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:03/06/2025

  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 ordered our couch October of 2024 and left a deposit of 1453 for the couch. We were told the couch would arrive in 2-3 months and listed on our paperwork was ASAP. By end of December we had not heard back so I reached out to ***** via email to get an ETA on the couch. It took him 2 weeks to respond saying that he will reach out to the manufacturer but it will take 2 weeks to hear from them. My fianc received a call a week and a half later saying the couch would be ready by beginning of February. End of January I had stopped by the store for an update and no one could give me any update. Beginning of February comes around and we have not heard anything so my fianc reaches out to *****. A week and a half go by and he says he will reach out for an update from the manufacturer. Now its end of February. 2 weeks later ***** calls my fianc (first time they ever gave us an update without us reaching out first) and now its first week of March. We called today as were now approaching 5 months when we were told 2-3 and they were extremely rude, saying it is what it is, theyll call and find out but they dont know anything. I tried to go into the store to speak with someone and the man there was rude and dismissive and I couldnt get an update where my couch is or how much longer. At this point, the length of time, lack of communication and inadequate customer service is unacceptable and the fact that we cant ever get a clear picture as to what is going on with our couch is insane. The lack of customer service this company has provided is appalling.

  Business Response

  Date: 03/15/2025

  This complaint is listed under the name ************.    We don't have any contract with a customer having this last name.   The email listed on the Complaint has the name ******** on it.   We do have a contract with a customer that has that last name.    ******** ordered furniture that has been received in our warehouse.   The customer has refused to take delivery of the furniture stating that they don't have the money to pay the remaining balance.    The customer placed a deposit of $1453 which corresponds with this customer's complaint.   The customer owes a balance of $3000.    We would very much appreciate your help in facilitating the exchange of goods for payment.

  *****

• Initial Complaint

  Date:02/01/2024

  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.

  Purchased a reclining sofa and chair on 10/27/22. Got delivery the end of November of 22. November of 2023 the sofa stopped working. I called the store to get it fixed. I must have called the store 8 times to get this fixed. Finally in December I got a call for a man to come and fix my sofa. He came the next day, when I told him how long I had been waiting he said he just got the repair the day before. He could not fix it at the home and would let ********* know. I called Stanleys again numerous times to find out what was going on. Finally ***** from the store called and said they have all parts needed for repair and someone would call me. Someone did call and said they would pick up the sofa to repair it. Which they did on 1/23/23. I called on 1/29/23 and ***** told me he would have someone call me with an ETA. No one has called as of 1/31/23. This problem has been going on for 4 months. I want my sofa working and back to me!

  Business Response

  Date: 02/17/2024

  The Customers furniture was picked up for repair and returned fixed.   This is completed.

  Customer Answer

  Date: 02/22/2024

  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

  Date:10/26/2023

  Type:Delivery 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.

  On 4/11/23 my partner and I ordered a Flexsteel couch from ********* Furniture. An $800.00 deposit was placed and in the space provided for delivery date, ASAP was written, as this order was placed to accommodate my handicapped partner's needs. The salesperson was well aware of the situation as a great deal of time was spent in the store with my partner sitting on the couch and determining its suitability . The salesperson gave us a delivery date between 6 - 8 weeks from the date of purchase. When the 8 weeks **** near, I called ********* and spoke to ***** who told me that he would get back to me, and never did. I called again and was given a window of delivery between July and August. Once again, I called in August and ***** told me that a fabric issue was solved, which was surprising to me that I was never informed that an issue existed. From there I was given yet another delivery window in mid-September. Well, needless to say, I had to place another call in to ********* and ***** gave yet another window of delivery in November. The second time that I received a call from *****, he informed me that year another window of delivery will take place between end of December and the beginning of January. I find it very hard to believe that a couch would take 9 months to arrive. I hardly think that 9 months is ASAP. I am equally, if not moreso put off by the fact that throughout this disaster I placed most of the calls to ********* seeking answers and only received 2 phone calls from *****. In fact, in one call made by my partner to discuss the situation, ***** told him that he could not speak to the issue since the couch wasn't sold to him, despite the fact that his name and cell number is clearly represented on the sales receipt. I was also told that I cannot cancel the order and will have to forfeit my deposit. At that point, my partner called the credit card company to inform them of the situation.

  Business Response

  Date: 11/05/2023

  This customer was refunded his deposit and his order was cancelled.

   

   

  Customer Answer

  Date: 11/07/2023

  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

  Date:10/11/2023

  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.

  On 4/1/2023 I gave Stanleys Furniture a $600.00 deposit to order a *************** Sofa (invoice# *****). I was told delivery would be July. I called in July and was asked is this your first call? Which I thought was odd. I was told it would take 2 weeks for them to contact the manufacturer and call me back with an eta. They didnt - I called them and couldnt get a straight answer. Then I was told September. Well September came & went and I called again on Monday, October 9th, 2023 and spoke to ***** - he couldnt give me any information during that call but did call me back later in the day and said 8 weeks as if I had just placed the order!! I told him I want my money back and was told he would put in a request for cancellation and that would take another 2 weeks!! I dont believe they even ordered the sofa. I want my $600.00. This sofa was ordered specifically for my partner who has Parkinsons Disease which they were aware of at time of purchase. I am thoroughly disgusted with the lack of customer service that have NOT provided.

  Business Response

  Date: 11/09/2023

  The customer has been refunded her deposit & the order has been cancelled.

   

   

• Initial Complaint

  Date:08/09/2023

  Type:Delivery 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 December of 2022 I left a deposit of $1500.00 with ********* Furniture. I was informed that this order would arrive at my residence within 4 to 6 weeks. Today is August 8, 2023, eight months later, their has been no goods and no services concerning this order. Since June of 2023 I have been ignored, three visits to the store and numerous phone calls have produced negative results. In addition, a formal letter, from an attorney has been been completely ignored. DRAW YOUR OWN CONCLUSIONS ABOUT DOING BUSINESS AT THIS STORE!!

  Business Response

  Date: 09/08/2023

  We spoke to the customer today and gave him a refund for $1520.   

   

  Thank you kindly,

   

  *****

• Initial Complaint

  Date:07/11/2023

  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 am making a complaint because I purchased a Flexsteel Nirvana sectional in March 27 2023 from Stanleys furniture. I was told that in a week the salesman ****** would reach out to someone he knows there and get an update on status and delivery. I put down a deposit of ******* on **** card. Remaining balance is ****. I never did get an update and called him on May 1, then May 5th I got a meaaage from him that he would try and get an update that coming Monday. Then I had to text him again to see if he got a response.., he replied he emailed them and is waiting for a reply. Ill let you know when I hear. Then I contacted him again 5/25 he replied Ill call our status department and get back to you ASAP. Nothing from him since then. Meanwhile I have called and sent emails which I can provide documentation of to ****** and ***** and have spoken to both. They both said they would also reach out and get back to me. NOTHING! Everyone is telling me the same that they will reach out and find out status and get back to me. several emails with same inquiry yet no response. Ill check and get back to you. It doesnt happen. I have no idea why they cannot speak with a person and get an answer it is very concerning. I would like an answer or better yet my furniture. I bought this sectional because it had recliners and my husband was having shoulder surgery and would not be able to sleep in bed after and I have bad back issues. He has since had his surgery and had ti sleep upright in our couch that is not reclining. I went ti ******** convertible prior to Stanleys and they told me 4-6 weeks delivery time I choose Stanleys because they are a family business. Could you please help me get some resolution in this matter.

  Business Response

  Date: 09/02/2023

  Customer was given a refund.   Sale was cancelled.

  Thank you kindly,.

   

  *****

• Initial Complaint

  Date:07/05/2023

  Type:Product 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.

  Placed deposit on 2 Flexsteel reclining sofas on January24. Have made several attempts trying to get a status on the order to no avail. Have made numerus phone calls beginning in April and in May and June and an in person visit and sent an email requesting a refund of deposit and cancel the order. They refuse to refund the deposit and will not cancel the order. I have tried to dispute the charge with my credit card but because it is past 2 billing cycles they cannot help. At this point I feel I have no recourse other than filing a complaint with you.

  Business Response

  Date: 09/08/2023

  We spoke to the customer this morning and refunded them $1996 and cancelled their order.

   

  Thank you kindly,

   

  *****

  Customer Answer

  Date: 09/08/2023

  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

  Date:04/19/2023

  Type:Delivery 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.

  In January I ordered furniture from *********. Three of the items ordered are tables. ( 1 cocktail table and 2 end tables). I keep being told they are on back-order however I called the manufacturer directly and were advised they are not on back order, they have them in stock and when I called the store back to tell them that, the manager yelled and screamed at me. I cannot get a clear answer if I am ever going to get these tables. He has an answer for everything. He also threatened me as if I am child he is going to tell the owners what I said. I wish he would maybe then I would get a clear answer. If a mistake was made, be honest. I still have no clue the status of these tables. I have also been told I can no longer talk to my salesperson.

  Customer Answer

  Date: 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,
  
  *********************
  

  The company cancelled the tables and adjusted the total cost and did not charge any cancellation fee.
  
  
   
  

  
  

• Initial Complaint

  Date:03/21/2023

  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.

  After 9 months of waiting/no delivery in sight cancelled/received full refund from ************* 9/24/22 went to ********* Furniture (prior customers) spoke to ****** (salesperson) stated only interested in stock items available by 4-6 weeks. Found a set, ****** advised was in ********** 6-8 weeks delivery. Put $100 down next day proceeded. ****** wrote on receipt "Deposit Refundable" which we needed per our discussion. We signed, left $874.91 down. Didn't realize our copy had that crossed out until much later when I questioned it was told that was standard procedure only applied to the $100 (deception #1) not what we were told at purchase. Months went by no contact unless we called each time they said they couldn't call "**********" they had to send an email/ letter & 5 days to respond which never happened. Each inquiry we made we asked about cancelling advised we could do that (they failed to state we would lose deposit deception #2). Went to the store in early January asked to speak to the owner and was told not allowed. Called asking to speak to ****** the salesperson to cancel was told had to speak to mgr (*****). Later learned that ****** the salesperson was an owner deception #3. By 1/24/23 we had enough called mgr to cancel/refund was told doesn't work that way (deception #4) Mgr stated they make the rules will contact "CA" & advise in 5 days (never did). I called 2/2 spoke to mgr got same story. 2/6 a ****** called offered $200 off told him to cancel he said mgr would call me (never happened). 3/7 I posted a **** review 3/9 ****** called said full order was in I questioned timing of my review/full delivery concerned would get old inventory was assured all new & inspected prior to delivery. Wanting to end this agreed COD only, 3 of the 4 items came old/damaged deception #5. 3/18 went to store to cancel mgr said owner would review, told them needed a response by 3/20 never happened. All bait & switch, deception, scripted responses now 28 weeks

  Business Response

  Date: 04/24/2023

  We delivered the furniture to the customer.  It inspected by the owner before delivery and was in good condition.   The customer send them back because of distressing which is how the product is made.   We gave the customer a full refund and cancelled the order.

   

• Initial Complaint

  Date:01/31/2023

  Type:Product 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.

  On Dec 27, 2022, I went to Stanleys Furniture store in *********, **, looking for a leather chair that matched my existing loveseat, since they carry that brand. I was handed a picture of the exact set that I have, with the exact finish by the salesman, so I gave him a check for $500 down on a $2000 chair. I went back the very next day with a cushion from my existing loveseat just to be sure. When I showed the same salesman the cushion, I was then told that the manufacturer no longer makes the polished leather finish that was in the picture he showed me the day before. I told the salesperson that because of that I no longer wanted the chair. He told me that either they would tear up the check or give me a refund. I should have stopped payment on the check, but I trusted him. On Dec 30, 2022, the check I gave him was cashed. Ive called several times and just get the same response that I will get a refund eventually. Its now 1/31/23 and Ive yet to get a refund on a chair that doesnt exist and could not be ordered. I really dont believe that it will be issued. Please help.

  Business Response

  Date: 03/06/2023

  We mailed out the refund check today.   The customer should receive it shortly.

   

  Thank you kindly,

   

  *****

  Customer Answer

  Date: 03/10/2023

  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:

  Nothing has been received. 

  
  
  
  
  
   
  

  Customer Answer

  Date: 03/14/2023

  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,
  
  *************************