Complaints

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

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  Schewels Home

  915 Main St Lynchburg, VA 24504-1628

  
• 

  Schewels Home

  228 Plaza Xing Bristol, VA 24201-2881

  
• 

  Schewels Home

  100 Barksdale Rd Waynesboro, VA 22980-1769

  
• 

  Schewels Home

  512 - 514 Main St Altavista, VA 24517-1810

  
• 

  Schewels Home

  7007 Timberlake Rd Lynchburg, VA 24502-2332

  

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:11/09/2024

  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 bought a new recliner in April 2024 from schewels & purchased the furniture care plan as well. About a month after having it my daughter got nail polish on it so I called the furniture care & filed a claim to see if it could be cleaned. They came out took pictures & left, I wasn't at home but my daughter was. So I had to call them to find out what was going on & why it wasn't cleaned. They told me it wasn't able to be cleaned & upholstery had to be replaced so they had to order that. I think it took them another month or 2 to come out & replace upholstery. Well the place that schewels sent out (** *** **** ********* ******) the guy that came out to replace it put the new upholstery on but completely put my chair back together wrong & messed it up. I called schewels to let repair man there named ***** know trying to get it fixed & also spoke with the manager at schewels named *****, neither one of them really helped me with the issue at all. I ended up having to call the ** *** **** ********* ****** place myself & file a complaint. The manager or owner from there came out & fixed the chair himself but the seat of the chair was still leaning to one side. They sent the same guy that originally came out to repair but messed up my chair out again this time. Again my daughter was home & I was not, if I had known it was the same guy I wouldn't have let him touch my chair again. Well I guess he replaced the cushion but left extra parts, part of cushion & upholstery that came with new cushion here in the bag. The seat of the chair is still leaning to one side & not really fixed at all. I have called & left a message with on the spot repair & haven't been able to get in touch with manager or repair guy at schewels. I paid alot of money for this recliner & it doesn't sit or function correctly & nobody is willing to help me get this resolved. I'm so unhappy with both schewels & their furniture repair plan that is also highly expensive. The chair is only 7 months old now.

  

  Business Response

  Date: 11/22/2024

  This item has been set for an exchange. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:09/12/2024

  Type:Delivery 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.

  Purchased a bed and mattress on 8/26/24,, was supposed to be delivered, called to see what was going on 9/10/2024 , was told they had no delivery drivers and not sure when they could delivery my items, so we rented a uhaul at $49 plus .89 a mile to come pick up the bed and mattress to get there not have my whole order available misssing the mattress protector and foundation to bed,, after driving 35 miles one way ,,

  

  Business Response

  Date: 10/03/2024

  I am sorry for the delay. It took some time to find this customer. So apparently this was a purchase for the ******* Schewels. Ms. ****** is correct about the series of events outlined in her complaint, which I feel does not portray the customer service we like to give. However, this has not been the only complication. Ms. ****** purchased a regular box spring when indeed she needed a low-profile box... our manager made the exchange with no cost the Mrs. ******. However, since I've looked into this matter, I still want to do something for Ms. ******. We are prepared to refund her $120. This should more than cover the truck and hopefully express our sincerest apology in this matter. The ******* store will call Ms. ****** when the check arrives so she can come by and sign for it. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 10/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/31/2024

  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.

  Purchased an extended warranty for love seat and recliner. Filed a claim to repair love seat on March 15 for foot release cable. Sent requested photos to Furniture protection as instructed. They sent a tech who couldn’t fix the piece, he did not bring part, took photos again, ordered part. Schewels ordered wrong part. Had to schedule with them to deliver that part before tech returned. Tech again ordered the part. Schewels had to again schedule to deliver that part to me. Another tech came to my home again and installed the cable. It worked a week. Called corporate customer service several times. Store manager is never available and does not return my calls. Finally on July 16 assistant manager **** promised to order the new cable release part. I called July 29 spoke to **** again and he said that would be with service department and would call me that day. No call was returned to me so I called July 31 neither the assistant manager or ***** **** the manager was in . When messages are left they don’t return the calls. The front desk said the part was not ordered until July 29, probably after my inquiry about delivery of the part that day. This has been going on for 4 1/2 months. I would like my $299 returned for the extended warranty since they have not repaired the recliner. My husband can order the part and fix it himself. None of these problems were discussed at the time the warranty was purchased. I want the $299 asap. Additionally, the head of the parts department at Schewels informed me that there have been several complaints from their customers about this warranty service.

  

  Business Response

  Date: 08/16/2024

  We try very hard to offer great customer service at Schewels Home. I'm sorry that was not Ms. ******* experience. The living room group was purchased back in 2019, and the original complaint wasn't lodged until 2024. The furniture was protected under the 5-year plan, and we handled it accordingly. However, some things are beyond our control in regard to a timeline on service. Sometimes waiting on parts and using an external company for repairs really limits our ability to control the completion of repairs. However, this is no excuse. At his time, ***** ****, the store manager has authorized the rebate (in the amount of $299) for the extended warranty fee. By accepting the rebate, we will remove the warranty for the rest of the term. Thank you for bringing your retail experience to our attention and allow us to grow stronger and hopefully communicate better in the future. 

  Customer Answer

  Date: 08/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/28/2024

  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.

  Company did a credit check without my permission

  

  Business Response

  Date: 08/22/2024

  Schewels Home takes The Fair Credit and Reporting Act very seriously. In this case all the guidelines were met. However, going forward, we will try to go above and beyond by verbally informing the customer of the inquiry on their credit.  Thank you for the opportunity to better serve our customers.  

• Initial Complaint

  Date:06/27/2024

  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.

  1 purchased a living room suite from Schewels which I buy everything from them,the workers are great.i purchased a 5 yr.warrenty r4fffff for dthis complaint has to do w the warranty dept. Furniture Care Protection co....had stains,and a couple years on lining,and the leather was torn from Grand kids sitting on it.i called warrenty dept.asap.after a while they sent a tech.he took pics.of all ..of errs..it's been over 2 weeks and i called to check.**** callef me back .and said my claim was denied
  It was over 5 days before I called.it
  
  
  wasn't,nothing He turned instains,tears ,was covered.tho i ask her what was covered.she yelled at me and said YOUR CLAIM HAS BEEN DENIED,then told me what the warrenty covered,everything i turned in..I told her she doednt have to be so rude....i ask for my warrenty money back and it is non refundable..contract days it is - some fees this is unacceptable.im a sr.citizen and dont appreciate being talked to like this or taken advantage of..they sure didnt have excuses not to take the money.all i ask for is the job done i paid for.the rude and the lies the the contract changing... Tried corporate but they haven't returned my call.i would like an exchange or credit..last thing we heard is.you did nont turn it in witjin 5 days of tje stain i did it took them tbis long to take care of it

  

  Business Response

  Date: 07/23/2024

  The warranty company originally denied the claim. But our manager decided to go above and beyond by honoring the warranty even though it didn't meet the criteria. We value long term customers and glad we were able to make this accommodation. 

  Customer Answer

  Date: 07/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/29/2024

  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.

  Purchased a lift recliner to help get up since having a stroke. The recliner broke down on the side within less than 6 months of owning it. I only weigh 150 pounds so it’s not weight related, I am the only one that sits in the chair. Repairman came out to check it and had to wait months to have it replaced . The second replacement chair did the same thing in the same area (left side) repairman came again and said it needed replaced again. I never heard anything else from the company . A friend ended up giving me a used lift chair. After numerous attempts to have the chair either replaced or refunded . The chair is poorly made.

  

  Business Response

  Date: 06/05/2024

  Mr. ******* purchased
  a lift recliner on 10/24/2022 that was delivered on 10/29/2022. On 2/17/2023, a
  woman called to report the seat of the recliner was sinking to one side. The
  technician, ***** ******, was contacted on 2/19/2023 and the service call was completed
  on 3/13/2023 at 5:20 pm.According to Mr. ******’s
  notes, the seat assembly failed and there was a short somewhere in the system. To
  repair it, an upholstered seat (with a wood frame and springs), a hand wand, and
  a control box needed to be ordered. However, after the store manager consulted
  with Mr. ******, she made the decision to exchange the lift recliner due to the
  extensive service issues. It was also brought to the store’s attention that the
  customer sits in the recliner for long periods of time and tends to lean to
  that one side. On 4/6/23, the recliner was exchanged, which was within 6 months
  of the delivery date. We cannot exchange, repair, or issue a refund for the recliner due to the fact the original sale date was 10/24/2022
  and we fulfilled our one-year warranty obligation to the customer when it was exchanged.The account is
  currently past due and in a charge off status due to no payments being made after
  11/2/2023. The customer has not reached out to the credit department to
  resolve collection issues. 

• Initial Complaint

  Date:02/02/2024

  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 January 15, 2024 I purchased a microwave from Schewel’s Furniture in ******, **. At the time I purchased it, it had no box and they said it was the last one or a floor sample.
  I took it home and didnt’t use it until a friend came over and was going to try to cook two potatoes in it. The turntable kept going back and forth rather than turning correctly. I decided to return it since it was defective. I also noticed the two charcoal filters were not installed on the bottom since this was an over the range microwave.
  I called them to tell them I would be returning it since it wasn’t working properly and there were parts missing. I talked to the manager and my friend was there to help me. The manager said there would be a 5% restocking fee. My friend tried to explain thst it was defective and there were parts missing. The manager was rude and even refused to check it out. To date they haven’t done so.
  I don’t believe I should have to pay a restocking fee for something thst is defective in the first place.

  

  Business Response

  Date: 02/02/2024

  Good morning,This matter has already been addressed with the account holder. Ms. ********* was not charged a restocking fee.Please contact us at ###-###-#### if you have additional questions or concerns.Sincerely,Schewels Home

• Initial Complaint

  Date:12/19/2023

  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.

  Bedroom set purchased in August. Continued delivery of broken pieces, initial delivery was partial (not made aware upon ordering), bed frame broken within this short period from minimal use. Bed made of pine instead of wood (manufacturer issue) and keeps breaking. Asking for refund and company offers me lower price than what’s listed. I want complete refund. I’ve been sleeping on the floor while paying these people $875/month and am now having back issues.
  Order number is: ************ 

  

  Business Response

  Date: 12/20/2023

  December 20, 2023****** ********* ***** **** ** **********, ** ********* Ms. *****,RE: Better Business Bureau Complaint ********Schewels Home received your complaint from the Better Business Bureau regarding the ********, ** store andthe bedroom set you purchased on July 29, 2023.Our records indicate that the bedroom set was delivered on August 8, 2023 and the footboard and drawer werereplaced shortly after. After relocating to *******, **, you contacted the store on November 13, 2023 andadvised our warehouse that the bed broke when you attempted to move it.While we sincerely apologize that this occurred, Schewels Home will not refund your money. We stand behindour offer of allowing you return the bed and crediting your account in the amount of $875, which is the price ofthe bed. As a result, your outstanding account balance with Schewels will be satisfied.Again, we apologize that this has happened and that we are unable to meet or exceed your expectations. Ifyou wish to move forward with this offer, please contact the ******** store at ###-###-####.Sincerely,Schewels Home Corporate Office

  Customer Answer

  Date: 01/05/2024

  Hi, I was told I’d be refunded the original cost of the bed; I included a photo of the price vs what they’re saying it costs. 

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service 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.

  Hello
  
  I’ve been harassed by schewels home furniture store they keep coming to my house and bang at the door (I could see it on the ring doorbell) I haven’t move in yet. I just rented that house moving the 1st. But anyways not sure what they want. I call the company to ask why they’re coming over,they just keep saying I owed them money,but I don’t even know who they are and haven’t bought furniture from them,like never. So whoever live there before me ,I guess ,but I’m not the one they looking for. And they need to stop harassing me. I guess the next step is going to file a complaint at the police station. I don’t want this harassment when I move in with my kids. I need peace and besides I am not the one they’re looking for.

  

  Business Response

  Date: 12/15/2023

  We have spoken with this consumer and resolved the problem. 

• Initial Complaint

  Date:11/01/2023

  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.

  Message: I purchased a lift chair for my mom from the ********* showroom plus a 5 year protection plan and it will be 2 years old this December, she’s paralyzed on her right side which is why I purchased it, almost a year ago in December it broke, motor doesn’t work and a spring broke. I put in a work order with the ********* office to have it fixed, it is now almost a year and I have been in constant contact with them and the company that services them, the last time I talked to them I told them they till the end of the month to remedy this and I still don’t have a fully working chair, I also told them I would contact Bbb and the news channels to report this, their suggestion was a showroom floor and no warranty, which as I said I paid for a 5 years plan. This is very poor service and I need action and I will not be out the money for the 3 years I have left on the service plan. I will be contacting other outlets to have my situation solved.

  

  Business Response

  Date: 11/06/2023

  Good morning,The ********* store will be ordering the customer a new chair. Once it arrives, someone will contact Ms. ********* to schedule delivery. We apologize for any inconvenience this matter has caused.Sincerely,Schewels Home

  Customer Answer

  Date: 11/09/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They did call on Saturday and offered to give me a floor model and they told me they were not going to honor my five year protection plan.  If that is the best they can offer I would like a refund for the three years left on the protection plan. 
  
  Regards,
  
  ******* ********* 

  

  Business Response

  Date: 11/09/2023

  Good afternoon,The store manager contacted Ms. ********* and went over how the Furniture Care Protection (FCP) plan works. The customer and Schewels Home are now the same page. The FCP warranty is being honored and the ********* store will proceed with replacing the chair.Sincerely,Schewels Home

  Customer Answer

  Date: 11/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The ********* location was supposed to contact me once the new chair was delivered.  I have not heard from them in a while and I would like an update. Regards,
  
  ******* ********* 

  

  Business Response

  Date: 12/05/2023

  Hello,The store manager is checking the status of the customer’s order and will contact her as soon as possible with an update.Sincerely,Schewels Home

  Customer Answer

  Date: 01/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Hey just an update, schewels delivered the chair in December but after they left I realized it wasn’t properly working I called them immediately and told them and she was going to try to send someone out, I haven’t seen anyone nor have they returned 3 phone calls concerning this, thank you for your help in this matter! 

  

  Business Response

  Date: 01/31/2024

  Schewels Home has received Ms. *********** most recent BBB message. The store manager will contact the customer to set up a time to send someone out to look at the chair on February 1st or February 2nd.We sincerely apologize for any inconvenience this has caused.Thanks,Schewels Home