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:05/02/2023

  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.

  Order date: February 11, 2033 Amount of: $2209.99 Burkes Furniture was to provide a wood traditional bed of smooth good quality. A good quality headboard, footboard, sideboards, slats, etc. The bed was not to be damaged in any way. Burkes did not provide the quality bed requested. The bed is damaged with pockmarks, scratches, various colored wood of low quality. This bed looks like it was assembled from a scrap lumber pile and then covered with a substandard coating. The coating has a very harsh smell. I have to keep my bedroom door closed to keep from permeating my house. Very pungent. At no time did I hear the salesperson say this was a special order. She said very little about the bed. No name for the bed or the manufacturer was given. I liked the showroom bed because of the headboard; however, they had bottom covered with several pillows so I didn’t see the damage. I expected a quality traditional wood bed of one single color and I thought that was what I would get. This bed is an awful looking damaged bed and not acceptable. Burke only offered to exchange this bed with the damaged bed in the showroom. That’s his only offer. As I’ve said absolutely unacceptable to me.

  Business Response

  Date: 05/18/2023

  Mr. ******** selected a maple bed and nightstand that was displayed on our showroom floor that we show a dresser with mirror, a chest, a nightstand and a whole second group of the same collection offered in a slightly different color. When he first complained about getting a "different" bed than he ordered we asked that he send in pictures. Upon receiving his pictures i printed them out and walked to our bed on display only to see almost the exact same distressing that is on our bed. In fact some of the distressing is exactly the same because a certain amount of it is done by humans with tools and they repeat randomly on every piece of the same collection. As far as us having the bed covered by pillows, this is just simple decorating that most people do in their own homes. In fact i measured from the top of the pillows and it still shows 16" of the headboard, and the footboard which has the same distressing, is completely uncovered along with every other piece in the same room setting of our store. He did claim at one point that we sent him a bed that was nothing like he ordered so we offered to bring him the bed that he chose it from, but that was unacceptable. As far as the wood being "various colors", this is because when you put pieces of wood together you will have pieces that take the stain different and this especially true with lighter stains which is what he chose.  It is quite obvious that he is unhappy with the bed that he chose, but we should not be responsible for delivering something that was manufactured exactly like the one he chose it from.

  Customer Answer

  Date: 05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I thought I was getting a traditional bed and any matching side pieces that I might chose. The bed that was delivered was absolutely not a traditional bed. As I’ve stated previously the bed is a put together with damaged wood. Their sales lady should have explained that this was a non traditional bed and removed any decorative pillows that covered up damage so that I could make an informed choice. I guarantee if I had seen all that damage there would have been no way that I would have chosen that bed. A reputable business helps a customer make an informed purchase. No help in that regard was given. In my opinion the bed that was displayed shouldn’t have been on the showroom floor.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/19/2023

  Today i have included pictures of the room setting that the bed and nightstand are on display in our store. I believe that if you look at the pictures it is quite obvious that the complaints Mr. ******** is complaining about are unjust because it is quite clear that the distressing is intentional and part of the attraction of this group. I have also included a picture of the nightstand sitting next to the bed, and if you look at the picture you can see where the wood has varying colors to it because no two pieces of wood are the same, therefore when a lighter stain is used it will reveal the differences in the wood grains. It is my opinion that we delivered exactly what was chosen by the customer and that there are no factory defects in the products. Also, when he refused to except our offer to exchange the bed with the one that he chose it from, this just tells me that he is unhappy with the product that was in fact chosen by him.

  Customer Answer

  Date: 05/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: I didn’t come in to buy additional furniture. I just wanted to buy a bed. Burkes mentioned additional side pieces. I was not originally interested in side pieces so I would have no reason to look at them. A traditional bed is all I wanted to buy. I did not get that. As I’ve stated the sales person was of no help giving me information about the bed. A reputable business should explain to a customer what type furniture they are purchasing. As I’ve said they absolutely did not do that. This is a case of deceptive business practices.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/09/2022

  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.

  We ordered a chair from Burkes. The chair that was delivered was not the same fit as the chair that we tried out on the showroom floor. After considerable discussions with the owner, the owner at Burkes refused to make it right. His reason was "my wife was too short". His rude and arrogant statements were totally inappropriate. We would like a return and refund of our payment of $1499. plus tax.

  Business Response

  Date: 01/30/2023

  *** ******* came to our store  back in March and April and after a few visits purchased a sofa and two chairs from our selection on display. They also became interested in one of our most popular swivel rocking chairs from ******* ********** Because they ordered the chair in a fabric of their choice, this becomes what we call a "special order". After having the chair for a short period of time they called saying the chair sat differently than the one they chose it from and that it "caused **** ***** to be dumped out on the floor". We agreed to pick up the chair and bring it back to our store to see if there was anything noticeably wrong with the chair, also because we had the chairs we stock here to compare the two side by side. After finding absolutely no difference in the way the two chairs operated we arranged to return the chair back to the ******** At some point the following weekend i was told the ******* were in our store studying the chairs that they had chosen and i believe it was the following Monday that ** ***** claimed that their chair was an inch and a half-two inches larger than ours, so once again we arranged to pick up the chair in Frankfort again and when the ******* came into our store to compare the chairs i had them  touching each other and there was absolutely no difference in the two chairs as i was told. I also had several people try the chairs and no one could feel or could tell any difference in the two chairs. Had there been any noticeable differences in the two chairs we could have contacted ******* and filed a complaint, but there is not. I even changed the cushions from one of our chairs as they requested, but they still want to claim they sit differently.  As i told the *******, we have done all we can do for them and i am sorry that they have chosen a chair that they are unhappy with.