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Business Profile

Furniture Stores

Knoxville Wholesale Furniture, Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Knoxville Wholesale Furniture, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Knoxville Wholesale Furniture, Inc has 4 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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've been trying to order a part for a 6200$ furniture set and they laugh at me, won't let me order the part and when I told them my phone calls are recorded and asked if I was going to have to file a complaint, they hung up and will no longer accept calls.

    • Initial Complaint

      Date:12/02/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Went to purchase a bed for my parents. Salesman pushed the medium mattress instead of the firm (that my parents preferred) telling them that he didn't think they would like the firm. They reluctantly agreed and the mattress was purchased. It was delivered and the next morning, we called the company as the mattress was clearly not going to work. The salesman was off for two days and the woman on the phone stated there was no return policy and that she would check with her manager. She called back and said that since we called right away an exchange was no problem. She told us to call our salesman when he returned to work and get it arranged. When he called us he said that exchange was fine. Then he called and said there would be a 20% restocking fee (about $1100). Then he called and said there would be a delivery fee and we could not have a mattress unless it was equal to or greater than the original mattress. Again, we were told there was not return policy and he did not show us this in writing. When we arrived, we found there were no acceptable options because the mattress we bought was already the most expensive. I offered to take a cheaper mattress and let them keep the difference and they said no. He then lied and told me they could not take the mattress back because it was illegal to sell a used mattress in Tennessee.

    • Initial Complaint

      Date:09/24/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 furniture to be delivered was verified by the sales person Louis to be in stock. When truck arrived the loveseat wasn’t on it. Delivery driver said he didn’t know about a loveseat we needed to call the store. I called the loveseat was on the invoice. The lady checked inventory at the warehouse and told me there was 6 in stock she had no idea why it wasn’t delivered with the couch. After having to call back when the salesman was there the next day. I was told must’ve been overlooked I’ll get it to you. I went to the store four days later to be told they can deliver it at the end of next month. No apology no remorse no anything. Still waiting to receive the rest of my order. Tim Harris this is the worst customer service I have seen in a long time.

    • Initial Complaint

      Date:09/16/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Furniture was purchased with the agreement that pillows could be ordered to match the chair and better match the sectional. Pillows were unable to be made. We were told we would receive a new chair with matching pillows by the salesman we came and got fabric but when we brought it back the manager refused. He said we had to pay the difference or he would take the chair back which would leave us paying thousands of dollars for a sectional that we don't want because we dont have a chair to match.

    • Initial Complaint

      Date:08/21/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Bought this dinette set from Ashley website and somehow it came thru knoxville wholesale furniture. I paid for delivery and assembly, but they didn't assemble anything just left. Delivery drivers then lied and said they was told not to. Bottom line is it didn't get assembled and now they refuse to come back and assemble it or refund my money.

      Business Response

      Date: 08/22/2024

      The customer was not home at the time of delivery.

      The next door neighbor, signed for the delivery, who maybe a relative if I'm understanding correctly.

      The neighbor instructed the delivery team to leave the item in the garage not put together, because it would not fit through the door.

      The item has to be put together in the house and the neighbor did not want to be responsible.

      This item was bought through ASHLEY online, if the customer wants to dispute the charges he needs to contact ASHLEY online using the website where he made the purchase.

      Bottom line we made the delivery and were instructed by the neighbor/relative on what to do and we did exactly that.

      Mr. Bean and the neighbor/relative did not communicate with each other on the situation, therefore we are not refunding or going back to put the table together

    • Initial Complaint

      Date:01/24/2024

      Type:Order Issues
      Status:
      Answered
      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 couch from this company a little over a year ago. Was told by the sales person that buying the warranty covers all repairs if broke and was not caused by us. Now i filed a my couch is broken and was told i have to pay for all parts with repairs. It’s not my fault your company makes cheap products. Both arm rest staples came out over half the armrest. Staples coming out of in between cushions and one side the frame is bent.

      Business Response

      Date: 01/26/2024

       

      Let me be very clear KWF is not the manufacture of the product.

      We are more then happy to repair the mech, we will order the parts required.

      The reason the claim has been denied, abuse, the arm has been grabbed, lifted or pulled to move the unit, this is what has caused the separation.

      That being said, when our tech is there to repair the mech he will reattach the arms and take care of the separation, this is a easy repair.

    • Initial Complaint

      Date:10/23/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 a table and 2 barstools in September from Ashley Furniture in Knoxville, TN Turkey Creek location. Scheduled delivery for first week of October. We were called the day before the delivery stating they needed to schedule a new date because they gave me an incorrect day for our area. I chose to cancel the delivery and puck up the table instead. Since my name was on the credit card and not my husband's, they could not refund the delivery fee unless I personally came to the store even though my husband would be picking up the item. I drove 35 miles to the store to get the refund.
      When my husband went to pick up the item they did not have it to give to him. I called to cancel the entire order. Now I have to drive the 35 mile one way trip back to the store to refund my credit card again. They claim I personally must make this drive due to potential credit card fraud. I am not seeking to charge anything, I want a refund for not receiving the items. They have record of my payment and my non receipt. I would like for them to refund my money and keep the items without having to drive to the store again.

      Business Response

      Date: 10/23/2023

      I am terribly sorry this happened.

      In this day and age where this is so much credit card fraud we do have a blanket policy, we can not do credit card refunds over the telephone!

      Business Response

      Date: 10/25/2023

      I am very sorry this happened!

      The office person should have never made you drive in to cancel a delivery charge I admit this was wrong it was very short sighted on their part!

      I would like to invite you into the main store and see me I would be happy to offer you a large discount on something now or in the future to make this up to you.

      I can not simply cancel or void the transaction, we do not keep your CC number on file, this protects you!

      If I cancel or void the transaction, the funds would just sit in our system!

      Not keeping your number on file protects you, not taking your number over the phone protects you!

      Once again I apologize!

       

      Darrin

      Customer Answer

      Date: 11/02/2023

      I did respond to the company. They said it was simply their policy and I rejected the solution. I merely wanted a refund for undelivered goods without having to drive another 82 miles to present my credit card in person. I ended up having to do this but it was unacceptable. I have now driven 246 miles and have no furniture because the company sold something it did not have and promised to deliver it on a day they could not deliver.

    • Initial Complaint

      Date:05/05/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a leather sofa and 2 recliners it was delivered in Feb 2021, we also purchased a extended warranty. The leather on the sofa and a recliner started to fade and chip in less than a year in a half. I called the sales person *** and he said to call the warranty company, and the run around started. Numerous text started between *** and myself. Finally they agreed to replace the leather headrest. I texted Rod shortly after that and said the right side of the sofa in now fading. Thinking they would order a replacement before the tech came out. That didn't happen. The tech came out, I only had 2 pieces for him to replace. When he arrived he said he didn't have time to put both pieces on. Called the store they said this was complimentary service and gave me no straight answer when or if I was going to get a right headrest replacement and installed. Shortly there after the right side of the sofa was leaning to the left. Went to the Peter's Road store to talk to my salesman *** to tell in-person what was wrong. He was really nice about the problem and said they should just replace the sofa. The manager *** ** *** got involved and he was very condescending in his tone with me and said he would make a few calls. In the meantime my salesperson calls me and said he sharply said he was taking a step back from getting further involved in the situation. They sent the pieces to fix both side of the sofa mechanism. The repair person said they break all the time because they are metal and plastic. So nice to hear when you spend thousands of $ crap furniture. The sofa headrests still have not been replaced. The real insult is I asked all the questions about the quality of the furniture, and the quailty of the leather prior to the purchase and it was all a lie. Oh and the warranty company sent me a text and said they no longer have a repair person in my area and gave me a number to call a local repair company to do the repairs. This is just a summary of the whole situation.

      Business Response

      Date: 05/06/2023

      The warranty does not cover fading or the color changing.

      This occurs, generally from body perspiration, direct sunlight or the furniture has been cleaned with leather cleaner or conditioner or some other type of product.

      If there is any issue with the frame we would be happy to send our tech out to fix the issue.

      Please call the store ask for **** ***, he would be happy to set up a tech to come out and fix the frame or install any replacement parts.

      Business Response

      Date: 05/26/2023

      Please just call into the store ask for **** ***, he is the service and parts manager, we will get on the same page we will get the parts needed and we will use our tech to come out and resolve any issues!

      Customer Answer

      Date: 05/26/2023

      The problem with Knoxville Wholesale Furniture has been resolved. Thank you for your help in the matter. 

    • Initial Complaint

      Date:01/24/2023

      Type:Delivery Issues
      Status:
      Answered
      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 November 12 my daughter purchased a chair from this business for me. I was told delivery would be 6-8 weeks. At 6 weeks I called to check on the progress. I was told it would be another week. The following week I called and was told it was on the truck coming from the factory. The next day I received a call stating due to weather the trucks weren't running it would be another week. The next story I got was that the chair was made but they didn't have the fabric. So how could it be on the truck if it wasn't complete. Tried to talk to the store manager but he is as full of lies as the rest. They have now had over $700 sitting in their account to which they are accumulating interest. To date I have not heard a word. It's been 10 weeks going on 11

      Business Response

      Date: 01/25/2023

      Special orders take approx. 6 - 8 weeks, we are now finding in some cases they may take 12 - 15 weeks!

      Let me explain what a special order is, this is in this situation a chair that we carry that the customer liked but they want it in a different color, so we order it from the factory!

      KWF, does not work for the factory nor does the factor work for KWF, we have no access to their system or their inventory, we simply place a order with them and have to wait.

      They could be out of the frame, they could be out of a part to make the frame, they could be out of the fabric, they could be out of the foam.

      Like everyone in America, there are worker shortages, especially in factories, we are entering a new time.

      Once the chair is made, you have to wait for a complete truckload of chairs, if you don't the over land freight would be so high the customer would not pay $700 for the chair it would be $1200

      Once you have a truckload you have to hope there is a driver, if there is a driver you are now at his mercy, he may drive straight through or he may decide to stop, he may have to stop at a distribution center to load more chairs or unload chairs.

      Finally when it arrives here to Knoxville we may have 8-10 trucks in front of the truck with the chair on it, then we have to hope we have a crew in place to unload it.

      God forbid a mistake along the way did not happen hopefully there is not freight damage or damage that occurred from the factory.

      So as you can see this is not simple process, there are many many moving parts and we are only given so much information.

      The factory may tell us one thing and it may not happen, a load can be assigned to leave the factory and there can be a delay after we are given the information.

      it is very trivial to think that KWF wants to take a small amount of money and put it in a account and gain interest on it.

      I would be more then happy to refund 500.00 until the chair arrives then you can pay it upon arrival to complete the transaction.

      Customer Answer

      Date: 01/31/2023



      I am rejecting this response because:  First of all I am intelligent enough to know what a special order is.  Don't tell the customer 6-8 weeks if it isn't happening.  Tell them 10-12 weeks.   Communication is important in customer service and Knoxville Wholesale lacks in that severely.  Why can't someone be assigned to do followup.  Too simple?   The interest you make from all the customers that have been in the same boat as myself is not considered trivial.   Yesterday I received a call from "Vicki" about setting up delivery.  I called late yesterday and was told Dave would call this morning.  By 12:30 I've had no one call so I called the store.  Vicki is not in today, my salesperson is not in today.  NO ONE COULD HELP.  So I left a message for my salesperson noting the times I can not answer my phone as I'm working and also told them the times that work for me for delivery either Friday or Saturday.  Now I wait.....again.



      Sincerely,



      Jessica *******

    • Initial Complaint

      Date:01/15/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a dinning room set on 10/25/22 and were promised delivery on 11/4/2022. Needless to say we did not receive our order, we actually had to be the ones to call the business to find out what happened. We were told that the items were not in stock and they could not deliver. When we purchased the set on 10/25/2022 we were told the set was in stock and delivery on 11/4/22 was not a problem. We paid cash for this set so they already had our money. We didnt receive this until about 2 weeks later and ere the ones xwho had to call and get information. Once the set was delivered we noticed one of the chairs was damaged. We immediatly called the store and they said a tech would come out to repair it. Turns out the chair couldn't be repaired and they said they would send us a replacement. The salesman called and said the replacement chair would be delivered on 1/6/23. Of course that did not happen either. We called and spoke to the sales person and he spoke to us like he had no idea he was the one who scheduled this. We told him we were going to report them to the better business bureau. So now 1/15/23 we have not heard from anyone and we still do not have a replacement chair. We paid cash so now we own a broken chair. This store is carrying the Ashley Furniture name and I am surprised this is happening. We just want we paid for, a chair that is not damaged.

      Business Response

      Date: 01/29/2023

      Once again, shipping is not a exact science, we do everything we can to bring everything in as fast as possible!

      There are delays across the country at multiple points, at the manufacture, loading, transport and unloading.

      Customers have to be patient, salespeople have to do a better job at keeping the customer informed.

      We will get the replacement chair in and replace it for the customer as soon as possible.

       

      Please advise the customer to stay in contact with the sales person.

       

    Knoxville Wholesale Furniture, Inc is NOT a BBB Accredited Business.

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