Complaints
This profile includes complaints for Price Point Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/16/2024
Type: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 had a sofa delivered by the business. When they delivered the sofa they damaged and broke my front porch light. The light was broken and torn loose from the wall. I called to report this immediately and was told I would be contacted on Monday by a manager to discuss replacing the light. It has now been almost 2 weeks with no call. I've tried to call back, but a manager is never available. It is clear the company is attempting to dodge the situation. They need to repair/replace the damage they caused to my property.
Business Response
Date: 07/22/2024
We have reached out to this customer about this. We apologize for the unfortunate accident. We will take care of the issue.Customer Answer
Date: 07/25/2024
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, as long as they do fulfil the promise to repair/pay for the light. ***** stated that it may be a few weeks before they could get someone out, but I could get the replacement light and bring in the receipt and they would refund me for the replacement.
Sincerely,
*****************************Initial Complaint
Date:04/04/2024
Type: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 king ******* set from price point in 2020. I purchased a lifetime warranty for it as well. In December 2023 I submitted a service request to have a storage piece on the end of the bed frame fixed because it the hinges broke. I have tried to contact price point every week for over 3 months and no one can give me any kind of update on where they are in the service process. I get the run around every time I call. Associates always tell me I am going to receive a call back with an update but I never get one. I have also tried to contact the store manager by email but received no response. I am filing this complaint because they are selling warrantys for furniture that they do not honor.Business Response
Date: 05/15/2024
We will be doing an exchange for this customer.Initial Complaint
Date:03/18/2024
Type: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 a couch and a recliner from Price point furniture and it had a five year warranty on it and now were having difficulties with the recliner and the leather seems to be flaking off The couch and the chair and when we purchased it, they said all of that was covered under the warranty. We have tried numerous times to get Price point furniture to stand behind their warranty. and all we get is the run around and they have not done anything about our furniture. They said if they could not repaired, they would exchange it they havent even done that when I finally went to the store to talk to the manager I asked him what his name was, and he wanted to know why I told him that I was going to inform my lawyer about this situation, and he got mad and raised his voice and lost his temper. I have yet to go to an attorney about this so far but that will be the next step. All I want them to do is stand behind their word, and their warranty either fix this furniture. Or exchange itBusiness Response
Date: 03/19/2024
We spoke to this guest yesterday and let him know that the parts are on order. We are just waiting for the manufacturer to send them and we have no control over that. As soon as he receives the parts we will send a technician out to fix the problem. This is the first step to our process. I apologize it is taking a while to get the parts but they are on order.Customer Answer
Date: 03/28/2024
Complaint: 21451059
I am rejecting this response because:
Price point furniture is making it sound like we just started this complaint and this is a situation that is just come about and it is not. This is been going on for a few months. They have not received anything to repair the furniture with and its taken several months, but they havent been to my house to see what is wrong with the furniture. We just keep getting the runaround from these people. They say their warranty says they have to try to repair it first. Well thats fine but they need to come out here and try to repair it then instead of waiting for several months if this persist Im going to request my money back in full.Business Response
Date: 05/09/2024
Waiting for guest to let us know their parts have been received. Then we can send a technician out to service their furniture.Initial Complaint
Date:02/13/2024
Type: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 filed a for a repair under the warranty we purchased on our furniture. This was filed November 2023 and they are still not able to repair. With this long drawn out process we would like a replacement or refund at this time.Business Response
Date: 03/12/2024
Our warranty calls for us to attempt repair before replacement. We had our repair company ready to go to guests house but when they tried to make contact the guest did not answer. We are fully prepared to do the repair first. We apologize for the delay but are willing to make it right.Initial Complaint
Date:01/10/2024
Type: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 lift recliner April 2022, motor went out Aug 2022, again on 9/2023 and Nov 2023. Took them over a month to repair. Repair *** 12/22/23. I called in 12/31/23 to report chair broke again and requested that they just consider this chair a lemon and provide a new chair. Today is 1/7/24 and still no resolution. My sister is disabled with total hearing loss causing imbalance issues, she also has major back and leg issues and needs a lift chair. Warranty was purchased.Business Response
Date: 01/12/2024
I have this customer a replacement recliner on order as well as parts to fix the one in their home. I cannot make the manufacturer get either of those here to us any quicker. I have spoken to this customer and told her that I do not have a service technician to go look at the recliner in their home. When the parts come in we will have someone repair the recliner until the new one gets here. If the new one comes first we will exchange it for them as soon as possible. I have done everything that can be done and I am sorry it is taking longer than the customer feels like it should.Initial Complaint
Date:11/20/2023
Type: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.
From ordering, to missing parts, not hauling off old bed like what was promised, 2nd delivery received wrong chairs. Now bed broke because of installation error and they have to order and send it to home for me to fix and without my bed. No compensation for all my trouble. And no apologies.Customer Answer
Date: 11/20/2023
It will not let me add picturesInitial Complaint
Date:07/07/2023
Type: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 bought a couch and chair on April 29, 2023. The sales representative stated it would be 30 days before it was delivered. The chair came in and they arranged a delivery and then called me back to tell me it was damaged. I have tried to call and reach the store manager several times and he will not return my call. No one can tell me when I will receive my merchandise, which I am paying for without having received it.Business Response
Date: 07/11/2023
This order has been placed with the manufacturer when it was purchased by the customer. With that being said this manufacturer makes the furniture. It does not come to them already assembled. It take 6-8 weeks, sometimes longer, to receive merchandise from them. I am reaching out to the manufacturer to see if they have any idea when we will get this in and will contact the customer with the information.Customer Answer
Date: 07/12/2023
Complaint: 20284703
I am rejecting this response because: upon purchase of the item I was told it would be in stock in ****************************************************************************** return my phone call. They were also supposed to credit my bill and recharge it at a later date which they did not.
Sincerely,
***********************Business Response
Date: 07/18/2023
I have spoken to my customer and we are working together for a great outcome for everyone.Customer Answer
Date: 08/17/2023
Original complaint has been rectified by Price Point furniture and goods have been delivered. I want to thank ******** for her quick responses.Initial Complaint
Date:06/28/2023
Type: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 $3500 worth of furniture along with a warranty. Been fighting to get my issue resolved for 3 years. Issue opened with customer service in May 2020. Since then have been told parts are on order. Everytime I ask to speak with a manager I'm told he is off. Employees will not contact the manager to have him call me. I have a powered reclining couch with exposed wires that poses a shock and fire hazard. There is also a hole in the couch from a pet, that is covered under warranty. ********************* assured us the warranty is a great investment, was specifically told, "any rips, tears, or stains we will replace the couch" he also said if it ever wear out we will replace it. Now the time has come and they want to give us the run around "waiting for parts"! BUYER BEWARE! TAKE YOUR HARD EARNED MONEY *********!!!Business Response
Date: 06/28/2023
After speaking to this customer on the phone yesterday, I asked for him to give me a little bit to get all of his information together and I would call him back. I called and text him but when he text back I was told he didn't want to speak with me. This has been an ongoing service. I was trying to relay to him yesterday that I have the remotes and power cord on order but we could go ahead and fix the fabric. We have also already sent a cleaner to his home to clean the stains that were on his sofa. So while it is taking some time we are trying to get him taken care of. Our warranty states that it covers single/accidental incidents. This has had numerous issues that we are trying to take care of.Initial Complaint
Date:02/08/2023
Type: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 have bought a love seat with a extended warranty and it has been currently 4 months that ************* has been broken I was told with the warranty if it cant be fixed it will be replaced. After 4 months of waiting they can not get in touch with the manufacturer and refuse to give me a new loveseat or refund my money back.Business Response
Date: 02/08/2023
We are aware of this customers issue. I have been in touch with the manufacturer and the part is on order. They are trying to expedite the needed piece to us.Customer Answer
Date: 02/09/2023
Complaint: 19362443
I am rejecting this response because:
I have been told the exact same thing for 4 months. Now my floor is ruined cause of the delay.
Sincerely,
***************************Business Response
Date: 02/20/2023
I am watching for this customers parts to come in. I have tried to have them rushed by the manufacturer. I am working diligently to solve this issue even though this customer posted a negative review with my name in it. I am still going to provide the best care I can for the customer.Customer Answer
Date: 02/20/2023
Complaint: 19362443
I am rejecting this response because: its been 2 weeks since they have said its being put on priority shipping and still nothing. I want my money back or my attorney will make sure my floors are replaced.
Sincerely,
***************************Business Response
Date: 03/08/2023
We have repaired this piece for the customer.
Customer Answer
Date: 03/08/2023
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. Besides my floor still being messed up.
Sincerely,
***************************Initial Complaint
Date:01/26/2023
Type: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.
01/04/2023 $899 + Tax + $149 Delivery Fee A NEW piece of Furniture A Sofa was originally delivered with a defective reclining mechanism. They sent a technician to my home to try and repair it. The Technician advised Price Point Furniture that it should be exchanged(The Technician came within the first few days. I reported the problem on 1/5/2023). They scheduled a replacement which still has a minor glitch but not as bad as the first one. The most important thing is that this Sofa was obviously used and maybe a rewrap. There were no tags, no reclining strips to be cut, and worst of all the sofa smelled like WET DOG(this is no exaggeration). When I called Price Point Furniture they said "Sir its not our fault, we dont sell used furniture" Last time I checked Dogs dont lounge around on NEW sofas..So Im very upset. I paid good money for a NEW WORKING sofa. Not something used that still doesn't work properly. I have tried to deal with the business 3 times with no results. They have made ZERO attempt to rectify the problem accept to send a tech, followed by a used sofa. Order #********Business Response
Date: 01/26/2023
We are aware of this situation for our guest. We are exchanging the sofa today for the third time.Customer Answer
Date: 01/26/2023
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.
Sincerely,
*************************
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