Complaints

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

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  Colfax Furniture

  3614 S Holden Rd Greensboro, NC 27407-7607

• 

  Colfax Furniture

  1108 E Mountain St Kernersville, NC 27284-7903

• 

  Colfax Furniture

  2401 Eric Ln Ste 104 Burlington, NC 27215-6679

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  Colfax Furniture

  801 Silas Creek Parkway Winston Salem, NC 27127-7150

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:02/11/2025

  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.

  My husband and I bought a **** ***** and Chair last March 11. Within 6 months the fabric was shredding and piling. I went back to the store and told the service person. They told me it was Lane furniture and **** was out of business, I had bought the warranty. She had told me that I needed to call the warranty. Well she didnt tell me that the warranty was an accidental warranty, so in this case it would not apply. The warranty people came out and took pictures and said that the most he could do was shave it like you shave a sweater with ***** on it. It was like I was holding the short stick. But I paid $1000 to Colax furniture and expected to get more than 6 months worths wear on the furniture. I am asking if you can help us. They just shoved me out the door, your not out problem.

  Business Response

  Date: 02/12/2025

  All customers receive documentation explaining what the warranty covers. We are reaching out to the warranty company to request they reverse the denial and offer the customer the option to reselect.  

• Initial Complaint

  Date:02/03/2025

  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.

  I Went to Colfax on ***************** in *************. on 11/05/2024 with my husband to purchase a living room set. My sales representative ****** ********** he stated it would be delivered to Colfax on 11/29/2024. We didn't receive the furniture nor a phone call. We called about the Furniture soon after spoke with ***** the manager she said nit was nothing she could do and it should be here before Christmas. We never received the furniture nor a phone call. After Christmas we called again they stated we would get the furniture in the middle of January. In the middle of January my husband passed. Now my husband will not be able to see the furniture we purchased together. I know you wondering why I don't just get a refund. I'm *************************** and my husband picked this out together. I'm very upset because I had company at my home for my bereavement time. I may be dead before I get my furniture. Now my husband dead I don't have anyone to pick up the furniture or help me put it in the home. Please help

  Business Response

  Date: 02/03/2025

  The merchandise ordered by the customer was ordered from the manufacturer in November.   We have been working with the manufacturer and trucking company to receive the merchandise as soon as possible. Unfortunately as a retailer, we have no control of production or shipping from the manufacturer.  On January 16, ************************************************************ receive a refund.

  Customer Answer

  Date: 02/06/2025

   I am rejecting this response because: Colfax has been very untrustworthy they have given many delivery dates and none have followed through. I am very disappointed with the service. I think Colfax should take the cost for this one. Whoever Colfax outsource vendor is they need to do better. We had absolutely no contact. I guarantee this fraud company got their money. I will go as high as I need to go to resolve this mishap. I'm an 81 year old women who just lost her husband now I'm dealing with more chaos. It has been 3 months. I will let as many people as I can tell know about this company. They not trying to negotiate maybe the next person we need to involve is a lawyer.  
  

• Initial Complaint

  Date:09/16/2024

  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.

  I bought almost 5k in furniture from Colfax and paid a delivery fee to have it delivered. I paid the fee to Colfax. While the furniture was being delivered 5 capodimonte figurines were broken. I contacted Colfax and they told me they were not responsible and had to stay neutral due to they use a third party. They gave me a name and number and told me I had to resolve myself. I contacted ***** the owner of this business and basically had to harass him by emails for almost 4 weeks b4 he told me terms b4 he would settle the problem and then when I finally agreed he told me to meet him in ********** to get a check. He couldnt even come to my home where his men broke my items. I contacted Colfax back to get my delivery fee back because I had a very bad experience with their delivery service and had to handle it all by myself and they refused to reimburse me. My feelings on this matter is that Colfax never once informed me they were using a 3 rd party service to deliver their furniture Colfax makes it out like they r delivering their furniture. They took my money and gave me a receipt with their name on it and Colfax even calls u back to make the delivery appointment. Nowhere do u ever feel like another company is coming into your home for them. I feel Colfax should have to make you known of this up front. Colfax takes my money then when things got broken they told me they had no responsibility to me and had to stay neutral. If Colfax is taking your money for delivery they should have responsibility and liability for anything happening in your home while their furniture is being delivered unless they inform and make it clear that they r not delivering their furniture someone else is and give u the choice to still pay Colfax for delivery. Colfax should have to give me my money back because it was an unsatisfactory and horrible delivery experience.

  Business Response

  Date: 09/18/2024

  Colfax Furniture does use a contract team to deliver furniture for Colfax Furniture.  This has been a common practice for several years.  Colfax does and will always handle any issues regarding the furniture being delivered.  Damage to the home and personal items are handled by the contract team.  Below is a detailed summary of events concerning the damaged figurines in which she was compensated.  The furniture was delivered to the customer and therefore no refund has been made for the delivery fee.  The contract team has reimbursed her for the figurines.  

  From: Tarheel Logistics [mailto:*************************]
  Sent: Wednesday, September 18, 2024 2:05 PM
  To: ***** <****************************************************>
  Subject: Portis timeline of events
  
  The week of August 4 we made a delivery to *************************" home. During that delivery our team accidentally damaged 5 figurines. Of the 5 figurines, 2 were destroyed. 
  
  August 12, 2024 **************** sent a email regarding the delivery and provided the cost of each figurine that was damaged totaling $670.76
  
  August 12, 2024 We replied to her email informing her that we will pay the $670.76 but the three figurines that were not totally destroyed will have salvage value and we would like to acquire ownership of those items
  
  August 12, 2024 *************** replied that we can pay the $670,76 and she was not going to relinquish ownership of any of her pieces. We replied that we are at a mutiny and can not pay her the full amount without acquiring the three salvageable items 
  
  August 13, 2024 *************** informed us that she doesn't want us to come to her home to settle this and she wants this matter resolved 
  
  August 20, 2024  We informed *************** if she wants to keep the salvagble pieces we will pay 60% of what they are worth and full price for the two figurines that were destroyed. 
  
  September 2, 2024 She agreed to 60% and provided us one of the figurines to have for salvage value and we wrote a check in the amount of $576.38. She asked where could we meet as she didnt want us at her home so I suggested 1pm Northern Tool ******************************************** in which she agreed. 
  
  September 3,  2024 We provided her the check at Northern Tool in the amount of $576.38
  

   

  Customer Answer

  Date: 09/18/2024

   I am rejecting this response because:
  Basically this explanation has explained everything that happened. The 3rd party company that was hired by Colfax did satisfy the damages but Colfax doesnt take their responsibility of the damages they stay neutral and have the customer (ME) handle all problems that occurred at my home. Colfax has responsibility just like the 3rd party they hire because Colfax does not inform the customer (ME) that we r having a 3rd party come into our home. Colfax takes your money and doesnt tell u they use a third party giving the customer the opportunity to say if they still want service or not. Lowes,Best Buy, etc. inform customers of this practice of 3rd party delivery. And if they deliver sorry delivery service these companies stand behind it giving refunds for poor service. Colfax doesnt honor good delivery service on behalf of their furniture and I disagree with their attitude of being neutral. I didnt get good delivery service on behalf of Colfax Furniture so I should not have to pay Colfax Furniture for that poor service. The 3rd party wasnt paid by me Colfax was.
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 get a nice couch from here. In fact, i love it. But i received unfair customer service, and actually feel stollen from, from Stephanie from customer service, and the sales person Kristina S****** at Colfax in **********. I live 5 minutes away by car, they told me delivery would be $150. Okay, i dont want to pay that so ill bring my dad and a truck to help, no problem. My couch was completely wrapped in plastic and cardboard and we loaded it into the truck. After getting it home and setting it up, i noticed my couch had feet, and the chaise did not. At first i thought “no big deal” but when i reached out to colfax about their mistake of not including the feet to the chaise, I was met with “we can come and install the feet for you for $120”. WHAT?? They refused to help me unless i paid them $120 even after purchasing a $1,300 couch. This was THEIR mistake to only install and sell me half the feet on the couch, and they want me to pay for it. Stephanie with customer service just kept repeating “i understand. But we are not responsible.” Heck no. I will never return here. This company easily had the means to help me and correct their own mistake, and they refused.

• Initial Complaint

  Date:05/27/2023

  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.

  Not a big fan of this company or their policy. I purchased a mattress and box spring, and rails for a bed. When the mattress was unwrapped from the plastic. It's threading was already coming a lose all over. The box spring wasn't fully stapled at the bottom, also had an area that look like it was glued together where the fabric came apart. I now have to go buy a staple gun to staple it. Remind you, everything was fresh from the plastic. And I didn't need the rails but of course you can't return them. I was better off buying from ******** or R**** ** ** who would've replaced the mattress. And returned what I didn't need. I will not buy from this company again. I gave it two stars because they two woman in the front were nice. I can only remember one nam, which was Brandy. I also will be filing a BBB complaint for the items purchased. I wish I would've read the BBB complaints before purchasing. But it's a lesson learned.

  Customer Answer

  Date: 06/07/2023

  I have not heard from the business in response to my complaint. Nor have they tried to contact me in any way or form. I just I would've read more google reviews first before purchasing because it seems others have had the same issue with this exact store. What are the next steps since, they are seeming to not respond to the issues? 

  
  

  Business Response

  Date: 07/17/2023

  I see no record of him on our phone logs calling into customer service.  I will have them reach out the customer with the contact information they have provided here.

• Initial Complaint

  Date:03/21/2023

  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 2/22/2020 my wife and I purchased a sofa from Colfax Furniture. At the time of purchase the salesperson offered a 3 year furniture care protection plan for $119.99. The Salesperson, Stephanie ******, specifically told my wife and I that if we did not use the protection after three years we could come back and receive our money back. I would not have purchased this without this offer of a refund. Saturday 3/18/23 my wife and I went to Colfax to receive our refund only to be told that it was only repaid as a store credit and not a cash refund. I have discussed this with the manager, a customer support person and the delivery manager who acts as a customer service manager and have received no satisfaction to be returned my payment in cash. At the time the salesperson told us about the refund there was a cashier listening in who could have corrected her if they has wanted to, but I believe this is a sales tactic they use to get people to purchase the protection assuming most people will forget about it after three years and never come back to collect. This is a unfair trade practice and I would like to receive my refund that was promised. I realize the money is minimal but it's the fact that they lied to get me to purchase something I would never have otherwise purchased that has prompted this complaint. There are no signs in the store or language on my invoice that says the refund will be paid by store credit. I feel they are being deceptive and should stand by what we were told by the salesperson. My sales order # is **********. Thank you for your time

  Business Response

  Date: 03/22/2023

  Customer will be refunded. 

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/21/2022

  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 sectional and an accent chair. The sectional pieces do not line up properly and the accent chair sounds lime chair is broken when sitting down. The fabric on the chair is wrinkled and has not corrected since unpacking. We picked borrowed a truck for pickup and they want is to borrow the truck and return. I asked if they could bring the replacement and pickup the broken chair. They said it would be a delivey charge of $129. This is unacceptable and horrible customer service. They should take care of picking it up.

  Business Response

  Date: 06/27/2022

  The customer has not contacted Colfax Furniture in regards to the sectional.  The chair was picked up by the customer on 6/4.  As discussed with the customer, delivery and pickup is not covered by warranty.  All transportation of merchandise is the responsibility of the customer.  The customer has been advised that on return of the merchandise, it will be inspected to determine cause and place of damage and determine if it is a manufacturer defect and if replacement is warranted.  As signed on the contract, all merchandise is accepted in good condition at time of pick up or delivery.