Complaints

This profile includes complaints for Urban Furniture Outlet, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Urban Furniture Outlet, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Urban Furniture Outlet, Inc.

  166 S DuPont Hwy New Castle, DE 19720-4168

• 

  Urban Furniture Outlet, Inc.

  257 N DuPont Hwy Dover, DE 19901-7509

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.

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In February 2023 I purchased a bedroom set from UFO, along with a protection plan. The set was delivered on or around the 14th of Feb. In April, I noticed the side of my bed was broken. I reached out to the store and was told I needed to contact the protection plan. I reached out to the protection plan company, and was asked to send pictures of the bed and the damage. I sent them and a few days later I was informed my damage was not covered by plan and since my bed was only a few months old, I should call UFO. July 12th, I went to the store, spoke to the manager ******* and was asked to email pictures of the damage and she will reach out to manufacturer. On Aug 4th she called me and informed me the manufacturer said it is not a manufacturer default, then who, therefore, I would have to pay $180 for the part. I decided I would just pay for it because I need my bed fix before it gets worst. 8.29.23 I went to the store to make the payment and ******* informed me the part will be ordered but the store will not be the one to install it. I did not break the bed, where it is broke the only possible explanation is it is a manufacturer default.

  Business Response

  Date: 09/06/2023

  Dear BBB Representative,
  
  Thank you for contacting us in this matter. We have reviewed this matter with this customer. Unfortunately, the customer is correct, this claim was denied by the service plan and by the manufacturer. The item was in good condition on delivery, was determined to not be defective per the manufacturer. The frame was not covered under the protection plan they purchased. 
  
  We offered a resolution to the customer to order a part, and that we would install that part once received at no charge.  
  
  The part has been ordered and we will contact the customer to schedule replacement when the part comes in.  
  
  Please let us know any additional questions.
  
  Thank you,
  

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20541753

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of Transation: 04/03/22
  The Amount of money that I paid is $3414.00
  Urban Furnuture conmited to provide me furniture that is not damaged.
  I am disputing that the bedroom furniture has chips and drawers will not close all the way on the
  dresser and chest. I had 7 days to report any damages and they would exchange furniture. I contacted Urban
  Furniture first by phone on the day of delivery 4/16/22 .Swan one of the Managers called me on 4/18/22 and asked me to email photos of the damage. I emailed photos on 4/18 and 4/23 of the headboard, footboard, dresser and chest.They did exchange a nightstand , box spring and dresser and the dresser was damaged the drawers would not close.
  Sales order number is 10122738

  Business Response

  Date: 10/13/2022

  To Whom It May Concern,

  Thank you for contacting us in regards to Mr. ******'s BBB claim.  Our records indicate that the customer reported damages upon delivery April 7, 2022 to our New Castle location.  Upon that report and review of photos provided by the customer, an exchange was approved and processed for damaged items.  I have attached copies of the original Sales Order as well as the Exchange Order.  The dresser, nightstand, and box spring were exchanged for the customer on April 23, 2022.  The customer signed off on these new items exchanged and that was the last contact we had had with the customer. To our understanding, any claims reported were satisfied with that exchange and our records indicate the reported issue was resolved. 

  We appreciate you contacting us in this matter, please reach out with any further questions.

  Sincerely,

   

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18187163

  
   
  

  
  
  

   I signed that I recieved the furniture just like I did the first time. They knew I wasn't happy with the furniture before the delivery people left.  I had seven days to report any damage to furniture. I emailed photos on the 4/18 and 4/23 showing the damage as requested. If you can provide me with a email address. I would be happy to foward my emails and photos.

  
  

   

  Business Response

  Date: 10/22/2022

  Dear BBB Representative,

  We have reviewed what events occurred with Mr. ******'s and our records indicate that there was damage reported upon original delivery, and an exchange was done for new product.  From our records, all concerns were properly addressed and resolved, and this case was closed.

  It is clear Mr. ******'s has outstanding complaints.  We will contact the customer to review their concerns regarding this matter.

  We appreciate you reaching out to us and will have our store manager review this case with the customer.

  Thank you,