Complaints

This profile includes complaints for Carol House Furniture Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carol House Furniture Inc

  2332 Millpark Dr Maryland Heights, MO 63043-3530

  
• 

  Carol House Furniture Inc

  38 Marshall Rd Valley Park, MO 63088-1604

  

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:06/13/2025

  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 purchased a couch several months ago from Carol House Furniture. Its still under the 1 year manufacturer warranty. Since then we've had to open a service/repair ticket for parts replacement. That was 3 MONTHS AGO. We rarely get any status updates on when our couch will be fixed. When we call in they always tell us we called the wrong number and have us call a different number to get support. When you call that number you typically get a recording and have to leave a message. We're lucky to get a call back. Sometimes these people get attitudes with us as if we're inconviencing them because we need service. Our last call with someone about 2-3 weeks ago we were told they are still waiting on parts. Well, if this is going to be the normal support experience we have every time we need support then we will not be doing business with *** any longer. Long story short, waiting 5-6 months to have your couch fixed is entirely unacceptable. I want our couch fixed in the next 2 weeks or I want a brand new couch.

  

  Business Response

  Date: 06/13/2025

  We're so very sorry about your sofa needing parts. And we agree that parts coming from the factory should be quick, but unfortunately we don't have control over that. Yes, in this case the parts are running a little later than the approx 10 weeks estimated.  I just had a thorough re-training with our parts girl *******- she absolutely should have called you about this delay Before you called us. So, she's now going to reach out to issue you a $200. Gift Card on me for your patience. We really appreciate your Biz!

  Customer Answer

  Date: 06/16/2025

  Complaint: 23464088
  
  I have reviewed the business' response and am rejecting it because:
  
  I appreciate the business response. And the offer of credit. However I am leaving this complaint open until this problem is fully resolved. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/11/2025

  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.

  Failure to issue a refund

  

  Business Response

  Date: 06/12/2025

  Carol House has as good, as fast, or faster refunds than other furniture stores.

  Actually this woman already got her C.C. refund yesterday. 

• Initial Complaint

  Date:06/11/2025

  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.

  On May 29, 2025 my couch was delivered and when it arrived it was raining and although the delivery guys were nice, they took the plastic off the couch outside while it was raining. The couch has rain spots on it now and is damaged. I have sent the **************** manager pictures, in my opinion the pictures do not reflect the damages. I asked if someone could come out to inspect the damages and was told a technician would come back. No one has come back yet. It was the *********** location.

  

  Business Response

  Date: 06/11/2025

  Yes we delivered this thru the rain, it got some sprinkles. She has sent us pics, which show plenty of hair and slobber on the fabric from her dogs. Rain drops do not show in the pics. There is nothing wrong.

  However, we would be happy to send her a $250. Gift Card to our store, with no exclusions, for her to use as she pleases, to show our concern for her happiness. 

• Initial Complaint

  Date:04/03/2025

  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.

  Location:  ***********************************************

  I bought $20,000 worth of furniture from them. My living room furniture is tore up and it's been over a year and they don't want to fix it. I have a 5 year extended warranty on it. They ask for receipts and I have sent them in several times. I would like to have my money refunded to me.

  

  Business Response

  Date: 04/04/2025

  Actually we've been helping this customer all along. We ordered the parts needed for the warantee company to fix the furniture. We agree the parts took too long, and now ****** is going to send them a $100 gift card. 

  And the good thing is that now we have delivered their parts. 

• Initial Complaint

  Date:03/21/2025

  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.

  My husband and I visited Carol House to look for a king size bed. We were approached by a sales rep. ******* He suggested if I had a designer come out to the house, I could see if the size of the king bed would fit with any other furniture. He explained that the $125 fee would be forgiven if we purchased $2,000.00 worth of furniture. We left the store but the next day I called ****** and said I wanted to make an appointment. He took my credit card information and said a designer would be calling me. A few days went by with no designer call so I called the store to find out when they would call. Later in the day a nice young lady called and we set up a date into the next week. After a few days and having more discussions with my friends, I decided to consider a smaller bed and wall unit to solve our issues. I then called Carol House to cancel the designer visit . At this time, I didn't realize ****** had already processed the $125 charge. After looking at my ***************** account online for an unrelated issue, I noticed the charge from Carol House. I called ****** immediately to get the charge returned. He told me he'd have to have a manager call me to reverse the charge. I waited 2 days and no call. I then called Carol House and asked to speak to the manager. ***** ****** was quick to tell me that the charge was not refundable. I told him I was never told the transaction was non-refundable, that I never received an invoice, that I never had a designer visit or used her services. After a long explanation of how Carol House designers are utilized and how I could use the $125 as an instore credit, which I didn't want, he conceded to refund the credit card charge. I have waited a few days now and there is still no refund on my credit card or communication from Carol House. I am a *********** resident of many decades. It's been highly disappointing to experience something that should have been quickly taken care of. Why would any reputable company act like this?

  

  Business Response

  Date: 03/27/2025

  We are very sorry for the miscommunication about our *********************** Also sorry for the delay and slowness of your refund-

  but glad it's already been issued now. 

  Customer Answer

  Date: 04/02/2025

  Complaint: 23100909
  
  I have reviewed the business' response and am rejecting it because: The refund was finally received on March 31st, after the business response on March 27th stating but glad it's already been issued now.  We are rejecting this apology in hoping to make sure this doesnt happen to another resident in or around our community. The communication about their designer service was made clear to us as the followingwe would not get the $125 dollars back if we didnt order at least $2,500 of furniture (I thought it was $2,000 but came to realize it was $2,500). It was NEVER stated or placed in writing we would not get $125 back if I cancelled the appointment before seeing the designer. NEVER. Also,I was never given an invoice or receipt for the transaction, until I requested one after our discovery and complaint about the charge on my credit card. This is a consumer protection issue that needs to be addressed. Please make it clear to customers that this $125 designer service will not be refunded, even if the appointment is cancelled and the service is never given and not just if a $2,500 purchase is made. The manager said he was doing me a big favor by refunding my money. Why have any issue at all if someone cancels the appointment. Refund their money with a friendly conversation that encourages the customer to return.

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/17/2025

  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.

  Ive attached/uploaded a timeline.

  

  Business Response

  Date: 03/19/2025

  Well we do understand her frustrations, but yes there is two sides to every story. This is our Final options:

  Considering her side, we've offered to bring back our furnishings with restocking fees (we gave Free delivery & set-up). OR

  We're happy to take care of ALL issues we caused, PLUS give her a $1,300 Gift Card with no exclusions to our store just as a gesture of our concern for her distress and patience in this matter.

  
  

  Customer Answer

  Date: 03/19/2025

  Complaint: 23076944
  
  I have reviewed the business' response and am rejecting it because: It was settled, you guys were coming to get the furniture and I wasn't going to be charged taxes, or restocking fees. The only problem: The refund is much more than 9k, and the financial accountant couldn't explain where the difference is. Then l received a message from ****** advising the amount given the day before by the accountant was way off and to call her back. I want the back and forth to stop. I have been refunded ****** so far, for the cabinet that was sent back, beyond irreparable. 

  I don't want the credit, I want you to honor your word, get your furniture and give me my refund. Your men did not have to deliver, and they left furniture outside on the sidewalk. The delivery alone was a nightmare, watching them destroying my goods. and they did a lot of damage which you guys refused to come out and see or take pictures of. I have been fair and asked for a manger (female) to come out with the pickup service drivers to pick up the furniture for safety concerns, and to ensure everything goes smoothly.

   

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

  

  Business Response

  Date: 03/20/2025

  No, we did not offer to pick up all of the furnishings without re-stock fees. No, we don't send out females because our delivery men Are safe, and went thru background checks.

  If she's so worried about this, then she should take the option we've given her of us correcting any problems with the furniture, and our huge Gift Card rebate as a gesture to show we care, and appreciate her patience. 

  Then she would not have to be concerned about the pick up, or the correct refund (after restock fees). (Even though our office accounting is always correct because of our double check system).

  Our offers are final, we will not re-evaluate this for the 4th time.

• Initial Complaint

  Date:03/04/2025

  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.

  Fraud and no customer service. Purchased a kitchen table one year ago. Paid $200 for an extended 5-year warranty. Finish is coming off with the rub of my finger. Contacted the service department where you get a recording that they will respond the same day unless it is after 3:00 pm, in which case, they will respond the next day. Ha! After one week and three more calls, finally insist on a person. ****** *. refers me to their third party coverage company. After going through hoops with pictures and documentation, the third party responds "Not Covered". Tried to contact ******, got the same message. Waited three days, insisted on speaking to her in person. She said she would refer to her mgr and get back the next day. Been a week, still waiting. Cheap goods. No customer service. Fraud on the extended warranty!

  

  Business Response

  Date: 05/09/2025

  We already helped him and resolved this 1 month ago.

  We let him know that this table was not defective, and how to take care of a wood table with wood veneers, and to discontinue using wet rags and detergents.

  We also gave him a $200 cash rebate since he didn't think the table performed as he expected. And he has the offer to get an additional table with special pricing if he chooses. 

• Initial Complaint

  Date:02/24/2025

  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 did not receive my buffet from the furniture store. But, they have my money

  

  Business Response

  Date: 02/24/2025

  We mistakenly inconvenienced Ms. **** by delivering her table & chairs without the buffet. We and I personally apologized, gave her a $150 Cash Rebate, and set her up for her specially requested 1st stop free delivery on this buffet.

  If she would rather not get the buffet, we could make an exception and give her the option to cancel this Custom Order with a 20% Fee. She could have the balance of 80% of what she actually paid for this piece refunded.  

• Initial Complaint

  Date:02/19/2025

  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.

  In October 2024 we purchased a brand new couch from carol house. It was delivered and set up broken. We were told to have a service guy come out to look at it and that took weeks then he said he would order parts and come back out to fix it. No parts or service has been made. We have contacted them several times and they just keep telling us to wait. Its been five months now and this is unacceptable I did not spend three thousand dollars for a broken couch

  

  Business Response

  Date: 02/20/2025

  We are sorry for their experience, and agree it's too long to wait. We have reprimanded our employee ******* for not escalating their concerns to a mgr.

  We do now have our service mgr ****** helping them, also a $125 Gift Card in the mail, and a service man working overtime tomorrow to install the parts at their home. 

  Customer Answer

  Date: 02/21/2025

  Complaint: 22962190
  
  I have reviewed the business' response and am rejecting it because:
  
  We bought a brand new product from Carol house and it arrived defective and they took no effort on their part to make it right for us. It took complaining to the bbb and other sources for them to help us. At this point I want my full refund back as I am not satisfied with the product or services I am being provided. 
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 06/03/2025

  04/22/25JM: Left a message *** to return a call.

  04/25/25JM: Left a message for *** to return a call.

  04/29/25JM: Left a message for *** to return a call. 

  05/07/25JM: *** return a call and spoke with ****** and is waiting on her to give Carol House final Decision. 

  05/14/25JM: Left a message for *** to return a call to me. 

  05/19/25JM:Left a Message for *** to return a call to the BBB. 
  05/29/25JM:*** was driving will give me a call back 060225.

  060225JM. Spoke with *** and she has confirmed that ****** at Carol House and has taken care of everything and is very happy with the outcome and thanks the BBB for all of the help and would like for this complaint to be "Close". 

  

  Business Response

  Date: 06/03/2025

  04/22/25JM: Left a message for the **************** Manager to give me a call. 

  04/25/25JM: Left a message the owner-(Brook) and the **************** Manager to give me a call. 

  05/07/25JM:Ashley-(**************** Manager) return a call is now investigate the situation  

  05/14/25JM:Left a Message for ****** to return a call. 

  05/19/25JM:Ashley-(**************** Manager)  called the customer and left a message to verified if consumer has and refund and items have been repaired. The consumer confirmed everything as been fix any refund due has been received. 

  060225JM. Spoke  with Ashley  the operation manager at Carol House and she has confirmed everything has been taken care of and fixed with any refund due given back to the consumer and would like this complaint close.

• Initial Complaint

  Date:02/19/2025

  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.

  Carol House trying to pay as little as possible to fix and compensate for all the damage and aggravation (this started end of July)! The delivery persons did significant damage to my wood staircase, essentially non-repairable (plus 2 holes in wall, 2 areas on ceiling, 2 areas on trim, 9 areas of damage to the furniture pieces, did not completely set up the bed correctly and left the recliner broken and in a back room). The staircase has one area that is so deep it is questionable to be sanded out. Multiple contractors, 2 of my own and 2 from Carol House have looked at my staircase and they all agree that they cannot fix my steps to the original, they can get a close match but not exact. The other option is to change the look of my house by doing a carpet runner. For just covering up their damage I am asking for extra compensation which they are NOT willing to do. They did offer a large gift card to their store but then not wanting to repair their damage, why would I want more furniture from the place that did so much damage to my home. They offered a cash check, but it was so low it would not even cover the paint repair to my wall and new runner carpet for my stairs. It felt like a slap in the face! I am beyond disappointed in this company and truly believed they would help me in such a terrible situation caused by their employees, boy was I wrong!! So disappointed and still hoping for a resolution but highly unlikely?? I have received an email from ***** ****** only once and he stated that he would call me on 2/10/25, but he has not.

  

  Business Response

  Date: 02/19/2025

  NOT TRUE.

  The reason this has been taking so long is that she continually changes her mind, and also has not let us fix things when our people came to her home. 

  We have already taken care of most Everything, but:  We have Also approved to pay Her contractors to re-paint the wall Again, and to install a stair runner of her choice on the staircase.

  PLUS We are offering her a massive $3,500 Gift Card with no exclusions, OR $2,000 Cash just for her inconvenience in this matter. 

  Now, our mgr ***** will return her message from the snow day yesterday to get this finalized.  Otherwise we may have to reduce our Huge Generous offers. 

   

  Customer Answer

  Date: 02/19/2025

  I did not continually change my mind and not once did I turn people away, 2 of their wood contractors came to access the damage and neither felt confident with the repairs and unable to get my stairs back to their original look. Close but not a match. I did take my time in making my final decision in choosing to cover my staircase with carpet. It was a beautiful, stained wood staircase that their incompetent employees ruined beyond repair.  I wanted to make sure every avenue was looked at before taking the drastic step of covering up my wooden staircase. NEVER was I given the choice to fix the stairs or carpet the stairs and then IN ADDITION to or PLUS gift card or cash.  I was given these 4 OPTIONS, all separate from one another.

  I would still like ******* cash instead of a gift card to the store that caused significant, irreparable damage to my house.  I am only choosing the carpet runner because it is the best decision to cover the damage than repair it.

  Customer Answer

  Date: 02/20/2025

  Copy of my email where they say options, not in addition to or plus.  I spoke with ***** on 12/18/24 and they did change my gift card to $3500 and told me a cash amount of $2000 but still only 4 options.

  
  ***** Fromal 
  From:********************************************************************************************************
  To:***********************************
  
  Wed, Dec 11, 2024 at 4:18 PM
  ******,
  Thanks for speaking with me today. Below are the options we discussed:
  
  1)Repair the stairs and the landing. The technicians and specialists warn we would most likely not be able to match the current stain color and sheen due to the age of the stairs.
  2)Repair the landing and fit carpeting as a runner. ***, the owner of *********************, would come out for a design assessment with carpet of your choosing. An example being a patterned carpet with edges. Our in-house design experts will often give this option to customers wanting to accent the wood on an older staircase.
  3)$2800 gift card. No expiration and can be used for anything at Carol House Furniture.
  4)Check, amount TBD.
  
  Please review and I will find the initial estimate from your preferred contractor tomorrow morning. Hoping we can connect in the afternoon and come to a resolution.
  
  Thanks,
  *****
  
  ***** ******
  Warehouse Manager
  Carol House Furniture
  *********************************************************************************************
  O: ********************* | eMail: ********************************************************************************************************
  

  
  

  Customer Answer

  Date: 03/10/2025

  Complaint: 22961966
  
  I have reviewed the business' response and am rejecting it because:
  

  I do not wish to support this company any longer due to the amount of damage done to my home.  I am requesting cash of $3500 instead of a gift card (along with the payment to two of my chosen companies to finish the repairs required to cover up the damage done by their incompetent employees) which I feel is a reasonable request due to all of the issues.   I am enclosing my email which details what has transpired over the past 7 months.  Pictures are attached to this complaint already.

   Mon, Mar 3 at 1:34 PM
  
  
  Complaints against Carol House furniture:
  Purchased bedroom set and power recliner: 6/7/2024 
  Delivered: 7/30/2024
  Upon completion of delivery - list of damages:
  10 plus areas of damage to my wood staircase
  2 holes in the wall
  Upstairs ceiling was ****ed and scratched 
  Trim at top of steps to bedroom was damaged
  4 areas on the headboard needed repair
  2 areas on the footboard bench needed repair
  1 area on the mirror
  2 areas on the dresser
  Top drawer on the dresser - slid needed to be repaired
  Queen bed was not set up properly - legs to support the mattress were not attached as needed - they were still within the footboard bench.
  Power recliner was not set up in the correct room, left in a back area and upon my inspection was not connected and was a broken chair.  This was replaced but was not delivered and set up until 9/10/2024.  And once again it had damage on the arm which needed repair and was repaired on 9/14/2024
  Grease on the material of the broken chair
  When the delivery men (two of them) first arrived, I showed them the staircase and requested that they remove the drawers to lighten the dresser. They refused, stating they did not have the time. Their first attempt up the stairs immediately resulted in holes in the wall and significant damage to my staircase landing. They finally agreed to back down and remove the drawers, then laid a covering on the landing. I placed blankets on the railing at the top to prevent damage. They handed me the drawers, and I had to determine which drawer fit into each spot. As most cabinet makers know, each drawer fits into each cavity in a specific way. I did my best to match each drawer to its correct location. This also occurred with my tall dresser.
  The delivery took well over an hour, and at times I walked away because I was so upset watching them perform the delivery and setup. After what felt like an eternity, they finished the setup and then asked me to sign the delivery papers. It stated that everything was satisfactory, but I informed the delivery man that I did not want to sign because there was significant damage to my wall, staircase, and furniture. He insisted that I sign the document and then contact Carol House afterward. In my flustered state, I signed the document without realizing they did not plan to set up my recliner properly, which was an additional surprise. After I signed, he also asked if I would consider giving them a tip for moving the furniture. I did not answer and did not give a tip.
  I immediately called Carol House on 7/30/2024 at 2:52 pm and was transferred to customer service, where I left a message regarding my delivery and needed to speak to someone as soon as possible. The next day, I was still in a panic since no one had returned my call. I repeatedly called on 7/31/2024 in hopes that someone would pick up the call (9:38, 10:28, 10:40, 12:37, 1:25, 3:06, 3:27, and 4:28). I have learned that you only leave messages, and no one answers the phones in customer service. I again tried to call on 8/1/2024 at 9:00 am and then again at 9:30 am. At this time, I pleaded with the lady on the phone to try and get me a person and not send me to customer service. She was very polite and tried sending my call to the warehouse, but unfortunately, I had to once again leave a voicemail. I decided to leave directly after work at noon and drive to Carol House in **************** where the customer service is located. This drive is 47 miles from my work and 51 miles from my house one way. When I gave my name at the customer service window, they immediately knew who I was, not sure why after2 days my call was not returned. I had the opportunity to speak in person with the manager, *****, at that time.  We had a nice conversation, and she was apologetic.
  The bedroom set was repaired, and a new recliner, which also required handle repair, arrived on 9/10/2024. The trim was repaired, and the ceiling ****s were painted. Although the holes in the wall were patched and painted over, the repaired area is very noticeable and flashes. Therefore, the entire wall needs to repainted.
  Regarding my beautiful, stained wood staircase, the largest **** is in the center of the landing and forms a large *** shape, approximately 3 x 2 inches in size and about ? to inch in depth. Repairmen from Carol House attempted to fix this area and several other areas by filling them in and then covering them with stain. Some of the smaller areas were somewhat repaired, but I could still see the ****s on my wood staircase. The groove on the landing is so deep that the repairman from Carol House told me he was unable to repair it and that someone else from Carol House would need to assess the damage to my wooden staircase. (I have never turned away workers from Carol House, as stated in one of their replies to the BBB. Their workers left the job because they could not fix it properly.)
  Over the course of the next few months, I had numerous interactions with Carol House.  At one point (11/8/2024) I was asked to check with my homeowner's insurance to see if they would cover the damage and repair. I contacted my insurance company, and they stated that I should not file this claim with them, as Carol House has its own company to handle such claims.
  
  
  I had two of my own staircase experts and Carol House sent two of their staircase experts to my home to assess the damage. None of these four experts could guarantee they would be able to restore my staircase to its original condition. I was informed they could achieve a close match but not an exact one due to the stain being 25 years old. They also doubted they could sand out the *** **** on the boards of the landing. One suggested he might be able to feather it out, but a level on the floor would still show it was no longer level, although it would not pose a trip hazard. They were all uncertain where the stopping point would be when they started sanding and re-staining. The stairs could potentially be further damaged, along with the staircase ******** and spindles. To restore my staircase to its original condition, it would need to be completely replaced. This would cost approximately $12,000 just to tear out and rebuild, not including the staining portion. Additionally, we would need to move out temporarily during the staining process. It could also potentially damage walls that would then need to repaired, increasing the overall cost to much more than $12,000. Furthermore, our main bedroom and closet are also on the second floor, making it infeasible to rebuild the staircase to its original beautiful, stained condition.
  
  Discovering that our stairs could not be repaired was extremely devastating. My husband remains visibly upset about the necessity to alter the appearance of our home. We never intended to cover up this beautiful woodwork.  Due to the incompetence and negligence of the Carol House employees, we have no choice but to cover up the damage they inflicted on our staircase.
  I have thoroughly investigated and researched all possible repair options. Contrary to the owner's claims at Carol House, I have not changed my mind repeatedly.  The only viable solution appears to be covering the damage with a carpet runner down the center of the staircase. Another issue is that the staircase is open to the 2nd floor so the carpet on the stairs will not match the carpet on the upstairs landing, master bedroom and the 2nd upstairs bedroom.  This is another change we will have to accept.   Again, the carpet runner will change the overall appearance of the stairs, however the other choice is to see the large * in the center of my landing which brings tears to my eyes often. I purchased a bedroom set after waiting for 40 years, and it should have been an exciting time for us. However, due to the incompetence of Carol House's employees, it has turned into a nightmare, with our home being altered in ways we never planned or expected.
  I have accepted that the runner is the only plausible solution to cover the damage, and I am aware that Carol House is willing to pay the business of my choice to carpet the stairs and paint the stairwell. From the outset, I have consistently inquired about how they intended to compensate me for the incompetence of their employees who damaged my staircase beyond repair. In every correspondence with them I was always given 4 options:
  Sand/repair stairs (to their ability) and paint wall
  Install carpet runner and paint wall
  gift card
  cash
  Never to choose between options 1 and 2 and then, in addition, choose between options 3 or 4. From the beginning, I wanted them to either repair or conceal the damage and then compensate me for all the additional inconveniences I have had to endure, including the modifications to my staircase and appearance of my house.
  
  
  I drove to Carol House a second time to meet and speak with *****, who was now handling my account. I believe this was at the beginning of December During that meeting, we discussed the possibility of me receiving two things, which I said I would agree to depending on the amounts. I received an email on December 11th, 2024, which again gave 4 options:
  Sand/repair stairs (to their ability)/paint wall
  Install carpet runner/paint wall
  $2800 gift card
   TBD cash
  
  
  I was still uncertain about the amounts and wanted to know the cash amount. We spoke again over the phone, and once more, he gave me four options. Now the gift card amount had increased to $3500, and the cash amount was stated to be $2000. I told him this did not make sense me; if I chose the $2000, it would not even cover the expense of the carpet on the stairs and the painting of the stairwell. Again, there was no mention of choosing two of the options. That being said, I have never liked the idea of the gift card. I feel the cash and the gift card should be equal. I really do not wish to work with the company again and have their delivery personnel in my home again.
  
  
  Due to the lack of further communication from the business, I submitted a review on the BBB on January 22, 2025. One of your employees informed me that I could not file a complaint.
  
  
  The response from Carol House on January 24, 2025, was the first time I realized I had multiple options. Never before had the words "In addition" been used.
  Their BBB response:  In addition, we're offering to give her a GIANT gift card for her patience in this matter. Plus, we have fixed the other home damage, and the furniture issues Long ago.
  I contacted Carol House on January 28, 2025, but received no response. I subsequently sent an email on February 6, 2025, regarding the review and its content. In the email I expressed my preference of $3500 in cash and indicated that I was no longer interested in the gift card. After seven months in this process, I do not wish to conduct further business with Carol House using a gift card.
  2/8/2025 - Received an email from ***** stating he would call me on Monday 2/10/2025
  2/10/2025 - no call received from *****
  2/12/2025 - called ***** - no response
  2/13/2025 - sent email to ***** - again no response
  2/18/2025 - called ***** - no response
  2/19/2025 - called BBB and spoke with Kita and she filed a complaint and stated that I did not wish to have a gift card any longer and would like the $3500 to be in cash.
  Below is the message from Carol House to the BBB complaint
  MESSAGE FROM BUSINESS:
  NOT TRUE.
  The reason this has been taking so long is that she continually changes her mind, and also has not let us fix things when our people came to her home. 
  We have already taken care of most Everything, but:  We have Also approved to pay Her contractors to re-paint the wall Again, and to install a stair runner of her choice on the staircase.
  PLUS We are offering her a massive $3,500 Gift Card with no exclusions, OR $2,000 Cash just for her inconvenience in this matter.  Now, our mgr ***** will return her message from the snow day yesterday to get this finalized.  Otherwise we may have to reduce our Huge Generous offers. 
  
  
  I have several concerns regarding his response. I did not continually change my mind, and I have always allowed people to fix things when they came to my house. His workers left because they were unable to fix it properly and they knew it. The others were contractors who bid on the jobs, not those who were responsible for fixing them.
  
  I also take offense to his last sentence -  
  Otherwise we may have to reduce our Huge Generous offers. 
  
  I believe this is an attempt to coerce me into accepting his offer. They need to compensate me for damage caused by their incompetent employees who irreparably damaged my home.
  
  $3,500 in cash is quite reasonable considering they could be paying well over $12,000 to replace my damaged staircase.
  
  I am hopeful that the BBB personnel will be able to assist me during these challenging times. Although I am just one individual facing a large corporation, I believe I have the right to fair treatment. My request for Carol House to carpet my stairs, paint the stairwell, and compensate me with $3500 in cash is reasonable and justified given the negligence of their personnel.
  
  Please let me know if there is any additional information you may need to make an informed decision. I would appreciate the opportunity to speak with a neutral third party if Carol House continues to refuse to compensate me for the damages I did not request or desire. It is a significant change to our home to go from a beautifully stained staircase to one that now has a carpet runner down the middle, with only the sides exposed.
  
  
  I am attaching photographs of the damage inflicted on my home and the new furniture I have acquired.
  
  
  
  Thank you for your time and consideration,
  ****** *******
  Additionally, you will notice on image #**** that you are able to see the * on the landing from the top of the stairs.

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

  

  Business Response

  Date: 03/11/2025

  This customer is unreasonable. Our final offer is the last options we have given. I hope they will decide to choose one of them or a combination like we offered.