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Business Profile

Furniture Stores

Kemper Home Furnishings
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Kemper Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kemper Home Furnishings has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      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 Lazy Boy reclining sofa was ordered and paid for at the Somerset,Kentucky ****** Home Furnishing store on January 25th, 2025 It was picked up on March 11th 2025. It had to be ordered because the color in stock was not desired. Upon uncovering the sofa, there were noticeable issues where seams didn't line up, and the left hand reclining side is very loose. There is a uneven gap between the left side sofa and the middle that is most prominent on the back rest. I contacted Somerset ****** location and was advised to call ****** location in London Kentucky and speak with "****." He sent "****" from the London location, he only checked to see if he could fix the left side where it is loose. Approximately one week later, I had not heard anything back, and reached out to **** again. He stated " We dont do refunds are replacements." I informed him, that I was only seeking a satisfactory repair or replacement of this issue. I then asked him to send a female to inspect it, in hopes that they would not overlook this cosmetcic and functional issue. He further stated, " We do not do that." I then reached out to Lazy-Boy headquarters in Michigan 3 times thus far. I spoke with ***** the first time, amd he generated an email to send directly to ****** with no reply as of this report. I then spoke to ******** on April 4th, she transferred me to ****** who was a higher personnel. ****** advised me that she was going to send another email to ****. She further, stated that I should reach back to ****** to which I am reluctant to do secondary to the previous attitude I encountered. I strongly feel that I have been unjustly dismissed and cant help but feel it is related to sexism and ageism. I spent a good deal of money to get what I wanted, and it is not the quality it should be.

      Business Response

      Date: 04/14/2025

      In regards to the customer complaint, reclining sofas and loveseats of any brand naturally have gaps in between the seats and backs to allow movement to recline and move, allowing the back to lay in a reclined position, the seat to slide outwards, and the footrest to recline.  I have attached a picture of the showroom sample that the customer would have seen when making the purchase.  We do understand that the customer wants no gaps at all but this is not possible with reclining furniture.  Our efforts to resolve the initial complaint are as follows:  Purchase date was January 25, 2025, and the special order sofa was delivered March 11, 2025.  Customer called on March 17, 2025 with the complaint, we scheduled an in home visit to check the sofa on March 19, 2025, found no mechanical issues but did try to adjust the poly fill in the backs to eliminate as much light coming through the gaps as possible, as the unit was partially in front of a window, which also magnifies the gaps in question.  On March 25, 2025 customer called with complaint again and our service manager had to inform her there was nothing to warrant a repair.  Customer contacted the manufacturer, so the manufacturer contacted our service department on March 31, 2025 by email stating the customers concerns.  We responded to the manufacturer on April 4, 2025 with what we had attempted thus far, in which they responded to us that same day stating they completely agree that this is a preference issue rather than a manufacturing or service issue.  We genuinely care and would like to offer this as a resolution:  Customer may enjoy full credit of the special ordered reclining sofa she selected, and reselect a non reclining sofa, that we would prefer not to be a special order, and if there is a credit difference, it is to be used as an in store credit towards another item or future purchase.  We will also offer the pickup and delivery at no extra charge as a courtesy to the customer.  

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