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:07/22/2024

  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 bought a table on June 15. Based on our conversation, ***** the manager, led me to believe refunds were allowed. Before I received the table I realized It was too expensive for me, I no longer needed it and also it was being offered at another store for 599. I paid 899. When I called, **** told me they didn´t allow refunds and she needed to contact the “home office” to inquire about it and it would be the next week till she got a reply. Based on her tone I didn’t foresee this happening so I went to get the table out of frustration but it wouldn’t fit in my car. I went back to tell her to go ahead with the request. She said I should hear back from her on Friday. By Monday I had not heard back. I called and she said they wouldn’t give me a refund because it was a special order (which it wasn´t) but offered to deliver table free of charge, even though I didn’t want it. They delivered the table and it was damaged. At this point I insisted that they give me a refund. The table is of very poor quality and too expensive. I also asked to speak to the home office or owner. I was told they could only be reached by a comment form on the website. I had already submitted said form and sent an email prior to even getting the table. No one responded. **** called to tell me they had ordered a new table. I told her I wanted my money back and asked again for a number for home office and she said again that I could only use the form. I went ahead and took the table and chairs back in myself and wanted to speak with someone other than her. Before I could even say that she very rudely said they are not going to give me a refund. She then told me I was harassing her and to leave. I am the one who has been harassed and given the run around from ****. I don’t believe a home office even exists. No one is available other than her to speak to, and according to her, she doesn´t make the decisions. I am very distraught over this business and just want my money back.

  Business Response

  Date: 07/30/2024

  **** ********* special ordered a grey and white dining room table with six chairs. She was called on 6/24 and told that it would be arriving that week. Once it arrived on 6/28 she was called and told it was ready to be picked up. That same day she called back stating that she wanted to cancel it, that she couldn’t afford it and wanted a refund. I informed her that all special orders are non refundable and that she signed right by the statement on her ticket. She attempted to pick up the merchandise but unfortunately it would not fit in her car. We offered to deliver it to her at no charge which she accepted. After she received it she stated that it was damaged and that she didn’t want it and just wanted her refund. We informed her that we were going to get her an entire new set and swapp it out as soon as it arrives. She still insisted that she didn’t want it and that she wanted a refund. We had stated again that we would replace her order but there are no refunds on special orders, then she threatened to go to the bbb.

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It doesn’t tell the whole story. She said she would call the home office to see if they would allow a refund. That means they do allow it under certain circumstances. The home office did not respond to me when I attempted to contact them. She said when I originally asked if I could return it if it didn’t work that they  would make it right.. how have they made it right? Along with all of the other issues I have stated, I am not satisfied with this response. 
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 08/08/2024

  In response to **** **********s response on ******* She stated she wanted a refund. I stated there were no refunds per the ticket she signed (see attached) but I could contact home office about getting store credit. *** ********* then tried to pick up the merchandise but it wouldn't fit in her vehicle. She then asked for a refund again. I informed her that it was specifically ordered for her but I told her I would speak to home office because she insisted. I let her know i spoke to home office that there are no refunds (as stated on her ticket she signed) but we would delivery it in louisville (which is 45 min away) at no additional charge in which she agreed to that. Once she received the merchandise she stated it was damaged and wanted a refund again . We told her we would get her a brand new replacement.  She refused.

  Customer Answer

  Date: 08/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nothing has been resolved. The original response from them didn’t state everything that happened. I didn’t know no refunds were allowed, **** didn’t say anything about it, except that they would make it right and I didn’t see it written. There was no one else for me to speak to at this business. They do not respond to any correspondence. I am not satisfied one bit. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:01/08/2024

  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.

  12-22-23 mine husband was gettinga recliner He paid 317.99 for it BUT went he got home it was a used recliner it's got paint around handle where you put it up at tore spots .foot stool will does not stay up..thinking it would be a new chair not USE one.i have call five or six times to frankfort discount warehouses .She did not even tell mine husband that it was used..we feel like that should made it right..but on the receipt it's said as is clearance special order I don't order please us k. WHO WANT TO BUY A CHAIR THAT BROKE NEXT TIME I WILL GET WITH HIM THANK YOU

  Business Response

  Date: 01/16/2024

  This customer purchased a recliner and understood it was a clearance model. It states it on the ticket with an arrow drawn to have them sign. They also signed the ticket stating that they received their merchandise in good condition. Customer called a few days later and stated they didn’t like the swivel and it’s too large and their feet didn’t touch the floor. I let them know unfortunately all sales are final as they signed on their ticket.

• Initial Complaint

  Date:11/17/2023

  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.

  Never received to bed side tables and was told I would get reimbursed. Still have received the money. They were 250 a piece.

  Business Response

  Date: 11/27/2023

  This customer has received their refund. 

• Initial Complaint

  Date:06/16/2023

  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.

  27 Oct 2022 ordered a chair and paid a required deposit ($150). I was told item should be here in 7 - 21 business days. On 14 Nov 22, I visited store and paid $100 towards deposit. ***** "secured" the chair and once again told 7 - 21 business days. During my monthly visits to check on chair was told nothing, but ***** kept asking if I wanted to pay more towards chair - I didn't. Finally, on 13 Jun 2023 I advised to cancel my order and requested a refund. ***** advised special orders are non-refundable. ***** said she will "try" to get my refund in 7 - 21 MORE business days. I guess as a customer I am on the hook for this chair no matter how long it takes, months years? After 30 or 60 or 90 days I am not responsible as a customer. During this whole 8 month time I never once received a phone call or anything with updates. I want my money back and will never go in that scam rip off store again!!!

  Business Response

  Date: 06/23/2023

  The customer signed a layaway agreement (see attached) that when the merchandise was paid off they would receive their merchandise and there is no refunds on layaways. 
  When the Customer stated they wanted to cancel their layaway We informed them of the agreement that they signed that there were no refunds on layaways but  we would give them a store credit for the amount of money that they paid if they didn’t want to pay off their chair.

  Customer Answer

  Date: 07/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This item was a special order item not a layaway. The store made me put 150 down payment for a special order item, than changed it to layaway. I put another 100 down because she "secured" the chair. My chair never came in! This is a scam because my chair never arrived!
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 08/08/2023

  This customer has received their refund even though it is not our policy to give refunds on layaways.

• Initial Complaint

  Date:01/25/2023

  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.

  see Attached document

  Business Response

  Date: 01/30/2023

  ***** ****** 

   

  To Whom may concern,

   

  We tried to do everything that we could to please *** ****** from the beginning like we do with all of our customers but When ** ****** came in smelling of alcohol and complaining about “what he heard about us”we probably should have not sold to him then knowing he was possibly going to be an issue but we try to do all that we can to go above and beyond for all our customers no matter what.

  *** ****** filled out an application for employment and picked a special order fabric With his wife and signed off on everything (fabric code and style see below) and after the first week he was coming in again smelling of alcohol loudly demanding where his furniture was and causing a scene in front of other customers asking “why we didn’t hire him”. He did this several times and was even calling the store repeatedly Wanting to cancel because he doesn’t like the way we treat him? The owner then called *** ****** directly that afternoon and explained that *** ****** custom order was within the time frame that he was quoted (where he signed off on in agreement) and as soon as his merchandise arrives in we will deliver it directly to him but unfortunately we couldn’t hire him at this time. 

  ** ****** then stated “if it ain’t right I ain’t takin it” and hung up.

  Once his merchandise did come in we tried to deliver it and our delivery drivers stated *** ****** was seemingly intoxicated and offered them beer. 

  To no one’s surprise when they set up his furniture *** ****** became irate stating that it wasn’t the right fabric. We had him Come in and we showed him that The fabric that he signed off on was the same one he received along with showing him ALL the fabrics that we have to choose from even Giving *** ****** the option to pick out something else as he used what he originally ordered as a loaner (even though this is against our policy) but he still said he wanted his money back, bellowing “why do you still have that now hiring sign in the window” we even offered lamps and store credit to get him to fulfill his signed contract with us.

  We put in a refund request and asked to put his money back on his credit card but then he stated he lost his credit card. 

  *** ****** then Asked to put it on his wife’s credit card even though he made payments and from another card we put the full Refund amount on his wife’s credit card (see wife’s signed slip below) now he’s calling intoxicated repeatedly even having family members now call our store and coming in stating he “wants his money”.  

   Again we go above and beyond for all our customers but unfortunately there are some people that you cannot make happy no matter what. 

  Now we are stuck with *** ****** unique custom furniture that he picked out, signed for and agreed too that there was no refunds on special orders. 

   

  Business Response

  Date: 01/31/2023

  ***** ****** 

   

  To Whom may concern,

   

  We tried to do everything that we could to please *** ****** from the beginning like we do with all of our customers but When ** ****** came in smelling of alcohol and complaining about “what he heard about us”we probably should have not sold to him then knowing he was possibly going to be an issue but we try to do all that we can to go above and beyond for all our customers no matter what.

  *** ****** filled out an application for employment and picked a special order fabric With his wife and signed off on everything (fabric code and style see below) and after the first week he was coming in again smelling of alcohol loudly demanding where his furniture was and causing a scene in front of other customers asking “why we didn’t hire him”. He did this several times and was even calling the store repeatedly Wanting to cancel because he doesn’t like the way we treat him? The owner then called *** ****** directly that afternoon and explained that *** ****** custom order was within the time frame that he was quoted (where he signed off on in agreement) and as soon as his merchandise arrives in we will deliver it directly to him but unfortunately we couldn’t hire him at this time. 

  ** ****** then stated “if it ain’t right I ain’t takin it” and hung up.

  Once his merchandise did come in we tried to deliver it and our delivery drivers stated *** ****** was seemingly intoxicated and offered them beer. 

  To no one’s surprise when they set up his furniture *** ****** became irate stating that it wasn’t the right fabric. We had him Come in and we showed him that The fabric that he signed off on was the same one he received along with showing him ALL the fabrics that we have to choose from even Giving *** ****** the option to pick out something else as he used what he originally ordered as a loaner (even though this is against our policy) but he still said he wanted his money back, bellowing “why do you still have that now hiring sign in the window” we even offered lamps and store credit to get him to fulfill his signed contract with us.

  We put in a refund request and asked to put his money back on his credit card but then he stated he lost his credit card. 

  *** ****** then Asked to put it on his wife’s credit card even though he made payments and from another card we put the full Refund amount on his wife’s credit card (see wife’s signed slip below) now he’s calling intoxicated repeatedly even having family members now call our store and coming in stating he “wants his money”.  

   Again we go above and beyond for all our customers but unfortunately there are some people that you cannot make happy no matter what. 

  Now we are stuck with *** ****** unique custom furniture that he picked out, signed for and agreed to that there was no refunds on special orders.