Complaints
This profile includes complaints for Calvin's Furniture & Leather Gallery's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/30/2025
Type: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.
To the Better Business Bureau, I purchased ********* furniture (two power sofas and a power recliner) from Calvin's furniture and Leather Gallery on 05/24/2024 that was delivered on 08/26/2024. I phoned Calvin's this morning regarding the footrest on the recliner not working. I spoke with Jean who stated she would do some research and phone me back. When she phoned back, she stated she was the person who sold me the furniture and that that when I purchased the furniture, she told me that because I lived so far from the store that they would not be able to provide service for the warranty. She stated they could order the electronics and have them sent to me, but they would not provide the service. I vehemently disagree with this. We did have a conversation regarding delivery of the furniture because we live so far (my husband and I met the delivery truck in East Aurora). I am 68 years old and have purchased many pieces of furniture over the years. I would not have spent $10,734.72 for furniture that didn't have service as part of the warranty. The warranty pamphlet states "If the product is still under warranty, the retailer will make arrangements for repair or replacement. After the first year of warranty, the purchaser is responsible for the labor and shipping costs associated with parts". The recliner is only 10 months old and is covered under the full warranty. I would appreciate your assistance in assuring Calvin's provides the service as per the manufacturer's warranty. Thank you. Sincerely, ***** *******Customer Answer
Date: 06/02/2025
Received a call from the consumer and this was relayed: The business has stated that they will resolve my issue.Initial Complaint
Date:12/04/2024
Type: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.
Ordered on 08/18, delivered on 10/3 I purchased a couch and loveseat on 08/18 from Calvin's furniture on 8/18, the reason I went here was because my previous set from them lasted over 10 years and I wanted the same material again. I expressed my concern to the salesperson multiple time about the fabric holding up because we have several cats and a couple of dogs and she reassured me that this is their best selling fabric and it will hold up. Less than two months of owning these couches there are holes in the fabric from the cats just walking on them. After being told that these would hold up and they aren't even holding up for 2 months. My previous set was 10 years old and had 1 hole from a cat that was spooked. I don't feel that this is acceptable and being told by the company that I should keep my animals off the furniture and that they will do nothing but give me a yard of fabric free after paying almost $6k less than 2 months ago.. This should also last at least 5 years if not longer.
Business Response
Date: 12/05/2024
We take all complaints very seriously, and will do our very best to resolve them to our customer's satisfaction. We do value your opinion. Unfortunately none of our manufacturers will warranty a fabric against animal claws or chew marks. We feel as pet owners ourselves, it is the customers responsibility to choose a fabric that fits their home and their pets lifestyle. We tried in good faith to provide the customer 1 yard of the same fabric to be used when the cats are on the furniture, on a no charge basis. This particular fabric does not have a history of issues or wear problems. (or we would not sell it) Our sincere apologies for your dissatisfaction.Customer Answer
Date: 12/05/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I would have never purchased this furniture if the salesperson didn’t tell me that it would hold up well with animals. I told her over and over again that I was was very concerned about this and she reassured me and my husband that it would hold up and that it was their best seller. I still have the previous set that I purchased from them, after 10 years of use with my animals there are no holes in the couch or loveseat. Giving me a yard of the fabric that is currently on the new furniture that has holes in it does nothing for me as that will not protect this from getting additional holes since this fabric is ****! Regards, ******* ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.