ComplaintsforFurniture Fair

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress and took delivery on April 23rd, 2024. I paid for removal of my old mattes and installation of the new one. The removal or installation crew hit my ceiling fan during the process, breaking off a fan blade. They hid the fan blade and did not disclose damages. The company refused to compensate me for damages and cited a waiver I had signed that said issues due to furniture size would not be covered. The mattress if installed properly would not have damaged the fan.

  

  Business response

  05/29/2024

  Hi *********

   

  Thanks for sending this complaint

   

  We spoke to *** ***** on 4/25 and apologized for the experience and the damage done to their home.  *** ***** was kind enough to research replacement parts for his fan.  He ordered the part and installed this himself.  We have reimbursed him for the cost of the fan blade.  We have also worked on additional training for the team that made his delivery to prevent this situation from happening in the  future.  We appreciate *** ***** taking the time to contact the BBB and giving us the opportunity to make things right.

  Customer response

  05/29/2024

  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. Thank you for your assistance in getting a resolution to my issue. I am satisfied with the outcome. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sectional in October 2022, it was delivered in December. I got the one year warranty, I also upgraded fabric when purchased. The sales associate (******) kept talking about how great this brand is, I made it a point that I didn’t want something cheap, I wanted the couch to last as it is a $4000 purchase. Less than a few months pass the couch is Pilly (which you can scrape to an extent) then the cushions became discolored. The cushions look terrible! In couch and ottoman which we don’t even use the ottoman, makes no sense for the discoloration. I called customer service, they said it’s probably due to the sun (which the sun doesn’t hit the cushions that are discolored) or due to my laundry detergent! However, just the cushions are in bad shape, the back part and pillows are fine, therefore, it can’t be due to laundry detergent. We never wear jeans or new pants on the couch, and the sides of the cushions where no one touches or exposed are discolored. I’ve bought $500 couches that last longer and hold up better than the one purchased from furniture fair!! When I spoke with warranty/customer service they said it’s not their problem, not a factory issue, but I can send in pictures to the factory to inform them. They were no help and could care less about helping or having decent customer service!

  

  Business response

  03/21/2024

  We spoke to Ms. ***** today. We discussed the issues she is having with her furniture. She is going to send us photos to review. Once we receive those, we will get back with Ms. ***** with options for a resolution. For now, the issue has not been resolved. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i have purchased a sofa april 2023 i reported the issue with the sofa less than 24hr after the sofa was delivered in regards to the frame being defective after multiple months of going back and forth with the company in December 2023 the decided to replace the sofa , ive been calling multiple times since delivered and no resolution this current sofa is currently sinking and defective frame

  

  Business response

  02/06/2024

  4/21/23 *** ***** was in our ******* ***** location to purchase a special order ******* ******** Sectional. This specific sectional is high maintenance in the respect that it has loose pillow backs that need adjusted and fluffy on a regular basis. It also has a deep softer seat made for casual comfort. 

  The furniture was delivered on 6/9/23. The following day we were contacted with concerns with sinking seats and possible frame damage. 6/14/23 is when we sent a service technician out to inspect and evaluate the sectional. No frame damage was found. The tech did feel that the center seat seemed less resilient than the others so we ordered a new seat core. 

  Because *** ***** called back with concerns of how the sectional was sitting, we sent all photos to the manufacturer. We discovered that the seat cores need to go into a specific spot. A diagram was received and sent the service technician back out to see if it would resolve her concerns. We found that some of the cores were cut incorrectly so we ordered the additional 4 seat cores to take care of the issue. While waiting for the parts to arrive *** ***** called back and spoke to the store manager and on August 11, 2023 we offered her to come in to reselect to something that would better meet her expectations. 

  9/20/23 We reached out to *** ***** for her to make a decision on what she wanted to do. Her work schedule was not allowing her the time to come in right away. In October 2023 the decision was made to just exchange the ******* ******** sectional for the exact same thing per the customer request. 

  New sectional came in and was delivered 12/13/23. Shortly after *** ***** called back to express that this new sectional was doing the exact same thing as the original. 1/10/24 our store manager and service manager sat on our floor models at 2 different locations and went to the customers home and sat on her sectional. They found that her sectional sits exactly as the floor samples we have that she sat on before her purchase. 

  At this point, we have scheduled a different service technician to go to her home on 3/6/24 to see if there is anything defective with the framing and support system on this sectional. No further decisions will be made until we get the technicians report back. 

  Customer response

  03/07/2024

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

   

  The first sofa, which cost the consumer some $4,0000, was defective when it was received and sunk in the middle.  The current sofa is the replacement.  It was delivered the end of December and the consumer called 13 days afterwards to complain about it also sinking in.

  The company came out to look at the sofa and did not do anything. The service person stated that it was pointless to try to fix the sofa.  He said that it is just the structure of the sofa.  He stated that the consumer should have chosen a different sofa.  The consumer contends that the floor model did not have the same issue.

  Seeing the business has directly said that the sofa cannot be fixed, the consumer wants the business to come get the unit and just refund her.  

   

  

  Business response

  03/27/2024

  As said in our previous response, we requested that *** ***** reselect to something that would better fit her expectations. However, she insisted on getting the same thing she had and is expecting it to be something different.

  We sent another service tech to look at new furniture. We could not find anything defective in it. It sits exactly as it should. At the time the tech was out, the seat casing was off being washed due to an accident that happened in her home. 

  Unfortunately, we have now special ordered merchandise for *** ***** twice which we do not normally take back and that is listed on her sale. 

  We have found no defects. We feel we have been very fair on trying to help *** *****. We are sorry *** ***** does not like what she has chosen but we are not able to take this furniture back a 2nd time. 

  Customer response

  03/28/2024

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

• Initial Complaint

  01/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered custom recliner for my husband for Christmas 11/04/23.was to be delivered 4-6 weeks. Would be there by Christmas. Since beginning of Dec, I've been calling for updates/what's going on. Was told twice that item on the way, given bogus dates it would be in. Last time I was in store, Jan 17, Dinara (salesperson) told me it was missing a small part & is taken care of, in container ready to get here on Jan 22nd. I called Jan 25, no updates, not in container for 22nd, nothing!! How long until this $1068 loss must be addressed? I would like to take that $$ & purchase floor model, instead of waiting for a chair that may be here in the future, maybe 6 months , more?? I want a recliner with the money furniture fair is holding onto.

  

  Business response

  02/06/2024

  11/2/23 *** ******* purchased a recliner from our ****** ***** location and got it delivered on 11/4/23. The chair was too small so we let her reselect to a special order power recliner with an eta of mid December with comments that delays were possible. Due to delays and lack of communication on our part, in January 2024 we refunded money paid to the finance company on the original chair. We also gave them a discount to wait for the chair and inconvenience. 

  2/5/24 The special order chair has arrived. The store manager has left a message for the customer to contact us to make arrangements to pay the balance and have the chair delivered. 

  We apologize again for the frustration we have caused and appreciate their patience while we were waiting for the merchandise to arrive. 

  Customer response

  02/06/2024

  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.  Thank you.
  
  Regards,
  
  **** *******
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a reclining sofa and single recliner from furniture fair on 4/3/23. That furniture was incredibly hard and the recliner leaned to the side. It was sent back 2days later. The second set was purchased on 4/8/23. The furniture was delivered to my home broken on 4/11/23. There have been repair men attempting to fix the furniture since 5/11/23. There was a $1,000 difference & that $1000 was labeled as an in store credit. I've spoken to the manager (Ruth) and general manager (Lori) multiple times. Originally they both said that there would have to be 3 attempts to fix this furniture before it could be replaced. After those 3 attempts they refused to replace the furniture and said they wouldn't be making any other attempts to fix. So I filled a dispute w/the bank (********). Once I filed the dispute furniture fair contacted me saying they'd try to repair the furniture again. The dispute didn't go in my favor because it's basically my word against FF that the furniture still isn't fixed. Even though the recliner is in 2 pieces, broken, in my spare bdrm. I've spoken with a manager (Tiffany) at ********* who suggested I file a complaint w/BBB. I'm at a loss as to where to go from here, so I've filed another dispute w/*********. I simply want the furniture replaced or my money back. I have no intentions on ever shopping there again, so that $1,000 credit is useless to me. FF has sent out a repair man on 4 separate occasions, to avail. The mechanisms have been replaced and it's still broken. FF has been very unprofessional during this process. I was told by Ruth that I'm sitting on the furniture wrong and I needed to sit on another side. Which has nothing to do with the furniture being broken, because, again, it was delivered broken. This is the only furniture I have. I'm disabled and have been sitting on broken furniture that leans to one side. Causing me to be in more pain. I'm just ready for this awful experience to be over with.

  

  Business response

  02/12/2024

  *** ***** made her original purchase of a reclining sofa and chair on 4/3/23. Which was delivered on 4/4/23. 

  4/8/23 *** ***** came in to reselect due to not liking the comfort of the original set. Both of these came with a manufacturers warranty to cover defects in the merchandise for one year, parts and labor. These were delivered on 4/11/23. When we arrived the chair was the wrong color due to a tagging mistake made in our Warehouse and was corrected on 4/12/23. 

  5/2/23 We were contacted with concerns that a bolt has fallen out of the chair. We sent service out within a week and replace the insert and bolt on the mechanism. 

  6/5/23 *** ***** contacted us again that the chair was leaning. Service went back out and found that the mechanism was bent and so we ordered a new mechanism and installed end of July. 

  10/15/23 *** ***** contacted us once more with same issue that the chair was leaning. Service was sent again. Although the mechanism was not bent, the seat foam has contoured to her normal sitting position which is leaning on left arm when standing in front of the chair facing it. 

  At this time we offered to replace the recliner, reselect something new, keep as is with a discount. Or keep chair and let us continue the repair process. *** ***** came in to reselect. However, personal circumstances prevented her to purchase what she wanted. So it was decided to order a new seat core, and seat overwrap to bring the chair back to original factory specs. 

  11/15/23 *** ***** contacted us letting us know that the sofa was now doing the exact same thing that her recliner was doing. Service was sent, the mechanism was bent. This is when the service technician reported that this is how the customer is using the furniture in her home, not a factory defect. We went ahead and ordered the mechanism for the sofa. 

  1/10/24 The seat overwrap and seat core for the chair, along with the mechanism for the sofa all came in. Service was sent to install all parts. While installing the parts for the chair, the tech found that the mechanism on chair was bent again. At this point in time we have ordered the replacement mechanism for the chair. It has arrived and we have service scheduled to go out 2/20/24. As there has not been any defects found on the mechanisms this entire time, this will be the final time we replace them at no cost to the customer. 

   

  Customer response

  02/20/2024

  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. I was never offered a replacement, nor discount as stated in the businesses response. The furniture defects were not caused by the way that the furniture is used in my home either. I'm disabled and not having a place to sit in my own home has caused mental and physical pain. The furniture wasn't able to be used in the home because it was broken upon the initial delivery. Also, the couch isn't having the same issues as the recliner. The recliner on the end of the couch doesn't connect to the rest of the couch. I don't know what "personal resons" they're talking about that prevented me from selecting a new set. I was told that the there would have to be 3 attempts at fixing the furniture, and if that didn't work, it would be replaced. The repair man came out and said the furniture was a complete loss and I'd have a full in store credit. I went into the store 3 days in a row attempting to select new furniture. Lori acknowledged that I had a full credit. Everything was fine until I went to finalize the sale. At that time they changed their minds saying I only had a $1000 credit with them for the initial cost difference from the first set that was purchased and the set that I currently have. And that "credit" is not actually a credit at all. Because I'm currently paying interest on that credit due to not receiving a full refund from the initial set. This experience has been awful from start til now, because again, the furniture was delivered broken and all attempts at fixing the issues have been failures.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a **** *** Power Rocker Recliner on 11/19/2023. It was delivered on 11/30/2023. The recliner worked fine for 7 days. It stopped functioning and was stuck in the reclined position. I requested it be repaired. The repair take came out on the next Tuesday. He said the "brains" were no longer functioning. He ordered a new "brain" and came back on January 2, 2024 and replaced it. One week later January 9, 2024 it failed again. Same symptoms. Technician came back out the next Tuesday and confirmed the same problem. The "main office" said the would contact the factory. They confirmed this was unusual. The factory said they would send a replacement, but suggested my outlet was the cause, and should consider a surge suppressor. **** ****** already installed a surge suppressor on our incoming line. At this point I have lost all confidence in this chair, and do not trust that the company will take it back. I would prefer that they take it back and refund our purchase price, or at the very least give us store credit in the amount of the purchase.

  

  Business response

  02/06/2024

  We exchanged *** ********  power recliner on February 1st.  We would like to apologize for the frustration caused and appreciate *** ****** working with us to get this resolved.

  Customer response

  02/10/2024

  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

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional sofa 7/18/23 at the Furniture Fair in Beavercreek,Ohio. It was delivered 8/11/23. It has had minimal usage by me and the fabric is pilling. I called the store and a technician came to my house 1/16/24. I was told that fabric is not covered by the warranty, and had I purchased the $250 protection plan it would still not be covered. This fabric is substandard and I was told that it is a common problem with this fabric. It would seem that Furniture Fair should not sell this fabric if they are aware of the problem.

  

  Business response

  02/06/2024

  7/18/23 Ms. ****** was in our Beavercreek location and purchased a special order 2 piece sectional. This merchandise comes with a 1 yr factory warranty to cover manufacturing defects. 

  1/5/24 We were contacted by Ms. ****** of concerns that the fabric is peeling and flaking. We scheduled our service technician out on 1/16/24 and he reported no defect in the fabric however the fabric is pilling. 

  Pilling is a natural characteristic of upholstery. It is caused from friction that pulls loose fabrics to the surface in small fabric balls. Using a sweater shaver will remove the pilling. This process may have to be done more than once but once the loose fabrics come to the surface the pilling will stop. A tighter weave and synthetic fabric is less likely to pill than loose weave and natural fabrics such as wools. 

  Because this is not a defect in the fabric it is not a warrantied item. However, we are ordering a left side facing and center seat casings since these two seats are what appears to have the most pilling. We are doing this as a courtesy at no charge to Ms.******* Currently the parts are due in late February. We will contact Ms. ****** as soon as they arrive and will schedule for a service technician to get out as soon as possible to get these parts replaced. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I special order a recliner in April 2023. When the recliner arrived in May it was much too small for me. I promptly called and talked to the manager Kevin B*** who assisted me with the original order. He responded that the wrong chair was ordered and that he would re-order the correct chair. When the 2nd chair arrived in June it was not electric as I had previously ordered, it did not have the adjustable headrest, nor any of the special features on the original chair. I spoke to Kevin again and was told it was not available on this chair design. I agreed to accept the chair but felt like I was owed a partial refund as it had fewer features. Kevin agreed to a reduced price of $1200 and promised a refund of $254.98 dollars. After he failed to return multiple phone calls I went to the store and spoke with Kevin on 2 occasions. The 1st time he stated it would take an additional "billing cycle" to appear, the 2nd time he stated that the request didn't go through and he would send it through again as we stood there. Refund did not appear again, and Kevin continued to ignore repeated phone calls. Request to speak to someone above his head resulted in communication with Nick D****** who responded that he would speak to Kevin to investigate the situation and then failed to return call for further response. Addition communication attempts has failed to result in any response as well.

  

  Business response

  01/08/2024

  ** ****** is correct that we did not handle any of this as if should have been.  The credit of $255.00 plus tax, for a total of $272.85, was processed and sent to ********* Bank on 1/5/24.  A copy of this transaction was sent to Mr. ******.  We apologize again for the frustration we have caused by not doing this transaction immediately and then not responding to his calls.

  Customer response

  01/08/2024

  Better Business Bureau:

  Yes the refund has been submitted, to a paid off account! So now I must wait until they can process it and then return the money to me. Another 4 to 6 weeks! This was ONLY resolved due to my persistence and repeated phone calls. So while I am not "satisfied" with the outcome I am willing to accept the resolution, and have absolutely no intention of frequenting this business ever again. 
  
  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

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The foam or whatever they used to pad this chair has worn down so bad on the right side that it is catching my arm and bruising it, pinching it, etc. when I try to raise it up. I had purchased an extended warranty on this. They came out and said that I was supposed to sit in the center of the chair. I'm right handed and am scheduled for a shoulder replacement in January. I am not an orangutan and that is the only way I'd be able to sit in the center and place my right arm on the right arm rest. I offered to come back to their store and use this as a credit toward a better piece of furniture. It is only 8 months old. Since I have to have shoulder surgery and this chair will not support my arm, I'm going to have to bite the bullet and buy a different chair from a different store. Please help me get my money back. I am a senior disabled citizen who is being taken advantage of by this business. I will have this chair here if you want to come and look at it. Thank you for your help

  

  Business response

  01/03/2024

  ** ****** purchased a power chair 1/2 that was delivered on 3/25/23.  This chair came with a 1 year factory warranty to cover parts and labor for manufacturing defects.  11/3/23 we were contacted by *** ****** and she reported a concern that one side was flattening and pinching her when closing the chair.  She did let us know she recently had arm surgery and did lean more to one side.  We sent our service technician to her home to inspect.  You could see where she sat to one side as the foam had contoured to her normal sitting position.  Also the dacron in the back was compressed.  Although this is not a factory defect, we agreed to order a new seat overwrap and dacron to bring the chair back to where it was the day of delivery.  Our service technician explained to *** ****** the cause and how to help prevent this in the future.   We ordered the parts, which we still have in our possession, however we were told by *** ****** that she was working with the store Manager and did not need them.  Per the store management team, this chair had been in her home for over 7 months when she first called.  It is not defective so the factory will not take it back.  We will stick with our original offer to replace the seat and add dacron to the back.  We are just waiting on *** ****** to call us back to schedule a date for our technician to go to her home.

  Customer response

  01/04/2024

  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.
  

  Their response is incorrect.  The complaint was lodged on 9-27-2023.  My shoulder is scheduled to be replaced on Tuesday.  If they would have replaced the "foam" used inside this chair, it would already be sagging again and bruising me.  Not a piece of furniture you need after a joint replacement.  Please just refund my money and pick up this piece of junk from my house.

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

*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. ↩