Complaints

This profile includes complaints for Sherman's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sherman's

  1215 W Glen Ave Peoria, IL 61614-4701

  
• 

  Sherman's

  300 Landmark Dr. Normal, IL 61761

  

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:04/08/2025

  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.

  Subject: Request for Resolution – Defective ********** Gallery Refrigerator Purchased February 2023
  
  Dear [Store Name or Customer Service Representative],
  
  I am writing to formally express my deep dissatisfaction and concern regarding a ********** Gallery Refrigerator that I purchased in February 2023 from your store, for which I paid over $1,000. Since the second day of delivery, I have experienced significant and ongoing issues with the appliance.
  
  The primary problems include:
  
  The water filter consistently freezes, which leads to cracking and subsequent leakage of water into the refrigerator drawers.
  
  When the water filter is frozen, both the ice maker and water dispenser cease to function entirely.
  
  There also appear to be broader temperature control issues that may be contributing to the recurring malfunction.
  
  I reported these issues immediately after they were first observed, and I have spoken to several of your representatives, including ******* ****** *** *****. Despite my diligence in raising this concern from the outset, I have recently been informed that the refrigerator is no longer under warranty and that your team is unable to take any action.
  
  I respectfully disagree with this position. This refrigerator has been defective since delivery, which suggests the issue originated either before or during the installation process—not after. It is unreasonable to hold a customer responsible for a defective unit that showed clear signs of malfunction within days of purchase.
  
  At this point, I am requesting that your store take accountability for the defective product and offer a full replacement refrigerator or a complete refund of the purchase price.
  
  I am hopeful that you will make this situation right and restore my confidence in your customer service and commitment to quality. I would appreciate a written response within the next seven business days.
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 05/05/2025

  Management has reached out to the customer and explained that they may visit any Sherman's store to reselect a new refrigerator. We apologized for the misinformation provided to the customer as the fridge was still under our Shermans warranty and that is what is providing the customer with an exchange.

• Initial Complaint

  Date:12/26/2024

  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.

  After purchasing a new bed for my daughter, Sherman's called to schedule delivery and set up so that part was fine. The day of delivery the employees unloaded everything and started putting it together. When they were almost done they informed us that not all of the pieces were with the bed. They were missing the brackets to attach the side rails to the head board and foot board, kind of important when needing a bed to sleep in!! They contacted their supervisor to let them know, talked to us about it and went on their way. After my husband and I went into the bedroom to see what we could do until they could get the parts, we noticed that one of the drawers that goes under the bed was busted (the bottom of the drawer) and there were no support legs to go under the slats that hold the mattress up for support. We contacted the store and they offered to bring a frame and box spring which is all fine but clearly we don't have room for it in the bedroom with the half put together one. We were then informed that they put a rush order on he parts that were missing. We didn't hear from anyone until I looked up the number and called them and was informed that they don't have an ETA for the parts that are needed for the bed to be able to be slept in and to be attached for there to be no damage to the bed for my daughter to have somewhere to sleep. This is now week 2 since the bed was delivered and half put together and we still have not heard anything yet I'm getting the bills for paying for it. They did refund the delivery cost but that doesn't help for our situation currently. The delivery and set up was scheduled for December 13th and it is now December 26th. The delivery employees also did not even say a word about the busted bottom of the drawer which was clearly visible when looking at the bed, not good business or ethical.

  

  Business Response

  Date: 12/26/2024

  The customer signed papers at time of purchase where it indicated that any issues with the furniture would need to be serviced, especially because the furniture is special ordered.  This rule applies as soon as the product is in the customers possession. The customer was also informed that parts may take up too 6-12 weeks to arrive, as the manufacture does not provide us with ETA's for parts. We did provide the customer with a reimbursement for the inconvenience and the sales manager offered a temporary resolution as instruction in the customers message " the store and they offered to bring a frame and box spring which is all fine". A voicemail was left to the customer on 12/18 indicating we were still waiting for the parts, and we would call as soon as they arrived to get service scheduled. We are still waiting on parts, which is the only option we have for the customer at this time. 

• Initial Complaint

  Date:09/05/2024

  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.

  I needed a dishwasher. I called and purchased one **** was very helpful. And patient Price was a bit more than I would have liked. But I understand
  
  Well I posted too early. Came to install they left. I washed dishes water everywhere. I cleaned it up. Put a fan on it as I have vinyl flooring. The flooring lifted. They came out to see why dishwasher leaked. They had no idea. Put in a new dishwasher. No problem. But now my floor is raised. Will not do anything about it. When it was their fault.
  
  Will never buy from them. Customer service after you have paid is horrible. Never again will I purchase from them
  
  Downgraded customer rating to O stars.
  
  Do not spend your money there. I paid 1,010. There for them to damage my floor

  

  Business Response

  Date: 09/06/2024

  Management has contacted the customer, and the installation fee was refunded. Customer was satisfied with the resolution of the issues. 

• Initial Complaint

  Date:08/17/2024

  Type:Delivery 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 a dryer delivered on August 14th. With delivery they were supposed to install it as well as a dryer vent. The delivery person came in smelling like weed, used our bathroom and then told us he didn't have the dryer vent. That they would delivery it next day. Then said we'll it might take us a while so you should go buy one and take care of it. We paid $35-40 to have this vent and to have it installed. Now we are searching for it on Saturday at the warehouse. I just want someone to do their job, do what we paid them to do and do it well.

  

  Business Response

  Date: 08/20/2024

  I apologize for the issues the customer has experienced. I can assure you that we are currently working to make the proper corrections for the customer and are currently waiting on a call back from them in order to get the situation resolved. Management has left the customer a voicemail with a call back number. 

  Customer Answer

  Date: 08/20/2024

   I am rejecting this response because:
  
  
  I called back and left a voice mail for *******, someone else called and left me a voice mail around 530p saying she heard my message trying to get ahold of a manager but she thinks I got the wrong department.  I am now waiting on a call back from Sherman's. 

  Customer Answer

  Date: 09/05/2024

  Sherman's sent us our delivery fee money back, which was appreciated.

• Initial Complaint

  Date:07/09/2024

  Type:Product 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.

  Purchased a fridge over the phone on 5/20/24 which was delivered on 5/23/24 with 2 large dents on the freezer door. On 5/23/24 I was provided the option to replace the freezer door or entire fridge or a 10% discount and I opted for the replacement door; however, later that day frost began to develop around the freezer door. On 5/30/24 a repairman came out and noticed that the fridge frame itself was bent which was causing the frost and he attempted to "fix" it by taking a piece of wood and banging the frame to straighten it out with a hammer. Not surprisingly, the problem wasn't fixed. Took over 3 weeks to get replacement freezer door. On 6/24/24 replacement door was installed. But, still having the same problem because the underlying problem still exists (a bent freezer frame). On 7/4/24 I spoke with ******** @ Sherman's who stated we would receive a replacement freezer either the same model or a different model and because I was traveling I said I would call her on 7/8/24 with a decision. On 7/8/24 I spoke with someone claiming to be ********** superior and she refused to honor the agreement made with ******** and told me that I would have to work with the manufacturer because 30 days has passed and I didn't purchase Sherman's warranty so it was out of their hands. She later offered to send another technician out, but I just want them to honor the prior agreement. Never did anyone at Sherman's tell me I had 30-days to resolve issues with them. The worst part is I am buying this for my elderly parents who live in FL and the refrigerator is in their home which is 100 miles from where I live. Sherman's repairman knew full well (because he took photos) that the fridge itself was defective, also never told me about a 30-day window, and now Sherman's is reneging on their offer to make things right by providing a replacement and is otherwise trying to push a defective fridge on me because they apparently don't want to deal with the manufacturer themselves.

  Customer Answer

  Date: 07/10/2024

  I received a call from Sherman's yesterday (7/9/2024) afternoon now offering to provide us with an exchange for a new fridge. The replacement fridge needs to be ordered which will I believe will take a few weeks. As long as the replacement fridge is delivered as promised, this matter can be closed as I am satisfied that Sherman's has agreed to abide by their previous offer to perform the exchange.

• Initial Complaint

  Date:04/16/2024

  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.

  We recently purchased a bed from Sherman's in Peoria, IL. At the time of purchase, we were guaranteed they would take away our old bedding upon delivery of new set. However, on the day of delivery, they refused to take the old mattress, saying they refused to take any of it because the matter cover was missing. There was no statement in our purchase agreement that said anything about these types of restrooms. On top of that, both delivery people were extremely rude and disrespectful, bordering on confrontational. To top it all off, they accidentally broke dozens of my wife's antiques, worth hundreds of dollars. They also put a two-foot gouge in our hardwood living room floor. They didn't have one word of apology for any of this, only saying we needed to contact the store if we had any complaints,!

  

  Business Response

  Date: 04/17/2024

  Management spoke to the customer and explained to him that due to the condition of the old mattress we would not be able to haul it away in our delivery truck. I have photos attached of the condition of the old furniture and unfortunately because of our policy, we aren't able to haul away items that are in this type of condition, due to the product coming in contact with new furniture. It is not sanitary and unacceptable to our other customers receiving new product. The customer wasn't charged anything additional for a haul away, this is a service we offer as a courtesy and in our sole discretion we have the right to decline this service. Management has also offered the customer to investigate the damage to his personal belongings, and if confirmed we are responsible, we would be able to make it right for the customer, but he refused and disconnected the call. 

• Initial Complaint

  Date:12/26/2023

  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 merchandise was supposed to be delivered on 12/26/23. No specific time was provided. Few minutes before the delivery I received the text from Sherman’s that delivery is en route, stop 2. I received a call from ******(delivery guy) few minutes later that he is outside our home. I told him can he reschedule in 30minutes since I am at work. He suggested that I should reschedule. I told him that I will be there in 10 minutes. He agreed to wait for 10 minutes. I took the leave from my work and reached home within 10 minutes. I called him but he already left, stating that I told him that it will take 30minutes. I requested him if it’s possible to come back. He refused and said his boss asked him to leave. I requested him for his boss’s number(************* ****) in order to call him and request for delivery. He hung up and mentioned “**** is going to laugh at your *******”. Now in humble opinion of ******, I can complain about him, but he says he doesn’t care. Therefore I would love to cancel my order of ~8580$ and 250$ which we paid with priority delivery by Sherman’s due to lack of professionalism and being **** to order from Sherman’s furniture.

  

  Business Response

  Date: 01/10/2024

  We apologize for the behavior of our driver at the attempted delilvery and the impression it left of our team. We have contacted the customer to honor their request and await follow up. 

• Initial Complaint

  Date:10/09/2023

  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.

  The initial transaction occurred 9/3/2023. We purchased a ****** front load washer and dryer set at Sherman’s Clearance Center. After 2 weeks-of using the washing machine it could not make it thorough a load without malfunctioning. Contacted Sherman’s customer support on 9/22/23. They sent out a service tech on 9/26/23 to assess our machine and fix the problem. The service tech informed my husband that he attempted to fix it but the wall of the machine was dented and the drum was hitting the bent wall while spinning. The service tech said that there was not much he could do if the the problem could not go away. I followed up with Customer Support on 9/28/2023 about our washer because we were sold a machine that malfunctioned and could not be repaired. We made this purchase on credit through a store credit card with ***********. We were told by ******* with Customer support that we were approved for a $650 store credit to to purchase a replacement machine. I assumed sense we purchased this on a store credit card. That the initial transaction of $650 that was charged to our account would be canceled since i was told that Sherman’s was going to scrap the machine and send back to the manufacturer. I did Re-purchase a new machine on 9/30/23. Now, I our *********** statement reflects the charge for the old machine and new machine. I do not know how I could be held responsible for paying for something that that Sherman’s deemed scarp/lemon machine. I have been a loyal customer and have purchased many items from Sherman’s over span of the last 10 years. I would have expected this situation to have been handled in a different way.

  

  Business Response

  Date: 10/10/2023

  Sherman's provided the customer a full store credit for the amount paid for the washer of $650.00. The customer reselected a washer more expensive of $1258.99 and additionally purchased an extended warranty, the difference amount is $917.39, and would be the customers responsibility. Sherman's has offered the customer to do a return of all the merchandise and provide a full refund or return the washer and provide the customer with a store credit of $650.00 again to come and purchase a washer in the same price range. Customer to call us back to let us know how to proceed. 

• Initial Complaint

  Date:10/04/2023

  Type:Product 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.

  - New washing machine delivered on Sept. 26th late in the evening and didn't work on its first try.
  - Called Sherman's on Sept. 27th and instead of exchanging the machine, they sent out a technician who said that the machine was not level and that could be the cause of the machine not working.
  - On Sept. 28th, I leveled the machine and it worked for one or two loads of laundry.
  - Between Sept. 28th and October 4th, I would guess that the machine worked half the time we tried to use it.
  - On October 4th, the machine couldn't get through a load and kept giving an error code.
  - Stopped by the store today, October 4th, and they agreed to send out a technician on Friday, October 6th.
  This isn't just bad customer service, selling broken appliances and refusing to make things right appears to be a bit criminal.
  - I have asked several times for a new machine because who wants a machine that doesn't work on its first use? As of this complaint, Sherman's is refusing what I consider reasonable customer service.

  

  Business Response

  Date: 10/04/2023

  Shermans has a service agreement that should have been discussed with the customer at time of purchased, it includes information on our policy that states, once an appliance has been delivered and in the customers possession, if any functional issues occur, we are required to proceed with service if that option is available. Furthermore, management has reviewed this and approved an exchange for the washer and will be in contact with the customer to get this issue resolved. 

  Customer Answer

  Date: 10/04/2023

   I am rejecting this response because: the washing machine is an essential household item and it didn't work on its first use. This was hooked up by Sherman's.  Who would want a machine that fails to work on the first attempt?  Isn't there a lemon law? 

  However, as I was writing this, Sherman's called and did offer a replacement to be delivered on Saturday, October 7th. 
  

  
  

  Customer Answer

  Date: 10/04/2023

  Sherman's offered a replacement machine which is what I wanted in the first place.  I don't think any further action from BBB will be necessary. 

• Initial Complaint

  Date:09/08/2023

  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 purchased ********* kitchen appliances November 2019, received December/January. The $600 dishwasher began leaking water around the door bottom May/June 2023. Two service techs, 6 visits and roughly $500 the dishwasher still leaks. Have been told they cannot refund for parts. They offered to schedule another service call, we declined because I have no expectation they can resolve the issue. Called and left message requesting call from Mr. Sherman to discuss. Still waiting. We expected much better performance from a ********* appliance, and from Sherman's. Needless to say we are not satisfied with either and would caution anyone to avoid the same.

  

  Business Response

  Date: 09/28/2023

  The issue with this customer has been resolved by management. We provided the customer a store credit for the amount the customer paid for service on the defective washer. The amount given was $451.79. 

  Customer Answer

  Date: 09/30/2023

  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.