Complaints

This profile includes complaints for Smith Brothers of Berne, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smith Brothers of Berne, Inc.

  356 Monroe St Berne, IN 46711-1265

• 

  Smith Brothers of Berne, Inc.

  PO Box 270 Berne, IN 46711-0270

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:02/21/2025

  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.

  I ordered a Smith Brothers of Berne sectional from sofa Store in ********************* Md.Was delivered to new home in ******** in Feb 2024.Was not used for several months as house wasnt finished.I started conversations in June of 24 that the welting wasnt sewed properly the fabric was wrinkled. They sent new covers for seats.. wrong color.The manager at ********** would take forever to email back, until year and warranty was up. Then they said we werent going to help you. We will give you 20% off a new one, that cost 11k I had already spent ***** my investment at this point would be close to 20k Now, Smith brothers is ignoring me .I cant get anyone to resolve this. I send emails I call, they promise to call.. if they do its weeks later.But normally there is zero response!And the couch was a high end purchase.I want a replacement, Ill even purchase leather and you reimburse me the amount I spent on this ******* not trying to rip your company ****** trying to get a couch worth the money Im spending.And at these prices, youd expect better customer service!

  Business Response

  Date: 02/25/2025

  Thank you for reaching out and sharing your concerns. We always strive to provide the best possible service and have made every effort to address your requests in good faith.
  
  Your original concern was that the welts on your sectional were losing color. To resolve this, our fabric committee approved and provided replacement seat casings at no charge. The dye lot for the new casings was carefully matched to the arm caps of your piece to ensure consistency. However,as with all fabrics, exposure to environmental factors can cause color changes over time, and dirt accumulation may also affect the appearance of the material. Additionally, we understand that this piece was placed in a new construction home that, as you mentioned, was not yet completed at the time,and environmental factors beyond our control may have impacted the fabrics appearance.
  
  Beyond this initial concern, you also shared with our customer service team that you were unhappy with how the fabric shows dust and debris, mentioning that you use a Rainbow Sweeper daily to clean it. While we appreciate your feedback, this appears to be a case of buyers remorse rather than a product defect, as the fabric and construction of your sectional met our quality standards.
  
  We also want to clarify that all warranty claims are handled through our retailers, as they have a direct relationship with the end consumer. We understand that you have been in communication with The Sofa Store, and they had extended a goodwill offer of 20% off a new purchase to further assist you. 
  
  While we regret that this is not the resolution you were hoping for, we have addressed your concerns within the scope of our policies.Please feel free to reach out to The Sofa Store if you have any further questions.
  

• Initial Complaint

  Date:11/30/2024

  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.

  We purchased a Smith Brothers recliner for over $2900 from ******, the store manager at ***************** in ********, ******* on May 11, 2024. After 49 years of work, I am now disabled and purchased this recliner for sleep. Now in November 2024, the cushion sinks to the bottom when I sit on it. Not being able to demonstrate this in pictures or videos because the low point is under my behind, the warranty cannot be honored by Smith Brothers.I had asked ****** if we moved away from the area would the warranty be honored. He said ****** we abandoned the lifetime warranty idea and asked if we could buy a firmer, sturdier foam piece for the cushion from Smith Brothers in Berne, ********We would pay all costs and shipping. ****** is insistent we return the cushion to the store. We cannot do so for two reasons #1. We moved 300 miles away from ***************#2. I sleep in the chair and some form of cushion is needed. We add a pillow to help, but it less than ideal.I have also written Smith Brothers about purchasing replacement foam. They do not respond.If you buy a Smith Brothers recliner from this Larimer Furniture for comfort and sleep, do not do so for what we paid. Chances are you will be disappointed.Smith Brothers require a customer return to the place of purchase for issues or parts for their furniture.

  Business Response

  Date: 12/02/2024

  Thank you for contacting us and sharing your concerns. We fully understand the importance of having a comfortable chair, especially with the challenges youre facing, and we are committed to helping you find a resolution.

  After reviewing your complaint, wed like to offer a solution. Since you are unable to return the cushion to Larimer Furniture due to your relocation, **** partnered with **************************, a retailer near you, who is ready to assist. They will remove the current foam core from your cushion and replace it with a firmer, more supportive foam core. Your new foam core will be sent to M & E ******** later this week, and their team will help you with the replacement at no additional charge, provided you bring the cushion and casing to their store. The store is located at ****************************************************************************************

  
  You mentioned you reached out to us directly regarding this issue, but we have no record of that communication. Could you please let us know how you submitted your request? This will help ensure that any future complaints or requests are properly addressed.

  
  Thank you again for your patience. We look forward to assisting you with this matter.

  Customer Answer

  Date: 12/02/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:11/08/2024

  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.

  purchased august 2024, delivered **** and ottoman October 2024. Top back of sofa began to squeak after 7 days. Contacted **** furniture (seller), who contacted Smith Brothers. Smith Brothers wants the sofa sent to ******* from **, to be repaired. The set cost ********. Smith Brothers said they would provide quality furniture and that just didn't happen. I feel they should provide me with a new replacement sofa with the quality workmanship that is stated in their advertising. I paid the large sum of money for a quality piece of fine furniture not a sofa that needs to be fixed within 7 days of delivery. I do not want a patched up sofa.

  Business Response

  Date: 11/11/2024

  As per our company policy, all warranty repairs are handled at our ******* facility, where our skilled technicians can thoroughly address any issues with careful attention to detail. As we do not have repair teams across the ***** items requiring adjustment need to be sent to our facility. As a company dedicated to crafting high-quality, USA-made furniture,we approach warranty issues by replacing specific parts and materials as needed. This approach allows us to maintain the quality and integrity of each piece.While we are unable to offer a replacement sofa at this time, we are fully committed to making the repair process as smooth as possible. This requires that our team evaluate the sofa directly to address any quality concerns and restore it to the high standards you expect.

  Customer Answer

  Date: 11/11/2024

   I am rejecting this response because: you speak of your company providing high quality workmanship and you didnt. Now I will be left without a sofa for numerous days or weeks. That is not acceptable for me after faithfully paying over ******** upon accepting delivery. That is totally an inconvenience to me. I will accept a newly made sofa with the quality workmanship you pride yourself in. No quality sofa should fail in 7 days.  I am totally appalled that you are putting such an inconvenience on me that I cannot even have family and friends be entertained in my home because there will be only 2 chairs left in my living room  this is disgraceful on your part  

   

   
  
  

  
  

  Business Response

  Date: 11/14/2024

  We understand the frustration youve experienced with the furniture, and we genuinely regret the inconvenience this has caused.  To address the issue, we offered a 15% inconvenience fee to cover the cost of removing the furniture from your home. This offer was extended in the hope of providing some relief while the necessary repairs are coordinated. As the logistics for returning the furniture to the factory for repair will need to be managed through your retailer, they will be your point of contact to facilitate the process and ensure everything is handled smoothly. Were grateful that you have accepted this offer, and we remain committed to resolving the matter promptly. If you have any questions or need further assistance during the process, please do not hesitate to reach out **** Furniture.

  Customer Answer

  Date: 11/14/2024

   I am rejecting this response because: I am not aware of a cost to remove my sofa from my house.  So, what is the 15 percent pertaining to?  I do not understand the resolution you are proposing. Please be more specific and also, in your response you said I have accepted these terms, that is not the case.  I don't understand why you would say that when it is not true.
  
  
  

  Business Response

  Date: 11/20/2024

  Since Ms. ******* has declined all resolution offers, our retailer,****** Furniture, has decided to arrange for the pickup of the sofa and issue a refund for said sofa to Ms. *******

• Initial Complaint

  Date:12/18/2023

  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.

  This chair was purchased from ******************** on August 5, 2023. It was purchased for a ************************************************************* this chair. On Saturday, December 9, 2023 the chair back came off while he was in it sending him back on to the floor. He is unable to get up on his own, very weak, so we came to lift him up onto a bed. The chair is at my in-laws, aged 90 and 88. They are incapable of taking a chair apart and it was about 5:00 in the morning. So this happened on it's own when he either moved in his sleep or awake. Very traumatic and his neck has hurt since. No dr. was involved as he is under home care (form of hospice) already. We spoke with ******************** who came and took the chair back to their store. When we found the man on the floor the chair was as it is in the pictures uploaded. After speaking with ******************* 5 days later he has determined this simply could not happen. As it did, I am very frustrated with this scenario. As we had to have a recliner for ***** to lay in, I had to purchase another chair, which I did at a different store. ******************* was adamant after speaking with his "manufacturer" that the chair is fine and this simply did not happen. I am quite furious at this lack of customer service, but since he is the middle man I would like for Smith Brothers to accept their own chair return. It is currently sitting at ***** and all they want to do is bring it back. We would not ever put a 90 year old person in this chair again, as it has already caused injury. We want nothing other than our money returned to us. A separate ****** Review will be filed under ******************** for their total lack of customer service, but they did not make the chair.

  Business Response

  Date: 12/18/2023

  We sincerely regret the distressing experience with the chair purchased from ********************, and we appreciate your bringing this matter to our attention. Our top priority is the satisfaction and well-being of our customers. Upon reviewing the details provided,we understand the unfortunate incident that occurred with the chair, and we empathize with the concern for the well-being of the individual involved.Please know that we take product safety seriously. While we are not able to independently assess the situation, we have forwarded your concerns to our quality assurance team for a thorough investigation. We will work closely with ******************** to ensure a comprehensive examination of the chair's condition.In the meantime, we have spoken to ***** and they will be providing you with a refund for the chair and we will bring the chair back to the factory.

  Customer Answer

  Date: 12/18/2023

   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.  I will await the refund from ********************, who has the chair and can return it directly to the factory.

  
  

  Thank you.

• Initial Complaint

  Date:12/12/2023

  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.

  We are both in our mid-to-late 70s, live in a clean home, have no children at home, do not eat on the furniture, have no pets and do not smoke. Since delivery our new Smith Brothers sectional on May 14th, 2023 the only people using this sectional have been the two of us, with the infrequent visit of a family member. No one has sat on the sectional in blue jeans or dirty clothing, and we ourselves typically wear lighter colored fabrics.This sectional is exhibiting color changes on the wear surfaces of the cushions, most evident on the seating surfaces. There is gray color developing and darkening in these areas and it is very noticeable against the lighter colored fabric. Our initial concern was that this may have been due to color or dye transfer from clothing. Upon reviewing our lifestyle, our own clothing choices and the use of the sectional to-date we are convinced this is not the cause. Other light colored furniture fabrics have been in our home for many years on accent chairs and dining chairs. None of these exhibit the fabric darkening after continued use by us wearing the same types of clothing. The sectional looks horrid and worn in our home after only eight months.******** Furniture has contacted the manufacturer on our behalf and they have offered to replace the chaise cushion and the adjacent cushion in the same fabric. However, we do not accept this solution as it does not address the fundamental problem which we believe to be upohlstery fabric related. We fear that once replaced, the two new cushions will, over time, likely not match the remaining cushions and other wear surfaces on the sectional which are already showing the same problem and are expected to worsen. We have no confidence the replacement cushions with the same fabric will not exhibit the same problem.We have requested that the manufacturer replace the entire sectional with a comparable grade fabric.

  Business Response

  Date: 12/13/2023

  To thoroughly evaluate and address ************************** concerns with the fabric, we requested that he send in the current sectional casings for further evaluation and testing. We offered to send new casings at no charge as replacements so that ************************ is not inconvenienced. Though ************************ feels that there is a fabric defect, we have not yet been given the opportunity to test that theory. Unfortunately, we cannot rule out environmental factors or fiber transfers from other materials such as sheets or blankets which would not be considered defects and therefore not covered under the warranty. Having the opportunity to assess the fabric directly will help us better understand the nature of the issue. At this time we cannot commit to re-upholstering the sectional with a new selection of fabric.

   

  Customer Answer

  Date: 12/13/2023

   I am rejecting this response because:

  We understand that the company needs to evaluate the fabrics. We were notified only yesterday, December 12th, that a request had been made to ship fabric back for evaluation. ******** Furniture has agreed to pick-up the cushions on Tuesday, January 2nd, **** for return. NO OFFER has been made to us to provide temporary covers during the evaluation period. We are disturbed that we must have this $4750 sectional in our home without all fabric covers. It makes it very inconvenient for us to find a place to sit, especially if we were to have any guests.
  
  

  
  

  Business Response

  Date: 12/14/2023

  Smith Brothers is currently working with the retailer to get all the information required in hopes to better serve our customer. After all information is gathered Smith Brothers will then work with retailer to accommodate our customer in the best way possible and will ask the retailer to communicate directly with the customer. 

  Customer Answer

  Date: 12/14/2023

   I am rejecting this response because:

  We are awaiting pickup of the defective fabric/cushions on January 2nd by ******** Furniture. At this time there is insufficient icorrective action nformation or a satisfactory response from the manufacturer in resolving the complaint.

  We still have not been offered temporary fabric covers or cushions for our use during the period of evaluation, as stated in the first response herein from Smith Brothers.

   

  
  

  Business Response

  Date: 12/15/2023

  Smith Brothers has spoken directly to the retailer. Smith Brothers now has the full story from the customer and retailer on this issue. ********************************************* is asking that the customer send back an arm cap to the retailer for dye lot matching and Smith Brothers will replace all the seat casings in the original ordered fabric for the customer at no charge. Once the retailer has the new seat casings they will stuff the foam into the new casings and then at that time send back the old casings to Smith Brothers so we may send those casings to fabric mill for evaluation and testing to see what caused this whether it be a fabric defect or environmental. This way the customer does not have to be without any seats on the sectional through the entire process. 

  Customer Answer

  Date: 12/18/2023

   Better Business Bureau:
  
  We will accept the offer from Smith Brothers to replace the covers on all cushions (chaise plus three regular seat cushions) at no cost to us. We have contacted ******** Furniture to make arrangements for them to pick up and ship the requested arm cover for the purpose of dye matcing.

  However, this is a provisional acceptance based on both of the below items:

  1. The replacement covers satisfactorily match the fabric on the other surfaces of the sectional.

  2. We are informed of the evaluation findings and in the event a fabric defect is found we would expect the entire sectional to be replaced.

  Thank you.

• Initial Complaint

  Date:12/12/2022

  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 2 recliners from ******************* May 26, 2021 for $ ******* with a 25% discount due to the fact it would take 20 weeks for delivery. I received them mid January. ********* kept me updated as to the delay and offered a $500.00 discount due to the delay. I have had one problem after another since receiving the recliners. There was an insufficient amount of stuffing in the bustle back. They came several times with stuffing from Hobby Lobby!!!! Unbelievable!!!! These are luxury hand made recliners with lifetime warranty. The bottom cushion had to be replaced and was supposed to be filled with a down outer area which there was none. Then the frame broke on one of them. One of them wasnt finished out, with nailheads you could see poking out and would punch the leather at some point. The furniture store came and took pictures and sent one of the chairs back to be totally remade. The only reason they said they sent it back rather than ordering a new one, was to make sure the leather matched. I got a call yesterday from ********* saying the chair came back from the factory and had not been repaired. They had put glue in a broken frame!!! There was a s**** missing from the other one that held the mechanism on the side in, and is doing the same thing the other one did. Im sure the frame is broken on it too. I am way past upset and demand a refund. The furniture company will only give store credit and say they cannot get in touch with Smith Brothers Furniture. It has been a year of constant problems with these recliners that I truly would have loved if they had been the quality I was sold. I want a refund from Smith Brothers ASAP. This is so bad. I have a bad back and it took me 6 months to find a comfortable chair. The one I sat in prior to the purchase was extremely comfortable. What I received was way different and defective. Please help me resolve this matter. Thank You! The photos of the frame are with *********. I will upload the ones I took on delivery.

  Business Response

  Date: 12/14/2022

  Smith Brothers has worked with **********. The customer will be given a full refund and the customer is choosing two new chairs from a different vendor. 

  Customer Answer

  Date: 12/14/2022

   I am rejecting this response because:
  
  ********* has been amazing to work with me. They were unable to get in touch with Smith Brothers or there representative.

  The terrible customer service was with *********************************************. I was offered store credit at ******* and found two recliners that I liked, however they do not match my decor at all. Smith Brothers should reimburse ********* for these two bad chairs. ********* is a great store and they have great customer service!! 

  Business Response

  Date: 12/16/2022

  Smith Brothers is in fact working closely with ********** on refunding them for their troubles in this situation. 

  Customer Answer

  Date: 12/17/2022

   Better Business Bureau:
  I will double check with ********* to make sure they have been reimbursed for the loss they incurred. ********* has been exceptional in working with me. I was not able to get the recliners that match my other furniture, however, I am satisfied that it will turn out ok. I wont know if it is a perfect solution until I receive the new ones and see how they look in my home.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.