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:09/29/2023

  Type:Customer Service 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.

  I purchased bedroom furniture and a mattress for the queen size bed. ( ********* )The mattress started losing its shape after three weeks. ( Mattress cost with tax ******** ) I went to the store with pictures on my camera to show the salesman ( ********************* ). September 20. HE said he would call the manufacturer. On Monday I had my secretary call him and he wanted pictures and a serial number and more information. On Wednesday September 27th I called and talked to the receptionist. She wanted to take a message. So I loaded the mattress in my truck went to the store and my son and I put the mattress on one of the show beds so I could show the salesman what a POS the mattress was. He refused to even look at it and said thank you goodbye. At that point it got ugly. The last thing he said was " You aint getting your money back "

  

  Business Response

  Date: 10/17/2023

  *************** to the complaint made by ***********************************. Some of the details and names are off in his letter of who he spoke to. However, the fact remains that he did purchase the bedroom set with mattress from us. Weve had discrepancies with this customer since the delivery till now. So it doesnt surprise me that this is going on now. Also, the timing is a bit off but he did contact us and said he was having trouble with the mattress and we asked him to send us the pictures so that we can forward them to the manufacturer. He did send us a few pictures, and we intern called and left a message with his assistant that we needed a picture of the tag on the mattress and we also needed a picture of the mattress with something like a broomstick laid across the mattress to show where the sagging was occurring. We had asked for this to try to process a claim for the customer on the mattress. Instead he showed up at the store with his son angry and walked in with the mattress that they had just unloaded in the back of a pick up truck and threw it in the store. It had grease marks on it as well as a large urine stain that was on the mattress. He spoke with our manager and got very ugly and rude, so was asked to leave the store. We have however, sent the images to the manufacturer and started a claim process but because of the condition of the mattress with the stains especially the urine stain. I am not sure they are going to cover this. Also, there is no dip in the mattress when you lay something across it. The only,thing I see is a wrinkle in the fabric at the foot of the mattress that the customer sent a picture of. Generally its the customers responsibility that the mattress remains in good condition by using a protective cover but in this case its obvious the customer didnt take any precautions or care how the mattress was when he came back and left it at the store. If the manufacturer does do a replacement mattress, we will be happy to let him know and he can pick up a new mattress. If not, hes welcome to pick up this mattress that he has already marked and stained. Please let me know if you have any other further questions. 
  Thank you.

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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.

  I sent an email to the store January 7, 2023: the bedroom furniture was delivered and put together November 18, 2022.At the time there was some damage which the two delivery gentlemen took photos of and said they would file a report. The damages consist of a rotted side piece which braces the frame; and two pieces which are part of the frame which was accidentally dropped and the two pieces came apart.The gentlemen said they would file their report and I would hear back.Since then no one has slept in that bed; I have heard nothing back from the store except for advertisements to buy more AND then the footer has dropped off the frame and is now resting upon the two pull out floor drawers. It is too heavy for me to lift.This set is too expensive for such shoddy workmanship. Since I had not heard back from the store, I wrote to their home office (****************************************) on January 12, 2023. It's now 8 days later and still no response from either.

  

  Business Response

  Date: 02/04/2023

  This is the first time Im hearing anything from this customer. We will contact them directly and see what has to be done. I dont understand why the customer did not pick up the phone and call us if she had a problem. But we will reach out and see what we can do.
  

  *********************;