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:05/07/2025

  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.

  I received one of AFI Furnishings bedframes. A couple days later I set it up and discover it is missing the last few pieces of lug nuts to complete the bedframe. AFI Furnishings wants to charge me $10 without shipping me the missing screws. If that is not petty, unprofessional, and not honoring the warranty what is? They chose $10 over customer satisfaction.

  Business Response

  Date: 05/07/2025

  We sincerely apologize for the inconvenience the customer has experienced with their order. We understand how frustrating this situation must have been and appreciate their patience throughout the process.
  Upon review, we noted that their item was purchased through a third-party retailer as part of an "Open-Box" deal. According to the retailer's policy, Open-Box items are products that have been returned shortly after purchase. These are typically offered at a reduced price and may include minor cosmetic blemishes, missing original packaging, or other signs of prior handling. The discounted price reflects these potential conditions and issues. 
  AFI Furnishing's manufacturers 1-year limited warranty covers failures of parts due to manufacturing defects within the first year of ownership, provided the item was purchased new from an authorized retailer by the original owner. However, the warranty does not cover missing parts, which are handled directly through the retailer within the first 30 days of purchase. In this case, their retailer advised that, due to the Open-Box status of their purchase, they were unable to provide the missing parts. Understanding the circumstances, AFI stepped in to assist and, as a courtesy, provided the necessary hardware pack at no cost for the parts themselves. We only asked for a minimal fee of $10.50 to cover shipping and handling. The customer agreed to this charge, and their hardware pack was shipped on May 6 via ****** tracking number ************. We hope their issue was resolved and that they're now able to enjoy their product without further concern. Warm regards, Sara E. **************** Manager 

• Initial Complaint

  Date:06/24/2024

  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.

  I have been trying for two days to speak or even get a response from this company. No one is ever on line, no one returns phone calls and no one returns emails. Paid $1700 for a bed and it is damaged. I just bought this bed in June 2024.Is this company even in business??

  Business Response

  Date: 06/24/2024

  Dear *********,
  We are very sorry to hear of your poor experience & appreciate the opportunity to assist you. Please understand that our team strives to answer and resolve all inquiries in a timely manner & we are sorry to have let you down. Our updated operating hours are 8:30am to 5:00pm EST Monday - Friday. We do greatly apologize for any inconvenience this may have caused you. After review of your information, I see you contacted our team outside of our updated operating hours on Sunday June 23 at 10:46am. Our team promptly responded to your inquiry at 9:58am on Monday June 24. Your replacement carton has been processed and is in shipping with our carrier *** under tracking *************************** with an expected delivery within 3-4 business days. Should you have any further questions or concerns, please do not hesitate to reach out to us at ************** or by email at ******************************************
  Thank you,
  ****

• Initial Complaint

  Date:02/21/2023

  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.

  I have been trying to contact Atlantic Furniture about a warranty that is included with the purchase of the *** ****** Bed that I purchased on 1/23/2023. The top of the console has a HUGE crack in it. I need to return this item as I found other poor workmanship and seek reimbursement. When I call the number ************ or the ************ number provided on my warranty paperwork you get a recording stating that all representatives are busy at this time. Leave your name and number and a representative will call you as soon as they are free. I have left my name and number 3 times without a phone call. I have emailed both atlanticfurniture.com and ****************************************** without a response. I purchased this item via *********. Both entities are horrific when it comes to customer service and product warranty and workmanship. Stay away!

  Business Response

  Date: 02/21/2023

  Dear ****,

  We are very sorry to hear of your frustrating experience. Please understand that our team strives to answer and resolve all inquiries in a timely manner. After a brief search, I was able to locate two tickets you had opened in our system. Your initial email was received 02/02/23, we replied same day to this inquiry stating if you wish to receive a refund/return you must contact your original retailer to do so. If you wish to submit a warranty claim, we could certainly process that for you but required photos. You had not responded to that inquiry, so after 7 days of no response, the ticket was closed. Your second email was received  02/20/23, we replied within 10 minutes of receipt and stated we had attempted to contact you regarding your first inquiry and reiterated the return or warranty process. We have yet to receive a response to either of these tickets. I will reply again to the most recent ticket to assist you further. I have attached a screenshot of both our replies for your reference. I do apologize if you have not been receiving our emails, but do strongly recommend checking your emails junk folder as they may have gone to that inbox in error. Thank you.
  

  Customer Answer

  Date: 02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: They never called me as they ststed they would on the phone messages which I left. They conveniently did not mention those. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/23/2023

  Good afternoon ****,

   

  Replying here so BBB is kept in the loop. We are actively working with ********* so they can process a return/refund for you. Last communication I see that you were told by ********* to wait and be contacted by ******* for pickup. I had looped in our ********* account manager so they could be aware of the situation and escalate the process for you. Just to reiterate for BBB's reference, per AFI Furnishings agreement with *********, they are responsible for all returns and refunds as well as return shipping. I am hoping to have this issue resolved by the ********* team as soon as possible. Thank you again for your continued patience and understanding.

  ************************************;
  Order Processing & Consumer Relations Asst ***********