Complaints

This profile includes complaints for Darvin Furniture & Mattress's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Darvin Furniture & Mattress

  15400 S La Grange Rd Route 45 Orland Park, IL 60462-4799

  
• 

  Darvin Furniture & Mattress

  19111 Darvin Dr Mokena, IL 60448-8578

  

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:04/12/2025

  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.

  Purchased: 11/24/2024 Received: 12/23/2024 Couches were not what was shown to me on the floor. Quality is much different, squeaking noises when you sit, stitch is not even, cushion on the inside gets all jumbled up, and youre basically sitting on wood. No resolution from the company. I have been trying to speak with them since early January until I had finally gotten an email they said I can file with a dispute with. I have not received anything back and have sent another email. I have provided screenshots of the emails sent which have all details included and the phone calls I made to Darvin. I have also attached the purchase receipt as well. I kept being told I would hear back from them the next day or within a couple days and would not receive a call back. I would have to keep calling for an answer from someone. I also went into the store twice to try and speak to a different manager as well.

  

  Business Response

  Date: 04/14/2025

  11/24/24 ORDER ********* and ********* placed (signed documents attached)
  
  Note: Darvin policy listed on rear of signed receipt
  SPECIAL ORDER MERCHANDISE: SPECIAL ORDERS ARE ORDERS CONTAINING MERCHANDISE THAT IS NOT HELD IN REGULAR STOCK AND IS ORDERED AT THE SPECIFIC REQUEST OF A CUSTOMER. AS SUCH SPECIAL ORDERS CANNOT BE CANCELLED,RETURNED OR EXCHANGED UNDER ANY CIRCUMSTANCES ONCE DARVIN FURNITURE HAS PLACED THE ORDER WITH THE MANUFACTURER.. DARVIN FURNITURE RESERVES THE RIGHT TO HAVE SPECIAL ORDER MERCHANDISE INSPECTED BY A TECHNICIAN, IN THE HOME, BEFORE DEEMING THE PRODUCT AS HAVING A MANUFACTURE DEFECT OR QUALITY CONCERN.
  
  12/23/24 order delivered (signed documents attached)
  1/13/2025 Customer reached out to our service **** and stated,items in her home do not sit like the showroom and they seem to sit lowService rep ****** advised this is a special-order, third-party inspection is required. The third-party inspection needs to occur, and they report back to both Darvin and the factory.
  1/24/25 Furniture Solutions Network (third party inspection service) visited the customers home. Upon inspection the tech found no defects and all items meet factory standards. Customer stated to tech she did not like the noise of the fabric seat cushion rubbing the seat cushion next to it.Customer also noted fabric wrinkling.
  1/31/25 Darvin service rep ***** spoke with customer regarding ********************** Solution Network inspection. Customer was advised all items were up to factory standards. Customer stated they were not satisfied with the inspection results. ***** advised we would send out a second inspection service. Explained this is a different company named ********** customer agreed with second inspection
  Note: Darvin went above and beyond our standard inspection service and offered a second inspection at no additional cost to the consumer.
  2/18.25 Tri County Inspection services visited customers home. They reported no defects, and all products are up to specifications meeting all manufacturers standards. Tech reported customer is unhappy with wrinkling due to normal daily wear. Customer also noted fiber threads within the fabric. Tech snipped some longer fibers and advised no defects, normal wear for polyester woven material.
  2/22/25 Darvin rep ****** spoke with the customer and advised tech report has reported back to Darvin and the factory no defects and all items meet factory standards. ****** obtained exclusive authorization through management to offer a 50% restocking fee on product that was found to be up to manufacturer specs. Customer declined and advised us they were told they could return within 14 days.
  2/26/25 service closed advised sales customer has option of reselection with a 50% restocking fee
  3/8/25 Customer spoke with sales manager **** regarding a return. Customer stated she would also like to close her Darvin charge account.Customer unhappy with both inspections. **** advised we do not normally offer exchange unless defects are noted. Customer declined reselection and advised they wanted to speak to someone else for answers.
  3/8/2025 Customer spoke with ********************** Manager, he advised our store policies
                  We do not take returns
                  Special orders cannot be returned or exchanged once placed
  Store Manager advised customer the product meets all factory specifications and Darvin has gone above and beyond to inspect and verify details. Customer stated she is unhappy with the firmness of the cushions and sounds of fabric rubbing. Manager again offered 50% restocking fee which is against the normal policy and willing to make an exception. Customer declined this option. Customer stated they have an attorney, and they will be in contact.Customer abruptly hung up.
  ********************** strives to provide the finest selection of affordable fashionable home furnishings with a level of customer service unequaled in the marketplace. This customer visited the ********************** and tried floor samples. They choose special order options to fit their dcor. All items meet factory standards and have no defects. Darvin has gone above and beyond to verify all the details involved. A family or individual family member that is uncomfortable with firmness/softness or fabric construction is a separate matter. Due to customer perception our staff also went above and beyond to offer (against our standard policies) the option of a 50% restocking fee and option of exchange.  This exchange option was made available on 2/22/25, it is no longer an available option as the customer has advised obtaining legal counsel.
  ******* *******
  *********************************************************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23194709
  
  My complaint has not been resolved.
  
  The tech companies have not even made note of everything I had told them upon inspection of the couches if that is all that is made in the businesss notes. Im sure Darvin is able to provide the ***orts for both inspections. As for the noise from fabric rubbing against each other, when I spoke to **** and let him know I was told this was a normal noise from fabric, he said hes never heard that before. Which neither have I. I was never given an option as an exchange as I would have taken it. Since everything seems to have been noted, it should have been noted that I was asking for a return OR exchange on the couches I purchased from the first call that I made to Darvin. Neither was I was told about a special order not being able to be returned or exchanged until I called Darvin and spoke to them about what was wrong with the couches. I was just told it is in fine print on the back of the order receipt up on calling them. I was only told about being able to ***lace one cushion that the inspector did see as defective (which was never ***laced) by the service *** and the manager gave me the option of ***lacing all cushions to a more firm one under my warranty. Exchange was never given to me as an option as that was one of the options I had spoke to Darvin about as well as a return. I did not abruptly hang up on the manager, I told him me and my father would like to come in to speak with him instead to get the matter resolved as I have been calling Darvin for 3 months at that point. He screamed at me over the phone and told me my father had nothing to do with it (my father was there when the couches were picked out and purchased) and that he can no longer speak with me after stating it was false advertisement to sell me something that was not the same as what was shown to me on the floor. Which I then told him to have a good day and hung up. I went to the store to speak to a different store manager about the order as well as to make a complaint about the manager, ***, that I spoke to on the phone which is when I was given the email to dispute and file the complaint. 
  
  Darvin hardly ever reached out to me after numerous times of being told I would receive a call back. I would wait a week and sometimes more to give them more time to reach out to me. As shown I have made all outgoing calls to Darvin. The customer service was horrible and now that Ive made a complaint with the BBB Im finally getting a response back which doesnt even involve the truth to avoid looking bad. It felt as though Darvin had been trying to ignore me for all these months in hoping I would take my losses. Darvin is saying that they offered me an exchange, but that was something I kept being told wasnt an option. If that was really given as an option to me then my issue would have been resolved months ago. 
  
  I never wanted to start any problems or make it a bigger deal than it was. I have been a long time customer with ********************** and expected the quality that was shown to me especially for the amount I paid. I cant just take my losses on $7,000. If any of this information was disclosed to me before purchased, then yes this would have been different. If I can still exchange, even now after the horrible treatment, I would be okay with that. 
  
  ***** ******

  

  Business Response

  Date: 04/17/2025

  I have reviewed images attached showing contacts with Darvin. Darvin has 2 phone numbers, one to the store and one to our distribution facility. The phone numbers are as follows
  ************
  ************
  In several screenshots the customer was contacting incorrect phone numbers and as a result did not contact the store or our distribution facility. Our system records all incoming calls. I have reviewed phone conversations and have noted them accurately within the previous ************** call listed with ****** explaining return/exchange policy and extended offer of 50% restocking fee was recorded and notated as previously stated. Conversation with manager **** also recorded and noted as previously stated. He within this conversation stated it is not normal to offer any type of restocking fee with exchange on special orders without manufacturer defects noted, he continued within his conversation that it is not something he would even offer. He went on to say it is up to the customer if they would consider this option, again declining the reselection with 50% restocking fee. Conversation with Store manager *** also included the reselection option. This phone call resulted with the customer using fowl language and hanging up abruptly.
  At this time Darvin is no longer in communication with the customer due to being represented by legal counsel.

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

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

  Customer Answer

  Date: 04/17/2025

  My complaint has not been resolved. 

  3 out of the 10 screenshots I provided were not either of the 2 phone numbers. However, these 3 were phone numbers provided to me BY Darvin. It would be in previous calls. I would not receive any other form of contact to from Darvin to the sales person, **** and the manager, *** until the end of March, 2 months after my first call to the Darvin store.

   The store did offer a 50% restocking fee, but again, I am not willing to cut my losses on over $3,500 due to false advertisement from the store. So I had declined the 50% restocking fee. However, the store was claiming that they had offered me an exchange, which they had not and now there is now mention of this in their previous response. There is now a mention of a reselection with 50% restocking fee. Does this mean an exchange with a refund of 50% of what I paid originally? Because that wasnt offered to me either. The only thing I was told by Darvin is that I couldnt return because it was past 14 days (even though it took Darvin 14 days after my call just to send out the service tech), returning my couches with the 50% restocking fee, and not being able to return at all because they were special order (after the order had been made and after I had accepted the couches)! I was never offered an exchange or a restocking fee with exchange. Just a return with 50% restocking fee. 

  Yes, some foul language was used after the manager had screamed at me, because you would expect a store manager to be professional when speaking to a customer. However, I still did not hang up abruptly instead I told him to have a great day and hung up. 

  Darvin also keeps mentioning I am being represented by legal counsel, even though they were never served papers nor have I had a lawyer contact them. I am also trying to get this resolved without having to do so. 

• Initial Complaint

  Date:03/18/2025

  Type:Billing 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 have not been able to communicate with anyone at Darvin TD Financing. I have a problem with the deferred financing provided. I've tried calling the customer service number indicated on the bill, and faxed a message. NO RESPONSE for over 3 months now. I made monthly payments, on time, for over 2 yrs. My last payment check was mailed via **** weeks before the due date in January 2025. The next statement I received had $1,555 interest! 3 months now. I am now making minimum monthly payments so it doesnt hurt my credit rating. I need to know if I pay my bank to cancel the check? are they just slow in closing account? Am I on the hook for the interest? Please help. thanks.

  

  Business Response

  Date: 03/20/2025

  I do apologize for the misunderstanding. Darvin uses ****** for their finance options available. Your debit is with TDBank. 

  
  TDBank does not notify Darvin of your payments (approved or declined). Please understand Darvin has not submitted any information to the credit bureau regarding your account with ******. ***************************** has notified the credit bureau as you signed a credit agreement with them for a finance term listed on your statement. If you have any questions regarding your debt with ******, you would need to contact them directly for assistance.

  
  The ******* customer service phone number for assistance is **************
  ******* / ******************** would need to be contacted for assistance. They also have an online portal, this portal has a Billing Dispute Form that can be found under the menu at the following web address
  ***********************
  
  If I can be of any further assistance please let me know.
  ******* *******
  *********************************************************
  ******************

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23084111
  
  I am rejecting this response because: 

  Darvin responded to the complaint by giving me a phone number to their credit/loan partner denying they are related. The invoice and statement address is:

   

  "DARVIN FURNITURE
  P.O. BOX 100245
  COLUMBIA SC 29202-3245"

   

  No one picks up the phone or answers faxed messages.

   

  I am back to where I started. 

   

  Thank you for your help.

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

  

  Business Response

  Date: 03/31/2025

  I will need to apologize in advance for *******. We do contact them many times a day at the number we provided. Please give them a call again for assistance. TD Bank can be reached at ***************************************************************** -or- to reach them directly by phone their customer service number is **************

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

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

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

• Initial Complaint

  Date:01/19/2025

  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 a dining set with a warranty and I told by the sales associate with my mom with me at the sale of purchase that everything would be covered. I was really concerned and asked question especially about wear and tear due to the wood on table and chairs. I had a one chair replaced already and told them about the table then and they would not cover. I filed another claim and now they are denying to fix anything. I am requesting a refund for my warranty or item the item fixed or replaced. This was my 1st time purchasing and I should listened to the reviews. I want to be contacted by the business for a satisfactory solution. I will continue to attorney general office if needed. I am a reasonable person. Dont sell a warranty if you are not going to honor it.

  

  Business Response

  Date: 01/20/2025

  Order ********* placed 4/28/2021

  Delivered 6/22/2021

  At the time of purchase and again at the delivery customer was provided a copy of purchase with terms listed. Darvin and the factory warranty against defect for 1 yr from the date of purchase

  4/12/2022 customer contacted ********************** and noted the following issues

     1.   back of 1 chair is loose and coming apart
     2.   paint is peeling from the table top
     3.   stains on multiple seat cushions

  Customer was advised wear and tear is not covered and we would send a tech out for chair defects.

  5/3/2022 tech reported back to Darvin 1 chair back was broken and cracked, not repairable, also noted the following   

     1.   many areas of discoloration and dents scratches and several areas where finish is completely missing
     2.   all chairs stained due to long term accumulation
     3.   chips/chunk of missing table top noted

  Advised customer we would exchange the stool with broken back when new stock arrives

  7/13/2022 customer contacted 5 yr policy company, *** and filed a claim stating cleaning service came to clean and the table started chipping, customer was asked to send in photos to start a claim

  7/18/2022 advisor from *** spoke with customer, customer stated the finish started flaking after the cleaning service was in her home,customer also advised the cleaning service tried to clean chairs and they were unable to remove stains for multiple chairs

  7/18/2022 customer received a call back from *** stated claims were denied due to accumulation and also denied due to third party cleaning service, *** is not responsible for third party cleaning companies

  7/27/2022 picked up stool and replaced with new exchange order 882766723

  12/4/2024 customer reached out to FCP to start a claim,
     1.   table top has bubbling
     2.   table top discolored
     3.   1 of 4 leaves will not stay up
     4.   Cracking in footrest of 2 dining chairs

  12/11/2024 FCP contacted customer asking for photos

  12/26/2024 FCP received photos from customer, 1 photo attached

  12/27/2024 Customer received phone calls from FCP and Darvin advising denial due to accumulation. *** advised they cover accidents that are reported within 5 days and not responsible for third party cleaning companies.Multiple incidents not being reported is considered accumulation.

  12/30/24 FCP contacted customer again to go over coverage of policy and customer stated she did not know why they were calling her as she already called the store. (Store advised denial 12/27/2024)

  I have attached a copy of Darvins terms showing Darvin offers a 1 yr warranty on product sold new against defects. Normal wear and tear is not covered. I have also attached the 5 yr FCP policy. Unfortunately Darvin nor FCP covers wear and tear, accumulation nor can we be responsible for third party cleaning companies.
  
  ******* *******
  *********************************************************
  ******************

• Initial Complaint

  Date:01/03/2025

  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.

  We purchased a mattress and base from Darvin, we are still under warranty. The mattress is defective and has caused health issues due to the malformation of the mattress. We have called, they sent an "inspector" who told us that it was defective . Darvin is refusing to replace the mattress, which is all that we want. We just want something we can sleep on and thought we were getting a top of the line mattress and it has turned into a nightmare. The manager we spoke to was dismissive and not at all concerned about what we were explaining to her. The worst customer service we have ever received from Darvin. We currently have a sectional on order and I truly wish we had bought it somewhere else after experiencing this debacle. Again, we are only asking that they replace the mattress with one that isn't defective.

  

  Business Response

  Date: 01/09/2025

  Order ********* was delivered 2/16/2024
  3/18 customer called to advise the ********************** and power base were too high and requesting a box spring instead of power base, Darvin advised we can send someone out to lower the power base

  
  4/6 tech arrived at customers home to lower the power base legs and found a set of slats installed under the base, advised customer the slats would need to be removed to lower the base, customer stated they did not want slats removed

  
  4/6 (evening) sales contacted customer with further details and customer agreed to allow our staff to remove the slats to lower the base

  
  4/16 warehouse staff arrived at customers home removed slats and lowered power base

  
  12/10 Customer contacted ********************** via email stating:
  Our backs hurt and we cant sleep flat. We roll to the side. We would like a new mattress we have the list up piece underneath. We would like to return that and get a box spring and new mattress.

  
  We advised the third party inspection service, ********************************* Service for inspection. The inspection service reached out to the customer and scheduled an inspection for 12/18. The inspection showed a quarter inch dip on one side and half inch dip on the other. They advised both Darvin and the factory that no defects were present.

  
  I have attached a copy of the factory warranty. The factory warranty states a defect is considered one and half inches or more. The factory nor Darvin covers customer comfort under warranty.
  If any inspection within the 10 year warranty period shows a defect, the factory will replace the mattress with the same or similar mattress if the same model is not available. The factory is showing there have been less than .1% defects with this model since production began.

  
  The mattress and power base are covered under warranty and have no defects at this time. We have advised the consumer to reach back out in 60 days for reinspection.
  
  
  ******* *******
  *********************************************************
  ******************

• Initial Complaint

  Date:10/24/2024

  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 purchased a leather couch and love seat from ****** Furniture on August 1, 2020. I purchased a 5 year warranty. After 4 years my brown couch is turning orange. It's not from wear, not from fading, and it's on the side of two cushions not where you sit. The warranty company will not replace the cushions because they changed color. I sent them pictures of how beautifully I've taken care of my furniture. They would only replace the cushions if I had spilled something like wine, put a burn **** on it, or punctured it. If I had known my furniture would change color (not faded) after 4 years I would have purchased from somewhere else. They need to warn customers that you only have 4 years before it changes color. Also, they could see by my pictures it is not facing the sunlight.

  

  Business Response

  Date: 10/26/2024

  We have reviewed your claim. Darvin offers a 1 year defect warranty with all products sold new. The 5 year policy covers accidental damages that are not covered under the factory defect warranty for 5 years from date of delivery. I see your purchase was delivered in 2020, the Darvin warranty has been fulfilled. In reviewing your photos, it does appear to be normal wear. I have included a photo that was forwarded to me from the *** claim. If you have any questions regarding your claim I have included their contract with coverage details and contact information.
  ******* *******
  *********************************************************
  ******************

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22469910
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/28/2024

  If you have any questions regarding the 5 year FCP policy, they can be reached at  ************

  Please let me know if you have any questions. I can be reached in store if needed.

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

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

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

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising 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.

  On or around 6/8/2024, I purchased (1) queen ******* set in the amount of $1901.79 and (1) queen ********************** set in the amount of $685.48. Upon delivery of the furniture, the movers was unable to complete successful movement of the boxspring due to stairwell in the home. I was informed that I would need a split box spring. I requested the movers to return the boxspring to Darvin's store and I would go and purchase a split boxspring. I immediately returned to the store and spoke with manager who advised that since the boxspring was still enroute back to the store, I would have to repurchase another boxspring and once the other boxspring was returned to the store, I would receive a credit to my Darvin's account. As of today, I have not received a credit for the return of the orignial boxspring. I was further advised by the manager and salesperson that I would not be charged any additional monies for the split boxspring. I reached out to the store on 7/12/2024 but was unsuccessful in resolving the issue, as no one could tell me if a credit had been applied to my Darvin's account.

  

  Business Response

  Date: 07/18/2024

  6/5/2024 Order ********* $1134.46
  The breakdown of this order is as follows, mattress $699,foundation $200, protector $129.99, free frame, $105.47 tax. This totals $1134.46 A deposit was placed by **** for $283.61 which left $850.85 financed.
  I have included a copy of the original paperwork signed in store on 6/5 with the FINANCED amount of $850.85. I also have included the adjusted copy that was submitted to the finance company with the FINANCED amount of $685.48. A third receipt is also attached showing a portion of the deposit that was credited back to the **** as a result of the foundation coming back on the truck.
  The customer has been calling looking for a credit. There was an adjustment prior to submission to the finance company. All copies are included with this response. If there are any further questions I can be reached in store.
  *****************************
  *********************************
  ******************

  Customer Answer

  Date: 07/19/2024

   
  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. I did speak with the credit department who explained to me how the transaction was appropriated after purchasing the second box spring.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/14/2024

  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.

  On 5/27/2023, I purchased a zero gravity sofa ($964.99), recliner ($579.99) and FCP Comprehensive Plan ($189.99) from Darvin located in Orland Park, **. On 6/10/2023, the sofa was delivered but the recliner was on back order. On 8/23/2023, the recliner arrived. 30 days after having the recliner, I called Darvin to report a squeaking nose with the chair. I let the representative know that I was moving to the next building and the representative never stated that moving would invalidate the warranty. In October 2023, a technician came out to my new home, inspected the recliner and said the bolts inside the recliner were loose. The technician drilled more bolts in the mechanism. This lasted for approximately 90 days. I called Darvin to complain about the chair and another technician came out on 3/21/2024. The technician said the chair was faulty and would let Darvin know. On 3/35/2024, I received an email from Darvin *************** refusing to honor the contract because I moved. I have reviewed the contract and nowhere in the contract does it say moving voids the warranty.

  

  Business Response

  Date: 05/16/2024

  5/27/2023 purchase placed order #********* (rear of receipt attached for reference)
  6/7/2023 partial delivery
  8/24/2023 remaining order delivered
  10/2/2023 customer called regarding a squeak under the seat when she sits down
  10/26/2023 third party service tech inspected and tightened bolts that were loose, appeared normal wear, no defects noted
  3/5/2024 customer called us regarding a squeak and requested replacement chair, we advised inspection is required before we can make any decisions on service results, we advised customer this would be a courtesy service as she had moved and no longer under warranty, customer agreed and thanked service associate
  3/21/2024 third party inspection advised MFG defect, new mechanism necessary
  3/25/2024 notified customer of details and we have a mechanism ready for install, the third party service Trico would be contacting her to schedule the installation at no charge
  3/26/2024 customer declined to schedule the installation of new mechanism and advised she would be taking legal action.
  3/26/2024 all service orders closed, all associated including third party service advised of legal action
  Order ********* is no longer under warranty as a result of being moved from its original delivery address. Darvin has offered a free courtesy service to inspect and replace defective mechanism free of charge. We have included the rear of customers receipt for reference. ********************** has went above and beyond to help accommodate the customer in this situation.
  At this time we can still offer to replace the defective mechanism as a one time courtesy service.
  *****************************
  *********************************
  ******************

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21707721
  
  I am rejecting this response because:
  Nothing in the contract specifies "moving" invalidates the contract, only "transfer ". I m still the owner of the property. A reasonable person would expect furniture to perform longer than 30 days of receipt. Since the company refused to replace the chair on the initial call, I have no choice but to have them come out and to repair it. To date, no one has contacted me to schedule a service visit 
  Sincerely,
  
  ***************************.

  

  Business Response

  Date: 05/16/2024

  I will reinstate your mechanism replacement paperwork and forward it to the third party service associates. They will contact you within the next week to get scheduled. I have included the rear of receipt with the warranty details highlighted for future reference. Please note this service call to install the new mechanism is a one time courtesy. 

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

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

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

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21707721
  
  I am rejecting this response because: I accept the repair but I called the company before moving and reported the issue. 
  

  

  Business Response

  Date: 05/16/2024

  I do apologize for the circumstances that occurred before you moved. The defect was noted after you moved. Our service **** has reached out to the technician. The technician will be contacting you to schedule this one time courtesy service at no charge to you.

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

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

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

• Initial Complaint

  Date:03/31/2024

  Type:Billing 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.

  Darvin Furniture has reported my credit account as delinquent for more than ******************************************************************************************************* missed payment, and the account is on autopay with a valid and up-to-date debit card. I am a 100% disabled veteran, and this is threatening my credit and livelihood. I have never missed a payment on any account and am in excellent standing. I am disheartened with Darvin's customer service and treatment of veterans. I want Darvin to rectify the situation by making my credit whole, and if need be, I can pay the entire balance and close my account. Money is not the issue. Please help!

  

  Business Response

  Date: 04/05/2024

  I have looked through past purchases from *********************************.I found a purchase made 6/12/2022. This order was delivered in 3 portions.These delivery dates were 6/21/2022, 6/23/2022 and 8/6/2022. Darvin submitted the finance amount on the day of each delivery and was paid by the finance company ******** ******* is the company that financed this order for the consumer. ******* mails statements on the 24th of each month and the payment is due on the 19th of the following month. This consumer signed up for auto payments. An auto payment was transacted on 1/22/24 and was declined for insufficient funds. The auto payments have been frozen due to multiple returned payments. There was also a returned payment in August 2022.According to the terms of ******* it states:
  
  If a customer has two returned payments, they are unenrolled/frozen from recurring payments until they consistently are able to make 6 consecutive on-time payments.
  
  The ******* customer service phone number for assistance is **************
  ******* / *********** Services would need to be contacted for assistance. They also have an online portal, this portal has a Billing Dispute Form that can be found under the menu at the following web address
  www.myonlineaccount.net
  If I can be of any further assistance please let me know.
  *****************************
  *********************************
  ******************
  

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21511098
  
  I am rejecting this response because:

  it does not address the matter at hand and contains superfluous and irrelevant information. I know TDs policies and at the time of this claim my auto pay was and continues in effect and I am not unenrolled. The fact of the matter is that Darvin did not communicate my failed payments or provide the opportunity for recourse in the time following the failed payment. I would ask for Darvin to provide dates and times for any messages or information sent concerning the matter at hand. As far as I know there are none, and I should have received an email, phone call, text message, or some form of communication letting me know my payment failed and providing recourse. This response is yet another example of Darvins sad excuse for customer service and poor treatment of disabled veterans. This has nothing to do with ******* and everything to do with Darvins failure to maintain proper communications and accountability. If Darvin can so easily affect my credit, then I should be able to hold them accountable just as easily. 

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

  

  Business Response

  Date: 04/11/2024

  I do apologize for the misunderstanding. Darvin uses TDBank for their finance options available. Your debit is with TDBank. TDBank sends out details with your statement on the 24th of each month. TDBank does not notify Darvin of your payments (approved or declined). Please understand Darvin has not submitted any information to the credit bureau regarding your account with TDBank. TDBank/Retailer **** Services has notified the credit bureau as you signed a credit agreement with them for a finance term listed on your statement. If you have any questions regarding your debt with TDBank, you would need to contact them directly for assistance. They can be contacted at **************
  
  *****************************
  ******************

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21511098
  
  I am rejecting this response because:
  
  First of all, thank you for the information. Second, I purchased/ financed the goods through your company as the retailer and I would ask that at the very least, you all liaise between myself and TDBank. The credit report displays TD/Darvin as the reporter so I would appreciate a letter of support on your behalf to TD Bank. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/19/2024

  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 two accent chairs, and one loveseat. One of the chair cushions is like 3-4inches from the frame. First, I was advised there were no more chairs in that model, so I did some research and found that the company was able to get the same accent chairs. Darvin sent two more of the chairs out and the cushions were more than 3-4inches from the chair frame, so I declined the delivery. Darvin then requested I go back into the store to reselect; however, I went in twice over a 6-month period and was unable to find accent chairs that worked for my decor. I have been working on this issue since July and offered to come back in and select a couch and two accent chairs that would match my decor. The employee I worked with over this six-month period knew that I offered to reselect a couch and two accent chairs, however, she took her time in resolving this issue and responding to my request, which she declined in December. ******* this time I have noticed the loveseat is now showing signs of poor durability and poor quality. I have been a loyal customer off and on for 23 years and have never been subjected to such poor quality and customer service. My phone calls to the employee I worked with trying to resolve this issue were not returned in a timely manner, she dragged out my request to have my purchase returned and has since declined to allow a full resection. In addition, I called Darvin and requested to speak with a manager twice and no manager name or phone number was provided.

  

  Business Response

  Date: 01/22/2024

  7/2/2023 ORDER placed 182840540 $899.98 (chairs)
  7/22/2023 order delivered
  7/25/2023 customer advised chair cushions do not match in size
  7/31/2023 tech visited home and advised unsure which is incorrect will order new cushion
  9/2/2023 tech attempted to install cushion on chair that over hangs, cushion same size and cushion is larger than frame
  9/6/2023 called customer to offer $150 to keep in home
  9/9/23 customer stated she will be in ********************** to reselect
  10/10/2023 advised customer we confirmed with factory chairs available
  10/27/2023 customer called in asking for update, chairs still on order waiting for shipment
  11/17/2023 advised customer new chairs were in and ready to schedule
  11/24/2023 delivery attempted and the 2 new chairs have a cushion that is larger than the framing
  11/27/2023 verified with factory chairs are correct and style *********** that is larger than the frame no defects and up to spec
  11/27/2023 advised customer the one chair in home with smaller cushion is actually the defective item, new product that was delivered is correct and defects per factory, it was noted customer prefers smaller cushion and reselection was authorized or $150 credit to keep chairs in home
  12/1/2023 spoke with customer regarding $150 discount and she asked if we would consider increasing credit to keep the chairs since she has been unable to find replacements to go with her leather loveseat, offered to extend reselection as new merch will be added to showroom
  12/16/2023 offered customer $200 to keep items in home or offer of reselection is still available as we extended time frame again
  1/3/2024 texted customer for update or scheduling of exchange options, no response
  1/9/2024 contacted customer needing update to schedule or cancel exchange, she declined to schedule
  Please note from the above time line, Darvin has been very responsive in attempting to assist with offers of discounts, servicing and multiple extensions for exchange possibilities. At this time our offer to keep chairs and a $200 credit to keep in home is still available. We are extending the option to exchange for full credit $899.98 plus tax $87.75 until 2/22/2024.If no reselection has been made we will no longer be offering any extensions.The factory has verified the product we attempted to deliver on 11/24 has no defects and meets all factory standards and specifications. We understand the consumer prefers the slimmer look and we have gone above and beyond to offer discounts and reselection offers.
  *****************************
  ******************
  *********************************

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising 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.

  On 9/27/22 we purchased a power reclining sofa and love seat. From Oct-Jan we traveled 4 weeks. Jan 3rd we went to ******* and returned April 1st. So, this furniture had less than 6 months of use. When the in home agent came out the first time, I explained this to him as he continually told me our problem was wear and tear. I said, it barely had 3 months of use on it. He took pictures. The loveseat's one side was broken down and felt like you wear sitting on the floor and the sofa was out of line. The left side was higher off the floor than the right and the seat on the left was out of line with the rest of the sofa. When the agent left, I didn't think anything was going to happen. Darvin called saying the agent was coming back to do repairs. Those were replacing a scissor mechanism in the sofa and replacing the cushion in the love sear. We were gone a month, upon return, we had company who noticed that sitting in the love seat you fell to the left. I called Darvin again the next day. They sent the same agent out and again stated wear and tear. I said we haven't been home, this is not wear and tear, it's poor workmanship. He says it takes time to break in, sit more toward the other side. This is impossible, as I stated, when you sit down, you literally fall to the left. I waited 3 weeks to hear from in home service before I decided to call them to see what was going on. They said the agent reported it's wear and tear and nothing much more they could do. I tried to reach the salesman but he never called me back, finally talked to his manager who said he couldn't do anything, I had to deal with in home services. I called them back and asked to speak to the manager there. She said that because the agent is saying wear and tear, the only thing she could do is contact the manufacturer. I told her we were in worse shape than before the agent replaced the cushion. I don't know whether he didn't do it properly but we can't use the love seat any longer.

  

  Business Response

  Date: 08/14/2023

  Customer placed order ********* on 9/**/**. This order was delivered on 9/27/22. Customer contacted our service **** 4/28/23 stating unhappy with upholstery gathering and alignment of reclining seat sections.Customer responded to our email also stating the seat is sinking where spouse sits regularly. On 5/10 a tech visited the home and stated it appears the brackets were bent and cushion was shifting due to use and location of sit and leaning toward end table. Tech did order new brackets and advised they would replace the brackets and seat cushion due to shifting. 6/1/23 brackets and cushion core replaced. On 6/20/23 customer called stating the cushion on this one seat was worse than before. Photos shows no defect. Tech was sent back to home for inspection and found no further defects. Advise customer of density /wear and tear of foam cushions. Advised customer in order for seat to wear evenly it is recommended to sit in the center of seat. Advised customer on 7/29/23 that we would notify the factory of findings.
  Cushions do soften with use. Some seats will soften quicker than others based on seating habits. Photo attached shows set is in home almost 1 year and still looks new. Cushions will continue to soften over time as all foam has a breakdown that occurs. This collection has been serviced within the 1 year warranty for bent brackets and cushion shifting and now meets manufacturer standards within the 1 year warranty.
  *****************************
  *********************************
  ******************

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20436956
  
  I am rejecting this response because:  It is not completely accurate and even they admit that the furniture looks like brand new.  This furniture has less than 6 months of use on it.  And them stating it's almost a year old, well, this whole thing started the first part of April.  They've dragged it out this long. If you want to see plane tickets and reservations, I can provide it but I hope it won't come to that.  We're rarely home.  I invite you, a Darvin rep, and a manufacturer's rep to come to my home and try to sit in the middle of the cushion.  It's impossible.  Yes to look at it, it looks fine.  But the minute you sit down IN THE MIDDLE, you fall to the left.  There is a giant lump in the middle with no way to pound it out.  Trust me, we've tried.  You can't sit in the middle, so that's not an option to level it out. So we no longer sit in it.  I am making payments on something that is defective and unusable.  This seat was not like this prior to their in house agent came and dismantled it in my family room and put it back together.  The craftsmanship is obviously not up to par.  The agent's indifference to things I was telling him are apparent in his workmanship.  The fact that they had to replace mechanisms and cushions in such a short period of time is evidence of the quality of this furniture.
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/22/2023

  Flexsteel has several outside services they can be used for authorized inspections. We have asked a secondary service to contact the customer to schedule a time and day for inspection. I received communication from them,they stated they scheduled an inspection for 8/30
  Their service will provide feedback directly to the factory regarding standards and advise if parts or replacement is necessary. If they find that product is also up to factory standards no further inspections will be completed. They will advised us, Darvin within 7 days after this inspection.
  *****************************
  *********************************
  ******************

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20436956
  
  I am rejecting this response because:The reason you did not hear from me was that I was waiting for the new repair company to come and look at the furniture.  They only came today.  This agent feels that the furniture does need repairs and will report it to Darvin.  He found it unusual that neither piece of furniture had any tags saying what brand the furniture was or model.  Nothing.  So, I'm not ready for this to be closed as I said, I now have to wait and hear back from Darvin as to what they plan on doing.  The options you gave me when you sent me the last correspondence either had me accept Darvin's offer or close the file.  I can't except something that hasn't happened yet.

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

  

  Business Response

  Date: 09/01/2023

  We sent a second tech service out for re-inspection. We have offered a 1 time courtesy exchange due to condition of the cushion. We have explained that the cushion is breaking down irregularly due to the customers sitting habits. Leaning into the arm of the chair. It is recommended to sit in the center of the seat for even wear on the cushion and springs. If there are any questions regarding this exchange I can be reached at the store for further assistance.

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

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

  ********************************* 

  Customer Answer

  Date: 09/05/2023

   
  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,
  
  ***********************************