ComplaintsforBill Cox Furniture & Design

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought $11,000 worth of furniture at Bill Cox. 3 of the drawer pull handles on the bedroom suite have broken. The manufacturer says the pull handles are no longer available. I purchased 3 replacement pull handles from a 3rd party web vendor. I asked them to reimburse us for purchase of replacement pull handles. They said “no”.

  

  Business response

  07/11/2023

  Company states that this furniture is 10 years old and they do not buy third party parts. 

  Customer response

  07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Furniture handles are not a “wearable” item and should never break during normal use. The furniture handles in question are of a poor quality.

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

• Initial Complaint

  10/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased three Bar Stools they were over eleven hundred dollars total. Had them six months and they fell apart contacted Bill Cox about the issue after a lot of back and fourth they had them repaired. I asked them about what we would do if this happened again. They said we will see when that happens and now they will not respond to me about the same issue. The bars stools have fell apart again. I purchased these from them because I thought they were a reputable store guess I was wrong. Hope you can help me thank you.

  

  Business response

  11/27/2022

  Business Response /* (1000, 7, 2022/11/04) */ We at Bill Cox Furniture have been very helpful to customer. We took her three stools in and repaired them. The issue is not a manufacturing problem but in proper use. Customer does not have an issue with all three barstools as stated just one stool has an issue again and we are in process of repairing for customer. We feel that we have been more than helpful with customer and repaired them at no cost to them. There is no warranty from the manufacture on the stools so as a courtesy we have repaired the stools several times at no cost to them. No refund can be given on item.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 26 2021 my wife and I purchased 4,176.00 dollars worth of furniture from Bill Cox furniture.Two power recliners a sofa and a sofa table.Shortly after delivery of the power recliner the motor went out rendering the recliner essentially useless.After multiple calls to have someone come and repair the recliner with no response I reluctantly called the manufacturer Flexsteel who told me I needed to contact the retailer,I explained that we had on several occasions with no response.The customer service rep then contacted Bill Cox who then told her that they would send somebody to the house.After an extended period time when nobody showed up I once again called the factory rep.This time they finally sent a tech to the house who said the motor was shot.This is approximately four months after the recliner broke.He removed the motor and said he would order a new motor.This was in early December.We have since contacted in person a Bill Cox salesperson who said he would contact the tech and reach out to us.Nobody called.I have since contacted the factory rep who couldn't believe the issue hadn't been resolved.The rep once again called the store and assured us we would be contacted.They haven't and at this pointI don't believe they will .So much for buying local. Please help us.

  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/03/01) */ In response to customer's complaint. We are very sorry for the delay in being able to complete the repair on his recliner. Our service tech has been out to the home and did order the part immediately after returning from his home. We are sorry that the parts have taken so long to arrive but shipping of parts and goods are taking 4-8 months at this time. His parts have arrived as of this morning and we will be in contact with him to complete the needed repair. Again we are sorry for the delay in receiving parts but this is something that is out of our control.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a living room set consisting of a couch, loveseat and recliner in March 2019. The set is manufactured by "Best furniture" in Indiana with a 5 year warranty. Around the end of December the frame on the recliner broke. I went into Bill Cox furniture on January 4th to make them aware of the issue and was told I would hear from the service department the following Monday and it would be a warranty repair. I was not contacted so reached out for an update 2 weeks later to be told that my issue wasn't recorded or put in the system. I was notified that I would be contacted again. That was not the case. I reached out a third time 2 weeks later and was told that someone would contact me immediately from service. I have not been contacted by anyone and subsequently not had any service appointment scheduled. I asked for a loaner or some expedited service and have received nothing and told I had no other option except to wait to be contacted. I simply want to unit to be repaired as promised and covered by warranty.

  

  Business response

  04/05/2022

  Business Response /* (1000, 14, 2022/04/05) */ CUSTOMERS NEEDED TO PAY FOR PARTS SO WE HAVE NOW GOTTEN PAYMENT FOR PARTS AND THEY ARE ORDERED CUSTOMER WILL PAY FOR LABOR EXPENSE ONCE PARTS ARRIVE IN A COUPLE OF WEEKS AND THEN ALL WILL BE TAKEN CARE OF .

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch and chair from Bill Cox furniture on Sept 2020 and after delivery I sent the store pictures of the feathers coming out to the point the cushions were sinking in and uncomfortable to sit in. I was told the "cushions are on a boat and I should have had them in Sept 2021. I keep calling and no return emails and I am being lied to. Today he said I should keep waiting but it probably want happen now for a replacement.

  

  Business response

  03/08/2022

  Business Response /* (1000, 14, 2022/02/14) */ our customer service manager spoke with the customer and the company that produced the sofa and we informed the customer that it was not unusual for the feathers to pop out of there casings. However, our company did order new casing covers for her cushions but they have not arrived from the factory yet. We are expecting them anytime. They are coming from overseas so delivery takes sometimes 6 months. Once we receive we will make sure to call the customer and replace ASAP T Consumer Response /* (3000, 16, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I advised the company within the first week of ordering the couch and was told the replacements would be delivered by Sept 2021. I even sent picture of how bad the furniture looked. I have since been emailing and calling and have not gotten a response. I was told that their was no need to keep me posted on "updates since they did not have any. After contacting the BBB I got a call and was told they are on order and do not have a date of delivery. Business Response /* (4000, 18, 2022/02/15) */ Once a date is available we will be happy to advise the customer on Estimated shipping date. We have no control over the Factories and we are unfortunately at their mercy. We are replacing as a courtesy to the customer. Factory says that this is normal for Down Feathers to slip out of casings. We are sorry for the delay and are doing our very best to take care of the concern as quickly as we can.

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