Complaints

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

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Coco Furniture Gallery Corp. has 7 locations, listed below.

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• 

  Coco Furniture Gallery Corp.

  11361 SW 40th St Miami, FL 33165-4420

• 

  Coco Furniture Gallery Corp.

  1000 E 23rd St Hialeah, FL 33013-4322

• 

  Coco Furniture Gallery Corp.

  3255 nw 7 street Miami, FL 33135-2827

• 

  Coco Furniture Gallery Corp.

  6273 SW 8th St West Miami, FL 33144-4845

• 

  Coco Furniture Gallery Corp.

  3000 S State Road 7 Miramar, FL 33023-5204

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My furniture was delivered and shortly after I noticed visible scratches on both pieces of my Childrens furniture. I contacted the driver via text message in which he did acknowledge and advise that he would return to assist. But, then changed his mind and stated to call the Company in which I did. I was told being that the paperwork was signed there is no guarantee that it will be resolved. This furniture is brand new and there shouldnt be any scratches on any of it. It was clearly due to someones negligence on the companys part. I have pictures and time stamps to prove the sequence of events that transpired. . Also, before leaving he advised me that he couldnt take out the three or four big boxes and trash left that he initially walked in my home with. My three sons had to walk to the dumpster to take it out. That is completely unacceptable . I am extremely disappointed being the way Ive been treated during this experience with Coco furniture. We paid good money for four pieces of furniture all to get this type of customer service. I hope this will be corrected in a more professional manner. Thank you

  Business Response

  Date: 04/05/2025

  The delivery has been completed successfully. The shipping company returned to the location to inspect the bunk bed and verify that all items were properly set up. Everything was handled with care and has been left in excellent condition.
  
  
  Items that were previously reported as damaged have been addressed. All concerns were resolved, and the furniture is now in perfect condition. The store ensured that every piece was delivered and arranged to the highest standard.
  
  
  There are no outstanding issues at this time.
  
  
  Please feel free to reach out with any further questions or if additional details are needed.
  
  

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is not trustworthy. I bought a folding treadmill from them online and randomly received a text message past midnight asking for more money. When I checked my tracking number with ****** it shows that they are holding my product until I give them more money. This product was listed as having free shipping. Immediately as I went to report their account, they removed the listing and their website online. Not only does this make them untrustworthy to their customers, but this is also illegal. I attached screenshots of the text messages sent, but can provide further pictures of the shipping label and shipment tracking if needed. I just do not wish to have those pictures publicly posted on this website as it has my personal information.

  Business Response

  Date: 01/13/2025

  Subject: Clarification Regarding Recent Inquiry
  
  
  Dear BBB,
  
  Thank you for reaching out to us. We want to clarify that our company specializes in home furniture and does not sell treadmills or any related products. Additionally, the email address and contact information mentioned in the attachments you shared do not belong to our company.
  
  
  To ensure transparency, we would like to highlight our standard practices:
  1.We never request payment unless a customer has placed an official invoice order.
  2.Upon placing an order, we always provide a copy of the invoice to the customer.
  
  
  Given the nature of this situation, we believe the information youve received may be spam or fraudulent. 
  
  Thank you for bringing this to our attention. We look forward to your response.
  
  
  Best regards,
  
  coco furniture gallery 
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered furniture for my new home paid in full. Representative who sold me the furniture put down the wrong address for the delivery. Furniture was to delivered to wrong address. When I notified drivers about the correct address they said they could not do it. So I had to pay my uncle to bring the furniture on his truck where they dropped it off to find out I am missing a nightstand. I spoke with warehouse delivery manager who told me they could deliver & assemble on Tuesday, ***** later. The delivery was still not met. She Promised to deliver the next day through a voiceover message, which is today & still no word about my furniture. I have been sleeping on a the floor at my new home for 5 days now because my furniture that I paid in full was not assembled & missing furniture. I am highly upset & I have always purchased my furniture through coco. I am very disappointed.

  Business Response

  Date: 12/14/2024

  
  Response to Dispute Regarding Delivery and Assembly Chartanajiah ******

  
  I am writing in response to the dispute raised by our mutual customer, Chartanajiah ******, concerning her recent purchase and delivery. After thoroughly reviewing the situation, I would like to provide a detailed account of the circumstances surrounding this matter.
  On the day of the sale, Ms. ****** provided the delivery address as ********************************. This address was confirmed on the sales order, and Ms. ****** was given a copy of the order at the time of purchase. At no point during the sale or prior to delivery did Ms. ****** inform us that she wished to change the delivery address. The delivery was made to the original address as specified.

  
  Upon the drivers completing the delivery, Ms. ****** informed us that she wanted the merchandise delivered to a new address. Unfortunately, this request was made after the delivery was already completed, and due to the drivers' scheduled route and the time constraints, it was not feasible to return to her original home for a redelivery.
  During the delivery, Ms. ****** also mentioned that a nightstand was missing. We assured her that we would address this issue, which we did promptly. Additionally, Ms. ****** informed us that her uncle had already transported the bedroom set to her new location and requested that we assemble it at that address. As a courtesy, we arranged for the delivery company to assemble the bedroom set, waiving the $89 assembly fee that would typically apply.

  
  We believe we have gone above and beyond to fulfill Ms. ******* order, despite the challenges presented by the late notice of the address change and the logistics involved. The customer received all items in good condition and assembled, as requested. In light of these efforts, we respectfully deny the dispute, as we have done everything within our capacity to complete the order to her satisfaction.

  
  We trust this clarification will resolve any further concerns regarding this matter. Please let us know if any additional information is needed.
  Thank you for your attention to this case.

  
  Sincerely,

  COCO FURNITURE

  Customer Answer

  Date: 12/14/2024

  Despite the hassle & miscommunication with the company. The delivery was made. The only issue was continuous miscommunication with the manager *******. I text the manager on Dec. 6 at 4:44pm let her know nothing had been delivered, & got no response.  However the missing nightstand was delivered & assembled on Dec.7th at 2am-2:45 in the morning. Terrible timing for business. Scared me out my sleep half to death. But I am just glad i received the rest of my furniture & I no longer have to sleep on the floor. Ive shopped at coco plenty of times never had this issue do better. 

  Customer Answer

  Date: 12/16/2024

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

  Despite the hassle & miscommunication with the company. The delivery was made. The only issue was continuous miscommunication with the manager *******. I text the manager on Dec. 6 at 4:44pm let her know nothing had been delivered, & got no response.  However the missing nightstand was delivered & assembled on Dec.7th at 2am-2:45 in the morning. Terrible timing for business. Scared me out my sleep half to death. But I am just glad i received the rest of my furniture & I no longer have to sleep on the floor. Ive shopped at coco plenty of times never had this issue do better.
  
  
  Sincerely,
  
  Chartanajiah Darces

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16, 2023 we went inside the store and placed an order for a dining table, all the funds were paid and we were told that the expected time was going to be between 2-4weeks. Four weeks rolled by and nothing. ******** email to the representative and were told the order was being escalated to the manufacture etc all were lies and lies after lies. On May 20th 2023, we finally had with them and told them to we were tired of playing games and to cancel our order cause we no longer wanted to do business with them. Within the email link, we were told that our request was being escalated to the manager. Fast forward to second week of June, and still no refund. Now we are being threaten with a 35% fees for failed to respond to delivery option. This place is a scam and highly surprise they are still in business. Management and reps should be a shame because lying is the only way they can conduct business.

  Business Response

  Date: 06/14/2023

  To whom it may concern,
  
  We would like to address the concerns regarding the delay in delivering the client's furniture order. From the beginning, we had informed the client that their furniture would take longer than expected when they initially placed the order. Despite this information, they agreed to proceed with the order.
  
  Throughout the process, our company maintained regular contact with the customer and consistently provided updates on the status of their order. We recently informed the client about an additional delay and took immediate action by placing a rush order to expedite their furniture delivery. Our primary focus has always been to ensure their order is delivered as soon as possible.
  
  Please note that our company adheres to a store policy that does not allow cancellations or refunds once an order has been placed. We understand the client's frustration and sincerely apologize for any inconvenience caused by the delay. We have been actively working on delivering their furniture and are now awaiting confirmation of a suitable delivery date from the client.
  
  We would like to emphasize that the furniture is readily available, and we appreciate the client's patience and understanding in this matter. We value their business and remain committed to assisting them. Whenever the client is ready to receive their furniture, we will promptly arrange for delivery.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Coco Furniture Gallery 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20180216
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  
  Please provide written proof to where we agreed on the additional delayed with the order. Since your company keep all written communication between client, this ask should rather be easy to provide. I guarantee you will not have any written proof because we never agreed to it. I have screen shots of all communication and there is no where it shows that we agreed to an extension. 
  
  Clearly as you can see within the screen shot I provided, we kindly made you aware that we no longer wanted to do business with your company not only because the process was taken too long, also the folks that works for your company are compulsive liars. At the time of my request, your rep was practically begging ** for more time so that the manager can escalate the order with the shipping company on a second request. (Please see additional attachment) The bottom line is, your reps was suppose to escalate my cancelation to a manager for approval but opted not to do so. Motive?? No longer receive compensation for the sale? Who knows.at the end of the day, I have indisputable proof that I asked for a cancelation and got a reply back showing the rep was aware of my cancelation but decided to not escalated. The fault here irrefutably pointed to your company. If more proof is needed, I can certainly provide them. 
  
  P.S
  Added photo ****** review showing other clients who experienced the exact same issue I am having with your company currently. 

  Business Response

  Date: 06/14/2023

  To whom it may concern,
  
  We would like to inform you that our store policy does not permit cancellations once an order has been placed. We understand that you have requested a cancellation, but after consulting with our management team once again, we regret to inform you that your cancellation request has not been approved. As a result, the furniture you ordered is now ready for delivery.
  
  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  If you have any further questions or concerns, please feel free to reach out to us.
  
  Best regards,
  Coco Furniture Gallery

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20180216
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  Twofold; first of allAh of course, the famous and obvious rhetorical technique of question dodging, intentionally deviating from the client request. You see how fraudulent your company is?? You are deviating from my request. Earlier your stated that you had informed me about the delayed with the product and your company keep record of all communication between client. Ive kindly asked that you provide me with the record in writing and to say the least, your effort to supply me with the proof has been futile, because you simply dont have such record. 
  
  Secondly, according to your cancelation & refund policy on your website, a cancelation can be accommodated under certain circumstances. (See attachment) 
  
  When I placed my order, the time frame for delivery was between 2-4 weeks and your company had failed to deliver on that statement. I tried reaching out to you but didnt get replies until days later in a lieu to further delaying my purchase. therefor I have the right to cancel my order and demanded a full refund after 3 months now. If only your company was honest with the customer, if a product is going to take 3 months, just say the item is going to take three months instead of been around the bushes. Dont take the clients money and lie about the delivery time frame and in the process flexing a non refund/cancelation policy. This is NOT how business works. 
  
  We can seat here and go back and fourth, BBB have no enforcement right, but they can surely ding your BBB score and potentially effect your company from obtaining future businesses because consumer do look at these grades. Or I can simply take you to small claim and have you accumulate lawyers fees and court cost. 

• Initial Complaint

  Date:05/08/2023

  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 order a bed and is broken almos before the month.

  Business Response

  Date: 05/17/2023

  Thank you for bringing this to our attention.

   

  At the time that the client received their furniture, they received it in good condition. No complaints were reported from client when they received their furniture. If the furniture would have been damaged at the time the client received their purchased furniture, our company would have exchanged it immediately. We are always here to provide the best customer service.
  

   

  Should you have any questions, please feel free to contact **.
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20034978
  
  I am rejecting this response because:
  
  Sincerely,
  
  Yandy Cot

  Good morning 

  i need the replacement. Bad quality