Complaints

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:02/24/2025

  Type:Product 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.

  We bought a mattress 10 year warranty. Tunneled bad returned it. Got second mattress did the same. Got 3 temprea pedic told us it had a 30 day trial. We told them if this one was returned we would get our money back go somewhere else ***** salesperson agreed.30 day trail return. And money back. Told us not to removeany of the tags. Well its terrible hurts my 70 year old husband's back so bad. Can't sleep in it. 30 day trial 20 year warranty now they want $270 for comfort swap return. What is the trial and warranty. Dishonest company.

  

  Business Response

  Date: 02/24/2025

  Dear Mrs. ****,
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand your frustration with the multiple mattress experiences and your recent purchase of the ************ mattress. We apologize that you and your husband are experiencing discomfort. We have reviewed the details of your purchase and the information provided by our salesperson, *****. We have found no record of a guaranteed full refund within 30 days. We apologize if there was any miscommunication or misunderstanding during the sales process.

  We want to clarify our company policies and address the specific points raised in your complaint:
  - Our Return Policy: Scott's Furniture does not offer a return policy on mattresses. We carefully select our products and rely on manufacturer warranties to address defects.

  - ************ Comfort Swap: ************ does offer a comfort swap program, but this program is available after a 60-day trial period, not within the initial 30 days. This program also carries associated fees.

  - Warranty: The warranties provided are manufacturer warranties that cover defects in workmanship and materials, not comfort preferences.

  We understand that you and your husband are experiencing discomfort with the ************ mattress. Given that you are within the initial period before the *********** comfort swap is available, we can offer the following:
  
  - We can offer to review the mattress to confirm there are no manufacturer defects present.
  - We can provide you with information regarding the ************ comfort swap program, which becomes available after 60 days of ownership, and the associated fees.
  - We can provide information on mattress toppers that may help to improve comfort.
  - We understand that finding the right mattress is crucial for a good night's sleep, especially for those with specific comfort needs. We are committed to providing you with accurate information and exploring the options available within our company policies and the manufacturer's programs.

  We will contact you directly to discuss these options and answer any further questions you may have.

  Sincerely,
  
  ****** ********* - Sales Manager
  Scott's Furniture
  ************

• Initial Complaint

  Date:08/04/2023

  Type:Product 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.

  Me and my wife bought a love seat and couch set from Scott's furniture in Cleveland Tennessee. We've owned the couch for about one and a half years now. Since the first month of us owning the set the furniture was defective. One of the recliners frame broke in half on the love seat and the mechanism for one of the recliners on the couch is bent and had two snapped in half bolts. Scott's furniture did replace the one recliner on the love seat and replaced the bolts on the recliner on the couch even though they didn't use OEM parts but today they told me that they refuse to replace the bent mechanism. They sold us a defective product and when I asked for a refund since they wouldn't fix the defects that had been present since we first bought the set they told me they wouldn't give me a refund or fix the defects that had been present since we bought the set.

  

  Business Response

  Date: 08/04/2023

  The customer bought a ****** ******* reclining sofa and loveseat in February of 2022. The customer called August 2022 and stated that he thought the frame was broke on the sofa, we sent someone from the store to inspect and agreed the frame was broke. Scotts Furniture along with ****** Furniture replaced the sofa with a new sofa. In May 2023 the customer calls us and says a bolt fell out of the loveseat and the rsf cushion seems uneven. We sent our repair guys out and replaced the bolt and repaired the cushion, at that time the customer told us the mechanism was bent, I explained that there is only a one year warranty on the loveseat, but I would order a mechanism to fix and told him when the part comes in will call to schedule a repair. Customer calls on 8-3-23 demanding that we fix, I told him that I ordered the mechanism and it has not came in yet. He started using foul language and threatened me and told me he would come up to the store. He did come up to the store and was cussing everyone including the owner of Scotts Furniture. We told him to leave and never come back to Scotts Furniture and that we would not fix the furniture. Police were called and a report was made, if he comes to the store we were instructed to call the police. We are done with this customer. We have went above and beyond in regards to this issue.

  Customer Answer

  Date: 08/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: 
  Complaint: ********
  
  I am rejecting this response because: The warranty was not up on the set we bought and clearly states a 5 year warranty. I never claimed the bolts fell out they completely snapped. I never threatened anyone at Scott's furniture at all. Every thing that has transpired between me and Scott's furniture was recorded and documented. The customer service Manger that I talked to was instigating a incident and told me to come on down there. So I did and then wanted to pretend to be a victim after he told me to come down to the store which the phone call was recorded. Then one of the owners assaulted me by placing her hands on me and trying to push me out the store after the customer service manager told me to come to the store. When we bought the item within the first month it was defective and when we said something about it it took 6 months to get any kind of response as shown on the work order. This company and there customer service manager are scammers selling defective products and get mad when the people they sold these items too won't stand to take their crap. It should come to no surprise to anyone that when you spend almost $2,000 on a product and its defective that the person who bought it would be mad. The customer service should have tried to calm the situation instead of instigating it. I will be pursuing legal action against this store and it's owner for violating the consumer protections act, not honoring the warranty, and the assault I received at the store.
  
  Sincerely,
  
  ****** ********
  

  

  Business Response

  Date: 08/08/2023

  After the incident, Mr. ******** was indeed told we would not repair the furniture.  The reason wasn’t because it was out of warranty. We simply did not want to put anyone at Scott’s Furniture in danger going to his house.  He had stormed into the store ranting very loudly, using terribly foul language.  We kept our language clean, but kept asking him to leave because there were customers with small children shopping close by.  The owner never assaulted him as nine witnesses will attest.  She put her left hand gently on his shoulder and pointed to the door with her right hand.  He was never pushed and we have video to prove that. Finally, at the threat of calling the police (which we did), he left. We filed a report when the police arrived.
  

  The part has been on order to repair the furniture. We are at the mercy of the vendor during the wait time because we have no control over the speed of the process before the part comes to us.  Mr. ******** was just losing patience.  We have done everything he has asked of us up until the incident.
  

  Our customer service representative did not instigate the matter.  Mr. ******** called, yelling loudly and using foul language.  He was told that if he couldn’t speak in a civil manner, the phone call would be ended.  We invite Mr. ******** to share this recorded call, as it would definitely be in our favor.
  

  At Scott’s Furniture, we are not scammers and we do not sell defective products.  If our merchandise turns out to have any manufacturer’s defects, we work with the manufacturer to do everything we can to repair or replace product. 

  There comes a point where we must draw the line when a customer starts to bully because of their own impatience in the process.
  It is understandable that one would get mad sometimes, but loud, verbal abuse crosses the line.
  

  To solve this problem, Mr. ********’s wife (or someone else besides him) can bring the product to us.  We will repair it but there will be a $50 labor fee.  ****** Furniture's warranty for labor is one year and the date of delivery to the customer was February 18, 2022.  We didn’t learn it needed a new mechanism until July 6, 2023, which is the reason for the charge. If police will go with us to Mr. ********’s home we will repair in the home as long as Mr. ******** is not there.
  

  Scamming, selling defective furniture, and assaulting people would not have allowed us to be in business for 47 years.  We value every customer, but stand our ground when an irate person steps into bullying behavior.