Complaints

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

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  US Furniture

  519 Boston Post Rd Orange, CT 06477-3574

• 

  US Furniture

  4545 Main St Bridgeport, CT 06606-1818

• 

  US Furniture

  432 Buckland Hills Dr Manchester, CT 06042-8932

• 

  US Furniture

  3310 Berlin Tpke Newington, CT 06111-5158

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:03/13/2025

  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 purchased a sofa ($1,542.05) from US Furniture on 10/12/24 and have faced an ongoing issue with the cushions sliding out, making it both uncomfortable and dangerous. I first reported the issue to Ronny, and a technician confirmed the defect, assuring me that replacement cushions would be sent. However, I never received them. I later followed up with Mark at the ********* branch and was informed that US Furniture contacted ****** *********, and they declined the sofa was defective. This defect poses a serious safety risk—recently, a one-year-old child fell and hit her head due to the sliding cushions. I also have a six-year-old, and I fear he may get hurt. Despite these concerns, I was told that "nothing can be done."

• Initial Complaint

  Date:02/12/2025

  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.

  Bought furniture, I was told 2 to 3 weeks. I called at the 3 week. Was told it's coming from ****** . So I did gave another 2 weeks. I called you again feb 4, the salesman said, the couch you ordered they don't make it anymore. Come Friday and pick a new one. I went didn't find anything. Apparently management will be there Monday... They weren't there Monday!! I called again Tuesday and was told .... I don't care what the salesman told you I cant give you no money back but partial. 30% ! I been begging and asking now they saying for me to wait till mid to the end of March?!??!!! I just want my money back. Please I need to get this done and fix.

• Initial Complaint

  Date:12/23/2024

  Type:Delivery 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.

  Friday December 13th my husband and I purchased a sofa from us furniture. We were told we would receive delivery by Friday 12/27. When we arrived home we saw on the receipt invoice that there is a disclaimer regarding Covid that states deliveries may be delayed. All sales are final. We did not know this prior to our purchase. Now we are told the couch is delayed. I’ve found multiple other complaints of the same online for the same company. I spoke with someone named Joseph on Saturday who gave me the run around, he was supposed to call me today. No call. I have been clear that I want to cancel my order and I am being told no I cannot. I do not trust the legitimacy of this company after reading multiple reviews. I am concerned the couch will come damaged, etc as in other cases and I will be stuck with a couch I do not want. …if the couch comes at all. I just want my money back but can’t even get these people on the phone.

• Initial Complaint

  Date:11/25/2024

  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.

  On June 13, 2024 My husband purchased a table and chair set from US Furniture. When the item arrived it was missing pieces. I contacted the company about the issue they told me they would send the missing piece. I waited and waited for this missing for 6 months. In between the time I asked if I can get my money back we no longer want the table set it’s taking to long for missing pieces. On 11/23/24 a technician came to fix the chairs but didn’t have the right pieces. No one called me to explain what’s going on about these missing pieces. I just want my money back at this point. This company customer service is horrible. Please help me!

• Initial Complaint

  Date:11/08/2024

  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.

  Hi, my name is ******** , I purchase a living room set at US furniture at *** ******** ***** *** ********** ** ***** on August 29, 2024. I was a floor model the price was $3400 but it was sold at $2500. I received the merchandise but I notice both handrest are damaged the delivery guys did call and notified their boss. A technician was sent to my house , my husband was home that day he actually left work early because of that. Supposedly it was unrepairable and parts needed to be ordered. I called may time to find out where the parts where, go no where. I called again 11/06/24 and spoke with the sales rep *Moe* he was not able to confirm if the part was ordered or not this is after over a month. He told me he could give me a refund of $300 . I told him I don't want a refund I want to know if the part was order or not, he didn't even give me the department who supposedly took care of the order. The technician actually damaged more my couch because my husband said he try to fix it (putting heat to the couch) and notice it was not able to be fix. All I want is my couch to be fix. If not i just want to be able to return my couch and get another one please. Thank you, ******** *******

  Customer Answer

  Date: 12/12/2024

  Good morning , 

  please review conversation attached with Joseph ( sales rep from US Furniture). He called me after BBB contacted me. He wanted to know why I called the BBB, he insisted on my canceling my complaint with you guys. 

   

  I just would like this to be resolve. 

  Thanks !

  ********

• Initial Complaint

  Date:10/17/2024

  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.

  On October 13, 2024 we paid $4,148.68 to US Furniture for a bedroom set and sofa. We were attended by a salesman named Joseph. Before purchasing the furniture we stated to Joseph that we would have to first go home and make sure that the furniture could fit in the desired locations. He said that if we come back the following day that the Columbus day sale would be over and would have to pay full price for the furniture. So he insisted that we either put a deposit down to hold the sale or just make the complete purchase. He assured my wife and I several times that if we cannot fit the furniture that we can just call him and cancel the order. He even stated that we can cancel the order within 48 hours of the delivery date just to give us peace of mind. He told us that the delivery date would be 2-3 weeks from the day of purchase. Which is also documented on the receipt. Upon going back home and taking precise measurements of the spaces we called the salesman and asked him to give us the precise measurements of the furniture we purchased and while we had him on the phone we realized the furniture was too big to fit in the spaces we planned on utilizing. We told him that it was not going to be able to fit and asked him to cancel the order so that we can go back down there and pick out furniture that will be able to fit. He then told us that he was in the process of closing and that he'd call us back early in the morning when he opened the store. The following day my wife and I waited until 3 pm for Joseph to call us and never received a phone call. I then proceeded to call the store so I can confirm the cancellation and the phone was never answered. We then called a total of 9 times on Tuesday throughout the morning and once again my phone number was being disregarded. I used a different phone number to call and the receptionist answered. I told her I was calling to cancel and she told me that the order can't be cancelled because it's being processed.

• Initial Complaint

  Date:08/21/2024

  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.

  On 8-19-24 I purchased a bedroom set at US Furniture in ******* ** from Bakir, a salesman there for $4,100.00. I called the next morning to cancel the order but they refused to cancel it and refund my credit card for the full amount of $4,100.00. The manager said they'd charge us 40% of the price if we canceled it since it was a non cancellable order. I have contacted the ******** *********** ******, my attorney and the ******** ********* ****** ** *** ***** ** **. I know in ** a consumer has 3 days to cancel an order.

  Customer Answer

  Date: 09/02/2024

  My husband has spoken to the manager and is trying to settle the disagreement for a charge of $600.00 to cancel this order. We are planning on following up with him this week since we were away on a planned trip for 10 days. He said he had to check with his partner to see if this amount was acceptable to him before he would cancel the order.

• Initial Complaint

  Date:05/22/2024

  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.

  This store offered me a free 5 year warranty on my merchandise a mirror was stood e to come with my dresser for the price I paid and I’m being forced to purchase another item I previously ordered but changed my mind so decided I wanted the order I got instead was disrespected lied to denied delivery upon my request although. My order was paid in full manager denied to give me contact info for business owner and I received a broken dresser they do t believe me and refuse to exchange it for me also canceled the mirror that was included in this order with the woman’s dresser and the 5 year warranty I was told would all be included in the price I was given they went behind my back and canceled the mirror that was originally in the order and now want me to pay more money for it on top of that employee tried to blackmail me and tell me if I didn’t give them $700 for the previous order which is the picture I’m attaching they would not deliver my current order although it was paid in full they refuse to give me my money back as well please help

  Customer Answer

  Date: 05/22/2024

  I have contacted the furniture store about replacing my dressers here are some photos last night I discovered that both pieces are damaged. The secretary is stating there’s no way these dressers came like this the sales rep is stating the manufacturer stated that a replacement can’t be sent to me that a technician will be sent out to fix this item and I said I don’t want them to fix anything I want a replacement for both dressers and I’m being denied the right as a customer this is so sad that a business treats customers this way I’m so upset and disappointed 

• Initial Complaint

  Date:04/09/2024

  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.

  On February 27, 2024 my mother went with her sister to us furniture Store in ****** **. She purchase a mattress and coffee table for a total of 1,646.30. The next day I brung my mom back to the store to get a refund and explain to the store owner that my mother is on a fixed income and can not afford the items. I was told she can not get a refund. I explain to the owner that my mom and her sister are two elderly non speaking English women that was taken advantage of. The owner uses ********* **** for finance , so the store owner opened a credit account for mom with this bank. To make matters worse the bank is billing my mother for furniture mom has that even recieve.

• Initial Complaint

  Date:04/08/2024

  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 removed a seat cover from one of the 3 parts of the sectional and found rodent droppings along with urine stains, chewed up tags from the furniture, and chewed up faux leaves. (Which let me know it happened in store and not at the warehouse). I wrote them an email with pictures and video as soon as I discovered it, I haven't heard back from them yet. I went into the store, and the woman that works there told me what I already knew, which is we bought a floor model which is sold as is. However, it is at the businesses discretion whether they decide to refund your money and take back the item or any other solution to this very disgusting and serious issue. I came into their business with my husband, 3 daughters and 2 year old son. Now I could possibly have a rodent issue in my home because of this. Rodents carry diseases, and some can be deadly. Especially in small children with immature immune systems. Or my 7 year old with an autoimmune disease. I understand that I chose a floor model that was sold as is, but their decision to just leave it at that speaks volumes about their business and how they care for their customers. As is does not mean signs of rodent nesting, feces, and urine stains.