Complaints

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:01/02/2025

  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 November 8, 2024 I purchased a Queen **** ********************* totaling $2151.80. The Queen ****** Bed was $606. I was told it would be delivered in two weeks, possible three weeks. It ended up taking five weeks! When it did finally arrive, While they assembled my bed, they took a gash out of the footboard post. It is located right at the top of the post, where it is very visible! The gentleman apologized, took a picture & said he would send an email to ****** Direct. That they normally will give a 25% refund that will be credited back on my credit card. I was happy with this outcome. But as weeks have gone on , no such thing has occurred. Its just been Speedy Furniture giving every excuse as to why I havent received any refund. This is unacceptable customer service. I feel an e-mail can be answered within a day or two. I am requesting I receive the 25% refund, being that was what I was told by the gentleman. The only thing speedy about this place is them taking your money! I was charged the full amount of the sale but didnt receive it until 5 weeks later!

  Business Response

  Date: 02/14/2025

  The customer placed her order at ******************** in ******* on 11/8/2024. While we generally state a 2-4
  week delivery of most items to our store and an additional week for delivery to your home. I specifically
  informed the customer that her choice of bedroom ******************** was low on inventory and would likely run longer
  and she said, thats fine, Im willing to wait. Notice that she didnt argue that point when I mentioned it in a
  text. The customers order was shipped to our store on 12/9 and delivered to the customer on 12/10. Please
  note the statement below the complainants signature on the sales form which reads as follows: I have read
  and fully agree with all terms hereon (front & back). I understand that all sales are final and that Speedy
  Furniture is not liable for shipping/manufacture delays.

  
  The customer states that I offered her a refund for the damaged part on the footboard. Thats factually
  inaccurate. I made the damage known to the customer at the time of final assembly. I specifically stated that I
  would submit a photo of the damaged item and request a replacement item, repair part, or a refund up to 25%
  of the cost (our cost) of the item. It is Ashleys prerogative as to how they will rectify damaged items either
  through replacement or refund (which I stated in the texts). No offer of a 25% refund was made at that time.
  The terms on the back of the sales slip include a section labeled Damaged Items. The last three sentences
  under the Damaged Items section on the back of the sales slip state, ** reserve the right to repair furniture
  in customers home or accept return for repair and/or replacement. Regretfully, we can only authorize a full
  refund in the rare event when we are unable to repair or replace the item. ** also expect our customers to
  accept delivery appointment for any repairs or replacement furniture to complete the order process.

  
  12/10/24 - Delivery made

  
  12/11/24 I received text from customer about refund status I replied that same day
  Customer expressed dissatisfaction with my response about Ashleys speed of response and stated that a
  simple text/email should be answered in a day. I agreed wholeheartedly, but were dealing with the nations
  largest furniture manufacturer and things just dont flow that quickly with ******.

  
  12/12/24 I explained that I will fight for a refund or replacement footboard (thats Ashleys call). I explained
  that I emailed the photos of the damage and must await their response. I explained that I asked for a discount
  on the entire bed (my cost). I explained the process and that is what we must follow.

  
  12/23/24 Customer asked about the status of the refund (** are closed 12/22-12/25 (Sun, Mon, Christmas
  Eve and Christmas Day) I said I would check when Im back in the store.

  
  12/27/24 I texted the customer explaining that I sent the information to ****** on 12/12/24 requesting a
  refund or new footboard. I explained that I will come with the new part or forward the refund.

  
  12/27/24 Customer said Ill just turn this over to the Better Business Bureau. Customer further said that she
  didnt want a new footboard because she didnt want the hassle even though she agreed to that in writing So,
  I explain once again that Im bound by Ashleys decision to replace or refund. Then I offered a $50 refund out
  of my own pocket for the scratch knowing I may still receive a repair part in the mail later if thats what ******
  decides. Customers response: Im just turning it over to the BBB.

  
  1/17/2025 - ****** sent a repair replacement cap to our store, received on 1/17/25. ** called the customer to
  tell her that the replacement part was in and she said, I already turned it in to the BBB. ** explained that the
  BBB wasnt going to come get the part and repair her footboard and asked if she wanted the cap. She said
  she would pick it up.

  
  1/28/25 Two weeks later, we received the complaint from the Better Business Bureau and the customer still
  hasnt picked up her part at the store. I cannot go to her house to make the repair as she stated in her text on
  12/27.
  
  In summary, I think its clear that I explained to the customer how situations like this are handled through
  ****** Furniture. While ****** is the largest furniture manufacturer in *****************, even a minute
  percentage of customer issues is a large number based on their business. These issues cannot be solved in
  a day. I followed the rules set forth by ****** and did all necessary steps in a timely fashion. In the end, this
  customer refused to allow me to rectify the situation and still hasnt picked up her repair part at our store. She
  tried to strong-arm me into providing an on-the-spot refund that would have far exceeded the cost of the repair.
  If it wasnt unreasonable, ****** wouldnt have sent the repair part and they would have issued a refund to me
  to relay to the customer. Finally, the customer stated that making the repair at her house was not an option
  even thought she agreed to that at the time of the sale.

  
  Very Respectfully,
  
  *********** ****
  Speedy Furniture Indiana

  Customer Answer

  Date: 02/18/2025

  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.
  
  
  Regards,
  
  **** ****