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:01/23/2025

  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.

  I purchased a side chair and ottoman from Carol House and it was delivered 4/9/2022. The fabric is not wearing appropriately. I took out a protection plan. Contacted the company with the protection plan and they advised they don't cover wear issues. I have called *************) on 1/17/25 and left a message - no return call; called 1/18/25 spoke to a customer service agent who said she would call me back-no retun call; called 1/19/25 and left a message-no call back; called 1/20/25 and ***** said she would make sure a customer service agent would call me - no call; called 1/21 and asked to speak to the store manager, left a voice message for ***** - no call back; called 1/22 ******* said she would put me on hold, page the customer service manager but was again put to voice mail to leave a message

  

  Business Response

  Date: 01/27/2025

  I'm so very sorry you were not helped immediately when you called. No excuses, but we have a couple of new service gals in our ***** your issue is not the easiest considering quality furniture brands only warrant fabrics for 1 year. This is because they don't know how much and under what circumstances the furniture is used. 
  And the extra warrantee you purchased covers accidental damage, not regular usage wear and tear. 

  We recommend that you use a sweater ****** to remove the excess fibers in the pics- this is normal maintenance of upholstered furniture.  You'll still get the same good longevity out of this fabric. 

  But, we are also going to send you a Rebate Gift Card of the whole price you paid for your extended warrantee- plus your warrantee will remain in effect.

  Customer Answer

  Date: 01/28/2025

  I am not sure how to respond to ******* House's reply as I don't know what constitutes "rebate gift card" .  If it's a gift card to use at their store I have no interest in purchasing any additional furiture from them.  I'm very disappointed that they will not fully address my complaint and fix the ottoman.  

  

  Business Response

  Date: 01/31/2025

  I see that the customer does not want our Gift Card, so we will make an exception for them, and issue a Rebate Check for 50% of the Gift Card value if they prefer. They should contact their service person here at *** with their choice.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22848138
  
  I have reviewed the business' response and am rejecting it because:
  
  I called customer service as noted in their last response yesterday 2/6/25 around 2 pm.  Spoke with ****** who said I needed to talk with the manager.  ****** said the manager was on a call and would call me back in about 10 minutes - never received a return call.  I want them to reimburse me via check for the full amount I paid for the protection plan - $249.  They can cancel what ever time remains on the plan.  Their behavior of no customer service continues.  I'm very disappointed.  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/07/2025

  Very sorry ****** spoke for our manager, but our manager ****** will be calling Ms. ******* shortly. We wouldn't consider cancelling her protection plan, because we don't consider that to be good service. 

  We will give her 2 great options:

  - Full Rebate of the price for the protection plan in the amount of a $250 Gift Card

  - OR a Rebate Check for $125. Cash.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I will accept the offer of a $125 check but will not consider the issue closed until I receive said check.  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service 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 purchase furniture in May 25 and May 26, June 9, and and June 24, I have spend over $20000. I want my money back on the furniture. They have promised to come out several times with no response and when they came out the furniture was chip, and needed parts. I have tried too talk with several manager about my problem with no help. I am going to contact channel 2 or return my money.

  

  Business Response

  Date: 11/21/2024

  Ms. ***** is a great customer. We really appreciate her biz. I'm sorry to see that a few things have gone wrong with her large order. She can rest assured that she's in good hands with the best furn store in Stl. We do have our service manager ***** assisting her with an exchange, a service call very soon, and also a really nice Gift Card for her patience in this matter. We've been in biz 60 yrs and will make certain we take care of all her concerns.  

  Customer Answer

  Date: 12/26/2024

  I never received a call from ***** and I called and asked for a refund and to come pick up the furniture yet my furniture has still not been picked up. 

  

  Business Response

  Date: 12/27/2024

  We REALLY appreciate their biz!  It is a shame that some of our new employees have made mistakes- we're so very sorry, and we've fired *****.  Now, we are giving them two new good options:

  1. We will come out Tues to exchange pieces, and with the Best technician to fix issues, AND give them a Free $800 night table.

  OR

  2. We will let them return some of their now used furniture with restock charges.  

• Initial Complaint

  Date:10/12/2024

  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.

  Purchased a FlexSteel sofa and Love seat from Carol House in April of 2024. This was a custom sofa as it would take @10 weeks to make and deliver. We received the sofa in early July. When the sofa was delivered the sofa had a cut on one of the arms (looks like it was cut when carol house unwrapped it. I informed my salesman and customer service that the sofa was delivered damaged and was told they would order the arm and have a tech come out and repair it . Long story short it is now October and Carol House is coming up with excuses after excuses that the part from flex steel was ordered incorrectly, they received the parts but they were not sewed correctly. Yesterday on 10/11 i was told by ***** ******** that they have expedited the order but it is another 2-3 weeks before they would see the part. I do not believe them.The poor communication from this company. Every person i talk to starting with customer service **** my salesman, the customer service manager all have not helped. If i did call Carol House on a continuous base I would never know any of this. I paid 3500$ for a quality sofa and loveseat from what i thought was a quality company and now i am questioning my thoughts . This issue is 100% carol houses fault as their workers cut the sofa, their workers did not order the correct parts and it is Carol House that is NOT communicating with **** have tried to go higher in management but they are not calling or contacting **** am now worried that they will not be able to fix it correctly and like it should have been the day it was delivered. i want a mew sofa ordered and created but i am told they have to repair it before they can do anything more. if i ordered a new sofa it would have been here.

  

  Business Response

  Date: 10/14/2024

  We completely understand all of her concerns, and we're very sorry for this situation. It is a shame that this piece got thru Flexsteel & Carol House's inspection processes, but the cut it a short slit that went unnoticed. 
  We ordered a whole new "arm fabric piece". We've never experienced an arm fabric coming in only partly sewed, but now we're getting them another new one.
  The good thing is that *** will address all of their concerns and make certain they are satisfied. Plus we'll be giving them a really nice Gift Card to show our concern for their patience in this matter. 

  Customer Answer

  Date: 10/25/2024

  i have read their rebuttle and it is the same old c*** they have been trying to give us.  this has gone long enough it is now October 25th and we still have nothing .  i want them to order a new sofa and take the broken (ripped) sofa back. if this is not acceptable then i would like 100% cash refund as the sofa has been paid for. 

  I am forwarding this email and information to the family attorney to review and advise of what further action can be taken.   The simplest way to stop all this is comply to my request . 

   

   

  

  Business Response

  Date: 11/01/2024

  Please remember that it will take approx 8 weeks for us to get another sofa. The sofa in your home will be considered used by then, so we have to stick with our resolution first. Rest assured, we will make certain this gets resolved to your satisfaction. 

  Customer Answer

  Date: 11/04/2024

  Complaint: 22414349
  
  I have reviewed the business' response and am rejecting it because:
  

  I contacted them the Day it was delivered in July and was told it would get fixed . They continue to rest assure me that they will fix it yet here we are in November and it is still not fixed.  The  product was delivered defective. I want the couch i paid for. If they can not give me this them i would like a refund for the defective couch. 
  
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 11/08/2024

  We will finally be receiving their fabric part in the next day or two. We will try to set up service this coming week on a day that will work for them. We will be issuing them a great gift card for all their patience in this matter. 

• Initial Complaint

  Date:09/29/2024

  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.

  I bought a flexsteel sofa 7/11/24. When it was delivered 9/28/23 the arm roll is sliced/cut, black spots on cream colored fabric seat cushions and they look used, the back cushions fabric is gathered and not smooth like it should be. The delivery ********** called Carol House delivery customer service immediately and you stated you are aware of this and flexsteels machines are damaging these sofas fabric during production. Then why did you send me this damaged sofa when you are aware of this issue happening? Why didnt you inspect this sofa before you delivered it? The delivery person sent you pictures. There is no reason I need to take off work 10/22/24 for Carol House to come out to my house when you are aware of these issues, you have pictures from the delivery man, and this is delaying you ordering me a new sofa. I want a new sofa ordered right away. Do I have to wait another 10 weeks for delivery? I have been calling Carol House for 2 days and cant get in touch with a manager or customer service.

  

  Business Response

  Date: 10/01/2024

  Completely agree with this customer, and so sorry about this. Very glad we have them set up for new furniture by exchanging this.

  In addition, tomorrow ***** our service dept manager will be back from ****- and is going to call to discuss and give a nice Gift Card as an extra measure of our concern.

  Customer Answer

  Date: 10/08/2024

  Complaint: 22356074
  
  I have reviewed the business' response and am rejecting it because:
  
  You responded back to my complaint with the BBB that you are exchanging this damaged sofa that has a torn roll arm, worn looking cushions, and black marks on the cream colored fabric. I received a voice mail today 10/08/24 from Carol House stating I need to schedule your technician to come out to repair my new sofa. Do you expect me to take off work and have a new sofa repaired?This was a custom order sofa on the fabric, which took 3 months to be delivered. Is the technician going to repair the torn fabric with a needle and thread, or a patch, and what about the worn cushions and black marks?  I purchase a new sofa not a used floor model. I was told by your delivery **** when I called immediately while the driver was here 9/28/24 that Flexsteel and Carol House was aware ******************* were tearing/slicing the fabrics on some of the sofas. She was surprised both roll arms werent torn. Why wasnt this sofa inspected for damage by Flexsteel and Carol House before delivering to the customer? I no longer have my old sofa and will be keeping this damaged sofa in my possession, until I receive a new sofa, which is going to take another 3 months to receive. This will be a total of 6 months to wait for a purchase I paid in full on 7/11/24. I would like a phone call asap on when to expect delivery of the exchange for a new sofa.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/11/2024

  Furniture stores do not take back Custom Ordered furn. *** does not sell used furn.

  We wouldn't expect you to wait months again, so we will fix yours perfectly- no sewing. We will replace the fabric where needed with new. We will clean where needed. And after it's up to factory specs, we'll give you a big rebate to show you we care about your inconvenience. Be certain to contact our service manager ***** at ************ ex.218 so that we can get all this done for you.

  Customer Answer

  Date: 10/19/2024

  Complaint: 22356074
  
  I have reviewed the business' response and am rejecting it because:
  I never said you sold used furniture. You misunderstood when I explained that I expected my new custom ordered sofa to look brand new when it was delivered. Your 1st response stated you were exchanging the sofa, and now your 2nd response states you are repairing my new sofa. I still have not heard back from *** on how long its going to take for the fabric to come in to repair the sofa, and then I have  to find the time to schedule an appointment with the technician to come out on a Saturday when I am off work and available.  I am very disappointed.
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/12/2024

  Type:Product 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 some motorized home theater chairs this spring. Shortly after, one of the headrests stopped working. A repair tech inspected the chair on July 19, assumed it was a bad switch (instead of a motor), said CH would have to order the part and it usually took about 6 weeks. I have heard nothing back since.I left a VM at their customer service number about two weeks ago. Recording said I'd get a response by end of day but no response as of *****. I sent an email to their customer service email to them early *****, but no response yet.I just called and left another VM with customer service. I tried to use the directory to leave a message with Brook or *** (owners), because it seems the ** unit is going to do nothing. But the directory didn't recognize their names - guess they can't be bothered.When company management leaves you no way to escalate a problem within the company, they force you to go to external parties, like the BBB .

  

  Business Response

  Date: 10/01/2024

  I would agree that this is a lack of keeping our good customer informed. Fortunately by chance we received this motor today, and ***** in service is calling to set up a time to install.

  Plus I told her to give them a nice Gift Card for their patience in this matter. 

  Customer Answer

  Date: 10/05/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ****** **

• Initial Complaint

  Date:09/04/2024

  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.

  I bought a chair and the controls on the recliner are not working properly. I&#**;ve been calling since 8/24 with no response and I need my chair repaired or replaced. I finally got ahold of someone who said they were catching up on phone calls but still no one has called me back.

  

  Business Response

  Date: 09/06/2024

  Unfortunately it was ***** that took their call, whom we fired since.

  We're very sorry the recliner isn't working. As they know, we now have a service call set up.

  And our service manager ***** is going to get them a nice Gift Card once we get this resolved. 

• Initial Complaint

  Date:08/27/2024

  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.

  I bought 2 dressers. I have photos of prices to show my husband. When i went to pick one up they said sorry. You need to pay over $500 you cant have them for price i have photos of. They made me refubd/cancel they will not give me them for listed price i paid. I want them to resell them to me st price they had them showing at.

  

  Business Response

  Date: 08/30/2024

  Yes, Somehow there was a price tag on this item that was Half of our Cost we paid the factory.

  Just like every retail biz, we are allowed to retract any sale before delivery that is Below our Cost.

  However, our manager ****** was gracious enough to offer this customer a Drastic reduction in price off of our actual guaranteed Lowest tagged price in the Country. This price is at our cost on this piece. I'm surprised this customer didn't jump on that offer.

  Customer Answer

  Date: 09/05/2024

  Complaint: 22202603
  
  I have reviewed the business' response and am rejecting it because:
  
  i paid the price they listed it at then when i went to pick it up the said now you have to pay $300 more. NO business operates that way.  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/24/2024

  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.

  Bought massage chair from Carol House (CH) 12/27/19 & 5-year ext warranty (Montage). Mechanical issues started 6/2024. 2 error codes- 04 and 17. Contacted manufacturer, needed to replace backrest wiring harness ($95) and counting sensor ($40). Contacted M, started claim 6/27/24. Virtual service appointment 7/17/24. Technician came out 7/28/2 to fix the chair but no parts received. Received email 8/2/24 that M authorized CH to order parts needed to repair chair. 8/8/24, received text message from M: We are contacting you to advise that we have resolution offers to provide. Reply with how you would like to proceed within 10 days.1.A cash settlement in the amount of $1237.50 in lieu of replacement of your massage chair. With this option, you keep the chair and a check is mailed to you.2.A reselection credit in the amount of $2750.00. This is the original price you paid minus tax, delivery and protection plan fees. The reselection credit is only valid for the same type of furniture grouping and you must complete the reselection within 30 days through the original store you purchased from. The store will require these original pieces back: massage chair. Informed that M was told, by CH, that since the chair had been discontinued, the parts were not available to order, and the chair could not be fixed. Spoke with CH 8/15/24. Was told that the parts are not available and that was that. I confirmed parts are available. Was then told ***** is picky about who they sell their parts to and will only sell to companies that they contract with- Carol House is not contracted with ***** so they cant order parts. Call got disconnected. M informed me that CH thinks motor, base and side panel need replaced. This is incorrect. Called chair company and confirmed ** has not tried to order parts but that they are available and would take the order from CH. Tried calling CH on 8/17/24, 8/20/24, and 8/29/24. No calls back. Want CH to order parts needed for repair

  

  Business Response

  Date: 08/26/2024

  We are sorry that this is a challenging one to get the parts for, however the claim is still open with the warantee company, and hopefully parts will be a third good option.

  We will help them keep the other two good options above open in case the parts can't be gotten.

  They did get almost 5 good yrs of massages from this chair, making the above options very good. Even if they have to spend a little more for a replacement chair, it'll be brand new after using the other 5 yrs.

  Customer Answer

  Date: 08/29/2024

  Complaint: 22190672
  
  I have reviewed the business' response and am rejecting it because:
  The point of this complaint is being missed.  We have a product that needs repair.  Just because we got "5 good years out of it" does not mean it should automatically be thrown away and replaced.  It is fixable and fixable under the purchased extended warranty.  The problem is that the warranty company says Carol House is responsible to order parts because the warranty company says they cannot.  Carol House first said they can't get parts because the chair is discontinued, then can't get parts because they don't have a contract with ********************** The day our original complaint was filed, my husband called Carol House, left a message for the store manager who then had **** from the service department return the call.  She told my husband the fault lies with ************************* who has to order the parts since Carol House can't.  As a side, during that call, my husband asked to speak with someone higher up.  He also asked **** to look into whether or not it was possible to get replacement of the exact same chair in the event that we decide to give up and just replace it.  **** told my husband she would call him on Tuesday.  Tuesday came and went.  So did Wednesday.  Now it is Thursday afternoon and still no call.  **** didn't return 3 of my previous calls either.  Not a good look for Carol House's service department.

  Here 's where things stand- My husband and I are caught in the middle between 2 companies who clearly can't communicate well with each other and then put the blame on the other company when we call to figure out a solution.  

  This really should not be this difficult.  I called *************** directly ************, option 1 for customer service, found the parts I needed (backrest wiring harness and counting sensor), confirmed that they are available to order, confirmed that the entire motor, base and 1 side panel do not need to be replaced just to replace the wiring harness and sensor and confirmed that no one needs a contract with them to order parts. 

  What we would like is for Carol House and Montague Warranty to communicate directly with each other to find a solution to order these parts. Stop telling us it can't be done- it can.  Offering us a cash option or money towards a new chair is lazy on both the company's parts and it tells the customer that they don't want to be bothered to take care of the problem at hand, the problem that we paid extra money for an extended warranty for which we were told would cover all mechanical issues in this exact situation. 
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/04/2024

  We're so sorry about this. I agree it shouldn't be such an involved process. 

  We fired ***** yesterday for such lousy service.

  No, this exact chair you originally got is discontinued, so another can't be obtained.

  ******* is going to order these parts for you, and keep you posted.

• Initial Complaint

  Date:08/24/2024

  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 bought a bed and mattress on 07.19.2024 scheduled to be delivered on 08.24.2024 and I received a call from CarolHouse today (08.24.2024) saying that they can't come and that the new delivery date they have available is only after september 5th.I understand that problem happens sometimes, but putting me in queue again as if I'm buying today is not fair. I told them why they can't come the next week and they said they already have others customers scheduled, however I was scheduled first, so I also expect to have the service done first.I'm really disappointed with the service since I've been waiting for almost 2 months for a bed and mattress and this was not the first problem I had; when I bought they told me they had the mattress and bed in stock, but then they said sorry and because of a system error delivering would take longer than expected.I want to received the products as soon as possible, because you're already too late. I bought and wanna it, that'll be the end of story, but it has been a journey. I'm really sad with CarolHouse service and thinking of never buying anything from them again.

  

  Business Response

  Date: 08/26/2024

  We are very sorry about this inconvenience. We've been trying to set up another day that's convenient to deliver. ***** in our service is now handling this cust. If they would call her to schedule delivery at ************ ex217, she'll also get them a $100 gift card for their patience. 

  Customer Answer

  Date: 08/29/2024

  Complaint: 22190372
  
  I have reviewed the business' response and am rejecting it because: I`ve been trying to reach ***** for 3 days with no success. I left more than 2 message in her mailbox, but without any reply so far, although she say she`ll respond at the same day. Really difficult to get this solved. Call me at ************ ASAP.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/30/2024

  I'm going to up the gift card to $125, and get it mailed out right away.

  This cust can call us at ************ and whoever answers the phone can schedule them for a good delivery.

• Initial Complaint

  Date:07/08/2024

  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.

  Had good experience with ********* in 2017 prompting 2021 purchase w/2 rooms of furniture from CarolHouse=$6636.15. Arrived 5 months LATE. Delivered OCT2022. Few weeks in home=MAJOR Quality CONCERNS w/creasing fabric, seam separation, buttons poking out, fabric not fully attached, cushions not level on sectional, liquid rings. **** ************** swivel chair upholstery subpar. Stapling is lumpy, pleating/creasing/wrinkles where supposed to be flat. Contacted JL Jan2023=NO RESPONSE. Feb2023 sectional COLLAPSED w/son standing on it. More *************** ** said they need to send out a tech, then NOTHING. **** *** said retailer would be in touch= NOTHING. Nov23 Carol House told us to file claims w/ Montage warranty. DENIED 2X. 1st for "***orting period" 2nd "manufacturer defect." Carol House GHOSTED our CALLS w/WARRANTY DENIAL. ZERO leads A YEAR LATER=March24, I created PUBLIC social media video w/HONEST experience. ************** ******** REFUSED help (in recorded call) if posts remained public. DEMANDED post removal. ********* BLAMED family for lack of care, ACCUSED of use & abuse. ****** stated we were blackmailers, LIARS (we have receipts,photos,video) wanting free furniture. Spent TOO MUCH TIME composing emails, letters, calls, photographs, CHASING DEAD ENDS! We are a family of 7, 2 full time TEACHERS, treated like we are NOTHING. All furniture has been MOVED to basement. *****, AFTER ***orted to BBB, JLou sent tech as "courtesy." Took apart sectional, inserted 2x4 & cleaned rings. Tech notes suggest reupholstering pieces/ his work was temporary fix. AGAIN NOTHING. Sentimental funds were used & the psychological & emotional impacts of wasted time, accusations, bullying cause ********************* July2024-AGAIN NOTHING even w/stains reappearing. ************** CHAIRS NEVER addressed w/ bad upholstery. WHY did BAD BUSINESS transform into DENIGRATING our family w/accusations & NOT ADDRESSING QUALITY CONCERNS! CAROL HOUSE do better! Wasn't there an easy solution?

  

  Business Response

  Date: 07/08/2024

   This furn was delivered according to manufacturers specs, and our showroom display is representative of like tailoring and quality they received. 

  This white furn or any furn, is not made for kids standing, jumping, and eating on. They have not given "reasonable care" to this furn.

  After this furn was heavily used for 1.5 years, Yes there would have been an easy solution:  If this cust would have given us a chance, we would have gladly given them a large rebate to keep as is, even though their complaints were not under warrantee. 

  Now that they have tried to "defame" CHF with their social media campaign, we do not have any options, and prefer not to do biz together again. 

  Customer Answer

  Date: 07/09/2024

  Complaint: 21955530
  
  I am rejecting this response because:

  Carol House gave us a May delivery, it arrived in October. VM from ****** on July 27, 2022 apologizes stating "unfortunately it does look like its going to be coming in later than what we were anticipating, looking at the end of September." 

  All complaints, photos and video were taken within 90 days of delivery and family use (check time stamp).  As a busy family, we were hardly home- it was during holidays we noticed furniture wasn't holding up as anticipated. We immediately called. On Feb. 15, 2023, ******* from CH was going to schedule a technician for inspection. Then NOTHING. In November, after Montage denied claim for time reported (even though we were giving *** a chance) ***** *. dictated wording for 2nd claim, but we were denied and then GHOSTED. Feb 23 ****** from *** returned a called after video was published, but then was fired. ***** ******** demanded we take videos down to get help. WHY did it get to that point? Why a year? Why didn't *** send out a tech in Feb? Why didn't ***** return our calls when Montage denied us 2nd time? 

  Furniture in store IS NOT representative of what was delivered. **** sofa upholstery is puckered and not flat. (PHOTOS prove it).

  JLOU sectional in thrillest pearl was sold to us as "family friendly" and we were assured by 3 salespeople the fabric was washable KNOWING have 5 children. We have NEVER put chemicals on sofa other than WATER, yet there are visible liquid rings!

  "Reasonable Care" is visible throughout our entire home, as stated by technician that JLou sent as a courtesy. Children accidentally spilled clear soda. Accidents are NOT on purpose. 

  We gave CHF, JLou OVER A YEAR to help us. We chose to be proactive in a HELPLESS situation to get some one's attention, NOT Defame.  An honest video is NOT defamation. Defamation is false information.

  CHF only "helped" when they thought Montage "protection plan" was going to provide assistance. Furniture was moved to basement and is NOT being used. We have JL furniture purchased in 2017 from CH that looks better than 2022 delivery. 

  Complaints are VALID and furniture is NOT holding up. A year of back and forth with NO answers and ***** ****** said we were users, abusers, liars and blackmailers. ***** ****** could have reached out rather than denigrating our family. All video and photos are HONEST depictions of what we have encountered. 

  CHF DOES have options and should STILL WANT to RIGHT this wrong considering Brook didn't have his FACTS straight.

   

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 07/09/2024

  Same answer we gave above, thanks