Complaints

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

close

Find a Location

Big's Furniture has 2 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

• 

  Big's Furniture

  1080 W Sunset Rd Henderson, NV 89014-6412

• 

  Big's Furniture

  4500 N Tenaya Way Las Vegas, NV 89129-7100

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:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made this chair and ottoman and it was delivered to my home on 9/18/2023 . The fabric is wearing out on the chair and the ottoman and I the cost was delivered at more than *******. I have been going back and forth with this company for over a month and they first said it was a issue covered under the protection plan warranty that I did also purchase. The warranty company says this is a manufacturers issue and the store needs to file a claim with the manufacturer. I spoke back with the store and they provided me with a disconnected number to the manufacturer and the asked me to send information to them which I did and I received another email from Bigs and they referred me back to the warranty company which they have already denied my claim. I need a refund or a credit for this purchase. I do not have a thousand dollars a year to purchase a chair and ottoman so I need help with getting this issue resolved.

• Initial Complaint

  Date:09/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Sectional reclining sofa Delivered only part of Sectional. Cushions were worn and sunk down in the middle like it was a floor model. Two weeks later they delivered the rest with a new cushion for the bad ones, and the cushions on the new piece were worse and the cushions they replaced are in the same condition. It looks like a used couch (the floor model perhaps?) It's been less than 30 days since it was delivered and cushions need replaced a 2nd time and the last piece they brought doesn't fit correctly and is lower than the rest of the sectional.

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 table set with 6 chairs in color white. What I received instead, was a table with 6 gray chairs, the ones I returned the same day I received them. I called the company and explained to them that we did not receive the correct order. They took only the chairs. The manager approved for us to go back and choose a different dining table and chairs. We chose another set with Mr. ****** who told us that the manager would give us a call and approve us. The manager never called us, we called and they told us we had a balance of $192.10 which we did not agree to, because we agreed that everything would be within our budget. We have gone to the store and called many times and they have not delivered any items to us. Not even the mirror that doesn&#**;t even come with the dining table has been delivered to us.Translated by H363137**3238313831H 4/10/2024

• Initial Complaint

  Date:03/10/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 placed an order for a sectional on feb 25, I was told it would ***********-8 weeks because the couch was custom I explained to the sales person that I wanted the exact couch as the floor model. She told me no problem and if I wanted to change the pillows it would be and additional fee , because it was custom she also told me another customer had ordered the same couch and that she would try to get mine ordered with theirs.well the whole story about the couch being custom turned out to be a lie because I was called 4 days later stating that the couch was ready and that they needed the balance paid. I came in on Feb 29 and paid the remaining balance which was a total of a little over $2600. I had someone pick the couch up as I was out of town , when I got home I realized the couch did not look the same and the pillows were all different . The couch also was poorly constructed. The sales person told me to send pics and she called me the following day saying that i could come in a pick something different and her guys would pick up the old couch , once I arrived the manager denied me services and told me she wouldnt help me nor would she be willing to give me my money back even with the couch in her possession. She refused to put anything in writing in reference to the transaction & assured me any complaint would go unanswered because the business is family owned. They basically scammed me out of $2600 and the couch. I will now be seeking legal counsel.

  Business Response

  Date: 03/12/2024

   2/25/2024 Customer ordered a 3 pc Sectional from ********************** .  This particular manufacture requires 6-8 week for special orders, customer ordered "As Show" which means ********************** either has in stock or it is on order (lead time is quicker).  3/1/2024 Customer was notified that her sectional was in, she paid her balance and was informed it would be available for CPU (Customer pick up) the next day.  3/4/2024 Customers husband picked up the sectional from said location.   CPU (Customer pick up) It is the responsibility of the customer to inspect the ******************** for any damages such as but not limited to scratches, gouges, scrapes, punctures or tears. Customer signed off on items and left.  3/7/2024 customer contacted salesperson stating she had received the wrong sectional. Salesperson informed customer that we would pick up the sectional and make sure she receives the correct one.  At this point the customer informs the salesperson that there is a cut on the sectional.  Customer is asked to send pictures, she sent pictures/video the following day 3/8/2024.  It turns out the customer did receive the correct sectional, however (3) Throw Pillows were wrong color (this is an easy fix).  The video shows the angle customer cut the packaging open which also lines up with the angle of the cut on the Left Arm Facing Top Corner.  Big's Furniture informed customer product needs to be returned & inspected, then we can order new set.. Now customer wants something completely different .
  

  At no time was the customer denied service nor was she told we would keep her money or product.  Customer in in possession of her ********************, it is believed that she damaged (cut) when opening, and that the 3 pc Sectional does not fit in her home (As video/pictures are from garage).
  

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21411554
  
  I am rejecting this response because:
  All statements are false. I AM Demanding A FULL refund for following reasons. Couch was not cut by anyone in my home. Will provide evidence of plastic and protection still covering damaged area of corner piece. no one has ever been inside my home so assuming it doesnt fit is ridiculous. I will also provide a photo of one  side of couch inside the day it was inspected, was not necessary to move all pieces in after seeing damage and horrible structure! prior to moving it back to garage for pickup! Couch was placed in garage for easy access because we are no longer comfortable with these ppl in our home. MANAGER refused services & refund immediately upon meeting me. Was upset about personal issues with her son & info given to me by sales person so she took it out on me by providing unfair services. I have a multitude of video evidence if needed. Will not debate about issue. refund IS OWED and needs to be paid 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 September 9, 2023, I purchased a 92" TV console w/power center and hutch from Bigs and was charged twice, the duplicate charge was subsequently reversed.The item was delivered on Sept. 24, 2023. During installation, the delivery team dropped the main shelf of the unit causing it to break in addition to scuffing up other parts of the unit. The delivery team was very apologetic and assured us that they would have the store order replacement parts and they would come back to install the new parts. On the day of deliver, I called the store and spoke to the warehouse team who initially denied damage and told me we should have refused delivery. After the delivery team got back and produced documents admitting to dropping the piece the store agent ****** stated that they would make it right. I was supposed to receive a call back and never did. ( We also have cameras in the house which may have helped.)In October I spoke with ****** again and was told the pieces were on order and that they would be in stock in 4-5 weeks and I would be getting a call for delivery of the new parts. I called the store 8 weeks later and spoke with ****, the manager. **** stated that no parts were ever ordered but that she did see record of ****** quoting 4-5 weeks for replacement parts. **** was supposed to follow up with ****** and get back to me. Again, no one got back to me so I reached out to the owner, **** via email on 12/20/23. I requested a partial refund or replacement of parts. **** never got back to me. I called again on 2/4/24 and spoke with ****** who said she would need to speak with **** because she would never quote a delivery timeline if nothing had been ordered. I also emailed the owner of the store again on 2/4/24 to inform him I would be contacting the BBB as its been 6 months and there has been no attempt to resolve the issue by the store.

  Business Response

  Date: 02/19/2024

  customer received her delivery on 9/27/2023 at the time of delivery customer was asked to sign a received and inspected delivery sheet after she had received and inspected no damage was made aware at the time of delivery, customer called 2 days latter 9/29/2023 a claim was stared and on 10/4 customer was given a follow up that the claim was accepted and the part was ordered that it would take 4-6 weeks for this item to be available,on 2/5/2024 customer was also contacted no response a massage was left in referent to the part to inform her that the part was soon to be received,on 2/6/2024 customer made us aware that she filled a dispute for the amount with her bank we did communicate with to her that this action has put a pause on her claim with us until the dispute is settled if more information is required please feel free to contact us.

   

  Thank you

  ****
  

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21245009
  
  I am rejecting this response because:

  The summary provided by the store is not accurate and they have not solved the issue. I called the store the day of delivery to inform them of the issue and was told that they would need to speak with the delivery men and would call me back. They never called so I called them to follow up, I informed them that I have footage of their employees dropping the piece and telling my husband they would make it right. The women on the phone said, it's okay they made a note that they damaged the part, we'll reorder it for you. I was given a 4-6 week timeline in October.  When I called in December to inquire as to the status of the parts, **** told me that no parts had been ordered, that she was unaware of any issue and would follow up with ****** and call me back which she never did.

  On 2/5/24 the store called me after I emailed the owner letting them know I would be filing a complaint with BBB. I called back on 2/6 and ****** informed me that the store would be willing to replace the entire unit. I have zero faith that this company will stay true to their word so I requested the offer to replace the unit be put in writing. ****** refused my request for the offer to be put in writing. Therefor I have disputed the charge with my credit card company. This business has failed at every opportunity, I never wanted it to get to this, I just wanted them to make it right and they've had 6 months to do so.

  I will be satisfied with one of two solutions: 

  1. They put it in writing that they will replace the unit and what date I can expect delivery. 

  2. Full refund. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/20/2023

  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.

  I came and placed an order with Bigs Furniture. I was assured by ******* that the parts of my order that were not in would be delivered later, and the things that are in now would be delivered now, and even though there would be multiple shipments, I would not have to pay additional for delivery. I received a partial order, and I scheduled the second delivery for another partial order that was in. I was asked at that time if I would like to wait for the last part of my order to come in and I told them no I would not. I told them that I would like the earliest delivery for my order as it comes in. Two days later receive a text from the sales lady telling me that I HAVE to wait for the rest of my order to come in before I can receive my BED! ******* has her "manager" ******** to call me. Then she starts threatening to hold my order until after CHRISTMAS, but I have to start paying on it NOW! This is unacceptable. ******** would not allow me to speak and kept cutting me off. She offered no solutions, and would not honor the word of her employees.

  Business Response

  Date: 12/21/2023

  ************************ order was resolved on 12/19/2023. 

  At no point did I threaten, try to withhold delivery, or tell customer she would have to start paying now (As her payments with the finance company do not start until 2 weeks after completed delivery)  We are not paid until order is delivered complete.  ************************ did however received a partial delivery on 12/13/2023.  She is scheduled her for a complete delivery on 12/23/2023.  ************************ came in with foul language,  she was angry and demanding because my solution to deliver to her before Christmas was not acceptable. Her statements are unfounded as this matter was resolved the evening of 12/19/2023 when she came into the showroom.
  

  Thank you

  Big's Furniture
  

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August 7th 2023 I purchased a faux fur couch from Bigs furniture along with an area rug for $5,450. Once the couch was delivered and set up, it began shedding incredible amounts of the fur to the point where we couldnt even sit on it without needing a lint brush. I tried to take corrective action by giving the couch a light vacuum as per their instruction on several occasions to no avail. I informed **** of the issue as I also purchased the protection plan and for several weeks they told me this is not a material failure. This was on August 22. Sep 5 I reached out again and was ignored. Oct 17, **** contacted me to say that they would like to pick up my couch to test for chemicals and then reupholster the couch, a process which would take 2-3 weeks according to ****. I agreed. Oct 19 they took the couch. Nov 7 they still had not started, claiming they were waiting for the material. Nov 22 I reached out and was ignored. I am now requesting a full refund for the couch and delivery fee, along with the protection plan and any taxes paid. They continue to refuse my refund and I have been without a couch for 2 months now. They refuse to even communicate with me when I email and simply ignore me. The only acceptable solution at this point is a full refund as I no longer need nor want the couch theyve had for months!

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 8/27/2023, we purchased two power recliner sofas from Bigs Furniture on ***************, for $2,499.97, the sofas had manufacturing defects and had to be taken away. They told us to go to the store and reorder or pick something else. We didnt feel comfortable reordering the same items, and we looked for something at the store.Because we paid using a credit company, the store wants us to use the entire credit line of $2,499.97 even if we purchase something of lesser value, the remaining amount would still be store credit. We have been in constant communication with the store manager and the stores customer service on the phone and in person. The store didnt have any reasonable options for us, so we want to cancel the purchase. We spoke to the credit company and they said that the store could easily dissolve the contract. We informed the store manager of our decision and she was extremely unprofessional and at times even insulting, and said that we needed to pay a restocking fee of 30% of the full amount of our purchase in order for them to dissolve the contract with the credit company and that we had been informed of this before signing our contract, which is not true, neither her nor the salespeople mentioned anything about a 30% restocking cancelation fee. She also said that this whole mess was our fault for not reading the fine print.We want the contract with the credit company to be dissolved and the restocking fee to be waived.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought all of our furniture for a new home in June of 2022 and it was delivered November 2022. In July of **************************************************************** any of the three spots the frame is bent. It also began fraying and we have had it less than a year. We bought an extended warranty but they wont cover anything because it is still covered under manufacturer warranty. It has been two months dealing with their claims department and we had to send videos multiple times and it still hasnt been rectified.

• Initial Complaint

  Date:08/29/2023

  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.

  Worst furniture buying experience of my life. I purchased a bedroom set, a coffee table and a ** Stand nearly a month in advance to when the delivery date would be, only to find out the Monday of the delivery week that the ** stand I had already paid for was discontinued by the manufacturer. The manager ******** calls me at 10 AM to tell me this so I asked for her to give me time to decide if I wanted to choose a replacement or to get a refund. I called back after I chose several alternatives only to find out from an associate that they wouldnt be available for several weeks after my move-in, at this point I decided I just wanted a refund for the ** stand that was unavailable. This is where my frustration begins, I was told by the associate that only ******** (the manager) could issue a refund or their accountant who was on vacation until September. So at this point, I had to order a new ** stand (from BLVDHome much better service) and I was at the mercy of ******** to call me back and issue me a refund. This happened at 10AM, it is now 4 PM and I have yet to hear back from ******** about my refund. This is absolutely inexcusable to sell me an item that is discontinued and then not have the courtesy to call me back in a timely fashion. I spent $1200 here but I will be cancelling my order and taking my money to BLVDHome and Furniture World.This entire experience was terrible, I didnt even mentioned that picked the items I wanted before I got to the store but the pushy sales rep **** still kept begging me to look at other more expensive furniture.

  Customer Answer

  Date: 09/12/2023

  Please delete review as situation was resolved

  Customer Answer

  Date: 09/12/2023

  Please delete review as situation was resolved