Complaints

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

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  The Cleveland Furniture Company

  Twinsburg, OH 44087-2231

• 

  The Cleveland Furniture Co. Factory Outlet

  8888 Brookpark Rd Parma, OH 44129-6818

• 

  The Cleveland Furniture Company

  3303 Center Rd Brunswick, OH 44212-3830

• 

  Cleveland Furniture Co.

  7590 Mentor Ave Mentor, OH 44060-5419

• 

  The Cleveland Furniture Co.

  5295 State Rd Parma, OH 44134-1265

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:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recliner on 4/20/25 from The Cleveland Furniture Company in Parma. Upon completion of the purchase, we were asked to sign several pieces of of paper regarding the pickup of the chair. Steve, the salesperson, pointed to the lines but never explained what I was signing. He rushed the completion of the transaction and left the counter. We went to pickup the chair, it was close to an hour drive from our home each way to the warehouse. Once we unpackaged the chair and put it together, we noticed that the chair tilted forward when it was not reclining. It is extremely uncomfortable to sit in this way, as you feel you will fall onto the floor. We went back to the store to be told that we have to take it back to the warehouse because we signed the paper that states that. (The paper that we were rushed to sign). I asked to have a service call placed for the chair and was told that they would service, but, only if we took it back to where it was picked up at. They absolutely refuse to allow me to bring it back to the store in Parma for repair or to switch it with the one on the floor. They feel the only resolution is return to the warehouse.

  Business Response

  Date: 04/28/2025

  Dear Mrs. ************, 

  Thank you for bringing your concerns to our attention through the Better Business Bureau. Our record indicate that during your previous transactions with us, you reviewed and signed documents outlying our pick-up and service policies, including the $75 fee for technician visits to customers homes. Our records show these documents have been signed by you from other purchases you have made from us. When you contacted our service department, our team aimed to explain these policies clearly. We regret if the conversation did not meet your expectations and apologize for any frustration caused. To reiterate, you have the option to bring the item to our service center for repair at no addition cost. Alternatively, if you prefer a technician to service the item at your home, the standard $75 fee applies. 

  We strive to provide transparent and consistent service to all our customers, If you have further questions or need assistance scheduling a service, please do not hesitate to contact us directly. 

  Sincerely,

  The Cleveland Furniture Company

• Initial Complaint

  Date:09/10/2024

  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.

  Sectional couch ordered 7/21/24. At the time of purchase, the salesperson told me that the bracket on an armless piece could be removed at the factory. I asked that he call the factory to confirm. He called me the following day to say that the factory was not able to remove the bracket, but that Cle Furn Co could do the work at their warehouse & extra fabric was ordered. On 8/23/24, I called to check on the status of the couch and learned that it had been delivered to the warehouse but the fabric wasn't sent. I called back on 8/28/24 and was told that the fabric would arrive "sometime the following week." I called the store back on 9/4/24 and was told that the fabric had arrived, but no timeline to fix could be provided. The next day I was told that the warehouse didn't do this type of work and my salesman shouldn't have said they could. I've requested a timeline for completion and delivery multiple times. I also asked if I could speak to his manager and was told that his manager "would just throw it back in his lap b/c he shouldn't have made this promise." I asked him to have the manager call me anyways and was told that probably wouldn't happen. At this point, I want a commitment to having the couch adjusted and delivered ASAP - fitting within my work schedule - and by no later than Saturday, 9/21, if not sooner. If this isn't possible, I'd like a full refund for the amount paid to date for the couch and insurance purchased.

  Business Response

  Date: 09/12/2024

  All the work related to **** *********** order has been completed at our distribution center. ***. ********* has been in communication with our store and has scheduled her sectional delivery for today 2/12/24.

  Customer Answer

  Date: 09/12/2024

  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.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/2024 I bought and paid for a complete bedroom set.One of the night stands was missing. It still has not been received.I have call about 3 times and just keep getting empty promises about getting it soon.

  Business Response

  Date: 07/11/2024

  ************************* was contacted earlier today regarding the arrival and delivery of the night stand. The night stand is scheduled to arrive via truck this coming Friday, with delivery set for July 17th.

• Initial Complaint

  Date:03/08/2024

  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.

  Ordered a full leather sectional and was told that if I got the additional insurance it would cover unlimited repairs to pet damage. I paid in full on credit card $5375.16. Including the warranty and delivery. I only left the store with the receipt. A few days later I received the contract from the insurance stating that only one incident per piece of furniture was covered for 3 years. I called the store immediately and spoke to the manager I told him I wanted to return the furniture . He said he needed to speak to his boss and contacted me a few days later. He stated there was absolutely nothing he could do for me. Not even refund the insurance. I wouldn't have even considered a full leather piece unless I had a warranty on it. I am very disappointed at the loss of money and misinformation that i was given

  Business Response

  Date: 03/11/2024

  Dear **** *******,

  We apologize for any misunderstanding regarding the additional warranty you purchased. To rectify this, we will initiate a refund for the ********* warranty. Expect someone to contact you today to assist with the process. Thank you for your understanding.

  Best regards,

  The Cleveland Furniture Co.

  Customer Answer

  Date: 03/11/2024

  They have contacted me and refunded the warranty cost and canceled the warranty 

• Initial Complaint

  Date:02/27/2024

  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.

  Bracket on storage area on loveseat broke, made multiple calls and transferred to service department, was told that the part was ordered in December, it is now February 27th and we haven't heard from anyone. Called the service department today and left a message but no call back.

  Business Response

  Date: 02/28/2024

  I am writing in response to the recent complaint filed by Mr. ******* regarding his purchase of a Simon Li M155 sofa and love set on 10/28/23.

  Upon receiving Mr. *******'s complaint, our records indicate the following timeline of events:

  On 12/18/23, Mr. ******* reported a broken hinge on his set.

  On 12/20/23, we requested photos from Mr. ******* to facilitate the ordering of the correct hinges.

  Despite follow-up requests on 12/30/23 and 1/2/24, we did not receive the requested photos.

  On 1/2/24, parts were ordered based on the description of the damaged pieces, as no photos were provided.

  On 1/3/24, Mr. ******* called to check the status, and he was informed that the parts were on order.

  On 2/5/24, Mr. ******* was updated that we are still waiting for the parts to arrive.

  As of today, 2/28/24, our service team has reached out to Mr. *******, emphasizing that we are still awaiting the arrival of the necessary parts. We explained that some manufacturers, especially those shipping via containers, may have a longer lead time.

  Once the parts arrive, we assure Mr. ******* that we will promptly complete the service and address the issue with his set.

  We appreciate Mr. *******'s patience in this matter and are committed to resolving the issue as soon as the required parts are in our possession.

  Thank you for your attention to this matter.

• Initial Complaint

  Date:10/05/2023

  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.

  We bought 2 couches and the back cushions have major indentatioins. Cleveland Furniture is saying they are comfort wrinkles. . The technician says they are damaged. Cleveland Furniture is saying all their materials are bad. Interesting reply.

  Customer Answer

  Date: 10/08/2023

  Cleveland Furniture has agreed to pick up the  furniture on Wednesday October 11, 2023.  They agreed to refund my payment on the credit card I used.  Thank you for your help in resolving this issue.

  Regards, **** *****

   

   

• Initial Complaint

  Date:12/12/2022

  Type:Delivery 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 ordered a couch on September 13th they said it would take 4 to 6 weeks at the most to receive the frontier it is December 12th not only have I not received the furniture but they refuse to give me my down payment back they refused to tell me when my furniture will actually be here and every time I call they give me a different excuse of why my furniture Hasn't been shipped/ delivered /constructed. I have called several times and every time I call they give me a different excuse and they are not only extremely rude But not helpful at all. They keep telling me there's nothing we can do about it.

  Business Response

  Date: 12/14/2022

  Hello,

  We have contacted the customer and we both have agreed to refund the monies.  The monies were refunded via credit card. We had taken the customer's order but the customer wanted time to select the proper fabric. Each day delayed by the customer  in choosing the fabric delayed the ordering of the product. The delay  in ordering the product  pushed back our lead time which we quoted the customer.

  In any event, the order has been cancelled and the monies refunded.  We thank you for bringing this to our attention.

   

  *** *****

  Controller

  Tell us why here...

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair from Cleveland Furniture Co. for $559.00 on 5/29/2022, now the chair is now making creaking noises. I went to the store in person on 7/22/2022, they told me someone from the service dept. would call me by Tuesday (26th), to schedule an appointment just to look at it, no one did. I called back on Wednesday (27th) and they said he should now call by Friday (29th). I called today (1st) and they said he's off on Mondays and they wouldn't give me a number to call. I just want my warranty honored.

  Business Response

  Date: 08/12/2022

  Hello,

  Our service manager di explain that we had the wrong phone number to begin the process.  Once the phone number issue was resolved, we now have a service call scheduled for August 19, 2022.  The customer seems satisfied that we have this appointment scheduled to resolve the service issue.

• Initial Complaint

  Date:07/22/2022

  Type:Delivery 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.

  Hello, we purchased a recliner from the Cleveland furniture *** on 7/16/22 for the amount of $861. including tax and delivery. We received it today 7/22/22. When the delivery persons brought it into the house, we asked them to please take the old recliner out of the door for us, they refused saying that we did not pay for the removal fee of $50. We were shocked as no one told us about this. They asked who our salesperson was, and we told them, *************************, they said he was there a long time and should have told us. The store was called by the delivery person, and we were told nothing could be done about it. I am 67, legally blind and my wife is 67 arthritis with spinal problems, which we told them, again we were told nothing could be done. The delivery person did offer to move the old recliner to the kitchen, which is 6 feet away, but would not take it out the door to the grass, which is 11 feet away, GO FIGURE. What I am asking for is $50 compensation, since we were never told about this fee and an apology from the owner. We will NEVER set foot in that store again, and let this be a warning to others who deal with this company. P.s. "I can't do anything about the prices" seems to be a standard response from the people that work at the desk there.

  Business Response

  Date: 08/12/2022

  [BBB transcription via email from the business]

   

  Our store Manager, ***********************, phoned the customer and apologized for the mis-communication and actions of our drivers.  Per the customers request for remedy we have given the customer a $50 Gift Certificate to the store.

   

  The customer was satisfied and informed **************** that they will remove their complaint.