Complaints

This profile includes complaints for Cardi's Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardi's Furniture

  1 Furniture Way Swansea, MA 02777-3424

• 

  Cardi's Furniture

  999 Newport Ave South Attleboro, MA 02703-7035

• 

  Cardi's Furniture

  272 Lafayette Rd Seabrook, NH 03874

• 

  Cardi's Furniture

  790 Iyannough Rd Hyannis, MA 02601-4916

• 

  Cardi's Furniture

  319 State Rd N Dartmouth, MA 02747-4313

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:04/15/2025

  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.

  I purchased a couch that was defective and returned/reselected a new couch that the warranty covered. Before the defective couch was picked up, I walked through the showroom in order to find a reselection. I was helped by a very nice Sales *** and explained the circumstance. I found a couch that I loved and he mentioned he could input it into the system, once the return was finalized I could text him and place the order. The defective couch was returned and the new couch was delivered.The information on the admin side was input incorrectly/ the credit from the return was essentially floating as a credit rather than being applied to the purchase for the new couch. This store credit was not applied to my balance for close to two years. In addition to this, the payment terms were changed from 72 months to 12 without my knowing. Rather than being charged interest on ****** (the difference)- I was charged interest on ***** (the total price)- I have paid ****** unknowingly in interest. I asked Cardis ***************** to apply a credit to my account since the error was on their end- they are refusing. The business division with Cardis has been combative, defensive, and dishonest. I followed all guidelines for a warranty I purchased and this behavior is borderline fraudulent on Cardis behalf. I have yet to hear back from management.The final paperwork sign (attached) shows the billing adjustment to total ******- not the ***** (bill attached)

  Business Response

  Date: 04/16/2025

  Thank you for contacting us regarding your concerns. Upon looking into, the new living room set shows that you purchased outright, with your signature for financing $3099.96 with deferred interest until September 2023. There is no note, no email that you were looking to change or even have your financing as 72 months with a low 9.99% interest. Therefore, we can only use the legal document that was signed in 2022. 
   This new living room set was delivered into your house on September 30, 2022. The existing set was not returned until October 4, 2022. Consequently, once the product was returned to us, it was deemed a store credit, as indicated on the signed RA form submitted on September 30, 2022. You were advised that the funds would be issued as a store credit. As a courtesy, in April 2023, the manager authorized a refund instead of a store credit. All credits were then refunded to Synchrony in April 2023. The refund for $2178.09 was processed to Synchrony on April 19, 2023, which was over 4 months before your due date of September 2023 to avoid paying accrued interest. Therefore, you did not obtain any interest from Synchrony from this transaction based on the refund timeline. We have reached out to Synchrony to contact you to regarding what interest was paid and on what amounts as they cannot disclose information due to privacy regulations.
  
  
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  Heres a more concise and polished version of your message:On December 31, 2024, I visited Cardis Furniture in search of a mattress due to severe back issues. I was assisted by ****, who recommended against a latex mattress, stating it would be too firm for my needs. Instead, he suggested the **** ********* Euro ($4,350) and assured me of a hassle-free return within 30 days. Trusting his advice, I made the purchase.Within days, my back and arm pain worsened significantly. My physical therapist advised me to stop using the mattress, so I began sleeping in my stepsons bed instead. I returned to Cardis to speak with ****, but he wasnt working that day. Wanting to give him the sale credit, I returned when he was available. **** suspected the warehouse had delivered the wrong mattress, as it shouldnt have felt that firm. He also confirmed that my model required no break-in period.I soon learned that Cardis return process was not as simple as advertised. I had to schedule an inspection and wait for a report before they would decide my case. On January 16, 2025, their inspector confirmed that while the mattress wasnt fully firm, it was definitely not soft, supporting my complaint.The next day, Cardis contacted me about exchanging the mattress, but with unexpected conditions. The replacement had to be of equal or greater value, and I was suddenly required to pay an additional $550 extra. I disagreed and contacted ****. Supposedly was resolved and it was an even exchange. I went a picked a purple mattress ($4400). Cardis only shows a ) $400 promotion for purple mattress and when I inquired I was told that my mattress did not qualified. I also noticed an xtra charge of $184.89. Right now as I go over the new mattress order, I see that my mattress is one of the mattresses with the discount. I am so frustrated and disgusted that want to cancel my order but even though it has been only 20 days they will not allow.

  Business Response

  Date: 01/21/2025

  Thank you for sharing our customers questions/concerns.  We apologize for any misunderstanding. We have checked into the information provided. The Manager waived the Fee to return the mattress when reselecting another mattress versus exchanging mattresses. The price difference noted is the difference of the two mattresses and a ***** delivery fee that the customer signed documentation acknowledging. The customer authorized and signed for the ****** difference, what it entailed as well as providing license verification for the charge on their financing. Purple manufacturers are currently offering a discount on Purple and Purple Plus mattresses, which can be confirmed on their website. The mattress the customer selected is a Purple ************************ Premier and therefore does not qualify for the mentioned 400.00 discount. The manager will be contacting the customer to discuss their concerns.

• Initial Complaint

  Date:09/17/2024

  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.

  We bought $10,615.28 of furniture on Jul 27, 2024, at the Hyannis Cardi's. Our invoice showed we overpaid by $111.55, and also paid a $350 delivery fee. We had to pay Cape Cod Express $244.17 to deliver the mattress, bed frame, and temporary bed frame on Aug 14. I asked our salesperson when the rest of the furniture would be delivered and he stopped responding to my messages, and never heard from the manager, ******, until Sep 17. Our general feeling is once they got our money, they did not seem concerned about when we would actually receive the furniture, and all subsequent actions have also confirmed this suspicion. I have had to call **************** ~40 times to be told that Cape Cod Express would be able to deliver it on Friday (Sep 13) and that the prior $350 delivery fee I was charged would be applied against it). This did not happen as on Sep 16 Cape Cod Express called me on their way to our home and indicated the delivery was marked Cash on Delivery (COD) for $370 and that the furniture could not be released without payment. I had to pay on Sep 17 $394.23 in order for my furniture to be released to be delivered to my home. So, in total I have had to pay ~$1,000 ($988.40 to be exact) in delivery fees to receive my promised furniture, and this is without any 'white-glove service' in that we had to assemble the temporary bed frame and any furniture. I have been given a massive run-around by Cardi's and they have lied and obfuscated all along the way, not taking any responsibility for the fact that they took a non-insubstantial amount of money from me but have not delivered the promised furniture. They tried to claim the soonest Cardi's could deliver to us was Oct 27 which is exactly 3 months after the order was placed. Why would I loan a furniture store over $10,000 for over three months? I could have kept that money and done something else with it. I would like the refund of all the delivery fees paid to Cape Cod Express and Cardi's - $988.40 back. Thank you.

  Business Response

  Date: 09/18/2024

  The Island ferry reservations are pre booked months in advance based on the availability of the ferry.  Cardi's Furniture does not set those dates, we are at the mercy of the Dockmaster.   This customer did pay Cardi's a $350 delivery charge to have us go over on the ferry to ********* to deliver her items.  

  When the order for the bedding came into stock on August 12th the customer did not want to wait until our next trip over and she opted to have a 3rd party company deliver to her.  We reduced her deliver charge from the $350 down to $219.99 (normal weekday delivery charge) as we were to deliver to the 3rd party company on the mainland.  Then in turn she paid them to deliver to her on the island.

  When the order for the bedroom set came into stock September 10th the customer did not want to wait until our next trip over and she opted to have the 3rd party company deliver to her again.  As a courtesy we did not charge her to deliver to the 3rd party company on the mainland.  Then in turn she would pay them to deliver to her on the island.

  The customer's original $350 delivery charge was change to $219.99 (normal weekday delivery charge) since we did not deliver to her on the island but to a location of her choice on the mainland.  The difference of $130.01 was refunded to her yesterday back to her **** card.  We offered to pick the items back up from the 3rd party company and deliver to her on the Island when we are out next, she declined.

  Cardi's Furniture is not associated with any 3rd party delivery company as we handle our own deliveries.  We have no knowledge of what the customer worked out with them.  We also have no knowledge of their charges or delivery schedules.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The reason I am not satisfied is they have not addressed the real issue - which is why it would have taken so long for the items to be delivered and my question as to why there were no deliveries between my item coming into stock on September 10, 2024 and the proposed delivery date of October 27, 2024. I was forced, both times, to pay out of pocket for delivery because Cardi's was unable to deliver (even though they took a full payment in July, so they got a free loan on my money). They say it is because of the ferry schedule, yet I was told a truck comes on the ferry at least twice a month (and three times in August) - so why was I not offered for my delivery to come during the September deliveries? I paid a lot of money and was told my items would be delivered to me, by them, originally in late August but when it came time to actually do that, Cardi's lied and said they could only deliver much later than promised, and at my expense. I would still like the refund of my full $350 delivery charge, with a copy of the receipt as promised, as well as the additional $638.40 in charges I had to pay as compensation for my time and effort to resolve this.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Abby

   

   

  Business Response

  Date: 09/23/2024

  The customer questioned how long it took for product to come in to stock.  We are at the mercy of the furniture companies shipping us product.  This is an Amish furniture company where everything is hand made, it is not a factory production line.  That takes time.

  She also asked about the availability of the Nantucket Ferry.  We would have no idea.  We request availability from the Dockmaster and we are given whatever dates they have that can accommodate the size of our trucks.  The customer questioned how many reservations he had in August and September, that was irrelevant since the customer's product did not come into stock until AFTER the Ferry reservations we had in September.

  The customer only paid Cardi's $219.99 to deliver to the third party she chose on the mainland.  The second delivery to that same third party we did not charge her.  When she references a $350 charge for the Nantucket Ferry - she only paid $219.99 to have us deliver to the third party on the mainland.  The remaining $130.01 was refunded.

   

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ****************************************** is obviously aware of how often trucks go to the island - which is why upon purchase I was told there were three trucks in August going to the island. To say they are not aware is insulting and untruthful. Again, when I spoke to ***************** they knew my product would come into stock in early September, so my question was why wasn't my order included on the trucks coming to the island in September? No adequate answer was given but the information was known. It is also important to note we purchased furniture from other off-island companies and had no delivery issues. I guess they figured out the ferry schedule?

  I am also well-aware they do not manufacture furniture, nor have I ever made the assumption they make furniture, however; if they are selling a product, they should be aware of the product they are selling. It should be important to note that even though we received the furniture, there were no assembly instructions included. Cardis has been unable or unwilling to provide them, however; luckily the manufacturer was able to help us. Again, for a company that believes in customer service, they do not put it in practice. Which is embarrassing. I am happy to share my experience with anyone I know purchasing furniture as it has been a complete debacle from start to finish. 

  The statement for the $350 Nantucket ferry delivery charge is untrue. It was a $350 delivery charge (nowhere specified as for the ferry or not). And yes, I was charged $219 for them to deliver it down the street but then of course had to pay an additional $638.40 to get it delivered to my house. Obviously, if I had known I would have chosen to not pay for delivery at all to Cardis and arranged it on my own. But no one was truthful about the delivery process/expense or general experience because they just wanted my $10,615. It is incredibly frustrating is I had to spend an inordinate amount of time scheduling my deliveries and of course paying ~$1000 in delivery charges just to get it to my house. And again, I did not have to do any of these things with the other furniture companies I also had deliver items to my home. Final note: I multiple times have asked to be emailed a copy of the receipt of the supposed $130 refund, but I have never received it.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Abby

   

   

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased a mattress and box spring about 6 years ago. I have been having an ongoing issue with the mattress and box spring. I have had the mattress replaced 5 times and the box spring 3 times and also the spring frame.. The mattress has a large indentation in the middle and is so deep that I can put my pillow in it and the pillow goes in the hole completely. They now tell me, after 5 mattresses they will not send me any more,. They gave me a mattress topper, but that didn't take care of it either, it lasted 1 week. They are now telling me they can't do anything for me and that I will need to purchase a new mattress. I have talked to ** ******

  Business Response

  Date: 09/10/2024

  This customer purchased a $899.99 (beginning price point for an adult mattress) ***************** mattress in June 2022.  He did not purchased the bed nor the supports from us.  The customer called in October 2022 stating it was dipping. The technician went out and found the lining on top of the mattress was coming loose creating a 2" divot in mattress.  We were going to replace the mattress, but the customer opted to reselect.  

  In November 2022 he chose another $899.99 mattress from Visionary Sleep and purchased a boxspring.  He called the day after delivery very belligerent and swearing upset about the new mattress.  We sent a technician out in December of 2022 and found a 2" sag.  We offered to replace, again he wanted to reselect.  

  In January 2023 he reselected another $899.99 Adventure Mattress and boxspring and he purchased a frame from us.  In February 2023 he called stating the mattress was sagging.  The technician went out an found a 1.75" sag in the mattress.  We also gave him a heavy duty steel frame for free (***** value).  Again we offered a replacement, again he wanted to reselect.

  In March 2023 he reselected a new $899.99 ******* mattress.  In October 2023 he called stating the mattress was sinking.  The technician found the mattress heavily stained which effects the fibers and foam in the mattress which is now sagging in that area of the stain.  Even though the mattress didn't measure any defective sag we allowed to replace the mattress.

  In November 2023 we replaced the ******* $899.99 mattress.  In July 2024 the customer called stating the mattress was sagging.  The mattress had a normal 1.5" impression.  We explained to the customer that the impression was under normal factory standards.  Bedding factory standards have a normal impression of 1.5".  Body impressions are normal and will happen as our bodies conform to the new mattress.  He became nasty and started swearing and told the representative that he hoped she died of cancer.  Due to this we notated his account that he would only be working with our Director of Operations, ****** ******.

  ****** explained that he has had 5 different manufacturer's mattresses at the same price point.  Each time we assisted him and replaced his bedding.  He never chose a higher quality mattress.  He also told us he was a disabled veteran and spends most of his time in bed.  At this point the mattress is not defective and we will not be able to assist further.  ****** gave him a mattress topper ($499.99 value) for free as a courtesy.

• Initial Complaint

  Date:07/08/2024

  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.

  I purchased a power recliner 1 week ago from *****'s. The chair was on clearance, therefore there is no warranty. The problem is that the chair has been malfunctioning. The motor does not work the majority of the time. I am asking that this chair either be replaced or repaired free of charge. It's been less than a week and my Father who has dementia requires a working recliner.

  Business Response

  Date: 07/08/2024

  This recliner was purchased in our Clearance Center.  That means there is no warranty, no repairs, no service.

  However we can allow a return of the recliner and encourage the customer to pick out a new recliner that does have a warranty.

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The business response is unclear. May I return the recliner for a full credit toward another recliner??

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 07/16/2024

  I believe this to be a timing issue.

  The customer originally posted on 7/8/24. The customer returned that chair on 7/9/24.  The customer reselected another chair that was delivered 7/11/24.

  If the customer now wants to return that new chair, they have 7 days from delivery to do so.  They can speak with their salesperson to start that process.

• Initial Complaint

  Date:05/21/2024

  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.

  I purchased a loveseat from *****'s during their pay no interest promotion. I just received a notice that they are going to change the terms of my agreement for the purchase and charge me 2% on the amount of my entire purchase, going back 7 months! I have not missed a payment and they should honor the agreement of no interest. While they are not calling the additional 2% as "interest" they are calling it a promotion fee which was not in their advertised promotion.. The no interest promotion was what made me choose to purchase my furniture from Cardi's. I feel this is a very deceitful practice and the sale was made under false pretenses. There are other furniture stores that offer the same promotion with no hidden fees and keep up their end of the agreement. I do not feel I should be charged the additional 2% fee. I would also think it is illegal to backdate the fee as well...going back 7 months and charging it on my whole purchase even though I made all payments on time. I am asking that not be charged the 2% added fee. I am very dissatisfied with *****'s sales tactics. They purposely mislead the consumer.

  Business Response

  Date: 06/12/2024

  Cardis reached out twice to the customer directly to speak to her regarding the recent change in terms notice that the bank (Synchrony) has sent to existing cardholders.
  Synchrony is instituting a change in terms for the private label credit card program and is currently notifying cardholders of how these terms changes will be affecting FUTURE purchases.
  This change does not affect prior purchases and is not anything the Cardi's showrooms would have been aware of at the time of this purchase (October of 2023).
  Purchases made prior to the terms changes are not affected by the change in terms.  We apologize, on behalf of the bank, for any misunderstanding that the communication has caused

• Initial Complaint

  Date:02/23/2024

  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.

  My husband and I purchased several pieces of furniture from Cardi's and also purchased the furniture protection plan. Well over a year ago, one of the k**** broke on the night stand. We repeatedly called *****'s to address this. The calls are all logged under my husband *****************************. For months we chased this, trying to get resolution and were told they were researching the issue. Finally, we were told the k**** were no longer available and they offered to replace all the k**** on the ********************* In the meantime, we have tried on several occasions to set up a visit for *****'s to come out to replace the k**** and also complete repair orders on several pieces of our furniture. The last two times *****'s came out, the work was not satisfactory and we finally were able to schedule a service call for today. The Cardi's rep came out to our house with ONE k*** and it was not even the right k*** Also, he told us there was only a work order for the k**** and the recliner. It did not include the other work orders we requested. Based on the history of how these repairs have been, we were not confident he would do a good job since he would probably feel rushed since there was more work than he had anticipated. We want *****'s to expedite the work order, get ALL promised doorknobs ASAP and satisfactorily repair our furniture.

  Business Response

  Date: 02/24/2024

  We are calling customer now to resolve these concerns asap!  We apologize for the delay.  Thank you for the opportunity to resolve these.

• Initial Complaint

  Date:01/26/2024

  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.

  I contacted Cardis approximately Id say late June/early July- I have the care warranty and well I explained to the ** rep she was very sweet, respectful and sought to get a tech out ASAP. When the day came for the tech to show up he literally put on this headband light looked like something from ghostbusters looked under the sofa for less than 2 minutes said he knew the problem and would inform ******* what part to order. Long story short the 6 weeks turned into 10, then it was another 4 weeks part was held up in customs. WTH not cool, I called the store again. He said its showing real soon it will be ready for the individual to replace the faulty part. That was a lie. Its now October and Im legit in the process of moving - very stressful and I dont have my very expensive leather sofa to chill, relax and unwind on, so not fair. I emailed the store and said no way could I wait that this was a burden on my time crunch with this upcoming move and that I needed it fixed now- he still didnt have the part. He called me back I said there needs to be an alternative resolution if not I was filing with BBB. org. They came and stated they were replacing my broken one with a new sofa/same model number, style, color, making sure it was delivered to the apartment I would soon be vacating in Amesbury, its been 3 months - Same side, only this time here is ***************** either burned out, or broke again cheap parts: I dont know? What I do know this is nuts!!!! I propose a sofa that doesnt recline no motor whatsoever or better yet one on a manual pulley - I had a gorgeous reclining set from ****** and ****** purchased on January 1, 2012- never had any problems whatsoever - I had it until 2018 then when I moved from ******** to Amesbury I just donated it.My point is not to be rude as you can see I acknowledged that Cardis did take it at face value and sent someone out, but when I called today - same sweet girl - she said what? We just gave you a new one? I sure didnt burn out the motor! Or break it!!! Neither did I cause the last one before this last Octobers replacement. They set up a tech for January 31, ****- they will call/text me the night before - in the meantime Im inconvenienced and once again cannot enjoy my purchase and Im out out I need a rapid turn around on this - there will not be another repeat of waiting 3 months for a part in customs. They know what the total is for this model.

  Business Response

  Date: 01/29/2024

  We apologize for the concerns with the sofa.  The warranty is for service and any applicable parts.  With tis vendor being overseas, we have to wait for them to send parts to us.  That was the reason for the wait in the parts.

  We will await the technician's report on Wednesday and assist the customer accordingly in a timely manner.

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Good morning bbb.org

  I just spoke to an older woman in CS. I will be attaching a screenshot showing the 13 minute outgoing call that I initiated. Respectfully, I am not interested in an exchange, or fixing this model. The manufacture parts when they say overseas, thats an understatement!!! This happened this past Summer (2023) and what was promised would be a 6 week turnaround time - turned into multiple calls, several emails, being put out and asked to please be patient all while dealing with a massive move, decluttering, packing- I did not have time for this! Cardis quality has gone down, that is the reality- and thats because of the massive outsourcing. They werent always doing this many years ago. With that said, in all fairness Cardis exceeds Bobs and not sure Ashleys- who is their equal/Sister company. Continuing on, all consumers who enjoy fine, quality furniture, especially leather + coupled with reliable, consistent ************** go to Rothmans ****** & ****** Jordans. And I know this one 

  Because my very first leather set (non motorized) non power was mechanical pulley - pristine top grain Italian leather was about $2,400 during the time there was 2 option, one which would waive delivery and no tax something like that I paid cash in hand that day - knowing it was mine and it was a solid purchase. I never regretted that purchase, and I never had to call to use any extended warranty - because it wasnt necessary - this was on January 1, 2012 (****** & ******) Rte 1 ******-

  Both pieces matching leather sofa and loveseat lasted well into (2018) when I moved to Amesbury, I was downgraded in side so only the sofa could come - I donated the functional love seat, you get my point here. 
  

  Cardis stop wasting my time- this is worse than last time because you gave me a replacement piece of crsp with LMT warranty, (one year) dishonesty stating that this recent exchange was brand new- no h*** no it wasnt. 
  There is nothing that I couldve done between both me and my husband on opposite sides that could statistically, feasibly result in the *** side of the motor burning out- completely - nothing its dead!!!! Yet the *** side is functioning. This is ridiculous. Real life is happening for me (the consumer) who is not only at the point of filing a 93A and sending a proper rehabs letter- which now that I think of it since I would be (Pro Se) the small claims court here in Middlesex County (Defaulting to Bedford/Concord).

  I am also prepared to post at my leisure informing others who are looking for low maintenance upkeep upgrading maybe to leather or whatever to choose to wait and go to Jordans or Rothmans, even seeking the pit, and its unfortunately this harrowing experience has me at this point of no return moving forward. 
  

  Lets avoid the back and forth and agree to 1 or 2 of the following resolutions - no need for warranty. 
  Sofa that is no leather-/leather no power anything - just NO POWER MOTORS be it a pulley/self manual 

  -OR- No leather- big squishy, super roomy sofa- not sure what that looks like, but Im trying to collectively, creatively think outside the box.

  To regroup - its a waste of resources and my time to have someone come out with ****************** not having it! This is what I will say to the courts should you try to get out of your obligations to me the consumer. 
  

  In the meantime I will go online and see what options of your stock that you have available right away!!!! Based on the (either- or) firm decision on my part that Ive made. Please respect this!!!!

  Best, 

  Tania 

   

   

   

   

   

   

  You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 01/29/2024

  The extended warranty of for service to fix any concerns with the pieces.
  Since the manufacturer was taking an extended period of time we allowed a replacement of the sofa which fulfilled the warranty.
  
  There is no new warranty on the new sofa.  However we will still stand behind the concerns with the sofa.
  We were contact on 1/26 and scheduled the customer for 1/31.  We will need to see the findings of his report in order to proceed with proper resolution.
  
  If that resolution is to allow a reselection, we will do so.

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They are purposely gaslighting me by telling me they sent documents to my email through their financing department 2 days ago- panda. Dox panda. Doc- I dont have it!!! I have them ***** email / there is no documents- they did this because I contacted the bbborg 

   

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased a couch from *****'s on 1-19-2020. It ripped right away, and due to the pandemic, *****;s was unable to send a technician for a very long time. When it was repaired, it was repaired poorly and is still ripped.Recently, the zipper under the cushion broke and stuffing is coming out. A repair person came to take pictures and said they will repair it in shop. However, I believe that the couch has too many issues to repair at this point.Bottom of couch is ripped side is falling off rip on right recliner zipper is broken and stuffing is coming out According to the warranty, if the technician cannot fix the issue, the item will be replaced. *****'s has sent 4 technicians and is still refusing to replace this couch

  Business Response

  Date: 01/02/2024

  The 5 year warranty is for service not for replacement.  If a technician is not able to fix, then we would order replacement parts from the factory.

  If customer would prefer to to get a replacement, that would fulfill the warranty.  We will contact the customer to review and come to a resolution together.

   

   

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/15/2023

  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.

  On December 5, 2023 I purchased a Chatham and ***** mattress from *********** location. The mattress was delivered on December 8, 2023 the amount paid was *******. The mattress has a horrific chemical smell. We tried to use a window fan thinking the smell would dissipate but not only did the smell remain - anything that was put on the bed would end up with the chemical smell after being on it for a short time - I contacted the Cardis location on Monday the 13th - so they would come and remove it and refund our money - I spoke with someone that said she would let her manager know and she would get back to me - no call came . I called again on Wednesday the 15 th and no call has been returned . The mattress is still in the bed frame upstairs behind the closed door . The room smells of chemical. I want this removed from my home and an immediate refund issued .

  Business Response

  Date: 11/16/2023

  This customer did contact us yesterday and we scheduled a technician to go to the home on Tuesday November 28th.

  What the customer is experiencing is the smell of new foam, material, etc similar to a 'new car smell'.  It will dissipate over time.  All mattresses are made at the factory and then sealed in plastic.  That mattress doesn't get opened until it is delivered into a customer's home and opened there.  This customer called us 7 days after delivery.  

  The technician will determine if there is a defect or not.  If there is a defect we will stand behind it and replace it.

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   I have purchased mattresses before. I am aware that it needs to air out. I had been running a fan in both bedroom windows to give the mattress air flow to try to remedy the issue. I have never had "new car smell" burn my throat or get onto my clothing after sitting in it. This is beyond the normal smell. I called *********** location on Monday morning and spoke with a woman at that location and told her the situation. She was typing it into her computer as I was speaking to her. She asked me if I wanted another mattress to which I replyed I had not even thought of that because I was afraid after this happened. She said her manager "doesn't like it if someone wants to return something without getting something else." 
  
  Regards,

  Cloe

   

   

  Business Response

  Date: 11/16/2023

  I PERSONALLY SPOKE WITH THIS CUSTOMER THIIS AFTERNOON.

  I OFFERED TO REPLACE THE MATTRESS OR HAVE HER RESELECT ANOTHER MANUFACTURER.  THE CUSTOMER WOULD PREFER ANOTHER MANUFACTURER BUT WOULD LIKE TO CONNECT WITH HER HUSBAND FIRST.  SHE HAS MY DIRECT CONTACT INFO AND SHE WILL CONTACT ME DIRECTLY AT HER CONVENIENCE.

  IN ADDITION, THE CUSTOMER WAS ABLE TO SHARE WITH ME THE ***** NUMBERS SHE DIALED ONLY DAYS AFTERS DELIVERY.  THAT WAY I CAN REVIEW WITH OUR TEAM THE LACK OF COMMUNICATION.