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BBB Accredited Business since
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Furniture.Com, Inc. provides internet based applications for retail furniture stores. This company is not affiliated with Furniture.com located in Framingham, MA.
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A BBB Accredited Business since
BBB has determined that Furniture.Com, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Furniture.Com, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMr. Miguel Contessi, Controller Mr. Robert Klocek, Customer Support Supervisor Mr. Carl Prindle, President
Number of Employees
FURNITURE DEALERS-RETAIL Furniture Stores (NAICS: 442110)
Alternate Business NamesFurniture.Com
Industry TipsBuying Furniture Finding a Reliable Furniture Store - 5 Tips - Video
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
580 Harrison Avenue
Boston, MA 02118 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (617) 275-7200(Phone)
- (866) 885-0707 (Fax)
Additional Email Addresses
- - eQuote
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: My initial order is ********* and it has been a nightmare since I place the order. After my original delivery was delayed an extra month, I decided to wait only to receive multiple damaged items. I called the company and they sent some replacement furniture which was also defective and then sent more defective furniture to replace the original defective furniture. Finally, after 3 attempted deliveries of defective furniture they sent a tech out to repair some of the stuck drawers. He fixed some of them but the rest still do not work correct and my chest is still cracked. After speaking with****** in customer service I was told I would receive an extra 5% back off my original purchase price plus the delivery fee to keep the furniture as is. He verified with his manager and I was told in a few days I would see the money, no later than 1/8/14. I called ****** on 1/14 and he told me they can’t do the refund anymore after making the promise.
Desired Settlement: My initial order is ********* and it has been a nightmare since I place the order. After my original delivery was delayed an extra month, I decided to wait only to receive multiple damaged items. I called the company and they sent some replacement furniture which was also defective and then sent more defective furniture to replace the original defective furniture. Finally, after 3 attempted deliveries of defective furniture they sent a tech out to repair some of the stuck drawers. He fixed some of them but the rest still do not work correct and my chest is still cracked. After speaking with ****** in customer service I was told I would receive an extra 5% back off my original purchase price plus the delivery fee to keep the furniture as is. He verified with his manager and I was told in a few days I would see the money, no later than 1/8/14. I called ****** on 1/14 and he told me they can’t do the refund anymore after making the promise. I want to receive what I was promised, a 5% discount plus shipping charges by ******. The total return amount should be over $200.
Business Response: Customer is correct about delays of delivery with a total delay of three weeks from original promised date. What customer failed to mention was we had already processed a 10% credit issued back on December 9th due to inconvenience. When he called again to mention issues were still happening with the items, our rep was not aware at that time customer had already received that extra credit and offered a credit to the customer. When the second credit was requested and found out that customer had already been issued a credit due to inconvenience, the new request for credit was not processed. After a new conversation with customer with our rep, the rep explained we could not process that additional credit and he had the option to return the merchandise which he refused to do. At this point we could offer the customer an additioanl 5% credit of the merchandise for a total of $104.12 plus its tax portion.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.
Business Response: Mr. ******** called back and spoke to Customer Care. After the follow-up conversation we have processed a credit for $222.49, this was processed back to Mr. ********’s credit card on 1/27/2014
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.