Complaints

This profile includes complaints for Price Point Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Price Point Furniture, Inc.

  135 River Rock Blvd Murfreesboro, TN 37128-4828

  
• 

  Price Point Furniture, Inc.

  2235 Gallatin Pike N Madison, TN 37115-2018

  
• 

  Price Point Furniture, Inc.

  907 W Main St Lebanon, TN 37087-3409

  

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:05/06/2025

  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.

  Ive been trying to resolve a warranty issue with Price Point Furniture since November 2024 the warranty is only good for 5 years and I believe they are dragging me along to not honor. After submitting all requested photos in November, I followed up at least 1012 times by phone. Each time, I was given excuses: the claims person was on vacation in the months of December and January, or only worked certain days(the days that I was not calling), or that Id receive a call backwhich never happened. On one occasion, someone said they would schedule an exchange, but that also was never followed through. that was around February Now, six months later in May of 2025, the issue remains unresolved. During my most recent call (5/4/2025), a staff member even acknowledged that the company was at fault.This experience suggests a serious breakdown in communication and customer service within the warranty department. Its been frustrating and disappointing to deal with such a lack of follow-through for such a long period of time.I am very dissatisfied and hope this feedback encourages Price Point Furniture to take a closer look at how these matters are being handled.Maybe this complaint will make it to the owner and they will replace the pieces finally. Can provide text exchanges and call logs from phone company if needed

  

  Business Response

  Date: 05/06/2025

  I apologize for the delay in the resolution for Mr. ************** I did however speak to Mr. ******* this morning on the phone and told him he could reselect.  I do not know why this was turned over to the BBB.

   

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/05/2025

  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.

  When buying a table and 6 dinning room chairs from price point furniture. I took an extended warranty out on the product. The first two times I submitted warranty claims, they fixed it without issues. I now had another issue with the product in January of 2025. I contacted the warranty company that it is through and they have given me the runaround about getting it repaired. I also contacted the store manager and he gave me an attitude on the phone. The issue has still not been resolved. I am wanting a refund due to how long it has taken and worry that if something else happens in the future with the warranty still valid, how long it may take again. I have not been happen with the experience I am receiving from the company and their warranty department.

  

  Business Response

  Date: 04/08/2025

  I would like to apologize to the guest for the delay in their parts.  I can assure you that we have and will take care of his issues.  I would like to say that the manufacturer involved has been difficult to work with on these parts.  I am in contact with them and I am trying to get the ship date.  We will be providing a date as soon as I have one.  Also we will be providing a new table top for the guest's table.  The manufacturer was unable to make the smaller part needed.  

  Again I apologize for the delay.

• Initial Complaint

  Date:02/27/2025

  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.

  My wife and I purchased a sectional from this company January of 2024. We have also purchased the extended warranty from the company for the sectional as well. In July of 2024 we had our first issue with the sectional. We contacted PPF (Price Point Furniture) to have the sectional diagnosed and fixed. They had us send in pictures and a detailed description of the issue. We did just that. It took my wife calling days if not weeks later for them to tell us we need to go through the extended warranty company. So we did as they instructed. The extended warranty company directed us back to *** as we were still within the year warranty with ***. After several weeks of no communication, I ended up having to call and escalate the situation and become very rude and ugly with a manager in order to get this issue resolved. In September only a month later, we had another issue with the sectional. We called *** and they directed us to send pictures again. Fast forward to the end of January because no solution was made and no communication occurred. ANOTHER issue presents itself with the sectional on top of the issue that occurred in September. Two weeks passed and I had to call and speak to a manager again because there has been no resolution. The manager stated that when he had time the following day he would look into my case and get a resolution. I did receive a call back and was told by the same manager that he was going to put in an order for a full base for the sectional and would provide details the following Monday February 10. That phone call never happened. We are going into March with a sectional with multiple issues that this company will not fixed. We have started a dispute with the credit company that we financed the sectional through because we should not have to continue to pay for something that is broken and we can not properly use ad the company that sold it to us will not do anything to fix it within the year warranty they are obligated to.

  

  Business Response

  Date: 03/25/2025

  Our customer was allowed to come in and reselect to a new group under the protection plan.

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/22/2025

  Type:Delivery 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.

  purchased queen bed and two chest on 6/2/24 and took till mid to end july 2024 to receive it and the wrong slats was brought to me and had to take them back to the store and the chest was cracked on the bottom . the next time they delivered the side boards was busted and they had to be taken back and that took another month or two along the chest. they then brought busted ones again. then chest and side boards was reordered again and brought busted again. I have been through 4 managers now and the current one ordered the items again and they was busted so not delivered and was asked to come back to the store and pick out another bedroom set to be ordered around the same price. I have take off so much time to be able to handle this. The current set was to be delivered 1/11/25 and was canceled then was to be delivered 1/18/25 and was called 2 days prior to tell me the side rails was not in yet and would be not be delivered. I have called almost weekly to check on this because yet again i wil have to take time off work for them to bring my items i hope not damaged. I have stated to the manager i want my money back so i can just go else where and he asked i let him try to make this right. Im just fed up with the run around and not having what i paid for now 7 months ago.

  Customer Answer

  Date: 02/08/2025

  The new set they was supposed to bring after I inspected came damaged . ****** **** was notified and said he needed till next Thursday to figure things out . He wont refund my money and I have went down to the store to speak to him and he says I can choose something else but have to pay difference 

  Customer Answer

  Date: 02/08/2025

  Damage to new bed brought this wont let me upload the pictures

  

  Business Response

  Date: 03/06/2025

  Thank you for the opportunity to respond to this message.

  We have been in contact with the guest and have reached a resolution for her.  We are exchanging her furniture for her and taking care of any issues she might have.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22842863
  
  I am rejecting this response because:I had to pay a lot more money over 800 to get a different one and was told I could get money back but it would take up to a week or more and they would have to come get the bed and chests before they could even start the refund so I would be without a bed to sleep on or chest to put my clothing and my sons clothing in for who knows how long because would have to wait for my money to be able to go find a new set at a another business. I picked out a set from and had to pay more than I wanted and waiting to see when it gets delivered to see if it is broken or damaged also . I still feel like for all the times I have missed work due to this and the time spent running to store to pick out now the 3 or 4 bed and chests that they could have covered more of the cost difference. If the bed and chests that are to be delivered/ exchanged are damaged I will be requesting all my money back and go else where and figure out how to pay and what to do for now till I can get something because this business is horrible. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/10/2025

  The bed and chests was delivered on 3/8/2025 and was damaged again this is the 9th time that I have had to take off work to have damaged products delivered. I called asked they take it all back and refund my money I was told they would not do that . And that a ***** would be call me Monday to speak to me about this issue . He called me and refused to refund my money and said they would reorder the parts and have there drivers to replace it . I told him this not acceptable since I have been dealing with this now for 9 months . I refuse to accept this I need a refund and all the items taken back because I am done with this place . They claim on the paper I signed it says no refunds . I told ***** this not acceptable and the bottom Drawer is not right either. 

  Customer Answer

  Date: 03/10/2025

  The bed and chests was delivered on 3/8/2025 and was damaged again this is the 9th time that I have had to take off work to have damaged products delivered. I called asked they take it all back and refund my money I was told they would not do that . And that a ***** would be call me Monday to speak to me about this issue . He called me and refused to refund my money and said they would reorder the parts and have there drivers to replace it . I told him this not acceptable since I have been dealing with this now for 9 months . I refuse to accept this I need a refund and all the items taken back because I am done with this place . They claim on the paper I signed it says no refunds . I told ***** this not acceptable and the bottom Drawer is not right either. 

  Customer Answer

  Date: 03/10/2025

  The pictures of damage 

  Customer Answer

  Date: 03/10/2025

  I have had two phone calls with the higher manager ***** and he refused to give my money back and states there policy is to not give money back and refused to let me go back to my original choice that his ****** **** told me I need to come pick out a new set for . They refused to let me pick another set this time and tell me they can only order the parts that are damaged . I told him this is not acceptable and that I would be contacting the bbb and he would not let me get my money back and refused to help other than ordering the parts that broken. His manger on the floor **** told me back in February when the last bed was damaged that they would refund if this one came in damaged but that is not the case they lie and scam people out of money . He told me they never forced me to pay more  even his manager **** told he would not sell me another piece like I had and gave me the only options of paying for this one or one even higher in price . I have wasted 4000 dollars on a furniture I do not like and feel I have now been forced into . I just want them to  come get their piece of c*** furniture that comes busted every time and get money back because this is not acceptable to make a customer stay in something that they hate when its there fault for bringing broken and damaged items. This now will be 10 times that I have to take off work to let them attempt to fix this. This is a horrible establishment and horrible management. 

• Initial Complaint

  Date:01/06/2025

  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 bought about $10,000 in furniture from the store with the promise from the seller/employee that with the insurance we bought we could have all furniture replaced for almost any reason. We bought the furniture and nearly 1/2 came broken or the wrong product. We bought the furniture in April, put in the complaint/request for new furniture for the pieces that came broken. Two items were exchanged in October. When the employees came to fix the bed, my $5,000 engagement ring was stolen. There were 2 employees. I filed a police report and one employee fully cooperated, the other refused any cooperation. We found this information out from the detective. The company did nothing with the information. Aside from this, I still have not received the rest of the broken furniture replacements.

  Customer Answer

  Date: 01/06/2025

  The sand colored coffee table is cracked, the matching end table is hard to open, and the 10 drawer dresser has a drawer that wont close all the way. There is no court case.

  If its possible and an option for the company, Id like to return all of the furniture. 8 months with broken furniture and no plan of new items coming doesnt have me think that they are able to keep their end of the deal, especially if something else happens to the furniture moving forward (its a 5 year plan). I also do not trust their employees in the house anymore. Id prefer to give everything back for a refund and not do business with them. I will take what resolution I could get though.

  

  Business Response

  Date: 01/13/2025

  Good afternoon and thank you for the opportunity to respond. I do not have any record of unresolved furniture service issues from this customer. I have reached out to Mrs. ***** to confirm but I have not heard back.  We will always take care of our customers and any related warranty issues.   

  Mrs. ***** did call our store manager to say a ring was missing from her home. We asked Mrs. ***** to contact the local police department and file a report.  We will work with and fully cooperate with any investigation to help solve her issue.  As of now, we are waiting for a report.

  We have great confidence in our delivery teams.  They go through extensive background checks and regular training.

  We will continue trying to contact Mrs. ***** about any needed warranty service.

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******-*****

• Initial Complaint

  Date:11/03/2024

  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.

  The Recliner back on the large sofa is almost falling off and needs to be replaced.

  

  Business Response

  Date: 11/08/2024

  We have reached out to the manufacturer and the guest.  The manufacturer is sending out a repair company to take care of this situation for our guest.  I have also let the guest know they can call me anytime.

• Initial Complaint

  Date:09/24/2024

  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.

  At the time we purchased the couch (September 2021), the salesman said this had a lifetime warranty. He said if anything happens to it, just call us. Including stains, rips, tears ect. At the time we were expecting a second ****** so we thought this was perfect. August 2022 we had a cushion replaced that went super flat. May 2023 the staples are coming out, the wood is showing and in our backs when we sit down. The team came picked up that half of the couch and had it repaired. February 2024, contacted about ripped cushions only because we were told this was covered under the lifetime warranty that we PAID EXTRA for. No response from anyone. September 2024, contacted about same issues that have occurred in the past that are happening again, and that the couch doesn't and never has stayed together as a sectional. I have had it held together with zip ties for at least the past year. I am told that there is only a 5 year warranty which includes it to be fixed only one time. Seems like alot of miscommunication. Maybe the salesmen should not tell customers things that aren't true just to make a sale. Pretty shady if you ask me. ********** will never purchase anything from this company ever again. I will never recommend this company to anyone looking to purchase furniture. Word of mouth spreads alot faster than any marketing team. This is very unfortunate to have your customers lied to and treated in such a matter. Seems to me you would want to keep your customers happy if I were a family owned business.

  

  Business Response

  Date: 09/25/2024

  Our receipts state that our warranty is a 5yr Product Protection Plan.  It also says it is for "accidental stains and accidental damage".  The warranty is intended to be a single use but we have taken care of this guest several times.  

  I apologize that the customer is upset but we have fulfilled our end of the plan.  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22332269
  
  I am rejecting this response because: They are refusing to acknowledge what we were told as the customer. Was the salesman reprimanded for advising us incorrectly? This is a company full of people who won't take responsibility for their actions. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/16/2024

  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.

  In 2020 we spent around $6000 to $8000 to purchase all of our furniture for our new home. We paid cash. We also purchased the warranty on the couch and sofa. Unfortunately, the couch and sofa started literally falling apart. Foam pieces and chunks is coming out from all of the cushions The fabric is just peeling off, the recliners are broken. Literally the qorse purchase we have ever made. On December 9th, 2023 I contacted the business along with pictures of everything that is going on. We got the run around for MONTHS. My husband has now take 3 separate days off to have someone "evaluate, and fix" the couch. It's been AWFUL. It's now August 16th, 2024. The last time the "technician" came he ordered all of the wrong parts. My husband also took that day off in hopes of getting the items "fixed" We have pictures and all conversations saved. It's been such a long process and we are getting no where. Our son has an upcoming surgery and will be on this couch a lot. We though by last February it would be fixed or exchanged. It's VERY VERY disappointing to have to send messages every month asking for updates and help. Why purchase a warranty when you have to beg to get the furniture fixed. Very unprofessional and disheartening. We could have purchased new items with all the days my husband has had to take off. We want this resolved.

  

  Business Response

  Date: 08/29/2024

  We apologize for the delay.  We have ordered parts from the manufacturer and they came in the wrong color so we tried to get the parts again.  We have decided due to the length of time the customer has been waiting to let them reselect new merchandise and fulfill their warranty.  

• Initial Complaint

  Date:07/19/2024

  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.

  Price point was running a special. If you purchased a certain dollar value in furniture you received a *** More you spend bigger the *** We spent $7500 dollars on June 4. Paid in full for furniture then. When they delivered the first portion of furniture no *** We questioned that and were told we would have to wait until our complete order was delivered. We received the remaining items on July 11. We were told that there were no 65 TVs available. It is now July ************************************************************* next week. This store does not live up to their offers.

  

  Business Response

  Date: 07/24/2024

  This guest's TV has been at our ******* store for pick up.  He was supposed to pick it up last Saturday 7-20.  I apologize for any confusion.

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising 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.

  I had a sofa delivered by the business. When they delivered the sofa they damaged and broke my front porch light. The light was broken and torn loose from the wall. I called to report this immediately and was told I would be contacted on Monday by a manager to discuss replacing the light. It has now been almost 2 weeks with no call. I've tried to call back, but a manager is never available. It is clear the company is attempting to dodge the situation. They need to repair/replace the damage they caused to my property.

  

  Business Response

  Date: 07/22/2024

  We have reached out to this customer about this.  We apologize for the unfortunate accident.  We will take care of the issue.

  Customer Answer

  Date: 07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as they do fulfil the promise to repair/pay for the light.  ***** stated that it may be a few weeks before they could get someone out, but I could get the replacement light and bring in the receipt and they would refund me for the replacement.    
  
  Sincerely,
  
  *****************************