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Business Profile

Furniture Stores

Furniture Express
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    BBB files indicate that this business has a pattern of complaints concerning unanswered complaint issues pertaining to products, repairs, refund and exchanges. On April 27,2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. We are awaiting the business' response.

Complaints

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

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Furniture Express has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2022

      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.
      I purchased a bedroom set and a mattress set from Furniture Express on 02/28/22. The nightstand was damaged on the top, it looked like something was spilled on it. The back of the nightstand was damaged as well. The mattress was very hard and was not the same mattress that I picked out. The delivery and set up guys did a horrible job assembling the furniture. They used nails that were too long and they were poking through the footboard, the wooden slats underneath the bottom mattress is very weak causing the bed to collapse every time I sit or lie down. I reached out to them several times about this and they refused to let me speak with a manager. They told me that I could purchase another bedroom set for an additional $800.

      Business Response

      Date: 01/29/2024

      we contacted *** ***** and give her two options: either a discount to keep the bedroom set she has, or a replacement when the bedroom comes back into stock. She declined both, requesting to swap the bedroom set out for a more costly one. We offered her to pay only half of the difference, *** ***** did never got back to us with a decision. We were not able to get in touch with her after. 

    Furniture Express is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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