Complaints
This profile includes complaints for Paul's Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:01/13/2025
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.
I have worked with the business and we have come to a resolution together. They made a service call with me to get it done.
Business Response
Date: 01/15/2025
The normal process is to call the manufacturer and they take care of the appliance repairs because we aren't licensed to work on appliances. We stated that to the customer and he said he couldn't get a hold of whirlpool so we called and conferenced him in and they set up a appointment for Monday for the repair. Per the customer he is satisfied and is not going to go forward with the complaint. Whirlpool stated to us they were closed 3 days due to inclement weather. If you need anything else please let us know.
Paul's Furniture
Initial Complaint
Date:08/26/2024
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.
Complaint: 22196263
I have reviewed the business' response and am rejecting it because:
There are lies and fabrications within ****** response:
1. We originally asked the salesman to look up our previous order. We were told they DO NOT keep records. I have no idea what ****** does in regard to tax requirements, and I don't care, but we were told they do not keep records.
2. The return policy clearly states, "If you are unsatisfied for any reason..." ANY REASON! After stating for any reason,then ****** puts several conditions on the return. So, which is it Paul's furniture, for any reason or not? We are not satisfied with the product or with ****** service.
3. We did not special order an item. The salesman found the item in the kiosk and since it was not in stock, we decided to have one shipped. There were no special fabrics or colors.
4. We were coerced to sign the "received in good condition" document before we even seen the chair. A man behind the counter said the item had been fully inspected and was in good condition. My wife reluctantly signed the document in the store and not on the dock as Pauls claims. When we reached the dock, they had to unwrap it for us to see it. So,Paul's furniture, was it inspected or not when my wife was coerced to sign the document?
5. ****** can lie all they want about me or my wife sitting in the chair during the inspection. This did not happen. We were rushed during the inspection of the chair. Then it was re-wrapped and loaded onto our trailer.
6. We did not pay for a defective chair which could be fixed. We paid for a new chair without any defects. We were sold a lemon.
We realize we are stuck with a nearly $1000 piece of garbage. It is my assumption they are lying about us in an attempt to protect them from being criminally charged. This is a horrible business that sells knock-off furniture which does not allow them to stand behind the product. We learned this by calling the ****** corporation ourselves to complain about one of their vendors. We were told ****** is NOT an authorized vendor of ****** ********************* So Pauls, are you really selling ****** furniture or are you just stealing the name?
It is my hope others find out about ****** and don't waste their time or money there.
Sincerely,
Stace and *** ******Business Response
Date: 09/11/2024
Please see attachment for business response.Business Response
Date: 10/08/2024
I attached the original so the return policy is color coded as it doesn't show up here.
Date: October 8, 2024
Complaint CC-2024-08-****** Mr. ****** J ******
Dear Sir,
I am responding to the dispute that Mr. ****** sent in on September 29, 2024. I disagree with the content of that dispute.
Response to their statement on August 15, 2024:
Mr. ****** stated that they were told that we do not keep records,that is incorrect. We must keep records of all purchases legally for tax purposes. We keep 2 years down at the front desk and beyond that we keep them up in the office.
The full return policy is online, and they are only referring one sentence, If you are unsatisfied for any reason with your purchase you can return or exchange it within 30 days of delivery. The very next sentence in that same paragraph states, Returned items must be new and in unused condition. (You can see below that they used the chair for 6 days (August *****) before contacting us in which the chair was no longer in new condition.) Also, it states, Special orders where custom fabrics or colors are selected are non-refundable. The previous statement is mentioned several times in the return policy. The policy also states, Returns are only accepted in their original boxes, and should be unassembled.
Response to their statement on August 20, 2024:
Mr. ****** stated that they were asked to sign the receipt prior to seeing the recliner. We took the couple to the back dock to load their recliner that was still in the original shipping package. They wanted to visually inspect the recliner in which we fully understand. The manager unpacked the recliner, and the couple fully inspected the recliner from top to bottom.They even flipped it over to look at the underneath and the wife physically sat in the recliner. The manager asked if they were done looking at the chair and the couple agreed. The manager then wrapped it back up himself. While still on the back dock, once the chair was wrapped back up the wife, ***, signed they took possession and self-haul.
Mr. ****** states that from the date they received the recliner to August 26th that the recliner had a popping noise. They tried to return the recliner and once again we explained our return policy.Once they realized that we would not return the recliner they changed it to a defect of the chair. We said that we would be more than happy to look at the chair and warranty it if there was a problem. We told them to drop it by the store anytime during business hours.
Response to their statement on August 26, 2024:
I have responded above on this topic already but again below.
The full return policy is online, and they are only referring one sentence, If you are unsatisfied for any reason with your purchase you can return or exchange it within 30 days of delivery. The very next sentence in that same paragraph states, Returned items must be new and in unused condition. (You can see below that they used the chair for 6 days (August *****) before contacting us in which the chair was no longer in new condition.) Also, it states, Special orders where custom fabrics or colors are selected are non-refundable. The previous statement is mentioned several times in the return policy. The policy also states, Returns are only accepted in their original boxes, and should be unassembled.
I have also attached the paragraph of the return policy where they focus on one of near 20 sentences. The yellow is what they referenced. The blue is what they are missing.
Return / Exchange Policy & Customer Satisfaction We are committed to your satisfaction first and foremost, and we want to help you have the best possible shopping experience. We recognize that sometimes an item may not meet your needs, was not what you had hoped for, or simply does not fit with your decor or space. If you are unsatisfied for any reason with your purchase, you can return or exchange it within 30 days of delivery. Returned items must be new and in unused condition. A few of our vendors may be excluded from our return policy. Any exceptions are noted on the page of the item. Special orders where custom fabrics or colors are selected are non-refundable. Bedding and linens are also non-refundable and can't be exchanged. To return items for an exchange or refund please contact us via email or phone for an RMA (Return Merchandise Authorization). We ship items from multiple warehouses across the *************. Therefore, it is very important to contact us so we can provide the correct return warehouse address. All returns are subject to roundtrip shipping charges. If your item was shipped "Free Shipping,"we will charge our actual outbound shipping charges. All returns for any reason are subject to a 25% restocking fee. There stocking fee is only waived if there is an exchange for an item of equal value or greater, or a store credit. Round trip shipping charges will still apply. Returns are only accepted in their original boxes, and should be unassembled. Once an item has been assembled, it is no longer returnable but may still be exchanged. Special order products such as items where fabrics can be selected are non refundable. (The full policy is attached to this case already).
In closing, we are more than happy to look at the chair and fix the popping noise that the customer is describing that the chair is making.Although there will not be a refund issued as the chair is no longer in new condition.
If you have any further questions, please feel free to reach out.
V/R,
***
*** ********
Pauls Furniture Rolla, MO
Owner
***************************************Customer Answer
Date: 09/29/2024
We dispute the claims made by Paul's furniture and we do not see the matter as closed.Initial Complaint
Date:12/24/2022
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.
We recently bought a mattress and a dresser from Paul's Furniture with *****, and she was very friendly and present before when had made the purchase. Our mattress was delivered, but the dresser was not delivered the day we were told, and we were never updated on when it was supposed to be delivered. When we called in, ***** was very rude and abrasive, and after getting hold of the manager *******, he was also rude from the start even though we were polite and calm and just wanted to be informed when our dresser would arrive. We still have not been told a time when it will arrive.Business Response
Date: 01/05/2023
The ******** were called on 12-24-22 to set up delivery for their dresser. Mrs. ******* treated my sales associate badly berating her to the point she was in tears when I walked in. She told me that on 2 occasions she kept her on the phone for 10 minutes treating her badly and not accepting her apologies for the freight company canceling our deliver because of weather. She would not listen that it was outside our control. Upon learning about her treatment that was witnessed by 4 other employees, I called and told Mr. *******, his wife's actions were unacceptable and I would issue them a full refund (which had been offered before) and we no longer chose to do business with them. A refund has been mailed out on 12-27-22.Initial Complaint
Date:12/20/2022
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.
I had a malfunction with a **** *** recliner I purchased at Paul’s Furniture.
I was told that it was covered under warranty and all it had to pay was for the parts.
I dropped my chair off when they called me 2 months ago. I just got a call today to say my chair was done and that I owe $89.22 for labor and parts. They told me when I dropped it off I was only responsible for the price of the parts.
I am upset that it took 2 months to fix my chair and now I have to pay for labor also. What good is thief warranty for the chair of I have to pay for labor for something that was under warranty.
I refused to pay for the labor. They won’t give me my chair until lo pay. What is going on. Why offer a warranty if they are not going to abide by it.Business Response
Date: 01/03/2023
My repair person broke his foot which was the reason for the delay. He did not have to pay for parts, those are covered. He did have to pay for shipping and labor. But based on this case, we ended up not charging the customer at all.
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