Complaints

This profile includes complaints for Dunk & Bright Furniture Warehouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dunk & Bright Furniture Warehouse

  4530 Steelway Blvd South Liverpool, NY 13090

• 

  Dunk & Bright Furniture Warehouse

  4081 St. Rt. 31 Clay, NY 13041

• 

  Dunk & Bright Furniture Warehouse

  2648 S. Salina St. Syracuse, NY 13205

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:05/02/2025

  Type:Sales and Advertising 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 have previously requested for Dunk and Bright to cease its marketing and solicitation attempts to my phone, email and home address. I continue to receive solicitations. I do not want any marketing or contact attempts made to my phone number, email address or address by Dunk and Bright.

  Business Response

  Date: 05/02/2025

  Dear BBB,We are sorry that Linda was contacted by email, phone or mail. We have checked our system and do not see that she is on our text or email list. We do use an outside service to occasionally create direct mail pieces for us, we have put her on a "do not contact" list. I am hopeful this will resolve her complaint. We again are sorry for the issue. Thank you,Christine D. 

  Customer Answer

  Date: 05/02/2025

  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. 
  
  Regards, ***** ************

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising 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 1/1/25 I went to the store and bought a matching couch/recliner set. I paid for white glove delivery. I took work off on 1/8 to accept the delivery. They delivered the items but the chair was not the matching chair. It was the wrong color. The delivery men said this issue happens a lot. They took back the reclining chair and I contacted Dino and Bright and spoke to Cera G****** a supervisor. She said the correct recliner wouldn’t be deliver until FEBRUARY 17. Over a month later. She offered me a 200 dollar certificate for the trouble. I accepted. On 1/16 I emailed Cera and told her I hadn’t received the gift certificate. She responded that she will send another. On 1/25 I emailed again and told her I hadn’t received anything. I got bo response. I called a couple days later and left a message. Still no response. I called again on 2/6 and left a message. Cera texted me and sent a picture of a in store gift card for 150.00, not 200. I asked why 150 and not 200 and why is this an in store certificate. She gave no answer. At this point I believe the company is being deceptive and has lied to me about promised compensation. I still have no idea where my recliner is and if it actually will arrive.

  Business Response

  Date: 02/12/2025

  Dear BBB,We have reached out to our customer and apologized for the experience with his purchase. We have given him a 200.00 refund as well as having him hold on to the 150.00 gift certificate. Customer satisfaction is always our goal and we are hopeful for retain a relationship. Thank you,Christine D. 

  Customer Answer

  Date: 02/12/2025

  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. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/06/2025

  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.

  The date original sale was: 08/18/2023. Amount paid was $1883.20. Dunk and Bright committed to providing quality furniture free from damage etc. This is not the case as since delivery, I have spoken about the drawers not being flush, not being able to easily open/close. There were also other issues. I was promised a new bed since August & September of 2023, 2024....all documented via email and texts, phone calls, witness accounts.
  
  The business has not fulfilled their promise to replace my damaged furniture. On several occasions it was to be delivered, then not brought, then excuses of it not being in the warehouse or came in damaged. The business has NOT tried to rectify the proble but once again making excuses and placing blame on me.
  
  This has been an issue since August 2023 and it is not February 2025!!!!

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau, 
  
  We are in receipt of ***** ******* complaint regarding the
  drawers on her footboard. 
  As she stated, it was delivered 8/18/23 to ******** J. and
  ***** ***** in Rochester, our corporate office is located in Syracuse NY.  The payment for the furniture is in the name
  of ******** P. *****.  We were unaware of
  any issue until 10/11/23 when we made an additional delivery.  They were past their 30 day window to notify
  us of any issues, but we made an exception and set up an exchange for the
  footboard with drawers since their address is out of our service area. 
  We started contacting them in December 2023 once the
  replacement arrived to our warehouse.  We
  never heard back from our customer and making numerous attempts to schedule the
  exchange, we closed the exchange in our system on 5/31/24 due to no response.
  We did try to help them in a timely manner, as we value our customer’s
  satisfaction.
  The customer reached out a couple months later and we again
  opened a courtesy exchange to take care of the customer.  We were at their home on 8/24/24 with a bookcase
  and the replacement footboard, but they only kept the bookcase.  We have had been attempting to contact ***** when ******** called us on 9/12/24 and stated a replacement footboard isn’t
  necessary, we can cancel the exchange. 
  We thought the matter was settled until we heard from ***** again on 1/25/25.  They had disassembled
  the bed when they moved, and found they couldn’t put it back together because
  the hardware was stripped.  The furniture
  warranty is voided once the merchandise is dissembled and moved. As mentioned
  we try to take care of our customers and value their business. We feel we have
  done everything reasonably possible to assist ***** and will not take any other
  steps.
  
   We do our best to
  take care of every customer.
  
  Thank you,
  Christine D. 

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached my email to the shipping manager on Sept. 18, 2023.  Christine representing Dunk & Bright stated that I had not contacted the company within 30 days.  I actually contacted my salesman Nick on several occasions via text and email and he never responded, therefore I contacted the warehouse/shipping manager.  My phone calls and email were within the first 30 days, contrary to what was reported in the business response. The account is a "JOINT" credit account.  I have shown proof that the acct. is in both ******** ***** and my name and I was the primary contact regarding delivery, exchanges, emails etc. Both names are on the acct.  ******** abandoned his responsibility on the acct. (did not make one payment in over 1.5 years....all payments were made by me.) and the furniture, therefore has no grounds to speak on it, esp. when there is an order in effect for him not to interfere.  He would not have known anything as far as exchanging as I was in contact with the warehouse/shipping manager via email & text.The business advised that the exchange was a courtesy, I had paid over $200 for the delivery from the Clay, NY store to my previous home in Rochester, NY.  This furniture in total was over $3,000!  On 8/18/23, the items that were not delivered was the lingerie chest.  No info was provided until the haphazard delivery where the delivery was going to an incorrect address, no clean up until I advised one of the installers, and the damage to the bed upon set up. I had to call and advise that I should not be charged for the chest as it was advised that the original arrived damaged and after another order was also damaged, it was finally sent on Oct. 11, 23.  The footboard arrived to the warehouse damaged, and again another delay.  There was an opportunity in Feb. of 23', but noone was available to be home on a 2 days notice.  Yes a bookshelf was given at MY request for the inconvenience since a refund on the chest was not an option.  The bookshelf was delivered and I was advised that the footboard was damaged and it could not be delivered.  One of the installers called the warehouse/shipping manager and was calling at the same time as I was on the phone with him advising him of what I was told.  Again noone scheduled another delivery as the manager was out of state on a vacation.  I was advised upon his return that it would be reordered and then delivered.  (Dunk & Bright make deliveries to Buffalo with stops along the way in Rochester and other areas at least 1-2 times monthly.)
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/25/2024

  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.

  This transaction occurred on 11/10/2023 at Dunk & Bright located in Clay, New York, for the purchase of an England Sectional with custom fabric, for a total cost of $3,238.00. Approximately two months ago (August 2024) we noticed a multitude of worn fabric areas all over the surface of the couch. We contacted Dunk & Bright and they sent a technician to investigate in September 2024. While the technician acknowledged the worn fabric on a meticulous couch was strange, he could only offer new couch covers. Further, a customer rep called shortly after and forewarned us that once a year passes that we are out of luck, so don't bother calling back. On 10/24/24 I left a one-star review on google to warn other customers, subsequently, the owner, Joe B***** called us an asked a few questions about our circumstance. Joe said it was not covered, to which I immediately expressed dissatisfaction, Joe then asked if we still want the couch covers. I was appalled at the neglect for such a costly piece of furniture and the dismal quality. Lastly, the manufacturer provides a one-year limited warranty on fabric, but they really don't because the warrant excludes cover fading, pilling, shrinking, colorfastness, commercial dye lot variations, or wrinkling and is not valid where there is evidence of heavy soiling. I feel left without recourse and ashamed that I trusted a well-know business with my furnishing needs. I have documented the couch condition with photographs, for context, we have a 7+ year old ******* *** ********* Couch looks brand new!

• Initial Complaint

  Date:06/05/2024

  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 sectional couch in December 2023 wasn’t available for pickup until March 2024. Zipper was broke on couch called immediately and have been told since march that it would be replaced hasn’t been replaced was told I can fix it myself.

  Business Response

  Date: 06/06/2024

  Dear BBB,

  We are sorry to here about the experience ******* ******* had with her purchase. We do our best to expediently take care of any issues a customer may have. We ordered the zipper on 3/8/24, it did not arrive to us until May. We sent to our outside service technician. I was told he tried to set an appointment up with the customer for 6/6/24 and did not hear back.The appointment has been set up for 6/7/24. ******* was sent a $100.00 gift certificate. We are hopeful our action is satisfactory and apologize the the wait on receiving parts and repair. 

  Thank you,

  Christine D. 

• Initial Complaint

  Date:02/01/2023

  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.

  On 05/21/22, my wife and I went to Dunk & Bright to purchase outdoor furniture that my wife found online. After finding and sitting on the sets, we elected to purchase a sectional set with a fire pit and a dining set with a fire top, all totaling over $9,000. When the furniture arrived, the dining chairs and the sectional were damaged. We informed the delivery person, who was very helpful, and advised that we could send him photos of the damage (bent metal frame) and he would report it. We sent the photos, and then my wife was contacted by a furniture repair person. Simultaneously, Dunk and Bright lost our paperwork and had us return a signed contact once, and then we contacted again to resign additional documentation. When we were contacted again, my wife informed them that we still have damaged furniture and that we were not interested in being required to accept repairs on a furniture set that we paid almost 10,000 dollars for. On 01/24/23 our salesperson Michelle, contacted by wife via text to request our signatures yet again. After informing her that the items were damaged, she said she would look into it. She contacted us and advised that we would have to allow the repair person to inspect the furniture. My wife agreed and took a call from the repair person yesterday (1/31) who did not know it was outdoor furniture (he wasn’t interested in inspecting outside) and advised that he could likely fix the sectional. My wife informed him that he could modify or adjust the chairs, but that we were not approving a repair on the sectional which had significant damage, as we want that unit replaced. He declined to come, but stated he would report to the company. We are sad and disappointed that we purchased an item and are being told that we have to accept defective property and have it repaired instead of replaced. We followed the instructions we were provided and immediately reported the damage (which we have photos of). Why are we being required to keep damaged goods?

  Business Response

  Date: 02/02/2023

  Dear BBB,

  We have received ******* ******** complaint and are very sorry for the issue she had with her purchase. Our goal is to be sure our customers are taken care or and satisfied with their merchandise. We have ordered new arm chairs and a sectional, we will contact Salatha as soon as it arrives to exchange her damaged merchandise. We are reaching our directly to Salatha to let her know of our planned action, it is very important to us that she is happy with her purchase. We are hopeful this action is satisfactory.

  Thank you,

  ********* **
  

• Initial Complaint

  Date:12/20/2022

  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 Oct 14 2021 we paid for a living room set and received the couch in January of 2022. When it was delivered the delivery man pulled the back cushions up to make them look better and took a picture but, after he left we found that the cores of those cushions were pushed down like the couch had had something placed on it to cause this. We waited a while hoping it would improve with use. No luck so I called the sales person. I think she transferred me to the office and they said they would look into it but their service man didn’t travel that far. After at least 4 phone calls to service and one trip to the store and being told they thought the cores were ordered but never contacted us so we called and requested that their delivery truck pick up the couch and take it to their shop to repair it. Have not heard from them. We did have some damage from a puppy in the area of the top of one of the cushions. He was only here a short time and did not cause the original damage, They wanted us to use the insurance plan we bought on this piece to have it repaired but it was here when we received it and don’t think the insurance plan is responsible. Any help you can give us in this matter would be greatly appreciated.
  Regards, **** ****

  Business Response

  Date: 01/10/2023

  Dear BBB,We are sorry that our customer **** **** is not satisfied with the service she received. We do our best to to take care of our customers. We did try to reach out to **** to update her and were not able to get in touch by phone, I realize that customers occasionally change phones or maybe miss messages, I will coach our team to send a letter or try to text to better assist our customers. Regarding ****'s cushions that are not full enough, we have ordered the needed parts to repair, we have received the fill but and were waiting for the fabric, we needed to order fabric as **** reported to us that her dog chewed her furniture. Her *********'s warranty covers dog chewing, but we will ordered the fabric and will repair for her as we feel it will ease the burden of calling ********* for our customer. The fabric arrived yesterday and we will be in touch soon to repair. . We appreciate **** Hall's business and apologize for her wait on repairs.  Thank you,Christine D.

• Initial Complaint

  Date:11/10/2022

  Type:Sales and Advertising 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.

  Refund of $182.52 is requested. Custom made counter height bar stools purchased on 07-26-2022 from Dunk&O'Bright Furniture at **** ***** *** Clay NY at ***** ******** ***** Purchase cost $2107.08 with a cash deposit of $210.00 was made. Dining room chairs, not bar stools were delivered on 10-25-22 with bare wood showing through a insufficent stain. I have talked to both Kathleen R***, salesperson, and Maria regarding the refund and cancelling my purchase. Maria stated that refund would not be made to chairs were picked up. Pickup of chairs was on 11/1/22. I called Maria on 11/07/22 to require about my refund and was told only $27.48 would be refunded because this was a special order and I would have to pay the delivery charge of $182.52. I was never informed by both Kathleen R*** or Maria I would not be given a full refund. This was never explained upfront before I decided to cancel this order.

  Business Response

  Date: 11/29/2022

  Dear BBB,  Please accept our answer for ***** ******. We were holding 182.52 as a pick up fee for merchandise that was returned. However we will refund the amount requested, 182.52 on today's business to her ********* **** account. Please allow 7-10 business  days for this refund to show on line or on the customers statement from ********* ****. We do our best to service our customers and apologize for any issues ***** had with her purchase. We are hopeful this action will satisfy our customer''s complaint. Thank you, Christine D Dunk and Bright Furniture  

  Business Response

  Date: 12/01/2022

  Dear BBB,  Yes we will refund ******* card that she used for the refund of 182.52.  Thank you, Christine D 

  Customer Answer

  Date: 12/02/2022

  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.  
  
  Regards, 
  
  ***** ******  

• Initial Complaint

  Date:10/26/2022

  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 box-spring from Dunk & Bright on August 21, 2022. It was delivered on 9/6/2022, It broke on 10/3/2022. I called the store on 10/5/2022. I was told that I would need to text their service number. I did and was told then that someone would "let me know". I did not hear from them so I checked back on 10/10/22. The person who texted back told me (summarizing) they did not know about it and would be happy to exchange it. They told me the new box spring would take two weeks to arrive. This same day, I contacted the business office of Dunk & Bright and the employee was very helpful. She ordered the box spring and scheduled the delivery for yesterday, 10/25/2022. My delivery time was scheduled between 2-4pm. The next day I received a message that delivery had been moved up to 12:30 pm. I was fine with that as I work from home. I have had several deliveries from Dunk & Bright and they always call to let you know they are outside. This did not happen. I explained that I was home and had they called (as normal) they would have known that. My box spring was not delivered. I spoke to the business office and was told "the warehouse kinda does their own thing, we don't have any control over them". I asked if they are also Dunk & Bright and was informed they are. My 18 m.o. and I have been sleeping on a broken box spring and at an angle because of this company's shoddy business practices and lack of accountability. The employees in the office were very kind. However, this is still an issue and while I am appreciative of the kindness this is not a solution to why my child and I have to crawl out of bed a certain way and get in a certain way. The lack of accountability on Dunk and Bright's part should be a lesson to any company on how NOT to conduct business. The buck continues to be passed and hopefully it stops here. That being said, I have very little faith that will come to fruition. Most information has been uploaded here.

  Business Response

  Date: 10/27/2022

  Dear Better Business Bureau, We are in receipt of ******** ********* complaint regarding her broken box spring. We apologize for the issues ******** had with her purchase and this should have been handled on 10/3/22 when she phoned us. Her call on 10/10/22 resulted in an exchange of merchandise being created and scheduled for 10/25/22. I have researched the 10/25/22 delivery and our notes state that the driving team and the warehouse manager tried to phone ******** and met with no success, we are sorry that we did not connect with her to exchange her merchandise, we realize that can be frustrating for a customer, we do our best to take care of our customers. The exchange has been rescheduled for today 10/27/22 with a time frame of 12:30-2:30pm. I have phoned our warehouse and asked that they check in with the driving staff to be sure they follow our normal process and phone ********* when they leave the stop prior to hers and are on route to her home.  We again apologize for the inconvenience experienced with the purchase made in our store, our customers are of the utmost importance to us and we do our best to handle any issues that arise expediently.    Thank you, Christine D