Complaints

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

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Furniture Fair has 19 locations, listed below.

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  Furniture Fair

  7200 Dixie Hwy Fairfield, OH 45014-5545

  
• 

  Furniture Fair

  3932 Dixie Hwy Erlanger, KY 41018-1812

  
• 

  Furniture Fair

  5015 Houston Rd Florence, KY 41042-4826

  
• 

  Furniture Fair

  12030 Montgomery Rd Cincinnati, OH 45249-2041

  
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  Furniture Fair

  5744 Harrison Ave Cincinnati, OH 45248-1602

  

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:12/08/2022

  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.

  We bought 2 matching recliners from the ******* ***** location. They were "Clearance" items, which apparently means "As Is". Knowing this, we purchased a "third party" 2 year-warranty, as suggested by the salesman.
  When the recliners were delivered, June of '22, one of them made a horrible sound when it rocked, or moved. We called Furniture Fair about it and they were good enough to send out the repair guy, even though they were clearance items since we literally just received them. The repair guy tried everything to fix it and even found that the wooden base was cracked. He ordered and installed a new base, but still could not get the noise fixed. He made arrangements for it to be taken to the shop to be looked at further. A week later it was returned to us. It seemed to be better, still made a slight noise, but better. A couple months later, it's the same as before and now the reclining mechanism is actually gouging the wooden base.
  I sent the required information, including many pictures as requested by the 3rd party warranty company and received a reply from them today that this is a NON-COVERED issue. So I wasted $162 on a useless warranty, in addition to the $700 I paid for a defective recliner in the first place. They should have taken this recliner back in the first place since it had issues day one. They had one recliner in stock at our store, but had the other one brought down from another store so we had no way to inspect it if it was being sold "as is"!!!

  

  Business Response

  Date: 02/01/2023

  Date Sent: 2/1/2023 11:22:57 AM
  Currently we do not have a resolution to this claim. We have spoken to **** ********.  We will be researching the issues and working on a resolution to get the chair taken care of properly.  

• Initial Complaint

  Date:11/08/2022

  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.

  We purchased a couch from Furnutire fair on 1/11/2020, along with a "Premium Plus Protection Plan", which we recenlty had to open a claim with. Our couch is suffering from what is called "dye bleed" ONLY in certain areas and looks terrible. The claim was denied and said that it is a manufacturer problem. My stance is that if it is a manfufacture problem then why is it happening to only a certain part of the couch?

  

  Business Response

  Date: 01/19/2023

  Mr Bowling purchased 2 sofas and a protection plan to cover specific accidental damage that might happen in the home along with electrical components for 5 years.  After looking at the photos that were sent to Montage (the protection plan company) it has been determined that there is no dye bleed happening on this merchandise.  The areas on the sofas where the color is fading or coming off, is a result of something happening in the home.  The most common cause of this is body oils, perfumes, detergents and sometimes if someone is on medication, it changes the PH in our bodies and that will affect this as well as other environmental factors. We tried calling Mr. *******  back in November and left a message with the above information along with the name and number of a leather restoration company that does excellent work.  The company is Freshview leather restoration  513-321-2776.  He will be able to look at photos of the affected areas and give him as estimate for the cost of the repairs.   There is no defect in the leather, and no accidental damage has been done for the protection plan to cover. The protection plan is still good until 1/18/2025 in the event a covered accident happens

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  There is “dye bleed” from the very definition of
  the term and if this in not dye bleed, then why is it NOT happening to the
  other sofa? As far as lotions, detergents, and oils ALL other furniture
  including the other couch, which is the exact same one as the one that is
  defective, has no damage like this to it. 
  As far as medications go there is NOONE is our household on ANY
  medications to date!  This leather is
  obviously defective and the fact that this
  in the ONLY piece of furniture in my entire household that is doing this proves
  the couch to be defective!  And
  just for the record we have (5) vehicles ALL with leather seats and none of our
  vehicles are exhibiting any of this problem, which obviously is NOT an environmental or situational
  problem, but if fact defective leather. 
  Also, we use the same high-end leather cleaner on all of our leather with
  no issues currently or in the past, other than this leather couch and when you
  wipe the couch with the **cleaner it “dye bleeds all over the rag in use.  This
  is the ONLY piece of leather furniture and leather in our vehicles that
  transfers the color to the rag when you clean it!  If you sit on the couch with light or white
  clothing, you can see the color transfer from the couch to the clothing.  When we purchased the couch’s, the salesman
  pushed and pushed this “protection plan” and said at the time “it would cover
  anything”, this is the very reason we don’t generally buy these so called
  “protection plans”.  We have had good
  relations and experiences with Furniture Fair until now, but this unwillingness
  to help us with a defective product has us rethinking where we are shopping the
  next time, we need furniture.  As this time, since we are unable to use
  our “protection plan” we would like the money back we paid for the protection
  plan, so we can use it to have the couch repaired.   
  

  *Leather
  cleaner – Weiman Leather conditioning wipes “trusted #1 brand”.  We have used this cleaner/conditioner for
  more than 20 years and have never had ANY issues with. 

   

   

  Regards,
  
  
  
  ****** *******
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  November 5, 2022
  
  Better Business Bureau
  Re: Furniture Fair
  **** ******** ***, Cincinnati Ohio 45251
  Sales Order: *********** 7/28/2022 Date of Transaction
  
  To whom it may concern,
  I purchased a Grand Vista Resort Firm-Queen Mattress from Furniture Fair **** Colerain Ave, Cincinnati Ohio 45251. When the bed was delivered, I immediately noticed it was not the mattress I chose on the showroom floor. The mattress was extremely soft and I chose an extremely firm bed. I informed the lead delivery driver that the mattress was incorrect. He told me that I had three days to return the mattress. Side Note: I have been in the market for a firm mattress for over a year. I was tired of going back and forth with furniture stores so I initially tried to just deal with it and keep the incorrect mattress; however, after a few nights of attempting to sleep on the mattress, I developed significant pain in my hips, legs and back. I was already dealing with back aches which is why I chose the firm mattress. After trying to sleep on this incorrect mattress, I was in more pain than I have ever been in. I contacted Furniture Fair and was told that I needed to contact the sales representative. I left several messages; however, I was not getting return calls. I sent a message to the company and did not receive a reply. I eventually got a hold of **** who asked if I would send pictures of the mattress, and the tags. Upon more review of the mattress and tags, I noticed cotton coming out of the seams. The mattress was supposed to be brand new; however, it appeared to have been used. Once I took the pictures and touched the tags, I noticed that the tags were not original and had been copied on copy paper and placed inside the seam of the mattress.
  A portion of the cost of the mattress was refunded; however, $389 of the cost was not refunded. I feel that this is extremely poor customer service. I am appalled by the negative responses and deceptive practices.

  

  Business Response

  Date: 01/17/2023

  Ms. ********** was in our Colerain Ave. location and purchased a mattress and adjustable bed base.  At the point of sale, it was discussed, if you are unhappy with the comfort of  your mattress, you may do a one time comfort reselect.  There is a form, that Ms. ********** signed, that explains  how that process works and the fees involved.  The $359.10 that was not refunded, covered the delivery charge to pick it up and 20% of the retail price of the mattress to dispose of it since a different mattress was not chosen.  The mattress the customer received was new from the factory.  It had the paper factory tag sewn into the seam with the name of the mattress and a law tag showing all the vendor stock numbers etc. The photo of her mattress is the same as the one on our showroom floor.  We are sorry we were unable to provide a new mattress that would better fit her comfort needs.

  

  Business Response

  Date: 02/20/2023

  8/2/22 mattress was delivered.  8/5 salesperson was contacted with a concern that mattress was too soft and possibly the wrong one.  Ms* ********** sent photos , we forwarded information to the factory.  They confirmed that the mattress we delivered is what she purchased.  8/11/22  Ms. ********** came in the store and spoke to her salesperson.  She was offered the option of purchasing the floor model at a discounted price, or upgrading to the Simmons Black Beauty at the same price as the original mattress.  She told the salesperson she would think about it and come back to let him know.  She never returned just sent an email that came to our Customer Care Department requesting to return the mattress.  Attached is a copy of the return policy for mattresses that she signed the day of purchase.  

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The company provided an incorrect mattress.  The sales rep previously reported that the serial number I provided from the mattress and the serial number for the correct mattress did not match.  The mattress that was brought to my home was extra soft. I ordered a extra firm mattress.  The mattress had copy paper sewn into the mattress.  It was labeled incorrectly.  I immediately let the delivery men know that the bed was incorrect.  I was told that I had 3 days.  I tried to deal with the incorrect mattress. In retrospect, I should have made them put the mattress back on the truck.  This would have saved unnecessary stress and pain from sleeping on a horribly soft mattress especially when I spent several hours in the store picking out an extra firm mattress. I offered to bring the mattress back and was told by the sales rep that it was not necessary.  I was never told that I would be charged for the mattress being picked up. Had I known this, I would have just given the mattress away to someone. I am not satisfied.  I feel like the public needs to know about these deceitful practices. I am not letting this go because there are people out there that could potentially go through this nightmare and don't have the means to do so.  It's not about the money, it's about the principle. It is not right to do others wrong and not take responsibility for your mistake.  Had the mattress been the same as the one in the store, I would have just had to deal with it; however, that is not the case.  Whether Furniture Fair decides to take responsibility for their actions or not, I know what that the mattress was incorrectly labeled.  The sales person knows, the delivery drivers and pick up drivers are all aware that it was incorrect.  This situation should have been rectified a long time ago. It is disturbing that a reputable company would treat a customer so wrong. I believe there are other reasons like the cost of the bed only being $99 as a comment was made about how cheap it was.  I feel like the company is trying to find a way to get their money any way possible.  How do you deliver a incorrect mattress for free and charge several hundred to pick up the incorrect mattress.  This does not make any sense to me.  I am assuming this is just how Furniture Fair does business.  It really is sad and disturbing.  You all really should think long and hard about your deceitful practices as we reap what we sow.

   

  Regards,
  

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

• Initial Complaint

  Date:08/23/2022

  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 purchased a recliner ******* Rocker Recliner by Franklin ****** online and had it delivered. We had purchased the same item earlier in year and picked up at Fairfield. One of the chairs is leaning to the right, creeks when rocked sometimes and pops or clicks when putting up footrest.
  
  The chair purchased online on Nov 5 2020 and the invoice shows invoice Number *****************. We placed a call today because it stated it has a lifetime warranty. I was told it was no longer under warranty and I stated the website and Franklin info that was on the chair state lifetime warranty for mechanical issues. They then said well parts are covered but beyond that you pay labor and such since you didnt purchase the additional warranty. No where does it say WE pay for labor on the lifetime warranty. I was told that is industry standard. The website should CLEARLY state this. I searched entire website and see nothing that says after 1 year WE would have to pay costs other than parts. They then said it is 75.00 per hour to have a tech come out. I then asked for sales so they could point me to WHERE the information is located when I make a purchase and really got NO HELP other than if you need service it has been more than a year so you have to pay for service but parts are covered. I feel this is deceitful I have made other purchases (refrigerator) that has a manufacture warranty of 5 yrs and had an issue and paid nothing for a repair man. The warranty on my car - I paid nothing for a repair. Why would I think different if it is not clearly stated. Lane furniture spells theirs out for parts and labor and such coverage. Lazy Boy also spelled out reclining mechanism Lifetime parts and 1 year labor. In the CART there is a place for protection plan but when you click on read more nothing about additional warranty is there.

  

  Business Response

  Date: 09/23/2022

  We have talked to Ms. ****** about her concerns with her rocker recliner.   We are splitting the cost with her for the repairs to be done.  Our tech support people are also working on getting our online purchasing issues taken care of.  We truly appreciate Ms. ****** letting us know all the issues and giving us the opportunity to assist her with this. We would like to apologize again for all the inconvenience and confusion and will be working to get all of this resolved as quickly as possible for her

  Customer Answer

  Date: 09/23/2022

  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, reasons for rejection are included below.

   

  I will be willing to close this complaint once repairs are made and the merchant stays true to their word of me only having to pay 47.50 and no more.  Tentative date for service rep to show up is Oct 5
  
  
  Regards,
  
  
  
  ****** ******
  
  

• Initial Complaint

  Date:08/04/2022

  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've spent over 3,000 on my bed ,recliner, sofa and kitchen table. The table top inside the finish has a hair and a dead bug, the chairs have scratches as well as the table.They said they were replaced the table with the new one but the chairs they're just ordering me backs. The customer service manager Lisa is very rude has no consideration and plus my recliner didn't even come in a bag and they even put it on the wrong truck and had to wait on it, so I don't even know if it's new or not. I'm so highly upset.

  

  Business Response

  Date: 08/16/2022

  We spoke to *** ********* concerning the issues she has had with this dinette.  We would like to apologize again for not inspecting the merchandise as we should before making a delivery.  We have picked up the dinette and processed the refund.  We have met with the managers to go over the process to be done and are actively working on additional training to hopefully prevent this type of customer experience in the future.