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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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 givenBusiness response
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 response
03/11/2024
They have contacted me and refunded the warranty cost and canceled the warrantyInitial Complaint
02/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
10/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 response
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
12/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
07/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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.
Initial Complaint
02/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sent e-mail to: ***** and *********************, ************************* On 1/31/22 I called your store on ************** since I have been a customer for 15 years. Now that we are handicapped seniors needing a heavy-duty lift chair ASAP. Over the years I dealt with *****, but he was not working that day and I talked to ***, who worked with me while I saw the recliners that would serve my purpose which were on the web. He quoted me $899. and change on the Catnapper # **** and #****. One was Graphite and one Ink. Told him after I showed the info to my wife to pick color, I would get back to him to confirm which one I wanted. Later that day, I called Cleveland Furniture to let him know, but he left early. I told the office lady to give him a message about the one we wanted. Return call next day on 2/1/22 after 10 am to confirm the phone order. He then told me that the price changed to $1129,99 plus tax and delivery. When I questioned the price adjustment, he said he couldn't anything about it because that would be the replacement cost changed by corp. He had checked the new shipment coming in but there were no lift chairs on it. I feel an adjustment should be made because it was store model, and I should have received it at the quoted price. Originally, I was going to order two recliners, but you only had available. Being seniors on a fixed income I thought going to a company whom I trusted and recommended to many would make an adjustment. *UPDATE Sat. 2/5 Received call from delivery truck stated that they had to stop for gas by would be there around 11:30 a.m. Since we had so much snow, I paid to have the delivery area cleaned. Unsuccessful to deliver recliner on promised date of 2/5 saying new (**** ft.tall) box truck would hit utility wires in our neighborhood. **** from store stating new delivery on 2/10 in smaller truck. Said he could deliver in car if I could help him. Said I couldn't because I'm handicapped. Said he would try to get adjustment on delivery cost.Customer response
03/01/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM CONSUMER 2/25/2022]]
Update to ID ********2/16/22 11am.Came out to fix recliner that has not been used. Took out motor to replace, if they had one at their shop.2/17/22 12:30pmReturned, replaced motor and a new control device. At 8:30pm, tried to use recliner and still has the same original problem. From upright position as it declines, there is a sudden drop on the right side as it goes into a seating position and then to a reclining position.2/18/22 11amCalled Cleveland Furniture and told ****** ******* that they needed the recliner problem corrected because situation is not ok. She stated someone will call back.2/25/22To date, no one has contacted me back. Feel that they sold me a $1413.70 inferior product that is a lemon. It's almost a month and we have not be able to use it.Sincerely,**** ** ***** *** **** ******** *** ***** *********** **** **********E-Mail: ******************************Business response
03/02/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 2/28/2022]]
Hello **********************,We at Crossroads Furniture, dba The Cleveland Furniture Company are responding to this "Second Notice" of Complaint ID ******** - **** and ***** ***** re chair issues.I have waited to respond because our remedy has been in progress for the past two weeks. We performed a service call a week ago where we repaired and resolved each complaint of the customer's chair issues. The customer was satisfied.A few days after our repairs , the customer called with an issue regarding the chair leaning to the right as well as some other minor issues.We have scheduled a follow up appointment for this Wednesday, 3/2/22 but we have just met and our plan is to replace the chair with a new chair that we have on our sales floor that is operating as designed.We trust that this will resolve the issue. I would have liked to have waited until we had the customer's full satisfaction but I wanted to get this response in by Monday, February 28, 2022, the deadline date for our response.We will keep you posted with the results of our trip to the customer this Wednesday.Thank you,*****************ContrtollerBusiness response
03/03/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 3/3/2022]]
Our service people did work with the ***** family yesterday. They have agreed to a swap of a new chair that is different color than the one they currently have in their possession.Hopefully, the situation should all be resolved next week.We thank you for your patience in the matter.*****************ControllerCustomer response
03/08/2022
I am rejecting this response because:They agreed to replace the chair. They have a similar chair in stock but not the same color. Was going to contact **** who was the store manager to see when the same color chair was coming in. Also, **** okayed a $100.00 credit be issued to my credit card which I am waiting to hear on both responses.Business response
03/11/2022
[[BBB TRANSCRIPTION FROM BUSINESS VIA EMAIL 3/11/2022]]
Dear *******,
- Re Case ******** **** and ***** ***** -- We have ordered a "new" replacement chair that should be in next week for delivery to the customer. The customer is aware that this is our plan. We will keep you posted how the exchange and installation proceeds.
Initial Complaint
01/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a new sleeper sofa from the factory outlet on May 23rd, 2021 for $1132.87. It was delivered in a timely manner, but it was damaged when delivered. There were torn spots in the fabric. I have been emailing back and forth with the salesman, ******* *****, about the issue and he keeps promising that a new sofa will arrive on the “next truck” and will be delivered to us. This has been going on for 8 months with no resolution in sight.Business response
01/07/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 1/7/2022]]
Hello *******,
Crossroads Furniture LLC dba The Cleveland Furniture Company is in receipt of BBB complaint letter ID # ********, customer *** *** ******r.
We have investigated the facts of the case.
It is a frustrating case!
Yes, we have promised the customer that we will deliver a new sofa. Yes, it has been 8 months. We have contacted the vendor and they are in production delays due to the container shipment backlog in ports , the covid cases etc. Basically everything effecting the supply chain is effecting this order.
We have pressed our vendor for a delivery date and they cannot provide one at this time.
We stand ready to make the customer happy.
Sincerely,
*** *****
Controller
Customer response
01/26/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 1/21/2022 AT 5:14 PM]]
Dear ******,
Your letter from the 18th of January was the first time I had communication with your office. If you sent other letters, they were not received and I didn’t see anything in my spam folder either. As it stands, after 8 months of promises that were always broken, they are supposedly delivering a new couch this week (only a few weeks after contacting you). I think that if I hadn’t contacted you, they would have still delayed delivery.
We shall see what happens if/when it arrives.
Thanks for your help!
*** *******Customer response
01/27/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 1/26/2022 AT 6:34 PM]]
Yes, it was delivered on Saturday.
Thank you!***Initial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a **************** from this company on 7/29/21. They were to be delivered on 8/20/21. The amount for both was *******. Upon delivery the loveseat was not delivered. The delivery driver said he had no idea why and he told me it was removed from the manifest. He said someone should call us Monday. I told him I didn't want the couch without the love seat and I needed him to take it back. He left the couch in the middle of my living room floor and left. The couch is not what I expected and neither is the company. I called several times to have it returned. I had to speak with several people and they said they would call me back. Days later when they finally called they said I would be charged a 25% re-stocking fee (******). There's nothing in my paperwork and contract about a re-stocking fee and this is a lot of money. Please help.Business response
09/27/2021
[[BBB TRANSCRIPTION VIA EMAIL FROM BUSINESS]]
Dear *******,
Attached is Crossroads Furniture dba The Cleveland Furniture Company check # ***** which will be mailed to ******************************* for FULL refund of all monies paid. There is no re-stocking charge.
There has been confusion and an inability of the customer to answer and/or return our calls. This full refund should resolve any and all issues.
We thank you for your time in this matter.
Sincerely,
*****************
Controller
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