Complaints

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:03/27/2024

  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 purchased a couch and chair from Reeds Furniture in Agoura on December 2, 2023. The total cost of the couch and chair was $5,066.57.Unfortunately, upon delivery, I noticed several defects in the furniture that significantly impact its functionality and appearance. Both the couch and chair appeared used, *******, and exhibited wrinkles that were not present in the store's display model. I immediately knew the couch and chair were defective and notified the store right away. I wanted to return the couch and chair despite numerous attempts they have refused to accept the return of the couches.On Thursday, January 4, the technician Beto and Kian (customer service representative) came out to my home to stuff the couches. Despite one attempt to correct the situation, the wrinkles persisted, and the furniture's condition did not improve. (picture attached)I have tried to resolve the matter with the seller directly. I requested for **** (customer service representative) to make arrangements to pick up and return the couch and chair due to its poor quality and craftsmanship as this is absolutely not the purchase that I entered into an agreement with.After several texts and emails contacting the store, I received a response from the sales representative, ****, stating that the manufacturer considered the observed "comfort wrinkling" as within their standards and not a defect, thus refusing to acknowledge the product's unsatisfactory condition as a basis for a return. "Comfort wrinkling should not happen on the day of delivery.Reeds Furniture misrepresented their products: the couch varies significantly from the advertised product I purchased and arrived as a completely different item from what I ordered. There are photos of the items appearance and state after delivery along with documentation of many attempts that I made to rectify the issue with the merchant that were ignored.

  Business Response

  Date: 03/29/2024

  The furniture that ****************** purchased has been inspected and is within the standards of our industry. The cushions require upkeep consistent with their use. Additionally, the cushions do have comfort wrinkles that are common, seen on our display models and evident after sitting on the sofa and or chair.  

• Initial Complaint

  Date:07/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a********** sectional couch from Reeds Furniture on June 14, 2020. The total cost of the sectional was $2,957.96. Reeds Furniture claims to provide a warranty and to support the manufacturer's warranty. On April 20th, 2022 my wife went to the dealership (Reeds Furniture) to notify them that the cushions were becoming misshapen and that the couch frame was starting to creak. We were directed to reach out to the dealer by the manufacturer, England, so that the dealer could provide direction on the warranty process. Reeds Furniture has been slow to respond, or completely ignores our correspondence. After 2 weeks of trying to contact them, employee*************** let us know that they would be sending a technician to inspect the couch. The technician noted the misshapen cushions and the creaking frame, but the response from ******* Reeds is that there is no longer a labor warranty. We have spoken with********* who has confirmed that parts are still under a separate warranty, to which ********* Reeds has ignored. Order number is *******

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 8, 2022/07/22) */ REEDS Furniture sent a tech to inspect the furniture. It was their professional opinion that the frame of the piece was not compromised. Additionally, it was his opinion that the seat cores were not being periodically flipped and maintained during normal use. The Towne's contacted ******* and was able to have them send us new cores. After 1 year the manufactures warrantee covers some parts at no charge but not the labor. At the time the Towne's contacted us they were outside of the 1-year labor warrantee. At this point the customer is aware that the new cores are avalable for them to come pick up.