Complaints

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:09/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  The first problem is we purchased a leather couch and love seat from Payne's Furniture Outlet, LLC on October 1, 2022. Both pieces have power reclining. Upon delivery it was pointed out to us by the delivery person that the couch had a deep cut about 2" long on the back of the couch and he documented it on the delivery document. Doug the owner of Payne's Furniture said he would contact the manufacturer and it would be replaced. I talked to the owner on several occasions and got no satisfaction at all. He said these things take time to resolve. I believe he sold us secondhand furniture and has no intention to fix the problem!
  
  The second problem is Doug said he could sell our older love seat on consignment. When I asked about the status of this, he said he doesn't believe it sold and has no idea where the love seat is.

  Business Response

  Date: 12/05/2023

  This product is under full warranty and pics was provided by the the retailer to the factory. The consumer was also provided warranty information and has not responded to calls from the factory for serial number info. As far as his trade he was given sales tax credit for it as trade. The customers last phone call to my girls in the office was very rude. He can deal with the factory on this issue.   

  Customer Answer

  Date: 12/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  I purchased a power reclining love seat and 2 power reclining chairs on 2/8/23 which included a full warranty, the first time I used the power head rest on the love seat it tore a hole in the leather behind the head rest, I called Paynes they asked me to text pictures of damage which I did they said they received the pictures and would repair or replace with in 4 to 6 weeks, it’s now been 6 months with no repairs I have called back several times and every time it’s a different excuse, last time I called they said they would get right back to me that was a month ago and I haven’t heard from them since.

  Business Response

  Date: 12/05/2023

  This consumer sent pics of this hole which was caused by the leather catching the mechanics of the headrest. it was sent several times to factory and he was told they would send a new back piece and it just arrived middle of november but he will not answer any calls for it to be switched out. The back piece is availible to be replaced. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20598273
  
  I am rejecting this response because: They havent contacted me as of 12/6/2023 they have my number I have not received a phone call, voicemail, text message or any other communication whatsoever from Paynes Furniture 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had purchased a full set of bedroom furniture in early February 2022. This included king size bed with headboard, footboard. mattress, two nightstands, dresser with mirror, and chest of drawers. We were told that all of the items were in stock. We received delivery in late February of everything except for the headboard footboard and bed frame. We received delivery of the bed frame about a month later. The mattress that we received was not the one that we ordered. He said it was a more expensive mattress. We decided we would keep the mattress we received. One of the nightstands was damaged. It took several months to finally get that replaced. The ongoing problem is that on the dresser and chest of drawers we have had problems since day one. We have drawers that will not open correctly, drawers that won't close completely, and a drawer that will not stay closed. I have spoken to Doug and the lady in the office more than 30 times concerning the various issues. I have been told that Doug would come look at them to see if he could fix them but he has not. That they have a replacement in the warehouse but it's damaged. That they have ordered replacements and that they were hung up in Mexico and or shipping issues. They would need to get approval from the vendor to replace these items and or fix them. I just want drawers that work properly. For the money we spent we could have definitely gotten better quality any place else.

  Business Response

  Date: 02/24/2023

  we will have her scheduled this coming week for repair 

  Customer Answer

  Date: 03/02/2023

  
  
  Better Business Bureau:
  
  
  
  I would be willing to accept repair of the ill functioning items. They have not yet contacted me to schedule this. It appears that they had said it would be scheduled for the following week. Since this is March 3rd, and their response was on Feb. 24th, they should have contacted me by now to schedule this repair. Due to their lack of follow through in the past, I do NOT consider this case satisified until the repair is complete.
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:12/22/2022

  Type:Billing 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.

  We were told a ****** bed was "in transit" and paid for it in full on 12/30/21. A couple weeks later I called and was told hardware was unavailable causing the delay. A month later I called again because we had overnight guests arriving and they delivered a "loaner". 3 months later I called again and was told it would arrive by mid June. In October I called again and reminded them they'd said it was "in transit" when we paid for it. Then I got a new story that the fork lift driver had dropped a whole pallet of ****** beds. I at that point said I'd like a refund. A few minutes later the owner called and I have never been spoken to like he did, - cussing, yelling and irate. I asked for a refund and he said he'd pick up the loaner and charge me rent for the time we'd had the loaner. Honestly I was so shaken by how he'd yelled and sworn at me (for simply following up on a purchase!) that I said, "I can tell you're angry and I'm going to hang up". Both he and his mother said we'd have it by 12/15 and it's now 12/21 and we haven't heard from them. I'm frightened by the possibility of further contact with this owner and want a refund. I paid *******. Tried to upload receipt but doesn't work with either a jpeg or pdf. Will send by separate email

  Customer Answer

  Date: 12/22/2022

  ****, the owner, just called in an intimidating way asking why I was bashing his company. I hung up and he left a message that he would file a complaint with his attorney tomorrow for defamation of character. I'm blocking his number.

  Customer Answer

  Date: 12/23/2022

  The receipt amount was $2566.93. I'd also used a giftcard of 140. + Amex $2426.93. Total $2566.93

  Customer Answer

  Date: 12/23/2022

  Is there an email address? After he called after 9pm last night yelling again, I hung up and blocked him. I'd like to forward the subsequent voicemail.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We will accept either the product we ordered and paid for - swapping out the mattress as he stated before he delivered the loaner - or a full refund. The full account of this transaction has already been submitted. We simply followed up on what was said to us receiving a variety of excuses. When I called in February on the product that supposedly was "in transit" and the second time when we had overnight guests coming, ***** volunteered to bring a loaner and said he'd swap out the mattress when he delivered the new unit that we used for one week. We followed up months later and after each subsequent date we were given, each time hearing a different excuse. It's now a year later and we still don't have the product. How is the January date any different than all the other dates we've been given? By the way how does a loaner that was going to have the mattress swapped out into the product we ordered turn into a rental? Absurd! We shouldn't have a hassle including inappropriate language and yelling over a product "in transit" that we paid for in full.

  Business Response

  Date: 01/05/2023

  Contact Name and Title: *******************
  Contact Phone: **********
  Contact Email: ******* furniture outlet&y shoo.com
  This customer came into our ********************** and purchased a cabinet ****** bed December of 21. She called every week wanting to know the status. We would call the factory and give her what info they had as far a ETA. So by the end of February they were still back ordered so she asked if we could loan her one a we gladly said yes cause we can't control the shortage of goods due to COVID and shutdowns. So now that she has used a brand new cabinet bed she wants a 100% refund cause she actually stated that she only needed one for a week! I can't sell this bed as new and have to replace the mattress and she feels like oh well that's your problem! Goes to show good deeds don't go unpunished. We will gladly refund **** of the purchase price cause her cabinet she ordered won't be in until the end of January but she don't want to wait three weeks if she can get out of using us for her benefit.