Complaints

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

close

Find a Location

Furnitureland South has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Furnitureland South

  5635 Riverdale Dr Jamestown, NC 27282-9171

  
• 

  Furnitureland South

  PO Box 1550 Jamestown, NC 27282-1550

  
• 

  Furnitureland South

  2200 S Main St High Point, NC 27263-1848

  

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:08/08/2022

  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.

  We ordered a Hooker leather desk chair from this company in June 2021. At the time of order, it was scheduled to be delivered in 8-9 weeks. If I knew that 14 months later, we would still be waiting for the chair, we would have never placed the order and paid for the product upfront. The delivery date was subsequently pushed to December 2021 after we called to find out why it never arrived. Since that time, the company continues to push the delivery date month after month, all while holding my cash. The company claims the delay is due to the pandemic and supply chain issues, but I find it hard to believe at this point, unless the entire country has stopped receiving their furniture orders over the last 12 months. When I inquired about cancelling the order, I was told I would have to lose 30%(!!!) to a restocking fee. If there is no chair, what are they restocking?! It is absolutely outrageous that they will have my money for over a year and offer no explanation other than supply chain issues. They should be returning my cash and paying me a fee instead of the other way around. Horrible customer service. Either deliver the chair or issue a full refund. This has gone on long enough.

  

  Business Response

  Date: 08/09/2022

  We apologize that our vendor has continued to send notifications of delays in shipment of the order. We have forwarded the clients request to a member of our sales management team for review and they will be reaching out with options on how we can provide better assistance.

• Initial Complaint

  Date:07/20/2022

  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.

  On 6/22/22, I visited the Outlet Center at Furnitureland South. I worked Janice B*****. I showed her an office set I wanted to purchase which included a credenza and a desk (2 pcs, pic from store attached). I was purchasing the items on the floor. She rung me up for the 2 items I showed her & my receipt showed the purchase of a executive credenza and desk (receipt att.). I paid for these items to be delivered to my home. After not hearing from them, I reached out to inquire about delivery. It was then scheduled for 7/12. After, I received a 2nd message to schedule the delivery. Upon calling to understand why, I was told that the hutch that was attached to the top of the credenza was taken off for delivery and that a glass shelf somehow did not make it on the truck, so they needed to schedule a 2nd delivery for those. The 1st delivery drivers came 4:30pm on 7/11. They said the pieces were mislabeled and they actually just had the credenza and hutch piece that affixed to the top. Upon speaking with the delivery dept after to ensure the right piece, the missing desk, was coming on 7/14, I exchanged VMs with Holly (can provide VMs). She said that the drivers would be bringing 2 pieces and I should just send whichever piece I already had back with them. The driver called and said they only had the credenza and so they did not come. Called to try to clear it all up, then salesperson said that the item that was labeled on my receipt as a desk was incorrectly entered in their system, should have said “deck” and it was the top portion of the credenza. Claimed I did not actually purchase a desk, even though it was labeled that way on receipt, as well as tag in store. I told and showed her upon purchase what I was buying. Her response e was that although my receipt showed purchase of a desk, it still wasn’t accurate and if I wanted the desk I would need to pay an additional $1900 for it (I have text messages I can share from her as well). To me, this is purely fraudulent.

  

  Business Response

  Date: 07/21/2022

  We apologize there was a tagging error that resulted in confusion over what was purchased. The prices for each item on display was correct on the tags, even though the description was incorrect, and the price for the three pieces was not on the group tag. Due to the mistake on the tag, we offered to sell the desk at a significant discount but we cannot provide the desk for free due to a tagging error. We also offered to return the two items for a full refund due to this misunderstanding. 

  Customer Answer

  Date: 07/22/2022

   I am rejecting this response because:
  
  When I was in the store, I pointed to exactly the pieces I wanted. A salesperson assisted me i ringing up the pieces and it showed on my receipt at time of purchase that I was purchasing the desk and a credenza. There was never any mention of the credenza being two pieces or that the desk was not labeled correctly. I was purchasing floor models that had use and damage on them, so the price was expected to be less than a new model order. At the time of purchase, and in the weeks following, I was never told there always a ticketing order error by the store. I had at least three conversations where the discussion was that they could not find the missing piece to my order. Before receiving it, I was told that the desk and credenza were coming but they lost the hutch. That was not the case upon receiving my delivery, I was missing the desk. And after additional conversations, I was still being told that they were still looking to try to find my desk to deliver to me. Again, this was a single item that was on the outlet store and I was buying that specific floor model piece. 
  Throughout, I began to wonder if they sold that piece to someone else and were potentially just giving me the run around. I also wondered if this always a bait and switch, as what was advertised and represented to me was not what I received, then the salesperson told me weeks later I didn’t actually but the desk and now if I want it I have to pay an extra $1900. With half the set already in my home. I believe that I should still receive the floor model desk from the outlet center based on what the sellers represented to me. 

• Initial Complaint

  Date:07/06/2022

  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.

  Furniture was ordered in February 2021. Multiple pieces were damaged, missing pieces. Furniture was refused. Company stated new furniture or missing pieces would be delivered. Furniture is still damaged. No new replacement furniture has been delivered. “Missing pieces” from a bed frame were not sent. Separate pieces from a different bed frame were sent as a stand in for the missing parts. The primary complaint is the damages to the real leather couch. The couch was heavily damaged, with over 16 tears, running or chemical spotting on the leather throughout the couch. The dealer sent a message stating the suggestion was for replacing the real leather with imitation leather. No offer was made to refund the difference in price. This was stated, in a demeaning manner, was being for our benefit because real leather shows marks. Today, we received a written request stating the leather material is now discontinued. Still haven’t received any statement of refunding the difference in price and quality.

  

  Business Response

  Date: 07/06/2022

  There are issues present with the leather sectional and a replacement was ordered, although the manufacturer was insisted on returning the sectional to their factory for a repair. After the replacement order had been in process, the manufacturer informed us that the leather is discontinued so replacements can no longer be obtained. We agreed to allow the customer to make another selection and once the exchange is scheduled they can pay any additional costs if a higher priced sectional is selected or be refunded the difference if a lower priced sectional is selected. The customer can keep the existing sectional for their use while awaiting the exchange if they do reselect another sectional. We can also return the sectional to our facility and provide a refund in full for all associated charges on the sectional. 

• Initial Complaint

  Date:06/21/2022

  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.

  We ordered a bedroom suit from Furnitureland South (FLS) on 8/20/2021. We were originally told it would arrive on 12/31/2021. Then it moved to 2/22/2022 and 3/31/2022 because of the pandemic. The furniture was confirmed onsite at FLS 5/2/2022 by our sales person (Dedra P*****), but said it would take a couple weeks to unload as they were very backed up. I asked what could be done to help, Dedra suggested I apply to work there which seemed very unprofessional. On 5/25/2022 they were unable to find our furniture and now it would be arriving in June. I was given Tim D*****'s (Dedra's manager) contact and have left him messages on 5/31 and 6/6 with no return call. I have asked for Tim's manager, but was not given a name. I have emailed the complaint department (Quintina) on 6/16 and have not received a response. We received word from Dedra our deliver date would be set no later than 6/17. On 6/20 I contacted Dedra asking for status and as of today, they once again cannot find our furniture. No one will call me back to explain the situation or give me a date of when we will get our furniture that is now at 42+ weeks and counting. My Customer # is *******. Let me know if you need any documentation for this.

  

  Business Response

  Date: 06/22/2022

  We apologize there were delays with receiving this shipment from our supplier. The shipment was received in today, 06-22-22, and our delivery department is working on a delivery schedule for their area now. An automated email will go out today regarding the scheduling and our delivery team can also be reached at 336-822-3500. Someone from our delivery team will reach out soon to confirm the delivery timeline as well.

  Customer Answer

  Date: 06/23/2022

   I am rejecting this response because: I still am waiting on the compensation amount we discussed on the phone.  I also asked for the future corrective action on both management and employee for their negligence, but its not a requirement to close the complaint.
  
  
  

• Initial Complaint

  Date:06/14/2022

  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.

  On July 26, 2021 I made a furniture purchase of $56,425.20 from Furniture land south with estimated delivery dates. I also had to put down $28,212.57 (50%) which fulfilled my contract obligation per their terms and conditions. Most of the furniture has been delivered over a period of 11 months with the exception of 2 dining room bases ($2,194 each) for a total of $4,536.00. I have followed up for over 5 months on this delivery and each time they have moved the date out although multiple times I have been lied to as to when it was going to be delivered. I asked for FLS to provide tracking numbers from the manufacture which they said they would do only not to return my phone call. I have spent countless hours calling and trying to escalate my situation only to receive more false information up until today after i pestered them so much they had to find out what was going on with my furniture. I filed a bad review on Google and then my sales consultant called to tell me that the piece of furniture i was told was coming over and over again would be delayed until next November ( this is a year into waiting). I was given the choice to select an different table but that is not an option for me as the 6 customer chairs i had them make me were a total of $5,016.00 and the glass top for the table was $952.00. Given they took my 50% down payment of which they have held for almost a year creating a binding contract I want my table. I will not except a 1 for 1 refund as they have 1) Held my money for 11 months financing their operations 2) I have other investments with FLS ($5,968) as part of this contract that specifically go with this table so another table is not an option 3) If I have to wait more months then I will need to store items to free up my kitchen for a temporary table... If that is the case then their will be additional costs (damages) to move the incomplete set of furniture to a storage and move back after remaining pieces are completed. I

  

  Business Response

  Date: 06/16/2022

  We apologize that we continue to receive notifications of delays for shipment of the dining table bases. We rely on updates from the manufacturer to provide an estimated time of arrival to our customers and unfortunately, we continue to receive dates that are past the previous ETA we were advised to expect the bases. We cannot deliver the table bases until we receive a shipment from the manufacturer. Due to the extended delay, we offered to assist with selecting a different table that may be available sooner but this option was not acceptable to our client. We understand that there were chairs and a glass top purchased to go with the table bases and if our client doesn't not wish to reselect or await the shipment of the bases, we can return those items to our facility and issue a full refund at that time. A member of our sales management tea will be reaching out to discuss these options to determine how to proceed.