Complaints

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

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  Carol House Furniture Inc

  2332 Millpark Dr Maryland Heights, MO 63043-3530

  
• 

  Carol House Furniture Inc

  38 Marshall Rd Valley Park, MO 63088-1604

  

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:04/03/2025

  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.

  Location:  ***********************************************

  I bought $20,000 worth of furniture from them. My living room furniture is tore up and it's been over a year and they don't want to fix it. I have a 5 year extended warranty on it. They ask for receipts and I have sent them in several times. I would like to have my money refunded to me.

  

  Business Response

  Date: 04/04/2025

  Actually we've been helping this customer all along. We ordered the parts needed for the warantee company to fix the furniture. We agree the parts took too long, and now ****** is going to send them a $100 gift card. 

  And the good thing is that now we have delivered their parts. 

• Initial Complaint

  Date:03/21/2025

  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.

  My husband and I visited Carol House to look for a king size bed. We were approached by a sales rep. ******* He suggested if I had a designer come out to the house, I could see if the size of the king bed would fit with any other furniture. He explained that the $125 fee would be forgiven if we purchased $2,000.00 worth of furniture. We left the store but the next day I called ****** and said I wanted to make an appointment. He took my credit card information and said a designer would be calling me. A few days went by with no designer call so I called the store to find out when they would call. Later in the day a nice young lady called and we set up a date into the next week. After a few days and having more discussions with my friends, I decided to consider a smaller bed and wall unit to solve our issues. I then called Carol House to cancel the designer visit . At this time, I didn't realize ****** had already processed the $125 charge. After looking at my ***************** account online for an unrelated issue, I noticed the charge from Carol House. I called ****** immediately to get the charge returned. He told me he'd have to have a manager call me to reverse the charge. I waited 2 days and no call. I then called Carol House and asked to speak to the manager. ***** ****** was quick to tell me that the charge was not refundable. I told him I was never told the transaction was non-refundable, that I never received an invoice, that I never had a designer visit or used her services. After a long explanation of how Carol House designers are utilized and how I could use the $125 as an instore credit, which I didn't want, he conceded to refund the credit card charge. I have waited a few days now and there is still no refund on my credit card or communication from Carol House. I am a *********** resident of many decades. It's been highly disappointing to experience something that should have been quickly taken care of. Why would any reputable company act like this?

  

  Business Response

  Date: 03/27/2025

  We are very sorry for the miscommunication about our *********************** Also sorry for the delay and slowness of your refund-

  but glad it's already been issued now. 

  Customer Answer

  Date: 04/02/2025

  Complaint: 23100909
  
  I have reviewed the business' response and am rejecting it because: The refund was finally received on March 31st, after the business response on March 27th stating but glad it's already been issued now.  We are rejecting this apology in hoping to make sure this doesnt happen to another resident in or around our community. The communication about their designer service was made clear to us as the followingwe would not get the $125 dollars back if we didnt order at least $2,500 of furniture (I thought it was $2,000 but came to realize it was $2,500). It was NEVER stated or placed in writing we would not get $125 back if I cancelled the appointment before seeing the designer. NEVER. Also,I was never given an invoice or receipt for the transaction, until I requested one after our discovery and complaint about the charge on my credit card. This is a consumer protection issue that needs to be addressed. Please make it clear to customers that this $125 designer service will not be refunded, even if the appointment is cancelled and the service is never given and not just if a $2,500 purchase is made. The manager said he was doing me a big favor by refunding my money. Why have any issue at all if someone cancels the appointment. Refund their money with a friendly conversation that encourages the customer to return.

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/17/2025

  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.

  Ive attached/uploaded a timeline.

  

  Business Response

  Date: 03/19/2025

  Well we do understand her frustrations, but yes there is two sides to every story. This is our Final options:

  Considering her side, we've offered to bring back our furnishings with restocking fees (we gave Free delivery & set-up). OR

  We're happy to take care of ALL issues we caused, PLUS give her a $1,300 Gift Card with no exclusions to our store just as a gesture of our concern for her distress and patience in this matter.

  
  

  Customer Answer

  Date: 03/19/2025

  Complaint: 23076944
  
  I have reviewed the business' response and am rejecting it because: It was settled, you guys were coming to get the furniture and I wasn't going to be charged taxes, or restocking fees. The only problem: The refund is much more than 9k, and the financial accountant couldn't explain where the difference is. Then l received a message from ****** advising the amount given the day before by the accountant was way off and to call her back. I want the back and forth to stop. I have been refunded ****** so far, for the cabinet that was sent back, beyond irreparable. 

  I don't want the credit, I want you to honor your word, get your furniture and give me my refund. Your men did not have to deliver, and they left furniture outside on the sidewalk. The delivery alone was a nightmare, watching them destroying my goods. and they did a lot of damage which you guys refused to come out and see or take pictures of. I have been fair and asked for a manger (female) to come out with the pickup service drivers to pick up the furniture for safety concerns, and to ensure everything goes smoothly.

   

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

  

  Business Response

  Date: 03/20/2025

  No, we did not offer to pick up all of the furnishings without re-stock fees. No, we don't send out females because our delivery men Are safe, and went thru background checks.

  If she's so worried about this, then she should take the option we've given her of us correcting any problems with the furniture, and our huge Gift Card rebate as a gesture to show we care, and appreciate her patience. 

  Then she would not have to be concerned about the pick up, or the correct refund (after restock fees). (Even though our office accounting is always correct because of our double check system).

  Our offers are final, we will not re-evaluate this for the 4th time.

• Initial Complaint

  Date:02/24/2025

  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.

  I did not receive my buffet from the furniture store. But, they have my money

  

  Business Response

  Date: 02/24/2025

  We mistakenly inconvenienced Ms. **** by delivering her table & chairs without the buffet. We and I personally apologized, gave her a $150 Cash Rebate, and set her up for her specially requested 1st stop free delivery on this buffet.

  If she would rather not get the buffet, we could make an exception and give her the option to cancel this Custom Order with a 20% Fee. She could have the balance of 80% of what she actually paid for this piece refunded.  

• Initial Complaint

  Date:02/19/2025

  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.

  Carol House trying to pay as little as possible to fix and compensate for all the damage and aggravation (this started end of July)! The delivery persons did significant damage to my wood staircase, essentially non-repairable (plus 2 holes in wall, 2 areas on ceiling, 2 areas on trim, 9 areas of damage to the furniture pieces, did not completely set up the bed correctly and left the recliner broken and in a back room). The staircase has one area that is so deep it is questionable to be sanded out. Multiple contractors, 2 of my own and 2 from Carol House have looked at my staircase and they all agree that they cannot fix my steps to the original, they can get a close match but not exact. The other option is to change the look of my house by doing a carpet runner. For just covering up their damage I am asking for extra compensation which they are NOT willing to do. They did offer a large gift card to their store but then not wanting to repair their damage, why would I want more furniture from the place that did so much damage to my home. They offered a cash check, but it was so low it would not even cover the paint repair to my wall and new runner carpet for my stairs. It felt like a slap in the face! I am beyond disappointed in this company and truly believed they would help me in such a terrible situation caused by their employees, boy was I wrong!! So disappointed and still hoping for a resolution but highly unlikely?? I have received an email from ***** ****** only once and he stated that he would call me on 2/10/25, but he has not.

  

  Business Response

  Date: 02/19/2025

  NOT TRUE.

  The reason this has been taking so long is that she continually changes her mind, and also has not let us fix things when our people came to her home. 

  We have already taken care of most Everything, but:  We have Also approved to pay Her contractors to re-paint the wall Again, and to install a stair runner of her choice on the staircase.

  PLUS We are offering her a massive $3,500 Gift Card with no exclusions, OR $2,000 Cash just for her inconvenience in this matter. 

  Now, our mgr ***** will return her message from the snow day yesterday to get this finalized.  Otherwise we may have to reduce our Huge Generous offers. 

   

  Customer Answer

  Date: 02/19/2025

  I did not continually change my mind and not once did I turn people away, 2 of their wood contractors came to access the damage and neither felt confident with the repairs and unable to get my stairs back to their original look. Close but not a match. I did take my time in making my final decision in choosing to cover my staircase with carpet. It was a beautiful, stained wood staircase that their incompetent employees ruined beyond repair.  I wanted to make sure every avenue was looked at before taking the drastic step of covering up my wooden staircase. NEVER was I given the choice to fix the stairs or carpet the stairs and then IN ADDITION to or PLUS gift card or cash.  I was given these 4 OPTIONS, all separate from one another.

  I would still like ******* cash instead of a gift card to the store that caused significant, irreparable damage to my house.  I am only choosing the carpet runner because it is the best decision to cover the damage than repair it.

  Customer Answer

  Date: 02/20/2025

  Copy of my email where they say options, not in addition to or plus.  I spoke with ***** on 12/18/24 and they did change my gift card to $3500 and told me a cash amount of $2000 but still only 4 options.

  
  ***** Fromal 
  From:********************************************************************************************************
  To:***********************************
  
  Wed, Dec 11, 2024 at 4:18 PM
  ******,
  Thanks for speaking with me today. Below are the options we discussed:
  
  1)Repair the stairs and the landing. The technicians and specialists warn we would most likely not be able to match the current stain color and sheen due to the age of the stairs.
  2)Repair the landing and fit carpeting as a runner. ***, the owner of *********************, would come out for a design assessment with carpet of your choosing. An example being a patterned carpet with edges. Our in-house design experts will often give this option to customers wanting to accent the wood on an older staircase.
  3)$2800 gift card. No expiration and can be used for anything at Carol House Furniture.
  4)Check, amount TBD.
  
  Please review and I will find the initial estimate from your preferred contractor tomorrow morning. Hoping we can connect in the afternoon and come to a resolution.
  
  Thanks,
  *****
  
  ***** ******
  Warehouse Manager
  Carol House Furniture
  *********************************************************************************************
  O: ********************* | eMail: ********************************************************************************************************
  

  
  

  Customer Answer

  Date: 03/10/2025

  Complaint: 22961966
  
  I have reviewed the business' response and am rejecting it because:
  

  I do not wish to support this company any longer due to the amount of damage done to my home.  I am requesting cash of $3500 instead of a gift card (along with the payment to two of my chosen companies to finish the repairs required to cover up the damage done by their incompetent employees) which I feel is a reasonable request due to all of the issues.   I am enclosing my email which details what has transpired over the past 7 months.  Pictures are attached to this complaint already.

   Mon, Mar 3 at 1:34 PM
  
  
  Complaints against Carol House furniture:
  Purchased bedroom set and power recliner: 6/7/2024 
  Delivered: 7/30/2024
  Upon completion of delivery - list of damages:
  10 plus areas of damage to my wood staircase
  2 holes in the wall
  Upstairs ceiling was ****ed and scratched 
  Trim at top of steps to bedroom was damaged
  4 areas on the headboard needed repair
  2 areas on the footboard bench needed repair
  1 area on the mirror
  2 areas on the dresser
  Top drawer on the dresser - slid needed to be repaired
  Queen bed was not set up properly - legs to support the mattress were not attached as needed - they were still within the footboard bench.
  Power recliner was not set up in the correct room, left in a back area and upon my inspection was not connected and was a broken chair.  This was replaced but was not delivered and set up until 9/10/2024.  And once again it had damage on the arm which needed repair and was repaired on 9/14/2024
  Grease on the material of the broken chair
  When the delivery men (two of them) first arrived, I showed them the staircase and requested that they remove the drawers to lighten the dresser. They refused, stating they did not have the time. Their first attempt up the stairs immediately resulted in holes in the wall and significant damage to my staircase landing. They finally agreed to back down and remove the drawers, then laid a covering on the landing. I placed blankets on the railing at the top to prevent damage. They handed me the drawers, and I had to determine which drawer fit into each spot. As most cabinet makers know, each drawer fits into each cavity in a specific way. I did my best to match each drawer to its correct location. This also occurred with my tall dresser.
  The delivery took well over an hour, and at times I walked away because I was so upset watching them perform the delivery and setup. After what felt like an eternity, they finished the setup and then asked me to sign the delivery papers. It stated that everything was satisfactory, but I informed the delivery man that I did not want to sign because there was significant damage to my wall, staircase, and furniture. He insisted that I sign the document and then contact Carol House afterward. In my flustered state, I signed the document without realizing they did not plan to set up my recliner properly, which was an additional surprise. After I signed, he also asked if I would consider giving them a tip for moving the furniture. I did not answer and did not give a tip.
  I immediately called Carol House on 7/30/2024 at 2:52 pm and was transferred to customer service, where I left a message regarding my delivery and needed to speak to someone as soon as possible. The next day, I was still in a panic since no one had returned my call. I repeatedly called on 7/31/2024 in hopes that someone would pick up the call (9:38, 10:28, 10:40, 12:37, 1:25, 3:06, 3:27, and 4:28). I have learned that you only leave messages, and no one answers the phones in customer service. I again tried to call on 8/1/2024 at 9:00 am and then again at 9:30 am. At this time, I pleaded with the lady on the phone to try and get me a person and not send me to customer service. She was very polite and tried sending my call to the warehouse, but unfortunately, I had to once again leave a voicemail. I decided to leave directly after work at noon and drive to Carol House in **************** where the customer service is located. This drive is 47 miles from my work and 51 miles from my house one way. When I gave my name at the customer service window, they immediately knew who I was, not sure why after2 days my call was not returned. I had the opportunity to speak in person with the manager, *****, at that time.  We had a nice conversation, and she was apologetic.
  The bedroom set was repaired, and a new recliner, which also required handle repair, arrived on 9/10/2024. The trim was repaired, and the ceiling ****s were painted. Although the holes in the wall were patched and painted over, the repaired area is very noticeable and flashes. Therefore, the entire wall needs to repainted.
  Regarding my beautiful, stained wood staircase, the largest **** is in the center of the landing and forms a large *** shape, approximately 3 x 2 inches in size and about ? to inch in depth. Repairmen from Carol House attempted to fix this area and several other areas by filling them in and then covering them with stain. Some of the smaller areas were somewhat repaired, but I could still see the ****s on my wood staircase. The groove on the landing is so deep that the repairman from Carol House told me he was unable to repair it and that someone else from Carol House would need to assess the damage to my wooden staircase. (I have never turned away workers from Carol House, as stated in one of their replies to the BBB. Their workers left the job because they could not fix it properly.)
  Over the course of the next few months, I had numerous interactions with Carol House.  At one point (11/8/2024) I was asked to check with my homeowner's insurance to see if they would cover the damage and repair. I contacted my insurance company, and they stated that I should not file this claim with them, as Carol House has its own company to handle such claims.
  
  
  I had two of my own staircase experts and Carol House sent two of their staircase experts to my home to assess the damage. None of these four experts could guarantee they would be able to restore my staircase to its original condition. I was informed they could achieve a close match but not an exact one due to the stain being 25 years old. They also doubted they could sand out the *** **** on the boards of the landing. One suggested he might be able to feather it out, but a level on the floor would still show it was no longer level, although it would not pose a trip hazard. They were all uncertain where the stopping point would be when they started sanding and re-staining. The stairs could potentially be further damaged, along with the staircase ******** and spindles. To restore my staircase to its original condition, it would need to be completely replaced. This would cost approximately $12,000 just to tear out and rebuild, not including the staining portion. Additionally, we would need to move out temporarily during the staining process. It could also potentially damage walls that would then need to repaired, increasing the overall cost to much more than $12,000. Furthermore, our main bedroom and closet are also on the second floor, making it infeasible to rebuild the staircase to its original beautiful, stained condition.
  
  Discovering that our stairs could not be repaired was extremely devastating. My husband remains visibly upset about the necessity to alter the appearance of our home. We never intended to cover up this beautiful woodwork.  Due to the incompetence and negligence of the Carol House employees, we have no choice but to cover up the damage they inflicted on our staircase.
  I have thoroughly investigated and researched all possible repair options. Contrary to the owner's claims at Carol House, I have not changed my mind repeatedly.  The only viable solution appears to be covering the damage with a carpet runner down the center of the staircase. Another issue is that the staircase is open to the 2nd floor so the carpet on the stairs will not match the carpet on the upstairs landing, master bedroom and the 2nd upstairs bedroom.  This is another change we will have to accept.   Again, the carpet runner will change the overall appearance of the stairs, however the other choice is to see the large * in the center of my landing which brings tears to my eyes often. I purchased a bedroom set after waiting for 40 years, and it should have been an exciting time for us. However, due to the incompetence of Carol House's employees, it has turned into a nightmare, with our home being altered in ways we never planned or expected.
  I have accepted that the runner is the only plausible solution to cover the damage, and I am aware that Carol House is willing to pay the business of my choice to carpet the stairs and paint the stairwell. From the outset, I have consistently inquired about how they intended to compensate me for the incompetence of their employees who damaged my staircase beyond repair. In every correspondence with them I was always given 4 options:
  Sand/repair stairs (to their ability) and paint wall
  Install carpet runner and paint wall
  gift card
  cash
  Never to choose between options 1 and 2 and then, in addition, choose between options 3 or 4. From the beginning, I wanted them to either repair or conceal the damage and then compensate me for all the additional inconveniences I have had to endure, including the modifications to my staircase and appearance of my house.
  
  
  I drove to Carol House a second time to meet and speak with *****, who was now handling my account. I believe this was at the beginning of December During that meeting, we discussed the possibility of me receiving two things, which I said I would agree to depending on the amounts. I received an email on December 11th, 2024, which again gave 4 options:
  Sand/repair stairs (to their ability)/paint wall
  Install carpet runner/paint wall
  $2800 gift card
   TBD cash
  
  
  I was still uncertain about the amounts and wanted to know the cash amount. We spoke again over the phone, and once more, he gave me four options. Now the gift card amount had increased to $3500, and the cash amount was stated to be $2000. I told him this did not make sense me; if I chose the $2000, it would not even cover the expense of the carpet on the stairs and the painting of the stairwell. Again, there was no mention of choosing two of the options. That being said, I have never liked the idea of the gift card. I feel the cash and the gift card should be equal. I really do not wish to work with the company again and have their delivery personnel in my home again.
  
  
  Due to the lack of further communication from the business, I submitted a review on the BBB on January 22, 2025. One of your employees informed me that I could not file a complaint.
  
  
  The response from Carol House on January 24, 2025, was the first time I realized I had multiple options. Never before had the words "In addition" been used.
  Their BBB response:  In addition, we're offering to give her a GIANT gift card for her patience in this matter. Plus, we have fixed the other home damage, and the furniture issues Long ago.
  I contacted Carol House on January 28, 2025, but received no response. I subsequently sent an email on February 6, 2025, regarding the review and its content. In the email I expressed my preference of $3500 in cash and indicated that I was no longer interested in the gift card. After seven months in this process, I do not wish to conduct further business with Carol House using a gift card.
  2/8/2025 - Received an email from ***** stating he would call me on Monday 2/10/2025
  2/10/2025 - no call received from *****
  2/12/2025 - called ***** - no response
  2/13/2025 - sent email to ***** - again no response
  2/18/2025 - called ***** - no response
  2/19/2025 - called BBB and spoke with Kita and she filed a complaint and stated that I did not wish to have a gift card any longer and would like the $3500 to be in cash.
  Below is the message from Carol House to the BBB complaint
  MESSAGE FROM BUSINESS:
  NOT TRUE.
  The reason this has been taking so long is that she continually changes her mind, and also has not let us fix things when our people came to her home. 
  We have already taken care of most Everything, but:  We have Also approved to pay Her contractors to re-paint the wall Again, and to install a stair runner of her choice on the staircase.
  PLUS We are offering her a massive $3,500 Gift Card with no exclusions, OR $2,000 Cash just for her inconvenience in this matter.  Now, our mgr ***** will return her message from the snow day yesterday to get this finalized.  Otherwise we may have to reduce our Huge Generous offers. 
  
  
  I have several concerns regarding his response. I did not continually change my mind, and I have always allowed people to fix things when they came to my house. His workers left because they were unable to fix it properly and they knew it. The others were contractors who bid on the jobs, not those who were responsible for fixing them.
  
  I also take offense to his last sentence -  
  Otherwise we may have to reduce our Huge Generous offers. 
  
  I believe this is an attempt to coerce me into accepting his offer. They need to compensate me for damage caused by their incompetent employees who irreparably damaged my home.
  
  $3,500 in cash is quite reasonable considering they could be paying well over $12,000 to replace my damaged staircase.
  
  I am hopeful that the BBB personnel will be able to assist me during these challenging times. Although I am just one individual facing a large corporation, I believe I have the right to fair treatment. My request for Carol House to carpet my stairs, paint the stairwell, and compensate me with $3500 in cash is reasonable and justified given the negligence of their personnel.
  
  Please let me know if there is any additional information you may need to make an informed decision. I would appreciate the opportunity to speak with a neutral third party if Carol House continues to refuse to compensate me for the damages I did not request or desire. It is a significant change to our home to go from a beautifully stained staircase to one that now has a carpet runner down the middle, with only the sides exposed.
  
  
  I am attaching photographs of the damage inflicted on my home and the new furniture I have acquired.
  
  
  
  Thank you for your time and consideration,
  ****** *******
  Additionally, you will notice on image #**** that you are able to see the * on the landing from the top of the stairs.

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

  

  Business Response

  Date: 03/11/2025

  This customer is unreasonable. Our final offer is the last options we have given. I hope they will decide to choose one of them or a combination like we offered.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  I purchased a side chair and ottoman from Carol House and it was delivered 4/9/2022. The fabric is not wearing appropriately. I took out a protection plan. Contacted the company with the protection plan and they advised they don't cover wear issues. I have called *************) on 1/17/25 and left a message - no return call; called 1/18/25 spoke to a customer service agent who said she would call me back-no retun call; called 1/19/25 and left a message-no call back; called 1/20/25 and ***** said she would make sure a customer service agent would call me - no call; called 1/21 and asked to speak to the store manager, left a voice message for ***** - no call back; called 1/22 ******* said she would put me on hold, page the customer service manager but was again put to voice mail to leave a message

  

  Business Response

  Date: 01/27/2025

  I'm so very sorry you were not helped immediately when you called. No excuses, but we have a couple of new service gals in our ***** your issue is not the easiest considering quality furniture brands only warrant fabrics for 1 year. This is because they don't know how much and under what circumstances the furniture is used. 
  And the extra warrantee you purchased covers accidental damage, not regular usage wear and tear. 

  We recommend that you use a sweater ****** to remove the excess fibers in the pics- this is normal maintenance of upholstered furniture.  You'll still get the same good longevity out of this fabric. 

  But, we are also going to send you a Rebate Gift Card of the whole price you paid for your extended warrantee- plus your warrantee will remain in effect.

  Customer Answer

  Date: 01/28/2025

  I am not sure how to respond to ******* House's reply as I don't know what constitutes "rebate gift card" .  If it's a gift card to use at their store I have no interest in purchasing any additional furiture from them.  I'm very disappointed that they will not fully address my complaint and fix the ottoman.  

  

  Business Response

  Date: 01/31/2025

  I see that the customer does not want our Gift Card, so we will make an exception for them, and issue a Rebate Check for 50% of the Gift Card value if they prefer. They should contact their service person here at *** with their choice.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22848138
  
  I have reviewed the business' response and am rejecting it because:
  
  I called customer service as noted in their last response yesterday 2/6/25 around 2 pm.  Spoke with ****** who said I needed to talk with the manager.  ****** said the manager was on a call and would call me back in about 10 minutes - never received a return call.  I want them to reimburse me via check for the full amount I paid for the protection plan - $249.  They can cancel what ever time remains on the plan.  Their behavior of no customer service continues.  I'm very disappointed.  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/07/2025

  Very sorry ****** spoke for our manager, but our manager ****** will be calling Ms. ******* shortly. We wouldn't consider cancelling her protection plan, because we don't consider that to be good service. 

  We will give her 2 great options:

  - Full Rebate of the price for the protection plan in the amount of a $250 Gift Card

  - OR a Rebate Check for $125. Cash.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I will accept the offer of a $125 check but will not consider the issue closed until I receive said check.  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/18/2024

  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.

  I purchase furniture in May 25 and May 26, June 9, and and June 24, I have spend over $20000. I want my money back on the furniture. They have promised to come out several times with no response and when they came out the furniture was chip, and needed parts. I have tried too talk with several manager about my problem with no help. I am going to contact channel 2 or return my money.

  

  Business Response

  Date: 11/21/2024

  Ms. ***** is a great customer. We really appreciate her biz. I'm sorry to see that a few things have gone wrong with her large order. She can rest assured that she's in good hands with the best furn store in Stl. We do have our service manager ***** assisting her with an exchange, a service call very soon, and also a really nice Gift Card for her patience in this matter. We've been in biz 60 yrs and will make certain we take care of all her concerns.  

  Customer Answer

  Date: 12/26/2024

  I never received a call from ***** and I called and asked for a refund and to come pick up the furniture yet my furniture has still not been picked up. 

  

  Business Response

  Date: 12/27/2024

  We REALLY appreciate their biz!  It is a shame that some of our new employees have made mistakes- we're so very sorry, and we've fired *****.  Now, we are giving them two new good options:

  1. We will come out Tues to exchange pieces, and with the Best technician to fix issues, AND give them a Free $800 night table.

  OR

  2. We will let them return some of their now used furniture with restock charges.  

• Initial Complaint

  Date:10/12/2024

  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.

  Purchased a FlexSteel sofa and Love seat from Carol House in April of 2024. This was a custom sofa as it would take @10 weeks to make and deliver. We received the sofa in early July. When the sofa was delivered the sofa had a cut on one of the arms (looks like it was cut when carol house unwrapped it. I informed my salesman and customer service that the sofa was delivered damaged and was told they would order the arm and have a tech come out and repair it . Long story short it is now October and Carol House is coming up with excuses after excuses that the part from flex steel was ordered incorrectly, they received the parts but they were not sewed correctly. Yesterday on 10/11 i was told by ***** ******** that they have expedited the order but it is another 2-3 weeks before they would see the part. I do not believe them.The poor communication from this company. Every person i talk to starting with customer service **** my salesman, the customer service manager all have not helped. If i did call Carol House on a continuous base I would never know any of this. I paid 3500$ for a quality sofa and loveseat from what i thought was a quality company and now i am questioning my thoughts . This issue is 100% carol houses fault as their workers cut the sofa, their workers did not order the correct parts and it is Carol House that is NOT communicating with **** have tried to go higher in management but they are not calling or contacting **** am now worried that they will not be able to fix it correctly and like it should have been the day it was delivered. i want a mew sofa ordered and created but i am told they have to repair it before they can do anything more. if i ordered a new sofa it would have been here.

  

  Business Response

  Date: 10/14/2024

  We completely understand all of her concerns, and we're very sorry for this situation. It is a shame that this piece got thru Flexsteel & Carol House's inspection processes, but the cut it a short slit that went unnoticed. 
  We ordered a whole new "arm fabric piece". We've never experienced an arm fabric coming in only partly sewed, but now we're getting them another new one.
  The good thing is that *** will address all of their concerns and make certain they are satisfied. Plus we'll be giving them a really nice Gift Card to show our concern for their patience in this matter. 

  Customer Answer

  Date: 10/25/2024

  i have read their rebuttle and it is the same old c*** they have been trying to give us.  this has gone long enough it is now October 25th and we still have nothing .  i want them to order a new sofa and take the broken (ripped) sofa back. if this is not acceptable then i would like 100% cash refund as the sofa has been paid for. 

  I am forwarding this email and information to the family attorney to review and advise of what further action can be taken.   The simplest way to stop all this is comply to my request . 

   

   

  

  Business Response

  Date: 11/01/2024

  Please remember that it will take approx 8 weeks for us to get another sofa. The sofa in your home will be considered used by then, so we have to stick with our resolution first. Rest assured, we will make certain this gets resolved to your satisfaction. 

  Customer Answer

  Date: 11/04/2024

  Complaint: 22414349
  
  I have reviewed the business' response and am rejecting it because:
  

  I contacted them the Day it was delivered in July and was told it would get fixed . They continue to rest assure me that they will fix it yet here we are in November and it is still not fixed.  The  product was delivered defective. I want the couch i paid for. If they can not give me this them i would like a refund for the defective couch. 
  
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 11/08/2024

  We will finally be receiving their fabric part in the next day or two. We will try to set up service this coming week on a day that will work for them. We will be issuing them a great gift card for all their patience in this matter. 

• Initial Complaint

  Date:09/29/2024

  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 bought a flexsteel sofa 7/11/24. When it was delivered 9/28/23 the arm roll is sliced/cut, black spots on cream colored fabric seat cushions and they look used, the back cushions fabric is gathered and not smooth like it should be. The delivery ********** called Carol House delivery customer service immediately and you stated you are aware of this and flexsteels machines are damaging these sofas fabric during production. Then why did you send me this damaged sofa when you are aware of this issue happening? Why didnt you inspect this sofa before you delivered it? The delivery person sent you pictures. There is no reason I need to take off work 10/22/24 for Carol House to come out to my house when you are aware of these issues, you have pictures from the delivery man, and this is delaying you ordering me a new sofa. I want a new sofa ordered right away. Do I have to wait another 10 weeks for delivery? I have been calling Carol House for 2 days and cant get in touch with a manager or customer service.

  

  Business Response

  Date: 10/01/2024

  Completely agree with this customer, and so sorry about this. Very glad we have them set up for new furniture by exchanging this.

  In addition, tomorrow ***** our service dept manager will be back from ****- and is going to call to discuss and give a nice Gift Card as an extra measure of our concern.

  Customer Answer

  Date: 10/08/2024

  Complaint: 22356074
  
  I have reviewed the business' response and am rejecting it because:
  
  You responded back to my complaint with the BBB that you are exchanging this damaged sofa that has a torn roll arm, worn looking cushions, and black marks on the cream colored fabric. I received a voice mail today 10/08/24 from Carol House stating I need to schedule your technician to come out to repair my new sofa. Do you expect me to take off work and have a new sofa repaired?This was a custom order sofa on the fabric, which took 3 months to be delivered. Is the technician going to repair the torn fabric with a needle and thread, or a patch, and what about the worn cushions and black marks?  I purchase a new sofa not a used floor model. I was told by your delivery **** when I called immediately while the driver was here 9/28/24 that Flexsteel and Carol House was aware ******************* were tearing/slicing the fabrics on some of the sofas. She was surprised both roll arms werent torn. Why wasnt this sofa inspected for damage by Flexsteel and Carol House before delivering to the customer? I no longer have my old sofa and will be keeping this damaged sofa in my possession, until I receive a new sofa, which is going to take another 3 months to receive. This will be a total of 6 months to wait for a purchase I paid in full on 7/11/24. I would like a phone call asap on when to expect delivery of the exchange for a new sofa.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/11/2024

  Furniture stores do not take back Custom Ordered furn. *** does not sell used furn.

  We wouldn't expect you to wait months again, so we will fix yours perfectly- no sewing. We will replace the fabric where needed with new. We will clean where needed. And after it's up to factory specs, we'll give you a big rebate to show you we care about your inconvenience. Be certain to contact our service manager ***** at ************ ex.218 so that we can get all this done for you.

  Customer Answer

  Date: 10/19/2024

  Complaint: 22356074
  
  I have reviewed the business' response and am rejecting it because:
  I never said you sold used furniture. You misunderstood when I explained that I expected my new custom ordered sofa to look brand new when it was delivered. Your 1st response stated you were exchanging the sofa, and now your 2nd response states you are repairing my new sofa. I still have not heard back from *** on how long its going to take for the fabric to come in to repair the sofa, and then I have  to find the time to schedule an appointment with the technician to come out on a Saturday when I am off work and available.  I am very disappointed.
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/12/2024

  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.

  I purchased some motorized home theater chairs this spring. Shortly after, one of the headrests stopped working. A repair tech inspected the chair on July 19, assumed it was a bad switch (instead of a motor), said CH would have to order the part and it usually took about 6 weeks. I have heard nothing back since.I left a VM at their customer service number about two weeks ago. Recording said I'd get a response by end of day but no response as of *****. I sent an email to their customer service email to them early *****, but no response yet.I just called and left another VM with customer service. I tried to use the directory to leave a message with Brook or *** (owners), because it seems the ** unit is going to do nothing. But the directory didn't recognize their names - guess they can't be bothered.When company management leaves you no way to escalate a problem within the company, they force you to go to external parties, like the BBB .

  

  Business Response

  Date: 10/01/2024

  I would agree that this is a lack of keeping our good customer informed. Fortunately by chance we received this motor today, and ***** in service is calling to set up a time to install.

  Plus I told her to give them a nice Gift Card for their patience in this matter. 

  Customer Answer

  Date: 10/05/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ****** **