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:05/01/2024

  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.

  ****************** is incompetent. Is not honoring warranty on my lift chair. I am so disappointed and upset that I can't get them to respond to me, their service center or the warranty people. Service person, **** ***, tells me her supervisor only uses email after I told her that the warranty person, they transferred me to, was waiting for a phone call. She also said I should deal with the warranty people myself but the warranty people say they can only deal with the store. God please help me. I need my chair!! Even there service center people told me that gustafson's is not organized and are slow to respond to them. Because of these issues we shopped at *********** last week for bedroom purchases.Someone needs to audit them and make changes before they lose more business. I want Gustafson's to honor the warranty. Authorize the replacement of the motors and so my chair can be repaired ASAP, PLEASE!!!!

  

  Business Response

  Date: 05/17/2024

  On 5/3/24 **** was notified that our 3rd party warranty was able to verify manufacturer's warranty but that it would not cover labor. We've ordered parts needed but some still haven't arrived (we are at the mercy of the manufacturer for the timing on this), **** is aware that there is a labor fee pending which she refuses to pay until the parts are in. Until all parts arrive and we receive payment for the installation, we are unable to move forward with anything more   

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21651491
  
  I am rejecting this response because: I was told by the the service center representatives **** and ****** that the service center cannot verify if parts received are correct because part received is not what they requested. I am not refusing to pay anything. I will pay service when parts are verified and received so I can schedule service.

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

  

  Business Response

  Date: 05/23/2024

  As stated in the reply, we are waiting for the warranty department to get the information on the parts and to make sure they have everything correct for the repair. Gustafson's has not blocked anything in this process, we are following the channels per our store policy and we cannot rush the process. We can only communicate for updates as needed but this is all in the hands of warranty as of now, on 5/20 the warranty department got the clarification needed on the parts and should have been in touch with the customer regarding this issue

• Initial Complaint

  Date:02/17/2023

  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.

  Bought a new kitchen table and chairs and there was a problem with a flap that would not stay up. Gustafsons ordered a replacement table. The shelf stayed latched on this but the edges of the table were rough and ragged and snagged clothes. Gustafsons asked if I would come in and look at the floor sample I did and the construction was great but there was a deal breaker on the finish looked like a thumb print before the finishing had dried. Store credit was offered and I chose a different set. It was delivered the next day and I had to pay a $150 plus tax delivery fee.After the movers left the flap construction under the table came down, i decided to rig it and used adhesive magnets. Great the fix was working. As I was on the floor affixing the magnets, stamped on the table is a made in *******. I had specifically asked the sales man where the furniture was made and he told me that none of their furniture came from overseas. While I was on the floor in my line of sight was one of the chairs that wobbled when I placed them around the table after the delivery guys leftone of the legs was 1/4 inch shorter hence the wobble on the brand new chair. I called the store and asked if I could bring it back and swap it out. They had me choose a chair. While I was waiting I noticed that the cost of the chairs were on the new replacement set was $20 less per chair and when I brought that to the attention of ****, the salesman he actually tried to make it seem that it was no big deal. And the new tableit was the floor sample which usually comes with a %10 discount. It was clear that **** couldnt get rid of me fast enough. I asked to speak with the manager first she had left the building then she was in a closed door meeting. **** came to the front desk and told the receptionist she doesnt get anything back and that I was lucky that Id gotten what I already had from them. I asked if ** didnt stand behind what they sold and I told him that is was disreputable an

  

  Business Response

  Date: 02/17/2023

  We are not certain what you are asking for. We have exchanged the table three times. I believe you were escorted from the store as you were treating our staff with extreme disrespect. We have gone above and beyond to meet your expectations. We will part ways from this point and wish you the best of luck with your furture purchases *********.  waTell us why here...

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19423682
  
  I am rejecting this response because:
  The merchandise had flaws, I was charged two delivery fees that totaled over $300.00 with tax. I was not escorted from the store so another lie from the employee who chose to embellish the event. Management did not have the courage or respect to even talk with me. What do I ***** credit to my charge card for at least $150.00. Why should the consumer have to pay a double delivery if the business truly stands  behind what they sell! This event could have been prevented by one simple act on the part of the salesman, ****. All he had to do was acknowledge that the returned pieces were flawed, but he behaved in a manner that  was hurried, impatient and totally disrespectful to a consumer who was lied to. I walked out of the store responding to **** who yelled at me to move my car, by saying that Gustafsons was disreputable. As a retired professional, I also recognize how the events may never be truly represented to the actual owners of the business. It was not my fault that there were so many flaws with the furnitureand as I stated to ****, the money I paid did not have any flaws and was not devalued in any way. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/06/2023

  Gustafson's provided three separate deliveries. We exchanged the first table with no additional delivery fee. When the second table was refused due to customer refusal, we offered the customer the option to choose something different. The customer chose a third option and paid the agreed delivery fee for the third choice. After the third table and chairs were delivered the customer requested to exchange chairs from the third set. Gustafson's agreed to allow the customer to come in and exchange another chair as the customer wasn't satisfied with the chair. When the customer came in to exchange the chair, she began insisting on a further discount. When the customer was informed that she would not receive any further discount, she became hositle with both the sales and office staff and was asked to end her communication and her transaction. Gustafson's has made several attempts to remedy the concerns for this customer with no success. The customer agreed to the terms in which we provided solutions to her issues. We will not be refunding delivery fees as they were agreed upon services by both parties. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19423682
  
  I am rejecting this response because:let it be known to consumers that this business does not stand behind their merchandise in a manner that respects the customer . I was told I was lucky that the defective table and one chair with a short leg were being exchanged/replaced.  This business lied to me about where this furniture was made overseas. The salesman wanted to just get rid of me and was completely disrespectful. Again, I was cheated by paying a double delivery fee for merchandise from their store that had obvious flaws. I had brought up to the salesman that the they were making an additional $80 for the difference in the chairs and that the table should have been discounted 10% because they sent me the floor sample. In my 65 years I have never had an experience like this. I stand by my parting words in the store Gustafsons is disreputable.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/12/2023

  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 L shaped smaller sectional with 2 year warranty totaling $1989.34 July 2nd 2022. To say I am disappointed in this product is an understatement. The sectional is made so poorly. I was undecided between 2 different L shaped small sectionals but the associate I worked with assisted in directly me to the more expensive one of course as I know this is their job. It is just me in my home weighing in at ********************************* my home. I work as a *************** Manager in healthcare with covid cases so I rarely if ever have any company in my home. Its just me. I will attach pictures of this poorly made sectional. I have a balance of $914.94 I owe as I purchased using my Home Inspiration CC but of course as you can see the furniture will be paid off within a year. The 2 year warranty does me no good. I have actually had to purchase cushion covers for it to try and salvage it. I want this replaced all together. The pillows are. mis-shaped. The inside of the back pillows/cushions have some weird brown fibers material in them which is gross. The seams are coming apart. Where the zippers are to the bottom cushions are coming apart. Its horrible. I should have went with the other sectional as I am sure it would still look good. Makes me wonder if the associate just wanted to sell me a piece of c***

  

  Business Response

  Date: 02/14/2023

  We have no record that this customer has submitted a claim for service. The reinsurance does not have any record of the customer making contact with them either. We are happy to assist the customer with her complaint. However, we need to follow the proper channels and the customer would need to call to notify either the protection reinsurance program she purchased or Gustafson's Furniture to begin her service.Tell us why here...

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19392537
  
  I am rejecting this response because: claim for service for what?? I'm informing you Gustafsons now with pictures you sold me a piece of ceap furniture. I have received no call back from your store. Who exactly do you want me to report to that your store sold me a horrible piece of furniture??? I want your store to correct this now. I didnt do anything to the furniture to file a claim. You are the one who sold it. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/17/2023

  We are sorry to hear that you are unhappy with your choice of purchase. It would have been beneficial for you to either reject the items at the point of delivery if you were unhappy with the quality. You have now had the furniture in your home for 7 months. Some of the issues that you dislike are due to the type of furniture you chose ie, loose back pillow cushions. You would still need to file a claim so that your situation can be addressed by contacting our store. Please call between the hours of 9 and 6pm Mon. through Sat. and Sunday 11 to 5. ************

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19392537
  
  I am rejecting this response because: your sales person was the one who encouraged me to buy his item stating great quality. Apparently I need to unzip every sipper and look inside every cushion before anything can be purchased from your store! I will call tomorrow after my morning department head meeting- I work in healthcare as the ************************** head. I don't hold much hope. *** never had cushions do what this set is doing! I moved I to a smaller home sp I sold my other furniture of which I loved.  I needed a smaller living room set for my smaller home. Nice how your store blames me for the sale of poor quality furniture from your store! Who do I ask for when I call???
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a electric chair that has not been in service for the last 8 months. I have called every week an was told it not there responsibility I have the warranty. They are unable to help me. My warranty has 3 years to go. I need help

  

  Business Response

  Date: 12/21/2022

  ***************************** called our store on 11/29/22 and 11/30/22 to let us know that our warranty department had them waiting 8 months on repairs. On 12/02/22 our store manger called her to offer a re-select of a new chair. They accepted that offer and chose a new chair on 12/03/22, which will be swapped for the customer when it comes in. The invoices are attached and all parties are happy with the resolution.

• Initial Complaint

  Date:05/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a n extended warranty and am trying to get a repair completed I have called three times without resolving the issue only to be pushed off no one will assist me with this issue

  

  Business Response

  Date: 05/22/2022

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

   Your service request has been reviewed. We do not have any photos of the service issues that you are requesting. It is critical that we receive this information to expedite your service claim. Upon receipt of your photos we will determine the next course of action. 

  Thank you,

  Gustafson's Furniture and Mattress