ComplaintsforFurniture Fair, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/16/2024

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

   

  Customer response

  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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  06/10/2024

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

  Customer response

  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

  11/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******* ******

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These ppl have had my sectional almost a month & 1/2 and were supposed to be repairing it. They have attempted to return on 4 or 5 occasions UNREPAIRED. While I'm sure they go home and sit on their furniture, I have been left almost a month & 1/2 sitting on the floor. I have spoken to ***** and another store manager whose name starts with R at the ********** area store and they haven't followed up with the service department or returned phone calls to me as they said they would. I have spoken with ******* at the ************ store where repairs are made and she was extremely rude. She also claimed she repaired my sectional and even went as far as to call me a liar. I think I would know my furniture better than her. She spoke in completely disrespectful tone and clearly feels her job is secure no matter how she treats customers because according to her, she's been the service department mgr for the last 10 years. These ppl are completely incompetent and furniture fair's reviews solidify such. I still don't have my sectional nor has it been replaced. They were suppose yo call me yesterday with an update but guess what......I haven't heard from them. I Purchased a warranty that was supposed to be good for 5 years, and although it's not even been 1/2 of that time period, ******* made it clear that they didn't even hv to do what they didn't do because my warranty is up, which is a lie. This company does not stant behind their word & in this world, if you don't have your word, you have nothing. I will NEVER do business with them again & will never send family or friends here ever again. This has been by far the worst experience with any business I've ever experienced. If you've thought about checking them out, do yourself a favor and DON'T.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/25) */ Ms. ****** purchased her furniture on 6/2/2020. She purchased a GBS Warranty, which is an "Accidental Damage" policy. If the customer would like we send the customer a copy of that policy in the mail. The furniture came with a 1-year manufacturer warranty. On 2/22/22, a service call was entered for Ms. ******, citing that her seats were sinking. Following an inspection, it was found that there were some seat springs that had disconnected. The 2 pieces were picked up and repaired. When we attempted to return the pieces, the customer citied that it had not been repaired, based on sitting on the frames without seat cushions. She complained about feeling the springs. Without the seat cushions, you would be able to feel the springs as well as parts of the frame. Furniture was not designed to sit on without cushions. When the cushions are removed, you can also see some of the framing, at the ends of the arms, which is normal. The customer claims that the frame is now broken, which is not the case. The repairs we did where done as a courtesy repair. She wasn't charged anything for it and the issues were repaired. We picked up the merchandise and attempted to return it twice. There isn't anything wrong with the furniture (besides being soiled) and that does not make the furniture "damaged" or "broken". Soiling is not covered by the manufacturer, which was not a complaint from the customer anyway. Furniture Fair Furniture Service Consumer Response /* (3000, 7, 2022/04/26) */ Furniture Fair attempted to return 1/2 of my sectional the first time they brought it back. I told the delivery guys I need my entire couch. They took the 1/2 they brought back with them after having it a month. We noted them they had only repaired the underneath dust cover but had not touched the repair needed to the L chaise lounge where the frame is noticeably broken at the "L" where the back 1/2 stops and meets with the lower section. I also wrote this on the return order when the delivery guys took it back. They also saw it with their own eyes. When just a small amount of weight is applied the middle of the chaise part bows down towards the ground so much its unsafe to sit on. Attempt 2, they returned the sectional with no legs. They also returned it with the chaise part still bowing, broken, and unrepaired. Attempt #3, they returned the entire sectional finally with the legs with the chaise part of the sectional STILL UNREPAIRED, still bowing, and still hazardous. Those delivery drivers saw it with their own eyes and agreed that they didn't understand why the service department would return it in the condition in which they did because they saw where the chaise was still bowing down like it was about to break if someone sits on it.Wgen I spoke with the rude nasty service department manager *******, she wouldn't allow me to speak, she spoke over me, and called me a liar. I even offered to take a day off from work to drive to her location to prove her wrong and show her exactly where the problem area is. She was more concerned with being correct than finding a solution. She refused to give me someone else I could report to and said she is the top of the business and their is no one else. Currently, they have possession of the sectional, STILL. They have called me to tell me they won't be fixing anything. When I purchased the warranty, I was told verbally it would be good for 5 years and would cover any damage, stains, or factory defects. I just want my couch repaired correctly because it is not. I never asked them to clean anything, I can do that myself. I just want a safe piece of furniture my family can sit on without having to worry about it collapsing on the floor.Ialso never sat on the couch without cushions. I could see with my eyes the repair had not been done and I made that clear when I spoke to *******. I told them about the chaise being broken from the beginning..... that was the bulk of my complaint, it's nothing new that came up, they knew from the beginning one side had spring issues, the other side had framing issues. My offer STILL stands about doing to their facility to show them exactly what I am talking about and have complained about from the beginning. They have wasted so much of my time and I am still sitting on the floor, & ******* is STILL WRONG. Business Response /* (4000, 9, 2022/04/28) */ 1. The merchandise, while "out of warranty", was picked up AND repaired with in 1 week. It's been here for however long because she won't accept it back. 2. The pieces were inspected by 2 highly experienced furniture technicians. 1 of them repaired everything. 3. Again, the GBS warranty is SOLEY for "accidental" damages. These claims are handled by GBS themselves. The manufacture carried a 1-year warranty against defects. __________________________________________________ When the customer sits on these pieces, it should be with the seat cushions IN PLACE. Otherwise, you are sitting on the springs and the frame. You would be able to feel them both. That is expected. Ms. ******* was asked to come to our warehouse to show us what her complaint was. She declined. The comments regarding our delivery personnel are irrelevant. They aren't repair technicians. They will not get into a confrontation with any customer. That does not mean that they do not know anything about the construction of the furniture.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased (2) sofas and (2) loveseats from this business that was delivered on 10/19/2021. By December 1st, we noticed the cushion in both sofas had deflated down to board, making this furniture unbearable to comfortably sit on without having some aches and pains afterwards. Also, the threads were coming undone in all (4) of the pieces of furniture, which was an awful sight during the holidays when family and friends were visiting. In January 2022, after several unanswered calls to the service department, we were finally able to schedule someone to come "examine" the furniture. The service technician informed us that this issue could be fixed, and he would have the parts ordered which should arrive in 2-4 weeks. We explained to the technician that the timeframe was too long to wait considering we have furniture that we can not use in our possession. The technician said he'll do everything he can, but doubts it'll be before 2-4 weeks. By February 19, 2022 (6 WEEKS), we still hadn't heard from the technician or the business. And by now both (2) loveseats and (2) sofas were deflated down to the boards. So we went back to the store to speak with a manager-who was unhelpful and told us the materials have been ordered and normally it takes 2-4 weeks. We explained again, how this was unacceptable considering we are making payments on unusable furniture. Now, March 22, 2022 (10 weeks) we STILL are getting the run around about the 2-4 weeks timeframe and we are still sitting on beanbags in our family room and living room. This company has abandoned us with the burden of their dilapidated furniture while taking our money every month. We haven't been able to comfortably sit on furniture for a solid 60 days from the date of purchase. This company is deplorable and should not be allowed to sell furniture to families. It is our desire to have this company come pick up their merchandise, cancel the contract and refund us back all of our money including the down payment.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/28) */ The vendor has stated the parts to fix all 4 pieces shipped out UPS today. Once they arrive in, we will be calling the customer to set up a good date and time to repair the pieces.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my bed fixed since the day they delivered it. Every time I call someone will supposedly call me back and they never do. It's been 90 days and the bed is continuing to break down. I spent a lot of money on this bed and paid for a warranty. I just want to sleep on it and not my couch!

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/17) */ SPOKE WITH CUSTOMER THIS MORNING, EXCHANGING OUT SLATS, RAILS AND ALL ISSUES WITH BED. CUSTOMER IS SATISFIED.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/17/2021 I stopped in the store and picked up a 2 piece loveseat & sofa with recliners on the end of each chair that we paid for on 9/14/21. The salesperson suggested that we purchase their 5 year protection plan which would cover replacement, flaws or problems we encounter or a full refund of total cost of set. After we picked the set up, brought it home, we immediately noticed that the chairs medal frame sit directly on the floor & has no protective base to keep the chairs from digging into the floor, although this was odd, we went out & bought furniture pads to cover the sharp parts of the rail that still does not solve the problem. Additionally when we sit on the chairs, humps and lumps form causing the chairs to be very uncomfortable and unattractive. We called the store several times before deciding to go into the store to report the issue, however; we were told that the person we needed to see was not in and they were not allowed to contact them for anything. We asked the young lady if she would at least give this person the complaint and have that person call us. After a day or so, the store manager called and said he would send someone out the following week to look at the chairs. Two days before Thanksgiving we sat home all day and no one showed up because he said he was short staffed. The next morning I called to inquire about why no one showed up but tied up our entire day. At that point the person said he would be out by noon. Once someone did show up at noon that day, he acknowledged the problem that we had immediately and said he would definitely turn in the report with pictures that he took and would get back to us within a week or two. After a couple days, Store Manager ********* concluded there's nothing they can do except refund us a prorated insurance but their store sold us worthless insurance. We would like a different set of furniture or a refund since the one we have is clearly defective

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/01) */ WE ARE OFFERING A TRADE IN / REFUND FOR THE CUSTOMER. THIS IS THE OFFER BELOW. SOFA-- 1001.05 LVST-- 953.95 - USUAGE-- - 122.57 -CLEANING-- - 120.00 _____________ 1712.43 PLUS TAX PLUS, THE CREDIT FOR HIS GBS ACCIDETAL POLICY ADDED TO THIS. THE CUSTOMER CAN BRING BACK THE MERCHANDISE TO THE STORE OR PAY A DELIVERY CHARGE FOR US TO PICK UP THE MERCHANDISE. Consumer Response /* (3000, 7, 2021/12/01) */ Good evening; We are prepared to accept the cash refund plus tax plus the credit for the GBS Accidental Policy as indicated by Furniture Fair below. We will return the furniture to the store on or before Friday December 3rd by 2pm. Please advise any special instructions from the store that we need prior to returning the set. My wife and I sincerely appreciate your assistance. **********

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a couch from Furniture Fair along with a 5 year warranty to repair or fix the couch if there are any damages or stains. We filled a report and for the last 9 months (January 2021) they have only come out once in March of 2021. At that time they said they are unable to get rid of the stain but they would replace the upholstery. Since then they said the claim is now denied and they will no longer send anyone out to try to remove the stain and they will not replace the upholstery. They are claiming that they will only remove certain types stains, but that was not specified in the contract.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/09/01) */ The 5 year GBS Accidental Policy that covers spot cleaning cleaning coverage only. Its does not provide all over cleaning to furniture. Customer must call in each time a stain occurs to make a claim. Furniture Fair will gladly Prorate and refund the GBS accidental Policy.

*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. ↩