Complaints
This profile includes complaints for Woodstock Furniture & Mattress Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/31/2024
Type: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.
There was a protection plan purchased on the furniture and the company is not honoring the plan
Business Response
Date: 06/03/2024
The service order was created on Friday 5/24/24, and on Friday 5/31/24 the ticket was authorized to refund the $158.99 the customer paid for the protection plan. The return of the funds paid for this protection have been refunded as of this morning 6/3/2024 with check 48694.Initial Complaint
Date:05/05/2023
Type: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.
I can not locate the exact date of my purchase, but I purchased several pieces of furniture from the business. Items included, 2 twin beds, 2 chest of drawers, a dining room table with a bench and 6 chairs and final item kitchen table set that came with 4 chairs and a bench. Items have been great with the exception of the kitchen table set. The purchase was definitely within the past 12 months probably 6-8 months ago. The kitchen table set is dangerous. Two chairs have broken, recently one piece of the chair leg fell off sending a mail in my foot. Thankfully I purchased a warranty that will cover that. However the warranty refused to cover a bigger issue. The bolts on the table, chairs and bench have to be tightened at least weekly otherwise chair or table legs fall off. Most recently a leg fell off the bench seat with one of my four year old twins on it, so she fell. Thankfully not hurt bad. I was advised this is an owner maintenance issue. I get it if this happened on occasion, every 6 months but this table set is dangerous. I dont feel comfortable using it. I feel like this is a manufacturer issue. I find it hard to believe that someone who pays for a brand new table should have to keep the wrench out because the table and chairs get wobbly every few days. I have kids using this furniture. I want someone to recognize this issue is beyond owner maintenance. Now Im stuck with a defective kitchen table set. What is a child gets seriously injured? What if an elderly person had the set and it breaks on them. I never purchase warranty for things and I see why I dont now. When I bought the warranty I was told it covers everything. That was misleading. At the very least I would like a permanent fix for this, this table set is dangerous. If a fix can not be made, a comparable replacement. Im happy to provide and details from the set of requested. I dont know what would be needed.Business Response
Date: 05/09/2023
I have reviewed the customers account and reached out to customer service regarding this complaint. I was informed by customer service the customer reached out directly to FCP which is the program the warranty is though but the customer never contacted ** directly regarding her issues. All warranty issues must go though Woodstock Outlet customer service where we would then send out a tech to ***** the issues and file a claim for the defective merchandise.
**************** stated they recently received an email from FCP regarding the defective chairs and the claim for an exchange was approved. **************** will be reaching out to the customer to start the exchange process on the chairs as well look into as any other issues the customer is having with her other merchandise.
Initial Complaint
Date:11/30/2022
Type: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.
On 10/24/ 22 I purchased two lamps from Woodstock Outlet in **********, sales order # ****255CP73 when I tried turning them on, one was defective. I returned them on 10/25/22, and was told I would receive credit on my Woodstock charge card. I purchased 2 new lamps. When I received my statement from ***** *********** I am being billed for the new lamps, and the defective lamps I returned. I called ***** Fargo and was told to contact Woodstock because they had received any credit towards the defective lamps. I called Woodstock and was told because I was financing the purchase they don't give credit. I don't agree with having to pay for a defective lamp that was returned to Woodstock. I'm hopeful you can assist in resolving this issue.Business Response
Date: 12/01/2022
As we explained to customer ****** already he made a purchase of 2 lamps on 10/22 (Order ****255CB22), returned the 2 lamps on 10/24 (Return ****255CP68), and repurchased 2 new lamps on 10/24 (Order ****255CP73). We used the return credit and then financed the difference.
Customers have 5 days to return or exchange accessories. If the customer chooses to return and not repurchase then the return credit would be refunded back to the form of payment made by the customer. If the customers chooses to exchange/ repurchase something new then we transfer the return credit to the new sale and then collect the balance difference from the customer.
Customer ****** returned his 2 lamps leaving a return credit of $213.98 on his Woodstock Outlet account to either be refunded or transferred. Customer ****** choose to exchange the lamps and purchased 2 new lamps. We transferred the $213.98 to the new sale leaving a $171.20 balance due. Customer ****** authorized the $171.20 balance difference to also be charged to his ***** Fargo account.
Attachments include original invoice, return and new sale made by customer ******. I have also attached the original invoice signed authorizing the ***** Fargo charge of $213.98 on the initial purchase as well as the exchange invoice which was signed authorizing the remaining balance of $171.20 to be charged to his ***** Fargo account.
Customer Carters final purchase total comes to $385.18. Only payments made to the customers account was $213.98 and $171.20 totaling $385.18. Customer has no credit remaining to be refunded back to his ***** account.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.