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Business Profile

Furniture Stores

The Furniture Gallery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

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The Furniture Gallery 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.

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    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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    • Initial Complaint

      Date:06/24/2023

      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.
      After purchasing a higher end mattress at the end of 2021 that amounted to near $1800 after taxes, they delivered it only for it to be defective. None of the edges of the pillow top lifted and there was just a hump in the center. After reaching out to remedy the situation, I requested to swap out the mattress for a new one of the same type as it had a 365 day comfort warranty. I unfortunately did not receive any communication after requesting the exchange and my mother had to reach out in order to receive any response. Photos of the mattress were requesting and the defects were acknowledged. I was offered to either pay a fee to have a new one delivered and the old one collected or I could transport them myself. Its ridiculous to pay to remedy a situation that arises due to receiving a faulty product. I transported them myself after the new mattress arrived to the store in January 2023. I once again received a defective product and photos were submitted. They have offered to have me come in to exchange it once again. I currently reside on the opposite side of the country and already have a different mattress after losing any faith of receiving a mattress from this business in the condition as advertised. Im very disappointed that after choosing to support a local business, Ive been given this burden to deal with when I would have received much better service and product satisfaction from a corporation. I think the course of action being offered to remedy this situation is insulting seeing as I would have to travel back across the country to retrieve and return this mattress in order to receive a different (possibly and at this point, likely) faulty product, and then deal with the cost of transporting it across the country only to hope its actually the quality of which I was advertised. This purchase has only been a source of disappointment, frustration and a time absorbing mess.

      Business Response

      Date: 06/28/2023

      The Customer reached out to us approximately a month and a half ago at that point we requested
      photos to be sent, we just received photos last week at that point we reached back out and advised
      the customer they could come in and reselect, at 1st contact and in email we were never advised the
      customer had moved across country, so we had no way of knowing, I spoke with customer on
      6/25/23 to gather more information, I did let the customer know we were not aware of the move and
      we were just following procedure in regards to dealing with a defective mattress.  I advised customer
      to have her parents drop off the law tags and once we receive them we will issue a refund and
      schedule to pickup the defective mattress, We are picking up Mattress today 6/28/2023 and refund will be issued, customer was happy with that resolution...

    The Furniture Gallery is NOT a BBB Accredited Business.

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