ComplaintsforFurniture Pick

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  05/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi I purchased a top grain leather sectional from Furniture Pick in Dec 2021 (Your Order #100156430 (placed on December 29, 2021 11:49:30 AM EST)) for $4000. It was promised in 4 to 8 weeks but didn't arrive until Feb 23 2022. In the info section viewed on there web page it states that all furniture is evaluated and inspected but upon arrival it was apparent that no inspection had been done and it was still in the original manufacturers packaging. The shipping from caused a huge dent in the left arm of the sofa which still exists. Additionally the way it was stacked cause severe pressure on the power cord on the center recliner causing it to be unusable. I also got white glove delivery which includes setup and the unit wouldn't work. The delivery drivers called in the problem and took the pinched cord with them, all info was documented on the bill of lading. I was told at that time that a replacement part could take up to 4 weeks to replace. It is now 4/8/2022 and I still haven't received the part. They just sent me a duplicate email statin another 8 to 12 weeks. This is ridiculous they should be replacing the 2 units that were messed up on original delivery it only took 8 weeks for the entire unit. I have both pictures, emails, and phone records or this entire transaction. I also purchased furniture insurance with this purchase but this was a problem with improper stacking and freight. The cord that failed part number is SKU: PA-MSWI-810P-CLY. I have waited the time requested for the part and now feel it is oan the dealer and manufacturer to correct by replacing the 2 units (the left arm that is dented and the center unit which has the failed power unit ).

  Business response

  04/14/2022

  Dear ******,

  Thank you for escalating your complaint to the attention of the Better Business Bureau. We understand your concern and apologize for any inconvenience this order may have caused you.

  Our records indicate that one of the power cords for your recliners was not functioning. In order to resolve this issue we have ordered a brand new power cord from the manufacturer and also professionally repaired the current cord so you can use it in the meantime while waiting for the replacement. Due to Covid interrupting the supply chains, shipping times can take longer than expected. Once we receive the new power cord we will expedite delivery to you.
  

  Please contact us if we can further assist you.

  -Furniture Pick
  

  Customer response

  04/18/2022

  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.

  **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.
  
  

  Hi, 

  
  

  I am sending this email as a response to the company response from the BBB complaint. I accidently sent back a blank message. 

  
  

  
  

  
  

  The response from the company does not address the dent in the recliner (left side) the pictures were sent in the complaint and to the business directly. They only addressed the power cord saying that they can't control the inventory from the manufacturer. I still don't have a date for that replacement or repair. 

  
  

  I am seeking either a refund for the full amount of the left-hand unit of the sectional or replacement. My only concern with replacement is leather is colored in lots and may not match if it comes from a diff batch of skins which if it doesn't match would want a complete new set of all 3 pieces. 

  
  

  In addition to refund and replacement of the left-hand unit I am seeking financial compensation as a result of the problems and delays associated with this entire mess. I feel that on the 4000 purchase (which was dome in Dec 2021) now we are in at least May if not longer with no end in site I think a 10 percent reduction of cost for the entire unit is fair ($400). This would be in addition to the monies mentioned above for either refund or replacement of the left-hand unit ($4000 / 3 = $1333) .   

  
  

  
  

  $1333 - refund of left hand unit

  $400 - refund for all of the delays and problems.

  
  

  $1733

  
  

  If they want to replace the left unit rather than refund its cost (up to them) as long as the unit matches the other 2 units as stated above I would expect more than a $400 refund mentioned above. Because a replacement would take additional time i would expect additional compensation.

  
  

  
  

  Replace of unit:

  $800 - in compensation for delays repairs and issues with purchase.

  
  

  I have included again the pic of the damaged arm of the recliner taken the day of delivery and another pic of the same area as of today 4/18/2022. The dent isnt going away and needs to be replaced.

  
  
  
  Regards,

  Complaint ID: 17005154

   

   

   

  Business response

  05/06/2022

  Dear *******

  Thanks for your rebuttal. Please understand that we are the retailer in this transaction, this claim is processing with the manufacturer as we are working to get you the necessary replacements. Our claims team is working on resolving this issue with you directly. Once we have completed the claim process, the results will be uploaded to the BBB for record.

  -Furniture Pick
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for new furniture with this company on 9/27/22. It sounds like maybe I'm going to get this sometime in February, almost six months later. I've asked the company several times to either offer a discount for the delay, or upgrade my shipping so it can be delivered inside. It is winter in MN and I live alone. I cannot carry all of this furniture inside my house. So it will sit outside on the street. They have been rude and unwilling to make this right. I'm already paying $300 for shipping alone!

  Business response

  01/27/2022

  Dear ****,

  Thank you for writing a complaint to the Better Business Bureau.

  You made this purchase with us 09/27/2021 for a furniture brand which we advertise takes 12+ weeks to ship out. These lengthy shipping times are because of Covid affecting the global supply chain, all retailers & manufacturers in the USA are affected right now. Since you made this order, our website clearly states we offer ONLY curbside delivery to your location in Minnesota for $300 (flat rate), there are no other shipping methods available. By you placing this order on our website it is required that you acknowledge the fact that you read our terms & conditions before proceeding with payment. Therefore we cannot be held responsible that you misunderstood what a curbside delivery means.

  Moving forward, our customer service team made their best attempt to find a resolution and explain that we are unable to offer any in-home delivery services. You proceeded to argue with us and threaten to make your own shipping arrangements with our delivery agent once the order were to be shipped out. We will attach a screen shot of your e-mails to show the inappropriate language you chose to use. Due to this behavior, you gave us no option but to cancel this order and go in a different direction as we did not feel comfortable doing business with you. As of 01/27/2022 this order is officially cancelled and there were no fees / charges assessed courtesy of management. We wish you the best of luck shopping elsewhere.

  -Furniture Pick
  

   

  Customer response

  02/01/2022

  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.

  **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 simply the worst company to do business with.  They are unwilling to work with their customers to come to resolutions that would satisfy both parties.
  
  
  Regards,

  Complaint ID: 16668058

   

   

   

  Business response

  02/15/2022

  Todd,

  Thanks for your response, we do appreciate your feedback regarding this matter.

  As per our last reply, the delivery service you insisted to receive is NOT available in your area. We only offer curbside delivery and NO other options. Therefore we were unable to find resolution regarding this matter.
  

  This order was officially cancelled on 01/27/2022. There was no charges made to your account and all restocking fees were waived as courtesy of management.

  -Furniture Pick
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have placed an order on sofa set in first week of November. My order number is 100155096, at the time of order i was told 4-6 weeks at max. Come December i have not received any thing, i called and i was told the sofa set is on ship and should port in middle of December and i should receive my order. Come middle of December, nothing call again and i was told one week. One week pass, no show call again and i was told jan, first 2 week with similar thing. Now calling and no one picks up. If they pick up i am being told that i will call back with an update. I don’t even understand that how this could happen. And level of costumer service and clarity is never seen anything like this and not in good way.

  Business response

  01/18/2022

  Dear *** ******,

  Thank you for writing a complaint to the Better Business Bureau. We can confirm you made an order with us on 11/06/2021 for the Keily Reclining Living Room Set (Brown). Please keep in mind that we are only a retailer who is at the mercy of the manufacturer. Our website does advertise a general shipping estimate of 4-8 weeks but this can vary depending on the availability of the furniture.

  Due to Covid interrupting the global supply chain, all orders are taking much longer than expected to be shipped out because there is no inventory available. The manufacturer gave us estimated availability dates that are subject to change at anytime. Currently your order is not going to be available until approximately March. Thus far you were not billed for this purchase, if you are not okay with these terms to wait for the merchandise then you do have the option to cancel without any fees / charges. Please do not hesitate to contact us if you have any further questions or concerns.

  -Furniture Pick
  

  Customer response

  01/20/2022

  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. Business should provide clear description on website instead of providing dates over dates. Please canc my order, as i dont trust the vendor anymore

  
  
  
  
  Regards,

  Complaint ID: 16460540

   

   

   

  Business response

  02/04/2022

  Dear ****

  Thanks for your response. We received your cancellation request on 01/22/2022 for this order.

  As per your request, we cancelled this transaction without any fees or charges. We apologize for any inconvenience this order may have caused you and we wish you the best of luck shopping elsewhere.

  -Furniture Pick
  

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I bought a bedroom set from Furniture Pick on 3/18/2021. After paying for the furniture they refunded the money back to us, $6,118.63 order #100148325, and told us they will collect in 4-6 weeks when the order is ready for delivery and that this is their policy. After dozens of phone calls and months of waiting for the manufacturer to give the furniture to Furniture Pick, we got a phone call in October stating that the furniture was ready for delivery but that due to CoVid-19 and the manufacturers price changes we needed to make a new order and now pay $6,750.00 (this was discounted from more than $8,000 they said) and that the furniture would be out for delivery. The furniture in the original ticket states it was out for delivery (to Furniture Pick) on 11/3/2021. We paid the total cost and created a new order ticket on 11/17/2021 in the amount of $6,750.00. They again refunded this money and said collection will be processed when delivery is established. I refused this and after dozens more phone calls finally got them to take the payment and keep it. I was told that the product would arrive from the manufacturer in 2 weeks and I would have delivery early December. Early December I was told it was enroute to the facility in PA and would be scheduled for delivery in 5-7 business days, the furniture was apparently in NC through the freight handler. It is now 12/23/2021, my furniture has not arrived to Furniture Pick they claim it is the manufacturer holding it up, it has been 9 months. I am currently on hold with them and they are telling me that they are unable to reach the freight line. My wife and I have been sleeping on a mattress on the floor for 3/4 of a year awaiting our furniture. We need some serious help in resolving this issue and getting our product delivered, please!!!!

  Business response

  01/05/2022

  Dear **** * ********

  Thank you for taking the time to write a complaint to the Better Business Bureau. We understand your concerns regarding this order and apologize for any inconvenience.

  When you originally placed this order in March 2021 the furniture was on a back order with the manufacturer. Due to Covid interrupting the global supply chain, shipments are taking much longer than anyone has expected. The whole world has been affected by this and not just Furniture Pick. Your order finally became available in November 2021 but due the extremely high demand for this furniture, the manufacturer has increased our costs for this furniture. The merchandise could not be sold at a loss so we reached out to you to explain the situation and offered the option of paying the new pricing or cancelling the order if you are not okay with the increase. You accepted our offer for the new pricing and the order processed accordingly to ship.

  Moving forward, we shipped you this merchandise to your home on 01/05/2021 via Ward Trucking. You can track this shipment by going to www.wardtlc.com and using PRO # *********** or call the carrier at phone # (800)458-3625 to make delivery arrangements. Let us know if there are any further questions or concerns.

  -Furniture Pick
  

*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. ↩