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Business Profile

Furniture Stores

Furniture Fair, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for Furniture Fair, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Furniture Fair, Inc. has 11 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 2 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:07/11/2024

      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.
      Made the purchase on 02-3-2024, Power Recliner for$1049.99, Power Sofa with 2 Recliners for $1599.99. 5-year Protection Plan for $349.99. Also bought an accent chair for $549.99. These were sales prices. All was delivered on 02-10-2024. I bought covers for everything,since it was a beige coloring. My husband had picked the sofa and recliner, for they were powered. We were completely happy with the purchase. A little high price, but he wanted the power of pushing a button for having his feet up. He was 75 years old, and we wanted this luxury. Sadly, my husband died on March 23,2024. I took all of the covers off the furniture for I knew family and friends would be coming into our home. After 3 to 4 weeks, I noticed pilings, fuzzy lint on sofa. As time went on, it got worse looking. I went to Furniture Fair, in ********, where I had bought it, along with pictures of sofa, and recliner. Spoke with management, they seemed concerned. Phone calls back and forth, 2 young men, driving a delivery truck came and took pictures, and we discussed if it was shaved, what would it be like in another few months. I am not happy with this sofa and recliner, no one knew what the material was when I bought it. But, since then, we have decided its chenille. I was told it was a warranty issue, but no one has contacted me . I am 72 years old, thought we were buying our last furniture. Cushions are not removable. The 2 men who came out agreed with me, it would probably continue to pill. I told them I would like different furniture. Please help me get help from Furniture Fair. Thank you, *********************

      Business Response

      Date: 07/16/2024

      We have tried to contact customer to resolve issue. Customer should call service department at ************. 

       

      Customer Answer

      Date: 07/17/2024

       
      Complaint: 21970690

      I am rejecting this response because: They will take my furniture, if I pay a $282.00 cleaning fee. I am disappointed, for I bought over $3400.00. for 3 pieces of furniture, plus another $349.99 for a 5 year Protection on the sofa and recliner.
      It's their brand of furniture, the material is piling. I  paid $589.58 for accent chair, the day I bought the pieces, this left $3200.00 on a ***** Fargo card, no interest for 5 years. $3200.00- ****** = ******* balance. The ****** is what I have already paid. 

      Sincerely, 

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

    • Initial Complaint

      Date:05/31/2024

      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.
      We specifically requested new furniture but the manager ******************* sold us a furniture set that were all sales floor model. We discovered after the delivery that the chair was a sales floor model because of a stitch flaw. The arm of the chair was also almost completely detached. I called the store and was told *** would call me back; this never happened. I called back myself and *** did not care, did not apologize, and did nothing to resolve the issue. I could not get anyone at the store to confirm all of the pieces were sales floor models until a few months ago. This has been an ongoing issue for over a year. My husband received a payment for his medical disability from the Veterans Affairs. We used $3000-4000 of that payment to buy this furniture. We told the manager before the sale that my husband was 100% medically retired from the military. This adds a repulsive element, especially since this store is across the street from the military base. The furniture is supposed to recline and have the leg rest come up. Almost none of them do this properly. The service department has dealt with me so many times one of the employees said "wow. Still having issues? When are the going to replace your furniture?" I have been requesting since the beginning to have my furniture replaced or for my money back and this still has not happened.

      Business Response

      Date: 06/10/2024

      An offer was made to consumer to re-select furniture. Waiting for the customer to in. 

      Customer Answer

      Date: 06/14/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:11/08/2023

      Type:Sales and Advertising 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.
      They reported late payments which was no fault of mine due to a tornado that destroyed the furniture fair in ******* ** I did not know where to make the payments.went to the one in ********* ** and was told I couldnt make it there.Finally got a text message stating I could call it in in ********** ** store I was also told that it would be taken off my credit witch it has not been done it has messed it up am trying to buy a vehicle and not able to because of it on my credit. Thanks *********************

      Business Response

      Date: 11/09/2023

      ACCOUNT WAS PAST DUE BEFORE ******* STORE WAS DESTROYED. SHE IS NOW CAUGHT UP ON PAYMENTS. WE ARE UNABLE TO CORRECT THE CREDIT REPORT.

    • Initial Complaint

      Date:04/03/2023

      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 purchased a king *** frame from furniture fair 2 weeks ago. It cost about $1300. They delivered it and damaged the walls in my house as well as the *** frame. Its been like pulling teeth to get any assistance from them to get the repairs done to my home and furniture.

      Business Response

      Date: 04/03/2023

      ************** HAS CONTACTED THE CUSTOMER AND SET UP A TIME TO GO TO THEIR HOME AND REPAIR THE DAMAGES.

      THE FURNITURE IS BEING REPLACED. 

    • Initial Complaint

      Date:12/13/2022

      Type:Customer Service 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 rocker/recliner from Furniture Fair on 5-28-2021 in North Carolina. At that time I purchased a 5 year protection plan (GBS protection plan). I was given a brochure with a phone number to call if I needed to get something replaced or repaired. When I found two tears in the rocker/Recliner I called GBS protection to file a claim. After many phone calls I was told that the chair could not be repaired so it will be replaced. The Furniture fair told me that the only way I could get a replacement was if I brought the chair to North Carolina where I purchased it at. I now live in ***** which is 10 hours away , so that is impossible. They told me that is the only way I can get the chair replaced. There was nothing in our contract or paperwork that stated that, and we were not told that by the saleswoman who sold it to us. If they would of told me that I would not of purchased the furniture.

      Business Response

      Date: 12/19/2022

      WE WILL DO THIS IN GOOD FAITH GESTURE. 

      1. THE CUSTOMER MUST DONATE THE CHAIR TO GOODWILL/ SALVATION ARMY AND SEND A COPY OF THE RECEIPT VIA EMIAL/FAX OR EMAIL.

      2. ONCE THIS IS DONE, WE WILL PROCESS A CHECK TO THE CUSTOMER FOR THE AMOUNT PAID FOR THE CHAIR. 

      Customer Answer

      Date: 12/20/2022


      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.

      Sincerely,

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

    Furniture Fair, Inc. is NOT a BBB Accredited Business.

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