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:02/09/2025

  Type:Product 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.

  I bought this couch in 2023 and less than a month later, the fabric started severely pilling. I worked with a designer who ordered the couch for us. This company refuses to work with customers directly, and says you can only speak to them through the designer. Our designer was so unprofessional and rude (please see text messages attached and view for yourself) and the company offered me no solution. They told me I could send the couch cushion back - but it could take more than 6 months to look into it. Why would I send a cushion back and not be able to use my couch for six months? This is clearly an issue since there’s so many other complaints on here where people have had the same issue. I paid $8,000 for this couch expecting it to last me at least 5-10 years. The couch was destroyed with in a matter of weeks. I have no children and no pets. There is no reason the couch should pill this bad from just sitting on it. The fabric is defective and they refuse to help customers. It’s disgusting and I hope this complaint helps someone who could be potentially robbed of $8,000 or more dollars.

  Business Response

  Date: 02/14/2025

  Hello. Thank you for reaching out with your concerns. Unfortunately, we do not work directly with consumers on claims, as the piece was purchased through an authorized designer. We kindly ask that you contact the designer you purchased it from, and we will be happy to look into this case further.Additionally, we will reach out to the designer as well in an effort to find a resolution for this order. Please let us know if you need any further assistance.

  Customer Answer

  Date: 02/14/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I already reached out to the designer who was super rude to me and did not help at all. I can’t continue reaching out to someone who refuses to help me. They said send the couch cushions back - and that I’d be unable to use my couch for 6+ months. This is not an acceptable solution. Please see text messages with designer in original complaint submitted.  Regards, **** ********* 

• Initial Complaint

  Date:04/28/2024

  Type:Product 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.

  On 11/26/22 I purchased a Rowe Martin loveseat. I waited until 3/23/23 for delivery. After watching the delivery people try to get it in my house for over an hour and damaging my woodwork, I measured it. They had sent a full size sofa, not the loveseat I ordered. They ask if I wanted to keep the sofa instead. (Obviously not, as it didn't fit in my house!) Rowe was supposedly going to expedite production of the correct piece and rush the delivery. After waiting another 16 weeks for the expedited loveseat, they finally delivered it on 7/13/23. When the deliver people unwrapped it, I immediately noticed that the wood leg was split. I was assured by the retailer that it would be replaced. It also smelled really bad. The area Rep for Rowe Furniture came to inspect the loveseat on 8/18/23. Even though he said that he couldn't smell anything, he told me to put ******* fabric freshener on it and he stated that he would send out a repair person. When I was contacted by the furniture repair company they asked if I had the new leg, to which I answered no. The repair was set for 10/14/23. When they showed up to do the repair they didn't have the new leg with them, but stated that after viewing the damage the wrong part had been ordered anyway and they would get back in touch with Rowe. They state they could smell something unpleasant but didn't know the cause. This is the last I heard from anyone. I have emailed and called the Rowe Rep multiple time without any response. I can't even sell the thing and start over with a different manufacturer because its damaged.

  Business Response

  Date: 05/07/2024

  Hello, thank you for reaching out to us. We will be contacting the authorized retailer where you purchased regarding an update on your service claim, as well as the additional concerns. We do appreciate you reaching out and thank you for your feedback and information.

  Customer Answer

  Date: 05/09/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have no confidence that there will be any follow through by Rowe Furniture or the retailer.  I have had nothing but lip service for a year and a half.  Or worse yet, complete silence after I contacted them multiple times.  Actions speak louder than words. Regards, ***** ******* 

  Business Response

  Date: 05/20/2024

  We are currently working with the authorized retailer to resolve your product issues.

  Customer Answer

  Date: 05/20/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was contacted last Wednesday 5/15/24 by the same furniture repair company as in October 2023.  Nothing has happened since October 2023, so until the repair is completed I don't want the complaint closed.  Also they did not address any financial compensation . Regards, ***** ******* 

• Initial Complaint

  Date:07/04/2023

  Type:Product 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.

  I am here to make a complain and it is the second time I am reaching out. I have contacted your reseller multiple times since October 29th, 2022 to solve the issue and it is still not solved. Reseller of ***** ***** name in *** ********* is: ***** *** **** I purchased the Oslo -114 sofa, Serial number: ********  I bought the Sofa and took more than 6 months to receive, but I knew it. But when it came, for the first 6 months so many feather were out and poking us. This is not ok for 6 thousand dollars sofa. It is only my husband and I at the house. We have no dogs and no kids, and the sofa looks like an old sofa. I do expect some response from the manufacturer since I was still under warranty when I brought this topic to the manufacturer attention and to the attention of the reseller. I have many emails and many pictures sent and also proof that I am trying to solve the issue since 2022.

  Business Response

  Date: 07/05/2023

  Hello,Thank you for contacting us regarding your concerns. We do not work directly with consumers regarding claims but we appreciate you bringing this to our attention. We will be contacting the retail store from where you purchased so we can work toward a solution for your cushions. I'm sorry this has happened.Thank you,*******

  Customer Answer

  Date: 07/05/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Rowe Furniture, Inc. should cover my warranty, even though they do not deal directly with customers. That is their responsibility. Meaning, I would like to see a more concrete response from this business. When I filled the complain with the vendor (***** *** ****) and I was still under warranty,  they kept contacting the manufacturer ( Rowe Furniture, Inc)) and they never took any real action (see my original emails attached with the history). The representative from Rowe from that store in *** ********* knew about my case, her name is ******, and never worked on a solution this is why I am requesting a refund. After waiting for over 8 months from the manufacturer to send the new cushions nothing happened. My other concern is: What if after I receive the new cushions I continue having the same issue I am having now with the feathers poking us? I need to have an answer to what happens in this case too.  Regards, ******* ****** **** 

  Business Response

  Date: 07/18/2023

  Hello,We do acknowledge your complaint and understand you do not feel satisfied with this solution. We will pass this information over to the authorized retailer where you purchased, so we can work towards a solution that does work for you.

  Customer Answer

  Date: 07/18/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Again, thanks for looking closer into a solution, but I am rejecting this solution since it is not a concrete solution and I have not hear from the Vendor or the manufacturer about the actual details on how to solve my case. I have been waiting for too long for a concrete solution and so far this is all I receive. They both keep saying the responsibility in on the other party, meanwhile I have nothing on my side since last year.  Regards, ******* ****** **** 

• Initial Complaint

  Date:04/06/2023

  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.

  Paid 3800.00 for Robin Bruce Sylvie Sofa Delivered on March 28, 2023 Advertised as 88” width sofa Measures 85” Retailer measures 86” I did not pay $3,800.00 for a 85” sofa. It also has a hole.

  Business Response

  Date: 04/07/2023

  Hello,Thank you for reaching out to us with your concerns. I apologize this has happened. Unfortunately we do not work directly with consumers on claims since your purchase was made with one of our authorized retailers. Can you please let us know at your convenience where this sofa was purchased from, so we can better assist you.

  Customer Answer

  Date: 04/14/2023

  I have reviewed the response offer made by the business in reference to complaint ID 19906644, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ****** **********  **** ***** **  ************ **  ************   Regards, **** ***** 

  Business Response

  Date: 04/28/2023

  Hello,Thank you for the information. We will be contacting the store where you purchased, and you should hear from them soon with disposition. I apologize this has happened.Thank you*******

  Customer Answer

  Date: 04/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business has already taken care of the issues.  Regards, **** *****

• Initial Complaint

  Date:12/29/2022

  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.

  We purchased a couch, two chairs and two ottomans from Rowe in the spring of 2021. Within 1 month of receiving them, the fabric started to pill badly. We were sent a fabric shaver and we’re told to use that and the killing wouldn’t come back. After 3 times of repeating this process the piling comes back immediately. Rowe has indicated that they won’t be replacing the furniture or any other replacement or refund outcome. I noticed there is the same complaint from another consumer on the BBB site from earlier in the year. I would like a refund on all of the pieces we purchased.

  Business Response

  Date: 12/30/2022

  Thank you for contacting us about your concerns. Since we do not work directly with consumers regarding claims we will be contacting your authorized retailer for additional information regarding your date of purchase and serial number of your sofa. Thank you for your purchase with Rowe and bringing this to our attention.

  Business Response

  Date: 01/10/2023

  Hello,We have been in contact with the retailer where the sofa and items were purchased. The retailer should be contacting the consumer soon, regarding a refund.

  Customer Answer

  Date: 01/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *********

• Initial Complaint

  Date:09/05/2022

  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.

  3/20/22- I placed an order for a Robin Bruce sofa. Sofa description: Robin Bruce Sofa, 23-Moreau-003-Custom, 98"L x41"D x 35"H, leg finish=Chestnut, Fabric Color= Federal Blue Grade Q (Fabric #18099-52). Approximately 7/20/22- sofa was delivered to my home. The color of the sofa received is NOT the color I ordered based on the swatch viewed and selected at my retailers location. Color of the sofa received is a lighter blue with green undertones. I viewed the exact same swatch at a different fine furniture retailer in my area and confirmed the swatch from my retailer and the second swatch were the same true dark blue/Federal Blue color I had initially chosen. My retailer reached out to ROWE to help resolve my complaint that the fabric color was not as expected. My retailer attempted for over 1 month to resolve the issue, requesting I text pictures etc. to send to ROWE. A representative of the retailer also visited my home to view the sofa in person. I was advised by the retailer it's possible ROWE would not be willing to accept the color error. In case that were to be the result, the retailer offered to reimburse me a % of costs for the inconvenience. In the interim, ROWE requested my retailer mail one of my bolster pillows so they could compare the color. Around 8/27/22, I also submitted a request to ROWE via their online 'Contact Us' form. I explained the issue of the color not being as expected and the inconvenience the delayed responses to my retailer (since 7/2022) caused as I was unable to hold a pre-planned gathering at my home (assuming sofa might be returned). It's also delayed my other furniture purchases. ROWE replied they could not discuss my order directly and to contact retailer. After contacting retailer, they advised ROWE did not agree they made an error and would not resolve. When consumers elect to purchase a CUSTOM sofa, and are willing to pay over $3500 for said sofa, expectation is the color and appearance will be as expected upon delivery.

  Business Response

  Date: 09/06/2022

  Hello,Thank you for contacting us regarding your concerns. We do appreciate your feedback and you allowing us to view your swatch for comparison. While this was evaluated by our fabric team at Rowe and deemed up to specs, because we value your business we would like to offer a replacement sofa to you. We would like to suggest a different fabric selection for your replacement piece. Since we do not work directly with consumers we will contact your retailer regarding the replacement, and have this process started internally.Thank you for your business

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I filed a complaint in early September and it's been closed as resolved. The manufacturer advised they will work with retailer but retailer advised they have not been made aware of replacement. I need to know status. The manufacturer typically does not contact consumer directly but I need info now. The complaint id was:Complaint ID:********. Please advise what I should do to get this on track and for manufacturer to update me. They are not great at communicating Regards, *** ****

  Business Response

  Date: 09/29/2022

  Hello,Thank you for contacting us regarding your concerns. I will contact the furniture retailer regarding your replacement piece for an update.  Thank you,*******

  Customer Answer

  Date: 10/04/2022

  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  To advise, my fabric choice for the replacement was shared earlier with the retailer. I would like to request a sample from the bolt be mailed to me to confirm fabric is the color expected prior to creating new sofa. I'd also like to understand any expectations communicated to the retailer concerning the replacement. Please contact me at ************ with questions and updates as needed. I'm willing to communicate directly until new sofa is delivered.  Address correction:**** ******** *****  ********* ** ***** Regards, *** ****

• Initial Complaint

  Date:07/26/2022

  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.

  We purchased two Rowe Hollister swivel chairs on 1-02-22. They were delivered in March 2022. One of the chairs was defective. The chair was not made right. The material all over the top part of the chair was very loose. I called ******** Furniture and spoke with ****** & she had a guy come out to see if he could fix it, he tried & he could not. They got in touch with you on or before May 23 & they picked the chair up to send back to you to be repaired per your request. We received the chair back on July 11th and the chair was in worse condition than when we first got it. The side arm has been stapled & pulled which you can see in the photos & the bottom of the chair has been pulled and the material has been ripped frayed. This is unacceptable. We paid over $1200.00 a piece for these chairs and all we are asking for is a new chair in place of the defective chair. I have called ****** from ******** & she is waiting on a response from your company. It’s been a week. We also have an ottoman on order but are having second thoughts on & canceling our order. We thought Rowe was a reputable company with quality workmanship but the workmanship on this chair is very poor. Please help!

  Business Response

  Date: 08/11/2022

  Hello, Thank you for contacting us regarding your concerns. This particular case has been reviewed and we would like to offer a replacement piece to the customer. As a manufacturer, we do not work directly with consumers so we will process the replacement order through the authorized retailer. On behalf of Rowe Furniture, I do want to apologize for the issues you have experienced and we do appreciate your business. I will work diligently to resolve this issue and rush the replacement piece as quickly as I can. If I can help further in any way please feel free to contact me directly. Thank you,******* ******

  Business Response

  Date: 08/11/2022

  Hello, Thank you for contacting us regarding your concerns. This particular case has been reviewed and we would like to offer a replacement piece to the customer. As a manufacturer, we do not work directly with consumers so we will process the replacement order through the authorized retailer, ****** Furniture. On behalf of Rowe Furniture, I do want to apologize for the issues you have experienced and we do appreciate your business. I will work diligently to resolve this issue and rush the replacement piece as quickly as I can. If I can help further in any way please feel free to contact me directly. Thank you,******* ******

  Customer Answer

  Date: 08/11/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ********