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:02/21/2025

  Type:Delivery 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 purchased a coffee table and end table from ************************** and have still not received my tables. They advertise online that the tables are in stock and ready to ship but obviously this is not the case. My purchase date was Dec 30th 2024. I was emailed on Jan 6th stating that the order was on backorder and my new estimated shipping date was Jan 22 2025. Well, here is it: a month after that, and I have still not received my tables. Ive called the trucking company two times now and cannot get a date for delivery I am only being told that they will contact me next week.

  Business Response

  Date: 03/31/2025

  This order has already been delivered

   

  Tracking: ***************************************************************************************************************************************************************************************************

• Initial Complaint

  Date:02/20/2025

  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.

  I ordered a bed frame January 2. 2025. January 27th I missed a call from AM Home delivery. I called the number back multiple times and left messages for them to call me back. After calling for several days with no response or no return calls, I had to contact AFA Stores through email and phone to get information regarding delivery. I was told Monday Feb. 3rd the bed would be delivered. I also received a call that same day (after days of trying to get ahold of them) from AM Home delivery saying the bed would be delivered on Monday and to be home.Monday arrives, I take off work to be available for the delivery. The truck arrives and Suprise, Suprise!!! My bed isn't on the truck!!!! I then contact AFA Stores at 11:39 am requesting a refund. The lady I spoke with asked if I would let her get in contact with the trucking company to figure things out. I was placed on hold while she contacted them. Suprise!! She wasn't able to get ahold of them either. I told her I would allow her to get in contact with them but if they couldn't deliver the bed that day I wanted a refunded. Two times I mentioned a refund and she never said I couldn't get a refund. Today, Feb 4th at 3:30pm I received a call from AFA Stores and the same lady I was talking to yesterday. She said they could deliver next Monday. I said No, I would not take off work again and I told her I wanted a refund. She tells me they can't do a refund and I would have to pay to ship the bed back with a 10% fee. I made myself available when I was told to be available. Now, I can't even get a refund and take my business elsewhere. I have constantly been contacting them either via email or phone to resolve this. They take 3-5 days to respond to emails which is ridiculous when trying to resolve an issue. I called just yesterday and the lady was argumentative with me and even hung up on me. Their return policy involves either paying them more money or not getting your money back. Seems scammy to me.

  Business Response

  Date: 02/20/2025

  Hello

  We are sorry to hear that the bed did not deliver the first time . Human error happens sometimes and we always strive to be perfect. We do not give refunds on a shipped order. We can offer a discount for the inconvenience but a full refund would not be possible once the order has shipped. We look forward to getting your order delivered and please work with our carrier to schedule the date. 

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22966070
  
  I am rejecting this response because:

  The inconsistency with this company is just embarrassing. While this response is saying no we won't give a refund, blah, blah, blah, I received an email response back from ****** stating because of the item being on backorder I will receive a full refund. Maybe research the item before telling people you won't refund their money. Go ahead and agree to the refund through BBB so I can close it out.

  Hello ********, 
  
  
  Please note that if the item were to come damaged again then we can explore other options to get this resolved. 
  
  
  However, after you reviewing the claim we see that the bed is out of stock until March. 
  
  
  For this reason we will provide you with a full refund. It should appear in the coming days. 
  
  
  Let us know if you have any questions or concerns. 
  
  ******
  
  
  
  Regards,
  
  ******** ******

  Business Response

  Date: 03/04/2025

  It sounds like we ultimately took care of this and we are sorry for the inconvenience. 

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/05/2025

  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.

  They shipped me the wrong item, and they keep giving me the run around when I tried to get what I ordered. They have a 30 day return policy and appear to be trying to run out the clock, so I have to pay shipping. They dont have a physical address, so they must be drop shipping.

  Business Response

  Date: 03/10/2025

  That is not what we are doing. We are simply asking for photos of what you received. 

• Initial Complaint

  Date:01/12/2025

  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.

  We ordered and L Shaped desk in September. When it was to be delivered at the end of October we were told by the trucking company AM Trucking of a 4 hour window in which they were going to deliver no flexibility or way to work with us at all on the delivery. The delivery location is a 3 hour round trip at a vacation home and required me to take a half day off work. I showed up and they delivered the desk. Half of the desk was badly damaged and I refused delivery. The trucking company left the undamaged half of the desk at the house and despite the white glove delivery we paid for they left all of the trash for both the portions of the desk which we paid to get rid of. *** furniture contacted us several days later to say the would order a replacement section to the damaged portion of the desk. We patiently waited and in November I took another half day off and half of a tank of gas to receive the portion of the desk with no flexibility on the delivery date or time. When it showed up it wasn't even the same model of the desk. Entirely different color and hardware. At this point I notified *** to refund our money and pick up the remaining portion of the desk at our convenience this time. After 5 days of no response from *** we finally were able to engage in a discussion with them at which point they agreed to process the refund. A little over a week went by and we did not see a refund and we reached out again only to five days for a response where they said it had been processed. It still did not go through and we reached out again to be told that they did not process the refund and will not until they pick up the remaining portion of the desk. We have since not received a refund. See below in the explanation for the full explanation of the issue

  Business Response

  Date: 02/10/2025

  This order was already fully refunded

• Initial Complaint

  Date:01/07/2025

  Type:Delivery 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 2 brown chairs from AFA. They had dozens of photos on their website. I received the chairs and they’re a dark blue-grey. Contacted customer service to resolve and they didn’t reply after 3 emails and a phone call. I filed with ******* ****** sided on my side but said their policy doesn’t cover return shipping. Now returning chairs that clearly were not the same color I ordered (paid $1588), I’d have to pay $3000 to return. This is ridiculous and I have images with their website photos next to the actual chair itself.

  Business Response

  Date: 01/08/2025

  This is not the wrong chair . It is the right chair that was ordered. See picture attached provided by customer that proves that it is as ordered. 

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

  As previously stated, 2 chairs were received. However, showing a chair on your website that is not even close to the color of the actual chair is false advertising. Furthermore, stating that you allow returns and then having a customer pay double the price for the return is deceitful. I paid $1588 for the chairs that arrived not even close to the color that was shown on your website and return shipping would be $3000. Now seeing the hundreds and hundreds of terrible reviews for your company, it is very clear that this business is shady and I sure wish I had checked reviews before ordering. 

  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:01/05/2025

  Type:Delivery 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.

  The items which are a set of bedroom benches were purchased in November but I was not given a delivery date or a tracking number. I received the items on December 8. The items were left by my front door. They were delivered via ****** I was unable to inspect and refuse since I was not provided with a tracking number or an ETA. We moved them into the garage when we got home and upon inspection of one box the legs were broken off the material was dirty on the top and sides even though it was covered with a plastic. I called customer service on Monday since they are closed on Sundays and was told I had to open the other box as well so we did. The second bench was also soiled. I was told I had to speak to the claims department so I did. I sent pictures and requested for them to pick up these boxes and refund my money. They refuse to do this. I have called and sent emails and they claim that they are shipping legs and locating someone to clean the fabric. The legs on this bench are not screwed on and the material is a fabric which can not be cleaned. One customer agent agreed that they can not be screwed and the others say that they will send extra legs. I do not want to store benches that are defective in my garage and I do not want them replaced as this company as far as I am concerned can not guarantee that the items they ship are up to standard. These items were packaged the way they came. The pictures reflect this. A reputable company does not do this to customers.

  Business Response

  Date: 01/15/2025

  Hello

  We are happy to assist. Please send photos to *********************************************************** 

  Customer Answer

  Date: 01/16/2025

  
  Complaint: 22769909
  
  I am rejecting this response because:  The pictures in reference to this complaint were sent 3 weeks ago to the claims department. They refuse to admit that legs are broken and I resubmitted pictures with the legs on the floor of my garage. This has been going on since 12/8 and I am tired of having two boxes one stool soiled with broken legs and the other soiled. I requested a refund and they refuse. Any help will be greatly appreciated. Thank you
  
  
  
  
  Regards,
  
  *** *******

  Business Response

  Date: 01/20/2025

  The pictures do not show damage they show some dirt due to packaging. We offered to have  a company come and clean the area because there is no actual damage

  Customer Answer

  Date: 01/22/2025

  
  Complaint: 22769909
  
  I am rejecting this response because:

  They are not reporting the truth. The pictures show legs on the floor of my garage and stools that are dirty. At this price point these stools should not arrive in that condition. This is not a resale item. I did not purchase stools that would need to be cleaned. The claims that they are making are not in good faith. I am enclosing pictures. Upon removing from carton the legs were dangling although wrapped and fell on the floor. The stools even though they were wrapped with plastic were dirty. I have been dealing with this since December and they claim buyers remorse. This is on my credit card at a high interest. They refuse to acknowledge that the legs are broken. There are complaints about them online so this is a recurring issue with them. They should not be a BBB credited business. Thank you 

  Kind Regards

  
  
  
  
  Regards,
  
  *** *******

  Business Response

  Date: 02/05/2025

  Please send pictures and claims correspondance to ******************************* so we can assist you 

  Customer Answer

  Date: 02/18/2025

  
  Complaint: 22769909
  
  I am rejecting this response because:
  
  

  Hello,

     I have already submitted what was requested so I am not sure why I am getting the same message again. Thank you

  
  
  Regards,
  
  *** *******

  Business Response

  Date: 02/18/2025

  We need this info to proceed thank you 

• Initial Complaint

  Date:10/24/2024

  Type:Delivery 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.

  Product was ordered a month ago. Still has not been delivered. I have called and emailed both business and freight service multiple times with no resolution.

  Business Response

  Date: 11/14/2024

  This order shows delivered 10/28 ***************************************************************************************************************************************************************************************************

   

• Initial Complaint

  Date:07/09/2024

  Type:Delivery 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.

  Placed the order for an office set on May 26 and received confirmation of what I'd ordered and paid for. Finally got the order delivered on June 25th, but only the bookshelves were delivered, leaving out the desk. Contacted afa, who after researching why the desk was missing, indicated that they had gone through a "system change" and inadvertently left out the order for the desk. The company said they could not expedite the desk, but reordered it. The new desk was delivered today (July 9), but this time it was broken. The shipping company took the broken piece away and I called afa to let them know, and to ask them to expedite a new desk. This time they said I will now have to work with the *********** and that they can no longer help my in ***************** So I asked to just have the pieces that have been delivered picked up, and to issue me a refund. However, they have indicated that based on the return policy I would owe them 10% of the purchase amount. Additionally the return policy indicates that I would have to package the parts up in the original packaging. I paid an additional fee for the shipping company to set up the furniture and they took away the packaging so I cannot package it up in the original packaging. Due to my working from home and being without a desk ever since they said they were delivering my new desk on the 25th, I need to order furniture from a different company. And because AFA is responsible for the missed order and the vendor is responsible for the broken piece, I believe I should be due a refund without a fee and that they should come pick up the furniture unless they can replace the missing desk immediately!

  Business Response

  Date: 07/20/2024

  Hello

  The replacement shipment is already on its way. We reserve the right to replace any damaged item in transit with a new item if it is in stock. Here is the tracking for your replacement: 

   

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

  Customer Answer

  Date: 07/21/2024

  
  Complaint: 21964262
  
  I am rejecting this response because:

   

  I probably have no choice but to accept the replacement piece.  I would have preferred a refund of my money, and to return the pieces I already had.  However, the business was going to monetarily penalize me if I elected to return the order and demand a refund.  As such, I reject this as a satisfactory outcome.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/05/2024

  As per our return policy we reserve the right to replace a piece if it is in stock, thank you 

   

  Customer Answer

  Date: 08/06/2024

  
  Complaint: 21964262
  
  I am rejecting this response because:
  
  I wanted a refund because TEN plus weeks after placing the order, I desperately need a desk to do my job, and I still do not have one thanks to missing and then broken furniture.  I asked and expected that because the deficiency was on their part, they would either expedite the delivery of the replacement or refund me with no penalty so I could go elsewhere to buy a desk I needed.  Given that they have flatly refused to do either and continue to repeat their standard response of what they "reserve the right to....", I reject this response. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/13/2024

  Toni 

   

  Replacement was already offered . Please confirm we can proceed

  Customer Answer

  Date: 08/13/2024

  
  Complaint: 21964262
  
  I am rejecting this response because:
  
  I did in fact receive the final piece of the furniture.  It was not broken (though it had numerous scratches).  However, the piece of furniture is not functional.  

  There is a two door cabinet on the bookshelf underneath where the desk sits.  That cabinet (as is documented in the product description) can be used as and is intended to be storage.  However, as you can see in the photos attached, the lip of the desk sits lower than the top of the cabinet door making the door not functional.  You can see in the photo that I removed one of the doors to see how it looked.  

  Removing the cabinet door changes the whole aesthetic of the piece.  And if you do not remove the cabinet door then the cabinet is completely unusable, which eliminates the benefit of buying a piece with "storage".

  So now I have waited for 11 weeks for a set of pieces......I've had the inconvenience of working off of a tv tray for all those weeks because of missing and broken pieces.  When I asked to return the product so I could go buy something locally and not have to continue working on a tv tray, I was told that the company would penalize me financially to return the set.  Now I get the whole set with fewer damage, and a whole cabinet is not functional and leaves me with the option of being non-functional or removing the doors and just looking stupid and ugly.  

  I feel that the company should consider either allowing a return on the entire set with no penalty or should offer some kind of compensation to me for 1) ELEVEN weeks of delay due to missing and broken furniture, 2) continued scratches and flaws that I have had to use a "correction pen" to cover up (and cannot fix dings in the wood at all) and 3) a piece of furniture that is non-functional.

  (NOTE:  BBB will not allow my photos to be uploaded, so I sent directly to the company.)

  
  Regards,
  
  ***********************

  Business Response

  Date: 08/15/2024

  We would be happy to work something out for the trouble. Please email your request with photos to *********************************

   

  Customer Answer

  Date: 08/15/2024

  
  Complaint: 21964262
  
  I am rejecting this response because:
  
  I would like to leave the complaint open until someone provides a satisfactory resolution.

  Photos have been sent to two different people via email (the BBB website does not let me upload it).....someone named **** and someone name ******* have been responding to the emails.

  
  Regards,
  
  ***********************

  Business Response

  Date: 08/15/2024

  Yes they are in our claims **** and will handle this with you 

• Initial Complaint

  Date:06/09/2024

  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.

  On 3/27/24, I purchased a Madison Mahogany King Bookcase Storage Bed from AFA Stores LLC, along with an additional $100 fee for unpack and assembly service.
  Prior to the scheduled delivery, I took the necessary steps to ensure a smooth installation process by clearing the room except for the mattress. However, upon the arrival of the delivery team, they informed me that they were not allowed to move anything in the room and assemble the bed. Consequently, I was forced to refuse the delivery of the bed.
  Subsequently, I contacted AFA customer service department to address the issue. Despite my clear request for a refund,I was met with a suggestion to reschedule the delivery, coupled with a veiled threat to leave the bed in front of my house. I conveyed that both options were unacceptable to me. However, upon returning from work later that day, I discovered to my dismay that four broken packages had been left in front of my house without my consent, exacerbating the situation further
  Given these circumstances, I am formally requesting the following:
  A full refund of the $100 fee paid for the unpack and assembly service, as the service was not rendered as promised.
  Compensation for trespassing and leaving products on my property without permission, which constitutes a violation of my rights as a customer.
  Compensation for the damaged items that were left outside without my consent, resulting in additional inconvenience and frustration.
  I have not receive any response from AFA Stores LLC. I trust that you will address this matter and provide a satisfactory resolution. Please contact me at your earliest convenience to discuss further steps to resolve this issue.

  Business Response

  Date: 06/09/2024

  The customer on this order refused to pay return fees for an order that was already placed and shipped. Once an order is shipped we cannot issue a full refund. We would be  happy to issue a $100 refund for assembly not being completed . 

   

• Initial Complaint

  Date:05/15/2024

  Type:Delivery 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 placed an order with this company on 3/20/2024 and emailed the company to cancel in April and now May 14th. **** have refused to cancel the order.

  Business Response

  Date: 05/15/2024

  Hello

  We are happy to cancel an order before it ships but once it ships we are unable to cancel