Complaints

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

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Contract Furnishings Mart has 13 locations, listed below.

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  Contract Furnishings Mart

  14160 SW 72nd Ave SE Tigard, OR 97224

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  Contract Furnishings Mart

  915 SE Sandy Blvd Portland, OR 97214-1308

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  Contract Furnishings Mart

  14920 NE 95th St STE A Redmond, WA 98052-2553

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  Contract Furnishings Mart

  802 134th St SW STE 160 Everett, WA 98204-7320

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  Contract Furnishings Mart

  4865 NW 235th Ave Hillsboro, OR 97124-5809

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:06/04/2025

  Type:Sales and Advertising 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 2/14/25 I paid $670.93 for a wine cabinet. It had to be made but is a standard size and not custom made. **** ******* (representative) said wont be made until March 2025. Soon after, I found out I was moving and no longer could use cabinet. I called Jenn and her manager ****** **** on 2/25/25 to let them know I wanted cabinet cancelled. ****** agreed to do so, however confirmed that one part was pulled from Production therefore he insisted cabinet could not be cancelled. I pleaded for them to cancel anyway. ****** than said he would for a 50% restocking fee. Restocking fees should be no more than 10-20%. They would not budge and made cabinet with out my approval . I did not receive cabinet as cancelled order and they still built cabinet and tried to deliver to old address. I never received cabinet and no money was credited to my account. I was charged $670.93 without any credits or cabinet. I would be willing to pay $134 for restocking fees (20%) and be refunded $536.93.

  Business Response

  Date: 06/05/2025

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

  Co-President

  Contract Furnishings Mart 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23419357
  
  I am rejecting this response because: There is no information provided in the response that I see besides CEO name and title.  Please make the notes visible if there are any.  I was not able to see any response communication. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 06/06/2025

  Thank you for reaching out regarding the complaint filed by ********* *******. We take customer concerns seriously, and we would like to provide some additional context to clarify the situation.
  
  Our company, ***, maintains a clear policy regarding returns and cancellations, which was communicated to the customer both prior to and at the time of purchase. This policy is also clearly outlined in our order acknowledgement and printed on the receipt provided to the customer.
  

  Despite our policy, when the customer requested an exception, we made an effort to accommodate her by offering a 50% refund. Unfortunately, she declined this offer and instead chose to dispute the charge with her credit card company.  After an investigation her credit card company ruled in our favor. 
  

  We understand that this situation may have been frustrating, but we believe our efforts to address the issue were fair and consistent with our established policies.
  
  Thank you for your time and attention to this matter. Please dont hesitate to contact us if further clarification is needed.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23419357

  Im not shocked that the CEO of this company would respond in such a non professional manner. Its consistent with my horrible experience with your company and very unfortunate.   *** ,if your company kept the cabinet you should immediately give the customer any refund possible. You have not given me any refund.  You dont need my approval to give me a refund.  I did not refuse a refund I only expressed that charging a customer 50% as a restocking fee was very unfair when the order was cancelled before the cabinet was built.  Also this cabinet was just a standard wine cabinet. It was not custom made to fit a specific location. The only choice I had was the color I chose that was one of many options that Jenn gave me.  Restocking fees are always no more than 10-20% of the cost of the product. I do not have the product because I cancelled it.  How do you justify charging a customer $670.93 for an item they did not receive and an item you kept or sold?  Does that seem like good customer service? Is your company just wanting to be right and to win and have no concern for taking $670 from a person?  I would hope that your company would try to act with kindness and support to a customer of yours and try to at least be fair.  I do a lot of business with a lot of companies and never had such a horrible experience. **** *. never informed me that this cabinet could not be cancelled or refunded at any time until I attempted to cancel it. She did warn me that the cabinet would not be made until March and would not be ready to be delivered til mid March. I thought cancelling in 2/25 was more than enough time.  I had purchased from your company in the past and we did have to have a door refunded/returned and I never paid a restocking fee.  I had no problem with your company at that time but at that time Jenn worked for another store.  I did not have any intention to hurt your business and I just wanted to cancel because I moved to another house where the cabinet could not be used. Do you think this is enjoyable for me to waste so much of my time dealing with this.  I work as a manager of a small business where we have a very strict policy in writing regarding no refunds on our products. The exchange policy also clearly states that we only accept exchanges within 2 weeks , but every day we make exceptions for our customers and they are always very appreciative.  We always try to put ourselves in their shoes and really just try to accommodate them in any way we can.  Because of that we have customers that have been with us for over 10 years and more an more new customers each day. We never follow our policy in a strict manner.  In addition *********** did not rule in your favor and each staff member I spoke to over the course of my dispute expressed their shock at your companys reaction to my cancellation but explained in the end that their hands were tied because of what your company had written on your receipt that I unfortunately did not read clearly.  So just to be clear they did not rule in your favor they just explained that ********** would not let them not pay your company because of what was written on that receipt.  They all added that in all their years they had not seen a company fight so hard not to support a customer. 

  So in closing every human being makes mistakes , but what is important is how we recover from these mistakes.  A good business is defined by how they treat their customers. They should always put their customers and their concern first.  It appears that you and your staff will instead continue to justify your actions of charging a customer full price for a cabinet they did not receive and cancelled and continuing to blame a customer instead of taking a moment to try to help them. 

   

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