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:01/06/2025

  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.

   
  Complaint: 22775279
  
  I am rejecting this response because:
  

  ******* claims that the cushion being deflated and unsupported is "wear and tear". Which is ENTIRELY incorrect. We made the couch purchase on May 26, but did not get the delivery until June 8. Between June 8 and June 29 when I sent the first email, a cushion could not experience deflation and that level of sag in 20 days (especially considering no other cushion had this same problem).The cushion was delivered to us with no support, and performed differently than all the the other cushions on the couches. When a couch is delivered that way, it is NOT due to "wear and tear". We decided to communicate with customer service about this since it was 100% a manufacturer defect and our couch was brand new. This is a textbook example of a defective product, however, we are being blamed for causing the "wear and tear" and Midwest Furniture Liquidators is not standing behind the products they sell.

  Additionally, ******* states she proactively worked to help our case, however, per the original complaint that outlines specific dates, ******* did NOT respond in a timely manner to us; even if the manufacturer was delaying its shipment, she still could have updated us on the status. We instead had to follow up multiple times to get a response from her. ******* is also conveniently not addressing the fact that she lied to us in her email responses saying that their manufacturer was shipping and was waiting for a truck to deliver, when it actually never was being worked on.

  Finally, ******* is also conveniently leaving out that Midwest Furniture Liquidators is able to return the couch if there is a manufacturer defect and if the couches are discontinued. In our case, the cushion is very obviously defective and has been defective since the day we received the couch. And it was written out and clearly stated in our emails that the material for our couch is discontinued and no longer being produced. Which means we are subject to a return based on their policies. In our most recent few emails with ******* we asked for a phone number to contact a manager twice, as she has not been able to provide any real solution in the past 8 months. Both requests for a manager's contact were ignored by *******. She is not performing her job as customer service and is instead causing additional frustration and showing unprofessionalism. 

  I have attached the entire email thread between ******* and I. 

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

  ause of this whole mess and she threw the terms and conditions of our purchase in our face and told us all sales are final. ******* then gave us the option to just receive the foam core of the cushion and we had to install it ourselves.Another month later, end of November, we are told the foam cushion will be transferred to the ********** facility for pickup. Middle of December, the cushion arrives and I go to pick it up. There were 2 cushions with my name on them because ******* had ordered the 2 WRONG FOAM CUSHIONS. I needed the center cushion and I received the right and left cushions. While in the store we were told that we have a 1 year warranty by our salesperson there. On December 13, ******* said she would place another expedited order for the center cushion foam. After following up about the cushion in January we were told that the factory was on vacation from December 23-January 6. So between December 13, and December 23 nothing was done to help our case.

  Business Response

  Date: 01/09/2025

  This letter is regarding the customer **** *********. Date of purchase May 26, 2024.
  To clarify, the customer initially reached out regarding the deflated and unsupportive center cushion, we took immediate action. We sent pictures to the manufacturer to get parts to satisfy the customer. After investigating, the manufacturer did declare that this was not a manufacturer defect,it was natural wear and tear. However, to satisfy the customer we went ahead and ordered the necessary part for the sofa.
  Unfortunately, the fabric had a back order. I emailed and corresponded with the manufacturer on multiple occasions to get *** for the customer. Unfortunately, the issue of the backordered fabric added a layer of complexity, as the fabric you had was being discontinued. However, we worked directly with the manufacturer to locate an alternative, which led to a delay in the replacement part's arrival. The parts finally arrived, and the customer picked the parts up.  Once the customer took the parts home they emailed and called right away stating that we ordered the wrong parts. We assured the customer that the part was in fact ordered correctly and this part was sent WRONG from within the company. I have attached the part order request that was sent to the manufacturer to get the original part.
  On Friday December 13 the part was again ordered and we let the manufacturer know we would like this ****.
   While we were hoping for a timely resolution, the manufacturer's holiday closure (December 23 -January 6) did cause some additional delays in shipping the correct cushion.
  I can assure you that we have been proactive in ordering and following up on the correct parts. Unfortunately, due to the closure, the cushion you requested did not arrive before their break. We understand how inconvenient this must be, and I want to reiterate that this delay was entirely out of our control. Yes the company was open a week after the fact that we ordered the part yet again but we cannot control the manufacturer in when they ship out the parts. We made it clear and let them know we needed it **** but unfortunately that did not happen.
  Regarding your concern about the part being incorrect: While the part that was initially sent (LAF and ***) was not what was needed, we have already requested the correct middle core part, and we will ensure that this is sent to us.
  
  Id like to emphasize that, unfortunately, due to our store policy, we are unable to process a return since all sales are final.
  Please know that we are doing everything we can to expedite this process on our end. There is a manufacturer that is involved and that has their own process of production and manufacturing parts for shipment.
  
  I have attached some of the email chains with our **** and parts departments as well as the original part order that we sent to ship out.
  If you have any further questions or concerns, feel free to reach out.
  
  
  Thanks,
  *******
  
  
  
  

  Business Response

  Date: 01/23/2025

  There is no need for the customer to reject this issue. 

  There was no lie, the manufacturer considered this a wear and tear. 

  Manufacturer makes the product so manufacturer saw the pictures and the manufacturer stated what they stated. 

  Again as a customer service *** I asked to still get a cushion to make the customer happy.

  The back and forth from the company was again because they were checking on fabric. Fabric was discontinued and they were trying to see if they had enough to get for the customer. Now we ordered he cushion core and manufacturer sent it out to us. 

  However customer received wrong parts. Yet the customer still has the *** and *** cushion cores. The middle cushion was ordered ( we received it later then expected but it came in) and we emailed and called the customer to let them know the middle cushion is ready to be picked up. 

  So now customer will basically have all 3 cushions brand new. It was an unfortunate circumstance that we were at a stand still with parts and delivery however we did take care of the issue. customer will just need to make their way to the store for pick up. 

   

  Sabreen 

   

   

  Customer Answer

  Date: 02/04/2025

  Complaint: 22775279
  
  I am rejecting this response because: I still have not resolved anything with the company. 
  
  The company has informed me that they are sending out another furniture company to fix my couches. This tells me still, that my couches are defective and Midwest Furniture Liquidators are avoiding the fact that my claim is still just.
  
  They are refusing to help me out as a customer and are working on anything else to try and avoid my complaint. 
  
  Thank you.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 02/06/2025

  Per our terms and conditions which I have attached. 

  Any defects such as manufacturer defects or damages we will schedule a repair technician to go to the customers home and repair/ inspect any pieces the customer is having an issue with. 

  To clarify, sending a technician is part of our standard process for thoroughly assessing any issues and determining the best way to address them. This is not an indication that weve identified a defect, but rather an opportunity to examine the situation in person and provide a solution based on the technicians findings. The tech that inspects the pieces allows us to assess the situation firsthand and gather a detailed report. Once we receive this assessment, we will be able to determine the appropriate next steps to resolve the issue. As long as the integrity of the sofa and loveseat set remains intact, we are confident that the issue can be repaired.

• Initial Complaint

  Date:07/31/2023

  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.

  On April 2nd, 2023 I walked into Midwest Liquidators located in ******, ******** to purchase furniture. I found a bedroom set and a couch that I purchased on this date. The total amount I owed for all the furniture is $5,471.19. (Photo of the reciept is attached to this dipute). On May 5th, 2023 my furniture was delivered. Upon installing my bedroom set, my bamboo floors in my bedroom were scuffed up. (Photo of the floor is attached to his dispute). I reached out to Midwest Liquidators the same day as the delivery to let them know my floors are scuffed up. Midwest Liquidators told me over the phone that a man named "******" who works for the delivery company is going to reach out to me at his earliest convience. The name of the delivery company is called "MS ******** ************* On May 19th, 2023, ****** contacted me via phone call and gave me his name and phone number and said I need to go through him for this dispute. On May 19th, I wrote an email to ****** explaining the situation while also attaching a photo of my floors. He called me and said I need to provide 2 quotes from flooring contractors to fix my floors.Upon calling many flooring contractors, they cannot refinish bamboo flooring. The entire floor in the bedroom needs to be replaced. On June 4th, I texted ****** 2 quotes of new vinyl flooring for my bedroom (which is cheaper than bamboo). The first quote was for $2,985.28. The second quote was for $3,407.00. Upon sending him these quotes I have not recieved an answer back. I have tried many attempts to reach him. I texted him "Any Update?" on June 5th, 2023 and June 29th, 2023 and got no response. My boyfriend, ***********************, contacted him on June 9th, June 13th, June 19th, July 10th via text, still no repsonse. Finally, I called Midwest Liquidators on 07/21/23 to complain and a manager told me he is working on this issue; however this issue is till not resolved Midwest Liquidator's phone number is ********** ******'s phone number is **********

  Business Response

  Date: 08/21/2023

  
  
  Hello, 
  
  This is in response to ***** * issues.  
  We have been working with our third-party contractors about the issue Ms. * has. The contractors have reached out to the customer and stated they would take care of the issue. The third party would have to go through their own Process to obtain fair and more accurate estimates to take care of the issue.  
  What we learned is that our contractor was not able to send an estimator to evaluate the repair/replacement of the flooring.  
  We hope that issue will be resolved as soon as possible without any delays, and we are working efficiently with our contractors to resolve issue. 
  

• Initial Complaint

  Date:08/17/2022

  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.

   
  Complaint: 17728853
  
  I am rejecting this response because:

  Re: ID # ********- **********************

  To:**********************************************************************************************

  You don't often get email from ***********************.Learn why this is important

  Dear Sirs,

  
  

  Thank you for your email. Please be advised that due to unforeseen circumstances, I was unable to answer sooner. I want to inform you that I still have not resolved complaint with Midwest Furniture Liquidators.  

  
  

  Thanks in advance,

  
  

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

  Tel#: ************

  
  
  Sincerely,
  
  ********************************** ******************************************************************************* Tel#: ************ (Home) ************ (Cell)

  Business Response

  Date: 08/18/2022

  Hello,

  Yes ****************** did send us pictures and an email of the damages. I was unaware of the mirror. The email was of the sofa itself. ****************** did ask for a discount that is where we offered him $60.00.

  Once the customer did send me more pictures I did realize there was a mirror that was damaged. The mirror damage was done by the delivery team and I did send that to the third party contractors and as for the sofa I did send the pictures to the manufacturer to send out a tech to inspect if it can be repaired. I did let the customer know. On Thursday Aug 18. I unfortunately do not work every day so it does take time to get back to emails.

  However, we will take care of the issues present since they were reported right away it just sometimes takes a few days.

   

  *******

   

  Business Response

  Date: 09/12/2022

  Hello,

   

  We had a tech go out to the customers home for the inspection of the sofa. Sofa would need to be repaired. Getting the sofa into the clients home was tight which is why the sofa had damaged due to the tight space getting into the clients home. 

  Someone did speak to the customer 9/11 and let them know there wouldn't be a better resolution other then getting a repair done.(Due to the tight fit) Customer agreed for repairs. Just giving an update this is not something that would be taken care of in 24 hours. Its a process that we have to go to tech and manufacturer. This will be taken care of but it does take time as well.

   

   

   

  Customer Answer

  Date: 09/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I was informed they'll send technician to do repairs. Therefore we are waiting.
  
  Sincerely,
  
  *******************************