Yes, a new sectional was delivered. The customer has possession of the recliner and is still using it. DISPUTED: IN JANUARY, CUSTOMER MADE MULTIPLE ATTEMPTS TO REACH SALES ASSOCIATE AND STORE MANAGERS - NO ONE COULD BE REACHED. The Furniture Warehouse has store credit and a no refund policy. I finally cancelled that order when informed it wouldn't arrive until 11 months after ordering it. December 23, 2021 Better Business Bureau of West Florida Case# ********* *****, ****** # ******* To: BBB Processing From: The Furniture Warehouse On August 12, 2021, the customer purchased a dining table, 4 chairs and a bench set for a total of $902.47. For the last 34 years, we have strived to provide excellent customer service. The Furniture Warehouse people made unethical comments about how it's "too bad" on my part because I accepted it "as is" on delivery. This store has bad customer service and many complaints against them regarding this issue. Also there is no delivery fee charged on my invoice since I already had another order pending. Do not do business with these scammers. We give our customers our "We've Got You Covered" pamphlet at the time of sale and It details the refund and reselect policy and the restocking and pickup charges policy on all returned furniture. It is blatantly unfair. Our terms and conditions related to returns are clearly outlined on the customer's invoice and delivery receipt. I contacted them on the website about 8-10 days later to try to return it, and Meg was really rude and refused, even hanging up on me. Furniture Warehouse has taken appropriate action in this instance. For the last 34 years, we have strived to provide excellent customer service. The Furniture Warehouse has a one year warranty as listed on our "We've Got You Covered" brochure that is given out at the time of sale. We have issued a credit for the original claim for an even exchange on one piece and are waiting on the delivery into our warehouse. The customer had another invoice pending to be delivered (invoice # *******) in the amount of $902.47 which still had money due on it. The customer was originally given a store credit of $560.00 on November 11. They just said to sign for it and then deal directly with the office. This is just another customer-blaming story to avoid taking responsibility for the defective chair. I then began emailing and calling Jeff about my refund. When the store credit was calculated it was below the correct amount showing a $242.48 fee for pick up. Each customer also leaves the store with our policies regarding furniture pick-up and restocking fees. The customer requested we leave the items in the lobby. In addition, the customer was informed that multiple stains are an exclusion noted in the protection plan. I called Jeff again this morning and got the same routine-puts me on hold, no one available in accounting, no he can't give me their extension or direct number, he will have them call me. We are pursuing this pathway with the BBB because we are out of options. We are sorry the customer does not agree with how we've handled the matter. I cancelled this order and again asked for a refund which I was refused and just given the store credit again. I contacted the store the day after the delivery after closely examining the furniture since the delivery guys were in a hurry and when I stated my concerns. He uses a bissel shampooer and completely saturates the couch and as he went out the door stated if it dries and the spot is still there contact Furniture Warehouse. I then disputed the charge on my Chase credit card so they issued me a temporary credit while they researched it. I do not want to be. I ordered a dining room table and chairs from Furniture Warehouse in November of 2021. We setup an even exchange for the customer. In addition, the customer purchased a 3-year Furniture Shield Protection Program. It does NOT include any sort of fabric treatment prior to delivery. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. Interestingly enough, the delivery driver verified that the issue we faced is a common problem. MANY HOURS OF TIME, LOST WAGES, AND MENTAL DISTRESS HAVE BEEN SPENT DISPUTING THIS PURCHASE AND POOR AND UNETHICAL BUSINESS PRACTICES. DISPUTE: IN DECEMBER, CUSTOMER ASKED FOR THE DAMAGED FURNITURE TO BE REMOVED AND REPLACED ON THE DAY IT WAS DELIVERED. I asked to speak to the accounting office several times (as Jeff is just internet sales) but he always put me on hold then came back and said no one was available. On November 16, 2021, we sent our delivery/pickup team to retrieve the set. Thank you I have numerous supporting documents if needed. A CREDIT MEMO WAS NEITHER ISSUED NOR DISCUSSED. They can not change fees on invoices after the fact. It is printed on all receipts, sales invoices, delivery tickets and is posted in all of our stores. We patiently gave them every chance to accommodate us and they could not. There is no animal damage, and I have no idea how they'd even be able to arrive at that conclusion. They have no furniture that I am willing to buy with store credit. The delivery was made on 12/17/2019 and the customer signed the delivery notice stating that the items were received in good condition and free from damage. The customer sent pictures and from the service techs experience the pictures appear to show damage from animal claws. We have offered the customer the option of reselection on a different piece or store credit for a future selection but have not received a response from the customer as of the date of this letter. I never heard from the accounting office and he would not give me their extension or direct line. However, we have not been able to schedule a service call to see what the issue is on the second piece the customer is claiming is damaged or issue a credit/even exchange for the second piece. I cancelled the order and did not receive a refund. In 2002, silicon-based formulations were determined to be carcinogenic and hazards to the environment. DISPUTED: THIS IS A FALSE STATEMENT. It was processed on 3/30/22, reference number ************* In the amount of $1,264.16. FFR had a very difficult time scheduling the service call. DELIVERY DRIVER AGREED THAT BOTH SECTIONS WERE DAMAGED AND PROCEEDED TO PHOTOGRAPH EACH PIECE. We were not immune to those delays. AT THE TIME OF DELIVERY ON DEC. 20, CUSTOMER REQUESTED BOTH PIECES BE REMOVED FROM THE HOME AND RETURNED TO THE FURNITURE WAREHOUSE. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. DELIVERING GARBAGE TO A HOME AND REFUSING TO REMOVE THE GARBAGE AT THE TIME OF DELIVERY WAS A TRAP. They charge delivery fee of $99 for the year. It is printed on all invoices and charge and delivery tickets. The customer called back the same day, 12/28/21 and requested we pick up the chair instead of having our repair techs go out and assess the damage and cause and repair the chair if applicable. Please advise and thanks so much for the work you do. Please help. I'd like to just return it and get a full refund to my card as I have no interest in repairing a defective chair for the second time in a few months, and I have no interest in shopping at the Furniture Warehouse again. We asked for a refund so we may shop elsewhere and they refused. The credit card slip that the customer signs is marked "Merchandise Store Credit Only/ No Refunds". Attempts to clean the sofa lightened the stain, but not all the way. When I cancelled the Chase dispute, they returned the funds to the Furniture Warehouse and put the charge back on my credit card bill. While her demeanor is better, she has also been UNSUCCESSFUL in delivering a new mattress to me and now she is ignoring our calls. This changes the sales tax method. The pieces were delivered on December 20, 2021. June 22, 2022 Better Business Bureau of West Florida Case# 67527961 - **** ******* To: BBB Processing From: Don B**** Customer ******* ordered a sofa and loveseat on 10/20/19. Come get it and refund my money. For the last 34 years they have NOT strived to provide excellent customer service and in reviews the company has many complaints. Where is the difference from the $902.47? The Furniture Warehouse has store credit and a no refund policy. A store credit still remains on the customer account. We are requesting a refund for poor delivery service and a REFUND for the entire order if it does not show up by today, April 6th. DISPUTED; IN DECEMBER, WE ASKED FOR A STRAIGHT EXCHANGE REPLACEMENT OF THE DAMAGED FURNITURE. The customer called to reports 2 small flaws in material. The customer signed and acknowledged at the time of delivery that the furniture was delivered in good condition and that she understood there were no refunds once items are delivered, store credit only. Our sales invoices and delivery notices all contain verbiage that we only offer store credits for returns. Our delivery drivers were unable to maneuver the items up the stairs. We purchased a leather sectional from The Furniture Warehouse in Bradenton on Dec 22 and it was delivered the next day. I the attempted to dispute the credit card charges but too much time had elapsed. He confirmed that the business knowingly delivers damaged furniture and corners the customer in retaining damaged merchandise. #1 if they had come wothin a reasonable timeframe it would not have had multiple spots ..4 months it took and covid was their excuse. The customer retains possession of both pieces of the sectional and has been able to use the pieces as the functionality has not been questioned. (The consumer indicated he/she DID NOT accept the response from the business.) We have a no refund/ store credit policy. Unfortunately, the issues the customer is having with the recliner is not a functionality issue and only what appears to be damage to the material from an animal. I emailed him a scan of all the documentation and copies of all the emails I have sent him over the months, asking him to forward all of it on to the accounting office. The Director of Sales, Georgi J., reached out to customer on February 3, 2022 and explained the situation and helped her to reselect another mattress that would be in stock sooner than the original. BOTH SECTIONS WERE DAMAGED AND THE DAMAGE TO BOTH PIECES WAS ACKNOWLDGED BY THE DELIVERY DRIVER. The invoice was paid in part by the customers AMEX credit card in the amount of $265.79 on December 20, 2021 and Synchrony financing in the amount of $1,939.38 paid on December 24, 2021. We have a no refund/ store credit policy. Received it in February 2022. #2 they never addressed my question about the sofa never being treated properly before delivery. We have had a store credit of $1,107.13 at the Furniture Warehouse in Sarasota for many months now, and it has become clear that they cannot give us the product we are seeking to buy. POLICY PAIRED WITH UNETHICAL PRACTICES DO NOT STAND UP IN COURT; CUSTOMER IS PREPARED TO DEPLOY REPRESENTATION IN A COURT OF LAW TO SETTLE MATTERS. So they won't let me exchange the couch. They told us it would take 5 days to receive. Unacceptable! If that statement were remotely true they would have refunded my left over credit long ago and NEVER charged me a restocking fee. We set up a service call for our furniture repair tech to go out and evaluate what the cause was and repair if applicable. The customer contacted us on November 11, stating the set was damaged. The customer was not willing to wait for our next service appointment and requested a return for store credit. So, since the credit had been issued, so I was told, I cancelled the dispute. I had to pay another $139.98 for pick up and then a restocking fee for a total of $379.09. Customer's phone was out of service 6/7 - FFR cancelled the work order since they were unable to confirm appointment 6/7 - customer called Furniture Warehouse with updated phone number 6/8 - FFR re-opened their work order 6/8 - appointment scheduled for 6/27 6/8 - customer refuses 6/27 appointment 6/8 - Furniture Warehouse contacts FFR and gives them acceptable dates for a service call 6/8 - appointment set for 6/20 6/19 - appointment confirmed 6/20 - appointment executed At the service call, the technician noted multiple stains and attempted to clean all of them. He said the order had been cancelled and the credit issued but Chase would charge them (Furniture Warehouse) 3% and that 3% charge would be passed on to me. They only offered $560.00. She also spoke to our Director of Sales and said she understood the no refund policy/ store credit only. For the last 34 years, we have strived to provide excellent customer service. We have been patient, but this is just negligence at this point. (The consumer indicated he/she DID NOT accept the response from the business.) We have offered the customer the option of reselection on a different piece or store credit for a future selection but have not received a response from the customer as of the date of this letter. We offered to have a repair team come out. The customer retains both pieces of the sectional at this time. Cape Coral is outside of our service area and it is common to use third-parties in these instances. The customer paid the invoice in full online on 11/27/21 with her credit card. On March 10, 2022 the customers bank returned the funds to us when they reversed the chargeback from December. I have all the receipts including warranty and fabric treatment paperwork. June 24, 2022 Better Business Bureau of West Florida Case# ******** - ******** ********* To: BBB Processing From: The Furniture Warehouse Customer ********* ordered a sofa with additional pillows and the items were delivered 6/15/21. For the last 34 years, we have strived to provide excellent customer service. Unfortunately, customer has chosen items that were impacted by these supply chain interruptions and we were unable to deliver items to the customer's satisfaction. The customer was given a store credit of $560.00 on November 11, 2021 and is welcome to come back and select other furniture and accessories. We're seeking a full refund. The customer is more than welcome to come in or go on line and apply this store credit to any future purchase they would like to select and purchase. We believe this situation occurred due to timing delays of the original order, the chargeback, the cancellation and the customer delay in rescinding the original chargeback. The items were not in stock. Incompetent company. ** ******* & *** ********. I was advised by locals after moving here to avoid this merchant and should have taken heed. I purchased a sofa with additional pillows and a warranty to cover stains etc. DISPUTED: GARBAGE WAS DELIVERED TO THE CUSTOMER ON DECEMBER 20. Absolutely NO pick up fee mentioned on any paperwork. Purchased furniture 8/12/21 Delivered on 11/4/21 damaged and defective Contacted store mgr Curtis and asst Chris and corporate repair department Meg Was told a tech would come out to assess damages in December After waiting almost three months for delivery, didn't want to wait another month just for someone to see if table and chairs could be repaired. CUSTOMER WAS FORWARDED TO CAROL AND SHE CLAIMED SHE WOULD SEND A REPAIR TECHNICIAN OUT TO SERVICE THE DAMAGED PIECES; CUSTOMER AGAIN ASKED FOR STRAIGHT EXCHANGE, FEELING IT HIGHLY INAPPROPRIATE TO BE FORCED TO RETAIN AND REFURBISH GARBAGE FURNITURE THAT WAS ORIGINALLY DELIVERED COMPLETELY DAMAGED. The customer then charged back the total amount on 12/22/21 because she thought she had contacted the salesperson to cancel the order, but she had not. The items were not in stock at the time of purchase but were delivered soon after being received in our warehouse. It's not my fault I'm in "possession" of the chair. I contacted them for another in-warranty repair, as this purchase is supposed to have a 1 year warranty, and they never called me back again. If there's anything you can do to help me with this issue I would appreciate it thank you. ANY AMMATEUR READING THE HISTORY POSTED PUBLICLY WILL SEE A CLEAR PATTERN OF NEGLIGENCE AND UNETHICAL PRACTICES. THERE HAVE BEEN 52 COMPLAINTS PLACED THROUGH THE BBB ALONE IN THE LAST 3 YEARS AND ALREADY 12 IN THE LAST YEAR. "NO REFUND/NO STORE CREDIT" ARE ALL MOOT POINTS WHEN TRASH MERCHANDISE IS LEFT BEHIND. This ordeal with Furniture Warehouse gets even more disturbing as I discovered, from my bank, that the "as is" signature they claim I signed is actually not my signature, but a forgery. One section had leather damage but still functioning as intended and we issued a credit memo for it and ordered an even exchange for the customer. This is very misleading. Customer ******** purchased a 2 piece leather sectional on December 20, 2021 on invoice # ********for a total of $ 2,205.77 including tax and delivery. Customer is a snowbird and will return in a few months. International Association of Better Business Bureaus. We have issued a $50 store credit to be used at any of stores for the inconvenience. He handled the situation incorrectly. For the last 34 years, we have strived to provide excellent customer service. We should not be required to subsidize their failings as a business. Service teck came to her house on 4/25/22. by treating the fabric prior to delivert. The items were not in stock. CUSTOMER HAS BEEN IGNORED FOR 3 MONTHS REGARDING REQUEST TO HAVE THE SAME ITEM REDELIVERED. This has now been going on since December! They do not treat customers with courtesy. After MANY calls and email messages, the bed was finally delivered on NEW YEARS DAY. On 12/27/21 the sales person contacted the customer and she told him she would rescind the chargeback because she still wanted the order. The Furniture Warehouse stated their original response again but changed the amount of store credit to benefit them. and poor consumer-relations. This will be applied as a refund to Progressive Lease reducing the balance he owes. Unfortunately, the same mattress was not in stock and would be delayed in being delivered. I didn't know it was damaged as the delivery people were in a rush and I falsely assumed that the company would act with integrity if anything was wrong. For the last 34 years, we have strived to provide excellent customer service. Very scammy. All of this is totally unethical behavior. Despite my numerous requests, they have not inspected the defective chair or provided follow up for the "warranty" I even offered to drop the chair off at their store and they hung up on me. The table has scratches and dents,Two chairs were completely different from the table set. This company is a scam. This is the absolute worst company I have ever dealt with and hope the BBB can help before I have to go to court over this. I contacted the company and spoke with Meg in the Repair department (she was very UNHELPFUL, disrespectful and rude and SHOULD NOT BE IN CUSTOMER SERVICE). She also spoke to our Director of Sales and said she understood the no refund policy/ store credit only. We were promised a DELIVERY on April 5th. The invoice was paid in part by the customers AMEX credit card in the amount of $265.79 on December 20, 2021 and Synchrony financing in the amount of $1,939.38 paid on December 24, 2021. However, we have not been able to schedule a service call to see what the issue is on the second piece the customer is claiming is damaged or issue a credit/even exchange for the second piece. Over a month later, a repair person showed up and sewed up some of the holes where the stuffing was coming out. The Furniture Warehouse has store credit and a no refund policy. What recourse do we now have? Enclosed is a copy of the refund ticket. When shopping in the store the sales team is telling customers that full refund is given for cancelling orders. Per our policy, merchandise will graciously be exchanged one time for store credit within 7 days of purchase with a 15% restocking fee. The customer retains both pieces of the sectional at this time. I asked for someone to come out and it took until June 2022 for them to finally send a 3rd party vendor to my home. The customer retains possession of both pieces of the sectional and has been able to use the pieces as the functionality has not been questioned. Stop playing games and give me my money back and, if you want, come get your defective chair. CUSTOMER SPOKE TO A MANGER AT THE BRADENTON STORE WHO STATED THERE WERE PLENTY OF THE SAME SECTIONAL IN THE WAREHOUSE AND THAT A STRAIGHT EXCHANGE WAS POSSIBLE. They won't even honor their own short warranty. CUSTOMER ASKED FOR A REFUND OF THE DELIVRY FEE SINCE ALL FURNITURE WAS DAMAGED; ***** SAID ONLY AN INCONVENIENCE CREDIT OF $50 COULD BE PROVIDED AND THAT THE $50 CREDIT COULD BE USED TO PURCHASE ACCESSORIES SOLD IN THE STORE. IT IS HIGHLY UNETHICAL, NEGLIGENT, AND UNACCEPTABLE OF THE FURNITURE WAREHOUSE TO ASSUME DAMAGED FURNITURE MEETS THE NEEDS OF A CUSTOMER. Finally this guy comes out and by now there is more than 1 spot! BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. I took off work and waited on a previous day lost a full days pay and they never showed up! DISPUTED: IN DECEMBER AND JANUARY, CUSTOMER CALLED AND TEXTED SALES ASSOCIATE AND STORE MANAGERS MULTIPLE TIMES BEFORE SPEAKING TO ***** AT THE MAIN DISTRIBUTION CENTER IN SARASOTA. (The consumer indicated he/she DID NOT accept the response from the business.) The customer then called back on January 31, 2022, more than a month later, to report that the other pieces also had damage. The invoice was paid in part by the customers AMEX credit card in the amount of $265.79 on December 20, 2021 and Synchrony financing in the amount of $1,939.38 paid on December 24, 2021. In the meantime, I contacted Jeff C. at the Sarasota warehouse who had taken the original order. Since then, after multiple phone calls with the store, we have not even been able to locate whether it is on the truck, out for delivery, or sitting in a warehouse. No refunds. As a matter of policy, BBB does not endorse any product, service or business. Furniture was damaged and the wait time for a repair appointment was unacceptable. She contacted service regarding the cushion sitting lower on 04/18/22. Well guide you through the process. The breakdown of the credit is as follows: Credit for furniture - $ 268.95 Dining Table - $ 331.04 4 Side Chairs - $ 149.99 bench - $ 749.98 Total Merchandise credit - $ 52.50 Sales tax credit 7% - $ 802.48 credit before pickup and restock fees $ 112.49 15% restock fee on $749.98 merchandise total $ 129.99 pickup fee - $ 30.00 additional credit for the pickup fee to match the original delivery fee of $ 99.99 - $ 590.00 total store credit for returned merchandise less restock and adjusted pickup fee. The customer decided to return the chairs. On November 4, 2021 the set was delivered. The customer had placed 2 orders on the same day and cancelled the other order and did not want to cancel this order. Don B**** CFO The Furniture Warehouse. When the customer first contacted us on December 20, 2021 they reported that one section had leather damage but still functioning as intended and we issued a credit memo for it and ordered an even exchange for the customer. We ordered THE BEST BED that they had in the showroom. How can Something break down in seven days is beyond me. On November 27,2021 the recliner was delivered and signed for in good condition. I would like further assistance in resolving this matter as I am a concerned consumer and looking at further reviews show they take advantage of customers like this regularly!

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