ComplaintsforStylish Home Furniture

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 29th they have my name as **** **** but it’s **** I went to the location in Northwood Ohio. Paid for an extra firm mattress was told to go to the warehouse on Reynolds Road. I drove around to the back, gave the guy the receipt and said is that an extra firm mattress, and he said yes when I got home And put it on the bed, you can put your hand and press firmly down into the mattress, so it is not an extra firm mattress so I called the Northwood office and they said there’s nothing they can do to call **** at the Reynolds Road address and he said that that’s what they gave me and I said no it’s not and he said well I can get you another mattress, but it would be more money and you can put that one to the curb I’m not satisfied with that. Apparently they don’t have an extra firm mattress for this price so then give me my money back. I told the guy in northwood ohio I want an extra firm mattress for 299.00 but that’s not want I have .

  

  Business response

  06/26/2024

   

  We appreciate your feedback regarding your recent experience with us. We apologize for any confusion caused regarding the mattress purchase and subsequent discussions about your preferences.
  
  As we discussed during your visit to our Northwood, Ohio location, we offer two different options for extra firm mattresses, each at different price points: one at $299 and another at $599. After trying both mattresses, you chose the $299 option. However, a week later, you expressed interest in exchanging it for the $599 mattress, which comes with additional features not included in the $299 model.
  
  Our policy states that once a mattress is delivered, we are unable to accept returns. In an effort to accommodate your request, we offered a $200 discount towards the purchase of the $599 mattress. The $100 deduction was to cover logistical costs associated with the initial delivery.
  
  We understand your preference for a dresser instead of paying the difference for the upgraded mattress. Unfortunately, we are unable to facilitate this as our intention was to assist you in obtaining a better mattress suited to your needs.
  
  We have not received further communication from you since our last conversation. Please feel free to reach out if you have any additional questions or concerns. We are committed to ensuring your satisfaction and appreciate your understanding of our policies.

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is not an extra firm mattress  that I received.  They are not understanding  they did not give me extra firm.  I SHOULD NOT BE ABLE TO FALL DOWN INTO THE MATTRESS WHEN I LAY ON IT.
  
  Sincerely,
  
  **** ****

  

  Business response

  07/01/2024

  I hope this message finds you well. Thank you once again for sharing your feedback with us regarding your recent experience. We appreciate your understanding of our policies and regret any confusion that may have arisen.
  As discussed during your visit to our Northwood, Ohio location, we offer two options for extra firm mattresses at different price points: one priced at $299 and another at $599. Following your trial, you initially selected the $299 mattress. Subsequently, when you expressed interest in exchanging it for the $599 model, we offered a $200 discount to facilitate this upgrade, with a $100 deduction covering logistical costs related to the initial delivery.
  While our standard policy prevents returns once a mattress is delivered, we remain committed to your satisfaction. Therefore, I'd like to inform you that you still have the option to exchange your current mattress for the firmer $299 model. You would receive full credit of $299 towards the exchange. However, if you opt for delivery of the new mattress, there will be a delivery fee associated with it.
  If you wish to proceed with the exchange, please arrange to pick up the mattress at your convenience. Alternatively, should you prefer delivery, kindly note that the associated fee will apply.
  We value your business and are here to assist with any further questions or concerns you may have. Please don't hesitate to reach out.
  Thank you for your understanding, and we look forward to serving you.

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am not paying any more monies.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Name and home address given to another customer After my material were given to another customer, the manager gave my name and address to the customer who had said items this customer and her friend arrived to my home to deliver these items after questioning these young ladies, they stated verbatim that they were given the wrong materials and was called from 3 PM till 8 PM and asked to drop off these materials at my house. These two young ladies were not a third-party affiliate but customers who were picking up material for their mother who was also a customer.

  

  Business response

  06/26/2024

  We sincerely apologize for the issues you have experienced with your sectional, where incorrect legs were placed on different pieces of the modular unit by the manufacturer. Our delivery services are managed by a third party with a rotating staff, and we prioritize the confidentiality of personal information, which is only shared with our delivery team and documented for signing upon receipt.
  
  We regret any miscommunication and dissatisfaction caused by the incorrect legs and the unevenness of the couch. Such situations do not reflect our commitment to customer satisfaction, and we strive to promptly address any manufacturing issues that may arise.

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This person and an additional person seen in the white suv are not one of the third party person's associated with this business.This person who is a customer, informed me that she was given the wrong material for her mother's furniture and was called by staff member, Tobi, multiple times throughout the day and asked to drop off the material at my address after being given my name and address. 

  Mr. ***** informed me that Tobi was on vacation and the matter would be brought up. Instead, I was offered $200 off my total price and again for someone else to come to home and fix the sectional.

   

  The third party associate that has been to my home is Mr. Frank *****

  Said person drives a red pickup truck and gets assistance from his wife and son

  I have said person's phone number if verification is needed.
  
  Sincerely,
  
  ******* *****

  

  Business response

  07/01/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience you've experienced regarding the delivery of your furniture materials and subsequent communications.
  We are currently investigating the situation thoroughly. Please understand that we have limited control over the hiring practices of third-party delivery personnel. However, we take your concerns seriously and are working to address them appropriately.
  Regarding the offer of $200 off your total price and arranging for someone to fix the sectional, we apologize if this resolution did not meet your expectations. Rest assured, we are reviewing our processes to prevent such issues in the future.
  Furthermore, we have been informed that the sectional was returned through the financing company. If there are any outstanding concerns regarding this process, please let us know so we can assist you further.
  Thank you for your patience and understanding as we work to resolve this matter. We appreciate your feedback and aim to improve our service based on your experience.

  Customer response

  07/10/2024

  
  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. 
  
  The items were donated after no assistance from the company. Educating staff on customer privacy would be a start, speaking with staff member Tobi would be ideal. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold me a junk couch

  

  Business response

  08/02/2023

  ****,

  We are sorry you feel this way. From the photos that are visible it looks like there is some ware and tear causing some runs and perhaps the stitching to come loose. Jackson offers warranty on these claims and we rarely see these types of issues from them. Great news, from our records you still have a month to make a claim. Their customer service number is 423-***-****. They handle these issues. You may be asked to give them the sku and or serial number from your couch pieces as well as provide a copy from your invoice with us.

   

  Thank you for being a Stylishome Customer!

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** the manager of Reynolds store has delayed the damaged table top scratch he and his partner delivered to my home. The chairs were assembled improperly. The table top also they stripped the screws and the table top is only held together with 1 screw, the others have fallen out. He made promises to replace the table top which he has not done. **** came to color in the scratch he made and it looks worse than it was before he fixed it. They sold me a display model which they told me was not a floor model. I went to the store again and this time **** basically told me that I was stuck with the damage and he refused to do anything about it any longer. This **** manager has no customer communication. When he visited to fix the scratch at my home he said "well we want you to be a happy customer since he made the scratch worse" guess that is just something to say to a customer to make them feel good. However, telling me that he is not going to do anything anymore and I am stuck with a damaged display model that I bought at a new price. Shame on **** for his lies. Don't believe this retailer deserves the consumer choice award nor a BBB acknowledgement.

  

  Business response

  03/07/2023

  Hello,
  
  We have been in contact with *******. We sent out a replacement table top. We also have visited his home multiple times to make any adjustments to assembly to accommodate him. When leaving everything seems to be fair and fine, then another situation or complaint arises. We did delay getting the table top because there was a chargeback claiming the goods were never received. There is nothing more we can do regarding this. The table in his home has been there for 2 years, we’ve serviced this table multiple times. The table purchased doesn’t have a manufacturing warranty, but we gladly did everything possibly to satisfy the customer. We used a repair kit initially, then later replaced the top. We’re upset ******* isn’t satisfied, but he has been very unreasonable. We urge ******* to stop by and we’d gladly give him $100 credit to use towards another table.   

  
  Best regards
  Stylish Home

  Customer response

  03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: They have lied again. They NEVER NEVER NEVER sent a second table top to me. The delivery people that were bringing my chairs back to me that was assembled  incorrectly they called me and told me that the table top they received was in brown and would not match my current dining room set. I again NEVER received a second table top. I had asked **** for some kind of compensation to take this dining room set back and trade to a new set they had I would pay the difference of what I paid for the original set to the new set. Basically **** could care less and refused to even talk about it and told me I was stuck with what I have. He would have nothing more to do with me. So basically he sold me a display model for full price that a competitor prices so he could make a sale. I proposed to exchange what I have for a new display model. **** rudely replied NO I am stuck with what I got. That was the end of our converstation. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a table and chairs from Stylish Homes Furniture in Oregon. When the furniture was being delivered I noticed damage to a cushion and several scrapes to the table and chairs. I would not let them bring it inside. I called ***** at the store and explained the situation. He assured me I could accept the furniture and a new cushion would be ordered and the scrapes would be repaired. I have emailed, called and stopped by the store and still months later the repairs are not done. I want the repairs done to my satisfaction or a full refund.

  

  Business response

  12/02/2022

  The business informed BBB that it has been in contact with the consumer.  The consumer was aware that the furniture was the floor model, so minor scratches should not be unexpected.  The business has a replacement cushion on order and will notify the consumer when it comes in.

  Customer response

  12/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  We inspected one table and it did have tears and scratches so we went to the other display. ONE CHAIR had a mark in it and ***** said he would switch that chair. He said, he would make a note on the delivery to switch the chair. There were three tables on display. 
  

   ***** agreed to fix the issues. I agreed to delivery after he promised to fix all damage. 
  **** implied in our phone conversation the marks are from tape. The table WAS NOT wrapped in anything when it was brought to my address. This is not my problem, it is poor delivery. We experienced the same on the other delivery from Stylish homes and should have learned our lesson. 
  **** also told me he would call me on Wednesday to schedule his resolution on Wednesday, Thursday or Friday this week. He said, “he would send someone out with a new cushion and the um, (he couldn’t think of the word) I helped with stain, to repair the spots on the table and chairs.” I have not received a call this week. 
  I do not accept this and instead request a total refund. If you read the reviews on their page it is obvious this company has continuously provided poor furniture, customer service and delivery. I trusted *****. 
  
  Sincerely,
  
  **** ****

  

  Business response

  12/02/2022

  Hello ****,

  We apologize for the delay. I confirmed with the stylish home team over in Oregon, they have placed an order for a cushion replacement. It's due to arrive next week, once it's received, the Oregon team will call you and schedule your repair. If you have any questions or concerns please reach out to us 419-214-0859.

  Thank you 

  Customer response

  12/13/2022

  
  Better Business Bureau:
  Are repairs happening? I haven’t heard from **** since 12/2/2022 when he called me after my last message. Sad that the BBB supports such a poor business. 
  I accept the repair promises of new seat cushion and repair of damages with stain. 
  I have reviewed the response made by the business in reference to complaint ID ********. 
  
  **** ****

*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. ↩