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:03/31/2025

  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 Nov. 22. 2024, I took my 90 year old mother to SuperNova to buy a smaller bedroom set to accommodate her using a ****** in her bedroom. This was on a Friday afternoon. We were assured of next day delivery so we would have time to take her bedroom set down. We removed bedroom set the next morning and gave it away via ******** marketplace. We waited all day Saturday and finally called their warehouse to inquire about delivery. I was told they dont deliver on Saturday and it would be delivered on Monday. We waited at home all day on Monday and didnt hear from them. On Tuesday morning I called their warehouse warehouse and cancelled the order and drove out to Gallery furniture and got her a bedroom set that I brought home and set up that day. I went to SuperNova that afternoon and told them the order was cancelled and that I wanted a refund. I was told by ( manager on duty I believe) that when the charge came through it would be taken care of. We are still trying to get my mothers refund of $950 for furniture that was never received.

• Initial Complaint

  Date:11/15/2024

  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 June 29, 2024 we purchased a bedroom set which included a free vanity for $3500 from the **** location. At the time the business was promoting for the 4th of July a sale of if you purchased any bedroom set you got a free living room & 2nd bedroom or kitchen table free. I had mentioned to ***** our salesman we were going to continue looking elsewhere since they didn't really have what we were looking for. He then informed us they had furniture elsewhere and we could see it on the computer or sales books they had. We found something we liked but still not being convinced ***** through in the free vanity since he saw my daughter was interested in ********* had already asked if we were taking the promotion for other free rooms he said he would switch it out and give us vanity for free & closed the deal. On July 2, 2024 the furniture was suppose to be delivered however it was not. After waiting with no communication for 2 weeks I called to inquire what was going on the excuses began. We were asked to wait w more weeks which we did & no furniture. Then I called to ask for my ********** went up to the business location we were asked to wait a few more weeks because the furniture was in transit. I however still asked for my Refund and was told I had to wait for approval 3 months go by of back and forth excuse after excuse, speaking to **** the owner several times and no sign of resolution. The 1st time I spoke to **** was July 18th the last time was October 8th. Here we are 5 months later and I receive a phone call that I can't get a refund because HALF of the piece of furniture that was suppose to be free (vanity drawers NO mirror) got delivered. So they are charging me $3500 for a half vanity that was promoted free? I am simply done with the excuses and unprofessionalness of this business the owner and employees and want a full refund. Going to court is my last resort which however might be a good way for future consumers to be made aware of this scam of a business.

• Initial Complaint

  Date:11/09/2024

  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 went to Nova Furniture store. 45 Showroom. **************************************. We had never been there before and i finally went. The sales lady **** was very determined and persistent. She showed us some white furniture sets. I became very stressed and felt pressure and then the sales woman kept insisting I buy it. I said okay and we signed it. I didnt want it though. I paid for it. After leaving I turned my car around and I went right back to tell **** the sales woman that I want a refund. She said she cant refund it to me. The manager is not in till tomorrow. So I went the next day came in the morning the person who was delivering the mattress to where I live called and I told her to cancel it I dont want the mattress and she said ok bye. I didnt receive any furniture where I live. I canceled it. I went to the store that morning and spoke with ****. He said there will be a 30% charge from the refund. And sense I paid in cash he can not refund the money like he could if I paid for it on a card. He said he will have it ready in a few hours that he will call me. He never called once. I have been calling him sense and I went to the store the next day in the morning and he said that the woman who signs the check is out of town in **** and wont be back till Thursday to call him Wednesday next week. I called he was busy all day every time I called. So I called the next day he said she is back from ***** but hasnt come to the store yet that he sent her a email about the refund and he will call me as soon as he speaks to her. I called today and she answered the phone I told her about the refund she said she is not in charge of writing the checks the manager **** is. I am getting the run around. Also, why are they charging me 30 % when nothing was delivered to me?

• Initial Complaint

  Date:09/20/2023

  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.

  We purchase furniture at the Humble store in Deerbrook August 13, some was delivered on August 21, a large console table was said to be on back order and to be delivered on the 7 th of September, I have called numerous times and they have repeatedly lied to me saying they will delivered the following day, it’s been more than one month and now they are not answering my calls nor my texts,the last text was from the sales man named Eduardo Ortiz,after I text him , stating it was supposed to be deliver on the 7th my credit card has been charged for the amount of the end table, I want consumers to know about this shady business and how they operate, I was lied to and now ignored ,they are not professional and I see now they have other complaints against them, I can’t speak to anyone there cause they will hang up on me or transfer me around. We are very upset , my husband and I , all we wanted was to get our furniture and if we can get it delivered it would be best ,but if they won’t or simply lied about having it, at least our 3,500 back that is the cost of the end table we never received.

• Initial Complaint

  Date:06/13/2023

  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 was told that I would receive my deposit per top right corner of agreement. I went to the store in April of 2023 and was told to bring the document signed. I returned to Katy Texas the 1st week in May and brought the paperwork. I was told the gentleman that needed to ok the process of the refund wasn't there but they young man made a copy of the agreement and said he would put it on his desk because he was going to be in the next day. I never heard back or received my refund. I went back to the store and the guy I originally dealt with along with Margarita seemed upset because I asked for my refund. I told him I did not live in Texas to keep coming back the way I have been behind a $50 deposit.He became rude and said I sent it in a text to the warehouse so you should receive it in 7 to 10 business days. I told him I've been told thus 3 times already. He then said "look, like I said u sent it and you should receive your deposit in 7 to 10 business days" rudely. I have been trying to call them at each of there locations and no one is giving me al straight answer about my deposit. Just need to know where is my deposit at this point..

• Initial Complaint

  Date:01/30/2023

  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’d like to start off by stating that I have patiently waited and tried to resolve my issue for a year now. I have been ignored by 4 representatives including the salesman that sold everything to me. The owner himself has ignored me and at this point I feel scammed. I paid a total of $9,000 for a living room set, dining table and chairs plus the master bedroom set. The living room set is completely broken. We cannot sit on the loveseat in fear of falling backwards; it appears to be broken into three pieces. The longer sofa is also broken. The footrest will NOT go back down; it remains open. The master bedroom furniture seems was not put together correctly. $9,000 is a lot of money especially in the economy we are in. I have looked for help everywhere. It honestly seems like they gave me furniture from the clearance or display section as it is broken and definitely not quality especially for what they sold it to me for. I feel completely taken advantage of, scammed and ignored. I have called them numerous times and I have the texts that were honestly pointless.

• Initial Complaint

  Date:11/22/2022

  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.

  Bought a new furniture and was deliver and had mold after a week I get another couch and the couch leather is already breaking apart , and it was used had chips crump on the chair . I don’t want anymore and talk to the owner but she doesn’t want to acknowledge anything that I don’t want her couches. No good business with this people .

• Initial Complaint

  Date:10/17/2022

  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 purchased a bedroom set and coffee and end tables from Supernova in August. The salespeople were very aggressive and would not let us leave without offering us a "deal" for furniture. Of course, it was too good to be true and I took the offer. Shortly after delivering the bedroom set and coffee and end tables, I noticed the coffee and end tables were damaged. I contacted the store who did not wan to take my call. After several attempts of calling and leaving message, I finally went back into the store to speak to Luigi. He informed me that I needed to contact the warehouse to make the change. Again, after several attempt s to get ahold of someone the solution that was offered was allow them to fix the table. She said, "our warehouse technician is very good at what he does and he can repair the tables and make them look brand new." I told her I didn't purchase tables that needed repairs, I purchased tables that were brand new. I requested the manager who allowed me to exchange the tables only to learn they were out of stock. After a couple of months of trying to reach someone by phone, I went back to the store. Luigi told me to pick out a new set and they would get the exchange taken care of. The options were very limited and would not match the price I paid for the first set, however, I just wanted to get it done. Fast forward to the delivery of my new tables on Saturday, 10/15/22. The guys put the table together in the truck outside. Which was weird to me, but I didn't question it. When the finished, they brought the tables in and exchanged the others out. The delivery guys were acting weird. After they left, I started to inspect the tables and noticed the coffee table was damaged. I immediately sent a picture to the warehouse. I followed up with a phone call the next day. The warehouse manager told me the only way to exchange the table is to bring the tables to the warehouse after Wednesday on my own. When asked for the owner information, he refused to give.

• Initial Complaint

  Date:08/24/2022

  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 purchased one of the package deals from the Gulf freeway location, Yuli was my salesperson & the day we picked out all our pieces it was all smooth & she assured me everything was going to be delivered & professionally assembled. Well it's just been disappointment after disappointment for the last 2 weeks. The 1st delivery we only got half of our order. The bunk beds were poorly assembled, missing the trundle pullout & had multiple damage marks & misaligned pieces. Protruding screws & just a complete hazard for my kids to sleep on. The day bed they brought was the wrong color & size. We ordered a full & got a twin. So went back to the store informed Rigo of everything & he said he would fix everything. I told him that we no longer wanted either bed & we were supposed to exchange them for two different beds and he said that would be fine. Well he never got back to us so we never selected the other beds and the delivery guys showed up for the second time with what was supposed to be the rest of our order and then picking up the other two beds instead we received the missing items and instead of disassembling and taking the two beds they just tightened a couple of screws still no trundle for the bunk bed and all of our mattresses were supposed to be pillow tops which were also supposed to be replaced they weren't the mirror that rigo said he would throw in for free also not placed in the order they sent us two of the same lamps we ordered two completely different lamps the dresser that we ordered came with the second delivery and upon the delivery guys leaving we noticed that it's damaged and the all the drawers all the drawers are supposed to be lined with red velvet only the top drawers top two drawers are lined with velvet the middle two drawers are painted red and the bottom two drawers there's not even red paint it's just bare wood. For the amount of money that I paid this is absolutely unacceptable. And at this point I want a full refund.

• Initial Complaint

  Date:06/27/2022

  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.

  We purchased a master bedroom set from this location. We were advised that the owner, lady in the commercials, designed certain bedroom sets that were limited and made of REAL wood. The footboard of our bed started to come apart, they came and repaired it, but then we had the SAME problem and then noticed that this set is not throughly made of wood! See pic of color coming off. Fabricio from the company called and I expressed to him our issue. He said he would take care of it and call me back; they never do. I had to call him back. When Fabricio called me back I expressed to him that we spent $6k on this set and we expect it to be more durable, and I even advised him that the set was not of wood! He said that that set was not available in the warehouse and when they got one he'd call me to set up an appointment to replace the whole set. I advised him I wanted a real wooden set like I was promised! He said ok.... I had another lady call me and tell me she would speak to Fabricio about what he told me and call me back. Nothing. I have sent emails, sent messages on their Facebook messenger (they've contacted me before using that method, now they don't) and I have even left reviews... I get nothing.