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Business Profile

Furniture Manufacturers

United Furniture Industries dba Lane Furniture Home Furnishings

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Manufacturers.

Complaints

This profile includes complaints for United Furniture Industries dba Lane Furniture Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see

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United Furniture Industries dba Lane Furniture Home Furnishings has 3 locations, listed below.

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    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 2 Lane recliners through a online retailer (******** ***********) in Austin, TX back in 7/22 and they were delivered near the end of 8/22. Within a few weeks we realized that the reason one recliner back kept falling off when reclined was due to a major defect in the wood frame on the back and the bolts/metal units that are to sit in the mechanism on the base. We went through the retailer with many pictures and emails along with phone conversations and they as of this date cannot get Lane to honor the warranty for the defective recliner let alone answer them. I have also emailed details, a invoice copy and pictures of the issue to Lanes customer service email address and after two contacts in two weeks still have not received a email or call from them. Evidently they don’t care that this $800 recliner is defective and is dangerous to use. The back now can pop off even without reclining which is very dangerous. I have read an abundance of reviews and complaints including on consumer reports about how bad Lane products are and how they do not want to honor their own warranties. My next step is to file complaints with the AG in states where their facilities are located and to go from review site to review site and post my experience with their product and on how they do not honor their warranties let alone get back to you contacting them or the retailer contacting them. I also plan to let everyone I know about my experience with their product and customer service of honoring their warranties on their products. It makes no sense why Lane prefers to receive complaints and bad reviews instead of honoring warranties they display on their website. I do plan to look into filing a small claims against Lane.

      Business Response

      Date: 11/04/2022

      The furniture warranty is handled through the furniture dealer where the furniture was purchased. We have contacted our Sales Rep to contact the dealer for assistance.

      Thank you.

      ***** ******** 

      Customer Answer

      Date: 11/07/2022

       

       Complaint: ********

      I am rejecting this response because: I have been going through the retailer where I purchased this recliner and the person there has reached out to Lane numerous times via emails etc to their contact at Lane for warranties and Lane has not responded at all to handle the warranty issue. This is Lane not handling their part in a professional manner and basically just ignoring the issue. The retailer again last Friday sent a email to someone in Lanes upper management group. Again pictures and details have been sent to this upper management person. How many people does the retailer have to contact and send pictures to to get this resolved? How  long does a customer have to endure a dangerous recliner that has a very defective back they made that Lane has already received their money for? This has been going on for over a month now. I want this warranty issue handled or I will move to a legal action. The response from Lane for this complaint is pathetic and the reviews I have now seen everywhere on the internet shows they do not value their customers and truly deserve bad reviews of which I intend on doing also especially after the response to this complaint . 

      Regards,

      ******** ******

      Business Response

      Date: 11/08/2022

      We have ordered a complete back and will ship at no charge on Order#******. Please allow at least 4 weeks for production.

      Thank you.

      Lane Furniture

       

      Customer Answer

      Date: 11/11/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ******** ******

       

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Love seat was purchased 9-06-21 the cushion threads are raving leaving long strings. The padding on the arms of love seat and couch has settled or came apart I can feel the boards just under the material. Product # ******* love seat and ******* on couch. I have talk to store they don’t have it in stock anymore. I call customer service united furniture inc. no answer. I would like this furniture repaired or replaced. I paid $1150 at ******* in Hollister Mo. I have tried for weeks to get this fixed.

      Business Response

      Date: 09/06/2022

      We do not show that we have received any information for ****** ******. We will need the following information to start a warranty claim emailed to [email protected]:

      Complete copy sales receipt with the purchase date and store information

      Description of the issues
      Pictures of the issues
      Complete pictures of the furniture
      White furniture labels with model/fabric info-has long bar code
      Name/Address
      Contact information

      Thank you.

      Lane Furniture

    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a Lane recliner delivered on 1/19/22. A couple of months later we noticed there was a problem with the mechanical assembly underneath the chair and an abnormality in the padding in the left arm of the chair. I emailed their customer service center and after many emails back and forth I received an email on 7/18/22 saying they would ship a replacement recliner. The email stated their LTL carrier could only deliver to a business with a dock that could accommodate a tractor trailer and as soon as we provided the address of a delivery location they would ship the recliner. I sent the delivery information which is our local Farmer's Co-op. Since that time I have not heard anything from them. I have sent numerous emails all with no response and no recliner has been delivered.

      Business Response

      Date: 08/05/2022

      We did not have a service technician's in the area. We are replacing the furniture. We asked for a ship to address. A ship to was provided, but we needed the phone#. We received the phone# yesterday. We will replace the furniture.

      Thank you.

       

    United Furniture Industries dba Lane Furniture Home Furnishings is NOT a BBB Accredited Business.

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