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:07/03/2025

  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.

  I ordered a sofa on April 26th. It is July 3 and it still hasnt arrived. The store representative via chat said sorry we have no control over when it will arrive but we think it will arrive in August. I responded that I would like to cancel my order and receive a refund. They said I could not do that and offered to exchange for another piece. I do not want a different sofa. The poor communication and the unknown of if and when I will be receiving the item I paid for is very frustrating. I just want my refund so I can move on.

• Initial Complaint

  Date:04/16/2025

  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.

  Hello!I purchased a couch set on 6/23/2024. They told me it would arrive within 30 days. We received part of it on 7/12/2024 and were given loaner pieces for two center sections Both were used with flaws, one is electronic and our couch is not electronic. Both were recliners but neither worked. We have been promised more than a few times (dates below) these other pieces would come but after going back and forth since July of last year they have not been received. I continue to contact them and each time the update is the will be sent the following month with a new excuse as to why they are not here yet. They did offer for me to keep the loaner pieces vs wait for the new ones but as stated above they are not in good condition and do not recline. They offered to pick out another couch set but I do not want to go thru the same trouble and do not have desire for another set. I would rather just get these pieces delivered at this point. 9/6 - shipment delayed until October 1 10/27 - leather shortage, will arrive in November 12/14 - now will arrive in January 12/18 - will now arrive in march because of Chinese new year 3/18/2025 - now will arrive middle of April 4/16 - waiting for response Screenshots of conversation attached.

  Business Response

  Date: 04/16/2025

  Hello,

  We will reach out to the customer over the phone. I am sure we can find a solution here.

  ******

  Wallaroo's Furniture and Mattresses

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23212823
  
  I am rejecting this response because: The company has not reached to me to solve the issue after stating they would on 4/16. I have reached out twice through text message but have not heard back. 
  

  I saw a flyer that showed this past weekend were the final days the Boise store is open as it will be permanently closing down and would like a resolution before they are no longer in business.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/25/2025

  Hello,

  I will make sure someone calls you today. We are just closing that location so don't worry we will find you a solution. 

  Thank you,

  ******

• Initial Complaint

  Date:04/06/2025

  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 August 4 2023, I bought a sofa and loveseat from Wallaroo's. It was delivered on August 9th. The sofa started falling apart within 8 months. The seams ripped and the springs would poke you as you sat. I do not have kids or dogs. On March 15, 2024, I contacted them through email to address the problem, and then again many times, and they did not respond. I finally got ahold of them through text message in February of 2025, and they told me they can't do anything to help because it has now been over a year. They refused to acknowledge the various emails sent. The loveseat is in perfect condition, since we do not use it, but we do not want it, since it will surely fall apart with use as well. They told me to reach out to my local furniture repair shop for a quote to fix the couch, as they are unable to assist in repairing it.

  Business Response

  Date: 04/17/2025

  Hi ******,

  We checked into your account. Unfortunately you did not purchase warranty at time of purchase. Even if we had discussed this issue 8 months after the sale we would not have been able to add warranty because warranty must be purchased at time of sale. We have made exceptions to offer warranty a couple weeks after the sale if the product is in new condition, but certainly not 8 months after the sale. Sorry if this was not explained clearer to you. Unfortunately we are unable to process the warranty claim because you did not purchase warranty.

  Best,

  ******

  Wallaroo's Furniture and Mattresses

• Initial Complaint

  Date:04/24/2024

  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.

  I purchased a $3500 sectional in 2022, and unfortunately, my experience has been deeply disappointing. Initially, we were provided with part of the floor model and assured that the remaining pieces would be delivered. However, upon delivery, the incorrect pieces were brought. The new set included hook rings on the seat cushions, while others were without. Additionally, the ottoman they delivered differed from what was originally ordered, with discrepancies in the design of the top cushion. Repeated attempts to rectify these issues were met with further frustration. Despite assurances of replacement pieces and resolutions, these promises were never fulfilled. Communication with the company has proven challenging, Only upon physically visiting the store did I receive minimal assistance, with the customer service representative indicating that approval from the owner would be necessary for a refundan unconventional process that reflects poorly on the company's customer service standards. Furthermore, the quality of the product itself has been subpar, with feathers protruding from the cushions shortly after purchase, and noticeable sinking in the sofa within weeks of use. Despite my efforts to address these concerns, I have been met with resistance and excuses, including baseless claims of insufficient communication on my part. It is imperative to stress that customers should not be required to endlessly reach out and pursue resolution for a product that has already been paid for. Given the ongoing issues and lack of resolution, I am seeking a full refund for the product. It is unacceptable to have paid the full price for a sectional that remains incomplete, with lingering issues stemming from the company's inadequate service and product quality. I urge the company to uphold its commitment to customer satisfaction and promptly address this matter to restore trust and uphold its reputation.

  Business Response

  Date: 05/14/2024

  Customer purchased over a year ago. We attempted to service the customer and offered brand new covers and inserts at no cost. We are not willing to offer a full refund, but we are willing to service the issues. Please call ************ if you would still like to find a solution. Thank you!

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21622808
  
  I am rejecting this response because:

  I must emphasize that I am not inclined to pursue the solution of replacement parts given the repeated delays and errors in past deliveries.
  Despite previous assurances, the parts were delivered incorrectly on two occasions. As a customer, I value reliability and consistency. 
  I must also emphasize that I am not interested in store credit. The quality of the parts received is subpar, prompting hesitation in future purchases from your store. Previous customers complaints echo these issues, indicating areas in need of improvement within your business operations. I want to address that I am adamant on receiving a full refund for return of product as I never received the full complete product. 

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

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 visited Wallaroos in ***** in Fairview Avenue because I had read about their summer sale. I chose a sectional sofa from their showroom and purchased it for $2,534.88. A few hours later, I called to cancel one of the pieces, and the salesperson told me it would be no problem and I would receive a refund within the week, hearing from customer service in a few days. Their customer service rep came into the office on Mondays, I was told. I did not receive a refund for the piece I cancelled nor did I receive a call from customer service which I was told would happen. On Friday, August 11th, I called to cancel my entire order. The sales rep told me cancelling was not a problem, but I would be responsible for the 25% cancellation fee. She also indicated that the fee would be calculated from the initial credit card charge, so about $700, which I agreed to. She told me customer service would be in touch the following week, since their customer service rep would be in on Monday. Still no call and no refund, so I called the store on Tuesday, August 15th to ask the status of my refund. ******, who I purchased the couch from, told me the customer service rep could answer my questions, but was currently out of the office and would call me when he returned. I asked ****** for the phone number to customer service and he said he had to call back. I said I would wait, and please share it. He said he would need to check his call log for the number then return my call. The number he called back to give me was to *************** not customer service. I called the ************** location and asked for the customer service number, and the sales rep said she was just getting back to the office and was probably overwhelmed but to leave a message. The number the rep gave me is the same one on the website and receipt, and it goes to a nameless voicemail. I left two VMs.****** texted me this afternoon to say the sofa was now in stock if I was still interested. I declined.

  Business Response

  Date: 08/19/2023

  Hello,

  I'm sorry this was handled so poorly. We should have just refunded you right away. The cancellation fee is meant more for custom orders or orders that have been transported to the store for pickup/delivery. I show the refund has already processed. Please let me know if you need anything else.

   

  Best,

   

  ******

  Wallaroo's Furniture

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20474771
  
  I am rejecting this response because if this is true, that a full refund should be issued to me, then I would very much like the remaining $200 currently being withheld (see attached statement from my credit card). 

  I sent a letter via certified mail on Friday to the Fairview Ave. location in ***** with a check for the cancellation fee. I saw Wallaroos had credited my credit card after the check was in the mail, so I cancelled it. 

  I want to believe my issue is just a misunderstanding, but several similar and public accounts from your former customers give me reason to doubt thats the case.

  If I receive a refund for the remaining $200, I will close this case as satisfied. 
  

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

• Initial Complaint

  Date:03/30/2023

  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.

  Due to the number of characters allowed I will try to keep it short. I purchased two identical living room sets from Wallaroos in ***** on 3/4/23, from said manager ******. I received them on 3/16/23 from delivery ************************. Four out of the five pieces were damaged/defective. Damage consisted of they wouldn't recline properly or fully. Tough to engage recline, and the mechanism of one was banging into the frame causing it to not function. ***** was a witness & had attested to this fact previously to *****. I went in on 3/17/23 and spoke with *****, who said she was very aware of the situation and apologized to me repeatedly...She got on the pc looked up the set-in question, confirmed they didn't have a replacement set, as they'd be discontinued, printed it out and wrote, "100% full refund" on the top of the page. She then said, "this is not your fault, and we will not be withholding the typical 25%. You will be receiving a full refund within 5-7 days. If you don't receive it by Tuesday, please get in touch with us." The check didn't come.3/20/23 I called and spoke to ******, who reassured me, the check was in the mail.3/23/23 They came and picked up the furniture.3/27/23 ****** called and said he'd been out on vacation and wanted to follow up on what happened. He then asked if I'd be willing to come in to see if they had anything that might interested me for an exchange. I said no. I explained I'd been in and got what I wanted, and that didn't work out. I was promised my refund and that's what I wanted. He said customer service (******) would be reaching out to me, but that didn't happen.3/28/23 I called twice before reaching anyone and ****** told me that she would find out what was going on and call me in the morning between 10-10:30. 3/29/23 No call came. I called back and she stated *************************** hadn't gotten back to her, but that she'd reach out again and call me within the hour. No call came. I made another call and at this point I told her I felt I was getting nothing but the run around and that unless ****** called me tonight, or she relayed a message from him stating the check was in the mail, that I would be pursuing legal action. It was then she called me back and said ****** or **** would be contacting me tomorrow. I refused to be led in circles any longer. **** then calls me and asks me about what transpired... then he states, "that it's not their fault that I chose to act irrationally and went & found furniture elsewhere." Something to that effect, which he then recanted, after being remind of the fact they had no replacement for me, and I was promised my full refund eleven days ago. I need furniture in my home. To which he then claims they have several sets. I said, I just spoke with ******, the manager, and he never once mentioned this to me. But again, it's too late. I've been promised and I've waiting for my refund so I can pick up this other set I found and have a deposit on. He says, well we have in like 30 sets, (he was listing how many of each) and we will make sure the set you receive is in perfect working condition.... Again, no, this is coming eleven days after I was told I would be receiving a full refund because this wasn't something that was available. I said I believe I know where this is going. You are trying to make this into something that was my choice/my decision, so you feel justified in keeping my monies.I can only hope that you will do the right thing and stand behind your word/company's word and release my refund in its entirety of $4392.64, as promised. I have been more than patient. My family deserves to have furniture it can feel safe using, especially when my family consists of three special needs children.

  Business Response

  Date: 03/30/2023

  Hello *****,

  Hi *****,

  This situation was definetely mishandled. It should have been a simple exchange when we realized some pieces were not working. I will address with my team. I will also mail you a refund check for the full balance today. Expect to receive it in a couple of days. Sorry for the headache. 

   

  Best,

   

  ***************************

  President

  Wallaroo's Furniture

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19871943
  
  I am rejecting this response because:

  Although I want to thank ****** for reaching at to me here on this platform & stating that a check for the full amount will be sent in the mail today. However, I choose to keep the dispute/complaint open until I have received the $4,392.64, at which point I will be more than happy to close the case.  Thank you for your understanding.
  

   

   

   

   

   

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

• Initial Complaint

  Date:01/18/2023

  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.

  The company promises the fabric/material withstands stains and it does not. I was promised the white couch they sold me has the best and latest innovative fabric and that it will stay white and last a long time. The sales girl did not discuss warranty or any type of return policy. My couch started turning brown after one month... Spoke to the rep at the location and they even told me i probably got a bad couch from the looks of my pictures.. My complaint is they sold me a lemon. And I've reached out trying to find resolution and they finally got back to me weeks later offering free cover replacements.. which is a nice thing to do when standing behind ones product. Wrong, they call me back later that night saying the owner changed their mind and will offer me 50% off new covers. I couldn't believe what i was hearing after feeling relief that we could go with the grey covers instead and put my faith back in Wallaroos.. But instead I'm truly dissapointed in this companys customer service. My couch is 7 months old and looks like its 10 years old. I was sold a bad quality couch.. feathers flying everywhere, poking through the horrible fabric, brown spots all over from where we "sit" no kids in this house.. we've been covering our couch since a month in when we started noticing the discoloration. This company is a scam.

  Business Response

  Date: 01/27/2023

  Hello,

   

  Karley our head of customer service is going to reach out today to try and find a satisfactory solution.

   

  Best,

   

  ***************************

  Customer Answer

  Date: 01/27/2023

   
  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:12/12/2022

  Type:Sales and Advertising 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.

  Don't buy from here. Utter GARBAGE. We've had our couches for a few months, I believe may 2022 to be exact. There was stuff broken on them since the get go. Cheap, horrible quality. One foot rest already broken. Threads coming off since day one. They're already completely sunk in. Just don't. I feel obligated to help others by posting this. Do better , wallaroo.

  Business Response

  Date: 12/26/2022

  Hello,

   

  We tried calling over the weekend at the phone number provided: **************. We will try again tomorrow when the Customer Experience Team is back to work. I'm sure we can help to find a solution.

  
  Best,

   

  ***************************

• Initial Complaint

  Date:09/09/2022

  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 ordered a $2800 couch on Nov 21, 2021 and they told me it would be here in 2 months. I called monthly after 2 months and they kept giving me a run around about the couch still not in. They gave me a floor model in the meantime which is discolored and two years old (the sales guy told me it was 2 years old which is why it was discolored when I was picking out the color). Now they are saying that I can't get my new couch and I be will stuck with the floor model but I can purchase new covers if I would like (discounted at their warehouse price). I paid $2800 and am stuck with a couch valued at $500 which is old and worn.A manager was supposed to call me months ago and weekly back and forth and still no response. Kaley in customer service is only offering new covers but I have to purchase them. She said a manager would contact me and still hasn't. She is no longer responding.

  Business Response

  Date: 09/17/2022

  Danielle 

   

  We have given you options many times to even get new covers for your cloud sectional that you have had for a long time now. If you would like these new covers please reach back out so we can get them to you. We do not loan furniture for a year at a time, but we are still willing to take care of you in this situation. We have asked for anything that shows we would give you your sectional off the floor as a loaner while you waited for one new in box but we have not received that as well. This is not our policy and would not have been approved. If you have proof of this we will absolutely honor it. Right now you have filed a chargeback stating product unreceived. Until that is completed we will not be able to give you any product.