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:02/06/2023

  Type:Customer Service 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.

  I purchased a sectional from Indiana Furniture on August 22, 2022 and payed a total of $3,044.25. The furniture is already discolored, piling, the cushions are flat, and the top of the ottoman is displaced. I called and talked to our sales person, *************************. ****** said his manager would only give us an $1,800 store credit. I told ************** was not happy with that and on two separate occasions I had asked to speak with a manager. The second time I asked for a manager, I was told that would not happen. I also purchased their extended warranty, but they would not honor that either. This store is very unprofessional and greatly lacking in customer service. Apparently the managers can't even talk to customers to resolve an issue.

  

  Business Response

  Date: 02/16/2023

  Our General Manager ******************************* spoke with the customer about a week ago and offered 75% on their money back towards a upgrade/replacement purchase. He had a discussion with him to explain and confirm that the sectional is performing as it should from the quality of product and price point offered from that particular manufacturer. We have sold hundreds of that particular item item without problems and it could be an issue of how it is being used in the home, but we were willing to help him reselect. 

  The customer expressed that he wanted to upgrade but did not want to spend the money to do that and said he would speak with his wife but would probably just go somewhere else.

  We have not heard further from ****************.

  Customer Answer

  Date: 02/24/2023

   I am rejecting this response because: we purchased the sectional less than five months ago, and it is fading, *******, and the cushions are flattening after normal use. We feel that giving us only 75% of the purchase price towards a different set is insufficient after such a short period of time. This is not a cheap sectional set, and we feel that we should get a replacement for the full amount. Why should we be out 25% of the purchase price because we were sold a product that is in such poor condition after such little time? It was poorly made and the state of the sectional is not due to anything that we have done. We have other furniture that we have had for many years that has had the same use that looks brand new compared to this sectional from Indiana Furniture.
  
  
  

  

  Business Response

  Date: 02/25/2023

  **************** spoke again with our General Manager today, Feb 25th 2023, and was offered 100% refund or to reselect at 100% of the purchase price. **************** has now decided that he would come back today Feb 25th ********************************************** not wanting to do further business with our store.

  Customer Answer

  Date: 03/02/2023

   Better Business Bureau:
  
  I did speak with the General Manager and was offered 100% of the purchase price of the defective sectional towards the purchase of an upgrade at their store. I WAS NEVER OFFERED A 100% REFUND OF THE PURCHASE PRICE TO GO ELSEWHERE. If I was offered a refund, I would've chosen that after all these issues. But since the credit was all I was offered, I accepted that and selected a new sectional from their store that is costing much more than I wanted to spend.