ComplaintsforUnclaimed Furniture

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to unclaimed furniture to buy a mattress I sat on a rest ****** mattress which I was told was comparable to a *** ***** number. I wanted a firm mattress and the mattress felt good at the store didn’t have lumps in it it was firm Pay $750 for the mattress expecting to get the same thing that I sampled in the store I was told it would take about two weeks to come in to come back to pick it up they would call me when it came in I bought a Mattresses from Unclaimed Furniture $750 it was supposed to be a compared to ***** ****** mattress I sat on it and it felt firm and no lumps he said it would take a bout two weeks to come in and I asked him about the warranty and he told me yes you have a 10 year warranty for defects and then when I got the mattress home it had lumps in it I took pictures of it and sent it to them and they denied that there was any defects in it and said that the warranty wouldn’t cover it because they didn’t consider those lumps to be defects I sat on a different mattress the mattress that was firm with no lumps that was what I was expecting to get and now I have I’ve had back pain ever since I purchased it November 31, 2022 and picked it up around two weeks later in December they would not do anything about it so I’m stuck with this lousy mattress with lumps in it and I called manufacturer ******** I also sent the pictures they deny did it look like any defects and tried to say it was probably coming from my adjustable bed which my adjustable bed was flat it wasn’t coming from that and obviously was so wrong and had lumps showing in the pictures The man I spoke to said that he would pass that along to his manager and he never called me back I would not ever do business with them again and I would not recommend anyone buying anything from them they lie about their warranties And have poor customer service!!!

  

  Business response

  04/28/2023

  CUSTOMER PURCHASED 12-1-22 AND PAID A DEPOSIT FOR ORDERING THE MATTRESS, WHEN THE FURNITURE ARRIVED, SHE PAID THE BALANCE TO PICK UP THE FURNITURE.  SALES AGREEMENT WITH TERMS AND CONDITIONS WERE SIGNED AT THE TIME OF PURCHASE.  CUSTOMER FILED A CREDIT CARD DISPUTE FIRST AND THEY SIDED WITH UNCLAIMED FURNITURE.  THE CUSTOMER IMMEDIATELY COMPLAINED THAT IT ISNT COMFORTABLE AND WE EXPRESSED TO HER THAT THE MATTRESS NEEDS TO BE SLEPT ON FOR 60 PLUS DAYS FOR THE BODY TO ADJUST TO A NEW MATTRESS.  THIS IS A RECOMMENDATION BY ALL BEDDING COMPANIES. WITHIN THREE WEEKS THE CUSTOMER IS COMPLAINING OF DEFECTIVE MATTRESS HOWEVER THE IS NO VISIBLE DEFECT TO MATTRESS IN THE INFORMATION SENT TO THE STORE. PICTURES ATTACHED.

  IN THE SALES ORDER CUSTOMER TERMS AND AGREEMENT THAT THE CUSTOMER SIGNED LETS THE CUSTOMER KNOW THAT THERE IS NO COMFORT GUARANTEE ON ANY FURNITURE.  

  CUSTOMER SERVICE AND UPPER MANAGEMENT HAVE SPOKEN TO CUSTOMER IN THE PAST.  ALSO THE BEDDING FACTORY SALES REP SPOKE TO HER AT UNCLAIMED FURNITURE REQUEST.  HE DID NOT SEE ANY DEFECTS IN THE PICTURES FROM THE CUSTOMER HOWEVER THE PROPER WAY TO MEASURE DIPS IN THE MATTRESS IS WITH WEIGHTS ATTACHED TO A STRING AND DRAPED ACROSS THE BED AND MEASURE WHERE THERE IS NO SEAM IN THE MATTRESS.  BUT IN THE PICTURES SUPPLIED, THERE ARE NO DIPS IN THE MATTRESS.

  THE FACTORY REP IS CURRENTLY OFFERING TO LET CUSTOMER EXCHANGE FOR DIFFERENT MATTRESS OR EXCHANGE FOR NEW MATTRESS LIKE SHE HAS CURRENTLY.  THIS OFFER IS ONLY GOOD FOR 30 DAYS.

  Customer response

  05/04/2023

  **************  I do not agree with what they are stating I did not call to complain about it being uncomfortable I called to complain that it had a hump in the middle and it wasn’t flat as it was when I tried the model I was told to sleep on it for a while and see if the hump goes away that my body has to adjust to it well it’s been two months now they would not get back in contact with me and the hump is not going away I was told I could exchange it and that someone from unclaimed furniture will get in touch with me they have not I’ve left a message with Cheryl to see how we can proceed with this exchange I prefer to have a different mattress because it may be the same or worse. They denied that it had defects when it’s clear that the picture show the hump and the picture show the fruit rolling off the hump

  Customer response

  05/04/2023

  It’s been exchanged Just don’t worry about forwarding my rejection because I wanna head and exchanged it thanks to Mark from rest on it he’s letting me get another one hopefully this one will be better thank you

  Yes I consider it resolved hopefully this mattress will be better than the other one thank you

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I first placed an order with this business 6/15/21 (total was about $2,600). The order did not arrive until 10/12/21. During delivery, it was discovered that the mirror for the dresser was broken & needed to be replaced. In the right light, I noticed 1 nightstand was damaged with straps or something being too tight on the wood & denting. Other minor damages (scratches, scuffs, etc.) were reported directly to the business & Cheryl R***** as instructed. The mirror & nightstand were ordered & Cheryl said the other damages would be repaired by the technician that dropped everything off. Apparently there was an easy fix with a pen of some sort. Poor communication was made from that point further. At one point, I had to threaten court (which is still on the table) to get any reply. I was also offered compensation for the delayed delivery and troubles. Finally, in May of 2022, my replacement pieces were delivered. However, the technician seemed in a hurry (he didn’t even call before showing up at our house) and he did not repair any of the scratches or anything. I contacted Cheryl again (3 times actually) and all of my messages were ignored. I have also not received any compensation. I am seeking information on what is used for repairs and at least 10% back of what I initially paid due to damages, poor delivery service, poor customer service, etc. I never imagined such an issue from a company, especially since I canceled my original order with *******’s in order to give Unclaimed Furniture my business on the same products.

  

  Business response

  07/06/2022

  BBB ID ******** 
  ****** ******** 
  *** ***** DR 
  ******, SC 29640 
  
  THE CUSTOMER DID PURCHASE 6-15-21 FURNITURE TOTALING 2300.00 PLUS TAXES AND DELIVERY CHARGES.  THE ORIGINAL DELIVERY WAS 10-12-21 AND THE DELIVERY TICKET WAS NOTED WITH ONLY A BROKEN MIRROR.   WE WERE CONTACTED LATER ABOUT THE ADDITIONAL ISSUES TO WHICH A SERVICE TECHNICIAN WAS TO TOUCH UP DINGS WHEN THE MIRROR WAS REPLACED AND NIGHTSTAND WOULD BE EXCHANGED.   I CAN STILL HAVE SOMEONE COME AND REPAIR THE SCRATCHES IF THE CUSTOMER SO CHOOSES OR SEND MARKER FOR SELF TOUCH UP. THE 2 PIECES HAD TO BE REORDERED AND SHIPPING DELAYS DID OCCUR. UNCLAIMED HAS NO CONTROL ON HOW LONG COMPANIES TAKE TO SHIP PRODUCT AND SOMETIMES THEY ARE OUT OF PRODUCT AND HAVE TO WAIT FOR THEIR SHIPMENT TO ARRIVE TO BE ABLE TO SHIP TO US. 
  WE DID GET SEVERAL SHIPPING DATES FROM THE FACTORY THAT DID NOT OCCUR CAUSING A BIG DELAY IN THE MIRROR BEING REPLACED AND THE NIGHTSTAND EXCHANGED.  WE DID AGREE ON A $100.00 REFUND FOR DELIVERY ISSUES AND THE CHECK WAS MAILED TO CUSTOMER ON 5-16-22 AFTER NO RESPONSE OF REFUSAL TO $100.00 REFUND.  (WE HAVE CHECKED THE BANK AND THE CHECK HAS NOT CLEARED AND WE HAVE NOT RECEIVED THE ENVELOPE RETURNED TO US SO WE CAN REISSUE THE CHECK TO THE CUSTOMER) WE WILL REFUND 10% OF THE FURNITURE COST OF 2300.00 SO CHECK WILL BE FOR 230.00.   
  THE CUSTOMER AND I MOSTLY TEXTED AND I HAVE NOT RECEIVED ANY TEXT SINCE THE ONE TELLING HER OF THE 100.00 REFUND FOR DELIVERY ISSUES.   
  COPIES OF THE ORIGINAL SALE, DELIVERY TICKET AND COPY OF THE EXCHANGE ARE ATTACHED. 

  Customer response

  07/06/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********. I would like to note that the reason the mirror was noted on the form and I contacted the store post-delivery is because the technician said the other issues didn’t need a full replacement and they would be touched up instead. It was difficult to get in touch with the correct person at first, which is also why texts were used to communicate mainly, which helps because there is a record of conversation. Second, I have not received any check in the mail as evidenced by the complaint and the check not being cashed. The message stating that I did not reply about the $100 was a mistake by the business. I replied the same day and I asked for something to be sent to do the touch ups. I also followed up 10 days later on 5/23, then again on 6/7 with no reply from Cheryl, which is why I reached out to the BBB. I do still have those messages. I find that this resolution is satisfactory to me, with the mailing of the check and correction pen. I do appreciate the business replying through the BBB in an attempt to correct the situation. 
  
  Regards,
  
  ****** ******** 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July of 2021 I purchased new flooring from *** ***** @ Unclaimed Furniture. Since the initial install I've experienced buckling, separation, and breaking around the joint. I've asked for the flooring to be repaired multiple times and after several months the company finally replaced the flooring in my office but the color was different (much darker) than the rest of the flooring. Additionally, I have other areas in my eat in kitchen and the kitchen with more flooring that is coming apart at the joints or buckling. I've attempting to get the flooring repaired multiple times but they have failed to come out to make the flooring usable. Additionally, the flooring in the office is starting to wear down and break in the same manner again.

  

  Business response

  05/31/2022

  I hope you're having a good day.  Mr. ********* purchased flooring from *** ***** on July 2nd, 2021.  We installed the flooring some days later.  When notified of Mr. ********* having an added office on the flooring we installed, the customer was informed to put a protected mat under his desk chair to protect his flooring, in which Mr, ********* did not cooperate.  He contacted us around 5 months later with issues underneath his chair.  I asked if he had a protective mat and he stated he did not.  Our flooring manufacturer does not warrant messed up floors under desk chairs without protective mats but we ended up buying some extra product for the customer and replacing the defective boards from his chair.  A few weeks later, he contacted us again about some unlevel boards under the dining table.  We believe the boards may be coming up from flexion due to an unlevel subfloor.  I have informed Mr. ********* that we would also fix this issue.  Due to the pandemic and shipping mishaps, there are shortages of flooring products.  I have been in contact with ***** on multiple occasions and informed him on the delay of the product.  We do not believe there is a product issue but we do believe there is some unlevel subfloor in which we plan to level out and replace with the new cartons that are on order.  Once we receive the extra cartons of his flooring, we will come in and level the floor and replace it for the customer.  It's hard to fix the current issues without having the floor in hand.  I have spoken with my representative and should have flooring this coming week and we plan to take action of repair.  Thanks , Josh G******

  
  

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  

  The response from the company has false information. The installer never directed for there to be protective coverings in the office space. Regardless, I had a thick rug on the flooring and also installed a new plexiglass cover since the repair.

  Additionally, the issues that they said to have repaired in the kitchen is also reappearing with the flooring separating at the joints. The floor is also starting to peel in the eat in kitchen area and progressively becoming worse. At the time of repair I was told by the installer that this floor is not recommended for a subfloor with a crawlspace and instead is better suited for a concrete slab. 

  Lastly, when the company came to do the repairs they used glue to secure the flooring which is not recommended by the manufacturer and I believe possibly voids the warranty of the flooring and can lead to further damage on my sub flooring. 
  

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

  

  Business response

  06/22/2022

  
  
  
  We have been in contact with the customer on a regular basis.  We will continue to strive in finding the best resolution for our customer.  We have installed this flooring over multiple customers' subfloors compared to Mr ********** subfloor without any issues.  Our manufacturer representative is notified of the issues occurring and is coming out to inspect our customers floor within a few days.  If indeed it is an install issue or a manufacturer issue, we will proceed with finding the best solution for our customer.  I have discussed with our representative the concerns our customer has about floors under the desk and the kitchen.  We will have a better idea of our next step once he looks at the damaged areas.  Thanks
  
  
  *** *****
  
  --
  
  The ***** ** Unclaimed Furniture
  *** ******** Road 
  Duncan, SC 29334 

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  I am eager to work with *** ***** on this and we have agreed to allow the manufacturer representative come onsite to review the damage. This complaint is still open until we have a proper resolution agreed on. 

   

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

  Customer response

  07/14/2022

  Yes, we are still working together in an attempt to resolve. The manufacturer and their team have both come to my house over the last 2 weeks. They have observed the issues in person and understand that I'm looking for a replacement. They said they will provide me with a potential solution in the coming week so I'm waiting to hear back from them soon. 

  Customer response

  06/20/2023

  I purchased LVP flooring from *** ***** * Unclaimed Furniture on 7/3/2021. The total cost was $5,161.29. Within 6 months of the installation I started experiencing significant issues throughout the house with the flooring. The flooring was buckling and separating in various issues. I immediately notified Unclaimed Furniture regarding this issue. In March of 2022, they finally replaced the flooring in one part of my home but it took another 8 months to get them to replace the rest of the flooring where the issues were present. That second replacement took place in October 2022. It is now June 2023 and we are experiencing the same issues with the flooring again. The floor is buckling, the locking system is breaking, and the flooring is separating in two parts of the house. Unclaimed Furniture committed to professionally installed flooring that is high quality and had a multiyear warranty. They assured me the flooring was right for my type of house (crawlspace). After the second repair, the installer informed me that the type of flooring that the company sold me has had issues with previous clients in the past. One of the employees also told me after the second install they are no longer selling that product due to issues. I've attempted to resolve this issue with the company numerous times and they are slow to respond and the repairs do not last. It is now nearly 2 years since my original purchase and the flooring is still breaking and not working as designed and as sold. I've reached out to Unclaimed Furniture again for a full refund or entire replacement with a product they stand behind.

  refund

  Customer response

  06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  The response from Unclaimed Furniture states that they've been in contact with me but this isn't true. I sent them an email prior to filing the complaint with the BBB and I have yet to receive a response from anyone at their business. The response also says they will inspect our flooring within the next few days but again, no representative from the company has reached out to me via email or phone to discuss any resolution. My goal is still to receive a full refund for the installation of the flooring due to the product failing multiple times within a year of installation and each repair. 

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

  Customer response

  06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. It is unfortunate that the company is unwilling to resolve this ongoing information and accusing me of abusing the flooring. The flooring is being used per manufacturer guidelines as well as suggestions from Unclaimed Furniture. The flooring had an initial issue within 6 months of installation and was only fully repaired over a year after install. The issues are present in the exact same issues. The company's explanation at the time of repair was that the issues were caused by poor installation and there not being enough room at the edges of the flooring to properly expand and this was why the floor was buckling in the areas. 

  The flooring has not been properly installed or is defective and Unclaimed Furniture is attempting to pass the responsibility to me, the customer, in unfair accusations. I would personally like to hear exactly how we are abusing the flooring. The facts are that Unclaimed Furniture is not standing behind their product they sold and has had to replace this flooring in other customers homes per their installer. The product is faulty and they knew it when they sold it. They've even said "defective" in certain areas of the home that are used more even though the flooring is said to be able to stand up to animals, kids, and home use. We have this flooring on our first floor in our dining room, kitchen, breakfast area, foyer, and an office area. The flooring is separating in the kitchen and breakfast area. Additionally, it is bucking in the breakfast area, and in the foyer it has bubbles or bumps that are cracking through the LVP. 

  We are a family of 3 with a small child (2) and 2 small (<30 lbs) dogs. To say we are abusing the flooring is false, especially since the company is unable to explain or provide examples of the abuse. I didn't know eating at a dining table is abusing flooring or walking on the flooring in the kitchen is somehow abuse but I digress. 
  
  The resolution must be a full refund at this time.

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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My parents recently purchased a leather sofa and a leather loveseat from Unclaimed Furniture. Several months after my parents received the furniture they began to notice that the leather on the loveseat is beginning to crumble and fall apart. The leather on the loveseat has gotten so bad that my parents can no longer use it. Now, the leather on the sofa is beginning crumble. There is definitely a problem with the leather. My parents contacted the store to see if they would make things right. Unclaimed Furniture says there is nothing they can do. When my dad contacted me to tell me what happened I immediately thought this is not right. My parents are on a fixed income and paid good money for furniture that should not be falling apart in less than a year. I spoke with Unclaimed Furniture and got the same run around that sorry there is noting we can do. It’s your loss. I asked to speak with the store owner, but was immediately told he does not speak with the everyday public and he may or may not call you back on his own time. I myself have worked in the furniture industry for years. This is not the way you treat your customers. Unclaimed Furniture has basically robbed my parents of their hard earned money. We have made several attempts to contact Unclaimed Furniture to resolve this, but they refuse to do anything. Now, I am seeking the help of the BBB for a complete refund from Unclaimed Furniture for defective merchandise.

  

  Business response

  04/01/2022

   

   

  UNCLAIMED FURNITURE RESPONSE FOR:
  COMPLAINT ID ******** FOR K****** ******
  
  
  THE PURCHASER’S NAME WAS ****** ******* AND THE DATE OF PURCHASE WAS 7-4-2021.
  HE PURCHASED A SOFA AND LOVESEAT FOR $949.00. (copy of customer paperwork is attached)
  Mr. ******* first contacted Unclaimed Furniture on 3-17-22 when he contacted his salesperson and sent him pictures of some issues he was having with his loveseat.  He also called the store and left message for us to call him.  I called customer back and he was complaining of cracking and peeling between cushions and a tear on the back that he said was there when he opened the loveseat however he had never reported the tear. He said he had sent pictures to his salesperson.  Told him I would check on getting the pictures and looking into the matter and call him back .
  I then pulled the customer’s paperwork from his purchase and the purchase was purchased and signed “AS IS NO RETURNS, NO WARRANTY”  on paperwork.  I returned a call to Mr. ******* the next day or so and told him that it was purchased with no warranty and it was as is when purchased.  He could check his copy of his receipt, it would have had the same information. I told him that I would check to see if factory still carried this group for him to purchase parts as we had purchased it as a close out group from another dealer thus selling the furniture “as is, no return, no warranty”.  When Unclaimed called the dealer, we were told that the factory had discontinued the suit and had no additional parts or material available.
  Mr ******* was called on 3-28-22 and told that the factory had discontinued the product and no parts available.  Mr. ******* was not happy that nothing could be done and again it was explained to him that is why we sold it as is no warranty and he had signed to that effect at time of purchase and pickup of furniture.
  Please note that this is not leather and was never sold as leather. It is polyurethane (man made material) and the price for real leather would have been substantially more expensive.  It is also obvious that the issue has been going on quite some time and had gotten worse over time.  The first we heard from Mr ******* was 3-17-22 and we did try to get parts for repairing however the factory is no longer able to get parts as the products have been discontinued. 

*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. ↩