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:09/13/2024

  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 purchased a bedroom set from Furniture City on July 22nd, 2024. I paid $2,894.40. When my desk was delivered it came damaged. I asked the delivery driver to sign something, saying it was damaged, and he refused and told me to call customer service. I then called customer service, and they said the driver would have signed something if it was damaged. I explained that they didn't want to and they said to send pictures through email of the damaged item. I called Furniture City and they said they would be in contact with me soon. I then picked up my desk from Furniture City and it was also damaged. I sent an email to the same customer support regarding the damaged desk and dresser. No resolution has been made even after many more phone calls to Furniture City. I would like to recieve a refund, not full refund, but refund for the damaged items I recieved.

  Business Response

  Date: 10/07/2024

  Hello, replacement parts were ordered for the isolated damage on the desk and the dresser. While they were delayed, the customer confirmed receipt of the part shipped to her home. Customer has been informed and scheduled for a technician to do an in-home replacement of the damaged areas of the desk panel and dresser bottom. 

  Customer Answer

  Date: 10/25/2024

  Hello,
  
  This email is regarding my complaint number ********* My name is ***** ****** and I filed my complaint in late September early October.  After the BBB's correspondence with Furniture City they made a false claim that the items were fixed and the issue was resolved. It is not. They did mail a replacement piece for one of the damaged items and called me on a Monday saying they would be there in an hour to fix it. I was working and can not leave without knowing ahead of time. I have tried calling them back to set up a time for them to come replace the first item with no response back. The issue has not been resolved, two of my delivered items were damaged and have not been replaced or fixed.  I am hoping that we can keep this complaint and claim open against them since they have made false accusations. I appreciate your time.
  
  Thank you,
  ***** ******
  *************

  Business Response

  Date: 11/11/2024

  We are contacting the customer to reschedule her service. 

• Initial Complaint

  Date:08/28/2024

  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 went in and bought a chair but got disappointed they say they are going to do a military discount and they don’t they don’t even acknowledge the Labor Day/memorial day and that doesn’t sit well with me so I paid and walked away called my sales person within 6 hours after and decided not to buy to cancel and since I got it before the 24 hours maybe they would be ok with that and not charge me the cancellation fee but he wants me to pay 114.00’and I can’t do that I’m a disabled veteran and again you see every store doing Labor Day sales but I asked again and the employee yelled at me and said quit asking your chair will be here in 4 or 5 weeks not good so i just want a full refund please

  Business Response

  Date: 09/11/2024

  We have refunded the person. 

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service 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 recently had the unfortunate experience of dealing with Furniture City and their utterly ridiculous return policy. I purchased a spring box from them, and within a mere 48 hours, I realized what a grave mistake I had made. However, attempting to return the item (still in its opened box ) turned out to be an absolute nightmare.
  
  Firstly, let's talk about their so-called "customer service." The staff at Furniture City seem to have mastered the art of indifference. When I approached them with my legitimate concern about the spring box, I was met with eye rolls and dismissive attitudes. It's almost as if they train their employees to treat customers like a burden rather than the lifeblood of their business.
  
  Now, let's get to the heart of the matter - their return policy. According to Furniture City, waiting a whole 48 hours is apparently too long to expect a return. I mean, come on! In what universe is two days considered an eternity to decide whether a piece of furniture is suitable? It's as if they want customers to make hasty decisions and regret them later.
  
  The absurdity doesn't end there. When I explained the issues with the spring box still which was not ever removed from its box and requested a return, they had the audacity to tell me that I had waited too long. Excuse me? Last time I checked, two days doesn't qualify as an eternity. It's clear that Furniture City's return policy is nothing but a cleverly disguised scam to trap unsuspecting customers into keeping subpar furniture.
  
  I do not enjoy throwing our hard-earned money down the drain. Their shoddy return policy and lackluster customer service are a potent combination designed to leave you stuck with furniture you don't want and regretting ever setting foot in their store.

  Customer Answer

  Date: 12/06/2023

  We attempted to return the item, a bed spring box, which was never removed from its packaging. This particular bed spring box is ingeniously rolled inside a box, and once the outer box is cut to remove the item, it springs open and expands 15-20 times its original size. Consequently, it is practically impossible to repackage it.
  The purchase of this item was made on the afternoon of 11/29 to complement a floor sample mattress acquired simultaneously. Upon arriving home, we identified an issue with the mattress. Realizing the mattress couldn't be refunded, we sought to return the spring box, which was not on sale and eligible for a refund.
  The day after the purchase, during business hours, I contacted the store to inquire about the return process for this item. I was assured that someone would return my call. However, after four days, having received no response, I contacted the store again on Monday to reiterate my inquiry. Once more, I was told that someone would get back to me, but when no one did, I called again. To my surprise, I was informed that, after four days, it was deemed too late to process the return.
  It's crucial to note that the item remains unopened in its original box. As emphasized earlier, once the bed spring box is unpacked, it springs open and expands significantly, making it practically impossible to fit back into the original packaging. The item is again here attached. It is still in the box.

  Business Response

  Date: 12/24/2023

  Our first encounter with Ms. ****** after her pickup on Wednesday,
  November 29, was via phone on Monday, December 4, five days after she picked up
  her mattress and foundation. At this time, Furniture City was not made aware of
  a quality issue or the foundation being “subpar” as the customer only advised
  that she no longer needed the foundation. Due to the length of time the foundation
  was in her possession, and Ms. Catano-******* advised that this was purchased
  for a home-sharing/AirBnB property, Furniture City could not provide an exception
  to our store policy regarding returning the product. Upholding the return policy
  allows us to protect our customers from purchasing potentially compromised
  products. We value our customers and make every effort to provide reasonable outcomes,
  however, we cannot guarantee the conditions/environment the furniture is subject
  to once it leaves our warehouse. 

  Customer Answer

  Date: 01/04/2024

  I appreciate your prompt response and the detailed explanation regarding the situation with my purchase. However, I must bring to your attention some discrepancies in your account of the events.
  
  Contrary to the information provided, we visited your store only two days after purchasing the mattress and foundation. Regrettably, the individual who sold us the item was not available, and we were advised by the staff, specifically a large lady at the desk, to either return the next day or contact the store by phone. Despite our attempts to reach out on Saturday, we were placed on hold twice and were unable to speak with the person who handled our sale.
  Our dissatisfaction escalated by Monday, primarily due to perceived evasion by the staff. We refrained from unpacking the foundation, leaving it intact inside the box. 
  
  Understanding the limitations of returning a mattress once opened, our intention was solely to seek a refund for the foundation, as communicated to us during a phone conversation. The suggestion that the foundation being intended for an Airbnb property is irrelevant since it remains unopened in its original packaging.
  
  We find it disconcerting that the information provided by your staff seems to differ significantly from our experience. We hope for a fair resolution that aligns with your store's commitment to customer satisfaction.
  
  Sincerely,
  ****** ***************

• Initial Complaint

  Date:10/11/2023

  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.

  see attached
  
  The corners of the table are peeling off and the varnish is falling off

  Business Response

  Date: 10/17/2023

  Ms. ******* purchased this table set in December 2022. She
  declined delivery and opted for pickup. Despite our store policy stating that items
  that are picked up must be brought back to the store for repairs or issues; Furniture
  City, in good faith, scheduled a technician to go to her house on 8/2/2023 and repair
  her table. The technician advised he couldn’t complete the repairs because the
  customer refused. On 8/4/2023, Ms. ******* confirmed that she refused repairs
  because she “wants a replacement”. It was explained that the issues with the
  table are cosmetic and do not affect the structural integrity of the table,
  therefore, a repair was deemed the appropriate course of action. The customer
  was advised she could bring the table in to the store for the warranty repairs
  or pay $60 for the technician to go to her house again as the first time was
  done as a courtesy.
  According to the manufacturer’s warranty, “the sole liability
  of ****** is limited to repair, or at its option replacement, of the applicable
  product or part found, upon examination of an authorized manufacturer’s
  representative of ******, to evidence a material manufacturing defect.” Customer still has her warranty options available, however customer must be willing to work with us to get this resolved.

  Customer Answer

  Date: 10/24/2023

  [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:04/28/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint about a recent purchase of furniture from a company that has been less than satisfactory. On September 9, 2022, I purchased a Living room set from Furniture City at their **** ****** ***** ***** ** ************ **.
  
  Upon delivery of the furniture, I immediately noticed a tear in the sofa. The tear in which makes the furniture unattractive and not what I have paid for. I contacted the company to report the defects and request a replacement or fixed, but have been met with unhelpful customer service representatives who still have not got this fixed. They keep telling me the parts are going to be delivered in a container. In the meantime my love seat recliner is making a popping sound every time you recline. I am requesting them to return these items because I do not want to keep having issues and not being fixed and not getting any response! The General Manager ***** ****** insinuated that I broke it while in my home. He is VERY rude and unprofessional.
  
  I have attempted to resolve this issue directly with the company, but have not received any satisfactory solution. Therefore, I am turning to the BBB to help me resolve this dispute. I am seeking a full refund or a replacement of the defective furniture.
  
  I have attached copies of the photograph of the defective furniture as evidence. I appreciate your prompt attention to this matter and hope that we can reach a satisfactory resolution.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/26/2023

  When the customer reported the issue on September 9, 2022, we submitted the issue to the manufacturer immediately requesting a replacement cover for the portion that was torn on the delivered sofa. The manufacturer is overseas and advised they would not have the part until early 2023. Our office employees attempted to call the customer. On April 22, the customer came into the store and said that she was tired of waiting for the replacement piece and that her loveseat recliner was “not working correctly”. The customer then spoke with a manager and asked if she could return the items she purchased and get a different living room set. When the customer explained the issue with her recliner and demonstrated with the store’s floor model, her child laid on the recliner portion of the loveseat as it reclined and she had to move him off. The reclining mechanisms are not made to support this type of use, however, we advised we will look into this and get back to her. After looking into the issue further, we reported that we cannot swap because of the length of time the set was in the customer’s house and we haven’t confirmed there is an issue with the loveseat yet. The customer asked to speak to upper management, who called her on April 28 and set up a next-day pickup for the loveseat to be repaired and the torn arm piece replaced. On April 29, our delivery drivers attempted to call the customer to let them know they were almost at their house, but there wasn’t an answer. Our office employees attempted to call the customer, who answered, became upset, and hung up the phone. When attempting a second call, the customer cursed at the office employee, who attempted to confirm the customer didn’t want service that day verbally. The customer, ******, and her husband were yelling into the phone that they “don’t want Furniture City’s ****” and hung up the phone again. We are still willing to assist the customer, however, they will need to bring the loveseat to the store as we have already attempted to accommodate the customer by scheduling a next-day service in their home, and at a timeframe that works for them while we were already at capacity and had a full delivery schedule for that day only for them to cancel. We want to ensure that we do not end up wasting time and resources again only to be met with the same outcome. Alternatively, the customer can opt to pay the $99 service fee + tax and we can schedule a visit to their house to pick up the loveseat for repair as originally agreed. 

  Thank you,

   

• Initial Complaint

  Date:04/27/2023

  Type:Delivery 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 bought three pieces of furniture from furniture city on March 4, 2023. They stated that it would take 2 to 3 weeks to get my furniture. I called on March 23, 2023 and talked to *** ***** the manager and he said he would have my furniture in two weeks. On April 13, 2023 I went to the store and he again promised me that he would have my furniture in 10 days. He delivered two pieces of furniture to me, but still has not delivered my recliner. I called on April 25, 2023 and they said it would be a few days. I called on April 27, 2023 and I still do not have my recliner. I believe this is fraudulent behavior and activity. It’s almost been two months and I still do not have my recliner. I want my money refunded. If they cannot give me my furniture as promised, and I can give him his two pieces of furniture back. This is ridiculous.

  Business Response

  Date: 05/02/2023

  Furniture City is in no way trying to be fraudulent regarding this order. While we try to forecast the timeframe for the item arrival, there are unforeseen delays that can happen on the manufacturer's end, which we have communicated with Ms. ****** every time she asked. Ms. ****** was notified when her recliner arrived, and is currently in possession of the recliner. If anything else is needed, please let us know and we will be happy to assist.

  Customer Answer

  Date: 05/04/2023

  [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:03/02/2023

  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.

  I went and bought a recliner and a living room set in June 2022 I didn’t pick up the merchandise till late October 2022 because my mobile home was not ready yet. After that I had it storage till late November 2022 when I moved into my mobile home. We are hardly home and hardly sit on the recliner and in January 2023 my husband and I would sit on it and it was squeaking like it’s about to break. I did reach out to furniture city where they told me to take it in which I did and they said they would fix it. I picked it up a week after stating they fixed it when we got home it was not fixed and just had plastic on the bottom of the recliner. I called back letting them know of the issues were still there they stated they fixed it. Then a couple days later the manager stated that they needed a part this was 3 weeks ago and we went in today 03-02-2023 and the manager said that my husband needed to measure a piece in the bottom of the recliner and that he already ordered the part from china and it takes weeks to receive it. We told him it has been 3 weeks and he said well it is coming from china it takes awhile. Mind you we have not used the recliner for 2 months and has just been sitting in my house. So today the manager said when my husband measures and send him the measurements he will order it somewhere in in the US, which should have been done in the first place. I am asking for a refund, replacement or repair it has been months with no repair and them stating they repaired it and didn’t.

  Business Response

  Date: 04/26/2023

  Since the complaint was made, the replacement part that the customer is referring to was received, installed, and the recliner repaired. The customer was notified of the repair, given the opportunity to inspect and confirm the issue is resolved, and is currently in possession of the recliner. 

   

• Initial Complaint

  Date:12/20/2022

  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 October 24, 2022, my furniture was delivered which was a sleigh bed, mattress, 5 drawer chest.  Everything looked fine but when I looked at the mattress it looked curved in the middle.   When I laid on the bed, I could feel the coils on the sides and I fell deep into the mattress.  It was not the mattress I laid on in the store.  The mattress started to make my back hurt.  I called the lady at the store and she advised me to take picture and send the picture of the tag well there was only one not two and she said there was nothing they could do without the two tags.  

  Customer Answer

  Date: 12/23/2022

  From: ****** ***********************
  Date: November 2, 2022 at 4:38:44 PM MDT
  To: Furniture City Support Team ******************************
  Subject: RE: King Mattress
  
  

  This Is ****** ***** I am telling you this is the truth I got the mattress with just the one tag I had to have two guys lift the mattress up for me and that was the only tag why would I tear it off and leave the other. That being said I  got it that way with one tag it is very uncomfortable because the coils are out and it is uneven this mattress is not the one I laid on it is not a good mattress. I don’t know what else to say but I am very disappointed in this whole situation and you guys need the tag well it really wasn’t on the bed.

   

   

  Frustrated,

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

   

  From: ********* **** ******* ****
  Sent: Wednesday, November 2, 2022 12:21 PM
  To: *********************
  Subject: Re: King Mattress

   

  Good afternoon ******, 

  The suppliers are asking for a picture of the other Law tag. If you can please provide that picture so we can continue with the claim that would be appriciated. 

   

  Thank you

   

  Business Response

  Date: 01/07/2023

  The store spoke with Ms. ***** multiple times explaining that pictures of the mattress and the law tag were needed to process a warranty claim and to verify customer's claims that this mattress was not the same as what she ordered. Customer did not provide the pictures, however, she insisted that there was no other tags on the mattress while in the store. When customer was in store, one of our customer service reps went with Ms. ***** to the floor and explained the coils are supposed to be on the bed and showed her where to find the location of the law tag on her mattress. The customer service department also asked customer to provide pictures of the mattress to document the dips she explained in person. The store did not receive these pictures either. The mattress was brand new, and not opened until it was in the customer's home. We have tried working with the customer, but despite agreeing to send pictures back in October, customer has still yet to provide any photographic evidence of the issue. 

  Customer Answer

  Date: 01/10/2023

  I’m sorry but they are lying I did send them pictures and you have  them too I am stuck with a 1000.00 dollar mattress and that is so bad business I don’t know what else to do.
  
  Very Frustrated ,
  ****** *****

• Initial Complaint

  Date:11/11/2022

  Type:Billing 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 king mattress in March 2022 by June 2022 one side was completely caved in. I made a complaint and was told my warranty covered it and it would be replaced in a timely matter, after months of waiting I called and got attitude from staff like it was my fault. They then said to fill out more paperwork and they would move faster, and nope still waited another month went back on 11/1/2022 and they said they had a mattress in stock like mine and will be delivered on 11/10/22 ok great.. nope they brought the wrong mattress it’s firm mine was soft mine was ***** brand this one is ******** ****** the color of mattress is not even the same color it’s been months since I’ve slept good they won’t return my money either smh what a joke!!!!

  Business Response

  Date: 12/08/2022

  The customer's mattress was replaced according to the manufacturer's warranty. The manufacturer updated their lineup so the model number does not exactly match the replacement mattress, but it is the same mattress. The customer's wife has called the store and this information was explained, however, we are still addressing this issue with the customer outside of the BBB correspondence. 

  Customer Answer

  Date: 12/16/2022

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

  i spoke with manager nick and he said oh well the new mattress that is a different mattress completely that I gave you now is good enough. So I went above him and talked with **** he then came to my house to see both mattress and told us yes they are different mattresses and but nothing we have will make you happy and will give us store credit and get something else other then a mattress cause nothing they sell will make us happy and they can come pick up mattress they brought, so they want us to be with no bed now. As you can hear the whole conversation just now at 10:45 am 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** *********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 02/01/2023

  The manufacturer updated the model number, as
  they do every year, changing the item number. When replacing the mattress under
  the warranty, the same bed (under the new item number) was provided to the
  customer. This was explained to the customer, however, regardless of the
  explanation, the customer refuses to believe anything other than us giving her
  a completely different mattress. A manager went to the customer's house to
  verify customer's claims that the pillowtop mattress was "rock hard"
  or "like concrete". When he verified the mattress was within the
  standards for the pillowtop mattress purchase, he advised the customer that
  because it was a warranty issue, and they are not happy with a mattress within
  the correct standards, he was willing to take the mattress back and give the
  customer store credit for the price of the mattress on another item. The
  customer has had a mattress in their house for over 6 months, with
  delays due to the customer not providing needed information to process their
  warranty swap, therefore, Furniture City is only able to provide a store
  credit.

• Initial Complaint

  Date:08/24/2022

  Type:Delivery 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.

  On 7/22/22, I spoke with Thomas and ordered a dinette set with 4 matching chairs. I did not want the high top with the black vinyl seat and backs. I wanted the low table and chairs in medium brown, and requested fabric seat and backs. (My good friend, ****** ****, of 25 years was with me at the time and heard me request the cloth chairs and Thomas agreed that I could. He also said that since the table and chairs were in stock, they could be delivered on 7/30.22,
  When the table and chairs arrived on 7/30/22, the table was dark brown (I had ordered medium brown) and the chairs had black vinyl rather than the cloth that I had ordered, I immediately call Furniture City and spoke with Thomas the same day and he told me to come in and we could discuss this, which I did. He told me that he would have to talk to his supervisor and would call me back. He said I could possibly get a store credit and again said he would talk to his supervisor or possibly I could just try the set for 30 days. I told him that I did not want a store credit, I wanted the set that I ordered. Again, he said that he would call me back, but never did and I called the store again and spoke with Betty, and she got Thomas on the phone - He said that I did not tell him that I wanted the fabric chairs and that the set only came with the black vinyl chairs. He said that I signed a contract and knew what set I was getting. I told him that I signed the purchase order in good faith that he was putting the correct Order Number and all the description had was a table and 4 chairs. I asked to speak with his supervisor and Nick came on the phone and told me that there are no returns or exchanges, that the table and chairs only came in two colors (cherry and dark brown). I told that Thomas said I could get the set in medium brown, which was the color of the table I was sitting at when I placed the order. He also said that I signed a contract and could not return the set even after getting the wrong set.

  Business Response

  Date: 09/20/2022

  According to the store’s agreement with Ms ******, which she personally signed, no returns are allowed after the furniture has been delivered, particularly that the table is not defective and it was the correct item she ordered. Ms ****** simply changed her mind about her chosen table after it was delivered to her house on 07/30/2022. She told an associate she “doesn't like the table, because it doesn't go in her kitchen how she has pictured it,” and the associate confirmed with Ms ****** that “it is not the wrong item, the wrong color, nor damaged.” Though it is not the store’s fault, a store manager already spoke to her soon after and agreed to let her select another table but the customer never showed up or contacted the store. 

  Customer Answer

  Date: 10/13/2022

  Dear Ms. *********,
  
  My name is *** **** and I am an attorney here in Albuquerque and represent Ms. ***** in the above referenced matter.
  
  She sent me a copy of your email in which it asks for her response to the reply from Furniture City.
  
  She has retained me because the statements submitted by Furniture City are not true and are intended to prevent the BBB from investigating this matter.
  
  First, my client never “simply changed her mind” as they state. The company delivered the wrong item and Ms. ****** told the delivery drivers  of the mistake when they brought the item and then immediately called the store to advise them that the item delivered was not what she ordered or paid for.
  
  In their response, Furniture City admitted that they offered for her  come down and select another table, which should on its face prove that they delivered the wrong table. In addition, the chairs were not what were ordered and she told them of their mistake as well. My client expect the BBB to fully investigate this mater and work to provide a remedy and not merely rely on misrepresentations from the company.
  
  Please confirm receipt of this email and that the BBB will conduct a proper investigation and provide the relief my client is entitled to receive, which is obviously delivery of the item she purchased or return of her money with the return of the wrong product.
  
  I will look forward to hearing from you.
  
  Sincerely,
  
  ******* ** ****, ***.
  **** * ****** ****

  Business Response

  Date: 10/15/2022

  Again, Ms. ******
  simply changed her mind about her chosen table after it was delivered to
  her house on 07/30/2022. We have worked with Ms. ******'s bank, provided
  documentation that what was written on her invoice at the time of sale, matched
  what was delivered to her house, with a signature confirmation on the day of
  the delivery as well.
  While Furniture
  City did offer the customer to reselect after the delivery was made, this was
  not an admission of guilt. Rather, this was an attempt to satisfy a repeat
  customer whose business we value. 
  The evidence of
  the matter has been reviewed by the customer's bank as well, who decided in
  favor of Furniture City that a refund was not needed in this case. Despite this
  decision, Mr. **** emailed our Finance Representative advising that Ms. ******
  was willing to retain him to “purse (pursue) action against Furniture City”,
  citing “defective items” (this differs from the response provided now).
  Furniture City decided to refund customer.
  Ms. ******'s
  finance account was refunded after Furniture City arranged a time to pick up
  the table (at the convenience of Ms. ****** at no charge for the additional
  trip to her house). Every step during the return process was communicated to
  Mr. ****, ending with the confirmation on 10/10/2022 that Ms. ******’s account
  was refunded, yet we are still receiving responses that the customer is not
  satisfied.
  Could the
  customer please advise what further they are expecting Furniture City to do
  regarding this matter?

  Customer Answer

  Date: 10/20/2022

  Furniture City has picked up the dinette and my refunded the total amount. I have no further business or complaint with them. 
  You can close your file file. Thank you for your assistance.