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Business Profile

Furniture Stores

Hot Buys Furniture & Mattress

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2024

    Type:Billing 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 purchased a couch from this business in September and cancelled my order and disputed the charge on my credit card. The company lied to my credit card company and told them I picked the couch up and should be charged. When in fact I never received the product.

  • Initial Complaint

    Date:11/06/2024

    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.
    I ordered a Sectional set and a chaise I didnt even receive the order. Manager keep laying on . He will tell you too many days and times for delivery but nothing is coming. Didnt receive any response from him I have to call him or store everyday but nobody will pick up my call and waited for 16days for my order but its just a lie. I ask to refund my money and keep saying they will send it to me waited for days nobody call or text me for my refund waste too many times to keep coming back to their store .

  • Initial Complaint

    Date:09/09/2024

    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.
    I purchased a sectional on 08/22/2024. I paid $1,087 from CHIME account. I never received merchandise made several attempts to get merchandise even offer that I would pick my own sectional up myself. The associate name *** told me he doesn't deliver He would contact delivery department as soon as he hear something he would call me He told me he would call me at the end of the day and tell me what's going on. Made several phone calls again no answer He not taking my calls not even taking my family's calls. The company said Hot buys on advertisement got to the address it said ***'s beds and mattress clearance. He stated that a new owner had taken over the furniture company. He said when I purchased it that I would receive it the first week of September still haven't gotten anything or been told anything that would reassure me that he not taking my money

    Business Response

    Date: 09/12/2024

    Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience youve experienced.

    We understand your frustration and want to assure you that your purchase is important to us. Due to the Labor Day holiday, there was a slight delay in the delivery of your sectional. However, we are pleased to inform you that the item is now in our possession and ready for delivery.

    We attempted to contact you to arrange the delivery but were unable to reach you. Please give us a call at your earliest convenience so we can schedule a delivery time that works best for you.


    We value your business and are committed to ensuring your satisfaction. Thank you for your understanding and patience.

  • Initial Complaint

    Date:04/23/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to Hot Buys H3135383635**32353535H to purchase bedroom H**3132373636353035H. I decided to purchase these items through credit. I gave the associate (****) my information in order to run a credit check. After everything was finalized, I realized he did not run a credit check, instead he applied the purchase to another vendor&#**;s credit card. As of this date I have not received the H**3132373636353035H and do not want it. I have not *** able to get in touch with a manager after reaching out several times. I have visited the store on three occasions with no success in resolving this issue.

    Business Response

    Date: 04/24/2024

    In response to the complaint filed, we would like to clarify that the financing for the furniture was arranged through Synchrony Home, adhering to standard procedures for credit approval and purchase financing. The choice of financing method and its administration are handled by Synchrony Home, and any issues arising from their credit handling are outside of our direct control. We have secured the ordered furniture and have been storing it without additional charge. Additionally, we have attempted to deliver the furniture multiple times, but unfortunately, these attempts have not been successful due to the customers unavailability. 

    Customer Answer

    Date: 05/01/2024

     
    Complaint: 21614986

    I am rejecting this response because:
    The merchant / vendor billed the charges to another one of my store credit cards that I did not give permission to do.


    Sincerely,

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

    Business Response

    Date: 05/06/2024

    We did not submit any transactions to any account. We use the regular process that Syncrony gives us basically doing an application, then submitting the purchase to them. Its not up to us to choose what account it goes to its Synchronys decision. We cannot pick and choose which account to send it to. 

    Customer Answer

    Date: 05/16/2024

     
    Complaint: 21614986

    I am rejecting this response because:
    Information given is inaccurate.
    Sincerely,

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

    Business Response

    Date: 05/16/2024

    The customer doesnt make sense because he called synchrony and they told him that the charge was made on synchrony home which is exactly the way its supposed to be, we think he is just doing all of this to cancel his custom ordered furniture that we cant cancel due to policy and hes trying to get around it.

    Customer Answer

    Date: 05/26/2024

     
    Complaint: 21614986

    I am rejecting this response because:
    This information is inaccurate and untrue. 
    Sincerely,

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

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair 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.
    The business delivered damaged goods to our home and then the assembly team drilled through the under bed drawer when assembling it. The business manager,******, said that he would replace the two drawers but has not and will not speak with us. Every time we call we are told he is not at work and will be in on Friday. Every Friday we are unable to reach him. We want our money refunded for the two drawers or a new pair of drawers as a replacement.

    Business Response

    Date: 01/15/2023

    We Got the new drawers for the customer to pick up.

    Customer Answer

    Date: 01/17/2023

     
    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. We will go to the business to pick up the replacement. 

    Sincerely,

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

Hot Buys Furniture & Mattress is NOT a BBB Accredited Business.

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