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:09/18/2024

  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.

  August 2, 2024 we purchased a sectional couch for $3,184.87 which was put on my Discover Card.On our receipt it says "THE MERCHANDISE YOU HAVE ORDERED IS PROMISED FOR DELIVERY ON OR BEFORE 09/20/24. IF THE MERCHANDISE ORDERED BY YOU IS NOT DELIVERED BY THE PROMISED DELIVERY DATE, MICHAELS'S FURNITURE MUST OFFER A CHOICE OF (1) CANCELLING YOUR ORDER WITH A PROMPT FULL REFUND OF ANY PAYMENTS YOU HAVE MADE (2) ACCEPTING DELIVERY AT A SPECIFIC LATER DATE" We went into the store September 18, 2024 asked for a discount which they said NO then asked for a refund and again was told NO. Our furniture is being removed from our house on the 20th and will be without a couch and will have to go shopping again! Never in my life did I feel I have to check the Better Business Bureau or any place else before purchasing furniture!!! Very Poor salesmanship and customer service.

  Business Response

  Date: 09/23/2024

  Customer came in on 8/2/2024 and purchased a special order custom sectional. The customer was able to chose from over *************************************************************** their home. The customer was well aware that is was a custom sectional that was made in the ** and could take at least ***** weeks give or take. The customer called on 9/10/2024 to get an update and customer service told them the ******************** was in-production and estimated to ship end of October, early November. The customer then called back on 9/13/24, three days later asking for another update. **************** then left a message at ******, stating the same information that was previous brought to their attention three days prior. The customer then came into the store on 9/18/24 very aggressive and agitated. The salesman reminded them what was previous discussed, and the customer refused to understand and directed foul language at the salesman. At this point he was reminded that this was a special order, non-cancelable. We understand the customer is excited about their new purchase and we apologize if there was a misunderstanding about the timeframe. WE are trying our best to see if we could speed up the process.

  Customer Answer

  Date: 09/29/2024

  
  Complaint: 22304499
  
  I am rejecting this response because: The statements made by the business have inaccuracies. My husband and I entered the store hoping to find a solution as to why our order would be delayed much later than was in writing. On the front of the receipt in Capitals and bold state " THE MERCHANDISE YOU HAVE ORDERED IS PROMISED FOR DELIVERY ON OR BEFORE 09/20/24. IF THE MERCHANDISE ORDERED BY YOU IS NOT DELEVERED BY THE PROMISED DELIVERY DATE, MICHAELS FURNITURE MUST OFFER A CHOICE (1) CANCELLIG YOUR ORDER WITH A PROMPT FULL REFUND OF ANY PAYMENTS YOU HAVE MADE, OR (2) ACCEPTING DELIVERY DATE AT A SPECIFIC LATER DATE".

  At the time we were in the store we were not offered either of the two above, which is clearly stated on the receipt. We requested a discount for our inconvenience or a refund which the salesman denied both. Of course we were a little confused and questioned him again as to why not and he said it was a special order. We had a date and it was not delivered and no notice of a second date just told us end of October early November. The salesman than insulted my husband by saying he had "selective hearing" seriously? Then my husband rightfully got irate and a heated exchange of words between ***** "salesman" and my husband. In the meantime a woman came of from the office and verbally started yelling at me. Customer Service? 

  We are currently battling COVID and do not have the means to shop for furniture which we needed as of 9/20/24. We have no future delivery date as of yet, how can we believe they will not do this to us again and be without furniture for months. The original date was 7 weeks from the purchase, and may come in earlier than 9/20/24. All they seemed interested in was a sale, POOR customer service.

   

   

  
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/27/2023

  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.

  We purchased a power recliner for my Mom and returned it and they said we needed to receive a credit, which we did. we have been taking care of my Mom 24/7 for several years and she sadly passed away a year ago. WWe have been in the store several times looking for furniture and the salesman knew us and knew we had a credit. Once we were picking out items to purchase and use our credit of ****** we received a call from the store owner and told us we couldn't use our credit, that he didn't know if we had used it or not, that he didn't have a record, etc. He made up everything he could think of don't for us to us the credit. Even when my husband spoke to him and explain the situation he said that was our problem and refuse to let us use the credit or give us a refund.I'm so frustrated with the service and lack of empathy towards our situation and knowing that they knew we needed use the credit.I'm sure ****** is not a lot of money for them but, it's a whole lot of money to us. We are requesting your help in getting a refund and put the matter behind us.Thank you.*********,************************* ************.

  Business Response

  Date: 08/07/2023

  This customer made a special order purchase in 2013.  This was a non-cancellable order and she had some unforeseen circumstances that she could not use the merchandise she purchased. Special order merchandise is not able to be cancelled.  we allowed her to cancel and offered her a store credit.  The customer recently came into the store requesting to use her credit which she had no paperwork to support the store credit.  It is the customer's responsibility to provide the proper paperwork so we can establish if the credit had ever been used or if still available.  In this case after careful review, it was confirmed the credit was issued in 2013 and according to the State statue of limitations we are only obligated to retain the paperwork and offer her credit for four years.  ********** Consumer Affairs indicated a store credit should only be valid for six years.  It has been 10 years since the store credit was issued.  At no time has the customer presented us with paperwork to support her store credit in the last 10 years.  The owner of the store contacted the customer stating that our records do not got back 10 years to prove that this customer had already used the credit.  We apologize for any inconvenience the owner offered an exceptional discount for any future purchase.  Please note that any store credit in any retail establishment has an expiration date.  We are not obligated to keep records 10 years old on file.

• Initial Complaint

  Date:12/16/2022

  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.

  I wish to cancel a sofa that I purchased over 80 days ago and has yet to be delivered with constant set backs. And I wish to recieve a full refund due to services not rendered in an acceptable timeframe. I was informed that Michael's Furniture of Brick, ** does not accept cancels. This is in violation of (N.J.A.C 13:45A-5.1 et seq.) The Consumer Affairs Act also protects consumers to cancel/ be refunded if an item that was purchased has not be recieved in 30 days time.

• Initial Complaint

  Date:07/27/2022

  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.

  In May 2022 my girlfriend and I went to Michaels Furniture looking for a coffee table and end table for our living room. After looking we found a set we liked. I asked The salesperson (***** the owners son) if the set was in stock. He checked and said no, but this set should be in 2-3 weeks **** I said to him Im having people over mid June and and July and really need this set ASAP. He said no problem it should be in 2-3 weeks. I said ok and gave him $300.00 deposit on a $700.00 ****. My girlfriend called Michaels around 06/15 and was told by the salesperson she couldnt look the order up at this time because she was helping a customer and hung up on her. I called back the next day and was told by the salesperson that they would have to call the distributor and they would get back to me. Three days went by and I called back, they said they would get back to me AGAIN. Finally I went to the store and spoke to the owner ******* and I asked him if and when my set would be in. He was abrasive and said that I had to understand that there are supply issues right now. I agreed and said had Id been told this set would take months to come in Id have said thank you and looked somewhere else for the set I ordered. He said who told you 2-3 weeks? I said your son *****. He became very agitated and impossible he would never have said that to you and laughed. I said my girlfriend gave the ok to purchase the set and heard him say 2-3 weeks. ******* said call back 08/11. I said if its not in on the 11th can I get my deposit back? He said call and Ill see what I can do. I called on 07/14 and got the same run around but this time I was told my set was on a container ship and they dont know yet when it would be in. I was told they have until 12/11/2022 and then would give a store credit. I said I dont want to do business with your company and would like a refund. They hung up. Im seeking a refund and feel they are very misleading to customers.

  Business Response

  Date: 07/28/2022

  Customer:  *********************
  This customer came in to purchase two tables from Michaels Furniture.  We explained there are supply chain issues and dates are estimated.  At our desk when we have the customer sign the contract, the signs are estimated on delivery times.  We did all we could to expedite this order.  Our signed contract gives a date of receipt of 12/11/2022.  With all the delays in delivery and supply chain issues, we put this date to allow for all the issues in our country.  At this time, Im sure that they will come in sooner.  The customer signed our contract with all the above information presented on the contract.  It is impossible to quote a two-week delivery with these supply chain issues throughout our country and abroad. 
  Please understand we will contact the customer as soon as it comes in.  He also purchased a sofa and loveseat on 5/17/022. Customer picked it up on 5/20/2022 only three days after he purchased.  I didnt see that he mentioned that as he challenged our integrity in his complaint.