Complaints

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

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  Missouri Furniture

  8050 I 70 Dr SE Columbia, MO 65201-7044

• 

  Missouri Furniture

  2011 S Business Route 5 Camdenton, MO 65020-3957

• 

  Missouri Furniture

  2525 Missouri Blvd Ste D Jefferson Cty, MO 65109-4779

• 

  Missouri Furniture

  3924 Jr Prewitt Pkwy Osage Beach, MO 65065-8412

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  Missouri Furniture

  3001 N Baltimore St Kirksville, MO 63501-1920

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:02/12/2025

  Type:Customer Service 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.

  The week of November ***** I went into the store looking for Sofa. The salesperson by the name Kera-(New Employee just got of training). I found a fabric in a love seat and it had to be order. They was having a sale on Friday after Thanksgiving. They gave me quote that was going to be additional discount of the original price-(that she quoted me. I was mislead with pricing. I was also advise it would be 6-8 weeks before delivery.. I advised her to go ahead and order the love seat at the sale price. The manager promise me that I would still get the sofa at the sale price. I was expecting to receive my sofa by the end of December. When I called her at the store at the end of December.. I then informed that the Sofa was in the process of getting made. Then she stated the sofa should be here Second week of Jan 25. I called them again and now it&#**;s going to be the second week of Feb 25. I have tried several times to have someone to call me with no one returning my call and I still don&#**;t have my Sofa. I left another message for the salesperson to call me on 02/12/25.

  Business Response

  Date: 03/04/2025

  Today 3/4/2025, I was handed mail from the BBB that was addressed to a manager who has been retired for over 10 years and addressed to an address that we do not receive mail at.   So, my apologies for the delay in the response.    A couple of factors occurred which caused the delay in the arrival of your special-order furniture.   First the manufacturer closed for their annual cleaning in December over the Christmas/New Years Holiday.   This created a delay in the production of your item.   Second, there has been multiple weather events that has affected shipping and created further delay of the furniture.    We do our best to get special orders out to customers as quickly as we receive it from the manufacturer.   On 2/12/2025 the showroom manager refunded $429.85 in efforts to help compensate **** for the delays.    On 2/24/2025 our distribution center received the Sofa arrived from Flexsteel.   An automated email was sent to the sales team member overnight regarding the arrival.  The customer was then promptly contacted by the showroom on 2/25/2025 and scheduled for delivery on 3/4/02025.    The delivery was completed at 2:20 this afternoon.    With the completion of the delivery and the refund for the inconvenience of the delays we consider this internally closed.  However, I will personally reach out to the customer with a phone call this afternoon to review and verify her satisfaction.  

• Initial Complaint

  Date:11/15/2024

  Type:Billing 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.

  12/02/23 was the date listed as when the furniture was purchased. There were 3 separate purchases all on different dates but all listed with the same date. The issue is that there was 0% promotional financing if paid off in one year. I purchased over ****** in furniture. I have paid over ****** in 11 months. The issue is that because they were all submitted on the same day, NONE of the interest is forgiven. If they would have submitted them as actually purchased, the largest purchase would have been paid off first, and the interest would not apply. (I called **************** to inquire how payments were applied.) Missouri Furniture never informed me that this is how they were submitting the purchases. The salesman failed to share any truth in lending about how charges would be submitted and what this would actually mean. Because of this lack of information, I will be paying almost 3000 dollars in interest. I believe that not submitting the items on the actual days they were purchased has resulted in an unfair cost to me.

  Business Response

  Date: 12/04/2024

  I think the dates are getting confused on this ticket.    Ther customer purchase was on 10/08/2023.   It was delivered on two separate dates.  11/03/2023 & 11/18/2023.  There were two fulfillments on 11/03 and the third on the 18th.     I have attached the original ticket which has the lending information on page 3 & 4, which was signed by Mrs. ******** on 10/8/2023.  It clearly states "if the purchase balance is not paid in full within 12 months, interest will be charged to your account from the purchase date at the rate of 28.99%."  If there are any further questions, please let me know. Thank you!  

• Initial Complaint

  Date:09/23/2024

  Type:Product 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 **** in June 22, 2024. It was deliver July ******. We paid a total of $3529.51 . I notice the furniture started to shrinking, wrinkling and coming apart after just 30 days. The sofa is very uncomfortable. I have called the store several times with no return calls or help with getting this resolved. I so unhappy with this furniture and all we want to do return the furniture and a total refund. .

  Business Response

  Date: 09/26/2024

  Mrs. ********** furniture was Delivered on 7/2/2024.  On Aug 29, 2024, at 10:56 am we received a Service Request (our ticket #****) through our online portal from ************ and began working on the service request in our system.   At 1:59 pm we received a call from **** ****** from ****** Furniture.  She explained she had spoken with the customer directly and it is ****** *********************** response that the pictures provided by Mrs. ******** shows normal leather puddling and characteristics of normal leather furniture use.   Mrs.****** let us know she had given the customer that information and she told them she would reach out to us for us to contact the customer.  Mrs. ****** can be reached at ******************************* case number 152241.   At 2:57 PM ********* (from our customer care team) attempted to contact Mrs. ******** and left her a voicemail to contact us.     On the morning of September 4, the customer returned Charlotte's phone call and stated that she wants a new leather sofa.  ********* explained to her the manufacturers decision that this does not fall under a warranty issue and further that this is unfortunately outside of the time frame for our happiness guarantee. (Copy of Happiness Guarantee attached).   We want our customers to be happy with their purchases, so ********* offered to have our service technician add stuffing to the sofa to minimize the leather puddling.  The customer refused to do this and stated that she had this problem last time she purchased a ****** sofa.     On 9/19/2024 the customer contacted ********* during this call ********* reviewed with Mrs. ******** that this has been deemed by the manufacturer to be normal leather puddling and not a defect, she offered again to have a service technician add stuffing to minimize the puddling, and the customer refused.  The customer stated during that call that she will pay someone to bring it back and dump it in our parking lot.  Then she would call KY3 News.   In an attempt to resolve this situation ********* offered to give the customer the option to have store credit and reselect a different sofa.  She explained that we could not issue a refund, but would allow her instore credit for the sofa and she could select a different sofa.  ************ told ********* she did not want that but would talk to her husband.  Mrs. ******** said she would get back to ********* after speaking to her husband.    ********* then emailed the showroom advising them she could reselect.     As of this morning ********* has not received a decision from Mrs. ******** on the offer of reselection. 

  Customer Answer

  Date: 09/26/2024

  Complaint: 22324098
  
  I have reviewed the business' response and am rejecting it because:
  It is not normal for a new leather sofa to stretch, sink in 4 inches and wrinkle like this one has. The first response from ********* was they would send some one to My house to stuff my sofa with polyfil. I told her no because polyfil would only prolong the problem. ********* finally told me that I could exchange it for something else but I would have to pay for the delivery back to the store and I would be charged a restocking fee an as well as other fees. I'm 78 years old and my husband is 80 years old and don't believe they will be fair with us and at our age we don't want the hassle.
  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/27/2024

  We had the less than a month when the seats started sinking down. If that is the nature of that sofa ****** and Missouri furniture should tell the customer up front or hang a sign on the ******************** stating that. We have never owned a ****** sofa before. How ever we did own 2 recliners about 6 years ago.

  Business Response

  Date: 10/02/2024

  I have attached the terms of the sale which Mrs. ******** signed.   

  Technically this is a warranty claim - which the manufacturer has denied.  

  We pride ourselves at Missouri Furniture in making the customer journey excellent in every step.   In attempts to satisfy Mrs. ******** and have her enjoy the furniture she purchased; we have offered two reasonable solutions to try to help Mrs. ******** with the dissatisfaction of her leather furniture.   Again, I will make those offers to reselect under the terms of the happiness guarantee, which is attached, I will waive the $69 and redelivery fees stated in the happiness guarantee or send a technician at no charge to Mrs. ********* as stated in the previous reply.   

   

  Customer Answer

  Date: 10/03/2024

  Complaint: 22324098
  
  I have reviewed the business' response and am rejecting it because:
  
  All we want is our money back, and they can come and pick up the sofa.  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 10/04/2024

  Most of their responses are false. We don't have faith in their honesty and will not deal with them. We just want a refund.

  Customer Answer

  Date: 10/08/2024

  We don't trust this company. We will never buy from them again. The ****** sofa is bad quality and they know it. ****** told me that she would come to our house and look at the sofa but she never did. We only live about a mile from the store. We have contacted our credit card company and we're working with them to resolve it.

• Initial Complaint

  Date:12/07/2023

  Type:Delivery 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.

  Purchased furniture on 9/4/23, this company made us pay in full before they would schedule a delivery date. We paid in full and scheduled delivery for September 22nd. Missouri Furniture couldn't get furniture in time to keep delivery date. We canceled with them and bought from another company that did in fact deliver to us on 9/22/23. Went into Missouri Furniture store on 9/23/23 to apply for refund and we still have not received refund. They keep saying they mailed check, then they were going to hand deliver it and we still have not received anything after making numerus calls to the store, finally went in on 11/25/23 and spoke to manager *****************. He said he would get this handled. He called us back on 11/27/23 and told us a check was going in the mail. No check has been received. Thinking about contacting an Attorney but thought I would file complaints with Attorney General and BBB first.

  Customer Answer

  Date: 12/08/2023

  Refund check has been received and I am satisficed. 

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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.

  Location: **** ***** ****** *********** MO 65721 We had been looking for new appliances. On 9/9/23 we stopped in and narrowed it down to a stove, dishwasher, and icebox. ***** ***** was assisting us. They work on commission and she said she would be out of town for the weekend for a wedding. That same day we received a flyer that says it's 25% off everything for VIP weekend 8/10/23-8/14/23. The next day I went to the store, showed the flyer to a representative that worked there and they confirmed it. I waited to go back until Monday 8/14/23 so ***** would get the credit. I showed Mandy the flyer and she went to her manager to do a calculation to see what the costs will be. The manager comes back and says they aren't going to honor the discount and that they made a mistake.

  Business Response

  Date: 08/29/2023

  We are saddened to read this.   We are working diligently on making sure our marketing messages are clear. I am attaching the Direct Mail that was sent to *** *****  At the bottom of the flyer, you will note on the second line of the disclaimer, we have excluded appliances from the 25% off sale.     Also in the marketing flyer, it states multiple times the 25% relates directly to Furniture and Accessoires.    Appliances are always excluded from Furniture discounts.  Appliances are different departments in our locations than furniture and are priced with their sale price in the showrooms.   We are truly sorry, if our advertising was not clear to *** ****, and will continue to work diligently with our marketing team to present clear marketing messages to our sales team members and clients.   

• Initial Complaint

  Date:05/05/2023

  Type:Sales and Advertising 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.

  On March 23, 2023 I made a $5000 furniture purchase from Missouri Furniture in Kirksville MO. Biggest mistake I’ve made in years as the salesman and store manager lied regarding the price match with Ashley’s online pricing. I discovered this mistake shortly after the furniture was delivered. I immediately went to the store and brought this oversite to the attention of the store manager. The store manager wouldn’t even look at the prevailing prices and just told me they use the prices in the Missouri Furniture’s computer. The district manager contacted me via Email a few days later. He sidestepped the matter and offered to make things right by giving me the mirror for my dresser which I actually had paid more for just the dresser without the mirror. I then contacted the Missouri Furniture corporate office and was told by a customer service manager that she would look into the matter and get back with me. I never heard back from this person and in spite of additional calls the matter is still unresolved. And an actual quote taken from an email from the district manager, “We do absolutely price match Ashley’s on-line pricing”. My advice would be to purchase furniture from any company OTHER THAN Missouri Furniture and to do your research on merchants via online reviews like this one and the Better Business Bureau. If I had done so I wouldn’t of had the issues I’m having now with Missouri Furniture!

  Business Response

  Date: 05/08/2023

  The customer ordered a Queen storage bed, dresser with mirror, nightstand, and 3 pc table set over the phone at our Kirksville location. There was some miscommunication, and the mirror was not ordered. Mr. *********** wanted us to price match the prices that was on the Ashley Home store website, which is what the sales associate was able to do since we do price match. The sales associates look on the Ashley Home store website and they are also able to contact our Operations Manager as Ashley corporation emails all price changes. Upon Delivery, Mr. *********** had contacted the showroom due to our delivery team not having the mirror and at this time he also discussed the price difference of $367.00 that he had said was the difference between the prices he seen online and the prices on his sales ticket. Our showroom told Mr. *********** that the mirror would be ordered at no cost to him and offered the $367.00 difference to be used as "in store" credit towards his next purchase. Mr. *********** accepted the offer of not being charged the mirror, which was delivered on April 27th, but declined the in-store credit. 

  Customer Answer

  Date: 05/09/2023

  Complaint: ********
  
  I am rejecting this response because:

  I NEVER accepted the businesses offer to use the $367.00 as a store credit. In fact in an Email correspondence between myself and the regional manager I clearly stated that. And I followed up with an additional Email stating that with the acceptance of the mirror I did not consider the matter resolved and at that time asked to be contacted by a corporate customer service manager or the regional sales managers supervisor. I did not receive any call or Email from either person and had to contact corporate myself. When doing so I told the customer service manager that I expected to be reimbursed the $367.00 I was overcharged as I won't be doing business with Missouri Furniture again.

  
  
  
  Sincerely,
  *** ***********

  Business Response

  Date: 05/09/2023

  In my last response, I didn't say Mr. *********** accepted the offer of the $367.00 in store credit, only accepted the offer of the mirror free of charge since we acknowledged there was some miscommunication and the mirror should have been ordered while the sales associate was on the phone with Mr. *********** when they were discussing the purchase. All the pricing our sales associate, Showroom manager, District Manager seen was off of the Ashley Home store website which changes frequently so our District Manager contacted our Operations Manager to see if Ashley manufacturer rep could contact us to make sure they had the correct prices. Our District Manager even sent an email to Mr. *********** showing the difference between the prices that was on the website was higher than the prices he was charged. Mr. *********** has spoken with his sales associate, the Showroom Manager, our District Manager, and our Client Care Manager all about this issue and will feel there is nothing more anyone in our company can do to resolve this issue. 

   

  Customer Answer

  Date: 05/10/2023

  Complaint: ********
  
  I am rejecting this response because:

  I stopped in to the store to see about the mirror and to ask why I was not charged the Ashley Online pricing. I wanted to show the manager the website prices at this time on my phone. He refused to even look at the pricing. The pricing that was in effect was the Ashley Aniversery Sale pricing which remained in effect for a week or more after my visit to the store. These prices were still in effect when I was contacted by the district manager AND when I contacted corporate customer service but no one at Missouri Furniture would even bother to look or they would of seen the difference in pricing that I was charged and the Ashley website prices. It should be easy for someone at Missouri Furniture to contact Ashley and get confirmation of this. I've asked for this proof of the store manager, the district manager and the customer service manager but to date all that I'm getting is lip service and NO action.
  
  
  
  Sincerely,
  
  *** ***********

• Initial Complaint

  Date:09/27/2022

  Type:Product 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.

  This is for the Kirksville location. I bought a bunch of furniture and appliances. I waited over a month for the 2 headboard. I sent them back the next day because They didn't have legs to stand on, and one of them lokked like a mouse had chewed on it. They keep telling me I would have a check by yesterday and I still don't have it. They just give me the run-around.

  Business Response

  Date: 09/28/2022

  I have spoke with our department that takes care of the refunds and they will be sending out the refund today (9/28/2022). I'm not for sure why it was not sent out before but I had them confirm that it will be sent out.