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:08/22/2023

  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.

  Last year in July 6 2022 I purchased extra firm Serta mattresses
  We are older and wanted a new mattress to ease our back conditions
  When they made the delivery to me I noticed it was ripped and the edges were torn and there was some discoloration
  So they finally sent a new mattress but before a year had passed
  I had to put 2 comforters on the mattress to get better support for me to sleep.
  In January I noticed when I laid on the sheets it became lumpy and uneven.
  Then lumps were in the middle of the mattress and you could see the lumps underneath the sheets.
  I removed the sheets and took some quarters on the high and low and you could see the difference in height of the mattress like an elevated mountain or cliff
  They assured me it was a good and it wasn't
  The wood under the foundation you could see where the boards were buckling and it was broke between it.
  I paid 1900 dollars My customer number ****** I called Serta and they gave me a case number ******** and I sent them pictures

  

  Business Response

  Date: 09/08/2023

  In the first part of their complaint in '22 the "mattress came ripped, torn, & discolored".                                                                                              But actually they used this first mattress for a month and then we replaced it.

  This 2nd mattress came with our 120 Day Comfort Guarantee, but they never called to tell us it wasn't comfortable.

  Now, we just Exchanged their Mattress Set lately. Somehow they did get defective Box Springs.

  And we Exchanged their Box Springs for free today. We have taken care of them all all along, and this exchange has already been set up for a while, so I'm not sure why he is complaining.

  Thank you, *****

  

  Business Response

  Date: 09/14/2023

  There is nothing about Serta mattresses that irritate skin. Plus all of our customers use a mattress protector (that could be purchased here), sheets and blankets which separate skin from the mattress which also eliminates irritation.

  Our policies have not changed. We never have, and never will sell second hand or defective merchandise.

  Customer Answer

  Date: 09/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: An appointment is scheduled for Sept. 18th of next week by the Service Department of Carol House to repair the queen foundation that arrived with a rip on the bottom dust cover when arrived on delivery. The delivery crew made notation of the damage. The crew also noted that the mattress that was delivered the week earlier had black ink marks. it is true that I experienced some skin and face irritation. In order to sleep and rest with some comfort, I placed a cover mattress on the mattress and brought some relief. However, the issue has not been resolved. We hope that Carol House stand by the warranty and merchandise. Notations on the delivery slip: Each crew made on each slip that damage was seen and observed. I am forward looking forward to a positive resolution.
  
  
  
  
  
  
  
  Sincerely,
  
  
  ****** *******

• Initial Complaint

  Date:07/10/2023

  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.

  Bought sofa and 2 chairs In June 2020. Also bought 5 year warranty. Receipt is attached. The fabric is disintegrating. Neither Carol House nor Montage warranty want to cover this. Only 3 years old! I have talked with both companies. They both think it is fine that I am out a sofa and 2 chairs!

  

  Business Response

  Date: 08/02/2023

  This customer is being allowed to get new furniture, pro-rated for 3 years usage on old furniture but they are not available to shop till September.

  So it will be finalized then.

  Customer Answer

  Date: 08/25/2023

  I don't understand what 'prorated for 3 years means.'  What is the maximum time they think their furniture should last?  Mine did not last 3 years.  

• Initial Complaint

  Date:05/09/2023

  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.

  My girlfriend and I came to carol house to purchase furniture. We did an in home design with ****, she custom ordered multiple pieces at **** ********** ** ****** ** *****. I went on military training and she came in and made adjustments without my knowledge including types of furniture, the address, phone numbers and delivery date. She had it all delivered without my knowledge under my finance contract that I signed to be delivered to the original address. Carol house did not advise me of any changes and adjusted my finance contract without my consent. They were extremely negligent and I want a refund of my whole order that was stolen. I have filed a police report and if it is not rectified I will contact the attorney general and continue the matter in the courts. I look forward to hearing from ***** or *** ****** about this issue and what they will do to assist in the matter.

  

  Business Response

  Date: 05/10/2023

  This cust purchased furniture with his fiancé. They both did financing, and both of their names were on the purchase receipts. 

  We are very sorry that she left him, and stole their purchases. We wish him well in his claims against her. 

  I have done everything in our power to help him, including big unusual exceptions which includes about $5,000 towards his account. 

  Considering we've gone above and beyond, hopefully he's happy with Carol House now.

• Initial Complaint

  Date:04/20/2023

  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.

  On Feb. 2, I called them and they told me I had to email a place, Montage Furniture Services, to fix my furniture. I had to schedule an appointment. They wanted me to take pictures and I sent them. They told me they are ready to schedule for the guy to look at it, he took pictures and said get in touch with the company. Then they email me on 2-7-23 from Alpha CT and have a technician come out at 2.15.23 and they came out and took pictures, and told me what they would cover. The problem was the cushion was flattened out in the chair and something in the corner was broken and burned smoke holes. On 2-18, Alpha CT messaged me again and said they will process a report and notify me about it. On 3-27, Carol House orders the parts from the manufacturers. It has been a month since I heard from them. They told me I had to order the technician and I told them that I am an older woman and can't do this.
  My warranty covers this. They lied to me about the Flex Steel furniture.
  I would like my money back.

  

  Business Response

  Date: 05/05/2023

  We have not lied to this customer. We and the Warantee company are taking care of this customers accident with her cigarette burns on the fabric. But maybe she didn't remember that ordering parts takes approx 12 wks. She will be contacted as soon as the parts arrive.

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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 bought a console desk and paid it off. I bought a studio couch and paid to have it cleaned and told Carol House to come out and clean it. They connected me to people to clean it but they never came out to clean it. ******* at Carol House was supposed to handle this.

  

  Business Response

  Date: 03/30/2023

  Our apologies if ******* or ********** ***** dropped the ball.

  However, I now have our ***** working with ********** ***** to find out if this customer's request is covered by her warrantee.

  Either way, ***** will make certain we help this customer. 

  Customer Answer

  Date: 04/13/2023

  The business has not followed up with me to clean my couch.

  

  Business Response

  Date: 04/19/2023

  The **************** Montage warrantee company for cleaning was texting this customer. This is a nice customer that is older and turns out that they don't use texting because they can't see it. We are very sorry Montage didn't think to call this customer instead, but now they are on it.      This customer will be helped. 

  Customer Answer

  Date: 04/25/2023

  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.  The Business answered my compliant. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 04/25/2023

  This issue has been resolved. 

• Initial Complaint

  Date:03/05/2023

  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.

  Recently I purchased $6,500 worth of furniture and have had nothing but problems from the start.The wrong couch was delivered with the furniture and after several attempts to call, I had to go up to the store to get any call back/answer.Now I have no couch while I wait 12 weeks for a new one. But my biggest problem now is the $1200 recliner I bought has a loud clicking noise when you move in and out of it. I have called numerous times on this as I have a warranty and have not heard back in 4 weeks.I went to the store and was told there was no one available to address the problem at the time.So now I have driven there twice have no update on my couch and have a broken chair.

  

  Business Response

  Date: 03/20/2023

  Really appreciate their biz! We have returned their call several times, to set up service, but haven't gotten an answer. ******* will call again, and will get them a $50 gift card for their patience and inconvenience.
  

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the single communication was sharp and brief. I have been contacted and the company has set up an appointment to look at my chair and has communicated that our couches should be in early/mid April. While the experience has been far from pleasant, compared to past Carol house purchases, I find that this resolution is adequate for now.
  
  Sincerely,
  
  ***************************