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:04/09/2025

  Type:Delivery 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 ordered a couch on 2/7/25. I reached out to them for weeks about the status of my order without a response and when I asked for cancellation they finally responded and basically would not let me cancel the order and kept pushing for me to get it delivered even though the delivery company failed to deliver three times they said they would. Three months later and I still do not have my furniture.

  Business Response

  Date: 04/14/2025

  Hello Thank you for contacting us, Unfortunately when shipping larger items there is alot more that goes into the logistics compated to smaller parcel items, once items are shipped it explaines in our terms on our site that items can not be canceled. They can be returned and they would fall under specific terms that are based on the order and customers address. We do show the first notification the customer got was an error in the system but the order was never scheduled and then the second time there was an issue with the delivery team and their DOT compliance hours. We do not see a 3rd missed schedule however we do see the customer is scheduled for the 19th of this month. We do appologize for any issues you have had, with freight that is out of the retailers control and we are at the mercy of the shipper based on their routes, DOT compliance, and other things that determine when they can offer delivery dates. We do wish that you could have gotten delivery as soon as possible and or team has been working with them to monitor this for you. We should be good to go once you take delivery on the 19th and we have explained all the process and procedures if you would like to return the items once you take delivery and how all that works. If you need any more clairfication on this please let us know and we will be more than happy to assist. 

  Customer Answer

  Date: 04/15/2025

  Complaint: 23184804
  
  I have reviewed the business' response and am rejecting it because:
  I was never informed that the items were shipped. They did not respond to any of my communication efforts prior to me wanting to cancel. And if the items did indeed ship why havent I gotten them 3 months later. 
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/21/2025

  Hello as we have stated the items will ship from our inital warehouse immediatly once an order is placed, we do not alert customers on these movements as there are several interal dock transfers our team does to utilize our routes for the most cost effective solution to get to the final fulfilment warehouse. This is a common practice in the larger freight industry to keep cost down and not have to pass on higher expenses to the customers. Again we do not promise a specific time frame when you place an order. We do show that you did take delivery the other day so we are excited that you got your items now. Again we do apologize if we did not meet your expectations for delivery time but please understand we did not provide any delivery dates until the items get to the final fulfilment center. If you need anything else please feel free to reach out. 

  Customer Answer

  Date: 04/23/2025

  Complaint: 23184804
  
  I have reviewed the business' response and am rejecting it because:
  The day the item was purchased the order status **** said expected delivery February 12.  This needs to be corrected if in fact you do not offer a delivery date, when your system sure does. Also thanks for explaining why it takes 3 months to receive a product, maybe disclose that more clearly ahead of time.   So whats the reason it took customer service 1 month to respond to any of my emails? 
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/07/2024

  Type:Billing 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.

  On July 15, 2023, I signed what I believed was an application for a loan at a local furniture store, Simple Home Plus. The application didnt seem pressing, as the store did not even stock the entertainment center that I had looked at on that day. It's clear that there would be no interest due under the promotional period listed on the loan application until 6 months after my purchase from the store. Months later, 9/20/2023. A call letting me know that the delivery was ready and asking when the store could deliver the entertainment center Essentially, the ***************** seem to be financing much of their inventory with predatory loans, forcing their customers to pay *****% interest rates for the stores and the finance companys benefit. Meanwhile, the bank is exploiting periods when customers do not even have the purchases to eliminate the promotional periods and calculate a staggering *****% interest recovery against their customers. The companies claim that they are not subject to Missouri laws because they do not have a physical presence in the state.The company actively solicits and contracts with Missouri residents through the *****************, storefronts, websites, aAfter the Simple Home Plus store warehouse worker pick-up the entertainment center. To add to the complexity, the store would only issue a store credit for the remaining balance and never informed ************** of the credit in which they had verbally and written in communication given, leaving me with an obligation to the stores financing company (Synchrony) for monthly payments and interest, and a store credit at a store that I believe has defrauded me and many other consumers in ******************Please investigate and prevent this conduct from occurring in ******** as it has caused a major negative impact to my credit score. The entertainment center has been returned. I have emailed the full statement to the address regarding this matter.

  Business Response

  Date: 11/07/2024

  Hello, we will be more than happy to help assist. The customer made a purchase and special financing we arranged for the customer with a third party vendor called Synchrony, the company offers different promotions with different specifications, payment details are given to the customer about what options they have at time of purchase. To receive special promotions you must make on time minimum monthly payments along with paying off the full balance before the end of the promotion period or interest would be applied just like any other credit card however these terms are set by the bank not by Simple Home Plus. 
  

  Simple Home Plus is a ******************** and has stores located in ********, the locations can be found on our website. 
  

  any other questions or concerns feel free to contact us instore, online chat, call or text or email us at ********************************** and we will help in anyway we can. 

  Customer Answer

  Date: 11/08/2024

  Complaint: 22527099
  
  I have reviewed the business' response and am rejecting it because: I have proof that the entertainment center was returned within days of the delivery of the entertainment center. Simple Home Plus did not credit the return of the entertainment center to ************** as proof to the bank that the entertainment center was in fact returned. ************** has damaged my credit report due to the fact that the Simple Home Plus store in **************, ******** had not returned and is not allowing to release the credit of the returned entertainment center back to **************.

  Again, the Simple Home Plus Store in **************, ******** has not given any documents, nor informed ************** that the entertainment center was in fact returned. ************** has informed me verbally that the Simple Home Plus store in **************, ******** has not released any credit of the return to ************** showing that the entertainment center has been returned. Therefore, that is why ************** has been sending me bills for payment due to the Simple Home Plus store in **************, ******** not informing ************** that the entertainment center has been returned within days after it has been delivered. 

  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/11/2024

  Please see the terms and conditions of the sale. The return was approved under the conditions of the restocking fee and the balance returned as an instore credit. The agreement the customer has with the financial institution has not changed and is still a valid contract. All sales are final and any returns must have prior approval with the proper conditions. These conditions were explained in the text that we would do a return with the restocking fee and the balance as instore credit. There was never any agreement to alter the purchase agreement with the financing company. 

  Customer Answer

  Date: 11/12/2024

  Complaint: 22527099
  
  I have reviewed the business' response and am rejecting it because: The *** Sales Order #******* Document Date 7/15/2023 under Canceling: A Cancelations is when you have not received any item or your item at all, and you no longer want this item. To qualify you must first submit for approval with reason of cancelation, approved there will be a 20% Fee that will apply even if we can resell your items there is a lot that goes into product planning and warehouse space management and when you add unexpected item this causes more expense on our teams to accommodate. 

  Return: Our Definition of a Return is when you receive an item and like to return it back to our store/warehouse. To quality you must first submit for approval within 7 days of receiving  the Items. If approved the items must be in new condition. Damaged items will not be accepted. A Return Fee of 20% will be added in the calculation of your return.. Delivery Fees will not be returned and if we must pick up the items there will be an additional pick-up fee even if you qualify for Free Delivery. We no not Allow returns on any bedding, Mattress, or box spring items. 

  Financing; When you apply for financing with us, we submit your information through our Simple Home Waterfall Application, this will send to all our lenders so we can get you the best available promotions possible. We do not make any decisions on who is approved or declined. When you sign our application, you are authorizing us to send your information for this order on your behalf. We need to resubmit any information for this order and again you are authorizing us to do so for this order only. We cannot pick specific  lender to send your information to. By signing you are authorizing Simple Home Plus to submit your application. If you wish to cancel your application, you must submit us a request in writing once received we will respond to let you know this has been accepted but until then we have the authorization. You must also not have any open order. Your request will be not approved until that open order is complete. Your Financing will begin once we have notified you your items are ready for pickup or delivery. You will have 15 days to take possession of your items, or a restock fee will be charged to your financing account.

  Again, the entertainment center has been returned and there is noting listed in the Simple Terms and Conditions regarding an instore credit. The financing didn't start until "Your Financing will begin once we have notified you your items are ready for pickup or delivery. You will have 15 days to take possession of your items, or a restock fee will be charged to your financing account." Furthermore, even though I placed the order on 7/15/2023 for the entertainment center it was not delivered until 9/23/2023, returned on 9/27/2023, and picked up on 10/3/2023, and the entertainment center has not been reported by Simple Home Plus to the financing company of ************** as being returned at all, and within the terms and conditions for the Simple Terms and Conditions of their Simple Home Plus cancelling, return, and financing terms and conditions for ************** to receipt of the return of the full amount of $918.73 which should be separate from the 20% cancellation fee under the Simple Terms and Conditions. 

  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 12/06/2024

  ************** has continuously sent me billing statements to pay $918.73 for the  ******************** that was purchased and later returned to the Simple Home Plus Store in **************, ** on 9/27/2023. I have been disputing this matter since I began receiving billing statements for $918.73 for payment due to the Simple Home Plus Store in **************, ** of not informing ************** that the entertainment center has not been returned sighting in a unsigned lettered statement from the merchant "Hello for customer ***** ******* we have not agreed to to a refund for this customer please settle this dispute in favor of simple home plus as we have provided the signed rental agreement with the customer, and we have a signed deliver agreement that the customer received the items. The customer agrees to the terms and conditions of the sale and if there is any arrangements after the receipt of the items any agreement would be in instore credit or exchange. Please settle this dispute in favor of simple home plus as we have provided the proper documentation per our merchant agreement."

  The Simple Home Plus Store in **************, ******** did not acknowledge that the entertainment center had been returned and picked-up by their warehouse workers of Truck: T01, 53-***** ***** (Driver) and 54-******* ******** (Delivery Driver). When in fact the entertainment center was returned on 9/27/2023 and picked up by Simple Home Plus warehouse workers on 10/3/2023. 

  Under the Simple Home Plus Terms and Conditions it states above my signature on the date of 7/15/2023 for Simple Terms and Conditions Return: Our definition of a Return is when you received an item and would like to return it back to our store/warehouse. To qualify you must first submit for approval within 7 days of receiving the items if approved the items must be in new condition. Damaged items will not be accepted. A return Fee of 20% will be added in the calculation of your return. Delivery fees will not be returned and if we must pick up the items there will be an additional Pick-up fee even if you qualify  for Free Delivery. We do not Allow returns on any bedding, Mattress, or box spring items.  

  There is absolutely nothing listed under Simple Terms and Conditions were I have signed stating under Simple Terms and Conditions regarding an "in store credit orders." Furthermore, ************** states "Purchases, returns, and payments made just prior to billing date may not appear until next month's statement." Therefore, if the Simple Home Plus Store in *********************** has not informed ************** that a returned has in fact occurred. Then had could a proper adjustment in payment be made, if not known initially on 9/27/2023 that the entertainment center had been returned and fess assessment and remained for $504.23.

  This has been very stressful for me in trying to get this matter resolved. Beginning from the return process to me continuously disputing and NOW ************** has acknowledge the return ONLY as of 11/27/2024 based on the letter that I have received from them on 12/5/2024. 

  Again, there is NOTHING under the Simple Terms and Conditions stating an approved "instore credit" on purchases being returned within the correct time frame of a returned item such as the entertainment center that was returned.. 

   

  Business Response

  Date: 12/06/2024

  Hello Please find attached the customers signed terms and conditions of the sale, all sales are final when a customer ask to make changes to the sale by either a return, exchange or cancelation this must have prior approval due to the level of expense the store has obtained based on the customers purchase and at this time the terms of altering the contract will be discussed with the customer, is this situation the customer was told and aggreed that we would be willing to do a return but we would issue a instore credit for a specific amount minus the restocking fee that they can use for a future purchase and that this would not alter any other intial agreement they had made so the customer would still be responsible for any financial obligations that they had made prior. please let us know if you need any additional information

  Customer Answer

  Date: 12/10/2024

  Complaint: 22527099
  
  I have reviewed the business' response and am rejecting it because: The document in which I have uploaded regarding the Simple Home Plus store in *********************** terms and conditions that I signed on 7/15/2023 and the document in which The Simple Home Plus store in **************, ******** has uploaded with my signature on 7/15/2023 does not reflect anything pertaining to an in store credit on the return of the entertainment center in which I have returned on 9/27/2023. Although, I did not receive the entertainment center until 9/25/2023 the return was approved by the Simple Home Plus store in **************, ******** on 9/27/2023.

  Furthermore, the Simple Home Plus store in ************** did not inform ************** that the entertainment center had been returned on 9/27/2023 and pick-up by their warehouse workers on 10/3/2024. Therefore, ************** had not had never been notified by the Simple Home Plus store in **************, ******** that the entertainment center had been returned. Again, there is nothing in the Simple Home Plus terms and conditions regarding an in store credit and therefore any and all remaining balance from the return of the entertainment center should have been returned and credited back to ************** and not in the form as in store credit; as in store credit is not the policy under the terms and conditions of a return. 

  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/11/2024

  The documentation states all sales are final and any return needs to be approved, when this was approved this was explaained that in order to approve this there was a restocking fee and the balance was to be instore credit, in the documentation you will see this was texted to the customer prior to any return being approved and the customer agreeded and continued, there was no agreement to change the terms and conditions aggreed to from the original financing agreement and we explained to the customer they are still responsible for the payments so the cusotmer must make timly payments as agreed. 

  Business Response

  Date: 12/12/2024

  The only Reason the store would let the finance company know there is a return is if there is any adjustments to the financing that needs to be made, So No the store has not since there is no adjustments, however the customer has a return document that they are more than welcome to send to them if they wish but again that will not change the terms of the original contract and the financing will go to the system to review the sales as our systems are intergrated and it will show no adjustments. Hope this helps. 

  Customer Answer

  Date: 12/13/2024

  Complaint: 22527099
  
  I have reviewed the business' response and am rejecting it because: Again, there is no placed where I have signed stating that the Simple Home Store does in store credit under their Simple Home Plus Terms and Conditions under their section for RETURN: Our Definition of a Return is when you receive an item and would like to return it back to our store/warehouse. To qualify you must first submit for approval within 7 days of receiving  the items if approved the items must be in new condition. Damaged items will not be accepted. A Return Fee of 20% will be added in the calculation of your return. Delivery Fees will not be returned and if we must pick up the items there will be an additional Pick-up fee even if you qualify for Free Delivery. We do not Allow return on any bedding, Mattress, or box springs items.

  As far as the text message, view where I have stated "You mean my new invoice for the ************************* that will be credited to my account with the information in which pertains and only pertains to my Simple Home Plus Credit Account for furniture purchases." Therefore, I did not sign for an instore credit for my return on the entertainment center. I signed on 7/15/2023 under my signature that "I am signing this agreement because I have read all the terms as outlined, I fully understand them and agree to these terms on 7/15/2023.

  Therefore, the return amount of $504.23 should have been credited back to ************** and not to the Simple Home Plus Store in **************, **. This retrurn situation has been a complete mess; as the Simple Home Plus Store did not inform ************** initially that the entertainment has been returned on 9/27/2023 and the Simple Home Plus Store in **************, ******** has even denied to ************** that the entertainment center had been in fact returned since the return on 9/27/2024 sighting to ************** "Hello for customer ***** ******* we have not agreed to do a refund for this customer please settle this dispute in favor of simple home plus as we have provided the signed rental agreement with the customer, and we have a signed delivery agreement that the customer received the items. The customer agrees to the terms and conditions of the sale and if there is any arrangements made after the receipt of the items any agreement would be instore credit or exchange. Please settle this dispute in favor of simple home plus as we have provided the proper documentation per our merchant agreement."

  I ***** ******* have not signed an agreement for instore credit on my return of the entertainment center on 7/15/2023, nor do I agree with an instore credit arrangement that the Simple Home Plus store in **************, ******** has made up themselves via text message.
  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 12/17/2024

  The Simple Home Plus store in **************, ******** terms and conditions states and is as followed:

  Simple Home Plus Cape

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

  Suite 300

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

  Return: Our definition of a Return is when you receive an item and would like to return it back to our store/warehouse. To qualify you must first submit for approval within 7 days of receiving the items if approved and the items must be in new condition. Damaged items will no be accepted. A Return Fee of 205 will be added in the calculation of your return. Delivery Fees will not be returned and if we must pick up the items there will be an additional Pick-up fee even if you qualify for Free Delivery. We do not Allow returns on any bedding, Mattress, or box springs items.

  Again, under the Simple Terms and Conditions, there is absolutely nothing listed stating an "in store credit" on any returns for any items purchased and later returned for any remaining balances thereof from purchases made and later returned. The documents has showed proof that the entertainment center has been indeed returned and the remaining balance of the $504.23 needs to be credited back to Synchrony even though the Synchrony account is closed.

  The Simple Home Plus store in **************, ******** has not acted in "good faith" as they had denied and neglected to inform ************** from the beginning since the entertainment center had been returned on 9/27/2023 and pick-up on 10/3/2024 and never correctly "answered" their process of their Terms and Conditions; which has my signature regarding their correct return process under their Simple Terms and Conditions. 

• Initial Complaint

  Date:05/20/2024

  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.

  We ordered online but their store in **** doesn&#**;t issue refunds or take the furniture back. They are telling me that even though the furniture cost $860.00, they are charging me a 25% restocking plus $175 to deliver the furniture and then going to charge me $175 to come get it again. I would like a full refund, at least $860.00 back.

  Business Response

  Date: 05/22/2024

  Hello Thank you for contacting us about your concern, we do show that we had a open claim for you about your return, we did go over the terms and conditions when you made the purchase that we do offer a return or exchange process and we explained to you all the reasons and expenses to why there is a fee for when you do one of these options and again this was also explained to you before you purchased as well. You issue of a comfort level is more of a preferece and does not fall under any manufacture defect policy.  We offered the return policy and stated the time frames reguarding this. We have not heard back from you. You are more than welcome to contact our claims department again and they will be more than happy to help assist you with processing your return or exchange under the terms and conditions of your sale. We appriciate your time and we hope to hear from you soon. 

  Customer Answer

  Date: 05/31/2024

  I have reached out to the retail store and spoken to ***** multiple times but have not been able to reach the claims department as there is no phone number. Please provide a number a phone for the claims department or please reach out to me directly. 

  Business Response

  Date: 05/31/2024

  Hello the number to contact is the same number you initially contacted the claims department ************

• Initial Complaint

  Date:07/25/2023

  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 purchased some bar stools from this company. I pointed to the one I wanted, I pay and load up boxes get home put one together and it’s not the height I pointed to. I take it back and they say I have to pay a 10% exchange fee because their employer made a mistake and assumed I wanted the taller one. She did not discuss height at all. I asked to speak to the manager and was told he is remote and will text me. I told her I want him to call me, I haven’t heard a word from him. I should not have to pay for an employees mistake I would like to exchange for no extra cost or a complete refund

  Business Response

  Date: 07/26/2023

  Hello, yes there was a claim opened up for this customer. This customer made a purchase signed for the items took the items and then said they were the wrong height. The customer is saying the employee made the mistake we have explained to the customer we do not know what sizes and measurements customers need when they purchase this is why we ask customers to double check and verify there information when making the purchase, our tags have the product information on them, our website has the product information, the box has the information and our kiosk do as well. The invoice the customer signed explains this process and that we do not and can not accept any verbal agreements or in this case pointing agreements as there can be several misunderstandings or miscommunications. We show the customer received and signed for what they purchased. And when they received the items and inspected them as well they did not say there was any issues with any size difference. So again we have to assume the customer did their part and reviewed everything before signing as we show we have done our part and have the documentation to provide evidence. However we still are helping the customer with an option to exchange and get a different item but due to the items being taken we have more of an expense now that we will lose when an exchange is done because we can not resell these items as new so we have to sell or return them to our warehouse, this is why again we have stated this on the invoice they the customer agreed to that in this situation if something needs to be exchanged we can do it for them but they have to help us eat the cost we have by paying a 10% exchange fee. We even offered to throw it on a truck and have it delivered the next time they are in that zone. We truly wish the customer can see we are doing all we can to help them but they are saying the sale person messed up which we have no documentation or evidence of and we have the customer who messed up and didn’t review their invoice, and double check their items they are getting for accuracy. We hope that any reasonable person would understand that when they buy something they should check it to make sure it’s exactly what they want and they understand the terms of the sale before they sign. If we did not state this in writing before the sale we would understand the customer’s frustration however we have tried to tell the customer multiple times and in multiple places to help prevent this. 
  

  please let us know if you have any other questions 

  Customer Answer

  Date: 07/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the sales person admitted to me that she made a mistake. And also had another sales person tell me they would get things worked out without any extra fees since Anna didn’t explain anything to me
  
  
  
  
  
  
  
  Sincerely,
  
  
  ****** *******

  Business Response

  Date: 07/29/2023

  I do apologize but that is completely not true at all, the sales person never said they made a mistake. The customer came in and pointed to the item they wanted, singed a document saying they looked over the items on the invoice that has the picture, description, item number and the details about the purchase, the customer also took the items same day which also has all that same description and details on the box. days later they call and say the items are wrong. We happily will do the exchange policy for a 10% fee which was $40. The employee has no idea the measurement or sizes that will work in someone’s home that is on the customer’s responsibility to measure and determine what they want. What was on the ticket is what they got. The customer has their mother in law call in that is a judge and try to abuse her power and threaten the employee over the $40. The customer has displayed characteristics of not telling the truth and environment in unethical practices these are reasons we do not do anything verbal and we only do things on documents like the invoice the customer signed. I’m sorry but we have went above and beyond trying to make this customer happy but we do not subject our employees to giving into customers that make treats and tantrums. 

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a dining set from the business. Everything appeared normal upon delivery when I sat in one of the chairs one of the legs on the chair is 2 -3 inches shorter than the other chair legs. I called the store the day of delivery and spoke with someone ********* she stated she would have someone contact me today. Later in the evening I had not received a call nor a text, I called the store asking for instructions on the process on what I need to do to get this chair fixed. I asked for a manager and got someone stating she was a supervisor named *********. She said they were trying to send me a link but could not get it to work. The weekend passes. All day Monday passes, no phone call, no text. I go into the store Monday Evening and ask what is going on and how am I to get this chair fixed. ********* states she needs a picture of the chair to pass on to the right people. I explained to here that I was unable to pass a pic on to the link of delivery. There was another link in my phone that the sales associate had sent. Together ********* and I shared the pic of the chair leg to this site. She said this should do it and she was going to call the company asap. I asked to speak to the Manager and requested a refund on an extended warranty I had purchased, since I have no confidence in this warranty process. She stated she cant do that since I already have the furniture delivered. I told her we still dont have a chair we can safely sit in. I again asked to speak to a manager I still have not received a call a response or any instructions on how to get a safe proper chair. I even offered to swap this one for one in the store that others have sat in. I just want this resolved asap and done.

  Business Response

  Date: 05/01/2023

  Hello, we do show there has been a claim opened for your issue however we have asked for better information and pictures as we can not see any manufacturer defects with what was provided, we have also offered if you bring the items to our warehouse we can help get the information needed for submitting to the manufacturer warranty. Unfortunately we are waiting on the customers to beable to proceed. ********* is the highest person to help her with her issue. However it will not change the process for filling a claim. 
  

  The purchased protection plan is not being used at this time as it is a manufacturer defect and will be processed under them and they did not pay any extra for the manufacturer defect. The Accidental Protection Plan is for accidental damages and that is explain in the documentation that it is not cancelable. 
  

  if the customer will respond with the requested information or can schedule a time to drop off the chair we can help proceed with their claim because with the documentation we have we show there is no defect or damage to the item 

  Customer Answer

  Date: 05/01/2023

  If you would have called me and told me you needed the chair I assure you I would have made sure to bring it to you asap.  I will be bringing the chair to your store asap.  If you need a scheduled time you can schedule a time on Wednesday this week as I am off work and would be happy to accommodate your schedule. 

  Customer Answer

  Date: 05/02/2023

  I will be bringing the chair to the store on 5-3-2023. I do not know the location of a warehouse. I have not received one phone call from ********* regarding this issue.  The only instructions I was given was to send a picture which I did with her in the store to a number from the sales associate. No communication from the business.  No phone call, no text, nothing.  So I assume I just take the chair to the store!

  Business Response

  Date: 05/02/2023

  Hello please see the text message showing that we did state we needed more information or you could bring to us to help. We also have a recording phone call on April 25th at 9:18 am where we stated this as well. 
  

  we have you scheduled to drop off at our warehouse please do not bring to store you will go to the warehouse. And they have you scheduled for 1 chair to be dropped off and their hours are 9am-5pm 

  You May conveniently call or text us at ************. 

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/30/2023

  Type:Delivery 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 ordered furniture from Simple Home Plus in Cape Girardeau MO, I signed an invoice and paid for the items in full at the time of purchase. I was given an estimated delivery/pickup date of 3/11/23 as stated on my invoice and verbally told by the salesperson that the time frame of delivery was 2-6 weeks from order date (purchase made on 2/9/23). Its now 4/30/23 and I have reached out multiple times over the past 11 weeks and only been given a generic answer of "your order is pushed back a couple weeks" each time, however, I was never notified of a delay to begin with or given an updated delivery date and still can not get a salesperson to give me an updated delivery date after reaching out and asking multiple times.
  I have taken multiple business law courses, as that is what my associates degree is in and know that there is a certain time period that a seller has to provide the purchased items or a refund to the purchaser, however it's been some years ago when I took these classes and I can not find the exact information online to present to the store to get them to help me, and in the invoice that I signed it says "all sales are final" but, I feel the company has not held up their end of the contract and breached reasonable terms by changing the delivery/pickup date without notifying me, and not providing me with any updated information about my order which is paid in full.
  I entered the contract and gave them my money based on the verbal agreement of a 6-week fulfillment time frame, and the estimated date of March 11, 2023 which is clearly stated on my invoice. I know that it is an "estimate" however, changing the estimated date and not notifying me, and still not giving me one when I have been asking for almost 2 months is not a fair business practice.

  Business Response

  Date: 05/01/2023

  Hello unfortunately when items are specifically ordered for customers we explain that the date we provide is an estimated date that is provided to us by the manufacturer but is subject to change, we also explain we do not make verbal promises as it’s is stated on our purchase invoices. We put all our agreements on paper and have the customer sign and agree to the terms and conditions. We also explain we unfortunately can not control delays due to manufacturing, transportation or labor. We do offer our customers who no longer wish to wait for their order they can cancel with a restocking fee or do a one time exchange of equal or greater value for a lessor fee than to cancel. 
  

  we do work hard to get customers items as quickly as possible and we also stock thousands of items for immediate delivery but unfortunately when customers order items the estimated time is truly that. An estimated time that is out of our control. If we could manufacture the items on site and still keep the cost and prices as competitive as we do we would be that is not economically possible. We have expedited this to the manufacturer to see if there is any way to expedite their order however we can not make any promises unfortunately. If the customer would like to proceed with the cancellation or exchange process they can contact us directly and we can arrange that process. Please let us know if there is anything else we can do to assist. 

• Initial Complaint

  Date:03/07/2023

  Type:Delivery 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.

  Transaction date 11/25/2023
  Amount of purchase 1802.62
  Assured my furniture in 2-3 weeks
  I still have yet to receive the furniture and have inquired multiple times with different dates given of when it would be in. Currently the Sofa is there just not the chair per my last conversation on 3/1/2023 the manufacture will have the chair available in middle of march but I still may not receive it due to the number of orders that need to be filled. The store employees offered to deliver the sofa using the no hassle deliver I paid for and to the door deliver when the chair arrived. I have inquired on who supervisor/owner is so I could discuss this but no information of who this is will be given. I inquired about canceling/returning the items I order due to not receiving them the informed me I would have to pay a 20% restocking few. This information is in the paperwork I signed but I also was under the impression I would have furniture in 2-3 weeks and as of 3/3/2023 it has been 15wks. I have not paid for this furniture yet but as stated above if I want to cancel I will have to pay a restocking few which I feel I should not have to pay due to them being unable to produce the goods I have ordered. If the furniture cannot be received by end of March I feel the order should be canceled at no cost to me

  Business Response

  Date: 03/08/2023

  Hello, unfortunately we can not guarantee any delivery dates due to so many factors that can delay the manufacture Ing, the dates we give are estimated dates and not guarantees, this is stated and explained when you make your purchase on your order. It also explains that you understand and agree to the terms and conditions of the cancel fee, when orders are placed we can not cancel on our part and have to return and restock the items once we get them which in return causes us to have expenses based on the order so that is the reasoning for the fee, unfortunately this can not be waived. We have however escalated this to the manufacturer to see if there is anything they can do to help expedite this order. If you have any questions please feel free to contact us directly 

• Initial Complaint

  Date:01/25/2023

  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.

  We ordered a bedroom set along with a mattress and foundation November 19, 2022. I picked up the mattress and foundation myself so I do at least have that. However, the mattress is NOT the one I ordered. The only offer to make it right was to offer me a 50% to come in and spend more money to purchase another one. Today is January 24, 2023 and we still do not have our set. This place is a scam. They pushed us to finish our order so that it could be delivered December 23, 2023. I understand that is a tentative date. (I’ve also read stories online where people are still waiting on their orders from 2020)
  This place is a total scam. I didn’t do my research before shopping at this store. There are lawsuits against this company, several complaints and terrible reviews.
  I also asked to cancel my order. Their solution was to pay a 10% “reselect” fee to pick out a different set or to cancel pay a 25% “restocking” fee for furniture they claim the manufacturer hasn’t even built. So, what is there to restock? Their phone now seems to just pick up then click when I call them it’s followed by a sorry we missed your call text. No resolution as of yet. I just want the rest of my ordered cancelled!

  Business Response

  Date: 03/31/2023

  As I address this complaint I want to make it clear that we truly hate any delayed shipments and would love a timely arrival on all special ordered items to enhance the customer experience and we currently are going to a in stock program to help with this. 

  But it looks like there are 2 issues here , first all items have been delivered to Ms. ****** ** show ***** as the buyer but show ******* as picking up but either way,

  Issue 1 is statement of incorrect mattress—we are extremely careful ,and straight forward that all mattress sales are final, due to health and cleanliness issues once a mattress has been slept on there is no return except for quality issues then it is disposed of , that being said there is identifying numbers on the footer of each bed, the sales person records that specific number it is entered into a invoice and gone over with the buyer for accuracy, then the buyer is told the terms of the sale and asked to verify items and to sign the document, as I reviewed this instance I spoke with the sales person, the sales manager and reviewed tapes of the transaction, and it is apparent that the mattress ****** was in fact the mattress the customer chose , signed for at payment / financing ( time of contract), received and signed for when delivered to her home. Once this item is in her home opened and slept on to know it was uncomfortable for her there is no way to reverse anything and change up due to comfort level!  We have spent enourmous money for a sleep diagnostic machine to assist in selecting the correct comfort level and when someone chooses not to use this or selects a comfort level on their own it is regrettable but can not be reversed once it is slept on, and yes as a convenience we did offer a reduced price for a replacement in a effort to help the customer.

  Again it is clearly stated on the contract that sales are final. And it was ok and agreed at time of sale it has to be followed after sale .

   

  2^nd issue was delivery time  again we love timely arrivals but that is out of our hands, but we do everything we can to expedite the process , for example our operation system places orders daily as the order is input as a sale , once that sale is entered the product is on order and while customers order numerous items on one ticket we will receive those items as available from the manufacturer as they are ready and build the customers order piece by piece as they become available and because of that process we are completely transparent at the time of purchase that dates are estimates and all sales are final and no cancelations will be allowed with out a reselect or restocking fee! This is agreed to and signed to prior to concluding the transaction and has to remain the same throughout the transaction  

   This customer has received all items , the manufacturer sent the wrong legs and my team replaced those and I believe from all correspondence the customer is happy until I received this.

  I hope this will help to clarify the issues at hand and allow a fair understanding of the facts

   

   

  Sincerely

  Simple Home Plus

• Initial Complaint

  Date:12/09/2022

  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 recently purchased a mattress and a motorized platform base from simple home plus. Less than 24hrs from purchasing I went to the store complaining about the discomfort of the mattress. and told them the platform/base they sold me that did not work with my existing bedroom set. When they sold it to me this was one of my concerns and they assured me it would work. I have attempted to contact then every day since to try to get this taken care of. They have avoided my calls and not returned calls. Now they are telling me. I have passed the window time frame for returns and that they do not allow returns on bedding. The contract states no returns on mattresses and box springs. It says nothing about adjustable bases. They also said they will make a one time exception and allow me to return it if I pay a 35% of cost restocking fee. I am not paying $350 to return something they assured me would work that did not work. I feel they do not care about customer satisfaction and I would strongly advise people to go anywhere but here

  Business Response

  Date: 12/29/2022

  Spoke with ****** ******* and he  has returned a adjustable base and mattress he spoke with store manager.  From my understanding the compliant has been resolved. 

  Business Response

  Date: 01/09/2023

  Unfortunately we do state that mattresses and foundations are not eligible to be returned due to health concerns for our employees and customers. We do show that immediately once the customer reached out to us we responded with a call and a text we take our customer service very seriously. the Initial complaint was the mattress and nothing was said there was any issues with the powerbase, once the customer was told that we can not take the mattress back that is when we were told they wanted to return the powerbase, we made the customer a one time exception for the powerbase but we did explain we could not waive the restocking fee because we would have to hire a third party company to come and get the item so no other items would get contaminated and they would have to use protective equipment to protect themselves as well, the product would then have to go through a sanitizing process and then sold in a clearance store as we could not resell it as new. There was no manufacturer defect or any issue with the item. We will still offer this for the guest if they would like