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:12/26/2024

  Type:Customer Service 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 paid $800 for a chair at this location. The delivery of the chair was not complete. There are pieces missing for over 30 days. I called repeatedly and was promised Eli wet of rest of chair that I paid for. It never arrived. I called today, 12:26/24 at 1200 and the owner cussed me out and said I wasn’t getting g the rest.

  Customer Answer

  Date: 12/31/2024

  I finally did receive the parts. Thank you! 

  Customer Answer

  Date: 01/06/2025

  The owner sent the missing power cord to me but it was a phone power cord that was not obviously wrong.

  Business Response

  Date: 01/06/2025

  It came directly from ******* It's the cord that powers the USB ports. This is why we don't sell ****** Furniture anymore as the level of intelligence of its customers is truly amazing!

  Call ****** and they will teach you how to plug a cord in SMH! ?? 

• Initial Complaint

  Date:09/25/2024

  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 bought a couch from this company in February of 2024 for roughly 3300 dollars. I paid this couch off in a matter of a couple of months. The couch started bowing in the middle, i reached out because it is still under warranty. The owner sent someone to look at the couch ( i had to take off work to be there). Once the repair man agreed it was broken, we scheduled another day where the repair man was to come pick it up and fix it ( another day i have to take off from work). Today was the day they were to be at my house at 9:30 am. at 10:30 no one had arrived and I hadnt heard anything, so I reach out to the owner for an explanation. The owner says the repair man had a family emergency and would not be coming. The owner failed to inform me prior, I took off a day of work to wait around an hour after they were supposed to arrive. Then I had to reach out to the owner, not the owner showing me proper customer service and reaching out as soon as he knew. I explained to the owner my frustration with having to take a 3rd day from work to fix their mistake. I explained this is terrible customer service. The owner then got his feelings hurt and told me he was no longer going to fix my couch and that I was on my own. My couch is still covered under warranty. I paid full price for this.

  Business Response

  Date: 09/26/2024

  You purchased a sectional 7 months ago. We came out to try to help you. Instead of having you deal with ****** we stated we would take care of you at no charge. Noone in the city would do this. We were paying a pickup charge as it could not be fixed at your house. Side note we have sold over a 1000 of these and never had a issue. We were picking up at no charge repairing at our store for no charge and delivering at no charge. Our fabricator had a family emergency which was on no ones schedule. Since we couldn't repair today you went ballistic. Again No one in the city would of even offered what we did. Even given free service from picking up and delivery along with the repair makes me a con artist then I will gladly where that title!
  Unbelievable!
  

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  You do not have good customer service at all. I am at will to use such terms. You should be ashamed to have your name on social media and review sites that way you do. When a buisness has a warranty policy, you are to uphold the policy. Not take it back because you got your feelings hurt by someone saying you have terrible customer service(which you do). I paid for a product \ service and did not get what i paid for
  
  Regards,
  
  ******* *********
  

  Business Response

  Date: 10/10/2024

  We offered to take care of you at no charge. The warranty is with the Manufacturer. We were doing it as a courtesy to you. When you became extremely rude as the repair date was being moved a week you went ballistic. Look at the Google review from the other customer that we were servicing the same day. She had no problem moving to the following week as she also was getting free work also We did nothing but try to help you but when customers act entitled or belittling myself or the company that is an immediate cut the cord. If you would of just acted like a normal person you would of had your sofa fixed. There is not a furniture store in town that is picking up, repairing the problem and returning to your home at no charge. Especially after purchasing almost 8 months ago! Your entitlement is what is wrong with retail today! We go up and beyond for our customers hence we will do 5 million dollars in sales this year alone. Your problem was getting handed but because it didn't get done on your time frame (entitlement )doesn't make our business one that doesn't take care of its customers. This is on you. We came out the week earlier again at no charge and determined it need to be brought back to the store. This was not a manufacturer problem but someone had jumped or plopped on the sectional. Our delivery service charges $100 to pickup and $100 delivery along with $200 to repair. So I'm really confused your complaining that a company after almost 8 months after purchasing is willing to lose $400 to take care of you but due to a family emergency the fabricator couldn't make it in so the date was pushed and you went ballistic! If this is horrible customer service it maybe time to no longer offer any service! Again NOONE in the city would do what were doing for you. Entitlement plays no part of any business!

• Initial Complaint

  Date:01/18/2024

  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.

  May 2023 purchased ********* recliner. Under a 12 month warranty. The right arm and right side of chair is broken. Not due to wear and tear . Very uncomfortable. Dealer will not submit warranty form. Jack C*** is the person that handles this. He states “ it is my responsibility “. Warranty says It is Dealer’s job.

  Business Response

  Date: 01/25/2024

  This customer purchased a ********* recliner from us earlier in 2023. She contacted us with a problem and we went to her how free of charge to help her. Unfortunately we weren't able to resolve the issue. I ask her to contact us the following week as we needed to reach out to the manufacturer. The following week she calls at 630am leaving a nasty message why we haven't resolved her issue. First of all the warranty is with the manufacturer not the store. We are always cordial and try to help our customers. When our kindness gets taken advantage of and the the customer won't follow the process there is not else we can do. She has been informed to contact ********* to resolve her issue 

  Customer Answer

  Date: 01/30/2024

  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:11/29/2023

  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.

  I went into this furniture store and explained to the man working what I was looking for and found the couch I had put a down payment on and explained the price and he said he could make a deal with a better price. I said ok tell me what you can do. He put numbers into the computer and handed me a paper. I explained to him that we were building a house and I didn’t want to finance anything. He said that’s fine, I could pay a little each month and pay it off before our house was done. He said I would have to pay $21 to hold the furniture and gave me a piece of paper to sign. There was no contract given to me or anything, just this piece of paper with the price and my signature at the bottom. I haven’t received the furniture and I called to let him know I would not be purchasing this furniture as I thought it was just a paper with the agreed price and not a contract or anything. The man started yelling at me and talking horribly to me telling me I have no choice but to buy it because all sales are final and the paper I signed, clearly states that. I pull out the paper and see it in small writing that all sales are final even though I thought this was a piece of paper with the price and not any type of contract. I explained this to him and he started yelling again telling me that I can’t just change my mind and cancel it isn’t how this business works. I asked why he was talking to me the way he was and he continued to degrade me. He then told me to take him to court and hung up on me. A week later a payment of nearly $200 came out of my account when I never agreed to a monthly payment. We agreed I would come in and pay as much as I could and pay it off before March. I feel scammed and like I should be able to cancel this and am wondering what to do. This man is a crook and completely took advantage of me in a way I didn’t even realize.

  Business Response

  Date: 11/29/2023

  Let's now get the facts that are true and accurate. You arrived in our store in Eastgate Mall right after you just left **** Furniture in Eastgate. You worked with **** for about an hour and realized our prices were significantly lower than **** Furniture on the sectional you wanted. You explained you didn't want to do traditional financing as you were closing on a house. We stated we had a 90 days same as cash program that would not hit your credit. You agreed to buy the sectional from us and the tables from **** as **** does buy here pay here furniture. We got you approved thru ****** I personally put your information into the system and you were approved. I went over the terms of the agreement, then the contract was sent to your phone to electronically sign. Let's be very clear there is no way for anyone at the store to sign your contract. It is sent via text from ****** It would only go to your phone only! You read the terms signed the contract and paid the downpayment required. You then signed the Bill of Sale which clearing states All Sales are Final! It's your signature and a copy of your driver's license. It's been almost 2 months since this transaction and now there is an issue. Noone scammed anybody. Noone held a gun to your head to make you buy or sign the ***** contract. You are obligated to ***** to pay your obligation. This is very black and white!  There are no cancelations!  If you have any further questions, please don't hesitate to call *************

   

  Jack C***

  Furniture Connection

  ************

• Initial Complaint

  Date:03/09/2023

  Type:Billing 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.

  January 8, 2023 I was shopping at Furniture Connection inside Eastgate Mall, I was working with Jack C. I was told the furniture I picked out was at the warehouse in Indiana, he would be able to have it shipped and delivered within two weeks. I agreed to the terms and purchased the furniture with special financing offered (18 months same as cash) total purchase was $2,345.29. The process itself was easy, before I left he told me he would call in a couple of days to schedule delivery. He also thanked me for not being one of those 'difficult' customers. On January 19th, I called Jack C @ ###-###-#### to get an update on my purchase and delivery. (up to that date there had been no communication). During this call he informed me that they were still waiting on 2 pieces of furniture, and he would call me the next with an update. I did not receive a call the next day or within the next couple weeks. On February 8, 2023 I received my first bill for the furniture with the due date of my 1st payment being 2/27/2023. That day I called Jack C again to find out why I was being billed for merchandise I hadn't received yet. Before I could explain the reason for my call he started talking over me and telling me they were still waiting for the chair but the couch was there. I asked him if they could cancel the chair and just deliver the couch. He then became very unprofessional and started lecturing me on the back orders for merchandise that Covid had caused. He then proceeded to tell me that if I didn't appreciate him busting his kahunas he could just cancel the order. My response was well that wasn't the intent of my call, I just don't understand why I'm being billed for something I don't have yet. He then told me I had 18 months same as cash so I shouldn't have a problem. He then said he would cancel the order. I told him to please do. He said I would receive credit in 7-10 days, as of today I have not received it. The amount is in dispute with my credit card.

  Business Response

  Date: 03/17/2023

  Refund Receipt Attached

  Business Response

  Date: 03/17/2023

  Refund Receipt Attached

  Customer Answer

  Date: 03/22/2023

  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. 
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 03/22/2023

  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. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:10/05/2022

  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.

  9/30/2022 I paid for a recliner loveseat from Furniture Finance Connection. The owner Mr Cary got very rude and started texting my husband over and over when we questioned him about missing the delivery of our loveseat . He stated in text that he would refund our money. He harassed us and now will not refund our money. We do not have the loveseat. He told my husband on the phone you acted like I raped your mother. What kind of business man acts and talks like this.

  Business Response

  Date: 10/05/2022

  We were on our way to delivery there loveseat that was just purchased Friday and was being deliveried on Monday evening as we had to go to our Indianapolis warehouse. We were just running a few hours late and told customer it maybe Tuesday but would do everything in our power to be there. After the rude text from buyer that where were we as they had been waiting all day its now 6pm We stated we would do our best to be there by 4pm. We offered a refund as we no longer wanted to do business with her. A check is being issued tomorrow for the refund. God help the next furniture store!

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Hello,

  
  

  I had to stop payment to Mr. Cary. I am still working with the bank to get my money back. This business owner is terrible. He threatened to leave the loveseat I paid for on my porch or in my driveway at my gate. I have never been treated like this. I hope that no one else has to go thru this terrible  experience like mine.

  
  

  Thank you,

  
  

  ***** ******