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:05/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased furniture and paid extra for ******** protection plan. 1 recliner, of a matching set, could not be fixed . ******** approved either chair replacement or store credit. Our chairs are no longer made, so we could not replace and bought 2 new recliners. When the second recliner failed, we were given another store credit by ********. When ordering the recliners, the assistant mgr. told us if the second failed, and it did shortly after placing order, he would re do our contract, and put the store credit back on my debit card. We went to get the refund, and the mgr told us that is impossible to do. They cannot go back and change paper work. They gave us nothing in writing stating what can or can’t be done with refund money. The mgr told us our only choice is to use our $*** credit toward more sub standard furniture, that they will try to sell us another warranty on.

• Initial Complaint

  Date:04/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 king sized mattress and adjustable base on 3/2/23. They were delivered on 3/22/23. After 5 days I realized the mattress was too soft so I went into the store to exchange it since I had that option since I purchased the mattress cover from them. Well, the delivery date would have been 3 weeks away and cost ******. I decided to rent a 10' ***** and do the exchange myself. I live on the 3rd floor with no elevator, so it was not easy to take the first mattress down and bring the replaced one up. I decided to rent the ***** truck for 2 hours, thinking that was more than enough time. But at ****** warehouse, they took forever so I got a late fee when I returned the *****. Well I got home with the replaced mattress and realized after taking the thick plastic off that THEY GAVE ME THE SAME MATTRESS BACK THAT I HAD TAKEN BACK TO EXCHANGE. When I say "the same one" I mean same type that I had returned and not the medium firm as I had wanted in replacement. I called the store today and they are sending the right one and never once apologized for this issue. They refuse to give me any kind of credit for my ***** ***** expenses. All of that money was for absolutely nothing. I deserve some kind of credit for that. I will never, ever, do business with this place again if they cannot even make things right.

• 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.

  * * <**************************>
  2:09?PM (1 minute ago)
  to ****************
  
  This letter is to document the events that occurred on February 15th, 2023.
  
  On 1/28/23 I paid $*** using my **** debit card and on 02/ 02/ 23 I paid $*** using my **** debit card. On 02/ 10/ 23 I withdrawal ** ****** in cash For a sofa, and mattress at ****** ********* store in ********. I left work early ** **** ** ** *** **** ******. I received a text from the delivery driver at 3:41 pm I was informed via text message that the delivery team was on their way and could be arriving in 10 minutes.
  
  I notified the delivery driver that I was on my way home and less than 15 minutes away. I begged the delivery driver to give me 15 minutes, he was **** **** and even started yelling and screaming at me and told me to be home if not he was leaving. I told him my son, and I needed the mattress to sleep on for the night. I phoned the ****** ********* store in ******** and explained to the manager my situation with the delivery driver. We spoke for about 5 minutes, and I said I needed a refund, and she said to come into the store and get my refund. So I went to the store for my refund, and the store manager refused to issue my refund. I requested to speak with the general manager, and as I was explaining to the general manager on the phone, the General manager yelled at me and said I was **** ** ******** and I should get out of the store. I am not sure why he was told to react to me this way. I had to bring my son (*** ******* ** ** ********), and he started to get uncomfortable running around in the shop I followed him and put him under control. Suddenly six police officers surrounded my son and me. I began to record to protect myself and my son. One of the officers I have on the video said I should give him my ID and tell him my name, I asked him if I was under arrest he said no for the first time and the second and third times. When I asked him again, he said I was under arrest. Hence he threatened to handcuff me if I did not provide my ID. I was terrified and afraid for my life and my son's. I requested his supervisor, and he said no supervisor. The police walked me out of the store. In summary, the store refused to refund my money and called the police; in tears, I realized I was being discriminated against. The officer continued to threaten me with arrest, which freaked my son out. Finally, I was escorted out of the store. On my way home, I phoned the ******** police department and spoke with his supervisor. My son and I had to sleep on the floor the night of February 15th, 2023 we never had a mattress delivered. He had a rough night and couldn't sleep.
  

  Customer Answer

  Date: 03/14/2023

  The ****** store in ******** referred to me as an unwanted person in the police report. I was a customer requesting my money. They are still holding on to my balance funds of $********. 

• Initial Complaint

  Date:02/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My contract enclosed is that I agreed to pay. When they sent the contract to ***** ***** the contract was not this ending price. They overcharged me and have yet to resolve to after several attempts to resolve with local office. They state it was fixed on ***** ***** end however it still is not correct.