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Business Profile

Furniture Stores

Ruby-Gordon, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for Ruby-Gordon, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Ruby-Gordon, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2024

      Type:Product Issues
      Status:
      Unpursuable
      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 August 24 2023, I purchased a sectional from Ruby Gordon in the amount of $2860.92 in cash. I never received my furniture and have not received a refund, absolutely no effort on their part to resolve the issue. I have been in constant contact with no effort on their part to reimburse or make it right.

    • Initial Complaint

      Date:02/01/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 ordered furniture from Ruby Gordon in November 2023 I have yet to receive my furniture and have been calling regarding my furniture but no answer the furniture has been paid in full I’d like a refund since I haven’t received my furniture

    • Initial Complaint

      Date:02/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 went into Ruby Gordon back in May to order a sectional set. I was promised a June delivery. June came, and it was pushed a few more weeks. When I called them they told me that there was a delay with the suppliers and said the sectional will be delivered in a few more weeks. After waiting for months, I went in the store and asked for a refund at the end of October. The employee wrote me a receipt confirming that they will refund me the money in a couple weeks. It has now been a few months and I still have not received my refund. I am unable to get into contact with anyone. Emails has been sent back, phone calls unanswered, messages left to no avail.

    • Initial Complaint

      Date:02/01/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered a couch, love seat, and recliner from them during a "remodeling" sale on Sept. 10th. These were being built to order, so we were told the anticipated delivery date was Dec. 16th. The Filed Chapter 11 in Nov. Now (Feb 1st.) a month after they were supposed to be delivered, we still have not heard from them, and cannot get in contact through phone, email, or in-person.

    • Initial Complaint

      Date:02/01/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 furniture from Ruby Gordon's... they couldn't deliver waiting on rest of furniture to come in... then ruby Gordon filed bankruptcy. I paid them $4964.49 for the furniture.

      Business Response

      Date: 03/05/2024

      BBB received the following response from the customer on behalf of the business:**** ** ******* just gave us a temporary credit for the $4964. As of 45 days ago they still have not responded to **** ** *******.  So I requested a credit as Ruby Gordon opened temporarily in Henrietta NY location,  so I went there in person and they said they will not be responding as they are not disputing they owe us the money. If you need any more information please let me know.  Thank you very much

      Customer Answer

      Date: 03/05/2024

      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. 

      Regards,
      ******* *******




    • Initial Complaint

      Date:02/01/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 furniture in June of 2023 during a blowout sale. I put $1500 cash down and the rest on a Wells Fargo Ruby Gordon credit card. I never received half of my furniture order. The one sofa I did receive was not new and was a floor model, which I was supposed to get refunded 50% of purchase price. I was also supposed to be refunded my cash deposit. I spoke to accounts payable who stated they cannot refund anything due to a bankruptcy and now they are going out of business. I need my money back please.

    • Initial Complaint

      Date:02/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 August 3rd, 2023 my wife and I purchased a sectional sofa from Ruby Gordon. We paid in full to order the item and have it delivered. We were told would be 8 weeks. In middle of October, I contacted Ruby Gordon to be told it would be another 4 weeks. I called in November to be told would be early January because of supplier issues. While on vacation out of country we learned of the bankruptcy filing. When we returned I attempted to call Ruby Gordon many many times. Each time if the phone was answered, I was immediately put on hold and no one ever answered. On January 12, 2024, I went personally to the Ruby Gordon store in Henrietta because the one in Greece where we bought the item was closed. I was told that the order was canceled on December 3rd. No one notified me of this. When I asked for a refund then, I was told they could not do that because of the pending bankruptcy. I was provided proof of the cancellation and also hand written affirmation that we were due a refund.

    • Initial Complaint

      Date:01/31/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      They sold me two mattresses for over 3700.00 on November 30th that I have never received, this was well after they filed for chapter 11 knowing he owed the mattress company over 50k, they knew there was no way that company would ever have shipped them any more goods.. I would like my 3700.00 back or the mattresses that I paid for.

    • Initial Complaint

      Date:01/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Hi, not sure if you can help me I paid in full, just under $4000.00, for a couch set, delivery and 5 yr warranty back on 8/20/23. I was told 12 weeks or less for delivery. I did get an generic email in October and November basically saying my order was delayed with no new date. The last time I was able to speak to someone at the store was before Thanksgiving. First I was told they didn't know what the issue was and other time I was told end of Jan, 24. The beginning of this Jan, I have left a voicemail asking for information and I emailed them asking for an update, with no reply to either. I've gone to store during business hours and no one is there when it says they are open ( Henrietta site). I call and no one ever answers. It just rings and then hold music comes on. I tried entering my invoice # into the tracking on website and there's no info. I also noticed on their website say it $125.00 for delivery in Monroe county, which I live in, but I was charged $175.00. Is there anything you can do to help me? Thank you for your time. Jessica Decker (585) 750-5940

      Customer Answer

      Date: 02/01/2024

      I was told by my credit card I would get my money back. If unable then I would want help getting my money back.

      I paid in full for 2 couches in August of last year. Still have not gotten.  Haven't had a response from ruby Gordon since November last year. 

    • Initial Complaint

      Date:01/31/2024

      Type:Product Issues
      Status:
      Unanswered
      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 placed a down payment of 252.04 for a mattress on November 20,2023 at Ruby Gordon. I was going to finance the remainder and would not be charged until the mattress was delivered. Shortly after I ordered my mattress I heard on the news that they were going under bankruptcy. I called immediately to inquire how or if my order would be impacted by the bankruptcy and asked for an order status update. They said nothing would be impacted and they were with a customer and they would get back to me. On Dec 7, 2023, I received an email stating they did not have an estimated delivery date and when they did they would reach back out to me. That was the last time they corresponded with me. I have sent 4 emails with the last email being sent on 1/28/24. I have called several times and left voicemails between mid Dec and now. I physically went to the shop on 1/28/24 at noon and 1:30 and the store was closed. I formally wrote in my last email that I am canceling the order and want a refund of my deposit. As of the time of this report I still haven’t received any acknowledgment from Ruby Gordon. I simply want my deposit returned and written acknowledgment that I have canceled the order. This week it has been announced on the news and social media by the owner that the business will be closing all together. They owe me my deposit. I don’t know what to do at this point.

    This business is not BBB accredited.

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