Complaints

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

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Complete Suite Furniture, Inc. has 6 locations, listed below.

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  Complete Suite Furniture, Inc.

  11410 E Sprague Ave Spokane Vly, WA 99206-5224

• 

  Complete Suite Furniture, Inc.

  1911 Fowler St Richland, WA 99352-4846

• 

  Complete Suite Furniture, Inc.

  1900 Rudkin Rd Union Gap, WA 98903-4019

• 

  Complete Suite Furniture, Inc.

  1219 N Division St Spokane, WA 99202-1729

• 

  Complete Suite Furniture, Inc.

  5555 North Pioneer Drive Coeur D Alene, ID 83815-6029

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:11/12/2024

  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.

  They sold us by verbiage a(n) "insurance policy" to protect against ANY and ALL things that may happen to our furniture. We informed we had a dog and they made sure to sell us (said) policy to cover any rips, tears and all other damages a dog may do. We have tried for almost two years to get our furniture repaired under this policy to no avail. We have called Guardian whom has no record of the policy number, we have talked to a lady in the valley numerous times to be told we will be called back. Then when she does it's to call guardian. This is beyond fraud. As a licensed agent I can tell you this is NOT a LEGAL "Insurance Policy" as stressed and sold to consumers. I want the BBB to please include the *** in this complaint as I will also forward this to them as insurance fraud. We have tried for almost 2 years to be made whole. The company they claim the "policy" is through has no record. We want ****** Furniture to know this business is doing this with their furniture and to their customers. We will happily inform ****** ********************** **************** of any future actions against them based on their retailers theft and deception.

  Business Response

  Date: 11/13/2024

  We have no customer with the name **** ****. We did see a email back in June and it said it may be under a different name (****** ****** ) But we do not have that customer in our system.

  We have no info on this can you  provide invoice , date of purchase, the name it's under and phone number the order is under and we will give you any guardsman info needed.  Thanks 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22548345
  
  I am rejecting this response because: Original invoice #*****   We have repeatedly been in contact with the vendor and have always been told to call different numbers.  The vendor then announced they were going out of business and held such a sale.  We never heard back from anyone.  We have contacted Guardsman and they have no record of our agreement # that was listed with this complaint and have sent us back to the vendor.  It's been a loop and feel we have been taken for a ride.  We have all of the Guardsman information, we don't need that.  We need the info entered into their system from the vendor that sold the products.  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 11/21/2024

  We do not have an invoice #***** in our system, We also do not have a customer named ******** **** in our system. We have also never ran a going out of business sale. Is it possible you have it mixed up who you bought furniture from? Ashley ********* on ******* and Newport highway did run a going out of business sale. If you could provide a copy of your invoice, date of purchase, store location, etc. we can look into this further. 

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22548345
  
  I am rejecting this response because: You claim to not have a receipt/invoice numbered as specified prior #*****?  This has been the issue all along. We are going to take legal action, here is the original invoice and no further communication is necessary as this is exactly what we have been dealing with for years.  They did in fact advertise going out of business, they stopped returning all calls and were done with customers.  Not to mention that lady we were working with ended up being sick and not returning calls for weeks then never.  We paid for a 10yr replacement plan.  Promises Promises.  Good Luck!  Our patience has expired.  This is all out of principle, you made promises and you failed to hold to your word and our financial "contribution". 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 12/09/2024

  I UNDERSTAND THAT NO RESPONSE IS NEEDED. NOW THAT WE FINNALY RECIEVED A COPY OF A INVOICE,  I JUST WANT TO SAY THAT THE WE ONLY HAVE A CUSTOMER NAMED ****** ****** AND THAT CUSTOMER GAURDSMAN NUMBER IS#  ******** THIS IS A FABRIC WARRANTY THROUGH GAURDSMAN. I WOULD LIKE TO STILL HELP FIX THE PROBLEM, BUT I DONT  KNOW WHAT THE PROBLEM WITH THE  CUSTOMER ITEMS THEY PURCHASED ARE . PLEASE EXPLAIN TO ME SO I CAN SEE WHAT I CAN HELP WITH.  

• Initial Complaint

  Date:07/29/2024

  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.

  November 25, 2022 we purchased 2 motorized recliners from Complete Suite Furniture and Mattress for $1699.97 plus tax. The chairs were delivered mid December. Attached to our invoice was warranty information pertaining to the recliners.January 2024 the motor to one of the chairs failed. The service department was notified by phone then e-mail on or about January 10th, and the ordered a new motor. The repair was completed on January 26th with a $45.00 repair at residence fee. Less than 2 weeks later the chair failed again. A call and e-mail was sent on February 5th informing the service department. Received an e-mail on stating they would send a person out to look at issue. In March I e-mailed asking about repair status I was informed we had no warranty and would have to pay for repairs. With a broken recliner in our living room we felt we had no choice but to pay for repairs. The invoice we received stated the customer (us) were not happy with service. Invoice change was $118.91. The 2nd replace motor failed 5 days after being replaced. Call placed again and was told they could not do anything. In April I took original invoice into store to verify a warranty was on the chair. I received a notice by e-mail that a new motor would be ordered. To date we have not received notice of repair. I have placed several calls to management asking for resolution and have not received any reply. I have retained all emails pertaining to this issue and I can request a copy of phone records if needed.

  Business Response

  Date: 07/31/2024

  I'm would first like to say we are sorry for this furniture issue that has happen to you both. We ordered the new motor, but these motors can take up to 3 months to receive from over seas and I can understand the frustration.

  I called to see if a different motor can be installed and was told yes, so we could fix the chair but when we called on 7/30 we were told that was not something you guys wanted to do. I fully understand so I agree to refund the full amount to you and pick up the chairs. I will have our delivery company call and set up a time to pick up the chairs and we will refund your money, again sorry for this , Thanks ******* general manger  

  Customer Answer

  Date: 07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/21/2024

   

  I am writing you to up date you on complaint # 22061875.  We had accepted Complete Suite furniture companys resolution to a full refund on July 31st.  We received a call from their repair/ service team requesting to pick up the 2 recliners on Monday August 2, 2024.  To date we have not received notification nor a check from the company.

  Thank you for your time in this matter.

  
  

  Sincerely 

  *********************

  Business Response

  Date: 08/22/2024

  We apologize for the delay in the refund check. We will be mailing a check out today. 

• Initial Complaint

  Date:08/28/2023

  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 from complete suite . ******* brand that had a lifetime warranty. We filed a claim in may and after going thru all the steps they required they arent doing anything for us. The service department employee named **** said it was up to the manager. A store credit would be excepted.

  Business Response

  Date: 08/29/2023

  Hi *****,
  I looked into your warranty claim on the ******* sofa you purchased from ** back in 2015. I know that Montage (3rd party repair company) claimed your sofa was Unrepairable.  ******** lifetime warranty does have exclusions unfortunately. ******* says that if it is unrepairable they will not cover it.  

  
  I understand your frustration however, and want to help you out.  Unfortunately I cannot change ******** mind on their decision with your warrant claim, but would like to offer you a $500.00 instore credit, or a $300.00 refund, to help.  Because I have looked into your purchase history with us, and not only see that set you purchased from us in 2015, but just recently purchased a sectional from us as well. You are a loyal customer and we want to keep it that way.
  
  Please respond with which way you would like to be compensated.
  
  Thank you. 

  Customer Answer

  Date: 09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/08/2022

  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.

  We purchased a dining table set (table and 6 chairs) from Complete Suite Furniture in ********* ** in June of 2020. Within a few months of the purchase a chair leg broke when someone (of normal size) sat in it. We notified the store and they sent us a new leg. The same thing happened a few weeks later and they sent us another leg. This has repeatedly happened every few weeks/months over the past 2 years since we purchased the set. They have known that the legs are breaking due to the design of the chairs. They have offered no resolution to the problem. We purchased a dining set for almost $1000 just to have to buy new legs that continuously break due to poor design. This has been happening since a matter of weeks after the original purchase, when they were notified.

  Business Response

  Date: 12/09/2022

  We have ordered extra parts for this problem .We will give them to her free of charge again this time.We have sold thousands of these chairs and this is the only customer that has had any problems.The manufacture is saying something else is going on with the chairs.Maybe somebody in the home is rocking or flexing them.So this will be the final time we will pay for the repairs of the chairs.We hope this will fix the problem for good.thanks  Tell us why here...

• Initial Complaint

  Date:09/22/2022

  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 purchased $4200 worth of furniture from Complete Suite. They delivered it on 9/2/2022. But each piece I ordered was damaged, or the delivery personnel left boards and pieces laying around on my floor and didn't install them to the tv stand, handles were broken in half, scratches and dents, etc... I took photos and notified Complete Suite. They offered to give me a refund of $100. This is a slap in the face for the money I paid. Really? I called the manager at the store and told him about this. He said he would call me back today and I never heard back from him today at all. I am beyond upset about all of this and how its been handled. I fully expect an apology, 20% discount off the furniture amount I paid, a replacement handle, and someone to install these boards that they left laying on my floor that go to the tv stand.

  Business Response

  Date: 09/23/2022

  We will be contacting ******* soon about swapping out her queen *** for a brand new one with no flaws. This will take care of the broken handle and the dings and dents on the ***. As far as the boards left behind "uninstalled" on her tv stand. Those are extra parts that come with every fire place unit. they are intended If you do not want the fireplace unit in the tv stand can put a shelf in its place. As far as I can tell it looks complete. Since we are taking care of all of the problems for ************;the $100 was for a compensation for this inconvenience.  We are willing to complete the swap out as listed above on the ***, and give ******* a $200 Check we can send her in the mail. 

• Initial Complaint

  Date:09/21/2022

  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.

  I purchased a recliner on October 9, 2015 for $1045.65 with a lifetime warranty. On or around June 29, 2022 the service company for Complete Suites, **************, **., contact is ****, phone number is ************, email is ****************************************** says they order a lower mechanism for this recliner from Stanton Furniture in ********, **. She has told me she sent them emails on September 1, 7, 14 and 15, 2022 for an update on when it will be shipped to them but has yet to receive a reply. I've tried calling several times but they don't answer there phone. I've also sent messages through there website with no response!

  Business Response

  Date: 02/26/2024

  I show the mechanism for your piece shipped to Complete Suite 11/1/22 and as such this issue should hopefully be resolved. We do apologize for the part taking so long to ship to you and hope everything is now working well for you.

  -******* Team

  Customer Answer

  Date: 02/27/2024

  The independent service company for the retailer (Complete Suites) sent out an independent service person who was unable to fix my issue. I was told by him they'll make another appointment with me to get it fixed. **** to call and email them and was told that person they sent out quit! Never heard back after several attempts to contact them!

  Business Response

  Date: 02/27/2024

  Based on the consumer's response, it seems the issue at hand is with the technician employed by the retail store and not in fact with us directly. We are more than happy to provide parts needed for service, but the retailer and repair company making and keeping appointments is outside of our control. 

  -******* Team 

  Business Response

  Date: 02/27/2024

  I am showing that the part required to repair the issue in question has been sent to the retailer to have installed. This being the case, though sending the part out took longer than either party would have liked, it seems this issue should be resolved. 

  -******* Team

  Business Response

  Date: 03/05/2024

  We are sorry that this was not taken care of, We have contacted the customer and have put a rush on his parts and we will contact him as soon as the parts come in. Also we will fix this at no charge! The customer is aware that this action was taken and should resolve this issue thanks, *********************** -complete suite furniture. 

  Customer Answer

  Date: 03/05/2024

  I have been contacted by the service company for Complete Suites. I would like to keep this open until the recliner has been fixed as last time I went through this process it took several months to get the part to the service company and to attempt to fix it.

  Customer Answer

  Date: 03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but would ask to keep the complaint open until the matter is completely resolved.
  
  Sincerely,
  
  *******************