Complaints

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

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  Edloe Finch

  6711 Stella Link Rd Houston, TX 77005

• 

  Edloe Finch

  6711 Stella Link Road, Suite 365 Houston, TX 77005

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:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My chair started peeling. Even though its supposed to be very strong pet friendly fabric. I asked for a replacement chair cover. They quoted me $40 and said it could be shipped soon. Then they charged me $50. Then I told them they quoted me $40 so they refunded me $10. I made this complaint in December. It has now been 6 months. They have not sent me the replacement chair cover. They have now just quoted me until September at the earliest. This is a fraudulent company who does not deal fairly. They do not offer similar warrantys across Edloe Finch and Albany Park even though the two businesses are same products and same owners / operators. They will steal your money and never deliver. Do not shop with them, period. It is not the first issue Ive had with them but it will be the last. I want a replacement chair and they wont offer it. And they wont send me the replacement part I paid for.

  Business Response

  Date: 07/01/2025

  The replacement part originally ordered (EF_37617) has already shipped and is currently in transit (estimated delivery date is July 3, 2025). Additionally, as a courtesy for the delay, we have also processed a full refund for the ordermeaning the customer will be receiving this free of charge. Weve attached proof of both the refund and the tracking information for transparency.
  
  While we regret the extended timeline and the inconvenience this has caused, we hope that this resolution reflects our genuine commitment to making things right and ensuring our customers feel valued and supported. Should the customer have any further concerns, we remain available and ready to assist.

  Customer Answer

  Date: 07/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Whats amazing is how quickly they resolved the issue once I submitted a BBB complaint. Within days, the replacement was on the way and I had received a refund. Absolutely shocking and makes me confident in my previous assessment of their business practices. Unethical and questionable at best, and probably warranting deeper inspection. 
  
  
   
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased sofa and ottoman set on 04/13/25. Ottoman arrived 04/21 and I wrote the company immediately about the holes and sagging underside. Sofa arrived 04/23/25 and wrote the company immediately after I found another hole on its underside exactly the same as the ottoman's. I called them after it had been 7 working days since the company responded to the detailed document, with pics that I took a lot of time to construct, of the shape that the furniture arrived in, plus how the items were packaged and shipped by Edloe Finch in their original packaging (cardboard boxes with large shear plastic bags inside). I offered the company a deal, for my keeping and repairing the undersides of the sofa and ottoman, plus to accept the corroded brackets attached to the sofa assembly, if it took $500 off the original sales price, due to my concerns about the pieces' damages along with the moisture-stained, re-taped, ratty old boxes they arrived in that caused them to appear to be 'open box' items. The company counter-offered with a $300 rebate, and I countered that with $400 one, giving it 3 more days to respond, which it did not. Then on 05/12 I finally pulled my offer off the table and filed for a full return of its sofa and ottoman. In at least 2 emails the company was made aware that I had zero furniture to sit on in my living room from 04/23 - 05/12, yet it did not seem to matter at all to get this problem resolved in a fair or timely manner. This is not a buyers remorse case, it is a case of Edloe Finch attempting to sell a new customer damaged merchandise that an old customer already returned - potentially multiple times over. Edloe Finch's warranty return policy of customers paying $200 if they want to return its products should be null and void in this case - this corporation sent me damaged products to begin with and it stated in writing that it plans on taking $200 from my credit card upon receiving its returned items. Bad business, I want 100% of my money back.

  Business Response

  Date: 05/19/2025

  I spoke with ******* today, and she confirmed that the return pickup for the items is scheduled for today, 5/19. On top of the non-stellar experience she had, she also expressed frustration regarding the return shipping fee, and I assured her that the fee will be waived.
  
  ******* requested written confirmation to ensure she won't be charged and will receive a full refund as soon as the returned items are received at our Warehouse. Ive sent her an email to confirm this, which is attached to this response. 

  While we truly regret that this order didnt turn out as we had hoped, we still appreciate the opportunity to turn things around for her. She was at work during the call and wasnt able to stay on the phone for long, but after sharing the good news that the fee would be waived, Im hopeful that we were able to make things right for her

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint ... 
  
  [Provide details of why you are not satisfied with this resolution.] ... until after I have confirmation that the promised refund by Edloe Finch has been returned to my payment account in full.  
  
  

   

  Regards,

  ******* *****
  
  
   

  
  

  Business Response

  Date: 05/28/2025

  The return shipment's estimated delivery date to our warehouse is 6/6. ********************************************************************
  
  Our SOP for return shipments is to wait until the returned items are received and inspected at our warehouse before issuing a refund. However, as a courtesy, we went ahead and processed the refund for this order in advance. 
  
  Return policy page - ************************************************
  
  
  No return fee charged
  Processed full refund in advance
  
  Resolved.
  

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  This letter is to inform you that Edloe Finch has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/16/2025 and assigned ID ********.
  
  Regards,

   

  Edloe Finch has resolved this matter by refunding my purchase in its entirety.   Thank you BBB, ******* *****

   

   

  
  

• Initial Complaint

  Date:04/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order EF ***** Delivery Status ******** 3/29/25 I placed an order for a Lyra bed, dresser and two nightstands.4/10/25 Received an email saying some items in my order were on the way.4/18/25 Received a phone call from ********* from Pilot Freight letting me know that he was on his way with some of my furniture but his truck had broken down on the *******************4/21/25Pilot Freight shows up with the wrong bed and no paperwork.4/21/25-4/26/25 Numerous emails with ******* M from ***************** Shipping Tracking Specialist 4/21/25-4/26/25 Phone calls with ********* ****** ******* and ***** at Customer ********** answers! Where is my stuff and when is it coming? Is this company for real or do I need to dispute the charges with my cc company?Very frustrated and distressed at the way ******* and ****** do business.Drori ***** | ******************** | ************

  Business Response

  Date: 05/09/2025

  Hi BBB,
  
  The original shipment was deemed lost in transit so we had to process a replacement shipment to get this resolved. Replacement shipment has shipped 5/8 > ***************************************************************************************************************************
  
  Update and tracking link has been shared with the customer already via email.

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a chair and sectional couch from this company. After I ordered there were significant issues with delivery resulting in finally receiving almost a month after expected delivery. When I finally got the couch it had the wrong cushions and they argued with me saying thats not what I ordered. After sending them a screen shot of what I ordered they still said I ordered the wrong thing as box cushions werent offered yet which is an outright lie. I would not have purchased the configuration sent as it doesnt go with the chair I ordered. They did then agree to replace the ottoman and cushions and sent the ottoman but the cushions never came. They have no expected delivery and it is now the end of March. They are no longer returning emails. I really just want the cushions but in the absence of resolution (which I expect wont happen after 4 months of this saga) I want my money back for both. This company is terrible.

  Business Response

  Date: 04/17/2025

  Hi Better Business Bureau,
  We are writing to provide a summary of the resolution and corrective actions taken in response to Complaint ID ******** regarding a recent order placed by our customer with **********************.
  Consumer Name: ******* ******* | Order ID: *********
  The customer placed an order for our Kova Sofa 122" + Kova Storage Ottoman in Pillow cushions on November 9, 2024. Shortly after receiving their order, the customer reached out stating they had intended to purchase the Box cushion version instead. However, our Box cushions were only launched on the week of November 18, and therefore were not available for purchase at the time of their order. Based on this timeline, it appears to be an error on the customers end.
  Despite this, as the customer was still within the ****** return window, we approvedas a gesture of goodwillto send them a set of Box cushions under our one-time free exchange policy, without requiring the return of the originally received pillow cushions. However, due to limited availability at that time, we informed the customer that the box cushions would be shipped as soon as stock became available. These cushions were successfully delivered on April 9, 2025.
  Regarding the Storage Ottoman, our standard exchange SOP requires the original item to be returned in order for a refund to be processed. We advised the customer to return the Pillow Ottoman so they could place a new order for the Box version. The customer, however, declined this return-and-repurchase process and instead requested that we send the Box Storage Ottoman first, with the intention of returning the Pillow version afterward. We made an exception and fulfilled this request. The Box Storage Ottoman was delivered on February 8, 2025, but the customer later declined to proceed with the return until they received the promised replacement cushions.
  Now that the box cushions have been delivered, the customer has informed us that they are currently traveling and unavailable to process the return. We will follow through and continue checking in with the customer so we can arrange the return pick-up of the original Pillow Storage Ottoman as soon as they are able.
  Thank you for your attention, and please feel free to reach out should you need further clarification on the case.
  
  J A N N.
  Customer Care Manager
  ********************** | **********************
  

  
  

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 feel I have been unfairly denied a warranty claim on the couch I purchased from Albany Park (parent company Edloe Finch) in November 2021.I first made the claim in February 2024, the reasons for which are as follows:Ive had the couch just over two years now. I live with just me and my two elementary-age daughters. We are gentle with things, yet the couch is just really broken down.-The cushions, particularly the chaise, are deeply collapsed in the middle. I tried multiple requests made by Albany Park to resolve the issue including removing fabric cover and fluffing and redistributing the feathers (feather surrounds the core cushion foam, it is the foam that is the issue.) I was also told by customer service to sit differently on the couch which I dont even know what that would mean. Its a couch and we sit on it where the seats are. It is just me and my two young daughters, I weight about 130 lbs and my daughters weigh around 70 and ******************************************************************* such a way as is the intended use would result in the kind of collapse that you see.-Two of the legs completely broke off. Albany Park **************** did not say anything about this part of the inquiry.-Couch is very discolored in many areas. No spills or damage caused this, it is poor-quality fabric. I have photos of all the above as well as the back and forth emails documenting the attempts made to resolve with the business directly.

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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: 3/12/24
  
  Total amount paid to the company: $3,641.67
  
  Albany Park aka Edloe Finch committed to providing "Incredibly cozy and deep, the Kova was made to unwind, relax, and kick your feet up. The new cloud-soft, hypoallergenic and 100% vegan cushions provide exceptional sink-in comfort for the whole family. Combine Kova’s modular pieces to create endless configurations to fit your home and your lifestyle.
  Features:
  -Our newly improved cloud-like cushions maximize comfort with an exceptionally soft, hypoallergenic microfiber fill
  -Industry-best lead time for custom furniture, ships in days from our factory in North America
  -New anti-slip seat cushions stay in place with every sit
  -Removable, cleanable seat cushions with kid and pet-friendly fabric options let you lounge without worry
  -Back cushions are fully reversible and cleanable for a quick, easy refresh
  -Sturdy frame crafted from durable contract-grade wood
  -Sofa base combines foam-topped comfort with high performance suspension"
  
  My dispute is in regard to the quality they promised but did not deliver on. This sectional is extremely uncomfortable and hard. All bottom cushions slide off the couch with the slightest movement, making laying down impossible. The modular pieces also separate with the slightest movement due to the metal clips being cheap quality.
  
  I submitted a BBB review and was told someone from customer service would contact me, but that was a couple months ago, and I haven't received any form of contact. Upon doing my own research recently I noticed this company is actually a sister company of Edloe Finch and the reviews they provide for their Kova Sectional are embellished and they only provide good reviews for the consumer to read on their website. It took me reading Reddit to understand that this company is clearing misleading their consumers.
  
  Desired Resolution: Return sectional for a full refund. Will need new packaging in order to ship back.

• Initial Complaint

  Date:07/16/2024

  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.

  My complaint is in regards to the Kova sectional I purchased from a retailer/dealer of Albany Park (Edloe Finch, LLC.) I purchased the whole sectional on 06/7/2023. Recently, one of the armless pieces seat frames became damaged. I sought assistance from Albany Park in getting a replacement. As I did not purchase from Albany Park directly I was not under their warranty. That was ok because they did offer other options to replace certain pieces and parts of the sectional in the event there was damage. I was relieved to find that I could at the very least purchase just a new seat frame for my Armless piece, until I received a follow up email from Albany Park. To my dismay, Albany Park was not able to assist me in my request because not only did they change the fabric they used for the charcoal color so it would no longer match, they also changed the dimensions! I was fine with purchasing a new Armless seat frame in the new charcoal color as that could go in the center of the sectional and would not be seen. I was shocked that they also changed the dimensions so it wouldn't line up! I specifically bought a Kova sectional because of it's modularity and that in the event of damage I wouldn't have to replace the whole couch and would only need to purchase certain parts. I feel really wronged by the company as now my entire sectional no longer has the modularity which was the main selling point for me. If I wanted to add a new Armless or Corner piece to my sectional, I couldn't even do that now because the new frames are about an inch higher. This feels like false advertising and a bit sneaky business. Now anyone who also bought the same Kova couch as I did for the same reasons, also can no longer take advantage of the conveniences and features that Albany Park advertises of their Kova line. I do not know the solution for this however I feel as tho I'm owed a new 6 piece Kova pit with the new color and dimensions.

  Business Response

  Date: 08/06/2024

  Hello *****, thank you for your feedback.  We apologize that your experience with Albany Park did not go as planned, but we would love the opportunity to assist you further.  As you mentioned, your sofa was purchased through a 3rd party retailer which is not covered under Albany Park's warranty.  In addition, we have since made changes to the fabric and structure of our Kova collection which make the current model incompatible with the previous version you purchased.  Similar to many other brands, we do make adjustments to our products from time to time based on industry standards and customer feedback.  All **** products currently offered directly through our website are indeed modular, compatible with one another and covered by our lifetime warranty; however, they are no longer compatible with some older models in terms of fabric and dimensions.  While it is a reality that certain Albany Park products may eventually be discontinued, we do understand your disappointment and would like to assist you with some other possible options.  Our customer care team will be in touch shortly to assist you further.

• Initial Complaint

  Date:06/04/2024

  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.

  Albany Park (Edloe Finch) shipped me the completely wrong item. Wrong base item, wrong colors, and wrong material. I have included my receipt for this order as well as a photo of the item delivered. I have no idea how that is even possible. Please help me expedite a solution as soon as possible.

  Business Response

  Date: 06/18/2024

  Hi *****, we apologize for the error with your shipment.  Based on the photos you provided, you were delivered a package addressed to another customer. We understand the inconvenience this has caused and appreciate you giving us the opportunity to correct your order.  Your new shipment for the correct sofa went out on 6/14, and the carrier will contact you as soon as it's ready to be scheduled for delivery.  We hope that you enjoy your new sofa once it arrives and hope that you'll reach out to us if you need any further assistance.

• Initial Complaint

  Date:05/05/2024

  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.

  Date of transaction - 02/27/2024 Amount Paid - $3799.73 I purchased a Kova Pit Sectional couch from Albany Park. I was promised a 5-13 day delivery excluding weekends. Order Number ****** I was provided with incorrect tracking link by Albany Park I purchased a couch from this company. They advertised to me that it would be a quick delivery. After April 1st, 35 days after I originally placed the order, I still had not received the couch. I disputed the charge with my bank who ruled in my favor. Immediately after this, I received phone calls from managers at Albany Park telling me that they are dedicated to getting me the couch I ordered within the next week. They told me over the phone "I promise" and "You can trust me." They told me to cancel the dispute and they would ensure if the couch was not delivered within the next 5 days, they would issue me a full refund. I reversed the dispute with my bank and the money was returned and collected by Albany Park on 04/09/2024. I never received the couch. They never refunded me. They have asked me to provide them with proper documentation, proving the chargeback was resolved in order to refund me. I have provided them multiple times with proper documents and they tell me it is insufficient. It is now May 5th 2024 and I have not gotten my money back. Albany Park is no longer responding to my emails and I have tried reaching out for an update every day for the last week and have heard no response. I desperately want my money back. I was tricked into believing the couch I ordered was going to arrive eventually and it never did. I was tricked into giving my money back to them. They use tactics online and in email by speaking in uncertainties such as "this is the timeframe we typically expect." But when they talk to you over a non recorded phone line, they speak in certainties such as "trust me" and "I promise." I am willing to provide more information if necessary.

  Business Response

  Date: 05/17/2024

  Hi ******, we're sorry that your order was lost in transit and the frustration this situation has caused.  We appreciate you cancelling the chargeback on your order so that you could be refunded in full.  We know this process took longer than expected and did our best to keep you updated along the way as we worked with your bank to resolve the charge dispute. Thank you for giving us the opportunity to make things right.  Please don't hesitate to reach out if we can provide any further assistance.

  Customer Answer

  Date: 05/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:02/17/2024

  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 received a dresser (cost over $1,000) that was damaged to the point where it was not repairable or usable. I immediately emailed the company roughly 10 photos of damage the the corners, top, bottom, and internal drawer of the dresser. Also emailed receipt of delivery. I have called (often just reaching voicemail) and emailed daily with this company for a week with no resolution. I was told that I could have parts or would need to pay to ship the item back, though it is damaged beyond parts repair. After several exchanges, I asked to speak with a manager and was told I would be contacted. I was never contacted by a manager, and cannot get in touch with one. I then recieved an email saying I could return the item and would be shipped a replacement. A replacement has never been issued and I am still waiting for return information. Ive been given no timeline on any of it. I dont even know if I want a replacement with how awful this experience has been, but the company did ask, rather just emailed that they would supposedly issue a replacement after checking inventory (they have not done so). Currently, I am out over $1,000 and storing a defective product. I have well over a dozen emails, multiple voicemails, and phone calls that have resulted in wasted time and zero resolution. How do I get resolution here?

  Business Response

  Date: 08/08/2024

  To whom it may concern-

   

  This complaint has been resolved.  Please see attached:

  *** style="color: black;">Replacement delivery for the damaged item was completed on 3/1/2024 *** style="color: black;">A partial refun was also issued to the customer for the inconvenience *** style="color: black;">Conversation with ********************