ComplaintsforDunk & Bright Furniture Warehouse

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05/21/22, my wife and I went to Dunk & Bright to purchase outdoor furniture that my wife found online. After finding and sitting on the sets, we elected to purchase a sectional set with a fire pit and a dining set with a fire top, all totaling over $9,000. When the furniture arrived, the dining chairs and the sectional were damaged. We informed the delivery person, who was very helpful, and advised that we could send him photos of the damage (bent metal frame) and he would report it. We sent the photos, and then my wife was contacted by a furniture repair person. Simultaneously, Dunk and Bright lost our paperwork and had us return a signed contact once, and then we contacted again to resign additional documentation. When we were contacted again, my wife informed them that we still have damaged furniture and that we were not interested in being required to accept repairs on a furniture set that we paid almost 10,000 dollars for. On 01/24/23 our salesperson Michelle, contacted by wife via text to request our signatures yet again. After informing her that the items were damaged, she said she would look into it. She contacted us and advised that we would have to allow the repair person to inspect the furniture. My wife agreed and took a call from the repair person yesterday (1/31) who did not know it was outdoor furniture (he wasn’t interested in inspecting outside) and advised that he could likely fix the sectional. My wife informed him that he could modify or adjust the chairs, but that we were not approving a repair on the sectional which had significant damage, as we want that unit replaced. He declined to come, but stated he would report to the company. We are sad and disappointed that we purchased an item and are being told that we have to accept defective property and have it repaired instead of replaced. We followed the instructions we were provided and immediately reported the damage (which we have photos of). Why are we being required to keep damaged goods?

  Business response

  02/02/2023

  Dear BBB,

  We have received ******* ******** complaint and are very sorry for the issue she had with her purchase. Our goal is to be sure our customers are taken care or and satisfied with their merchandise. We have ordered new arm chairs and a sectional, we will contact Salatha as soon as it arrives to exchange her damaged merchandise. We are reaching our directly to Salatha to let her know of our planned action, it is very important to us that she is happy with her purchase. We are hopeful this action is satisfactory.

  Thank you,

  ********* **
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 14 2021 we paid for a living room set and received the couch in January of 2022. When it was delivered the delivery man pulled the back cushions up to make them look better and took a picture but, after he left we found that the cores of those cushions were pushed down like the couch had had something placed on it to cause this. We waited a while hoping it would improve with use. No luck so I called the sales person. I think she transferred me to the office and they said they would look into it but their service man didn’t travel that far. After at least 4 phone calls to service and one trip to the store and being told they thought the cores were ordered but never contacted us so we called and requested that their delivery truck pick up the couch and take it to their shop to repair it. Have not heard from them. We did have some damage from a puppy in the area of the top of one of the cushions. He was only here a short time and did not cause the original damage, They wanted us to use the insurance plan we bought on this piece to have it repaired but it was here when we received it and don’t think the insurance plan is responsible. Any help you can give us in this matter would be greatly appreciated. Regards, **** ****

  Business response

  01/10/2023

  Dear BBB,We are sorry that our customer **** **** is not satisfied with the service she received. We do our best to to take care of our customers. We did try to reach out to **** to update her and were not able to get in touch by phone, I realize that customers occasionally change phones or maybe miss messages, I will coach our team to send a letter or try to text to better assist our customers. Regarding ****'s cushions that are not full enough, we have ordered the needed parts to repair, we have received the fill but and were waiting for the fabric, we needed to order fabric as **** reported to us that her dog chewed her furniture. Her *********'s warranty covers dog chewing, but we will ordered the fabric and will repair for her as we feel it will ease the burden of calling ********* for our customer. The fabric arrived yesterday and we will be in touch soon to repair. . We appreciate **** Hall's business and apologize for her wait on repairs.  Thank you,Christine D.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Refund of $182.52 is requested. Custom made counter height bar stools purchased on 07-26-2022 from Dunk&O'Bright Furniture at **** ***** *** Clay NY at ***** ******** ***** Purchase cost $2107.08 with a cash deposit of $210.00 was made. Dining room chairs, not bar stools were delivered on 10-25-22 with bare wood showing through a insufficent stain. I have talked to both Kathleen R***, salesperson, and Maria regarding the refund and cancelling my purchase. Maria stated that refund would not be made to chairs were picked up. Pickup of chairs was on 11/1/22. I called Maria on 11/07/22 to require about my refund and was told only $27.48 would be refunded because this was a special order and I would have to pay the delivery charge of $182.52. I was never informed by both Kathleen R*** or Maria I would not be given a full refund. This was never explained upfront before I decided to cancel this order.

  Business response

  11/29/2022

  Dear BBB,  Please accept our answer for ***** ******. We were holding 182.52 as a pick up fee for merchandise that was returned. However we will refund the amount requested, 182.52 on today's business to her ********* **** account. Please allow 7-10 business  days for this refund to show on line or on the customers statement from ********* ****. We do our best to service our customers and apologize for any issues ***** had with her purchase. We are hopeful this action will satisfy our customer''s complaint. Thank you, Christine D Dunk and Bright Furniture  

  Business response

  12/01/2022

  Dear BBB,  Yes we will refund ******* card that she used for the refund of 182.52.  Thank you, Christine D 

  Customer response

  12/02/2022

  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,  ***** ******  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a box-spring from Dunk & Bright on August 21, 2022. It was delivered on 9/6/2022, It broke on 10/3/2022. I called the store on 10/5/2022. I was told that I would need to text their service number. I did and was told then that someone would "let me know". I did not hear from them so I checked back on 10/10/22. The person who texted back told me (summarizing) they did not know about it and would be happy to exchange it. They told me the new box spring would take two weeks to arrive. This same day, I contacted the business office of Dunk & Bright and the employee was very helpful. She ordered the box spring and scheduled the delivery for yesterday, 10/25/2022. My delivery time was scheduled between 2-4pm. The next day I received a message that delivery had been moved up to 12:30 pm. I was fine with that as I work from home. I have had several deliveries from Dunk & Bright and they always call to let you know they are outside. This did not happen. I explained that I was home and had they called (as normal) they would have known that. My box spring was not delivered. I spoke to the business office and was told "the warehouse kinda does their own thing, we don't have any control over them". I asked if they are also Dunk & Bright and was informed they are. My 18 m.o. and I have been sleeping on a broken box spring and at an angle because of this company's shoddy business practices and lack of accountability. The employees in the office were very kind. However, this is still an issue and while I am appreciative of the kindness this is not a solution to why my child and I have to crawl out of bed a certain way and get in a certain way. The lack of accountability on Dunk and Bright's part should be a lesson to any company on how NOT to conduct business. The buck continues to be passed and hopefully it stops here. That being said, I have very little faith that will come to fruition. Most information has been uploaded here.

  Business response

  10/27/2022

  Dear Better Business Bureau, We are in receipt of ******** ********* complaint regarding her broken box spring. We apologize for the issues ******** had with her purchase and this should have been handled on 10/3/22 when she phoned us. Her call on 10/10/22 resulted in an exchange of merchandise being created and scheduled for 10/25/22. I have researched the 10/25/22 delivery and our notes state that the driving team and the warehouse manager tried to phone ******** and met with no success, we are sorry that we did not connect with her to exchange her merchandise, we realize that can be frustrating for a customer, we do our best to take care of our customers. The exchange has been rescheduled for today 10/27/22 with a time frame of 12:30-2:30pm. I have phoned our warehouse and asked that they check in with the driving staff to be sure they follow our normal process and phone ********* when they leave the stop prior to hers and are on route to her home.  We again apologize for the inconvenience experienced with the purchase made in our store, our customers are of the utmost importance to us and we do our best to handle any issues that arise expediently.    Thank you, Christine D  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I purchased a couch from dunk & bright, I also purchased the 10 year warranty. Fast forward to a few years later, my couch started falling apart. I reached out the dunk & bright a few months ago and sent the photos they requested. Never heard back from them, I reached back out and someone Said to resend so I did weeks ago and still can not get into contact with anyone and no one is answering emails or giving me any sort of time line. I have a feeling that they aren’t going to try to repair or replace my couch. The seams are unraveling, the Velcro doesn’t match up on the base and the cushion so it does not stick. I didn’t even realize this issue until the cushions started slipping from under us. I have no idea how this couch made it through quality control and for no one to answer our issues is very frustrating. The couch is unusable bc of this issue. We just want to use the warranty that we purchased to cover this sort of problem and the company isn’t addressing it or even answering. Thank you.

  Business response

  07/21/2022

  Dear BBB,

  We have tried to reach out by phone to ***** **** and have met with no success. We have processed a refund in the amount of $70.20, the cost of the ********* soil shield 10 year warranty. That warranty covers only soil marks to fabric, it does not cover seam failure. There was a Dunk and Bright and ****** Furniture 1 year warranty but that has expired as the merchandise was purchased in January of 2019. As mentioned a message was left for ***** **** to phone us, we can connect him to a service technician, ***** **** would be self paying for any labor or parts needed. We are sorry for the issue that ***** **** had with this merchandise and hope that processing the refund of $70.20 will satisfy his complaint. 

  Thank you,

  Christine D.
  

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for furniture in December 18th 2021 and several of the items delivered in April were damaged. They also failed to deliver everything that was ordered. I have called several times over the past few months with no response on, when they will make things right or an expected delivery date.. They have received full payment and after repeated phone calls they still have made no progress on replacing the damaged items or delivering the item that wasn't delivered.

  Business response

  06/17/2022

  Dear BBB,We are writing in response to our customer ******* ***** complaint. We have reached out to ******* and we will be delivering his nightstand at no charge on 6/18/22, he is keeping his dresser. His television stand should arrive to us by end of June, early July, we do not have a definite date and that is subject to change. We are hopeful that it will arrive as stated. We apologize for the issues ******* experienced with his purchase. We are hopeful that our action has satisfied ******* ***** complaint. Thank you,Christine D***** Human Resources-Accounting Manager Dunk and Bright Furniture

  Customer response

  06/17/2022

  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.More of the same from this company, promises are made with no follow up with a timely delivery. I get it as every one is unable to know when things will return to normal..The notion of a no charge for the night stand was .. in fact due to a lack of due diligence on the damaged Dresser. which never arrived as promised when it was delivered in April in poor condition.This company has very low standard with the delivery of some very seriously damaged products and not working to get the damaged items replaced timely.There is a point where you regret working with a party that fails to make things right...anyone can make a mistake but the follow up seems to be just another promise. I do wish it were possible to place another order for additional pieces of the items I had ordered in a set that wasn't complete, but I have no trust anything has changed that would indicate undamaged delivery would be likley... The reality is it isn't a focus to make every thing right without having to involve the BBB to get the company to stand up and do a great job. Regards, ******* *****

• Initial Complaint

  04/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bedroom set from them, spent 3,000 on it, I was told that I would have my dresser within 1 month it is now going on 8 months later and still no dresser. They gave me a floor model dresser that is broken, full of scratches and dents and it does not match my original bedroom set that I bought. The manager there does not care about this situation she keeps blaming everything on Covid, well I work in the medical field and we do not blame thing's on covid. I would like for someone to help me get this issue resolved with them,

  Business response

  04/05/2022

  Dear BBB,We are sorry that Mr. *********'s merchandise is taking longer than normal to arrive. Our sales manager Tammie has updated the customer by leaving a phone message on the anticipated arrival of his dresser. We do our best to keep our customers updated on delays as customer satisfaction is of the utmost importance to Dunk and Bright Furniture. We are hopeful our action has satisfied Mr. *********'s complaint. Thank you,Christine D*****

  Customer response

  04/05/2022

  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.Regards, ****** ********* This is unacceptable has no one ever has notified of my dresser taking this long, I was ORIGINALLY TOLD 1 MONTH, that was it,  it is going on 1` year for them to deliver a dresser to me. Other furniture stores get shipments in weekly, there is no ACCPETABLE excise for a dresser to take this long. They gave me a floor model dresser TO SHUT ME UP AND MOVE from this situation, These people have honestly no idea when my dresser will be in, this is going on 1 year to, it is time for them to fix their mistake that they made, no one made this mistake but DUNKIN BRIGHTS, When we received the FLoor model dresser the guys on my ring camera clearly stated as they were leaving we just F"ed up and gave him the wrong dresser,  We called and spoke with Tammy The Manager and she did not even care about this mistake, she said I have to live with the dresser I was given,  I did not spend 3,000 on a bedroom that does not match and the dresser is all falling apart.

  Business response

  04/08/2022

  Dear BBB, I have had the opportunity to speak with ****** ********* and he has agreed that we should pick up his entire bedroom set including the loaner dresser, upon return of the merchandise we will issue a refund. That return of merchandise has been scheduled for 4/22/22.We apologize that we were not able to get his dresser in and are glad we came to a mutual agreement with Mr. *********.  Thank you,Christine D***** Human Resources/Accounting Manager Dunk and Bright Furniture 

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from this establishment and on March 15th they delivered my furniture. The two guys that were here were careless and destructive. One employee tried taking a piece of my furniture out and dropped it on my sliding glass door frame and broke it, he’s response was, “Sorry”, they scratched my floor and dented and scratched my door. Immediately after they left I. Allied the store and left messages for Jeanine to call me, no return call. I called again and spoke with Tammie W**** on March 18th she assured me I would receive a call from the warehouse manager Todd S* ****** in the next couple business days. I still haven’t received a call. I called again on March 27th and left another message for Tammie. As of today March 28th I have not received any follow up on how they will make this right. I have a contractor coming tomorrow evening for an estimate.

  Business response

  03/30/2022

  Dear BBB,***** **** did have damage to her home due to our drivers. I have contacted our warehouse manager Todd S** ***** and he has phoned the ***** and arranged to visit her home to inspect  the damage, Todd has scheduled with ***** for 4/5/22 at 9:00am. We will resolve her issues. We apologize for ***** **** not being contacted back, it is our goal to insure each customer receives great customer service from Dunk and Bright Furniture. Thank you, Christine D*****

  Customer response

  04/25/2022

  I purchased furniture and had it delivered. The delivers were careless with my home. They damaged the track of my sliding glass door due to the one employee trying to get a piece of furniture out of my home and dropping it. They also dented my front garage door, also scratching my flooring in my family room. It took close to a month before someone would return my calls and I ended up calling the owner Joe, he came out to my home and insulted me by offering $100.00 and a paint job. I’ve bought most of my furniture here over the years and I always recommend them. That clearly is a thing of the past as I will NEVER step foot in this store again. They should make this right!! I would like these items fixed (replaced) they should be put in the condition prior to their delivery men stepping foot in my house.

  Business response

  05/02/2022

  As explained in our original response we are sorry that this damage occurred. The track on ******'s sliding door has damage on the plastic strip about 2 inches, ***** verbally confirmed to our owner that the door is functional. There is a small scratch on her outer door, the drivers had to enter through that door as the large garage door had patio furniture stacked up against it and there was not a clear path for our drivers. I have attempted to send with photos and it was rejected due to size. If you can offer an email I will be happy to share photos that were taken at *****'s home. The door that was damaged has rust and dirt indicating it is old. We do not feel that it is a reasonable request to replace two doors. We have offered to repair. Thank you, Christine D***** Human Resources/Accounting Manager, Dunk and Bright Furniture  

• Initial Complaint

  11/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wooden dining room less than a year from this store. Last night while having dinner chair collapsed that my son was sitting in. This reaggravated his hip condition causing pain and embarrassment. I called Dunk and Bright at 9:30 am this morning to tell them of the incident and request a full replacement . Upon further inspection all Of the chairs have extra screws and another one is missing a socket . The lady in customer service said they do not replace clearance items and I could buy another chair . This is absolutely not acceptable nor should products be sold that are hazardous to our health.

  Business response

  11/29/2021

   We are writing in response to a complaint from our customer named ******** ******* dated 11/26/21. We apologize for the issues ******** had with her purchase at Dunk and Bright Furniture. We will be happy to exchange the chair that ******** states is damaged. I tried to phone ******** and met with no success, I did leave a voicemail letting her know that we would exchange the chair and it would take 12-16 weeks to get that chair in. Once we receive the chair we will exchange it for her. Her sale number is ******** and the return number is *******.  We are hopeful that this answer satisfies any and all complaints for this customer. 
  Thank you,
  Christine D*****
  

  
  

   

  Customer response

  11/29/2021

  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. I have kept the chair that my son was sitting on when it broke. There are two other chairs upon further inspection that are damaged as well. I will consider this matter resolved if all three chairs are replaced . I’ve included pictures of the chairs I speak of in my initial submission.  Regards, ******** *******

  Business response

  12/02/2021

  Dear Better Business Bureau,

  In response to ******** ******* not accepting our resolution, ********'s original complaint states that she wishes for Dunk and Bright Furniture to exchange her chair. I have set that exchange up in our system. ********'s sales person and I tried to reach out to her by phone and left voice mails to let her know that we are happy to exchange the chair, her sales person offered to exchange the set, meaning the table and chairs, that offer is still available but we need to know if that how she would like to proceed as we will need to order the merchandise. arrival of merchandise is taking time to get in due to COVID,  we would like to order sooner than later if this is what our customer would like us to do. As we are not able to reach ********, we are hopeful that she will respond to you and advise us what option works best for her. We again are sorry for the experience ******** had with her purchase, we want to take care of this for her as we value her business. 

  Thank you,

  Christine D*****

  Human Resources/Accounting Manager

  Dunk and Bright Furniture
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bed frame from this company in July of this year. I have given them all of my patients understanding I’ve been kind and they are refusing to refund my money after making me wait six months and still not receiving what I ordered. I did receive a bed but is the wrong bed the item number doesn’t match and they are seemingly refusing to come pick it up and will not refund my money. They’ve been sitting on over $300 of my money for almost 6 months and are refusing to help me. They were supposed to come pick up the bed today but claim they have a “computer glitch”. They said that the pick up didn’t get scheduled for Today and asked me to reschedule it yet again. At this point I’m getting upset and I asked them to please refund my money today I’ve been waiting long enough they can still come get their bed but at this point I need my $300 back because I need to order a new bed from somewhere else. They absolutely refuse to do anything for me and are choosing to make me wait even longer to receive a refund. The customer service from this company has been absolutely abysmal, it got to the point where I told him I was going to have to call the Better Business Bureau and they ended up saying they were going to transfer me and hanging up on me instead .

  Business response

  11/22/2021

  
  Dear Better Business Bureau,
  We are writing in response to a complaint from our customer named ******** ***** dated 11/22/21. We apologize for the issues ******** ***** had with her purchase at Dunk and Bright Furniture. The customer’s bed was delivered on 10/30/21 and we had a pick up scheduled for 11/24/21. Due to the issues that ******** had with her purchase we would like her to keep the merchandise totaling 300.24 and will process a refund in its entirety. It may take 7-10 business day for the funds to be returned to the customers account, I have included our proof of refund dated 11/22/21. We tried to reach out to ******** but met with no success, a voice mail was left explaining that we were sorry ,she may keep the merchandise and we will process her refund today. We are hopeful that this answer satisfies any and all complaints for this customer.
  
  
  Thank you,
  
  
  Christine D*****
  Human Resources/Accounting Manager
  Dunk and Bright Furniture
  2648 S. Salina Street
  Syracuse, NY 13205
  
  

*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. ↩