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:02/18/2025

  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 purchased this bed back on September 15, 2021 for 4100. It was supposed to be all Italian leather and royal purple bed wasdelivered 312 of 2022 as a bubblegum pink. There were several parts that were damaged the white glove service came out to install and refused install dueto damaged pieces. The company refused to keep their guarantee and advise me. The color was the same, even though the bed receipt clearly said pink. Upon to get this bed sold, I recently found out it is not even leather. It is vinyl. I would like my money back or replaced what was purchased originally. The bed was delivered the same day. I contacted the company to express my discrepancies. This is yet to be resolved. Each communication has come on my behalf.

• Initial Complaint

  Date:10/02/2024

  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 bought this item last year march and barely sleeps on it because I work night shift and so does my husband. Here's what I had after some months on this supposedly "LEATHER SMART BED". Here's what the customer service said when I reached out to them, so do not waste your time and money: Based on the information provided, it appears that external factors contributed to the issues, which unfortunately is not covered under the warranty. Additionally, the damage to the storage unit is structural in nature and also falls outside of the warranty coverage. We appreciate your understanding and should you have any questions, do not hesitate to contact us. Alternatively, please note that we do offer the option to order replacement pieces separately if that is something you'd like to explore.Of note, the very first recliner did not last one day and they had to replace it and now this......Please buyers reach out to me for more details on this scam. I'm a very careful person and have had some of my furniture for more than 6 years without dent. Its so unfortunate I fell prey of this supposedly FAKE ITEM. Buyers beware!!!!!!!!!

• Initial Complaint

  Date:09/30/2024

  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.

  Product shipped with planks to short by half inch on both sides. Reported issue and did not ger response. Was forced to replace them myself. Sitting in the massage chair when a square section dropped. Was told it was not covered due to external forces. There is no listing for any weight capacity on the product or site. The only listing on their warranty stie that has the word "external" is the sentence. "Brief or prolonged exposure to external elements, heat, sunlight, artificial lighting, or any weather conditions"*******************************************************************************************************

• Initial Complaint

  Date:07/01/2024

  Type:Billing 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.

  Per the attachment, which also reflects the disputed transaction settling in my favor, Jubilee Furniture engaged in fraudulent/deceitful sales practices that violated the Fair Credit Reporting Act. They misleadingly marketed the ********* Sectional online then delivered a product that did not match the description nor the quality nor the materials. After submitting proof and supporting documentation that led to the dispute being successfully settled and in my favor, Jubilee continued very concerning business practices. Over a year later Jubilee Furniture opened a collections on the transaction with an agency that *** also be engaging in shady practices, as there was no notification at the time that this action was being carried out. Neither the agency nor Jubilee Furniture was willing to listen to anything that was being told or provided to them. This case is being filed to prevent Jubilee Furniture from further preying on consumers, as they do not engage in safe business practices. As a consumer, I do not feel that Jubilee Furniture is a safe business to transact with.

• Initial Complaint

  Date:03/15/2024

  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.

  6/28/2023: Purchased ********************************* Bed and Living Room Set from Jubilee Furniture (my complaint is specifically related to the bed).10/11/2023: Order was delivered 10/27/2023: Opened the packages (there were I believe 8 pieces total for the bed) and discovered that the one package contained damages to the footboard. The damages included chipped off pieces of wood on one of the drawers. I immediately contacted Jubilee and filed a claim and provided pictures of the damages per claim #*****OL. 11/14/2023: After review from Jubilee, the claims department honored my request to have a new footboard sent to me.3/1/2024: Received the replacement footboard. Upon delivery, I immediately opened the package in front of the delivery drivers and noticed the footboard was damaged. The front panel with the handle was completely broken off of one of the drawers.3/1/2024: Contacted Jubilee immediately while the drivers were still there to report the issue and sent an image of the damages. I asked if I can refuse the delivery and they said no and advised me to accept the delivery and note that the item was damaged upon delivery. 3/6/2024: Contacted Jubilee to check on the status. I was advised from ******* (*****) that a replacement drawer would be the proposed solution. I would have been fine with that, however the drawer is jammed and doesnt open. ***** advised me to send a video to the claims department showing that the drawer is jammed. I sent the video that day after speaking with *****.3/8/2024: Received response from claims department with instructions on how to remove the drawer.3/8/2024: I followed the instructions provided and had no success. I sent a follow up email to the claims department advising that the instructions provided didnt resolve my issue and provided a video showing me completing these steps as a reference.3/13/2024: Received response from claims department and was advised that they are awaiting a response from the manufacturer.

• Initial Complaint

  Date:02/05/2024

  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.

  The couch is supposed to be top grain. Leather. I paid an additional $600 for the upgrade. The color is rubbing off in several places. The sectional also has discoloration in some places as well. I cannot upload the pictures because files are too large. I would like to see if there is another way to upload the pictures.

• Initial Complaint

  Date:06/09/2023

  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.

  My order number was 10419OL and it was paid for on 2/15/2023 ($4992.71). I received my couch about 4 months later on 6/6/2023. When it arrived, it was the wrong color. The employee (*****) entered the incorrect name and the number did not match. In the original emails he sent me while we were on the phone, he sent pictures of different color couches. One of the couches did not list the correct color (said beige instead of light beige), so it lead to confusion. I originally wanted it in cream and tan, but in the original order he typed light beige **** instead of cream ****. I changed my mind and. asked to update it to all the same color and no tan (ie, only cream #****). His typo in the original order lead him to write light beige ****. Additionally, the couch does not look exactly like advertised. The armrests are shaped differently. The only compensation the company has offered is a $200 gift credit, or I could pay shipping and handling to return it to them. Due to employee irresponsibility and false advertising, I am owed a partial refund. I am a young girl who can not move this on my own, and I should not be paying to return something that was not my fault.

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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 purchased a smart bed from Jubilee furniture(****************************************************************************) on 8/31/22. I paid with my **** of America debit card for the full amount without financing it. The bed was delivered on 10/8/22. Before I unboxed bed, I could smell the unbearable horrific odor. Along with the smell, there was also mold all throughout the bed. I immediately notified Jubilee Furniture of this unacceptable furniture delivery, they had me take pictures and through several emails, they agreed to pick up the bed and send me a replacement. In addition, they also included white glove delivery service, and complementary installation for the replacement bed. Second bid delivery was on 11/21/22. Same unbearable smell, with less mold stains. Once again, I notified the furniture company. They asked for pictures again, which was a long and inconvenient process, especially considering this was the second time. At this time, I was no longer ready to give them another chance, I just wanted them to come get their bed and refund my money. They refuse to do so, and wanted unreasonable options, for example, to have a cleaning company, inspect my bed along with $100 Off of the next purchase. After several attempts for them to come get their bid, and refund my money, I decided to go a different route. 11/25/22 I reached out to **** Of America since that was the original form of payment, and started a dispute claim. I submitted to **** Of America all my saved emails between Jubilee Furniture and myself. 1/7/23 **** of America judged in my favor and awarded me the full $4100 back to my account, shortly after words when I thought I could put this behind me I was still getting emails from Jubilee furniture not happy that I was awarded the case and the $4100 was refunded they vowed to get their money back from me. Fast forward to April 2023. I periodically check my credit report through credit karma, I notice that there was a collection on my account for $4317 through ***************** SE. opened 2/8/23. This frustrated me beyond belief, trying to fix my credit reports, and just a feeling of identity assassination, I was never notified by this collection company. No email, no phone call, no postal letter. As I stated earlier, original payment form was through a **** of America debit card, for full amount, not a finance which that payment was reversed due to **** Of Americas investigation which included jubilees input. I have filed a dispute with consumer financial protection bureau against the collection agency as well.Thank you.

• Initial Complaint

  Date:02/24/2023

  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.

  I purchased a couch from Jubilee last year May 2022 the order took several weeks to arrive as it sat at the ports on inclement weather waiting to be cleared. When the furniture arrived you could tell it had been sitting out. The delivery drivers dropped the pieces off and took pictures of the packaging. I did not open right away as the flooring etc was being redone in our home. I opened the package and noticed the cord for led was missing and in the corner of the couch the thread was hanging at the seam over the course of less than a month the thread was seperating exposing the material. I contacted Jubilee and they said because I did not take pictures there was nothing that could be done. They offered a 250 dollar credit which cannot purchase anything on their website. I asked that the credit be used to have a furniture company repair it. Jubilee is yet to send the company they refer. They take no ownership all the conversations are scripted.The warranty states Fabric and Leather Upholstery 6 Months Applies to seam failure, upholstery covers, frayed or separated fabric, and stitching for backrests and seat cushions And the leather is for a year.But they state this falls out of warranty when it legally states that in their policy that it is covered. I spent ***** and the genuine leather that you pay extra for is not truly the quality of leather they advertise. They refused to provide the manufacturer so I could put a claim for the warranty. This company has horrible reviews on social media and online. In all the complaints they refused to take ownership. I should receive some of the funds back from The purchase to at least cover repairs

  Business Response

  Date: 02/28/2023

  The information in this customers complaint is misleading and inaccurate.

  This customer received her ******************** and notified us of a missing power cord on July 16, 2022. At that time, she mentioned that everything else was in good condition. Our team sent her a claim form, which customers need to complete within 48 hours of receiving their furniture. This not only includes any missing items but also damaged ones as well. This information is clearly stated on our website, and we include this as well in the email claim form that we send to our customers. If a delay occurs due to remodeling, renovating, or any other reason, we still have it stated in our policy to notify us of damage or other issues within the 48-hour period, especially if there is visible damage to any of the packaging.

  Our team even sent a follow-up email on August 9, 2022, (even though the time for a claim had already passed) to at least reach out to the customer to offer assistance with any issues that she had. On December 28, 2022, the customer finally returned. At that point, this became a warranty based on the time frame of the submitted information, and our team made sure to review everything that the customer sent. The customer continually claimed that the stitching kept coming apart, but the photos provided showed a chunk missing from one piece. This was not a manufacturing defect and would not be covered under warranty, as our team stated several times. The customer has also stated in this complaint that the thread was hanging at the seam over the course of less than a month, but this was never reported to us even after our attempts to contact her. Additionally, the carrier mentioned that they did not take photos of the packaging during delivery.

  Regarding the $250 store credit, this was only issued to show our appreciationas a gesture of goodwilland can only be used towards the purchase of an item from our online store or showroom; the credit could go towards a console table, coffee table, or another item, but it cannot be applied towards payment of a contractor. In addition, we provided the customer with the name and contact information of the contractor.

  Although this was reported to us over 5 months from the date that the customer received her ********************, we still provided significant store credit even though the details in the customers report did not fall within the parameters of either our claim or warranty policy, but this customer has continued to state that this is something our company should cover.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19488800
  
  I am rejecting this response because:
  The couch is not missing a chunk of material it is obvious that the material is parting at the seams. 250 does not cover anything on their site and based on their long shipping times I run into facing the same problem. Online their are other complaints by consumers in which they contacted within the time frame and jubilee did not replace return or remedy the situation.

  They have a history of not honoring warranty. There are continual complaints and I question if this is the quality of leather they advertise. Couches are not supposed to fall apart especially when not used frequently.

   

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

• Initial Complaint

  Date:11/04/2022

  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 bought a sectional from them for $6000. The sectional fell apart with a month. The only solution they gave me were to offer me $1000 for a sectional i paid $6000 or to wait 6-7 months for a replacement for the same thing which could have the same issue. I filed a dispute with the creditor and they got ******. They told the creditor they resolved with me and had the case closed. I told them then fine order my replacements as I just wanted to be rid of them and this issue. They then proceeded to tell me they will now do nothing to resolve this issue as they didnt appreciate me filing a dispute.

  Business Response

  Date: 11/23/2022

  The customer filed a warranty form to address some pilling on some cushions and tearing at the seams on one cushion. We notified the customer that the pilling was normal, and although the seam damage was not the result of normal wear and tear, we hired a contractor to assess the tears to 3 of the pieces from the original one that she had initially stated in her warranty form. The customer did not want repairs to the seams to be done following the assessment, so to show our appreciation, we offered either a $1,000 refund or to replace all 3 pieces if she did not wish to wait the standard 5-7 months for the pieces to arrive. The customer confirmed the 3 replacements on 9/27 and 9/29/2022, but she opened a dispute on 10/10, over 10 days following her confirmation. When we asked her the reason, she stated that she did not want to accept our offers even though she confirmed this resolution more than 10 days prior. The customer also omitted information pertaining to our email chain that included her confirmation of the replacement items when she disputed the charge with the creditor. She denied this, but we could clearly see that this crucial information was not posted in the email chain that she uploaded to the creditor. In addition, we notified the customer that this dispute greatly affected the resolution process. Because this was considered to be external damage, we would not have normally offered to replace these pieces but did so because we wanted to show our appreciation to the customer, but she still disputed the entire amount of her order for the 3 pieces that she had already confirmed to have replaced.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18356932
  
  I am rejecting this response because: this is the way they ate copping out as they are telling the finance company that they are replacing and telling me that they will not replace. All three pieces have tears at the seams and they have ample proof of that. In this response there is also no resolution just them trying to justify selling poor quality material for high price and then not covering warranties 
  
  Sincerely,
  
  Serpil On