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Business Profile

Furniture Stores

Towne & Country Furniture & Appliances

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Answered
    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 two stand alone recliners and a sofa. A few months after purchase the couch and one recliner had no support. With COVID manager Donna refused to do anything. After months of calls she agreed to have their company come out and examine furniture. Once he came out he stated that the chairs needed to be at minimum re-stuffed. At that point Donna refused to pay for the furniture to be re-stuffed or replaced she drug out the process so it was just outside the one year warranty. Now that the furniture is only 2 years old it is unbearable to sit in. I have called the store Friday 08/12/2022 spoke with Sandy she found the furnature order and was to email but never did. I called back Monday morning 8/15/2022 spoke to Leslie she said she could not find my orders. Then claimed found one, the two recliners, and asked if she could text me picture of invoice I said yes. She decide that since she could not find sofa that I needed to speak to Kristen and refused to send me the first invoice she did find. Kristen never called, I called later and Daisy said a Donna would be calling me. All i have asked for is copy of invoice to attach for here. The furniture is a little over two years old and there is no support or cushion. I would like for them to be replaced or re-stuffed like they should have been months ago.

    Customer Answer

    Date: 08/19/2022

    I have spoken to Expert Furniture and Southern Motion. Both parties informed me that my sofa and recliner have a five year manufacturing warranty on the padding and that it is the supplier, Town and Country, to resolve the issue. Town and Country says it’s not their problem, Kristen the manager told me that. This has been going on for five years. They claim they have not heard anything from BBB. I would greatly appreciate some help with this so this can be resolved. They need to have furniture re stuffed with higher quality stuffing or send me a check for a full refund.

    This company has done nothing for two years and I would like this done so this can be in the past and I never have to deal with them again.

    Thank you,
    ****** *******.

    Business Response

    Date: 08/26/2022

    Sorry for the delay in this, I have been out of town.

    Attached is the report/invoice from Expert Furniture regarding **** ******** sofa.  The sofa was serviced on October 12th, 2020.


    "In Home inspection- per Expert Furniture Service, the sofa has no manufacture defects resulting in padding issues at this time there is no repair that can be attempted ***PER TECH NOTES*** The customer does not thing the sofa is a comfortable as her recliners."


    Per the inspection there was no manufacture defect found, therefore no repairs were required. 

Towne & Country Furniture & Appliances is NOT a BBB Accredited Business.

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