Complaints

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

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  NY Furniture Outlets

  7607 Girard Ave La Jolla, CA 92037

• 

  NY Furniture Outlets

  7310 Miramar Rd Ste 400 San Diego, CA 92126-4222

• 

  NY Furniture Outlets

  401 University Ave San Diego, CA 92103-3115

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:01/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 placed an online order on October 12th, 2024 for a *************************************** Sofa and Swivel Chair Furniture of America *********** from NY Furniture Outlets for a total of $3,805.32. On Tuesday, November 5th I only received the *************************************** Sofa and not the Swivel Chair. I tried to contact the company via email and phone and was not able to make contact, even their website was taken down. So I contacted the financing company ********** and they opened a dispute and two and half weeks later more or less they came back in favor of the merchant. After going back and forth with the financing company filing another dispute for forcing me to pay for something I never received, they once again favored the merchant. I felt their decision was not fair and I stated that I would only pay for what I received, they pretty told me that they had already paid the merchant since I had signed when they delivered the sofa, and refusing to pay will only affect my credit. I since have brought the ****** account current and continue to make payments. I now realize I will not get any help from them, right or wrong they favor the merchant. I continue to make attempts to contact the merchant and each time it's always the same I select the claims department after dialing and I get a recording to leave a message. Although I have tried selecting the sales and customer service departments with the same result, a recording will ask that I leave a message or it will say there's no one to take the call and to call back. Ultimately, all I wanted was to get a refund from the chair or receive the chair. But, I've come to the realization that I've been scammed to pay more for something not worth $3,805.

• Initial Complaint

  Date:06/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 purchased a 4 post king size bed through NY Furniture Outlets aka Nationwide Furniture on 04/19/24 for $3,579.00 which was paid on this date through my DCU Debit card. DB Debit 04-18-2024, ********** CALIFORNIA D *********** **, AUTH #******. It was delivered white glove delivery service on 05/04/24 in four boxes that were previously opened and retaped. Upon inspection of the bed, there was no hardware included in the boxes to put the bed together, the feet of the bed were different than the bed what was advertised on the website. The website show mirrored feet and the feet delivered were painted gray. The feet and bottom foot board showed signs of wear and tear, some of the bolts and screws were in the tail board on one side but not attached as if the bed had been put together before. The other hardware to put the bed together was totally missing. As a result of these findings, I refused the shipment/delivery. The delivery company (Metropolitan Furniture Company) called NY Furniture to inform them of the refusal of delivery on this day. They sent pictures of the boxes and bed and sent them to NY Furniture. I refused the bed and never had the bed in my possession. I called NY Furniture several times Saturday with no answer or call back. I finally reached customer service on Monday 5/06/24. The rep stated they could redeliver the bed with the missing hardware but I refused the redelivery as the feet on the bed were not the ones represented on the website and showed signs of wear thus I did not want the bed. The bed was returned. The rep said I would be charged a 20% restocking fee and shipping and handling fees which were only supposed to be charged had we accepted the delivery and they would have to come back to pick up the bed. I filed a dispute with NY Furniture on 5/6/24. We have been back and forth several times via phone conversations and emails with no resolve. I am still waiting for my full refund more than two months later. Several bad reviews inline.

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 DINING SET FOR ******* IN AUGUST 23RD OF 2023. THE FURNITURE DELIVERED WAS NOT FUNCTIONAL, WHITE GLOVE ASSEMBLERS COULD NOT PUT THE FURNITURE TOGETRG BECAUSE OF DEFAULTS WITH THE FURNITURE. FURNITURE RETURNED. THE SECOND DELIVERY AND THE FURNITURE DID NOT ALIGN DUE TO DEFAULTS WITH THE FURNITURE AND RETURNED A SECOND TIME. THE THIRD SELIVERY NEVER OCCURRED. I REQUESTED A REFUND. I NOTIFIED THE COMPANY INFORMING THE COMPANY THAT I WANT A REFUND, DO NOT SEND A THIRD SET, AND TO SEND A REFUND. THE MANAGER ***** WROTE AND STATED I MUST SIGN WITH MY BANK AND REQUEST A DISPUTE. I AM REQUESTING A REFUND. ***** STATED THE COMPANY HAS NO MEANS TO REFUND MY MONEY.

• Initial Complaint

  Date:02/17/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  They delivered a love seat and while taking out of the box and removing the plastic coverings, and were wildly slashing the material with boxcutters and sliced the leather on the couch.I have made numerous attempts through email and texts and phones to no avail.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In May of 2023, I purchased a new house and wanted to furnish it with nice Furnitures. I purchased Furnitures from NY furniture outlets for well over $ 50K, which include a dining room, a living room, a sectional, a bedroom set, and a table set. From the time I started dealing with the company, the manager, *****, was very rude and even hang up the phone on me a couple of times. NY Furnitures outlets charged me $ ***** for a sectional that was supposed to be a 100% Italian leather. When I received the furniture, to my surprise, they sent mismatched pieces for the sectional. I made the first attempt to call and spoke with ***** about the situation, he again hung up the phone and refused to *************. I have been dealing with ****************, who has been playing me since July. At first, she wanted to send me something of lesser quality and different color. After I refused, she claimed I must pay for the shipping coming from another country, which I'm not even sure which country she's referring to. I refuse to pay shipping again, since I had already paid shipping and white glove delivery. Since the company messed up, they need to pick up the shipping. From July until now, January ****, I can never get an answer on if and when I'm going to get the furniture that I paid for. If they refuse to either refund my money or give me the right furniture, my next step will be to retain an attorney. I will warn as many people as possible from buying from this creepy company.

• Initial Complaint

  Date:10/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered furniture sometime in March, 2023 totaling $18,500 for my new home. Upon delivery, several pieces of the furniture were damaged including damage of my newly coated/polished wooden floor. I reported this events to the business and immediately filed a claim. The business admitted their fault and responded with shipment of a replacement sofa which unfortunately still got damaged by the shipping carrier. I filed a follow-up claim to address the issue but NY Furniture Outlets went silent. It is months after and I have notbheard back after repeated follow-up calls and emails.I want a partial for the damaged furniture which amounts to $7,250 or complete return of all shipped furniture for a full refund of $18,500.

• Initial Complaint

  Date:04/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** (**********) *****, and I highly appreciate your assistance and kind support in helping me recover the amount of $********.I placed two orders at an online store at ********************************* totaling $ ********, which I paid for By Credit Card. The following information contains the documented declaration of the items I ordered, the delivery dates, and the shipping conditions of the goods, as well as the statements provided by AAA ****** Transportation, The Contractor in charge of the delivery of the goods.Furthermore, I have additional information and proof concerning the following complaint against NYFO and I will provide them if required.???1. On May 18, 2022, I placed a purchase order online at *********************************. The order represents a Hutch/Cabinet.I paid $2,550.00 plus an extra $279.00, opting for The ***** ********************** for The Hutch/Cabinet. I Paid a total Price of $ ******** by Credit Card.From May 18, 2022, until now, NY Furniture Outlets, **** attempted to deliver The Same Hutch/Cabinet twice. In both circumstances, The Same Hutch/Cabinet delivered by NYFO was highly Defective.I rejected The Same Hutch/Cabinet both times due to being exceedingly defective.The first delivery of The Hutch/Cabinet was On July 19, 2022, and it arrived Severely damaged. There were visible watermarks, dents, cuts, and holes on Each Carton Boxes.One Carton Box, in particular, was severely damaged and wrapped around with black plastic only to keep The pieces together from falling apart. On July 20, 2022, I filed a claim with ********************* and Services; I emailed the photos and explained The damages. I also Called and spoke with *********************.********************* was permanently very insulting.********************* did not allow me to express my concerns and interrupted me repeatedly; she always talked over me.********************* wanted to avoid paying storage fees to AAA ****** Transportation for keeping The Hutch/Cabinet in their Warehouse. ********************* inquired about my accepting the storage of The Hutch/Cabinet in the garage of my property as a favor to help her. ********************* mentioned that she was going to remove it after one week. I refused ************************* proposal, and she got distraught; she raised her voice in anger. From August 26, 2022, to September 4, 2022, I exchanged emails back and forth with AAA ****** Transportation concerning the furnitures condition. NY Furniture Outlets, **** contracted AAA ****** Transportation to deliver The Hutch/Cabinet to my home address.On September 4, 2022, I received a call from *********************** of AAA ****** Transportation.*********************** informed me the Hutch/Cabinet is in his Warehouse and is severely damaged. *********************** asked me if I still wanted to receive a defective Hutch/Cabinet.Due to the severe damage, I declined the delivery over the phone.Also, *********************************** from AAA ****** Transportation stated in an email: This shipment was shipped with the furniture overhanging the pallet, which is a direct result of the damage to the mirror.On September 6, 2022, I filed a claim with ********************* and Services.I emailed the photos to *********************, Services, and explained The damages.On October 3, 2022, I sent ********************* and the Services an email asking For a total refund of $********.I have received NO response from ********************* and Services since October 3, 2022.I request a total refund of $ ******** as soon as possible. NY Furniture Outlets, **** has no legal authority to keep the $ ******** of my money. 2. On June 8, 2022, I placed a purchase order online at ********************************* The order represents a Bedroom Set ********, containing one queen **** two nightstands, a dresser, and a mirror.I Paid a total Price of $ ******** By Credit Card.I paid The amount of $1,406.59, which represented a Credit balance resulting from my previous purchase of a Sofa.I had to return to The Sofa because the measurements exceeded my threshold.In addition to the Credit balance of $1,406.59, I paid an additional $2,672.41.I also paid an extra $279.00, opting for the white glove delivery service for The Bedroom. I Paid a total Price of $ ******** By Credit Card.From June 8, 2022, until now, NY Furniture Outlets, **** attempted to deliver The Same Bedroom Set twice.In both circumstances, The Same Bedroom Set delivered by NYFO It was highly Defective.I rejected The Same Bedroom Set both times due to being exceedingly defective.The first delivery of The Bedroom Set was On September 23, 2022, and arrived severely damaged.On September 27, 2022, I filed a Claim with ************** and Services.I documented The damages by taking pictures of the Boxes showing watermarks, dents, cuts, and holes and emailed them to ************** and Services, and I also followed up by phone.On October 6, 2022, ************** and Services responded to my Claim: The carrier is working on providing pictures of the rest of the items.In the middle of December 2022, after an extended period, ************** resumed communication with me Via email.************** acknowledged that The Same Bedroom Set has been sitting in the Warehouse since September 23, 2022.************** and Services urged on the re delivery of The Same Bedroom Set that had been sitting in the Warehouse since September 23, 2022, and insisted it is in good condition. On January 3, 2023, I sent an email to ************** and Services, and I expressed my concerns about the damages.I communicated my concerns about The Same Bedroom Set when sitting in The Warehouse since September 23, 2022, exposed to humidity, can expand and begin to deteriorate, and It may grow mold. On January 4, 2023, ************** and Services responded: The items have been stored in the carrier's warehouse, we have aid storage fees to have them hold the order.At that point, it became clear that ************** and Services owed storage fees to the Warehouse.************** Accused me of not being flexible, and I had to accept the delivery because The Same Bedroom Set was in good condition.On January 19, 2023, The Same Bedroom Set, delivered previously On September 23, 2022, arrived at My house for the second time sustaining more damage. In One box, I found The Nightstand wholly damaged on the sides, and the marble top was severely broken into pieces. Also, the legs of The Nightstand were broken down.In another box, I found The Dressers marble top glued together at one corner; it indicated a previous repair to conceal the damages.The Boxes, some partially open, some indicating watermarks, dents, cuts, and holes, were heavily wrapped in plastic to hold them Together. I heard the broken parts moving around in the Boxes; everything inside was highly damaged.On January 20, 2023, I filed a claim with ************** and Services; I emailed the photos and explained The damages.On January 20, 2023, I asked ************** and Services For a total refund of $********.On January 25, 2023, ************** and Services responded:Once an order has left the manufacturer's warehouse they charge a 20% restocking fee and the shipping cost to ship it to you and to ship it back to them to return or cancel an order. According to NY Furniture Outlets, ****, Once an order has left the manufacturer's warehouse, they charge a 20% restocking fee and the shipping cost to ship it to you and ship it back to them to return or cancel an order. I request a total refund of $ ******** the soon as possible.NY Furniture Outlets, **** has no legal authority to keep the $ ******** of my money. The two online orders from ********************************* represent a total amount of $********, paid by me with the Credit Card.I Paid a total Price of $ ********, By Credit Card.Furthermore, I reviewed the order agreement; it appears that NY Furniture Outlets, **** indicates two conditions in the contract.One condition oversees The Cancellation Of Shipments, and the second manages The Return Of Merchandise. Neither situation is accurate nor applicable, neither of which entitles NY Furniture Outlets, **** to any re-shipping fees or restocking fees for refused and damaged furniture.The first policy relates to NY Furniture Outlets, ****'s Cancellation Policy. Under the terms of this policy, a 20% restocking fee and re-shipping charges apply if a party cancels their order and the order has already shipped.The second policy relates to NY Furniture Outlets Inc.'s Return Policy. Under the terms of this policy, a 20% restocking fee applies to items returned after the items have been shipped/ produced.Both policies assume that the goods are not Canceled or Returned because they are not Damaged.As indicated above, this is not a situation in which I changed my mind and canceled my order. Furthermore, this is not a situation in which I decided that I did not like the furniture and/ or no longer needed it and chose to attempt to return it for a full refund.Unlike the situations above, I am not attempting to return accepted, non-defective, non-damaged merchandise to NY Furniture Outlets, **** On the contrary, I never accepted delivery of the damaged furniture because the goods, as tendered, were non-conforming goods.********* Law on this issue is quite clear.********* has adopted the Uniform Commercial Code, outlined in the ********* Annotated Code.Tenn. Code. ***. 47-2-601, provides in relevant part as follows: 47-2-601. Buyers rights on improper delivery...... unless otherwise agreed under the sections on contractual limitations of remedy, .... if the goods or the tender of delivery fail in any respect to conform to the contract, the buyer may: (a) Reject the whole;Tenn. Code. ***. 47-2-601(c), goes on to provide that a buyer has no further obligations with regard to goods rightfully rejected.Nowhere in the contract between NY Furniture Outlets, **** and myself have the buyers remedies been agreed to be limited. Consequently, 47-2-601 applies in full and governs the party's rights in this matter as it relates to NY Furniture Outlets, **** delivering non-conforming goods to me.There is no question that the goods as tendered were damaged, non-conforming goods. Pursuant to 47-2-601 to Tenn. Code ***., I promptly and rightfully rejected the delivery of the goods as non-conforming. Consequently, pursuant 47-2-601(c) of Tenn. Code ***., I have no further obligation with respect to the rejected goods and I am entitled to a full and prompt refund of the purchase price of the aforementioned goods, in the amount of $********.In that regard, demand is hereby respectfully made that NY Furniture Outlets, **** provide me a complete refund of $******** by providing a certified check made payable to Gheorghita (Geta)*****. Thank you.

• Initial Complaint

  Date:04/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** (**********) *****, and I highly appreciate your assistance and kind support in helping me recover the amount of $********.I placed two orders at an online store at ********************************* totaling $ ********, which I paid for By Credit Card. The following information contains the documented declaration of the items I ordered, the delivery dates, and the shipping conditions of the goods, as well as the statements provided by AAA ****** Transportation, The Contractor in charge of the delivery of the goods.Furthermore, I have additional information and proof concerning the following complaint against NYFO and I will provide them if required.?1. On May 18, 2022, I placed a purchase order online at *********************************.The order represents a Hutch/Cabinet.I paid $2,550.00 plus an extra $279.00, opting for The ***** ********************** for The Hutch/Cabinet. I Paid a total Price of $ ******** by Credit Card.From May 18, 2022, until now, NY Furniture Outlets, **** attempted to deliver The Same Hutch/Cabinet twice.In both circumstances, The Same Hutch/Cabinet delivered by NYFO was highly Defective.I rejected The Same Hutch/Cabinet both times due to being exceedingly defective.The first delivery of The Hutch/Cabinet was On July 19, 2022, and it arrived Severely damaged. There were visible watermarks, dents, cuts, and holes on Each Carton Boxes.One Carton Box, in particular, was severely damaged and wrapped around with black plastic only to keep The pieces together from falling apart. On July 20, 2022, I filed a claim with ********************* and Services; I emailed the photos and explained The damages. I also Called and spoke with *********************. ********************* was permanently very insulting.********************* did not allow me to express my concerns and interrupted me repeatedly; she always talked over me. ********************* wanted to avoid paying storage fees to AAA ****** Transportation for keeping The Hutch/Cabinet in their Warehouse. ********************* inquired about my accepting the storage of The Hutch/Cabinet in the garage of my property as a favor to help her. ********************* mentioned that she was going to remove it after one week. I refused ************************* proposal, and she got distraught; she raised her voice in anger.From August 26, 2022, to September 4, 2022, I exchanged emails back and forth with AAA ****** Transportation concerning the furnitures condition. NY Furniture Outlets, **** contracted AAA ****** Transportation to deliver The Hutch/Cabinet to my home address.On September 4, 2022, I received a call from *********************** of AAA ****** Transportation.*********************** informed me the Hutch/Cabinet is in his Warehouse and is severely damaged. *********************** asked me if I still wanted to receive a defective Hutch/Cabinet.Due to the severe damage, I declined the delivery over the phone.Also, *********************************** from AAA ****** Transportation stated in an email: This shipment was shipped with the furniture overhanging the pallet, which is a direct result of the damage to the mirror.On September 6, 2022, I filed a claim with ********************* and Services.I emailed the photos to *********************, Services, and explained The damages.On October 3, 2022, I sent ********************* and the Services an email asking For a total refund of $********.I have received NO response from ********************* and Services since October 3, 2022.I request a total refund of $ ******** as soon as possible. The order represents a Bedroom Set ********, containing one queen **** two nightstands, a dresser, and a mirror. I Paid a total Price of $ ******** By Credit Card.I paid The amount of $1,406.59, which represented a Credit balance resulting from my previous purchase of a Sofa. I had to return to The Sofa because the measurements exceeded my threshold.In addition to the Credit balance of $1,406.59, I paid an additional $2,672.41.I also paid an extra $279.00, opting for the white glove delivery service for The Bedroom. I Paid a total Price of $ ******** By Credit Card.From June 8, 2022, until now, NY Furniture Outlets, **** attempted to deliver The Same Bedroom Set twice. In both circumstances, The Same Bedroom Set delivered by NY Furniture Outlets, **** It was highly Defective.I rejected The Same Bedroom Set both times due to being exceedingly defective.The first delivery of The Bedroom Set was On September 23, 2022, and arrived severely damaged.On September 27, 2022, I filed a Claim with ************** and Services.I documented The damages by taking pictures of the Boxes showing watermarks, dents, cuts, and holes and emailed them to ************** and Services, and I also followed up by phone.On October 6, 2022, ************** and Services responded to my Claim: The carrier is working on providing pictures of the rest of the items.In the middle of December 2022, after an extended period, ************** resumed communication with me Via email ************** acknowledged that The Same Bedroom Set has been sitting in the Warehouse since September 23, 2022. ************** and Services urged on the re delivery of The Same Bedroom Set that had been sitting in the Warehouse since September 23, 2022, and insisted it is in good condition. On January 3, 2023, I sent an email to ************** and Services, and I expressed my concerns about the damages.I communicated my concerns about The Same Bedroom Set when sitting in The Warehouse since September 23, 2022, exposed to humidity, can expand and begin to deteriorate, and It may grow mold.On January 4, 2023, ************** and Services responded: The items have been stored in the carrier's warehouse, we have aid storage fees to have them hold the order.At that point, it became clear that ************** and Services owed storage fees to the Warehouse.************** Accused me of not being flexible, and I had to accept the delivery because The Same Bedroom Set was in good condition.On January 19, 2023, The Same Bedroom Set, delivered previously On September 23, 2022, arrived at My house for the second time sustaining more damage.In One box, I found The Nightstand wholly damaged on the sides, and the marble top was severely broken into pieces. Also, the legs of The Nightstand were broken down.In another box, I found The Dressers marble top glued together at one corner; it indicated a previous repair to conceal the damages.The Boxes, some partially open, some indicating watermarks, dents, cuts, and holes, were heavily wrapped in plastic to hold them Together. I heard the broken parts moving around in the Boxes; everything inside was highly damaged.On January 20, 2023, I filed a claim with ************** and Services; I emailed the photos and explained The damages. On January 20, 2023, I asked ************** and Services For a total refund of $********.On January 25, 2023, ************** and Services responded:Once an order has left the manufacturer's warehouse they charge a 20% restocking fee and the shipping cost to ship it to you and to ship it back to them to return or cancel an order. According to **** Once an order has left the manufacturer's warehouse, they charge a 20% restocking fee and the shipping cost to ship it to you and ship it back to them to return or cancel an order. I request a total refund of $ ******** the soon as possible.The two online orders from ********************************* represent a total amount of $********, paid by me with the Credit Card.I Paid a total Price of $ ********, By Credit Card.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 September 8, my wife and I bought a 3 piece furniture set. The total cost was $4,418.68.The furniture was delivered on October 13.Upon delivery:Two of three pieces arrived with half the packing ripped off. The delivery men said they had to take the remaining packing off before they could bring them in. Once inside, we noticed the entire back leg of the sofa was missing (broken off). When it was put on the floor, it scratched my hardwood. All the legs were sticking out (o all pieces) and were also scratched. ************* was missing one of the the cloth pieces that lay over the arm and also the screws for its assembly. I called immediately, and the women I spoke with **************, told us to reject the sofa with the broken leg, and she would work on getting a repair man at our house to fix the scratches, and she would work on the sofa. I explained to her that I would rather just return it.She told me I had to go through the repair process before I could return it. So I agreed.They re-sent us the exact same broken couch. The one with the missing leg. A few days later, a "new leg" had arrived. I tried to call ***** several times, she wouldn't return my calls. I also emailed her and I got blown off on more than one occasion. I have copies of all these emails.2 months later the repair man came out. He put spray paint on my furniture. I didn't buy brand new furniture (for thousands of dollars) only for it to have a broken leg re-attached and then spray painted. They could have at least replaced the entire couch.A few days later, the same leg is crooked and sits at an angle.They are refusing to let us return the furniture. When originally asked about the return policy, I was informed that I had to go through the repair process, which I did. ***** is telling me I can't return it because I don't have the original packing. This was not mentioned the day it was delivered when I called and asked about the return policy. The packing was also half missing.

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order for a top grain leather sectional on 4/7/22. My furniture was delivered on 6/15/22. On 8/7/22 I noticed tears in the seem/leather of 2 of the recliners and emailed the company to advise of this issue. I did not receive a response so I called on 8/8/22 and spoke to *****. She stated she would set up a warranty claim with the manufacturer and get back to me in 1-2 days. I advised I was not interested in a repair or replacement because I do not think these are top grain leather couches as described. She advised she would still set up a warranty claim with them and let me know what they say. On 8/11/22 I sent a follow up email requesting a response. ***** advised that the manufacturer would send replacement parts. I again stated I was not interested in replacement parts because that part of the couch cannot just be replaced. I also pointed out that in the description on their website it states the couch should have a drop down coffee table and it does not. She said she would look into that and requested additional pictures, which I sent. On 8/15/22 I followed up via email and phone and again explained I did not want replacement parts and that I would like a refund and to return the furniture as it did not meet top grain leather quality standards. ***** advised she could not do that, so I asked to speak to a manager. She advised one was not available and would have one call me next day. I have yet to hear from a manager. ***** insists via email on 8/17/22 that I have received the couch with the described drop down coffee table however she is referring to the love seat center storage, which I emailed her back to explain and I have not gotten a response as of today. I would like a full refund for $2980 because these couches do not meet quality standards of true top grain leather quality and they are not as fully described on their website.