Complaints
This profile includes complaints for Home Furniture Company Distribution's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/12/2025
Type: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 mattress from Home Furniture 3 weeks ago 4/17/2025 based on the recommendation of our salesman Neil. The mattress is not comportable and unable to easily turn over in the bed so we called for information to return of the mattress. The mattress meet all requirements of the implied 30-day return policy and we were suprsied to learn that the store would not allow a return of any kind on their Tru brand mattress.
Their website states that "your satisfaction is our top priority" and "our return policy and warranty options give you peace of mind". The policy lists several manufacturer's as having a restocking fee for returns.
No where on their advertised website under "Customer Satisfaction statements" nor on their policies found on their website, does the information list any excluded brands of mattresses from their satisfaction claims and return policy.
This is deceptive practices that entices a customer to purchase a product believing that customer sastifaction claims are accurate and only once the call to request a return do you find out that they consider their *** *** ********) as a less than premium excluded mattress.
Business Response
Date: 05/16/2025
Better Business Bureau
Complaint Response
The customer purchased the **** *** ***** mattress in Queen
size at our S. Lafayette store on 4/19/2025. She had the mattress transferred
to our S. Baton Rouge store so she could pick it up there since she lives in
Gonzales. It was picked up on 4/22/2025. The **** *** ***** mattress is one of
our least expensive mattresses and was priced at $650.99. Our mattress lineup
pricing extends all the way up to over $6000.00. During the sales process, she
never inquired about any warranty or sleep trial information. Had she done
that, she would have been informed that the mattress she purchased has a 10-year
manufacturer’s defect warranty and no extended sleep trial program. If there is
no extended sleep trial program specified like on some of our premium
mattresses, there is no return policy. Within the last few days, the customer
contacted her salesperson wanting to return the mattress. It was well outside
of the 48 hour return window. The salesperson explained this information to the
customer. On 5/9/2025, the customer’s husband called our customer service
department and spoke with a representative. He explained that the mattress “has
a huge dip already.” He was told that a
service order could be opened for a technician to perform a mattress inspection
to see if it meets criteria for a warranty claim. Replacement of the same mattress or
reselection of a different one would happen if it met warranty criteria. He
stated he would consult with his wife to decide what to do but wanted to keep
the service visit possibility open. They
have not contacted us back to schedule the mattress inspection. This complaint
was also filed on 5/9/2025 without pursuing additional discussions with a
manager or allowing the mattress inspection to take place.
There is no “implied 30 day return policy” as the customer
claims in her complaint. There are only four mattress lines that offer extended
sleep trial periods, and they are specifically listed on our website. They are
our premium lines manufacturers ******* ******* ****** ***** ******* *** ******* * *****r. We do not list excluded brands as it is simply all the
rest of them besides the four listed manufacturers. The low-priced **** *** ***** *** ***) is definitely not considered a premium line. We cannot take it back and resell it since it
has been slept on for 3+ weeks. No other customer wants to buy a used mattress,
nor do we sell them. We cannot return it to the manufacturer unless it is
deemed defective. If not defective and we take it back, we just absorb the cost
of the mattress.
As a resolution, the customer first needs to schedule the
mattress inspection to determine if there is a manufacturer’s defect. A defect
will result in a replacement of the same or reselection of a different mattress
(credit amount of the original purchase price). The mattress can be returned
only if it is free from soiling or stains. If the inspection determines there
is not a defect, they can call and speak with manager Frank at ***** ******** to discuss further options.Customer Answer
Date: 05/19/2025
Complaint: 23308666
I am rejecting this response because:The seller's explanation is not completely accurate. The seller's policies included no disclosures nor exclusions on their website where the policy was reviewed. And therefore, the practices are unfair and deceptive in nature to the reasonable consumer because a sleep trial period was implied on all mattresses by lack of exclusions being listed. This is a violation of the ********* ****** ***** ********* *** ******* *** ********* ******** ********** laws for truthful advertising and fair disclosure.
The attached document further explains the position and clarifies the seller's inaccruacies found in their initial response to the claim.
The hopeful outcome and accetpable resolution is for the seller to provide a full refund less their advertised maximum restocking fee and additionally, to update their policies so that no other reasonable consumers are mislead which would at this point be intentionally ommitting material facts.
Sincerely,
***** *** ****** *******
Business Response
Date: 05/21/2025
We submitted our response to customer complaint ******** on May 16, 2025. Since then, we learned there was more communication with the customer. Initially on May 9, 2025, the customer told our customer service department that there was a huge dip in the mattress, it was sagging and sinking down, and they were having to lift themselves up to turn over at night. Ther customer offered to pay a restocking fee to return the mattress, but there is no sleep trial with restocking fee program available for this mattress, only for our premium mattress lines. Our customer service department set up a service call for a mattress inspection to be scheduled at no charge to determine the mattress’ condition and defects. The customer stated he would consult his wife and let us know something. A follow-up call from our customer service department to schedule the inspection occurred a week or so later. The customer then informed us that contrary to the initial conversation, there was no dip in the mattress, and it would not meet criteria to determine defectiveness. He then stated they were cancelling the service call.
The customer has made conflicting statements about the condition of the mattress and has not cooperated to this point with our offer. In order to attempt to resolve this issue, the first thing that is necessary is for a mattress inspection to be performed to determine condition. If the mattress is then deemed defective, it can be replaced with the same mattress or issued a store credit of up to the $650.99 purchase price that can be used on a different mattress or product. If the mattress inspection is performed and it does not meet the manufacturer’s defect criteria, further resolution measures can be considered.
Customer Answer
Date: 05/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23308666, and find that this resolution is conditionally satisfactory to me.I still don’t understand why the business wants to make an inspection for defects when one is not noted. Provided there are no additional charges (none have been noted to date), the business may make an in-home inspection to see that the mattress is in a returnable condition.
They state that if no defects are found, there may be other options. These options have not been fully provided. In the spirit of cooperation, I agree to start this process with a sincere hope of resolution.
Sincerely,
Kelli *******Initial Complaint
Date:06/06/2024
Type: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.
Please take note of the following information:
Date of Transaction: Around January 7, 2024
Estimated Amount: $2900
Order under: ******** ******
I purchased these beds from Home Furniture because I believed they offered good quality at a reasonable price. However, since receiving them, I have been experiencing a number of issues. One of the beds required repairs in less than two months, and now I am having the same issues with the other one. This is unacceptable to me as a hardworking single mother. I shouldn't have to deal with these problems and pay the same price for it as if there were no issues. I have been a customer of Home Furniture for years and never encountered such issues before.Business Response
Date: 06/11/2024
On last communication with customer on April 16, 2024, she
agreed to have the repair technician return to fix the beds. We requested that
she send photos to us so we could better assess what would be needed for the
repair before scheduling the visit. She never sent photos or called back. When
we received this complaint, we reached out to her and scheduled a repair visit
on June 12. Our technician can only guess what will be needed without the photos
but will be as prepared as he could be without more information.Consumer initially agreed to a service call for June 12, but then later canceled it. At least 3 attempts to contact her
were made to reschedule the service call, but she neither answered nor returned the calls. She never sent the
requested photos either.Initial Complaint
Date:03/20/2024
Type: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.
My fiancé & son bought a DAKOTA power reclining sectional sofa from NI store for my Xmas/bday >$2,800. It arrived on 12/20/23 but is/was too big. It occupied 10-11 ft of a 14-15 ft room. It used 3 separate outlets/4 electrical cords with 2 cords in our path. It left less than 2 ft to pass in some areas. Next day, my fiancé called salesman. He also spoke to store & possibly delivery mgrs. The solution was rearrange/remove pieces-an option by ppl w/no visuals. My fiancé deferred to me for further contact. I spoke to salesman about my concerns/returning the sofa w/in 24-48 hrs of delivery. I understood sofa could be returned/exchanged & REFUNDED Also, someone was coming on Sat betw 9a-3p. I tried contacting them for other options & left message. Nobody returned my call. I stayed home on Saturday. It was nearly/after 3pm when my fiancé got text that they were enroute but the schedule time passed and I left home. I called for salesman a few times in the following days/weeks and was told he was out. Customers shouldn't have to continually reach out. I spoke to store mgr **** ****** about the sofa. He knew situation & assured the acct would be credited. He directed me to pick another sofa & search at any of the stores. I visited NI & Lafayette locations. My living room was off limits due to pending sofa’s removal. The lag time & miscommunication in between was through no fault of my own. I found a smaller sofa (for less). It was delivered but the process took 1-2 months. a STORE CREDIT and NOT a refund was issued. This is very disheartening and Now my fiancé owes the original purchase amount. I'm no longer confident in the merchant. The store made effort to keep profit w/o regard for customer service. Although thankful for the original sofa, the overall situation has been a nightmare since 1st delivery. The store's goal is to prevent/discourage a refund for merchant to retain profits at the customer’s expense. A REFUND is sought and justifiably warranted.Business Response
Date: 03/26/2024
The customer purchased a power reclining sectional
sofa for his fiancé, and it was delivered on 12/20/23. After delivery, the
customer & fiance decided it was too large for the room. It is the
customer’s responsibility to choose merchandise that fits into the space
intended and meets power needs. Descriptions and dimensions of all merchandise
are listed at the showroom locations and on the website. But misjudgments can
occur, so we offer a 48-hour exchange or return policy. Customer contacted our
salesperson and they explored the possibility of reconfiguring the sectional
with fewer of the modular pieces to see if it would fit better.
A pickup of the
unwanted piece was scheduled for 12/23/23 between 3:00-5:00 pm and was confirmed by the customer. The actual arrival at the home was 3:15 pm.
The statement in the complaint states that the customer was told we would be
there sometime between 9:00 am and 3:00 pm. This is not factual-appointments
like these are always scheduled using two-hour windows. No one was home in this
case when our delivery team arrived at 3:15 pm. Our team made a trip to her residence in New Iberia for no
reason.
Fiance stated she
tried contacting us for other options and left a message. Our phones are
answered during our open hours of 9:00 am-6:00 pm Monday-Saturday. Any
voicemail messages left after hours are returned the following morning. No
message as alleged was discovered.
Fiance also alleges
she attempted to call the salesperson “in the following days/weeks and was told
he was out.” Our records reveal this
particular salesperson did not miss a single day of work from the date the merchandise
was delivered on 12/20/23 until the day it was exchanged on 2/3/24. He has his
personal cell phone number and email address printed on his business cards and
always makes himself available to his customers, even after regular business
hours.
On 1/15/24 fiance
or customer again were not home after a scheduled appointment, resulting in
another needless trip to New Iberia. They also did not answer their phones on
other occasions in attempts to reschedule visits. The process of the
exchange/pickup took approximately 6 weeks to complete but it was completely
due to the customer or fiancé not making themselves available when scheduled
visits were made and confirmed or not answering/returning phone calls when
attempts to schedule/reschedule were made. The customer was fine with having a
store credit and never asked for a refund.
Because the
furniture was in the home for such an extended time, we are unable to resell
the exchanged merchandise at full price and subsequently will be taking a loss.
We will, however, refund the balance amount to the customer instead of
maintaining the store credit.
We do not know how
to answer the other matters listed under Desired Settlement:
Other (requires
explanation)-?
No further contact
by the business-no unnecessary contact has ever been made.
Explanation of
charges-no explanation was ever requested.Business Response
Date: 04/01/2024
The credit transaction was submitted to Mr. *********** Wells Fargo finance account on 3/26/24 in the amount of $2004.17. He can check his account for verification.Customer Answer
Date: 04/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21458709, and find that this resolution is satisfactory to me.
Sincerely,
********* ******** For ****** ******** ************Initial Complaint
Date:12/14/2022
Type: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.
JULY 2,2022 TRANS ACTION DATE. WE BOUGHT A LOVESEAT FOR 2,164.97. we financed $1,705.00.. We r making monthly payments in the amount of $142..08. my husband has been itching since we got the loveseat. We had no idea it could be bedbugs. We kept checking with our apartment manager about it. today she sent a exterminator to check the loveseat. He said it is completely infested and has been for a long time and that it probably came from the warehouse that way. I called the store and talked to many people but no one would give me any satisfaction. They said there is nothing they can do. Hopefully something can be done. We now have to get rid of the loveseat by Friday. Our apartment manager has told us that which means we have no furniture and paying for something that we had to get rid of . I am 80 and my husband is 90. We would appreciate anything u can do for us. Thank you
I do not know how to upload documents or anythingBusiness Response
Date: 12/19/2022
RESPONSE TO CUSTOMER COMPLAINT
Customer purchased the loveseat and had it delivered on July
6, 2022. Company has a 48-hour return policy where a refund or reselection can
be given. During this period, the customer should examine their merchandise
thoroughly to ensure it meets their satisfaction. Customer did not contact us
for any reason whatsoever until December 13, 2022, to inform us of the
complaint. This is over 5 months after the delivery was performed. The
exterminator’s statements are baseless. There is no way they can tell where or
when a bedbug infestation occurred.
Company employs a number of practices to ensure against
bedbug and other pest troubles at our facilities. We only deal with
trustworthy, reputable vendors. We have never had a case of any kind of pest
whatsoever with this manufacturer. Our business relationship is a long and
professional one. The merchandise we purchase from them comes in truckload
quantities, so there are no other stops our vendor makes along the way. We only
buy new merchandise from our vendors, and we have a policy of never removing
customer-discarded furniture or trash. We have regular treatments of our
facilities by reputable exterminators. All merchandise is inspected thoroughly
several times prior to a customer delivery and if any problems are discovered,
it would not be delivered to the customer. We have never discovered any
infestation of pests whatsoever, including bedbugs. We have had no other pest
complaints from other customers.
We are sorry Customer has a problem with these pests, but
they did not come from us. Bedbugs can enter homes by many means and are common
to apartment complexes. There is no way to definitively identify how a bedbug
infestation occurs, including by professional exterminators. Considering all
the controls in place at Company, plus the lack of similar problems, it is
highly unlikely that this complaint occurred as represented by Customer. If the
merchandise had been thoroughly inspected by Customer upon delivery (or within
the 48-hour return window) and a problem was discovered, a refund or
reselection could have been performed. But since it has been over 5 months
since the delivery and there is no credible proof that Company caused the
problem, the decision to disallow an exchange of the merchandise was made after
a thorough review by our delivery, service, and quality control departments as
well as upper management. We will not exchange, pick up, repair, or inspect
this merchandise. We will not enter the infested home for any reason whatsoever
for safety reasons. We will not pay for any cleaning or exterminator fees. However,
in what is simply an act of goodwill towards the customer, we have decided to
credit their credit card and finance accounts by a total of $1059.97. These
transactions have already been processed.Customer Answer
Date: 12/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18569060, and find that this resolution is satisfactory to me.
Sincerely,
**** ********
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