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:06/13/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 went to this warehouse on June 7 2024 around noon. Was greeted by store manager at the time and a woman named ******. Went to look for a king sized mattress and king size bed frame. The whole time I felt pressed to buy something mainly cause the store manager was following me and my boyfriend the entire time not that it mattered it was a bit uncomfortable after telling him we were looking. Fast forward I made the purchase on the mattress with bed frame costing 871.80! I have been trying to get it delivered first with the contact information they gave me which was a older woman who CANT LIFT OR MOVE ANYTHING but charges a arm and leg if your 40 minutes out of town. I let them know that I couldn’t afford to come back and forth to due to not being able to afford the shipping. I called and went to the store and asked for a refund on 6/12/24 only five days after I made the purchase. I still haven’t got the bed the man basically became very rude and irate as if he was going to fight with us only because we asked for a refund explaining the situation. The store manager and employees never told us about the return policy not once or I never would of paid almost 900 dollars for a bed that I never got. They basically holding the furniture till they feel as tho I can get it I was really upset how they treated us really feel like it was a racist thing. ****** then went on to tell me “ Well why the *** would I but I bed for 900 dollars” I was shocked cause this is your place of business where they’re supposed to sell things and when you’re not happy with something, they basically fight you and wanna throw you out the store and belittle you for your purchase. This place is a waste of time and money they don’t care about the customers they care about the money. Store manager and ****** were ********** **** *** ***** *** *** **** ***** **** ****** *********** ***** **** * **** ****** *** ******* ******* ** *** *** ** **** ** ***** ******** Horrible service

• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising 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 went in to purchase a window AC unit and was sold a bedroom unit instead. Even though it was labeled window unit. They’re all mislabeled as window units and their label covers the actual box label. I exchanged it because it did not cool down our house and wasn’t what we wanted. I exchanged it for a portable ac unit on 7/25 and we arrived home to find that it had been damaged and returned. The hose was broken, there was weather proofing tape all over it, it wouldn’t turn on, and the contents of the unit were in a ziploc bag! They refused to refund me and said I had to do another exchange. Both times I returned the units I watched them put the items back on the floor for sale. That’s how I know they resold me a broken unit and knew about it. We are in the middle of a heat wave and I’m 8 months pregnant. All I wanted was a working AC and now I’m out $250+ while remodeling a house and preparing for a newborn. The manager was extremely rude and I don’t want the store credit they gave me. I will never be returning there. They never ever told me the return policy before purchasing either. Below is a picture of how we opened the AC unit with a ziploc bag and also a picture of how the bedroom units are mislabeled and they posted that themselves on ********.

  Business Response

  Date: 07/27/2023

  This customer was sold a unit that does have identifying factors that it is a refurbished unit that has been tested & shown to work. After the customer left, the unit was plugged in & it does indeed work & is not broken. We offer a wide variety of products, some new, some refurbished that give the customer a tremendous discount off of retail pricing. Our return policy is posted on our counter where the customer pays & is printed at the bottom of the receipt just above where the customer signs off on their purchase. We have contacted this customer& offered her to come back to get another unit as we have 72 of the exact same unit available.

  Customer Answer

  Date: 07/29/2023

  Just wanted to update you guys and let you know the business reached out to me to try and defend themselves passive aggressively by telling me I returned a working AC. Even if it did turn on at their warehouse the AC unit was clearly previously returned. The contents were literally in a zip loc bag, broken hose, and covered in weather proofing tape. Absolutely ridiculous of them to message me like that. They sent that message the day after I got an email saying my complain to the BBB was sent to them. Why would I return a working $200 AC unit and then HAVE to go spend $500 on one at **** *****? I lost $700 last week because they refuse to return my $200+. And I badly needed air. 

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:
  
  
  I want my money back. I have a child and another one on the way. They did not offer me a new unit until days later on ******** AFTER I returned the second broken one. When I returned the unit I was told they do NOT open the packages they get off of the trucks and that they are brand new and shrink wrapped. So someone is lying. They gave me store credit, then after the BBB contacted them with my complaint they messaged me saying I was basically lying about a broken unit and offered to replace the unit. But I already had to spend $500 at **** ***** on a new one. So I lost out on $257. Mind you, half of that was my mother’s money that she would also like back. I want my money back because it was the SECOND unit we bought that did not work. Even if it did work when they “tested it” the unit was used and damaged. So they tested a unit that was returned and damaged, put it on the floor, and sold it to a customer (AKA me)? Even if the unit worked when they tested it and put it on the floor the hose was cracked and broken, the entire contents of the unit were in a ziploc bag, and the whole unit was covered in ripped up weather proofing tape? I was not satisfied with that at all. I understand that’s their return policy but it was the second unit they sold broken. And if they test them like they say they do they would’ve known it was broken and damaged and still willingly sold it to me. I want a refund and I will return the store credit they gave me because I will not be returning to that warehouse to purchase anything further.