ComplaintsforBadcock Home Furnishing Center

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last yr I bought a living room entertainment center and my invoice was for 83 dollars a mo. I was sending in $100 a mo to pay it off faster. On or about August 28 2021 I purchased a power recliner from the same store. The rep told me that my monthly payment was going to go up from $83 to $99 a month for both items since they were going to be billed on the same invoice. I have always sent in more than the minimum invoice amount so after the 2nd purchase I began sending in $150.00. I received a late notice saying I owe $28. It turns out my invoice is now $178 a mo. so I was short. On top of that I was hit with a $25 late fee. I spoke with the billing dept 3xs today and they said I had to speak with customer care. They xfrd me twice to an invalid # and I was disconnected and had to call back again and again. When I finally got in touch with customer care, they told me I need to speak with billing and was put on hold forever. This back and forth shows that this company is not able to properly attend to its customers and makes the customers experience a horrible one. I should not have to be on the phone back and forth trying to speak with someone for near a 6 hour window. I am trying to get this corrected and, as you can plainly see, Badcock plays its own part in all this. If Badcocks representatives do not know which dept handles which problems, how can a customer resolve anything? We will continue to be charged late fees over and over again.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/03) */ November 3rd, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # - 90297001 - ********, Edgar 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 that when he made his first purchase his monthly payments were set at $83. Mr. ******** then went into the store and made another purchase and was informed that his month payment would be between $83 to $95 a month. Mr. ******** states he is trying to get this matter resolved. In Mr. ******** s case, the customer initially signed a ENI24 agreement (Equal no interest plan) for his first purchase. Mr. ********'s monthly payments were set at $83 for his first purchase. When Mr. ******** returned to the store to make his second purchase a revolving credit agreement with an annual interest rate of 21%. The monthly payment for the interest-bearing plan is $95 as he was mentioned by the store. Since the sales were not written up the on the same day the sales cannot be treated as one invoice. Meaning that Mr. ********'s monthly payment would be $178 a month. After reviewing Mr. ********'s initial concerns, his monthly payments are correct. If Mr. ********'s wishes to have his second purchase on a ENI plan he is still in the 60-day window. In order for this to be corrected he would need to speak with his local store as they would be the one's to correct his 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 Care Call Center at 1-800-223-2625 during our business hours Monday thru Saturday 9am to 7pm Eastern Standard Time. Sincerely, Shirley **** Credit Services Department W.S. Badcock Corporation

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account open around 2-2-19, Account Balance was 3,034.44. Balance is now 2,799.79 There business motto is to treat people right, and provided Quality furniture. I purchased an insurances on a sofa and washer. I called to the warranty department at Badcock to let them know that my washer stop working, my sofa lining is coming lose . I was told the warranty does not cover that. They assigned a company name ******** ************* ******* S.C. **** ****** Rd,Mullins s.c. XXXXX to come out to do the repaired. This person isn't credited through BBB, and also has a bad review. I spoke with the claim department supervisor Name Marcell she inform me to give Mr. ***** two more hour to arrive at the appointment and he did not show up. I then request for a replacement washer I was told that they only repair and not replace. This is very unprofessional . I would like to return the washer and get a credit on my account . This has been a horrible situation.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/01) */ November 1, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********* Shericia ****** 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 her Badcock account was opened around 02/02/2019 with a high balance but she has since lowered the amount. She purchased a sofa and a washer with a warranty. She contacted the warranty company and informed them that her washer quit working and the sofa lining was coming loose. She was advised her issue was not covered. However, she was assigned a company name ******** ************* ******* to repair her items. Ms. ****** states the company is not credited through the Better Business Bureau. The servicer didn't come to the appointment that was scheduled therefore requested a replacement washer. She was informed the warranty only a repair does not replace. Therefore, Ms. ****** is requesting a return. 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. 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 received her sectional on 03/03/2020. The first-year warranty expired on 03/20/2021, however, she did purchase an extended warranty through Protect-It. With any warranty on items, there are exclusions on what they will or will not cover. We contacted the warranty company to retrieve clarification on the claim filed. It was advised that on 10/12/2021, Ms. ****** reported the stitching was coming apart. They informed us under their terms and conditions seam separation is not a covered issue. A copy of the coverage can be requested at 4repairs.net. Therefore, an exchange or return cannot be granted. Regarding the washer, Badcock does not hold the warranty for any appliance or electronic. The warranty is handled through the manufacture within the first year and then the extended warranty thereafter, if purchased. We can confirm she received the washer on 12/28/2019. We contacted our internal warranty department regarding the washer claim. According to the Warrantech notes, the customer originally contacted them on 10/12/2021 and was assigned to ******** Refrigeration. On 10/18 the customer stated that the service center was supposed to come out, but they did not answer their call to confirm they were home because they were working, so the service center moved to the next job. The customer refused service with ******** at that point so their Customer Care agent reassigned the order to Vehtech Inc. Vehtech ordered parts that were delivered to the customer and Warrantech confirmed Vehtech contacted the customer and scheduled service on 10/27/2021. Customer Care received an email explaining her dissatisfaction with the washer and service. We contacted our internal warranty department to retrieve an update on the service. Warrantech advised the customer has been approved for replacement and the local store was forwarded the authorization. After a review of Ms. ******'s initial concerns, we can confirm she has been notified of the exchange authorization for the washer. Due to the current account status, the exchange cannot be completed. Ms. ****** will need to speak to Credit Services to make arrangements to get her account up to date. They can be reached 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 ********* Customer Care W.S. Badcock Corporation

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a bedroom set from this business back in July 2021 and they have YET to deliver the rest of of my furniture. I have called them 3 times to try and figure out when they are going to be delivering the rest of the furniture and they stated that there is nothing they could do about the delivery and to just wait. This is unacceptable, especially because they have already been paid in full.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/03) */ November 3, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********* Elizabeth ******** 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 bedroom set from Badcock in July 2021 and has yet to receive all her items. She has contacted her local store three times to retrieve an update on when her furniture would be delivered. Ms. ******** states she was informed that nothing can be done besides to wait. She states this is unacceptable, especially since she paid for the furniture in full upfront. 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 ******* 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, we can confirm she placed the order for the Stanton Queen bedroom set. On 07/09/2021, the bed set was delivered except for the nightstand. Unfortunately, the nightstand was on an extended backorder. Once the nightstand became available the store was able to deliver the nightstand. After a review of Ms. ********'s initial concerns, the remaining piece from the bedroom set was delivered on 10/28/2021. Regrettably, due to backorders being out of our control no compensation can be provided. 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

  10/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a complaint regarding my Account #****XXXXXX. I ordered this furniture set with the understanding that my delivery would be set for 8/20/21. I called the office the day prior to confirm the delivery and I was told my furniture set was on the truck for delivery on 8/20/21. My wife took an entire day off of work to accept the delivery and no one called and no one showed up. I called their CS and was told someone would call me back to discus compensation, no one called. My wife lost an entire days worth of pay. We just moved to GA and she did not have vacation or holiday pay for her job so this was monies lost because of poor customer service and communication. Also, I bought the warranty for my set and it's already falling apart. I worked in the furniture industry for 10 years as a quality manager and even worked with this company. I paid a lot for this furniture to only have it fall apart with light use is disturbing. I want someone in corporate to reach out to me ASAP.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/10/26) */ October 26, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********* Tyler ****** 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 ordered a furniture set with the understanding he was scheduled for delivery on 08/20/2021. He contacted his local store the day prior to confirm the delivery and he was informed his items were on the truck to be delivered the following day. Mr. ****** states his wife took the day off to accept delivery, but no one showed up. He contacted Customer Service requesting compensation and was informed he would receive a call back to discuss further, however, but never did. Currently, the furniture set is falling apart and he needs assistance with this matter. 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 Mr. ******'s case, we can confirm he received his items on 08/28/2021. He is currently within his first-year manufacture warranty period. He would need to contact the local store to set up a service/inspection for the items. Customer Care contacted the customer and informed him of the process. He advised the left and right armrest padding is shifting and on the back of the console some stitching is coming undone and a staple is protruding out. We were able to speak with the local store and scheduled service for November 2nd between 12-4 PM. In regards to compensation, we can confirm he reached out to Customer Care in August 2021 expressing his concerns. Unfortunately, due to a shortage of staff, a callback was not completed, however, we were able to offer a gift certificate for $100 toward a future purchase with no minimum requirements. After review of Mr. ******'s initial concerns, a service inspection is scheduled for November 2nd. Should something arise and he need to reschedule, he should contact his local store. The gift certificate has been mailed out as of 10/25/2021. It will take approximately 7-10 business days to arrive. On behalf of the W.S. ******* 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, 9, 2021/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will not purchase from the company again so the 100 gift card isn't something I plan on using. I would have preferred to have it off what my remaining balance is but the company refused. At this point I would like the furniture repaired and if this it happens again I would like to return for a full refund. Business Response /* (4000, 13, 2021/11/11) */ November 11, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # ********* Tyler ****** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Mr. ******'s rebuttal, he states he will no longer purchase from Badcock. The gift card that was given is not something he plans on using. He would have preferred the amount be taken off his remaining balance, but the request was denied. At this point, he would like the furniture repaired and if the same issue occurs in the future, he would want a full return refund. In Mr. ******'s case, we reached out to his local store regarding the service inspection that was scheduled 11/02/2021. The Store Manager informed us that the Owner had an emergency and couldn't complete services that day. All customers that were scheduled on that date were rescheduled for Tuesday 11/09/2021. The tech determined that the console needed to be restitched and staples added to complete repairs. The repair technician has been scheduled on Wednesday 11/16/2021 for completion of service. After a review of Mr. ******'s initial concerns, his local store is assisting the customer repairs. As a gesture of our appreciation, Badcock provided a gift certificate of $100.00 to be used on anything of his choosing. Unfortunately, we could not adjust the price of the item as it would devalue the merchandise, meaning if an exchange or return is necessary, he would receive less than the amount he originally paid. Mr. ****** is not required to use the gift certificate and may also opt to gift it to a friend or family member. 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

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business has been told numerous times that my bed was defective and they still have not done anything to resolve this issue and I'm not making payments on something that I cant sleep on without it hurting me and I have health issues already and it's my 3rd bed within the last year or so .

  Business response

  12/15/2021

  Business Response /* (1000, 8, 2021/10/28) */ October 28, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # XXXXXXXX- Todd ****** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Ms. Christine *****'s complaint, she states this business has been told numerous times that her bed is defective but has yet to do anything to resolve the issue. She states she is not making any payments on merchandise that she cannot sleep on. All bedding (except bedding sold "as is") is covered by the Manufacturers' respective warranties. Please note that stained and/or soiled bedding and queen & king bedding without proper middle support will void the Manufacturers' warranties. The warranty period on replacement bedding reverts back to the original purchase date. Redelivery charges apply. Bedding must be inspected prior to replacement in the event of a warranty claim. The store can perform the bedding inspection using the Bedding Inspection Form. Any reason listed in Uncovered Items (above) must result in a warranty claim denial. Reselection/exchange due to manufacturer defect is based on comfort level and original purchase date. The exchange is only for the defective mattress or foundation. For example, if a customer's mattress is sagging more than 1.5 inches, then only the mattress is exchanged. In Ms. *****'s case, she received a Serta mattress and foundation on 06/01/2021. On 9/05/2020, a service inspection was requested for the mattress sagging. Upon inspection, the mattress was on the floor with no rails and the had a decent size stain on the left side facing. On 9/08/2020, the local store contacted the customer and informed her of their findings. At that time, she was advised that an exchange could not be granted. The customer disputed the results, requested to have his mattress set picked up and advised she would cease payments. As a one-time courtesy to satisfy, the mattress was exchanged for a Legends brand mattress. The customer contacted the local store in September 2021 regarding the Legends mattress sagging. The mattress had visible stains at the time of inspection. Soils/stains can wear down the foams and cause the mattress to deteriorate faster than it otherwise would, therefore, if any are present at the time of service it voids the manufacture warranty. After review of Ms. *****'s initial concerns, due to the staining present on the bedding, the Manufacturer's Warranty is voided. Because of this, no exchanges, returns or refunds may be granted. 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, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) For one I never recieved a call from nobody saying anything about stains on bed bc there aren't any on the bed and the contract and warranty that we purchased just for this reason and BADCOCK has lied and trying to screw me when I have had this account with them for over three yrs now Business Response /* (4000, 15, 2021/11/15) */ November 15, 2021 Linda Morel Consumer Affairs Specialist Better Business Bureau Complaint Department Re: Case # XXXXXXXX- Todd ****** Badcock Home Furniture &more ("Badcock") is in receipt of the above referenced complaint and appreciates the opportunity to respond. In Mr. Morgan's rebuttal, he states he had never received a call from anyone informing him about stains on the bed. He claims there are no stains on the mattress. Mr. ****** states that he has had an account for over three years and feels the contract and warranty have misled him. In Mr. ********* case, he was informed of the stains on his mattress on 10/22/21 by three corporate representatives, as well as by his local store. On 11/04/2021, we escalated his concerns to our internal Bedding category manager. It was determined that stains/ soils were noticeable based on the photos received by all parties, however, a final exchange was authorized as a one-time courtesy with a recommendation to purchase a mattress protector for the replacement. Mr. Morgan was contacted on 11/08/2021 to provide him with the reselection and billing process. He remains dissatisfied. He wanted to have the mattress exchanged prior to making a payment on his account. The Director of Customer Care had reached out to Mr. ****** on 11/09/2021 and made an exception to allow the exchange prior to payment in goodwill with the understanding that the customer will keep his word on making a payment after 30-days of using the replacement mattress. After a review of Mr. ********* initial concerns, the customer has been authorized to exchange his mattress only. If the price of the replacement is lower, no refunds will be given. If the price of the replacement is higher, he will be responsible for any differences. He will have 45-days from 11/15/2021 to complete the exchange. After 30 days of maintaining the mattress in his home, he may go online or contact Credit Service at 1-877-706-8959 to discuss a payment arrangement. 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 9 am to 7 pm Eastern Standard Time. Sincerely, Mishana ********* Customer Care W.S. Badcock Corporation Consumer Response /* (4200, 17, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) For one there is no stains and there ain't no beds in any store yall have. I'm not trying to be ugly but this situation isnt handled the way it is supposed to be and I dont agree with anything that was said bc it's a lie .

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/30/21, two drivers arrived to deliver a sofa we purchased. The driver, Richard, backed the truck in my driveway and hit the front of our home damaging our gutters. We had not even moved into the home yet. I asked the driver to sign a statement and provide me with his supervisor's number. The manager of the Midway Store is Ernie P****. I spoke with Mr. P**** that day and he noted that we could get an estimate and the insurance company would issue a check immediately. My husband and I have called, sent follow-up emails to Mr. P****, spoken to his co-manager (Brad), and to corporate offices. We have been put off by multiple people, multiple times. Mr. P**** has NEVER responded to our emails or called back. When we call the store, after asking our names, we are told he is unavailable. Corporate has said they were filing a claim, but no one ever followed up and no one has fixed our gutters. It has rained and we expressed concern over further damage. We keep getting the runaround.

  Business response

  11/19/2021

  Business Response /* (1000, 8, 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 received delivery of her sofa on 09/30/2021. Upon delivery, the driver backed the truck into her driveway and damaged her gutters. She requested for the driver to sign a statement and to provide her with his supervisor's number. She was able to speak to the Store Manager and they discussed her getting an estimate for the damage. With that information, the insurance company would issue a check immediately. Since that conversation, she attempted to check the status with the Store Manager but was unable to get a hold of him. Ms. ********** states she filed a claim through Customer Care and has yet to receive a follow-up either. In Ms. **********'s case, we can confirm that the driver had backed into the front gutter of the customer's home. We contacted the local store and spoke with the Store Manager. It was advised the adjuster from the insurance company would contact the customer to discuss the estimates. We were provided the insurance company's contact information. We reached out to the adjuster and were informed the claim was filed on 10/01/2021. The customer forwarded the estimates for the repair as requested. Once the estimate was received, it was sent for settlement review. On 10/15/2021, the claim was settled in the amount of $992. After a review of Ms. **********'s initial concerns, we can confirm that the insurance company has mailed out a check in the amount stated above and the claim has been closed. 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

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a sofa couch from the Crawfordville location. Within 2 weeks I called and told them that the bottom of the couch fell down. It took them 2 weeks to finally replace my couch. The problem is my original couch was $799 and I told them I wanted the $499 couch because I didn't trust the sofa couch. Well when they brought the couch they tried to make it an equal trade at $499 but I'm still paying for the $799. I called the corporate office they said the change must be made at the local store. Well the local store has been saying for the past 3 months that the corporate office isn't helping her change it in the system. Meanwhile every month I have been paying for the $799 couch because it's on my credit. They are trying to take my money please help. I can't stop paying because it will mess up my credit. They will owe me $300 plus taxes. Like I said I called them within 2 weeks of receiving my couch. Please make them refund me or just bring me another sofa couch.

  Business response

  11/09/2021

  Consumer Response /* (2000, 8, 2021/10/26) */ *********************************** Mon, Oct 25, 8:50 AM (1 day ago) to me Good Morning *****, Complaint ID#: ********, last Monday Badcock adjusted my account. Sent from my iPhone

*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. ↩