Complaints

This profile includes complaints for Kings Furniture & Mattress's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kings Furniture & Mattress

  8586 Springboro Pk. Miamisburg, OH 45342

  
• 

  Kings Furniture & Mattress

  3187 W Siebenthaler Ave. Dayton, OH 45406

  

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:04/09/2025

  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.

  Came into Kings Furniture to inquire about a previous purchase we made a few weeks ago as we hadn't received it. We saw some furniture we liked and wanted. We inquired with the salesman ** about the in stock or free guarantee at which time ** (salesman) stated he only knew about the lowest price guarantee or it's free guarantee in March 2025. We purchased the couches on 12 months same as cash. I noticed that the document I signed had a $179 charge for delivery but the commercial states that it is free delivery. I inquired about this and ** stated they lowered the price of the couches by $179 and it all added up to the price agreed on. This seemed shady to me so we researched what the couches cost was from several other competitors and found many with lower prices up to $900 less than Kings Furniture at which time 3-24-25 we contacted Kings Furniture about the Garanteed lowest prices or it's free commercial and statement from ** the salesman. I was told to send an email to **** ****** via email which we did. **** replied to our email and stated they were reviewing the claim and would get back to us in a few days. 7 days later I contacted them and was told they needed a local competitor price to give their guarantee which we did provide that same day. They have not honored their guarantee and when I asked **** how the guaranteer worked she changed her statement to "the customer needs to go to a local competitor and bring it to them at which time the customer would get the product free." This is ridiculous as it is not true. Their commercial nor the salesman stated any of this ridiculous way to get them to honor a guaranteed lowest price or it's free. Just to be clear we would have NEVER looked into the prices if the company did not falsely put a $179 delivery fee on the invoice. **** has offered us $237 cash refund or a $500 in store credit which really is noty acceptable. They made the commercial stating free delivery and guaranteed free if a lower price was found.

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to share your experience. We’re truly sorry to hear that your recent interaction with us didn’t meet your expectations. At Kings Furniture, we strive to be transparent, fair, and helpful with every customer interaction, and it’s clear from your review that we missed the mark in your case.
  To clarify, our Guaranteed Lowest Price or It’s Free promotion applies only to identical items that are in stock and sold by local competitors not online prices. We understand how this might not have been communicated clearly upfront, and we apologize for any misunderstanding.
  Regarding the delivery fee, we’d like to clarify that you were not charged separately for delivery. Instead, the delivery cost was discounted from the price of the power sofa and simply reflected on the invoice under the delivery line. No extra delivery charge was added beyond the agreed price.
  We also want to sincerely apologize for any delays in following up on your claim. Our goal is to resolve customer concerns as quickly and efficiently as possible, and we’re sorry if this process felt longer than expected.
  While we’ve extended an offer of a $237 cash refund or $500 store credit as a good faith effort to make things right, we understand that this may not fully meet your expectations. Please know that we’re still open to further discussion, and we genuinely want to find a resolution that feels fair to you.
  If you’re willing, we encourage you to reach out to us directly at [store phone number or support email], so we can revisit this matter personally and work toward a better outcome.
  We truly appreciate your feedback and the opportunity to improve.
  Sincerely,
  Kings Furniture Customer Service Team
  

  Customer Answer

  Date: 04/16/2025

  Kings Furniture is stating that they do not match online prices and I was not told that in the response to my email on 3/25/25. They just responded with we are reviewing this and will get back to you in a few business days. I did not get a phone call or reply email. I contacted Kings Furniture on 4-2-25 and was told they needed a local competitors price. I found lower prices from Big Sandy's Furniture (a local competitor) and submitted it. The price at Big Sandy's was the same in March as on April 2nd which was lower than King's Furniture. I could have provided this information if Kings Furniture would have replied to my email after reviewing it or contacted me by phone in March. As for the price being deducted from the couches and put in a delivery line if my house were to catch on fire my insurance company would not reimburse me for a delivery charge. Offering me $237 back when in actuality if you want to go for the difference in price at Big Sandy's and taxes is more than $237. Even if you don't count the delivery fee that was taken from the price of the couches Big Sandy's still was selling the same exact couches, in stock at $1999.98 which is lower than what King's Furniture sold us our couches for. I believe Kings Furniture should honor their guarantee. I would like to also add again that when I talked to the representative at Kings furniture she stated to get that guarantee I would have to get an invoice from another company and then bring it in and try to buy the product from them and it would be free. I never heard such a ridiculous statement in my life. As for in stock item Kings Furniture didn't have it in stock either as they also were advertising Guaranteed Next Day delivery but it took over 10 days

• Initial Complaint

  Date:03/03/2025

  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.

  I ordered a recliner in January from King’s Furniture because I was having my hip replaced and needed to sleep in a recliner during my recovery. The recliner arrived on 01/17 with a bent frame and wasn’t useable. I had to wait until 2/2 from the repair guy to come and say yep, it’s broken. They then delivered a dirty floor model which I refused to accept. The third chair arrived 02/20 and has a factory defect on the seat cushion. I went to the store spoke with the manager, Beth, who told me she was ordering a replacement cushion after I showed her a video of the defect. I received a box of parts that was for the first chair and texted Beth, left messages at the store, no return call. The repair guy arrived today, 3/3 to make the repair which he couldn’t do because the right part wasn’t ordered. Spoke to Beth today and she said I only spend $580! I guess my purchase isn’t expensive enough to deserve to have good service. Now I have to wait who knows how long to have this chair repaired. Why should I pay full price for a chair that’s damaged and repaired? I bought a brand new chair, not a refurbished one.

  Business Response

  Date: 03/04/2025

  We sincerely apologize for the frustration you have experienced with your recliner purchase. At King’s Furniture, our goal is always to provide the best service possible, and we regret that your experience did not meet expectations.
  From the beginning, we have been committed to resolving the issue with your chair. We exchanged it for you twice, but you continued to experience issues. To further assist, we sent a repair technician to assess the problem, however, you declined the service. In an effort to ensure you had a functional chair while waiting for your order, we also offered you a floor model to use in the meantime.
  We understand how important this purchase is to you, and we regret any delays or miscommunications along the way. Please know that we value every customer, regardless of the purchase amount, and we are actively working to resolve this matter.
  If there is anything further, we can do to assist you, please reach out to us directly, and we will do our best to make this right.
  Thank you for your patience and for giving us the opportunity to improve.
  

  Best regards,
  King’s Furniture Customer Service

  Customer Answer

  Date: 03/05/2025

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

  I haven’t rejected any service calls. The technician came out and didn’t have the correct parts to make the repairs because I was shipped a frame that was for the first broken chair. The second chair that was delivered was a dirty floor model. There was no conversation about just using it while the other was repaired, they tried to pass it off as a new chair. I refused to accept a used dirty chair. I came to the store, the manager had no idea if a chair of the same model or color would be on the truck, lets not forget the reason I purchased the chair was to recuperate from surgery, by this point an entire month has passed. I picked a chair that was the same amount and they brought out the new chair, the new chair has a defect in the seat cushion, the repair guy came out, no replacement had been sent, he took pictures and is to submit another report. I guess it will be another month before this is taken care of! I am due compensation for all the time I’ve spent trying to get an acceptable, brand new chair, which is what I bought. 

  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 03/06/2025

  We sincerely apologize
  for the frustration and inconvenience you have experienced. Our goal is to ensure
  that customers receive products that meet their expectations, and we deeply
  regret the delays and complications along the way in this matter.
  We have been committed
  to resolving the issues with this order from the beginning. We understand that
  the customer initially received a brand-new chair that had a manufacturing
  defect with the mechanism. Unfortunately, this can occur occasionally during
  the shipping process, however, this is fully covered under the 1-year store warranty
  through the factory.
  For every claim there is
  a standard procedure that we must follow, which was initiated right away when we
  received the first complaint. A service ticket was opened, a professional
  furniture technician was scheduled for an in-home visit to fully inspect the
  chair, take photos, acquire serial numbers and write a report for the factory. The
  repair company is a 3rd party that bills the manufacturer directly.
  The parts for the first
  chair were ordered the day after the first inspection was completed. Shortly
  after, according to our notes, the customer called the store to report a complaint
  about having to wait on the parts due to needing the chair for medical reasons.
  Although the factory does not approve full replacements when an item can be easily
  serviced, we agreed to replace the chair and the loss to make our customer
  happy.
   Unfortunately, when the delivery team went to
  load a new chair for the exchange there were no chairs in this color left in stock,
  so they delivered the one from our showroom for the customer to use temporarily,
  until our new stock arrived. The original chair was picked up, found to have an
  accumulation of pet hair and was not sellable as a used chair even if repaired and
  dumped. We regret the lack in communication on our side and we are working to ensure
  that does not happen again.
  When we were notified
  that the customer believed she received a floor model and was not happy with
  using this chair until stock arrived. The customer noted that she did have
  another chair and only wanted the original for her recovery which had ended, so
  we offered her the choice to use the amount she paid for the chair as an in-store
  credit so she could choose something else. After debating between a mattress or
  a different chair, she chose a different model chair, which was delivered brand-new
  that same week.
  Unfortunately, there
  was a fabric defect found and reported by the customer shortly after this
  delivery. The chair was fully functional, and the fabric defect is covered
  under the 1-year warranty, so we again followed standard procedure to send a
  technician to inspect. We tried to request a new cover for the seat to be
  ordered before the inspection to minimize wait time, however we did not hear
  back from the factory before the day of inspection, when they did confirm that they
  required the report to ensure correct parts are ordered.
  During this period, the
  customer received parts for the 1st chair previously entered by the
  factory to ship to her home and called the store furious because they were not
  the new chair’s parts, that had not been inspected yet. The new parts for the
  fabric defect were ordered the day after the inspection was completed on the
  new chair.
  We strive to treat all
  our customers as a priority whether the order is a $500 order like this one or a
  $50,000 order. We have, so this customer did not have to wait for repairs. We do
  everything in our power to make them happy. We have gone above and beyond to
  try and please this customer. We have made 3 deliveries, taken losses on 2 recliners
  so she would not have to wait for a repair, however the customer is now demanding
  compensation for her time.
  We understand the customer’s
  frustration. Please know that we truly value you as a customer and are doing
  everything we can to resolve this situation to your satisfaction.
  Sincerely,
  
  King’s Furniture & Mattress

• Initial Complaint

  Date:01/08/2025

  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.

  Copy of text from me to Kings Furniture to confirm my cancellation
  
  To: Kings Furniture
  ************** 10:27PM, Nov. 19, 2024
  
  "This message is to confirm my instructions by phone earlier today to cancel the furniture purchase that you failed to deliver today. I can no longer honor the purchase because Kings Furniture has repeatedly lied about date and time of delivery, the most recent occurence being today when your promised delivery was agreed to be "after 3pm.” When we called to confirm this we were told the delivery was on its way. 2 hours later (after 5pm), we called and were told that the delivery would not occur today. This caused hardship and stress to myself and family, especially to my daughter who is ill and living in Assisted Living where the new furniture was to be delivered. Since we cleared out her apartment for the new bed furniture, she now has lost the use of her existing Assisted Living apartment (i.e., no bed!). At her expense, She is staying in a local motel. Due to the fact that you broke, and repeatedly lied us to about, the agreed upon delivery date and time, I am hereby confirming my telephone instructions to terminate delivery and cancel the order immediately. Also, please do not attempt to deliver the furniture at anytime in the future. It will not be accepted.
  *** ********"

  Business Response

  Date: 01/08/2025

  
  Thank you for your feedback. We sincerely apologize for the inconvenience and frustration caused by the delays in your delivery. We completely understand how this situation has impacted you and your family, and we take your concerns seriously.
  
  To clarify, the delays were due to unforeseen manufacturing issues that were beyond our control, especially during the busy holiday season. Each time we received an update from the manufacturer, we worked to reschedule the delivery as promptly as possible and communicated the changes to keep you informed. We genuinely tried our best to resolve the matter, but we regret that these circumstances led to a disappointing experience.
  
  We strive to ensure every customer has a positive experience, and we are reviewing our processes to prevent situations like this in the future. Your feedback is invaluable to us, and we remain committed to improving.
  
  
  Sincerely,
  Kings Furniture

  Customer Answer

  Date: 01/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is more lies. It is the opposite of the words they say to me. Kings Furniture has repeatedly refused to refund the money we paid for the furniture which they failed to deliver on the same day, November 19, 2024, that they notified me that the delivery was on the truck and would arrive between 3pm and 5pm. They never arrived. We had cleared all the existing furniture out as requested by Kings. Hence, they left my daughter without any bed to sleep in. Since this broke our contract with Kings, I called and texted Kings Furniture to confirm that the contract was broken and to cancel the credit card charge of $1665.18. I never took delivery of the furniture and Kings still has my money.
  

  
  
  
  
  Sincerely,
  
  
  
  *** ********

   

  Business Response

  Date: 01/10/2025

  We take customer satisfaction seriously and are committed to resolving any misunderstandings or concerns. However, in this case, we require the customer’s cooperation to complete the delivery of the purchased items. Everything on the order is currently in stock and being held at our warehouse for the customer until she is ready to schedule delivery or pickup. As a courtesy we have offered the csutomer the choice to reselect different items using the amount in a store credit if the original items no longer work for the customer. 

  This order has not
  and cannot be cancelled. Kings Furniture & Mattress maintains a “No Refunds, Returns,
  or Cancellations” policy that is explicitly outlined in the terms and
  conditions listed on the back of the invoice. Information regarding any manufactruer or shipping delays are also listed in these terms and conditions. The customer reviewed, acknowledged
  and agreed to these terms by signing the line which states, “I have read and
  understood terms and conditions on the back of the invoice.”

  We have attached copies
  of the original Sales Invoice, receipts & Terms & Conditions that
  were signed by the customer at the time of purchase.

  Customer Answer

  Date: 01/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not shown the document that my signature was electronically transfered to, from an electronic signature. This document was on the backside of the invoice. I am 85 years old, and in all my years as a consumer, I have never before seen an invoice with such restrictive terms hidden on the back. If I had been shown the document, I would not have signed it as it clearly is in conflict with my legal rights as a consumer.
  
  
  
  Sincerely,
  
  
  
  *** ********

  Customer Answer

  Date: 01/13/2025

  Kings Furniture continues to lie about the important details of this complaint. They claim that they have the original invoice. They do not. I have the original invoice. They claim that I signed it. I did not sign any document. The copies that they have presented to BBB contain my signature that was obtained by an electronic signature that I made at the time of purchase. They did not tell me what my electronic signature was for. They did not tell me why I couldn't sign the original invoice, which was on the desk in front of me. Unknown to me at the time, they later transferred the electronic signature to a copy of the invoice. They never showed me the back side of the invoice to which they transferred my electronic signature. Reputable businesses point out what customers are being asked to sign. Kings Furniture broke our purchase contract by not delivering the furniture on the day they promised without any advance notice. This caused considerable harm to me and my daughter, to whom the delivery was to be made. She lives in Assisted Living. We complied with Kings Furniture's request that we have all the existing furniture be removed from the apartment before scheduled delivery. We were notified by Kings Furniture multiple times on the scheduled date for delivery that the furniture was on the truck and would be delivered as scheduled. Only
  at the end of the day, after the delivery did not occur as promised, did Kings Furniture notify me that the delivery would not occur at all that day. My immediate reply by phone was this breach of promise had broken our contract and that I considered the contract void. My daughter did not have a room with a bed to sleep in that night. She ended up staying in a motel at her expense. This also caused her to violate terms of Federal Government assistance to pay for the Assisted Living apartment. I have explained this to Kings Furniture management to no avail. They still have my money. I purchased replacement furniture from a more reputable business.

• Initial Complaint

  Date:12/12/2024

  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.

  On Black Friday we entered the store to purchase new living room furniture. We were greeted and assisted by PJ. We purchased a Catnapper loveseat, a Jackson loveseat, and 2 end stands. We were offered a 30% off discount. The total was 3353.94$. My partner was asked to sign the front of an invoice while in the store. At no time were we told all sales final. IF that had been presented, we would have come home to measure for certain that the sofas and stands would fit. This company has several reviews and complaints regarding the All Sales Final. On December 7th we presented back to the store to explain they infact would not fit and we wished to cancel the order completely as we had discovered the reviews and complaints regarding this location. We were met at the front by ***** and explained to him what we wished to do. He tersely told us there were no refunds and all sales final. We attempted to discuss that we may be interested in a Kitchen table and chairs instead. He again repeated all sales final. We again visited the store after finding out more information and spoke with **** and *****. We advised we were wanting a full refund of the order. We have not taken possession of the furniture. The store refuses. In the email with Mike. He shares these complaints and reviews are fake. We were offered that we could have a store credit in excess of what we originally spent in place of a refund. We will notify the credit card company promptly, however everyone should be aware of the practices. Also, their own Facebook ad shares that if you find the furniture at a lower price, it will be free. I have an invoice from the competitor showing they have it cheaper. Consumers should also be aware they are attempting to sell Frankenstein furniture that Catnapper nor the manufacturer will honor the warranty since it is modified.

  Business Response

  Date: 12/18/2024

  Thank you for sharing your feedback. We truly value your business and are sorry to hear about your dissatisfaction with your recent experience at Kings Furniture. Our goal is to provide the best service possible, and we regret that we couldn’t meet your expectations.
  
  To address your concerns:
  
  All Sales Final Policy: Our “All Sales Final” policy is clearly stated in our stores and on our invoices. While we understand this may have caused frustration, it is a standard practice that helps us maintain competitive prices, especially during high-demand sales events like Black Friday.
  
  Efforts to Resolve: We worked diligently to offer solutions that would work for you, including encouraging you to reselect alternate items that better suited your space. Additionally, we extended an offer of a $200 check to help offset the inconvenience. Unfortunately, you expressed a preference to cancel the entire order, which our policy does not allow, as this applies to all purchases made at Kings Furniture.
  
  Competitor Pricing and Warranty Concerns: We take claims regarding pricing and warranties very seriously. Our "lowest price" guarantee applies to identical products found at authorized dealers, and we welcome the opportunity to review any competitor pricing documentation you may have. Additionally, we can assure you that we do not modify furniture in a way that voids manufacturer warranties.
  
  We truly regret that we were unable to meet your expectations and hope you will reconsider working with us to find a satisfactory resolution.
  
  Thank you for choosing Kings Furniture, and we hope to have the opportunity to serve you again in the future.
  

  Customer Answer

  Date: 12/19/2024

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

  We were not made aware of all sales final   No one pointed things out until there was an issue.   We attempted a good faith in wanting to take the table and be refunded the rest.  That was not something that was considered.  We are demanding a full refund. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/01/2024

  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.

  December 2023, My Family purchased a Daniel’s Amish Bedroom Set from Kings Furniture; the bedroom set was over $6000.00 dollars. We then purchased 5 additional slats for our mattress to rest on. Upon delivery, we informed Kings Furniture that five slats were warped. We returned the slats and requested 5 more, three week later no slats. Now I’m being told that the slats will not be in for two more weeks. Now, here’s the problem, we purchased a $4000.00 dollars mattress from Saavy Rest. They only give us 60 days to try out the mattress. By the time and if the slats get here in time, we will only have 20-30 days to sleep on the mattress. This is totally unacceptable, it should not take a company four weeks to get 5 bed slats, especially when the Amish Company is only 132 miles away. The people at Kings Furniture were aware why we needed the extra slats and why we had to have separation between the slats for airflow. Still no slats

  Business Response

  Date: 04/10/2024

  This customer purchased a special order handmade Amish Bed that originally comes with 5 slats. After the order was placed they came back and asked if they could add extra slats to the order for a total of 13 slats. We worked with the Amish company to get the extra 9 slats ordered to make the customer happy. After the order was delivered, the customer called to complain about the how the drawers were made, they did not like how the drawers worked on the dresser (the same as what is on our floor model) where one drawer closes automatically whenever you open another drawer. Our service tech went out and worked to take this feature out of the dresser to make the customer happy. The customer then brought 5 of the slats into the store and stated that they were "bowed" and they wanted replacements. These are handmade pieces and although we did not see the issue with the slats, we ordered 5 more slats on March 7th 2024 to make this customer happy. We have no control over how long it takes to hand make and ship out these pieces. We are doing everything we can to follow up with the manufacturer and keep the customer updated on the status of the slats. The last update we recieved and gave to the customer was that the slats are estimated to ship April 9th, 2024. This complaint is unfair as we have done everything we can to make the customer happy and the time frame on these hand made special orders are simply out of our control. Photo of the 5 original slats that the customer refuses to use until the new ones come in are attached.

  Customer Answer

  Date: 04/22/2024

  Timeline and Breakdown
  
  Bed Delivered on February 21, 2024
  
  Called Kings Furniture regarding two problems - (1) the drawer
  would not close when the other drawer open and (2) that we had several slats
  that were warp.  (We have emails and telephone
  tolls) - contact was made with Ms. **** ****** on February 22, 2042, told us to
  email them the problem with pictures.
  
  On February 23, 2024, emailed King Furniture - with pictures
  of the (2) problems.  (Email upon request).  Stated that she would have the same personnel
  who delivered the bed come out to see the problem.
  
  Five days after - On February 28, 2024, the people
  who delivery the furniture came back out and saw the problem.  The personnel had to remove the back panel
  and reconnect the cable to the drawer (that was on ordeal, it took all three of
  us the fix the door issue and reset the screw back.  Then we dress the slats again, we showed then
  that the slats wouldn’t seat in the bracket correctly.  They wanted to shave off the wood to make it
  even, we informed them that would take way the integrity of the wood. 
  
  From February 28, 2024 - March 4, 2024 - never heard
  anything…….
  
  On March 5, 2024, we called Kings Furniture to take with Ms.
  ******.  Ms. ******, claimed that the two
  Kings Delivery personnel claimed that they never said anything was wrong with
  the slat….we talked for several minutes.  So, I told her we would bring the slats to her, so we could show her the
  problem with them tomorrow morning.
  
  On March 6, 2024 - we dropped of the slats early that morning
  when the company opened, and Ms. ****** wasn’t there and we spoke with a female
  salesperson. And left them on the floor in front of her desk.  (Photo showing date we dropped the slats upon
  request).
  
  On March 6, 2024, no call back, from Ms. ******- she was
  working that day.
  
  On March 7, 2024, that morning we when into Kings Furniture
  to talk with Ms. ****** and we stood at her desk to 5-6 minutes, while she saw
  looking at her computer screen.  Ms.
  ****** never stated on moment, looked up or anything.  Ms. ****** knew we were there, because her
  desk is in an open bay area, with no blockage.  We were also standing over her, just her desk was blocking/between us.  We had to say, Hello.   Ms.
  ****** didn’t understand what the problem was again.  So, we brought a leveler with us and ensure
  it was on a flat surface to show how the slat were warp.  We talked back and forward, only after my
  wife inform her again why we had to but more slats and the mattress we
  purchased had to lay on top of the slats and it would tear the material, she finally
  decided that she would call the company and request new ones.
  
  Side note:  Why should
  a customer have to go thru- this type of service.  I worked in Restaurants, the Air Force Main
  Exchange (BX) as a supervisor/Prevention Officer and other companies.  The goal is to please the customer, not fight
  with them.  The company Moto - is exceptional
  customer service.
  
  On March 7, 2024, Ms. ****** - stated that she ordered the
  slats.
  
  From March 8, 2024 - March 24, 2024.  No contact with Kings Furniture - no email,
  text or telephone to give us a status check on the slat.
  
  On March 24, 2024, we called and talked with our sale rep
  (PJ) about our problem and check on the status of the slats.
  
  On March 25, 2024, we contacted Kings Furniture and finally
  got in touch with Ms. ******, who informed us, “The manufacturer has given us an estimated shipping date of
  April 9th for these slats. You are more than welcome to take the original 5
  back and use them until the new ones come in. Otherwise, we will reach out once
  they are scheduled to arrive. Thank you”.
  
  *******
  - That was a problem.  **** responded: We
  could have the other slats back.   ******* - The slats would tear our mattress,
  remember this is why we had to purchase additional slats. 
  
  *******
  request to drive to the Amish plant and pick up the slats.  Ms. ****** responded: Unfortunately picking
  them up from the Amish isn't an option. They sell to Kings Furniture, so it has
  to ship to the address on our account - Kings Furniture. They did approve
  the replacement slats quickly and with no issues, but I believe there is also a
  minimum to ship as well. This is most likely shipping with the next
  available order on a freight truck, not FedEx or ups.  We will alert you
  as soon as they schedule delivery of this truck. Thanks for your patience. Have
  a nice night. **** ******* - that’s a problem.
  
  Nothing from March 25, 2024, to late on March 31, 2024. As of this date, nothing
  from Kings Furniture. 
  
  Contact
  was made with us from the Amish on April 10, 2024, vis email and text.  Regarding the problem and informed us via
  voice mail that they just got the notification recently about the slat problem.  The Plant Manager made them for us himself
  and dropped shipped them not to Kings Furniture, but to us.
  
  
  
  

  Business Response

  Date: 05/02/2024

  We have attached a screenshot of the email **** sent to the Amish company requesting the slats on March 7th and getting a response that they were ordered. Another screenshot showing that she asked for a status on March 25th. We have done everything we can to help. **** is not in sales so she would not be waiting or expecting to greet anyone as she is always working in service and taking phone calls. We are happy to help in any way possible and are sorry that we could not get these slats delivered sooner. We are delighted to hear that the Amish delivered them directly. Thank you.

  Customer Answer

  Date: 05/02/2024

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

  Please see our timeline, **** email state’s that she sent Daniel’s
  Amish a text, but it doesn’t show a response by Daniel’s Amish.  Where is the email that states they were
  aware of the problem and will make the slats on or about March 7?  What is the acknowledge and the due date on
  March 7, 2024?
  
  With regards to March 25, 2024, which is clearly 18 days
  from the date of the request that we put in to get the slats reordered.  We (Kings Furniture and the *******) get a
  date that it will be shipped out.  Where
  the email that states the company refuse to drop ship the product to us?  That we requested from ****, to drop ship the
  items to us or go pick it up from them. Where is the email that states that the
  customer needs to use the bed that we purchased, but can’t because we don’t
  have the slats?  Where is the email,
  requesting that the customer would like to have the slats right way, based on
  the conversations that we had several times, on phone/email and in person?  
  
  Your company bears the BBB statue in the area near ****’s
  desk, to show that you care about the customer.  Do you stand by your BBB statue?
  
  Regards to ****’s position, you are correct, but she does
  handle special request orders and Daniel Amish is a special request and only
  she handles those.  Enhance, the salesperson
  who wrote up the request and then walked us to **** and who gladly took out
  credit card.  Who, the second time when
  we needed more slat, took the order because the salesperson could do it.  Also,  your salespeople (three salespersons) in your company
  informed us that only she would handle special orders. 
  
  **** has the contact with the Amish Special-order furniture and
  only her can contact the rep at the Amish Furniture Company (both confirmed
  thru the Amish and the sales personal at Kings Furniture).
  
  Thank you!
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 05/13/2024

  The acknowledgemnt emails from the Amish were in the original attached screenshots. The replacement slats have been delivered. This matter has been resolved.Thank you.

  Customer Answer

  Date: 05/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Thank you, for the photos and emails, but the photos and email validate my family claim that the company set back and ever followed up on our problem and first deny there was even a problem for two weeks until we when down to the company with the slat and talked with them face to face.  Fifty (50) days once we found there was a problem and reported to the company.  Please see timeline again, submitted by me and my family.  And, it should be noted that Kings Furniture never got us the slats, we only received the slats after we filed the with BBB Claim on the Amish Company and Amish deal with us directly.  It should be further notice that we requested to deal with the Amish direct and the email send by Kings Furniture validate that we were denied to do so.   We can also, say that from the time that we requested the problem in February to April , BBB only tried to get the slats only after we asked for them to check, over one month after we stated there was a problem.  Based on all the evidence presented, it is clear that the company has no followup on issues that customers has with the company. Please review the timeline and the dates from the beginning to the end....when we got the slats. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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 4 dining room chairs on 11/4/23 in the amount of $199 each, and agreed to wait 6-8 weeks for delivery. I contacted the store on 1/8/24 to inquire when the chairs would be delivered. I received a return call on 1/9/24 and was informed that the store charged me the incorrect amount and that the chairs had not been ordered since they were $499 each. I was told that I could receive a refund or they would see if they could work with me on the cost, and they would get back with me. I called back on 1/9/24 and they indicated that the chairs were $399 each and had been ordered from the manufacturer, but they would see if the order could be canceled and would get back with me. I called back on 1/23/24 and was informed that they had ordered 2 chairs from the manufacturer in the amount of $399 each and therefore I could not receive a refund since they had paid the manufacturer the total amount I had paid for 4 chairs, and that I would be receiving just 2 chairs. That was not the sales agreement that I signed which was for 4 chairs. The store has not been getting back with me and proceeded to order only 2 chairs without confirming with me that I would be satisfied with only 2 chairs or that I would have to pay additional for the 2 other chairs that I ordered.

  Business Response

  Date: 01/30/2024

  This matter has being resolved with the customer. The salesman made a mistake when he priced the order we could only cover the cost for 2 chairs with the price he gave the customer. We offered to order the 2 chairs but the customer was not happy with this solution so we have agreed to refund the full amount paid back to the customer. They will receive a check in the mail in the next 10-14days.

  Customer Answer

  Date: 01/30/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me a warranty n will not informed that warranty company fix my furniture. My warranty good till 2026. They need give me new furniture

  Business Response

  Date: 03/16/2023

  All purchases come with a one year manufacturer warranty that is handled through the store. We sell a 5 year protection plan from Montage, which is what Mrs. ***** is referring to. Once the first year is up all claims would go through the protection plan with Montage. Montage is a third party company with their own terms and conditions and policies, all which are outlined in the plan that is mailed to the customer. Mrs. ***** has an open claim with Montage at this time which shows that she did contact them to file a claim. Montage requested a part for her furniture in October 2022. We ordered this part for them and it was delivered to her home December 30th, 2022 as shown in the attached pdf. Montage reached back out to us in February explaining she still hadn't received the part. We reordered the part and had it shipped here to the store so it would not get lost a second time. Mrs. ***** has picked up the part. She will need to contact Montage again regarding her claim as we do not have any say in the decisions that Montage makes and the order is now well out of the one year warranty.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the set 4/2022 multiple messages to the company and no resolution, continuing to get the run a round, they stated they don’t order or purchase from the manufacturer any longer. When they were to replace the dresser they didn’t just somebody went to Home Depot and bought a piece of wood and put it on the back of the dresser, this took 3 months to complete , headboard also broken when delivered, last week when I called the store they said they were going to send a person to glue the cracks back together. Never able to talk to the owner **** ******* only **** and pj. I paid $6,478 for the set and they just keep giving me the run a round. I need my money to be refunded and they state they gave me credit on my account which is a lie. Nobody is on the same page at kings furniture.

  Business Response

  Date: 01/19/2023

  The customer purchased a bedroom set April 18th 2022. She called shortly after with concerns about the drawer not closing and the back panel being split on the dresser, as well as a crack in the headboard. Due to language barriers most of her concerns were addressed over text messages if someone was not was there to translate. Per standard procedure, we sent pictures of the issues to the manufacturer files a warranty claim with them. The manufacturer denied our claim and sent replacement drawer glides. They advised that they do offer back panels as parts and denied our claim for a replacement. Back panels are made of a cardboard-like material. We sent our service tech to fix the drawer and the back panel. Since the manufacturer denied the claims on the headboard, we ordered a new one at our expense. We had to explain quite a few times that we were still waiting on these parts and the replacement headboard to arrive before we could address the issues. When the correct drawer glides arrived we also found a headboard to replace the cracked one with so the customer would not have to wait any longer, as she was very upset about waiting. All of the repairs were completed the same day.

  The customer came back to the store on October 15th 2022 and purchased a second matching nightstand to this set. When it was delivered she sent us a photo of a small dent on the side. We agreed to exchange it but later found that we didn't have any more left that would be in acceptable condition and we no longer order from the manufacturer due to the issues they would not take responsibility for. We offered $100 back in cash or $200 in store credit. The customer accepted store credit (per the photo attached). Now, 9 months later, she has complained about a crack in the bottom of the dresser.  This was not there when it was delivered. As a courtesy we still offered to send someone out to see what they could do for it and cover the cost. The customer has refused service. We can not take back a set that has been in the home for nearly a year. Attached are photos sent to us that show the condition of other pieces that were delivered brand new also.

  Customer Answer

  Date: 01/19/2023

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

  I have attached the texts from **** and the dresser that she submitted has nothing to do with this complaint. I have never received a credit of the $200 nor the $100 check, I am still under the manufactur's warranty and this has been brought to their attention as mentioned in the first complaint. They stated that they requested a replacement from the Manufacturer American Classic and they havent. Pj and **** just keep giving me the run around and not replacing anything on my $6,000 bedroom set. PJ stated it was good wood and then sent a text saying this wood is no good. I  have been to the store various times and nothing has been resolved. Now they are trying to say it is due to a language barrier and this isn't the truth as you can see in the messages with both PJ and ****. They are not being truthful withanything and sending a picture of a old dresser!!!! I need my money refunded as they havent even dont the manufactur warranty per American Classic..
  
  I have more proof and I havent just made this complaint 9 months later, this has been ongoing since before receving my set!!!
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 01/20/2023

  The one year store warranty that comes with every purchase covers manufacturing defects, not accidents. The crack at the bottom of the dresser was not reported until 9 months after delivery. Invoice attached showing delivery was in April 2022, Previous photos of the other furniture show we can not be certain of what caused the crack in the dresser that was delivered in April 2022 and then reported in January 2023. We have offered to send a professional repair company out to inspect the dresser and repair if possible.  All previous complaints have been serviced. Attached photos showing emails sent to the manufacturer for every concern. If a part came in wrong we had to re order which caused delays in servicing. All service was completed in October 2022. The customer still has $200 store credit. If she has changed her mind and would rather have the cash back offered we are happy to send the check for $100. The ticket for repair company to come out for the dresser has been entered. We have done everything we can to make this customer happy and will continue to do. We simply can not return a set that has been in the home for 9 months.

• Initial Complaint

  Date:12/13/2022

  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.

  The couch I purchased from Kings Furniture is cracking and taring. I purchased a 5 year warranty for $199.00 and they will not honor it. They told me I bought the wrong warranty. See Attached

  Business Response

  Date: 12/13/2022

  Purchases come with a one year store warranty against manufacturing defects, not accidents or normal wear and tear from use or misuse. This item was purchased April 2021. The customer called to report an issue in August 2022 and November 2022, both dates are over the one year mark. The protection plan that was purchased with her sofa is by Montage. The Montage protection plan states what is covered and what is not covered in the agreement paperwork. 

• Initial Complaint

  Date:12/07/2022

  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 put 1500 down on a couch Saturday Dec 3rd 2022 and went home and found out it was too big for space and emailed and called PJ Sunday Dec 4th 2022 and told him not to order it which he had not done. He checked and they do not have the couch I wanted in the size I could use, the order was not placed and the complete payment was not made. I would like my money back. They are saying they want to keep my money because I cancelled but there was no order to cancel.

  Business Response

  Date: 12/19/2022

  This matter has been resolved. A refund has been approved and submitted for processing. The customer is aware of this. Thank You

  Customer Answer

  Date: 01/03/2023

  Case ******** Kings Furniture has refunded my money in full. Case is closed. Thanks, ***** ********