ComplaintsforExclusive Furniture

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Sofa from this company on 9/6/23. Within a few weeks one of the leather remote controllable seats collapsed. Company sent out a warranty specialist appx. 3 weeks after filed a warranty complaint. Specialist agreed the seat needed to be replaced but he had to order parts. Since mid-November, I have been unable to communicate with company. They put me on perpetual hold. I've tried e-mailing, but no one returns my correspondence. I've even emailed the company president, without luck. Not sure what to do next. I'll accept repair, replacement, or refund.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On or about November 20th we purchased a Sofa online and used ****** to finance the purchase. After several days, I made nunerous calls and was always told someone would get back to me and that was to no avail. I made numerous calls. Eventually I spoke to someone that identified as a supervisor and found out the sofa had never been ordered. I canceled the ordered and was assured. The order would be canceled. Now, ****** is telling me that I am behind over $500. I found out today that Exclusive was funded on November 28th. Today is January 16th 2024. I spoke with ****** and was told that I was responsible for payment. I want Exclusive Furniture to refund the full amount owede back to ****** immediately.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an expensive piece of leather furniture from Exclusive. The delivery crew mishandled the furniture, causing extensive damage. I was promised replacement, however, as I now attempt to get the details on the replacement, they’re not cooperative leaving me to believe they will not follow through on their replacement promise. Seeking support from BBB before I retain counsel and file suit.

  Business response

  04/06/2023

  Hello there, thank you for reaching out to us about this issue, we do apologize sincerly about this inconvenience and delay. We definantly understand your frustration, we have not denied the exchange for this set,we simply do not have it in stock. It is however on order and we have updated you on the eta of the sectional. Thank you so much for your patience 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 03/02/22 I paid a $100.00 that was required by the store to be applied to a purchase of a bed. The bed was financed but I changed my mind regarding purchase due to pricing/interest rates were too high. I was told I could get my money back by management if I changed my mind. On 10/15/22 I went in to the store for reimbursement but was I could only receive store credit. I could understand if the $100 was a requirement but I over to apply the $100 of my own recognizance. I even called a few months afterwards to cancel and was transferred to a manager who convinced me not to cancel which reassured me that I could get my money back if I changed my mind.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business is very unprofessional Purchased furniture back in September 3 furniture was damaged informed the store that day.Three time the store delivered damaged furniture i kept refusing it because it was damaged.So I had surgery and was hospitalized I call the store November 2 left a message for robert store manager still waiting after 4 left message now.Talked to*******she had the nerve to say the furniture been in your home more then 30days nothing wr can do had no records of me having damaged furniture games people play very unprofessional after coming out three times with this damaged furniture.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ********* I brought over 3,000.00 furniture and I paid 600.00 in warranty, to fix or replace any of the furniture I got for two years. By office chair wheels broke. 29/June/2022, I drive to exclusive furniture with the chair and they told me to take the chair back home and they provided me with a email address to email with pictures. I emailed and sent pictures of the broken chair 29/Jun/22. Someone emailed me back asking for more pictures, I sent more pictures, couple days later, someone texted me and asked for more pictures, I sent more pictures again and I was told someone with contact me to fix the chair. To this day, I have not hear back from Exclusive Furniture. All I need is my chair replace or repair as promised. I paid for the protection and I expect them to keep their side of the agreement.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to buy a table from this business. The salesman added things without my consent or permission and had the manager involved. This was just the beginning of the problems. We received the table august 24th, the table and chairs that we received were damaged. The table was not like the table that was shown to us in the store I was mislead. I went to the store and showed the manager and was told I could pick a new table. The exchange came on the 12th of September but I refused to accept it because it also came defective there was paint splattered on the table, the table was not sanded, there was a corner that was broken and tried to fix with with wood filler but it was not the same color as the table. I was told to call the store for another exchange and i was told it would be 24 hours for the new one to come. A whole week passed by and I never got a call for the arrival for the new exchange. Every time I call the store the employees do not know how to help or know what is going on with my order. There is no communication amongst the employees and each time I call I have to repeat myself. The salesman gave me his number to call if i had questions or to help with my order. I tried calling him and never picks up his phone. When I call the store I am told to call customer service. When I call customer service I am told to call the store. Its frustrating that my issues with my purchase is not getting resolved and I am repeatedly lied to by all the employees and I am just constantly being pushed back and forth and no one seems to know anything. I am also being told that in reports that employees make that I am picky. That is not the case, why would I receive something that I was not promised, why would I complain if there were nothing wrong with the items I have received. I called them again because nothing is getting resolved and I asked for a refund and for them to take back the table and they don't want to give me my money back.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On August 25 I contacted Exclusive and spoke with the sales rep named Felia. I explained to him that I was moving 7.5 hrs away and I needed to get the parts to my bed frame that I purchased in 2020 because they became damaged. I told him that we had a brand new Exclusive 5 mins from our home in Spring. Was it necessary to come all the way to the Webster location. He said,” he had all of my information so it would be easier so I came out to the store with my husband and we showed the sales rep the part that was damaged to my bed. He stated that I needed the bed rails. I already had bed rails that were in good condition but he claimed that everything I needed was included with the bed rails. Then he sold me a warranty that I’ve just cancelled that I had no need for. Then the sales rep told us that we could avoid the delivery charge by picking up the items at the warehouse. He told us the warehouse was on 290 & Beltway 8. It was in Missouri City,TX. We drove to the warehouse in a 26ft Uhaul truck so there goes the delivery charge. We get to Wolfforth,TX and move in our new place. We hired an assembler to put all of our beds together and he disappoints us to inform us that we are missing the slacks. I have been diagnosed with severe degenerative disc disease and I am currently on long-term disability for my neuromuscular skeletal tissues. We have been sleeping literally on the floor and it is a struggle to get in and out this bed. We spoke with the sales rep and he said the store was going to order the slacks when could we come pick them up. Really? 7.5 hrs away! So we spoke with Nick the manager and he said they were going to ship them to us. On Friday September 9 we received a text from the sales rep stating that we would receive a tracking number on Saturday. On Monday we contacted the manager again because we never received the tracking information and we still have not received anything by ***** or ***.

  Business response

  09/19/2022

  Hello there, our records show this has been taken care of. The tracking should also have been sent to you by now. We apologize about the inconvenience. Thank you  

  Customer response

  09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. This has not been resolved because no one as of 9/20/22 has reached out too me to provide a tracking number for the slacks to be delivered to my home. I've been waiting for a tracking number since 9/10/22.The slacks should have been delivered by now because the sales agent and the manager confirmed together that they did go to deliver it. It doesn't take that long for the parts to arrive! It's now 9/20/22. We moved here to Wolfforth on 8/27/22. We have been sleeping on the floor almost a month now. I am currently on long term disability due to my spine and neuromuscular issues and I do have medical documentation to prove why it's very important that I have the necessary parts to go to my bed. There is no Exclusive Furniture stores out here unfortunately. I have not heard back from corporate or the store pertaining to the tracking number or why it hasn't been delivered as of today 9/20/22.
  
  
  
  
   
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a sectional sofa on 7/23/22 from Exclusive Furniture that was delivered to my home on 9/12/22. Total cost was $4,977.34 which includes $299 for the combination 5 year protection, invoice *********. The delivery arrived at 4:26pm on 9/12. The sectional was in 3 pieces. There were 2 delivery guys. While bringing in the 3rd piece of the sectional, they had trouble getting the back end through the door. While still outside my door, one of the guys started removing the plastic covering from the 3rd piece in an effort to remove the legs so they could get the back end of the 3rd piece through the door. Getting the 3rd piece was a tight fit but they were able to get it through the door. After they got the 3rd piece in, I noticed damage to the paint on my door in several places. After they placed the sofa down, I saw paint from the door on my sofa (oil based paint). I immediately called the store to report the incident, I also sent a text to my sales guy who sold me the sofa. The person I spoke to provided me an email address to send my claim along with pictures of the damage. The next day my sales guy reached out to me. On 9/13 I was contacted by a contractor who stated he was hired by Exclusive Furniture to come out and repair/paint my door. I never heard anything from anyone regarding the damage to my sofa. I contacted corporate office today and was told my claim for my sofa damage was denied because my sectional was an "As-Is" purchase. I explained that I did not purchase the sectional from the show room floor damaged, it was damaged by the delivery crew while bringing it in my home. I also asked, if the store refuses to pay for the damage to my sofa, shouldn't my protection plan ($299 charge) cover the damage. I was told the protection plan covers future damage. I'm confused. They took responsibility for damaging my door but not my sofa (paint damage from the door). I want my sofa repaired and my $299 for the protection plan refunded.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2022, $4420. I purchased an adjustable mattress from Exclusive Furniture on July 4, 2022. My bill was $4420.93. About 2 weeks later after it arrived the bed started having a squeaking noise. When I contacted them they told me it was nothing they could do about it because I didn't purchase the bedroom set from the m. I complained to Corprate and threatened to contact you all. Someone called me back asked me to send a video which I did. They had someone to come out to check it out. The guys looked underneath the bed and said oh I see whats wrong. They didnt tighten the bolt up. They tightened it up on both sides and that stopped the squeaking for about 2 weeks. Now it is doing it again. I emailed Corporate again on August 31st. When I didn't hear back I called them. Customer service told me it takes about 24 hours for a response. I emailed again. Then I called them on Sept. 5th and spoke with Kimberly. She said they could not do anything about it because it was my bed which is the cause of the noise. I told her that is a lie. My wood bed frame does not squeak. I wanted them to come out and take the mattresses off and tighten up everything. Because apparently when it was first assembled something is not right. They are refusing to do that. Truth be told I have MS. I was looking for a great night sleep the reason I paid so much but I am very disappointed. After several weeks of sleeping on the mattress my side already have a dip in it. Mrs Parris ****** *** *** ****  Sent from Parris ****** (************@yahoo.com)  

  Business response

  09/13/2022

  Hi there, thank you for reaching out to us. Were sorry hear about this. We do have record that we went out and could not fix the issue. If the problem is the base, then you need to contact the warranty for the base directly. They have trained technicians that can take a look at it. Here is there contact number Mantua ************. Thank you

*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. ↩