Complaints

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

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  Sims Furniture Galleries, LLC

  1505 W Jefferson St Brooksville, FL 34601-2418

• 

  Sims Furniture Galleries, LLC

  205 E Gulf to Lake Hwy Lecanto, FL 34461-9390

• 

  Sims Furniture Galleries, LLC

  18803 US Highway 19 Hudson, FL 34667-6694

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:03/18/2025

  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.

  bought this chair, had it a few weeks and the right side when sitting in it is sagging. called them and they wanted to charge me $100.00 to come and look at it. they finally said ok we will look at it for free. man came, saw it said it just needed mor stuffing so he stuffed it. after a few weeks it has happened again. hard to sit in it as you fall to the one side, very uncomfortable to sit in and I have a back problem do not walk very well and I am 80 yrs old. I needed a recliner to sit in to help my back and also my swollen feet from my congestive heart failure. this is not working and they want to charge me for him to come back and stuff it again. that is not working. want a replacement of the chair.

  Business Response

  Date: 03/26/2025

  Our recrods show chair was bought on 1/11/25 and pick up was on 1/14/25.The customer chose not to have chair delivered and it was picked up at the retail location. Customer contacted our service department nearly one month after someone picked up the chair and service was scheduled for 2/14/25 after customer called in with concerns for chair. Customer stated chair was leaning on the left side. After an evaluation, it was detemined that the frame did not have an issue and the repairman added stuffing. It is in his notes that customer said the chair was uncomfortable but she didn't try it before she bought it. The customer was not charged anything for the service call. That is the last contact from the customer. We have no record of another call about the chair.

  The customer should call customer service at ************ and our respresentative will discuss what options there are to resolve this issue.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23064161
  
  I am rejecting this response because:I do not agree with th3m.  I bought the chair on January 11, 2025 off the floor. I took it at the same time as my friend was with me with her truck.after having the chair a few weeks I noticed the chair deat was lobsided. I took a picture of it and returned to the store to show her,  She said because I took the chair instead of deliver for $100.00 it was not covered because they had no idea what we did with the chair on tt/e way honme but if I paid $100.00 some one could look at it and tell me how much to fix it,  I said I would not pay for a new chair which is under warranty to do that  after a few days she called me and said some one would be out to look at it.  I sais I was not paying foe that but the man came out anyway.  He said as long as he was in the area he stopped by.  he took two kitchen trash bags full of shredded foam and stuffed the ******** was higher than the other side but after tdo weeks it was just like before.  I can not use the chair because sitting kopsided hurts ny back so I can not use it without putting my back out.  something is wrong with it whether it be a defect or what but they can not fix it to last..  I know they can send it back to manufacturer for credit and I would like a refund of the item.  they would not be out any money on their part as the manufacturer willl credit them also.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/10/2025

  As stated in the first reply, the customer should call our *************************** at ************ to discuss the options that are available. Customer has not called as of today.Our representative will explain what can be done for the customer. The customer was not charged for the service visit/repair. The customer did not report any issue to our *************************** after the repair in February. Warranty information can be provided by our *************************** and should be discussed with them. The matter cannot be settled through responses on this website.

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/03/2024

  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.

  My car broke down in the middle of the Commercial way. I was able to park it in the last parking spot furthest from The store. There were 0 tow away divns n I left a note. They did not folllw correct laws . They did not file a police report kr anything. They illegally unlawfully towed my car. It costs $600 to get it back. Not okay

• Initial Complaint

  Date:04/10/2024

  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 bought ************* on 1/5/2024. It was delivered on 1/10/2024. I called for some warranty work. They promptly came and looked at *************. The repairman stated it had a bent piece and would have to order the piece and then come back and replace it.Its been several weeks and I have no response. I have called them and left my message twice and still no response. I just want someone to contact me and give me a heads up.

  Business Response

  Date: 04/13/2024

  ****************, Your messages have been received and are awaiting someone to research your request and respond to you. Unfortunately, there has been a staffing issue in the office that is trying to be resolved. I assure you that you have not been forgotten and as soon as it is possible you will be contacted with an answer. We sincerely apologize for this inconvenience and are doing our best to get the office back up and running.  

  Customer Answer

  Date: 04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** will wait for future correspondence and will only lodge another complaint if nothing is done in a reasonable time. At the very least, Please have **** "keep me in the loop."
  
  Sincerely,
  
  ******** Counts

• Initial Complaint

  Date:01/03/2024

  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.

  Bought 3 piece set in September, leather with leather match. The leather match is paper thin and peeling off in several areas. I called and someone came out and I was told you must have hit it with the vacuum, nothing we can do. Since, I have found several other areas. This was not inexpensive furniture but clearly is cheaply made and is not what it was made out to be. I love the furniture but cannot live with the defects. How bad will it be in 6 months if it is this bad now?

  Business Response

  Date: 01/15/2024

  Customer purchased ******************** on 8/24/23. Delivery was completed on 9/22/23. Customer notified customer service that the piece in question was accidentally hit by a vacuum cleaner and leather was coming off. A service call was set up and completed on 12/29/23. When our service technician was there he found that he could not repair because the customer had tried to glue it together and he could not offer any assistance because he would not be able undo what had been done with the glue ********* match it. The customer called in again on 1/4/24 and according to our notes stated her husband had hit the sofa with a ****** and now furniture was peeling. The Terms of Sale located on the back of the invoice states that warranties do not cover damage due to abuse, misuse, or accidents, Unfortunately, because the customer used glue trying to repair it before ************** saw it, this nullified any chance we had to assist with a repair. An option the customer has is to purchase the material needed from the manufacturer and we can suggest an outside company that *** be able to complete the repair.  

  Customer Answer

  Date: 01/15/2024

  No, I did not say I hit it with vacuum; you did. I did glue, with ******, to keep from losing paper thin layer of whatever this is you call "leather match". I have had to glue multiple times to keep from losing this flimsy piece. Since then, I have found other pieces on same piece of furniture flaking away. I have not glued this and no one has come to look even though I made them aware and they said they would "see what they could do for me." Clearly, what they can do is sell me cheap furniture for top dollar and then blame me for damage. Seriously, per them, it can't withstand a vacuum??? I stand by mu request that they do something to make this right. 
  Complaint: 21078812
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/12/2023

  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.

  8/16/22 I am 75 a war veteran and I am having a very hard time trying to solve this problem. I bought a recliner chair for $734.74 which is still under warranty, the fabric is wearing out or falling apart, at the time I only had the chair 2or 3 months. I went to the store explained , they told me there's nothing they can do and directed me to call the main office and talk to (*****) she was in charge. I explained the problem she was very rude and the first thing she said was, well you had the chair for months. Then she said she would send someone out to fix the chair or at least look at it well no one came. This has been going on for months. She keeps telling me next week, I wait all day ( no show- no call.) Now when I call she puts me on hold for long time and when I ask her why her man doesn't show up or call me and let me know if he is coming or not, she try's to out talk me and tell me how busy she is and she doesn't need any more aggregation. I just talked to her yesterday and I asked her why are we having all these problem when no one has even looked at the chair, I told her I live 10 minutes away. I think she's trying to stall the warranty is for one year. This makes me wonder how many other seniors have had this problem Please help Thank You, ******************* PS even if she offered to replace the chair the fabric is falling apart, extreme poor quality

  Business Response

  Date: 02/08/2023

  The date of purchase was 8/16/22 and the delivery date was 8/17/22. A call was placed to our *************************** on 1/4/23 concerning worn upholstery on the arms. At that time the customer wanted his money back. According to our Terms of Sale, the first option is to repair. At the time this complaint was made, the customer had not allowed time to order parts or repair the chair. The parts were ordered as they come from the manufacturer and were received on 1/26/23. The arms were replaced on 2/1/23. Service is complete. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18728530
  
  I am rejecting this response because:  The chair is under the stores warranty after many phone calls from me asking for someone to come out and look at the new chair that looked like is was used, ***** who is the manager kept telling me she would send someone to look at the chair she never did. (  I live 10 minutes away.  ). Finally after I contacted BBB she called and ask me to send pictures. I told her the pictures won't show all the damage. Finally as she said,   she ordered some of the parts, her service man finally came out to fix the chair and he said I quote, I should have come out and wrote up a report on the chair and wrote down what I needed  to repair it,  all I have are the  2 arm rest, the main cushion needs to be repaired. He then looked at the warranty I showed him and he said he would be back. I have called several times and no answer, I guess they know my phone number by now. I tried working with them----- I am a 76 year old war vet--- I don't need this to s**** up my health. The store tags are still on the chair. As I ask in the beginning at the store about their warranty CUSTAMER SATISFACTION IS OUR NO 1 GOAL OR YOUR MONEY BACK.  {I WOULD LIKE MY MONEY BACK. )__what they are doing is a SHAME, especially to the senior citizens. Thank You   *******************

   

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

  Business Response

  Date: 03/03/2023

  ******* was ordered for the chair on 3/2/23. Message was left on customer machine it was ordered and he will be notified when that piece comes in to repair. We do not have an estinated delivery date of piece from the manufacturer.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 18728530
  
  I am rejecting this response because: I would like to thank the BBB for all there help, I am rejecting at this time awaiting yet another repair to a new chair. I don't trust what they say . I would like to keep this complaint open until they complete the repair and also I would like  there credit rating to reflect the terrible way they do business, especially to senior citizen's.      One more thing When I mentioned I was a war veteran I didn't expect any special treatment . One of the things I fought for is our way of life in **********
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/07/2023

  Sir,

  We thank you for your service to our country and regret that you have had issues with your new chair. The last part that is needed to complete the repair has been ordered and we will notify you as soon as it comes in. 

• Initial Complaint

  Date:01/04/2023

  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.

  We bought a sectional from **** and it was delivered Sept.2, 2022 within a couple days the stitching came off on one of the cushions . Which someone came out and repaired we told the person that all the cushions are sagging and the ottoman is collapsing in the middle the man advised he will let someone know we didnt hear back. The sectional has no support its **** to get off the furniture we paid a lot of money for furniture that should be of better quality. We put another complain in with the store the repair man just came out 1/4/23 and looked and wrote down measurements he advised that the sectional seating is large and there is no support he might can replace the padding but we will have the same problem within a few months. He said the ottoman had absolutely no support at all. The sectional we saw in the store and sat on had a different fabric but it was firm you felt the support and we were assured by the sales manager that we would get the same quality. the one we got lacks all of it. We feel we were sold on a switch and bait.. we seen and sat on good and quality furniture and got a cheap and crappy sectional. If we could we would like to return the sectional and get our money back.

  Business Response

  Date: 02/08/2023

  According to our records, the date of purchase was 8/16/22 and delivery was 9/6/22. The first service call was 9/20/22 due to stitching issues. This was resolved by our repair tech. The second service call on 1/4/23 was to address the cushions flattening/center collapsing. The ottoman mentioned has an upcoming service call on 2/14/23 to replace that cusion. We have partial shipment at this time of the other pieces that are needed to complete this service issue. As soon as we receive the remainiing parts the customer will be contacted to repair. According to our Terms of Sales that is found on the back of the invoice if service is needed on the product, our first option is to service or repair. 

• Initial Complaint

  Date:10/03/2022

  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 purchased a sofa and love seat from **** Furniture in ******, ** on 8/7/22.I paid for both in full for a total of $2662.34 at the time of purchase..The furniture was delivered on 8/11/22. The love seat was fine. But the sofa has a motor which moves the headrest back and forth which the delivery man said was defective. When you press the button the motor grinds loudly & rubs. He noted the delivery receipt and told me he would report it to the store. I was called by ***** in their customer service ***** and told that no one could come out until 9/7/22. On 9/7/22 a repairman came out and told me that he would have to take the back off of the sofa and take it to his shop for repair which would take at least a week. I showed him that in addition to that problem the center seat looked like it did not have as much stuffing as the other two seats and the fabric was all wrinkled there. He said that maybe he could open the seam and put more stuffing in the headrest in the center. I told the repairman that I did not think that this was an acceptable solution. I told him that I paid for a new sofa not a refurbished one and that is what I would like. So he took pictures of the sofa and said he would report to his customer service ***** and they would get back to **** did not hear from customer service so I called ***** and explained the situation. She said she would talk to her bosses and get back to me but she was going to be out of town for a funeral and probably would not get back to me until the following week. I said okay and gave her my cell phone number so she could reach me. She never contacted me.So I called ***** back on 9/29/22 and she was not in but *********************, her boss was. So I explained the situation again and he just said no can not replace the sofa he could only repair it. Again I told him that I did not think it was fair to charge me for a new sofa and refurbish it instead. He refused to help me. I know they have stock on this item.

  Business Response

  Date: 02/08/2023

  Date of purchase was 8/7/22 with delivery on 8/11/22. Customer called on 8/17/22 with concern due to the rear of the left facing piece rubbing and center cushion wrinkle. Our Terms of Sale is found on the back of the invoice that states our first option is to repair should an issue arrive. Our service tech was scheduled for the first availble day which was 9/7/22. He determined that the left back needed to be replaced. This complaint was filed  on 10/1/22 before the customer allowed the repair process to occur. Our Terms of Sale is on the back of the invoice that states our first option is to repair should an issue arrive. The part was ordered and arrived on 10/4/22 and scheduled for installation on 10/11/22. This piece has been repaired.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18153986
  
  I am rejecting this response because: I feel that the sales people should have clearly stated the stores policy and they did not.  **** is a terrible store to deal with and I will never use them again.  I will also make sure that I tell everyone I know to never buy anything from them.  They get money for New furniture and provide damaged products.  Just the fact that they have that term & condition on their invoice should tell you that I am not the only one they have done this to!!! Buyer be ware,!!!: I will NEVER buy anything from them again!!!  They bullied me into allowing them to replace parts on my "New" couch ( and I use the term new lightly) rather than just replacing the couch.  There is no getting away from that fact.  It sure took them long enough to get back to you. I can only guess that customer service is just not important to them.
  
  Sincerely,
  
  ********************************************