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:03/19/2024

  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.

  Wasn't able to see the bedroom furniture they had advertised online. When it was delivered, it was not what was pictured on the website. The finish looked different and the height of the dresser is not standard height, it's much higher, similar to a chest of drawers. I called them and let them know I was unhappy with it and just wanted to see if I could exchange it for something that better suited my needs. They completely refused to exchange it. So, now I am left with a bedroom set I don't want. Will never buy from here again!! I feel completely swindled.

  Business Response

  Date: 04/01/2024

  ******* selected her bedroom set on line.  When ordering a product on line it can be difficult to know the exact color shade of an item do to camera lighting etc.  The measurements of the ***************************** selected are shown on the screen ******* used select her bedroom set.  ******* received the exact items she ordered.  We do have 100% of bedroom options on display.  In the interest of customer service, ******* did come to the shorwoom and made a new selection.  Her new bedroom set was delivered with no issues and her original bedroom set was returned.  We do appreciate your business and glad you are enjoying your furniture.

• 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 purchased furniture for my new apartment on May 5th, 2022 for the amount of $5,950. At the time of purchase, I was told that they would require 4-8 weeks for delivery. No problem, I would be out of state for the remainder of the month. After 8 weeks, the company had not called, so I called them for an update on my delivery. They told me that it would require another 2 weeks. Fine. I called them every 2 weeks following until approximately September 1st, in which they told me my order was again delayed 2 more weeks. I had accepted partial deliveries at the time, as I was quite mad that I had lived here for so long with no furniture. When my first delivery arrived, they had given me the wrong size rug. I sent it back with the delivery driver. Upon calling them the next day to get that sorted, I was told that they do not sell **** rugs in the size I ordered, and had even said to me "I have explained this to ***** (salesman) multiple times, the **** rugs are not sold in the largest size. Upon asking for a refund, they lied and told me I was only charged $249 for the rug that had been advertised to me at ~$499. I had to call 2 more days in a row until they gave me the full amount of ~$499 back. During my September 1st phone call with them, they told me that they would have my final shipment in by the 3rd week in September. Again, when I called they told me it was delayed.At this point, I have half of a living room set and a partial bedframe. These items were ordered as a set to match, and I had told them that if my items were not delivered by the 3rd week of September, that they are to take all the partial deliveries back and return my money to me. These people should not be in business. They consistently lie to their customers about when to expect items, their warehouse is disorganized, and they are often unable to pay their contractors. Speaking with one of the delivery drivers, they had stated that a ****** off customer coming in screaming was a normal day here

  Business Response

  Date: 10/21/2022

  We do apologize for the manufacturer delay on a few of the customers items.  At the time of sale,we did mention we had 1,000s of items in stock but the customer chose to order ******************** instead.  We advised that the manufacturer estimated 4-6 weeks on most order and have done so since covid.  This was agreeable to the customer.

  
  When some of the customers items were delayed; we delivered the items that arrived rather than waiting for one delivery (which is what the customer paid for).  We promised to deliver the rest when it arrived at our cost as a customer service gesture.

  
  When their items arrived, we contacted the customer and delivered the remaining items to them. We do apologize for the manufacture delays but we are happy that you now have all your items in your home.  We thank you for your patience.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18174107
  
  I am rejecting this response because:
  

  Reading through the company's BBB complaints, they continue to avoid accepting responsibility for their unethical sales tactics and instead attempt to place the blame on customers or anyone other than themselves.

  While I now have all my furniture, it does not change the fact that this company's business and customer service practices are unacceptable. I should not have had to contact them as often as I did, and should not have been belittled when attempting to come to a meaningful resolution with them.

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

• Initial Complaint

  Date:07/14/2022

  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.

  March 2nd, 2020 I was 9 months pregnant and went into the super center to purchase a bedroom set. I found. One that I liked, talked to a sales agent and started the purchasing process. a few weeks later the bedset was delivered, while being delivered and set up the delivery guys noticed that the dresser mirror door mirror was broken. It was after hours so he was like take a picture and call them tomorrow and they send someone out to fix it. I did just that and they indeed did send our Ken the Repair man a few weeks later to fix the issue. However once he got there he didn't have the correct part so he had to reschedule for another day. We did just that, he came out 2 more times totally out to 3 very wasteful appointments. From there here was like okay I'm just going to have to make sure the correct part is sent in. Never heard back from him instead the Mattress center called and told me to come get the part, I did got home and it was the same issue as Ken it was the wrong part. So from there they told me to bring it back and they'll request the new and correct part. This went on for years they tell me they have the part I go and it's the wrong part so I got to the point where I was like open it and see they told me they couldn't I'd have to come in and open it myself so again I'm driving out of my way and wasting my time for the inconvenience and incorrect part. I've spoken with Joe, Teresa, Melissa, and one other male manager whose name I don't recall. This has been going on for over 2 years and they love doing call avoidance they pick up ask my name put me on hold and leave me there or come back and tell me they person I'm calling for isn't available -and they can't help since another. Person is already on it. I have my bank statements showing the purchase and everything. I have so much more but I don't have the space to continue typing. My bank can't do anything because it's been too long. I just want this corrected. I didn't pay for damaged goods.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 11, 2022/08/08) */ We do apologize for the issue you had with the manufacturer warranty on your item. The issue is one of the mirrored doors on your dresser has a damaged mirror glass. We do assist customers with any warranty issues they may have but the manufacturer is whom offers the warranties. The manufacturer has determined since it is a part, they would not replace the entire piece and therefore, we can only do as the manufacturer allows. The technician made several visits (which we paid for) to try to resolve the issue; but the manufacturer sent him the wrong parts several times. Once we were made aware that the manufacturer was not shipping the correct part, we have tried to communicate with the manufacturer by sending pictures and descriptions. We have referred this issue to the manufacturer again and stressed the need for a resolution. We have additionally offered to send a technician out to remove the door and take it to a local glass company, replace the glass and return to install the dresser door once complete. We have also offered to pay the customer $200 to take the door to a glass company themselves; which the glass would be approximately $35 and the remainder the customer can keep for any inconvenience. We were surprised to see a complaint filed against our company when her issue is a manufacturer warranty issue that we were simply assisting her with. Consumer Response /* (3000, 13, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is super funny you all are surprised to see the complaint I made with the BBB after only contacting you all over TWO YEARS NOW not getting anywhere or no really help after the initial repairs Ken was sent out to do but couldn't. You don't understand why I made a complaint when my dresser mirror combo was delivered damaged?? I didn't buy from the manufacturer nor did they deliver the bed so why would I contact them. Nice was to try and deflect the situation on to someone else. Further more you all just now tried being helpful once I contacted the BBB talk abt shady trying to cover your *****. Like I've stated in emails with Melissa and Robin I SPENT WELL OVER $200 driving to and from that location on multiple occasions which was always a waste of my time. I will not accept $200 like I told you all. I want my dresser/mirror retuned and also fixed for the major inconvenience that it's caused me and is still causing me due to the fact that I work and when you want to sent some one to take apart my door I'm not able to so. This situation has stressed me out since April of 2020, I've had damaged furniture in my home since 2020, this hasn't been a good experience especially since I'm the one literally making every move to ensure that my dresser/mirror combo that purchased was delivered, not broke in my home due to me but DELIVERED DAMAGED. You all have to do better telling me in am email oh the repairs cost only $35 but we'll refund you $200, I think not. I want my item repaired and fully refunded for the mental exhaustion this entire situation has caused me. Have a great day nice way to try and deflect to make it seem like you all were more than willing but I have TWO YEARS OF Receipts to prove other wise. Thanks for the response but you have the wrong customer to try and get over on. Have a great day.