Complaints

This profile includes complaints for Furniture Fair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Furniture Fair

  7200 Dixie Hwy Fairfield, OH 45014-5545

  
• 

  Furniture Fair

  8245 Springboro Pk. Miamisburg, OH 45342

  
• 

  Furniture Fair

  8850 S Emerson Ave Indianapolis, IN 46237

• 

  Furniture Fair

  4825 Marburg Avenue Unit G Cincinnati, OH 45209-5013

  
• 

  Furniture Fair

  3710 Alexandria Pike Cold Spring, KY 41076-1713

  

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:04/26/2025

  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.

  In March of 2023 I purchased a According to the saleswoman (top of the line) Rocker Recliner Chair with massager From Furniture Fair. I also purchased the extended warranty. I filed a claim in September of a possible spring issue in rocker mechanism. I was referred to The company Montage Furniture Services that sent out technician in November. He tightened bolts with screw gun in process splitting wooden framework of inner chair and said it was best he could do and left . This only took him 25 minutes! we called after he left reporting service was unsatisfactory and problem not fixed. They then set up another Appt. For January. Same guy showed back up looked in chair claimed a part was broke ordered it and left this only took 15 minutes. On April22 Montage text me asking if the part has showed up by a postal delivery. Nothing has showed up! As of April 26,2025.

  

  Business Response

  Date: 04/29/2025

  We reached out to *** ******* to schedule for one of our service technician to go out to install the new mechanism and take care of the crack in the wood frame, the appointment is scheduled for May 1st, 2025.  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  I have a stitching tear in my reclining couch. I opened my warranty claim on 9/13/23. A technician came out to look at it but told me he could not fix it because of where it was and I would need a whole new cover. One was ordered but it took 8 months for me to get my replacement part. Once I got it then I had to wait for a new tech to come out. They do not have the easiest hours to work around. Then when the tech came to install it, it was the wrong color and wrong fabric. According to my local store, my couch is not made anymore and that means neither is my fabric but here I am still waiting on something to be done. I still have a ripped couch, wrong replacement part, and my warranty expires June of 2025. I have been in contact with the manager at my local store but it seems like I am getting no where and I will be either stuck with a ripped couch or a couch with a wrong cover on it.

  Customer Answer

  Date: 04/10/2025

  Hello, 

  Since reaching out to you the company has agreed to make it right and they are replacing my couch. I wanted to let you know immediately. 

   

  Thank you! 

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

• Initial Complaint

  Date:03/17/2025

  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 a leather love seat on 7/28/24 from Furniture Fair. It was delivered on 9/11/2024. Within a week I noticed that the one side of the seat was going flat. Joe from Furniture Fair has been very nice and has tried his best to rectify the situation. He came to the house to inspect and agreed there was an issue on 10/2/24. Since than he has been to my home 3 more times. The last time being 2/25/24. The cushion has been replaced but is still going flat. The two sides of the love seat do not line up in the middle and even the back of the one side is going flat. I would like my love seat to be replaced but not with this particular brand of love seat. I have bought other furniture from Furniture Fair in the past and never had an issue. I am so disappointed. I hope you can assist me before my 1 year warranty is gone. Thank you.

  

  Business Response

  Date: 03/18/2025

  We have been in contact with *** **** this morning, we have allowed her to come in and do a re-selection on her loveseat. 

  We greatly appreciate her patience throughout this process.

   

• Initial Complaint

  Date:02/13/2025

  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.

  Furniture Fair ********** store **** ************ ** ************** ** ***** On 1/21/23, we purchased a ***** power, reclining sofa, loveseat, and rocking recliner. I paid 2000 down on my ***** credit card. I financed $8000.44 on a Furniture Fair credit. The sofa and rocker reclining were delivered on 2/10/23. The sofa was damaged upon delivery. The sofa had two deep double in intentions across the entire front of the sofa, and the cushions on the sofa were flat. The delivery guy Marcella took photos of the sofa and texted to store. Steve came on 5/26/23 to add a lot of stuffing in the sofa. Meanwhile the stitching was also coming out of the sofa. Steve could not repair the stitching. Steve the repair guy had to order parts for this issue now. Steve also said it was a bad design.As of 11/28/23 the parts for the sofa were not in. Julie said parts should be here on 1/18/24. The parts still not in. The back of sofa on the right end also started squeaking so badly in the first 5 months, it sounds horrible every time you move, very annoying. The loveseat had been delivered 4 different times, all were defective. The entire console fell right out of the last loveseat delivered. Every loveseat had a big 3” gap on the right side as you can see. I still don’t have a loveseat. The salesman Christopher N***** told us this is the top of the line Italian Leather, frame. Very well made in Germany. We had flipped the sofa over the rug to find remote and saw the stickers underneath the sofa, saying this was made in China, Hong Kong, at the ******* co. This is poor quality furniture. I want a refund of $10000.44. I have tried multiple times to deal with furniture fair, and was told I will not get a refund. I also called and spoke with Marvin sales guy at furniture fair 2/13/25, Marvin told me the leather is top grain not Italian leather. I have disputed my account since 2/2024. Don’t want to payoff until resolved. Don’t know what else to do. Please help! Sincerely ****** *****

  

  Business Response

  Date: 02/17/2025

  Per our last response sent to the Attorney General on 12/24/24, *** ***** purchased a sofa, loveseat and recliner from our ********** location on 1/21/23. This furniture is a container product from ***** ** and came with a 1 year factory warranty to cover manufacturing defects. 

  We acknowledge there were issues with the loveseat on the original delivery. The gaps between the console and seats, although some gapping is normal, was excessive and the item needed to be exchanged. There were issues with the exchanged loveseat as well and it was done a 2nd time. 

  10/9/24, we were contacted about seams coming loose on the seats of the sofa. Our service technician was out to the home on 10/11/23 and found that the seams were fine, the decorative stitching had been pulled and broken in a couple areas. This is not a defect, rather something that happens from usage. The technician repaired what he could and we ordered a new seat for the sofa. 

  *** ***** was not happy with the merchandise and on 10/31/23 we offered to let her com in and reselect different merchandise. She refused the offer and told us she was contacting her attorney. 

  We were waiting for the new seat to come in, updating eta's as we received them from the factory. The part arrived early February, the service technician called to schedule an appointment and she refused to schedule service. She sent a dispute to the finance company and when we called to speak with her and get the service scheduled, We ended up ending the call due to inappropriate language and her stating again she was going to get with her attorney. 

  We are sorry she is unhappy, however, the issues with the fabric on the sofa is not from a defect and she would not let us fix it. We feel we have attempted to resolve her issues. Unfortunately there is nothing else we can do for her. 

• Initial Complaint

  Date:12/30/2024

  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.

  Purchased Sectional @ a sell Furniture Fair was having, Received the sectional the end of Oct 2024. had not really sat on the couch for about 2-3 weeks due to being out of town. When I did sit down, I found that there was a slice(cut) in the couch. "Appears" to be from cutting off plastic or something to that nature. When I purchased the couch, I purchased a 2-year warranty. I filed a claim with "Montage" were the warranty from Furniture Fair is through and they quickly denied the claim, with no explanation.

  

  Business Response

  Date: 01/10/2025

  *** ****** purchased an as-is sectional from our Clarksville IN location 10/4/24. He picked this up on 10/12/24.  Since this came with no factory warranty, he purchased a 2 year plan that would cover specific manufacturing defects in the merchandise.  The cut in the fabric is not a manufacturing defect, so it would not be covered by the plan he purchased.  There are no parts available thru the manufacturer so we are unable to get the part needed to make any type of repair.  We have one of these sectionals at our **** ******  **  location and although the power does not work on the raf piece with the damage on it, the fabric is in good shape.  We would like to pick up the damage item and bring the one from our **** ****** location to our shop and have them make 1 good one out of the two.  1/2/25 we left a message for *** ****** to call us to discuss options and we have not heard back from him as of yet.  We will try again to contact him the first of the week to see if we can get this resolved.

  Customer Answer

  Date: 01/10/2025

  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. Yet I have not been contacted. If I missed the call and my Voice Mail was full, I apologize. They can also text my number ###-###-####, email me as well @ **********************.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:10/15/2024

  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.

  Bought a 5 year warranty purchased the couch on 2/17/2021. Noticed in august of 2024 leather was peeling. Filed a claim with ******* and they said leather is not covered that it was normal wear and tear.

  

  Business Response

  Date: 10/22/2024

  We spoke to *** ******* about the issue with her sofa. The protection plan she purchased does not cover cracking and peeling and it is out of the one years manufacturing warranty. The new seat is available from the factory, however it comes from overseas and would cost the customer approximately $400 to purchase. *** ******* declined the offer to purchase the new seat. 

  We understand she is disappointed and upset however this option is the only one available. 

   

  Customer Answer

  Date: 10/22/2024

  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.

  
  

  
  

  This furniture was in replace of another set we had purchased at furniture fair that had also had the leather peeling.  It was traded in plus we paid more money.  I was told purchasing the warranty would cover the leather.  I will never buy anything from them and will not recommend their product to anyone.  The couch is a little over 3 years old and leather should not be coming apart.
  
  
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 10/30/2024

  No work order said it was not covered.

  ******* *****
  C) "Administrator" means ******** ***** **** ******* ***** *** ***** **** ***** ******* ** *****, ###-###-####.

   

  

  Business Response

  Date: 10/30/2024

  We have attached the photo of the cracking of the vinyl between the seats.  It is not a seam issue and the protection plan  under Misc Exclusions item number 3 specifically says: surface scratches, color loss or cracking and peeling on any type of leather and/or vinyl.  The cracking cannot be repaired without replacing the entire seat casing and unfortunately that would be *** ******** responsibility to cover any costs for parts and repairs to be made.

  Customer Answer

  Date: 10/31/2024

  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.

  
  

  
  

  Warranty states:  2. REPAIR PLAN:
  4. A) Coverage: In return for the payment of the Agreement Price made by You, We will provide the following coverage:
  2. Mechanical and structural breakdowns to fabric, leather, vinyl upholstery or solid surface furniture as a result of:

  Checking, cracking, bubbling or peeling of finish caused by a specific incident. 

   

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

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising 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.

  I contacted Furniture Fair via their website contact form to ask to be removed from marketing spam in my mailbox or how to do so. I have yet to get any answer on that, frankly probably never will. But amazingly without any form of tickbox on their contact form to opt-in, I've already started receiving spam promotional emails from them simply from trying to contact them to remove an address from the mail flyers.

  

  Business Response

  Date: 10/01/2024

  We have spoken to ** about removing him from our mailing list and emails.  We have sent the information in for him to be removed from our mailing list. However, since these are planned out weeks in advance, he may still receive whatever promotional mailers have already been processed.  We are still researching whatever spam emails he is receiving, as our "Contact" tab is not directly linked to email system we have in place.  Our records show he opted out of emails in 2021 and that has not changed on our end.   We have left a message for ** to call back when he gets a moment to see if we can get more information on exactly what he is receiving.  We appreciate ** letting us know of this issue so we can get it resolved. 

  Customer Answer

  Date: 10/02/2024

  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:07/09/2024

  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.

  4/20/24 I bought a recline, It was a floor model, bought the insurance for 2 yr for floor models. I did check my $$ receipt. But I did not read all the print. Received my chair on 4/23/24 A few days later I noticed the cushions, seat and back didn't feel the same. I read the papers in case I needed to file a claim. I read: As is-No Service/Refund/Return..none of those terms were ever mentioned while I was in the store or during my purchase. I should have read it. Had I read it I would have never left the store My mistake: trusting and believing Furniture Fair employees as I have in the past years. Within the first week the padding started breaking down. The filling is collapsing I went to the store, my salesman Arron, no longer works there. I was told the manager was not there. I called the store, the women told me the manager was in a meeting and he would call me back. Two days later I called and was told I have to call the insurance plan. I have never spoken to the manager! I called the insurance and sent the information they requested. After a few days I got a denial letter, saying the damage is not covered. . Went to the store, spoke to Kris, (a manager filling in, from the a Florence store) I told him my complaint. He told me my chair was new, out of the warehouse, not a floor model. He said he would call the insurance himself, if that doesn't work out I should get a new recliner like mine or a new different recliner, this will get resolved. He said that if I didn't hear from him call his personal cell phone; on back of his card. I called several times, leaving messages - NO RETURN CALLS. I called the number on the front of the card, he wasn't there and called Kris again, and always leaving messages. NOTHING!! Emailed Manufacturer they emailed saying I should work with the store about the polyfiber and the fabric flaw. They only deal with warranties through the company. I feel I have been misled. Can't trust Furniture Fair after over 40 years.

  

  Business Response

  Date: 07/30/2024

  We have talked to ** ******** concerning her chair.   We have a service technician scheduled to go to her home on Saturday 8/3 to evaluate the chair and let us know what is needed to bring back to factory specs.  Hopefully this will help the comfort of the chair for her.    Once our technician has reported back his findings, we will contact *** ******** with some options of where we can go from there

• Initial Complaint

  Date:05/21/2024

  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.

  The Sales Manager used misleading and deceptive sales practices to induce me into signing up for a Protection Plan on a new sofa. The Sales Manager offered me a free protection plan with my new sofa in exchange for signing up for a Protection Plan. The Sales Manager is giving out misleading price information to induce customers to sign up for a Protection Plan in violation of Section 1345.02 of the ORC pertaining to Deceptive Consumer Sales Practices. Therefore, I'm requesting a timely refund of $120 My sales order number is ***********.

  

  Business Response

  Date: 06/12/2024

  We have contacted *** ***** concerning the protection plan purchased on 4/6/24.  Because there seems to be so much confusion and misunderstanding on this, we are canceling the plan and mailing *** ***** a refund check for $119.99 plus tax.   We apologize again for frustration caused trying to get this settled and appreciate her giving us the opportunity to straighten it out

• Initial Complaint

  Date:04/26/2024

  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.

  We purchased a reclining couch on 9/05/2023. We also purchased the extended warranty at the same time. The couch was delivered about a week later. We noticed the middle section was a bit off, but thought it was supposed to be that way. In January, one of the recliners started having issues. We contacted the company and made an appointment for service. The appointment had to be rescheduled due to the only person they have to look at the issue couldn't make it. When they finally came out to service the couch mid February, we were surprised the issue wasn't going to be fixed immediately. Instead, parts had to be ordered and another appointment scheduled for the actual repair. We were not told any of this until we had to call for an update over 2 weeks after the service call. At that time we were informed the parts were ordered and the couch would be picked up and taken to their shop for repair because the frame issue we thought was normal was going to addressed. After hearing this we became very disenfranchised with this company. Not only were we 2 months past the initial service request, but we now had a piece of furniture that was continuing to get worse as time went on. This was relayed to the company over additional phone calls. No one cared or offered any resolution besides waiting until nearly June for repair to start. At this point we have zero faith this company will ever repair their lemon of a couch and want a full refund of the couch and warranty we purchased. We will gladly bring the couch back to the location we purchased it from and wash our hands of the entire issue. I wish I had taken a look at the BBB complaints before spending any money with them.

  

  Business Response

  Date: 05/08/2024

  *** ******** purchased a sofa from our Northgate location that was delivered on 9/9/23. This sofa came with a manufacturer's warranty that covered parts and labor for the 1st year. 

  We were contacted on January 15, 2024 with a concern that one side of the sofa was sticking and catching when reclining. 

  We scheduled for our service technician to go out to inspect the merchandise on 1/31/24. Due to a family emergency with our service technician and then to follow with a death of a family member we had to reschedule *** ********** service appointment twice. The service technician did go out on 2/14/24, he found that the mechanism was bent on the right side which caused the initial problem. We ordered the part from the manufacturer which is a container item coming from over seas. Unfortunately, these parts can take approximately 90-120 days to come in. 

  We have spoken to *** ********, let her know we have a mechanism for her sofa and have scheduled for our delivery team to pick up her sofa on 5/9/24 to have the part installed. Our in house shop will be installing the part along with addressing the issue with the frame on the center back that has been leaving a gap between the cushions. All the work will be completed and the sofa will be redelivered to *** ******** on 5/16/24. 

  Per *** ********** request, we have also canceled her ******* Protection Plan and have processed a check refund request that will be mailed to her. 

  We understand her frustration with the process and appreciate her working with us to get this resolved. 

   

  Customer Answer

  Date: 05/08/2024

  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.

  At this time, I cannot and will not accept the action the company is taking. Until the sofa is repaired back to factory condition I do not have any faith in anything this company states. We are going on nearly 4 months since the initial call was made. Which was only 4 months into us owning the sofa. I do not feel this company cares one bit about retaining customers or standing behind their products. If this is not fully resolved with the repairs they are making, I expect a full refund of the sofa. We will gladly take it to the location it was purchased from to achieve this should it be necessary. The company is well aware we were repeat customers, that my entire family had been customers for years, but no longer. All they needed to do was take a little more consideration into how they treat a customer who spends their money on products in their stores and none of this would have been necessary. 

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

  

  Business Response

  Date: 06/03/2024

  Our shop installed the new mechanism and adjusted the backs to close up the gap.  The sofa was redelivered to ** ******** on 5/16/24 and the photos taken look like everything was ok.

  Customer Answer

  Date: 06/07/2024

  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.
  

  There is still a 'catch' in the recliner section when it is out back down. The sofa has not been fixed completely. I have not been contacted by the company since the initial arrangements were made to review the work that was done or even ask if the sofa was fixed to our satisfaction. I have not contacted the company since we have been dealing with a serious illness.

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

  

  Business Response

  Date: 07/19/2024

  We have had service to *** ********** home and her sofa brought into our shop to inspect and evaluate it for factory defects and to replace a mechanism that was bent.  We redelvered the sofa and have photos showing everything was taken care of and the recliner was working fine.  We did not hear from the customer about an issue with this until we received the BBB response.  The sofa is still under the factory warranty that states they will repair or replace parts that are defective or the whole piece if not repairable.  We sent a 2nd technician to their home on 7/15 to re-evaluate the sofa and the technician found no defects in that actual construction and frame work on the sofa.  The right side mechanism was bent again and the factory has chosen to send a new mechanism.  We have ordered the new mechanism, that does take some time to arrive since it is a container item coming from overseas, and we will   install it as soon as it arrives.  Although factories replace bent mechanisms in the first year without question, the cause of a mechanism being bent is rarely due to a defect in the product and is usually caused from something that has happened in the home.

  

  Business Response

  Date: 07/25/2024

  I do hope these photos are in the correct order.  I will be sending a 2nd set showing what it looked like after our shop fixed the gap and replaced the mechanism and all was working fine.

  Customer Answer

  Date: 08/05/2024

  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.

  Yes, the shop improved the gap. Also yes, the mechanism was working BETTER, but still had a catch when raising and lowering the recliner. The delivery team was informed of this. Due to health issues and hospitalization, we were not able to contact Furniture Fare again to inform them of this. That was obviously an error on our part. Once we were able to make contact with Furniture Fare through their website it took a number of days for them to contact us back to again request someone to either repair the lemon product they sold completely, or we wanted a refund of our money. The couch is still less than a year old and should not be breaking. We felt a refund was justified due to the initial problem starting 4 months after owning the couch. Reading through similar complaints to ours, it is quite obvious Furniture Fare does care one bit about their customers once they have paid out their money. A different service tech came out to exam the recliner, and showed me exactly where the problem was. The mechanism that was supposedly already replaced was rubbing on the metal frame and would have to be replaced AGAIN. I don't know if they ever really replaced the piece in the first place. So now we sit wait AGAIN on a part to be sent from overseas. Which will very conveniently arrive AFTER the warranty expires which means Furniture Fare can wash their hands of the entire mess since they will no longer be required to fix anything. With everything we have gone through with this, I am convinced this was the end goal all along.

  Regards,

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

  Customer Answer

  Date: 09/23/2024

  There has not been a resolution to this ridiculous issue which could have been resolved months ago if the company cared about their customers and issued a refund as requested. As it is, we are stuck in limbo with a piece of furniture that only continues to get worse while a magical part comes from a far away land. Said part will conveniently arrive well after the warranty has expired leaving us no additional recourse other than spending additional funds to take a huge company to small claims court. Utterly,  and totally disgusting way to do business.

  

  Business Response

  Date: 10/01/2024

  We have the mechanism to make the repair and it is scheduled for our service technician to go to her home on Monday 10/7.

  Customer Answer

  Date: 10/03/2024

  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.

  I will not agree to close this complaint until the couch is in full working order. Not that it matters any longer since Furniture Fare has stalled long enough for the warranty to expire.

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

  Customer Answer

  Date: 10/09/2024

  The mechanism that was supposedly changed in May was finally changed out on 10/7. I still find it quite amazing that nearly immediately after my last update the part was miraculous found to change out the defective piece. While I will agree to close this case, it is worth noting we should never had to involve the BBB in the first place had Furniture Fare done what any reputable company would have and stood behind their product and issued a refund or repaired the piece within a reasonable timeframe. As it is, we are now 9 months from the original phone call and the couch is now out of warranty quite conveniently. I hope our experience can serve as a huge red flag warning to any potential customers to run, not walk, back out the door and never give them a penny. Thank you to the BBB for your help in this case. It is much appreciated.