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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Got a busted dresser and headboard having a hard time getting it replaced and they want to charge me for another delivery just looking to have the items replaced that have been busted they came in that way
Business response
03/01/2024
This Purchase was not made with our Company
the Customer sent us her receipt which is not from Our store, her receipt does say she paid with ******* Finance so I can suggest to her to call the *************** to find out the store name where she made this purchase.
Thank you
*************************
Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a dining room ************** on 8/4/22 for $2,781.97 I am trying to get a refund for $427.98 which they are trying to charge me for delivery and a warranty on the product which I no longer have. So I went to the ******* ** store to purchase a dining table/6 chairs I brought the ad from their website to show the salesperson what I wanted, they had the table in the store but it was being shown with different chairs. She called the warehouse to confirm they had the correct chairs which they said yes. When it was delivered they brought the wrong chairs and there was only 5 of them, I called the store they said they would send the correct ones. 4-5 days later I went down to the store where I believe his name was **** (whom we had met before in the store where he proceeded to tell us someone wrote a negative yelp review about him) so it was no surprise when he became argumentative yelling at us in the store . He did call the warehouse and assured us that the chairs would be delivered to us in the next day or so, when I got home he called and said they actually dont have the chairs and they would have to be ordered which would take a few weeks (that wouldnt work for us as we were having a dinner party and needed the chairs before that) so he offered to have the table picked up and refund us. Now Im getting credit card bills for $428 saying its for delivery and a warranty on the table I no longer have, they lied to the credit card company and said they told me to bring the warranty back which is another lie you can check my phone records nobody told me that or I would have brought it back and they also said I returned the table because I changed my mind which is another lie I loved the table but they didnt/couldnt send the correct chairs so that is not my fault . This has been a nightmare dealing with this store and I want my card refunded for the $427.98Business response
01/16/2023
Dear Dispute Department,
Ms. ******* came into the store and purchased a ****** Table and six chairs $2199.99
after viewing it displayed on the showroom floor. She also paid $199.99 for delivery and
set up and $199.99 for a 5-year guardsmen warranty at which time she was given the
warranty paperwork.
After the purchase, the table and chairs were delivered to her home and set up. After
this she called the store to say she does not like how the table looks in her house and it
looks different from how it looked in the store where she saw it on display. At this time, she
informed the store manager that she does not want the table and she will be charging it
back, we then picked up the table and six chairs and refunded her the cost of the table and
6 chairs $2199.99 and the sales tax $153.99 for a total refund of $2353.98.
We informed the customer that we would not refund the cost of the delivery and setup
as we did not deliver the word table, we delivered the exact table shown on display in our
showroom. We further explained to her that she will need to return the guardsmen
warranty paperwork (as it is numbered, and we pay for the brochure as the warranty) for
us to refund her the cost of the warranty plus tax $213.99. The cost of the warranty and
delivery and set up including the sales tax is $427.91 which we did not refund.
Thank you,
***********************, CFOCustomer response
01/16/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Customer response
01/17/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Everything they responded to is a total lie, I never spoke to a manager I talked to a male salesperson who called a manager and said I was sent the wrong chairs and he also called the warehouse to try and get the correct chairs. They keep saying they told me to return the warranty which is absolutely a lie or I would have and they never said I would be charged for delivery and a warranty after they took the table and chairs back. Again, the table was the correct table it was the chairs that were the wrong chairs, I never called and said it didn't look good in my home I called and said that they sent me the wrong chairs I even went in the store with my phone twice to show them their website ad with the correct chairs but they just couldn't get it right. Charging someone for a warranty when the table was in their home for a few days is absolutely ridiculous and as you can see by all their negative on line reviews I'm not the only one that has had trouble with this business. They sent me 5 NOT 6 chairs and they were a shiny silver color they were not the chairs in their ad that I specified I wanted. I can't believe I have to keep mentioning the same thing over and over because they are blatantly not telling the truth. I HAVE NEVER SPOKEN TO A MANAGER, I SPOKE TO ****** ORIGINALLY AND THEN I BELIEVE HIS NAME WAS RICH THE OTHER SALESPERSON THAT WORKED THERE.
Business response
01/17/2023
As I said before, we cannot refund the delivery charge as we did do the delivery and then went out again to pick up the merchandise. As far as the Warranty, we will refund it if the customer brings the warranty paper back which has a specific number on it. This charged was charged back by the customer, I answered the charge back and she lost the charge back. We stand behind what I wrote.
Thank you
The Furniture Depot
Customer response
01/18/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
I will certainly bring back the warranty but I am not paying a delivery fee when you delivered the wrong chairs to me and could not get the right ones I was promised, I was never told to bring the warranty back until I read the statement you wrote for the credit card company. I would have kept the table had you delivered the correct chairs it was never my intention to return this item and the man that called me from the store to tell me he couldn't get the correct chairs for weeks and that they would come pick up the table and chairs never said I would be charged for delivery or the warranty.
Business response
02/01/2023
I am sorry for your situation, I was told you were told you had to return the warranty for a refund, which you have done and you have received a refund for the warranty. As far as the delivery i was told you were delivered what you purchased and did not like how they looked and we did not have the chairs you wanted, we did deliver the table and chairs you purchased and we also came and picked them up. For this the delivery charge is nonrefundable. I am sorry we could not make you happy.Customer response
02/02/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Once again I'm going to say the same thing, you delivered the wrong chairs, I called and went into the store and was told you were going to send the correct chairs which apparently you were not able to get. You can ask ******, when I went in originally to purchase the table I showed her the ad from your website and she called the warehouse to make sure I would get the right chairs (which I did not) because you had the table in the store with DIFFERENT chairs that I did not want. She assured me I would get the ones in your ad online. The problem is your male employee who I believe his name is Rich, he's extremely rude and started yelling at us while in the store, he never told us anything other than we would get the chairs in a few days and then called us later on to say it would be weeks. I told him I couldn't wait that long I had company coming over so he said we will come pick up the table and chairs. Never did he say to return a warranty or that we wouldn't get our delivery fee back, its your stores mistake NOT mine, had you sent the right chairs I would have kept the set.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a chalice bedroom set from furniture depot, on the 26th of October 2021. it was delivered and assembled in my home on December 6th of 2021. Since I was out of town and did not want to wait another month I had a family friend accept the order who kept me in the loop the entire time. Once assembled he gave me a call showing me what it looked like this is where I realized it is not correct. this friend mentioned this to the drivers however they did not care and drove off. I then proceeded to call the company and ask where I was informed this was my fault and I could not return once assembled. However the bedroom set color looked nothing like what I had purchased or what was advertised on their page. I and the business have spoken multiple times, they were contacting the manufacturer however they stopped returning my call or calling me back with updates on this matter. I purchased from this company since they were tho only ones who had my desired color since I did not want the darker advertisement on other websites, which I still received. The company started an investigation about this and also that their return policies were never clear over the phone which turned out thy never said based on the recordings of our phone conversations.I wish to return this since the quality and color is not what I bought as well as there were some damages to the Fargo during assembly such as scratches and marks in multiple spots. I would appreciate your help with this matter since it has been 5 months with no resolution. I also have pictures if needed.Business response
04/11/2022
This purchase was not made with our Company. We are the Furniture Depot *** in ************, they must have made the purchase with another Company with the same name as us
our website is TheFurnitureDepos.com
their website is furnituredepot.com
Thank you
Nira
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