ComplaintsforLuxury Mattress & Furniture LLC

• Initial Complaint

  04/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a queen ******* outfit almost one year ago (4/10/21). In June I received a call that the ******* outfit was in. I payed for delivery, so we set up a day for delivery, at no time was it mentioned that the dresser and mirror was not in. After the men were done getting the boxes off the truck the delivery man told me that my dresser and mirror was not in and he made a note of it and said tge store knew and had me sign it. I have called the store and went into the store several times. The man in charge was calling me weekly with updates up until around January. I have not heard a thing about the dresser since. Also, one drawer to the bed is unusable which they were told as well, again he said he would contact the manufacturer. I have not heard anything about that either. Also, the ******* outfit is advertised as American Made, it is NOT!!

  Business response

  04/26/2022

  Per our phone conversation with customer, they have reselected merchandise that was in stock and not backordered. Therefore we have solved the customers issues.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair from Luxury Mattress & Furniture online on 11/2/2021 via *****a. Luxury Mattress & Furniture cancelled my order. Didn't share this info with me until I called. Website stated free shipping. Order confirmation stated free shipping. Luxury Mattress & Furniture stated that they don't ship furniture (which the website didn't state) and since I lived in KY, they wouldn't deliver. Understandable, but was never notified until I called to inquire about my order. I have called multpile times inquiring about my refund of $430.00. I do not get a return call. They have answered the phone twice and I spoke to two individuals - sales manager said he would process the refund. Then spoke to a sales rep and she said he was out with covid and he is the only one that is able to process refunds. Two months later and still having received a call or my refund.

  Business response

  10/06/2022

  That is correct, according to our website we only deliver within a 100 mile radius of our store This refund has been processed through the finance company since we cannot service your area. Happy to help!

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/21/21 we purchased and paid for a bedroom set for $ ******* and was told it would be 2 to 12 weeks for delivery because of COVID. It is now Oct.23 2021 and still no bedroom set. We have been in contact by ************* on a weekly basis. We've visited the store in person over half a dozen times to resolve this issue. We only want a refund of what we spent. Attempts to substitute another bedroom set require us to pay more to them. I refuse to give them anymore money when this is how they conduct business. We are only asking for them to do the right thing by the customer. Total refund due is $*******.

  Business response

  11/13/2021

  Sorry per our terms and conditions of the sale, we do not offer refunds. You were made aware of these terms and signed the sales agreement agreeing to these terms. We are more than willing to offer an exchange for a bedroom set that is available. Unfortunately, if you are substituting for a bedroom set that is more expensive than what you paid, you will have to pay the difference in cost. Call us @ ************ to complete this request. Happy to help!

  Customer response

  11/15/2021

   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.

*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. ↩