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:04/11/2025

  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.

  Toward the end of **** we purchased several rooms of furniture for our new house. *** **** i opened a case for a broken recliner on our loveseat we purchased. I was instructed to send pics. After I sent them a tech came out and checked the multiple complaints. He said new parts were needed for the completely broken side. They were ordered and sent here. He came back out without necessary tools but we were able to loan him some to avoid another delay. He then said the other side was crooked and also needed new parts. He would order them and come back. After 8-9 months of hearing nothing I sent an email following up. Was told person that handled before is not there now. I have to keep asking for updates. This is poor Customer Service! The warranty we purchased would cover a one time replacement if a pet urinated on it but it being defective from being put togethet wrong takes a year and still no resolution??

  Business Response

  Date: 04/18/2025

  
  
  ********
  
  Better Business Bureau
  Re: ****** ******** ********

  
  Please
  see attached document with Summary of Actions/Timeline regarding this customer.
  
  I
  would like to note a couple of things:
  
  Eight
  months is an unusually long time to follow up. The technician would have had to
  call her multiple times to arrange the service appointment, confirm, etc.  Most likely she would have had his phone
  number in her phone or caller ID, etc. to reach out directly.
  
  We
  (Great Deals on Furniture) do not know who the technician was or anything else
  regarding what took place during the initial service request, except that
  the issue she reported was completed.
  
  Our
  paperwork/policy (copy can be provided if needed) explains that we facilitate
  the manufacturer warranty and that no refunds are given without an opportunity
  to service the item. We are happy to do that once a report is made. 
  
  At
  this point, due to the fact that the technician did not report to ******** ****** that there was any further work to be done, Ms. ******** needs to reach
  out to us to begin the process for a request for service on the current issue. 
  
  
  Sincerely,
  
  
  Carol
  *******
  Manager

  History of Actions/Timeline with customer ********
  
  ******** Purchased
  
  ******** Delivered
  
  ******* Customer called regarding issues with her power
  reclining loveseat. Photos were requested
  
  ******** Received photos from customer
  
  ******** Photos sent to ******* ** ******** ******
  
  ******** Per CSR at ******** ****** work order was placed
  with ********* ********* (a third party furniture repair company)
  
  ******** we emailed customer letting them know a technician
  from ********* ********* would contact her directly to schedule the repairs
  
  ******** we emailed ******* at ******** ****** for a status
  on the service, since ********* ********* does not report to us. ******* emailed
  back the same day stating that the work order was complete. We closed out our
  work order.
  
  ******** Customer emailed us stating that the tech from
  ********* ********* said he needed to order parts for her from his 1st visit (********) to finish the repairs and never returned to complete the
  repairs.
  *this was the first we heard of this.  This is eight (8) months after the completion
  of service. 
  
  ******** emailed customer that we would follow up with the
  service manager since we weren’t aware of an issue
  
  ******** Called new CSR (Brenda) at ******** ****** and left
  voice message regarding the situation. 
  *Brenda is new to the position and has been slow to respond
  on ALL of our requests for service. The manufacturer has let us know they are
  working on the employee/training situation. 
  She most likely had no record of any open issue since ******* was
  informed that it was complete.   
  
  ******** emailed customer an apology to the customer for
  delay on a response but that person that handled the issue is no longer in that
  department.
  
  ******** emailed all previous emails from ***** until
  ******** to new CSR at ******** ******.
  
  ******** Emailed ******** ****** and called CSR had to leave
  a message.
  

  Customer Answer

  Date: 04/21/2025

  I did try to call the technician multiple times with no response. The original complaint was not completed. The technician only did part of it. I found out when I called the Warranty  number that they closed the case. I have reached out following the instructions of the store sending pictures like instructed. If it requires a new case the service department should have everything needed. As far as the 8 months I waited no one bothered to follow up or call and ask if I was satisfied. No signature for work completed?