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:04/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ***** and I purchased the extended warranty for our couch through ***. In February 2025 we submitted a claim for a section of our recliner couch that was broken underneath. Parts of the framing underneath were broken and causing the seat to not recline properly, go all the way down, weird sagging was occurring, and the part of the frame that is wooden was deteriorating because the metal part that is broken keeps hitting it. *** did send a technician out to ***** the problem, given the fact that the wooden part of the frame is now broken I figured the entire seat would need to be replaced but he insisted the metal framing could be replaced and would fix the problem instead. *** had the replacement piece shipped to my house in March 2025. So we had to carry in a big heavy box of metal parts in that has now been sitting around for almost 2 months. In April 2025 we finally get the notice to schedule for the tech to come complete the repair on 4/21/25. The service window was 8am -12pm, no one ever showed up and around 1:30pm that day we got a text stating the tech had an 'unforeseen family emergency' and would not be coming. We rescheduled for 4/28/2025 for the same time frame and at 11:30am received the same message about a family emergency and the appointment was cancelled. This process has dragged on for months and we have now taken multiple days off of work to meet the tech who never showed up. Even if they did show up and replace the metal pieces it still does not fix the damage to the wood framing/legs of the seat. It seems like *** will take your money for a warranty plan with no intention of completing the claim process.

• Initial Complaint

  Date:02/12/2025

  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 purchase a couch and loveseat from ******** Furniture on 5/7/2022. I purchased the extended warranty with FSN ( Furniture Solutions Network) through ******** Furniture. In February 2024, the loveseat broke. The controller to the recliner broke and during the first tech visit, it was determined that a bar under the footrest was bent. An order went in for the controller but we were told that they could not put the order in for the bar until the initial order repair for the controller was repaired and finalized. The parts were being shipped to my home per ***. After numerous back order issues, we received a box containing only the bar and not a controller. Again, we were told that it would be another couple of months to receive the controller. Finally, the controller arrived at my house and I had to call to schedule a service appointment. As with all communication, if I did not instigate the phone call and making the service appointments, nothing would ever have gotten done. I was excited to finally get my loveseat fixed after being broke for OVER A YEAR at this point. I've spent a year of my life chasing this repair down. I have not been able to use the loveseat at all. The last appointment was on Friday, February 7, 2025. When the technician showed up, he took a look at the bar that had been ordered. The bar that had been examined at previous botched appointment in the past also. And we were told the bar is the wrong part. After a year, my loveseat is still not repaired. Technician emailed his company contact and told him I was very unsatisfied and wanted a call back from the. I have not received any communication since from ***. After a year of me begging them to expedite and provide a repair service I paid for, I think it's only fair that I receive a replacement loveseat that they can easily order from ******** whom the are subcontracted with. They obviously are unable to repair my loveseat.

  Business Response

  Date: 02/12/2025

  Hello Mr. ******************* off I want to apologize for the experience you have received regarding your warranty claim. Furniture Solutions Network is the technician company that was contracted by Furniture Care Protection to provide repair services. Furniture Care Protection is who administers the warranty for *******. In these scenarios when a part is needed to repair, the process is for our technicians to inform Furniture Care Protection of the needed part and they supply the part. We then can be contracted to go back out to install the part. In this scenario it appears on the first attempt to install not all of the parts were sent, on the second attempt to install the wrong sized mechanism was sent. We understand how frustrating that is but we unfortunately do not have any control over the shipment of the parts or the replacement of the product. You would need to call Furniture Care Protection at the number you used to initially file your claim and they should be able to help you out.

  Thank you,

  Furniture Solutions Network

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:12/12/2024

  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.

  On November I got to schedule an appointment with *** through American Freight because one of my furniture chipped so they were sending a technician out to check it out. The appointment available was not soon enough Unfortunately as i would like so they had 12/12/24 available which was over 2 weeks. Today is 12/12/24 and time for tech to come out was from 8am-12pm My room was in the basement so I could not hear any knock or anything I figured the technician would call when outside like most other profressional company do! At 10:12am I noticed a call coming through and as i go to answer it they quickly hung up the phone although it did not even ring ONCE! I quickly called back to back to back to back! i been calling back for over an hour now and the Tech refuse to answer. I texted several times and still no answer after 10:12am. after on hour of trying to call the technician I decided to call the number that was sent to my email which was FSN phone number. I spoke with a *** and he confirmed that technician was out there I told him the tech refused to answer my call after quickly hanging up after not even one ring. i asked if he can please check the call logs so they can see for themselves. He stated he will try to reach out to tech to see if he is still around the area and can come back out. I asked if I was going to be placed on hold while he checks. He said no. I then requested to speak with a Supervisor since this is important and they need to check how unprofessional the tech was and did not let the phone ring or answered my call when i called back! The *** told me supervisors do not work on site , he will send an email about my concern. it is now 11:42am and I still yet to hear back from anybody. I am upset and disappointed at this company. It already took long enough for a tech to come out to check the problem out and when he does he decides to play the phone system

  Business Response

  Date: 01/06/2025

  Hello,

  It appears that at your request we have assigned a different technician to address the issues with your furniture. The technician is scheduled with you on 1/8/25. 

  Thank you

• Initial Complaint

  Date:05/10/2024

  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.

  On March 25th a FSN technician looked at our lazyboy recliner and ordered parts to fix broken tie bar. The parts arrived and a different tech came to install parts. He worked for about 2 hours, then abruptly said, he couldn't finish. He said he was so close but a few little items had not been ordered. He said he would personally expedite the parts and it could be fixed in 5 min. That was 2 weeks ago, and there is no record of him ordering Anything. The tech refuses to call or text to let us know whats going on. I'm here with a $1200 chair that can't even be sat in. I've invested $265 to fix it and have no answers. FSN just keeps saying someone will reach out, but they dont.

  Customer Answer

  Date: 05/22/2024

  I have not heard from the business in response to my complaint.

  I just wanted to update you that I did get confirmation parts have been ordered from Lazy Boy.  Once we recieve those parts we will have to rely on FSN to repair at no charge, since it's not our fault they didn't order all the parts to begin with.

  Lazy Boy estimated 2-6 weeks for parts

  
  

  Business Response

  Date: 05/22/2024

  Hello,

  We have reviewed your work order and will proceed with the installation of the parts that are on order at no charge to you. We apologize for not identifying all of the affected parts on the first visit. Once you receive the parts please call us to schedule. I have notated your account to ensure you will not be charged for the installation.

  Thank you

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/30/2024

  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.

  We had our tech cancel on us 2 times. I called the company and asked for a different tech since he keeps canceling, they did nothing to help. Our tech finally came out to our home April 2, and he made it very clear when he called us 6 times to let us know that he was coming from ********* and seemed pretty irritated about it. When he walked into our home there was not a friendly greeting or his name, it was can I use your bathroom. When he came to look at our couch he asked where the part was, I showed it to him and it is the wrong part. He told us that they are out of the correct part and are shipping these instead. I told him I did not want that part on my couch and then asked if he was going to fix the changing dock, he said that is not part of the order he would send a message and he would email them about the correct part. I have tried to get ahold of the company and they have given us zero communication or help. The tech was here less then 10 minutes. Paying for the extended warranty I am extremely disappointed in the communication and customer service. Seems like we pay and then just get the run around when we need help.

  Business Response

  Date: 05/01/2024

  Hello, 

  We apologize for your recent experience with our technician and the incorrect parts to repair being sent out. Our Director of Operations will be reaching out to you via phone to attempt to get your claim situated quickly. He will be reaching out to you today to discuss.

   

   

   

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/22/2024

  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.

  We purchased a living room suite (Stetson Chocolate per Recliner, sofa, and loveseat) through Living Spaces in *******, **, on 8/6/2022. It was delivered 8/18/2022. One of the switches went out on the r side of the sofa, not allowing the footrest to operate on 1 December 2023. I notified Living Spaces and they gave me the number to their third party vendor Furniture Network Solutions. I called them informing them of the situation, and received an email to file a claim from MariaS, for repair (CL30515). I provided all the details, including descriptions and pictures. They scheduled an appt for (*****) to come out on 14 Dec 2023. ( I had to submit a payment of $65, at the scheduling time before anyone would be sent). He arrived and within 5 minutes he said I needed a new switch, took pictures, and said he usually has them on his truck, but didnt. He said I will order one and the office would let me know when it comes in and schedule an appt for repair! I received ****** report not including the part or number for the part. I followed up Jan 16 w a person, would not give her name and she said It was my responsibility to order the part and called them back for a repairman to fix it! I asked for the part number and where to order it and she said she didnt know, It was my problem not theirs and recommended just buying a new one! I followed up later that day and talked w **** in ******, (since they work from home a routing system is used to respond), he said he would contact ****** supervisor, ******, and get it taken care of! On 24 ***** talked w ******** and asked the status and she said she would follow up w **** for a status and get back with me! No response, so on 31 ***** talked w Latticia and she said would contact ******** who handles closing claims for a status. No response, so I called three times since with No Action! I went to Living Spaces and was told Furniture Solutions Network was responsible to repair it! Consequently, we spent $7,323.89 for the suite and me spending another $2700 to replace it for a switch is impracticle!

  Customer Answer

  Date: 05/03/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 05/03/2024

  Hello,

  We apologize for the delay in responding to your inquiry. We have been able to locate the switch needed. We will be ordering the switch for you from the manufacturer and sending out to you free of charge. We will also dispatch the technician at no charge to you to install the part once it arrives. We are awaiting confirmation on the *** of the part arriving and will follow up with you via phone in the next few days to align on the timing for the final resolution.

  Our Director of Operations will be reaching out to you by early next week to set up and provide an *** for you.

  Thank you

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Yes ive had a couch and loveseat that has been broken since jan 8th 2024. Ive been dealing with this company since then ive had 2 scheduled appointments that they have cancelled on me both times without informing me. When i call to talk to a supervisor they are never at work. I never get a call back and ive still yet to have a tech come fix my couch and love seat. Ive been laughed at and hung up on multiple times. Ive never been contacted by a supervisor or a supeevisor foe the technicians they hire out.

• Initial Complaint

  Date:03/19/2024

  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.

  This company inspected furniture in my home for ****** Worry No More Warranty. The warranty company denied my claim. When I asked for a copy of the report, I was referred to get it directly from the company. I have called multiple times and asked for a copy of the report and was told it would be sent to me - multiple times! When I called today, I spoke to ****. He refused to send me the report eventho he could see it has been promised to me several times. I asked for his supervisor and he said "this is not something that deems a supervisor". I advised that yes, it did, since I have been promised the report. He continually refused. I am requesting a copy of the report as promised on multiple occasions by other ****************

  Business Response

  Date: 03/26/2024

  Hello, 

  I apologize if you were provided information that is not accurate. The technicians report is property of the associated warranty company. We will however follow up with them to have someone reach out to you to see if they can help service your warranty claim. Someone from the warranty company should be in contact with you within 24-48hrs.

  Thank you

  Customer Answer

  Date: 03/26/2024

   I am rejecting this response because:
  I have been promised this report by multiple people and was told to get it from you by my warranty company.  Not to mention ******* I previously spoke to the last time was so incredibly rude and unprofessional. 
  

  Please provide the report as promised multiple times and multiple phone calls.  Providing the report will resolve my complaint.

  
  

  Customer Answer

  Date: 04/01/2024

  It has been six days. No one has sent me anything or attempted to contact me. This is absolutely not resolved. 

  Business Response

  Date: 04/09/2024

  Hello, We have reached out on your behalf to the associated warranty company again to make sure someone reaches out to you to talk about your claim. We were informed that someone will be reaching out to you today for assistance.

  Customer Answer

  Date: 04/09/2024

   I am rejecting this response because:
  
  I have asked multiple times for the documents. Please provide the report from the company you sent out. You have a copy which is how you made your decision. You have not provided a reason you wont send the report. 
  

  Sending a copy of the report requested multiple times will resolve my complaint.  Its really that simple yet you continue to skirt the request.  

  
  

  Business Response

  Date: 04/09/2024

  Hello, We did state in our previous reply that the technicians report is property of the warranty company therefore we are unable to release. We do not make any decisions on your warranty claim nor are provided with what the coverages are. We are requested by a warranty provider to utilize our service technicians to inspect the customers issue and report back what our findings were with the reported issue. I believe once someone gets in contact with you from the warranty company they will be able to help get to a resolution for you. 

  Customer Answer

  Date: 04/09/2024

   I am rejecting this response because:
  
  They say the same thing. That I have to get it from you. No one has called. No one has provided the report. So each company is putting the responsibly on each other. Someone needs to provide the report. My complaint will not be resolved until I have a copy of the report. Continual denial of providing the report only further demonstrates that neither company is acting in good faith. 
  

  Very clearly, my complaint will be resolved once I have a copy of the technicians report. Its truly not difficult. 

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  I finally received a call and a representative provided the requested report. This is resolved. Thank you. 

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had warranty work done on a massage chair by a man who works for your company. He came, worked on the chair for nearly three hours, claimed it was fixed and hurried off as quickly as he could. The chair is not fixed- it is far worse than it was before he came.

  Business Response

  Date: 03/26/2024

  Hello,

  I wanted to apologize for your experience of the massage chair not being fixed after the technician was done replacing the parts sent by the manufacturer. It appears our Director of Operations has attempted to reach out to you to get this rectified. As far as the replacement you are requesting, we do not have the ability to approve that as our company is contracted just to do the installation of the parts sent. We will make another attempt to reach you to see if we can get the chair fully repaired though.

  Customer Answer

  Date: 03/26/2024

   I am rejecting this response because:
  
  1. I have not received ANY communications from anyone at your business regarding this situation.

  2. ******, who was supposed to repair the chair and replace specific parts, did NOT fix the chair, he may have replaced the parts but the $10,000 chair is completely unusable since the time that he worked on it. The fact that he was almost running out the door as he claimed to have fixed the chair is a HUGE problem. The entire situation is absolutely unbelievable, unprofessional, and I just pray that it doesnt happen to anyone else. 
  

  Stay away from massage chairs if you dont know what youre doing. 

• Initial Complaint

  Date:02/21/2024

  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.

  Hello,I submitted a claim for a piece of furniture i purchased. It has been 6 weeks since that claim has been submitted and while i have received emails acknowledging the claim i have yet to receive any meaningful contact from a representative. There is no way to contact anyone that I can find online and therefore I have resorted to looking up every single employee and board member as well as state officials who may be able to assist me with my claim. I would appreciate your assistance with, at a minimum, putting me in contact with the appropriate person at your company who can actually process my claim.Sincerely,*************************** ************

  Business Response

  Date: 02/22/2024

  Hi ******,

  Thank you for reaching out. We apologize for the delay in the processing of your claim. Furniture Solutions Network was not actually involved in this step as they are the repair company only, however we all work together to resolve claims and take care of customers. I do believe your claim has been approved for a replacement already. If you have any additional questions or concerns, please don't hesitate to reach out.

  Thanks,

  *****