Complaints

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

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  Exclusive Furniture

  11011 Westbrae Pkwy Houston, TX 77031-3810

• 

  Exclusive Furniture

  25330 Northwest Fwy Cypress, TX 77429

• 

  Exclusive Furniture

  21018 W Bellfort Richmond, TX 77406-1685

• 

  Exclusive Furniture

  6900 Southwest Fwy Houston, TX 77074-2106

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  Exclusive Furniture

  2350 Highway 6 S Houston, TX 77077-5248

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:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted Exclusive Furniture about a warranty for a mattress that we purchased in 2019 they said because we did not buy their mattress protector thatit was not covered even though the mattress protector has nothing to do with the mattress sagging. We then talk to Sealy do you have a 10 year on the mattress and they said we had to go through Exclusive Furniture Because they had to handle this I called back to exclusive furniture and the supervisor at the corporate office told me they were not gonna warranty because we didnt buy a mattress protector and told me that their policy was if we didnt buy a mattress protector that the warranty was void.She then text me their policy, but on the policy it states they recommend buying a mattress protector to keep from avoiding the warranty. It does say you have to buy one and a mattress protector is only a cover stains. There are no stains on the mattress. It is sagging from where we lay And ***** agreed that it should be under warranty, but we have to use exclusive furniture. They continue to hang up on us and will not the warranty. I made a three-way call with Sealy mattresses and exclusive furniture and Sealy say yes they should cover the warranty, but they said they were going to. The only reason is is because we did not purchase the mattress protector below is a copy of their policy Mattress Warranty Mattresses are covered under the mattress manufacturer's guideline which can vary between 1-10 years based on your product. In order for the mattress warranty to be valid, there cannot be any stains on the mattress of any size, and the ************** label MUST be attached to the mattress, otherwise the ******** warranty is ************ You must contact the store you purchased from in order to proceed with your warranty claim. Exclusive Furniture sells mattress protectors to insure your warranty stays ******** me as a customer, this is fraud

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 am submitting a formal complaint against Exclusive Furniture due to misleading sales tactics, unresolved delivery issues, and unprofessional customer service. Despite multiple attempts to resolve the matter directly, the company has failed to provide a fair resolution.On Presidents Day, I financed nearly $6,000 worth of furniture from Exclusive Furniture. The salesperson, *****, assured me that an end table would be removed from my order, and I have this in writing. He later admitted he forgot the table was special ordered and could not correct the mistake. Despite this, corporate refused to cancel the table, even though it had not shipped at the time of my request, leaving me stuck with an item I do not need.I received two incorrect deliverieswrong dining chairs and an armless sofa chair. The dining chairs were replaced, but the armless chair was missing, and I was not informed it was on backorder until March 18. Initially, I was told it would arrive on March 1, so I adjusted my schedule, only for the delivery to be a no-call, no-show. The correct armless chair was finally delivered on March 6, but the tables were not included. On March 7, my eta was March 15 for the tables, but again, it was a no-call, no-show.Attempts to get assistance from customer service have been met with dismissiveness and unprofessionalism. When I escalated my concerns to corporate, ******* was aggressive and dismissive. I also learned that Executive VP ***** doesn't accept customer complaints, which is unacceptable for a company of this size.Exclusive Furniture has only offered a $100 refund, which does not address the ongoing issues. I am formally requesting the full cancellation of the tables from my order due to predatory sales tactics and lack of basic customer service. Since ********************** has refused to act in good faith, I am escalating this complaint to your office and request that you review this case.Thank you for your assistance.Sincerely,******* *****

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  First couch purchased in August of 2024 Was picked up by Exclusive Furniture due to Electrical *************** November of 2024 I was told to go out and pick a new couch. That couch was ******* more then the first one and needed to be special ordered. I was told it was better quality and it would be a safer bet? I received it the end of November 2024. A week later the seats on both couches started to buckle and the arm of one couches cushion was cut too small. *** from Exclusive came out and agreed and told me two main mechanisms were failing. Current Manager (now fired) told me to come out again. I picked another couch. It has been now 5 months both couches are still sitting in my living room Buckled and not safe to sit in. I took the day off today for someone to come out and never showed. I called the company they could not get him to call back. I left several messages and he did not call back. Then I get a picture of my house stating he rang the door **** and left? I am now going into month number 6 still paying on this junk and they hired a new manager that frankly says too bad you have to keep what you bought and we will come out and fix? I did not by broken or malfunctioning sofas. I bought brand new 6500 plus sofa and love seats. I have suffered so much stress and anxiety. No quests during the holidays or even just to visit. I do not want these sofas. It is NOT what I paid for. I need an advocate who cares about customer rights and general care and compassion. I do have the former managers contact info and all my emails phone calls and texts saved for proof of my ordeal. I have faith that you will help me resolve this manner. I am only seeking what is fair. Take back the merchandise that is malfunctioning and stop false representation and unfair consumer treatment. Thank you

• Initial Complaint

  Date:03/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint against Exclusive Furniture regarding a defective recliner I purchased on 11/24/24. The recliner was delivered a week later I believe on 11/30, I noticed that the built-in charger was not working.On 12/30/24, I contacted Exclusive Furniture and provided the requested photos on the same day. A work order was scheduled on 01/03/25. When he arrived, he attempted various troubleshooting methods but determined that all 4 USB ports were defective and that replacement parts were needed. I was informed the office will call me for an update. Since then, I have made multiple attempts to follow up on the status of the replacement parts,On 02/03/25, I called to check on the order, and initially, the representatives had no record of it.on 02/04/25, I called again and spoke to a manager. He was unable to find any record of the order in their system. After putting me on hold, he returned with great news that the parts had suddenly been located,Given that I had already been waiting over 2 month, I requested a replacement recliner instead of waiting indefinitely for parts. The manager discouraged me by saying that a replacement would take even longer.On 03/13/25, I called again and was told I should use my 5 year warranty for the repair. I explained that the manufacturers warranty should cover this issue, and the 5 year warranty should only begin after that coverage expires.I find it completely unacceptable that after purchasing a $10,000 furniture set, I am being asked to replace parts on a brand-new recliner instead of receiving a functional product. Exclusive Furniture has failed to honor their responsibility to provide a defect-free product, and their CS has been inconsistent, misleading, and unhelpful.I am requesting immediate action from BBB to resolve this issue, Im requesting a full replacement of the 2 recliners for a new one with full functionality.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 PURCHASED A ***** FROM EXCLUSIVE FURNITURE IN 2022. I FILED A CLAIM WITH THEM BECAUSE THE RECLINER BUTTON WASN'T WORKING. AFTER MONTHS OF HAVING SOMEONE COME OUT THEY FINALLY DID AND INSTALLED THE BUTTON BACKWARDS. I FILED ANOTHER CLAIM ON THIS ISSUE WHICH TOOK SEVERAL MONTHS AGAIN TO HAVE A RESPONSE. BY THIS TIME THE ***** WAS BREAKING DOWN. AFTER MONTHS OF WAITING FOR THE PARTS, IT FINALLY WAS INSTALLED. THE INSTALLER MADE THE ***** WORSE. I CONTACTED EXCLUSIVE FURNITURE AGAIN AND THEY TOLD ME TO CONTACT MONTAGE, THE WARRANTY COMPANY. MONTAGE SENT A 3RD PARTY TECH AND SAID THE ***** WAS IN BAD SHAPE WITH WHATEVER THE PREVIOUS TECH HAD DONE AND DID NOT FIX IT AS HE SUGGESTED FULL REPLACEMENT. IT HAS BEEN MONTHS OF GOING BACK AND FORTH BETWEEN EXCLUSIVE FURNITURE TO HAVE THIS ISSUE RESOLVED. THEY DONT CLAIM RESPONSIBILITY BECAUSE THE LAST CLAIM WAS FILED IN 2024 BUT THIS WAS DUE TO THE ONGOING PROBLEM FROM 2022. I CANNOT 'ADD' TO AN EXISITING CLAIM BECAUSE EXCLUSIVE CLOSES THE CLAIMS. I WANT MY ***** REPLACED, THIS IS RIDICULOUS.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 recently purchased almost 10K in furniture either late September or early October 2024, don't have the exact date with me. After 2 delivery issues and finally 3 different deliveries I finally received all but 1 item. As of today 2/25/25 I still don't have that item. I have been to the store twice called twice and still nothing. I was informed I would receive a call, text, update and still nothing. I also sent pictures like I was informed to do about the mattress that I purchased that is already rippled and sagging. The missing item is a trundle to a bed. So now i have an extra mattress, sheets, bed cover, bedding set all that I can't use. I have been paying for all of this for months, wasted my time and effort trying to resolve the issue and still nothing. At this point I just want my money back for the item not received and I want the mattress that is messed up replaced.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On August 10, 2024 I purchased a sofa from Executive Furniture. I paid cash for this transaction. Item was delivered a few days later. However, delivery contractor severely damaged my $1700 Mahagony front door, including the door frame. Their repairman fixed the door frame, but was unable to fix the door. He recommended replacement, as he could not fix to my satisfaction. The sofa was also damaged. When I contacted the corporate office, they offered to have a furniture reupholster come to my house to repair the damage. I refused. Subsequently they collected the damaged unit and I was told my replacement would take approximately 60 days. Six months later I still have no sofa. This is with continued monthly promises of a delivery date. Promised date would be breached without even a phone call. I would call, and again be promised another date. I requested a refund numerous times. They refused to refund the money; Stating that it was not their policy to refund funds. Not until I informed Exclusive that I planned on filing a complaint with the BBB, A lawsuit, and pending KHOU interview did they acquiesce in refunding my funds. They also insisted that they would not be fixing my front door. Even though I had txt messages indicating they would replace my door. Txt even stated that they had a replacement door. I never saw the door, I wanted an exact replica of my front door. My home is new (only 8 months old). I was offered a refund as well as having a professional door repair company come out to assess the damage. This offer was made Jan 31, as of Feb 4th. I still have yet to obtain a refund noted in my bank accounts. I feel very angry that I have had to live without a place to sit all three holidays A company should not be allowed to keep funds for items they have not delivered in over six months. Customer service was non-existant. I will never purchase from this company again nor will I recommend them I await my refund as well as resolution to my damaged front door

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 have attempted to contact the business multiple times by phone and email to inquire about a refund for my order. However, I have received limited, delayed, or no responses from their customer service representatives and little to no resolution. I was treated horribly by the store manager. I do not have the goods nor pending receipt of goods that were on my original order. The order was cancelled and delivery was not completed.The credit card transaction was processed without proper authorization since the business has not upheld its end of the agreement by delivering the purchased items/services. I believe this transaction may violate consumer protection laws.I am requesting an immediate resolution to this matter. Specifically, I would like:1.A full refund of $308.50 charged to my credit card.

  Business Response

  Date: 10/29/2024

  Hi there, thank you for reaching out to us about this matter. Your account has now been refunded. Please allow 3-5 business days for funds to reflect back on your account. We apologize for the inconvenience we caused. 

   

  Thank you 

  Customer Answer

  Date: 10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:10/14/2024

  Type:Billing 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.

  Company committed to delivering my furniture. No furniture was delivered and orderer was cancelled. Horrible business

  Business Response

  Date: 10/29/2024

  Hi there, thank you for reaching out to us about this matter. Your account has now been refunded. Please allow 3-5 business days for funds to reflect back on your account. We apologize for the inconvenience we caused.

  Customer Answer

  Date: 10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  PLEASE QUIT TEXTING ME EXCLUSIVE FURNITURE DEALS to my CELLPHONE! I have reported this each week. I report it as SPAM and Block their number and then they send another Text to my phone the following week from a new number. Getting sick of it! Who do I report this too; the cops. This is Harassment you know. YOU DO NOT have my PERMISSION to keep sending me SPAM TEXTS to my Cellphone. STOP IT ALREADY! I only came into your store once two years ago. I never bought anything and I will NEVER step foot in your store. STOP the SPAM TEXTING TO MY PHONE.