ComplaintsforLuxury Mattress & Furniture LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is the worse furniture company I have ever dealt with. We ordered a bedroom suit on 01/19/24. After my order was already placed we received an email saying it would take up to 20 weeks to get the furniture and we could not cancel the order. We patiently waited for our furniture and made all payments on time. I tried checking status multiple times and each time was assured my furniture would be delivered on time. The furniture was suppose to be delivered by 6/7/24. I gave it a week extra and then called the company to check status. After leaving multiple messages they finally called me back. I was told the furniture would be on the next truck and would be delivered between 6/20 and 6/28 or I would receive my money back. I tried calling to check status multiple times but this company is EXTREMELY bad about answering the phone or returning calls. I finally spoke to someone on 7/3 and they said the furniture is not availablenot sure how we went from it would be on the next truck to its not available!! ?? I was told the order would be canceled and I would receive a full refund. I was told to give it 7-10 business days. I did that!! I contacted the ****************** and they said the order had not been cancelled. I called the furniture store again and to my surprise actually got someone on the phone but only to be told that she would check into it and call me on Saturday 7/27. It is now the 7/30th and Ive left multiple voicemails and online messages with NO RESPONSE!!! I am still having to pay my payments so my credit is not ruined. And I cant get anyone from the furniture store to call me back! This is the absolute worse customer service I have ever dealt with!!!!! I need an email sent to Affirm letting them know my order was cancelled. And do not say they funds are not available and have already been refunded because they have not!!!!

  Business response

  08/01/2024

  We spoke to Affirm and they corrected their mistake with the refund. Happy to help!

  Customer response

  08/01/2024

   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.

  
  

  Thank you.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My date of purchase is 4th of November 2023,order number is 2709 , my purchase amount is $799.98 gor luxury linen upholstered bed . I was told in the email I received after purchase that it will take 1-20weeks for me to receive my purchase ,I still haven't received my purchase till now I called the customer service number on the website no one picks,I sent emails to have update about my order still no response from this company, i didn't receive tracking num till now. I felt like have been scammed by this company!

  Business response

  06/07/2024

  This order was unable to be fulfilled by the manufacturer. Therefore, it was refunded to you through Affirm. If you have any questions about your refund, please contact Affirm since that was your payment method.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The problem is that I ordered a recliner chair Catnapper **** Super Plush Swivel Rocker Glide Recliner color Cobblestone code/sku B62621B7 date ordered: November 24th 2023. Order #****.Today is May 11th, 2024. want my chair as I have back pain. No one in your company calls me to give me updates as to delivery. I was told the chair would be delivered in a few months the latest being February 2024. I am disappointed and very upset.

  Business response

  05/22/2024

  The manufacturer could not build this order within a reasonable time, therefore this order has been refunded.

  Customer response

  06/17/2024

  I made an online purchase for an expensive recliner chair in November 2023. I have the receipt. I set up a payment plan with their affiliate finance company called AFFIRM. I paid $899.00 to this company. I never received the chair and filed a complaint with BBB for help. I have not received a refund. Affirm said I need to speak with Luxury mattress to sort it out. I am a senior citizen with health issues and have made attempts to contact the company. I need BBB to help me and get me my refund because this is theft of service. They have my hard earned money and stole from me.
  
  Refund

  Business response

  06/18/2024

  We no longer have the funds for this order since it was refunded, you will need to contact Affirm.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order was placed more than a month ago for two dressers and although I have started paying for the furniture, I have never received a confirmation or an order ship date. Nobody has returned my repeated phone calls. Feels like an absolute scam.

  Business response

  01/18/2024

  Hi. This order had to be built by the manufacturer. Per our website, orders take up to 20 weeks to be delivered from time of order. There is a checkbox you must check during checkout to complete your order. (See attached screenshot) The website will not allow you to continue checkout without checking this box agreeing to our terms. As soon as we have a shipping update from the manufacturer, we will forward you that information. Happy to help!

  Customer response

  04/08/2024

  I purchased two dressers from this company last December and have been making regular payments to Affirm. After multiple phone calls and emails went unreturned, I finally got a couple random responses via ********* Last month, my purchase was canceled and a refund was promised, which has never come. I need all of my payments credited back to affirm immediately.

  Business response

  04/16/2024

  This order was still unavailable from manufacturer so customer was refunded. We no longer have funds for this order.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  October 2023 I purchased a set of furniture couch loveseat and recliner was told delivery would be here by Thanksgiving which only piece that came in was loveseat. waited another month for couch and recliner was told it be here 12/1/23 and then nothing showed so called was given excuses of why I didn't get my furniture. was told it would be here 12/10/23 only thing that came in was couch not recliner. I called office right away and was given more excuses there recording on their website says fastest delivery around and some same day I never was given that option. I highly upset and will never shop here again

  Business response

  12/11/2023

  Hi ******. I am sorry you think we are making excuses for the manufacturer not shipping the product. Unfortunately there are still nationwide supply chain issues in several industries including the furniture industry. These issues are everywhere, not just us. Furniture stores, car dealerships, grocery stores, appliance stores, and many more. We sincerely apologize for the delays, but unfortunately a lot of these supply chain delays and issues are out of our control.
  The manufacturer quotes our business a time frame, and if it takes longer there is nothing we can do, since they are the manufacturer of the furniture.
  The manufacturers are short staffed so production takes longer than normal.
  ETAs are estimated time of arrivals which are provided by the manufacturer but not always accurate down to the exact day or week.
  The trucking & transportation companies are short staffed so delivery times are longer and in-consistent.
  The companies are trying to hire new people every day which actually leads to slower production in some instances due to training delays & new employee mistakes.
  I am sure you are familiar with a lot of these issues, since we all experience them on a daily basis even shopping at the grocery store.
  We hear from our customers that quite a few other furniture stores are quoting a year or more due to these ongoing issues.
  As for your recliner, the manufacturer did not ship it, they are the ones who backordered it, not us.
  Unfortunately, we cannot delivery a product the manufacturer did not ship to us, we do not have it in our possession to deliver it to you.
  Many small family owned businesses such as ourself are struggling to deal with the ongoing production delays, just like the large corporations are.
  As you are aware, we are making multiple trips to your house in effort to satisfy you, delivering the merchandise as soon as we receive it from the manufacturer.
  The moment we have updated information about your order or it arrives, we will call you immediately with that information. Happy to help!

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with Luxury Mattress & Furniture on 7/22/23, & I financed it through ****** on their website. The very next day I changed my mind & it was no longer needed. So I called the phone number that was provided on their website to call. Every time I call the number it appears as if you are holding for a sales rep, then it sends you to a voicemail that states if you leave your name & number, someone will get back to you. Well I have called this number several times & each time I am put into this voicemail that promises to call me back but doesn't. Then I emailed them twice on the email given & no response from that neither. I have already been a scam victim, a hacked victim, & have strong doubts about any company you can order from, but can't reach after that order has been placed. All I'm trying to do is cancel this order because again, it is no longer needed. And I requested this cancellation since the 23rd of July via phone/email with no responses or return calls as promised.

  Business response

  07/26/2023

  Yes, we are located in ************** per our website. All sales are final per the terms on our website as well. There is a checkbox you must check during checkout to complete your order. This box states the following: "Due to nationwide manufacturer timelines, orders take an ETA 1 to 20 weeks.  All Sales Final, No Returns, No Refunds or Exchanges. This policy is in place due to the the wholesale pricing of our products. Once order is placed, order cannot be cancelled or modified, no exceptions. By placing an order with us in store or on our website, you are agreeing to these terms & conditions of the sale. Customer must check box agreeing to terms to continue with order"

  Customer response

  07/26/2023

   I am rejecting this response because:
  Any online order has a box that you must check agreeing to the terms, doesn't mean someone is going to force me to buy something I no longer want or need.  Have you read their reviews?  Cheating people out of their money, sending damaged merchandise promising to resend but never do, ignoring refund requests keeping people money.  They had plenty of time to cancel this order because it was the very next day.  Funny how they couldn't get in touch with me until after they sent the order to the manufacturers as they claim.  What furniture store doesn't answer phone calls or emails until after they ship something?  Class action lawsuit will be next because you are s******* people over & the order will be returned to you either way.  No one wants to do business with a fraudulent company.  Enclosed emails show that today is the first day I received a response back since my million phone calls which kept going to vm with a promise to call back, & my many emails.
  
  

  Business response

  08/03/2023

  Correct, you do have to check the box to complete the order. That is the point of the checkbox, so you are aware of the terms and conditions and have the choice to proceed with the order or not. You did proceed with the order and we did exactly what we said we would do; we submitted the order to the manufacturer to build it at your request. I am not following why or how you are upset with us for doing exactly what we explained in our terms that you agreed to.
  Once we receive your products from the manufacturer (when they are done building them), they will be shipped to you per your order.
  Happy to help!

  Customer response

  08/03/2023

   I am rejecting this response because:
  The box I checked was for approval of my loan, which wouldn't let me complete it without checking the box.  My order went through after I checked the box for the terms of my loan.  You was just accredited last year in December, & already you are trying to s**** customers over.  You can't force your merchandise upon anyone, especially when it's almost $3000 dollars.  Consumers do have rights & I won't stop fighting you on this until I achieve just that, my right to cancel, change my mind, exchange, replace, or any other option all retailers seem to give except you.  Your complaint reviews are horrifying & class action law suit will be next.  I won't be recommending you to anyone, instead I will warn them to stay away.
  
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint on this business due to a refund they owe me 6 months ago. Initially it is over a recliner I purchased over 2 years ago. Item was on back order for a year due to the pandemic. I was told that they would issue me a refund on the item and stated that would take up to ***** weeks. After this time had come and gone I attempted to follow up with multiple attempts to get ahold of someone. I was left with no other choice but to physically show up at the business. At the beginning of March 2023 I visited the business and was told that they finally issued this refund 5 months prior to this visit. I explained to her I still hadnt received this refund and not only had I left multiple messages on voicemail I also left my new card number with an employee who randomly answered the phone a few months prior to this visit. The employee refused to give me any further information related to the refund and stated she would be in touch. I finally did received a call back from a lady named ****** around the end of March 2023 and was told the refund was issued from their end and claimed that in order reissue another refund they had to launch an investigation that will take another ***** days and she would be in touch in the next few weeks. In the mean time I followed up with my bank and they stated the transaction still shouldve went into my account, and in an attempt to assist me they needed the date issued and amount of the refund. As of today not only have I not received a follow up call I have also left several messages since. I am hoping you can assist me in resolving this issue. Maybe even preventing another issue similar to mine in the future. Also, uploaded document is the original receipt for proof of purchase of the recliner. All other info is on my voicemail. Thank you in advance, *************************

  Business response

  05/18/2023

  Hello. We do not have the funds for your order, everything was refunded back to the credit card you paid with. The manufacturer of the recliner you purchased went out of business, **** Furniture. We can only refund an order once, sorry. Please contact your credit card company in reference to the charge. Happy to help!

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered furniture in the spring of 2021 and have only received partial shipment One item is no longer available but they will not refund our money for that item. I have called 3 times in the last 3 months and they are not returning my calls. The last call back I received was in October of 2022 and was told I would have my remaining furniture in November. That did not happen and they never called to explain why. I feel that for the item that they cant supply I should receive a refund because I definitely dont want to order a replacement item and not receive it for 2 years.

  Business response

  01/13/2023

  We have been trying to reach you, but you said your phone ringer was off so you were not answering our calls. We have spoke on the phone since then and resolved your concerns. Happy to help!

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought my daughter a bedroom suite in March 2021. Part of the bedroom suite was delivered in June 2021, but the dresser and mirror were not delivered. The bed was also broke, so that was to be replaced/fixed. Also, the bedroom suite I purchased is advertised *** made, it is not. I have been in contact with the furniture store, but at this point they are not even giving me a date for delivery. I have asked for a refund, but they said it is written in fine print, no refund. I am extremely frustrated in this matter.

  Business response

  12/29/2022

  The manufacturer has finally shipped these backordered dressers and mirrors to us. We are scheduled to receive them by end of January. We will reach out once they arrive and we can get them delivered to you. Happy to help!

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase Of bedroom set - We stopped at Luxury Furniture to look for Mattress and bedroom set. The lady ******, showed us the furniture and store. She said that the store offered ********************************** penalties. We purchased $4099.93 and gave $200 down payment on Sunday, December 18, 2022. They were going to do a partial delivery on Tuesday, December ****************** two weeks. The store manager asked my wife to sign the paperwork without telling her in writing or in words that if you did not pay this amount in 90 days you will end up paying $8000 dollars more. On the receipt it only says that we were going to pay finance fees. They do not inform the customers how much you could end up paying if you do not pay in 90 days. This is an abuse and it is misleading to the customers. My wife speaks Spanish so some things were not understood fully. This was an advantage to the sales manager. My wife work changed and now she knew she was not able to pay for this furniture. She called the finance company Koalfi ************ and asked for a cancellation. ******* agreed to and initiated the cancellation process on Tuesday, December 20, 2022 at 11:28 AM CST. Koalafi adviced us to contact Luxury Furniture to let them know to cancel the delivery. At this point no delivery has been made and no merchandise was in our hands. ******, the furniture manager refused to cancel anything and said that she was going to enforce the delivery and leave it on our porch, she said that it was our problem whether we pay or not. she couldn't do anything about it and said that all sales are finals and no returns or cancellations are accepted. Since we did not have the items with us we asked for help to cancel. Our financial situation had suddenly changed and now we are stuck with a debt that we cannot afford. At the time of sale and signing not all finance clauses were released. It wasn't until ***************************** signed the contract that a delayed text message came through with policies.

  Business response

  12/20/2022

  Hello. Unfortunately, ourselves and the finance company would both have to disagree with this information. All finance agreements are signed by you on your personal cell phone in store before your order is completed. The finance company provides you with all the terms, payment amounts, and interest fees at that time. The finance agreement cannot be completed without you agreeing to these terms in store on your cell phone via digital signature. Once the finance agreement is signed on your cell phone; we then have you sign our agreement stating: "all sales final, no returns, no refunds, no exchanges." See attached.

  We have security video footage of all these digital and physical signatures in our store as well.

  Everything was presented to you in formal writing on your cell phone and on paper for you to read, review, and agree to. This contact has been attached for your review.

  Unfortunately, we have this contract in place for reasons listed and cannot violate this contract as stated.

  Your order was already loaded on the truck and scheduled for delivery today per your request.

*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. ↩