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:02/04/2025

  Type:Service or Repair 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.

  September of 2021 I financed furniture from B.F.Myers.I got a sectional to include an ottoman, which makes 4 pieces of furniture in total. I was told that the ottoman was on back order, but it would be available in Dec of 2021. My house was finished the first week in November, and the the sectional (Only) was delivered. December came and I heard nothing from BF Myers regarding delivery of the ottoman, so I called them. At the time I was told that the Ottoman had not come in, and it would take a little longer. In February of 2022 I purchased my own ottoman because i had been waiting 4 months for this ottoman. March 2022 someone from the furniture store called me and stated the ottoman was in and they wanted to set up a time to deliver. I told the employee that I had already purchased my own ottoman, due to the amount of time it was taking for this one to be delivered, and no longer wanted to purchase this one. The *** advised he/she would let management know so this piece of furniture could be removed from my bill, and the credit would be adjusted to my account. When I reached out to the finance company (****************) several times I was advised that nothing had been subtracted and they had not been notified of this information. I have gone back and forth, all while still continuing to pay for a piece of furniture that I do not have. I would like to be refunded for the money I have paid on the ottoman.... The ottoman was ****** (see attachment)... I have tried several times to reach out to the furniture store but continue to get the run around.

  

  Business Response

  Date: 02/13/2025

  Please see attached documents. We have not taken any action as there is no action to be taken. We did not refund the ottoman because it was not charged to her ***** Fargo account. The initial application to finance through ** had the ottoman included, but we only sell the contract to **************** for what is delivered in the home. Please let me know if you have any further questions on this matter. ******** *******, ************.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a sectional couch and a complete coverage warranty in July 21, 2018. This complete warranty was highly suggested during the process of working with a salesperson. We discussed the warranty multiple times and were told that the warranty covers any damage to the furniture, especially failure of the product, but also including accidental damage. The warranty includes replacement/refund of the purchase price. Based on that, we ultimately worked with our salesperson to select our options and we placed an order for the sectional. The sectional was delivered two months later and it was installed by the delivery people in the location we indicated. Within a month it was determined that the seat cushions were failing and had to be replaced. From that point, the sectional has continued to be very well cared for including rotation of the cushions, etc. At no point has the sectional been abused or misused, including no "roughhousing" or otherwise.Earlier this year, (easily still within the warranty) we began to hear squeaking, cracking, and other sounds from the furniture. The sounds continued to increase to a point where it was obviously a sign of a major issue. The arms on both ends of the sectional began to separate from the frame, springs started failing and/or popping out completely (hitting the floor), and we noticed other places where the frame was failing. We have also found broken pieces of wood, splinters, shavings, etc. in certain areas. We contacted the warranty company and (after several attempts) we were told that someone may attempt to patch some of the issues, but that the furniture could not be satisfactorily restored due to the frame issues and the fact that certain fabrics, etc. are no longer available. We have continued to reach out to the warranty company, but the company is no longer responding. We have also reached out to ********************* regarding the major defects with our sectional and have not received a response.Purchase Price: $3,573.57 Sales Order: *******

  

  Business Response

  Date: 12/16/2022

  I emailed the following to ********************. 

  ****************,
  ******* informed me that you would like to communicate via email going forward, so I just wanted to reach out to you and let you know I received your complaint with the BBB. I have contacted ******** and our **************** team to see what we can do to help. I see that we delivered your Craftmaster sectional to you in Sept of 2018. On our notes, it looks like the we replaced the wedge and the pie wedge cushion cores in Dec of 2018 and then came out to replace the rest of the seat cushion ************* in Feb of 2019 as well. 
  
  In your message, you mentioned that you had reached out with both with ******** and with us and hadnt received a response. We do not have any record of any communication with you since we gave you the requested quote to order seat casings in August of 2019. Do you know who you spoke with? Ill be happy to follow up with them.
  
  As far as following up with ********, we received their report after coming out to your home. Since they are an accident plan-  they cover accidents as they happen. You filed 3 different claims at the same time, which normally they would not be able to assist with all at once. However, they want to help you and went above and beyond- they agreed to fix each of the claims! In your message you mentioned that the warranty includes replacement or refund of the purchase price- ******** has not ever offered that as their warranty. They repair the claims filed, and if they cannot repair for whatever reason- then they replace if necessary at that point. The great news is- the sectional you bought is a great selling frame for both Craftmaster and for B. F. Myers. We have sold hundreds of skus of the F9 series (the sectional you have) and have equally as many happy customers with them in their homes. Part 2 of the good news is that the fabric you chose has been a great seller for Craftmaster because they still have it available- most of the time they will introduce new fabrics and drop older ones, but this one has been a winner so they have kept it around! All this to say, it should be no problem for them to repair the claims you filed because both the frame and fabric are still current.
  
  I understand the file is still open and ******** is awaiting to hear from you to allow them to move forward with resolving the stated concerns. We would recommend doing so, as there would be no cost to you in doing so. 
  
  Please let me know if I can assist with anything else!
  
  Thanks,

  *******************************

  

  Business Response

  Date: 01/20/2023

  We sent the following email to **************** on 1-14-23 at 2:59pm and have not heard back:

  Ms. ******,
  
  We have been in communication with ******** on your behalf and Craftmaster. We would like to ask you to schedule a time to either come in or call in to discuss your options with ***, the owner. He is the one that has primarily been in communitcation with both Craftmaster & ******** on this matter. You can either respond to this email a couple day/times that work for you, or call the store at ************ and ask for *******
  
  Thank you,
  
  *******************************

   

  Customer Answer

  Date: 01/22/2023

  Complaint: 18568270
  

  ********,

  We can meet with *** either Wednesday the 25th after 4pm or Friday the 27th after 2:30pm. Do either of these time frames work?

  
  I am rejecting this response because: we have not yet come to a resolution. 
  
  Sincerely,
  
  ***************************

  
  

  

  Business Response

  Date: 01/23/2023

  Friday the 27th at 2:45 works! Please confirm that works with you. You are welcome to respond to BBB or ***** direct extension is ********************. When you arrive just ask for *** and whomever greets you ***************** him for you. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18568270
  
  Perfect, thank you! We will see *** Friday at 2:45.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/01/2023

  We have come to an agreement. BF Myers will be picking up the couch on 2/8/23 and then process a refund to the card I used to purchase the couch. Thank you!