Complaints

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

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  Local Furniture Outlet

  2301 W Anderson Ln Austin, TX 78757-1243

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  Local Furniture Outlet

  6100 Airport Blvd Austin, TX 78752-4210

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:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 25, 2024, I placed an order with local furniture outlet online for a Bling game bedroom set. The set was valued at ******* which I paid. I got the order in 2 portions. The dresser on October 15th, 2024 and the bed, chest of drawer and night stand on October 21st, 2024. The other items were ok except for bad paint jobs, however the bed was totally defective and coming apart and also delivered with parts missing. I made note of this and reported it with pictures to the company. *****, the manager said it was a bad paint job to which I told her no, with the evidence that the footboards were coming apart. She also informed me that the bed was discontinued and no more in stock. Fast forward to Thursday of the following week the bed broke. I reported this and she said they would either refund me or send a professional to assess if the bed was a liability. The professional came on November 5, 2024 and based on what he saw the entire bed was a liability because he saw areas that were coming apart that I didn't even notice. He said it would be best for them to provide a refund because the cost to fix or restore would be more. I said to her if the bed is to be refunded, I would prefer the entire set be taken because I do not want a mismatched set. I purchased a complete bedroom set and for that amount I should have a complete set given the fact that it has been discontinued they need to provide a different set for the price. She said no and that suddenly they can find replacement parts for the broken areas.This bed is a liability and I think the company is trying to send me more faulty product instead of giving me my money's worth. They want me to pay the shipping cost and the restocking fee to return it. I like the bedroom set, which is why I bought it, but I cannot pay 3415 for a faulty set which is what the company is basically saying.I need some help in resolving this. Too many persons are complaining about being scammed by this firm.

  Business Response

  Date: 11/12/2024

  The customer initially reported issues with the footboard and minor paint touch-*** on the bed only. A few days later, she contacted us again to report that the right rail had broken. At this time, she also informed us that the slats had not been secured due to missing screws. The customer slept on the bed with the slats unsecured, and subsequently reported that the rail had broken.

  
  As outlined in our terms and conditions, we work directly with the vendor to replace any necessary parts or items. The vendor confirmed that this is a discontinued collection, so certain parts were unavailable. Based on the vendors advice, we arranged for a furniture professional to assess the bed, who reported that the issues included the footboard, a corner with minor damage, the now-broken rail, and the touch-***. The professional confirmed that the bed would not pose a liability to the customer as long as the replacement parts were installed and the bed was properly assembled.

  
  We forwarded this report to the vendor, who confirmed they located replacements for Box 2 and Box 3, which include the footboard, slats, hardware, and rails. The vendor is now preparing to ship these parts to the customer. Once they arrive, a ******************** professional will assemble the parts to ensure the bed is properly secured.

  
  Before placing an order, customers are required to agree to our terms and conditions. This customer accepted our policy and terms, which state that if items arrive with any issues, we will work directly with the vendor to resolve them. Additionally, our return policy specifies that customers wishing to return ******************** must pay a 30% restocking fee plus return delivery fees. To assist her, we offered the customer the option to pay only a 15% restocking fee, in addition to the return delivery fees.

  
  Since the customers issue is being resolved, her request to get a different bedroom set collection or a no-cost return has been declined. 

  Customer Answer

  Date: 11/25/2024

  Complaint: 22547021
  
  I am rejecting this response because:

  
  Firstly, they are lying about offering me a 15% restocking fee to help me out. The policy clearly states that the restocking fee is 15% and not 30%. So there's no helping me there. On Saturday October 21, 2024 when the items were delivered, I called customer service to let them know there were damages and missing parts. I told them about the missing  screws and that's how the agent and I figured out the other missing parts because she sent me the installation manual so I could identify the missing parts. I sent the business pictures of the damages and bad paint job. *****, sent me an email later saying she will send me a magic eraser ti fix the problem. I told her no and that she will not undermine the defects as bad paint jobs. I have the emails as proof. 
  So the business is not doing me any favors. This is not buyers remorse. This is me getting faulty defective pieces that she wants me to pay shipping fee and restocking fee to return. 
  The bed did not break because I slept on it without it being screwed in. The bed broke in the areas that the delivery team screwed together. I even told them and showed them the rubbish that was left in my apartment from a delivery that should have been white glove delivery. She has been trying to undermine my case from the beginning and wanting me to pay to return the faulty set. 
  I would like a full refund of all parts. 
  
  Regards,
  
  ****** R

  Business Response

  Date: 11/25/2024

  Customer was already offered a free replacement bed by the vendor. Customer declined the free replacement and asked for a full refund for the bed. We confirmed to the customer that the vendor approved to provide a full refund for the bed.

   

   

• Initial Complaint

  Date:06/20/2024

  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 ordered a couch which was not what I wanted. I rejected the order upon delivery and attempted to work with the company to receive the correct items. Ultimately, they failed to correct the issue so I requested a refund. Upon requesting a refund, I was informed that I would only be refunded $1629.45 as the remaining amount would cover restocking and delivery fees. The delivery charge was $675.00!

  Business Response

  Date: 06/20/2024

  Hello ******,

  We spoke with you and your husband regarding the order you refused today. According to our conversation, you confirmed that you were looking to purchase a three-piece L-shaped configuration. However, you ordered one Left Facing Loveseat, one Right Side Facing Loveseat, and one Armless Sofa. This was an order placed online by you. As per our terms and conditions that you agreed to when making the purchase, it clearly states that you may return your order. However, there is a return fee involved, which consists of a 15% restocking fee plus the return delivery fees. Please note that we work with delivery partners, and they provide us with the delivery fees.

  
  After discussing the return fees, you were offered two options to help you out. The first option was to give you a discount on the corner piece needed to create the desired L-shaped configuration. We also quoted you for one chaise and one corner piece and offered a $150 discount. We spoke with the vendor about the return, waived the 15% restocking fee, and advised that you would only pay $50 to return the item. Additionally, we offered to find the cheapest way to return the left-facing loveseat you wanted to swap for the other two pieces, our delivery partner was going to charge only $332 to ship it back. The difference would be applied to your new order, and you would only have to pay the remaining balance. However, you rejected this option and decided to proceed with the delivery of the items ordered to avoid any additional fees.

  
  Our resolution options are still available, and we are open to helping you as we understand you ordered the wrong pieces online. Feel free to contact us if you need further assistance.

• Initial Complaint

  Date:06/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bedroom furniture set for $2711.73 on 3/15/23. I was informed the set was on backorder and would take 8 weeks for delivery. On 4/21/23 I was billed for the order and notified via email that the order was processing and would be delivered in 1-2 weeks. On 5/10/23 I notified by LFO and called by the delivery company notifying me that my delivery date would be 5/12/23. However, when I called on 5/12/23 to confirm the delivery, the delivery company told me it was not coming as it "did not pass inspection." I contacted LFO and found out one of the nightstands did not pass. They did not reach out to me AT ALL - let alone to ask if I'd like the rest of the order to be delivered while they replace the nightstand. Then, when I (once again) had to reach out to ask the status on 5/25, I was informed that the footboard had been damaged in the warehouse in the meantime. (The footboard wouldn't have been lying around in the warehouse susceptible to damage if it had been delivered as scheduled.) I have not heard from LFO since 5/25, but was contacted by their contracted delivery company on 6/4 notifying me that delivery was scheduled for 6/6. On the morning of 6/6, I paid for daycare for my dog, stayed home from a work event in *********, and rearranged the bedroom furniture in home to prepare for this delivery. Two hours into the proposed delivery window I called the delivery company to have them confirm what time they'd arrive, and they informed me that LFO advised them to hold the order back and that it would not be delivered. Once again, I was responsible for contacting both the delivery company and LFO. LFO then informed me that the order hasn't even arrived at the delivery company, and that it would be another two weeks, at least, before the order arrives. I am beside myself with frustration, anger, disappointment, and deceit. I feel as though I have been scammed out of $2711 and will never see this furniture. They have offered no compensation either.

  Business Response

  Date: 06/12/2023

  Management spoke with **************** on June 6th to explain the replacement items will be shipping out on June 8th. Once the items arrive to the final mile warehouse, all pieces will be inspected and he will be scheduled for delivery. Customer was already compensated with our Premium Plus 5 Year Protection Plus that was added to his order.

  We're still in contact with our customer and making sure his delivery is completed successfully.

• Initial Complaint

  Date:05/18/2023

  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.

  I ordered a 7 piece living room set on the phone and told the lady that was helping me that I want the 7 piece that is showing on their website, she verified and the price was matching, so we were talking about the SAME set thats on the website, I told the lady that I am looking for a fast delivery since the competition does not have all the required pieces and their delivery is at least 7 weeks out, and I requested a price match.I was promised a 2 week delivery and the price was adjusted down to match the competition.I received a living room set that is not the same as the one that is displayed on their website, the one that I specifically asked for.I called and they are refusing to send me the missing piece because I approved the order list before I paid, the order list is a list of terms that I do not understand (I don't know what each piece is called!), what I ordered is clear on the website and I made no changes to it.I have been going back and forth with them for 2 months, the customer service people are from I don't know where and they are taking notes and promising to get back to me with a resolution, every time they call back (weeks later) they tell me that Management has reviewed the complaint and cant do anything, I will have to buy the missing piece and pay shipping.What a scam company, they lowered the price and gave me the wrong piece of furniture, they use customer service to argue with their customers, much cheaper for them than fixing their mistake.

  Business Response

  Date: 05/19/2023

  Hello **************,

  I've attached proof of the conversation carried by you and local furniture outlet. You clearly asked for the 7 piece sectional and that's what you were price matched and what we added to the official order form. Regardless, we followed up with you asking you to please review your order carefully. The follow up was done via telephone and by email. You advised you would review the entire order form with your wife after dinner to confirm everything looked correct to then proceed with payment. Never during our conversation you asked for a specific 7 piece sectional configuration, even though we asked you. You just said "7-Piece Sectional" to which we will automatically create a 7-piece sectional according to what we offer on our website.

  We're very sorry you're not satisfied with the 7-Piece Sectional you received but we are unable to ***** you a free piece or exchange the items without a fee. As mentioned, we'll be happy to swap the items but there will be an additional fee to do this. You can also purchase an additional piece you desire for an extra cost.

  During our call today, you confirmed you already filed a dispute. There's nothing left to resolve through BBB, this is now going to get resolved through our financial institutions. 

  Have a wonderful weekend.

  Customer Answer

  Date: 05/31/2023

  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:03/24/2023

  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.

  The seller delivered a desk to me, but it didn't come with hardware, so the "White ****** delivery team was unable to assemble it, which was part of the included purchase; instead, they left the pieces in a pile on my floor. After much complaining, the hardware was delivered about 1.5 weeks later. This time I was told to assemble the desk myself. After assembly, I found that the electronic lift mechanism didn't work. I spent at least an hour troubleshooting this problem using instructions from the desk manufacturer, and the electronic lifting legs manufacturer, only to find that they still wouldn't work and I was stuck with an error of E01. The seller refused to refund me, despite numerous requests. It's been about 3 months since my purchase, and they are still arguing with me. I've disputed this transaction with my credit card company & provided them with all of the evidence.

  Business Response

  Date: 04/06/2023

  Dear ******,

  Per our conversation, we're an official distributor that pulls directly from the manufacturer's warehouse. For this reason, we have no control over an item arriving with missing hardware. What we do have control over is getting resolved as quick as possible. In your case, we proceeded to order the missing hardware right away with the vendor and you were made aware of this. We advised you that a furniture professional would schedule a visit with you to assemble the desk; however, even though you knew we had already contacted a furniture professional from our network, as soon as the hardware arrived you proceeded to assemble the desk yourself. We explained to you that unfortunately if these desks are not assembled properly, the lift function will not work properly. We scheduled a furniture professional to go to your house to check the desk and fix any assembly issues and also the lift function but you cancelled the visit stating you were busy and couldn't accept the visit until 4/12 which to this date is recorded and scheduled. We understand that you decided to dispute the charges, however, on our end we're not reflecting a dispute and have the right proceed with our policy and protocols for this purchase. The desk in your possession is in good conditions and the lifting mechanism is something that will be resolved. 

  I've attached the history on how quickly we acted to get you resolved. 

  3/15 - Desk Delivered and you reported the incident

  3/16-Hardware Shipping labels created via USPS

  You will be able to read the rest of the emails that we sent to you and the dates. Unfortunately, we are limited to how many we can add here.

   

  Looking forward to assisting you on 4/12.

  Customer Answer

  Date: 04/10/2023

  Complaint: 19641717
  
  I am rejecting this response because:

  the business stated that the delivery men who brought the desk were NOT professional furniture assemblers; furthermore, they did not assemble the desk. Assembly was part of the white glove service that was supposed to be included with purchase.
  

  I was also told over the phone that when the missing parts did arrive, I could assemble the desk myself, or the furniture company would send someone to do it; unfortunately, after the hardware arrived. I didnt hear back in a timely manner and decided to assemble the desk myself. The lifting mechanism didnt work; this is not an assembly error because the only thing to assemble in regards to the lift mechanism, is to plug in each leg, the control buttons, and a power cable. 
  

  Finally, I have a recorded phone conversation with the manager of Local Furniture Outlet, stating that they would pick up the desk and provide a refund; I purchased a new desk from a different company bc of this offer. Two days later they called back and said they would not refund my money.

  Local Furniture Outlet is a SCAM!!!

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

  Business Response

  Date: 04/10/2023

  ******,

  We never said that the delivery team is not capable to assemble the desk properly or that they're not professional. The delivery team is called "Delivery Team" from Metropolitan, they are also professionals at what they do and are trained to deliver and assemble furniture. However, if we need to send somebody out to our customer's house after the items are delivered then we send out a "Furniture Professional", they are from our network partners and complete the after delivery services.

  You agreed to accept a furniture professional to go out there per our previous conversation. There's no way to prove at this moment that there's something wrong with the desk that's currently in your possession, nor can we provide a final resolution until we have a furniture professional inspect the desk thoroughly. I understand you proceeded to purchase another desk but you're scheduled for a visit on 4/12 with us to help you get your desk up and running. Please note, you cancelled your previous scheduled visit which was supposed to take place last week.

  Regarding being promised a refund, this was only if after investigating we could prove that your complaints were true. However, you were never advised to assemble the desk yourself, and were told that the desk needed to be assembled by our furniture professional but you omitted our instruction. We're glad our Furniture Professional will be visiting on 4/12 so we can take care of you. 

  I do see we've been attempting to contact you to remind you of your appointment with the furniture professional but we haven't been able to get a hold of you. However, we've sent multiple emails.

  If you have any additional questions, please feel free to contact us ************.

  Customer Answer

  Date: 04/11/2023

  Complaint: 19641717
  
  I am rejecting this response because:
  
  

  You emailed telling me that the delivery company is only a delivery crew NOT  a furniture assembly professional.

  I also have NOT cancelled anything. I was called on 4/11 and told a furniture professional could come on 4/12; however, I have a life, a job, and a family, and I wasnt able to be home that day. Ive already put in FAR more time, energy and effort to help YOUR COMPANY, than I ever should have. 
  

  I also cant answer phone calls constantly to deal with your companys nonsense & poor service; again, I have a job, and a life. 
  

  Finally, I have an entire RECORDED phone call with you stating youd provide a pick up and full refund - there were no strings attached to that.

   

  Local Furniture Outlet is a SCAM company. Preying on people. Sending them incomplete and broken furniture, and then trying to charge people 15% restock fees and delivery fees if they even mention the term refund. Poor customer service. Terrible people in general. 
  

  ANYONE READING THIS SHOULD STEER CLEAR OF LOVAL FURNITURE WAREHOUSE 

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

  Customer Answer

  Date: 04/11/2023

  Complaint: 19641717
  
  I am rejecting this response because:
  

  You emailed telling me that the delivery company is only a delivery crew NOT  a furniture assembly professional.
  
  I also have NOT cancelled anything. I was called on 4/11 and told a furniture professional could come on 4/12; however, I have a life, a job, and a family, and I wasnt able to be home that day. Ive already put in FAR more time, energy and effort to help YOUR COMPANY, than I ever should have. 
  
  I also cant answer phone calls constantly to deal with your companys nonsense & poor service; again, I have a job, and a life. 
  
  Finally, I have an entire RECORDED phone call with you stating youd provide a pick up and full refund - there were no strings attached to that.
  
   
  
  Local Furniture Outlet is a SCAM company. Preying on people. Sending them incomplete and broken furniture, and then trying to charge people 15% restock fees and delivery fees if they even mention the term refund. Poor customer service. Terrible people in general. 
  
  ANYONE READING THIS SHOULD STEER CLEAR OF LOVAL FURNITURE WAREHOUSE 
  

  
  

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

  Business Response

  Date: 04/14/2023

  ******,

  We're glad our furniture professional went out to inspect the item. He did find that the cables are pinched and provided the professional report. He also confirmed that there's no damage to the desk. The cables pinched are visible and this could have happened for different reasons, not necessarily because it arrived this way. However, we're already working with the vendor to get this specific part so our furniture professional can go back to swap the pinched cable.

  Thank you.

   

  Customer Answer

  Date: 04/17/2023

  Complaint: 19641717
  
  I am rejecting this response because:

  Your furniture person said 1 out of 4 cables (the control panel wire) did appear to have a slightly damaged insulation layer, but that he didnt think that was the problem because no wires were exposed and the control panel worked. 
  

  He explained it was more likely that either one or both of the lift motors were bad, or the possibility the circuit board box was bad. 
  

  He said that he recommended your company replace the motors, circuit board box, and the control panel wire, and that it would most likely take several weeks just to get the parts. 
  

  Finally, he told me that Local Furniture Outlet is *the worst* of the furniture companies he works for, and that theyre akin to used car salesmen, who sell manufacturer discounted furniture, which is often discounted because there are missing parts, or known problems.

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

  Customer Answer

  Date: 04/17/2023

  Complaint: 19641717
  
  I am rejecting this response because:

  Your furniture person said 1 out of 4 cables (the control panel wire) did appear to have a slightly damaged insulation layer, but that he didnt think that was the problem because no wires were exposed and the control panel worked. 
  
  He explained it was more likely that either one or both of the lift motors were bad, or the possibility the circuit board box was bad. 
  
  He said that he recommended your company replace the motors, circuit board box, and the control panel wire, and that it would most likely take several weeks just to get the parts. 
  
  Finally, he told me that Local Furniture Outlet is *the worst* of the furniture companies he works for, and that theyre akin to used car salesmen, who sell manufacturer discounted furniture, which is often discounted because there are missing parts, or known problems.
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/22/2023

  We've attached the tech's report. Per the vendor they're sending out a replacement base where the pinch cable is located. One of the company's that are part of our network of professionals is USQuality, which hires internal furniture professionals nationwide and send out professionals according to what's reported. The techs don't know about the company that hired them, they just know the service that needs to be completed. We also pull directly from the manufacturer's warehouse at all times, as we don't have our own warehouse or display room. We're are a proud official distributor of all the brands we sale, so you can be at ease the items are not used or on sale items. 

  We'll continue to update you regarding you replacement base, which will have professional assemble for you once it arrives. 

  Thank you.

  Customer Answer

  Date: 04/24/2023

  Complaint: 19641717
  
  I am rejecting this response because:

  You keep trying to lay the blame on me here, but the report from the guy you sent out states "POSSIBLE BAD MOTOR OR FROM CABLE PINCH." You sent me faulty product. 

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

• Initial Complaint

  Date:08/08/2022

  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.

  date of transaction: march 2 2022 cost: ******* for the sofa.also purchased two chairs which have paid for.the situation we purchased furniture from this company (local furniture outlet). the chairs we in good shape, but the sofa damaged. the wood work along the edge was extensively damaged. this was not acceptable and we turned sofa to company. the, company sent sofa back to the us with the same damage except they used what appears to be shoe polish to cover the damage. also the shoe polish has marred other portions of the cloth. along with dirty fabric.this is not acceptable. we want our money back for the cost of the coach and be done with this business arragement. but the company refuses to refund our money for the sofa. the company is trying to get us to pay additional fee: pick up fee (50$), delivery fee($100), 15% restocking fee ($321.16).

  Business Response

  Date: 08/22/2022

  ***************** purchased two chairs and a sofa from us. As she mentions, she kept the chairs and refused the sofa, stating the sofa had minor damage. After taking care of her complaint, we attempted to coordinate an official delivery date to deliver a brand new sofa without damage which she refused to accept or schedule delivery for. ***************** agreed to our terms and conditions when she placed this order, our terms and conditions state that if our customer wants to return an item there is a restocking fee of 15% plus delivery fees involved. We've refunded ***************** the sofa's purchase price minus the restocking plus deliver fees she agreed to during check out.

  Customer Answer

  Date: 08/28/2022

  Complaint: 17657501
  
  I am rejecting this response because:

  The continuing saga between us (***** and ***************************) and LFO (Local Furniture Outlet) remains unresolved as of this writing on August 28, 2022. 
  To date we have not received any refund for our returned merchandise. 
  The sofa was dirty and damaged. The sofa is like used furniture to us. We want to know why we are being assessed additional fees? The damage and dirt is NOT our fault.
  We are including pictures of the damaged and dirty furniture that they were trying to deliver for the second time. 
  LFO received the returned sofa. We want 100% of the refund for the sofa.
  

   

  Thank you for your assistance,
  
  
  ***** and ***************************

  Business Response

  Date: 08/30/2022

  Per our terms and condition that ***************** agreed to when purchasing this ART set through us, she agreed if the furniture had some type of minor or big damage, we would work directly with the manufacturer to resolve it. We've attached pictures that prove our delivery partner attempted to call ***************** multiple times to schedule delivery, they also left voicemails to deliver the sofa she ordered in excellent conditions. Customer never returned a phone call and became unresponsive. We've attached pictures of the sofa we've been attempting to delivery to the customer in the last month. She is now asking for a full refund and to return the sofa after she's been provided a solution to her complaint. Once again, per our terms and conditions she agreed to when placing this order, there are return fees involved when returning an item which consist of a 15% restocking fee plus the delivery fee to return the item. Customer was provided with this information via email over a month ago. We'll be happy to provide proof of refund minus the restocking with return delivery fees to ****************** 

  Customer Answer

  Date: 09/05/2022

  Complaint: 17657501
  
  I am rejecting this response because:

  The pictures look like they're trying to deliver the same sofa we returned. That is not a new sofa anymore. 

  Okay. Let us try this again.
  We request that you send to us A BRAND NEW SOFA where the woodwork is not damaged and there are no shoe polish, dirt marks and scuffs on the material. 
  We are willing to wait for a brand new sofa which doesn't have any damages. 

  
  We made this order in February of this year and we can wait a bit longer for a brand new sofa. 
  Please send A BRAND NEW SOFA. If you do that and if it is in good shape when it gets here we will take delivery. But only if  
  
  
  Regards,
  
  ***** And ***************************

  Business Response

  Date: 09/06/2022

  Mr. and *****************, You were already refunded the money for the sofa minus the return fees. Unfortunately at this time we're unable to deliver the sofa as the sofa has been returned to the manufacturer. If you have changed your mind and want the sofa, you will need to place a brand new order and we'll be happy to help with this process again. Per protocol we can't keep the sofa sitting in the delivery company's warehouse for over a month. As already mentioned, we were attempting to contact you for about a month or more but you went unresponsive. The sofa as you can see in the pictures we attached in our previous response was in perfect condition ready to be delivered to you. 

  Customer Answer

  Date: 09/19/2022

  Complaint: 17657501
  
  I am rejecting this response because:

  We received the first message from LFO (Local Furniture Outlet) on 8/23/2022.

  It says "We've refunded ***************** the sofa's purchase price".

  And the last message says on 9/6/2022 "You were already refunded the money for the sofa minus the return fees. Unfortunately at this time we're unable to deliver the sofa as the sofa has been returned to the manufacturer."

  We have been receiving notifications from the delivery company that they have been trying to deliver the sofa. Which is interesting as LFO has told us the sofa has been returned to the manufacturer.
  

  As we have said before, we don't want to have this sofa we returned. And we have never received any refunds as of today 9/9/2022.
  

  We tried to resolve this issue and gave them a chance to replace the sofa or give us 100% of the refund for the sofa. But they are still pushing the delivery company to deliver the same sofa we returned and has been returned to the manufacturer. 
  

  
  Regards,
  
  ***** And ***************************

  Business Response

  Date: 09/21/2022

  Hello *****************, we've provided proof through BBB and have proof of the history of your order. I have once again attached proof responding all your concerns. Once again, we truly apologize but at this point you've been refunded the sofa's price minus the return fees (I have attached proof of the refund). The delivery company is not and has not been attempting to contact you since around August 21st,  they don't have the sofa in their possession as they returned the sofa. We were charged storage fees since the sofa was sitting in their warehouse for over a month. We attempted to deliver the sofa but you went unresponsive. Attaching pictures again of the sofa in excellent conditions, without damage or stains. If you would like to acquire this sofa, you do need to place a new order. 

   

• Initial Complaint

  Date:07/27/2022

  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 or around December 7, 2022, I purchased one Finley Marble Top Dining Table in White and Cordovan Dark Cherry and four ****** PU Side Chair in Black from Local Furniture Outlet online at: https://www.localfurnitureoutlet.com/ for $994.08, Order # ***** (table ****** and chairs $102.40 x 4).Due to pandemic shipping delays, the items were not scheduled to be available for delivery until April 2022. The first delivery attempt was scheduled for May 2022. Upon arrival, I refused the delivery because the table was cracked on 3 of 4 corners. Per the company's request, I sent photos of the damage and they scheduled a new replacement table with chairs to be delivered to my address. During the last week of June 2022 the replacement table and chairs were delivered. Initial appearance of the table is that it is new from the factory but upon closer inspection it is obvious a refurbished/repaired table top with multiple repaired cracks with obvious signs of bonding glue that has been refinished. I contacted the companies customer service representative, via email and phone. The representative was immediate to insist that they do not sell refurbished used items, as if she were reading from a script before she even allowed me to explain why I know it not to be true. Eventually she allowed me to email pictures of the damage and my claim was sent for further review. They sent me and email offer of $100 refund for my table. That is unacceptable and I explained to them that a 40% discount of $268.71 on the table would be more acceptable, since I had located the same table being advertised on their website for much less than the cost I paid minus a proposed $100 refund. My emails have since gone ignored. Second issue is false advertising. The furniture was being sold as new--not resurfaced/refurbished. If I had known that the table was not new, I would have settled on a different style marble table from an actual "local" furniture retailer, in-store.

  Business Response

  Date: 08/26/2022

  We've resolved this situation with **********************