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:02/18/2025

  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.

  I found this company through affirm and they are under two different names furniture pick and furniture cart. I order a dinning room set which was 2200 and a sofa for 2500. I ordered in November 2024 and they delivered in February of 2025. Upon the delivery the table was scratched and a missing part to assemble the table I had to buy. The sofa was a total different color of the picture like 4 shades darker. I sent the sofa back because of the color. My husband agreed to take the color long as the sofa was not damaged upon arrival and we paid another delivery fee. The delivery guys was supposed to wait 10-15 mins while we exam the sofa but they left and the store was closed. The color is off because the leather on the sofa in turning as if the sofa been in a bad environment or mold turning in to snake skin which is odd and all this was upon arrival. The sofa had a hole and a number of scratches. I called sent in pictures as I was told. All I ask was an even exchange on the table and sofa or a refund. This company stop answering the phone gave me a bad email that didn’t work and now when they see my call on caller Id they don’t answer at all. I have spoken with **** *** **** and they both told me a lie and stop answering the phone. I have waited and been patient and this has been a inconvenience for my family on something I can’t even use and taking up space in my home. I rather not deal with this company and I like a return. I tried to get and exchange but I have been treated so poorly I would rather do a return. All tag or still attached and I have the wrapping it came in. Tried to upload pictures the system want let me I can send in email.

  Business Response

  Date: 02/18/2025

  Dear *****,

  Thank you for your feedback. We would like to reiterate that Furniture Pick is not the same company as Furniture Cart, and your order was placed on FurniturePick.com. We have been communicating over the phone with you multiple times a week and our claims department has been responding to your claim inquiries in our ticket system which is available to be viewed in your online account. The extra $75 delivery fee was due to the fact that you initially refused the merchandise, then decided that you would like to receive your furniture afterwards causing the freight company AM Trucking to schedule another trip to your residence.

  As our claims department has informed you, we are unable to process a return, exchange, or discount for these items because the delivery receipt was signed, confirming that the furniture was received in good condition, fully assembled, and accepted as such. Additionally, the item has been used, and no longer has its original packaging, which is required for return eligibility.

  Regards,

  Furniture Pick

  Customer Answer

  Date: 02/20/2025

  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. This is the warranty I purchased. 5 years warranty. Furniture Pick have not even reported my purchase to them and I paid for this sofa over 2 months but I just received this month. No warranty has not  been received. I called the warranty company and they know nothing about my purchase and they told me the reason they might not have it is because I just received the sofa. This is the other label showing the furniture comes from Furniture Cart not Furniture Pick. These are what the label says Regards, Complaint ID: 22955413    

  Business Response

  Date: 02/24/2025

  Dear ******,

  The Montage 5-Year Protection Plan was applied to your order and we sent an e-mail containing your specific protection plan details. If you would like to file a claim through their service, you will have to contact Montage directly to begin the process as they are a third party.

  Thank you,

  Furniture Pick
  

• Initial Complaint

  Date:02/03/2025

  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.

  I ordered a Casselbury sofa from Furniturepick and paid extra for white glove delivery. Furniturepick touts 30 day return policy on their website. The couch was supposed to arrive in < 30 days and ended up taking 6 weeks. On delivery day, the couch was brought upstairs to my apartment by two men who did not speak very good english. They connected one piece of the couch to the other, and we tried to communicate to find the right spot for the couch. After a few attempts, I was frustrated and just let them set up the couch where they had placed it. There was no packaging when they delivered the couch to my door. Ultimately, the couch is not a good fit for the space. I called furniturepick to explain the situation, and dealt with an extremely unhelpful and generally rude individual in the claims department. He would not discuss the steps to returning the couch, and after following his instructions to send him a picture via email, told me 2 days later that the return would not be accepted because the furniture was "assembled" and "the original packaging was not available." The couch arrived to my door with no packaging, immediately rending it unreturnable (not known to me at the time). I paid extra to have it delivered and because of their "white glove service" they entrapped me to keeping the couch. They also put it together before I could inspect anything, and determine that the couch was not a good fit. Their 30 day return policy is misleading and not in good faith. I offered to pay for shipping both ways and take their 15% restocking fee, and was denied even though I was never able to follow their rules on returns even if I wanted to. I offered to give them back a NEW COUCH that had not been sat in, and had already been disassembled again, and they refused my return. That's acting in terrible faith and the claims department just kept repeating "that's our policy" when I tried to have a conversation with him. Shame on furniturepick.com

  Business Response

  Date: 02/04/2025

  Dear ****,

  Thank you for your feedback. We would first like to apologize for your displeasure with your purchase. Our return policy states that returns are only accepted with the furniture in its original packaging and before assembly is done. We also advise our customers to measure your space before purchasing the furniture to make sure that the merchandise will be a good fit. As previously advised, we are unable to accept your return as you had the furniture assembled in your residence and only chose to return your order afterwards. Per our policy, we would not be able to accept the return. At no point were you forced to have the furniture assembled before you decided that the sectional would not be a good fit.

  We again apologize for any displeasure you have experienced. If you would like to discuss the matter further, our office can be reached anytime from 9AM - 5PM Monday - Friday.

  Regards,

  Furniture Pick
  

  Customer Answer

  Date: 02/05/2025

  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. Furniturepick engages in unfair and deceptive practices in order to force their customers to keep their returns. They delivered the furniture to my door without any packaging, and then claim that unless the furniture is in its original packaging it cannot be returned. How is it possible to return furniture in its original packaging if it's not ever presented to the customer in original packaging? I paid extra for white glove delivery, which is apparently just a deceptive tactic to charge the customer more and prevent them from making a return. They also say customer satisfaction is their goal, when in reality, their claims department has been rude and unhelpful through this entire process.  All I wanted was to PAY THEM to return the couch, despite their deceptive practices, and instead I'm forced to file these claims.  Regards, Complaint ID: 22893080    

  Business Response

  Date: 02/13/2025

  Dear ****,

  Thank you for your feedback. We would like to remind you that our return policy states that we cannot accept any returns for furniture that has been assembled. The first photo you provided regarding the claim was the sectional fully assembled in your living room. As such, we would not be able to accept the return of your furniture. We apologize for any inconvenience you may have experienced during your purchase process. If you have any further questions regarding our policy, our office can be reached any time from 9 AM - 5 PM Monday - Friday.

  Thank you,

  Furniture Pick
  

• Initial Complaint

  Date:11/13/2024

  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.

  Furniture pick is a fraud I purchased a varian dresser along with two varian nightstands total cost $2065. My purchase was made on 9-21-2024 via online . I did not get my order until 10/28-2024. my packages was put on my lawn and unpackaged by two movers who was driving the delivery truck. I noticed that the dresser was completely wrapped in plastic after the movers took it out of the box I asked why was the dresser wrapped in plastic when it came out of a box they stated they did not know upon further investigation I noticed that there was a huge crack straight up the middle of the dresser . It looked dresser was used and painted prior to being delivered ALL 8 of the dresser drawers will not close the mover try everything they could and it did not work,keeping in mind that I ordered brand new furniture. The driver explained to me that he had to deliver the furniture and then I had to call the company and they would send someone out to pick it up and replace the furniture after over nine attempts to get this broken furniture. Replaced the man by the name of Eric who claims he’s the manager refused replacement he offered me $100 off of a $2000 bill . The drawers do not fit the dresser. The dresser is all broken up and Eric is now stating after I’ve been calling the delivery date of 10-27-24 they he will not replace the broken furniture. I have been calling and complaining for 3 weeks to be exact . This is insane. Why would a furniture store clean to sell new furniture only to deliver used Furniture and then refuse to make it right when the friendship comes in broken up everything is on film. I even signed the delivery slip at the bottom with the problems and sent pictures All I want is my money back. He even threatened me about calling again what he would do this is unacceptable and this company should be set shut down immediately. Viewing the Better Business Bureau website I have noticed they have several complaints. What can I do to get a full refund?

  Business Response

  Date: 11/14/2024

  Dear *******,
  
  Thank you for your feedback. We apologize again for any inconvenience you have experienced during your order. We would like to first remind you that our website provided an advertised average estimate of 2-4 weeks with may be subject to change on account of unforeseen delays in production from the manufacturer. All of the furniture sold on our website is purchased brand-new directly from the manufacturer. The packaging of the furniture is done by the manufacturer before the merchandise arrives at our distribution center.
  
  Our claims management first offered you a partial refund of $100 on your dresser on account of the damage if you chose to keep your furniture in its current condition. This is approximately a refund of 10% of the cost of your dresser. While your total purchase price was close to $2,000, the nightstands were delivered without any issue and as such, the claim resolution would not reflect those pieces. You then declined this offer. You also declined our offer to have one of our experienced technicians to come to your residence to adjust the dressers.
  
  Following your refusal of this service, you requested to return the furniture for a full refund. However, the photos you provided showed the dresser fully assembled and in-use in your home. Due to this, the furniture would not be eligible for a return in accordance with our returns and cancellations policy which was agreed to when placing the order, and is available for review on our website.
  
  We would be more than happy to answer any questions you have regarding your claim and attempt to come to a mutually beneficial resolution. Please give our office a call at your earliest convenience if you would like us to further assist you.
  
  Thank you,
  Furniture Pick

  Customer Answer

  Date: 12/26/2024

  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. Reject the Business ResponseTo whom it may concern:Let's start off by correcting one of many false statements provided by the furniture company.1- The furniture was not assembled in my home . I sent in a picture of the delivery guys bringing THE DRESSER into my home wrapped in house PLASTIC  WRAP not packaged in its original box like the night stands. NOT ONE DRAWER CLOSES TIGHT EACH DRAWER IS HARD TO CLOSE WITH GAPS ON ALL SIDES, making it impossible to store my clothes.2- The offer of $100 was an insult not to mention his demeanor 3- I DECLINED THE OFFER TO REPAIR A PRODUCT THAT WAS SUPPOSED TO BE NEW AND IN A BOX, if I wanted used or floor sample furniture I would have chose a furniture outlet4-I called while the movers were in my home on my steps with the dresser and I was told to take the dresser and David would switch it out within a week so i was well in the window for cancellation . David store owner/claims mgr. NEVER took my calls after 12 attempts and finally using a different phone number I got him on the phone . It was at that point that he wanted to send out a repair guy. ALL I WANT IS MY MONEY BACK THIS COMPANY FURNITURE PICK IS A FRAUD!!!!!!5-I HAVE SINCE READ MANY REVIEWS AS TO HOW THIS COMPANY HAS CHEATED PEOPLE INTO BELIEVING HIS FURNITURE IS NEW6-I AM REQUESTING A MONETARY RESOLUTION AND I EXPECT TO BE COMPENSATED FOR THE DAMAGES ON THEIR PART THE FURNITURE WAS DAMAGED PRIOR TO ENTERING MY HOME I BELIEVE I AM ENTITLED TO A COMPLETE REFUND I AM STUCK WITH A PRODUCT THAT IS NOT USABLE.I WAS SOLD USED FURNITURE AS OPPOSE TO NEW FURNITURE THAT WAS ADVERTISED ONLINE THIS IS A FRAUD...THANK YOU FOR ALL YOUR HELP IN THIS MATTER, PLEASE HELP ME RECOVER WHAT I DESERVE, SO THAT I CAN PURCHASE A DRESSER FOR MY CLOTHING WHICH IS NOW IN PLASTIC BINS.Ms ******** ***** Regards, Complaint ID: 22550262      

  Business Response

  Date: 12/26/2024

  Dear *********

  Thank you for your response. We would like to remind you that we are a licensed dealer for Acme Furniture and all of the furniture we sell is brand new, directly from the manufacturer. We do not sell any used furniture, nor do we sell any floor model products. Unfortunately, damage may occasionally happen to furniture which we are aware of and we will absolutely rectify. We initially offered to have an experienced technician come to your residence and repair the issue for you which you promptly declined. Your request to have your entire purchase amount refunded while you have possession of your dresser as well as two completely fine and functional nightstands is unfortunately an unreasonable request. We would be more than happy to come to a resolution that is beneficial for you if you would be interested in having an open communication directly with our team.

  Again, if you would like us to resolve the matter directly with you, please give our team a call at your earliest convenience and we will be more than willing to help you and make sure that your experience with us is as seamless as possible. Our goal is to provide brand-new furniture to our customers with the utmost satisfaction and we look forward to resolving the issue with your purchase and making sure you have the best experience possible with our company and our products.
  

  Regards,

  Furniture Pick
  

  
  

• Initial Complaint

  Date:09/27/2024

  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.

  I placed an order with Furniture Pick on Friday, August 30th order number # 100173317. My order arrived to AM Delivery shipping on Wednesday Sept 18th, reference number AM100303996. On September 20th I received a phone call from AM delivery letting me know that someone would be in contact today to set up my order for Monday or Tuesday, the 23rd or 24th. I also upgraded and paid for white glove service. I never received there call and looked on their website and it stated my order would be delivered by Wednesday the 25th. I contacted AM delivery on Monday the 23rd and was provided no delivery date. On 9.24 I contacted AM delivery again and was hung up on by the supervisor *******. I contacted Furniture pick at this time and spoke with ****. **** and I spoke and I told him that I am available for a delivery Wednesday or Friday afternoon and he told me he would work on this. On Wednesday I still had not heard back from either Furniture Pick or AM delivery and called both again. ******* hung up on me again and told me ***** the routing manager would call me which he never did. **** from Furniture Pick told me he was still working on this and would call me by end of day Thursday. I also provided him times I was available the following week for delivery. I never received a call from **** on Thursday. On 9.27 AM delivery called with a delivery date of Oct 1 from 630-1030am and I am not available at this time. I asked the AM delivery rep to reschedule my delivery he told me that is not his job and this will be pushed out another week. I also reached out to **** again on 9.27 about this. He refused at first to get on the phone with me and said he sent an email with an update. After speaking with **** he stated that he has done all he can and has escalated this but I do not have a rescheduled date. I asked to speak with his supervisor and he told me that is the owner and they don't address these calls. I have spent 4,000 for furniture I do not have.

  Business Response

  Date: 09/30/2024

  Dear ****,
  
  Thank you for submitting your feedback. We apologize for the inconvenience caused during your delivery process. We would like to remind you that Furniture Pick and AM Trucking are separate companies. While we do everything in our power to ensure a simple and satisfactory delivery process on our end, unfortunately we do not have direct control over their company nor their employees. As you are aware, **** has been working tirelessly to escalate your delivery with AM Trucking and make sure you receive your furniture. Per your conversation as of September 30th, you have a delivery scheduled for October 2nd.

  We also provided a partial refund for your shipping costs, alongside your original discount of 7% which is above what is regularly provided on our website. We apologize that there was a need to file a complaint for our company, despite your grievances being with the issues caused by AM Trucking. We will keep track of your order closely to make sure you receive the furniture that you ordered. If you have any questions, please don't hesitate to give us a call.
  
  Regards,
  Furniture Pick

  Customer Answer

  Date: 10/07/2024

  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. My furniture was delivered after constantly reaching out to furniture pick. I'm still owed a refund from both companies, 25 dollars from AM Delivery and 250 from furniture pick. There is also damage to my couch I've attached ab picture. I want something done about this damage as it is on 2 separate pieces. I reached out to furniture pick about this damage and heard nothing Regards, Complaint ID: 22350650    

  Business Response

  Date: 10/09/2024

  Dear ****,
  
  AM trucking issued a refund of $25 on October 7th. As we have advised you from October 8th, We are able to offer you a discount of $155.00, along with a refund of $245.00 for the shipping cost, for a total discount of $400.00. Please note that this is on top of the 7% discount you received on your initial purchase which is well above any promotion currently listed on our website. Regarding your statement that you have heard nothing back, we would like to remind you that you have been in constant back and forth communication with our customer service and claims department, even after your furniture was delivered. We will continue to keep corresponding with you until your claim has been resolved and all parties are satisfied.
  
  Please give our office a call if you have any questions.
  
  Regards,
  Furniture Pick

• Initial Complaint

  Date:09/26/2023

  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 was led to believe I was purchasing new furniture. Instead, I received furniture with chips, scratches, and scrapes, and a chest that rock - tip risks. it was delivered 9/5/23. Mr. Eric called 9/6/23 due to my complaint on paper the day of delivery concerning chips and scratch. He instructed me to inspect and send pics via email. and I sent pics 9/8/23. On 9/11/23 received correspondence for an insulting settlement fee of $75 IF I WANTED TO KEEP THE ORDER. which would be final and close the case. On 9/22/23 I responded relaying my great disappointment stating the insulting $75 notating $500 would be more than fair, but still was on the fence concerning any settlement with this company. After careful consideration while pondering on the fact that this company knowingly sent less than new furniture - decided to cut ties due to lack of trust and sent correspondence on 9/24/23 requesting a full refund. I received a call the am of 9/25/23 from Mr. Eric asking why I wanted a refund- I reiterated my disappointment and wanted to move forward with the return policy. He offered replacement- I declined. He made reference to the $500- I stated I'm not interested in any settlement. He responded stating I have sent an email already to start the refund policy - and kept repeating - Did you read our refund policy? - I said that does not apply to me. I did not wake up one day and just did not like the furniture. At the conclusion of the call - the review of my email did not reveal any correspondence concerning returns. I then sent a follow-up email requesting him to send it again- 30 min later he responded with no refund in the form of a refund policy. Another deceit. It's obvious this man stalled until 14 days pass the delivery date. I have been in contact with this man since the day after delivery. This was a contract between me and this company- I paid my money for new furniture - they sent scratch, chipped, scraped furniture, and a rocking unsafe chest.

• Initial Complaint

  Date:06/12/2023

  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.

  The table arrived damaged with severe scratches and a severely damaged leaf. Two of the chairs have broken, with one leg completely snapping off when someone was sitting on it. Their response to this was, well you have 6 other chairs. This furniture is only a month old. They claim they are replacing the table, but it has been a month with no resolution. They are extremely rude when you call them. Someone is going to get seriously injured on these chairs. We have contacted them since thus stuff was delivered complaining about the poor quality.

  Business Response

  Date: 06/13/2023

  Dear *******,

  We understand your concern regarding this matter, please accept our apologies for any inconvenience this furniture order may have caused you.

  As we advised you, our management team has been in contact with the manufacturer regarding your order. It appears that you may have received items from a defective batch, which is why you are having some quality concern issues. Per our conversation with you on June 12th - we have agreed to exchange your chairs & table for brand new replacements. The manufacturers warranty will be covering all the costs and our delivery crew will take back the defective table & chairs accordingly.

  This should resolve the quality issue you are experiencing. In the even it does not, we can explore other options. We will be in touch with you as your delivery becomes ready in the next few weeks. Please do not hesitate to contact us directly if you have any further questions.

  -Furniture Pick
  

  Customer Answer

  Date: 06/20/2023

  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.
  
  
  
  
  Regards,

  Complaint ID: 20175764

   

  The company in fact did reach out, but we expressed concern that the same thing is going to happen again when the new chairs come .  The chairs I have now were made on all different days, so the excuse that they are from a bad lot simply can not be true. I am currently sitting with over $4000.00 in furniture I cannot use.  We are afraid to sit in the replacement chairs, because they are going to break again

   

  Business Response

  Date: 07/24/2023

  Dear ********

  Our delivery company was able to deliver your replacement chairs to you on Saturday, 07/22/23 between the hours of 12 pm - 4 pm. The defective chairs were returned at no cost to you. We hope this resolves the issue you were experiencing. Please contact us if we can further assist.

  -Furniture Pick
  

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising 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 bought furniture from FurniturePick 1/22/2023, it went through officially 1/26/23 and the furniture was delivered 2/21/2023. I will upload the invoice with my pictures. Total with warranty was $4589.63. For a month I tried to get communicate to ************** my issues with my furniture because FurniturePick has a policy that once the furniture is accepted from the delivery company, the company has no obligation to the customer and I accepted this. I had signed, so I pursued my issues related to concealed damage and misrepresentation of advertised goods through **************. When I did make contact, ************** told me that they do not deal with the end customer, so I had to go through FurniturePicks but that I was free to make a claim. Since I accepted the delivery and got rid of the packaging, FurniturePick has told me I have to keep the furniture but they have told me that they would work with ************** to pursue a solution to my issues. In addition to damaged backs and gouges, my issue with the furniture I received is it is a completely different finish from the photos that were used to advertise it (and to this day continue to be used) by both FurniturePick and ****** *******. I was told by FurniturePick that ****** ******* is no longer making the Alabaster 2-Tone model that is pictured in their advert-and that there is no longer a single active set available for purchase.The claims department employee at FurniturePick has been very kind to me - but this weekend as I was struggling to take photos of my photos from 10 feet back (I bought the furniture to make my second bedroom into a wardrobe - so there is not much room)-I had enough and told FurniturePick I would be reaching out to BBB for help.My bed rails is the only piece on all of the furniture I received that looks like the photos of what I thought I was buying. I have attached comparison photos so you can see exactly how different they are,and it is vulgar. I get slivers on my headboard.

  Business Response

  Date: 05/09/2023

  Dear ****,

  Thank you for providing your feedback regarding this purchase. Our records indicate that this furniture was delivered to your home on 02/21/2023, you signed the delivery receipt - received in good condition.

  Our role in this transaction is that we are merely the retailer. We understand you are not satisfied with the quality of the furniture which came from the manufacturer, it seems as if it did not meet your expectations. Please understand we have corresponded numerous times with the manufacturer regarding your complaint, it was determined that there are no damages or defects with the merchandise, this is the way it is manufactured. Furthermore, since February 2023 you have been using this furniture in your home.

  Because you have assembled the furniture and discarded of the boxes / packaging it arrived in, the merchandise is now considered used. The option to return or exchange has been voided by your actions. Unfortunately, this leaves us in a position where we are not able to assist you further with this matter. Our duties as the retailer & shipper have been fulfilled as promised. Our best recommendation would be to take action towards the manufacturer if you are unsatisfied with the quality of their merchandise.

  Let us know if there is anything more we can assist you with.

  -Furniture Pick
  

  Customer Answer

  Date: 05/11/2023

  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. ) I tried submitting my response and it won't go through.  I have to wait to send the helpline another message, but in the case you are able to post it, I am attaching my response and the 5 photos I am trying to submit.When I try to submit my complaint response, nothing happens.  It doesn't give me an error, and the "Proceed" button stays lit up, but when I click it nothing happens and I have waited a while thinking maybe it was processing, but it just stays the same.  I am not going over 30 minutes in submitting the response.  I have attached 5 photos (you can only attach 5, and they are all under the 5MB limit).  My assumption is I would receive an alert from the BBB website that it was processed if it was.No worries, I will call tomorrow if I don't hear back from you.  It says I have 5 days and I only received their response today, so it is not urgent, I just want to make sure my reply is sent along before the timeframe is up.Thank you - again (and again!)My response to Furniturepicks's response to my complaint that I received today, 5/11/23:I contacted ************** upon overcoming the shock of what you sent to me, because I thought this was their issue to deal with in the first place.  At the time I got through to them, I was told that they would only work with you to remedy my issues.  I am attaching an email to prove this to you - the timeframe of when I contacted them with the problem is present there.  Since being in contact with ************** and my conversation in that email, I have truly believed you were working with ************** to figure out a solution, and that is why you had me doing these photoshoots.  I was under the impression a solution was going to be worked out based on the ************** email attached and my phone conversations with Furniturepicks - as those calls got decreasingly less hopeful and I got sick of the situation dragging out, I was grateful BBB was able to step in as a 3rd party.  Please tell me when the decision was made where you and ************** decided my furniture was not damaged, because that information was never communicated to me.  It seems like something a retailer should clue the customer in on.Your duties as a retailer have been fulfilled?  It is against the law for retailers to misrepresent merchandise.  To this day you use fraudulent photos to sell the merchandise you sold to me on your website.  You told me that ************** has discontinued the set I purchased in the photos (that has a completely different finish), and that there is not one single set in existence available for purchase.  Yet you still have the misrepresentative photos up.  In addition to the merchandise having a completely different finish, (which in my opinion should be considered damage in comparison to the misrepresentative photos you use - scratched to high hell, gouged and gummed up), the furniture arrived with a stain issue, obvious gouge, and with the backs ripped off the 2 dressers.  How is that not considered damage.  You had me send you photos so I know you know exactly what I am speaking of.  I will provide them again in case you forgot, though.I expect to keep the furniture, but I do not think my resolution of fixing the damage, including sanding down the finish so that it is smooth (even if it won't be exactly like what it looks like in the advert, at least the scratches and gauges and gummed up spray paint will be gone) and staining it white is unreasonable.  The structure is everything I expected it to be, but you'd have to be blind to not see how drastically different my set is from your photos.  And even if you were blind, you would be able to tell the difference from touch when you get splintered up running your hand across the finish on my set.  To refresh your memory, I will post the comparison photo of my bed rails, the ONLY piece on my entire furniture set that matches your stock photos, next to my gouged up nightstand.  You tell me if any honest retailer would post photos with the advertised finish, and be OK with customers receiving what I received.And I think it is atrocious you continue to use deceptive photos - you should remove them and replace them with photos of what you sent to me.  Why would you want to deceive customers, or have to deal with a situation like mine again?  This ordeal has been devastating to me.(the end) Regards, Complaint ID: 19990334      

  Business Response

  Date: 05/23/2023

  Dear ****,

  Thanks for your response. As per your request, we have changed / updated all the images of this bedroom set on our website. Again, we apologize for any inconvenience this process has caused you. Please know we have been selling this same bedroom set since the year 2021, and you are our first client who did not have a positive experience.

  Please let us know what more we need to do to resolve this issue.

  -Furniture Pick
  

• Initial Complaint

  Date:02/28/2023

  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 Feb 16, 2023 I received an order for 2 pieces of furniture from Furniture Pick. The pieces arrived damage. I immedicately called the service department and as per Erics instructions I sent hom pictures of the damage. He was so rude and nasty that he actually hung up on me when i told him I already diguarded the boxes the peices arrived in. After 2 weeks of calling everyday and sending photos after photo they wanted me to purchase new boxes and a pallet to have the items picked up and returned to them. They would charge me $245.00 to pick it up and then another $245.00 to have it replaced. This company is nothing but a scam. What company doesnt honor to have damaged furniture replaced? I purchased the furniture 5 year protection plan that they refused to honor as well. After all this I am left with 2 damaged pieces of cheap furniture and $1200.00 less in my pocket. They are a disgrace. And should not be allowed to sell any items to the hard working public.

  Business Response

  Date: 03/07/2023

  Dear ********,

  You made this purchase with us in January 2023, we shipped & delivered your merchandise to you in February 2023 as promised. Our policy states if there are any damages, please refuse delivery and send back the shipment with the carrier. In order to exchange damaged merchandise, it must be in its original packaging not used. In this case you accepted the delivery, unboxed the furniture and assembled it. By doing so, you have removed the damage liability from Furniture Pick & the carrier which delivered this merchandise to you.

  Because you didn't follow the instructions in our policy, our options to assist you with this matter are limited. The damages you are claiming are very minor, chipped panel and broken corner. These are not a manufacturer defect or craftsmanship issue therefore it is not covered under warranty. It appears the damages occurred sometime after you were carrying the furniture in your home and setting it up. Moving forward, our claims team attempted to resolve this issue with you by offering $325 discount to keep as is or ship the items back at your expense so we can exchange for you. It was your decision not to accept our offer to resolve this issue.

  Please do not hesitate to contact us if we can further assist you.

  -Furniture Pick
  

  Customer Answer

  Date: 03/10/2023

  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.
  
  
  
  
  Regards,

  Complaint ID: 19515276

   

   

   

• Initial Complaint

  Date:01/23/2023

  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 reached out to this company several times, they told me countless different times that they would deliver my couch, which was $2,294 out of my pocket. Time and time again, this delivery company NEVER arrived or delivered anything. I then went back and fourth to them and didn't hear anything back. The delivery company fraudulently signed my name - which anyone can see that isn't my signature and that the delivery man who wrote on the paper they supplied, that it is the same handwriting, i am appalled and so sick about all of this. I am a single woman who now had to buy another couch and this company didn't help me, now someone else either has the couch or it was from a scamming company. Just all around awful. I am so upset and will be telling everyone i know about this along with posting it all over my social medias. SO UPSET.

  Business Response

  Date: 01/26/2023

  Dear *****,

  Thanks for taking the time to write this complaint to the Better Business Bureau.

  Our records indicate we shipped this order to you via T-Force Freight Tracking Number "460325180" at the end of September 2022. This was delivered to your home as promised on 10/05/2022, attached is a delivery receipt from the carrier showing proof.

  It is unfortunate you choose to write these accusations & false statements about our company. Also, when you filed a bank dispute in November 2022 for this transaction, you lose this dispute as your bank sided with us (the merchant) that everything was handled correctly. We hope you are enjoying your furniture! Please do not hesitate to contact us if we can further assist.

  -Furniture Pick
  

  Customer Answer

  Date: 02/06/2023

  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. I reject this response, the "carrier proof", is a fraudulent signature by this carrier, which i told T Force this as well as you - - have waiting and waiting, i received zero replies from either of you, which is when i took this to my bank as i was essentially scammed from either you or T Force Freight. Regards, Complaint ID: 18882314    

  Business Response

  Date: 02/22/2023

  Dear *****,

  Thanks for your response. We apologize for any inconvenience this may have caused you.

  Please understand that the delivery receipt the carrier provided is confirmation this order was delivered as planned. We would encourage for you to follow up with delivery carrier regarding this issue, if there is any problem with the delivery receipt they would be able to address it with you accordingly. In the event of any mistake on the carriers end, they would make contact with us to order you a replacement at no cost. Unfortunately, there is nothing further we are able to assist with at this time.

  -Furniture Pick
  

• Initial Complaint

  Date:05/14/2022

  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.

  I purchased an Entertainment Center from FurniturePick.com. Order number 100155464. I paid $300 for Curbside Delivery which promises a call from the local Freight company to arrange a 4 hour time frame and date furniture will be delivered. It also promises that a signature will be obtained. See Curbside Delivery description on FurniturePick.com. As we have experienced 2 prior deliveries (not with this company) that were damaged, we wanted to ensure we would be home and have the option to sign for delivery. We did not receive either - no phone call, no arranged date, just an email with an estimated delivery date but with a note indicating we would be contacted. Furniture was delivered to the driveway in the rain. Luckily we were home and saw items in driveway and were able to bring them in. Delivery crew did not ring bell, did not call and did not get our signature. When I called to get renumeration for a service I paid for but did not receive, I was told it was not FurniturePick's responsibility to ensure the Curbside Delivery process is followed even though THEY have the contract with the Freight Company (TForce/UPS Freight). Freight Bill number is 360573194. They told me to call TForce/UPS. I did. TForce/UPS indicated they had no instructions on delivery. But did admit they usually call and did not. The driver also forged my signature on the customer line indicating receipt. Completely unethical. After several emails and calls to both TForce/UPS (spoke with Kirby Jolly) and FurniturePick (*******), Furniture Pick offered to reimburse me $30. The Curbside Delivery is an upsell deal for them. Regular shipping via Ground at most would have cost $100. I am looking for additional reimbursement as I did not receive the services I paid for (call, schedule, and sign).Since FurniturePick has the contract with TForce/UPS - then they should be the ones to fight on my behalf and make me whole. They just kept putting it back on me. Furniturepick

  Business Response

  Date: 05/17/2022

  Dear ******,

  Thank you for your feedback, we apologize for any inconvenience this order may have caused you.

  Please know that we have reviewed your complaint and determined that Furniture Pick has fulfilled this order as promised. There is proof of delivery that the merchandise was received in good condition by the customer.

  It is unfortunate if you did not get a call from the carrier as planned. This is supposed to be protocol for most LTL carriers, however it is not something we are able to control from the retailers end. Our job was to ship & deliver the furniture you ordered on our website, which Furniture Pick accomplished successfully. Also, the tracking information was e-mailed to you which permitted to track the order online and contact the carrier yourself if need be.

  As a courtesy we are able to offer you $30 discount as the resolution for this issue with the carrier's lack of communication. If you have any further questions or concerns please do not hesitate to contact us.

  -Furniture Pick
  

  Customer Answer

  Date: 05/20/2022

  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.
  

  I paid $300 for Curbside Delivery which was supposed to include a call from carrier to arrange dat and time of delivery and to receive a signature that I accepted delivery as is. No call was made and driver forged my signature saying I accept delivery as is. We are keeping the product as I ordered it in November 2021 and cannot deal with continued delays despite their marketing it would take 2-4 weeks to receive.

   

  Paying $300 for this type of service and being offered $ 30 is an insult. Regular ground freight without call would have cost maybe $100.  A $200 refund is what I was expecting since the curbside delivery is very clear on what to expect.  And none of it happened. I have been told continuously by Furniture Pick to deal with the freight company to get refund but I’m not the one that has contract with them.

  
  I feel I should pay the $100 for shipping and receive $200 refund to resolve this fairly

   

   

  
  
  
  
  Regards,

  Complaint ID: 17203327

   

   

   

  Business Response

  Date: 06/03/2022

  Dear ******,

  Thanks for your response. We truly understand your concern and apologize for any inconvenience this order has caused.

  Yes, you did pay $300 for curbside delivery and the furniture was delivered as promised. It is not something we can control if the carrier did not call you prior to arrival. Unfortunately, your expectations are unreasonable for a $200 discount. This is not something we can accommodate. Please feel free to reach out to the carrier if you are not satisfied with the resolution.

  -Furniture Pick