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:12/13/2023

  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.

  The quality is amazingly poor. The furniture fell apart 3 days before my 1 year warranty expired. It was so difficult to get through to anyone, by the time they responded the warranty expired that day. They refused to repair it and told me to pay someone else.

  Business Response

  Date: 12/28/2023

  Good Morning,

     This customer reached out to Pilgrim via email on 12/12/23.  The customer's warranty expires on 12/13/23.  This was the customer's first complaint on this furniture set since the set up of the bed.  We did respond that they were out of their warranty in human error as we looked at the dates wrong.  We then reached back out to the customer and scheduled for a technician to go out to evaluate for and repair any manufacture defects. The technician was there on 12/21/23 and found that parts were needed to repair this bed and bring it up to manufacture standards.  We have placed this parts order and once they arrive into our warehouse we will send a technician out again to install said parts to bring the bed up to manufacture standards. 

  Thank you,

  Alison K.

   

     

• Initial Complaint

  Date:10/19/2023

  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.

  Last year we purchased at 13 peice sectional from pilgrim. In this time we have had multiple issues that the recliners in the couch needed to be fixed. The purschase price of the couch was around 15,000. On 9/18 their technician came to our home to fix the broken chair and stated the couch was not worth fixing. The quality of the fabric was terrible , he stated he was putting in a request for the couch to be replaced. Pilgrim told us they will not cover a replacement. I have asked to speak to a manager for more details and have not gotten an email response back. I have called and left a voicemail for the service department manager, Allison I have also left a voicemail for the district manager, Mr. D****. Neither have responded back. The fabric is now frying and separating which is causing tears. We bought the protection warranty. At this point I just did not know where to turn for a resolution because I can not even get a response from them. Upon further research, I have found reviews posted online where multiple people are having the same exact issue. Quality concerns with no resolution or call back. I thank you for your time. The account with pilgrim in under my fiancés name ******* **** ###-###-####

  Business Response

  Date: 11/02/2023

  Good Afternoon,

     I have provided photos taken by our technician at the time of his visit in September, along with photos the customer has sent in in October and a copy of a sample letter from the warranty company sent to every person that purchases the accidental coverage plan and our technicians report.  Pilling on fabric is not a defect but a normal occurrence from wear and tear.  Pilling is not covered under any warranty.   The customer does have a mechanical problem with one of the recliners that we are addressing and resolving.  A part is on order to make this repair and once the part arrives in we will schedule a repair technician to install the new part.   

  Thank you, 
  

  Alison 
  

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we contacted the accidental insurance company and they directed us back to the manufacturer due to the issue not being accidental. We’ve ask several times to speak with a manager or the owner. There are multiple complaints on line due to the same exact issue we are having so it’s not just us. We wouldn’t have even raised a finger to the issue of the fabric if it weren’t for the technician (who was coming to fix the mechanical issue) said the quality of the fabric was a defect. If the pilgrim technician said this why isn’t it being honored? The couch isn’t even a year old and the pilgrim website claims there’s is a one year defect warranty , this is not normal wear and tear  there are now tears on the sofa from the pilling yet it’s not covered due to it being caused by pilling. There is ovbiously a defect in the fabric for it to be doing this. Not to mention this is the 3rd mechicnal issue we have had. The quality is absolutely terrible. 

  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/11/2023

  Type:Delivery 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 a bookcase and desk for roughly $1,600.00. 1st delivery came in damaged. They offered to replace both items. I received both items damaged again. I looked at them before they even entered my home. I spoke to the service manager Jennifer who was rude and told me that that is how these pieces come in as distressed. They said no more replacements. I said that’s not distressed that’s damage. I then spoke to Anthony the store manager who told me that’s the way the business is now.Furniture comes from overseas damaged and that’s the way it is. Seriously that’s a terrible answer. Then u don’t do business with those people. You dont pass on damaged items to a paying consumer. I shouldn’t have to pay full price for a damaged item. I wanted the furniture removed and credited. I was told no refunds and that I had to purchase something else from them of which I do not want. 2 bad deliveries means a bad company product. I submitted pictures where u can see clear damage and not distressed wood. I don’t want anything else in the store. If I’m required to keep these items damaged then i should get a substantial credit for said damaged items. They told me they can send a repairman. I said why would anyone pay full price for something to have a repairman come out and fix the item a week after it is purchased.

  Business Response

  Date: 07/25/2023

  Good Morning,

     I have reviewed this claim.  The consumer purchased a desk and bookcase made out of wood.  This wood is then distressed by the manufacture to make it look more rustic or vintage.  What she is referring to as damages are actually natural wood characteristics and manufacturing distress marks put there on purpose.  Pilgrim has offered to send out a technician to confirm all of this and touch up any marks (within reason).   The technician was scheduled to go out on Thursday 7/20 but the consumer cancelled the appointment on the day of the service, it has been rescheduled to 7/28.   

   

  Thank you,

  Alison 

  Pilgrim Furniture. 

    

     

  Customer Answer

  Date: 08/01/2023

  I am still unhappy with the quality of the furniture.  They sent someone out to fix it and it still looks bad. They should give me money off of my purchase for a low quality item. 

• Initial Complaint

  Date:01/30/2023

  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 bought a couch from them bran new on May 2021 and bought the protection plan. With covid was not delivered until August 2021. IT ripped for first time within a few months and it took over 6 months to get it repaired. The tech also never hooked back up the wires and it still does not recline to this day and that ticket has been in waiting as well. Since then two more cushions have ripped and two tickets have been in for repair since 10/31/22 and when I called told me they denied claims for "normal wear and tear". I was never informed and how is that ok. I have been back and forth with them and Pilgrim almost immediately. I have been to Pilgrim showroom twice trying to resolve this and get either a replacement or refund and they have done nothing and not to hear my warranty is basically useless for a 3000$ couch that I as a LEO barely use since I work 80-90 hours a week is crazy. This is taking advantage of the consumer 100% and I want to have some course of action. what can I do before move forward?

  Business Response

  Date: 02/09/2023

  To whom it may concern:

  We are very sorry you are dissatisfied with the service you were provided through the protection company. We do not provide that service. This is an outside company, similar to an insurance plan that you purchase for accidental protection on a car. That insurance plan would not cover wear and tear to the car, just one time, in the moment damages, as explained on the protection tear off sheet you are provided at the time of purchase of your furniture.
  
  Your sales history shows your furniture was delivered in May of 2021, and the next transaction in your history with us, is for a parts request from the protection company in May 2022, an entire year later. We have no record of any repairs, or problems with your furniture in the first year. Unfortunately, this is something that is outside the scope of what Pilgrim Furniture Company has done, or has control over. If the protection company has repaired your furniture multiple times, and has deemed current claims normal wear and tear, two years into ownership, we are unable to dispute their technician's findings.
  
  We do have an outside technician who may be able to assist you further. His name is Romel L**** ###-###-####.
  
  Thank You,
  
  Pilgrim Furniture
  Customer Service

  Alison

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this couch set has been an issue months after having it delivered it took over 6 months for a part to come in to fix the first issue and it just continues to happen from cushion to cushion. This is not wear and tear as they may like to claim as I am not even home to use this couch working 80 hours a week. I have been to Pilgrim multiple times in person to try to get this resolved and was given the run around. I contacted the warranty company and they have also given me the run around for months and months to then tell me after me trying to get through it is not covered now after covering one. This is insane. The couch has been issues and they have refused to help us since the start and expect us to have paid over 3000.00 for a product that looks as is it does. I want some other resolution to this ongoing problem as we just keep getting pushed off and ignored by this big company. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/30/2023

  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 a “custom made Amish table” from Pilgrim. Waited 3 months, which was fine, but then tabletop arrived damaged and a chair damaged. Requested reimbursement and was told they would replace both. Fine. 3 months later went to exchange and tabletop was in worse condition than original. And we were told it was the wood grain. It most definitely was not. In the meantime, all the chairs and table legs have paint peeling. This is not the quality we expected from an Amish made table, that we paid a significant amount of money for. Wanted a refund or an exchange of the set and they gave us $250 which doesn’t come close to the $6000 we paid. Customer service was awful aside from Charlene who authorized the $250. We paid for extended warranty and was told it didn’t cover the exchange??? Such an awful company and experience.

  Business Response

  Date: 01/30/2023

  Good Afternoon,

     Ms. ****** purchased a real wood dining table and chairs from one of our America made manufacturers. She picked up her merchandise from our warehouse on 8/27/22.  This table and chair set consists of a stained and painted wood finish.   Ms. ******* notified us shortly after pick up that her table and a chair was damaged.  We immediately entered an exchange for these items.   They were on back order for several months, once they arrived into our warehouse we contacted the customer.  We offered the customer a discounted delivery rate to do exchange via delivery which the customer accepted and decided to do.  Once the exchange was scheduled the new items were inspected by three different Pilgrim employees to ensure there were no manufacture defects on these new items going out to the customer.  There were not.  With real wood products natural graining will cause the wood to take stain differently.  The customer refused the new table and chair at time of delivery due to staining variations and wood graining.  We offered another exchange or an allowance of $250.00 to keep her original items as-is with the damages, she said she would have to think about it and get back to us. At this point in time the customer then brought to our attention that she was not pleased with the entire set that she picked up in August.  We requested she send in photos of the set which were then forwarded to a representative for the manufacture.  He reviewed these photos.  He found no evidence of manufacture issues but could be accidental damages or wear as the items have been in her home since August 2022.  We informed the customer of this and suggested they reach out to the extended warranty company to start a claim.  When we called to schedule the exchange of the table and chair again the customer then decided to take the allowance of $250.00 and keep her items as-is.  She was also refunded for her delivery fee of $95.66.       

  Thank you,
  

  Alison 

   

   Please see below and attached document for more information about natural wood products. 

    Wood products exhibit variations in grain and color due to the variety of characteristics that make wood products distinct and unique. Variations in color and grain pattern can be caused by the minerals in the soil in which the tree thrived. The beauty of natural wood is derived from the fact that no two trees are identical. Wood cut from one part of a tree will appear different from wood cut from other parts of the same tree. Some of these differences are grain pattern, grain color, knots, pinholes, and sap runs. Each piece of wood reacts differently to all finish materials, including white and all transparent stain colors, due to the natural variations in the wood. All wood mellows and changes with the light that comes in contact with wood. 

   

• Initial Complaint

  Date:09/28/2022

  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.

  Bought a new couch set on 5/30/2021. Couch delivered late august. Began to have damage on all seat backs by January. Filed claims with the company we paid for extended warranty. Took months back and forth and they finally fixed the loveseat in June but did not fully fix the wires as now it doesn't recline properly. Filed second claim for the sofa which also had 2 backs ripping from where people sit on 5/6/2022. Still has not been repaired and we have tried to get them to take this back as it is over 3000$ and should not need repairs like this in under a year. They refuse and say we need to fix it. We went to Pilgrim twice and got no where, spoke to the warranty company and got the run around. The couch is already looking the same on the fixed loveseat so in no time it will be ripped. I live alone and only have my children 3 days a week, the other 4 days I work 6:30 am- 1:00 am in corrections so I am not even home. This to me is unfair and I am wanting them to allow me to return it for a refund. What recourse do I have? I can file a claim in court but I want to see what we can do here for me.
  ***** ******* ** ****** *** ******** ** ****** ************
  Pilgrim Furniture City *********** ** ** ****** *****

  Business Response

  Date: 10/12/2022

   

  Pilgrim Furniture and Mattress City offers a one year warranty on Manufacture defects only.  Mr. ******* is utilizing the accidental coverage plan(5 Star Service Platinum Furniture Warranty)  that he purchased at the time of sale. He put a claim in on these items and 5 Star Service sent out a technician to evaluate these items.  Said technician deemed this damage was an accidental damage not a manufacturing defect.  We have explained to Mr. ******* that if he hasn't gotten all of his parts or needs more assistance he must contact a manager at 5 Star Service directly.  I have also sent an email on Mr. ********* behalf to 5 Star Service to reach out to this customer about his frustrations.  

   

  Thank you,

  Alison

  Operations Director 

  Pilgrim Furniture & Mattress City 

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have reached out to the business directly before even contacting the warranty company to which they told me they will not help me and I need to contact the warranty company. I did contact the warranty company they came out six months later to fix the original issue for seat backs are ripped that tells me that this couch set is very poor craftsmanship and we paid $3000 for it so my concern and issue is I am still paying on a couch that that has rips in it where it’s replace it’s already starting to show that it’s gonna rip again how is that fair to me as a consumer who paid a lot of money for a couch that that looks terrible not even a year later. I am asking for them to take back the couch and let me out of payments that are still owed on it I do not want money back for what was already paid for it but I do not want to continue to pay for a couch set that is going to be a continuous problem for me I do not have time for it and it is not OK with me. I am also planning to reach out to my bank and see what I can do on that end because I bank with the same bank that has my financing through Pilgrim. There’s a simple resolution to this but they are being difficult I can’t get a return phone call back I’ve been to Pilgrim in person twice and they keep redirecting me to different people who all direct me to other people I’ve been given the constant runaround. I do not believe I am asking for a lot I don’t think anyone in that company would want to have that furniture in their home that was  DDamage so quic damaged so quickly after purchasing it. The couch that wasn’t even delivered to my home until the end of August it started showing problems in January I put a claim in in April and I got no help with that either. I do not feel like I’m asking for a lot
  
  
  Sincerely,
  
  
  
  ***** *******