Complaints

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:03/21/2023

  Type:Service or Repair 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 February 24, 2023, I emailed Raleigh Discount Furniture regarding new furniture for my townhouse. I found all but 3 pieces that I wanted on their website, and I included links to the 3 pieces that I wanted that were from another vendor in the request hoping I could get all furniture from one store. We had some discussion regarding what options they have, regarding color and size. On a phone call the salesman I was dealing with, general manager ******, said he was having a hard time matching prices for the bookcases and desk I was looking at. I told him I was less concerned about price and more focused on how they fit. He responded with an email of images that looked similar to what I had sent, but were twice as expensive. These items look right to me, so I agreed that they would work.The items were delivered on Friday, March 17th. The desk was damaged during delivery. The bookcases are 10 inches longer than the ones I had chosen, and the desk is 12 inches longer than the one I picked. None of this furniture fits my room. I immediately called Raleigh Discount Furniture only to be told by the salesperson that he couldn't help me, only **** - another manager - or ****** could. **** called me the next day to tell me I had to speak to ******, and he would not be in until Tuesday, March 21st.I heard from ****** around 12:30 p.m. on March 21st. He stated it is company policy not to return special orders and the best they could do is take back one bookcase and fix the desk. At no time prior to this discussion was I provided with this policy regarding special orders. This feels like bait and switch to get more money out of a customer.I was willing to return the ******************** at some cost to myself since I realized this mistake falls partly on me, and buy furniture from them that actually fits. But to leave me with no options and furniture that does not fit feels like after our previous discussions feels problematic.

  Business Response

  Date: 03/21/2023

  We are trying to resolve this issue with the customer.  This customer originally wanted something we could not get in the timeframe that they requested.  We simply provided the customer with alternative options that were most similar from a style perspective.  Customer was made aware of the additional charge due to a significant quality difference and at no time did we make the customer purchase this item against their will.  We simply provided a solution for the timeframe of products that we could accommodate based on the customers need.

  During this process of selecting items and showing the customer alternative options, the only spacing concern mentioned from the customer was if the products would fit through the doorway which we told her they would.  We would have happily let her know sizing of furniture had that question been asked.  We dont know what will or wont fit inside a customers home without ever being inside or their residence.  Therefore, in most cases we rely on the customer to understand their space and what will or wont fit and if there is an issue, to bring that to our attention before special orders are placed.

   

  Again, we only make recommendations and we never charge a customer for something that they dont approve ahead of time.

  As mentioned earlier, we are trying to work on alternatives for the customer in the form of smaller pieces and store credit which is outside of our normal return policy.

  Customer Answer

  Date: 03/22/2023

   
  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. As they stated in their response, we are working toward a resolution by finding pieces that fit in my space. 

  Thank you,
  

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