Complaints

This profile includes complaints for WG & R Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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WG & R Furniture Company has 10 locations, listed below.

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  WG & R Furniture Company

  3810 W Wisconsin Ave Grand Chute, WI 54914-6512

• 

  WG & R Furniture Company

  3640 Greenwing Dr Sheboygan, WI 53081-6440

• 

  WG & R Furniture Company

  615 N Rolling Meadows Dr Fond Du Lac, WI 54937-9803

• 

  WG & R Furniture Company

  4618 Woodland Dr Q Two Rivers, WI 54241-9677

• 

  WG & R Furniture Company

  50 N Main St Fond Du Lac, WI 54935-3420

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:01/17/2025

  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 purchased 2 recliners from this store. One was purchased off the floor items and the other matching chair was purchased off the clearance section. I returned the one chair because the chair from the clearance section isnt fully functional as the recliner doesnt stay up when in the reclined position. I have tried to resolved this issue and they refuse to let me return this item as they say it was as is They are selling furniture that isnt functional and they claim its my fault because I didnt sit in the recliner. Ive requested to return the chair and they refuse to allow me to return the chair for a refund

  Business Response

  Date: 01/17/2025

  Dear ********,

  
  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify our policies and the resolution options available.

  
  At the time of purchase, you acknowledged by your signature that items purchased from our clearance center are sold "as is" and are not eligible for return, as stated in our policy. This policy was reiterated during your recent communication with our Sales Manager, ***.

  
  However, we recognize the importance of addressing your concerns. As the issue with the recliner was reported within 15 days of purchase, our company policy allows us to provide support for items not covered by a manufacturer's warranty during this period. Specifically, we are able to inspect the furniture, order necessary parts, and repair the item at no cost to you. This option was explained to you during your conversation with our **************** Coordinator, Dakota.

  
  While we are unable to offer a return or refund, we remain committed to assisting you through the repair process, should you choose to proceed. Please let us know if you would like to move forward with this resolution.

  
  Thank you for your understanding.
  

  Best regards,
  ****** ********

• Initial Complaint

  Date:10/21/2024

  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.

  I bought a mattress which was delivered on Oct. 8, 2024. The mattress was sagging in the middle by Oct. 11, 2024. I went to the store on Oct. 14th told them the problem and wanted my money back. They said they would have to send an inspection team out which they did on the 17th. The inspection team said the mattress was bad. I have gotten the run around since. Every time I call (which is daily) I am told I will just have to wait. They have to check with the manufacturer. I have said I bought it from WG&R not the manufacturer. They can keep the mattress in their warehouse and deal with the manufacturer. I want the mattress picked up and my money back. They don't care but I want the mattress gone and my money back.

  Business Response

  Date: 10/25/2024

  Hi *****, 

  Thank you for providing this information and for taking the time to speak with me earlier today. 

  As we discussed, the issue with your mattress stems from a non-supportive frame and the absence of a foundation, as specified in the manufacturer's warranty. Despite the mattress damage being outside of warranty terms, the manufacturer has offered a credit for the return of this product. 

  The mattress will be picked up from your home on Tuesday, November 5th. I've submitted a request for a time window based on the availability you provided. 

  Once the mattress has been returned, our Finance team will begin processing your refund of $617.39, which reflects the total sale amount minus the delivery fee for the completed service. The refund will be credited to the card on file and should appear on your statement within 5-7 business days. 

  If you have any further questions or need additional assistance, please don't hesitate to reach out to me directly. 

   

  Thank you, 

  ****** ********

• Initial Complaint

  Date:09/16/2024

  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 went to the store to buy a mattress only. They make you buy both sets and $100 mattress cover. So I did that I have a 20 year guarantee on it I weigh 120 lbs. The mattress has sunk down where I sleep. I called them they will send someone to your house to check on it for almost $200 which they didn't mention at the time of the sale. Seems like a scam the store runs.

  Business Response

  Date: 09/19/2024

  Hi ******,
  
  Thank you for reaching out and sharing your concerns regarding your previous purchase. I'd like to clarify a few points for your understanding.
  
  First, we do not require customers to purchase the foundation or mattress protector in order to buy a mattress. However, we do strongly recommend these items. A matching foundation is necessary to maintain the 20-year warranty, as is standard across most mattress manufacturers, and this is indicated on the mattress law tag. While the mattress protector is not required, we suggest it for customers who may wish to return the mattress or utilize our 125-night sleep guarantee.
  
  Regarding your concerns about labor costs, the mattress warranty includes one year of labor to cover any potential manufacturing defects. After the first year, labor charges are the customer's responsibility. This information is outlined in the Terms of Sale, which were provided on the back of your invoice at the time of purchase. For your convenience, I've attached a copy of these terms for your review.
  
  Upon reviewing your service order from February, I identified communication between you and our service coordinators. One of our representatives provided instructions for conducting a self-inspection of the mattress, which was emailed to you at the address provided. A few days later, you submitted an online chat request where another representative once again informed you of the $129.00 delivery fee to have our team complete the inspection for you. Since the labor warranty had already expired, any inspection conducted by our team would be subject to a labor fee.
  
  We continue to offer the option for customers to conduct their own inspection or, if preferred, to pay a service fee for our team to perform the inspection and file the claim on your behalf.
  
  Thank you again for sharing your concerns. If you have any further questions or concerns, please don't hesitate to reach out.
  

  
  Thank you,
  ****** ********

• Initial Complaint

  Date:08/08/2024

  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.

  In April of 2024 we purchased a couch set to be delivered, upon delivery the two individuals failed to put both couches into my house with out damaging my house.The couch was forcibly pushed through my front door causing damage to the storm door and front door frame causing it to not close properly. The proceeded to push the couch into my drywall inside the door causing damage to the wall. When my wife stopped them from doing any further damage there they went to my sliding glass door and pushed the couch through that door causing deep gouges on the door frame and warping that door frame as well, neither the front door or sliding door close correctly at this time.We have contacted them multiple times about the issue and they have sent a dozen different contracters to look at it but as of this morning August 8th they have to do anything. When i pressed about seeking a lawsuit they called and said there insurance would contact me within a week and go from there. That was two weeks ago.As of yet they have not done anything other then give me false answers and false promises to fix my house for the damage they caused. I will not recommend this company to anyone, anywhere with this type of customer service. The only positive thing they did was replace the couch which was severely damaged on the bottom of it.

  Business Response

  Date: 08/08/2024

  ******,
  
  Thank you for sharing your concerns. We sincerely apologize for the inconvenience you have experienced. We take all customer feedback seriously and appreciate the opportunity to address this matter.
  
  From the beginning, we have made every effort to address the damages you reported. On the day of damage reporting, we were informed simply of home damage, which we promptly assigned to our home interior contractor. However, during a follow-up visit by our contractor on April 29th, 2024, additional concerns regarding damage to your doors were noted.
  
  Understanding the seriousness of the situation, we promptly engaged another contractor to assess the door damage. After a thorough inspection, we received their report on July 2nd, 2024, and based on their findings, we offered a settlement to address the damage.
  
  We acknowledge that you reached out to us expressing your dissatisfaction with the settlement amount offered as well as your intent to seek legal counsel. Given the extent of the reported damages and the potential costs involved, we felt it was necessary to escalate the matter to our insurance company, Acuity, for further review. We then informed you that this process could take some time, as our insurance provider needed to collect and evaluate all relevant information from our team.
  
  When you contacted our **************** team again this morning, stating that we were continuing to prolong this situation, our representative provided you with your claim number and advised you to contact Acuity directly for updates.She also explained that we do not have control over the length of time their claims process may take. You informed us that you would be contacting them and thanked us for our prompt response. We understand the importance of timely communication, and we appreciate your patience during this process.
  
  We want to assure you that we are not attempting to delay the resolution of this issue. We are committed to working with Acuity to ensure that your concerns are addressed appropriately.Unfortunately, certain steps, such as insurance investigations, can take time,but they are necessary to ensure a fair and comprehensive resolution.
  
  We regret that you have felt the need to escalate this to the BBB, but we remain dedicated to resolving the issue to your satisfaction by working with our insurance team. Please do not hesitate to reach out to Acuity directly if you have any further questions or concerns.
  

  
  Thank you,
  *****************************

• Initial Complaint

  Date:09/08/2023

  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 bought a kitchen table, 6 chairs and bench set from WG&R in late summer 2021 along with the extended warranty. When we got the table one of the clasps that holds up the side sections of the table leaf did not work which left that part hanging down. WG&R came out and fixed it then. That same clasp has failed again. I filed a claim under the extended warranty and sent in pictures as requested. The messaged me back stating they had ordered the parts and would contact me when they came in. Weeks later I received a text message stating the part was in and to contact them to schedule an appointment. I texted back a date and did not get a response. I then called and was told it would cost $70 for a service person to come out. I requested to speak to a supervisor but was told none were available and I would receive a call back. No one called back. After that I received another text to schedule an appointment and was told I would need to pay $36.93. I bought the extended warranty in good faith and would like the second failed clasp fixed under it. I was told the warranty only covered certain damages. If I ripped a hole in the seat it would be covered but not the repeatedly failed part I have.

  Business Response

  Date: 09/11/2023

  Hi **** and *******, 

  Thank you for providing us with your feedback and sharing your concerns regarding your recent experience with our **************** team. I would like to express my apologies for any inconvenience you may have encountered.
  
  Upon reviewing the details of your case, I noticed that the initial hardware replacement took place in November 2021, within the first two months of your ownership. This replacement was covered by the manufacturer's limited one-year warranty, which is standard for our products. It's important to note that the protection plan you purchased through Protect All specifically excludes coverage for the hardware on the table, as clarified by our **************** Coordinators.
  
  However, I understand that there was a request made for a policy exception with our Repair Supervisor, and he agreed to split the labor costs, resulting in the $36.93 fee that was discussed in a previous text conversation. I acknowledge your dissatisfaction with this resolution, especially since the cost was not disclosed upfront when we initially scheduled the repair.
  
  In light of your concerns, I would like to offer to waive the remaining $36.93 fee, allowing ************** to proceed with the installation on your table at no additional cost to you. I believe this to be a fair solution that addresses your concerns, and I am committed to ensuring your satisfaction.
  
  Please let me know if you agree with this proposed resolution and if you are ready to proceed with the installation. Your feedback is important to us, and we are dedicated to providing you with the best possible service moving forward.

   

  Thank you, 

  *****************************

   

  Customer Answer

  Date: 09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  Thank you. I appreciate your understanding and quick resolution. I look forward to shopping at WG&R in the future.
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:07/19/2023

  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.

  My Aunt, *************************** passed away in October 2022. Her mail was forwarded to my address after her passing. I received numerous mailings from WG&R. On April 12th I called them and informed them of her passing and asked that her name be removed from future mailings. I was informed it would be taken care of. On May 4th I went into the ******** store and spoke with *****. I informed her of the situation and she said she would forward the information to the Marketing Team and remove **** from future lists. On July 19th I received another mailing and decided 3 months was long enough before her name was removed. Other businesses I contacted removed her name immediately I never received a second mailing from any one else.

  Business Response

  Date: 07/20/2023

  Hello *******, 

  I am so sorry for your loss and to hear this has been a consistent issue for you. I have reviewed the information provided with our Marketing Director and was able to confirm that both customer accounts under ******* and **** have been permanently removed from our mailing lists as of today's date. The initial requests were received by our Marketing team, however a typo in the address in the requests had allowed the wrong address to be added to the Do Not Mail list. The previous address was submitted as **** Ave rather than Bent Ave. I sincerely apologize for our mistake and assure you that you will not be receiving further communications. Please allow 30 days for this request to be fully processed as our printing company may already have mailers in production with the address attached. Please let me know if there is any additional assistance I can provide to you.

   

  Thank you, 

  *****************************

• Initial Complaint

  Date:02/28/2023

  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.

  We purchased a new WG&R mattress 2yrs ago. At the time of purchase the foundation purchase was optional and we chose to keep our foundation from our previous bed. After 1.5 yrs it started to sag where you lay. We filled out the warranty claim form and we were notified that it was rejected due to the age of the foundation. We asked for a technical reason why it was rejected and non was given. We informed customer service that the foundation was solid wood with no broke or loose joints and challenge their rejection due to age. If this is their policy they need to inform customer of this at time of purchase. You can currently purchase a new WG&R bed instore or online, which is advertised with a 15yr warranty, and there is no notification of requiring a few foundation when you choose not to purchase one.

  Business Response

  Date: 03/27/2023

  Hi ****, 

  I have attempted to contact you via phone to discuss resolution on your mattress warranty experience. I would like to follow up with you when you have a chance. I am available Monday through Friday at **************. 

   

  Thank you, 

  *****************************

  Customer Answer

  Date: 03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:10/12/2022

  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.

  Purchase date Dec 23 2021 Received our kitchen table April 16th 2022 Paid around $1000 for it. We also purchased the extra protection for the table. We were told it would cover any marks, burns, scratches etc. Seemed like a great idea. A short time after receiving the table we noticed marks in the finish. I contacted the store and was told to take pictures to send into the insurance company. We were told by them that since more than one area shows problems it is not covered. The plan only covered one thing at a time. We were not told that upon buying the extra protection. WG&R checked with the manufacturer and thought they might help. They also said no. A repair person from WG&R also looked at the table and stated there is something wrong with the finish. Can't really be fixed. The solution was to offer us a 30% coupon for a future purchase. Why would I buy from them again if they don't stand by there products? Also that coupon is sent to people for holiday sales. Nothing special about it at all. So here we sit with a table that looks bad and no way to fix it. The table was in our house 4 months when we started this process. I wanted to return the table. They will not take it.

  Business Response

  Date: 10/20/2022

  Hi ********, 

   

  We apologize that you feel you were misled on the purchase of the *** protection plan. As we discussed previously, a credit was put on the account for the total amount of your *** policy purchased. I have since asked our finance coordinator for the corresponding store to move forward with a refund check of this amount to the home address listed on your account. As explained within the *** paperwork that was provided to you at the time of purchase, accumulation is not covered by *** as all items must be reported within 30 days of the incident occurring with an explanation as to when and how the damage had occurred. As there were multiple heat marks and scratches within the surface, *** had denied our claim and stated this would be considered accumulation. Our technician did feel apologetic for your situation and asked if there was an opportunity to submit this to the manufacturer for a credit and unfortunately this was denied as it is considered customer facing damage and not a defect of their product and finish. As the damage is outside of our control and you have exceeded the 14 day return policy, we are unable to accept a return of this item. As previously mentioned, we are happy to provide you with a voucher for 30% off of your purchase. This is the largest discount we offer as a company, and a sale that doesn't happen often outside of our VIP sales. 

  I have attached a copy of the *** paperwork that was provided to you at the time of sale. Please let us know if you have any further questions. 

   

  Thank you,

  *****************************

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  As stated, the manufacturer and seller did not stand behind their product and warranty.  There are two sides to every transaction.  In this case the **** accepted full payment for the table from the me.  I have an expectation that the product will last more than a few months and to further protect myself insurance was purchased.

  Resolution can come in two ways.  A full refund of the purchase price of the table and the insurance, or a replacement table of equal value.
  

  Regards,
  
  *************************

  Business Response

  Date: 11/10/2022

  Hi ********, 
  
  As previously discussed, the damage that has occurred to the table is out of the manufacturer's warranty scope as this is customer damage and not due to a defect. The manufacturer warranty protects the customer from defects that appear within 365 days of the purchase date. As this is due to heat marks caused by an item placed on the table, this is not considered a defect and is considered customer facing damage. GBS ********** Services has denied the claim as there are multiple areas of damage, per the Terms and Conditions of their policy, accumulation is considered an exception to the policy as all isolated incidents must be reported to GBS within 30 days. As there was no isolated incident reported, the claim has been denied. 

   

  Product returns per our terms of sale must be returned in new condition, this was explained to you at the time of sale and is listed on the backside of your receipt. Due to the damages of the table, we are unable to accept the return. We had previously offered you a refund of the protection plan, which was finalized on September 26th. Please let us know if you have any further questions. 

   

  Thank you,

  *****************************

• Initial Complaint

  Date:09/21/2022

  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'm trying to file a complaint against WG&R. I have purchased 3 recliners from them.The 1st recliner broke within a year I couldn't do anything about that one because it was past a year. The 2nd recliner broke within 7 months. I was able to get it replaced with the 3rd recliner. The service representative that I spoke with told me that I could either wait for them to fix the 2nd or I could go in and look and see if I could find a different one. I went into the store and I found the 3rd recliner that I currently have and they told me to take out a warranty on recliner and told me that everything would be covered under the warranty. I paid the extra amount in the warranty so that if the chair did break down I didn't have to pay anything out of pocket. This is what I was told when I purchased the warranty. Now the 3rd recliner that I currently have is broke down and now they're telling me I have to pay out of pocket to fix it. They're telling me that it's not in the warranty to cover what is wrong with my chair. I felt if I took out the warranty that I wouldn't have to pay for any repairs that is what I was informed Why would I take out the warranty if the recliner wasn't going to be covered for repairs? I have contacted customer service and told them the same thing. They told me unfortunately there's nothing that they can do for me. I did write a review under their website no one has gotten back to me. I've also submitted an email to contact *********************** the *** so that I can speak with him regarding my situation. I received no calls or no contact with anyone from WG&R. I told them I am done shopping at their store I will no longer step foot in their store and I will no longer have anything to do with them. I just want my chair fixed or a replacement.

  Business Response

  Date: 09/21/2022

  Hello ****, 

   

  I've reviewed your complaint as well as your customer account. The original chair purchased in 2015 has no issues reported to WG&R Furniture. The second chair was purchased and had frame damage to the seat frame. As we discussed at that time, you were presented the options to proceed with repairs, an even exchange, or to reselect into another model. At the time, you opted to reselect into another style. As this chair is now outside the one-year manufacturer warranty for labor, you are responsible for all costs associated to damages outside of the protection policy you had purchased. Based on the photos submitted to our customer service team, this is damage to the seat frame. The *** protection plan protects against accidental damages caused by an isolated incident within 30 days. As this is frame damage and considered normal wear over time, this is not a covered item per the *** brochure and terms and conditions provided to you at the time of sale. Based on the photos provided, we are only able to determine the frame damage to the seat frame. As this is excluded, we are unable to file a claim on your behalf to the protection agency and labor charges would come at a customer facing cost. If you can provide us with additional photos that show damages that would be covered by the protection plan, we would be happy to proceed with filing a claim on your behalf to have the inspection covered under the policy. At this time, the damages shown to us do not qualify for a claim and the inspection needed to determine all necessary frame repairs does come at a customer facing cost. 

   

  Thank you,

  *****************************

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The recliner I have is only a year old. I feel it should not have broken down the way it has within a year's time. When you sit in a chair it sinks almost to the floor. I personally think that there is something wrong with the springs in the chair as well. I feel I shouldn't have to pay for repairs when the chair is just a little over a year old. The customer service agent that helped me with this recliner told me straight out that I would not have have to pay for any repairs if I took out the warranty. I was misinformed and mislead with the warranty. There wasn't any agent that sat there and explained the warranty. I feel it was unfair to me to purchase the warranty if there was not going to be any help in paying for a broken chair.

  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/27/2022

  Hi ****, 

   

  The warranty provided by the manufacturer ********** is labor covered for 365 days from the date of delivery, this is the manufacturer's one year warranty provided on all new items. The chair was delivered on July 21st, 2021 and the issue was reported on August 23rd, 2022; 33 days outside of the manufacturer warranty. As previously discussed, we do feel there is an issue with the seat frame being broken which would cause the feelings that you have outlined in your complaint. We've asked for the inspection as we would like to be certain of the damages and provide you with an accurate quote on labor before ordering the necessary parts. As shown in the attachment directly from the ******** website, all of their merchandise is only provided with a 365 day warranty on labor; anything outside of this would come at a customer facing cost. As discussed in my previous response, frame damage is not covered by the protection plan purchased at the time of the sale. This is outlined in the Terms and Conditions that was provided to you as well as the brochure from GBS Enterprises. If you feel you were wrongfully sold the plan, I would be happy to provide you with a refund of the policy. However, as we have discussed the one-year manufacturer warranty was clearly outlined and all labor charges needed for the repair would come at a customer facing cost. 

   

  Thank you,

  *****************************

  Customer Answer

  Date: 10/06/2022

  I am extremely unhappy with the fact I would have to pay for repairs. I will accept a warranty refund but I will never step foot in your store again as long as I live. I would never recommend anyone I know to purchase furniture at your store either. You have permanently lost me as a customer.

   
  
  **********************:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/02/2022

  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 bought a WG&R factory direct mattress in January 2020. It has a 15 year warranty. It is an Elite Plush mattress. Four months ago I started noticing how soft it was getting, very uncomfortable and a bulge was in the center of the mattress. It is a hybrid and sold with an adjustable base. It was on an adjustable base in the store. I have so much pain in my hips and back that I called them and did what they said with the measurements for the warranty. And pictures. I should have called once the problem started but I finally did 2 weeks ago. I am seeing a chiropractor and taking aleve. I still don't have any relief. This mattress cost $1200. It should not have this problem. They denied my request saying since the problem is comfort the warranty does not apply. But the interesting statement she (***) made was that plush mattresses are notorious for bunching up. When I asked her how would I know that she said you have to ask the right questions of the sales rep. **** how would I know that since I never had a hybrid mattress before and an adjustable base. She then said she doesn't know what the reps say. My chiropractor said why would they continue to sell the mattress if it is notorious for bunching up? And I sure agree with that question. I don't know what to do and am very disappointed in my purchase and the outcome. Can you help me?I have pictures but they are on my phone and tablet and I am on the computer so I would have to send them separately.

  Business Response

  Date: 09/09/2022

  Hi *******, 

   

  I have reviewed the call recording and will be reaching out to provide you with resolution to your experienced issue. I would like to offer you a reselect into another mattress style, I will be calling you momentarily to discuss further. 

   

   

  Thank you,

  *****************************

  Customer Answer

  Date: 09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************