Complaints

This profile includes complaints for Payless 4 Furniture & Mattresses's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Payless 4 Furniture & Mattresses

  1111 Fountain Ln Columbus, OH 43213-4117

• 

  Payless 4 Furniture & Mattresses

  5139 E Main St Whitehall, OH 43213-2410

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:03/07/2025

  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.

  We bought a couch less than 2 years ago and the mechanisms on both recliners were slightly bent. The one got bad so they replaced it under warranty. The other one got bad 3 months ago. I emailed them, called, and went inside and they give me the run around. I offered to pay for it since the warranty is up. The issue is no one else will fix it since it's an ****** third party bought couch. I've tried everything.

  Business Response

  Date: 03/11/2025

  Hello,

  Payless 4 Furniture, apologies that you are having issues with your recliner. We have already sent out someone under warranty and have completed repairs on the items and resolved any problems you may have had on the product over a year and half ago almost. Someone contacted us recently and said you guys accidentally damaged the items again, and asked us to contact the 3rd party repair company to come out again and conduct repairs on a (non warranty issue). Payless 4 Furniture, has contacted the company that offers repairs for typically only warranty items or items that are still covered under warranty and was told they would reach out to you guys when they have open availability. This repair company typically only does repairs on items covered underneath warranty and dont work for Payless 4 Furniture, we just submit requests and they typically reach out to the customer. Again, this is a damage that occurred due to (accident or customer damage) and not due to a manufacture flaw. We can only request for them to do repairs on out of warranty products but again they are 3rd party and dont work for the store so we have no control on wether they conduct repairs on out of warranty products or not. We will resubmit the request again to the company but again, them conducting repairs on (out of warranty or customer caused damaged items) is not always guaranteed. 

  Customer Answer

  Date: 03/17/2025

  This was a manufacturer flaw as both hinges  were slightly bent when we got the couch, the one just got worse quicker than the other. Trying to blame us for the damage is ridiculous. The couch isn't even 2 years old.
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service 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 family went in on march 4 got a offer made by ***** for an extra warranty besides the manufacturer warranty and free rug of $1127 if my purchase was made by the end of the business day, I went back in and paid $100 deposit later that day they had me sign the paperwork at the bottom where they circled it one on the left because they only had blue in the store and they were ordering black for me, and the other was for the deposit because they didn’t give me a cash register receipt, because my mom was coming the next morning to pay the balance so it could be ordered, so they gave her the receipt from the cash register and then placed the order, fast forward they brought the furniture unboxed it then unwrapped this was at the end of the day they were late delivering I asked why the fabric looked like it was to big and the back looked off his answer was didn’t you see us unpacked it if you have any questions or concerns call the store, I did however could not get any help because it was the end of the day, called next business day explained the problem his answer was I will send some one to staple it, my response was no this is sopos to be brand new furniture it should not need to be stapled, just swap it out for another one, called again I was told it’s on back order for a year went to the store twice he was always busy then I was told all furniture has some kind of defects the more I called the more excuses I received my last time going into the store was about a week later when I asked about the warranties or exchanging it for something else I was asked to leave the store and decided to call my credit card which has been a nightmare they literally lied , they didn’t act in good faith and when I turned the furniture over to take pictures it was disgusting unbelievable and unacceptable there were so many restapled holes and dirty oversized material broken back I realized this was used furniture being sold as brand new that’s against the law not allowe in the store

  Business Response

  Date: 06/27/2024

  To whom This May Concern,

  Payless 4 Furniture, does not sell used furniture and everything is brand new and leaves our store in 100% condition and is fully inspected prior to leaving our warehouse. In the case of ****** she took everything brand new and in "good condition" and was signed for as such by the customer. ****** furniture has denied any sort of manufacture claim because they were not able to find anything on her product that would've been caused by manufacture flaws. ***** has also tried to dispute this transaction with her credit card and we provided supportive information to them and she lost her case to them. At this point it looks like ***** is trying to receive free product without paying, which also explains the false credit card dispute she filed 1 month after having the products delivered in "good condition" & "new" and was signed for as such. We are asking for this case to be closed and for the customer to please stop making false claims about our store. Payless 4 Furniture, holds high standards and strives to being #1 Ashley Authorized Outlet Store in Columbus Ohio and we care about customer service and making customers happy, but in the case of ***** our hands are pretty much tied.  Thank You!

  Customer Answer

  Date: 07/11/2024

  Payless stop trying to make yourself look like the victim, if you were doing something out of courtesy it would not have taken 6 months an me filing All these complaints against you, also stop trying to slander my name you got your money before you delivered this damaged used furniture, and Yes I did feel I should receive some of my money back for all this inconvenience and as far as the offer I Never rejected the offer, I haven’t heard from you since all nine calls so what are you waiting for, as far as me providing you with a copy of my driver license I will not be doing that and as far I me giving any written statement the only thing I will do is sign when you deliver the BRAND NEW FURNITURE, so with that being said I consider this still open and when you have made good on your offer, stop with all the smoke signals and keep your word. BBB I ask that you keep this claim open until they have delivered New Furniture and I am able to provide you BBB with a statement as such along with pictures and a  receipt of such, since it’s an act of courtesy Payless is starting.

   

   

   

   

  Business Response

  Date: 08/05/2024

  Customer has received and accepted replacement. Case is now officially closed and resolved. 

  Customer Answer

  Date: 08/08/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/22/2023

  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 ordered furniture from Payless for furniture on October 14, 2023. As of today they try to deliver the wrong colour of the furniture. The invoice numbers are not matching. The model number is not matching. The colour I requested is pearl white they attempted to deliver light gray. They delivery guys said this is not the first time this has happened. ****** is not trying to fix the issue but insists that this is what I ordered and that I’m stuck with it. I contacted the finance department to stop all payments and for my other payment to be refunded. He then tells the delivery guys to leave the furniture at my door..

  Business Response

  Date: 11/27/2023

  Hello,

  To whom it may concern

  The customer ****** ********, came into our store looking for a Pearl sectional that she has seen online and was asking if we were able to get the sectional for her. Once reviewing the color choice she was asking for, we advised her that we are unable to place an order for the Pearl white option that she was looking for. She then proceeded to our special order Kiosk and found the exact sectional she wanted but in a light grey. She then asked us to place the order on the Ivory (Light Grey) version of that sectional and stated "she will make it work". We then proceeded in asking her if she was positive thats what she wanted to order, because once we placed a special order we are unable to cancel or exchange the products because the ****** warehouse does not take special orders back and its store policy. She stated she was positive and thats what she wanted and placed an order for the (light grey Ivory color #*******)  as listed on the invoice she signed and agreed to. Unfortunately, due to it being a special order and not a product Payless 4 Furniture typically carries in stock, we are unable to exchange or return the sectional and that is the agreement customer signed on the bottom of her invoice and was told verbally as well. Customer received products in good condition as well and that was also signed by the customer as well.   Uploaded is the invoice that the customer signed.  About the delivery concern, customer paid for delivery and thats what was provided in a very professional manner and customer received what she paid for.