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Business Profile

Furniture Stores

Wayside Furniture, Inc.

Complaints

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

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 3 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:02/28/2025

      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.
      2.27.25 - WAYSIDE FURNITURE Delivered my furniture on Feb 1, 2025. It is defective after 7 days and the owner wants a 33% restocking fee to return my defective expensive Smith Brothers sectional delivered to me 26 days ago on Feb 1, 2025, and sat on by one person only a total of 7 times. Due to this defect, I can not sit on the sectional. I spent $10K cash on this purchase. It’s literally losing its shape and falling apart from one person sitting on it. I have tried to call and left messages with humans, their customer service reps, salesperson, manager, owner etc. and not one person has returned my call. Terrible customer service. The repair man was too booked to come to my home and so they sent his assistant who promised the head repairman would call me back. It has been over a week. I am also a business owner and I'm really trying to avoid court but I can't even get a return call from Wayside. Their assistant repairman came out about a 2 weeks ago. He looked at it and shook his head. He went out my front door to his truck and called the head repairman, ****. He said **** would call me back as soon as he came in around 10:00. Neither one ever called me back. I have now made over 10 calls to Wayside with no response. I spoke with a manager, ***** who also said he would call me back. He hasn't called either. My sales rep is completely ignoring me. Also called Smith Bros in Indiana. Also, no reply. I've asked for clarification on their 33% offer and also received no response.

      Business Response

      Date: 03/02/2025

      Thank you for sharing ***** ******** complaint. We are very sorry that she is not happy with the custom order $6513.60 reclining sectional that she accepted delivery of on February 1st , 2025. 

      After our customer signed for this sectional and an otto $(505.92) and a swivel glider (1420.80) and accidental stain/damage coverage ($625), she called her sales associate and shared photos of the sectional (only the sectional) expressing concerns about how it looked.  Her concerns were all related to how the fabric was applied to a sectional with a bustle back filled with very expensive, fluffy fiber fill designed to mold to your body; like a bed pillow to your head. She had similar concerns about the seating that is also designed for conforming comfort. We made it clear that all of the padding/waviness, inconsistent puffiness etc was  normal for this type of seating.  We suggested she reselect to a stationary, non-reclining group with solid foam backs and firmer seats that tend to tailor, look more crisp (but of course also have no warranty against showing comfort design)  asap before our 10 day return policy expires. But she insisted we send one of our master upholstery techs out. We were in her home within a week and of course confirmed what we saw in the pictures was true.

      As her signed receipt states, Wayside has a very liberal return policy; even on special orders. Most stores do not take back special orders no matter what or with minimum 50% restocking fees. Wayside takes them back if they are in good shape within 10 days with a 33% restocking fee less any delivery and pick up fees and the balance must be used toward something else. Our receipt also says we do not refund accidental stain or damage coverage but as a goodwill gesture, when she asked us to refund this $625 coverage, we did.  As a goodwill gesture, we also extended the 10 day return policy for her AND offered to refund her the balance after the fees rather than make her use it for something else.  Please note that Wayside has forms signed by Miss ****** showing that we covered the nature of reclining furniture pros and cons including comfort tailoring and how it is not something that can be fixed or changed or considered defective (something most stores do not do ..we feel it helps them make educated decisions). The factory shipped this sectional after passing all their inspections. It passed Waysides opening inspection, staging inspection and our delivery crews final inspection. There is NOTHING defective or repairable with this sectional. 

      However, as a goodwill gesture, Wayside will yet again extend its 10 day return policy. If our customer would like to return the sectional (and the otto and swivel chair as well, even though she has never mentioned any disappointment with those items) by March 12, 2025 , Wayside will refund her money less the 33% restocking fees and the original delivery fee plus tax. ($8440.32 x33%=$2785.31 for a refund of $5655.01. If they would like us to come pick it up, the refund would be reduced by the $129.99 pick up fee...$5525.02. If the items have since been damaged or affected by smokers and or pets, Wayside will not honor this agreement.

      Wayside is unable to offer a full refund for this this sectional. We feel accepting ALL the items back, not just the sectional in question, well beyond our 10 return policy is very generous. We feel refunding the non-refundable $625 accidental coverage was very generous. We feel REFUNDING the balance, rather than holding it for future purchase as agree upon on the receipt, is very generous. If the furniture is not returned in good condition by March 12th, 2025, we will be unable to offer any further assistance related to normal styling/tailoring of premium quality reclining furniture. 

      Thank You

      Wayside Furniture

       

      Customer Answer

      Date: 03/25/2025

      [[BBB transcription via email]]

       

      Wayside never sent a repairman, only his assistant who looked at it and said the repairman would call me. He never called. I would accept their offer just to be done with this company. The chair is fine but the sectional is not acceptable. If they would only take all or nothing, then I would just purchase it at another store.


      Business Response

      Date: 03/25/2025

      Thank you for forwarding this information. As you know, our generous offer expired on March 12.  The sectional is now almost two months old in a house with pets. At this point we would need to see the condition of the sectional to determine how much the restocking fee would be.  The customer can bring it to our store and we can look and give an answer, or we can send someone out for $129 and assess the value and if in agreement, pick it up at the same time. The longer its in the home, the less we can refund. If its in excellent condition; clean, no pet odor, hair, doesn't look heavily used etc.. it would likely remain at 33%. If not, it will likely move closer to 50% etc. 

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 03/25/2025

      [[BBB TRANSCRIPTION VIA PHONE CALL FROM CONSUMER ON 3/25/2025]]

       

      The consumer has expressed dissatisfaction with your company's previous response to their concerns and would like to formally reject it.

      The consumer refers to your warranty policy, which allows returns within the first year of purchase, and states that this solution has not been offered to them despite their ongoing issues. Specifically, they have raised concerns about the stuffing in the neck section of the product, which does not provide adequate neck support when sitting.

      Additionally, the consumer has reported a negative experience with your customer service team. They mention that staff members have been uncooperative and even arrogant during telephone conversations, and phone calls have not been returned in a timely manner.

      Given these circumstances, the consumer is requesting that their concerns be addressed promptly in line with the warranty policy. We kindly ask that you review the matter and provide a resolution that aligns with the warranty guidelines and offers a satisfactory outcome for the consumer.

      Please respond at your earliest convenience so we can ensure the matter is resolved efficiently.

       

       

      Customer Answer

      Date: 04/11/2025

       I am rejecting this response because:

      4/10/2025
      Wayside Furniture Management: 
      Re: ***** Brothers defective sectional.                                                                                                                   

      I am now demanding a 100% full refund due to your last response with the Better Business Bureau, and your new threat that you may now only offer me a 50% refund instead of your previous insufficient offer of less 33% of the sales price.
      The sectional remains in like new condition. I am 73,retired and live alone so no one has sat on this unit since delivered due to it being defective. I have tried repeatedly since Sept 6, 2025 (5 days after it was delivered) to get someone to come look at it with no response through texts, phone calls at least 16 times.
      You continue to ignore me and will leave me no choice but to have my attorney file a consumer sales practices violation if I do not receive a full refund in the next couple of days.

      ***** ******

      [[BBB transcription via phone call]]

      Consumer is requesting the unit be picked up immediately. 

       

      Business Response

      Date: 04/14/2025

      Our response remains the same as it was on March 25th.  Even though the factory and Wayside has determined there is nothing wrong with the furniture in question and it is well beyond our 10 day return policy ( ie if  a custom order is returned for any reason within10 days of delivery its less the 33% restocking fees, delivery and pick up fees agreed to on receipt), we are still willing to work out a pro- rated return for refund or reselection to non- reclining furniture with a tight foam back.

      Wayside is unable to give a 100% refund on custom ordered furniture that has been in a home for almost three months. The sooner the customer can bring the ******************** to us to inspect, the larger the pro rata amount will be. Or, as stated, we are happy to come inspect, with a truck, for $129 and if the customer agrees to an amount (that will NOT be 100%--more likely 50-70% depending on condition, ie if really zero pet evidence and in excellent condition, it will be 70%, if not,  it will be less), we will take it back with us and issue a refund within five days.

      This offer goes well above and beyond the agreed upon terms of sale. Please have our customer contact **** A at ************ if she would like to take advantage of this offer. 

      Thank You

      Wayside Furniture

       

    • Initial Complaint

      Date:01/30/2025

      Type:Product 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 purchased two navy leather swivel rocker recliners that were delivered in October 2024. In January 2025 I noticed the seat on one recliner was discolored and looked warn off in color. I called the store to see what could be done since delivery was 90 days or less. No reasonable solution was offered and was told that the manufacturer said fading on leather was a natural occurance. I was NEVER informed about this prior to purchase. I believe this is a defect and should be fixed or replaced. Picture is attached. I am extremely disappointed in the lack of customer satisfaction.

      Business Response

      Date: 02/03/2025

      Thank you for sending me **** ******** concerns. We are sorry she is not happy with how the natural leather is showing color loss.  Factory warranties do not cover color loss. However, as a goodwill gesture we offered to recolor the area at no charge; understanding of course that it will likely happen again.  We also offered to order another seat cover for $80 (we’ll blow actual cost) and install it for free (another $200 value). Again, understanding it will likely do it again. Discoloration often comes from body oils, moisture, skin or clothing chemicals and/or lotions. Sometimes putting a blanket or cover on the surface can help prevent discoloration. 

      We are happy to honor our offer to recolor the chair at no charge if **** ****** brings the chair to us or we can come to her for $139.  Or we are happy to order new seat cover for $80 and come to her house to install at no charge.  

      Customer Answer

      Date: 02/03/2025

       I am rejecting this response because:
      I should not have to incur any additional costs for this matter. Matter should be handled and resolved in total cost by Wayside. Inferior products are unsatisfactory to continue customer satisfaction at the prices originally paid. I am extremely disappointed with the responses offered.

      Business Response

      Date: 02/03/2025

      Our offers to help stand and will expire on February 28, 2025.

      Customer Answer

      Date: 02/03/2025

       I am rejecting this response because:

      Firm on as I previously responded. Will not pay more for an inferior product I already spent too much on. Customer satisfaction is 0. Will never recommend doing business with this company.
    • Initial Complaint

      Date:08/11/2024

      Type:Sales and Advertising 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.
      Sales quote ******* on 6/23/24. We purchased a sofa chair & a half, and ottoman in the color birch. We did not move the furniture into our home until today, July 11, 2024, and the furniture items remained wrapped in the black and clear wrappings as prepared in the Wayside warehouse at pickup. When we unwrapped the chair & a half, we noticed there are deep slices and rips on the corners of the right arm. They appear to be beyond repair and are hoping to get a new one.

      Business Response

      Date: 08/13/2024

      Thank you for sharing our customers concern with us. 

      Our records show that our customer opted to pick up their furniture rather sing our delivery service; a great way to save some money and can often be easier than making delivery arrangements. They purchased it on 6/20/24 and picked it up on 7/5/24 and signed for it in good condition. 

      They did not report the issue until August 12. Although Wayside cannot be held responsible for damage after our customers leave the premise with their purchase, we offered to replace any damaged parts at NO CHARGE and install them at our raw cost of $180 if they brought the pieces to our shop. They agreed and we ordered the parts. We are unable to exchange damaged, one month old furniture at no charge. 

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 08/13/2024

      We purchased the warranty which claims to cover accidental damages (among other things). We were under the impression that the insurance we paid for at the time of purchase would cover costs of replacement/repairs if need be.

      As explained via phone call, we are a young couple who just purchased their first home, and therefore acquired the couch earlier than we needed so we could get the America discount that took place at the end of June/early July. This couch sat in a temperature-regulated and camera-monitored garage, wrapped in the original cover (from the warehouse) as well as double-covered by our own tarp, until we finally decided to bring it inside the home on August 12th when we finally closed. We made the mistake of not opening the package prior to leaving the warehouse, and we certainly won’t make that mistake again

      Business Response

      Date: 08/20/2024

      Thank you for the additional information. The protection plan they refer to is for accidental stains (ie spilled wine, dropped pizza etc.)  or accidental damage (typically for wood...ie accidentally dropped a light bulb on a table or left a hot cup of tea on a night stand or on upholstery, they sat down with a screwdriver in their pocket and cut the fabric). If these things happen within five years of purchase, the third party protection plan provider handles repairs and or cleaning at no charge.  The plan is not an extended warranty.  Wayside does not sell extended warranties because as you can see in this case, we help customers as much as we can for as little money as possible no matter the issue, hence no need to buy high priced, so called warranty plans at Wayside. 

      Our customer can try to claim that they accidentally did this damage and see what the protection company says. Or, if they really feel our associate did not explain the protection plan well and the paperwork we provided was not clear, we are happy to refund the $100 they paid for it and cancel the protection.  

      Thank you

      Wayside Furniture

    • Initial Complaint

      Date:02/05/2024

      Type:Product 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 purchased my full size set of White Dove mattresses on 10-15-21. They were delivered on 10-25-21. From the get-go I believe I did not get the correct set of mattresses as I paid more for the "plush" version. However, one tag on the mattress says Eclipse Plush and one says just Eclipse. I called immediately and was told after sending photos of the tags that I did have the correct set. So I figured they just needed broke in to be softer as they were very hard unlike the floor model. Long story short I contacted Wayside early December to complain the mattress was very uncomfortable and I felt defective since it was only 2 years old. **** said he would contact White Dove but never called me back. So on 12-19 I wrote White Dove an email. They contacted Wayside to follow up on a visit to check it out fee free as they were trying to charge me $60 for an inspection. So late December they did send someone out to measure the dips, take photos, etc., and I never heard back again. So I called the store about 2 weeks ago and still no follow up. So I called again last Friday, February 2nd and left a voice mail for **** as he had left for the day. He was supposed to be in on Saturday and return my call and again.....crickets. This is ridiculous! Very crappy customer service and I've been a customer there for many years off and on. Also trying to support made in the ***, especially local on a large important purchase has been a let down. I have followed the White Dove instructions to flip the mattress as requested. No one has ever jumped on the mattress or abused it. This mattress is guaranteed for ten years so I deserve another mattress or a partial refund to say the least. I would really appreciate your assistance in this ongoing matter. Thank you.

      Customer Answer

      Date: 02/06/2024

      The order # *******

      Sales Person:  **** *********

      Purchased 10/15/21  Delivered 10-25-21 to *** ***** **** ***** **   *****

      $922.31  check or visa paid in full

      Business Response

      Date: 02/06/2024

      Thank you for sharing our customers concerns.  We did indeed have some breakdown with communication in December 2023-February 2024 . We are very sorry for that.  It can be a challenge to address a comfort concern two weeks after delivery let alone two years later. Our customer claimed coils were poking thru but no picture was sent which would have of course resulted in a warranty claim. As a goodwill gesture, Wayside sent its techs out at our expense even though it was well beyond our warranty period, to see if we could see these poking coils. There were no coils poking and no indication of any defects. We sent photos to the factory and they agreed. Unfortunately, there is no way to fix comfort issues. However, Wayside offered an opportunity to purchase a new mattress with a different feel at employee pricing which makes for an excellent savings opportunity. This offer still stands. Wayside is unable to pick-up a two year old mattress for a full refund as requested.  

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 02/07/2024

       I am rejecting this response because:

      First, your information is incorrect as I called as soon as the mattresses were dropped off, not two weeks later.  Also I never claimed the coils were poking through but that they FELT like they were poking through......big difference!  Your employee took a lot of pictures and measurements so what happened to those?  I saw the gaps that he photographed at that time.

      With the non follow up calls, I expected your response to be what it is, lame.  As if I would ever want to give Wayside Furniture my hard earned money ever again.  Very disappointed in White Dove also as we were previous customers of theirs as well but no more.  There are many more options out there today in furniture and mattresses so I'll go look for companies that do stand behind what they sell unlike the two of you.


      Customer Answer

      Date: 02/09/2024

      Thank you for being the third party here.  At least you got a response after my 3 months of silence.   I was hoping they would prove me wrong and stand by their warranty.  Like I said, I will never shop there again nor promote them obviously.

      I appreciate your help!

       

    • Initial Complaint

      Date:12/01/2022

      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.
      Ordered special delivery dining room set $2400 total with $800 deposit. Wayfair documented approx. 4-6 mth delivery. I cancelled order after they stated the order may be done by Christmas then improving the time to Dec 14 (7 months and 3 weeks after order). I do not trust they will meet any new delivery date. They do not plan to refund my deposit although I feel did not meet their commitment to the transaction.

      Business Response

      Date: 12/07/2022

      Thank you for forwarding. Our records indicate that this  customer decided to cancel this order and we have have processed a full refund even though the signed receipt agreement had no refunds on custom orders and we had clearly disclosed the "approximate" 4-6 months wait time in writng on the receipt. We apologize for whatever misscommunication there may have been between our customer and our staff. 

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 12/08/2022

      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. 

      I have not yet received a refund. Please advise how it has been processed, what form will payment be (cheque?), when should I expect to receive it and the amount refunded.

    • Initial Complaint

      Date:11/28/2022

      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 November 13th,2021 I bought a 6 piece reclining sectional couch as well as a double recliner chair set. About 4 months after I bought it the end reclining piece began to lean. I contacted wayside and they sent a kid out to take pictures in May/June. Waited a few more months for a resolution call, never received it. So I started calling them and getting the same answer of "waiting on part" in September I began calling a little more cuz the leaning is getting worse,,still same answer but with the added "it's coming from overseas " they would call. Gave it some time started calling them again with either no call back or same stupid answer. Called today November 28th to be told same thing and so I asked if the piece could just replaced as it's been 7 months. Wasntold couch was discontinued before I even bought it so could not replace anything and warranty expired on the 13th as well. Soo now not only does it lean a piece of spring has broken and is sticking up from between arm piece and seat cushion which I have 2 toddler grandchildren here and will end up getting stitches due to this which will turn into a law suit. So I paid over $3,000 for furniture I can never have fixed or replaced by the company I bought it from and to be sold a pointless warranty. Very disappointing.

      Business Response

      Date: 11/30/2022

      Thank you for forwarding our customers story. We are sorry for whatever misscommunication there was. Our records show that they purchased a $2299 reclining sectional that was delivered on 11/26/21 with no issues. In June of 2022 they called about some leaning issues. Our tech, with over 20 years of expereince, immediatley went out at no charge on 6/25/22 and agreed to order a new mechanism at no charge with understanding that reclining furniture does indeed tend to lean; especially if using it to lay across due to the shoulder issues that were shared with us. The world is still having major issues with getting parts and the mechanism is STILL not here. We are happy to replace the mechanism when it arrives at the agreed upon price of zero dollars. We have not been made aware of any other spring issues but we would of course be happy to address those as well. OR, if our custoemr prefers to get out of reclining furniture and move towards less problematic stationary furniture we are happy to offer a pro rata reselection at 60-80% of the $2299 paid depending on the condition of the sectional; pets, smokers, heavy use...closer to 60%. Decent condition.. 80%. OR they can return it for a 50% refund and move on. These pro-rata reselction or refund offers will expire on 12/23/22. 

      Thank you

      Wayside Furniture

      Customer Answer

      Date: 11/30/2022

       I am rejecting this response because:

      There is no guarantee the part will ever come in. And the 1 reclining piece that is broke cannot even be replaced due to no longer available. And seem to mention free alot. 1 year warranty and had it 3 months and it broke.  So. That being g said how long is someone expected to wait for a part? It's been 7 months already and I shouldn't have e to wait any longer for something that's not coming g  so I would have to pay for another couch with a percentage off?  Not happening. Yall knew it was discontinued and floor model and I even asked if it was floor model and salesman said no and also told me I could add pieces to it if I chose too. How is that when they r not even available??? U buy truckloads of outdated furniture and resell  and yes came from a worker there so I know it's true. I either want my money back or another sectional at equal or below price of mine

      Business Response

      Date: 12/01/2022

      1) Yes it is true that nobody can ever guarantee anything but we are 99.99% sure we will get the parts needed. But to be clear again, the leaning issue will happen again as it is not considered a warranty issue; we are replacing the mechanism as a one time gesture. Repairing any springs that are now coming up is new and easily taken care of by our master upholstery tech better than the factory could dream of. 2) We are sorry for whatever misscommunication there was about this sectional being discontinued. Its not discontinued.  But yes, during covid nitemare we did buy it at a goofy special; hence the low $2299 price. 3) Yes, we agree it is ridiculous to wait so long for parts. Covid has indeed made things very frustrating for us and almost all industries. But this is why we have offered up to 80% to buy it back and allow our custoemr to use that money towards something non motion. We feel being able to use  $2300 sectional for over a year for only $460 (20%  if in good shape for the 80%) is very fair considering the leaning issue is not really a waranted issue to begin with. 

      However, that being said, Wayside is always here to go to bat for our customers. If the furniture is in good shape.. no smokers or pet or severe use, please have our customer contact our service manager Sean A directly at 330-628-6332 M-F 9am-6pm to see pictures and we will consider moving the 80% credit up higher and offer new furniture at friends andfamily pricing, making for a very special value OR the 50% refund up to 80%. 

      Wayside Furniture

      Customer Answer

      Date: 12/01/2022

       I am rejecting this response because:

      The leaning issue began 3 months after I bought it and how is it not a warranted issue? And I was told this week the couch is discontinued that's why I can't just have the 1 section replaced. And I'm guessing u want the couch back for the 50_80% refund? Lol just same thing and getting another couch as u offered.  This section is extremely uncomfortable and if I were to accept a refund I would want 90% since I have been waiting so long to sit comfortably in a couch that should last longer than 3 months after bought. So u decide which route you would like to take cuz I see others having same issues as myself. 
    • Initial Complaint

      Date:10/04/2022

      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.
      When is a sale at Wayside Furniture , not a sale? End of August my wife (Springfield local schools employee and union president) and I were looking at 2 white dove Eclipse flip mattresses priced at $699.00 each. I have time stamped pictures. Then we noticed mid September that Wayside started running a " 20% off Our everyday low prices on white dove mattresses. " which is still running. So I went in last week to look again and imagine my surprise these same mattresses were marked up to $949.00 each (from $699.00 each and 20% off roughly now $749.00 each). A $699.00 mattress 20 % off =$560.00. Haha It gets more comical I asked the sales guy If this was legal to mark up a mattress "everyday low price" and then have a 20% off sale. He responded that they probably got a deal from the factory a while back but this is the new price. I should have asked him what used car dealership did he come from. I also should have asked to see the invoices haha . Anyway Wayside has a huge warehouse in ******** and my guess is they have lots of these mattresses they purchased along time ago. Regardless, Wayside does have an A plus BBB rating and alot of the ***** school employees are very positive about their experiences at Wayside . I'm just curious how Wayside will respond.

      Business Response

      Date: 10/07/2022

      Thank you for passing along our customers questions. Waysides everyday low price on the mattress in question in August was $949. At the time of this reply, it is still $949 . In August we had a special "Hot Buy" on the mattress for $699. That special ended. In September, we were offering an extra 20% off our everyday low prices on non clearance, non Hot Buy mattresses making that $949 mattress net to to $760.

      We would love the opportunity to help our customer find any additional mattress sets and thank them for sharing this information that *** help us in the future. Please let us know how we can help. We feel our everyday low pricing and passing along any specials and offering legitimate clearances has served us and ******* for many decades; but we are always open to ideas to better communicate our mission.

       

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 10/10/2022

       I am rejecting this response because: If it looks like a duck, quacks like a duck, its probably a duck.   Wayside  simply took  the   $699.00 "hot buy"  mattress,  and  2 weeks later marked it up (over 20%), then ran a 20% off "original low price sale) where the customer actually pays slightly more than the "hot buy" sale. This scheme is so blatant but never fear. There are plenty   of mattress stores out there. Matter of fact across the  street from Wayside is the Mattress Shop  been in business since ****. They have a comparable Sleep magic ***  2 sided pillow top  805 coil Chantille  for $579.00 but also going to check with others . My complaint still stands. 


      Business Response

      Date: 10/10/2022

      We are sorry our customer does not agree with our pricing strategy that we have been using for over 30 years. If you have any ideas that *** help both parties, we are certainly open to listening. It is never our intent to upset customers over what we beleive to be very transparent, and honest pricing on the best values we can find; even if they do indeed move and change like most things. 

       

      Wayside Furniture

    • Initial Complaint

      Date:08/31/2022

      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 June 8, 2022 my husband and I purchased a queensize Stearn and Foster mattress for $2,599 and an adjustable base for $699.00 for a total of $3525.00. The base was delivered without any brackets so the headboard leaned over. We were to told to find the brackets on our own. After three subsequent calls, brackets were delivered. Within the first week of using the mattress the entire middle part bega to sag. My husband an I personally drove back to Wayside to expressed our concerns and asked to return the mattress but were told to "sleep on the ends" and it would level off. After a few weeks of sleeping on a "sagging" mattress the adjustable base only worked intermittenly whereas the mattress would stay upright for days and then the remote would finally work and we were able to move the mattress back down. I called Wayside customer service for help to resolve this $3525.00 nightmare. I was told by the customer service rep that I could "exchange " the mattress for a $250.00 fee and that since the base was a sale item, I would have to call the company and repair on my own. I refused and asked to speak to a manager. On August 31 I finally heard from a manager who identified himself as "***" but refused to provide his last name. I asked for a full refund and it was denied. *** said, " It is not his probem that I purchased a soft mattress". We exchanged words and he hung up on me. Interesting that Wayside attacks it's custormers at the door and boasts the their phenomental products and customer service. Intersesting that I have been a loyal cusotmer for 30 years and have gotten no resolution. Interesting that I am now stuck with $3525 of junk products. Interesting that Wayside sells products they cannot stand behind. Interesting that if I would have purchased directly from the manufacturer, I would have received a full refund. BUYER BEWARE!!

      Business Response

      Date: 09/01/2022

      Thank you for forwarding **** ******* concerns. Our records indicate that we offered to send our technician out at no charge to address any issues with the adjustable base but this was declined. Wayside does indeed have a 120 day comfort assrurance plan that gives our customers up to 120 days to reselect or return their mattress. We do NOT offer this policy on adjustable bases.  We suggest waiting at least 30 days because new mattresses can take a while to get used to..think jeans, shoes etc. And of course all premium mattresses show where your body is conforming and being supported. The fee for our comfort assurance is $120 plus any transportation fees if they want us to provide that service. 

      We are happy to fix the base at no charge. We are happy to pick up the mattress for a refund or reselection less the $120 fee and $120  if they want us to pick it up (total of $240).

      We are very sorry that our customer feels that we do not value her loyalty and that she is stuck with a junk product. We are here to help. 

       

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 09/01/2022

       I am rejecting this response because:

      I was not offered a repairman to come and fix the base. I was told that ******* would 

      warranty the product and fix it. I called ******* and they did not agree.  I want at least a one year

      warranty on the base or the ability to exchange the base for one that carries a warranty.  I will accept the

      repairman to come and fix now so that the base is in working condition. 

      As for the mattress, I am willing to wait another 30 days.

      Business Response

      Date: 09/02/2022

      The adjustable bed does come with the warranty. The warranty does not exchange bases; they repair them just like a car. Our service department manager **** * can be reached at ************ m-f 9am-6pm. 

      Thank You

      Wayside Furniture

      Customer Answer

      Date: 09/02/2022

       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.

      I agree to waiting another 30 days to see if the mattress comfort improves.

      I agree to contacting ***** in the service department to repair the adjustable frame.

    • Initial Complaint

      Date:08/29/2022

      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.
      We ordered couches from Wayside and had them delivered in April of 2021. Less than four months after they started falling apart. We contacted the manufacturer because Wayside would not do anything. They tested the cushions to see if we put any chemicals on them and they were fine. The cushions were pilling so bad, starting to fray with strings coming out, wood showing out the back, now the cushions are seperating and tearing from the back of the couch and the arm rests are caving in. This is absolutely absurd that they expect us to keep these couches like this. we would like our money back.

      Business Response

      Date: 08/30/2022

      Thank you for forwarding this information. There appears to be poor communication between parites. Our records indicate that after we saw the pictures, even though factories do NOT warrant their covers for performance we offered our customer a 75% pro rata reselection towards something different OR a $300 credit AND free new cushion casings. Our records indcate that they accepted the $300 and we dropped off the casings at no charge. 

       Wayside cannot offer a refund on sofas that are now well over a year old. However, we certainly want to offer help. We will offer new furniture at employee pricing along with a $300 wayside gift card,  preferably to use on a premium brand and in leather which does not pil and tends to look good for a longer time. This offer is good thru 12/31/22. And the custoemr would beresponsible for any transort costs and witht eh understandign that no factory warants their covers for performance. 

      Thank You

      Wayside

       

      Customer Answer

      Date: 09/02/2022

       I am rejecting this response because:

      These couches have been falling apart since we have communicated. There is something wrong with how they were manufactured. We want a refund and do not want to purchase from Wayside. No one would be ok with couches of this quality. Our last couch lasted us well over 10 years. There is something wrong with how they were manufactured. We never thought they would get this bad. I would like this rectified. A service tech was here to fix an outlet in our chair and even could not believe how these looked and he was able to get the covers for us. We spent over $6000 at Wayside. None of that is being taken I to consideration. We are happy with all of that just these couches are absolutely terrible and need to be thrown out. I would like a refund for the amount of them.

      Business Response

      Date: 09/02/2022

      Wayside is unable to give a full refund on two sofas that are over a year old. If our customer is not interested in the aditional $300 towards new furniture at employee pricing, the best we can offer is a 70% prorata refund (credit to their ***** ***** 36m contract) if they return the two sofas by September 12,2022. Or we can pick them up for our normal $120 delivery/pick-up fee. They paid $850 for each sofa. Total of $1700. Less the $300 we already credited= $1400 credit plus 6.75% sales tax $94.50=$1494.50 refund. Less $120 plus tax if they want us to come pick up. OR, if they want to keep them as they  are and move on, we will refund them $1000 all in and consider the matter closed, ie taxes included in this amount  (towards ***** ***** account). This offer is only good thru 9/12/22. 

      Thank You

      Wayside

      Customer Answer

      Date: 09/02/2022

       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. We will accept the $1000 refunded towards the ***** ***** card. Thank you

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