BBB Accredited Business since
Phone: (800) 839-4872 Fax: (800) 355-5935 PO Box 1774, Williamsville, NY 14231
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This company offers Retailing via the internet, online Furniture Sales, a variety of furniture including, Jewelry Armoires, Tables, Benches, Bunk Beds, Hall Trees, Puff Chairs, Rockers, Lamps, Baker's Racks, Braided Rugs, Dining Sets, Vanities and more.
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A BBB Accredited Business since
BBB has determined that Furniture Domain 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 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Furniture Domain include:
- 1 serious complaint filed against business
Factors that raised the rating for Furniture Domain include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||3|
FURNITURE - RETAIL INTERNET SHOPPING BEDS - RETAIL
Industry TipsInternet Shopping
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Complaint Trends - Last 3 Years
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Read Complaint Details
Complaint: We ordered a chesser on May 11/2012 and still have not received the product as of Thursday, July 12th. We have called a couple of times and are always told something different and always told that we will be called with some type of solution.
Desired Settlement: We simpley want the product that we ordered to be delivered and free of any type of flaws.
Business Response: * ordered a Magnussen dresser from us on 5/11/12. This item ships direct from the factory in Asia and does take on average approximately 8 weeks for delivery as stated on our website.
>>>The price on all Magnussen products automatically includes White Glove Delivery, unless specified otherwise. Please allow 2-3 weeks for delivery of tables and an average of 8 weeks on bedroom furniture for delivery.<<<
The order shipped direct from Asia on 5/26 with an estimated arrival in Los Angeles around 6/19. Once it arrived in the LA port it was transferred to our domestic shipper Sun Delivery. Sun Delivery then needed to transport the dresser to their distribution warehouse in Dallas. The order was expected to arrive in Dallas sometime the first week of July. Once there, Sun inspects the item and releases it for delivery. They then arrange for a delivery appointment with the customer, usually scheduled for within a week or two from the time it arrives in their warehouse.
Because shipping is not an exact science, there can often be delays and or sometimes shipments move faster than anticipated. We are sorry that this shipment took a little longer than the average time of 8 weeks.
* did inquire about the order on 6/19. We advised on 6/19 that she should be hearing from Sun Delivery in early July. Our response is below:
Your chest arrived in the port of Los Angels today. It should make it to the delivery company's Dallas distribution center the first week of July. They will call you at that time to arrange for a convenient delivery appointment.
On July 12, * inquired again. At that time she still had not heard from Sun Delivery. According to the status online, the order has been inspected and released for delivery, they would be contacting the customer shortly to arrange for delivery. We contacted Sun to find out when they would be calling for an appointment. Our response is below:
I will check with the delivery company, Sun Delivery, in the morning, but according to their webs site, they will be calling you shortly to arrange for delivery.
The Furniture Domain
I spoke with Sun Delivery. They said they would be calling you Tuesday to arrange a delivery appointment.
Sun Delivery did deliver the dresser on 7/26/12. I have attached a delivery receipt signed by the customer.
We are sorry for any inconvenience caused because it did take a couple weeks longer than the average 8 week time period for delivery.
Thank you. If there is any other information you need, please let us know.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Read Complaint Details
Complaint: I ordered a bedroom set from The Furniture Donain on 1/15/12 (order # ******). Based on their website, the furniture would take up to 8 weeks to deliver. In my order I sepcified that I understood it could take up to 8 weeks for delivery, but I needed that to be the maximum timeframe (delivery by March 11). By the end of February, I hadn't heard anything on the order or the delivery, so called to question the status. A ticket was opened (ticket *************) which was answered by ***** * Saying that the delivery company would have the product that week and should have it scheduled for delivery in the next two to three weeks. Two weeks would have kept it within the 8 week time period that The Furniture Domain discloses on their website, and 3 weeks would have been late. I was leaving for vacation 3/16, so couldn't have it delivered after that point. I waited patiently for the call from the delivery company and never heard anything, so called back in for an update on 3/7. Another ticket was opened (*************) and ***** * responded that they were no longer able to deliver before my vacation, so would now deliver the week I returned (3/28-3/31). I had a work trip that week, but cancelled to make sure I would be home for the delivery. *** ******** even called before I left to confirm that any day that week would work for me and indicated I would have a message waiting for me after vacation to let me know which day. I returned from vacation to no message. When I called *** ********, they indicated they didn't have enough to fill a truck, so now delivery was slated for the week of 4/9. I told them I couldn't wait that long since I had company in town starting 4/6 and needed the furniture for them to use. Another call to the Furniture Domain and another ticket was opened (ticket *************). ***** indicated that *** ******** would definitely deliver before 4/6. I actually did receive the furniture today, 4/4, so they did make this time (only 2-1/2 weeks late) except that the legs for the headboard are missing, so I still don't have a bed for my guests to use in two days. Another call to The Furniture Domain and another ticket opened (*************) to find legs for my bed. ***** * again replied that they are apparently missing completely and that they would be ordered from the manufacturer and shipped directly to me, probably another week or two. If they actually arrive in that week or two time period, The Furniture Domain missed their own imposed shipping times by 4-5 weeks. I am without furniture for my guests this week-end even though they are here 4 weeks after the final date the furniture should have been delivered. I'm now left to assemble the bed myself once the legs do come in, even though the price I paid included the assembly of the furniture when I do receive the pieces that were missing. Overall, the initial customer service team seems very good to work with, although powerless to do anything other than open a ticket. Once the ticket is opened, the team that responds doesn't seem to care that I was initially promised delivery by 3/11 which didn't happen, then again by 3/15 which didn't happen, then again by 3/31 which didn't happen (at expense to me for cancelling a trip and just the sheer frustration of having to follow-up each time a delivery promise wasn't kept instead of any proactive contact to let me know where my order was and the efforts to get it to me at any time close to the promised delivery period). I still don't have the complete order and all I get is that it will be shipped from the manufacturer. Never once have I received an apology or any offer to compensate me for the missed deliveries (although once the delivery was scheduled this week, I was definitely warned that there would be a financial penalty to me if I happened to miss my time).
Desired Settlement: It is amazing to me that a company can make promises several times and break them without even so much as an apology, let alone an offer to rectify the situation somehow. They were quick to take my money before the order could be placed, accepted the order with the stipulation that it had to be delivered within their own imposed 8 week delivery time period, and not only couldn't make that happen, but also couldn't make the next two promised delivery times either, and once finally delivered, couldn't deliver an order without pieces missing. Still no apology for my time or frustration, no offer to make the situation right, nothing other than business as usual that parts will come eventually and I can put it together myself. I believe that there should be a penalty for missing promised deadlines, not even just once or twice, but now four times. I hope this makes it to a point at the company where somebody might care about this being the way a customer has been treated and have the authority to do something about it.
I do apologize for the late response, but there were many issues that were being taken care of with this customer and I wanted to wait until it all was resolved.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, I
understand that Furniture Domain is a low cost provider of this
furniture. I had the option of paying more and having it immediately
from a local source. I chose to go with Furniture Domain because of
their pricing, their BBB rating and their delivery time frame as
indicated on their website and from their employees I talked to before
ordering. We were willing to wait the "up to 8 week" delivery period to save the difference from an immediate purchase.
Unfortunately the response from the business claims that they ask their customers to allow at least 8 weeks for shipment, yet directly from their website at http://www.thefurnituredomain.com/shipping.html it states:
The price on all Magnussen
products automatically includes White Glove Delivery, unless specified
otherwise. Please allow 4 weeks for Magnussen Tables. Magnussen
Bedrooms ship direct from the factory in Asia. Please allow up to 8
weeks for slivery of this product.
I don't think I'm incorrect that "up to 8 weeks" as stated on their website means that 8 weeks is the maximum time frame for this product delivery, instead of at least 8 weeks as stated in their response. Up to 8 weeks means it will probably take less than that time, but might take as long as 8 weeks, nothing over the 8 week period would be acceptable. They also don't indicate that the delivery area makes any difference, so it shouldn't matter if I live in Idaho or New York or Florida... up to 8 weeks should deliver in that 8 week period no matter where I am. The business also seems to be shifting blame to *** ******** for not getting the furniture to me. I didn't purchase from *** ********. If Furniture Domain chooses to use them for delivery of their products, then they are responsible for that portion of the delivery as well. My purchase contract was with Furniture Domain to have furniture delivered to me within the 8 week period. I even specified on my original order that it had to be delivered within the 8 week period, and they accepted the order without a problem. If they are truly saying at least 8 weeks with no maximum time, their website should be corrected to indicate that time period. If the "at least 8 week" time frame is the standard, then why would they accept my order when I stated on the order that the furniture must be delivered in the 8 week maximum time frame?
Based on the website and the people I talked to before ordering, I knew I had to get my order in by the time I did to get the furniture before a trip we had scheduled, and to accommodate guests we had coming into town after we returned from our trip. The fact that the furniture did not arrive in time, and once it did arrive it was incomplete, forced us to have guests that should have stayed with us stay in a hotel instead, since we didn't have a bed for them to sleep in. I did finally get the last of the bed pieces on 4/30, although the hardware never completely came, so I had to purchase hardware in order to put the bed together.
It is amazing that nothing further is offered for the fact that I had to wait about 6 weeks past the time frame promised by the company's website (almost double the "up to 8 weeks" delivery guide), had to put the furniture together myself even though the White Glove Delivery promised above includes that service, had to purchase the hardware (although a minimal amount of money, still time and effort on my part that were completely unnecessary) and had to put guests into a hotel instead of allowing them to sleep at my house because the furniture was not delivered as promised. I also made myself available three different times when I was told that deliveries would be made at cost to myself and my company for changing travel plans only to have them moved to different weeks. Yet, on the same page as their delivery promise in the "up to 8 week" time period, they state that if you miss an appointment with their delivery people, you are subject to a $75 charge. It is a sad tribute to customer service that you hold your customers to a stricter service penalty than you hold yourself.
I understand that the chip in the drawer happened, that you tried to fix it unsuccessfully, and that a partial refund was the only recourse, so have to live with that. I don't believe it has anything to do with the additional problems with the shipment, so don't accept that as recourse for the rest of the issues. As stated in the response, that will cover the repair to the drawer, not any of the other frustration and cost associated with this delivery.
I truly hope that they do deliver 99% of the time and that I'm part of the 1%. I can't believe they would keep any customer service rating if this weren't the case. The problem with this situation is that the company is not willing to take responsibility and make amends for the fact that my situation was as bad and ridiculous as it ended up being. It's always the manufacturer entered incorrect information or the delivery company didn't deliver or whatever the excuse is. Bottom line is I ordered furniture from Furniture Domain and expected them to follow the guidelines that they publish. I know with my business that there are always outside factors that have to be accounted for, but can't be an excuse to the customer. When you publish expectations for your customer, you have to follow them, or you have to make it right for the customer. I am hoping Furniture Domain will do the same.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.