Complaints

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:03/18/2025

  Type:Sales and Advertising 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 had purchased 2 imported recliners and the padding had disappeared right away and now the boards are falling off of the recliners leg areas and the fabric has faded off basically all the way off the arms and this is all under 2 years .These were NOT WORTH the amount that has been charged .I did have a gentleman come from the store to look at everything and he was a rude as could be and very judgemental. I have called and spoke with someone but nothing has been done nor have they wanted to but they sold extremely bad furniture for a extremely high price. These recliners hurt to sit in for your back and they have NOT held up from just adults in them . My back hurts more and more with them and everyone who has sat in them have asked where did you get these ? I am extremely upset and feel taken advantage of. No less , hurting because of bad furniture. These recliners are not worth the price they overcharged for them . Plus the treatment when I called right away to tell them these are literally having the padding dissolve because its not in the chair you feel the wood in you back. And your **** hurts sitting in it. This is a sad experience , and very upsetting and to be treated with such a rude and condescending person who honestly speaks to people as though they are beneath him.The lights and buttons don't work on the chairs for the charging system also .Just a HUGE disappointment and painful one to add.

  

  Business Response

  Date: 03/26/2025

  Customer purchased (2) swivel glider recliners on 10/12/2022. Customer called us on 10/21/22 and spoke to our customer service regarding some noises. We had a service appointment scheduled for 10/25/22 and was confirmed with the customer. The day of the scheduled appointment, the customer called our service department to cancel her appointment because she was ill. We advised customer to call us once she feels better., the customer never did contact us back to reschedule.
  
  Almost a year later, on 09/19/2023 customer reached out to ** regarding a concern with the fabric and padding. We contacted the customer the same day 09/19/2023 to help address her concerns. Over the next few weeks, the customer and our service department had been in conversation regarding her concerns. There was a service appointment scheduled for 10/07/2023 which our Team leader went to the customers house to inspect the chairs. What we found was the padding was an issue in the chair backs, there was no issue with the fabric.
  
  We had an appointment scheduled for 10/18/2023 to pick up the chair backs, bring them back to our store to add padding for the customer.Customer called us that day to cancel again due to an illness. Customer said to come on 10/19/***** which customer cancelled that day as well. We again advised the customer to contact us when she felt better.
  
  Our service department had never heard back from the customer to address the padding in her chair backs. Only time we heard from customer since, was this ******************** complaint. Biltrite has tried to address her concerns on numerous dates and customer cancelled each time. The above response we are enclosing all the documentation of the interaction we have had with this customer regarding her purchase. all notes are entered into her account. to document. The consumer's comments are not stating the facts, and we have done our best to assist this consumer in a professional manner. At this point in time, we have been more than accommodating and now we are past the manufacturer's warranty.

  Customer Answer

  Date: 03/26/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ********* Risen

• Initial Complaint

  Date:09/28/2024

  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.

  I called Biltrite on June 17th and asked if they had 500 lbs capacity lift chairs. They said they did, so I went into the store to take a look. I told the salesman I was looking for a 500 lbs capacity chair. He asked if I would consider a 400 lbs capacity chair and I said no (I weighed 480!lbs at that time). He showed me a couple of chairs and I liked one of them. The sign had a handwritten capacity on it that was difficult to tell if it said 400 or 500 but the salesman said it was definitely 500. So, I proceeded to purchase it. When it was delivered, the documentation that came with the chair said it was only 350 lbs capacity which obviously wouldnt work for me. I tried working with Biltrite to find a more suitable chair but they were unable to find one. So, we went ahead with returning it for a full refund. For some reason, I only received a partial refund. The purchase price was $1,909.95, but O was only refunded $1,727.25, so I am still owed $182.70. After not receiving a response from BiltRite,

  

  Business Response

  Date: 10/01/2024

  We are truly sorry of any confusion with the purchase of this lift chair. Customer was in previously and purchased a recliner for a relative. He was impressed with the large selection of chairs. After delivery the customer was in contact with *******, our service manager regarding the weight limit. Our salesperson, in error stated that the particular chair he chose, had a weight limit of 500 lbs. to handle his weight. The tagging on the chair stated differently. ******* contacted the factory regarding this. After multiple conversations, it was determined the correct weight limit was 400 lbs. The factory assured us that the chair could still support his weight. To alleviate the customer's concerns, ******* worked out a special deal with the factory, just for this customer. This would extend the warranty from 3 years to 5 years, with some minor stipulations. The customer was not satisfied, Though, we do our sales as final sales, we decided to let the customer return the chair. ******* asked him if he could return the chair to our store, or there would be a delivery charge to pick up the chair from his home. Customer chose the delivery option. We refunded him the value of the chair less the delivery charge., a charge the customer was aware of. 

  Customer also disputed this charge to his credit card company, which was denied, based upon the same information provided here.

  Customer Answer

  Date: 10/01/2024

  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.
  
  Contrary to what they stated the price sticker did not clearly show the weight capacity. As you can see in the attached photo, it is unclear whether it says 400 or 500. I asked the salesperson about this and he double-checked and said it was definitely 500. When I received the chair, the tag on the chair says 350, so both of those numbers are inaccurate. As far as the extended warranty, there would be a $100 trip charge per incident. Even though BiltRite was trying to assure me that everything would be fine, they werent willing to waive that fee. Also, Ive attached the email thread with *******. As you can see there was never any mention of me paying a delivery fee. Obviously I wouldnt agree to paying fees because of an error on their part. 
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 10/11/2024

  There is no record of an email. there was a phone conversation with *******, our service manager.

  See below for the details of the conversation. This was also gone over again after the refund was issued to the consumer's credit card.

  The conversation that the customer had with our service department on July 15th, 2024, states that we offered to pick up the customers chair on Wednesday July 17th and once the chair was returned, we would issue a refund for the chair. The chair was picked up on July17th, 2024 and the return was processed for the merchandise on July 22nd. The original delivery fee is not a refundable transaction. We did not charge to pick up the customers chair from his home to be returned to our store. 

  Customer Answer

  Date: 10/11/2024

  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.
  
  It was via email, and there was no mention of me paying for delivery of the incorrect chair. ******* has the same emails that I do. But a copy is attached. 
  Regards,
  
  **** ********

  

  Business Response

  Date: 10/22/2024

  we do acknowledge that there was an email, but this was after the conversation was had between ******* and the consumer.. We attempted to have a resolution, but it was decided to let Mr. ******** return the chair for a credit. If he needed to have us pick up the chair, vs. returning the chair to our store by his own means,there would be a delivery charge for the service provided.

  Delivery charges are not a refundable transaction. In the end, in good faith we did not charge him for the second delivery to pick up his chair. We refunded Mr. ******** the value of the merchandise only. ******* did explain this to Mr.Harvieux  by a phone conversation, when he questioned the amount that was credited to his credit card.

  Customer Answer

  Date: 10/23/2024

  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.
  
  I have already provided all the documentation that the item was not what they advertised as well as documentation that they agreed to the refund. They are now inventing a story that I agreed to pay for their mistake over the phone. They have no proof of this because it never happened. 
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 11/01/2024

  As stated previously, we acknowledge that there was an error in the tagging, but the manufacturer was contacted to correct that the chair would work for the customer. They offered a special warranty if there was an issue, but transportation would not be covered down the road if needed. We are repeating the same fact that we could not come to a resolution. The consumer had several conversations with our service department, or the return of the chair would have never happened.

  to put an end to the back and forth and restating the facts, we are willing to settle at sending the consumer a check in the amount of $100. which represents about 1/2 of the amount in question.

  Customer Answer

  Date: 11/10/2024

  [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 while I am still dissatisfied , this is as good as it will likely get  

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

  
  

• Initial Complaint

  Date:04/04/2024

  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.

  I purchased a lift chair one day prior to having hip replacement surgery. They delivered the lift chair during my hospital and rehabilitation stay which was two weeks. During my rehab process my surgeon and the physical therapist told me that the lift chair was inappropriate for the rehabilitation of my hip. An instructed me not to use a lift chair but to use any of the furniture that I already have in my home because its normal chairs, sofas, etc. which are going to help activate and restore normal function after having a total hip replacement. I contacted built right furniture and relayed my circumstance, and asked that they pick up the lift chair which no one has sat in because I have been in the hospital for two weeks. They told me they had a non-return policy and that they would under no circumstances be returning the chair. I told them that Id be willing to exchange the chair for a brand new sofa which was an additional $1500 and pay for extra delivery and pick up charges . Since I could not use the lift chair due to my doctors orders, the Director of built ****** furniture whose name is **** told me that I had signed and acknowledged no refund policy built ****** furniture has. I told her that no one had ever explained anything like that to me, or I wouldve never been a customer and purchased anything at the store . She said well it was in the paperwork you signed when you handed over your credit card. I am asking for a built right to consider my case and exception, and to keep me as a customer rather than the alternative. In the meantime, I have filed a dispute with my credit card company. **** confidently stated that BILTRITE will win the dispute in the end.

  

  Business Response

  Date: 04/04/2024

  There has been conversation with the consumer to reach a resolution regarding this purchase. Please reach out to the consumer for confirmation so the case can be closed.

  Customer Answer

  Date: 04/04/2024

  [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:05/22/2023

  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.

  On Monday 5/15/23 I purchased a new dining set from Biltrite Furniture. When I asked the salesperson where the set was made, he turned the chair upside down and looked at a label,he said it was made in ********. I made the $1.200.00 purchase. Delivery was accepted on Thursday 5/18/23. On Saturday evening I turned a chair upside down to read the same label and discovered an ominous WARNING about exposure to certain chemicals. I became upset, since my wife and I both have health conditions, I am very disappointed that the salesperson did not read this part of the label to me, and if I had been informed, it would have made a difference in my decision to purchase.On Monday 5/22/23 I phoned Biltrite, who simply said "all furniture has that warning" like I should have known this. When I informed him I had opened a dispute with my credit card company, his only resolution was to turn the matter over to "accounting".

  

  Business Response

  Date: 05/26/2023

  We have reviewed Mr ****** complaint. Every piece of merchandise, furniture, sofas, bed frame , anything made of wood, that is imported from overseas and is received by Customs in the port of ********** is required to have all labels showing Country of origin and any other information that is deemed necessary. This is NOT regulated by BILTRITE in any way and if a customers would turn over any import product that we sell,  they will see this label. We reached out to one of our manufacturers who supplies many retail stores with their product and he stated "********** requires these labels on ALL wood Products. When wooden furniture is made, there tends to be some wood dust during production. Wood dust can be dangerous and it doesn't matter that it is really only a problem if you regularly inhale the levels of wood dust that sawmill workers are exposed to. Even though furniture is wiped down it might still contain wood dust and is required to have the label. The set your customer has has been fully wiped down, fully finished and sealed. There is NO legitimate risk of harm but Winners must still place the labels on all wood products to be compliant to ********** law." 

  Customer Answer

  Date: 05/30/2023

  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.
  
  [Please type your response here.]  The business response is just a more detailed explanation of the label on the furniture.  This is a business I trusted from their advertising of being a "family oriented" business.  I am disappointed that they failed to DISCLOSE to me that this label was on the furniture.  I feel I would have made my decision to purchase differently as my life partner and I both have health issues. 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 06/07/2023

  We had a conversation with ********************* this afternoon. We tried to have a rational conversation with him and explain the ********** law of labeling product that is coming into our country from overseas. This labelling is mandatory and does not designate that there is any issue with the product. Mr. ****** does want to hear any of it. He claims that he told us that he has health issues and the product is giving off an odor in his home. When we asked if he told our salesperson, he could not recall. Our computer records show we have sold over 150 sets, since the set was brought out by the vendor back in 2011, with no issues.   His last dining set was purchased 13 years ago. When I asked where that one was produced, he did remember *******. There were even more chemicals coming from there at that time, but again, Mr. ****** agrees to disagree.

  We still stand by the fact that we disclose everything to our customers. We will be making an exception to our store policies and picking up the dining set on Friday and refunding him his monies. This should put an end to this complaint and should be considered resolved.