ComplaintsforBush Industries Inc

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered directly from Bush, and one of the two packages containing my desk was incorrect, leaving me, unable to assemble my desk. I immediately contacted customer service, explain the issue, as I work from home and the delay would cost me great trouble. Initial customer service rep advised potential remediation to include compensation or expedited shipping. When the case was finally reviewed, none of these options were offered, I was given a half hearted apology, and the desk will arrive. Eight calendar days after the case was open. I feel like this entire matter was handled poorly, and the response was lackluster at best. I am hoping there could be something done to make this right, as I chose Bush over the big box stores due to their reputation for both customer service and quality furniture.

  Business response

  11/01/2024

  We sincerely apologize for the inconvenience you've experienced with your order. Unfortunately, expedited shipping is a service we don’t offer, and we have retrained the agent to prevent future misunderstandings with other customers. We understand how important this desk is to your workspace, and it’s disappointing that the initial support didn’t meet your expectations. We have reviewed your case and will be issuing a full credit of $464.99 to make this right and ensure you feel valued as a customer. You will receive a notification from our Web Sales team once the refund has been processed, which may take up to 48 hours to appear on your payment method, depending on your credit card policies. Again, we apologize for the inconvenience this has caused. Sincerely, Bush Home Furniture

  Customer response

  11/01/2024

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

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Following is the message I sent to Bush detailing the broken products and my multiple attempts for resolution; they have not responded: I placed an order for four of your Saratoga Tall 5 Shelf Bookcases in Modern Gray through Amazon on September 8. When they arrived, the boxes and two of the bookcases were damaged/broken. The same day we opened them, we filed a claim with UPS, and their system shows they contacted you. I also sent a message through your on-line contact form on September 26. No response on either attempt. I so looked forward to receiving the bookcases, as an entire room was planned around them. That was weeks ago, and the boxes have been taking up space stacked in our living room. What began as an exciting project has become a huge hassle and disappointment. At this point, I just want my $783.38 back and for someone to pick up all of the bookcases. This is my final attempt to resolve this issue through Bush. I would like the same level of customer service I extend to my own clients. If I do not hear back from you, I will contact my credit card company, Amazon and The Better Business Bureau for assistance. Amazon order ******************* ***.50 Amazon Gift Card Balance 549.72 Credit Card 783.38 Total UPS Claim Tracking Number ****************** (submitted with photos) Sincerely, Shelly Mitchell Roberts

  Business response

  11/29/2023

  Our supervisor of the Consumer Service team contacted the consumer on 11/15 to apologize for the issues and expressed our desire to make this right—she stated she no longer wants to products nor parts as she had purchased these bookshelves for a project and had since abandoned the project as a result of the delay. She was sent return labels to be picked up by FedEx and a full refund of $783.38 was approved to be sent to the consumer via mail.

  Customer response

  12/11/2023

  Better Business Bureau:
  

  The defective products were returned. Since my last post regarding resolution, I have received a refund from Bush. The complaint can now be closed.

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

  
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered and received a new Bush Furniture Media Storage Cabinet 2 weeks ago directly from the manufacturer website. Order #13277. As I tried to assemble the furniture, there were clear issues with the assembly. Some of the pre drilled holes were off and when I tried to complete the assembly, it resulted in gaps in several areas fo the cabinet. I called the 800# several times while assembling it. But the 800# had all sorts of technical issues and could not connect with anyone. The Bush website even noted their 800# is having technical issues. They said to use the email provided vs 800# but I have sent several emails without any response as well. I even received an email yesterday to provide feedback ironically where I provided details on my horrible experience, included 10 pics of my furniture gaps and again asked for help to solve my problem. I have yet to hear back from anyone no matter all the calls and emails. This complaint includes some of those pics. I am simply looking for an exchange with no extra cost out of my pocket to return the product I have right now that needs to go back.

  Business response

  11/01/2022

  
  We apologize for the customer’s frustration.  We have reached out to the customer and are awaiting a response to effectively troubleshoot any possible assembly issues or process any parts replacement needed.
  
  Thank you!

  Customer response

  11/02/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint, but they have taken the first step by finally contacting me.  They send me an email late last week with a tip on on how to install a door better which had nothing to do with my problem.  It actually showed they never read my compliant nor did they view the images that show this is a manufacturing issue.  I replied stating this to them again and they another following asking for more pictures.  I sent more pictures yesterday including one attached here for reference.  This one picture shows one of several issues with the furniture since both the front and back of this furniture has gaps and those gaps are on both sides.  So we have 4 gaps total, plus pieces that cannot be added since the holes do not line up.  I am glad I actually had someone contact me though and my hope is they will get back to me this week to let me know they will be either shipping a full exchange or at the very least simply send me the one piece I keep saying is the issue which has been backed up by a dozen pictures show the manufacturing issue.  But two emails does not make this resolved… an actual resolution I would agree to is when this will be resolved.

  
  Regards,
  
  ******* ****
  
  
  
  

  
  

  Customer response

  11/18/2022

  I was not able to update my complaint noted below on the website.  However, the business was able to resolve my complaint by sending the correct replacement piece I needed, free of defects.  I would like to close the claim as resolved.  Can you help with that?
  
  

  ******* ****

• Initial Complaint

  09/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased desk from ****** from this company Bush Furniture. Pieces are missing from the shipment and I was advised by ****** they are just a third party and to contact the company directly to receive missing pieces and that the item is under warranty. contacted company for days and they refuse to resolve. I paid $1200 for a desk that is missing half the pieces. Sales are final. I have no workable desk and they refuse to work with me and are very rude. All I want is the remaining/missing pieces sent to me so I may have my functional desk I paid for. I’m so upset because it was $1200 and I never spend this much on myself yet I did to have a pleasant working space since I work long hours from home and yet the company refuses to work with me at all and I am going to lose my money if they don’t.

  Business response

  10/18/2022

  Thank you for you inquiry.

  The Aug. 15 order being referenced was not purchased thru Bush Industries. This order was purchased and fulfilled by ******, while the order was for our product, we have no visibility of this order.

  However, there was a second order purchased from us directly and that order has shipped and delivered in full.  

  We have been in contact with the customer, ******** ******, about the order purchased from us on Aug. 22, and have successfully fulfilled the parts request.
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We Bought a Desk through *****.com, Bush Industries was the vendor. We got our desk in the mail and the package was destroyed. We contacted ***** who insisted they were not in the wrong and said Bush Industries would be the ones to deal with. We recieved the desk on 8/31/2022. We contacted Bush on 9/1/2022. Which they said they would replace the 2 missing parts and they would ship them out that day or the next and we would have them in 3 business days. Tuesday 9/6/2022 comes and nothing in the mail. We contact Bush to which we get another women who says they were backordered but now in stock and they would expedite them out. Wendesday comes and we still havnt heard a word. We contacted Wyatt at Bush and explained his manager was in a meeting at 8:00am but the parts still hadnt shipped and they MIGHT ship this week. Wyatt didnt know.. and he would contact us as soon as she left the meeting. at 3:00 pm we still had not heard. So we contact Wyatt who again says shes still in a meeting. Finally i threating the BBB if we cant resolve this issue the manager just so happened to be at the phone. They said it had to go through Tracy at a different facility 18006504782 ext 5123. Tracy answered. Said he would make sure they got shipped out Today 9/8/2022 and he would contact me first thing in the morning. At 10:00 am we still had not heard from Tracy. So I call Tracy. Get his voicemail and leave a voice mail. Now when i call, it gets picked up and hung up. Now we have a $400 desk that is broke and useless to us.

  Business response

  09/12/2022

  Good afternoon,We sincerely apologize to hear of the consumer's experience and always strive to ensure timely communications and resolutions are provided. We did process the parts order as requested on 9/1/22; we anticipated that the order would have arrived more timely, however, our distribution center did experience unexpected delays. The replacements needed were shipped via ***** Ground on 9/8/22 on tracking # ************ and show delivery to the consumer on 9/12/22. Please let us know if there is anything further we need to provide to resolve this. Best regards,Amanda P****** Bush Industries 

  Customer response

  09/13/2022

  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. 
  
  Regards,
  
  **** *****
  
  
  
  
  

*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. ↩