Complaints

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

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Lancaster's Furniture To Go has 2 locations, listed below.

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  Lancaster's Furniture To Go

  1590 Manheim Pike Lancaster, PA 17601-3038

• 

  Lancaster's Furniture To Go

  1273 Manheim Pike Lancaster, PA 17601-3121

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:04/25/2025

  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.

  I bought the table back last year for the outside of my deck the table was washed out I'm not sure the date but they gave me a new table and the same thing happened never told me the table had to be covered or nothing so I just like to have the 400 and some dollars then that I paid for it thank you

  Business Response

  Date: 05/14/2025

  In response to the inquire of ***************** he purchased an outdoor Ashley ***** dining table set on 9/1/2023. He called us in March stating that the table was peeling and we asked him to send us pictures so that we can forward the photos to ****** so that we can get a credit and reorder him a replacement. We received the credit and ordered him the replacement on 3/23/24. At the time **** explained to him that he would need to cover the table during the winter and when raining. He did neither and called us 4/22/24 to state that the table was doing it again. He requested a refund and we explained that this was not how ****** processes service issue and could not do that but that we can get a credit and order another replacement. We processed the credit request and received it. We tried to order a new one but that was discontinued. We told Mr. ****** to come in and pick out another one.  He came in and looked around and stated that everything was so much more expensive. Unfortunately, with the raising cost in the industry, we cannot control that. Mr. ****** will have a credit open until he can decide what he would like to do with the replacement. 

• Initial Complaint

  Date:05/28/2024

  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.

  bought some sectional sofas and they never delivered them to my house and they don't want to give me my money back.

  Business Response

  Date: 06/03/2024

  The customer was told about our no return policy. he signed the document to that effect. When he told us that the sofa did not fit, we explained to him that he could come back to the store and reselect another sofa, or we could give him a refund minus a restocking of up to 25%. His response to our sales staff was, H*** NO, I will just call my back and dispute the charges. He did dispute the charges and he lost the claim. He came back into the store telling us that his bank, remove the funds from his account because he did not win the claim and he wanted us to issue a refund on his card minus the original restocking fee. We were willing to do that even after he had issued a chargeback on the company for his mistake. When we asked for the card he used to purchase the sofa, he informed me that he did not have that card and he would want the refund back on another card. That is something our merchant service has always told us not to do. Due to fraudulent charges, we have to either issue the customer store credit or refunds only on the card used to purchase the product. The customer stated that he was leaving the country in 2 days and furniture wouldn't be what he needs. He just wanted us to give him a refund. My suggestion to him was for him to let us contact our bank and see what they suggest. 

  I contacted our bank and they said that we cannot put a refund on the separate card. We can issue store credit or gift card. I contacted the customer and informed him what our bank stated he told me that he would think on it and let me know what he wanted to do. He contacted us back the next day and stated that he wanted to purchase other furniture with his store credit. He also stopped in to the store and purchased more than the credit he had on his account. The customer seemed happy with our service after all this was done.