Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  They Stole my money!!!! We purchased near $11,000 worth of furniture in September of 2021. We received 11/17 (2/3 parts of our bed so it stayed on the ground) in December, then a used couch they tried to say a floor model is the same as new even though the couch was plenty broken in. They refused to take the couch back stating that it was the new couch I paid for even though it was the only piece already assembled and not wrapped up like everything else and again worn in with dirt and marks. They eventually gave us a new couch, and a new dresser from the broken, “place holder” one they delivered. I picked up the new dresser and they delivered the couch and some other items. Flash forward to many weeks of back and forth about the coffee table and end tables that still have not been delivered. I started getting more and more worried that the going out of business was gonna mean I was gonna lose the money I spent on my last items since the doors would shut before I receive those items. Well I asked if I could get my money back from those items since it had been almost a year. Of course they said that’s fine, just have to check with the Boss tomorrow when he gets in, to our account department has to take care of that we will reach back out, to our credit card machine is down to now the website is down, the phone numbers are down, all the reps changed their numbers and all stores are now showing closed. I’m about to go to the warehouse in hopes that someone is still there. This isn’t right that they can just keep your money, change their numbers and walk away from this. This is theft clear and simple and I hope they do time for it because I know I’m not the only one this has happened too. I want the owner to make right or be held responsible in court.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went and bought a mattress set and a recliner from Winners Furniture store on Dixie Hwy. They were advertising going out of business. After 2 months of them supposedly going out of business, I went in there because I had health issues and needed a recliner due to mine being broken. I was told with a witness that it was just that store and another one shutting down and they did not wish to move the merchandise to the other stores. I also asked about warranty and was told eveything came with a warranty (manufacturer) and they will fix or replace. My chair is broken and now getting the run around. They are closing all stores now and they say my stuff was sold "as is" which is Not on any of my paperwork. I have limited income and cannot afford another 1000 dollar chair. What is my recourse? This place thinks they can get away with this. I want to take the owner to small claims court but can't find out who the owner(s) are. Any help will be greatly appreciated.

  Business response

  07/07/2022

  We are sorry for this customer's experience with their furniture. The customer will have to contact the manufacturer. We have notified the customer of this and provided the necessary information to the customer and how to proceed. Our records show that the customer purchased this furniture as a display model from our going out of business sale. The customer responded to us and said they contacted the manufacturer which is the process they must go though to get this customer taken care of. Winner Furniture is here to help as much as possible, but the customer must contact the manufacturer directly to move forward with any warranty claim due to Winner Furniture's going out of business sale. 

  Customer response

  07/08/2022

  What Winners Furniture stated is correct on all points except that the store that I purchased my furniture at was the ONLY store at the time that was closing per store manager and I was also told that warranties would and could still be addressed if needed. I so being told (as is) is not correct. None of my paperwork states as is.
  *** *****

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  After calling Winner Furniture on December 28, 2021 to verify that they had a Catnapper leather loveseat set, new, in stock that we had seen elsewhere. Their employee who goes by "*** ***" verified on the phone that they did indeed have the set in stock for delivery. This was the store that was located on *** *** ****, which was closed within a month. After arriving we were shown the floor model, which was 1/2 of the set, and we verified that it was what we wanted to purchase. "*** ***" looked in his computer and said, oh sorry... we just sold the last new set that they had in stock. He said that we could purchase the floor model (which had a large rip on the side, or that he would check to see when more was to arrive at the location. We were told that they had more coming in on a truck on January 10 2021. Leave it to me to be gullible and trust what someone told me. We paid $3300 for the set, I have called them and texted them several times, and more than three times, we told that it was on a truck and would be delivered to them by a certain time. It is now June 27, 2022 and still no furniture. They are going out of business and have avoided my request for something in writing that we will get the Catnapper love seat set, that we paid $3300 for SIX months ago. I requested a refund but they say "we have a no refund policy". I am requesting help from the Louisville BBB to get a full refund on the purchase price, warranty that we paid for, sales taxes and the delivery fee. ******* ****** *************************** cell# ************ Work# ****************

  Business response

  07/07/2022

  Unfortunately we do not sell the specific manufacturer products that this customer purchased anymore. This customer is electing to reselect and will be taken care of. We ensure to make this customer a happy customer!

  Business response

  07/07/2022

  Unfortunately we do not sell the specific manufacturer products that this customer purchased anymore. This customer is electing to reselect and will be taken care of. We ensure to make this customer a happy customer!

  Customer response

  07/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have not agreed to accept any other merchandise from Winner Furniture /  ***** ********* company.

  Their current website shows several ******* ********* / Catnapper love seat sets that are available to "order", including the Catnapper Sorrento in the Anthracite leather.

  ******* ********* has replied to my email where I had inquired about the production of the merchandise that we paid in full on December 30, 2021.

  We want exactly what we paid for, and were told by the salesman (I have a copy of the text message that I can send to you) that they WOULD have the Catnapper loveseat set delivered in 8-12 weeks...

  and I quote " I can order the set for you and get it in 8-12 weeks. Winner Furniture is the only company in the surrounding 4 states that can get Catnapper in 8-12 weeks. Anywhere else it is 8-10 months"

  This was a text message that I received BEFORE we went to the store, to pay for it, and was sent by the salesman named ****, who also goes by the nickname "*** ***".

   The only way to resolve this is at this time, since they are still being misleading / lying, is that we want a full refund of the TOTAL purchase price, including taxes and the warranty that we paid for.

  Regards,

  
  William Gaines

  Customer response

  07/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have not agreed to accept any other merchandise from Winner Furniture /  ***** ********* company.

  Their current website shows several ******* ********* / Catnapper love seat sets that are available to "order", including the Catnapper Sorrento in the Anthracite leather.

  ******* ********* has replied to my email where I had inquired about the production of the merchandise that we paid in full on December 30, 2021.

  We want exactly what we paid for, and were told by the salesman (I have a copy of the text message that I can send to you) that they WOULD have the Catnapper loveseat set delivered in 8-12 weeks...

  and I quote " I can order the set for you and get it in 8-12 weeks. Winner Furniture is the only company in the surrounding 4 states that can get Catnapper in 8-12 weeks. Anywhere else it is 8-10 months"

  This was a text message that I received BEFORE we went to the store, to pay for it, and was sent by the salesman named ****, who also goes by the nickname "*** ***".

   The only way to resolve this is at this time, since they are still being misleading / lying, is that we want a full refund of the TOTAL purchase price, including taxes and the warranty that we paid for.

  Regards,

  
  William Gaines

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi I purchased furniture from winner furniture on may 1st 2021 and still have not received it. I’ve called I’ve went there and no I’m seems to care. Please help Me get my money back or at the very least the furniture I paid for. Thank you!

  Business response

  05/03/2022

  We are very sorry that your furniture order has been delayed. We want to assure you as well as any customer that has any doubt that they will not receive their furniture that they have purchased... All customers will receive the furniture that they have purchased. Unfortunately, we live in difficult times with the furniture market being one of the hardest hit by COVID-19. Everyone is aware of the impacts of COVID-19 at this point. Supply chain issues. Employment issues. Lack of raw materials that are used in the construction process of the furniture. It is in the best interest of Winner Furniture and our customers to deliver furniture orders as quickly as humanly possible. But Winner Furniture does not construct furniture, we are simply a vendor. Winner Furniture has no control over the time that it takes to produce furniture. And as soon as we receive furniture into our distribution warehouse, we reach out to those customers and schedule them for their deliveries! All furniture that is ordered will be delivered, it is just a matter of time. Our customer service / warehouse is open during regular business hours and is always here to answer any questions, provide any information, and assists with any issues should any customer need us.

  Winner Furniture is experiencing staffing issues similar to many other businesses due to COVID-19. We are here to help everyone but have limited people. Please contact our customer service department via phone or text nd we will be sure to get back to you ASAP! Thanks!

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered a couch in November. $2700 was financed $450 cash. The couch was never delivered and no ETA. They advertised GOING OUT OF BUSINESS. Now that the couch is unavailable they refuse to refund my $450 stating only in store credit. They are saying all sales are final however they are unable to produce the product. They are still in business with lomited selection. I would like my money back to purchase a couch elsewhere. I called asked for manager they said NOT TODAY. I asked for managers name and was told NO. I spoke with **** from ******* ******* location and ******* from ***** location with no resolution. Also I would have never opened the line of credit if i knew they didn't have the product.

  Business response

  05/03/2022

  We are very sorry that your furniture order has been delayed. We want to assure you as well as any customer that has any doubt that they will not receive their furniture that they have purchased... All customers will receive the furniture that they have purchased. Unfortunately, we live in difficult times with the furniture market being one of the hardest hit by COVID-19. Everyone is aware of the impacts of COVID-19 at this point. Supply chain issues. Employment issues. Lack of raw materials that are used in the construction process of the furniture. It is in the best interest of Winner Furniture and our customers to deliver furniture orders as quickly as humanly possible. But Winner Furniture does not construct furniture, we are simply a vendor. Winner Furniture has no control over the time that it takes to produce furniture. And as soon as we receive furniture into our distribution warehouse, we reach out to those customers and schedule them for their deliveries! All furniture that is ordered will be delivered, it is just a matter of time. Our customer service / warehouse is open during regular business hours and is always here to answer any questions, provide any information, and assists with any issues should any customer need us.

  Winner Furniture is not out of business entirely. We have gone out of business at a number of locations but the distribution warehouse is here, receiving furniture from the manufacturers, and delivering that furniture to customers. Everyone will get their furniture, it is just a matter of time. This customer also did not open a line of credit with us, she has contracted with a non credit based financing company and that contract is between the customer and the company.

  Customer response

  08/30/2022

  [[BBB TRANSCRIPTION VIA CLOSED, DUPLICATE COMPLAINT]]

  I ordered furniture that was never delivered. I requested a refund and was told only in store credit. I am unable to locate a store that is still in business to use my $450 credit. Please refund!!
  

  
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid $ 1,160.69 for a sectional sofa to Winner furniture back in November 2021. I have never received my sofa. I have been given the runaround for 5 months. Have been told no refund . No sofa. The stores are going out of business. One store has already permanently closed .the general manager **** ****** keep saying it’s not in stock . I called ****** down the street since it is a ****** couch,they say it is in stock and can deliver next week . Winner will not give me the couch or give me a refund and is keeping my money . Fraud and deception. I notified my credit card company and am seeking an attorney.

  Business response

  04/18/2022

  We apologize for this customers delayed wait time on their furniture order. Unfortunately this is not a rare issue and most furniture customers are experiencing this same scenario. Due to COVID-19, the global furniture market has been drastically changed and the factories cannot produce as quickly as customers are purchasing. Winner Furniture does not produce furniture similar to most other furniture companies, we simply distribute it. Winner Furniture takes our customers' money and turns right around to purchase all of the ordered furniture with that money. And in good faith, we have ordered and paid for all of our customers' merchandise. Winner Furniture has no control over the amount of time it takes a manufacturer to produce the merchandise. All Winner Furniture can do is guarantee that all of our customers will 100 percent, absolutely receive their furniture but it is just a matter of time in the current state of the global furniture market. Winner Furniture cannot cancel the orders placed with the furniture producers and that is why we have a structured no refund policy that we have all of our customers commit to at the time of purchase. We do offer all customers a reselect option where they can switch the furniture they have purchased for furniture that is in stock at our warehouse so that a delivery can be made. Winner Furniture wants our customers to be happy and we do everything in our power to make our customers happy. The delayed wait times on Furniture has been very difficult on all parties but all customers are guaranteed to receive the furniture that they have purchased.

  Customer response

  04/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have been told multiple stories from Winner furniture about why I can’t get my ****** sectional and why I can not get a refund for the past 6 months. Covid issues, maybe next month , they don’t know, etc. Winner furniture is s going out of business and have already permanently closed one store. I also called ****** furniture to see if they had my ****** sofa in stock and ****** furniture said yes and could have it delivered to me in a few days . Winner refuses to deliver my paid for ****** sofa. 6 months is too long when it’s literally at another store 2 blocks away. Feels like a total scam. This is wrong for them to do so paying customers.
  Regards,
  
  **** ********

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been lied to over and over.. i waited for the 12 weeks to be up before I called. Every time is was a different song and dance. Call in another week it should be here or we have one piece and we are trying to locate the other or we had one piece but someone bought the other and we are waiting for a new one to come in. Purchased a catnapped sofa and love seat spent well over $3000 IN FULL…My order that was placed on December 12 2021. Today however April 13 2022 at 7:30am I received a phone call from a gentleman named **** at the Louisville Ky wearhouse to inform me that Winner furniture which is going out of business is 19 Months behind on orders. I purchased furniture understanding it could take a few months but 19 + months is ridiculous. The gentleman also told me there are 9 people in front of me with the same order for the same couches. I was told on December 12th 2021 that it would take NO longer than 12 weeks. I wanted new couches not two years from when I decided to purchase them. As of now I am out around $3000+ and I would like my money back so I can buy my family a new couch. WINNER had no problem taking my money that day in full by electronic check but now they say they can’t give me it back because they sent it to catnapper to make our couches!?!?!?… well I have paid for goods I have not yet seen and Have no idea if I ever will?!?!

  Business response

  04/18/2022

  We apologize for this customers delayed wait time on their furniture order. Unfortunately this is not a rare issue and most furniture customers are experiencing this same scenario. Due to COVID-19, the global furniture market has been drastically changed and the factories cannot produce as quickly as customers are purchasing. Winner Furniture does not produce furniture similar to most other furniture companies, we simply distribute it. Winner Furniture takes our customers' money and turns right around to purchase all of the ordered furniture with that money. And in good faith, we have ordered and paid for all of our customers' merchandise. Winner Furniture has no control over the amount of time it takes a manufacturer to produce the merchandise. All Winner Furniture can do is guarantee that all of our customers will 100 percent, absolutely receive their furniture but it is just a matter of time in the current state of the global furniture market. Winner Furniture cannot cancel the orders placed with the furniture producers and that is why we have a structured no refund policy that we have all of our customers commit to at the time of purchase. We do offer all customers a reselect option where they can switch the furniture they have purchased for furniture that is in stock at our warehouse so that a delivery can be made. Winner Furniture wants our customers to be happy and we do everything in our power to make our customers happy. The delayed wait times on Furniture has been very difficult on all parties but all customers are guaranteed to receive the furniture that they have purchased.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A reclining chair electric was purchased on October 6th 2021. Was told that the delivery would take place within two weeks. I contacted the warehouse and they said that they had to build the recliner. That was not told to me the furniture winner furniture said that it was in their warehouse and it would be shipped to us within 2 weeks now they tell me in November that because of the lack of wood that it would be longer and it would be sometime late November early December. By the middle of December I contacted winter furniture again no response no call back. First of the year 2022 I called no no comment no nothing there was they would not respond back to me. Called again in February finally got to speak to an employee at the ********* **** store where the purchase was made and the purchase was less than 600 is 500 and $89 I believe she hesitated didn't know what to say said that we couldn't get our money back because we signed a contract I told her that's funny I would love to see that copy of that contract that we did not sign and would like to show that to my lawyer she hesitated him and hard and finally said well the manager would call me back as of this date April the 7th 2022 he never called. I called today the warehouse which is also their customer service no answer went directly to phone voicemail I left a message I called the store on ********* **** and it rang the phone rang for over 5 minutes no one picked up and finally cut off I called back to the warehouse / customer service again it went directly to voicemail and I left another voicemail and that's when I'm contacting you this is been over 6 months I want my money back there was no contract signed saying that I would not ask for a refund and at this point I want my money back I'm hoping I can do this without getting a lawyer I need your help thank you.

  Business response

  04/18/2022

  We apologize for this customers delayed wait time on their furniture order. Unfortunately this is not a rare issue and most furniture customers are experiencing this same scenario. Due to COVID-19, the global furniture market has been drastically changed and the factories cannot produce as quickly as customers are purchasing. Winner Furniture does not produce furniture similar to most other furniture companies, we simply distribute it. Winner Furniture takes our customers' money and turns right around to purchase all of the ordered furniture with that money. And in good faith, we have ordered and paid for all of our customers' merchandise. Winner Furniture has no control over the amount of time it takes a manufacturer to produce the merchandise. All Winner Furniture can do is guarantee that all of our customers will 100 percent, absolutely receive their furniture but it is just a matter of time in the current state of the global furniture market. Winner Furniture cannot cancel the orders placed with the furniture producers and that is why we have a structured no refund policy that we have all of our customers commit to at the time of purchase. We do offer all customers a reselect option where they can switch the furniture they have purchased for furniture that is in stock at our warehouse so that a delivery can be made. Winner Furniture wants our customers to be happy and we do everything in our power to make our customers happy. The delayed wait times on Furniture has been very difficult on all parties but all customers are guaranteed to receive the furniture that they have purchased.

*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. ↩