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Business Profile

Rent to Own Furniture

Fernished, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rent to Own Furniture.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had a furniture subscription with Fernish since 2021. When I moved in March 2022, I gave back a **************** and swapped it out for another brand. I found out that unbeknownst to me, Fernish had been charging me for the ******** still the entirety of my current subscription from March 2022 to January 2023, both in a singular additional order they created after my first subscription was finished and in my current order that I was aware of. This means I was charged twice each month, once for $25.36 and the other $19 for a Television I wasn't in possession of. I have been emailing with the company for several weeks now, first speaking to a customer service employee named ********, who I was later told by my most recent contact ****** no longer works for the company. ****** told me two weeks ago that there was an "error in their system" that caused me to be charged and they were working with their team to get me a refund. I have not heard back in those two week after persistent emailing and now their phone lines have been shut down according to the voice message when you call. I want to continue my current subscription of furniture I have in my possession and get the refund for what i was mistakenly charged for for 11 months.

    Business Response

    Date: 03/28/2023

    Thank you for making us aware of this, we are experiencing a staffing shortage that caused significant delays in response times and necessitated that we temporarily turn off our phone line while we hire and train new team members. We are in the process of onboarding new support specialists as I write this and I look forward to returning to normal service over the coming weeks. 

    Regarding your specific complaint, I know we resolved this directly but wanted to keep a record here as well. We were able to resolve the bug in our system that caused this to happen, we have resolved the billing to prevent you from being charged in the future, and we have refunded you the full amount paid towards the items you did not have in your possession but were listed on your account. 

    I believe that resolves the issue but if you'd like any additional follow-up please let us know and we're happy to help however we can. 

  • Initial Complaint

    Date:10/03/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I lease some furniture from Fernished, Inc. My contract was coming up and sometime between September 8, 2022 and September 16, 2022, I signed a new contract with a new billing amount of ******* I have a copy of confirmation that 10/2/2022, I will be charged ******* Fernished is trying to collected my old amount of ******* as of 10/2/2022 stating that is due and the new amount will go through next month. Furthermore, they are stating I need to pay the ******* and the "good news" is I won't owe any payment for November. I will not accept that as my new amount times two is ******** therefore, they would then still owe me ******* meaning December's amount should only be ****** and they do not even acknowledge that.

    Thank you,
    ******** *********

    Business Response

    Date: 10/20/2022

    Business Response /* (1000, 8, 2022/10/19) */
    There was a misunderstanding in regards to the timing of our billing cycle that caused this confusion. We've worked directly with ******** to make sure everything is resolved.


    Consumer Response /* (2000, 10, 2022/10/20) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    After having them review their system, they were able to resolve the deficiencies originally mentioned and October's billing is resolved satsifactorily.

  • Initial Complaint

    Date:07/17/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dec 2020 to today

    I have been paying ***** every month on the ****
    I have been paying for a ********* couch - waiting for the style to be back in stock so that I could get a ************ I have contacted fernish on numerous occasions, asking for a comparable replacement, asking for a date when the replacement might be available. Asking if I could have it repaired. I have always been told that when it was back in stock i'd be ********* No one knew when it would be back in stock. No repairs were available. No other available items are ****************** to my item. A fair solution wasn't offered. I have now realized that I've been paying a subscription on a lamp that has a ** "buy out" - I'm surprised that ******* wouldn't notify people when their item is paid in full and/or available to own. Instead, they allowed me to continue paying for it. It's ********** I visited the site to see if my couch was back in stock. It was. I wasn't informed that it was back in stock by fernish. I wonder how many times it went in & out of ****** All while I was reaching out to them to fix the issue. I'm not sure how long it's been available. This is either by design in order for fernish to avoid the cost of replacement, or an oversight & poor customer service.
    Desired resolution:
    ************* for the lamp - more specifically any money that was paid after the lamp went to $0
    Release me from the ********* of the *********
    Refund issued for the months that the couch could've been ********* If that cannot be *********** 6 months should be *********
    Replace the couch immediately
    All of this without signing a new contract


    I also don't agree with the tactics that fernish has used to coax me into signing another contract. I've been treated as though I'm silly for not understanding, told that the couch needed to be "fluffed", & have been dismissed countless times over the years that I've been a customer.

    Business Response

    Date: 07/29/2022

    Business Response /* (1000, 5, 2022/07/18) */
    Hi *********

    Thanks so much for your feedback, and I'm so sorry to hear you are having a poor experience with us. Fernish is a subscription based company as noted in your contract and our FAQ's in an effort to be as transparent as possible. That said, we're happy to make the exception to process a refund for the payments made to the lamp after your contract matched retail on that particular item.

    In ways of the sofa, we're truly sorry that the back in stock email didn't trigger. Our team will look into that to see what went wrong there. In the meantime, we can of course replace the sofa. Systematically, we do need to have the contract signed in order to request a trip. We understand this is not the desired outcome, and your feedback is greatly appreciated. We'll pass **** to the proper teams as well.

    In the meantime, we can see if our engineers are able to help with this request as well.

Fernished, Inc is NOT a BBB Accredited Business.

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