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:10/10/2022

  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.

  Bought couch, loveseat, recliner & chest Feb 2022. Cushions went flat within 4 months. They replaced insides on 3 of 5 total cushions, after arguing w/ me. Those too are not holding up. I've sent email requesting help. They want pix which were not required 1st time, bcuz I told me pix won't show problem. Mngr very rude and condescending. He told me "it's the way I sit on it that causes it to flatten". Asst mngr stated that "you only spent x amount of dollars, so what did you expect? It's not supposed to last 5 or more years!" I'm unhappy and was willing to return it and spend more $ to upgrade. They refused.. Ugly disposition and poor management!!

  Business Response

  Date: 10/28/2022

  This customer contacted us regarding wear of her cushions.  We have carried that supplier's products for several years.  We have never had a complaint re: wear of seat cushions, let alone within such a short timeframe.  However, occasionally there are issues with foam, and we ordered replacement cushion cores "no questions asked" as a courtesy.  When the cores arrived, we asked the customer to bring the cushions to our store, so that we could replace at no charge.  She brought the cushions in, and they were stained and dirty.  We took pictures to document their condition.  We replaced the cushion cores and called the customer to pickup.  When she arrived, she accused us of getting her cushions dirty.  We explained that was the condition of the cushions when she brought them to us, and we had pictures to document.  Regarding her second complaint, we are required to submit pictures for almost all warranty claims to our supplier.  We were able to get around that requirement the first time, but to submit two claims for the same parts and customer in such a short time frame is not possible, especially given the exceptionally low rate of incidence with this product.  I don't know who she is referring to as the manager or assistant manager - we don't have an assistant manager - but I can assure you we were not rude or condescending at any point.  The email chain between our store and the customer that was included in the customer's 
  BBB complaint confirms our professionalism and courteous response.   
  
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  Thornton Furniture
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  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
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  Regards,
  
  
  
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