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:12/02/2024

  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 made a purchase with this company based on their advertisement of a buy one get one flyer. When i places my order I was not given a time line for delivery. I received my order on Saturday 11/30/2024. I only received 1 recliner, when I called I was told it is not a buy one get one it is 2 recliners for $799. That is absolutely not what the advertisement states, which you can still find on their website. I asked to speak with a manger and all I kept receiving was calls from the original salesperson who was rude and condescending when speaking to me. He stated he did not know I needed 2 again I asked how is 799 equal to buying one item and getting one free to which he just blew me off and said they had them in stock and I could order another one. What I keep being told and what is being advertised is absolutely different. When I stated I wanted to return the recliner as I have no use for just one and that is not what I was lead to believe I was purchasing I was told I had to pay a restocking fee. I said I would stop in at the store. This is unacceptable, I paid for a specific product advertised and that is what I should receive.

  Business Response

  Date: 12/19/2024

  Customer ****** ******* came into the store on November 6, 2024 and purchased an Ashley recliner which is clearly marked as a Buy One Get One Free recliner at $799 for the pair.
  
  Her receipt is written up for ONE chair at $399 plus fabric protection of $49 and she paid the balance by credit card in the amount of $478.69. We do not force customers to buy 2 chairs with this promotion. If they only need 1 chair we charge them half price which is what we did.
  
  There are a select group of recliners that are in the Buy One Get One Free promotion. They are all in one area of the store and clearly marked Buy One Get One Free with the price for the pair on the sale tag. We offer 7 different styles of chairs in 4 different price points and several colors in the Buy One Get One Free promotion; starting price point is $599 for a pair in this promotion.
  
  We delivered the chair to the customer on November 30, 2024 and she called and said she only received one recliner. Again that is all she written up for and what she paid for. The call was given back to the original sales person to contact the customer. We do this because the original sales person knows what was discussed with the customer at the point of sale.
  
  The sales person made contact with the customer, apologized because he understood she only wanted one chair, and then she stated that she would stop in the store on Tuesday, December 3, but she never came in.
  
  The sales person has tried numerous times to call her. Has left messages telling her we would be happy to pick up the chair and refund her money, in full, but she has not returned the call.
  
  The owner is NOT happy that the integrity of the store is being questioned. We have been running this type of advertisement for 30 plus years. If you go to our website and search the chair style the customer purchased, it clearly states it is $399 for one chair. It does not say Buy One Get One Free for $399.
  
  Again we have offered to pick up the chair and refund her money back to her credit card but she has to let us know her wishes.
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  The last conversation I had with Joe (the sales guy) I was told that there would be a restocking fee in order for me to return the product. As per the photos I have sent in regard to the advertisement as well as the text conversation I had with the store it is a BOGO which means you buy one and get one free. When I went into the store, I said I was looking for the BOGO sale and was directed to those recliners in particular. I made my choice. There was no point in which I was told that it was in fact not a BOGO but a buy 2 for $799. That is not what was advertised, that is not what I was told when I inquired via message through their website. I have again attached the advertisement as well as the conversation I had via the company website. The advertisement does not match what they are actually offering, the text communication also at no point stated it was NOT A BOGO.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/04/2025

  The chair the customer purchased is in the Buy One Get One Free promotion. Buy One Get One Free (BOGOF) means you get 2 chairs for the price of one. In this case the customer purchased a chair that was marked Buy One Get One Free at $799...for the pair which is 2 chairs. She paid for 1 chair which was $399 plus tax.

  As stated in our previous response we do not force customers to buy 2 chairs and if they only want 1 chair it is half the price of the pair which is $399 plus tax. It was a simple misunderstanding that the sales person made not clarifying if she wanted 1 chair or 2. The chair was clearly marked as a BOGOF at $799 - we do not have any BOGOF chairs at $399 a pair.

  Again we have been in business for 87 years and have run the Buy One Get One Free promotion for 30 plus years without issue.

  We have tried to resolve the issue with the customer. If she wanted to pay for the 2nd chair we could have arranged that. She said she would return to the store on Tuesday, December 3 but never came in and has not returned any of our calls to try to resolve this issue. 

  As far as the restocking fee that would be waived provided the chair comes back to us in good condition with no stains or household smells etc. Had the customer returned to the store or returned our calls we would have been able to explain this to her and had this taken care of. 

• Initial Complaint

  Date:04/03/2023

  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.

  We bought our furniture from the store in ******* **** and we are very displeased. we paid to have it treated against stains and to have the warranty with it and we were told my and anonymous source at the location that the coating they do it is a joke and it does not protect the products. Be cause they only over spray it and let it dust it they do not spray with proper over lapping coats to seal the product, and they do not move the cushions around so get in between so that is all uncoated still But to make it even better when we had to have the arms swapped out from them breaking down very fast 3 times and when i asked if the replacements were treated we were told they were not coated at all as they don't do that to swapped parts. we catch grief every time we have to have something done to the furniture as its under warranty and they make you feel like crap. we are still waiting on the protection plan to come and fix a stain that they said they can't get cleaned so they have to replace fabric so now its not sure if it will even match right or is it going to be better to stay with the small stain on the couch. it is a joke how much they charged and then you don't even get what you paid for. I would place this places furniture no better than what you get at *******, *******, or like any other box store and the cost should be in line with that not in line with lazy boy (which i should have went with). one of the fixes for the arm rests that a manager told us was to not use them as arm rests as they will break. so they knowingly sold bad faulty products and then make the customer feel bad about filing a warranty claim on it. we were also told it was real wood in the furniture and its not its that crap cheap chip board ply stuff which is false advertising.

  Business Response

  Date: 04/11/2023

  [BBB Transcription via Attachment]

  April 11, 2023 
  *** *********** **** *** ************ ******** 
  Case ID ******** 
  ***** ****** 
  Customer purchased furniture from ******** Furniture on 1-10-22. Due to supply chair issues at that time, we had a delay in delivering goods to them. Delivery was on 5-20-23 
  6-6-22 service entered in our system and completed a repair in the customer's home on 6-21-22 replacing 1 cup holder on a glider console loveseat and 2 armrest lids on a sofa. 
  9-15-22 service entered in our system on glider console loveseat to replace a mechanism on RSF end and reattached console in our shop; returned to customer 10-15-22. 
  12-16-22 - our service department was alerted by ******* (our fabric protection company) inquiring about the cost of parts for repair for the left seat cushion and footrest of the sofa and cost for the sofa. 12-20-22 we provided that information to *******. 
  There several other service calls in among these dates but all were taken care of within a month of the customer's initial call. 
  1-7-23 ******* requested the cost of a seat casing for the sofa. 
  1-9-23 we provided that information to ******* and also told them it could take up to a year to get the part. 
  2-15-23 we were contacted by the customer and he said we had dropped the ball on his fabric protection claim. He also stated that no one can come and clean his piece. 
  2-15-23 ******* told us this claim was in review. 
  4-7-23 we received a letter from BBB dated 4-3-23. 
  4-7-23 we were told that according to ******* records, ******* ******r was contracted to do cleaning with ******* claims in our area. ******* ******* has tried reaching customer ****** on multiple occasions from March 13, 2023 on. They have left voice messages and the customer has never returned their call. 
  The claim with ******* is at a standstill until the customer responds to ******* ******* and they have the opportunity to assess the stain. We cannot order replacement parts until we are told to do so by ******* as there is a process to be followed once the customer contacts ******* for service. 
  ******** Furniture has been in business for 86 years and our service manager has been with us for 40 years and is very experienced in what is usual wear and tear and abuse. We do our best to educate our customers but some customers' expectations are harder to meet than others. The furniture that the customer purchased is well built and is not one that has a history of a lot of repairs. 
  To respond to one part of the customer's complaint, our warehouse personnel have been trained on how to spray the fabric protection on the furniture. It is a fine mist that is sprayed on the furniture. Saturating the fabric with spray does not improve the coverage. Once it is dry, it is cured. There are some fabrics we cannot spray because it will flake off the fabric, and that is considered a "dry warranty". ******* allows this and still honors the warranty The customer paid for the fabric protection warranty and therefore the customer has a warranty for the fabric protection regardless if they do not feel we treated it properly. Also the customer purchased a reclining piece of furniture; the cushions are tied down and we cannot pull them apart to spray in between cushions. They have protection on the entire piece of furniture even if it is not sprayed directly with the product. 
  To respond to another part of the customer's complaint that we do not coat the replacement parts. That is a false statement. If the original product is protected, the replacement parts are protected. 
  Customer stated in their complaint that they were told "one of the fixes for the armrest was to not use them as arm rests as they will break". Customers who need to push up to get out of the chair will sometimes break the arms down. We will advise customers not to sit on their armrests, which will definitely break down the arms. 
  We feel we have responded and repaired all of the customer issues with their furniture in a timely manner. 
  As stated above the claim with ******* is at a standstill until the customer responds to ******* *******. 
  Sincerely, 
  **** ******** 
  **** ******** 
  Owner, ******** Furniture