Business Profile

Furniture Stores

Levin Furniture, LLC

Complaints

This profile includes complaints for Levin Furniture, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

130 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/22/2024
Type:Product 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 m so surprised to see this damage, this should not happen. I have no idea how this occurred. Only two months since I bought this. Please resolve the problem. This leather material is defective, it fads itself. It lasts two months, it should not.
Business Response
Date: 03/27/2024
The manufacturer agreed as a one-time courtesy to replace
the right side facing inside outside back casing. The customer is required to
pay the labor to have it installed. Susan agreed to the terms.
Customer Answer
Date: 03/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** *******
Initial Complaint
Date:03/20/2024
Type:Billing 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.
Im not sure who is worse levins or the financial institution they use synchrony. Number one everything I bought from Levins was damaged or ripped or broken within a year the quality of their stuff is absolute garbage. If that’s not bad enough the company they use synchrony is one of the worst companies I’ve ever dealt with I’ve been calling for about 4 months about a fraud charge after being reissued 2 cards and spending 8 hours on the phone with synchrony they were still unable to resolve it and I was left paying the balance out of sheer ptsd at the thought of having to talk to those people again. Wouldn’t recommend to anyone go to north east factory direct the quality was 10x better and so was there lender. To make matters worse I pay off the account and m attempt to add an auth user. I’m told the merchant rejected the request with no reason given. Joke company. 0 stars do not recommend
Business Response
Date: 03/21/2024
****** ***** accepted delivery 2/12/2022. On 4.7/2022 we exchanged her footboard. We offer a 1 year warranty for repairs against any manufacturer defects and have no record of the consumer calling in for any services or issues after the exchange was made 4/7/2022.
As for Synchrony they are a 3rd party finance company and the consumer would need to contact them directly for any issues she may be having with them.
Regards
*****
Initial Complaint
Date:02/28/2024
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.
On 09/16/23 I purchased a sofa *********** special order and chair M***** ***** special Order I was told it was their top line with down filled pillows for ultimate comfort . The cushions on the sofa and chair have become lumpy and saggy and feathers are sticking out from the cushions. They sent a repair man to come out and he took pictures that was 2 1/2 months ago.I have called customer service several times and they say core cushions have been ordered but they don't know when or if they are coming in, because they have to come from overseas. I sent customer service pictures of the sofa and chair. Its been 2 1/2 months and the cushions have gotten worse.I have contacted Craftmaster the maker of the furniture and they are aware of the situation. I would like to have my money back or have the cushions replaced with foam but since it was a special order they say that is not an option. I fear they are going to wait out the warranty and stick me with defective furniture.
Business Response
Date: 03/01/2024
Spoke to the customer today, we have ordered down-proof
ticking bags for her sofa and chair. We also order seat cores as well. Per the
specifications of the manufacturer, this is not a defect. Once the parts arrive
we will schedule the service for installation.
Initial Complaint
Date:02/19/2024
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 purchased a couch along with the warranty. The sales rep pushed the warranty explaining how it would cover the reclining mechanism and the leather (not real leather). Within two years, the leather started peeling and ripping. The couch is now useless and needs to be replaced and they claim this is normal wear and tear. What a scam! How can you sell a 5 year warranty to a product that disintegrates after a couple of years?
Business Response
Date: 02/19/2024
This was purchased and received July 30, 2019. Our accidental
warranty for five years covers rips, tears, burns, and stains of the
leather. Peeling is not covered under
the warranty, that would not be an accidental occurrence. If the warranty is
not used by July 30th, the customer will be issued a store credit in the amount the
warranty. There is no record of the customer reporting or making a claim for
his leather before now. All claims must be reported within 5 days of the occurrence.
Customer Answer
Date: 02/20/2024
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.

My question remains unanswered. Is it acceptable to sell couches that disintegrate after 2 years??? Also, your sales reps are lying to consumers and telling them the warranty covers this damage. Why would you sell a 5 year accidental warranty on a product that will not last nearly that long because of what you consider to be normal “wear and tear”. This is textbook definition of a UDAAP violation. Unfair, deceptive, abusive acts and practices. Don’t sell a 5 year leather warranty for a product that lasts 2 years. I don’t know how you think this is ok.

Regards,

**** *******
Initial Complaint
Date:02/18/2024
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.
Below is a detailed overview of my complaint that was sent to the President of the corporation. Since that time, Levin has only offerred a $75.00 reimbursement. Given all that I've gone through, I'm requesting $200 - $400 discount.
Below are the facts:
Purchased furniture on October 29, 2023.
Furniture Delivered with defect on 11/4/23 (Furniture had holes on two different parts of sectional. Requested new sections be redelivered.)
On 11/7/23, I emailed Angela G****** (warehouse) to follow up regarding the redelivery of my furniture. I included several images of the furniture’s problems such as holes and dirt stains.
On 11/10/23, telephone conversation with Angela. Talked about escalating the issue to the supervisor and replacing the entire unit. Talked about the material that will be ordered for repairs as well. Communicated no interest in repair.
On 11/17/23, Angela responded back via email stating a request for exchange had been received. Authorization by the supervisor must be discussed.
Angela approved the exchange via email on November 20, 2023.
On 12/2/23 second attempt for sectional without defects. Upon inspection, both sections were observed to have defects. Specifically holes and tear on the bottom half of the sectional.
A third effort was attempted on 12/15/23. The truck driver promptly informed me that there was a problem once the furniture was removed. Requested replacement.
I spoke with Randi A********* the warehouse manager, on December 15, 2023 to express my displeasure with the entire process and my worries. I asked to have the entire sectional replaced. I also asked whether there will be a reduction given the inconvenience of the circumstances.
Requested an option be given to look at other furniture which was granted. Nothing was found in my price point. On February 3, 2024, this will be the furniture's fourth delivery attempt by Levine.
Business Response
Date: 02/19/2024
This customer did have some issues with the furniture having
been damaged upon delivery. We apologize for the inconvenience this caused. The
customer was offered to reselect, she chose to try another delivery. The
delivery was complete, and the customer was offered a $150 coupon or $75.00
off. The customer chose the $75.00 off.
Customer Answer
Date: 02/20/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Levin response does not fully tell the entire story. I requested the exchange. The exchange could only be in the amount of the orignial purchase price. I could not find anything within the price point. I then requested redelivery because there were no other options available. I was also informed by a warehouse representative and Manager that a discount could be granted once the furniture was fully installed. I did not accept the $150.00 coupon nor did I accept the $75.00 discount. Levin has not been transparent in their communication with me. Below is most if not all of my correspondence with Levin.
Hello,Saturday, February 10, 2024 8:39 AM
My name is ******* ******* and you and I spoke on the phone back in December. We discussed the issues concerning my damaged furniture.
The fourth delivery occurred a week ago. A thorough inspection was done. I finally have a complete set without damage.
I would like to discuss the options around a discount. Given several attempts was made with every time yielding an incomplete/damage piece, I'm asking that my furniture be discounted.
Please factor in your decision the following:
Four attempts made
Damaged furniture three of those attempts.
Length of time to receive a fully new set.
Furniture purchased four months ago.
Inconvenienced around holidays and not having set to my liking.

******* *******
Good morning,

Let me see what I can do for you, and I will contact you back!hank you!
Randi J******
Customer Support Specialist

They responded back to me and said we can offer you a $150 coupon for your inconveniences. Would you like me to process that for you?hank you!
Randi J******
Customer Support Specialist
Hello, (Me)
A coupon of $150 is unacceptable. When we initially talked you shared that a discount could be offered once the furniture was delivered.
Again, I am requesting a discount which was offered sometime ago…
The discount you are referring to would be the sale that was going on at the store and you said you spoke to a sales associate that said they could do a price adjustment, correct? I emailed the store awhile ago and the person who responded back to me said he was taking care of it... did he not call you? At service we can't offer any discounts that are through the store. Sales wise. We can offer compensation for any inconveniences.
Thank you!
Randi J******
Customer Support Specialist
(Me)
The discount I’m referring to is what you mentioned as well as the young lady in the warehouse. The sales associate was referring to if there were a purchase on new furniture. She(not he) also shared not being able to offer a discount on what was already purchased. She distinctly shared that it would be up to the corporate office.I do not wish to rehash all of what took place. Levin advertised quality furniture! My furniture came with a multitude of issues. Do what’s right and honor the company’s thought to sale quality furniture at a reasonable cost. I'm not interested in receiving a coupon.
I spoke with my supervisor, and we can offer a $75 dollar refund to you. I am not sure who the lady at the warehouse is, but that is all they are allowing me to offer. Or we can still do the $150 coupon.

Thank you!
Randi J******
Customer Support Specialist
(Me)
I was referred to you by a woman named Angela G****** She works in the warehouse. You should review your emails from November 20th, when she first spoke with you regarding my concerns.It is offensive to offer seventy-five dollars. Given everything I've been through, I would like to receive a $200–$400 discount. As I shared, I am not interested in $150.00 discount. I will be reaching out to the President/CEO of Levin.

Business Response
Date: 03/20/2024
Here is our response: We stand corrected, *** ******* was offered $75.00 off her order or a $150 coupon for a next purchase. We are waiting for her to let us know which one she wants. We can not offer anything additional.

Kelly M*****

Customer Experience Manager
Customer Answer
Date: 03/21/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******
Initial Complaint
Date:02/12/2024
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.
Bought couch and chair it was delivered in later November went to use recliner and it wouldn't retract service came out December 13 stated unit was dropped and frame bent ordered part as of February 12 part was ordered December 20 1 week after diagnosed will not be here till end of March so I can't use my new couch till April I called Levin and asked to replace which I also did on December 13 they said I have to wait since I have called to no avail to speak with any type of management only service reps 4 times they were supposed to pass my concerns and someone was supposed to get in tou c h no one has which is why the complaint I just was what I paid for please help
Business Response
Date: 02/13/2024
The ********** purchased their sofa and had it delivered
Nov. 21, 2023. On Dec 13, 2023, it was reported that something was wrong with
their sofa. The manufacturer’s warranty is for repair. We ordered a reclining
mechanism for his sofa from the manufacturer. Unfortunately, they were out of
stock and on back order. Due to the wait time, we have decided to exchange the
sofa for the customer. He has been called and scheduled for Feb 17, 2024.
Customer Answer
Date: 02/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** ********
Initial Complaint
Date:01/30/2024
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 ordered a full size bedroom set from Levin online. The bed requires a foundation. The sales rep ordered a twin size foundation firba full size bed so I cannot use the bed until the correct size foundation can be delivered. I have MS and cannot sleep on the floor so I have to go tona hotel. I specifically took today off work s the furniture could be delivered.
Business Response
Date: 01/30/2024
*** ************* order was written incorrect. We have rescheduled her delivery for tomorrow Jan. 31st for the correct box spring. Our team apologized for the error and offered her compensation, she refused the credit on the order.
Initial Complaint
Date:01/24/2024
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.
Sales Date 05/21/2019
Sales Order # ***********
Couch--"5yr Multi item Fabric/Warranty-$299.99
When bought saleslady insistent how important was to get the fabric warranty
Provided photos to the Wexford Store with warranty
Denied "Leather is not considered fabric and is not covered under your PPP plan--Darlene B*****-Office Associate" Not real leather regardless should be covered as sold by salesperson
Business Response
Date: 01/25/2024
The claim was denied due to the leather pealing, which is not
covered under our extended warranty for leather. The customer was sold just a
fabric warranty in error, if his claim was a covered occurrence for leather, we
would have honored the claim. I am attaching a copy of the warranty. We can
give the name of a contractor that could help him with his repair.
Customer Answer
Date: 02/02/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ********
Initial Complaint
Date:01/13/2024
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.
Fraud and theft! The company screwed up a credit card transaction and has refused to refund the money. For 8 days given false information and accused my bank of being the issue when there own banking institution had the money in holding. A fact they admitted to on day 9. They have yet to correct the situation and refuse to give the refund the money, return phone calls in a timely manner and have management staff who called on day 9 to “follow up” only to again accuse me and my bank of having the money after her boss had admitted the fault of the company and was supposedly correcting the situation. It has been 2 days since the guaranteed refund of the money they have held o to for 10 days and nobody will return a phone call or correct the situation.
Business Response
Date: 01/15/2024
*** ********** made a purchase on Jan. 3, 2024. During the
transaction the associate got out of the transaction without saving it. This
caused an error, and the credit card transaction was authorized but then voided.
The customer’s card authorized the transaction for $5304.00. that night our
system did not batch that transaction since it was voided. We are working with
merchant services on this. The transaction ended up in a suspended account. We instructed
them to release the suspended transaction back to the customer on Jan. 8th.
We have spoken to the customer and
understand her frustration. We believe due to the holiday; she may receive her
monies tomorrow. We will call her Tuesday Jan. 16, 2024 to follow up to see if
she has received her monies.
Initial Complaint
Date:01/11/2024
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 had purchased a sofa with two built in recliners. On December 20th they attempted to deliver the sofa. I watched from the window where they removed the plastic from the couch while still in the delivery truck. For some reason they stood the coach on the corner to pivot it out of the truck. They then proceeded to set the couch down on the back of the couch in the street and then on my blacktop driveway on the top of the couch. When they got to the front door I looked at the couch and it was filthy dirty in numerous places on the fabric. There was even a spot where it looked like one of the delivery men was chewing tobacco and drooled on the fabric. I refused delivery. Levin's is telling me that since it was a special order I have to accept that they will clean the couch. I didn't pay $1,859.00 to purchase a filthy couch that has been cleaned with harsh dangerous chemicals. I paid that amount to have a brand new couch in pristine condition. They refuse to give me a new couch. They rudely told me that I had signed paperwork that they would not replace the couch if the couch was not in pristine condition when it arrived. I looked at my paperwork and it says that if the couch is not in pristine condition due to a manufacturer's defect they wouldn't replace it. But this was not in any way a manufacturer's defect. This happened during delivery. I have numerous photos of the damage but am not able to upload them at this time. If needed I could email them or text them.
Business Response
Date: 01/12/2024
*** ******** purchased a special-order Southern Motion sofa.
The sofa was scheduled for delivery Dec. 20, 2023. The drivers took the plastic
off in the truck and got the sofa dirty in several places. *** ******** does
not want that sofa but a new sofa and was told we would restore her sofa and compensate
her after her delivery was completed. The sofa was cleaned and restore back to the manufacturer's specifications. The customer requested photos to been
sent to her of the sofa, they were emailed Jan. 10th. We will upload
pictures sent to the customer for review. We are waiting for her to schedule
delivery and then we can compensate her for her inconvenience.
Customer Answer
Date: 01/14/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

This is only acceptable to us IF the sofa is cleaned to our satisfaction and the compensation is significant considering we are not getting what we in good faith paid for plus the inconvenience.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Levin Furniture, LLC is BBB Accredited.