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Business Profile

Furniture Stores

Furniture Depot & Warehouse Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 12/01/2023 I made a payment to Furniture Depot through PayPal for $95.01 for a framed wall art. Originally I was to receive it on Dec 27th. I chose the option to pick it up. In a later call they asked if I'd just like them to ship it and I chose not to do that. The date to receive this was moved out several times, the last being the end of January. Twice I was given the option of cancelling since it was taking so long. I chose not to and I have heard nothing since.

    Business Response

    Date: 02/01/2024

    Thank you for bringing this issue to our attention.  We have looked into Ms. ****'s records, and yes on Dec 1st, 2023 she placed an online order for a piece of wall art.  On Monday December 4th, we emailed the Ms. **** Explaining that the artwork was due to ship approx on Dec 21st.  We also noted that she chose in store pick up, and wanted to double check as she was an hour away and we do not ship direct to consumer.  On Monday December 18th we received an email from Ms **** asking if she would have it before Christmas.  Later that afternoon, we responded saying that unfortunately we would not have it by Christmas and if she wanted us to cancel the sale, that would be no problem.  We received a response on the 19th that wanted to keep the order and what the new arrival time was.  I explained it would be approx the end of January and it could change, and again if that was too long it was not a problem, Ms. **** could still cancel.  On December 19th Ms. **** explained that she was still interested.  As of today we do still have it on order and unfortunately with any Manufacturer we never know how long something could take.

    We apologize for any miscommunication, and as far as disputing the 95.01, it was authorized through Pay Pal on 12/1/23.  We never captured payment, so she was never charged for her order.  She may reach out to Pay Pal, and check her credit card bill.  I have included documentation for the transaction.  Please feel to reach out with any or questions or concerns.

    Furniture Depot

    Customer Answer

    Date: 02/01/2024

    I have a copy of the PayPal transaction but if they didn't actually finalize the transaction that would explain why I no longer can find anything on PayPal? I still want the item and am willing to wait. I'd appreciate that Furniture Depot would stay in touch so I know what to expect.         Thank you

    Customer Answer

    Date: 02/01/2024

    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. I do still want the item and will pick it up as soon as they let me know it's available. It would help in the future to know that this order hasn't fallen into a black hole.

                Thank you for your attention 

  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In mid-April 2023, my FIL purchased a power recliner for my dying husband. My husband used the recliner for approximately 1 month until he passed away. During that time, the recliner leaned toward one side. Eventually the recliner began to be unable to recline. I contacted Furniture Depot in October 2023 to report the issue. They sent someone to look at the recliner on 10/27/2023. It was determined at that time that the frame was completely broken and it was not something that could be repaired in-house. I was told that the owner/manager would contact me. I had to contact Furniture Depot on 10/31/2023 because I'd heard nothing. I was told there was a COVID outbreak amongst employees but the manager would speak to the owner and get back to me. I waited a few weeks and called again. This time I was told that the manufacturer was out of business and they would send a local furniture repairman to my home to look at it. Two more weeks went by and I heard nothing. I tried calling again and now they store will not return my calls or voicemail messages.

    Business Response

    Date: 12/22/2023

    To whom this may concern,

     

    This is the first notice that we have received on this complaint from the BBB.  We have reached out to the customer via email today to see if they can provide us more information including the name it was purchased under.  The name provided, we do not have in our system.  We would like to get this resolved, once we have the proper information.  Thank you for allowing us to respond, and we will follow up once we hear from the consumer.

    Kindest regards,

    *************************

    ************

    Customer Answer

    Date: 01/08/2024

    The chair was replaced and the matter resolved to my satisfaction. 

Furniture Depot & Warehouse Company is BBB Accredited.

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