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:01/29/2023

  Type:Service or Repair 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.

  I purchased a couch from ***** Furniture 10/29/2022 and it arrived the following week. (Invoice *****). After having it less than a month, two of the buttons popped off the sitting cushion. When I asked to get it repaired, I was told that it would not be covered as it was "on sale". However, there was no mention of "as-is" condition and it was not the floor model that we purchased. ***** said I could get it repaired at a local business for a discounted rate. When I called the number, it was no longer in service.I had to find another upholsterer that repaired the couch for $175. I would like ***** to reimburse me this amount.

  Business Response

  Date: 02/09/2023

  Even though this is a clearance sofa, we did try to contact the factory for a claim, but unfortunately, they also do not cover any snags or torn buttons under their warranty, as they are not considered a defect. We did provide you a tech service that can come repair the torn button and will honor our customer discount for the service needed. 
  
  

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair 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.

  I purchased a sofa from ***** sometime in early 2021 and waited for almost a year for delivery which was on January 8th 2022. I immediately corresponded with them regarding the issues of the sofa, They someone come out and take a look at it, they decided to replace the sofa after several communications back and forth and forwarding pictures to ***** on quality of the construction of the frame of the sofa and how the material was incorrectley tucked and how bad it look on the outside as well on the inside of where the seat and back cushions lay on. A replacement sofa was delivered on June 28th. Within 48 days I contact ***** again stating that some cushions have begun to fail, where you sink in to the sofa. Since then Ripples are visiable on the sides of the sofa again, as previously, where the tucking was not done correctly. They indicated they will send new cushions, which I have yet to recieve and since then the rippling has gotten worse and is very visable, which my guest notice the side of the sofa and how you sink in to the sofa when sitting.I am requesting a that the option for a new sofa or vender be given or simpley get a refund of the purcahse price of the sofa, so that I may find another retailer, in which I have seen *********** since then. I have told them that my previous sofa of 25 years was better than this new sofa or the one I purchased at IKEA as a sleeper one a year earlier.I would appreciate your assistance in what manner you may able to assist to resolve this unsatisfactory situation of quality.Sincerely *************************

  Business Response

  Date: 01/03/2023

  Customer had delivery on original sofa 1/8/22. Then he mailed over photos saying cushions were not firm enough on 1/14/22. We sent out a technician to do an inspection who stated new inserts were needed to accommodate the customer, customer was requesting a different type of cushion than what comes on this model, which we are not able to change. We have this model on our floor which the customer selected from and explained this cushion type is the same as our floor model. Customer said he wanted us to pickup for full refund.
  
  
  2/1/22 customer says he also is unhappy with excess fabric on the arm, we shared with factory and they said it looked up to standards. But since the customer was so unhappy, we ordered him a replacement sofa in March and exchanged on 6/28/22.
  
  
  Customer emailed again in August, sent photos saying unhappy again with the fabric on his seat cushions not being tight enough. Attaching photo. Per factory, photos showed no issue nor excess fabric. Threatened BBB complaint if we did not pickup for a full refund. Explained we can order new inserts again if he would like, but again this is how this model is manufactured and I cannot change out insert type for a firmer cushion. 
  
  
  1/3/22, customer emailed again demanding pickup and full refund. 
  
  
  Please see attached photo of replacement sofa. Sofa is up to manufacturer standards. 

  Customer Answer

  Date: 01/10/2023

   

  
  Complaint: 18672509
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/30/2022

  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.

  Not given much of a choice, I agreed to in store credit of $1,442.00, of the $1,970 I originally spent, due to the unprofessional delivery and damaging to the sofa. During the Christmas week I went to *************** and picked out items using the store credit and had $136 remaining which the president ******* that is used for taxes. Mind you my taxes were paid in the $1,970. Is this legal?? I already spoken to her about this while I was there and later emailed her. My last complaint was just simply closed, taken advantage of and still left with no peace.

  Business Response

  Date: 01/03/2023

  We helped ********* 12/20/22 to reselect, explained her store credit and that she's not exempt for paying sales taxes and they are required by law. See attached invoice, she agreed to and signed before leaving. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18664166
  
  I am rejecting this response because: Seeing that it was not much of a limited items to  choose from and the deadline of December 31, 2022, I received from ******* and did not want to be left with nothing to choose from. A signed receipt or not, I asked over and over about the taxes that were paid from my total 0f $1970.00,  meaning that you are changing me twice for taxes. And from my store credit of  $1,442.00 and the items I picked, left me with $136 in which you said " Oh that's for taxes ".  and I also  said that it is not right. My taxes has already been paid from the purchase of the sofa and ottoman. You continue to take advantage of the situation.  My $136.00 was part of my store credit and used for taxes and not double tax charged. Not Lawful. I don't agree of being taken advantage of.  I would greatly appreciate if you give me my total of the in store credit. 

  
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/11/2023

  The store credit includes the sales tax for original purchase, we cannot manipulate the invoice nor double charge sales taxes as that is illegal. Please reference the invoice that was provided in our last response. It was explained to the customer in person too and then she agreed and signed. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18664166
  
  I am rejecting this response because:

  Hello,

   

  I reject the response because,  As I have had problems with this purchase, I did want to be left with nothing of the few items I found in the store for my store credit. And most of all while I was there I mentioned several times and was upset about being double taxed. It's not ok with me to be taken advantage of and I did not agree to the remaining of my balance of $136 to be used for taxes. I was taxed on the original purchase and you have charged me again for taxes on my in store credit. As you mentioned in your email, it is illegal to double charge taxes, which you have done. I would like to have the remaining balance of $136. Thanks.

  
  

  
  

  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/01/2022

  Type:Delivery 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.

  The delivery people was struggling pitifully staying to remove the over powering sofa from the truck to the door of my home and not being able to get it thru the door and had to return it. I called several times, showing up numerous of times, being hung up on asking to speak to a manager or owner who was never available and also asking for my receipt. I finally went down town to find out who the owner was. After showing up numerous of times and finally had a name, she finally revealed herself. I explained the issue of the delivery to the owner who was unconcerned about the horrible delivery stating it's a final sale and its not her fault if the size was wrong and that the delivery people was very professional. She stated she had no one else who could delivery the sofa. But I do not know if the sofa fit or not since they struggle so badly to get it thru the first door ripping the wrapping of the sofa that probably cause damage to the sofa. I asked for a refund or at least my delivery fee back and also my receipt. She replied let me email you and she want can be worked out. Days later I received an email stating that she would give me something back on the delivery and ***** in store credit. My total of the purchase was $1.941.79 stating storage fee. I responding to let me get the sofa and we set a time for a Saturday which they were going to delivery it and never heard anything back. I emailed and phone. I am now trying to schedule a pick up time hoping to get thru and asking for my receipt. Since I can't reach anyone my phone, I'm not sure who's answering the email. It is now November 1, 2022 and trying to settle the as quickly and peacefully as possible. After running around down town trying to find the owner, who to complain to, looking for a lawyer, I truly wish to have nothing to do with them and never looking back. I'm leaving my number ************ just in case. It's still so much more to be said. I am traumatize to do business locally family owned.

  Business Response

  Date: 11/02/2022

  The customer placed a special order for a sofa and ottoman. Unfortunately, the sofa did not fit into her home and our delivery team tried their very best to get it through her doorway. We offered the customer a third party take apart service, who can take the sofa apart and put it together in her home. We do state it is the customer's responsibility to measure doorways etc. to ensure the furniture will fit and if it doesn't fit, we offer take apart service. 

   

  The customer was emailed a copy of her receipt and we have reached out a couple times if she would like to move forward with the take apart service or pick it up from our warehouse. We still have yet to receive a response and only have received her credit card dispute from her credit card company stating she did not place the order. Also, there have been no holding/storage fees assessed to her account although it's been almost 3 months we have had her furniture in our warehouse. Please let us know if any other information is needed. Thank you. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18344131
  
  I am rejecting this response because:  Still toying with *************************************** from day one. Over a month trying to speak to an manager or owner. I would like to sent you the emails and a picture of the sofa entering the first doorway and god forbid if the sofa is damage in any way. Who knows if the sofa would fit or not ,such problem lifting it from the truck. How can I send the picture and the emails? The take apart service was the first I heard of from the delivery team and that was out of the question for me and I expressed that to ******* also. The measurements were agree upon with the sales person. I have been to the store numerous of times asking for the manager or owner which was always incognito, leading me to fly downtown to find out who's the owner. Finally meeting ******* totally unconcerned about the horrible delivery I expressed to her, I than asked for a full refund or my delivery fee refunded along with my receipt. Still she did not give me my receipt, instead she said" let me email you".  This was the first email stating that she would give me half of the delivery fee and $1,400 in store credit and storage fees, along with a invoice number. (Proof in the email). I than asked for the sofa to be delivered, in which we schedule a second delivery and her asking me  " what's a good time". I gave her a time and never heard back. Emailing and calling and being hung up on has been a nightmare. The emails where simply toying with me. By this time I am trying to find any legal help I can. I have never said I did not place the order, shame on you, you only do what you have done before. This could have been handle much better than this, since I've been to the so many times. I am still asking for a full refund.
  Sincerely,
  
  ***************************************

  Business Response

  Date: 11/09/2022

  We have offered the customer the following via email 9/6 ******:

  **********, 
  
  
  Please note although all sales are final due to ordering custom furniture, you have the following two options: 
  Pay a restocking fee that leaves you with a store credit of $1409.43 to use to purchase something else that will fit (your responsibility to measure as stated on your invoice)
  We can refund you $90 for half of the delivery fee and you can have another delivery service pick up your order from our warehouse
  Please let me know what you decide by this Thursday afternoon. Thank you. 
  

  To date, she has not contacted us to schedule either a pick up or delivery using the take apart service as she indicated on 11/1 at 6:12A that she would like to receive her order. Once scheduled, we can move forward with the refund of $90. 

  A copy of her invoice was emailed to *****************. 

   

  Please let us know if the BBB would like a copy of that receipt as well. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18344131
  
  I am rejecting this response because: Seeing that I have came in person on multiple times to get my receipt why wasn't it handed to me. And as mentioned earlier, you said that I was not being charged a stocking fee. My total was ********, so if were to be a in store credit than it should be my total. This does not make money sense. The measurement was not the problem, It's ********************* In Which They Could Not Handle. I wish that I could have an refund. To date I will be giving BBB a call, since there is no truth to your words.  
  
  Sincerely,
  
  ************************************;