Complaints

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

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent $10,000 on a reclining sectional that within a couple of days stopped working. Called customer service and they came and said they would order the parts. This was in early June 2022 and I am still waiting. I have called many times and when I do get through they say the part wasnt ordered then it was ordered then it wasnt. I am told they will call me back but dont. I ended up going to the store they said all they can do is send an email to customer service. THEIR OWN CUSTOMER SERVICE DEPARTMENT!!! Of course, I never heard from customer service or the person I spoke to at the store. Dont know whether it would be best to consult an attorney.

  Business Response

  Date: 10/28/2022

  ********************** PURCHASED A NATUZZI SECTIONAL FOR BAER'S FURNITURE IN JUNE 2022. A SERVICE REQUEST WAS CREATED IN JULY SAYING THE POWER WAS NOT WORKING PROPERLY. FAST FURNITURE WENT OUT IN JULY AND PREFORMED ELECTRICAL TEST WITH DUMMY ADAPTOR. DURING THE **** OF SERVICE, ELECTRONICS FUNCTIONED AS THEY SHOULD SO THE SERVICE WAS CLOSED AS COMPLETE.

  I HAVE SPOKEN TO THE CUSTOMER AND THEY ARE STILL HAVING PROBLEMS SO WE ARE ORDERING 2 MOTORS WHICH WE WILL INSTALL WHEN THEY COME IN. AT THAT **** WE WILL ALSO LOOK AT THE PIECES AS ********************** SAYS THET SQUEAK.

  THANK YOU

  Business Response

  Date: 01/05/2023

  ********************** WAS SUPPOSED TO HAVE 2 ADAPTERS ORDERED FROM NATUZZI. WE ORDERED 2 BUT THE FACTORY ONLY SENT ONE. THE 2ND ONE HAS BEEN ORDERED UNDER OC # ********** AND SHOULD ARRIVE BY MID JANUARY.

   

  ONCE IT ARRIVES BAER'S WILL SET UP A SERVICE TECHNICIAN TO GO OUT AND INSTALL.

  OUR APOLOGIES AS THIS NEVER SHOULD HAVE HAPPENED.

   

   

  REGARDS

   

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a curata round table from Baers by phone order. Need a replacement or repair due to damage that would fall under my extended warranty that came with the purchase. However, when entering the claim, it showed that my warranty plan was never issued on their end. I have an invoice showing a 5 yr protection plan. *** called and emailed multiple times, even spoke with a regional or general manager and have yet to get this resolved or for the correct person to contact me back. It is disappointing that the person who sold it is non responsive when his coworker told me she would email him and call him to have him reach back out to me. I get that their error is causing confusion and more work but they need to honor what they sold to the customer.

  Business Response

  Date: 10/13/2022

  THE SALE ORDER IN OUR SYSTEM DOES NOT AHOW WHERE THE ******* POLICY WAS EVER PURCHASED BUT I DO SEE IT ON THE WRITTEN DOCUMENT. I AM GOING TO LOOK INTO THIS AND I WILL CALL ********************** TO DISCUSS WITH HER .

   

  THANK YOU

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18201919
  
  I am rejecting this response because: there is no resolution at this time.  The written invoice from *********************** at Baers shows a line item of a 5yr service plan and the whole problem is that it was not entered into their system for it to be utilized.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/17/2022

  WE ARE WORKING ON GETTING THIS CORRECTED.

   

  THANK YOU

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18201919
  
  I am rejecting this response because: theres no result. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a bed delivered from this company a few weeks ago and the bed didn't come with the necessary hardware in order to put it together. They told me they would return the next day to finish. No call and no show. I call a week later and am told they will call me back. No call back. I've called 2 managers at this location and my original sales person, all saying they would call me back and nothing. I even called the corporate office and same result. This company is a slimey, shadey bunch of unprofessional individuals who thinks they can just charge you top dollar for furniture and scam you out of it. The fact that all these people are dodging me all the way up to corporate should tell you everything you need to know about them. Do yourself a favor and take your business elsewhere. I've never experienced this with any furniture company in all my years.

  Business Response

  Date: 10/07/2022

  I SPOKE TO **************** YESTERDAY AND TOLD HIME I WOULD LOOK INTO THIS AND GET BACK TO HIM. I OFFERED A SINCERE APOLOGY FOR THIS SITUATION EVEN HAPPENEING.

   

  AFTER LOOKING IN TO THIS A SERVICE IS SCHEDULED FOR SATURDAY OCTOBER 8, 2022 TO DELIVER AND INSTALL THE HARDWARE NECESSARY AND SET UP THE BED.

  BAER'S FURNITURE WILL BE REFUNDING THE $99.00 DELIVERY FEE THAT ORIGINALLY PAID AS A COURTESY.

   

  THANK YOU

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I spent thousands of dollars furnishing our new home in ************ with furniture from Baer's Furniture in ************. We wanted to shop local and invest in the community in which we live. Unfortunately, with the exception of our design consultant, we are beyond disappointed with how we have been treated throughout this whole process by Baer's Furniture. Our leather sofa, console, and dining table were delivered on August 12th. When the delivery truck arrived, they only had 2 pieces of our 3 piece couch. The ** console was also damaged during delivery. We were told the 3rd piece would be delivered the next day. When the 3rd piece was delivered, it was obvious that the pieces did not match up and we complained. Baer's indicated a service technician would come out to take care of the issue and the damage to the console but the next available time wasn't until August 30th. I was encouraged when our service technician arrived on August 30th and confirmed that he would recommend our furniture be replaced. This was not our request, but his recommendation. He said it would take a couple of weeks to file his report but someone would get back with us. After 3 weeks and several unanswered voicemails, I finally reached a customer service agent on 9/29 who informed me that my ticket was closed and no further action would be taken. I then left a voicemail for ***************************** with no return call.Since this time, I have sent multiple emails just attempting to get someone to respond to no avail. I'm not asking for a lot, just that the furniture I ordered be delivered undamaged and setup correctly. Please see the attached pictures for details of the issue. If the furniture cannot be setup correctly or replaced, I want to return the product for a full refund.

  Business Response

  Date: 10/12/2022

  BAERS FURNITURE HAS AGREED TO EXCHANGE THE 3 PIECE SECTIONAL AND THE PROPER PAPERWORK HAS BEEN ENTERED INTO OUR STSTEM. THE ***** ARE IN STOCK AT THE MOMENT AND NOTES SAY THAT ****************** WAS TELEPHONED BUT THERE WAS NO ANSWER SO A MESSAGE WAS LEFT.

   

  THANK YOU

  Customer Answer

  Date: 10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm that they have agreed to replace the sofa but no further action has been taken as of yet.  I'm okay with this response as long as they follow-through on their commitment.  I won't consider this fully resolved until the new sofa has been received and accepted.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 13, 2022, I accepted delivery of a dining room table and 6 chairs from the West ********* location. The table had surface imperfections and was told that if I accepted delivery, someone would come and repair it. After accepting delivery, no one called although I was told I would get a call within 3 to 5 business days. On August 30, I went to the store, spoke to the ***** (sales person) and someone at the office who said someone would call me. On September 1, I called and left a voice mail message. I followed up leaving voice mail messages on September 6 and September 12. So far, no return calls. They have not lived up to their commitment of repairing the table which was noted when it was delivered. Requesting that the repair be done or that a credit be issued for the imperfections.

  Business Response

  Date: 09/29/2022

  A SERVICE TICKET WAS SENT TO OUR ******* OUTSIDE SERVICE COMPNAY. I HAVE INQUIRES AS TO WHETHER HE HAS IT AND WHEN IT CAN BE SCHEDULED.

   

  UNFIRTUNATELY WITH HURRICANE *** HITTING THIS WEEK I AM NOT ABLE TO SPEAK TO HIM AT THE MOMENT.

   

  I SENT A EMAIL INQUIRING AND WILL CONTACT THE CUSTOMER

   

  THANK YOU

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18025251
  
  I am rejecting this response because: I have not received anything (email, call, text) from Baer's or their subcontractor.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/07/2022

  I CONTACTED MY OUTSIDE REPAIR COMPASNY ANDTHEY WERE GOING TO CALL ************** ON EITH OCTOBER 4 OR 5 TO SET UP A SERVICE DATE.

   

   

  I AM WAITING FOR A REPLY

   

   

  THANK YOU

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a white sectional sofa in March 2023. When it was delivered a few cushions were dirty. The delivery person set up for a service tech to come and take a look. The service tech came on Apr. 4 and cleaned 2 cushions, but the other 2 would not come clean. He stated that 2 new cushion covers would need to be ordered and would take approx. 8 weeks. We have called customer service for months ....they are very rude and always stated that they will check the status and call us back. I have never received a call back. 3 weeks ago I went into the store (******) and spoke with the new manager *****************************...again someone took the info and stated she would call me back. I AGAIN never received a call and had to call her back (on her personal cell) and again stated she would look into it. NOTHING....................5 months and no call back and no cushion covers. We paid full price for a sofa with dirty/spotted cushions and **** will not call back or even look into where the cover are. Very, very poor customer service.

  Business Response

  Date: 09/14/2022

  I HAVE SPOKEN TO ******************** AND TOLD HIM THE CASINGS ARE DUE IN THE END OF SEPTEMBER. i WILL MONITOR THIS SERVICE AND CONTACT HIM WHEN THEY ARRIVE TO SET UP A DEL/INSTALL.

   

  HE WAS VERY HAPPY I C ALLED AND IS GOING TO LEAVE THIS OPEN UNTIL IT IS RESOLVED.  I APOLOGIZED FOR THE NON COMMUNICATION.

   

  REGARDS

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a Natuzzi Living Room Set on 1/17/2019 from this store in **************, **. The total cost was $5250.71 which included a furniture service plan for $379.95. The plan was for 5 Years of Protection. Additionally, the store included a "gift" kit of fabric and leather cleaners. Fast-forward to the beginning of August 2022 where I noticed some blood on the back rest of our couch. I then got out the kit and, following the directions on the bottle, used one of the cleaners to remove the stain. Unfortunately, it started to remove the finish from the leather. The next day I went to the store with my reciept and protection certificate. The desk clerk told me that I had to call the company on the certificate. I did so the same day and was told that they did not have me in the system and I need to contact the store. I called the store and they took down all of my information and was assured that it would be taken care of. I heard nothing back so I called the store and spoke to **** who again got my info and said she would email the Uniters Pure Furniture ******************** and I would hear back in ***** hours. That never happened. After a series of my additional phone calls, I would be promised some action and again not receive any, I told **** of my frustration and how I would be contacting the BBB if I did not hear from someone soon. That was on 8/19 and today is 8/26 and still not even a response from anyone, I am out of patience. As you can see, I have done everything I can to resolve this issue and have received nothing but silence. Therefore, I am requesting your help. Please see attached documentation of proof of purchase of the service plan and a receipt for the original purchase. Thank you in advance.

  Business Response

  Date: 09/14/2022

  I HAVE REACHED OUT TO **************** AND AM CONTACTING ******* (THE ACCIDENT PLAN COMPANY) REGARDING HIS ACCOUNT. I  HAVE GIVEN HIME MY CONTACT INFORMATION AND WILL GET BACK TO HIM WHEN I RECEIVE A REPLY AS TO HOW WE WILL MOVE FORWARD.

   

  THANK YOU

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17789036
  
  I am rejecting this response because:  although I am happy that Baer's did contact me, I am awaiting results.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/26/2022

  I HAVE SPOKEN TO THE CUSTOMER AND HE IS WAITING TO HEAR BACK FROM ******* , I WILL BE FOLLOWING UP LATER THIS WEEK

   

   

  THANK YOU

   

   

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17789036
  
  I am rejecting this response because:  although this response is indeed true, the issue has yet to be resolved
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/07/2022

  I *HE*KED WITH THE A**IDENT PLAN *OMPANY , ******* AND A SERVI*E DATE HAS BEEN SET FOR 10/11/22. I WILL WAIT TO SEE THE OUT*OME OF THE * ALL.

   

   

  THANK YOU

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/14/22, I purchased a Dinning room table from Baer's Furniture store in ********, **. it did not have chairs that went with the table. with the salesperson **** I picked out and purchased 6 chairs which **** said would go with the table. The chairs were a seperate purchase and totaled $5472.85.. I was told they could be returned. The table and chairs were delivered on 7/28/22 and they set up the table and chairs. They looked fine setting at the table and I signed for the delivery. Once the delivery people left I began to look over the set and found that the chairs were at the table but were not pushed under the table as they were too wide and would not fit between the legs of the table. I immediately called **** and told him I wanted to return the chairs and could he arrange for pick up and credit to my charge card. He told me he would take care of it. I did not hear from Baer's for 2 days and called again. **** told me he was working on it but they had to have a truck coming to my area before they could arrange pick up. Again I did not hear anything and called again **** was not in and a clerk told me **** was new and did not know how to do a return so she would get with him on Wed. and get a pick up assigned and a credit to my card. I did not hear again and have since then made at least 7 calls to the store and spoke with various people one who said they would do the pick up on Wed. 8/10. I called on 8/9 to get an approx. time of pick up and was told there was no order for a pick up. I then spoke with ****** at 4:50 p.m. and was told they would not give me a refund of my money that I would get a store credit to pick something else out. I told her to credit card and was told she would talk to **** the Store Manager. Today **** called and advised that they do not refund money only Store credits. I was not told this at the time of purchase or I would not have not purchased for them. This is not a buyers remorse, the chairs do not fit.

  Business Response

  Date: 08/15/2022

  ************** HAS AGREED TO A 20% RESTOCKING FEE AND WSE WILL PICKUP THE MERCHANDISE AND ISSUE A REFUND.

   

  THANK YOU

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 21, 2021 I purchased a dining room set and paid $4000.00 as a down payment. The set is to be delivered in April 2022. This didn't happen. Every week I have been given many different dates. I have been told that the set is on the truck and will be here each Friday last date was July 15 and again the date is changed to July 26. 9 months is to long and the lies are to much.

  Business Response

  Date: 07/28/2022

  THE DELIVERY FEE WAS WAIVED BY THE STORE MAANGER

   

   

  THANK YOU

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17629818
  
  I am rejecting this offer because: That this offer of the devivery charge of $149.00 was given in response to a June deadline that was missed. There needs to be a more honest offer for the long string of misleading information on the delivery dates from April thu July. This dinning room set was purchase in November 2021 for delivery on April 2022. Each of the four months that we inquired about the delivery we were told the same story. The furniture in on the truck and will be at the store in 4 to 5 days. Each month pass with the same misleading info. We were told the furniture was been built in **************, but the manager *********************** told us the furniture was in a sea port and again will be delivered on July 26, 2022. Where is the eight chairs and dinning room table we ordered in November 2021?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/04/2022

  OUR *************** MANAGER HAS TRIED TO CONTACT ************** TO DISCUSS HIS FURNITURE. TO MY KNOWLEDGE HE HAS NOT RETURNED OUR CALLS. **************** WAS OFFERING HIS DELIVERY BACK PLUS $500.00 ON THE ****** AT THIS TIME HE IS WILLING TO GIVE AN ADDITIONA;L $200.00 OFF.

  IF THIS  AGREEABLE THEN THE BALANCE WOULD NEED TO BE PAID PRIOR TO DELIVERY WHICH IS OUR POLICY.

   

  I WOULD BE MORE THAN HAPPY TO SPEAK TO HIM IF HE WOULD LIKE. MY NUMBER IS *******************

   

  *******************

  CUSTOMER RELATIONS MANAGER

   

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17629818
  
  I am rejecting this response because: I have been waiting since April of 2022 and Baers could not explain to me where the furniture was. They had no idea as to the location of the furniture and I am not about to give them more money when they cannot give me a firm delivery date. I explained to Baers that if they deliver the furniture I would have a cashiers check for them on the same time as the furniture is delivered to my home. I do not trust the company and what they say, so  deliver the furniture and they get paid the same time. I have been mislead since April of 2022 which was the delivery date and the location of this furniture and I am not about to give them more money in advance of receiving this furniture.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/06/2022

  I HAVE SPOKEN TO ************** AND WE WILL BE SCHEDULING THE DELIVERY FOR ONE DAY NEXT WEEK. THE BALANCE OWED WILL BE $2105.15 WHICH I HAVE TROLD HIM AND HE IS GOING TO LOOK AT HIS RECORDS AND CALL ME BACK AND WE WILL SCHEDULE THE DATE.

   

  HE WILL BE GIVING OUR DRIVERS A CERTIFIED CHECK AT THE **** OF DELIVERY.

   

  I WILL NOTIFY YOU WHEN THE DELIVERY IS COMPLETE

   

  THANK YOU

• Initial Complaint

  Date:07/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased at the company twice within the same year spending around $50,000. The 2nd purchase arrived with some defects where technician **** was sent to correct, which he did. We also showed him the back cushions to our couch that he stated had a manufacturing defect as they were flat. He submitted a ticket to replace the back cushions upon his repair visit shortly after the furniture was delivered. We have the receipts and were under manufacture's warranty. On 3/8/22, 4/5/22, 5/14/22, and 6/9/22, I followed up with Baers to which ***** replied he thought it was taken care of. We informed the store manager at least twice. We still have flat back cushions on our Lexington couch. They did call once but the voicemail has no purpose. When calling them back we just get a voicemail system to which no one returns our calls. Baers needs to replace our back cushions as promised under written contract. We will upload receipts and even had contact with the technician who remembers the case vividly if replacements are not here in a timely manner.

  Business Response

  Date: 07/11/2022

  *************************** HAS A SERVICE SCDEULED FOR 7/19/22 TO INSTALL THE NEW CORES FROM ********* FURNITURE

   

   

  THANK YOU

   

   

   

  Customer Answer

  Date: 07/11/2022

   
  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 once complete. 
  
  Sincerely,
  
  ***************************