Complaints

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

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  Schewels Home

  915 Main St Lynchburg, VA 24504-1628

  
• 

  Schewel Furniture

  901 Memorial Dr Ahoskie, NC 27910-3915

• 

  Schewels

  7800 W Broad St Richmond, VA 23220

• 

  Schewels Furniture Company, Inc.

  1785 N Bridge St Elkin, NC 28621

• 

  Schewel Furniture Co. Inc.

  15291 Creativity Dr Culpeper, VA 22701

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:04/25/2025

  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.

  My furniture was delivered Feb 10th.. Already waited hours later because they didn’t come at the time that was set. They said they got stuck in ******** which I accepted couldnt change it. Two men delivered my furniture and put my daughter bunk bed/trundle bed together. One guy was bringing in pieces and I had to say something to him about hitting the wall as he was going down the hallway. My dad stopped by because I told him they were delivering my stuff. He walked back there to just look. The 2 workers were arguing about a piece being on backwards. So they got it together had to come back the next day to replace a part that they chipped the paint off. That next day I was working so I had to get my mom to go there. So the 12th I was ofd I checked the places that he had to replace as I inspected those places I found more that was scratched chipped or cracked and see the hole in the wall. I called the store spoke with *** I think and told her everything above…. She said okay I will let my manager know. One of the delivery guys called my phone and just went off about I said he put a hole in the wall and he just kept going barely let me say anything. Called again kept saying I will let my manager know. That was February! Called again in March and they called me and I said manager not in she said “They still haven’t called you yet” I said no. So another message suppose to get passed to a manager. Still no call until April. 2 months almost 3 since I had my furniture and they just now calling. The man **** think his actual name is **** called more about the payment then my concern. Told him my dad would call. *** called today about the payment and I asked about my account. The man she had call me said they could replace it and I said I don’t want anymore furniture, I told **** the same. Like if I was going get it replaced that should have been 2 months ago. I said her room is set up so now you want me to take everything off and move things around. Thats too much. He

  

  Business Response

  Date: 05/02/2025

  Ms. *****, signed at the point of delivery, there wasn't any damage to her home or furniture. Later she reported otherwise. The ********** team tried to make a resolution with her. They offered her a credit of $100 for customer service and stood ready to exchange her furniture. Now she says that is not enough money and doesn't want our employees in her house. Honestly, I believe it was more than enough considering we have her signature on post-delivery with no issues.

  Customer Answer

  Date: 05/02/2025

  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.  For your reference, details of the offer I reviewed appear below. To whom responded to this complaint from the business is lying. If it wasn’t any damage done the day my furniture was delivered, why did he come back the very next day to replace pieces he seen was broken at the time? When he came back the next day I was not home, I had my mom sit there until they came and I looked at the furniture that day after when I was off. I told him I didn’t want 1 employee back and I feel that I should not have to rearrange and take everything off her bed after 2 months of trying to contact them about the issue. I know I talked to “**” multiple times it was “we can’t offer you anything but replace the furniture” “I said no!” Then the district manager called and I was like soon as I got the 1st call it was about payment never about what I called and complained about. They all about money! I said the corporate could have at least acted like her cared about my furniture being damaged. I said he could have said “I will take $50 off you balance” he don’t know if I would have been okay with it. Then the district manager going say “Oh we can take $50 off” I said no because now you trying to give me the bare minimum because I just used it as a example. Like I told him if they would have responded in a timely manner I wouldn’t mind them coming to replace it because I wasn’t done setting up the room yet.  Regards, ******* ***** 

• Initial Complaint

  Date:03/27/2025

  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 purchased a mattress in February 2025 to discover it was full of bedbugs. I called the ***** ******** store to be told they didn't come from them. I didn't have them before it was deliver. Then I was told I would get a call back but still haven't.

  

  Business Response

  Date: 04/01/2025

  Our store manager had an opportunity to speak with the customer. The mattress set in question came directly from the manufacturer and was still in the original plastic at the time of delivery. We haven't in the past nor do we now have bedbugs or any other infestation for that matter. Once the manager was unable to satisfy Mr. ****, it was turned over to me so I could do a further investigation. I checked the bill of lading for more details. All the merchandise was new, in original plastic and not only went to the ***** **** store but other locations as well. No one at this store or any other store has reported an issue but Mr. ****, which leads me to believe there's an external issue at the residence. I personally spoke with Mr. **** and he was less than amicable with my response. I did find it interesting he had already started to handle this issue on his own with store bought chemical and then a professional exterminator. If he's so certain they came from us, why did he start this process on his own. I also inquired about the fact that he lives in a multi-family housing complex. When asked if he had reached out to the leasing office- he gave no response. Bedbugs are very mobile in the fact that they can go through wall, outlets or basically anywhere they want. Or possible a visitor brought the bedbug to Mr. **** home. Bedbugs have been picked up in dressing rooms of department stores, hospital, nursing homes, movie theaters... and the list goes on. We may never know where the bedbugs came from but I can say with certainty where they didn't come from.....us. I am truly sorry we were unable to meet our customers needs or expectations. But to pick the mattress up at this point, would only facilitate the spread of bedbugs to other customers as the truck would then become compromised.     

• Initial Complaint

  Date:03/16/2025

  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.

  We purchased a sofa in December. We spent over $1,500 on this furniture. Upon receiving it there was a rip in one of the back cushions. We called the store with no help. Then went into the store. After going into the store I was advised to email them photos. I never heard back. I have called the ********* store over 10 times and corporate multiple times. There is now another rip (from a pet) and then another tear on the arm of the sofa. The sofa threads are all coming up and making the sofa fuzzy. We had our old sofa for 7 years with not one tear in it. This sofa is not being abused and is falling apart. When I told the manager at ********* location she told me no one else has had any issues. We don’t care about anyone else. We should not have this many issues with a brand new sofa. I asked if at this point we could exchange it and she said she would talk to someone and call me back. She has never called me back (but that’s to be expected not ONE of our phone calls has been returned by anyone at ********* or corporate). There is no excuse for any of this. The sofa should not be coming apart and look like crap and the customer service sucks. I will never spend another dime at this joke of a business.

  

  Business Response

  Date: 04/07/2025

  Thank you for bringing this to our attention. By the time I had a chance to investigate the matter.... the furniture had already been exchanged. Once again, sorry for my delay but I'm glad to report we were able to meet our customer's expectations. 

• Initial Complaint

  Date:02/26/2025

  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.

  Hello, On 01/27/25, I ordered and paid for a sofa and chair from Schewels Home Furniture, **** ******** *** ************, ** *****. Order #******, Customer #*********. I paid $1,317.12 for the set. The set was delivered on 02/01/25. Within thirty minutes, I noticed the left side arm of the sofa was indented and caved in. I placed my hand on the damaged area and I could hear what sounded like broken wood pieces underneath the outer fabric. I contacted the store immediately and spoke with the male who sold me the set (“********” as listed on my receipt). “********” advised me that he would either call me back before the end of the business day, or call me back Monday, 02/03/25. I did not receive a telephone call before the end of the business day (02/01/25) and by noon on Monday, 02/03/25, I still had not received a telephone call from the store, so I called the store myself. I spoke with store manager ***** ******, who gave me his personal cell phone number and advised me to take pictures of the damaged sofa and text them to him. I texted ***** the pictures and he stated that the sofa was definitely damaged, that he would get me a new sofa as soon as one came in and have them exchanged. ***** apologized and said I would be taken care of (Text messages are saved and submitted on this report). I also checked my security cameras and the damaged sofa is visible being brought into my house by delivery workers with a damaged left arm. (Security camera pictures are saved and submitted on this report). On 02/26/25, (23 days later) I attempted to contact ***** for an update, because I had not heard from him. He read my text message as evidenced by the read receipt on my cell phone, never responded back and then blocked my number as evidenced when I attempted calling him. I also attempted sending him another text message, but he blocked my number as evidenced by the text not going through.

  

  Business Response

  Date: 03/03/2025

  Thank you for bringing this to our attention. We have been in contact with the customer and offered an even exchange on the furniture. Unfortunately, the merchandise is backordered, but as soon as it comes in, we'll deliver it as soon as possible. Should the wait become too long, please reach at to ****** at the store, as she is our new store manager. 

  Customer Answer

  Date: 03/03/2025

  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:01/13/2025

  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.

  I bought my couch from Schewels Furniture July 16, 2024, now a hole has come in it. I also bought a 5 year warranty. When the purchase was made, the salesperson assured me that if anything happened to my couch we could get a new couch. I called the warranty company 12-27-2024, claim number *******. I was told by ******** that it would take 18 weeks or longer to get the part to fix the hole. I told her this was unacceptable this is too long and that is not what the sales person told me when I purchased the couch. I called my local store and spoke to the manager, ***** ****. He assured me he would check into this because he said it should not take this long. I have been talking with him ever since. He will not return my calls. He said he was doing this as a courtesy since I should be speaking with the warranty company. I feel his store is also responsible since they sell a bogus warranty every day. Also the salesperson should not promise a new couch if that is not what the customer will receive. I feel this is a type of fraud. Thank you.

  

  Business Response

  Date: 01/28/2025

  Schewels Home offers an array of domestic and import furniture in an effort to appeal to a variety of our consumers. We also offer protection plans on the furniture regardless of where it is sourced. With that said, when we have to order a part, it's beyond our control as to when it will arrive. Imported furniture take longest. And the protection plan does not give a time frame as to how long it will take to get the parts and make repairs. Actually we have instructed our employees to give the worse case scenario in an effort to not over promise and under deliver. Therefore, I feel we are in compliance with the way this claim has been handled. The extended wait is beyond our control. I do believe the part will arrive sooner than later but I wouldn't want to promise it.. I would like to offer the consumer two choices: either wait, let the part come in and allow it to be repaired or let us refund the amount of the protection plan as possibly they didn't understand the process. Obviously, if we refund the plan there would NOT be any protection should there be any issues in the future.. Once again, I am truly sorry we did not meet or exceed our consumer's expectation. 

  Customer Answer

  Date: 01/29/2025

  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, ****** *******

  Customer Answer

  Date: 03/04/2025

  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.  For your reference, details of the offer I reviewed appear below. I filed a report against Schewels in ********, VA. about 2 months ago. I agreed that if Schewels reimbursed me for my warranty cost I would close my complaint. I have yet to receive my reimbursement. Can I reopen my case? Thank you. ****** *******

  

  Business Response

  Date: 03/18/2025

  I have spoken to Mrs. ******* and I have ordered a refund check in ****** ******* name. I will notify FCP that the warranty is cancelled and no further repairs will be completed. 

• Initial Complaint

  Date:01/13/2025

  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.

  Bought an ashley furniture set in March of 2023 Loveseat couch and recliner also purchased the protection plus warranty on the set which was told to us that its no questions asked warranty will cover rips tears stains defects etc. The leather started peeling on all the pieces the stitching coming out of the recliner and my brothers foot went through the leather when he put the foot down on the love seat had enough of the furniture falling apart and being junk so went to claim my warranty knowing it was out of the 1 year manufacturers warranty. the store had me call the warranty company after they decided told me they dont cover the furniture as a set???????????? I bought it as a set and was sold the warranty for the SET! then was told it dosent cover pet damage hahaha I dont own pets but they swear it was waited a month to get an answer and The warranty guy at the store i know hes trying to help and said they wont change their mind they swear i have pet damage and said what he can do is give me something at the store for the warranty price that does know good the set cost me 3 thousand dollars and the warranty was $400 that dosent justify this as a solution

  

  Business Response

  Date: 01/14/2025

  The business needs to know which store the furniture was purchased at and with whom the customer spoke to.

  Customer Answer

  Date: 01/14/2025

  I purchased the furniture from ***** Virginias store zip code ***** I spoke with the manager ***** he is currently in contact with me and will let me know by Thursday if he can help with a resolution of giving me two dressers since we are in need of two and their warranty company is completely useless so i guess i will see Thursday if this is resolved ***** so far has been amazing and understanding in the situation and is trying to justify what has happened  Regards, ***** ************

• Initial Complaint

  Date:12/20/2024

  Type:Billing 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.

  According to the IRS, a “charge-off” or cancellation of debt is generally considered taxable income. When a creditor forgives or cancels a debt you owe, the IRS views the amount as income, and it is typically reported on form 1099-C which I’ve never received from this company. Also according to the credit bureaus,Income is not part of your credit report. And while lenders often factor your income into their lending decisions, they'll typically get that information directly from you during the credit application process. Because it is not part of your credit report, income is not considered by credit scoring systems that use only your credit history. With that being said I would like to have the charge-off reporting from this company deleted.

  

  Business Response

  Date: 01/08/2025

  Whereas we're sorry we were unable to meet the customers' expectations; Schewels Home followers all Fair Credit and Reporting guidelines. Our credit supervisor reviewed the documentation provided by the customer however he feels the information is still correct on the credit report.

• Initial Complaint

  Date:11/09/2024

  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.

  4/11/2023 transaction date. Sales person (**) badgers my elderly, confused father into buying couch, loveseat, 5 yr furniture benefit plan that he didn't want. Couch is defective. Service person comes out to fix, replaces cushion innards, nothing to be done about sag in middle of couch - after a MONTH of trying to get in touch with someone. Still not happy. Can't return because 5 day return policy is gone. It's been 18 mos since purchase still not happy, but gave up due to lack of response on company's part. Now I'm trying to help my father with this situation.

  

  Business Response

  Date: 11/22/2024

  This complaint has been resolved with a reselection and will be delivered once all merchandise is received. I feel Shewels Home went above and beyond as we allowed the customer a FULL credit, even though he had the merchandise well over 18 months. And furthermore, we allowed him to use his in-store credit on ANY item. I am truly sorry we did not meet his son's expectation. I do feel the customer was satisfied with our response. At this time, we consider the matter resolved.  

• Initial Complaint

  Date:11/09/2024

  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.

  I bought a new recliner in April 2024 from schewels & purchased the furniture care plan as well. About a month after having it my daughter got nail polish on it so I called the furniture care & filed a claim to see if it could be cleaned. They came out took pictures & left, I wasn't at home but my daughter was. So I had to call them to find out what was going on & why it wasn't cleaned. They told me it wasn't able to be cleaned & upholstery had to be replaced so they had to order that. I think it took them another month or 2 to come out & replace upholstery. Well the place that schewels sent out (** *** **** ********* ******) the guy that came out to replace it put the new upholstery on but completely put my chair back together wrong & messed it up. I called schewels to let repair man there named ***** know trying to get it fixed & also spoke with the manager at schewels named *****, neither one of them really helped me with the issue at all. I ended up having to call the ** *** **** ********* ****** place myself & file a complaint. The manager or owner from there came out & fixed the chair himself but the seat of the chair was still leaning to one side. They sent the same guy that originally came out to repair but messed up my chair out again this time. Again my daughter was home & I was not, if I had known it was the same guy I wouldn't have let him touch my chair again. Well I guess he replaced the cushion but left extra parts, part of cushion & upholstery that came with new cushion here in the bag. The seat of the chair is still leaning to one side & not really fixed at all. I have called & left a message with on the spot repair & haven't been able to get in touch with manager or repair guy at schewels. I paid alot of money for this recliner & it doesn't sit or function correctly & nobody is willing to help me get this resolved. I'm so unhappy with both schewels & their furniture repair plan that is also highly expensive. The chair is only 7 months old now.

  

  Business Response

  Date: 11/22/2024

  This item has been set for an exchange. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:09/12/2024

  Type:Delivery 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.

  Purchased a bed and mattress on 8/26/24,, was supposed to be delivered, called to see what was going on 9/10/2024 , was told they had no delivery drivers and not sure when they could delivery my items, so we rented a uhaul at $49 plus .89 a mile to come pick up the bed and mattress to get there not have my whole order available misssing the mattress protector and foundation to bed,, after driving 35 miles one way ,,

  

  Business Response

  Date: 10/03/2024

  I am sorry for the delay. It took some time to find this customer. So apparently this was a purchase for the ******* Schewels. Ms. ****** is correct about the series of events outlined in her complaint, which I feel does not portray the customer service we like to give. However, this has not been the only complication. Ms. ****** purchased a regular box spring when indeed she needed a low-profile box... our manager made the exchange with no cost the Mrs. ******. However, since I've looked into this matter, I still want to do something for Ms. ******. We are prepared to refund her $120. This should more than cover the truck and hopefully express our sincerest apology in this matter. The ******* store will call Ms. ****** when the check arrives so she can come by and sign for it. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 10/09/2024

  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, ***** ******