ComplaintsforFurniture Cart

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A recliner sectional sofa was purchased with the following order details:Order #: ********* Date: 11/16/2021 Total: $3,055.20 The recliner was delivered in December 2021. However, less than a month later, on 1/10/2022, the left armrest came off. They did send a technician to repair it, but this issue occurred due to the poor quality of the recliner. The armrest was secured with staples, which is why it came off. It was a result of poor design and lack of quality control, making it a clear manufacturer's defect.In September 2022, the button switch for the power recliner, located on the side of the cushion, started to get squeezed every time someone sat on it. Eventually, it came off. They denied my warranty request, stating that it was not a manufacturer defect. I had to remove it and fix it myself. However, the reason it came off was also due to poor design and lack of quality control, making it an undeniable manufacturer's defect.In November 2022, the support beam under the cushion broke because it was too thin and not strong enough. I took pictures and videos and sent them to the company, but I received no response for five months. Despite my numerous attempts to contact them via email and phone, they ignored my requests. Finally, in May, I managed to connect with them, only to be told that it was denied because the manufacturer claimed it was not a manufacturer defect, which is clearly false.All of these issues were clearly caused by the poor quality of the product, and Furniture Cart refused to honor their warranty. If the recliner is not designed to be sat on, then what is its intended purpose? It is evident that these issues are a direct result of manufacturer defects, and their denial is simply an attempt to avoid responsibility.If I can solve this way I will file a small claim against them.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am writing regarding my order # *********. My order arrived with water damage, broken glass and a few misaligned chairs. The items were left at the front door and upon bringing in and assembling we noticed a few issues. The glass on the table top is cracked, two chairs have water damage and two other chairs wobble as the holes are misaligned. We have tried several times to have the issues fixed with the company but they have failed to do so. ****, is highly rude and even hung up on us when we asked for a manager to help assist us. I would not suggest this company to anyone.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 2 beds in August 2022 and still have not received despite a 2-4 week time frame on website. *** tracker said September 23 and I have still not received my furniture. Customer service is unresponsive and rude. You're not presented with any options but a restocking and shipping fees; even though you're not in receipt of your order.

  Business response

  09/29/2022

  *********************,

  Thank you for providing feedback regarding your purchase. We understand your concern and apologize for any inconvenience.

  Please know that we do provide an estimated ship time for our products, at times it can be longer than 2-3 weeks. We do our best to ship all orders out in a timely manner. It appears our carrier, ******* ******* also experienced a delay in their delivery process with you as well. Moving forward, this order was successfully delivered to you on September 28th, 2022 - the delivery receipt will be uploaded.

  We hope you are enjoying your furniture! If you have any further questions or concern, please do not hesitate to contact us.

  -Furniture Cart

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 5, 2021 my wife and I purchased a Kanwyn Bedroom Set from Furniture Cart via Order #*************** in the amount of $2700.61. We were told at the time that estimated time of arrival to us was 8-10 weeks. When it came closer to time, the estimated time of delivery was extended to May, then June. My wife received an email on June 8 indicating that due to inflation and freight surcharges that the cost had increased "substantially" and that we needed to agree to pay an additional $665 in order for them to proceed with our order. I called them and explained that we ordered this over 7 months ago at an agreed upon price in which our credit card was preauthorized for, and that I expect that they honor the price advertised on their site to which I got - we can't and won't. You have to pay the additional amount or the order will not be released. I would think that once I receive a confirmation for my order, the price is firm! I asked to speak to a manager and was told I would have to email them as they were working remotely. I have sent an email but have received no response.

  Business response

  06/10/2022

  Dear ******* & *****,

  Thank you for filing your complaint with the Better Business Bureau. We understand your concern and apologize for any inconvenience this order may have caused you.

  We confirm that you made an order with us on 11/05/2021 for the Kanwyn Storage Bedroom Set. This set is very popular and constantly on a back order with the manufacturer (****** furniture) it is out of our control as the retailer on how long the order takes to ship. Due to Covid interrupting the global supply chains, there is much more demand than supply available to sell at the moment with furniture. The manufacturer has increased their cost on this bedroom set and we must do the same in order to be able to fulfill this order. These are the circumstances most businesses are dealing with as the inflation rate in our country is the highest it's been in the last 40 years.

  Also, thus far you have not been charged any funds for this order. Our website does state that pricing can change at any time, in the event you are not okay with the price increase we would understand your reason to cancel this purchase. Do not hesitate to contact us if you have any further questions or concerns.

  -Furniture Cart

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  When we started to install the table today, we found the whole table surface cracked & scratched. We did not report this problem when the shipment was received because there was no way to inspect the table surface during that time. We emailed and called your company to have an arranged delivery day because this table was being delivered to our second home, which we go to only once in a while. Unfortunately, the furniture was still delivered outside of the promised window, and we could not continue to wait due to other scheduled engagements. The only option we had was to ask our neighbor, an elderly, to help us receive it. She opened the box to inspect the content, but she was not able to turn the 300-pound table over to inspect the surface, even with the driver's help(the driver refused also). She signed for it with the trust in your company's reputation. Today, we went to our second home and turned the table over with three men working together. We found the table surface cracked & scratched. We thought that your company would stand behind your product and service have given your reputation. I urge you to reconsider your denial and provide a full refund as any responsible company would do.

  Business response

  05/31/2022

  ******,

  Thank you for writing a complaint to the Better Business Bureau. We apologize for any trouble this order may have caused you.

  Our records indicate that this order was delivered to you on 03/25/2022, the delivery receipt was signed that the merchandise was received in good condition (we will upload a copy). Our policy states that if your item(s) are damaged you can either refuse the delivery or notify Furniture Cart within 14 days if you accepted the delivery. Your complaint about damages was not filed until 05/18/2022.

  The reason we are unable to refund or exchange the merchandise is because the delivery receipt was signed that you received the furniture in good condition. The shipper (Furniture Cart) and the carrier are no longer liable for any damages that can occur while the table is in your possession. Also, based on the pictures you sent us, the damage is not a manufacturer defect or craftmanship issue therefore it is not covered under warranty. The pictures indicate that the table was most likely dropped when being moved which cracked the marble.

  We have fulfilled this order as promised. It is the customers duty to follow directions in our policies regarding damaged goods. Please do not hesitate to contact us if we can further assist.

  -Furniture Cart

  -Furniture Cart

  Customer response

  07/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I put the requirement for delivery period time. You agree with that time and I have your confirmed the email to support. Also in that email only require someone to sign the delivery to accept the delivery and no mention it that signature must be accept in good condition. That's why we let neighbor just signed for the receiving. I don't know that you play the trick for the receipt let the people even don't know the English without any explain to her and let her signed the receipt. This is business cheating. Also I sent a certified mail to your company and required the return card signature. Why you refuse to if you think you are all correct. Please explain to me.

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

  Business response

  07/29/2022

  Dear ******,

  Thanks for your response. We explained multiple times why we are unable to assist you further with this issue. Respectfully, we are not obligated to answer any further questions regarding this matter.

  -Furniture Cart

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a king bed from this company in August of 2021 for 1200 dollars. The shipping date kept getting pushed back so in November our order finally came, but the package was damaged. After calling them to replace to broken package, they said they would get us a new bed. Again after multiple shipping delays, constant emailing and calling to check on our shipment we finally got the replacement bed on April 28th of 2022, 8 months from when we originally ordered. This order came in multiple huge, heavy boxes that were wrapped up at the time of delivery. We got our package, started opening the boxes and again the bed was broken. So now we have received 2 broken shipments and we still don’t have an intact bed after 8 months and 1200 dollars. We have called the company to get a resolution multiple times over the span of a week and have been met with rude associates who have placed us on hold, or have told us they would “call us back” and never did. Finally after multiple emails and calls, they refuse to give us our money back for this broken bed and major inconvenience. They say they are unable to give a refund because we did not unwrap each box when the delivery driver was present and see that it was broken before he left, which is extremely unrealistic for anyone to do before a delivery driver leaves. This company seems like they are scamming people out of products and money. They have offered us two options. The first is to give us 30% back and for us to keep a broken bed, which makes absolutely no sense. We paid 1200 dollars for a bed, why would I want to pay 800 for a broken one?? The second option is for them to send us a replacement piece for the bed. Seeing that this order has taken 8 months to receive, I’m assuming that the replacement piece will probably take just as long. So now we will be out of a bed for however much longer until they send us a new piece because they refuse to be an honest company and just refund their mistakes.

  Business response

  05/18/2022

  Dear Ashley,

  Thanks for providing feedback regarding your purchase. We apologize for any inconvenience this may have caused you.

  Please understand we are just the retailer. The Olivia Panel Bed (White) (King) you ordered was not in stock at the time you made the purchase. Due to Covid interrupting the global supply chains, shipping times are taking much longer than anyone has expected. It is out of our control how long it took for the bed to ship to you and then to acquire a replacement. If you were unable to wait you did have the option to cancel at any time without any fees / charges assessed.

  Also, we do have a claim open to get you a replacement footboard for your most recent delivery issue. The damage complaint shows a hairline crack in the footboard which does not prevent the rest of the bed from functioning. This is considered cosmetical. Either way, you will get a brand-new headboard and we will fulfill our duty to complete this order without any damages. Due to the fact you signed the delivery receipt (uploaded to BBB) received in good condition, we are unable to offer any further credit / compensation for this issue.

  If you have any further questions or concerns, please do not hesitate to contact us directly.

  -Furniture Cart

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was assisted by one of the Cust Serv reps to order a desk over the phone and she ordered the wrong product number and when I received it I was told it was my fault and would not be refunded or even given any type of credit or assistance ordering the correct item!!

  Business response

  05/18/2022

  Dear *****,

  Thank you for providing feedback regarding your purchase with us. We apologize for any inconvenience this order may have caused you.

  After reviewing your complaint, we can confirm that you received the correct merchandise which was ordered. Even though you placed this order over the phone with a representative, we have sent you a detailed order summary containing the product name, SKU #, price and etc. If there was an error made, it would be the customers responsibility to inform us prior to the order shipping. Also, if you noticed the wrong item being delivered, you have the option to refuse delivery with the carrier but instead you accepted the shipment and signed that it was received in good condition.

  Due to these reason we are not able to assist you further with an exchange. If you wish to place another order for a desk of your preference we would be more than happy to work with you. Please do not hesitate to contact us if we can further assist.

  -Furniture Cart

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered furniture online - came out of box damaged with scuffs on furniture, broken towels and desktop coming apart from rest of desk Manufacturer basically called us a liar and said we damaged it Manufacturer obviously has no desire to correct its error

  Business response

  04/14/2022

  Dear *****,

  Thank you for shopping with Furniture Cart. We understand the reason for your complaint and apologize for any inconvenience this order may have caused you.

  Our records indicate that you accepted the delivery of this order on 04/01/2022. The delivery receipt (uploaded to this complaint) was signed that you received the furniture in good condition. There were no notations of any damages. In accordance with our shipping policy, the customer has the option to refuse shipment at the time of delivery if not satisfied with the product or accept delivery and notate the delivery receipt of any problems such as damage. This way the customer would not be liable.

  Since your delivery receipt was signed received in good condition, the shipper (Furniture Cart) and the carrier (* ***** *******) are no longer liable for any damage that may occur once the furniture is in your possession. The manufacturer has reviewed this claim and denied it based on the fact the damage you reported is not a defect or craftsmanship issue.  Based on the pictures you sent, it shows that you are using this furniture as intended without any problem. Because you discarded of the original packaging, we were unable to offer the option to return this order since the furniture is now used by the customer.

  Due to these reasons mentioned, Furniture Cart was unable to accept responsibility for the damage to your desk. This claim has been denied & closed on our end. Please feel free to contact us if we can further assist.

  -Furniture Cart Management Team

  Business response

  06/06/2022

  Dear *****,

  Thanks for your response. Furniture Cart will stand firm on our previous response and look forward to addressing any further complaints. No "fraud" has been committed in any matter; we encourage the customer to abide to our polices as agreed when placing an order.

  -Furniture Cart

  Customer response

  11/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  1) Still have damaged deesk

  2) still have not received compensation for the damaged desk

  3) still have not even received acknowledgement of the fault of vendor

  It is fraud to sell damaged items without informing customers of such damage

  As I previously stated, I hope anyone who reads this will not do business this company - 

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

• Initial Complaint

  02/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 4, 2022, I placed an order for a China Buffet with Hutch for the cost of $2234.10.Delivery was promised for 4-8 weeks. On February 7, I received an email that the merchandise was back ordered and would be delivered mid-August, to which I agreed. On February 15, I received a phone call repeating the delivery date to mid-August, but also raising the price to $2414.10, an increase of $180. I told the representative that I would have to talk to my husband. They sent me an email for me to respond to. I checked with my attorney, who told me that the contract price could not be raised once I had a receipt (which I do). I emailed this information to them, and they canceled the order. They referred me to a statement on their website that prices are subject to change, but that is before a contract is made. Once a contract is made, it is binding. Order #*********

  Business response

  02/23/2022

  Dear *************************,
  Thank You for your response. As per our last e-mail, we do state in our policies that "prices are subject to change without notice". As you are aware, at the time of order placement we did not charge your card, CC transaction was a Pre-Authorization only, no actual money transaction took place, therefore, no breach of contract has occurred.
  We can understand and share your frustration regarding this matter, however, due to today's state of the economy and weekly increases in freight prices, such occurrences do happen. Regretfully, this is a part of the retail industry. Unfortunately, the only options we were able to offer you were either to accept the price increase or have the option to cancel the order without any fees/charges. Per your request, as you did not accept the price increase, the order was canceled on February 21st, 2022. Your **** ending in xxxx-**** was not charged.
  Please accept our sincere apologies.
  With Regards,
  Furniture Cart Customer Service

  Customer response

  02/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  According to my attorney, once you accept my credit card and send a receipt, the contract is valid. It is your responsibility to charge the card. There was no indication that the card would not be charged.
  
  Regards,
  
  *************************
  

  Business response

  02/28/2022

  Dear *******,

  Thank you for your response. We appreciate your feedback and once again apologize for any inconvenience this order may have caused you.

  Please know that anytime a customer makes a purchase on our website, we require that you check a box to acknowledge you have read all our terms and policies. Without this confirmation from the customer, the order would not be able to be placed. Since you accepted these terms and placed an order, we cannot be held responsible if you didn't take the time to read our payment policy.

  For your convenience we will attach a link where you can view this payment policy. It states "payment by Credit Card will be due on date of shipment from the manufacturer to Furniture Cart Distribution Center (if ships directly to the consumer, CC will be charged when shipping notification received from the manufacturer). At the time of your order, we Pre-Authorize payment on your credit card but no charges will be made until your order is ready for shipment".

  https://www.furniturecart.com/customer-service/accepted-payments.html

  -Furniture Cart

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had nothing but problems from this company. I have included a timeline showing all the transactions with them to show how difficult it has been. I am still in need of a repair (which I can only get through contacting Furniture Cart) and I cannot get any further responses from them or an explanation of why it can't be done. As of our last communication you can see they have indicated no further repairs will be done on the furniture. There is a one year warranty, so this appears to be a breach of warranty. This company has terrible customer service, rude, and the furniture  I received looked like thrift market but paid $2700 for. I tried multiple times asking to just send it back. If I did it would be a huge stocking fee and I would have to pay delivery, which would have come to about $800. At one point I asked for at least compensation on sub par furniture. I always spoke with ***** at their company who promised compensation once all the repairs were done. I never received any. ***** was often short with me and at one point he told me to take a compensation and never call him again!

  Business response

  12/08/2021

  Dear ****,

  Thank you for taking the time to write a complaint to the Better Business Bureau. This order was delivered to you back in September 2020 and you signed the delivery receipt that everything was received in good condition.

  After you received this furniture, we have sent you all necessary replacement parts and organized professional repairs through a third party at Furniture Cart's expense. Since our last repair was completed for you in October 2021, there is nothing further we are able to do to assist you with this matter because the damages you claim are being caused by normal wear & tear. This decision was reached by the repair company & the manufacturer (we are only the retailer).

  Please excuse us for any inconvenience.

  Regards,

  Furniture Cart Team

  Customer response

  01/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Furniture Cart never bent over backwards for me or worked hard on anything.  My furniture still looks like junk, the "repaired" part came apart AGAIN (after being repaired-from my many attempts to get repair here that must be coordinated through Furniture Cart).  So yes, I am still unhappy with Furniture Cart.  I hope others don't have the same issues as I did, though if you look at the complaints there are many out there.  I guess at this point I will cut my LOSSES with this Company and never do business with them again.  Very frustrating there is no recourse for customers even when they provide a timeline such as the one I provided clearly showing how poorly they responded--only after many attempts by me.  Very sad that this is what people have to deal with.  Good bye Furniture Cart, I'll be glad to never have to deal with you again--even though my furniture is junk!! The WORST customer service I have ever dealt with. 
  
  Regards,
  
  *******************
  

  Business response

  01/13/2022

  Dear ****,

  Thanks for your response. We appreciate your feedback regarding this matter, this information has been forwarded to the manufacturer of the furniture of how you are not satisfied with the quality. Please keep in mind we are only the retailer which sells the product, the quality is out of our control.

  As per our last correspondence, there is nothing more we can do to assist you regarding this matter.

  -Furniture Cart

*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. ↩