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Business Profile

Furniture Stores

Clubfurniture.com
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 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:11/17/2023

    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 have completed an order as instructed. I have paid the deposit, which is roughly half the price and over $2k in this case. I have documentation to support this. I have had very poor customer support. They actually charged someone elses credit card initially for the order and I called and corrected them. I was honest and made my payment. I am WAY over the estimated time to have my order completed and I have had no communication and I have emailed their service and informational emails with NO response. The one person I talked to months ago was incredibly rude. So odd but as I am typing this, I just see that my Amex was charged another $2k. Still no correspondence whatsoever. I really thought this whole company was a scam based on how this process is proceeding. I googled searched to see if this is a scam company and decided it was time to report to BBB. I see the company has a clear policy on refunds and I would assume that I would normally be past the point of a full refund, but I have no way to know without communicating. I have no idea if they have started manufacturing my order or anything at all. I am very concerned that I just got charged the same price again with no notice.

    Business Response

    Date: 11/17/2023

    *********, 

    Thanks for your feedback.  Your leather cutting was approved on 10/9 (final dye lot) and your order completed production on 11/14 and was picked up by the shipping company on 11/16.  I just called your home to discuss any questions or concerns and left you a detailed voice mail.  We will be sending over the carrier details in the next few minutes for your review as well.  As far as emails and correspondence, I'm not sure how there was a break down in communication, I certainly apologize if we missed a email from you.  You can feel free to call me anytime ******************** as I will always make myself available to you.  You can also call the same 888# and hit extension 1 and a team member will be more than happy to help you.  The item you ordered is a tufted ************ sleeper sofa that takes a lot of man hours to bench build and only select craftsmen are allowed to build / upholster them so if there is a large backlog of orders, sometimes they run a little longer in production.  I think in your case the leather was a little later coming in from the tannery and that contributed to the slightly longer lead time.  Again, we are happy to let you know that your beautiful hand crafted ************ sleeper sofa is now with the shipping company and you will be enjoying soon.  I hope you return my call and I again apologize if we missed an email from you.  Best regards and happy holidays!  ****** King     

     

  • Initial Complaint

    Date:07/17/2023

    Type:Order 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 a replacement slipcover for a sofa I had previously purchased. The original color came with the sofa was natural twill fabric. I request a new slipcover in bright white. The new replacement color is called Artic White. When I received the new slipcover, it was the same natural color as the original one. I reached out to the owner who stated he would send a cutting of the fabric to the mill to confirm the correct color was used. After a great length of time, I never heard back from the owner. After I reached out, I was told the color was correct. This was all done via email and the owner was dismissive stating it meets standard. The white has a yellow hew to it. Additionally, the craftsmanship on the new slipcover compared tp the original is terrible. where the zippers close and get tucked on the back pillows is awful in comparison to the original. I can provide pictures. Also the slipcover was sent in a used toilet paper box because they had no boxes in the factory. The slipcover was thrown in the box with one thin piece of plastic not ever covering the entire slipcover. I paid ****** for this item, and was treated so poorly and indifferently.

    Business Response

    Date: 07/21/2023

    See Attachment

    Customer Answer

    Date: 07/21/2023

     
    Better Business Bureau:

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

    I truly believe the fabric used was the wrong color, but I cannot prove it. We can agree to disagree. I do not believe there was intentional maliciousness by ************** or myself.  I wish ************ had just taken the time to explain in detail to me as he has done so with BBB. I am not an unreasonable customer and am very happy with the original sofa. 

    However, I very grateful to ************ that if I purchase fabric, he will remake the slipcovers at no charge. I do think that is generous offer. ************, please let me know how many yards of fabric needed and I will look into purchasing. 

    Thank you kindly,

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

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