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

  485 E Nelson St Lexington, VA 24450-2725

  
• 

  Schewels Home

  2706 Virginia Ave Collinsville, VA 24078-2279

  
• 

  Schewels Home

  3602 Ferncliff Ave NW Roanoke, VA 24017-1412

  
• 

  Schewels Furniture Co Inc

  118 College St Oxford, NC 27565-2910

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:10/13/2023

  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.

  I purchased a couch and love seat about a month ago (paid for it) and the couch was delivered but the seams has stitches hanging out, and each recliner was warped… the cushion seams don’t match and there is a large gap between the recliners on the couch. In the process of getting it fixed, the delivery guys damaged a landscape wall and tore it down from backing over it. That has been a mess to try and get fixed. I have reached out to HR, no call backs, they would not allow their insurance on the vehicle cover the damages, they offered store credit lol, but that don’t fix it. Then offered 200 but the crew that quoted to fix it was 1500. One month has passed and now waiting their adjuster to give his thoughts. I asked when I would receive my couch for the one that’s warped or bent and the supervisor said, out of fear they can’t come on my property. I asked what that meant she said we are afraid of hurting something else on your property… I can’t make this stuff up. One lady at corporate said they wasn’t coming on my property because of a no trespassing sign that says violators would get shot, on my neighbor’s property, so now they are labeling me or discriminating based off that. I have never seen such poor business and ethics in my life. I have offered them to just take everything back and refund my money and let’s be done, but no response. If you call corporate, you get voice mails and no calls back… it may very well be they are busy juggling a mess of poor business. I’m still hoping for a resolution in the next couple weeks, I have informed them through email my next steps and this kind of business and customer service needs to be ended. If Mr. Schewel really knew how bad these people are he would flip out. Hope this helps someone not to go this route, the headache and trouble isn’t worth it!

  

  Business Response

  Date: 10/13/2023

  Good afternoon,The Schewels Home corporate office contacted Mr. ****** via email today (see attached) in regard to this matter. We are in the process of picking up the furniture and issuing a refund. A claim was filed on 9/20/2023 with the insurance carrier, per the customer’s request (see attached). This matter has been resolved.Thank you,Schewels Home

  Customer Answer

  Date: 10/17/2023

  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:09/21/2023

  Type:Delivery 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.

  When I visited the ********** store to purchase furniture, we selected the bedroom set we were wanting and they told us all of the pieces of the set would be delivered to their store within the next week and they would have it ready to be delivered to our house when we moved in. I paid $200 to Schewels on 7/15 as a deposit to order the furniture with the agreement to pay the remainder when ready to have delivered to our new home. When I called them per their instructions on 7/27 to pay the remainder owed to have the furniture delivered, in full, in the amount of $2262.66, they told me that they would only be delivering the bed at that time because the dresser, 2 nightstands, and chest were on back order. I was advised by the manager that we could take the dresser and 1 nightstand that they had on display. I agreed and he processed a $50 refund for me accepting the floor models. I have since called the store every Thursday asking for an update, to which he keeps saying he does not have one. After the 3rd call, he stated he would have an update by mid September. He has not contacted me a single time, I've had to call and ask for an update, and when he states he will call me back, he doesn't. This same furniture was advertised for their labor day sale, why advertise something that is not in stock? I am very upset that I was told it was available when I paid for it outright in July and still have not received it or even a date when I will receive it.

  

  Business Response

  Date: 09/28/2023

  Hello,Please see the attached letter in response to complaint ID ********.Sincerely,Schewels Home

  Customer Answer

  Date: 09/28/2023

  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.
  After speaking with several friends who have purchased furniture from Schewels and encountered the exact same problem,  I am not happy with the resolution they've provided.   Upon research on their sites and complaints from other customers, as well as my friends experiences, it appears that people do not receive furniture for 6 months on a regular basis,  and they are refunded 10% of their order.  This is a very small refund when compared to the time frame people are having to wait for something they were promised was available.  I do not believe that this is any way acceptable or considered fair business dealings.   If this is a common problem,  which the complaints reporting against them shows it is,  Schewels needs to do much better with monitoring their stock/supply and provide more of a discount to those who are inconvenienced by not receiving the furniture they've paid for when promised.   
  
  Regards,
  
  **** ******* 

  

  Business Response

  Date: 10/12/2023

  Dear Ms. *******,Our Operations team has checked on the status of your remaining
  items. The chest is scheduled to be delivered to our Central Distribution
  Center today and should be delivered to the ********** store on 10/17/2023.
  The nightstand is set to arrive to our distribution center on 10/26/2023 and
  should be delivered to the store on 10/31/2023.Once the ********** store receives the merchandise, they will
  inspect it to make sure it is not damaged. After the inspection is complete,
  someone from the store will contact you to set up a delivery date. We can
  deliver the merchandise to you as we get them, or at one time, whichever you
  prefer.Due to the inconvenience the delays caused; the store will also
  give you a 10% discount for customer service purposes. Again, we apologize for the frustration and inconvenience this
  has created. Our main goal is to get your furniture to you as soon as possible
  with little to no delays.Thank you for your patience.Sincerely,Schewels Home

• Initial Complaint

  Date:08/18/2023

  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.

  . I WENT TO THE STORE ON ********** **** BECAUSE I WANTED NEW BEDROOM FURNITURE, I PICKED OUT THE BED WITH MATCHING SIDE TABLES AND A QUEEN DRESSER WITH A MIRROR. WHEN IT WAS DELIVERED THE DRAWERS DID NOT CLOSE THE MIRROR WAS DAMAGED. BOTH NIGHTSTANDS WERE BROKEN. I WENT TO THE STORE AND SPOKE TO THE MANAGER ***** ONCE AGAIN HE TOLD US I'LL GET HIM TO COME OUT THIS WEEK AND LOOK TO SEE IF IT CAN BE REPAIRED. WELL, NO ONE SHOWED UP THAT WEEK SO I WENT BACK OVER ***** LOOKED MY MOM IN THE FACE AND SAID HE NEVER SAID THAT. HMM WOW CALLED US LIARS. The guy FINALLY CAME OUT TWO WEEKS AFTER THIS SO NOW it's ABOUT A MONTH 1/2 NOW HE TOLD US THIS IS ALL FACTORY DAMAGE. ANOTHER FEW WEEKS WENT BY THEY SENT THE GUYS WITH THE DRAWS WELL NOT ENOUGH DRAWS PLUS THEY DISCOVERED IT WAS PUT TOGETHER WRONG AND WAS BROKEN UNDER THE BED, SO NOW WE HAVE TO WAIT FOR A COMPLETE BED TO BE REPLACED THEY REPLACED THE MIRROR THE SIDE TABLES WE WERE LOOKING FORWARD TO THE BED ARRIVING AND THIS NIGHTMARE BE OVER. WE DID NOT HEAR ANYTHING SO I ASKED MY MOM TO PLEASE CALL TO FIND OUT WHAT WAS GOING ON ***** TOLD MY MOM HE WAS SO SORRY FOR EVERYTHING WE HAD BEEN THROUGH WITH ALL THESE ISSUES AND THAT HE WOULD COMPENSATE ME FOR EVERYTHING GOING ON I PAID 2800.00 FOR THIS SET. THE NEW BED FINALLY ARRIVED TODAY AWESOME I WAS SO EXCITED MY MOM WENT IN TO CHECK TO MAKE SURE IT WAS ALL IN WORKING ORDER 4 OUT OF THE SIX DRAWS UNDER THE BED WILL NOT CLOSE. WE WENT DIRECTLY TO THE STORE ***** WAS OUT SICK THE GIRL TALKING TO US WAS VERY NICE SHE CALLED ***** ONCE AGAIN HE CHANGED WHAT HE TOLD US NOW EITHER THEY COULD PICK SOMETHING ELSE OR BRING BACK WHAT THEY HAD WE HAVE ALREADY MADE 3 PAYMENTS ON THIS BEDROOM SET THATS RIGHT THREE MONTHS THE SALE IS OVER THE DEAL WITH ZERO FINANCING IS NO LONGER OFFERED AND IF WE RETURN THIS BROKEN NEW BED THEY CHARGE ME 311.00.

  

  Business Response

  Date: 08/24/2023

  Good afternoon,Schewels Home is working with Ms. ********* with regard to this complaint. Unfortunately, nothing can be done to make the drawers close all the way as it is a manufacturing defect. The corporate office spoke to Ms. ********* on August 22, 2023, and went over the current options to resolve this matter.  We offered:1. A full refund. There is no $311 charge, as this is not the customer’s fault.2. Full reselection. They can keep the no finance charge and the sale price is also manageable.The customer and her daughter intend to contact the ********** store or the corporate office to let us know how they would like to proceed.Sincerely,Schewels Home

• Initial Complaint

  Date:08/13/2023

  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.

  Worst product and customer service ever! I’ve been chasing your “warranty company” around for over a month. First, I’m given the wrong number to send my complaint to. Then I send in 16 images all detailing the horrible wear and the fact that the trundle broke as well as other things like a drawer! . We can’t even attempt tomove the bed as the trundle becomes a hazard. (It broke at an angle.) I’ve called three more times. Once to be told I didn’t include an image of the bed (it’s #16 and visible when the rep pulled it.) Then two more calls where my rep has been in a meeting and so is the manager when I called four hours later. I’ve been blown off!! We got tired of waiting and based on the poor, poor quality of this bed. You don’t even sell it anymore, we want a refund. I’ve purchased another bed from a more reputable company and can’t do anything with this one as I can’t get anyone who can help. It’s poor customer service when the rep all but laughs when you let him know you’re going to put the word out that you can’t get results. Sounds like this warranty was a money grab and you’re dragging your feet. Before I blast this on all my social media accounts I’d like to get resolution and an actual call back. Apparently customer service isn’t a priority with your warranty company.

  

  Business Response

  Date: 08/14/2023

  Dear Ms. ********,We sincerely apologize for the negative experience you had with the Furniture Care Protection (FCP) team. Here a Schewels Home, customer satisfaction is of the utmost importance, and we genuinely regret to hear your experience with FCP fell short of that expectation.We dug into your concerns and found that FCP denied your claim on 8/4/2023 due to accumulation and normal wear and tear. Since we aren’t able to give you a full refund, we will refund the amount you paid for the FCP warranty plus tax, which totals $84.19. The ******* store submitted the check request to our corporate office for processing. Once the check is ready, someone from the store will contact you.Once again, we apologize for any inconvenience this matter caused.Thank you for you patronage.Sincerely,Schewels HomeCustomer Service

• Initial Complaint

  Date:06/26/2023

  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.

  things wrong with it. It has metal pieces on the frame that is tearing holes in the cushions and there is a board across the back that hits your back as well as threads sticking out. Called in January and they sent someone out to take pictures. After about 2 or three weeks we had to call them. They told us that the company that made the couch went out of business. Keep in mind that we are still under shewels one year warranty. They said if you wait until April when the extended warranty kicks in (paid 200 for that) then the extended warranty company will take care of it and most likely replace the couch. Well we fell for it. What they actually did was have us wait until their one year warranty expires and it would no longer be their problem. It was so deceitful . Extended warranty acts like they don't want to help us. Shame on shewels for tricking us that way.
  And I forgot to mention that the delivery men bent our screen door when they came in. We just let that go. Wish I had complained about that now.

  

  Business Response

  Date: 06/30/2023

  Hi Ms. ******,My corporate office has forwarded me a message that you had filed a complaint with the BBB. After reviewing the notes on your account, I am showing that the company who your warranty is thru, ********* **** **********, has tried to call you a few times and has left messages.They are showing that they had called on 4/27 at 2:30pm, 5/3 at 12:15 pm and 6/26 at 4pm.We have also tried calling you from the store to follow up on 5/3 and 5/25. We wanted to let you know that *** was trying to reach you to get a claim started on your furniture.  They do call from a non-local number since they are located in different areas but to make it more convenient for you, you can reach them at the following number ###-###-####.We do want to help get your issue taken care of. I saw your email on your message so I thought I would try to reach you this way.If you should have any questions, please call the office and ask to speak with me, the store manager.Sincerely,Schewels Home

  Customer Answer

  Date: 07/18/2023

  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.
  
  Thank you, I will do that. As I  told you on the phone the company never called or left any messages. I checked my phone records just to make sure. The extended warranty company called months ago and all they wanted to do was put a cover on it and in my opinion that is not going to take care of the frame issues. TheThey also ask for more pictures but schewels had already sent a guy out to take pictures. Why does this need to be done again? Schewels should have taken care of this matter when it was still under their warranty. My disagreement with them is that they were deceptive in how they handled this. And that is exactly why I am hesitant to work with them. I am not unreasonable but I don't want a cover. I would like credit for what I have so that I can buy a better quality of furniture. I would even bring my business back to them. I was really hoping this could be resolved.  I would also like to thank you for your help, it is much appreciated. 
  
  Regards,
  
  ****** ****** 

  

  Business Response

  Date: 08/04/2023

  It is our understanding that the customer is working with the store to resolve this matter. *** reached out to Ms. ****** and the customer expressed her dissatisfaction with the condition of the furniture and the delay in getting her claim resolved. The Store Manager consulted with the Regional Supervisor, and they agreed to let Ms. ****** reselect since the manufacturer of her furniture is out of business. The store is waiting to hear from the customer on how she would like to proceed.Thank you,Schewels HomeCustomer Service Department

  Customer Answer

  Date: 08/29/2023

  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.Yes, I accept
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/14/2023

  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.

  My brother purchased a Catnapper recliner 06/09/20 from schewels **** ***** ****** ********** **. He purchased the 5 year warranty to go with it. The frame on that chair broke and schewels replaced that chair with another Catnapper on 09/10/21. My brother ****** paid for another 5 year warranty for the new chair. My brother had some health issues and then broke his hip. He had to go into a nursing home. He could not take his recliner with him. I moved it to my house in June 2022 and noticed that it was sitting crooked just like the first chair. I contacted schewels. They finally sent someone out to look at it. Yes the frame was broke on this one too. Schewels said they would have to order parts to fix it. A couple of months later when I contacted schewels again. They weren't going to honor the warranty because the chair was no longer with my brother. I'm stuck with a broke chair because couldn't take it with him!

  

  Business Response

  Date: 05/02/2023

  Thank you for reaching out to the Schewels Home corporate office concerning your brother’s Catnapper recliner. Our records indicate that our ********** store exchanged the broken chair out a couple of months ago.If you have questions or concerns regarding the new chair, please contact the ********** store at ************.Sincerely,Schewels Home Customer Service

  Customer Answer

  Date: 05/02/2023

  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:01/09/2023

  Type:Billing 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.

  Claim Id ******* We returned furniture that was damaged, received new furniture.
  Manager requested the difference which was paid in full. Told we no longer have a contract.
  A week later financial manager calls says it was done as a cash buy not as financed. They have have a contract that we did not sign or agree to. And have reported us delinquent to the credit bureau.

  

  Business Response

  Date: 01/16/2023

  *** ******* did exchange damaged living room furniture at the Schewels Home location in **********, Virginia and utilized his Furniture Care Protection warranty for this exchange. The cost of the new merchandise and the additional warranty was $720. 21 more than original merchandise. *** ******* did pay this additional sum of $720.21 on 11-29-22 when the exchange invoice was processed. At the time of the exchange, the account opened on 1-31-22 to purchase the original merchandise had a remaining balance of $2,515.43. The contract on file is the original contract dated 1-31-22.We are willing to remove any derogatory credit from his credit bureau, bring the account to current status and waive any late charges to help resolve this matter. *** ******* still owes the remaining balance of $2,515.43. 

  Customer Answer

  Date: 01/18/2023

   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.
  
  Regards,
  
  ******** *******Our Warranty should have never been used.  It was a manufacturing defect from builder. I apologize for there paper errors but we should not be punished.  We have been loyal customers for over 20 years

  

  Business Response

  Date: 01/31/2023

  The manufacturer would only exchange one piece of the merchandise under their warranty. *** ******* was unhappy with the complete set and we agreed to exchange it all using the extended warranty.  As a resolution to this complaint, we are willing to make this exchange without utilizing the extended warranty. Therefore, we would refund the cost of the new 5-year warranty ($499 + tax) that was paid by *** ******* on December 3rd and apply that amount to the account leaving an unpaid balance of $1,984.99.  The original warranty would still be valid on the new merchandise. We would also bring the account up to date and delete any delinquency from your credit file.Sincerely,Schewels Home

  Customer Answer

  Date: 02/02/2023

  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. Regards,
  
  ******** ******* Where is the refund of cost for the second piece of furniture that was taken and not credited?  Also there was no contract to sign, so how are we being charged late fees and it is on our credit report? There paper errors should not be held against us.  This furniture was over $2.000 less than the new furniture picked out. It was supposed to be even exchange per the manager with the difference paid. I believe that this is wrong and we should not even have had to go through all this process. 

  

  Business Response

  Date: 02/08/2023

  Our final offer to resolve this matter is to return the
  merchandise and give *** ******* a full refund of all monies paid on the
  original account #************* totaling $2,935.38 and the additional monies
  paid on the exchange invoice dated 11-29-22 totaling $720.21.  The total
  refund will be $3,655.59. If acceptable we will bring *** ******* a check when
  we pick up the merchandise. We will also delete the account from his credit
  file. We feel this is the only amicable resolution to this
  complaint.Sincerely,Schewels Home

  Customer Answer

  Date: 02/10/2023

   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,
  
  ******** *******