Complaints

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

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  EFO Furniture Outlet

  101 Monahan Ave Dunmore, PA 18512-1721

  
• 

  EFO Furniture Outlet

  500 Kidder St Wilkes Barre, PA 18702-6907

  

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:03/14/2024

  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 furniture that wont fit . The salesman said as long as it isnt delivered Id be refunded. Call next day to be told that no refunds will be made. I was never told that only that if it was delivered no refunds. I paid ******* ti Efo Furniture they said I shouldve read fine print the manager was rude and pretty much said Im out of luck rudely

  Business Response

  Date: 04/01/2024

   

  EFO Furniture has already submitted a reply to consumer's credit card dispute.  This is an abridged version of that reply. .

  Enclosed is copy of front and back of consumer's invoice from the day of purchase, 03-12-24.  On that date, consumer also set up a delivery date for products that were already available,.  Date was set for 03-20-24  

  See attachment of.. front invoice (A), line #3 was a special order,  indicated with arrow A-2.

  A-1 at bottom of invoice is consumer's signature.  Above her signature it says ALL SALES FINAL..etc..

  On back of invoice with Terms and conditions, (B)  See B-1 indicates a 33% fee on canceled or refused special orders.  That was line #3.

  B-2 states under All Sales Final:  a 3% fee for cancelled sales.  And consumer's signature at bottom.

  EFO indicated our intention in the dispute for the 33% fees for the cancelled special ordered item.  And we are offering a reselect with the balance of money towards another selection of her choice.   We do not wish to charge an additional 3% if consumer is willing to reselect.  Details will be determined with the decision of the credit card dispute panel.  

  Sincerely,

  *************************, Vice Pres

  EFO Furniture Outlets

   

   

• Initial Complaint

  Date:03/09/2024

  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.

  I brought two sofas from Efo furniture. In ************* the arms are broke. I called and they called back. Send someone out and then I keep calling and never heard anything back. I want it fixed! And they wont answer me. I also at that same time asked for the couch to be cleaned since I paid for that and they once again wont answer!

  Business Response

  Date: 03/13/2024

  020524...Customer called with Love *eat issue.   Our ****************** scheduled inspection...set for 2/14  between 9-11...

  Upon inspection we determined we will repair both arms.  

  We informed Ms ** that we need to pick up piece in order to repair.  

   02-15-24 ***PART* ORDERED...(Acknowledgement) Number is: 7154972...
  ***02-21-24... Customer was offered a pick up date for 3/5 however she said it, has to be after 330 PM
  ***03-06-24...we can not pick up anything that late..left message..

  ***03-08-24  Have not heard back from customer to set a date that we can pick up

  ** 03-13-24  *poke with Ms **   *he approved a pick up for repairs on 03-20-24.  Time will be given the day before with 3 hour window.  We also informed Ms * that EFO does not clean furniture.  *he did buy an extended warranty that we offer.  We gave her their 800# so she can make a claim.  They will instruct her according to their Terms of *ervice which she should have.  

  This should address all issues within her complaint.

  *incerely

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

  EFO Furniture Outlets

   

• Initial Complaint

  Date:02/06/2024

  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.

  We purpchased sectional from EFO furniture outlet on 1/29/24. We paid for delivery under a covered front porch that was scheduled for 1/31/24. When they arrived they left the sectional on the side walk and it was forecasted to rain. When we inspected the furniture there was a hole in the back of one of the pieces. When we called Efo to resolve this situation the woman on the phone was rude and seemed bothered that she had to deal with us. We asked for a refund and to return the furniture. She told us they were going to charge us a restocking fee for the undamaged pieces even though we bought the sectional as a whole unit so the entire unit was technically damaged. We were only given a partial refund and the furniture never made it inside our home. They charged us for a restocking fee of 3% and the delivery fee as well. We called numerous times and every time we are told this is a problem for their accounting department but they cant give us a number to speak to anyone in that office. I have been unable to reach management as well.

  Business Response

  Date: 02/16/2024

    Consumer made purchase of a 3 unit living room set.  Please look at attachment... *********** Inv...  to see all sale information.  Arrows indicate topics pertaining to *************** remarks.  She signed our invoice and we do inform them of what she is agreeing to.

  See arrow to DROP OFF DELIVERY.  See arrow to the amount charged to drop off the purchase.  We offer other types of deliveries that are higher in price and would include taking the items into the room of their choice.  Consumer chose Drop Off.  The price was $69.95 plus tax.   See arrow pointing to Signature.   Directly above Signature it states .. Any credit balance refunded are subject to 3% processing fee.  All Sales Final. 

  See attachment .. Pace Signature and Terms of Sale.  This is the back of invoice.   Again her signature directly below ALL SALES FINAL written in capital letters and bold print. 

  See attachment... Pace PDT.    This is when we delivered to the address.  It also has a signature, so someone was home to instruct delivery team if the wanted an alternate option that would still fall under Drop Off category.    The men said the ********* is not large enough to fit all the pieces on the patio and be able to open the door to get into the house,  Or even navigate on the patio to get a piece into the house if all 3 were left there..  

  When consumer called about 2 pieces at the bottom of the steps, and claiming one was torn, we offered to exchange it.  Instead, consumer just wanted us to take everything back and cancel the purchase with full refund.  We picked up everything that same day.  We did not refund the deliver fee because we did everything to fulfil a drop off delivery as requested by the consumer.  

   EFO Furniture refunded all minus the delivery and 3% of the product price.  

   

• Initial Complaint

  Date:12/02/2023

  Type:Delivery 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 sofa set , paid in full with insurance and delivery fees, and it was never delivered. Speaking to the manager ****, who was very unprofessional stated that I will not be refunded , and must pay another fee for its delivery. An adult was waiting for its delivery by 4pm and stood waiting for it until late evening. The sofas never arrived. He stated that there was a miss communication and I now have to pay a extra 50 dollars for its delivery or else. Now I do not have ny sofas they won't refund and I can't even speak to the maker without him getting very unprofessional

• Initial Complaint

  Date:09/01/2023

  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.

  Terrible company. I bought a bed back in November. It is now almost September of the next year. So, the bed is not even a year old and the paint is peeling and the support legs have broken twice from just normal usage. I called to get a refund because obviously a $600 bed should at least last a couple years. I spoke to a manager and he was very rude and condescending. He told me there was no box spring on the bed which was the reason it broke. There was indeed a box spring on the bed and I provided proof. He told me “a bed is like an automobile and they weren’t going to refund me just because the bed keeps breaking and is falling apart. Just like if you get a flat tire the dealership isn’t going to refund you” If EFO is a car dealership they are selling ******. My tires have lasted longer than any piece of this bed. I spoke to the credit card company about the situation and they agreed with me, but it was past the 120 day mark to do a dispute. Yes the bed is under warranty and they say they will fix it, but they take forever and honestly being this is the 3rd incident in less than a year I don’t want to have these people constantly coming into my home. After November the warranty will be up and I will be out of luck WHEN it breaks again. I just want the bed refunded. Considering I am moving in a few months and plan to buy 1000s of dollars worth of furniture I definitely won’t be shopping there if they don’t make this right. I told the manager this and he basically laughed at me. Terrible way to run a business. They could’ve made more money off of me by just giving me my money back!! I was planning on buying my furniture there in spite of this because of their selection and sale staff. Unfortunately their service department has turned me away. Sorry…

  Business Response

  Date: 09/20/2023

   In response to ** *'s dissatisfaction with the Queen bed he purchased in November 2022, we have reviewed his photos.
  
  EFO wants to resolve our customer's concerns when they occur under the 1 year manufacturer warranty.   
  
  ** * felt that his bed will not endure everyday use.  Actually, with the proper corrections, it should maintain it's use over a period of time, given it is under normal care. 
  
  To address the issue, we exchanged the bed rails and the support structure under the bed.  In addition, our senior delivery technician went to his home to correct the leg supports to the recommended height.  Our technician also submitted his photos that all was now in  correct form  for support.
  
  In addition, we are sending a ****** gift card for the extra appointments we had to make to get this resolved.   We are also extending the warranty on the bed supports underneath for an additional 3 months past his November end date.  We will come out and resolve as necessary any support problem at no charge until Feb 28, 2024.  
  
  We sincerely hope this has been done to his satisfaction.  And EFO Furniture thanks ** * for his purchase.

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

  EFO Furniture Outlets

• Initial Complaint

  Date:02/27/2023

  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.

  In 2020, I purchased the Broadway sectional sofa from an EFO located at 500 Kidder Street, Wilkes-Barre, Pennsylvania*. After less than a year of owning it, the quality of the couch began to deteriorate. Not only were the pillows and cushions sunken in and limp, but the structural support had broke, the seams were splitting and sharp staples and nails were exposed. My children got scratches and I sliced my fingertip opened on an exposed nail. The canvas underlay on the ottoman has completely detached as well. I filed a claim in 2021 in which a service man was sent to my home to fix the wooden boards in the structure, stretch the fabric and add more fluff to the cushions and pillows. It was a successful repair until recently, as the same issues are apparent. The wooden panels in the structural support are detached again, rips in the seams, and exposed nails. I filed a second claim. I filled out all the paperwork, submitted all the photos requested and was denied. I paid for a 5 year premium complete combination protection plain. I have only owned this couch for two years! And they turned me away. I have tried to contact the EFO store, the ******* Furniture Services people who my warranty is through and the service team that works for EFO. Only to be run around in circles, denied and dismissed. I am furious and so very disappointed in the quality of EFO's furniture and their customer service representatives. No one will help me resolve this issue. I want a refund or at the very least an exchange for a different- better quality couch.

  Business Response

  Date: 03/08/2023

  To our customer, I am sorry that your recent claim with our Montage extended warranty company was unable to help you. 

  I have read all the previous notes from the first time our professional upholstery technician took care of all the issues.  Actually, he added additional support under all the seat cushions to prevent sagging you experienced which you reported in April of 2021.  The work he did which you agreed was successful and lasted.  

  Apparently the issues you have are the result of use.  All foam in the seats will sink over time unless they are pocketed with coils inside.  As people usually return to their "favorite" spot.  Those might feel like they are sinking, especially compared to cushions with less use.  The best way to preserve the fullness longer is to move the cushions to different areas of the sectional if possible and flip them over to the other side.  This way the rotation helps longevity.  If new foam is needed, we might be able to get one or 2 at no charge for you.  But actually I would have to confirm the "no charge" with our service department.  Because your set is warranted by the manufacturer for 1 year.    Your set is now 2 yrs plus 5 months. 

  The reason Montage denied your claim is mostly because all the flattenming of back pillows and seat cushions happen over a period of time and Montage does not cover issues that are gradual from normal wear and tear.  Their contract with you is for issues the have come up within the past 30 days and there are some things they do not cover.  All that should be listed on the page you received describing all of Montage's coverage.  If you cannot find your copy, our service department at EFO will be happy to send a copy if you request it.  

  I don not believe there is any warranty company that can cover furniture "wear and tear" for 5 years.  But they do cover many things.

  I will contact them to question if there is any breakage to your frame.  If your frame is secure, then the only issues are the back pillows and some seat foam. 

  we can supply you with some extra polyfill which goes inside the back pillows if you would like.  There are zippers at the bottom of those backs and you can either fluff what is already inside, (like fluffing your sleeping pillows),  or we can give some more polyfill. 

  I can give you some poly at no charge for 2 back seats but you would have to stuff it yourself.  Again this is 1.5 years out of warranty.  And I don't  know if you have rotated any seat cushions but again, we can try to see if the manufacturer will send the foam for atleast 1 or 2 at no charge.  

  Again, this is complimentary of EFO Furniture.    If she wants more replaced or filled, we would have to charge for those pieces and if a technician is needed, there would be a fee as well.  I am trying to suggest ways that won't cost you anything.  Again I will see if ******* can check the frame if they haven't done that already.  Our Service Department at EFO Furniture is 1-************  M-F until 4:00PM

• Initial Complaint

  Date:01/08/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  Regards, efo has not been very helpful until I put a dispute in with ******** card company that I paid with. Day furniture was delivered they were at my home 8;30 am I get out of work 
  9am 10 minutes to get home by 915am they wee gone already when they delivered men that delivered the furniture said they are times on every delivery .when I got home tabletop wasn't attached to base of table so I bent over to see why it wasn't and then noticed damage on table so I continued to look at sofas that were delivered they also had rips and discolored spots I called store were purchased sent a man back that delivered the furniture he took videos and pictures of damage that was never brought up again as I spoke with **** the service manager he totally ignored when I asked if he had seen the videos  , **** the service manager wanted me to turn damage into the insurance I purchased with furniture I refused if I used it for this I wouldn't have a chance to get refunded at the end of contract for insurance in way of in store credit besides damages was not from me qbut when delivered it was damaged he asked what days I'm available to have his guy come look at it I said Saturday or Monday he replied those days we do not have service. I told him I could be home Thursday after 4pm he said he will get back to me never did but 2 days later I get aa call from unknown number let it go to voice-mail I listened to it it was efo repair man in my driveway asking where I was I called him back explain that I was never told of this  service call I asked him if he could come back after 4 he said he only works until 3pm I called **** service mani was referred to ***************** of service **** then explthat furniturethat efo sells has allowable tolerance difference they acudo not have to line up I replied I do not have those tolerance how can I know if it's in tolerance he got angry then explained that chairs that wobble is not there responsibly I got angry then as he was he sent a repair man out on Monday ******** my fiance greeted him he didn't say much but I'll let **** know 1 week went by **** called me said he has a table he could exchange with 2 chairs but couches he had to wait on because manufacture of couches were on vacation between Christmas and new year  I said ok I wanted I week after the new year then decided to call **** when I got ahold of him he explained since I opened a dispute with credit card company  ...His corporate told him he is not to help until further notice my reply if u fix the furniture that is damaged I will call ******** and tell them I'm satisfied lift the dispute  but **** explained he can't fix anything until further notice  I'm so frustrated I spent alot of money with this company and all I been hearing is that they are the middle men I said I feel like I'm the middle man!
  *******************
  
  
  
  
  
  
  
  
  e asked for manager he said they would send the delivery man back when he arrived at store to look at it when he should up at around 430 he seen the damage and chairs he took pictures and videos after he left I did hear from efo furniture for days so wensday I decided I would make contact store manager at this point wouldn't talk to me said it's in ****'s hands he is head of repairs so I called him he said repairs are not done on Saturday or Mondays so I told him I'm available Thursday after 4pm he said that is helpful and he would be in contact with me by that ******* I did not hear from him so I called wensday store is closed Thursday I'm at work received a call unknown number let it go to voice-mail in voice-mail a man explained he's a repair man from efo to look.at my damaged furniture I called him explained I'm at work but could be home at 4 he said he only works until 3 he said he would talk to ****************** never got back to me so I called him got another man there said he's head of repairs **** very rude and ignorant to me saying there's factory specs that furniture is allowed to have on alignment and that my insurance I purchased would cover damages why would my insurance I purchased cover damages when they were delivered that way damaged he then said efo is only middle man and manufacturer of furniture would have to cover it and he had a table in his factory that he could replace the damaged 1 and 2 chairs to fix the really bad wobble ones that was before the new year 2023 in December of 2022 haven't heard from efo since this situation is very stressful feels like as a consumer I have no writes and efo dictates what is write and wrong on how to treat consumers with problems ther store created.

  Business Response

  Date: 01/13/2023

   As a representative of *FO Furniture,  I wish to apologize for all the frustration Mr * is experiencing.  Upon delivery of the furniture, the receipt was signed that furniture arrived in good condition.  See receipt attached.  We are not saying a problem can't be found after the delivery team leaves.  

  Our intention is always to resolve the situation.  Since nothing was written on the receipt, we wanted our service technician to determine what is wrong and how to address it.  Mr * was not home when the delivery arrived so he found issues that needed to be addressed.  ********************** tried calling to schedule.  Once our tech talked to Mr * and saw the products, he noted damage on the table and scratches on the sofas.  

  So, when Mr * spoke to our Service manager, we agreed to exchange 2 stools and the dinette table.  We have these ready to be exchanged.

  Mr * also agreed to allow the correction to be done on the sofas.  

  The major delay is NOT from *FO.  We want to resolve this as soon as we can.  We do not have the factory authorized parts in for the sofas yet but the chairs and table can be scheduled.  

  The delay is from the Credit card company.  When a consumer files a dispute for the entire purchase, the credit card company uses a laison as the "go-between" with the card company and the store where it was purchased.  I handle any credit card disputes when this happens.  Mr ** send in this complaint and then the liason sends the store a letter and requests us to send proof of the purchase, copies of all sales receipts and copy of the delivey receipt.  They give us a deadline to submit.  In Mr *'s case, he made 4 credit card payments so we receive disputes on all 4 payments and must submit for each one separately.  

  Now the card company decides whether or not to proceed with the dispute.  I just called the liason for an update on 01-10-23 right after getting this letter from the BBB.  The Liason stated that we will now get new paperwork to reply how we intend to correct the situation.  At this point all the money paid by Mr * is automatically "TAK*N" out of our account so we have none of Mr *''s money until this is decided.  

       I have authorized for scheduling the exchange of the table and 2 chairs instead of waiting for this dispute to end.  The ONLY other way to satisfy Mr *'s situation faster is for him to cancel the disputes.  He can still re-open them if he feels that we did not hold up what we promised to do.  

  Otherwise, we can't start any reupholstering to correct the sofas until this is resolved in our favor.  if it is resolved in Mr *'s favor, we need to pick up everything because the money will not be returned to us.  it will be returned to Mr **  

  If Mr * has questions, I suggest you talk to the credit card company and ask them how long this can go on.  I can't answer that unfortunately.  I am not in control of the situation once a dispute is filed

   

  Business Response

  Date: 03/29/2023

  As indicated in our previous reply, *FO was waiting for the parts to be shipped for the sofa repairs.   *verything else had been resolved.  Sofas were special order.  We had none to exchange for him.    Our phone calls and email attempts to quicken the part's arrival was unsuccessful.  Also the credit card dispute continued when we thought it was finally resolved in favor of *FO Furniture. 

  Mr * wanted the credit card decision to be escalated to a higher level.    This is called an Arbitration council.  TH*Y'R* D*CISION IS FINAL, with filing fees to be paid if we (the vendor loses)   So we don't accept agreeing to this level easily. 

  Since we felt we have been doing everything we can and wanting to resolve this with Mr * as soon as possible.  We agreed to the arbitration on 

  02-20-23.     Since that time, the parts have arrived and we want to schedule the service repair.  

  *FO called for an update on the arbitration decision.  We were told it was favorable to *FO to continue to repair the sofas.  But we could not get any written word that it was finalized in our favor.  We needed that in order to send our technician to re-upholster with replacement parts on the sofas.

  It was just this past week that we finally have written documentation and and are anxiously trying to get the tech and Mr * to set up a date.

   

• Initial Complaint

  Date:12/01/2022

  Type:Delivery 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.

  March 13th 2022: I contacted EFO reguarding a dining set that was purchased and was delivered in September 2021. This was still in their 1 year store warranty. I emailed them pictures and had gotten a response that they will ship the new backs to the dining chairs and I should receive them within 8-10 weeks. If this was true I would have received them late May. I have emailed the woman who was in contact with me and have called the store multiple times asking for an update and no one is able yo help me or return my calls. I spent a lot of money on the table and the quality was extremely poor. I am over this company and want my refund.

  Business Response

  Date: 12/07/2022

  To our customer ** ***., I am extremely sorry that this has not been handled sooner.   I see that we did order new backs but the manufacturer has continually put them on back order.  This is a result of Covid and all the complications and shortages of products and parts.
  However, you have waited far longer than we anticipated.    The Service Operations at EFO Furniture has been instructed to set up an exchange of your 2 chairs with 2 new ones as soon as possible .  They will contact the number on  your account to set it up. 
  If you wish to reach them, please call ************** Mon-Fri  8:00am to 4:00PM.  

    ** Please see attachment

  Sincerely,

  Gail * B**********

  EFO Furniture Outlets