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:01/15/2025

  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.

  I initially purchased a dark grey sectional couch with the understanding that it would be delivered on Saturday, December 7, 2024. 2024. However, I was informed a day before that the couch could not be delivered because a piece was damaged. I was offered the option of accepting a lighter color, which I declined, and I requested to cancel the order if the item I puchased was unavailable. I was assured that the couch would be delivered without failure on Wednesday December 11, 2024. To ensure this, I personally visited the store on Wednesday, and staff confirmed that delivery was scheduled as promised. (I needed a couch and it was during holiday season and I had family coming over) While in the store, ****** called *******, and put him on speaker, and he confirmed that it would be delivered. I also called four or five times throughout the day to follow up and was repeatedly told the delivery truck was loading the items. Then, to my shock and frusturation, I was informed that delivery would not happen because of the rain. (It was raining all day, so they could have told me from the beginning that they wouldnt be able to deliver that day).The excuse given was that I wouldnt want to be crying if the couch got wet, despite the fact that furniture should be properly wrapped and protected during transport. ******* told me to if you want to cancel it, cancel it and that were going to win the money. I went into the store on Thursday, December 12, 2024, to cancel the order and asked to speak to the manager and ******* told me he was the manager, and when I asked to speak to the owner, he told me he was. He verbally insulted me in front of the staff, was rude, disrespectful and ready to fight. He refused to process a cancellation and told me again that they would win the money.

  Business Response

  Date: 01/17/2025

  This customer came in to purchase a sectional, on the day of the scheduled delivery it was down pouring rain, so we told the customer we wouldn't be making the delivery because of the weather conditions and were concerned about the fabric getting ruined. The customer was not happy about this and came in to the store visibly not happy with this. So we promised her she would be receiving the delivery the following day. She wouldn't take no for an answer. In any case, the customer has signed our sales agreement policy, stating no refunds and all sales are final. She has already disputed this with synchrony and her claim was also denied. We have been holding the customers ******************** and we can make the delivery at any time whenever she is ready for it.

  Customer Answer

  Date: 01/26/2025

  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]

   I initially purchased a dark grey sectional couch with the understanding that it would be
  delivered on Saturday, December 7, 2024. However, I was informed a day before that the couch
  could not be delivered because a piece was damaged. I was offered the option of accepting a
  lighter color, which I declined, and I requested to cancel the order if the item I puchased was
  unavailable. I was assured that the couch would be delivered without failure on Wednesday
  December 11, 2024. To ensure this, I personally visited the store on Wednesday, and your staff
  confirmed that delivery was scheduled as promised. While in the store, ****** called *******,
  and put him on speaker, and he confirmed that it would be delivered. I also called four or five
  times throughout the day to follow up and was repeatedly told the delivery truck was loading the
  items. Then, to my shock and frusturation, I was informed that delivery would not happen
  because of the rain, and it was not pouring.(It was raining all day, so they could have told me from the beginning that they wouldnt be able to deliver that day).The excuse given was that I wouldnt want to be crying if the couch got wet, despite the fact that furniture should be properly wrapped and protected during transport. When I expressed my frusturation about the repeated delays, ******* told me to if you want to cancel it, cancel it and that were going to win the money. I went into the store on Thursday, December 12, 2024, to cancel the order and asked to speak to the manager and ******* told me he was the manager, and when I asked to speak to the owner, he told me he
  was. He verbally insulted me in front of the staff, was rude, disrespectful and ready to fight. He refused to process a cancellation, and ******* told me to leave and stated, call the credit card to dispute it and we would win. ******* also made discriminatory and offensive remarks, stating that all arabs are garbage. Such hateful and racist comments are completely unacceptable and have no place in any workplace. I was very unhappy because I had family coming over and I threw out my old couch to make room for the new one. I was very unhappy because of the way I was spoken to in store. I was unhappy because I had to take time off work to wait for the delivery and it never came. To make matters worse, after researching reviews of the store, I discovered several similar complaints from other customers who were also scammed. It is clear that customer satisfaction is not a priority, and all they care about is money. I'm very disappointed, I was looking forward to a positive experience considering how the store is in a very good neighborhood, they can do better than this.

   

   

   

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

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

  Business Response

  Date: 01/27/2025

  We have the customers ******************** in the warehouse for whenever she is ready for delivery.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF TRANSACTION - AUGUST-14-2023 AMOUNT OF TRANSACTION - ******* TRANSACTION TYPE - FINANCE Reference Number- ***************** **** - Synchrony.I WENT TO THE **** AND BEFORE FINALIZING THE ***** THEY TOOK SIGNATURE FROM ME. THEY TOLD ME THAT, IT IS THEIR FORMALITY TO SIGN. AFTER THEN , I TOLD THEM THAT, GIVE ME 1 DAY TO CONFIRM THE *****. AFTERTHEN, THE NEXT DAY, I WENT TO THE MERCHANT AND REQUSTED THEM TO CANCEL THE ***** BUT THAT TIME THEY TOLD ME THAT CANCELLATION IS NOT POSSIBLE AND THEY TRANSFERRED THE MONEY FROM SYNCHORONY **** TO THEIR ACCOUNT. I DISPUTED TO THE **** BUT THE **** GAVE THE JUDGMENT IN FAVOR TO THEM. THEY DID NOT DELIVERED THE FURNITURE TO ME. EVEN, IT IS CLEARLY WRITTEN ON THE RECEIPT THAT, IF I CANCEL WITHIN 15 DAYS, 30% RESTOCKING FEE IS APPLICABLE. I OFFERED THEM 30% RESTOCKING FEE TOO, BUT THEY FORCED ME TO PAY IN FULL AMOUNT. I AM A STUDENT, I DO NOT HAVE ANY ABILITY TO PAY THE AMOUNT IN FULL. THEY ALSO GAVE ME THREAT THAT, THEY WILL HIRE A LAWYER AND ALSO THEY DID VERY ROUGH BEHAVIOR WITH ME. I HAVE PROOF OF EVERYTHING WITH AUDIO AND VIDEO CLIP. THEY MISBEHAVED WITH ME AND THEY FORCED ME TO PAY THE AMOUNT IN FULL WITHOUT DELIVERING THE FURNITURE.

  Business Response

  Date: 01/19/2024

  This customer came in to purchase a sectional and a dining room. We wrote up the receipt and at the time of purchase the customer wanted to do financing so in order to complete the paperwork obviously they need to sign our receipt as well as the paperwork from synchrony, it's standard practice. We ordered it and received the merchandise the following day. We called the customer to let them know the ******************** was in, which then the customer came in and said they didn't want the furniture anymore they wanted to reselect something else, which we agreed to. The customer said they would come back to reselect and never came back. The customer tried to dispute the charge twice and the judgment was awarded in our favor. Unfortunately at this time we do still have the merchandise that the customer ordered so we will not be able to give a refund, as per our sales contract which the customer has signed they either must take delivery or we will accommodate them and let them exchange.