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:05/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 3-piece leather furniture set in June 2024, along with a furniture protection plan for $255.00. The invoice is attached along with the protection plan. The salesperson informed me that the protection plan would cover any stains listed in the brochure. In February, I noticed jeans stains on the furniture. I immediately notified the company, and a technician was sent out to assess the damage and take pictures on March 11, 2025. I filed a claim that was denied, then attempted to file a claim with the protection plan, which also denied my claim. If we had known the furniture was not covered, we would not have purchased the furniture or the protection plan. Therefore, I am requesting store credit, a replacement, or the cost of repairs. We are senior citizens and felt we were taken advantage of.

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair 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 a Westgate table top and base from Georgia Furniture Mart on January 2, 2024 and about a week later the table started to separate. We returned the table top in exchange for another top. Then in July I called informing them that the tabletop had started separating again and was told to contact the extended warranty for the repairs. When I talked with the warranty company they informed me it did not cover wood. So the warranty we purchased serve no purpose for the furniture we purchased. I reached back out to the furniture company and they called the manufacturer and they wanted us to wait until a quarter would fit in the slot. I reached back out to them January due to the table separating even more and the asked for pictures of the table. I never received a response so we went to the store and they promised they would help but never gave any correspondence. So basically their response was the vendor request came back as denied and my 1 year warranty had expired so they wouldnt be able to move forward.

  Business Response

  Date: 06/12/2025

  We sincerely apologize for the inconvenience you've experienced regarding your warranty claim. After thoroughly reviewing the matter, we regret to inform you that the manufacturer has denied the claim, which prevents us from proceeding with a replacement through the warranty process.
  
  That said, we would still like to offer a courtesy resolution. As a gesture of goodwill, we are providing you with a one-time reselection credit in the amount of $427.50, which can be used toward a new table of your choice. You may keep the current table in your home or dispose of it at your discretion.
  
  Please note that this credit is valid for 30 days from the date of this notice. (6-12-25)
  
  We invite you to visit our showroom at your convenience to make your reselection. If you have any questions or need assistance during the process, feel free to contact us. We appreciate your business and hope this solution is helpful.

  Customer Answer

  Date: 06/13/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/11/2025

  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.

  My family and I went to the establishment and purchased over $20,000 worth of furniture. I purchased a fireplace TV stand. They came out to deliver but damaged the TV stand. I called the very same day sent pictures and got the runaround up until this point. Every time I called they transferred me 3 or 4 times to somebody that says they dont know what to do or cant help me or the person I need to speak with is unavailable. My mom also had issues with her furniture. She just got her furniture delivered last month 1/25 although we paid for it back In July/2024. But had the furniture delivered at a later date. We called two weeks ago to explain all the damages. The pictures been sent of all this and they had someone come out on Monday of last week Delivered the furniture only to take the TV stand apart and then proceed to say they didnt have the correct new one and took it . They left nails tools and the TV stand that was already here in pieces all over my floor, trash all over my furniture. I did call sent videos and pictures of everything that the service man left. I have called numerous times only to get shifted around. I dont know how many people I have sent videos and pictures too. I keep getting shifted only to be told they cant do anything for me. They cant give my money back and the TV stand fireplace that I spent Almost $1000 for is in my living room in pieces its not even put together.

  Business Response

  Date: 03/14/2025

  The driver disassembled the TV stand in the home, which was in good condition. The customer requested that the fireplace insert be installed from the front side of the stand, rather than using the factory-marked cutout in the back, as was originally designed. The driver was unable to accommodate this request, as the installation instructions specify using the back cutout. Additionally, it may not be safe to install the insert without removing the back due to potential ventilation concerns related to the heat generated by the fireplace insert.
  The driver did not re-install the unit into the TV stand, assuming that another team member could address the customer's preference. The perforated panel is not intended to be re-installed once cut. Please refer to the attached factory instructions for further details. We are more than willing to send a team out to insert the fireplace, according to manufacturer standards. 

  We have Tuesday-Saturday available next week. Which day would you prefer?

• Initial Complaint

  Date:02/06/2025

  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.

  Date of Purchase3/8/23, at 7:46 PMPaid: $2,647.82 Protection Plan: Purchased with ProtectAll, which was a key factor in my decision to buy from this company Aug 20, 2023: Sofa was damaged, and I filed a claim with ProtectAll (Claim #******). Claim Status: ProtectAll accepted the claim and attempted to coordinate with GFM to obtain the necessary repair parts.Oct 3, 2023: Called ProtectAll for an update. They were still waiting for GFM to provide availability for the part. Late 2023 Early 2024: Made multiple follow-ups with ProtectAll; they confirmed they were still waiting for GFM to respond. Dec 11, 2024: Called ProtectAll again. They confirmed they had sent multiple communications to GFM but had not received a response. They reiterated via email that if the part was unavailable, the sofa would be replaced, but GFM had to confirm. Dec 20, 2024: Called ProtectAllstill no response from GFM. I then called GFM directly and spoke to ******, who claimed it was the first she was hearing of the issue. She said she needed to check with ******, who handles ProtectAll claims, and would call me back. She also mentioned the sofa had been discontinued. She never called me back.Dec 23, 2024: Called GFM againJoanne was out sick. I was told to expect a callback on Dec 24, but no call was received.Dec 26, 2024: Spoke with ******, who said they would contact the manufacturer for the part. No further communication followed.Jan 31, 2025: Called GFM again. ****** was unavailable-I spoke with ****-****** was busy. I requested a callback, but I did not receive one.Requested Resolution:This claim has been open for over a year, with no resolution despite my repeated follow-ups. GFM has failed to respond to ProtectAll or provide any action toward repairing or replacing my damaged sofa. I'm formally requesting a full refund of $2,647.82, and GFM can arrange to pick up the furniture. If this matter is not resolved promptly, I will be left with no choice but to escalate my complaint further.

  Business Response

  Date: 02/07/2025

  We sincerely apologize for the delay in addressing your request. We were waiting on a response from the vendor to proceed further.
  GBS has canceled your parts order as the set has been discontinued by both the store and the vendor. At this time, you are waiting for GBS to approve a full replacement for the item you made a claim on, which will be processed through your extended protection plan. Our last communication from GBS was on :
  Feb 1, 2025, 1:23?PM (6 days ago)
  To follow up on your claim, we encourage you to contact GBS directly at ************, as we are waiting on GBS to approve a full replacement.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22910099
  
  I am rejecting this response because: 

  I made this purchase specifically because the warranty was offered, and this constitutes a breach of sale. I have already requested that the company pick up this merchandise, which was sold to me under false pretenses, as neither they nor their partners have fulfilled the warranty. My claim has been open since August 2023, yet no progress has been made in repairing or fixing my furniture. To this day, the company has not reached out to resolve the issue. ********** has stated that GA Furniture Mart does not respond to any of their requests. I called ***** at the ******** location on 12/20/24 to explain the situation. She said she would call back after speaking with ******, but she never did. I followed up on 12/23/24, but ***** was out sick. **** then assured me she would call the next day, but she never followed through. On 12/26/24, I spoke with ******, who said she would contact the manufacturer for parts, yet I never received an update. On 1/31/25, I called again and spoke to ****, as ***** and ****** were unavailable. I requested a callback from ******, but I have still not heard back from anyone. I want a full refund of $2,647.82, and they can take back the furniture.

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

  Business Response

  Date: 03/03/2025

  We were unable to move forward as parts were the only thing that was approved  by your extended protection. We have finally received the replacement paperwork from GBS. You have been approved to re-select on your: XX SH3216 POWER RECLINING SOFA. Please see the attached approval. You will need to come to the store to make a re-selection. Please keep in mind, the approval is only for the reclining sofa and transportation is not covered, so you will be responsible for any delivery fees. Once you make a new selection, we will schedule the return on the sofa, and new delivery of the new item. If you have any questions feel free to reach out.
  
  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22910099
  
  I am rejecting this response because:
  
  I appreciate your response, but this resolution is not acceptable. My original purchase was a matching loveseat and sofa set, and replacing only the sofa would leave me with a mismatched set. Additionally, the protection plan did not state that I would be responsible for delivery fees in the event of a replacement.
  
  Given the extended delays, lack of communication, and failure to provide a proper resolution, I am formally requesting a full refund of $2,647.82. I no longer wish to do business with Georgia Furniture Mart. Please arrange for the return of the furniture at no additional cost to me.
  
  
  I expect a prompt response regarding the refund process.
  
  
  Best regards,
  ******* *******
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/06/2025

  Thank you for reaching out. Please note that this replacement is part of a protection plan claim, and all approvals and denials are handled by GBS Protectall. For any additional inquiries or pieces, you'll need to contact them directly. Additionally, *** does not cover transportation costs. You can reach GBS Protectall at ************ for further assistance.
  
  If you have any other questions, feel free to let us know!

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22910099
  
  I am rejecting this response because:

  
  Thank you for your response. However, my purchase was made through Georgia Furniture Mart, and my contract for both the furniture and the protection plan was with your company. It is your responsibility to ensure that customers receive the service they were promised.
  
  This issue has been ongoing for over a year, with no resolution until I filed a complaint with the Better Business Bureau (BBB). Despite my repeated attempts to follow up, there was no action taken to resolve my claim until external pressure was applied. This delay is completely unacceptable.
  
  Additionally, I have a copy of the original ProtectAll terms and conditions, and nowhere does it state that I am responsible for delivery fees or replacement furniture costs. The replacement being offered is inadequate, as it only replaces part of my matching set while unfairly shifting additional costs onto me.
  
  Given the circumstances, I am formally requesting a full refund of $2,647.82. If this request is not honored, I will escalate this matter further with the Georgia *********************************************** the ************************ (***), and other relevant consumer protection agencies. Additionally, I will consider pursuing a claim in small claims court.
  
  Please confirm how you plan to process my refund. I expect a response by 5 business days.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/07/2025

  Dear ******** *******,

  
  Thank you for your message. We would like to clarify the terms regarding your request for a reselection, as outlined in GBS's service process (see attached).
  Per the terms and conditions, matching pieces are not covered, and the delivery fee is also not included by GBS, as it is a service provided directly by our store. As such, re-selections, exchanges, and returns are subject to a delivery fee, as per the conditions stated in the attached document.
  That said, we truly want to take care of you and provide a solution. While offering a reselection is not something we typically do, we are willing to extend this option for both the sofa and loveseat. We will issue a total credit of $2,135.72, which you can apply toward a new selection.
  Once youve selected your new products, the only costs you will incur are the delivery charge and any amount above the credit of $2,135.72. Please note that your new selection must be made and delivered within 6 months of GBS issuing the purchase order. Additionally, we will arrange to pick up the current items from your home at the same time as the new delivery.
  To avoid the delivery charge, you may also choose to return the products to our warehouse in **************. In this case, you would be responsible for transporting the items back to the warehouse.
  Please feel free to let us know how you would like to proceed, and we will be happy to assist you with the next steps.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22910099
  
  I am rejecting this response because:
  I appreciate your response, but I do not accept store credit as a resolution. My issue is not just about a replacementits about the year-long delay and Georgia Furniture Marts failure to respond to ProtectAll, which directly caused this situation.
  
  This company heavily promotes its protection plan as a selling point, using tactics like fake spilt glasses on couches to convince customers that accidents and spills are fully covered. That was a major reason I chose to purchase from Georgia Furniture Mart. However, in reality, I highly doubt that anyone actually gets their furniture repaired or replaced under this plan. My own experience has confirmed that the process is deliberately dragged out, with little to no communication, leaving customers frustrated and without a resolution.
  
  ProtectAll has confirmed in writing that they attempted to contact Georgia Furniture Mart numerous times over the past year and a half with no response. Your lack of action is the primary reason this claim remained unresolved for so long. If delivery fees are truly my responsibility, please provide the exact section in the ProtectAll terms and conditions that states this. I have reviewed the document myself and found no mention of delivery fees.
  
  A store credit is not a refund. I paid $2,647.82, and I expect my refund to be issued via a cashiers check or mailed check. I have completely lost faith in Georgia Furniture Mart and will never do business with your company again, so a store credit is of no use to me.
  
  I am more than willing to return the furniture to your Stone Mountain location in exchange for my full monetary refund.
  
  Because of the extreme delay and failure to communicate, I am formally requesting a full monetary refund of $2,647.82. If my refund is not processed, I will escalate my complaint to the Georgia *********************************************** the ************************ (***), and other consumer protection agencies. Additionally, I will consider pursuing a small claims court case to recover the full amount.
  
  Please confirm how you plan to proceed. I expect a response within 5 business days.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/11/2025

  Thank you for reaching out to us. We sincerely apologize for any inconvenience this may have caused. After reviewing your request, we regret to inform you that we are unable to accommodate a refund at this time. Your plan does not cover returns after 7-days. 
  
  We understand this may not be the response you were hoping for, and we appreciate your understanding in this matter. If you have any further questions or concerns, please dont hesitate to contact us.
  
  Thank you for your cooperation and continued support.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22910099
  
  I am rejecting this response because:
  Your response is unacceptable and fails to acknowledge the core issueGeorgia Furniture Marts breach of contract due to its failure to fulfill the protection plan agreement.
  
  Key Facts:
  1.I purchased a furniture protection plan with my sofa and loveseat, which was a major selling point for doing business with your company.
  2.I submitted a valid claim on 8/20/2023, which was approved by ProtectAll. However, ProtectAll has confirmed in writing that they attempted to contact Georgia Furniture Mart multiple times over the past year and a half with no response. Your failure to respond delayed and obstructed my claim, preventing a resolution.
  *****, after delaying my claim for over a year, you are offering me a store credit for less than what I paid, forcing me to spend more money with you.
  4.Your 7-day return policy is irrelevant because this is not a simple returnit is a warranty claim that you failed to honor.
  
  Breach of Contract:
  
  By selling me a protection plan and then failing to fulfill its terms due to your companys lack of response, Georgia Furniture Mart has breached its contractual obligation. A contract exists when a customer purchases a warranty plan in exchange for specific services. By failing to respond for over a year, you failed to provide the services promised under that agreement.
  
  Resolution Demand:
  
  I reject the store credit and demand a full monetary refund of $2,647.82 due to Georgia Furniture Marts contract violation and failure to properly handle my claim. I am willing to return the furniture to your Stone Mountain location in exchange for my full refund.
  
  
  Next Steps:
  
  If my refund is not processed, I will take the following actions:
  File a formal complaint for breach of contract with the Georgia Attorney Generals Consumer Protection Division
  Report this case to the ************************ (***) for deceptive business practices
  Pursue legal action in small claims court for breach of contract and failure to honor the protection plan agreement
  
  This is my final request before escalating the matter legally. I expect a written response within 5 business days confirming how you will proceed.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/13/2025

  We want to assure you that weve made every effort to address your concerns and provide a resolution that aligns with your needs. As part of our commitment to customer satisfaction, we extended the courtesy of offering a reselection, going beyond our usual policies in an attempt to take care of you.
  
  However, after thoroughly reviewing the situation, we regret to inform you that we are unable to accept a return at this time, as it falls outside of our established return policy.
  
  We truly appreciate your understanding in this matter, and we remain available to assist you with any other inquiries or support you may need.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22910099
  
  I am rejecting this response because:

  I appreciate your response, but after over a year of delays, lack of communication, and failure to resolve this issue in accordance with the terms of the protection plan, I can no longer accept your attempt to limit my options to a store credit and your attempt to force me to spend more money with your company.
  Since Georgia Furniture Mart has refused to issue a full refund despite failing to uphold its obligations, I will now be pursuing alternative methods to recover my funds, including:
  Filing a formal complaint with the Georgia ********************************************** for deceptive business practices and failure to honor the protection plan.
  Reporting this case to the ************************ (***) due to misleading advertising regarding your protection plan coverage.
  Consulting with my bank regarding a charge dispute based on breach of contract and failure to fulfill promised services.
  If my bank can not complete the chargeback, I will be pursuing legal action through small claims court to recover the full amount of my purchase.
  Posting detailed reviews on the Yelp, ******, and other consumer forums to warn others about my experience.
  Working with a well-known influencer in the area who is willing to share my story with their followers to warn potential customers about your business practices.
  I will also be sharing my experience on social media platforms and consumer advocacy sites, as I believe other potential customers deserve to know how ********************** handles these types of situations.
  If your company is willing to resolve this matter properly by issuing a full refund of $2,647.82 in a mutually agreeable payment method, I am more than willing to return the furniture to your Stone Mountain warehouse. Otherwise, I will move forward with the steps listed above.
  This will be my final attempt to resolve this matter directly. Please let me know how you wish to proceed.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 22910099
  
  I am rejecting this response because: 

  In August 2022, I purchased a matching leather power reclining sofa and loveseat from Georgia Furniture Mart totaling $2,647.82, along with an extended protection plan through GBS ProtectAll. In 2023, I filed a claim for damage covered under the plan. Despite GBS confirming that they contacted Georgia Furniture Mart multiple times over the course of a year and a half with no response, the claim remained unresolved. I have an email from *** confirming that the retailers failure to respond prevented them from processing my claim. I contacted Georgia Furniture Mart directly on December 20, 2024, and spoke with ******, who said, Why is this the first Im hearing of this? She said shed consult with ******, who handles warranty claims, and call me back. She did not. I followed up on December 23, but ****** was out sick. On December 24, I was told someone would call me the next day. No one did. On December 26, I finally spoke to ******, who said shed contact the manufacturer for parts. I heard nothing further. On January 31, 2025, I called again, but ****** was unavailable. I asked for a callback and never received one. Only after filing a BBB complaint did Georgia Furniture Mart offer a resolutiona store credit of $2,135.72, less than what I originally paid. They also stated I must pay delivery fees and any cost difference, despite my protection plan not stating this anywhere in its terms and conditions. I have reviewed the document thoroughly and found no language that puts this cost on the consumer. The GBS-issued purchase order only covers $599.40 for the sofa, leaving me with a mismatched set and no coverage for the loveseat. I believe this reflects an unfair and incomplete resolution. I have lost faith in this business. I do not want a store credit, nor do I want to continue dealing with Georgia Furniture Mart. I am willing to return the furniture to their ************** location in exchange for a full refund of $2,647.82, issued via check.

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

  Business Response

  Date: 05/16/2025

  We understand your concerns, and we truly regret that you remain dissatisfied. However, we must clarify that we have gone above and beyond both our standard policy and that of the protection company to ensure you were covered for both matching pieces.
  At this point, we have fulfilled our commitment to make things right.
  Please note that the product has been in your possession for two years, and our return policypreviously sharedclearly outlines a 7-day return window. Despite this, we extended support beyond what is typically offered.
  Your remaining option is to proceed with a reselect, as outlined previously. If you choose not to move forward with this option and allow the purchase order to expire, we will be unable to extend or reopen the claim.
  Thank you for your understanding.

• Initial Complaint

  Date:01/02/2025

  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.

  I purchased this unit on 10/22/2024. I have contacted Georgia Furniture Mart ******* times and I have been told by multiple people that my issue will be resolved and someone will call me back. No one has returned my calls. I have called them a total of 23 times from 11/09/2024 to today 1/02/2025. The arm of the couch wood cracked with minimal pressure from my elbow. The ***** **** is sinking in the middle in which it a representative inspector from the company came to inspect it on 12/23/2024. Today I was told again someone would call me and no one called to rectify the issue. This is a lot of money to pay for something that is damaged. And the ***** looks like it is from the showroom floor. It looks used. I had no intention of filing a complaint but the company has failed to provide the service quality, business ethics, and integrity that they so eagerly displayed when I made the pur****** Both of these damaged products happened on or around 11/09/2024. In the photos, the cup holder image 9545, 9543, and 9544 is not even set into the couch. The image 9542 shows the dip in the oversized ****** The chase also looks used, the fur is flat and does not match the rest of the sectional and ottoman. Image 8333 is the broken armrest. I have been given the run around sadly. I love the sectional but I do not like how I have been treated.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for any inconvenience and frustration youve encountered throughout this process. Your satisfaction is very important to us, and we truly value the opportunity to address your concerns.
  
  Regarding your concerns:
  
  *** Corner Chaise Exchange: We have completed the exchange for the *** Corner Chaise as requested. The chaise meets the manufacturers specifications, and the sinking you observed aligns with the design standards of the product. Additionally, the appearance of the fur is consistent with the materials used on our showroom models.
  
  Cupholders: The cupholders in the unit have also been inspected and verified to meet the manufacturers standards. The design observed in your photos is consistent with the units displayed on our sales floor.
  
  Inspection on 12/23/2024: Our technician conducted a detailed review during the visit on December 23rd. Based on their inspection, all issues raised fall within the products intended design and manufacturing guidelines.
  
  We also wanted to clarify that the manufacturer's warranty on your sectional covers defects in workmanship or materials. Unfortunately, it does not cover damages caused by accidental use or wear and tear. Based on the inspection, the cracked armrest appears to have resulted from external pressure and does not fall under the scope of the warranty coverage.
  
  We understand your concerns regarding the sinking chaise and cracked armrest and deeply regret any dissatisfaction. While these issues align with the manufacturer's specifications, we remain committed to resolving any lingering concerns. 

  We can have our service department follow up with you on 1/14/25 before end of business to see if we can address any additional concerns.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22760173
  
  I am rejecting this response because:
  This complaint about the cushion should not be needed to be covered by the warranty because it should not be damaged after such a recent purchase. I complained about this item in November and the delivery was November 9th. This is an issue with the make of the product not damaged that I caused or should even be able to cause within weeks of owning it. 
  

  This is a severe lack of Business Integrity on your part if you fail to do what is honorable and replace it as you yourself would expect after spending this type of money.  This cushion is a lemon and no business should be allowed to take advantage of a customer in such a manner.  
  

  Why would your sales person stand on the model in the store and tell me the cushions will never sink.  This was a ploy to get me to buy it knowing all along this is a common issue.  
  

  Furthermore, your only effort to respond to this issue since 12-23-24 wasnt until on did a BBB complaint. Why no one has ever called me as I have promised numerous times. So now someone will call me today I seriously doubt that this company will take accountability and replace it. 
  

  I sincerely hope the BBB sees that I have been patient, kind and more than considerate in only wanting justice and I have allowed Georgia Furniture Mart more than enough time and effort to fix this problem. 
  

  I am not asking for something unreasonable. It is what anyone would want, even you.

   

  Most Sincerely,

  
  ****** *****

  Business Response

  Date: 01/20/2025

  We want to sincerely apologize for the frustration and inconvenience you've experienced regarding the issues with your recent purchase from Georgia Furniture Mart. We truly understand your disappointment, especially given your investment in our products.
  
  After carefully reviewing your case, including the photos and the manufacturer's assessment, it appears that the items in question are within the manufacturer's specifications. This has unfortunately led to the denial of your claim. 

  To address your dissatisfaction, since the items are within manufacturer specifications, we are willing to offer you the option to reselect items of equal or greater value from our inventory. You will be responsible for a delivery charge, but we will waive all restocking fees. If you choose an item of greater value, you will be responsible for paying the difference.

  Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention. We value your business and are committed to making this right for you.

• Initial Complaint

  Date:12/29/2024

  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.

  I bought a sectional at the end of last year. The company offered a warranty on the products they sold. This summer, parts of the sectional stopped working. The charging port and the electric capability of one of the reclining seats stopped. Another recliner leg rest was malfunctioning as well. Currently the sofa isn't the deluxe model that I bought. Reaching out to the company, they sent someone out to verify that they could repair the sofa in August of 2024. They informed us that the wait time was between 8 - 12 weeks for parts. However, after scheduling someone to be sent out October 30th, no one from the company ever showed up. We called and were told that the repair person never comes to our area except on Mondays. So we asked to be rescheduled, and were told that the original scheduling was an error and that the parts were not in. We were rescheduled to December 30th. However, upon calling to confirm that Georgia Furniture Mart would be fixing the issue on this day, they told us that the new date is the 6th of January. So they keep putting us off, when they apparently had the part back in October. This company just keeps rescheduling and delaying the fixing. If they don't have the part, we are open to a different couch or a refund. We have record of all the conversations and our next step will be taking this to court. However, if we can resolve this issue this week, that would be more ideal.

  Business Response

  Date: 01/13/2025

  Thank you for your patience as we work to resolve the issues with your sectional sofa. We wanted to provide you with an update regarding the replacement parts.
  
  We have you set up for an exchange of the armless recliner and the ********* recliner. Currently, we are waiting for these items to be shipped from the manufacturer. The estimated arrival time is the second week of February.
  
  We sincerely apologize for the delay and understand how important it is to have your sofa fully functional. If the replacement items arrive sooner than expected, we will reach out to you immediately to expedite the process.
  
  We appreciate your understanding and will continue to keep you informed. If you have any further questions or concerns, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair 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 originally went into georgia furniture mart on 11/6 purchased multiple bedroom furniture and a dinning room set. They did not have one of the beds that we wanted in stock so we said we would wait until everything was in stock to get the items delivered. The delivery was set for 11/16 after the store confirmed everything was in stock. The day of the delivery we were missing one chair, we were told by the drivers that they only were given 5 out of the 6 and to contact the sales person. When we reached out to the sales *** they said that there was an issue with a chair before it left the warehouse and that it was broken so thats why it was not on the delivery truck. Today is 11/27 the day after we were told it would be in and I called to get it delivered how it was agreed upon in the first place. Now we are being told that it is not a delivery and we have to pick it up. We spent all this money and are not even able to talk to a manger when I asked for one he said that they were all simply too busy, I did not mind waiting and said i would wait no matter how long it needed to be as long as i talked to a manger. **** refused.

  Business Response

  Date: 01/20/2025

  We sincerely apologize for the frustrating experience you've had with Georgia Furniture Mart regarding your recent purchase and delivery of bedroom furniture and a dining room set. Your satisfaction is of utmost importance to us, and we deeply regret the issues you encountered.
  
  We understand that your delivery on 11/16 did not proceed as planned due to a missing chair, which was initially explained as being broken before leaving the warehouse. Despite assurances, the chair was not delivered as promised on 11/27, and you were informed that you would need to pick it up instead of receiving a delivery, contrary to your agreement.
  
  We want to assure you that this level of service does not align with the high standards we aim to maintain at Georgia Furniture Mart. We apologize for the inconvenience, frustration, and the lack of communication you experienced throughout this process. Your feedback is crucial to us, and we are taking immediate steps to prevent similar occurrences in the future.
  
  To make amends for the inconvenience caused, we would like to offer you a refund of the delivery charge as a gesture of goodwill and apology. We recognize that this does not fully resolve the situation, but we hope it demonstrates our commitment to your satisfaction and our regret for falling short of your expectations.
  
  Additionally, we will personally ensure that your concerns are escalated to management and addressed promptly. We apologize if you were unable to speak with a manager during your previous attempts, and we will take measures to improve our communication and customer service moving forward. 

  Customer Answer

  Date: 01/20/2025

   
  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:09/13/2024

  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.

  Hi, On 7/21/2024 I purchased from ******** location of Georgia Furniture Mart a beige sectional and a mattress. For the sectional, I wanted it to be reversed compared to the one in the show room and the sales person told me they could do that. He even called their warehouse or furnisher, talk to someone who confirmed in front of me that they actually had the sectional readily available the way I wanted it. A week later the store delivered my purchase and they had the wrong piece ordered. I told them to take the entire sectional back, but they convinced me to keep it with the wrong piece, and they will order the correct piece immediately. 2 or 3 weeks later I never heard from the salesman. I called asking the reason behind that delay and they again told me I will get my items the following week. They did not keep their promise and they never called me until I reach out to them. Sometimes they put me on hold and hung up, other times they put me on hold and send me to a voice message. Finally one day they told me I will get my item on 9/6/24. Of course that never happened. Since the beginning of my calls I have been trying to get to a manager or get them to exchange that sectional but either the correct manager is not here or they try to intimidate me that I can't do that or I will get fees etc... I am frustrated and can't get my issue resolved. Today I called again, spoke to someone else who is telling me again they ordered the wrong color and I will get my correct order 9/17/24. I asked for a manager and again no one is available and I can't even leave a voicemessage to a manager. My living room look like a mess, I get the run around and I am upset and frustrated. What else can I do? Who can help me? I don't know. I am stuck. I want a total refund or an exchange without getting penalized as it is not my fault but no one is resolving that. Can I get help?

  Business Response

  Date: 01/20/2025

  We wanted to personally extend our sincerest apologies for the inconvenience you experienced recently. Your satisfaction is of utmost importance to us, and we deeply regret any frustration this may have caused.
  We are pleased to inform you that as of September 28, 2024, we have successfully resolved the issue you brought to our attention. Your patience and understanding throughout this process have been greatly appreciated.
  To express our gratitude for allowing us the opportunity to assist you, we would like to offer you a $150.00 accessory credit for our store. This credit is our way of saying thank you and apologizing for any inconvenience you may have endured.
  Please feel free to use the credit at your convenience. Should you have any questions or require further assistance, please do not hesitate to contact us directly. We are here to ensure your continued satisfaction with our products and services.
  Thank you once again for choosing us and for your understanding in this matter. We look forward to serving you again soon.

• Initial Complaint

  Date:07/28/2024

  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.

  This is a continuation of previous complaint on leather sofa. Finally in July they came out to replace the parts they ordered and had delivered. It took me 3 additional calls to get them to come out. The parts that were put on did not fix the issue of the recliner closing nor did it fix the rollers it actually made the rollers very uncomfortable and the heat stop working. The repair guy said they would have to replace the unit and it would not match the other unit. Still no contact from Ga Furniture Mart and I get no where when I call in. According to the person who answers the phone all tickets are closed.

  Business Response

  Date: 08/06/2024

  We completed the previous part of your installation back in July. According to the technician, there are now additional parts neededthe motor and switch. We've already ordered these parts, and once they arrive at your home, we'll send a technician out to complete the installation.

• Initial Complaint

  Date:07/23/2024

  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.

  I am buying Furniture date 4/29/23 and I received delivery on 5/1923.My customer ID ************ and My Order No ************* am buying Dining table and chairs 6 and bedroom sets.Every thing is good but my dining chairs leather not good.I complain total more than six times.1) with in 3 months I complain about chairs Technician coming after 2 months later fixed 2)with in 6 month same issue again. I complain another 3 months later technician coming and fixing 3)with in 10 months again same issue. I complain again and customer service says wait for issue.We are back ordering from manufacturer.after 3 month later one technician (woman) coming and she said we cant fix issue and she is left.I again complain same issue i call customer service waiting again back order from manufacturer another 2 months.Again today July 23 technician (same women) coming I waiting whole day after she saying ohh I cant fix up your problem. Were making again order from Manufacturer Before every one fixed but this technician cant why?Any way now I want change my all six chairs and keep continuing my warranty.I pay my warranty up to 5 years.

  Business Response

  Date: 07/25/2024

  Thank you for bringing this issue to our attention regarding the dining chairs you purchased on April 29, 2023. We sincerely apologize for the recurring problems you've experienced with the leather on the chairs.
  
  After reviewing your case, we have arranged to replace the seats on the two remaining chairs that are cracking and peeling. Unfortunately, despite our efforts, we were unable to secure a credit from the vendor for the entire set of chairs. The vendor has only approved replacement parts for the two affected chairs.
  
  Regarding your warranty, we regret to inform you that it cannot be extended beyond its original terms. The vendor's approval was specifically for parts replacement on the two chairs, and we are following their guidelines to ensure the issue is addressed appropriately.
  
  We understand your frustration with the service delays and the inconvenience this has caused.