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:01/07/2025

  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.

  New washer purchased on November 6th, 2024. Washer was installed the following week by **** Furniture installers. January 2nd the washer stopped working. Contacted **** Furniture about a refund, exchange etc. Was told the only recourse is to file a warranty claim. ***** ***** assisted in filling warranty claim. Was assured the warranty people would call within 24 hours. No call was received.

  Business Response

  Date: 01/08/2025

  Thank you for providing us with the opportunity to address the concerns raised by Mr. ******* regarding **** ********* washer purchase on November 6th, 2024.
  Background:
  The washer was purchased and installed by our team the following week.
  On or around January 2nd, 2025, Mr. ******* reported that the washer purchased by **** had stopped working.
  Actions Taken:
  As per our warranty policy, which aligns with manufacturer guidelines and was signed off on by the customer at the time of purchase (see attachment), we advised that the appropriate course of action was to file a warranty claim.
  Our representative, ***** *****, promptly assisted the customer in filing the warranty claim on or around January 2nd, 2025.
  Addressing the Concern:
  We sincerely apologize for any inconvenience Mr. ******* experienced during this process.
  We have followed up with the warranty company to ensure Mr. ********* repair is still scheduled.
  Resolution Steps:
  We remain committed to ensuring that the customers issue is resolved as swiftly as possible, in line with the manufacturer's warranty terms and have full confidence ** will have the repair resolved in a timely manner.
  We value our customers and their satisfaction is our priority. We are taking this matter seriously and will continue to monitor the situation to ensure a satisfactory resolution.

  Customer Answer

  Date: 01/08/2025

  Complaint: 22775753
  
  I have reviewed the business' response and am rejecting it because:
  

  A washer that stops working after 57 days needs to be replaced.  No questions asked.  The machine isn't fit to sell to the public.

  Was lead to believe that going down this warranty rabbit hole was my only recourse.  The first step of this journey was the repair people calling us within 24 hours.  The repair people didn't do this.  If they can't make a phone call, I doubt they will be able fix this washer.

  I would like for Troy Furniture Company to refund the purchase, come get their washer, and go away.

   

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

  Customer Answer

  Date: 01/13/2025

  No service tech came today.  Troy Furniture Company sells appliances that come with a snam warranty.  **** Furniture could have came out and looked at the washer but they choose to be complicit.

  Original complaint with Missouri attorney general cc-2025-01-000869

  Original ************************ complaint number 182047661

  Please tell me who the owner of Troy Furniture Company is.  When they hooked up the washer they reversed the hot and cold lines.  Doubtful this oversight caused the washer to fail.  The fault code is #**.  It happens.  I will reach out to GE to ensure this didn't cause washer to fail.

   

   

   

  Business Response

  Date: 01/14/2025

  We appreciate the opportunity to address the complaint filed by Mr. ****** E. *******
  concerning the washer purchased from Troy Furniture Company on November 6, 2024.
  Upon reviewing the details of the complaint, we would like to provide the following
  information:
  1. Purchase and Warranty Acknowledgment:
  Robert's mother purchased the washer and signed an acknowledgment of the sales
  order. This document clearly states, ***************** is subject to manufacturer's
  guidelines." This clause was agreed upon at the time of purchase.
  2. **************** Appointment:
  After being informed of the issues with the washer, our team assisted the customer by
  promptly scheduling a warranty service appointment with the authorized ** service
  provider for January 13, 2025.The service company did not show up and requested to reschedule the consumers appointment. 
  3. Communication Efforts:
  Our records indicate that we informed the customer about the warranty process and
  ensured the service request was properly filed.

  On the afternoon of January 13th, I spoke with Mrs. ******* and offered to assist with rescheduling her service or we will pick up the washer and issue a full refund. She stated she would have ****** call between 4:30 - 5:00 that evening letting us know what he would like to do. We never received a call, only an email with complaints to ** and the ************************* 

  On the morning of January 14th, we reached out to Mrs. ******* again to see what she would like to do, in which she put ****** on the phone. ****** then stated he would like a refund, which we agreed. We are picking up the machine and issuing a refund on January 15th, 2025. ******* and **** came into on store on January 14th (several hours after the phone call) wanting to purchase another washer. We do not have available inventory and referred them to another appliance dealer that is closer to where they live.

  Customer Answer

  Date: 01/15/2025

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

  Maybe Troy Furniture Company is right.  Maybe we are too demanding, we expected a washer to last beyond 57 days.  And when we are told someone will come to fix it they will.

  It my understanding Troy Furniture Company will pick up the washer and refund money today.  Yes, we understand that Troy Furniture Company doesn't make these washer, they just sell them.  Acknowledging this we offer an olive branch to upgrade the washer from them.  

  They declined, which is there right.  They have business savvy.  They realize selling a lemon washer to a 78 year old lady is an easier feat than dealing with someone who wants the washer to work.

  I wish them all the best

   

  73071362C3404
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/13/2024

  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 purchased a love from *******************************. It was delivered on March 16, 2024. It arrived damaged. The company was made aware of this. I have had repeated messages with dates of when the repair would be made. I have asked for the item to be returned as the repair has yet to be made. I have asked to be contacted by management and this hasnt happened.

  Business Response

  Date: 09/18/2024

  When we were informed of the customers damage, we promptly ordered a replacement panel from *********, the manufacturer. Unfortunately, the manufacturing process and timeline were beyond our control, and we did not have the same part in stock to exchange with the customer. The salesperson kept Mr. ***** updated on each delay, as shown in the attached text messages. The replacement part shipped at the end of August, as communicated to the customer, and arrived earlier this month. A work order has been opened with FSN, our third-party repair company, and they will complete the necessary repair. Please refer to the Flexsteel attachment, the part was acknowledged in their system on April 1st and was originally estimated to ship yesterday, but it has already arrived.
  We believe we have acted responsibly in resolving this issue by keeping the customer informed throughout the process. Its important to note that this minor damage has not affected the functionality of the furniture; it is purely cosmetic and will be fully repaired.

  Customer Answer

  Date: 10/04/2024

  The repair has not been finished. The correct parts were not sent. The reply that this business made about the damage being merely cosmetic is only true if I had purchased a box not a love seat. Furniture is itself cosmetic or we would be completely comfortable using lawn chairs inside our homes. At this time I dont feel that this business has done what is necessary. 6 months plus waiting for this to be handled properly and professionally. 

  Business Response

  Date: 10/21/2024

  The technician was unable to repair the piece of furniture. We immediately attempted to make contact with the customer to offer a full replacement of his piece. On October 7th we advised him a replacement is on order and we will contact him as soon as it arrives.