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Business Profile

Furniture Stores

Walter E. Smithe Furn-Oak Brook

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 *** on 12/9/23. After 4 (March 2024) mos I noticed cushions were not keeping their shape. *** replaced the cushions. But again they lost shape (December 2024). Now they are telling me it is normal wear and tear. They say I need to flip the cushions regularly. We do this however the cushions are cut to fit the corner so flipping really does nothing. I have tried multiple times for them to rectify the situation but they are holding firm to it being normal wear and tear.

    Business Response

    Date: 03/25/2025

    We are in the process of communicating with the client.  We either have offered or will offer $250 toward new cushions.   We will continue working with the client.

    Thank you.

    Customer Answer

    Date: 03/26/2025

     
    Complaint: 23041044

    I am rejecting this response because:
    The couches cost as follows:

    ***** **** sofa - 2659.30

    ***** condo sofa - 2351.30

    I would like to understand what the cost is the replace all cushions with top quality cores  I cannot accept a replacement of the same material as previously used  the same thing is going to happen  We are not big people  I am 59 - 150 and my husband is 510 - 195   The couches started breaking down immediately and after only 4 months they gave us new cores and the same issue has happened  

    I think the couches is a very low standard of quality ultimately I would like to get some refund as I will need to buy new couches within this year  

    Sincerely,

    *** ******

    Customer Answer

    Date: 03/26/2025

     
    Complaint: 23041044

    I am rejecting this response because:
    The couches cost as follows:

    ***** **** sofa - 2659.30

    ***** condo sofa - 2351.30

    I would like to understand what the cost is the replace all cushions with top quality cores  I cannot accept a replacement of the same material as previously used  the same thing is going to happen  We are not big people  I am 59 - 150 and my husband is 510 - 195   The couches started breaking down immediately and after only 4 months they gave us new cores and the same issue has happened  

    I think the couches is a very low standard of quality ultimately I would like to get some refund as I will need to buy new couches within this year  

    Sincerely,

    *** ******

    Customer Answer

    Date: 04/11/2025


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. They have offered to credit me for couch after being contacted by the BBB - after 18 mos of dissatisfaction and poor customer service.

    However, you can mark my issue as resolved and my complaint can be closed. 



    Sincerely,

    *** ******

  • Initial Complaint

    Date:05/03/2024

    Type:Order Issues
    Status:
    Resolved
    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 Feb. 19, 2024 I went to Walter E. Smithe (***) in Oakbrook, ** to select a dining table. My space is small so I purchased a custom table with two self-storing leaves on the ends. When the drawer is pulled out, the leaf pops up, and when the drawer is pushed in, the leaf folds up and stores internally. This also kept the table from having a seam in the top, a feature I liked. I signed a contract with those details.On Apr. 15, the table was delivered with one self-storing leaf in the middle of the table,so there is a seam, and the second leaf needs to be stored elsewhere. The additional leaf, also had a large ***** in it that would need to be repaired. When I got home from work and saw the table, I immediately called *** and informed them of the error.The following day, the sales person called me back and told me that it was the vendor's fault. The table I selected could not be made with the two self-storing drawers and no one had told him that. I was told to expect options to "make it right. Importantly, their mistake was acknowledged. We have been going back and forth since Apr. 15 without them making it right. What I want is for the table to be returned and a full refund provided. The contract we both signed states clearly that there were to be two self-storing leaves. I did not receive that. They are offering $600 cash with a repaired leaf, $1200 store credit with a repaired leaf, or order a new table. None of those options are acceptable to me. I do not want to settle on a table that I do not like and frankly I do not wish to do any further business with ***. The *** presentative keeps saying that she is acting in good faith. That is not true. Legally good faith requires "every party in a contract to implement the agreement as intended." I paid the balance in full, thus completing my part of the agreement. By not providing the table specified in our agreement, *** did not implement their part. I therefore request my money back in full.

    Customer Answer

    Date: 05/04/2024


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

    Sincerely,

    ***************************

Walter E. Smithe Furn-Oak Brook is NOT a BBB Accredited Business.

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