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:03/05/2025

  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.

  Bought a chair that is defective. 3 days after it arrived it broke. The only person using the chair is an 84 year old man. Company said the will fix the chair but refuses to exchange it. we want an exchange because we paid 1000.00 for a defective chair. If it broke after 3 days what happens in 6 months? I am 87 and my husband is 84. I think we are being taken advantage of.

  Business Response

  Date: 03/31/2025

  The customer's issue has been resolved. We went beyond our standard procedures by offering Ms. *** the opportunity to reselect her item. She visited our store on March 7 to choose a new recliner, which is currently on order. We consider this claim closed.

• Initial Complaint

  Date:02/28/2025

  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.

  We purchased a reclining love seat and reclining chair from Lake Effect Furniture on 8/3/2022. The total cost was $2,824.24. The moment we received the furniture something didn’t seem right. The couch was crooked and the chair reclining mechanisms would get stuck. We contacted the business to get it repaired and they outsourced someone to come and fix it. They didn’t fix it completely but it worked better. However since then, we have had the furniture repaired 3 times. Always for the reclining mechanisms or bent bars that cause the reclining mechanism to fail. Fall of 2024, the right side of the love seat does not recline at all and the chair reclines but gets stuck and grinds and when it is reclined is crooked. We reached out to have it fixed, the person came and said it was not covered under our warranty. We called Lake Effect and they said we don’t have an extended warranty just a protection plan that doesn’t cover reclining mechanisms. I argued with an employee, the warranty manager and owner claiming we were sold a 5 year warranty and the salesman told us everything was covered. I asked for a partial refund, a complete new set or to have someone repair it and all refused. When I spoke with the owner he offer 20% off in store or if I split half the cost of the repairman. I reluctantly accepted the repairman offer and was disgusted with the customer service by the owner. He kept trying to blame me for breaking the furniture and denied that his employee would sell me false information. It has now been 4 weeks since that conversation and a repairman has not come to fix my furniture. I have called 3 times and spoken with the warranty manager once, left a voicemail once and received no answer the final time. Furniture should last near 10+ years. Not 3 and you would think the business would care about a very upset customer.

  Business Response

  Date: 03/31/2025

  The protection company provided several options to Mr. *****. Despite multiple attempts to contact him, the protection plan received no response. As a result, ***** ****, the protection company, closed the claim on their end on February 5, 2025. This matter is beyond our control.

  Customer Answer

  Date: 04/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   My husband ***** ***** did speak with ***** **** multiple times to resolve the problems. They said it was not covered under the protection plan and that all they could do was give us 50% of the cost from the protection plan. We said that’s not acceptable and ***** **** said we would have to take our concerns to Lake Effect. The problem is that we were told we were sold a warranty by Lake Effect and not a protection plan. Also, even with the protection plan, the documents say our damages would still be covered.   Regards, ******* *****

• Initial Complaint

  Date:02/13/2024

  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.

  In November 2021 we purchased a 3-piece living room set, within months the material started to pill and became very rough. There is a zig zag pattern and it looked like the pattern was coming out. I finally did a claim about 8 months later and it was approved stating that the manufacture said they did have a problem with that material. They replaced all 3 pieces and within a few months again stated to do the same thing and worse. I filed a claim again because clearly there was still an issue with that fabric. Lake Effect denied the claim stating they don't know why it was happening, I am stuck with a living room set that looks like I picked it out of the garbage, and I am embarrassed to even have this is my home. I didn't want the same furniture and wanted to by higher end due to the quality of this manufacture was not up to its materials. Spending almost 4000.00 on a living room set and not even owning it for a full 2 years is very upsetting. I would think that the manufacture did not correct the issue and Lake Effect didn't back this up with now having an upset customer. I am at the point that I wasted 4000.00 on furniture that everyday gets worse. The 1 side of the sofa moves like it is going to fall apart and the recliner also feels like the right arm is going to detach. How can this be ok to anyone that owns a business? I have attached a few photos and I also have a video , showing how the arm of the chair and the sofa feels like it will detach but was unable to send

  Business Response

  Date: 02/29/2024

  In regards to this complaint  The customer purchased on 11/27/2021 She received delivery of the reclining sofa, loveseat and chair on 2/14/2022 The warranty claim she submitted on our website was received on 1/13/23. Lake Effect supports our customers by filing claims with the manufacturer against manufacturing defects. When the claim was submitted by the customer we sent it over to the manufacturer. The manufacturer got back to our warranty department and informed them that they had a few isolated issues in the last 2 years, where the fabric may not have been processed correctly. They advised us to allow the customer to reselect new product with full credit for their original purchase. We informed the customer of the news, explained what the manufacturer told us, and told the customer she had the choice to reselect new product. They opted in to selecting the same goods but in manual instead of power on 1/24/23. Product was ordered and swapped out with an in home swap out delivery on 3/9/23. The customer submitted another warranty claim on our website on 12/14/23 for the reselected goods. The description of the issue is the same as the original claim submitted on 1/13/22.  The 2nd claim was submitted to the manufacturer and was denied. They will not cover the same issue more than once because this is classified as misuse or abuse seeing that the same issue is occurring to the product.  It is then considered an issue of wear/potential pet abuse not a defect. The customer had the opportunity to reselect different products when they were offered full credit but chose to select the same goods knowing the original product didn’t hold up in their home. 

  Customer Answer

  Date: 03/02/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I have attached a video . I chose this furniture because we liked it and when it did start having issues the  first time and they gave me the choice of keeping the selection or choosing something new I did select this again because I was told it was an isolated problem with the material . This clearly wasn’t correct as it did/is doing  the same exact thing and the furniture is an low quality as from the video I attached the side of the sofa is falling apart as well as the chair  . At this point I honestly don’t even want anything from Lake Effect and would like a refund . This has been a horrible  and embarrassing few years with this furniture in my house and I am disappointed with Lake Effects lack of effort to resolve this . I would be nervous buying anything else from them .  Regards, ***** ****

• Initial Complaint

  Date:01/19/2024

  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 purchased a dining room table on 12 /23/2023 from Lake Effect Furniture and Mattress. **** ***** *** *********** *** I picked it up and it came in a very large box. My son in-law put it together for me. They were here from out of state for holidays. Once the legs were on the table we noticed a gauge that was definitely not new, it was a defect from manufacturing. I called the next business day and sent pictures. I am now being told my table top is ready for pick up. I have no way any longer to pick up a heavy table top nor can I take apart the defected one. I asked that they deliver a new table put together? Is this unreasonable? I don't care about 3rd parties. I purchased a table, it is damaged I want a new one. They then made me an offer to split the cost of the delivery? 50 DOLLARS, OR take 100 dollars off of the gauged table price. I refused and asked for a new table put together with zero delivery charge or a 1/3 off the table. They refused the 1/3 off. They will not deliver for free, they want to charge me 50.00. They just won't take responsibility and we are bickering over 50 dollars . That alone proves they are just being stubborn and will not give in to the delivery. They said if i had it delivered initially it would not be a cost. I have never heard of such a thing. So I picked up a defected table and now I have to pay to have a new one delivered. I already did all of the work, picked it up and had it put together. Why am I liable to do any of this again? They keep comparing it to returning a sweater or a TV, saying I would have to bring it back to the store. This is a terrible place and you can't return the garbage they sell. I will be sure to never buy anything from there again. I want a new table preferably, or I want a 1/3 off of the total cost after tax, 300 dollars. All I am hearing from them is policy, policy, policy..what about the consumer and their rights?

  Business Response

  Date: 02/05/2024

  In regards to ***** ****** complaint, we advise on the available options to the customer based on the damage to the table and the cost of the table while following the policy we have in place. When a customer purchases a product from Lake Effect they have the option to pay for delivery, or pick up the items from our warehouse. If pick up is what the customer chooses to move forward with they are responsible for the goods. Manufacturing defects are less than 1% of our overall business. In the case a customer receives damaged goods they have 24 hours to report the damage. If the product can not be repaired, we offer replacement. In the case of replacement the customer is responsible for bringing back the damaged goods and picking up the fully inspected replacement piece. If the customer is unable to conduct a pick up swap out we can offer a split delivery, which is what we offered to Ms. **** due to her not having the ability to return the goods. The standard charge for delivery of a dining set is $100, and the set up charge for a table is $20, which equals $120 charge. We offered to deliver the replacement table out to Ms. **** for $50, with the $50 charge we also offered to disassemble the damaged table and reassemble the replacement table for no additional charge. We believe it is a fair offering considering the situation and the policies we have in place.  The dining set Ms. **** purchased was a table, 4 chairs and a bench, which all came in 1 box for the price of $798. She is demanding $300 to keep it as is, claiming she only requested ? of the cost, which is inaccurate. The set she purchased is a  6 piece set for $798 / 6 = $133, ? of $133 = $44.33 which is less than the $100 offered to the customer. We believe it is a fair offering considering the size of the damage, where it is located, and the cost of the table. 

  Customer Answer

  Date: 02/05/2024

  I am thoroughly disgusted with the place.  I really just want a new table top that is not damaged.  Without there being any cost to me.  Zero. I stated that I preferred a new table.  So to break down each part of the product was completely juvenile.   I expected this as when I did say I wanted a 3rd off the total price off the damaged table set that I handed to you with good faith,  including tax, its actually a bit over 300.  I did expect all of this because I was laughed at by the female I was speaking to when I asked for 300 off of the damaged table or please send me a new table top for free. I have been extremely inconvenienced, laughed at, treated very unprofessional.  They should be ashamed. 

• Initial Complaint

  Date:12/06/2023

  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 bought a sofa, loveseat & ottoman called Olin from their site. It was several shades lighter than it actually was when delivered. Delivered was very dark. Called the store, manager said "all sales final" & I bought it off the picture they provided?? This guy did not want to hear it, because he felt buying it according to the picture was not an accurate description. I did, that's why I bought it, because of the color advertised. He hung up on me.

  Business Response

  Date: 12/22/2023

  This product is manufactured by ******.  ****** product is professionally photographed and reviewed for accurate depiction of the product.  Unfortunately, color does vary on individual computers due to numerous variables of each individual computer including, but not limited to age, quality, and setting of the computer.  The color of the product in the picture is representative of the product.  If the product was defective we would make it right.   
  

  The customer purchased the product off our website and not displayed in store, which makes it a "special order".  It is stated on the invoice that ********** signed "special order" and it states "All sales are final".  It also states on the invoice we do not restock items that have been opened.  All our furniture is delivered new in the manufacturer's packaging. Once it is open we can no longer sell it as new, so we would lose money by taking it back. Since we are in business to make money, that loss from the customer's mistake would have to be passed on to other customers. I do not think it's fair to other customers to incur a cost from another customer’s issue.
  
  

  Business Response

  Date: 12/29/2023

  Yes we did said, the color of the product in the picture is representative of the product, but you missed the point. Not all computers display colors in their true form. A example of this is the TVs displayed next to each other at a store.  There is 20 TVs with the same video feed, and maybe half of the 20 have the same quality true picture.  The other half the picture varies in hue and brightness.  You made a special order purchased off our website.  You signed off on the sales order that states this is a special order, and has  a single paragraph that is 4 sentences long stating once product is opened it is used, and cannot be restocked.  You are asking for a discount that would put us at a loss, which means the loss would be made up by other customers.  We do not believe other customers should pay for your mistake.  

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. " The color in the picture is representative of the product" You said it.  The color in the picture is sand or fawn (light brown).I received a dark brown with flicks of charcoal in it. Thats not even close to the color. I am asking for a discount because I have to keep it.Although, now I am trying to coordinate with the incorrect color you delivered. As far as opened, your delivery guys opened the packaging,so anytime they do this the customer would have no recourse.Just do the right thing, admit your error and honor a discount request of 30%. The loss for you is minimal and does not affect other customers.Kindly,MLN There is a picture off their site of the color I wanted. Regards, ********** ******

• Initial Complaint

  Date:07/18/2023

  Type:Sales and Advertising 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.

  Lake Effect Furniture and Mattress (“LE”), Cheektowaga location, knowingly sold me an adjustab** mattress base without disclosing to me they were not in possession of the remote required to adjust the base. My initial purchase on 6/6/23 was with Mary G, who demo’d the base for me and my girlfriend. She sold us on the bargain we would get for a floor model, but at no time disclosed either damage or missing parts such as the remote required to adjust the base. When it was delivered 7/13/23, the third party logistics service employees indicated the remote was missing and documented this on the delivery receipt. When I called ** to ask about the missing remote, I was accused of lying and was told it is always wrapped with the power source. After several calls back and forth that day, I was advised it was likely packaged with a second frame that had been delivered that day. Other than the missing remote, half of one leg had not been removed from the base because it was stuck, and the delivery employees advised I would need either a pipe or large wrench to remove. I had neither. One of the delivery employees contacted me later that evening and offered to assist me in removing the leg and searching for the remote in the second base, having also called ** and it being clear to him they had no intentions of resolving my issue. He came to my residence on 7/15/23 and removed the damaged leg, and after a thorough search confirmed the remote was missing. I went in person to ** later that day and was assured by Todd D**** they had contacted the manufacturer and a new remote was being overnighted to the store and the store manager would call me on 7/17/23. This was a blatant lie. I called ** 7/18/23 and was told by Shante/warranty department that ** could do nothing to resolve this issue and I had to call a different third party. I contend ** employee Mary G knowingly sold me a defective product and Todd D**** and the other ** employees I spoke with committed fraud.

  Customer Answer

  Date: 08/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Hello, this issue has been resolved by Lake Effect. Thank you.  Regards, ****** *********

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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 1/11/22 we purchased a sectional couch from Lake Effect Furniture on Union Rd Cheektowaga. The couch was delivered on 1/13/22 (order number *****). July 23, 2022 we filed our first warrenty claim because the couch had broken. The wood piece that connects to the front leg snapped and the leg bent backwards. We received a phone call just days later stating they heard from the manufacturer and would be fixing the couch. It took until 8/16/22 for the repair tech to reach out to us to schedule repair. He came out to the house on 9/7/2022. On 10/20/22 we filed our second warrenty claim because the same thing happened again. We were calling to check up on the claim many times and finally got a call from the company the first week of December saying they would repair the couch for a second time. When I had filed the second claim I asked for them to send a replacement couch since the same peice keeps breaking but they will only repair it. Next month the one year warrenty will be expired and if they do not repair the couch back to manufacturer standard and the couch breaks once again I will be left with a broken couch. This couch has broken twice in less then a year I think its safe to say the chances of it breaking again are pretty good. Lake Effect left us waiting for an unsatisfactory amount of time for repair. The sectional is the only piece of furniture we have in the living room and we were without a place to sit for these lengthy amount of times. I feel like the company does not care about the customer after the sale is over and doesn't stand behind their furniture. I will never purchase from them again and will not recommend them to anyone in the future. The amount of time I was without a couch should be added onto the year warrenty.

  Business Response

  Date: 12/09/2022

  Timeline of events Purchases date-1/11/22 Delivery date-1/13/22 1 reported issue-7/23 Sent to manufacturer -replied advising repair 7/25 Repair appointment call to schedule 8/19 Repair appointment scheduled for -9/7 Notes from repair  COMPLETE- REBUILT FRAME WHERE LEG MOUNTS TO repair 2 legs not just the 1 that was reported. Evidence of excessive use and possible abuse - from in home visit by technician 2nd issue reported- 10/20 Notes from manufacturer  Manufacturer ruled as abuse Decision made- 11/17 after discussion with Management and from notes from our technician, we came to a determination that this would be the last time we would be able to repair this product seeing that the evidence was pointing to abuse.  Repair appointment scheduled for 12/8 Notes from repair Repair completed.  The technician reported that while he was in the home he noted that the customer unit was on bed risers. This modification to the product is causing excess strain to the frame and voiding the warranty. 

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We had purchased the risers after the second time the leg broke. In order to use the couch we had to somehow lift it off the floor so the broken piece would not damage the hard wood floor underneath. When the couch broke the first time we decided to take all the legs off the couch so we could still sit on it, this did not work for the fact that we were sitting so low it was making it unable to get up off the couch. The risers were to only attempt to make the couch usable until the couch was repaired. If the technician would have asked that we would have explained this to him on site. When I arrived home yesterday after the technician had left I removed the risers, there was no need for them anymore. There has been no abuse to the couch. We are grown adults and do not use the couch for any other purpose, just sitting.   Regards,  ****** *****

• Initial Complaint

  Date:11/22/2022

  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 purchased a power recliner sectional on 8/28/2022 from lake effect furniture along with an extended warranty. On or around 11/7/22 we contacted the store due to one of the recliners not working properly. Store told us to file a claim on the website and someone would contact us in 24-48 hours to set up appointments to come out. On 11/17 contacted the store again due to another recliner not working( there are 3 power recliners) store had us file a claim again. 11/20/22 contacted the store again was told the warranty manger was in a meeting and would return call spoke to manager Todd. Never received a phone call back. Called 11/21 to discuss issues again and was told warranty manager was in a meeting. Spent close to $4000 on this sectional that broke within less then 90 days.

  Business Response

  Date: 11/28/2022

  
  On 8/28/22 Customer, ****** **** purchased a 6 piece reclining sectional. On 9/3/22 customer ****** **** received delivery of sectional. On 11/11/22 customer ****** **** filed a claim for the LAF power recliner of the sectional. On 11/11/22 a claim was submitted to the manufacturer, the manufacturer advised that parts were on order. On 11/22 the warranty manager connected with customer ****** ****, to apologize for the delay in response due to him being out of the office due to illness, and confirmed with the customer that a mech is on order for the LAF recliner. At that time customer ****** ****, informed Dan (warranty manager) that he was having another issue with the armless recliner on the sectional, the buttons were not working properly and asked ****** to send a picture of the serial # located on the unit so we can order the correct parts to resolve the issue. We are still waiting on the photos of the serial#, in the meantime we contacted the manufacturer regarding the armless recliner. They were able to push the order through for the part for the armless chair. 
  

  Spoke with customer, ****** **** via phone on 11/22 @4pm offered replacement for the damaged units. On Saturday 11/26 a swap out delivery was completed. Issue is resolved. 
  

  
  

• Initial Complaint

  Date:11/08/2022

  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.

  Purchased a set, coffee table and two end tables. Pay for it with a debit card and was handed a piece of paper to sign after they took my money. I took the top piece of the coffee table out and it was a lot smaller than the one in the store so I slid it right back in the box and went right to the store and asked if I could return the tables. Nothing else had come out of the box everything was still in exact positions in the box that it came in. They told me ( for the first time ) that they have a no return policy and that after they took my money and handed me a piece of paper to sign, (which a lot of people ask you to sign the receipts when you use a debit card) they told me I had signed some thing that said I agree to the no return policy. To me that was shady and shows extremely bad business. So now I have three tables and spent about $400 and I can’t use them and I’ll never get my money back. I was willing to purchase another set from them, but he told me I would have to pay a $70 , restocking fee. Horrible horrible business practice

  Business Response

  Date: 11/09/2022

  The “piece of paper” you were handed to sign is a “sales Order”.  Just above where you signed the sales order is our terms.  The terms are 10 sentences broken out in three paragraphs.  With the title “ALL SALES ARE FINAL” in large bold print.  If you read what you were to sign, and did not agree with the terms, you could have refused to sign it and received your money back.  You also signed a credit card receipt.  Both the “sales order” and the “credit card receipt” are attached.  Every large purchase made today in any industry comes with terms and an agreement.  This policy is also posted in our showroom in several places.  Her claim that the table is a different size is false.  The table the customer received is the same size as the one displayed on the floor.  This table only comes in one size. It is our policy that we don’t allow the return of open goods for two reasons.   First, a customer could have bed bugs, pet hair or other undesirables in their home that gets into the product.  I don’t think anyone wants a product that has been in someone else's house.  Second,  people say we “just opened the box”, and the product will have pieces missing or damaged parts.  This drove costs into the business that we would need to pass on to other customers.  We don’t think that is fair.   Chris the Owner 

• Initial Complaint

  Date:11/02/2022

  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.

  We purchased a sofa & loveseat (order #*****) from Lake Effect earlier this year (2/2/2022) & also purchased the extended warranty for an additional $199. We called in an issue we were having with our sofa & sent photos. We were very patient & understanding about how long it would take for the part to come in. Once the part came in, there was no communication for an appointment to have it replaced until September 28, 2022 and the technician called that day & said he was on his way. We both work & were unable to be home for the technician (plus we had no idea he was even coming). We have been trying to reschedule & made numerous attempts through the technician himself & the warranty manager at the store. The technician never responds to phone calls or texts. The warranty manager says the tech has to be the one to make the appointment & he is unable to assist with scheduling. At this point, we are seeking assistance just to get an appointment made. The lack of communication from this company is very disappointing. We paid for a service & expect our sofa to be repaired.

  Business Response

  Date: 11/09/2022

  First I would like to apologies to Mr. ******.  This is not acceptable to us.  We are doing a full root cause analysis to see where the communication breakdown was on our end, so we can put corrective actions in place to eliminate this from happening again.  I did personally call and talk with Mr. ******, and talked through his issue.  We have this repair for November 16th.  Mr. ****** now has my personal cell phone number if he runs into any future issues.  Chris the Owner

  Customer Answer

  Date: 11/09/2022

  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.  Regards, *** ******