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:07/25/2024

  Type:Billing 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.

  On May29,2024 I purchased a sofa and recliner. I was told the recliner would be delivered by June 13 and the sofa would be delivered by July 17. I put a deposit down in which I was told the remaining balance would be due before the sofa was delivered. I agreed. No communication since my deposit. I called the store on July 1st and sat on hold for 23 mins because they could find my order. Then received 2 call backs that night stating an apology and offered me a credit on the balance and a trip to Vegas or FL. Also telling me the new delivery date will be end of July. I asked for the owner to contact me. Never received s response. Bringing us to July 19,22 and 25th when I asked to speak to **** who authorized my credit for the inconvenience. But **** refuses to contact me and honor the credit. So now they are saying I put the furniture on layaway..what a joke. I'm paying in cash..not financing it. And I still don't have my furniture, a call from the owner or my credit. The people are rude,they are scammers and I would NEVER recommend this furniture store. I was told on July 25 the owner is on vacation for 2 months that is what I was told in June. Does the owner have any idea of the bullshit his employees are telling customers and how rude his employers are? Is the owner just as ignorant? How is this getting resolved?

  

  Business Response

  Date: 07/29/2024

  Hello,

  We are happy to state that our customer will be receiving her furniture tomorrow.

   

  Thank you,

  Cohen's Furniture

  Business Office

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22046617

  I was forced to pay my balance in order to get my furnirure delivered. It was stated I would get a discount and the discount was not given to me when I paid my balance. So the employees can basically tell you anything but the store does not have to honor it. How is that fair to the customers ? My order was placed on May 29th and my furniture was delivered on July 30. 6 weeks late for 1 piece and 2 weeks late for the other piece. What's funny is the July phone conversation I was told the 1 piece came in the first week of June. This is to prove the employees will tell you anything but not honor it. All sales people are ******** artists. Does the owner of cohens have knowledge of how horrible his employees are or is he just as bad. I am still requesting a refund now, but of course I won't get it because they have closed this sale.

   

   

  

  Business Response

  Date: 08/23/2024

  Hello,

  Our customer and our store was able to resolved all concerns.  Our customer had a full delivery and we are happy we were able to assist our customer.  

   

  Thank,

  Cohen Furniture 

   

   

• Initial Complaint

  Date:05/07/2024

  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.

  Sofa, love seat and chair with leather-like covering has visually obvious faults in stitching with evidence of minor tears in covering material at adjoining sites of stitching, indicating faulty workmanship. Maybe could be repaired, but ideally should be replaced with properly constructed products. Products purchased from Cohen's Furniture 4014 N Dupont Highway, New Castle DE 19720, inv. 568096.

  

  Business Response

  Date: 05/08/2024

  To whom it may concern,

  We have sent out a professional technician twice to acknowledge customer's concern with the living room set and have determined that there is no defect in the stitching. The first time the technician went by himself and the second time the owner went with the technician. The way these pieces are made finish at the ends with the stitching. The customer is just concerned that the stitching will later in life become undone. However, we explained to our mutual customer that she has a manufacturer warranty and therefore has nothing to worry about.

  Thank you for your time in this matter

  Cohens Furniture 

  Business Office 

   

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The Business Owner FALSELY CLAIMS that technicians for the company reviewed the condition of the furniture on two occasions. HOWEVER, the Owner did examine the damaged areas April 13, 2024 on location and dismissed the claims of faulty materials/poor manufacturing workmanship that appear to require repair or replacement (attached photographic images uploaded).  Regards, Complaint ID: 21680048    

  

  Business Response

  Date: 05/24/2024

  We are working with the customer to resolve this as soon as possible.

  As mentioned before we sent out the owner and he personally inspected the pieces.. 

  We will send the customer's pictures to the manufacturer and will get this resolved as soon as possible in order to make our mutual customer satisfied.

   

  Thank you

  Cohens Furniture 

• Initial Complaint

  Date:08/30/2023

  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 power reclining sofa from here in may 2023. The couch has a large gap between meeting of the 2 connecting pieces. Besides looking horrible, both sides of the couch can’t recline at the same time; additionally 3 people can’t sit on the sofa because of the gap. I’ve had cohen employees come out twice to repair. Told need to be repaired at their shop. At that point they agreed to give me a replacement couch. That was delivered to me with a large cut to the back of the fabric. The first replacement couch was delivered with a large fabric tear on the back. This was replaced after having fabric fixed. Upon redelivery of this repaired couch, the entire left arm was broken and hanging off the rest of the couch. Neither of these couches even made it off the truck to me. Cohen will not give me my money back. I’ve been without a usable couch for almost 5 months.

  

  Business Response

  Date: 09/01/2023

  Hello,

  I writing in response to our customer's sofa concern.  Our customer was delivered a new sofa and on her delivery slip she stated that the sofa was delivered in excellent condition.

  A few days later, our customer stated that the sofa had a huge gap in the middle.  When delivered her a new sofa, she stated that the fabric had a tear in it.

  Then we fixed the sofa and our customer come in and inspect the sofa and she was very happy with it.  When the driver's delivered the sofa, our customer stated that the sofa arm was broken.

  We have the sofa here in our warehouse ready for our customer.  We look forward to working with our customer in this matter.

  Thank you,

  Cohen's Furniture

  Business office

   

   

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Good morning, I am writing this email to reopen the complaint mentioned above as I did not see the response from cohen and it was closed. If you read the response from cohen it clearly states that kept trying to give me a repaired replacement couch and not a brand new replacement couch that was originally agreed upon. Each time it was brought to be  delivered there was a new defect regardless of going to the warehouse to check prior to delivery. If something has had 3 major defects 2 that were immediately noticed by both the delivery team and myself it’s clearly an issue with the product and a refund should be issued. I’ve spoken to the manager multiple times and he is very unhelpful and often times rude and will ignore phone calls if he knows I’m calling which is quite frustrating and disappointing. I would not like another repaired couch because clearly the quality of the product is poor and furthermore I do not want to continue to be a customer of cohen, I would only like a refund for not receiving a quality couch.  Regards, Complaint ID: 20543185    

  

  Business Response

  Date: 09/28/2023

  We are very sorry our customer rejected our offer.  As with all vendors, they require correction of any problem first.  If the item is non repairable then the vendor would look to replace the merchandise.   In our customer's concern her merchandise was repairable according to the vendor.  Again, we have our customer item here in perfect condition, ready for delivery.

   

  Thank you,

  Cohen's Furniture