ComplaintsforBadcock Home Furniture & More of South Florida

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ************************************* have been a customer with ********************** home& more of South Florida ***** city store for 9 1/2 yrs.2013-until presently now2023, I have purchased many items from them but the one Im complaining about now i purchase in August 7, 2022 I purchased this king size mattress set for my son my son notified me a (2)month later that the mattress was sinking in the middle and around the edges I reach back out to the ***** city store where I purchased the mattresses from I was told by my sales representative Miss ***** to call customer service I called customer service back in October 2022- about the mattress customer service stated to me that they will send a technician out to check the mattress it was several weeks until almost a whole month before I hear Back from Badcock so I ****************************************** reach back out to Miss ***** who stated to me to call customer service back again and see if I can speak with a manager and explain to them my problem when I spoke with someone at the customer service I was told that they just received the report from me in November which was not true I called them back in November because no one had came to the home to check the mattress yet as I stated earlier it was later in November when the technician did come out to the unit I ************************************* well as my son ***** was at the unit when the technician came out he examined the mattress as me and my son stood there and he stated that it was a default and he would go back and report it to the company due to the fact that I was not to the place regularly because I was homeless in between family members Home but I did get understanding that no one never reached out to my son ***** or myself ************************* so I call back to Miss ***** my sales representative to let her know that I never heard anything else from the customer service about the technician she stated to me that the technician went back to the customer service in report he stated that the mattress has stains in it like it had been sprayed with a spray bottle and A ***** can was sitting on the dresser I called the corporate office I left several messages for the corporate office corporate supervisor call me it was over a 3/whole month before I heard anything from the corporate office at this time I cannot remember the man name he talked very nasty to me because I stated to him that I was told by Miss ***** that I can come back into the store and choose another mattress but they will only give me 50% off on the new mattress and add the remaining $amount on my bill as well as the $default mattress and I can do away with it whatever I choose to do The corporate office supervisor stated to me that he is not change the mattress I can call the third-party where they purchase the mattress from and complaint to them about it and he would not be giving me another mattress if I want it I will have to pay the 50% and the remaining of the new mattress will go on my Bill and the first Technician showed them pictures where it was a Spray can sit in on the Bed at first they stated that the can was sitting on the dresser my son dont even have a animal live in the place because my Granddaughter have allergic to all type of furry items and animals The ***** city store sent A technician out a Saturday in December by the ***** city store also stated to Miss ***** In his report That the bed is sinking in the middle and the sides in the bed mattress appear to be still new as well as the mattress plastic cover that I purchased no signs of stings at all miss ***** call me back Mz. ********** stated if I try to catch up my bill which I was two months behind due to my hardship of not having a place to stay and some of my income was cut off she would talk to the corporate office and once I caught that payment up all this came about when I spoke with the corporate office as I stated earlier he spoke to be very nasty and then he hung the phone up on me disconnected the call And FOR The Record and the report out of (9 1/2 )years I never missed the payment and Was on time if I hadnt called in and made arrangements P.S.All there BED SET suppose to Have Had 10 year warranty!!

  

  Business response

  03/10/2023

  Badcock furniture has received the complaint and we are happy to provide a proper explanation. ************************* is a valued customer and we made every effort we could to assist her but unfortunately based on the facts we are unable to approve her request. The customer did purchase a Serta mattress set from us on 08/10/22 which does indeed come with a 10 year warranty from the manufacturer Serta. This warranty has strict guidelines and rules for approval set by Serta that can be found on Serta's website as the warranty is from the manufacturer not the retail store. In order for a customer to put in a claim to Serta for a defect to request credit, it is the customers responsibility and not the retailers or Serta's to get a report from an approved company that provides all facts and measurements in their reports to Serta, which is the same process for most mattress manufacturers. Our company offers a free once a year service to pay for a mattress inspection for all customers claiming any defects with a third party company that we use to get written verification of any defects. This service is complimentary and at a cost to us that we feel is a great customer service to provide free of charge to our customers but we have no control over the information claimed in the inspection that comes with the report. The company in question is Reliable Furniture Services of ******* and when the customer made a claim that the mattress was defective, we authorized Reliable Furniture Services to go out and get us the report at no cost to the customer. Once the inspection was completed and we received the report, it was determined that the customers mattress was clean and in good condition free of any defects but there was also a note that the tech was told by someone in the home that they were experiencing biting issues and had been spraying a flee and tick spray on the mattress. The report which is provided in the attachment also showed a picture of the spray on the mattress. At this time we had no choice but to file the report internally and let the customer know that this report would void her Serta warranty if we tried to send it to them because not only did in not sink enough to be considered a defect but the pest infestation claim and claim of spraying the mattress would also void the warranty and it was out of our hands. As a customer service due to the many years of being a good customer we agreed that if they truly needed help replacing the mattress then we would give her 1/2 credit of the original cost of the mattress in question towards the purchase of a new mattress. This offer is more than any company would offer and was truly our attempt to assist them. The customer contacted our corporate office to claim that the report had been falsified by the inspection company in regards to the pest claim. We tried to explain that this was out of our control because we must have a report to get her credit from the *** and we could not force Reliable to change their report and we could not change it either do to legal liability. We explained to the customer that we wont send our report to Serta so she will still have her 10 year warranty, so if the customer wants to go get a mattress inspection from another qualified company and bring it to us with all the proper proof and pictures verifying a defect then we will be happy to send it to Serta and request full credit to assist them because without a report like that we have no recourse. We truly apologize for the inconvenience but there is nothing more we can do in regards to this claim except we will still stand by our original complimentary 1/2 credit offer to reselect. We hope the information will show our attempts to assist the customer as best as possible as we always strive for excellent customer service. 

  Customer response

  03/14/2023

   
  Complaint: 19562776
  
  I am rejecting this response because:

   

  From: ************************************* <******************************>
  Date: Tue, Mar 14, 2023 at 11:02 AM
  Subject: Rejecting the results of this complaint
  To: ************ <************************************>
  
  
  

  I ************************************* due to the fact that I had this bed only two months before it started to sink in the middle and around the edges a second technician came out that was sent out by the ***** city local store Miss ***** stated  to me that the report that came back by the second technician that the Technician stayed he did not find any stains or spots  any type of spraying spots on this bed mattress  or on the plastic mattress cover that I purchased for this mattress as so in the midst of all this as well please ask them Badcock corperation of the local store who ever where is the second technician report why is that not being brought up that a second person came out from their store to check this product well I dont think that is fair as many years that I have been a customer with ********************** home and furniture to be treated this way I have paid my bills on time before I fell into a hardship and the bills was Still pay I only ask that this mattress  be switched out then I was told that they would give me a 50% off and I can come in and pick out a another mattress and the remaining money will be put onto my bill along with the default mattress why should I have to pay for mattressThe default mattress I was never given a number to the third-party company Serta  to call them to come out and check the mattress out I was only told about the third-party company I was never given a number to where to call a who  to call again I state that the corporate office supervisor or manager that called me was very rude and disrespectful about the item that I purchased   to call them to come out and check the mattress out I was only told about the third-party I  work hard every month to make sure my bills is paid in full I am only ask to receive another mattress and the default mattress be removed off of my bill and I will continue paying for the new mattress if not I will take this to a higher authority against Badcock home furniture of South Florida the ***** city local store. I think you All  very much for your assistance  Thank you ********************************;

  
  

  
  
  

  

  Business response

  03/14/2023

  Unfortunately at this point there is nothing more we can offer. As stated in the previous reply. The inspection company and the warranty process are not governed by our Badcock Furniture even if the item was purchased from our store. We have to follow all guidelines set by Serta to receive credit for manufacturer defects. We were only involved in the original sale of the product which was completed based on all Badcock policies. The service call was a complimentary service where we only paid for the company to contact ************************* to inspect the mattress so our customer can save on the expense of the report. Our 1/2 credit offer towards a new purchase is the best we can offer. If the customer truly feels her mattress has a defect that would qualify under *****'s guidelines then it is the customers responsibility to get a company to come make the report. If ************************* can provide us with a proper report from a mattress inspection company that shows any defects, then we are happy to send it to Serta and assist them with the credits allowed, but the company we hire for these reports can not be sent again as their info shows no defects and improper use. We apologize again for any inconvenience. 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/25/20 i went into the store to purchase a bedroom set. The set i had chosen looked very nice on the showroom floor so at that point i proceeded with the sales clerk *********************** to purchase the set. A few months later i noticed scratches on the foot of the bed as well as the side that connects to the foundation just scratches an it just looked like cheap quality furniture. Only a few months an it looked like someone came over an scratched it up with a razor or something because the sides an the front of the bedcwas starting to look really bad. At that point i started to call to complain an i took several pictures of how bad it was looking!! The bottom of the bed was connected by cheap wood which on my receipt indicates rails but its very cheap wood put together with screws an one of the wood peices is almost cracked. I called the corporate office with this issue an i was told very rudely that i had did the wear an tearcan it was up to me to fix it! When i contacted The ***** city store an was rudely hung up on an was told i needed to pay $600 before anyone could come look at the problem. Still to this day the bed is no good you have to be very careful getting in an out of it an at some point the bed will break. I want my $448.00 back an i will never ever purchase another item from Badcock ever again. I will also encourage others to go elsewhere

  

  Business response

  01/10/2023

  Badcock Furniture has received the complaint and we are happy to explain. As stated by the customer the bed set was purchased on 11/06/2020. The report of the issues was submitted to our customer service department on 10/15/2022 which was 23 months after the purchase date. After looking into the claim we found, all of the damages were cosmetic and due to outside sources or wear and tear and no defects were found. Badcock Furniture offers warranty for defects on all furniture purchases up to 12 months from the purchase date as well as complimentary repairs if applicable. At the time we received the information with pictures we determined that not only were the damages not covered but the customer had not paid for the items as the financing agreement required and the account was charged of back in June of 2021 which lead us to have to deny the complementary touch up service because not only were the damages not covered and the items not paid for. We are always willing to help but with all the factors involved, unfortunately we had to deny the customers request. As a customer service we will make an attempt to do a complimentary touchup of the scratched and tighten the frame but only if the customer clears up the charged off balance. If ***************** wants to clear the balance up so we can attempt to help her with the complimentary non warranty service then she can contact the corporate account manager *********************** at ************ Thank you 

  Customer response

  01/14/2023

   
  Complaint: 18679807
  
  I am rejecting this response because:
  The Company is lieing every employee i have spoken too an Manager. I reported the poor quality of the furniture to ************ even as soon as a few weeks after they delivered the bed the bed is not held up with normal metal rails its WOOD. An the whole bed was tearing up as soon as a few weeks of being delivered!!!! Most beds last longer than 2 years if its great quality furniture however even all the other complaints an reviews are pretty much saying the same thing about the furniture we all purchased from Badcock! They expect me to pay for this bed that is now on its last leg with one of the cheap wood pieces that is suppose to be holding the cheap wood  in place that piece of wood is now broken an the wood is cracked!!  I want my money back from what i initially paid an they can have there cheap bed back! AlsoThere is no normal wear in tear an these sctatches were appearing weeks after the bed was delivered along with the other problems an this is unacceptable. Also the company is full of very rude employees. Imnnot sure if the company numbers an sales are not doing well an they want to rip people off by selling cheap quality furniture but im encouraging others to shop elsewhere an i would like my refund.
  Sincerely,
  
  ***************************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a sectional set on this store 10 months ago . Since they delivered to my home came damage as you see on the picture . We tried to contact customer service from day one they send a lot of technician and every time that one came laid about bringing a new on the following visit ; that doesnt happen now their said they dont have that one on stock . **************** solution is find another one on store . None Store have anything appropriate. I want more time to see if you get more inventory or bring me only that damage recliner; thats what Im asking I dont want the whole sectional be replaced just that piece . And I also paid for the warranty I think I should have what I paid for . Thanks I wont recommend badcock furniture for any friend who wants to buy a good furniture.

  

  Business response

  10/27/2022

  Badcock Furniture has received your request and we apologize for any inconvenience.  The item in question does have a defective reclining mechanism. We no longer sell the item which is why we offered full credit to reselect. Unfortunately a refund is not aloud after 30 days from the purchase date based on our policy which is why the customer was given the ********************** credit option. At this point the only thing we can do is pick up the defective piece for an inhouse repair. If we can repair the mechanism then we will make every effort but if the repair can not be done properly and effectively then the original offer will have to stand to return the entire piece for a full store credit. We will have the store manager contact you to arrange to pick up the piece and we will make every effort to return it repaired asap. If you do not receive a call to schedule the pickup then contact your store manager ****** at ************ and we will get the repair scheduled. Thank you 

  Customer response

  10/30/2022

   
  Complaint: 18304608
  
  I am rejecting this response because:
  Ill be agree if you  take it and fix it . But I dont want any credit . If you dont have this sectional in stock provide me some similar sectional because I have been on several stores and none of those have anything alike.
  Sincerely,
  
  *********************

  

  Business response

  11/01/2022

  We truly apologize for the inconvenience but our warranty guarantees a full store credit to reselect and does not allow for a refund after 30 days of purchase. The customer must return the defective item to receive the credit to be spent in the store on like items. If you choose not to return the sectional for a store credit then the warranty offer will eventually expire. 

  Customer response

  11/02/2022

   
  Complaint: 18304608
  
  I am rejecting this response because:
  On the first email you offer me this

  At this point the only thing we can do is pick up the defective piece for an inhouse repair.

  Im waiting For your repair . I didnt ask to have my money back 

  
  Sincerely,
  
  *********************

  

  Business response

  11/08/2022

  We have agreed to pick up the item for a repair. Hopefully all goes well but if for any reason the repair cant be completed properly then the original offer of a full store credit only, will have to be enforced. Hopefully the repair will work and we wont have to address it again. Thank you 

  Customer response

  11/08/2022

   
  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. There came to my home took my recliner and fixed . Thanks thats what I want it . 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a sleeper sofa bed from Badcock 03/21/2022. This was financed through ***** Fargo. I contacted Badcock with complaint on June 22 explaining my dissatisfaction with the product. They responded by sending out repairmen. There wasn't any repair they could do. They ask what was the problem.The problem was the sleeper was not comfortable, the cushions were not padded enough so the one i was sitting on was already bent out of shape, not comfortable to sit on. The sofa was poorly design and material was of inferior quality. After a month i called to enquire of the decision. A rep told me that it was the customer's perception. They were only willing to replace the one cushion.I have no alternative but to stop paying ***** Fargo and to file this complaint with the BBB to see if i can get a resolution.

  

  Business response

  10/04/2022

  Badcock Furniture has received your complaint and we apologize for any inconvenience. Unfortunately we only have a 30 day comfort guarantee on our mattress products. The delivery date for this product was 03/25/22 and we received your complaint the item was over 90 days old. At the time of your request we agreed to send out a third party mattress warranty inspection company to determine if the mattress was defective and the report determined that there were no defects only a comfort issue based on customer perception. It was also noted that a cushion core had some excessive ware and tear do to use so we agreed to order a new cushion for the sofa as a complimentary service but this is all we can offer at this time. Your payment to ***** Fargo financing is not within our control as we are not the finance company but any dispute in regards to this order will be denied based on the information we have. Once again we apologize for any inconvenience. 

  Customer response

  12/01/2022

   
  Complaint: 18150577
  
  I am rejecting this response because:

   

  To date, i have not receive an apology from Badcock or the offer of replacing cushions. Its a bad deal and the consumer is dissatisfied. 

  
  

  The couch is a disaster but i will take the replacement cushions so it wont look so terrible. Cushions was just a part of the complaint.

  
  

  Thank you.

  
  
  

  
  
  Sincerely,
  
  *******************

  

  Business response

  12/02/2022

  Once again as stated on the previous response, Badcock Furniture apologizes for any inconvenience in regards to your purchase. Per our offer and your agreement we will inquire into ordering new cushion cores for the sleeper if they are still available from the manufacturer. This item is no longer current so we do not have the inventory to take from. We will inquire with the manufacturer and if the cores are still available then we will be happy to order them as a complimentary customer service. Special orders have delayed time frames as they come from overseas so the average wait time is 4 to 6 weeks. If for any reason the cushion cores are not available then we will let you know asap. Thanks you and once again we apologize for any inconvenience. 

  Customer response

  12/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will satisfactisfy a part of my complaint.

  I will accept the offer of the cushions being replaced. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 10 **** bought a chest drawer for ******. My son didn't like it so I called to returned the merchandise. The manager told me that I would be charged a restocking fee of 20%.The invoice says 15% and for picking up the merchandise too. So I took it my self and the Assistant Manager was there to help me return the merchandise.So he said he was trying to help me and my mother's card was refund ****** and ***** for restocking fee.I signed I left the store five minutes later they call me to come back because the computer wouldn't take the transaction.So he had to do the paper work over and I signed another invoice with a different amount.Now that amount for the refund 470.74./That it should of been ******, because the delivery was not included in the refund.The total that my mother's card was charged for the restocking to pay was ***** plus ****** that I had to pay from my **** card, a total of ******.

  

  Business response

  08/19/2022

  Badcock Furniture has received the complaint and we apologize for the inconvenience. We are aware of the transaction and there was some confusion processing the refund. The original refund was done for full credit so we had to do a separate charge for the original delivery charge that was not to be refunded and the restocking fee based on the policy. The item returned had a retail amount of ****** so the 15% restocking fee was a total of ***** plus the original delivery was a service that was fulfilled so that charge of ***** was not refundable. The total charges should have been ****** which is the restocking fee plus tax and the delivery charge. If you credit card statement shows a charge totaling more than ****** after all charges and refunds then please bring the statement in and we will correct it but our system shows that the totals were correct. Hopefully this explains the process after the confusion. Once again we apologize for any inconvenience.  

  Customer response

  08/20/2022

   
  Complaint: 17724302
  
  I am rejecting this response because: I was charged a 20% restocking fee not 15% like they say.I was only suppose to be charged the restocking fee and that was it.I paid the delivery and I should of been refunded that total amount of the merchandise and delivery,in the invoice it doesn't say about not returning the delivery fee.This assistant manager charged me the first time ***** and got close to my ear and said to me that's all I'm gonna charge you we all need help. That's not a proper way to speak to a client.When I left he called me back and told me that the transaction didn't go thru so he re did the paperwork and charged me $148.00.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/25/2022

  Once again we apologize for any inconvenience. The total that was supposed to be charged to you was ****** after all charges and credits which was a 15% restocking fee for the item that was returned with a retail amount of ****** plus tax totaling $64.48 and the original delivery charge of $69.95. If you were not charged this amount then please bring in the charge and credits on your statements and we can review it and refund any difference owed to you.  Unfortunately we cannot fix this without you coming into the store with the information and the card to apply any addition credit to you, if owed. Please go into the store location to get this addressed. Thank you 

  Customer response

  08/26/2022

   
  Complaint: 17724302
  
  I am rejecting this response because: I was not charged $134.32,I was charged 175.00.They need to send me a check for the difference to my home address.I don't want to go to that store ever again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made it clear I want no contact with anyone in this location and have pleaded with customer service to move my account over to Florida City. I went into this location in April or May, and was asked to pay because their system didn't show my payment was made the day before, and they were the lady, Silvia didn't remember I paid the day before but remembered a lamp I wanted from a year prior. I have since been dealing with Florida City and even before then, never made a payment later than the 14th. Yet they feel the need to show up at my home at 8:44 pm on a Monday, to ask for a payment that was already made today at 5:30 pm and they failed to check the system. I don't want to deal with the people at this location as they are borderline harassing me. I told them to stop calling me, considering I've never been late & they start showing up at my house. The address on file is my place of work, and they are messing with my money in more ways than one. I will always pay before the 14th.

  

  Business response

  10/28/2021

  Business Response /* (1000, 6, 2021/10/13) */ I called the consumer on both numbers we have for her on 10/13/21 @ 10:00 am and did not get a answer on either number. I left a message on both numbers with my direct contact info for consumer to call me back to discuss the issue. Business Response /* (1000, 8, 2021/10/13) */ Consumer called me @ 12:35 pm on 10/13/21 and we discussed the issues she is having with the store. I told her I will re-assign her account to the location she requested and she will have no more issues. I also told her to keep my number in case she needs to reach me for any future concerns. She stated she is now satisfied and will notify BBB and close the complaint.

*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. ↩