Complaints

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

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  Turner's Fine Furniture

  2151 US Highway 319 S Thomasville, GA 31792-0650

• 

  Turner's Fine Furniture

  125 Walden Rd Thomasville, GA 31792-1707

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:12/11/2024

  Type:Product 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.

  Purchased a bed and two nightstands around mid ******** from Lori D******** at Turners in Thomasville Ga. Bed was delivered a week or so later and when they were finished, the delivery guys said man that’s a high bed. I totally agreed. It’s ridiculous.,, The guy said the mattress you have is platform mechanical bed and this bed frame is not designed for these. He then said to try it out tonight and see if it will work for me and if not just call the store and they’ll swap it out. Called Lori and she said they don’t do that. But then said maybe I can get my manager to agree but there will be a $200. restocking fee. Are you kidding me! I could have rejected the delivery and had the guys take it back but I followed what they said. I called the store right then while the guys were still there in my bedroom but Lori was off and then got Sue (who is useless). Lori called the next day which was simply her being sweet which she is but that doesn’t help me. I’m ** years old with serious back issues, neck issues and a left replacement knee. This **** bed is so high I literally have to jump or try to roll to get on top of it. Getting out is real fun. I get on the side and slide down to the floor. I took pictures for Lori and manager Brian and the bed is so tall you can’t or can barely see the night stands. I have been a customer of Turners for 30 years. Bottom line is this, don’t believe what they say because all they care about is the sale. After the sale, too late…. So now I’m going to have to tear the bed frame down and take it outside and cut about 6 inches off the feet. Looking so forward to that. Something has changed at that store. It’s different. Not the same. If anyone cares about this call Lori and see the pictures yourself. Delivery guy is right. I don’t think my ************ mattress and Ease base is designed for this bed frame. It makes it to high. And yes I bought the mattress and base from Turners alsoTurner's Fine Furniture

  Business Response

  Date: 12/19/2024

  After ******* was delivered, he reached out to Lori, and we actually measured the bed he purchased on the sales floor and it was within 1 inch of the bed that was delivered.  Lori also went over measurements in the store before the purchase was made.  The adjustable base ******* is referring to can go inside any bed because it is a ZERO CLEARANCE base. 

   

  We offered to help ******* with the $200 restocking fee instead of charging the 20% which is on the invoice ******* signed and attached.

   

  Customer Answer

  Date: 12/25/2024

  The bed frame I purchased was never measured on the sales floor regarding its height.  That is not true.  I would have never bought it if I couldn’t get on it!

  I called when the delivery guy was at my house and was told it’s okay to reach out to my sales person but that was not correct.  I should have denied delivery and had the guy take it back with him. I can’t believe they are putting all of this blame on me,  I am extremely disappointed and upset about how Turners is handling this.  Sales person, manager and especially delivery guy can do no wrong…. How come you’re not hearing me?  The driver told me it was permissible to keep it and call the store tomorrow when my sales person was back in.  I called right away and talked to Sue then called the next day talked to Lori.  I did exactly what I was told to do!!!!  This is far from over.  Turners should care about this and listen to the truth.  WHY would I buy a bed I can’t get in!  

  Business Response

  Date: 12/26/2024

  I'm sorry for the confusion regarding the measurements taken.  The bed that ******* purchased we actually have displayed on our showroom floor.  After ******* was

  delivered he called Lori and I and we took measurements of what he received and what was on our salesfloor, and we were within an inch of being the same height.  Any 

  bed with storage at the footboard and/or sides will be higher than a traditional headboard, footboard and rails.  Even though, ******* received exactly what he ordered we 

  are willing to help him with just a $200 restocking fee rather than the 20% restocking fee.

   

  I am not sure if ******* measured the bed while in the store, but the bed was set up and displayed with linens and bedspread as shown in the pictures attached.

   

   

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The *********** mattress is suppose to be on different frame. I was told that the frame would work with my existing mattress. It added to much height from the base because the frame is not designed for this kind of mattress like I was told. I would not have purchased if the sales reps did not assure me that the mattress would work. The bedframe is nice and I like it, I just need it to be lowered. I see two options. 1. Taking back the *********** mattress and base/foundation and exchange for a regular old fashioned mattress. 2. Send someone out to saw about 5 or 6 inches off the feet so I can get into the bed. I could get into the bed on the showroom floor but when we added the mattress and foundation which they said would not change anything about the bed, it did, as it was to high. Even the delivery guy said this bed is extremely high. I tried to reach the store within the week of purchase but the person I was dealing with was not in. I dispute the restocking fee as I tried to contact them within the return timeframe but the sales rep was not available. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 01/10/2025

  Turner's Furniture is willing to accept the headboard, footboard, rails, and nightstand back with NO RESTOCKING FEE for a store credit only and would be a one-time exception.  Store credit would be good for 12 months.  We would need to pick up the furniture within the next 7 days.

  Customer Answer

  Date: 01/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   
  
  I do not accept this offer from the furniture store.  I love the furniture I purchased.  I don’t like the fact I need a ladder to get on the bed.  It looks like the only thing they can do is refund me a few hundred dollars so I can hire a carpenter to cut the legs off some.  I can’t think of anything thing else…
  
  Thank you,
  **** ****** 
  
  
   
  
  You are telling me you would prefer to come pick it up and remove it instead of just making it right?  
  

  
  

  
   

  Business Response

  Date: 01/23/2025

  Our FINAL 2 offers are below :

   

  OPTION 1 

  Offer $185.00 back to guest and he can find someone to lower to bed to his liking.  However, removing any integral part of the bed to lower it would void all 

  warranties and Turner's Furniture could not be help responsible for any damages there after.

   

  OPTION 2 

  Come back to the store and as proposed in the last offer, reselect.

  These are the final 2 offers.

  Customer Answer

  Date: 02/04/2025

  
  
  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.

  I am willing to accept option 1 that the business is offering. Please advise if you will be mailing a check to my address.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/18/2024

  Type:Product 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.

  Purchased a couch in December '23 but did not receive until end of January/February '24. We noticed sagging in the middle immediately. In early February, we called to have someone look at the Structural Issue.
  The company sent a gentleman out who said other people have complained about this couch with the sagging in the middle. They came out twice for the same issue and replaced the feet but it did not take care of the issue. They never returned our calls to come out again over a period of 2 months and then we noticed the seam was getting undone between the pillows in the center, so we called again. Finally they sent someone over on 11/15/24 and we told them the sagging is a problem and the left side is doing the same thing. We told them the seam is getting undone. Spoke to the manager who said there is no return policy though we were told there was by our salesperson Melanie W*****. The manager was rude and indicated that they did not need to fix the center with the new feet as it is normal to sag in the middle. He said he would call us back and look into it. He never called back. We had to call him and he refuses to exchange the couch. We were within the timeframe to return this couch in February and now. It has not been a year and three times they came out for the same issue with no resolution. We paid over $2200 dollars for a leather couch that has the seam unraveling, and sagging which is getting worse. We want to exchange the couch or get a new one and are willing to pay a little more money for a better quality couch. The manager refuses to help us now. The couch has structural issues. We hope that you can help us.

  Business Response

  Date: 11/25/2024

  **** ********* purchased said sofa 12/16/2023.  The sofa was picked up 12/30/2023 not January/February 2024. 

   

  The attached receipt that Mr. ********* signed clearly states that upholstery is not returnable. 

   

  Melanie W***** has been with the company for 10+ years and would never tell a customer that upholstery is returnable.

   

  I explained to Mr. ********* that we would gladly pick up the sofa, take it to our shop where we have certified techs that can fix not only the sag but also fix the small seam separation.  I also informed Mr. ********* that we would also provide a loaner sofa for them to use while we fixed his sofa which normally takes about a week.  Mr. ********* didn't like my suggestion and stated that he was calling his attorney and also reporting us to the BBB.  Turner's Furniture values it's guests and is willing to work with Mr. ********* to fix the sofa that he purchased.

  Customer Answer

  Date: 12/04/2024

  Thank you for sending the response. I would like to clarify a few points:

  *Turner came three different times to our home for the same issue of sagging in the middle. From the beginning in February 2024 when we received the couch we called and complained about the sagging in the center.

  *Turner stated to us that sagging in the middle is normal and the feet in the middle don't have to be same length as the feet on the sides of the couch.  After complaining a second time, they came out to fix the feet but this still did not fix the issue as the feet are still shorter than the feet on the sides. Note: the feet under the couch in the middle are actually about 1" shorter than the feet on the sides/edges of the couch. This is causing the couch to 'sag' in the middle, because the feet supports are not as long.

  *We are requesting Turner return/exchange the couch because this is a 'lemon' of a couch, that has some defects, which we have called on three times.  We are even ok with like for like (doesn't have to be the same).

  The manager was rude, and started to imply that we only wanted to get a different couch because we didn't like this one. But that is not the issue, we have called on the same issue 3 times without resolution. The manager said to us that we didn't call early on in February, but in fact we did. He seemed to be coming up with excuses.  They do not follow up with their customers when a request is made, we constantly had to call back and remind them.

   

  Business Response

  Date: 12/09/2024

  Again, we would be glad to pick the sofa and replace the cushion cores which will fix the sagging.  We will also fix the small stitching that's in between the cushions.  We will also extend a loaner sofa to the guest to use while we fix the sofa.

  Customer Answer

  Date: 12/11/2024

  
  
  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 me.
  
  
  Please extend my thanks to the manager. We would like them to follow all those steps outlined in their response and would be happy customers then.

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

• Initial Complaint

  Date:09/16/2024

  Type:Product 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.

  We recently purchased a couch and had it delivered. It was a couch which had electric controlled items. It has electric seats to raise and lower the foot rest. It has a drop charger and speakers which connect to the TV and the couch vibrates with sound for the TV. The original couch delivered had a short. They said they would leave it and arrange to deliver a new couch. We could use the couch in the meantime . When they brought a new couch instead of taking out the old one they took partd from the new couch and tried to repair the couch with the short. I was told I would get a brand new couch, not a piece meal thing! It worked for a while but the cup holders don’t light up now! I called Jade at the store to report this fiasco, she said she could not believe they did that and that she was going to talk to her manager. It’s been days and Jade has never checked on us at all. No manager ever called even just to see how things were. Did Jade drop the ball? I don’t know, but she has never followed thru and we have a couch that has issues. Shame on Turners Budget Furniture and shame on Jade and her manager! We have bought thousands of dollars of things from them. They should be ashamed, Jade and her manager have left great customers hanging! Terrible customer service!!!

  Business Response

  Date: 09/16/2024

  BBB,

  We are swapping out the sofa 9/19/2024.  We are also refunding his delivery fee.  Sounded like there was a communication breakdown and we are sorry for that breakdown. If we can do anything further please let us know.

  Thanks,

  Bryan J******

  Turner's Fine Furniture

  Turners Budget Furniture

  ###-###-#### office

  Customer Answer

  Date: 09/19/2024

  
  
  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 me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/14/2024

  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.

  Purchased ********** couch, recliner and puck from Turner's Budget Furniture, along with a warranty for about $5500 approximately 2 months ago. It's not worked since day one. Several technicians have came out, no resolution at all, not much trying and we are SICK of getting the run around! This company's customer service ***** and have no care for you after receiving money!

  Business Response

  Date: 05/18/2024

  After diligent efforts by our service technicians to address the issues reported by the customer, we have offered to exchange the sofa and recliner at no additional charge. The customer has accepted this resolution. A delivery date for the replacement items has been arranged, ensuring that our customer receives their new sofa and recliner in a timely manner. We are committed to providing excellent service and ensuring customer satisfaction, and we believe that this resolution demonstrates our dedication to resolving any issues promptly and effectively.

• Initial Complaint

  Date:08/16/2023

  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.

  Bed is broke down in the middle pretty bad sits sideways and it’s only 4years old

  Business Response

  Date: 08/21/2023

  ***** *** **** *******
  purchased a mattress from our store **********.  ** ***-2023 we (Turners Furniture) sent one
  of our techs to the home of ***** and **** to inspect the mattress and measure
  for body impressions.  As per the ************* warranty the mattress must measure
  1 and 1/2 inches (1.5 inches) to qualify for a warranty exchange.  The mattress that
  ***** and **** purchased measured 1/4 of an inch.

   

  
  We would gladly visit again and
  remeasure in the future if the mattress gets worse.

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *******     Please see attachment.

  Business Response

  Date: 08/25/2023

  The way ALL mattress dealers measure impressions is standard.  We use a weighted string and measure ANY impressions whether it be on the sides, middle, top or bottom. 

   

  The *** *** mattress protector is used to protect the mattress and does have cooling technology.  Sheets are designed to go over the mattress protector.  Sounds like the type of sheets being used may be giving the guest the "slick" sensation as we have never had an issue with the protectors and we have been selling them for years.

   

  The
  customer purchased the mattress from our store **********.  ** ****2023 we
  sent our service technicians to their home to inspect the mattress since
  they had complained about comfort.  Our service technician measured the
  mattress to determine if it qualified for a warranty claim with the
  manufacturer.  The manufacturer, ****************  warranty policy
  requires a depression of 1.5 inches or more before a mattress qualifies for
  return/exchange.  The mattress only measured a depression of .25 inches at
  the time of our inspection and therefore the claim was denied.

   

  
  We can
  remeasure in the future if the mattress gets worse to determine if eligibility
  for an exchange has changed.

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service 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.

  Nothing but problems from Turner's furniture.
  1. Problem one: they had a special no sales tax but I was charged sales tax.
  2. Problem two: I returned a dinning room set. Several days went by an they hadn't credited my credit card. I call to inquire why, I was told by manager ***** ***** that they didn't have my card number. Shouldn't common sense would be to call me to get my card number?
  Problem 3: I went into the store to purchase a sofa for my ****** who has ******** who was with me at the time of the purchase. I explained to the salesperson that she sometimes will urinate on the sofa so I needed something that could was handle the pee. He advised this particular sofa that I purchased. He advse if she peed the only thing I have to do is wipe it off. That wasn't true, the pee soaked into the sofa. Now the sofa smell of urine.
  Problem 4: I purchased the furniture protection plan. My *** peed on the sofa. I call the number ***** *****(the manager)gave me to call(protection plan) to report the urine smell in the sofa. When I called to report the urine smell in the sofa, they advise me they didn't have a record that I paid for the plan. Again I call ***** *****. They sent someone out but the unrine smell is still there. When I called(protection plan)on ******* to advise them the smell was still in the sofa, the rep advised me the tech who came out stated he removed the stain. I advised the rep I didn't report a stain I report urine smell in the sofa. I called ***** ***** to advise him of what the rep at the protection plan told me, that was on *******. He stated he would take care if the issue. As of ******* I haven't heard from ***** or the protection plan company.
  The sales person lied to me about the sofa being able to handle pee and I paid $249.00 for the protection plan the is useless.
  Purchased *******
  Sofa. $1,000.00
  Protection plan $249.95

  Business Response

  Date: 04/27/2023

  ON ********* ******* ****** AND ***** * ****** PURCHASED A TABLE, CHAIRS, AND WE SPECIAL ORDERED THE GUESTS AN UPHOLSTERED SOFA BY ***********.  THE ITEMS PURCHASED WERE DELIVERED *********.  AT THE TIME OF PURCHASE WE WERE OFFERING TAX FREE AND WE REDUCE EACH LINE ITEM BY 8% TO GET TO THE TAX FREE SALE PRICE WHICH THE GUESTS DID RECEIVE.

  THE TABLE AND CHAIRS WERE RETURNED AND THE GUESTS WAS GIVEN 100% CREDIT BACK TO THE CREDIT CARD USED AT TIME OF PURCHASE.  WE DON'T RETAIN ANY CREDIT CARD INFORMATION AT THE STORE LEVEL AND ALSO GIVE OUR GUESTS THE OPTION OF RESELECTING ANY WOOD PRODUCT THE DECIDE THEY DO NOT LIKE WITHIN 15 DAYS.

  THE SPECIAL ORDER SOFA THAT GUEST PURCHASED IS IN FACT A "EASY TO MAINTAIN" (AS STATED BY ***********) 100% POLYESTER MATERIAL.  HOWEVER, THE MATERIAL IS NOT WATERPROOF AND WE DO NOT OFFER ANY WATERPROOF UPHOLSTERY.  

  FURNITURE PROTECTION CARE WAS CALLED DUE TO A URINE STAIN OF THE SOFA  AND A TECHNICIAN WAS SENT TO THE HOME TO REMOVE THE STAIN.  FURNITURE PROTECTION CARE DOENS'T COVER ODORS, ONLY STAINS AS STATED IN THE DOCUMENTS PROVIDED TO THE GUEST AND ATTACHED.

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******