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Consumer Complaints

BBB Accredited Business since 06/15/2006

Terrell Brothers Furniture, LLC

Phone: (318) 357-2350

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
02/18/2014Problems with Product / Service | Read Complaint Details
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Complaint
I went to check on a piece of furniture,that was paid for in full and i did't recieve.They did't notify me about not having it,i had to call contact them.(******* Brothers)I went in the store friday ***.23,2014 and the owner told me to "wait on it,are just don't worry about it,and to get out of his store,He did not want to do business with me!" So i told him to call the police.The Police advised to report him to the BBB,cause he refused to give me a refund.
Order_Number: #XXXXX

Desired Settlement
****** Because thats the prize of the piece i'm missing from another store.

Business Response /* ****** 5, *********** */
Ms. ****** ******** purchased a sectional and ottoman on 90 day Lay A Way plan back on **** **** ***** We were not able to get into contact with her by the phone number she left nor the address, when the piece had come in. When she came in at the end of ******* to make a payment and inquire about it, we informed her the ** days had past but we would be nice and reorder it for her. The sectional came in before the ottoman because the ottoman was on back order. We informed her of this and she picked up the sectional. She came into the store in mid to late ******* to inquire on how much longer for the ottoman and we again informed her of it being on back order. She asked for a refund on the ottoman and when informed that we could not do a refund, she started cursing and using vulgar language in the store. She was asked to leave and would be called when the ottoman arrived at the store. The ottoman should be arriving within a week to ** days as of ******** **** *****

11/18/2013Problems with Product / Service | Read Complaint Details
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Complaint
Unprofessional behavior
On **** ** **** at approximately **** pm, I entered into *******'s Furniture at *** ***** ******* and as I entered I heard and seen he and a man behind the counter in a red shirt having a dispute. I assume this man is a supervisor because ******* is the owner. As I approached the counter the man in the red shirt got quiet and walked toward the right of the counter, ******* walked towards the left, leaving no one at the window to wait on me. As I waited to see which was was going to asst. me ******* walked to the counter and just stood at me and didn't say anything with a very unpleasant look on his face. I said, well hello and he left and went to the left of the counter and pick up a receipt book. I said I didn't come to make a payment, I come in regards of a repair in which I have been trying to get resolved for over two months now. The man in the red shirt asked me what was it about and I walked to the floor to show him my dining room set ans hsowed him how the back part of the chair was broken by me moving the chair to mop and it hit the floor and broke. I also told him how my recliner snap back out of place again after they came out in ********* and fixed it. This man told me to bring it in and they will fix it. I asked in what? He said my vehicle. i said sir I am in a mustang and I can not put theses items in my car, he then said don't you have a trunk? I said to him, "Do I look like a fool to you, do you really expect me to put a recliner and a chair in my car? ******* standing behind the counter a long ways from us, asked me my name? I asked why as if he was going to make the matter better, I gave him my name and h asked who is it financed through and I told him Tower Loan. He said as he grabbed the phone I will call them and tell them they need to fix it. I said they have been telling me to tell you. He said well then I will just tell her that you refused to pay it and they can just sue you then. I stood and waited until he was finished speaking to ***** ****** the manager at Tower Loan and lsitened to him lied and tol her that I said I am not goint ot pay on it and he told her to file a suit. When he was done, I told him you no, I got a lawyer too don't you ever thinmk that you are the only one who can afford a lawyer, when you know you are wrong, this furniture was purcahsed on *** *** **** and you told me I had ** months of a warranty. He said well its your attitude, I said, Man you had an attitude with this gentelemn here when I first walked in, you all were having a dispute and usually when you eneter a ppalce of business the people will stop arguing, but no you are so unprofessional that you kept arguing in my face as a cusotmer and now you want to say I have an atitiude, if I don't I need to you never greeted me when I approached the counter, you just starred as if you never seen a customer before with this angry look on oyur face and whatever you and this guy standing here was arguing about when I arrived do not take it off on me, and I walked out. I went to Tower Loan and talked to the amanager there ***** ****** to correct the misinformation he gave her about I said I am not going to pay so she could file sue. She and I hgot an understanding and worked things out as she told me that they are just the lender they do not serve warranties, I told her I know and I understand just wnated to correct the information that he gave her on the phone.

Desired Settlement
I am seeking an apology for his unprofessional behavior and for my relcliner and chair to be repaired or replaced without me having to bring it to them.

Business Response /* ****** 10, *********** */
**** ******* tried many times to call Ms. ****** ***** and was not answered. On **** ***** Mr. ******* went to Ms. ***** home to try to solve the conflict. He was able to get the sofa repaired for her but not the bar stool. He was given by Ms. *****, a chunk of bar stool with missing boards. It is clearly not manufacture. Ms. ***** claimed to not know where she had placed the missing boards due to putting them up so her children would not play with them and damage them even more so. Ms. ***** was a little hard to reach by phone and by showing up. But we did get the sofa handled. The bar stool however, we are still waiting for her to bring us the rest of the chair to try and fix it. Ms. ***** has not returned a single phone call since Mr.*******'s visit. We have pictures of the bar stool piece but no way to submit it to you.
Any further questions, we can be reached at
******* Bro. Furniture
phone XXX-XXX-XXXX
fax XXX-XXX-XXXX
or mail to *** Texas St Natchitoches LA XXXXX

10/22/2013Problems with Product / Service | Read Complaint Details
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Complaint
I bought a dishwasher had repair man out 3 times to work on it after a year he replaced it.Bought a refridgerator had a part replaced within a month of having it and still did not work so he replaced it.Bought a sectional and a few days of having it the mecanizum in the left part of the loveseat broke- it has been 5 months I call him and he wont return my calls finally he sent the part out here on X-XX-XX and said it would be fixed on ******* Bought a trumble bed and one of the drawers would not go in and he said he would fix it before it was delivered and 5 months later still not fixed. He ignores my calls last time I spoke to him he told me I call more than anyone like I'm suppose to pay for all this broke down furniture and appliances and just deal with it.He told me he would come get it which would be fine with me but I have paid a lot of money already on this stuff and I feel I should get some back.

Desired Settlement
I feel if he wants to come get it that is fine if he don't want to stand behind his products but I don't feel he is intitled to all my money and the furniture back.He said he has done everything to get it fixed NOT TRUE.I called him for a week straight and he would not call me back I cant help it I had to call and complain on all of it Im not paying new price on broke down furniture and appliances.

Business Response /* (1000, 6, *********** */
On multiple occasions Mrs. ****** has complained of problems, and in most cases these items have been replaced with brand new merchandise, even though the manufacturer's warranty did not call for it. She says that her washing machine is not working, but we have sent a licensed repairman from an independent Whirlpool service location (Lafferty's of Texarkana) to her house and they have found nothing wrong with the machine. A piece of her sectional does require a new mechanism. The part has been ordered and delivered. The repair company, Tri-State Furniture Repair, called Mrs. ****** to schedule a time to make the repairs and she told him that she didn't have time to deal with it and hung up on him. When I called Mrs. ****** in regards to this letter, she yelled at me and told me that all we sell is "broke down junk". She refused to make any further payments until all of the items were fixed to her satisfaction, and she proceeded to hang up on me as well.

As we have never been able to deliver a single item that was to Mrs. ******'s satisfaction, I feel that this is unattainable, and her rudeness leaves us lacking the desire to try further.
Even though we feel that we have made every effort to make the required repairs to Mrs. ******'s furniture, we are happy to comply with the customer's desired resolution. We will repossess the furniture and appliances and sell them. We will apply any monies to the customer's balance. Should the items sell for more than the balance we will be happy to refund the difference to the customer. However, should the furniture not cover the balance, we reserve the right to take legal action against the customer to cover the difference. Anything other than this, will force us to take legal action against the customer immediately.

Final Consumer Response /* (4200, 12, *********** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made 2 payments they need to keep better contact with there employees.My point of all this was that I bought 7 items and 5 of them had problems and that it took months to get it replaced and fixed which not everything is still fixed.I cannot believe that anyone that was in my shoes would not be just aggravated.As far as yelling and being rude to him if that's the way he feels he has a right to have his feelings on his shoulders about all this I guess.I did not yell or be rude anymore than he did but fails to mention that in his response.They have tried to make me look like the bad one threw all this and if they can lay their head down at nite and sleep knowing what I have been through God bless them!!I will not back down to this situation though because I bought new furniture and appliances from there business in good faith that it was in new,working condition and it was not and no one in there right mind would pay for new things that are broke down and not working.

Final Business Response /* (4000, 10, *********** */
By Mrs. ******'s own accord, her dishwasher has been replaced, her refrigerator has been replaced, and the service man that looked at her washer found nothing wrong with it. Now, her reclining sofa has been repaired. What she failed to mention is that she STILL HAS NOT MADE A SINGLE PAYMENT SINCE ***** Her account is now ** days delinquent.

At ******* Brothers, we do care about customer satisfaction, but a piece needing to be repaired is no excuse for not making payments. It also does not excuse rude behavior, like yelling at people or hanging up the phone on people. The constant in all of these issues is that no matter what we do, we can not make Mrs. ****** happy. Even after replacing her items with brand new ones, she still is not satisfied. After being hung up on and yelled at, on multiple occasions, by her and her husband, we still followed through with the repairs to Mrs. ******'s sofa. We gladly now await her payment. Once the furniture has been paid for, we accept Mrs. ******'s gracious offer of never buying anything from our company again.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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