Complaints
This profile includes complaints for Best Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 4 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:09/13/2022
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.
We purchased a Signature Series Leather Recliner for $787.00 with tax and delivery was $944.70 on 1/20/20.
From 5/17 -6/6/22 I contacted Best Home Furnishings product support via phone and had correspondence with **** **** through multiple emails. My complaint is the condition of the "leather" on a recliner chair after two years of use in what is essentially a two person household. I understood the chair was a combination of leather and perfect color match vinyl. The areas that are vinyl have peeled so significantly to reveal gray fabric underneath in several areas of the chair.
The 18 month warranty had already expired. Please note the condition of the chair did not suddenly occur when I sent my initial email at our 25 month mark of ownership. At 25 months the condition was poor and continues to deteriorate today. The "leather" on this chair was supposed to be on all areas where the body touches, however you can see from the pictures I included, where your fingers might touch or your legs is also awful. The chair looks terrible and I doubt anyone associated with the manufacturing of this chair would like it in their living room as representation of their product. ****'s response was to contact the store where purchased and the chair is out of warranty.
Please note I contacted the store Home Living Furniture in ******* NJ during this time via phone and ongoing emails. After viewing my photos the store contacted Best Home Furnishings but the company was adamant that
this is not a manufacturer issue and my cleaning agent caused this (which is ridiculous.)
HLF offered a tiny refund for the product but they have not responded to me since early July saying they were awaiting further response from BHF.
Any customers considering a "leather" product by BHF should NOT buy.
A default to a warranty limit is disgusting. As a customer it is 100% reasonable to expect a $900 chair to last longer than 18 months....or 25 months.
Business Response
Date: 10/05/2022
Business Response
RE: Model *******/ID Number XXXXXXX-XXX.001
Best Home Furnishings strives to stand behind any of our furniture found to have defects in material or workmanship. Because we do have control over the product or its usage after the shipment the warranty for fabric, including leather and urethane, is for seam slippage and or separation.
Our fabric warranty states in relevant part: BEST HOME FURNISHINGS products feature a one (1) year warranty from the date of purchase, NOT to exceed eighteen (18) months from the date of manufacture, for seam slippage and/or separation. Surface wear due to use or abuse is not warranted. Our cover suppliers recommend NO type of protective coating be applied to any fabric or other cover material used on any BEST HOME FURNISHINGS furniture and any protective coating used will void this warranty.
Therefore, we regret that we are unable to assist the customer with regard to this matter.
We trust the customer understands the basis for this decision.
Sincerely,
******* *******
Customer Service Manager
Best Home Furnishings
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
DO NOT BUY LEATHER WITH ANY VINYL ELEMENT from this company. THERE IS A DEFECT in the vinyl material used.
The recent résponse from BHF is similar to what I received when contacting the company directly several months ago. I agree the warranty expired. I agree you do not have control over usage of a product after shipping. However, we are two professional yet retired people and this chair, placed in our living room, was used as intended only: to sit in. Ironically prior to purchase when researching use of vinyl on furniture the pros were longevity and ease of cleaning. Having owned "faux" leather products it is my experience these fabrics are virtually indestructible so at the time of purchase I was unconcerned about the vinyl element. To BHF's point there was no protective coating (or cleaner) applied once the chair arrived in our home. Perhaps a faulty protective coating was applied by the manufacturer when constructed. I see almost identical complaints from BHF customers on the BBB website which makes it clear this is not an isolated case. Lastly, there has been a separation in material in that the wine colored part of the vinyl has definitely separated from the fabric it was adhered to as shown in the photographs attached to my initial complaint here. The company's response and lack of any accountability here is unacceptable.
Business Response
RE: Model *******/ID #XXXXXXX-XXX.001
Each authorized Best Home Furnishings dealer is independently owned and operated. Each store sets their own policies regarding payment, repairs, returns, and exchanges.
The consumer will need to continue working with Home Living Furniture regarding this matter.
Best Home Furnishings informed the dealer on September 13, 2022, of the consumer's concerns and advised them that we will not come between the consumer and Home Living Furniture. The dealer can be reached at: XXX-XXX-XXXX.
We trust the customer understands the basis for this decision.
Sincerely,
******* *******
Customer Service Manager
Best Home FurnishingsInitial Complaint
Date:07/30/2022
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.
I bought a Bilana Swivel Rocker chair from Buy Buy Baby on May 5th, originally scheduled to be delivered on June 15-30. It has been delayed three times now, I'm told this is because of the manufacturer, Best Home Furnishings. I have no faith that this new delivery "estimate" of September 15-30 will be followed, either. It has been impossible to contact them, because their only contact method on the website is a form, https://www.besthf.com/besthf/Furniture/Contact-Us and it requires a product ID, which I obviouisly don't have because I don't have the product. This company has 70 complaints with the BBB, and I'm happy to add one more. I just want my chair, which was purchased BEFORE our baby was born, to be mother's comfortable nursing chair, to be delivered around his birthday of June 22, 2022. He is now 5 weeks old, and I suspect that he won't get this chair until he graduates high school. Buy Buy Baby says that I can not cancel this order, either, since it is already ordered for manufacture.
I just wan this chair for my wife to be able to nurse comfortably.
Buy Buy Baby order (and updated "estimate" of delivery attached. Am also filing compaint against them.Business Response
Date: 08/24/2022
Business Response
RE: Model xxxxx/Order #XXXXXXX
We have reviewed the customer's complaint and the order was originally placed by Buy Buy Baby on May 6, 2022, with Best Home Furnishings.
The delay is due to a fabric outage from our supplier, TDI Worldwide. The fabric is tentatively scheduled to arrive the week of August 29, 2022 and available for production five business days after it is received in our fabric warehouse.
I have added a reminder to my calendar on August 29, 2022 and will send an update to the Better Business Bureau that week for a tentative delivery date to the consumer.
Please let me know if the customer has any questions regarding this matter.
Sincerely,
******* *******
Customer Service Manager
Best Home Furnishings
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
That would be more acceptable if this weren't the THIRD time it's been delayed by a month. At this point, forgive me for not believing the businesses latest resonated timeline. Are there other colors of fabric that actually ARE available now? This was purchased as a nursing chair for my son, born 6/22/22. It was purchased with plenty of lead time given the originally promised delivery date. I want to know what so-called Best Furnishings plans to do to make this right if TDI doesn't provide the fabrics yet again? What are the other options? I can't keep waiting for this until my son is in college.
Business Response
RE: Model xxxxx/Order #XXXXXXX
Each authorized Best Home Furnishings dealer is independently owned and operated. Each store sets their own policies regarding order changes, payment, repairs, returns, and exchanges.
The consumer will need to work with Buy Buy Baby regarding any changes to the order, including a fabric modification.
Best Home Furnishings informed Buy Buy Baby on August 8, 2022 of the consumer's concerns.
We trust the customer understands the basis for this decision.
Sincerely,
******* *******
Customer Service Manager
Best Home Furnishings
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