BBB Accredited Business since
Lana Furniture, LLCAdditional Locations
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Furniture, accessories, lighting, bedding, artwork, free shipping and white glove delivery service on most orders
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A BBB Accredited Business since
BBB has determined that Lana Furniture, LLC 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 Lana Furniture, LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Lana Nguyen, President
Furniture - Retail
Products & Services
Lana Furniture, LLC sells the following brand(s): AICO, AICO, Ambella, Ambella, American Drew, American Drew, Ashley Signature Design, Ashley Signature Design, Avenue B, Avenue B, Currey & Co, Currey & Co, Hammary, Hammary, John Richard, John Richard, Jonathan Charles, Jonathan Charles, Labarge, Labarge, Laurel House, Laurel House, Lea, Lea, Legacy Classic, Legacy Classic, Legacy Classic Kids, Legacy Classic Kids, Maitland-Smith, Maitland-Smith, Philippe Langdon, Philippe Langdon, Pulaski, Pulaski, Rare Collections, Rare Collections, Schnadig, Schnadig, Steinword, Steinword, Tapestries Ltd, Tapestries Ltd, Tradewinds Furniture, Tradewinds Furniture, Uttermost Furniture, Uttermost Furniture, Uttermost Lighting, Uttermost Lighting, Wynwood , Wynwood
Lana Furniture, LLC offers the following product(s): Accent Furniture, Accent Furniture, Accessories, Accessories, Artwork, Artwork, Bedding, Bedding, Bedroom Furniture, Bedroom Furniture, Dinng Room Furniture, Dinng Room Furniture, High End Furniture, High End Furniture, Lighting, Lighting, Living Room Furniture, Living Room Furniture, Mirrors, Mirrors, Tapestries, Tapestries
Hours of Operation
|M||:||10:00 AM - 7:00 PM|
|T||:||10:00 AM - 7:00 PM|
|W||:||10:00 AM - 7:00 PM|
|Th||:||10:00 AM - 7:00 PM|
|F||:||10:00 AM - 7:00 PM|
Method(s) of PaymentVisa, MC, Discover
Refund and Exchange PolicyPlease review our terms and conditions
Alternate Business NamesLana Furniture.Com
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
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Additional Phone Numbers
- (240) 669-3041(Phone)
- (240) 669-3006 (Fax)
Additional Email Addresses
- - Customer Service
- - eQuote
- - Technical Support
- - Sales
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.
Read Complaint Details
Complaint: On 10-7-13 I made an internet and a telephone order for a 7 piece Aico oppulente dining set. rectangular table and 6 chairs. The company is lanafurniture.com, located at **** ******** *** ********** MD *****. It was a wedding gift to my daughter, Per her request, I emailed and spoke on the phone with the owner of the company on 10-11-13 in the morning to cancel the order. Lana sent me an email on 10-11-13 that she will charge me 2,792 dollars for cancelling the order. their ad on the internet indicates no hassle return and free delivery. She claimed that the shipping company has picked the furniture from the manufacturer on 10-10-13. She said she will charge me for delivery, restocking and storage. On 10-11-13 I sent an email and indicated to her that I will file a complaint with the BBB Since they refuse you refund the total credit card charge on my **** card, totaling 3,892 dollars. This morning, 10-14-13, she sent another email indicating she will charge me 700 dollars, but threatened if I file a complaint with BBB that she will charge me the whole amount of 2,792 dollars. Look, I am a disabled senior citizen with cancer and depression. Her unfair treatment of me worsened my condition. Buying a wedding gift for my daughter turned to into a horrible experience for me. Please help me out.
Desired Settlement: refund the total amount she charged on my **** card. also please alert Lana Furniture that they use false advertising by claiming no hassle return, which is false. She claimed that once the set was picked up by the delivery company, the manufacturer will not accept it back. Their ad indicates it takes 4 to 6 weeks for delivery, yet in just 3 days she wants to penalize me 2,792 dollars just for cancelling an order that has not been shipped. Thank you for your help and consideration. ***** *. ******. telephone # ###-###-####. address: **** ********* ***** ******* ** *****
On October 7, 2013, ***. ****** placed an order for a 7 piece AICO Oppulente dining set as a wedding gift to her daughter. On the very same date, we sent her an acknowledgement of her order and reminded her that the order has been processed in accordance to the terms and conditions of Lana Furniture. We, once again, asked that she reviews our terms and conditions in details.
On October 11, 2013 we received an email from ***. ****** stating that her daughter does not like the dining set and would like to cancel the order. We immediately called the manufacturer to cancel the order. Unfortunately the order was already released and picked up by the delivery company the day before on October 10, 2013. I call ***. ****** to inform her that her order was already picked up by the delivery company therefore the manufacturer would not let us cancel the order. Since we have a return policy, this order will be processed under our return policy which includes inbound/outbound freight, 40% restocking fee, storage fee and processing fee. Since the delivery company already picked up the furniture, we have to pay them the pick up fee and delivery fee of $700 to our storage facility, the storage fee is $540 for a minimum of 3 months and the 40% restocking of $1,552 totaling $2,792 for the cancellation of this order. However, I offered to waive the storage fee and the restocking fee. She would only have to pay $700 for the pick up fee from the manufacturer and delivery fee to our storage facility. The cancellation/return fee is common industry practice. Our shipping/return/cancellation policy is displayed on our web site under our terms and conditions and also under our shipping/return policy. There is a freight involved once the furniture has been picked up, there is a storage fee involved when we store the furniture. We also have to take a drastic reduction on the cancellation or return to cut down on the storage fee and there is an expense we have to incur in processing all the paperwork. Our margin is minimal on the internet for that reason we cannot absorb all the additional costs when customers cancel or return an order. This is true with all business whether it is online or at a brick and mortar store.
***. ****** did not believe that the furniture was already picked up by the delivery company in such a short time when we had informed her that it would take 4-6 weeks for delivery. I had provided ***. ****** the name and phone number of the delivery company for her to call to verify the pick up date of her order. It is much easier and less time consuming for us to cancel the order and we would have gladly done so if the furniture was not picked up by the delivery company. She said that if the furniture was picked up within three days then why would we tell her it would take 4-6 weeks for delivery.
If I may explain the furniture delivering process across the country. The manufacturer takes anywhere from 24 hours to 5 days to have the furniture ready for the delivery company to pick up. Once the furniture has been picked up and delivered to the delivery company warehouse, they process the order and transfer it to their destination warehouses across the country. In this case the manufacturer is in California, the customer’s address is in Texas, so they have to transfer the furniture from their California warehouse to their Texas warehouse. This procedure could take up to two weeks because the truck has to be full before they would leave for the Texas warehouse. ***. ****** delivery is one of the many deliveries coming from all over the country to the Texas warehouse for all deliveries in Texas and their surrounding areas. Once the furniture gets to Texas, they will once again unload the truck, re- route it to the customer’s address within the local area, open and inspect the furniture before delivery can be scheduled which could take another week to two weeks. For this reason, we tell all our customers that it would take 4-6 weeks for delivery. Furniture has to be handled by a minimum of two people, it has to be picked up and delivered from the manufacturer to the local delivery warehouse, transfer from the local warehouse to the destination warehouse, reload, reroute for local delivery which all takes a lot of time.
We value our customers and work very hard to keep everyone happy. However, like all business, we have expenses that we cannot absorb when the customers change their mind about their orders or do not like what they order. No business can stay in business having the furniture picked up, delivered across the country for customer to touch, feel and return, or cancel without paying for the expenses involved. In this case, we offer to absorb the restocking fee, the storage fee and only asked for the freight cost in picking up the furniture and deliver to our storage facility which is more than fair.
As of October 24, 2013 ***. ****** has chosen to have her furniture delivered to her instead of paying for the pick up and delivery fee from the manufacturer in California to our storage warehouse. Up until October 24, 2013, her delivery was put on hold waiting for her final decision therefore there is over two weeks delay on this delivery. I have asked the delivery company to expedite this delivery to her.Regards,