Complaints

This profile includes complaints for Godby Home Furnishings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Godby Home Furnishings, Inc.

  14550 Mundy Drive Noblesville, IN 46060-7224

• 

  Godby Home Furnishings, Inc.

  8171 Weston Avenue Avon, IN 46123-7431

• 

  Godby Home Furnishings, Inc.

  103 W Logan Street Noblesville, IN 46060

• 

  Godby Home Furnishings, Inc.

  13672 N Meridian Street Carmel, IN 46032-1358

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:10/30/2024

  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.

  We purchased a Flexsteel sectional from Godbys in ****** in April 2023; which was delivered in May,2023. Within 5 months, we noticed the lack of foam in the recliner section leg rest and saggy seat cushions. We have been trying to work with Godby and their service company, ******* for over a year. Weve been told by a service tech that the problems need to be fixed in April 2024 ( year later) and were told parts were ordered on April *******. After a year, Godby and Flexsteel said it was normal wear and tear. This sectional looks 5 years old, not 5 month old; when we first called about it. All we want is for them to order the parts and fix it. I wish you would allow photos, so people can see the couch. We are retired, and paid thousands of dollars.

  Customer Answer

  Date: 10/30/2024

  This pictures were taken in October 2023; just 5 months after the sectional was delivered.  Flexsteel and Godby says its normal wear and tear. 

  Business Response

  Date: 10/31/2024

  We take all complaints seriously. Flexsteel furniture contracts Serveco furniture repair to handle all customer concerns, and provide repair service when required.  After learning of the customer concerns, we contacted Serveco to ascertain the details of the complaint.   It does seem that Serveco did not communicate well with the customer with regard to the status of their claim.  Serveco did request additional batting and foam materials, however Flexsteel denied the request as the photos indicate normal wear and usage.  There is always some compression of materials as an item is used. 

  The notes indicate Serveco offered to get additional batting material on a charge basis to the customer, however the customer did not want to pursue this option.

  We do regret the apparent poor communication from the service provider, however we are bound to the terms of the vendor warranty.  Flexsteel determined there was not a defect in workmanship.

  Customer Answer

  Date: 10/31/2024

  I was told by ******* that the parts were ordered in April, 2024; after being in conversation with them since Nov 2023. 
  I also paid $40 in November, 2023 for parts. I think u should receive the parts or a refund. I can provide a copy of the bank statement that I paid this Nov. 8, 2023. 
  Then I was told I could fix the looseness of the seat cushion by tightening a strap under the chairs.  Im sorry, but we are both in our 70s with back problems. If they could send a serviceman to come and fix that, that would be helpful, but they said no. 
  Then this  week I asked a manager from the ****** Godby if could email me a copy of the warranty two days ago. ****** said he would, but has not  its  been two days , and still no contact.  
  I really would like that someone would actually care, instead of just pushing me aside. 

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:09/03/2024

  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.

  We bought a sectional from Godby's on 4/13/2024 for $3246.23. Included in this price was the "Gold Complete Plus" warranty for $299.95. (5 year furniture protection plan) In early July, we noticed that the cushions are already showing excessive wear and indentations where we are sitting. We immediately contacted the store and talked with ********************* who stated we had to contact the service department for Godby. We contacted them and was told we had to contact ****** to initiate a claim. We did so on 7/22/24 and provided pictures as requested. After several days, on 8/12/24, Servco notified us that the manufacturer stated the indentations were considered normal wear and tear and the case was closed. We then started contacting the store again and spoke with **** and **** who both stated that ***** was the Store Manager and would find a resolution and contact us. After multiple attempts to come up with a resolution with no response from Godby, we are asking the BBB to assist us with preferably a refund at this point so we can go somewhere else and purchase a reliable product or we would consider a replacement as long as it is a reliable product. Also, we have two consoles that have USB and electric outlets in them. They also no longer work. This has also been relayed to Godby without resolution. This is unacceptable that after 3 months the sectional is broken down like this.

  Business Response

  Date: 09/04/2024

  We did take action for the concerns of the customer.  *********** partner, *******, addressed the cushion compression issues with the vendor.  Photos were sent to the factory customer service department.  They determined that the photos showed normal usage compression, not a defect.  These findings were communicated to the customer by *******. 

  Unfortunately, ******* did not understand that the customer was also experiencing an issue with the *** on the console, and therefore this did not initially get addressed.  Our managers did follow up with ******* to inquire about the *** issue after speaking with the customer again.  ******* opened a new claim to address this.  They indicated a call was made, and a detailed voicemail was left for the customer on 8/29/2024 with instructions how to follow up by contacting Serveco with the new claim  # ******.  

  We do take customer concerns seriously, and work with our vendors and partner companies to address concerns in a timely manner.  Once the customer continues their service claim with Serveco to address the *** issues, I am confident they can resolve the issue.  

  Customer Answer

  Date: 09/14/2024

  I did not receive any information until I received the email today stating this case is closed.  There is no way that this can be "normal wear and tear"!  We bought the 5 year warranty also in case anything was wrong with the couch.  Every cushion is sinking as the pictures show.  This should not be normal in a year even, let alone in 3 months from the purchase date.   I have again sent pictures to Serveco regarding the *** ports.  I am not satisfied with the way this complaint has been handled and a resolution has not been reached.  Please reopen this case and assist.  Regards, *********************

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I did not receive any information until I received the email today stating this case is closed.  There is no way that this can be "normal wear and tear"!  We bought the 5 year warranty also in case anything was wrong with the couch.  Every cushion is sinking as the pictures show.  This should not be normal in a year even, let alone in 3 months from the purchase date.   I have again sent pictures to Serveco regarding the *** ports.  I am not satisfied with the way this complaint has been handled and a resolution has not been reached.  Please reopen this case and assist.  Regards, ****** ****
  
  Regards,
  
  ****** ****

  
  

  
  

  Business Response

  Date: 09/19/2024

  The consumer purchased out Gold Complete Plus plan.  The plan covers accidental stains and damage that might happen to the item.  A copy of the coverages is attached. 

  The photos have been reviewed by the service company, the manufacturer, and our management.  The photos depict normal fabric wrinkling and compression that occurs with normal use.        

  Customer Answer

  Date: 09/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  There is no way that a $3200+ sectional should have indentations after 3 months. We would like a replacement/refund. 
  
  Regards,
  
  ****** ****

  
  

• Initial Complaint

  Date:06/30/2024

  Type:Product 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.

  ***************************** is 90 years old and legally blind so her daughter, ****, is helping her with this complaint. On 3/17/24 ******** bought a ******* LX Class firm mattress from Godby. She specifically told *********************** that she needed the firmest mattress because of her bad back. She liked the one on display that she laid on in the store. However, the mattress she received does not feel as firm as the one in the store. She called within a couple of days of delivery and told ***** she was not happy with this matress and she wanted Godby to come get it. He told her "No, you have to wait 30 days before we can do anything." ******** complied with that request even though she was very unhappy with the mattress. She called back after 30 days and told ***** she was still unhappy and that the mattress does not feel as firm as the one in the store and does not support her back. I took ******** to the store and talked to *****. He had her look at the other 2 mattresses in the store that were firm but ******** was not sure she liked those. He mentioned possibly an in store credit but ******** is 90 years old and just had to downsize her furnishings moving to a smaller senior community so she has no need for any other furniture. She wants the mattress returned and her money back of $2629.95 plus tax. Godby can come get the mattress now as far as ******** is concerned. Godby is telling us that since we signed "no refund or exchanges beyond 5 days of receipt" that she is stuck. ******** called within the 5 days of delivery and ***** told her to wait the 30 days. We are asking the BBB to help us get this resolved as soon as possible because of ********'s bad back. Thank you.

  Business Response

  Date: 07/02/2024

  The comfort warranty on mattresses does require a 30 day trial period. The manufacturer states that is typically takes 30 days for the body to adjust to a new mattress.  The sales associate did ensure by going to the customer's home and inspecting the mattress, that the mattress delivered was the correct mattress the customer ordered.  We then offered to exchange the mattress for a different model per the comfort warranty.  Our sales associate has not heard back from the customer.  We are happy to order a firmer model for the customer. 

  Customer Answer

  Date: 07/03/2024

  We would like more clarification from Godby when they offered a "firmer" model to ********. After ******** waited 30 days and discussing her dissatisfaction with ***********************, he did mention looking at other models in the store. I took ******** to Godby's and ***** told her that the ******* LX-Class Firm mattress she bought is the firmest model Godby's carries. He showed her two other firm mattresses in the store. The one mattress ******** did not like at all. The other firm mattress was another ******* but it was even more expensive than the $2629.95 mattress that ******** purchased and it had a plush top on it. ******** laid on it and was not sure if she would like that or not. 

  If Godby is willing to let her try that ******* firm mattress for no additional charge, and agree that if ******** is not happy with that mattress then she will get a full refund. Numerous times ******** stated to ***** that she has a very bad back and needs the firmest mattress. This is an important purchase to ******** since she needs a good mattress for her back for a good night's sleep as well as this is an item she plans to have for the rest of her life. We would want this in writing from Godby and do not want the case closed until ******** knows if she is happy with the other ******* firm mattress.

  Customer Answer

  Date: 07/13/2024

   

  Hello-

  We were waiting on an official response from Godby through the BBB website. I have included below an email string from *********************** from Godby. **** reached directly out to me with the emails below. As of now on Wednesday July 17 they have agreed to pick up ********'s mattress and then send her a refund check in the mail. We have agreed to that arrangement. However, I previously specifically asked the BBB to keep the complaint open until this has been fully resolved. Once ******** has the refund check in her hand then we can close the case.

  Please confirm that this case will stay open until we respond that Godby has followed through with the refund check.

  Thank you-***************** (********'s daughter).

   

  ****,
  I believe they will have her sign the delivery conformation receipt on their ipad or iphone at time of pick up. There is nothing on paper. To be honest, they do not look it over super carefully, the only thing they really look for is that the law tag is attached. But if there are any glaring issues or missing law tag, they would not take the mattress, it would be left there. We would not take the mattress then come back and say that that there were issues. So if they load the mattress on the truck, a refund check will be issued. We just need the law tag to fight for credit from the manufacturer since we cannot sell used mattresses. I would not worry, as long as it has the law tag you should be fine since our business manager approved the return.
  
  Thanks,
  ***********************
  Godby Home Furnishings
  ************
  
  From: ***************** <******************>
  Sent: Thursday, July 11, 2024 11:51 AM
  To: *********************** <**************************************************>; ***************** <******************>
  Subject: RE: Mattress Return
  
  Hi ****,
  
  Can the delivery team give ******** a receipt at the time of pick up on the delivery documenting that the mattress met the conditions of return and that the refund check will be mailed to her since she met those conditions?
  
  I want to be sure she has something in writing at the time of pick up.
  
  Thank you,
  ****
  On 07/10/2024 1:19 PM EDT *********************** <**************************************************> wrote:
  
  
  ****,
  
  I just got back from lunch and listened to your voicemail. I do have you scheduled for next Wednesday the 17th. Pictures are not necessary, our delivery team will check out the mattress and verify the law tag is there at time of pick up.
  
  Thanks,
  ***********************
  Godby Home Furnishings
  ************
  
  From: ***************** <******************>
  Sent: Wednesday, July 10, 2024 1:15 PM
  To: ***************** <******************>; *********************** <**************************************************>
  Subject: Re: Mattress Return
  
  Hi ****
  
  I just left you a VM message regarding the mattress pick up. Just wanted to confirm that Wednesday 7/17 will work. Also do you need me to text you pictures of her mattress and the tag?
  
  Thank you
  ******************;
  
  Sent from my iPhone
  
  On Jul 9, 2024, at 8:15?PM, ***************** <******************> wrote:
  
  Hi ****,
  
  I appreciate you reaching out regarding my mother's mattress purchase.
  
  Let's schedule Wednesday 7/17 for the pick up of the mattress.
  
  That will be fine to issue a check to ******** at her address.
  
  Thank you,
  *****************
  On 07/09/2024 1:33 PM EDT *********************** <**************************************************> wrote:
  
  
  Good afternoon. My name is *********************** with Godby Home Furnishings and it has come to my attention that your mother is not satisfied with her mattress purchase. I have been given approval to allow her to return the mattress for a refund provided the mattress is free of defects, stains and has the original law tag. I show she paid $2,629.95 for the mattress. We would need to charge $199.95 for the pillow that she received at no charge under the promotion of purchasing that mattress. I currently have Saturday 7/13/24 this week and Tuesday through Saturday next week available to pick up the mattress. Please let me know what day works best for you. Once the mattress is picked up, a refund check in the amount of $2600.10 will be mailed to ***************************** at ********************************************************************
  
  Thanks,
  ***********************
  Godby Home Furnishings
  ************

  Customer Answer

  Date: 07/23/2024

  Hello-My mother, *****************************, did receive the refund check from Godby in the amount of $2835.50 so we can close the case now. We appreciate the help of the BBB and **** and **** at Godby to resolve this matter.

   

  Thank you,

  Rona 

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/03/2024

  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.

  The ottoman has the nap running several different directions! It looks like its 5-10 yrs old! Id like it recovered in a different fabric! Its been delivered to me 3 times! Each time it looks worse than the original that had a small tear!

  Business Response

  Date: 05/06/2024

  We did order the ottoman specifically for ******************** in the fabric color and pattern she chose. No issues were noted at the time of delivery, however the day after the ottoman was delivered, she did call to indicate there was a snag on the ottoman top.  We replaced the top panel, even though no damage was reported the day of delivery.  ******************** indicated she was not satisfied with the repair, so we sent the ottoman back to the vendor for factory replacement.  The ottoman was re-delivered on April 11, 2024.  There were no issues reported at the time of the second delivery.  Now on 5/3, ******************** indicates the nap runs differently, and there is now a chip on the leg.  We have agreed to replace the chipped leg, even though it has been in her home for 3 weeks.  The fabric is certainly within the vendor specifications.  Some fabrics do have a nap.  With normal usage, the nap can lay differently, however this is not an indication of a defect.  Generally, running a hand over the fabric will brush the nap in the same direction.  

  Customer Answer

  Date: 05/06/2024

  The 1st ottoman damage was reported immediately!  I am by myself and had a sofa, loveseat , ottoman and 4 pillows to inspect!  So I called immediately the next morning!  And it has not been resolvedit still looks old and is in a living room where it hasnt even been used!  ******, the gal I first spoke to has been rude from the beginning!  On Friday she told me I picked a fabric that was unforgivingseriously!  I paid over $600.00 for this piece of furniture!  And the leg that was chipped was reported immediately also!  The original ottoman that was recovered didnt look like the one I have now!  I asked if I could return it or choose a different fabric material!  

  Customer Answer

  Date: 05/06/2024

  ******,  the customer service lady also keeps telling me it looked fine when it was here!  They must not have good lighting!  I dont even have my lights on in my living room and it look old and faded! I have also tried brushing the fabric in different directions!  I feel like the fabric is a second quality!

  Customer Answer

  Date: 05/07/2024

  ****** from customer service also stated to me on Friday May 3 they shouldve just repaired the original ottoman!  Also they picked up my ottoman 2 days before I went to ******* for the winter!  The ottoman was stored by them for 4 months!  I have included photos of the original ottoman and the one that was delivered April 11. 

  Customer Answer

  Date: 05/07/2024

  ****** from customer service also stated to me on Friday May 3 they shouldve just repaired the original ottoman!  Also they picked up my ottoman 2 days before I went to ******* for the winter!  The ottoman was stored by them for 4 months!  I have included photos of the original ottoman and the one that was delivered April 11. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The 1st ottoman damage was reported immediately!  I am by myself and had a sofa, loveseat , ottoman and 4 pillows to inspect!  So I called immediately the next morning!  And it has not been resolvedit still looks old and is in a living room where it hasnt even been used!  ******, the gal I first spoke to has been rude from the beginning!  On Friday she told me I picked a fabric that was unforgivingseriously!  I paid over $600.00 for this piece of furniture!  And the leg that was chipped was reported immediately also!  The original ottoman that was recovered didnt look like the one I have now!  I asked if I could return it or choose a different fabric material!  

  ******,  the customer service lady also keeps telling me it looked fine when it was here!  They must not have good lighting!  I dont even have my lights on in my living room and it look old and faded! I have also tried brushing the fabric in different directions!  I feel like the fabric is a second quality!

  ****** from customer service also stated to me on Friday May 3 they shouldve just repaired the original ottoman!  Also they picked up my ottoman 2 days before I went to ******* for the winter!  The ottoman was stored by them for 4 months!  I have included photos of the original ottoman and the one that was delivered April 11. 
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 05/24/2024

  Our position has not changed.

  Customer Answer

  Date: 06/07/2024

  The company did nothing to remedy this problem!  The pictures I sent clearly show I received a defective ottoman!

  Customer Answer

  Date: 06/07/2024

  Godbys did nothing to remedy this problem!  Clearly the pictures I sent show the defective ottoman I received!

• Initial Complaint

  Date:02/26/2024

  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.

  I bought a set of bookcases (after I returned another set) and paid by credit card for the additional amount on 01/05/2024. In closing the deal with the Salesperson, I mentioned that I have talked with **** Godby about his dad and the military service. She asked if I was in the Military, which I respond yes, retired US Army. She mentioned that I may be entitled to another 10% percent discount and that it's usually a cash buy offer. I told her I would pay in cash to get the 10%. She told me she would see what she could do and a few days later I got call that I would be getting a check for $527.00. About 10 days later I received a check dated 02/07 for $ *****. I called and asked her about it and that she said, "that's not right." well days passed and I never heard a word so after numerous phone calls she did call me back on 02/12/2024 and tell me she was waiting on paperwork from the man office. I finally called her on 02/26. She said she didn't know anything and that she would text me her cell number (as she had to leave for a funeral) and have a manager call me.

  Business Response

  Date: 02/27/2024

  We do offer an additional 5% discount for military personnel.  Our sales associate did have the prices adjusted to reflect the military discount prior to delivery.  We have had multiple conversations with ********************, even to the point of breaking down all the charges for the discounted items and the delivery service fees, as well as shown all the total payments that were made.  Once all charges and payments were accounted for, we owed and sent ******************** a check for the exact amount he was due. 

  We certainly regret there is a misunderstanding, however we have done everything in our power to fully show all the charges, the associated discounts, and the delivery services provided as well as the payments made on the items.  We are confident ******************** has not been overcharged, and that all monies due back have been sent.

  Customer Answer

  Date: 02/27/2024

  I've had discussions with ***, she has been helpful from the company standpoint.  I believe they are under the impression that I owed the business $374.41.  I paid the balance in full on 01/05/2024.   They are showing a receipt/sales order dated 02/07 with a different discount.   I was given this receipt or copies of this one today.    I've attached both.  

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I've had discussions with ***, she has been helpful from the company standpoint.  I believe they are under the impression that I owed the business $374.41.  I paid the balance in full on 01/05/2024.   They are showing a receipt/sales order dated 02/07 with a different discount.   I was given this receipt or copies of this one today.    I've attached both.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/1/23 we placed an order for a couch and 2 recliners. we received the leather recliners however, we were told it would be **** weeks for the couch since it was a special order. We under stood that and planned on it arriving by Christmas. Boy were we wrong!!!On 12/4/23 I contacted our sales person asking about the status of the couch since I had not heard anything. NOT one word on the status for 8 weeks!! Great customer service.......NOT!!! He, (***** is the worthless salesperson) told me, "It shipped on the 1st and you will have it by the end of next week." I said, Perfect. Well, that week came and went so my husband and I went to the store to ask ***** face to face the status. It was now 12/9/23. He said, oh, it has not shipped. Needless to say, I was not happy. I told him he lied to me when I called inquiring and he said it had shipped. So now we are at 12/14/23 and still nothing. I contacted his manager, *******, she says we will get you a loaner so you have a couch for the holidays. I was very appreciative. She said, "It will be there Tuesday the 19th".Well, my husband sat at home all day and Nothing, no call, no email, no couch! He then went to the store on 12/22/23 and had a conversation with ******* again.We are now at the mercy of them, we paid cash for the couch, it has now been 13 weeks and we have nothing but 2 recliners. No it is not 3rd world problems but this is utterly ridiculous. Awful customer service. ***** the sales person is worthless and now that he has already been paid his commission, he does not give 2 craps about us being inconvenienced and having no place for the family to sit at Christmas!!! I will make sure all of my family and friends do not darken the door of Godby Furniture! EVER!!!

  Business Response

  Date: 12/26/2023

  We certainly apologize for the unexpected delay.  In speaking with our manager, the manufacturer website listed an expected ship date.  We gave that information to the customer.  Unfortunately, the vendor changed their ship date.  The retail store is not advised when this change happens.  Admittedly, our sales associate who had been following the progress, did not check back on the website to see this date change.  Once the customer called in to check their order and report the issue to our manager, we took action by delivering a loaner sofa for the customer until their sofa arrives.

  We do regret that the ship date changed, however this change is beyond our control.  The vendor website now lists that the sofa as in-transit, but there are many factors that affect when we receive the item.  Once the item does arrive, we will contact the customer to arrange delivery and bring back the loaner sofa.

  In response to the comment that the sales person does not care as they have received their commission, our sales associates are not compensated until the delivery is made to the customer's home.  Our sales associates want the items to arrive quickly for this very reason. Again, we apologize for the shipping delay.

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  We understand there are issues with shipping companies, however, it is unacceptable that we did not receive a follow up call, email or any type of notification on this and the worse part is, I was lied to by the sales associated stating it had shipped.  Also, being told by ******* that a loaner would arrive the afternoon of 12/19 ( my husband made sure he cleared his afternoon to be home for the delivery) and again, no call or followup. The loaner did not arrive!!!

  Until we physically went to the store, the loaner was not delivered until 12/23/23.  The fact that we feel slighted, lied to and treated like idiots is unbelievable.  Yes, we are appreciative of the loaner, but my word, it is a nasty old dark grey love seat that was supposed to be light grey with throw pillows (according to *******).  What a joke!!!  And we were given a 10 minute window before the arrival of the loaner which was supposed to be at least an hour window to confirm we were home. 

  At this point We feel we should have some type of an inconvenience fee paid to us or a total refund.  I have never been so upset or frustrated with a furniture store!!!  The business that I am in, if we treated our customers this way, not only would the sales associate be following up with the customer constantly, we would obviously compensate the customer in some way.   

  As stated before, I will never purchase again from Godby and I will make sure none of our family and friends darkens the door of that store as well.

  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:11/20/2023

  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.

  Original transaction date is 05/27/2023.We spent approximately $17,000 at Godby home furnishings in *******. An outdoor sectional with cocktail table was delivered on 5/31. About 1 week later I began calling regarding the cushions. They seemed to soak up an excessive amount of water to the point that it pours out like a waterfall and was causing the finish on the wooden base to rub off. These cushions were supposed to dry completely within an hour. I repeatedly was told that one would be replaced and I was should be bringing them in daily. The actual structure of sofa is cracking also. On 6/23 the outdoor dining table and 4 chair set was delivered. The stretcher on one chair broke off and a service call was placed. At service call, I again pointed out that both the sectional and dining table and chair sets are warping. I spoke repeatedly to ****** and was told to text pics of serial numbers. Over the entire summer, I made many phone calls attempting to resolve these issues and was told that they were waiting to hear from the manufacturer. Finally, about 2 weeks ago, I was told that they would give me store credit but I would be charged an additional $150 delv fee to pick up the defective items and another $150 when I choose something else with the store credit. I was informed that the only outdoor furniture the store carries is from one manufacturer. I no longer have trust in this mfg as 2 separate sets completely warped, cracked, defective. I have asked for a refund. I was denied a refund and when I asked for the store credit to be put in writing, still have not received anything and they want to pick up defective items in 4 days. During this entire time, I have complied with all requests for pics or other info. Now the lazboy indoor sofa that was delivered looks as if it is 5 years ************* uses it as a bed. When I requested a service tech to come out to inspect it, I was told to rotate my cushions. I insisted & told they would get back to me, nvr got cal

  Business Response

  Date: 11/20/2023

  We take all claims seriously.  We do follow the requirements of each individual vendor with regard to their warranty.  For this customer, we went to the vendor with documentation and photos of the issues.  While this process was lengthier than we would have liked, ultimately we obtained authorization to replace the items for the customer.  In deference to the customer not wanting to choose other outdoor items, we are leaving the total dollar amount of the outdoor items on the customer's account to be used toward anything in our store.  A refund is not allowed.  

  With regard to the ******** sofa, the customer submitted photos to our service department.  All furniture must be maintained and "fluffed".  The photos showed normal use.  ******** and or dacron cushioned sofa back is engineered for comfort, not rigidity.  This requires frequent maintenance with use if one desires a more full look.  Each consumer utilizes their furniture differently, and each item will show wear based on use.  The customer photo shows this normal compression and not a manufacturer defect.

  Customer Answer

  Date: 11/20/2023

  Pics of lazboy sofa day delivered 5/31/23 & 10/17/23

  Some pics of patio table & chairs I have many more. I am requesting a refund on both outdoor sets as I have been attempting to resolve the issues since 1 week after delivery. The store did agree to give me store credit on both outdoor sets. The reason I requested a refund is they only carry the one manufacturer on patio furniture. 2 separate sets from this mfg are defective  I do no have faith in the mfg any longer  

  I attempted to get someone out to look at the inside sofa & was told I need to rotate my cushions. I assured them that I do this but would still like a service technician to come out. I have not received a call back 

  also, please note that this is a country house. We do not live at this house on a regular basis. At most, I am at this house 1 week a month during summer months. 
  my customer is is ******

  sale # ********

  sale date is 5/27/23

  3 different delivery dates-

  5/31/23

  6/23/23

  7/14/23

   

• Initial Complaint

  Date:04/12/2023

  Type:Order 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.

  Sofa was not manufactured correctly and Godby sold the defective product to me knowingly. When I called to complain a representative from their warranty company visited my home to inspect the sofa. This was after several months of reaching out to Godby Furniture to complain about the defect. The warranty agent found that the springs were not attached to the frame. And, concluded that the sofa had not been manufactured correctly. The warranty representative sent a detailed report to both myself and Godby.The best resolution for my duress and compensatory well being would be for Godby to replace the same sofa or one of equal value. This is the professional thing for them to do to mend the damages caused.

  Business Response

  Date: 04/14/2023

  The item was delivered to *********************** in October 2019.  Our service company documented the date of her complaint as November 2022.  Since  the furniture has been in the customer's home for 3 years, the item is outside of the labor warranty. *********************** was presented with the available repair options and repair costs.  The choice is hers as to whether she wishes to proceed.

• Initial Complaint

  Date:01/03/2023

  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.

  We purchased a Flexsteel sofa with warranty 2 years ago from Godby Home Furnishings in ***** A month ago electronic recliner stopped in up position. We have contacted the store and warranty ***** several times. After finally getting someone to file a claim, we had to prepay them over $200 to even get on a schedule to have it fixed. We were charged for labor and the delivery of parts possibly needed to fix in advance. We have contacted the "service department" multiple times, paid in advance for labor, and have still not gotten anyone scheduled to come out and fix the issue. We have had nothing but issues with this sectional and the customer service at ******************** in ***** It is beyond ridiculous that we were charged in advance for services that *** or *** not be rendered in a timely fashion. While this is not an earth shattering issue. It is an annoyance. And, at this point, *** be considered unprofessional business practices and fraud. We realize our sofa is beyond the term for a full warranty. However, it is still covered for replacement parts. And, given it was overpriced to begin with ($3700 or so), I would think they should honor their commitment to what warranty is left. In addition, never have we ever had to prepay for possible services to be rendered. We want our reclining sofa fixed as it is pretty much useless as it is right now. Either honor your service agreements or refund our money and we will go to a more reputable company.

  Business Response

  Date: 01/05/2023

  All furniture has a 1 year labor warranty, and various time frames for parts warranties.  In this instance, the customer called our service company on December 12, 2022.  ******************* recorded receiving the required photos to proceed with the claim on December 22, 2022.  At that time, the customer was informed that the item was out of labor warranty, and of the repair process needed to move forward.  The repair company requires their service fee, and shipping for parts be paid in advance.  Payment was received on December 26, 2022, and parts were ordered.  Customer was called by the service company on January 2, 2023 to advise that parts were placed and acknowledged by vendor.

  It seems that communication has occurred efficiently.

• Initial Complaint

  Date:05/13/2022

  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 bought 1 coffee table and 2 end tables in February 2021. Within a few months, we saw the finish on top of 2 of the tables were coming off. We turned in the issue with Godby in November ********************************************************************** December 2021. They sent out a service representative and upon his review, we were told the tables would be replaced and would hear back for Godby within a few days. They did not contact us, so we called them back in January 2022. After speaking with them, they told us they were waiting to hear from the manufacturer. Here it is May 2022 and after calling them on an average twice a month, we keep hearing 'they are waiting to hear from the manufacturer'. It appears that they clearly do not want to honor the warranty.

  Business Response

  Date: 05/31/2022

  Due to the lack of communication from the vendor, we agreed to replace the tables on 5/26/2022, prior to receiving this BBB communication on 5/31/2022.

  Customer Answer

  Date: 06/03/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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