Complaints
This profile includes complaints for Weir's Furniture Village's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 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:10/18/2024
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.
I have been a customer of ********************** for over 30 years. No longer. In July, 2024, my wife and I bought a leather sofa from Weirs. After a few weeks we noticed a small whole in the sofa. We did not notice it when it was first delivered. No problem. After all, Weirs is a reputable company and we had purchased the insurance from Weirs to cover the costs of such damage. Everything should be fine. Right? Wrong. We were told by the insurance company that they did not cover such damage. We appealed to Weirs for help. The insurance company reversed and said that they would make the repair. But it would be ***** weeks before the repair could be made! Obviously, this is a delay tactic. We are shocked that Weirs would sell us a leather product that was either damaged upon delivery or is so paper-thin that its impractical for daily use. We are even more shocked that Weirs would push a scam insurance product on its customers. Sadly we will be forced to get our attorney involved.
Business Response
Date: 11/18/2024
This customer's issue was resolved the protection plan company gave him a full refund; Customer this past weekend came into our store to get a replacement sofa. Everything has been taken care of, and they are happy.Initial Complaint
Date:03/20/2024
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 purchased a recliner from ****** Furniture on 7/22/23 for ****** + tax/delivery. The chair was delivered on 9/30/23. I spoke to (******) on 10/ 5/23 and emailed pictures on 10/6/23 of the issue. Their solution, put more stuffing in the back. The tech stuffed the chair. Although buckling was still there in the left-hand corner of the chair, the tech instructed us to give it sometime. Time passed. To no avail did this correct the buckling. I reached back out to customer service and sent another email with pictures on 11/28/23. On 12/20/23 an entire new back was brought out and installed. Again, we were told to give it sometime. On 2/9/23 I reached back out to customer services and sent pictures. ****** in customer services told me she had to send this issue to a higher level. This took some time and several calls from me asking about the progress of a resolution. The complaint was sent to a man name ***** the warehouse manager. ***** and I spoke several times, and his solution was to bring out more filling. I told him that was the first resolution and didn't work. He stated he could not offer any other resolution. I requested him to elevate the issue to someone who could provide a different solution. I was contacted by **** ***** and he told me they would take the chair back and issue a store credited less 25% for wear and tear. I told him I was not wanting to lose 25% of the cost of the chair. I believe I contacted the store in a reasonable amount of time about the defect of the chair. Each tech and ****** telling us to give it time brought us too today with no resolution. There were also lags sometimes up to 2-3 weeks between conversations with ******, ***** and ****. Ultimately, I would like a full refund of the ****** plus tax and not receive a store credit for another piece of furniture. At the absolute least receive a full store credit of ****** plus tax and free delivery of my next chair purchase. My 4 emails would not attach. ThanksBusiness Response
Date: 10/29/2024
Upper management have talked to the customer and have resolved the issue with the customer.Initial Complaint
Date:10/16/2022
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.
On 11/5/16 we special ordered a sectional and purchased the GBS Peace of Mind 5-year protection plan for $149. The total transaction was $2,623.32. It took longer than expected for us to receive the sectional.
We were told by our sales person *** ********* if we didn't use the protection plan within 5 years we would get a $149 credit from Weirs towards a future purchase.
On 09/23/22, my wife contacted Weir's customer service and was told by **** that we wouldn't get the credit since we didn't call them within 90 days of the 5 year end date. After some discussion with ****, he said would contact his supervisor, but he was not confident the situation would change. My wife had asked to speak to the Store Manager but **** said that the store doesn't allow s/he to be available to speak to customers. He called my wife on 10/3/22, and told her that we would not be getting the $149 credit.
There was no mention on the sales receipt or the protection plan documentation that we needed to contact Weir's within 90 days of the 5 year end date.
It's unfair that after being long time Weir's customers, my wife and I were not treated with the respect that we deserve.Business Response
Date: 01/09/2023
Business Response /* (1000, 5, 2022/10/31) */
The business informed BBB that all guests are informed at the point of sale of the requirement to contact Weirs Furniture at the end of the 5 year period in order to have the credit processed.
In this instance, the consumer's 5 year warranty expired in November 2021. Unfortunately, since it is now close to one year since the warranty expired, the business is limited in what they can do in order to apply the credit.Initial Complaint
Date:08/17/2022
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.
Order number XXXXXXX-X. I purchased 2 leather recliner chairs (Bastille TG Recliner Taupe) from Weirs in Southlake on 8/4/2022 which were supposedly new from the warehouse. I paid for the furniture protection plan as well as $100 delivery fee. Both chairs arrived damaged with areas on the front where leather wraps around wood and the leather had been rubbed off. I did not accept the chairs due to this. As this was a closeout item there were not 2 more "new" chairs to replace them with. I was refunded the amount for the chairs as well as the furniture protection plan. After realizing I did not receive the $100 delivery fee back, I called customer service to inquire about this. Weirs customer service manager (******) declined to return the $100 delivery fee because he stated no one documented that these were damaged, however, I specifically remember the drivers taking pictures of the chairs as well as speaking on the phone with customer service letting them know they were damaged and would be returned. At this time they even offered to have someone come out to potentially restore them or offer a discount due to the damages. I chose not to go with these options, but rather to return. According to ******, none of this was documented on their end. I would like this to be resolved by receiving my $100 back.Business Response
Date: 01/09/2023
Business Response /* (1000, 13, 2022/10/31) */
Business indicated that the delivery fee was refunded to the consumer on 8/17/2022 and 8/18/2022.
Consumer Response /* (2000, 15, 2022/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did finally refund the delivery fee, which is what I was asking them from the beginning.
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