ComplaintsforBadcock Home Furnishing Center

• Initial Complaint

  09/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I brought my daughter a bed from here . The rails on the bed broke , and where still under warranty they brought one rail but It was the wrong one and didn't match the bed so they brought it back to the store. Then they brought another rail which was the correct rail but it was broken just like the one on the bed . It's been almost a month and the issue not resolved and my daughter sleeping on the floor on a mattress

  Business response

  11/18/2021

  Business Response /* (1000, 10, 2021/11/01) */ November 1, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********- ***** ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *****'s complaint, she states she purchased a bed for her daughter from Badcock. The bed rails broke within the warranty period. The local store attempted to exchange the rails but received the wrong ones and had to be returned to the store. The local store made another attempt to deliver the correct rails, however, they arrived broken. Ms. ***** states it has been a month and the issue has yet to be resolved, leaving her daughter sleeping on a mattress on the floor. Badcock stands behind all Manufacturer's Warranties with free parts and labor for up to one (1) year after the day of delivery for defects due to material or workmanship-related problems covered by a Manufacturer's Written Warranty. Parts are ordered directly from the manufacturer and can take 8-12 weeks to receive. If a repair cannot be made, the decision on any credits or exchanges during the one-year period will be at the store's sole discretion. This information is available in our Return & Refund Policy which is available online and via brochures at all of our retail locations. Badcock also offers an extended three (3) year warranty administered by 4Warranty (Protect-It) that is effective on the date of delivery or pick up. In Ms. *****'s case, we contacted her local store for the status of her bed rails. It was advised the correct replacement rails for the Reno collection were reordered. Unfortunately, Badcock does not have an exact arrival date due to backorders, but it is estimated they will arrive mid-to-late November. For that reason, on 10/13/2021 the Store Manager agreed to temporarily install metal rails until the correct ones arrive. After a review of Ms. *****'s initial concerns, once the rails arrive in the customer's local store the Store Manager will contact her to set a delivery date and switch out the rails. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana B******** Customer Care W.S. Badcock Corporation

• Initial Complaint

  09/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a dining set from Badcock Home Furniture & more in June 2021. Dining set was delivered with damages to two chairs and the table. The damaged items were replaced with new items. Within 2-3 weeks the finishings on the Dining table were peeling. I contacted Badcock to get a refund or exchanged. Denied a refund, due to it not being within the refund window.

  Business response

  11/08/2021

  Business Response /* (1000, 9, 2021/10/11) */ October 11, 2021 Linda ******Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********* Larissa ******** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. ********'s complaint, she states she purchased a dining set in June 2021. Upon delivery two of the dining chairs and the dining table were damaged. The local store did replace the damaged merchandise. Roughly two to three weeks later the dining table finish was peeling. Ms. ******** states she contacted the local store requesting a refund or an exchange but was denied a refund due to being outside of the return window. Badcock stands behind all Manufacturer's Warranties with free parts and labor for up to one (1) year after the day of delivery for defects due to material or workmanship related problems covered by a Manufacturer's Written Warranty. Parts are ordered directly from the Manufacturer and can take 8-12 weeks to receive. If a repair cannot be made, the decision on any credits or exchanges during the one-year period will be at the store's sole discretion. This information is available in our Return & Refund Policy which is available online and via brochures at all of our retail locations. Badcock also offers an extended three (3) year warranty administered by 4Warranty (Protect-It) that is effective the date of delivery or pick up. In ********'s case, we can confirm she received the dining set on 06/04/2021. Shortly after the exchange for two dining chairs and the dining table was completed on 06/07/2021. After delivery, the customer can return between 1-10 days and receive full credit. Or days 11-30 a return can be done but a restocking fee of 20% would occur. Ms. ******** is outside of the return period. We contact the local store and spoke with the Store Manager. It was advised that although they could not return the dining set an exchange was offered for the dining table. Ms. ******** feared that by exchanging for the same dining table the issue would occur again. As a one-time courtesy, an exchange for the complete dining set was authorized. Unfortunately, the dining sets the customer selected were either on backorder or discontinued. Ms. ******** opted to replace the dining table for the exact collection. After a review of ********'s initial concerns, the dining table has been ordered for replacement. It is currently on backorder. The estimated next shipment is in mid-November 2021. Once the dining table officially arrives at the local store, they will contact the customer to set a delivery date. Should she want an update on the order she may reach out to Customer Care or her local store. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana ********* Customer Care W.S. Badcock Corporation

• Initial Complaint

  09/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Babcock charged me an insurance premium on my bill that I did not ask for or want. They snuck it in on the closing papers I signed and did not inform me on what I signed. Nor did I get a copy of the paper work I signed. When I asked them to take the charge off as of the date they put it on they declined and said they would take it off as of today. That is very shady and unethical business practice if you ask me. I have been an insurance agent in the past so I would never ever sign for an extra premium to pay for furniture that is covered under homeowners insurance!

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/10/06) */ October 6th, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case#********-******, **** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. InMs. ******'s complaint, she states that she was charged for insurance when she wasn't aware that the documents were signed.  InMs. ******'scase,she purchased furniture protection for her merchandise which is a onetime charge. We also have a signed Customer Insurance Election form on file signed and dated as of 06/242021.This insurance covers Property Loss. The account has been charged with insurance since that time, up until now. After review ofMs. ******'sinitial concerns,we haveproceeded to canceltheinsuranceon her account. We've also credited the insurance fee to the account. Going forward no more insurance chargesshouldbe added to her account. On behalf of the W.S. Badcock Corporation, weapologize for any inconveniencethis issue has caused.Shouldyouhave any additional questions related tothiscomplaint,youmay contact anyone in our Customer Service Call Center at 1-800-223-2625 during our business hours Monday thru Friday 9am to 7pm and Saturday 9am to 6pm Eastern Standard Time.  Sincerely, Shirley S*** Credit Services Department W.S. Badcock Corporation Consumer Response /* (2000, 7, 2021/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dining room set with a hutch in October 2020 and paid additionally for a service warranty on the items, within the 1st 6 months the chairs were broken and could not easily put together as a result of the Covid pandemic I had to wait for the items (6) chairs to be repaired. I've called this company, the corporate headquarters and also the warranty company more than 10 times and have received no follow-up resolution to this. I

  Business response

  11/17/2021

  Business Response /* (1000, 8, 2021/10/06) */ October 6, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********* Vanita ******* Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *******'s complaint, she states she purchased a dining room set and matching hutch, in October 2020, with an extended warranty. Within the first six months, the dining chair was broken. Due to the pandemic, she had an extended wait for the chairs to be repaired. Ms. ******* states she had called Badcock Corporate offices and the warranty company more than ten times but has yet to receive a follow-up resolution. Badcock stands behind all Manufacturer's Warranties with free parts and labor for up to one (1) year after the day of delivery for defects due to material or workmanship related problems covered by a Manufacturer's Written Warranty. Parts are ordered directly from the Manufacturer, and can take 8-12 weeks to receive. If a repair cannot be made, the decision on any credits or exchanges during the one-year period will be at the store's sole discretion. This information is available in our Return & Refund Policy which is available online and via brochures at all of our retail locations. Badcock also offers an extended three (3) year warranty administered by 4Warranty (Protect-It) that is effective the date of delivery or pick up. In Ms. *******'s case, we confirmed she received her dining set and a server on 09/15/2021. Within the first year, any service would have been handled through the local store. We contacted the Store Manager to see if any service orders were requested from the customer. After review of store records, it was found that no services had been requested. To further research and confirm if there has been contact from the customer at the Corporate level, , we attempted to locate any calls using the number provided on the claim. Unfortunately, no records were found. Although the customer is outside of the manufacturer's warranty, she did purchase the extended warranty and may file a claim for her dining chairs at this time. After a review of Ms. *******'s initial concerns, she has coverage through the extended warranty, Protect-It, until 09/15/2023. She may submit a claim online at 4repairs.net or call toll-free at 1-888-202-5518 from 8 A.M. to 5 P.M Monday to Friday. For additional information, she may go to our Badcock website to familiarize herself with the coverage as well. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana ********* Customer Care W.S. Badcock Corporation Consumer Response /* (3000, 10, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the store directly and forwarded photo's of the damaged chairs to Anastatia,*******@*******.com on August 3rd 2021 the associate at Badcoock who stated would contact me back within 24hrs. I heard nothing from her so called once again and spoke with her, she advised me to contact the Warranty company which I did but they advised me that the repairs are within the 1year purchase so the store is responsible for repairs. I called the store yet again and they told me to contact the warranty company which was done as a conference call in which I was then led to believe that if I called the corporate office a resolution would occur. I have spoken with Cathy, Hannah, and Anna all with the Payment center and store and still my chairs are not repaired and now they are having the payment center harass me but offer no resolution for fixing this problem. I am very disappointed in this response and was hoping that my furnitures extended warranty would be honored or a refund of the broken items and warranty be issued to my account. I am attaching pictures of the chairs in which there are 6 but 5 are broken. All hairs are broken in the same way and lack a few of the pieces to get them fixed Business Response /* (4000, 18, 2021/11/11) */ November 11, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # 90294322-Vanita ******* Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *******'s rebuttal, she states she had contacted her local store and spoke to an associate who provided her an email to forward the photos of the damaged chairs on 08/03/2021. The associate stated she would be in contact with her after 24 hours. When she didn't hear back from the associate, she contacted the store again. The associate directed her to contact the warranty company. Ms. ******* states when she contacted the warranty company, she was informed that she is within the 1st year warranty and the store is responsible for repairs. She then had contacted the corporate office Credit Service department concerning her issues. They are still requesting payment even without a resolution. Ms. ******* states she is displeased with the previous response and is requesting her furniture's extended warranty be honored or that she be refunded for the broken item and the warranty fee. In Ms. *******'s case, we reached out to the local store and spoke to the Store manager regarding the name of the associate the customer mentioned. He stated the sales associate in question is no longer working at that location and he cannot access her emails. We reached out to the Senior Manager to express Ms. *******'s concerns and request assistance. It was advised that a service would be rendered for the chairs. Then the Store Manager stated the customer went into the store on Monday, 11/09/2021, to provide the photos instead. Upon photo inspection of the table and six chairs, he determined that repairs would not be possible, therefore, a reselection of the table and chairs was authorized. Per the Store Manager, the customer wanted the set to be the same. He was able to locate six chairs in the Ashbury Park collection at a different store location. He sent his delivery team to retrieve the items to exchange the dining chairs. Regarding speaking with Credit Service, Customer Care, unfortunately, does not have access to review calls taken by another department. Hence the reason we couldn't locate the calls made. After a review of Ms. *******'s initial concerns, the exchange for the dining chairs has been authorized. The Store Manager was able to locate brand new chairs for the customer. He will be in contact with the customer to set up an exchange date. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana ********* Customer Care W.S. Badcock Corporation Consumer Response /* (2000, 20, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am finally satisfied with the resolving of this issue, however it dismays me that it took nearly a year for chairs to be returned and I was the one that had to go into the store to find out that there would be a resolution. Mr. ******* did an awesome job of resolving the situation.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In April 2020 I made a purchase of a couch and love seat, in January 2021 the reclining mechanism broke, I called and they sent two service repair members to me home on feb 16 2021, and they told me they can order the part, for two months I keep calling to ask about the part cause I'm scared it's goin go to go out of warranty but the manager tells me since I started the process before February, If it isn't resolved I'm still good, on April 22 I visit the store, and the manager tells me the part can no longer be ordered and I can exchange not just the couch but the whole set for something else, i go to discuss with my husband and we have two deaths non COVID related back to back and when we get all of that situated I go back to the store to resolve and the manager on duty who's is different basically tells me he will not be helping me cause I "waited" too long, on top of dealing with two deaths I was working 6 days a week. The original manager did not give me a time frame.

  Business response

  10/12/2021

  Consumer Response /* (2000, 8, 2021/09/30) */ ********************************** Wed, Sep 29, 7:41 PM (20 hours ago) to me The company reached out a week after I filed the complaint, because not only did I file the complaint with you, I filed a customer service issue with the company. The warehouse manager reached out because he all of a sudden remembered me, and honored his original deal, and he said he was goin to reprimand the other manager who dealt with me the day of. I'm pleased. Sent from my iPhone

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the 17th of December 2020 I went to Badcock in Pensacola, FL and to purchase a refrigerator which I did. The refrigerator is still under warrant, but no one can come out to check it until 16th of Sept. The warrant company told me to go back to where I purchased it and ask them what I was supposed to do until then, so I go to Badcock and tell them what was told to me I did but Badcock did nothing about my refrigerator not working for seven days. I lost everything in my refrigerator and the staff at Badcock did nothing about it. At this point I just want this refrigerator taken off my account and not put on my credit. I want Badcock to over my food that I lost, due to not replamenting the refrigerator.

  Business response

  10/25/2021

  Business Response /* (1000, 9, 2021/09/29) */ September 29, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********-***** ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *****'s complaint, she states she purchased a refrigerator on 12/17/2020 from Badcock in Pensacola, FL. The refrigerator is under warranty, and she had to file a claim, but no one can inspect the unit until the 16th of September. The warranty company referred her back to the retailer where she purchased the unit to see what could be done. Ms. ***** said she went back to Badcock as directed and was told nothing could be done. She lost everything in her refrigerator during the seven days it was not working. Ms. ***** is requesting her unit be removed from her account and a credit for any food she lost. All appliances and electronics will be covered by the Manufacturers' written warranties if any. Warranty decisions are made by the local authorized servicer, not the retailer. Some items may require authorization from the Manufacturer prior to replacement or refund approval. In Ms. *****'s case, she has a one-year manufacture warranty through ********* that expires 12/18/2021. Badcock does not hold the warranty for any appliance or electronic because we do not have certified technicians to inspect the items. We can confirm that Ms. ***** reached out to her local store on 09/11/2021 regarding her concerns. The local store authorized a one-time courtesy exchange for the refrigerator. The exchange was completed on 09/14/2021. The extended warranty through ********** is optional. Ms. ***** opted to purchase the extended warranty on the previous unit. Each appliance has its own serial number; therefore, the extended warranty coverage does not carry over to the new appliance. ********** does assist with providing a food loss credit on a case-to-case basis. Since the extended warranty on the previous unit was not refunded, she may reach out to ********** to file a claim for the food loss. They can be reached at ************. Or, She may opt to be refunded/credited for the warranty fees paid on the previous appliance if she should choose not to file a claim and it may be used toward the warranty fee on the replacement unit instead. After a review of Ms. *****'s initial concerns, the store has exchanged her refrigerator without receiving service through the manufacture, which is outside of the normal procedure. Unfortunately, they cannot provide a food loss credit, however, Ms. ***** has the option to file that claim thru the extended warranty instead or be refunded in full for the warranty fee. Currently, the new unit only has a one-year manufacture warranty through *********. If she so chooses to have the extended warranty added, she should reach out to her local store to add the coverage as soon as possible as you only have 9 months to do so after the original date of purchase. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana B******** Customer Care W.S. Badcock Corporation Consumer Response /* (3000, 11, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told my whirlpool that Badcock would have to refund me. This is the first time I've heard this, but I don't think it is fair that I went a whole week without a refrigerator and lost all of my food. Like I said before someone should be responsible. This Badcock in Pensacola need to be shut down for it bad behavior toward customers who are keeping it open. I never buy anything else from them as long as you all keep them open Business Response /* (4000, 13, 2021/10/11) */ October 11, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********-***** ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *****'s rebuttal, she states she was told by ********* to contact Badcock to be refunded. The information provided previously is the first time she heard of that. She does not think it is fair she went a week without a refrigerator and lost all her food. Ms. ***** states someone should be responsible, and her local store should be shut down for their behavior. Mr. ***** states she will no longer purchase from Badcock if her local store remains open. In Ms. *****'s case, we understand it is frustrating to not have a working refrigerator for a long period because it is an essential item. However, Badcock does not hold the warranty for any appliance or electronic. Luckily, Ms. ***** purchased an extended warranty. As stated previously she may attempt to file a claim thru ********** for food lost credit. Or she may request a refund for the warranty fee entirely since she received a new refrigerator. We take great pride in our ability to "Treat Our Customers Just Right" and it is very important that our customers are satisfied with their shopping experience at Badcock Home Furniture &more. Although we cannot refund the food lost, as a gesture of our commitment to our philosophy of customer satisfaction, we have emailed a gift certificate for $100 with no minimum purchase that will expire in six months. Ms. ***** can use the gift certificate at any other surrounding Badcock in her area. If you need assistance in locating the nearest store, please use our store locator at https://www.badcock.com/allshops. After a review of Ms. *****'s initial concerns, we have forwarded her concerns to our senior management team for review. All complaints are handled internally therefore we cannot provide the outcome. However, we can guarantee that it will be reviewed. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana B******** Customer Care W.S. Badcock Corporation

• Initial Complaint

  09/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I purchased a reclining couch, reclining loveseat, and recliner in Feb 2020 with extended warranties for 68, 69.80, 39.80. We noticed what appeared to be a screw protruding from underneath into the backside of the leather. We called the warranty company and they sent a technician. The technician examined the furniture and stated that it was missing spacers that keep the screws from protruding that far. He did not have the parts on him and told us to call back and reschedule and he would order the parts. After about two weeks the warranty company called us back and stated that they could not replace or fix anything because it was a manufacturer defect and not an accident like originally stated. We called back asking to have this issue resolved or a refund of the warranty since no work was performed. We were told we couldn't receive a refund on the loveseat that had a claim but could receive a prorated refund for the sofa and recliner. Claim********

  Business response

  10/27/2021

  Business Response /* (1000, 13, 2021/10/06) */ October 6, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********-******* ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Mr. *****'s complaint, he states he and his wife purchased a reclining sofa, loveseat, and chair in February 2020 with an extended warranty. They noticed a screw protruding from underneath the backside of the leather. He stated they contacted the warranty company, and a service technician came to assess the issue. The technician stated that the furniture was missing the spacers that keep the screws from protruding. The technician didn't have the parts on hand to complete the repair. Instead, the technician informed them to call back and reschedule the appointment and they would order the parts. After two weeks, the warranty company called them back and stated that they could not replace or repair their items because it was a manufacture defect and not an accidental. Mr. ***** states he called back to the warranty company asking for this issue to be resolved or a refund of the warranty. They were told he would receive a refund on his items except for the loveseat because a claim was already filed. Badcock stands behind all Manufacturer's Warranties with free parts and labor for up to one (1) year after the day of delivery for defects due to material or workmanship related problems covered by a Manufacturer's Written Warranty. Parts are ordered directly from the Manufacturer and can take 8-12 weeks to receive. If a repair cannot be made, the decision on any credits or exchanges during the one-year period will be at the store's sole discretion. This information is available in our Return & Refund Policy which is available online and via brochures at all of our retail locations. Badcock also offers an extended three (3) year warranty administered by 4Warranty (Protect-It) that is effective the date of delivery or pick up. In Mr. *****'s case, we can confirm the sofa, loveseat, and recliner chair were received on 02/22/2020. Customer Care received a call from the consumer on 09/10/2021 regarding his concerns with the extended warranty. Due to Badcock only upholding the warranty for one year, we had to contact the extended warranty provider, Protect-It with their request to be refunded or serviced. Per Fortegra, the claim was denied as the issue is not covered. After reviewing the photos, the issue was deemed seam separation which is not a covered under their plan. However, as a one-time courtesy for customer satisfaction, they allowed the return of the furniture protection/extended warranty coverage in full. After a review of Mr. *****'s initial concerns, the warranty return was completed on 09/13/2021 and should be reflected in the customer's next billing statement. Should Mrs. ***** have questions on her account, she may reach out to Credit Service at 1-877-706-8959. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana B******** Customer Care W.S. Badcock Corporation

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an expensive couch with an extended warranty and it started breaking within a few months and the damage is so bad you can't even use parts of the couch. Badcock has sent a repairman several times and each time the repairman has said the certain parts had to be replaced. The last time he was here was around June or July and said the piece he was looking at had to be replaced as it couldn't be repaired. Tim at badcock assured us the piece was ordered and would be to us end of august or the first week in September and they would call and let us know when the piece arrived. We called to check today and were told that we would have to go through corporate now. We have been waiting for a extremely long time and been way more patient than most would have been. I've had enough. Please help if there's any way you can. We have gotten a month or 2 decent use out of this 2000 dollar couch and I'm tired of being jerked around. Thanks for any help you can offer.

  Business response

  10/05/2021

  Consumer Response /* (2000, 6, 2021/09/17) */ I want to cancel this complaint. The business made it right finally.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered furniture from Babcock on 3/2/21. By mouth I was told it could be delivered in 2 weeks. Then upon ordering and payment it turned into a month. Not really happy but ok. I received two phone calls that the delivery date has changed. After that no call to say date has changed. Date has been being pushed back over and over. It's been almost 6 months since the purchase of the furniture. Received most but two chairs are still pending. I want my chairs. They can have all the furniture. What are my options? After 6 months my husband went to the store and found that we are number 32 of the customers that are still waiting and now it's been pushed back to the end of September. How can a company continue to sell a product that they can't promise at a reasonable delivery date. They can have all of it. I don't want a partial set.

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/09/15) */ September 15, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********- ********* ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *****'s complaint, she states she purchased furniture from Badcock on 03/02/2021. She was verbally told it would be delivered in two weeks; however, it was delivered a month later. Ms. ***** states she received a partial delivery. She is missing two dining chairs. She received two calls advising the date changed but nothing after that. Now it is six months since she placed the order and has yet to receive the two missing chairs. Her husband went into the store to check the status of their order and was informed they are number 32 in line and the date is pushed out to the end of the month of September. Ms. Murray questions how Badcock can sell a product that we cannot promise a reasonable delivery date. Ms. ***** is requesting to have a return for her items in her home. Due to the COVID-19 pandemic, there has been a serious concern with obtaining the proper materials and even having the items shipped to Badcock from the manufacturer. A backorder occurs when the manufacturer promises to make a certain amount of a product and promises to deliver it on a certain day to our warehouse, but unforeseen delays occur resulting in the merchandise not coming to Badcock on the promised date and therefore, not being delivered to the customer on the promised date. Unfortunately, this is something Badcock cannot control as the merchandise is delayed on the manufacturer's end and we often do not find out about the delays until we do not receive the product promised. In Ms. *****'s case, unfortunately, the Annyston chairs were on an extended backorder. We understand that the order was placed in March of 2021. There is nothing more than we would like for our customers to place an order and receive their items in a timely manner. However, currently with the issues going on the manufacturer has had unforeseen delays. We can confirm that a shipment has arrived at our Distribution Center with the chairs. It must be unloaded off the dock and transferred to the stores. That process can take up to 10 business days. Once the store receives the item, they will contact the customer to set a delivery date. 1. In regard to returning the items that are in the home, unfortunately, due to the length of time in their possession they cannot be returned. After delivery, you may: 2. 1-10 Days from Delivery Date: Return an item for any reason within 10 days of delivery and received full credit, a refund or exchange. Item(s) must be in "like new" condition. Other restrictions may apply 3. 11-30 Days from Delivery Date: Return an item for any reason other than "defective" and receive full credit for merchandise reselection or refund, less a 20% restocking fee. Item(s) must be in "like new" condition. If item is "defective," customer is eligible for full credit for merchandise reselection or full refund in accordance with Manufacturers' written warranties. 4. 31-365 Days from Delivery Date: Only "defective" merchandise can be returned, and full credit will be given for merchandise reselection or for a refund in accordance with Manufacturers' written warranties. After a review of Ms. *****'s initial concerns, the local store will contact her to set a delivery date as soon as the items come in. She should receive it by the end of September. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Mishana B******** Customer Care W.S. Badcock Corporation

• Initial Complaint

  09/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased furniture from Badcock. During the sale and contract, they asked if I wanted the insurance. I stated yes. They added the insurance to each PC of furniture bringing my total from 2600 to over 3,000 with ins and tax. I get my bill and there is a "fee" charge in addition to the interest charge. The "fee" is for the insurance. That's double dipping. They already charged me for the insurance and I am paying interest on that as well and now they want to add another 35.00 a month and label it as a "fee"? Fee for what?? It's double dipping and a crooked scam. One of two things need to happen here 1) remove the 35.00 per month or 2) take the total amount charged for that insurance up front off my total bill and credit me that amount. Buyer beware. ********

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/09/14) */ September 14th, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ******** - *****, ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. *****'s complaint, she states that she was double charged insurance, and she would like the account credited. In Ms. *****'s case, she purchased furniture protection for her merchandise which is a onetime charge. We also have a signed Customer Insurance Election form on file signed and dated as of 05/22/2021. This insurance covers; Employment, Disability, Life & Property. The account has been charged with insurance since that time, up until now. We cannot credit any previous insurance charges added to the account, since we have the signed documentation on record. After review of Ms. *****'s initial concerns, we have proceeded to cancel the insurance on her account. Going forward no more insurance charges should be added to her account. On behalf of the W.S. Badcock Corporation, we apologize for any inconvenience this issue has caused. Should you have any additional questions related to this complaint, you may contact anyone in our Customer Service Call Center at 1-800-223-2625 during our business hours Monday thru Friday 9am to 7pm and Saturday 9am to 6pm Eastern Standard Time. Sincerely, Shirley S*** Credit Services Department W.S. Badcock Corporation Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't say that I wanted the insurance cancelled. I said that the charges were rolled into my purchase. Which was fine. I get that and I wanted the insurance. However when I get my bill, there is a charge added to the bill yet again. I want THAT charge off the monthly bill. Please have a Badcock representative call me so they can understand what I am talking about. Thank you ******* Business Response /* (4000, 18, 2021/10/04) */ October 4th, 2021 *********** Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case#********-*****, ***** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. InMs. *****'s complaint, she states that she was double charged insurance, and she would like the account credited. InMs. *****'scase,as previously mentioned she purchased furniture protection for her merchandise which is a onetime charge at time of initial sale. We also have a signed Customer Insurance Election form on file signed and dated as of 05/22/2021.This insurance covers; Employment, Disability, Life & Property. The account has been charged with insurance since that time, up until now. We cannot credit any previous insurance charges added to the account, since we have the signed documentation on record. After review ofMs. *****'sinitial concerns,we haveproceeded to canceltheinsuranceon her account. Going forward no more insurance chargesshouldbe added to her account. I've attempted two calls to the number that we have on file for Ms. ***** to no avail. If Ms. *****s as any further questions she could contact the credit services department and request to speak with a supervisor. On behalf of the W.S. Badcock Corporation, weapologize for any inconveniencethis issue has caused.Shouldyouhave any additional questions related tothiscomplaint,youmay contact anyone in our Customer Service Call Center at 1-800-223-2625 during our business hours Monday thru Friday 9am to 7pm and Saturday 9am to 6pm Eastern Standard Time. Sincerely, Shirley S*** Credit Services Department W.S. Badcock Corporation

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