Complaints

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

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  Grand Home Furnishings

  4235 Electric Road, S W Roanoke, VA 24018

  
• 

  Grand Home Furnishings

  1945 Valley View Blvd., N W Roanoke, VA 24012

  
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  Grand Home Furnishings

  5401 Fort Ave. Lynchburg, VA 24502

  
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  Grand Home Furnishings

  3325 Lee Hwy. Bristol, VA 24202

  
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  Grand Home Furnishings

  436 Tiffany Dr. Waynesboro, VA 22980

  

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:02/04/2025

  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.

  2/2/2025 ********* Location Salesman presented us with recliner choices that included a "custom order that someone never picked up" and claimed the chair was normally much more expensive than it was listed for, which the tag indicated. We agreed to purchase the chair, scheduled delivery, and paid. Got a text the next day to confirm delivery date. Received a voicemail today from salesman stating they could not sell the chair for that price as it was a mistake and mislabeled. We had already purchased the chair. From our perspective, that transaction was complete. We were offered two options, to purchase the chair for an additional amount of money (over $500 more than the $828.75 before tax and protection plan we had already paid) or receive a refund. All in, we paid $1,009.55 for this chair that was listed over $1,000 and marked down on the tag to the price we paid. We don't really feel like there was much of a choice involved and do not feel this is the proper way to conduct business. I understand mistakes happen, but the consumer should not be punished for this. If we had not selected the delivery option, we would have already had the chair at our home. The option to receive our money back is what we requested because the store was not willing to offer any other reasonable options; i.e., sell the chair to us for what it was listed as. I feel like this is false advertising at best and really felt like we should've been treated more fairly.

  

  Business Response

  Date: 02/06/2025

  General Manager at ********* store contacted Customer regarding the recliner purchase. It appears that the recliner had a Warehouse Clearance Tag that was not placed there by our team. Unfortunately, someone removed the tag from a clearance recliner and placed it on a new Lazyboy recliner. The handwritten tag was put in the sleeve without the accompanying Yellow T-Tag.GM explained to the customer that, since the Clearance tag had not been placed by us but by an unknown party, we were unable to honor it. Despite this, she was offered a $300 Gift Card to use in store on anything she picked out, per store VP, which was declined by the customer. As a business, we reserve the right to refuse service under such circumstances. GM told her we are willing to work with them any way we could, but we could not take an almost $1000.00 loss to the store.For clarity, the recliner from which the tag was taken was priced at $828, while the new Lazyboy recliner was priced at $1799.Order (**********) Status: The order was canceled by the store on February 4, 2025, after the customer refused the offer. The credit card paid with was refunded the same day

• Initial Complaint

  Date:01/20/2025

  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.

  I purchased furniture and a furniture protection plan from this business on May 27, 2023 The company that is associated with the protection plan will not clean nor repair one single cushion Grand Home Furnishings should not be selling protection plans for this company if they are not going to clean nor repair the furniture that was purchased

  

  Business Response

  Date: 01/21/2025

  The customer contacted the Protection plan company and they have given him a credit for the merchandise that he is having issues with. A manager has tried to contact the customer with no luck and left a message.

  Customer Answer

  Date: 01/21/2025

  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:01/16/2025

  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.

  I purchased a sofa and love seat on 12/12/24. It was a special order so I was required to pay $972.00. I had ordered auto reclining on both pieces of furniture. However, the next day I called to have the loveseat switched to manual control. ******** ****, my saleswoman, said that would save me some money and that was no problem. I asked her to mail me a new invoice so I would know what I still owed. ******** called back to say she had made a mistake when she wrote up the order, she had failed to include the price of the leather on the sides and back of the furniture pieces. She said she had talked to the manager and they were going to eat the difference. I called ******** a week later, she wasn't working but was told she would call me the next day. She did not call me. I called a week later and ******** told me the price would remain the same since she had made the mistake when writing up my order. I told her I had never agreed to this and I wanted to talk to the manager. She said the manager would call me the next day. I have not heard from the manager. I do not think I should have to pay for her mistake. I will be paying 6,971.28 for both pieces. I would like a new invoice with the deduction for the manual control.

  

  Business Response

  Date: 01/21/2025

  Fabric was ordered incorrectly, manager has reached out to customer to discuss and they have agreed to the price that's on the sales order attached.

  Customer Answer

  Date: 01/23/2025

  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:10/22/2024

  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.

  Bought a mattress from Grand Home Furnishings, just over a year ago it was great mattress. Not even 6 months and the mattress begins to dip and shift. So I called Grand and got a service tech to come out and take pictures, with a ruler and and his string. The dip was not good enough for a warranty but the shift in the mattress horrible, per the service tech and service tech said they should replace this mattress. A couple days go by and I have to reach out to Grand to find out about the warranty and spoke with Mrs. ***** who said it was just normal body impression and that ******* did not justify a exchange. To call back if it got worse, she also mentioned I used to work here and know how we do things for exchanges. Let’s not forget how rude and condescending Mrs. ***** is, I asked for corporate and she stated she is corporate. I asked for Mr. ******* to call me and he explained just be patient and if mattress gets worse to please call again. I did complain on Mrs. ***** to Mr. ******* as well. Few months goes by and the mattress has gotten worse filed a ticket almost 2 weeks ago and a gentleman came out last week to check the mattress and yet again he said this is a horrible shift in the mattress and should be replaced. A week goes by and Grand did not call me to tell me anything, so I called in again to find out what was going on. Mrs ***** yet again says it does not meet the ******* guidelines for a exchange. Before I called ******* customer service and ******* says this on the retail stop on their judgment not *******. I told her this and she said not true. So it’s a blame game. I told her it’s because I used to work there and that is why. She said she would have a ******* rep call me and abruptly hung up. We spent over 5K in Grand before in the previous year on the Mattress and furniture. But the rudeness and condescending and just a bad mattress, we will take our money elsewhere and tell others to do so. I’ve personally seen grand exchange more for less.

  

  Business Response

  Date: 10/28/2024

  October 28, 2024The original order ********** was delivered on 11-04-23 for a ******* King, XFIRM MattressThere are 2 service tickets (********** serviced on 5-16-2024) and (********** serviced on 10-15-2024) both service tickets said that there were body impressions on the bedding, our service tech did go out on both service tickets to take measurements and pictures. On 10-17-2024 Our Area Manager also reached out to our ******* representative and asked him to look at the service tickets, notes, and pictures from the technicians to see if the bedding qualifies for a warranty exchange. For this to qualify for a warranty exchange the manufacturer needs to approve this, not Grand Home Furnishings. The manufacturer representative replied back to our Area Manager that at this time it does not qualify for an warranty exchange. Comments were placed on the service ticket and a phone call was made to the customer about this.***** **********Grand Home Furnishings Customer Service ManagerCase# ******** – ******* ******

  Customer Answer

  Date: 10/28/2024

  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. Grand has exchanged more for less. In the reply back from Grand they said they called me back, that was LIE. I had to call them, the Area Manager said the ******* Rep would call me and that did not happen either. I will call ******* Corp office again and show them the pictures I took, of the mattresses at Grands show room floor and pictures of mine as well. Also in Grands reply they didn't speak of the service techs said about the bed being faulty as well. Regards, ******* ****** 

  

  Business Response

  Date: 10/30/2024

  The mattress issue was reported to Grand, the Grand team arranged for two separate technician visits to assess the product’s condition. Both technicians documented their findings thoroughly, including measurements, photos, and detailed notes. This information was relayed to the Area Manager and then to ******* for review.Despite this, ******* determined that the wear on the mattress falls under "normal body impressions," and therefore, does not qualify for a warranty exchange. 

• Initial Complaint

  Date:09/19/2024

  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.

  September 6, 2024 Came in originally on August 27, 2024 and met with salesperson ***** ********. she told me the items were in stock. I told ***** I would return to the store in a week after I get my next paycheck to pay for the order cause I was eager to get my new bed. Decided on a Queen Size Black Beauty Simmons rest mattress with a Queen tweed rapid base, a 10 yr protection plan and a mattress protector. The grand total was $2,234.36. I paid this by check number 1232 from my ***** ******* **** account on September 6, 2024. Given my receipt and told they would call me when order was ready so they can deliver it. I called them on 9/13/24 to ask the status of my order? Was told it was coming into the warehouse and they would call me when it arrived. I called again on 9/17/24 and was told they are waiting on the base to arrive it hasn’t been shipped to warehouse yet. Will have the salesperson ***** keep an eye on it. Finally I had had enough, my back was killing me, I was not getting proper rest at night, broken sleep and had patiently waited for merchandise which I was told was in stock at time of sale . Now it still hadn’t arrived in their ******* warehouse. I went to ********* store and asked for a refund so I could go elsewhere to buy a bed asap. ******** told me it would take 7-10 business days for me to receive my refund back. We argued because I paid by personal check on the spot 9/6/24 so I immediately wanted my refund back on the spot. ******** gave me the customer service number ###-###-####. I told her I would be filing a complaint about this with the Better Business Bureau because it was totally unacceptable and unprofessional to withhold a refund from a customer when this is a wealthy corporation.

  

  Business Response

  Date: 09/20/2024

  Thank you for reaching out. I wanted to clarify the process regarding your refund. It is not our intention to withhold your refund, but we must follow a few necessary steps before issuing it.First, we need to ensure that the check has cleared, which can take up to 10 business days depending on the bank. Once this is confirmed, we process refunds on a weekly basis, and they are mailed out from our corporate office. I apologize for any inconvenience this may cause, but please rest assured that we will mail your refund as soon as possible.

  Customer Answer

  Date: 10/07/2024

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

• Initial Complaint

  Date:06/15/2024

  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.

  READ THE FINE PRINT Recently my wife and I went to Grand Home Furnishings to buy 2 lift chairs. They had what we were looking for, but only had one in stock. They told us they would order 2 for us. This took about 8 weeks. When the chairs were delivered we found that they did not meet our needs and called to return them. It took 3 days to get to our salesperson to ask that they pick them up. He told me that because they were ordered they could not be returned. After some conversation the store said that they would take them back with a 20% fee and the balance as a store credit. This was not satisfactory to us so we complained to management. They finally agreed to take they back and give us our money back, but we would have to pay the 20% fee because they were ordered. In the meantime we saw a commercial on television where the owner said that they had a 30 day no question guarantee because they wanted all of their customers to be happy. When I called and asked about this I was told that I needed to read the fine print. I was told that it didn’t apply if the merchandise was ordered. We were force to accept the deal at a cost of 20% to us as the merchandise was not usable for us. We went to this store because they were local and had a good name in the community. Well we have learned our lesson. READ THE FINE PRINT and don’t count on any help from them.

  

  Business Response

  Date: 06/17/2024

  Attached is the response and the documents supporting the response.I have carefully reviewed the complaint and the details of your purchase. As part of the special order process, you signed a document on January 1, 2024, which included the following terms:   Non-Refundable Deposit: All special orders require a minimum of 15% non-refundable deposit before the order can be placed with the manufacturer.   Non-Cancellable and Non-Returnable: Cancellation of the order by the customer results in the forfeiture of the deposit. Once you have taken possession of the merchandise, it cannot be returned for any reason other than a valid warranty issue.Grand Home Furnishings 30-Day Total Satisfaction Guarantee, which you saw on a commercial and shows also on our website, explicitly excludes special order items, discontinued items, and damaged/floor sample merchandise from being returned. We understand that after taking possession of the chairs, you changed your mind and wished to return them. Our manager reviewed the situation and, despite the signed agreement, offered a one-time exchange for any other furniture in our store to help accommodate your needs. As you declined this offer, we then extended a courtesy refund option, minus a 20% restocking fee, due to the special nature of your order. This fee is necessary to cover the costs associated with reselling custom-made items at a discount.

  Customer Answer

  Date: 06/17/2024

  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. Regards, ******* ****  This was NOT a special order, as they had the same chair on the floor, also their television advertising does NOT state that there will be a charge to return the merchandise.  This is not the way a customer should be treated.

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising 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.

  Agreed to purchase an item of furniture from the business on 12/03/2023. Sales Representative informed us of a promotional offer consisting of 24 month, 0% financing for the furniture item we agreed to purchase. We completed the financing application and purchased the furniture on 12/03/2023. We received our first bill from the financing company and the promotional offer we were promised was not mentioned in our billing statement. We filed a claim with the credit company to look into the promised promotional offer from the business. Once the claim was completed, the credit company said that they were not provided any documentation from the business about the promotional offer. I spoke with the business about this promise of the promotional offer and they informed me that the sales representative that assisted us was a new employee and did not know that the specific credit company did not accept the promotional offer. I was not told this about the credit company by the business when agreeing to purchase the furniture from the business. The business informed me that the credit company has asked for a signed agreement between the business and I agreeing to the promotional offer. I was told by the business that they can not furnish such a document and there isn’t anything they can do to give me the promotional offer they promised me at the time of the sale. The agreement with credit company is for 6 month, 0% interest with a 34% deferred interest rate. I would have not completed the purchase with the business if they would have informed me that we were not receiving the promotional offer. I feel as I was lied to or information was purposely withheld so that the business could complete the transaction.

  

  Business Response

  Date: 04/29/2024

  The manger contacted Mr. ****** and spoke to him about different options to help correct the problem, they have come to an agreement that works for both parties and he will be into the store to complete the paperwork once he has been approved for financing.

  Customer Answer

  Date: 05/01/2024

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

• Initial Complaint

  Date:03/29/2024

  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.

  Purchased couch on October 27, 2023. Around 1st of February I noticed that the material was wrinkled on the side. Not something you could see looking straight on. Felt the wood and thought the wood had slipped. Contacted the company and they sent a tech out and he said that the couch was broke and he could not fix it in the home. He stated that he felt the couch had been dropped. He stated that it probably occurred at the warehouse. He said he would have the company contact me. I waited and no contact. I called March 15th and was told by a girl at Grand home Furnishings that she could not find any documentation but that she would contact me back. Still no call. On March 22nd I called and a girl told me that she was told that the couch would not be warrantied. She gave me the number to the service department and I called and spoke with a man who said he would look into it and call me back. Again I waited and today March 29th I called again and the girl said service department was out. She stated that her boss told her that the couch was not covered and the girl told me to reach out to service department tomorrow. I have reached out so many Fridays(Thats my weekday off from work) that I feel I have reached out enough. I didnt break the couch. The boys from the furniture company that delivered the couch didnt drop it. My husband and I were both here when they delivered and we paid the boys to bring the couch thru the door which is only approximately 6 foot from where the couch was placed. I have purchased of Grands home furnishings before and no issues. Like I said looking at the couch you would not see it but who wants a couch that the tech said was so broke in the back he could not repair it while he was here.

  

  Business Response

  Date: 04/02/2024

  An exchange has been entered for the customer and scheduled for 4-4-24. Customer was very happy with that exchange and said that she would contact BBB and close the complaint.

  Customer Answer

  Date: 04/05/2024

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

• Initial Complaint

  Date:03/18/2024

  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.

  The cord connecting the power base was defective. They did put my bed together but was unable to test it because the remote had no batteries. Unfortunately everytime the cord was touched the lights would flicker. I had to raise my bed to check why the massage was not fully working. The cord with the prongs was missing a prong and the one prong was cracked. You could not put the cord back. I texted Grand Piano and they replied. When I called the store I was told they don't service my tempur pedic ergo adjustable base. I find this really horrific treatment. They can put the cord on my base but can't put a replacement cord on my bed. I have severe spinal stenosis and degenerative disc disease in my L4, L5, and S1 disc, severe reflux problems. That is why I purchased this bed. Now I have to contact the company for service. I havent had this bed a year and I paid cash with my debit card. I just needed a replacement cord. This store is rude and only cares about the cash. I am 66 years old and need my rest. This is no way to treat a senior citizen.

  

  Business Response

  Date: 03/21/2024

  I have reached out to our warehouse near her location to see if they could assist Ms. *****, one of the warehouse mangers contacted Ms. ***** to see exactly what was needed for her chair and were able to locate the part, then scheduled a time for a technician to go out and replace the part. On 3/20 the technician went out and replaced the part and made sure everything was working properly. He said that when he left she was very happy with everything.

• Initial Complaint

  Date:02/07/2024

  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.

  Grand Home Furnishings/ ********* **** has been trying to charge my account illegal made-up late fees. I do not owe this company $739.31. The balance of my account is $118.00. I have enclosed copies of all my payment receipts and a letter explaining this issue. This company has been changing the payment due date on my monthly statement so they can charge me illegal made-up fees. In the past, I have filed a complaint against this company. BBB complaint ID **************, 09/08/2022.

  

  Business Response

  Date: 02/19/2024

  ********* was contacted to get information and received this response:********* pulled up all of Mr. ******* statements and did a review of his account.Based on what I can see on the statements, he paid several payments on/before his cycle date causing late fees and FCs. We refunded 3 late fees in an attempt to assist. Mr ***** continued to pay only $42 each month, rather than the full minimum payment requested which caused more late fees and FCs. In November of 2023, the account charged off as bad debt.Attached to this email are the payments/statements that Mr. ***** paid at the ********* location. Also a snapshot of what ********* has. They also said that they have a complaint about this and will writing back a formal response to Mr. ******* complaint.