ComplaintsforUnlimited Furniture Group, Inc

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 8, 2023, I purchased a pair of accent chairs for $3862.60 from the company via an online purchase. The items were listed as being "in Stock." Two days later on November 10, I received an email from a customer service manager ***********************************. who informed me that the "estimated delivery timeline was 4-6 weeks from the ship date." I was also asked to "confirm" whether I was "willing to wait for the order." I immediately atempted to contact them by phone and was unsuccessful, so I responded to the email the same day informing that I could not wait and that I would like to cancel the order. ************************ responded the same day to say my "request to cancel the order is acknowledge" and that I should "allow 3-5 business days for us to complete the cancellation process." Nine day later on November 19, there was still not a credit back to my card so I emailed Potenciano asking why. On Monday November 20, I received a call from a representative "*****," who asked "whether I still wanted my money back?" She could not give me a reason for the delay in refunding me and kept telling me she would try to see what she could do. She assured me she would call me back later that day and did not. Any attempts to contact the compay by phone has been fruitless as no one answers the phone. Additionally, my faith in the BBB rating system has been shaken as I noted that they have a A+ rating yet a 2 star rating for customer reviews and over 40 complaints against them. I m requesting a full refund and accrued interest. I have sinced purchased the items from another company with a delivery timeline that fits my schedule.

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on August 21, 2023. At the time, delivery was expected approximately 4 to 6 weeks, sometimes less, usually not more. The order was over $2000 and was for TWO nightstands and ONE dresser. Things were fine at first and moving along on time. However, one nightstand arrived damage to the warehouse from manufacturer. That set the timeline back, which I didnt have a problem with. A few weeks passed without an update. Finally, on October 12, 2023, we received a partial delivery of ONE nightstand. It was partially damaged, but I accepted the delivery in exchange for a small discount. I then waited another week for the second portion of the delivery which was scheduled for October 20, 2023. That day, the remaining two items (ONE nightstand, ONE dresser) arrived. The dresser was fine but once again, the nightstand came damaged. We were pressured by delivery driver to keep the nightstand which we refused to do. I could not reach Unlimited Furniture because they were closed despite the fact that they knew that a delivery was coming to us within the hour. We denied the nightstand due to its damaged condition that same day, October 20th. Since then, there has been no attempt to redeliver the nightstand for us. I have checked in with a minimum of 5 phone calls and numerous messages. All I keep getting is a lukewarm apology telling me that Unlimited Furniture is working with the warehouse, are reviewing photos, and will keep me posted. I am always the one following up. I have made it abundantly clear that I will be out of town for a prolonged duration, and yet, there is still no urgency on Unlimited Furnitures end. They have now had THREE faulty nightstands - one which did not leave the warehouse because it was damaged, one which I chose to accept despite the damage, and the third one which I refused because of severe damage. They dont seem to be concerned with inconvenience or unprofessionalism. All I keep getting is run around. It has now been 11 weeks.

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a dining room table and eight chairs and a console piece in July 2023. I paid over $9000 for the items.They were delivered on Sept. 3, 2023. The young men who delivered the furniture spoke limited English and they used a translator app of their phones for communication. The console price that was $4500 had a travertine top that had hairline cracks on it. These were polished and buffed over but they were highly visible. I was told not to accept any damaged goods so I emailed the office and got no answer because it was a Saturday. The delivery guy was on his phone to his company , he said,and he told me that he noticed the marks when he picked up the piece at the warehouse but the was told it was part of the design! He also said that the piece would be changed (his words). After they left, I got a call from the delivery company that said he had not spoken to anyone there about this issue. I have been in touch with Unlimited Furniture for the past month. They are willing to give me a very small financial refund but will do nothing else as they said I should not have accepted damaged goods. I signed the delivery slip that the piece was damaged but no one in this whole process accepts any responsibility and I am expected to keep the damaged piece. The girl from unlimited Furniture said that I should just accept the amount they are offering and be done with it. She took over a month where she said she was working on fixing this but was denied at every turn, not so sure I even believe her. I even called the furniture manufacturer and they were of no help. Wouldn't even check out the order for me. This is the first time I have bought furniture on line and it will be the last. What a disaster!

  Business response

  10/19/2023

  Dear **************,
  
  
  The customer placed an order for a dining set under Order #********* on June 24, 2023 and received delivery of the merchandise on September 2. Upon delivery, the customer noted damages to the buffet and later submitted photos of the issues. 
  
  
  We filed a claim with the manufacturer for a replacement, however our claim was denied as the customer accepted delivery of the item when it is our policy (as well as the manufacturers) not to accept delivery of damaged merchandise as it waives the right to claim. Per our Returns & Cancellations policy (attached):
  
  
  Upon delivery, you will be asked to sign a delivery slip indicating that the order was received in good condition. Thoroughly inspect thefurniture prior to signing. In the unlikely event that any part of your order arrives damaged, please write damaged on the delivery slip next to the damaged piece(s). In addition, please take pictures of items in question and email them to ******************************** within 24 hours of your delivery. You can also use the support contact form located on website home page www.unlimitedfurnituregroup.com to upload images in the case you dont want to email them. Do not accept damaged furniture.
  
  
  As a courtesy for the inconvenience, we offered the customer a discount which was rejected, and offered a higher amount which she is currently reviewing. Should she have any questions, concerns or wish to discuss this matter in further detail, we encourage the customer to contact our Customer Success Team at **************.
  
  
  Kind regards

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  7/23/23: I placed order #********* for a dining table and buffet for $1875.44. I received a confirmation email stating the item would be delivered in 4-6 weeks. The care rep that handled my case is names ********8/1/23: Received email notice my order was shipped to warehouse.8/7/23: Received email notice that my order would arrive at warehouse early the following week.8/15/23: Received email notice that a replacement was being ordered. I was not given the reason for replacement nor the option to cancel. I had to ask for the reason. When I requested to cancel I was denied. I expressed concern that the item (specifically bought for an event) would not arrive on time. I was still denied.8/22/23: I received email notice the replacement was shipped to warehouse.8/30/23: I sent an email inquiring on a status update. I received response stating they shipped the item on 8/18 and they could not confirm an estimated arrival. A tracking link was provided but it did not work. *************************************************************** 9/8/23: My event had passed and I had not received the order or an update. I reached out via email to inquire when delivery would take place. I received an email reply stating she would look into it. She never followed up.9/12/23: I sent an email requesting to cancel for a refund. Expressed my concerns and informed this feels like fraud. She replied promptly proving this link as proof and said the item just arrived at the ***********************************************************************************/12/23: Received email inquiry on a good delivery date. I agreed to 9/15/23.9/15/23: I was provided instruction via email and phone to look the product other thoroughly and reject for damages. The product indeed had severe damage to both the table and sideboard. I rejected the whole order and it was returned with the delivery men. ******* confirmed via phone Id get a refund in 3-5 days.9/26/23: They refuse refund.

  Business response

  10/11/2023

  Dear **************,

  We deeply apologize any inconvenience this order has caused our customer and issued a full refund on 9/28/2023. Should she have any questions or wish to discuss this matter in further detail, we encourage the customer to contact our Customer Success Team at **************.

  Kind regards

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with this company on September 12th. Their website clearly states " FREE SHIPPING FOR ORDERS $1299 AND ABOVE" and "We currently ship free of charge, throughout the continental *************. Shipping to ******, ******, and *********** is available for an additional charge, which is determined at checkout. International customers can make arrangements with a freight forwarder and we will ship the order to their US-based freight forwarder free of charge." I received a phone call this morning telling me that it would be a $600 shipping charge. I protested and they said that their manager authorized them to pay half but I would have to pay $300 for shipping or the order would be cancelled. I had no choice if I wanted my order. The attached invoice I received this morning also states that shipping is free.

  Business response

  09/28/2023

  To Whom It May *********************** customer placed an order for a bedroom set under Order #******** on September 12, 2023. Upon routing the order to our customer, we were informed by the carrier that the order would incur additional charges due to the weight of the shipment as well as the need to transfer to another warehouse for delivery to our customer. As a courtesy, we agreed to split the additional charges with our customer to fulfill her order. 
  
  
  Prior to checkout, we do include a disclaimer that some additional charges may be incurred due to the weight of certain items. Our D&P Charge Policy is listed on our site: *********************************************.
  
  
  Kind regards

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After my agreeing to split the cost of the shipping (although I protested their reasoning) they canceled by order!  No explanation was given when I asked for one.  It all worked out better for me because I found a source that cost less, would ship for free and deliver quickly.  I think it's dishonest when a company in the furniture business claims to ship for free and then tells the customers that the item is heavy and they want money for shipping.  All furniture is heavy!  Either shipping is free or it is not.  I understand the added cost when shipped out of the country, but this was not the case.  I don't expect them to do anything more then to be honest in their advertising.  My money was returned for the original purchase, but I was left to find yet another source for the bed.  I dealt with 4 furniture companies before I found one that actually stood behind their product.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase of a dinette set and received the wrong chairs. I have repeatedly asked the company if they could get the correct chairs ordered. The company insist on making me responsible for their error and requesting that I keep the wrong chairs. I have also asked if they could possibly get the correct chairs that should have been ordered no response. I also made them aware that they could pick the *********. When I first made this complaint I received email notification that the invoice was canceled then they came back saying they want me to keep the chairs and offer me $200 dollars off of each chair. I made them aware that these are not the chairs I ordered and its not my error. I can provide all communication if needed including the original order with pictures to the sales representative.

  Business response

  09/19/2023

  Dear ******************,
  
  
  The customer placed an order for a dining set under Order #********* on March 17, 2023 and received delivery of the merchandise on June 6- the order was signed off as delivered inacceptable condition at the time of delivery by the customer (proof of delivery form attached). The customer later reported that he believes he received the wrong chairs as the color was different than expected, and sent photos of what was delivered. We forwarded the photos to the manufacturer for review, and they confirmed the color of the chairs match what is produced at their warehouse.
  
  
  As a courtesy, we offered the customer a refund of $1,716.98 for the inconvenience, however he declined as he stated he would prefer delivery of a new set of dining chairs. We would be **************** a new set of chairs however the color would be the same as what he currently has, as the manufacturer stressed that is the shade the customer currently has is accurate. 
  
  
  Should the customer have any questions to wish to discuss this matter in further detail, we encourage him to contact our Customer Success Team at **************.
  
  
  Kind regards 

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hello, I have attached images of the chair that was ordered vs the chair I received.  I also have email communication with pictures attached to the sales representative that placed the order if needed.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  10/16/2023

  Good afternoon,

  
  Please see attached documents of the order that was placed vs what I received.  The chairs that I received were the wrong color.  When I spoke with the Sales Representative, he acknowledged this error and then I received an email notification stating the order was canceled.  Unlimited Furniture then came back and wanted to offer a discount on the chairs if I would keep them and told me they couldn't guarantee if they ordered the chairs again that they would be the correct color. 

  
  Thanks again for you help with this matter!

  
  Thanks,

  ***********;

  Business response

  10/27/2023

  We offered the customer a refund of $1,716.98 for the inconvenience, however he declined as he stated he would prefer delivery of a new set of dining chairs. We would be **************** a new set of chairs, however the manufacturer confirmed the color would be the same as this is what the customer ordered. The customer may also return the merchandise for a partial refund less restocking and shipping fees as outlined in our Returns & Cancellations Policy,
  
  Kind regards 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/25/2022 I ordered furniture from unlimited furniture group out of Brooklyn NY. I ordered a dining room table, 6 chairs and a sofa table. On 01/26/23 they delivered my furniture. The only thing I was able to keep was the dining table and two chairs. Two other chairs was very wobbly and they didnt have the parts for the other two. They also did not have all the parts to the sofa table so I refused 4 chairs and a sofa table. They promised to make everything right. I communicated back and forth with ******** and ******* during the time I waited. They said they had everything fixed and ready to go so they redelivered the 4 chairs and sofa table. 2 chairs were still the same wobbly chairs and now scratched to pieces from being out in a warehouse. I kept 2 even though they were scratched just not as bad as the other 2. They still did not have all the pieces for the sofa table. Now they will not give me a refund even though they said they would. I have been waiting on a refund since 06/21/23 but no one seems to want to contact me about it. Its been almost nine months since this whole ordeal started and I am ready for it to be over. I really want a refund for two chairs and one sofa table. $297.85 per chair and $825.47 for the sofa table.

  Business response

  08/11/2023

  Dear **********,
  
  
  The customer placed an order for a dining set and sofa table under Order #********* on November 26, 2022 and received delivery of her merchandise on January 26, 2023. Upon delivery, the customer refused two chairs due to wobbly legs, two chairs missing hardware and sofa table missing legs. We contacted the manufacturer who sent out the necessary hardware to properly assemble the chairs as well as the sofa table. 
  
  
  Upon completion of assembly and delivery to our customer, our delivery partner informed us two of the chairs were still wobbly and seem to be a manufacturer defect. In addition, the driver misplaced the shelves to the sofa table and was refused a second time in addition to the wobbly chairs. 
  
  
  We deeply apologize to our customer for the inconvenience and share her frustration in not being able to deliver her merchandise in perfect condition. We have ordered the middle shelves and replacement dining chairs from the manufacturer, and would ask the customer to give us another chance to rectify the situation. Should she not wish to wait for replacements or they come in again damaged/defective, we are happy to issue a full refund for the two dining chairs and sofa table.
  
  
  Should she wish to discuss this matter in more detail, we encourage the customer to contact our Customer Success Team at **************.
  
  
  Kind regards 

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   ******* and I specifically discussed if things werent right the second time around I would get a refund but for some reason he decided upon himself I guess to reorder everything even though I said I was done with this experience. I want a refund for the two chairs and sofa table that was damaged or not deliverable for 9 months  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/22/2023

  We issued a refund for the sofa table on 9/6/2023, and are in the process of refunding the two chairs. We will send the customer a confirmation once the refund has been processed. 

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They have issued a refund for both chairs and sofa table. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered furniture from UnlimtedFurnitergroup back in September 2021 and November 2021. Unlimited Furniture Group collected deposit over $9000 for the order of Dining room, and Bedroom sets. every month they promise me next month delivery, yet the furniture never been delivered. I need help getting my order. they ignore my calls and emails.

  Business response

  05/24/2023

  Dear ******************,
  
  
  Please find our reponse regarding the customers order below:
  
  
  Order #********* - Dining Set 
  The merchandise is still on backorder with no available date. Per the customers request, we will cancel and issue full credit for the order. The credit will be applied to the open balance of the cusromers bedroom set order.
  
  
  Order #********* - Bedroom Set
  The customer agreed to a discount of $1900 on this order for the inconvenience. We are confirming with our delivery partner the pieces received at their warehouse and will advise them to schedule delivery of those first. 
  
  
  Order #********* - Living Room Set
  The customer received delivery of the round tables and cocktail table, and we will issue a full refund for the undelivered living chair, sofa and chaise. 
  
  
  Should the customer have any further questions or converns, we encourage them to contact our Customer Success Team at **************.
  
  
  Kind regards

  Customer response

  05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  after the merchant notified me that the bedroom set did not pass quality check, therefore will not be delivered, I requested they cancel the entire order and issue full refund for the the entire undelivered orders. I was told that they will issue the refund as they accepted the cancelation of the order, however; no refund or money has been issue back to me.  I am demanding the refund immediately.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/02/2023

  Dear ************************************* team is currently reviewing the customer's order and will be in touch to confirm the refund amount. Should she have any questions in the meantime, she may call us at **************.

  Kind regards

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  March 10, 2023 I purchased a 5 piece ****** House ******** Library bookcase set. It was delivered on March 17, 2023, about 4 weeks earlier than previous purchases on this bookcase system.The company Unlimited Furniture Group hired to delivery the bookcases damaged my hardwood floor and ceiling during the delivery. The bookcases themselves made repeated, inappropriate contact with the hardwood floor and ceiling thereby leaving marks on the bookcase themselves as well.The delivery company refused to give me a paper receipt to note damages on. I was handed a blank, personal cell phone with no Deliverright identifying information on the blank screen. The cell phone had exceptionally small letters and it was very hard to type on it. The font size of the print was set to be exceptionally small. I starting writing out damage to floor and rug and then paused to phone Merchant. Delivery men left while I was speaking to the Merchant without permitting me to complete the damage notes and I never signed acceptance of delivery. As I suspected, the deliveryman deleted my note on the phone and forged my signature. The contemporaneous Ring video shows and you can hear it all.A Ring camera video caught the conversation. ******* Wireless log clearly shows that at the exact time and day I made two brief calls to the Merchant in Brooklyn. Certainly the delivery men could wait 4 minutes before taking off. I sent Merchant several Ring videos, pictures of damages, picture of the actual delivery man from the ring video, a screen shot of the cell phone the delivery man handed me. ******** has insisted on more and more proof and an overwhelming amount of proof has been provided to Merchant. Merchant claims they have no liability, no duty to refund my purchase, that I should pay a 30% restocking fee + the cost of return shipping and also note, a companion BBB complaint against the ****** House Furniture company because the bookcases have a strong, chemical smell.

  Business response

  04/27/2023

  Dear **************
  
  
  The customer placed an order for a bookcase set under Order #********* on March 8, 2023 and received delivery of the merchandise on March 17. Upon delivery, the customer reported damages and a strong chemical odor eminating from the pieces. We filed a claim with the manufacturer who approved replacements and will ship from their warehouse once available. Additionlly, our delivery partner will reach out to the customer to schedule a pickup of the merchandise from her home and will schedule delivery of the replacements once received at their warehouse. 
  
  
  We apologize for the inconvenience these issues have caused our customer. Should she have any questions or wish to discuss this matter in more detail, we encourage the customer to contact our Customer Success Team at **************.
  
  
  Kind regards 

  Customer response

  04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 6 dining room chairs,November 25, 2022, online.unlimitedfurnituregroup.com I paid with my credit card in the amount of $1669.60 Nov 25, 2022.I have not received my merchandise as of today, January 25, 2023.I continue to get excuses from ****************************** about situations occurring offered as reasons why I haven't received my furniture.This has been going on for 2 months,one excuse after another.The man that has been telling me he's going to take care of this matter has not done anything but give me one excuse after another.****************************** Customer Success Manager ********************* What procedure should I follow to cancel and get my money back in it's entirety, as this company has no intention of delivering furniture to me much less in brand new condition. I've been more than patient...and when I emailed *********************, I told him I expect to receive this furniture in brand new, undamaged, beautiful condition.His reply to me was "good luck with that" please advise me on how I should pursue this matter.I do want to cancel this order but feel I shouldn't have to pay the restocking fee since they are at fault and I feel I'm being scammed!Please provide me with assistance in this matter. Thank you.Respectfully yours,*********************** **************************************** ************ **************************** I am unable to receive mail at my physical address, but it is as follows:*** ****************************************************************** Thank you!

  Business response

  02/08/2023

  Dear ******************,
  
  The customer placed an order for dining chairs under Order #********* on November 25, 2022 and informed her of the 4-6 week lead time. On December 21, we contacted the customer to let her know the manufacturer was experiencing freight delays due to the high volume of holiday orders, but were working on getting her order picked up as soon as possible. 
  
  We contacted the customer again on January 12 informing her the order has yet to ship and the *********************** was still backed up, but we are working with our rep to make sure her order is prioritized and shipped. The customer contacted us on January 26 reuqesting to cancel her order as she no longer wants to wait, and we processed a full refund the same day.
  
  We apologize for the inconvenience and that we were not able to fulfill the order for the customer. Should she wish to discuss this matter in more detail, we encourage the customer to contact our Customer Success Team at **************.
  
  Kind regards

*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. ↩