Complaints

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

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  Wichita Furniture & Mattress

  4502 E 13th St N Wichita, KS 67208-2246

  
• 

  Wichita Furniture & Mattress

  4200 W Kellogg Dr Wichita, KS 67209-2269

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:03/17/2025

  Type:Billing 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.

  Duress or Undue Influence: If you were forced or unfairly pressured into signing the contract, it may be voidable due to duress or undue influence. I want to talk to someone from BBB not the company please. They are rude and mean, I tried speaking to them civil. My credit report shows 2,000.00 purchase for the wrong item and they refused to give me what I picked out. Plus their furniture had bed bugs and I want 1900.00 for funds for exterminator. I think since they refused to fix the problem. I shouldn't be held accountable for this transaction. I think the company should pay for this. They also refuse to show me all my cash receipts aswell. I need someone on the bbb to call me please.ntract. I tried finding a resolution through them. They got mean. I wanted my receipts I paid cash for. That was for mattress. They can't find that either. They refuse to work with me. Just because there was a new hire I gave them plenty of forgiveness. They should be accountable as well and fix their mistakes and make it right. They put my money on a wrong ticket. They refuse to give me any documentation I requested. Never do business with these people.

  

  Business Response

  Date: 03/18/2025

  We have looked into this purchase. It appears **** made three separate purchases as she used three separate payment methods. We dont see evidence of any issues on our end. We have called the customer twice to help in any way possible but we were unable to reach her. Would love to have her call back so we can dive deeper and solve whatever problem exists. It is also worth noting that on any purchases we provide a detailed receipt with every item that is purchased. We also cover every finance contract and get signatures from the customer for those contracts which we can go back and refer to. It is unlikely that any customer would be unaware of financing that they voluntarily elected to use. However, again, we invite the customer to reach out to us so we can further assist in any way possible!

  

  Business Response

  Date: 05/09/2025

  Our Store Manager P**** ***** reached out to customer again on Wednesday 5/7/25 and left her a detailed voicemail.  Customer is aware that we are attempting to address her concerns.  Thanks!

• Initial Complaint

  Date:07/27/2024

  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.

  
  
  Complaint: ********
  
  
  They are playing with words and they know it. I asked when it was going to be taken care of because It has been months. Meaning I filed the claim months ago and they hadn't fixed it yet.  I still have not received my protection plan packet they were supposed to send me after I purchased the furniture and protection plan. 

  It is not your fault that they are trying to wiggle out of their responsibility. But, you should rethink using them as a insurance plan. I feel that it will only get worse for your business as they are already shady
  
  
  
  Sincerely,
  
  
  
  ******* *******

  te my furniture.

  

  Business Response

  Date: 07/29/2024

  We are worry to hear of **** ******* issues with ******* ***.  We will reach out to them when they open today and work with them on a resolution.

  

  Business Response

  Date: 08/07/2024

  We appreciate the kind words from **** ******* in handling her issues.  Montage does keep detailed service records, and all calls are recorded.  We did our best to escalate this claim up multiple levels to have her claim handled by her protection plan. Montage has a policy that all claims must be reported within 30 days of occurrence of any accident or incident to her product.  The information that we were given from Montage, was the claim was denied due to **** ******* informing them that the issue happened "months ago" on the initial claim request.  For that reason from Montage, they denied her claim due to the issue not being reported within 30 days of the incident.  Regardless of the claim denial, we have secured and purchased the parts need to repair her chaise lounge, and will make the repairs when those parts arrive.  We have confirmed the parts are on order, and we are just waiting for them to be shipped to us.  We hope this shows to **** ******* our commitment to her as a customer, regardless of any issues with her protection plan.  Montage is a fantastic partner that is used by most major furniture retailers nation wide, and this also has no impact in **** ******* using her protection plan on future incidents.  We just have to make the claim within 30 days of the accident or incident.  We also would encourage **** ******* to contact our local customer service team at ************** in the future on any issues, and we can assist her in making a claim with Montage should that need arise.  Thanks!    

• Initial Complaint

  Date:03/27/2024

  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.

  *****The address of the store is ***** * ******* *** ******** ** ***** ******* * *** ****** ** ********* **

  al breakage was not reported in time and reasonable measures weren't taken to prevent further damage to the bed.” I did put on the claim that I had a piece of the headboard break in 2022 but wasn’t worried about it. I also wasn’t informed until after I made the claim and it was declined that it had to be within 30 days of the breakage. The website does not list it on the website at all. The website also provides the option to go back to 2022 when putting in a date. I feel that they have scammed me out of money for the warranty and did not provide the “within 30 day” notice in the “file a claim” section. I am still paying on my furniture and now it is broken and I can not get it fixed or replaced. Also when it broke I had to go out and purchase a cheap $60 metal bed frame so we were able to sleep on our mattress without being all slanted and risking ending up on the floor in the middle of the night.

  

  Business Response

  Date: 03/28/2024

  We are sorry to hear that ***** is having a issue with the ********** **** company.  We had our Customer Service Manager ******* ******* reach out to ****** and got her the following resolution.  ******* was able to secure the broken headboard leg from the manufacture as a part.  We have ordered that part for her, and will have the replacement part shipped out at no charge directly to *****, as she now lives in ********* ***  ******* will follow-up on the order to ensure that it is shipped correctly, and received by consumer.  ******* has also reached out to *********** to share ******* frustration with the claim denial.  We advised ***** to call us directly in the future so we can help assist on her behalf with  any future claims with P**********.  We will track the service part, and follow-up with ***** after it is installed to ensure this solves her issue.   Even though she now lives in a different state, we always want her to call our local Customer Service Department first as we can help expedite the process.  We hope this resolves the issue with her bed. Thanks!    

  Customer Answer

  Date: 03/28/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******