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: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 this furniture from Furniture Marketplace in January of 2021 along with a furniture protection plan from Safeware Insurance named LifeProof. Furniture was delivered in January of 2022. Within 6 months of delivery I noticed discoloring and flaking on the middle cushion. I notified **** at Furniture Marketplace and sent pictures. He reached out to Southern Motion the manufacturer of the furniture. He responded back that they said it was not a manufacturer issue. He then provided me with my policy number for the insurance I had purchased. I reached out to them and sent them pictures, it had now spread to all 3 cushions. Please note that there was some chewing of the piping which was done by my dog. I filed a claim and it was denied. I then reached out to **** again and was told that I had to submit each picture as a separate claim, however he was going to reach out to Safeware himself. Months later with emails back and forth I was told by both him and his staff that they were going to make this right. I can provide you with all of the emails if need be. I spoke to a young woman at Furniture Marketplace and was told that they were going to eat the cost of replacing the leather on the sofa. Weeks went by and no word from them. They finally told me that their furniture repair man was very busy and would reach out to me when he could fix the furniture. I do not recall when it was but **** the furniture repair person had called me while I was away on vacation and said he could do it that weekend. I explained to him that I was out of town. Weeks go by and still nothing. I call and speak to **** and was told that **** had tried to schedule an appt with me but I was not going to be home. First of all he gave me like a 3 day notice of when he was going to come out. What I do not understand is why my case of getting the furniture repaired had to put on the back burner. Now all 3 cushions of the sofa are peeling as well as the love seat.

  

  Business Response

  Date: 08/11/2023

  We have responded directly to the customer and have agreed to replace all of the damaged seat portions of her sofa and loveseat at our expense.

  We did call her and let her know this and she was agreeable to this solution.  We have ordered the parts needed and when they arrive we will have an upholstery technician go to her home and install them.

   

• Initial Complaint

  Date:06/07/2023

  Type:Delivery 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.

  Complaint: 20157160
  
  I am rejecting this response because:  He told me two weeks ago he was going to resolve the issue and he has not done so.  I am not going to accept anything until final resolution of the compliant.  
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/10/2023

  We have contacted the customer, apologized for the delay,  and assured her that we are going to get this taken care of in a timely manner.

  We will have a plan and timeline by next week which we will share with the customer. 
  

  Thanks for your help in this.
  

  

  Business Response

  Date: 08/05/2023

  We have successfully had the flooring replaced at the customers home.  Appreciate the customer's patience while we worked to get this completed.

  Customer Answer

  Date: 08/07/2023

  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. I am disappointed however that it took 9 months to resolve an issue that could have been taking care of in a week.
  
  Sincerely,
  
  ***********************