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:05/14/2025

  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.

  I purchased a credenza from *************** on 4/24/25. The item was never delivered by ****** and subsequently damaged and returned to the merchant. I spoke with **** (supervisor) and employee ***** and Summer regarding my refund. **** stated that once they identified where the damaged credenza was, he could refund my money. ***** is refusing to refund my money, despite ****** direction (and refuses to have him call me or connect me to him) citing I have to wait ***** days for the claim to be processed with ****** Furniture. **** said this is not true, but yet, ***** refuses to refund my money. I haven't received the product, nor refund, which is unethical. I would like my refund for order number ****** processed immediately before escalating.

  Business Response

  Date: 05/14/2025

  The tracking number on this order has been showing "In Transit".  It was noted that the item was damaged by the carrier, ****** but it was never returned to us.  **** explained to the customer that we would log a case with ***** on the item as lost/damaged since it was not showing movement, but that we either needed for the tracking to show delivered to some place or for the claim with the carrier to be approved, and that we could then issue a refund.  Contrary to the customer's accusation here, the item was never delivered back to us, and still shows as loss.  Nevertheless, the customer was still refunded because we felt that this had been drug out too long to be fair to the customer.  We agree that this was a very unfortunate situation, but Summer and ***** did all that they could to work on behalf of this customer to resolve it.  When a resolution was unable to be reached in a reasonable time frame, the customer was given a full refund.

  Customer Answer

  Date: 05/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ****** ****

   

• Initial Complaint

  Date:10/14/2024

  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.

  We have been so patient, text messsaged them a few times and sent several emails. After assembly and putting the top of table on we noticed this blemish. The table is very heavy and probably would cost half of the price of it not to mention finding a box to ship back as we destroyed it upon unpacking. We were willing to live with and put somthing over it. But certainly not pay full price for a damaged piece. We wanted a new undamaged piece of furniture and that’s what we paid for. There has been no satisfactory communication as they don’t have a phone number. Unbelievable

• Initial Complaint

  Date:08/16/2024

  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 received an Ashley Furniture Bench on July 25 that was defective. The legs and brackets that were manufactured didn't line up and bolts were too short to reach because of a gap in production. Paid $233.77. I immediately reached out same day. When first speaking to them replacement parts I was told would be an easy solution so I threw out the packaging bc damage wasn't the issue it was a defect. Then I called and emailed several times for two weeks finally was told parts were out of stock. I asked for a follow up or update on what that means? Does that mean I'm not getting parts? Or if, when? ETA. No response or follow up. I asked for a supervisor on the phone Aug 9 at 2:39pm and they emailed requesting packaging photos. It was clearly stated not damaged but defective and I was told the replacements parts were ordered on July 25. Why are they going backwards and asking for damage claim when I was truthful upfront that it was a defect. I followed up again several times via email, calling, leaving messages to ask for updates, tracking etc and no responses, no call backs after leaving several voicemails. They have not responded, yet immediately replied to my 1 star Google review, but still no response to my email or call back. At this point I cannot use the bench, parts I guess are out of stock, they are unreachable. I want my money back.

  Business Response

  Date: 08/16/2024

  This customer reached out to us stating that the brackets did not line up.  This could indicate that there was some sort damage caused by the product being mishandled during shipping, so we asked for pictures of the issue with the item, as well as pictures of the packaging, so that we could determine if this was the issue and file a damage claim.  The customer informed us that they had thrown the packaging away, which now eliminates the option to file a damage claim. We told the customer that this wasn't an issue and we would be happy to order replacment parts for them, free of charge, for any affected pieces to correct this issue.  Being that it is a replacment part, we have to have the pieces shipped directly from the manufacturer, who unfortunately did not have them in stock immediately.  We informed the customer of this delay and the time frame that it would take to receive the replacement parts, which would be 3 weeks.  Full disclosure, we still have those parts on order to be sent to the customer free of charge to correct this issue.  Either way, the customer then stated that they wanted to return the item.  We told the customer that if that's the direction she wanted to go, that we would happily waive the restocking fee when she returned it since there was an issue.  The customer stated that we needed to give her money to hire a someone to come fix the bench and purchase wood, bolts, and brackets from a hardware store to do so.  We told her that we thought it best to wait until the replacment parts came in first and see if they solved the issue, and if not, then we could look to replace the item.  The customer then proceeded to leave negative reviews on all platforms and file this BBB claim. Even so, we still plan to work with this customer and make sure that they are not left with a defective item.

  Business Response

  Date: 08/16/2024

  We have confirmed that the replacement parts to correct this issue were shipped out to the customer and arrived yesterday, 8/15/2024.  The FedEx tracking numbers for those parts are ************ and ************.

• Initial Complaint

  Date:07/29/2024

  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.

  I ordered a table with 4 chairs. I recvd tracking info once shipped.
  Item arrives and its only the two chairs. The company says the table will be delivered afterwards. Table never shows up. I request for tracking info. They provide me 2 different tracking #s for the table. One shows "in transit" not being delivered and the other shows delivered. When viewing the delivery from Fed Ex, the house the table was delivered to was not mine! Their customer service said Fed Ex is showing delivered and im still financially responsible for the table as I had requested for a refund. Ive requested a supervisor to call me as you can only communicate over text and email with them and have yet to get anything back! How am I supposed to be financially for a table that was delivered to the wrong house!?? That is very shady and terrible business.
  ************ - table shows "out for delivery"
  ************ - not my house! House fronts are similar throughout neighborhood but we have a different front decoration and sign. I dont know whos house this is!

  Business Response

  Date: 07/31/2024

  We are very sorry for the trouble and inconvenience that you're experiencing with your order!  Looking at your order, we see that you ordered a table and four chairs, just as you said.  The chairs that you ordered are shipped two per box.  That's the only way they come, and the only way that they are shipped.  As you can see in the attached picture from FedEx tracking number ************, there were two boxes of chairs left in front of your garage on Friday, 7/5/24 at 12:51 PM, which would be the four chairs that you ordered.  Also, as you can see from the image on FedEx tracking number ************, the table was left at your front door on Saturday 7/6/24 at 8:14 PM.  The house in the images from the FedEx proof of delivery matches the house on Google Maps at the address provided on your order to us. It's possible that someone could've stolen the items from your property after they were delivered, and we offer Route protection on all of our orders which immediately gives you a refund or replacement in the case of damage, theft, or lost packages, but you declined that coverage on your order with us.  We double-checked with FedEx, and they have confirmed that the GPS coordinates on the proof of delivery match the address on your order as well. I would advise you to check your home surveilance system, if you have one, or possible that of a neighor that can see your property, to see what happened to your table and chairs after they were delivered at your house. Again, I'm really very sorry that you're dealing with this frustration, and if we can do anything else to help, please just let us know!

• Initial Complaint

  Date:10/29/2023

  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.

  On October 25, 2023, I purchased 2 dining chairs and 4 bar stools. Order #*****. Received the order on time and damage free on October 27, 2023. The problem is they sent the wrong stools. I ordered sku ******* they sent sku *******. Pictures provided with this complaint. Emailed as they have no phone number. Was told I got what I ordered. Return policy states, you pay for return shipping and pay 25% to re- stock on an item that they mis- ordered. Here is where they get you. They do not print sku numbers on there online invoices so, whatever you receive wrong they get 25% and the shipping paid. The stools I received are much cheaper than the ones I ordered. I requested a full refund when they would not help me at all. Do not make the same mistake I did and order anything from these people. Take time and read the complaints on BBB, if I had I would not be doing this on Saturday Morning.

• Initial Complaint

  Date:07/24/2023

  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.

  I paid $385.00 for a lockthorne console sofa table that was a month ago and never received it but they sent a small end table instead. You can’t speak to anyone on the phone they did email me back saying send pictures of the pkg and label saying it was a mispick and they had to file a claim. What does that have to do with me getting my table? I did find a # that connects to NJ and they don’t answer and when they do they say I’ll check on it and email you when i hear something this is the most unprofessional disrespectful online company I’ve ever dealt with They got paid and I want my table

  Business Response

  Date: 08/03/2023

  Good morning,

  I am responding in regards to *** ******** complaint on his order. The customer received the wrong table, which was a mispick in the manufacture warehouse. When the customer reached out, I requested pictures from him of the incorrect table and packaging that he received so that we could get the correct piece sent out to him. A credit was received for the incorrect table. I called the customer on July 26th, he did not answer, I left a voicemail. The voicemail stated that a replacement order had been entered for this, but unfortunately they were out of stock and we aren't showing any available stock until the first week of September. Once this replacement part ships, tracking information will be sent the email that we have on file. Our manufacture company has asked that we just have the customer either keep what he received or dispose of it however he sees fit. I did just send another follow up email to the customer. Please let me know if you need anything else from me or if there is anything else that I can do.

   

  Attached is the email thread and where a replacement order has been entered.

   

  Thank you,

   

  Click N Furnish

• Initial Complaint

  Date:01/24/2023

  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.

  Never ever ever again will I purchase from this company, nor will anybody I know! This was by far the most horrible experience that I have had purchasing anything online! I've purchased 2 night stands in September of 2022. One night stand came in fine and the other one came in damaged, on the top of the nightstand... I have been going back and forth with ***** through email on trying to rectify this issue. She accepted the fact that the item got delivered to me with a damaged top and sent a parts sheet to me to see if it was a part that they could send to fix the issue... The top of the nightstand was not part of the parts list so she said she would submit the damage claim and I would get a refund or another nightstand. These communications have been back and forth via email Since September 2022. Up until about a month and a half ago, I was calling just to get an update and a girl Summer answered and said that they were having a problem with their email and she would have ***** call me back... Yeah, that phone call never happened. Finally I attempted to call another phone number that I came across online and talked to a woman Iyola and she informed me that she spoke to ***** and that ***** told her that my claim was denied. This company will steal your money and give you the run around, wasting your time. It's not worth buying from these online companies... Shop locally and save yourself the hassle! Most reputable places will price match these online companies and you don't have to deal with all the stress of the run around.

• Initial Complaint

  Date:12/07/2022

  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.

  On Nov 25,2022 I purchased two chairs via Internet that advertised as fast today shipping. After not receiving any shipping update, I searched the website and create account to find updated information regarding my purchase. I emailed the company requesting a refund I reached out to a customer service agent add a number I located via Google in the Better Business Bureau. Customer service told me that she was would refund my full $444.08 however the system is down and she is unable to do so at this time. I attempted to go through PayPal, however, struggles and only received half of the money $222.04. I opened another dispute with PayPal and click and furnish, will not respond to the claim. Customer service representative/secretary insists that the person that handles the refund is not in the office and he’s working from home. He is unable to be located by a customer and their system continues to be down. I’ve been calling countless times for three days business hours are not listed and say they’re a 24 hour business.. their website offers full refunds for customers of items that have not shipped yet. My item is not to be shipped until December 21 arriving after Christmas when I bought this the day after Thanksgiving with the understanding that it was express shipping.. please refund the remainder of my order . Thank you

  Business Response

  Date: 12/08/2022

  The customer was very rude to the customer service rep. She failed to mention to you that she only filed one PayPal claim for half of the total. We can only refund the amount that the claim is filed for. That was refunded within 45 minutes of her filing that claim. However, she got in touch with PayPal for them to help her open another claim. The other half of this was refunded again within minutes of her filing the claim. PayPal can take up 2 business days for refunds to appear. HAVE A GREAT DAY!