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Business Profile

Mattresses

Box Drop Mattress & Sofa Outlet of Central Mass, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:10/11/2022

    Type:Service or Repair 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.
    Purchased a brand new couch April 23, 2022. By Sept 22, 2022 the springs were detaching from the one side of the inside of the couch. It left the couch unsupported and unusable on one side and completely ripped through the bottom dust cover. Not to mention that the ends of the springs are sharp and could easily cut someone. They sent a couch repair guy (apparently that's a thing) to fix the broken springs. Not even 3 days later another spring broke and again ripped through the bottom dust cover. At this point on Sept 29, 2022, I asked for a replacement couch that is not defective or a refund. They suggested I continue to have it repaired, meaning to take time off from work to wait around for 4 hours for a stranger to come into my house and continue to "fix" the same recurring issue. In messaging them back and forth, they decided to block me from further messaging them as a resolution to my request instead of being a reputable business. I feel like this was completely unprofessional and I still have a broken couch that cost a total of $706. Id honestly prefer a refund, as doing business with such an unprofessional company any further is not in my interest.

    Business Response

    Date: 10/13/2022

    We appreciate the feedback from the customer on this and hope to continue the dialogue to come to a resolution. Fortunately we work with vendors and manufacturers that do offer limited warranties on their products. Our position as the retailer of the items is to facilitate any manufacturing related defects or problems that *** arise with any given piece, which is why we have a relationship with a furniture repair technician that can help us, much like any furniture retailer. When the customer first contacted us with a problem on her furniture, September 22nd, we contacted the manufacturer on her behalf to request authorization for a repair to her piece as the warranty on her furniture provides. On September 26th, the repair technician went to her home to repair her piece. Well we understand this can sometimes be an inconvenience, we do our best to coordinate a day or time that will be best for the customer. Several days later, the customer stated she was having the same issue again. At this point we did ask for more photos to send to the manufacturer to request either a replacement piece or a credit towards a new piece. The manufacturer stated that the issue at hand was only a coil support related issue that is typically easily fixed and can also be reinforced if needed and did not warrant a full replacement of that piece. We communicated this to the customer and she refused the repair. Throughout this process she has demanded a refund for the piece, which is not a likely outcome from the manufacturer. Warranties typically only cover repairs or replacement if qualified. The customer signed a receipt when she took home her piece that stated all sales are final as we are an outlet and clearance center. This was also a waiver of liability as she elected to take the sofa home on top of her vehicle against our advice. Will send photos of all of these documents and discussion. At this point, we are still willing to schedule the technician for a repair as the warranty dictates, but there will be no refund for the piece given. The piece has been used and in her home for 6 months. We do hope the customer is willing to come to a resolution on this and we are sorry for her trouble. 

    Customer Answer

    Date: 10/13/2022

     
    Complaint: 18196636

    I am rejecting this response because: 

    I'm no longer doing business with boxdrop, mainly because of the unprofessionalism of blocking communication with me. I really feel like other potential customers need to know the ************* or lack of of what they are purchasing before they buy a nice looking piece of furniture that breaks in 5 months.

    Sincerely,

    *************************

    Customer Answer

    Date: 10/13/2022

     
    Complaint: 18196636

    I am rejecting this response because: 

    I'm no longer doing business with boxdrop, mainly because of the unprofessionalism of blocking communication with me. I really feel like other potential customers need to know the ************* or lack of of what they are purchasing before they buy a nice looking piece of furniture that breaks in 5 months.

    Sincerely,

    *************************

    Business Response

    Date: 10/14/2022

    We appreciate the customers thoughtful and considerate feedback of our small local family owned business. We always honor manufactures warranties should an issue arise and have tried to do so in this case. We have requested on behalf of the customer that they review the request for a replacement piece.  The decision to repair or replace furniture is always in the manufacturers hands per their warranty guidance, but we are always happy to help our customers in facilitating the process. However, again at this time, in this case, they have issued a response to repair the 1 coil that the customer is having issues with in this piece. So we are happy to do that for the customer, should she change her mind and decide to have her furniture repaired.

    Customer Answer

    Date: 10/17/2022

     
    Complaint: 18196636

    I am rejecting this response because: I'm not interested in doing business with a company that blocks communication. I'll deal with my broken couch and replace it, and deal with the loss of $700. I'll never do business with Boxdrop again and will be sure to never recommend them to anyone I know. 

    Sincerely,

    *************************

Box Drop Mattress & Sofa Outlet of Central Mass, Inc. is NOT a BBB Accredited Business.

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