Complaints

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

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  Beck's Furniture Showroom

  11840 Folsom Blvd Rncho Cordova, CA 95742-6301

  
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  Beck's Furniture Showroom

  5920 Madison Ave Carmichael, CA 95608-0520

  
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  Beck's Furniture Showroom

  7272 55th St Sacramento, CA 95823-2630

  
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  Beck's Furniture Showroom

  7282 55th St Sacramento, CA 95823-2630

  

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:02/21/2025

  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.

  Purchased electric recliner 5/11/22 and also an extended warranty. In Oct 2024 I called to report my recliner was not working properly. Tech came out with-in 2 days. Diagnosed the problem and ordered part. Received call saying part would take 4 months to come. I called in Dec to check on progress and was told wrong part was ordered and required part was not being manufactured anymore. Then received call that it could be repaired. They took recliner, repaired, and returned. While techs were there I tried recliner didnt work so they took recliner back. Couple of days later brought recliner back worked well. 4-5 days later I was stuck in chair in the reclined position no power. I have mobility limitations and had to call fire **** to extricate me out. Contacted Becks and requested the chair be replaced due to the fear of getting stuck in chair again. They informed me they want to try to repair again because they are not in the business of replacing even though in my extended insurance policy says they will replace if they cant repair. Its the wordage. I have no confidence in their repairs and due to my physical limitations I am apprehensive about accepting a repaired chair. At this moment they are sending a tech out on Friday Feb 21. I still want a replaced chair. I have no confidence in their ethics. i have all receipts and warranty and all services documents. I have notes of all communications. 

  

  Business Response

  Date: 02/23/2025

  Customer purchased Power recliner along an extended 4-year protection plan for any damages.  on May 11th, 2022. It was picked up the same day. 

  Customer called on September 24, 2024, stating the recliner was sagging. Tech was out on 10/02/2024. 

  Per tech, the mech was bent, needed to order new mech. Part was ordered, it was on back order from the Mfg., we received the part on 01/15/2025.

  Piece was picked up for shop repair to have the mech installed. Picked up 01/29/2025, redelivered on 02/06/2025.

  Customer called into our store on 02/15/2025, stating the recliner was stuck in the open position and she was not able to close it, stated she was older lady that she needed someone out there ASAP because she sleeps in the chair, offered her a tech the same day and she refused stated she was unable she was not able to open the door, since she was stuck in the chair and she wasn't able to get up. Let her know she might want to call 911 so they can open the door and get her out the chair. Our store emailed customer service letting them know of the conversation.

  On 02/17/2025, customer called into our customer service department and stated the recliner was not able to close and she had been stuck, CS opened a service and had tech out on 02/21/2025. 

  Tech went out to the home did full inspection, the back power switch was turned off causing the power not to work on the recliner, switch was turned on and recliner was working perfectly fine. Service is complete and final. 

   

• Initial Complaint

  Date:11/19/2024

  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.

  I received great customer service until I gave them my money. I ordered a custom sofa, which arrived with a defect. 1 of the 4 cushions was extremely firm, to the point of uncomfortable. They sent a tech out and he agreed it was uncomfortable and he was confident Becks would help resolve it. They did not. My initial call was not responded to for a few weeks and only after I called them again. They only offer to swap the cushion for a cushion from a floor model, but they dont know if there is a cushion in the color I selected. No replacement with a new cushion, No partial refund, no store credit were offered.

  

  Business Response

  Date: 11/26/2024

  Becks offers a 1-year ***. warranty, we have reached out to them for assistance, and this is what they have advised: 

  Per the manufacturer, foam cushions are designed to have a medium firmness as a standard, and larger cushions may feel firmer due to their size. Over time, all foam cushions will naturally soften by about 10-15% with use, especially with regular wear. This is a normal characteristic of the material and not considered a defect. A defect would occur if the foam did not return to its original shape after weight is removed, which is extremely rare.

  To help soften the cushion more quickly, the manufacturer recommends regularly flipping and rotating the cushions as it is important for maintenance and consistent wear.

   

• Initial Complaint

  Date:07/17/2024

  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.

  Purchased a sectional the armless chair part of the sectional broke and the cushion has failed. Bex is only offering to repair the mechanical parts to the armless chair, not the breakdown of the cushion. Ive had the furniture for two months and the cushion has broken down where you can fill the bar in your back.

  

  Business Response

  Date: 07/18/2024

  The customer purchased a ******* sectional on March 24,2024. They received delivery on March 29, 2024.
  

  The customer called in on June 6, 2024, to ****************** ***************** stating the armless recliner was not working properly, the switch wasnt working, and the piece felt like it was sinking. **************** representative let the customer know that our first step was to have a tech out to the home to see exactly what was going on, if the tech was able to fix it in the home he would, if not we would get the tech report back and follow up with them.  The customer okayed a tech to go out on June 06, 2024.

  
  Per the tech repair, he inspected the entire sectional,customer pointed that all the seats were getting flat, per the tech foam is softening from use, determined normal wear and tear. Tech inspected the Armless recliner and found the mech to be bent, causing the sinking on the seat, also the switch was not working. Tech advised us to order a new mech and switch.
  

  Becks Furniture offers a 1-year MFG warranty for any defect, MFG calls for repair over replace. We have the mech and the switch available, and the customer is refusing repairs. 

  Customer Answer

  Date: 07/20/2024

  I am rejecting this response because: the only flat cushion after 1.5 months of use is the armless chair. I was pointing out to the technician that all of the other cushions were still firm and sat up higher. There are three parts to my complaint with this company (1) the recliner mechanism on the armless chair part of the sectional broke and did not work after 1.5 months of use;(2) the cushion on the armless chair was so flattened that you can feel the bar on your back when sitting in the chair; and (3) the armless chair fell back even without the reclining mechanism being pushed. I was asking for a replacement armless chair and the company refused to consider that option. I did not want the mechanism replaced without the company repairing the cushions. The significant breakdown or flattening of the cushions after 1.5 months of use is not acceptable and should be addressed; it should not be considered normal wear and tear since the armless chair had be used minimally. The company should not be able to claim normal wear and tear to cover up lack of quality and craftsmanship of their furniture. The company must be accountable for the cushions too.
  

  

  Business Response

  Date: 07/24/2024

  ****** Furniture is not refusing to take care of the customer, MFG warranty calls for repair over replace, customer is not letting us work on the piece, we have the parts needed to take care of the piece. 

  Customer has refused service. 

  Customer Answer

  Date: 07/25/2024

  I am rejecting this response because: the company has dragged out the communication and responsiveness to getting this matter resolved. After waiting through long gaps of communication, I then desired to explore all other options to get what I paid or bargained for in my purchase. I bought a new sectional sofa. Within 2 months of use by a senior citizen and a young adult the armless recliner stopped working and the cushion has failed. The cushion has broken down so badly that you can feel the bar in your back and when you sit down. Im asking that the company not only fix the broken motor but also fix the broken cushions. The company is refusing to fix the broken cushion. I have not refused service I have asked for ALL of the broken parts to the airless chair be repaired or replaced. This matter has been open since May 2024 and at that time I had a more flexible work schedule. Now, I have a new work schedule that is not as flexible. I have limited availability to meet the times of the ONE technician available for repairs. 
  Becks has been a nightmare to work with to get this matter resolved not only am I only getting a partial repair but  the company is not flexible enough to do this halfway repair with my challenging working schedule. They are not making me whole for the damage incurred by their faulty product but they also want me to loose work time to get the repairs. Becks doesnt provide what they promised at the level in which they promise. 

  

  Business Response

  Date: 07/25/2024

  Customer has the tech appointment set for tomorrow 7/26, tech will take care of the *** defects. 

  Customer Answer

  Date: 07/26/2024

  I am rejecting this response because:

  The technician did not show up as scheduled during the 11:00am PDT - 3:00pm PDT. I reached out to Becks customer service department, but they close at 6 PM central time; which is after the scheduled window time. This has been another example , after example of the ineffectiveness and the incompetence of this company. When I reached someone in the Becks  actual store located in **********, they tried to imply that the technician might have come and did not ring the doorbell hard enough; I have a Ring video doorbell that shows no video activity during the scheduled time. I had to schedule myself off from work to meet the demand of the technicians scheduled window. What must I do to get this matter resolved? I have a broken armless chair that I reported at the beginning of May 2024. We are now at the end of July 2024 with no resolution.

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  Manufacturers defect in soda purchased beginning of April. Unable to get a call back or answers on when I will have a cushion replacement. I even filed a claim. No resolution. Claim # SO; 0406402OUPM

  

  Business Response

  Date: 05/24/2024

  I am not sure who the customer has a claim with, but its not with Becks furniture customer service, also we attempted to call the number on file and no answer, we left a message. 

   

   

  Customer Answer

  Date: 05/28/2024

  I am rejecting this response because:

  please see the below communication between Becks and myself,  my email to them was on 5/4/2024 and their reply back was on 5/6/2024.  I still do not have a new sofa cushion

   

  Re: SO; 0406402OUPM CUST; **********
  
  
  Hey *****,
  
  Weve been trying to reach you to let you know that weve ordered a seat cover for the right side facing seat. We will give you a call when we receive this to have our technician out to help with installation. If you have any further questions please reach out to ************** opt. 3 (customer service).
  
  Thank you
  ****************** Claims
  
  
  Furniture *************** INC
  Becks Claims Dept
  Email :******************************************************************
  <image003.png>
  Phone: ************ option 3
  
  
  
  
  
  
  
  
  
  
  Hello, 
  
  I am following up on this.  *************************** was out on 4/24/2024.  He was to order a new cover and bring it back out.  Is there an estimated delivery date?
  
  Thanks,
  
  ***********************;
  
  

  
  

  

  Business Response

  Date: 05/29/2024

  parts are on order, ETA for this MFG is normally 6-8 weeks. 

  unfortunately sometimes MFG have delays that's out of our control, customer will be getting a new cushions as soon as we receive it  

• Initial Complaint

  Date:04/02/2024

  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 brand new couch end of April 2023, paid $2,196.64 at Becks furniture and it was delivered May 11,2023. By January 2024, we called Becks to let them know all 3 recliners stop working. Technician came out to look at it and stated mechanism was defective and they needed to take couch to repair, which they kept for two weeks. During that time, they notified us that the manufacturer had gone out of business and they now had to purchase after market parts to ************ it was returned, about a week later; 2 out of 3 mechanisms were still defective and not working properly. We called again to ask for a reselection because at this point we dont want this situation to keep happening and we were told they reserve the right to repair it if they can. They told us theyd send a tech out during times wed be home and unfortunately that wasnt the case. They showed up hours before the time frame they said theyd come and nobody was home. Due to that happening I had to call and ask them to come during a time wed be home like they said and the employee on the phone stated 4pm was a time they could work with. Today April 2,2024 a tech showed up at 10am and nobody was home. My husband called the customer service line very frustrated and asked to speak to their boss because this has been an ongoing hassle with them and was told the boss was not able to talk so hed call us back. When he called he was EXTREMELY rude and VERY dismissive on this situation. He told us they are not going to work with our schedule and that wed have to take time off our jobs and work with their schedule as well as that they will be taking our couch again and all hes willing to do is maybe put a rush on it coming back. Being we are unable to take time off of work currently the boss told my husband they are not willing to work with us and we are at a stand still with this situation. We spent a lot of money on this couch and are not asking for a refund. All wed like is an exchange for something else.

  

  Business Response

  Date: 04/03/2024

  Customer *********************
  Purchase Date: 05/07/20023
  Picked up: 05/11/2023.
  
  1st Service call: 01/25/2024
  The customer called and stated the *** recliner was catching on something when reclined.
  Becks send tech out to the home on 02/10/2024, per the tech report, 3 of the recliners (***, RAF and power armless recliner), pieces were brought in for shop repair to replace all the mechanisms.
  Pieces were picked up for shop repair on 02/17/2024, all pieces were worked on and replaced with new mechanisms 02/28/2024.  Service was complete and finalized.
  Customer called back in on 03/22/2024, Stating ******* piece was sitting lower than the other pieces, and pieces were working intermittently, we scheduled a tech for 03/27/2024.
  The customer was called by our automated service caller on 03/26/2024 at 1:19pm, with the 4-hour window of 8:45am-12:45pm, with the status of answered, no response.
  Tech gave a 15-minute call ahead, the day of service,03/27/2024, customer called and stated they would not be home until after 4pm. **************** let the customer know the tech appointment would have to be rescheduled.
  The appointment was rescheduled to 04/02/2024.
  The customer was called by our automated service caller on 03/30/2024 at 9:11am, with a 4-hour time frame window of 8:45am-12:45pm, with the status of answered, no response.
  On the back of or sales invoice it does state:
  Should you encounter any issues, Our Manufactures warranty primarily focuses on repairs over replacements.
  Yes, this MFG is out of business but is still honoring the 1-year manufacturers warranty.
  We are more than happy to service the pieces, unfortunately we are not able to service pieces after 4pm. If a customer needs a weekend, we do have appointments available on Saturdays.

  We can do a full inspection of what may be causing the mechanisms to fail, one cause may be pets which customer does have in the home, as seen on the pictures with all the pet hair underneath the seats.  
  
  *When setting up a tech appointment, we let customers know its a 4-hour time frame window, and they will be called the day before, we are not able to accommodate any specific hours.
  ere...

  Customer Answer

  Date: 04/03/2024

  I am rejecting this response because:

  On 3/27/24 we were given a time frame that we were not able to keep. When my husband spoke to customer service he was told they could possibly accommodate a later arrival that same day, however he would need to call us back. We received a call later that day and we were told there werent any later appts however, they would be out to our home on 4/2/24 @4pm. On 3/30/24 my husband received an automated message as well as a text message in an attempt to confirm our appt. We did not confirm it because the time frame given wasnt the time frame they discussed during the phone call. Although this appt was not confirmed, a technician was dispatched to our home. On 4/2/24 my husband called customer service again and spoke with a manager, the manager let him know there was nothing they could do to accommodate a later schedule, even though we had been told differently. Theres no record of the time frame previously given, and Becks isnt willing to accommodate it in any way.  They had our couch for 11 days in an attempt to repair it only to bring it back un repaired. 
  While I understand they attempted to fix it, this was a huge inconvenience which could have been overlooked if the couch was actually repaired, but it wasnt. The same piece is broken again, we have requested a re selection as we are concerned this is going to keep happening, Becks has denied our request. 
  Also, when we purchased our couch we also purchased a 4 year furniture care plan with PET coverage because yes, we do have pets.

  

  Business Response

  Date: 04/11/2024

  Correct, customer purchased a 4 year protection plan for accidental damages. This service is still under ******* warranty. 

  We are more than willing to service the pieces, we just don't have appointments available after 4pm. Our tech is out Tuesday-Saturday from 9am-2pm.

• Initial Complaint

  Date:02/14/2024

  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 leather look couch in June 9, 2023 and have had problems with it. The company is/was willing to fix under warranty (they are taking a very long time to address these issues) the other they are not, which is loose fabric. They state is is normal wear. We don't sit on it too often and it has puckering and wrinkles all over it, even in places we don't sit. It is a leather-look couch and it looks terrible.

  

  Business Response

  Date: 02/27/2024

  Customer: *******************************

  Purchased: 06/06/2023, Delivered: 06/09/2023

  Service was open: 02/09/2023

  -Customer called and in, and send in pictures there was discoloration to a piece, and that the pieces were wearing out. 

  -Our customer service department decided to order new covers for the customer as a courtesy, as the wrinkles on leather is normal, leather stretches and wears within time. Those stains reported were caused by a chemical or something that was used to clean the piece. Discoloration of leather does not happen the way its being shown. 

  Parts are on order, normally it takes about 2-4 weeks for parts to arrive, parts were ordered on 02/16/2024.

  Customer does not agree with the way *************, but this is normal wear and tear, we did however order a cover as a courtesy for where the stains are. 

   

  Customer Answer

  Date: 02/28/2024

  I am rejecting this response because: ************ were used on the couch to clean it. I haven't cleaned it. They just appeared where I rest my arm and started in a very small point where my back rests. 

  I have had several leather items that never puckered like this. In fact my car is 9 years old with leather and doesn't have loose fabric. 

  We have only had this couch for 8  months and don't sit on it that often, a few times a week at most. It is loose and puckering all over it, including the top and arms rests where no one sits. This is not normal. 

  We just have learned a hard ****** to not purchase anything from this company. This is our second purchase within the last two and a half years. No more. 

   

   

  
  

  

  Business Response

  Date: 03/05/2024

  The wrinkles are normal wear, we order parts for the damaged section. 

  Parts should be arriving soon, we will have a tech to install. 

  MFG warranty calls for repair over replace. 

• Initial Complaint

  Date:04/20/2023

  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.

  I purchased a Cal ************** from Becks and it isnt the same as what I saw or felt at the Showroom.I tried several times to make arrangements and was given the run around.Secondly ****** at the main office said he would accept a return/store credit so that I could get what I wanted.Then that wasnt honored.I was told to wait 90 days, then told contact Diamond mattress, who said its on Becks since thats who I purchased it from. The point of a Showroom is to be able to see what I want and I was deceived by the store having me sit on a mattress that isnt what was delivered to me!I have already showed copies of the manufacturing labels that do NOT match!

  

  Business Response

  Date: 04/28/2023

  Customer purchased a Cal ***************** on 02/20/2023 and it was delivered on 02/25/2023.
  Customer reached out to ****************** **************** on 03/20/2023,Stating that the mattress she had purchased wasn't comfortable and had a different feel from, the one they felt in the showroom.
  Customer was asked to send pictures to verify what mattress she received; those pictures were sent in on 03/23/2023. After reviewing the picture, the customer was informed she had the correct mattress.
  Customer stated she took a picture of the law tag that was on display, and that it was clearly made from different material, which was deceiving on Becks Furniture, which she didnt take a picture of the actual model of the mattress which is the same as the one she received in her home.

  
  Our mattress in the showroom is displayed as a *******************, customer received a Cal King which is bigger customer is looking at the law tag where it says ALL NEW MATERIAL CONSISTING OF
  Cal ***************************** Foam Pad
  27% Rayon Fiber-Batting
  26% Polyester Fiber
  Compared to a ****** ******* in size
  76% Polyurethane Foam Pad
  9% Rayon Fiber-Batting
  15% Polyester Fiber

  
  A Cal ***************** is bigger than a Queen which would require more materials which is what the customer is looking at, but both mattresses are made of the same materials.
  Becks furniture explained this to the customer, and she was not having it she demanded we exchange the mattress because we were falsely advertising a mattress.
  Becks furniture does that have a mattress comfort guarantee program for this selected mattress, we explained to the customer if she felt that her mattress was defective, she would have to reach out the *** Diamond Mattress,as they take care of their own claims for defectives mattresses.
  The customer has what she looked at in our **********************, just in a Cal King size. Becks Furniture would not be taking the mattress thats in the customers home as she has the correct one in her home, we do not offer a return on mattresses nor foundations. 

  Customer Answer

  Date: 04/28/2023

  I am rejecting this response because:

  I contacted Diamond mattresses and as I suspected, its NOT on them!

  I purchased through Becks and they did not give me what I sat on. Why have a showroom if youre not giving the ***** to your customers?

  You cant expect me to accept because the mattress is bigger, the material is different? Especially when you never told me or have manufacture material is different. Therefore that is deceiving your customer!

  Lastly if you didnt feel negligence in your part then why was there a verbal agreement made by ****** at **************** to return and have a credit?

  A pattern of lies, because the next day I called to discover Becks did not honor there word!

  Bottom line I did not get what I felt in the showroom.

  Materials make a difference, and so does Customer Service!.

  We can resolve through BBB amicably or take the long route.

  I will get the exact mattress comfort I expected and it is False Advertisement to knowingly sell a customer something different.

  I was the CUSTOMER who had to investigate the materials Becks had no right to sell me a Cal King ******** that did not feel like the one in showroom, regardless of size! 

  . 

  
  

  

  Business Response

  Date: 05/02/2023

  The materials are literally the same on both the mattress in the home and in our showroom. 

  I have provided pictures, 

  One of the pictures with them with the long nails is the one the customer took; the black circle is the model of the mattress, and the red circle is the materials. 

  Second picture is a screen print of the sale of the customer with the model customer purchase. 

  Third picture is picture of the law tag of the mattress in our showroom; the black circle is the model and red is the materials. 

  Which again it's the same materials just different volume.

  Last picture is a screen print of our queen ******************************************

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because once again Becks/ the individual corresponding for the complaint is falsifying the facts!

  If  I were to bring  my mattress and place it next to the showroom model again, you would see they're not "identical" and materials are not the same.

  I have two statements from Becks employees who already confirmed the mattresses are made differently, of course that's after I had to investigate.

  So please dont use anymore tactics to deceit me. Clearly taking accountability and making sure the customer is satisfied is evidently unimportant on Becks behalf.

  Submitting a tag and circling paper work doesnt prove anything, they're just copies of sku numbers etc. that I already gathered along with exhibits to my case.

  The point is unless you want to bring the mattress to court and compare with the mattress you scammed me into thinking I purchased we can have a judge decide and all the evidence I have will surely seal my case!  Just sitting on the two mattresses is self evident.

  I want and will have the mattress I felt at the showroom or my money back. I will also request with the courts fee's for the stress and body aches and pain in result of your inconsideration that has made me sleep on a couch for over two months.

  I have statements and documents of several so called reasons, excuses and each  employee had the nerves to provide different answers, another words just one lie after another.

  If I do not receive a response via email or by phone to give me another mattress or refund my money then we can take matters to small clams court.

  Still trying to figure out why ****** at Becks cooperate office was willing to credit mattress or exchange but then when I was coming to the Showroom I had been informed the agreement was taken back, that's messy business!

  All of the sudden ****** couldnt even return my calls????

   

   

   

   

   

  
  

  

  Business Response

  Date: 05/06/2023

  We have verified multiple times that it's the correct mattress. The only difference from our showroom model is the size. 

  Becks Furniture has a no return policy on Bedding, at this point it's a comfort issue. 

  if the customer feels that the mattress is defective, they would reach out to Diamond mattress to start a claim. 

• Initial Complaint

  Date:04/05/2023

  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.

  I purchased a sofa and love seat January 2023 and after about 3-4 months the cushions of the couches started to go flat and anyone who sits on them sinks making them very uncomfortable. I reached out to the store who responded to me stating that the manufacture says this is normal wear and tear. 4 months of use with 2 adults that work over 40 hours a week and an 18-month-old baby do not cause flat cushions on new couches. We have a babysitter who come 7 hours a day 5 days a week and she too could not cause the flat cushions. My request was to return the couches and get a store credit to select something else. After being treated rudely by their leadership and the President who informed me that there is nothing wrong with the couches after looking at the pictures, I sent to them. They are selling garbage and there are several reviews on YELP stating the same thing. A technician is set to come out 04/06/23 to see if the frame is broken, the frame is not broken the cushions are garbage and I do not want replacement cushions only to have the same thing happen in a few months. I would like a refund or a store credit. I do not have thousands of dollars to spend on new couches every 4 months. This is unacceptable and this business should not be selling anything at all.

  

  Business Response

  Date: 04/08/2023

  Customer received delivery of a Sofa and Loveseat on 01/06/2023.

  Customer reached out to ****** ********************** customer service on 03/31/2023, wanting a reselection due to her cushions being flat. 

  ****** Furniture has a 1-year MFG warranty for any MFG defects, we offered a technician to come out to the home to do a full inspection to verify any defects.

   We explained that we don't have a return policy, our first step is to have a tech out to the home to do a full inspection and verify its defective, customer didn't like our answer they wanted a call from different managers, not getting the ok to return she got a hold of the owner, the owner explained we had a no return policy but that if the tech found any defect we would take care of the issue.

  Technician was out on 04/06/2023 and found no defect, cushions are normal wear and tear. 

  Cushions are foam, all foam softens with time, there's no shifting nor collapsing of the foam.

  Attached are pictures that the tech took in the **************** and loveseat. 

  Customer Answer

  Date: 04/10/2023

  I am rejecting this response because:the technician who came

  to inspect the couches informed my mother in law that there were flat.  If you sit on the couches you sink.  There are several

  complaints and reviews about the same issues with service and the quality of their products.  See Yelp and *******  2 thousand dollar couches should not sink or go flat in 4 months.  This is unacceptable and wrong for the consumer to be sold defective furniture especially when so much money is spent.  We are not even home enough to sit in them to wear them out.  This business is wrong, and dishonest.  I am not alone in my experience.  I asked to return  the couches for a store credit because they are such bad quality. I have owned couches before and this has not ever happened in such a short time. 

   

  
  

  

  Business Response

  Date: 04/13/2023

  In the tech report, he did mention its normal wear and tear. We can order new replacement cores for the customer as a courtesy, but we would not be able to take it back as there is no defect, and we have a no return policy, stated on invoice that's signed at time of purchase. 

  Customer can either take the new cores or keep as is. 

  Customer Answer

  Date: 04/20/2023

  I am rejecting this response because:  If new cushions are provided the same issues with them going flat within 3-4 months.  These couches are poor quality and therefore they need to be returned.  If I replace the cushions, I will be calling Becks again and I will file another complaint only to be ignored.  ********** should be allowed to sell couches that do not last more than 6 months.  The yelp, and ****** reviews only validate my complaint and that I am not alone.  I have also verified without furniture vendors that Becks has a horrible reputation and does not take care of their customers.  

   

   

  
  

• Initial Complaint

  Date:03/20/2023

  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.

  I purchased furniture insurance. on one of my bed in caps that have the electrical plug. Stop working. I called ****** Furniture main headquarters in ********************* and I talk to the main manager. I made a complaint. She said she will take care of it. So far nothing hasnt been done. Ive been dealing with this for months now. I told her the only thing I want is what I paid for insurance. The reason why I want my money back for the furniture insurance is why I have insurance that you cannot even get one thing fixed on something that broke electronically. What is so sad about this is basically about $30 to fix.

  

  Business Response

  Date: 03/21/2023

  The number, address and name doesn't match any of our records. 

   

  Could it be under a different name, number or address?

   

  Customer Answer

  Date: 03/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  **************************** 
  ***********

  17780 *************** C8

  ********* **

  
  

• Initial Complaint

  Date:02/25/2023

  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.

  We ordered a couch that we were told was in perfect condition. Immediately upon arrival we called them to tell them that we noticed it was damaged. Both of the 2 mechanisms were broken, there was a stain on the couch, and a seam was torn. All of which we have videos and pictures of. After a lot of back and forth with customer service, it wasnt until we told them that we will have the BBB handle this that we got a serious call back. We were told by ***, and ****** with customer service that we could either have the couch fixed or have the full refund of the warranty and couch back on our card after the couch was taken back to the store room. But between the store and customer service there was a miscommunication. Even though we have been having this same conversation for weeks now. The store is now saying they will only be giving us store credit and also deducting $150 from the $2,017 we paid. We explicitly told customer service that we do not want to work with their company after how sketchy they have been, and they are still trying to act like they never said it would be a refund to the card. Both my husband and I were told in separate conversations that only $150 will be credited to the store but the rest will be on our card. But now the store is claiming that the only step forward is to receive another couch from their store. This is been a nightmare working with the customer service and store. They have been continuously making promises that they have failed to keep and we no longer want to deal with their lies. They act as if they dont communicate with their customer service, despite the fact that they have ended calls with me to speak to the store on this issue. We begrudgingly agreed to give them $150 as that store credit despite the fact that the product they sent us was damaged. Our only resolution to this would be that we would get the full refund and that they would get their product back in the condition that we received it.

  

  Business Response

  Date: 02/28/2023

  01/21/2023- Customer came in and purchased a floor sample sofa, sold as is. Along with a protection plan for any accidental damages. 

  Reclining sofa $1499.95 

  Protection plan $225.00

  Delivery Charge $130.00

  Tax: $162.31

  Total Sale:  $2017.26

   

  02/27/2023- Customer received delivery. 

   

  01/31/2023- Customer called in for sofa issue, service was open. 

  tech was scheduled for 02/03, customer ended up rescheduling to 02/11.

   

  Per tech report: There was a stain on sofa, thread was loose, and mechs were having issues. Tech cleaned the stain, stitched the seam. 

  we needed 2 mechs which we have in stock, we called customer on 02/14 to have a tech go out and install new mechs on sofa, customer refused and said she no longer wanted the piece. 

   

  Beck's furniture has a no return policy, and has a sold as is policy, customer purchased a floor sample model. Piece does not have a year MFG warranty, but because it was so recent, we are taking care of the piece. 

  Our return policy is stated on sales receipt, which is signed by the customer at point of sale.

   

  Customer refused the new mechs, at that point ****** Furniture decided to allow the customer to reselect to something new, we credited the piece of the sofa and the protection plan, the only thing not credited was the delivery charge, due to we do not charge for pick up nor delivery of the new piece they reselect to. 

  Customer has a credit in the system for $1875.88. 

   

  customer has 2 options, either customer can take the parts or reselect to something else. 

   

   

   

   

  Customer Answer

  Date: 02/28/2023

  I am rejecting this response because:I am rejecting this response because:I am rejecting this response because: all we are asking is that the company follow through with the promises that their customer Service  reps  made to us. If they were willing to pull the call logs and the notes that their customer service is supposed to be taking, they would clearly be able to see that they made those promises. We did not know that we were purchasing a used, damaged product, because it was not in the store that we ordered it from, it was sent by their other location. We were also told that the couch would be inspected before it was sent to us. Had we been told the truth we would have never agreed to purchase it to begin with. But we were told by two separate sales reps that the couch was in perfect condition. We did not agree to a stained, broken seemed, and damaged mechanisms couch. On top of that, we were not aware that the mechanism was broken until it was brought to our attention by customer service.The only report that we put in was about the stain. We never mentioned the mechanism until it was mentioned to us. This indicated to us that the store knew they were selling, and sending us a damaged product. After receiving that information we inspected the product closer and realized that it was not just the one, It was both of them. We had to bring up Better Business Bureau with them multiple times for them to even agree to a solution which would be to receive a refund after receiving the couch. The store then decided it would only be an exchange. As we stated to customer service multiple times we prefered to handle this through the company and now through Better Business Bureau without having to do a dispute or bringing in a third-party. But as this company is refusing to hold to their promises, We understand that we must take other routes to deal with this issue.
  

  

  Business Response

  Date: 03/14/2023

  We are going to refund the item, piece is getting picked up on 03/17

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.