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:12/05/2024

  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.

  I purchased furniture from furniture city modesto on 03/25/23 and also purchased the 5 year protection plan. My furniture has been fading since the time they delivered it on or about on 4/28/23. When I filed a claim I was advised that the furniture was covered under manufacturer warranty and not the protection plan during the first year. I have had several replacement parts on the sofa that I feel are defective since it continues to happen. I contacted Furniture city again and they advised me that the replacement pieces are only covered for one-time replacement only. Secondly I reached out to protection plan and they told me that the plan does not cover fading only accidental damage. I have been deceived the sales person told me when I purchased the protection plan that it covers anything that happens to the furniture. The manufacturer made and sold very cheap furniture that is expensive and does not last, when sitting on the furniture it continues to fades although replacement parts have been replaced. ?This furniture has no business been sold if it fades and they will not replace it. Can someone please help me get this resolved. I would like some different furniture around the same price range. what was the purpose of buying a protection plan for and additional $700 if it was not going to cover anything? I paid $4,199 for loveseat and sofa with adjustable headrest. The name of the furniture made by ****** is called the Man-**************** Reclining Sofa and Loveseat. I have pictures of how the furniture continues to fade although parts have been replaced. Can someone give me a call because I am running out of space to type.

  Business Response

  Date: 12/23/2024

  To whom it may concern, 
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the customer's concerns and clarify the situation. The customer purchased from our store on 3/25/2023 and was delivered to on 4/25/2023. I have attached a copy of the signed delivery receipt as well as the delivery report in which the customer signed that all merchandise was received in good condition. The customer had opened a claim regarding the fading parts on her power reclining loveseat and she was informed that her claim is not covered by the protection plan as it only covers accidental damages, and that they would move forward with sending the claim to the manufacturer to see if they can cover it. The manufacturer approved all replacement covers as a one-time courtesy as they normally only cover manufacturer defects. We sent out a technician on 4/16/2024 to replace all the covers. I have attached pictures of the repair delivery report for your reference. The customer had reached out to us again in regards to filing a new claim for all the items that have been replaced because they were fading again, however, her claim was denied as she had been previously informed that this issue was not covered under the manufacture warranty or the protection plan. I have attached a copy of the full protection plan contact that was signed and acknowledged by the customer at the purchase date. The customer is imposing that she was deceived by her sales representative and was told that it would cover anything. This statement is not correct due to us providing them with the highlighted contract and it is read aloud to them at the point of sale, as well as a copy is provided with the customers paperwork/receipt.
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  I purchased furniture from Furniture City along with a warranty on 03/25/23 in the amount of $4,199.00 and the furniture city protection plan 5 year for $699.00. My furniture was delivered to my residence on the beginning of May 2023. I reached out to the protection plan department to advise them that my headrest is damaged they advised me that I need to reach out to the manufacturer since it is still covered under their warranty for the first year and the remaining 4 years are covered through them. Furniture city agreed to assist me with filing the claim with the manufacturer on 06/22/23. I have contacted the claims department at furniture city on several occasions and they have said the claim was filed and they are waiting on the part and will schedule a technician to replace it for me the last correspondence from them was on 7/17/23 at 9:43am. This furniture is defective and I all want is to get a replacement or a refund. I have only had this furniture for 7 months and it should not be wearing out from simple sitting on the furniture daily and resting my head on the head rest. Can you please assist me

  Business Response

  Date: 12/12/2023

  Before addressing this matter, I want to emphasize that at the time of purchase, we transparently communicate our sales policies,highlighting that all sales are final, and there are no cancellations or refunds. This information is reiterated and acknowledged by the customer through their signature on the sales invoice, a copy of which is attached for your reference.
  On 3/25/23, you purchased a loveseat, sofa, and rug from our store, and the merchandise was delivered to your residence on 4/25/23. I have included copies of both the signed delivery slip and the delivery report,confirming that the items were received in good condition.
  We understand that you recently raised a concern about the headrest on your loveseat, citing damage. After a thorough examination, it appears that the issue is related to normal wear and tear, which is explicitly covered by the protection plan you wisely opted for at the time of purchase.
  To address your concern, we promptly ordered a replacement headrest cover upon receiving your claim. Regrettably, the specific color required was on backorder, resulting in a delay of two months. Upon its receipt, we were informed that two replacement pieces were needed, not one.Without hesitation, we placed an order for the second piece, which was received within two weeks.
  We acknowledge the inconvenience this *** have caused and apologize for any misunderstanding. I am pleased to inform you that we are now in a position to schedule the necessary repair for your loveseat headrest on December 20th, 2023.
  We understand that our products are an investment, and we want to assure you that we remain committed to providing quality and addressing any concerns that *** arise. We appreciate your patience and understanding as we work towards a resolution.
  Should you have any further questions or require additional assistance, please feel free to contact us at ************. Thank you! 

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I feel that the furniture is defective and I was told that it is a one time courtesy.  The furniture is not holding up it is fading and peeling this company will have to continue to replace parts.  If at any time they do not honor protection plan they sold me I will be contacting the BBB again for the next steps. All I want is quality furniture or give me something else if this matter continues
  
  

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair 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.

  On May 30, 2022, I went to furniture city to purchase furniture for my new bedroom. I was helped by ****. **** walked me through the whole purchase process of an LED bed frame and chest and encouraged me to buy their 5-year protection plan as there are LED lights on the bed frame. The bed frame arrived damage and they took forever to get it fixed. When they fixed and delivered it, it was dusty and dirty, I called to leave the feedback and they didnt care. Fast forward to September 2023, the LED lights stopped working. I tried to submit a claim with the protection plan and got denied because electrical is not covered. The contract doesnt state the electrical part and it doesnt have the bed frame written on it but so conveniently the frame is covered but not the electrical - according to the agency who takes care of the claims. I was lied to by the **** the sales person when he said its all covered although the contract states otherwise. I want my money back for the protection plan or the LED lights fixed. There were so many complaints about this company that I wish I would have read before giving them my business.

  Business Response

  Date: 11/12/2023

  Before any customer purchases from our store, we disclose that all sales are final and that there are no cancellations or refunds. This is later highlighted and signed by the customer on the sales invoice which I have attached a copy of.The customer is stating that her salesperson encouraged her to purchase the protection plan, however the LED lights on her bed are not covered. Our sales associates consistently recommend the protection plan to customers as a means of ensuring satisfaction in the event of any accidental damage post-purchase. The customer was given the protection plan contract and received a thorough explanation regarding the coverage parameters, as outlined in the designated section of the agreement. Furthermore, a list clarifying the specific issues exempt from coverage was provided to the customer. It is crucial to emphasize that the customer, by adding the protection plan to her purchase, expressly acknowledged and agreed to the aforementioned information. Attached here is a copy of the signed Furniture Care Protection agreement for your reference. 

  Customer Answer

  Date: 11/12/2023

  I am rejecting this response because I was lied to. The contract doesnt state that the bed frame is covered, yet it is. I thought that was the case since ****, the salesperson, specifically said it would. One thing is that I didnt read or pay attention to what the contract says and another is being mislead to purchase the protection plan. How do you explain that the bed frame is covered although its not listed on the contract? But yet, the LED lights are not covered. Your organization is bad business and shady. If you do not make this right, I will keep coming for your company and will leave reviews everywhere can. I will even go to Furniture City in person and will share my experience with all potential customers to stop them from shopping with you. 
  

  Business Response

  Date: 11/27/2023

  As we have previously stated in our last response the customer was provided with the protection plan contract along with a thorough explanation indicating that coverage is limited to items explicitly outlined under the section titled :Coverage Includes. Additionally, the customer received a comprehensive list detailing the issues excluded from the plan. Despite our efforts to clarify the contract terms, the customer acknowledged not reading or attending to the contract details. The customer is stating that she doesnt understand how the bedframe is covered even though it is not listed on the contract.However, I attached a copy of where the bedframe is listed on the contract to refute this statement. Unfortunately, this is beyond our control, as this document comes directly from the furniture care protection plan, meaning that any claim that is submitted for an issue that is not covered by what is listen on the agreement will automatically get denied. The customer is more than welcome to try and file the claim directly to them by going to Furniturecareprotection.com website. We are more than happy to help with any necessary information needed to facilitate this process. 

  Customer Answer

  Date: 11/28/2023

  I am rejecting this response because it is not true that the bed frame is listed on the contract. Please provide a copy of where I signed that has the bed frame listed. Your salesperson committed fraud by lying to me and making me believe that I needed a coverage that doesnt exists. He specifically said it would be covered even if it wasnt listed - just like the bed frame.
  

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair 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 purchased a piece of furniture a few months ago from Furniture City in *******. I picked it up from their warehouse and it seemed to be fine from the limited view I got from cutting the box and looking through all of the wrapping. When I got home however, I found various areas that seemed to be damaged. In fact, the more we looked, the more we found. We even found damaged areas that had been previously repaired. It was quite obvious that we had been sold a damaged piece of furniture that someone had attempted to repair. (There is no way these things were caused by me transporting the piece from the warehouse to my home). When I contacted Furniture City, I was told that they turned in a claim to Aspen Home and they said that they needed to send a technician out to assess the piece. A technician came, and he repaired damages on the spot and took pictures. When he was sanding areas of the piece to repair, we saw bondo from previous repairs. I know for a fact that I did not damage the piece and repair it myself before calling them. I was told if we were not satisfied, another claim would get sent to Aspen Home. They informed us later that ***** Home denied the claim. I have serious doubts that they even talked to Aspen Home in the first place. I tried talking to their company, but they said that I would have to deal directly with Furniture City, and that they could not answer any of my questions. We were excited to add this piece to our home and were upset to find that we paid full price for a piece that had been previously repaired. I feel that, if a business is selling furniture that has been damaged and repaired, then that should be disclosed to the customer. I did sign a paper saying that the furniture was ok when I picked it up, but it was difficult to see the damages that had been covered up.

  Business Response

  Date: 11/11/2023

  To whom it may concern,
  When a customer picks up ******************** from our warehouse, they are given an opportunity and are highly encouraged to completely inspect the items before taking them so that in the case of ANY damages we could take care of the customer, as soon as the ******************** leaves the warehouse the manufacturer will no longer cover any damages caused. The customer signed that the ******************** was received in good condition after inspecting it and contacted us at a later date to report the damage. Despite our policies we still attempted to submit a claim to the manufacturer. However, they declined it stating that the damage could have been caused during transportation between the warehouse and the customers home. The customer is claiming that the ******************** is not new, and that it has been repaired I have attached a document showing the invoice with the ** numbers for each item. This will match both the sales email, as well as the sales order from Aspen Home themselves,thus guaranteeing that this furniture was brand new, and received from the manufacturer

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because: the damage to the piece was not something that was easy to see. It was already repaired. Im not going to go back and forth with these people. The repairman that they sent found bondo when he sanded the area, PROVING that someone had already repaired it. Maybe it was the manufacturer that did it. I dont know. All I know is it was not me. Yes, I signed the paper because I didnt notice the damaged spots. The repairman actually did a great job fixing them. I just want it on file that our piece came from the warehouse with damages. Either Furniture City or the Manufacturer sold the piece as new AFTER it was repaired. I admit, I was fooled. I signed the paper without noticing the damage. They got me. Congratulations. 
  

• Initial Complaint

  Date:05/20/2023

  Type:Service or Repair 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 purchased a Sofa and Loveseat from Furniture City (******* mall) on 2/26/2022 for $4932.52 including tax and delivery. They were delivered to me on 4/2/2022. Not too long after, while I was trying to get up with my elbow on the sofa's arms side, I heard a spring popping. The cushion seems to drop down and now I only feel wood on the couch's arm. A week later the same happened on two other arms. It was abviously a sign of product cheaply made or a design failure. I contacted the store and they were very courteous and gave me a number ************** to text details and photos in order to start a claim. On July 4, 2022, I did that. The next day, I received a text acknowledging the receipt of my text! They informed that they've sent the info to the manufacturer and they'll will reach out as soon as they hear from them. It wasn't until I text again asking for an update on July 20th, that they responded, the next day, that the manufacturer has acknowledged my claim however they are still processing it. On Sept. 2nd I text and told them it's been 2 months that I did not hear from them!! I stopped by the store couple of times and talked to a salesperson and mentioned the issue with my purchase, he took my info and promised to talk to management. Didn't hear back from anyone so I text on January 6, 2023, six month since I submitted my claim!! On Jan. 11th I received a text that the manufacturer is offering a discount to keep as is, I told them that I'm not interested in discount, that I would only accept a repair or exchange. After couple more months of texts the final decision from the manufacturer was made on March 10 that they can only offer me $1124 discount. I was out of words, when I read a text recommending to come to the store to shop again and I can use that discount towards new couches. I told them that I'm very very disappointed and upset. I told them to expect to soon hear from me through small claims court.

  Business Response

  Date: 05/23/2023

  We would like to express our sincere apologies for the inconvenience you have experienced with the Sofa and Loveseat you purchased from Furniture City at the ******* on 2/26/2022. We understand that the issues you encountered, such as the springs popping and the cushions dropping down,were not what you expected from our products.
  After receiving your initial complaint and photographs on July 4, 2022, we promptly forwarded the information to the manufacturer and initiated a claim on your behalf. We apologize for any delays in communication during the process. Please be assured that we have been diligently following up with the manufacturer to ensure a resolution.
  We have recently reached a satisfactory agreement with the manufacturer regarding your case. They have agreed to replace your merchandise with a brand-new set of Sofa and Loveseat. We believe this resolution addresses your concerns and provides you with a suitable outcome.
  We understand your disappointment and frustration throughout this process. Our aim is to always provide excellent customer service, and we sincerely apologize for any shortcomings you may have experienced. We value your business and want to ensure your satisfaction.
  Please let us know when it would be convenient for you to visit our store so that we can proceed with arranging the replacement of your furniture. We will be more than happy to assist you in selecting a suitable replacement.
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding. We look forward to resolving this matter to your satisfaction.
  Should you have any further questions or concerns, please do not hesitate to contact us directly at **************. 

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair 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.

  Purchased couches and coffee table was delivered damaged wanted to paint the couch and told them replace the replacement looks warn and the furniture still has damages. Contacted them no one called me back Manager ash very unprofessional rude not helpful at all Argumentative didnt offer me a solution or manufacture info or insurance. Offered zero help feel scammed , all online reviews are very bad. Supposedly theres multiple managers but he said the only one above him is god. Very expensive furniture looks used. No one has used furniture at all no one has even sat on it and It looks Used. He said if the last one looked so much better why did you take the replacement? First one didnt look warn just had damages 2nd one looks warn so how am I supposed to know second one would be worse

  Business Response

  Date: 03/25/2023

  To whom it may concern, 
  When a customer purchases from our store, our sales representatives state that all sales are final and that there are no cancellations or refunds. This is later highlighted and signed by the customer on the sales invoice which I have attached a copy of. The customer received all her merchandise on 12/20/2022 and had signed off that everything was received in good condition. She had then reached out to our claims department on 12/23/22 stating that there are multiple spots on the sectional and our claims department offered to send out a licensed technician from the manufacture to repair any defects, however, the customer insisted on getting a replacement. A manager approved the replacement, and she was scheduled for a second delivery on 1/6/23. A
  day after the delivery the customer contacted our store stating that she is not satisfied with the replacement because of natural imperfections in the leather. The customer had spoken to a manager named *** and he had approved a third delivery for her. The customer also complained that the glass on her coffee table doesnt sit flush on the frame. The glass is beveled, so it would be impossible for it to sit flush on the frame. Furthermore, this is how it is displayed on our floor, so the customer was aware of this. The customer is stating that she did not receive any help from our store and she feel scammed,however, we have been accommodating the customer since the beginning of the purchase. The customer was ok with the last replacement we had sent out. We have resolved and fulfilled each one of the customers complaints, but the customer is still not satisfied. The issue the customer had with the merchandise is that the glass on her cocktail table doesnt sit flush on the frame which is how it is displayed on our floor.
  Thank You for Your Time
  Best regards,
  Furniture City
  Finance Department

  Customer Answer

  Date: 03/29/2023

  I am rejecting this response because: When we received the first order back in December 2022, I inspected all the items delivered and noticed the glass on the coffee table had broken corners, chips and the bottoms were bent and missing color (gold). The coffee table was delivered in horrible condition. Please see attached photos.The couches looked good but the edges were scuffed on the leather. They offered sending someone to paint them and I advised I didnt want brand new furniture to be painted nor did I ask for a refund. They said they can replace some pieces and I asked them to just replace the set so everything matches. *** ordered another couch set from them and had absolutely no issues with the fabric set. The second delivery happened after I informed them of the issues. On 2/28/23 I noticed the day of delivery that the 2nd replacement looks worse than the previous leather couch set. I text ***** who was helping me but since second delivery has been ignoring me, I  called the store immediately and was advised someone will get back to me. But no one got back to me, day of delivery the drivers left in a rush, so I  reached out Via text and phone.The employee helping me ***** whom I was communicating with ignored my text messages. I shared the defects with him along with images. This isnt normal wear on leather couches , the couches they sent me looked used compared to what was delivered the first time. I have all the photos of the couches before and the ones that were just sent to us. When I called in the general manager, he was highly unprofessional asking me why I would Accept the new couches if the last ones looked better? when asked to speak to someone above him he stated only God was above him.He was extremely offended by my phone call asking for help but unwilling to look at photos to resolve this matter. It is very clear that the couches are damaged worn out and *** the manager was not interested in resolving or coming up with a resolution. I felt humiliated and disappointed that the manager would behave this way. Furniture City Modesto is scamming people please check all their online reviews, so many negative reviews similar to my issues. Now theyre scamming my elderly parents, my father is suffering from Parkinsons and early signs of dementia my retired mother wanted to surprise him with upgrading the house. No one has been home besides occasionally some workers coming to the property. Since the delivery no one has sat on these couches or used the new coffee table. As far as the coffee table what they are stating is false the new one the metal has dents and the previous one had chipped color, dents and the glass was broken in multiple spots nothing to do with how the glass sits. I have pictures to the damages.

  We pointed out major defects in the product delivered to us. I  do understand items dont get inspected prior to delivery.
  We did not ask to get a refund we simply asked to speak to someone who can direct us to the right person that can provide us with information and lead us in the right direction so we can be satisfied with our expense purchase. Also we wanted why these couches look so worn and in poor condition, if we had known the 2nd delivery will be worse than the previous set, we would have kept the previous couches and contacted the insurance company. 
  
  
  Furniture City Modesto hasnt even seen any of the images of the new couches and my concerns, when you compare to the first you can see a huge difference. I  have videos so please let me know where I can email the files.
  I mentioned to *** whos the general manager that no one has been home, due to work being done he said maybe its dust without hearing me out or looking at the photos and offering me any help. He immediately got offended that I requested to speak to someone else when he had gotten smart with me and short, thats when he made the comment only god is above him and continued to be rude when I  told him this has nothing to do with religion. 
  The couches shouldnt look like we have owned them for years. All we are asking for is for someone professional to further assist us with our concern, if they are unwilling to address our issues/concerns then please refund us. I was the one who convinced my parents to shop from them, I failed to check there reviews prior to purchasing any items from them. 
  Its almost like they knew what the delivered wasnt a new set , most likely a floor set so my text got ignored , my call and finally when I  reached someone else I  was disrespected. 
  All we are asking is for them to make it  right. This is no normal wear and tear on "real leather" 
  multiple people have commented how old the couches look, thinking we purchased second hand, vs the first delivery everyone was like wow, minus the damages on the lower sides and bottom area the first couch did look like we have had them for years. 
  
  We are also requesting that you log on to yelp as well as ****** to read their reviews, Im not alone.
  
  Ive attached some files , but need to email other images and videos I have. The images here doesn't do us justice but the videos we have do. Website only allows me to attached 4 images 
  
  
  Thank you , 
  
  
  Momand Family 

  
  

  Business Response

  Date: 04/04/2023

  To whom it may concern, 
  As stated in our last response all sales are final and there are no cancellations or refunds. When the customer received her first delivery on 12/20/2022 she had inspected the merchandise and reported a few defects she had noticed. The customer had stated that two pieces of the sectional had scratches on it and one of the corners of the coffee table was chipped. We told her that this was no issue and that we could swap out those two pieces on the sectional as well as the defective pieces on the table, however she said that she wanted everything to be swapped out. We had let her know this is not a part of our policy, but we would go ahead and do this for her as a courtesy. We scheduled her for an immediate delivery so we could take care of the swap and send back what was in her house to the manufacturer. The customer confirmed the delivery date and abruptly cancelled it because she had plans for New Years Eve. We dont typically allow for a delivery cancellation if it was less than 24 hours prior to her designated delivery, as stated on the signed sales contract. However, we allowed the customer to cancel at no additional charge, also setting up another delivery date. The customer is stating that If we had known the second delivery will be worse than the previous set, we would have kept the previous couches and contacted the insurance company. At the time of the first delivery swap the customer had both the original and replacement sets in her home because she kept the first set to use until the swap. The customer had the option of keeping the first set after seeing the replacement, however she refused to keep the set that was originally at her home and accepted delivery on the replacement.After inspecting everything the customer had signed off on the merchandise that everything was received in good condition. I have attached a copy of the signed delivery receipt as well as the delivery report. A few days had passed since the delivery when the customer contacted our claims department stating that the leather was wrinkly. We then informed the customer that this is the natural look of leather and that is also how it is displayed on our floor as well. She had also mentioned a small dot on the sectional. Therefore, we advised the customer to go through the insurance company because they could easily fix those issues,but she refused. Since the customer was not satisfied with any of the available options, we did a courtesy swapping out of the entire sectional and coffee table set. We also did a second delivery and offered to send out a technician twice, yet she refused both times. We tried working with the customer on multiple occasions,but the customer is not complying with any of the options she was given. We can no longer listen to the never-ending demands and dissatisfaction of the customer, as we have already went above and beyond the boundaries of what we are normally able to do.
  
  Thank you for your time
  Best regards,
  Furniture City
  Finance Department
  

  Customer Answer

  Date: 04/18/2023

  I  am rejecting your response, if there was nothing to complain about then we wouldnt have had a second delivery and we wouldn't be going back and fourth on this matter. We are not alone here there are plenty of horrible reviews online that speak for itself. None of what we have said is a lie, nor did we ask for our money back or to exchange the items for something else. We simply asked why does the second delivery look used, look old, look like its in poor condition and how can you help us. 

  
  

  Although I appreciate your input regarding what you thought happened, I was there and much of what you said is not true. I was dealing with rushed delivery people, already dealing with the original furniture needing to be replaced, and now the replacement furniture just does not look like new. There was nothing wrong with the payment made for the furniture so there should also be nothing wrong what was paid and expected. With so many bad reviews, I am not surprised there would be two unsatisfactory deliveries in a row. As a business who would want to be reputable, any reasonable customer would think YOU make it right as many times as YOU made it wrong; just fix it. It is my intention to amicably resolve this simple issue. So far, just taking the time to replace what the customer is telling you is sub-par has proven to be something you are not willing to do. I didnt ask for a refund, I didnt just return it, and I am giving an opportunity to make it right, but am being shown my only recourse is to use my extensive social media reach so others know my elderly parents experience. Hopefully you do the right thing so my future shared experience will be positive.
  

  
  

  1st order had damages on the bottom of the couches which were visible, items should have been in perfect condition but I  understand items are not inspected prior to delivery. We ordered 2 sets of couches and a coffee table. One set of velvet tufted couches amazing no issues. Most likely manufacturer inspected prior. Coffee table not only had dents on the bottom but chipped paint and broken sharp edges on the glass. Clearly if the first order had no issues we wouldnt be going back and fourth on this matter. 
  

  
  

  2nd after the second delivery the Manny the associate who was helping me disappeared on me, no response to any of my texts. As if they all knew that there would be an issue with the second delivery. As well as the general manager wasnt willing to help or look at any images to see what we are talking about, they didnt offer to send someone to inspect the furniture. 
  

  
  

  I strongly believe at this point that Furniture City ******* swapped out the first delivery with their show room floor sample. The couches look used all around, from arm rest area on every corner being bent. The first order looked brand new the second one looks like we have had them for years. Now if the second delivery was new then the company would listen and see images, contact manufacturer to see why we received such poor quality couches. But no instead they are repeating themselves about their return policy and offering zero assistance. 
  

  Not once have they requested to see any images, they are totally okay with scamming my two elderly people who are retired, one whom is slowly dying. They only bought couches from them because I  referred them. I  failed to read reviews prior to putting our trust in them. 
  

  We are not the only customers who feel scammed. My father is very ill with Parkinsons and heart failure, house remodeling was done for him to help him with his severe depression if he can spot the differences between both deliveries everyone on the internet will be able to as well. Pictures and videos dont lie, and I  have no issue doing a story time about this which will go viral, the company is leaving us no choice but to make sure other people dont go through this. Its horrible seeing how sad and disappointed your eldery parents are praying everyday that someone resolves their issue so they can enjoy their new purchase and make new memories with their children in their home. It took them 15 years to agree to changing their old furniture they were super excited and loved how the original set looked but obviously they didnt want the damages to be painted over or the certain replacement pieces have a noticeable color change, none of us thought the second delivery would look night and day different than the fist one. As mentioned previously the house is being remodeled so no one has been using any of the furniture. Parents drop in from time to time. 
  

  After the second delivery is when I  asked to contact insurance or manufacturer myself to see who can offer me help, if the couches look this worn and used now cant imagine what they will look like once its actually being used. 
  

  Please do the right thing, if the second delivery was truly from the manufacturer directly then they should be informed of their defective set, again I  understand no company inspects items before delivery. I  would love for our bad experience to change to a more positive one so that I  can share with the world a better experience. 
  

  If you have parents that are eldery and very dear to you then please take a second for their sake to look at all the videos and images we have, send one of your teams or send the insurance company info or get into contact with manufacturer or provide me their information so they can help us resolve this matter. 
  

  
  

  I  have attached some of the images and can send you everything you need to see what we have been trying to show you.

  
  

  Business Response

  Date: 04/19/2023

  To whom it may concern, 
  As we have stated numerous times, we have done everything in our power to make sure the customer is happy and pleased with the purchase.We have attempted to resolve the issue on several occasions. The customer had various options to choose from, however, she failed to fulfil any of those options. The customer has stated that there is nothing wrong with the sectional in her home except that it looked used to her. In her last response she stated, and I quote The couches look used all around, from the arm rest area on every corner being bent. The only noticeable imperfections are the natural imperfections found in the natural leather grain. Its surface structure will not be completely uniform and will include grain differences and pressure dents. All these imperfections that the customer is talking about are a good sign in leather. The customer can web search this information to confirm it on her own. With that being said,everything was inspected prior to the delivery as well as the same day of the delivery. The customer was given all the time she needs to inspect the merchandise especially since there were issues on the delivery prior to that one. The customer inspected and signed that everything was received in good condition. The customer also mentions her parents health conditions, and although we extend our sympathies for her home situation it has nothing to do with the matter at hand. The customer is now requesting to go through with the insurance company for a technician to be sent out. It is not as simple as just sending out a technician or a replacement. We send the claim to the protection plan to be approved. It is an extended warranty that covers accidental damages and cant cover something that is not of that state. The customer is complaining about a natural attribute of the material she chose to purchase.
  
  
  Thank you for your time
  Best regards,
  Furniture City
  Finance Department

• Initial Complaint

  Date:02/19/2023

  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 north shore canopy bed from this store on 4/10/22 and got delivered after 7 months. They charged us more than other store were charged for tlsame set and brand. We ordered calking but after they assembled, it doesn't fit either like king or calking. No bed box or mattress fit on it and we have 14 inch gap on pillows side and feet side. We contacted them so many times but they don't come and put the right pieces and now hang up on us and talk very rude. *** was the person name who sold it and was dealing with us. He then made racial comments on last call saying you Indians are always like this and hang up on us. We paid $13231.33 for the set. Our infant child fell multiple times in that big gap while sleeping and we are expecting 2nd baby soon .they have no return and no exchange policy. We are stuck with that bed set which we can't use and spent a lot. We feel afraid calling them again. We are looking for your help and want them to take this set back and pay back our full amount. I put the yelp review but they deleted my review too.We returned other bed immediately after order and they gave us store credit. We want olthay credit back because we don't want to buy anything from them or deal with them.

  Business Response

  Date: 02/21/2023

  To whom it may concern,
  The customer agreed upon prices before purchasing. The customer brought measurements of the mattress into the store since they did not purchase the mattress through us. We purchased the bed size upon measurement specifications given to us on the time of the purchase. Before committing to the purchase, the salesperson advised the customer to double check the measurements as we are not responsible for merchandise purchased that does not fit. The customer also signed a field stating this in our contract. I have attached a copy of this signature. We have a zero tolerance policy for racial discrimination and we have brought our sales representative to discuss this with him and upon our investigation these comments were not made. The other bed was discontinued and we gave the customer the option of reselection and due to them not coming in we had turned it into store credit. We had let the customer know that the bed he purchased only comes in two sizes the king, which is 76 x 80 and the Cal king which is 72 x 84. The customer has a mattress that was not purchased from our store and the measurement for that bed is 71x83. The customer requested the king size bed and had later on contacted us stating that there is a gap between the bed. To accommodate the customer, we had ordered him to use the Cal king ***** to fit his existing bed, however, the customer is still not satisfied with the product due to the still existing gap. We had let the customer know that regardless of the size of the bed, there will be space for the bedding due to the size of their mattress.  

  Customer Answer

  Date: 02/23/2023

  I am rejecting this response because:we didnt bring any measurements of the ******** because King or calling has standard size in ********** if the seller knows that. From starting we wanted cal king **** We never wanted king **** They said all parts of *** is common for king and cal king except ********. But when they delivered the *** and assembled it, there was huge gaps on the sides so we bought king ******** but it still didnt fit and huge gaps on side were still there. We reviewed the receipt and noticed railing is also king size. They assembled the way that it was not fit as king or calking.  We then called them to tell about gap. They said they made an error and accidentally sent the king size railing instead of calking. They said they have cal king ******** in stock and will send someone in a week or two to fix it. They apologize. So it was not a ACCOMODATION. so they came with cal king railing and try to fix it but this time the gap is on head and foot side. They guys came also agreed that there is something wrong with the pieces and there should not be that big gap. We have both king and cal king ******** but nothing fits on it yo fill the gap. That day on the receipt I didnt sign abut I said not assembled properly. I pair something like that. Seller , why dont you provide the copy of that receipt. As a cyst service you never called us to ask the problem but when we called mod started yelling at us. About discrimination, of course that now will deny everything. Why then your 99%staff is just muslim????? Now you are upset that we didnt but the matteress from you. It was starting $**** something, why would I spend **** dollars on a Mattress. I could afford it. It doesnt matter where we but the ********, cal king has standard size. You said cal king *** is 72*84 and our ******** is 71*83. Think about it, only 1 inch difference can fill the 14 inch gap???? Use your mind seller. Look at the picture and see if you have that big gap in your $13000 *** and your kids fall in that gap. At night your pillows slips in the gaps. We asked more to send the picture of same *** from store sample, he did sent but the sample you have on floor doesnt have that big gap. Compare your floor sample and my picture gap and think about it. Either your guys assembled wrong or something is wrong there. The gap is unacceptable and so obvious. 
  

  Business Response

  Date: 03/03/2023

  please see attached documents

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a bed frame and mattress at Furniture City. The sales person helping me sold me items that I did not need, lying about what was included with the frame. He also lied about the delivery time. They say anything to get the sale and nothing is refundable. I told them I absolutely needed the bed to be delivered within 3 weeks otherwise I wouldnt purchase it from there. He promised that it would only take 1-2 weeks, 3 at most. He also said I needed box springs. I wanted to decline that purchase, but he insisted saying its necessary for the bed. I kept calling to check the status of delivery because week after week would go by without a call. Every time they would say the same thing, the order is pending. Finally, after 5 weeks, the bed was ready to be delivered, but the delivery wouldnt happen for another 2 weeks. I ended up picking up the bed myself since it was already so late. I ended up renting a truck just to get the bed. When I put the frame together, I realized it did come with slats and did not need box springs. It made the bed too high for my daughter to get in and out. When I tried to return it they said they dont accept returns and I can go try to sell it online. That is ridiculous because I specifically mentioned I didnt need box springs, but the sales person said its necessary. If it was truly necessary, it wouldnt be an additional/separate item I had to buy. They basically force you to buy things you dont need and then refuse to accept returns. This place is a scam. I am never purchasing anything from them again. Management is the same. They just want to take your money. They dont provide any customer service at all when I contacted the corporate office.

  Business Response

  Date: 01/10/2023

  Before any customer purchases from our store, we disclose that some delays may occur and that all sales are final and that there are no cancellations or refunds. I have attached a copy of the signed sales invoice. The customer purchased on 11/12/2022 was given an estimated time of arrival of 2-5 weeks which was initialed by the customer.We received all the customers items on 12/5/22 which was within the estimated time she was given. The customer is stating that the salesperson sold her a box spring which she does not think she needs. The sales representative that was assisting her with the purchase had mentioned to the customer that the box spring is not included with the bed and is purchased separately. The customer originally did not want to purchase the box spring, however after the salesperson explained to her that the foundation will prevent the slats from breaking from the weight of the mattress and the person sleeping on it, therefore she then decided on ordering it. Our delivery department contacted the customer to schedule her for our soonest delivery date going out to her area. The customer denied that delivery date, insisting on a specific date sooner than the date that she was quoted for. We informed the customer that we could not deliver to her on that specific date and as a courtesy we refunded her the delivery charge allowing her to pick up the merchandise on a date that is more convenient for her.  

  Customer Answer

  Date: 01/18/2023

  Simply pointing to the fine print on their receipt while orally promising something else is poor customer service, bordering on fraud.  They should not be able to mislead and deceive their customers just to make a sale, that is not refundable.  Even if they want to argue the fine print is sufficient, it sadly is not.  Their receipt states "Your estimated time of arrival is: ETA 2-5 weeks set up and delivery" which implies the customer will receive the product, delivered and set up, within that time frame.  Furniture City responded "We received all the customers items on 12/5/22," but that does not mean they delivered and set it up for me by that date.  They received it at their warehouse on 12/5/22 and then called to say it wasn't going to be delivered until 12/31/22, 7 weeks after the date of purchase.  That was unacceptable to me, which the salesperson was fully aware of at the time of purchase.  The delivery consultant suggested I can go pick up the bed myself, which I did.  The refund was not a courtesy, it was legally required because otherwise they would have charged me for services not rendered.  
  
  The way this store operates is a fraud.  They purposefully mislead and deceive their customers.
  

  
  

  
  

  Business Response

  Date: 01/18/2023

  To whom it may concern,
  The customer is stating that an ETA of 2-5 weeks implies that she is supposed to receive her items delivered and set up by that timeframe,however that is not the case, the customer had even stated in her response that this is an estimated time. We cannot guarantee a specific time of delivery because we know that delays may occur. With that being said, we still did not fail to have the merchandise at the customers home by the quoted time she had mentioned. When the customer purchased from our store, she was fully aware of our policies. When the sales representative was assisting the customer, He went over the purchase thoroughly. He is required to read aloud the contract to the customer and highlight and circle the important parts of the contract, such as all sales are final and there are no cancellations or refundsas well as seller shall not be responsible for delays in delivery of merchandise occasioned by manufacture schedulingtransportation difficulty or any other cause beyond the control of the seller as shown in the signed sales invoice attached. We work with a third-party trucking company, and we cannot schedule customers for specific delivery dates. As much as we would like to please our customers we can only try and work around their schedule and deliver on days they are available. In regards to the refund, the customer chose to pick up at an earlier date rather than waiting for the delivery, which falls under the no cancellation policy on the signed sales invoice.

  Customer Answer

  Date: 01/31/2023

  I am rejecting this response because:

   

  I do not accept Furniture City's response, but we seem to be going in a circular direction so there's no point in continuing discussions.  They are blatantly wrong in their assertions, which they just keep repeating over and over.  I'd like the complaint to be on file in hopes that other consumers will be informed before doing business with them.

  
  

  Thank you,

  
  

  *******

  
  

• Initial Complaint

  Date:12/27/2022

  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.

  ON 10/23/22, I purchased 2 bedroom sets from this company. I paid them ***** and they promised to deliver the sets in 5 weeks. They delivered the first set on 11/23 and it was defective and when I asked about the second set, they told me that the sets were not complete. They even encouraged me to keep the incomplete set which I declined, the reason been that I don't have space for it. They promised to deliver the second set in 2 weeks and also to replace the defect one already set in my house but up to this moment, they have not. I call them weekly for updates and they are making mockery of my accent. They have refused to refund the money and their manager ***** once told me that this is America not Africa and that I signed a contract saying I can't cancel the order.

  Business Response

  Date: 12/28/2022

  To whom it may concern,
  When a customer purchases from our store,our sales representatives state that all sales are final and that there are no cancellations or refunds. This is later highlighted and signed by the customer on the sales invoice which I have attached a copy of. The customer is stating that we failed to deliver one of the two sets on 11/23/2022. However, this is not true. The delivery occurred on 12/01/2022 as shown in the delivery report attached and unfortunately the footboard had accidentally not been sent by the manufacturer.We offered the customer the option to keep the ********************, which was everything other than the footboard, but she declined so we took the set back to the warehouse. In regards to the time of two weeks, we had never told the customer that due to the fact that this particular manufacturer is located in *****, as well as the busyness of the holiday season. The manufacturer has the footboard we are just waiting for it to be sent so we can schedule the customer for our soonest possible delivery date. In regards to the customers claim of us mocking her, these accusations are not true and would never be tolerated by furniture city. The customer spoke to one person the day she is referring to, which was one of the ladies in our office. She did not manage to get on the phone with ***** due to her ending the call and proceeding to call the furniture city in *********** to complain to them. When *********** had informed her that they would not be able to assist her since we were a separate store she ended the call, and shortly after submitted a complaint.

   

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair 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 bought a vanity and it got here 3 months after I payed it , and it was broken and damaged and it had a lot of scratches everywhere and I called so they can give me a refund and they didnt want to give it to me. It has been 4 months after they brought it here and I have sent them messages and they havent respond to me they said I have to wait and I want my money back because I dont want to keep waiting

  Business Response

  Date: 12/27/2022

  Before any customer purchases from our store,we disclose that some delays may occur and that all sales are final and that there are no cancellations or refunds. I have attached a copy of the signed sales invoice. The customer purchased on 3/13/2022 was given an estimated time of arrival of 2-4 months which was initialed by the customer. We had received the vanity within the estimated timeframe she was given, and she was then delivered to on 7/12/22. The customer refused to sign at the time of delivery and even refused the technician that sent by the vanity's manufacturer. In cases like this where the merchandise come in defective the manufacture sends out a technician to repair the issues and if it is something that is unrepairable,we submit another claim to receive a replacement. As a courtesy we had ordered a brand-new vanity at no extra charge for the customer, we then notified the customer that since she refused the technician from the manufacturer the process would take the usual Three to Six months to order a new vanity rather than the expedited process it would take if the technician had gone to the customers home. The customer had agreed to wait, and we are expecting to receive the vanity within a week. When we receive the vanity, we will schedule the customer for our soonest possible delivery date.