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:07/28/2025

  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 January 30, 2025 I purchased a solid wood dresser and nightstand totaling $198.57 from Fluffs Stuff Re-Tail Rescue store, ***************************************** mid-June, I noticed what I thought were ants, on the floor, close to the dresser. I called the exterminator who regularly services my condo complex and was horrified to learn what I thought were ants, were termites! Since I was quoted an exorbitant amount of money to treat the termites, I called several other pest control companies to see if I could ger a lower quote.The inspector from the third company was honest enough to tell me that the termites were isolated to the dresser and nightstand situated on opposite sides of my bedroom. She identified frass (termites droppings) and showed me the kick out hole from which the termites emerged and said there was no need to treat my entire home. My options were top steam the furniture for $800 or get rid of it. I opted to get rid of it.For over a week I tried contacting the stores owner, ******, and each time I called, was given a run around by employees who answered the phone. Finally, today, July 25, I was able to speak to ****** and she agreed this is a horrible situation. However, since I had the furniture for five months, she said there is nothing she can do. During our conversation she revealed that two years ago the store had a problem with termites, but each year the store is inspected, and currently theres no problem. When I pointed out the store is full of merchandise and it would be difficult to see termites, she bristled and offered me a $200 credit to purchase different furniture. Declining, I told her I will NEVER purchase second hand furniture again.

  Business Response

  Date: 07/28/2025

  Our furniture delivery driver received a call from Ms ****** stating that furniture she had purchased from our thrift store had termites.  Although the furniture was purchased from us by Ms ****** in January, 2025, the call came to us in mid July, 2025.  The dirver made arrangements (at our cost) to pick up the furniture as Ms ****** requested, and then forwarded the message from Ms ****** to me.  Ms ****** continued to call the thrift store every day until the date of pick up, speaking with all of my employees regarding her issue with the furniture, and I received several messages during the week that she had called and wanted a return phone call from me.  As this was an extremely unique and first-time situation for us, which warranted further research, I made the decision to call her after I had performed adequate research and had a resolution to her query.  I happened to be at the thrift store on the day the furniture was picked up, and Ms ****** called once again, so I was able to speak with her.  Our volunteers and staff clean and check all items prior to placing on the sales floor for sale.  Our receipts clearly state that all sales are final, with the exception of electronics, which we provide a 7 day return for store credit policy.  We ask the customer to carefully inspect items before purchase, as we do not offer refunds.  Our store is a non-profit entity owned by the animal rescue which it supports.  The funds we raise via the thrift store are utilized to help the animals directly, and we are transparent to our customers about the store's purpose and mission.  Our policies are also transparent, and, in this instance, we even offered a store credit to Ms ****** for her purchase.  Looking further into this unfortunate situation, we did everything in our power to resolve this situation, going above and beyond our "all sales final" policy to pick up, at our own expense, the furniture in question, and offer a full store credit, which Ms ****** declined.  At this juncture, we have only what Ms ****** says about her home and the furniture, and in no way could prove where the termites came from.  We also have a contract with our exterminator to annually test for termites, and have not had any surface since we were treated in 2023.  If Ms ****** had stated that the furniture was defective, or demonstrated that it had termites prior to having it for 5 months, the outcome would have definitely been a different one.  As it stands, we do believe that offering a 5 month guarantee on thrift items would be well beyond industry standards, and not warranted.  We are saddened that Ms ****** would not accept a store credit, as we sell much more than furniture.  However, we understand her hesitation on purchasing anything used again.  I did mention to Ms ****** that this an unfortunate and terrible situation, but not one that anyone could predict or prevent.  In the 6 years we have been operating as a thrift store, we have never had any complaints of defective furniture or termites.  Any items which the customer deems defective and have been returned in a timely manner have always been replaced, provided store credit, or in rare instances, refunded.  We hold our supporters in high regard and can only exist with their donations and purchases.  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23654618
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** R. ******

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23654618
  
  I am rejecting this response because:

  I am rejecting the decision rendered by ******, the owner of Fluffs H3132353330353437**30H. Please see
  my comments within the response she submitted to the H363137**3238313831H.
  Our furniture delivery driver received a call from Ms ****** stating that furniture she had
  purchased from our thrift store had termites.  Although the furniture was purchased from
  us by Ms ****** in January, 2025, the call came to us in mid July, 2025.  The dirver
  made arrangements (at our cost) to pick up the furniture as Ms ****** requested, and then
  forwarded the message from Ms ****** to me.  Ms ****** continued to call the thrift
  store every day until the date of pick up, speaking with all of my employees regarding her
  issue with the furniture, and I received several messages during the week that she had
  called and wanted a return phone call from me.  As this was an extremely unique and
  first-time situation for us, which warranted further research, I made the decision to call
  her after I had performed adequate research and had a resolution to her query. When I
  initially contacted the store, and each time I phoned thereafter, the employee
  answering the call told me, ****** was either - in a meeting, taking her daughter to
  the doctor, would call me back in half an hour, etc. If they had been transparent and
  informed me that ****** was researching this matter, I would have accepted this
  explanation and waited for her response. I happened to be at the thrift store on the day
  the furniture was picked up, and Ms ****** called once again, so I was able to speak with
  her.  After I identified myself to the employee who answered the phone, I was once
  again told ****** was not in. After I said I was ready to take this issue to the
  media, ****** just walked in and would speak to me. Our volunteers and staff
  clean and check all items prior to placing on the sales floor for sale. I didnt blame the
  store for knowingly selling me merchandise that had termites. Our receipts clearly
  state that all sales are final, with the exception of electronics, which we provide a 7 day
  return for store credit policy.  We ask the customer to carefully inspect items before
  purchase, as we do not offer refunds. During my conversation with ****** I was told
  several times that if I had contacted the store within one month of my purchase,
  maybe something could have been done. I told her that I wasnt in control of when
  the termites decided to swarm. Our store is a non-profit entity owned by the H35323535373834**38H
  H32**3838**3734353532H which it supports.  The funds we raise via the thrift store are utilized to help the
  H35323535373834**38Hs directly, and we are transparent to our customers about the store&#**;s purpose and
  mission. I understand the stores mission and have personally donated hundreds of
  dollars-worth of merchandise including clothing, jewelry, household items and
  shoes. Our policies are also transparent, and, in this instance, we even offered a store
  credit to Ms ****** for her purchase. I explained to Kimmie that I was down-sizing
  and not looking to purchase additional H32343830**37313532H for myself or home. Looking further
  into this unfortunate situation, we did everything in our power to resolve this situation,
  going above and beyond our "all sales final" policy to pick up, at our own expense, the
  furniture in question, and offer a full store credit, which Ms ****** declined.  I live
  approximately 1 miles from the store and in my opinion, having the driver pickup
  
  the furniture didnt cost her any additional money. Also, I asked the driver if hed
  like to take a sewing box and a small TV-stand I wanted to donate, and he told me
  he didnt have room in the truck. At this juncture, we have only what Ms ****** says
  about her home and the furniture, and in no way could prove where the termites came
  from.  We also have a contract with our exterminator to annually test for termites, and
  have not had any surface since we were treated in 2023. During our conversation,
  ****** shared with me that two years ago the store had problem with termites
  which has since been remedied, and an inspector comes annually.  ************ had
  stated that the furniture was defective, or demonstrated that it had termites prior to having
  it for 5 months, the outcome would have definitely been a different one.  Again, I had no
  control as to the timing of the swarming of the termites. As it stands, we do believe
  that offering a 5 month guarantee on thrift items would be well beyond industry
  standards, and not warranted.  We are saddened that Ms ****** would not accept a store
  credit, as we sell much more than furniture.  However, we understand her hesitation on
  purchasing anything used again.  I did mention to Ms ****** that this an unfortunate and
  terrible situation, but not one that anyone could predict or prevent.  In the 6 years we
  have been operating as a thrift store, we have never had any complaints of defective
  furniture or termites.  Any items which the customer deems defective and have been
  returned in a timely manner have always been replaced, provided store credit, or in rare
  instances, refunded.  We hold our supporters in high regard and can only exist with their
  donations and purchases.  
  Note:
  Before phoning the store about the termites in the dresser and nightstand, I had
  several extermination inspectors searching my home to determine where the
  termites were coming from. Indeed, there was a kick out area on the dresser from
  which the termites emerged. When the driver picked up the furniture, I attempted
  to show him this spot and he said, I dont have knowledge of these things. At this
  point, I am willing to offer photos of the kick out area as well as testimony from
  one of the termite inspectors.
  
  Sincerely,
  
  ***** R. ******