ComplaintsforFurniture Palace

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me some defective furniture. I called them the next day and asked to speak to the owner, which has never responded. I have pictures and videos of the defects. They also didn't give me a receipt after exchanging out some broken furniture. They're still charging me the same price for the broken furniture that I returned.

  

  Business response

  09/16/2024

  Hi, we have tried many times to be reasonable and work out a solution to Mr ***** complaint.  He has changed his mind multiple times after an agreement was made.  There is nothing wrong with the furniture at the time of our second delivery. We first attempted to deliver the original order, but Mr. ***** did not measure, and the furniture was not able to fit.  We then chose a smaller piece and clarified what the difference in price would be.  He agreed to this over the phone and his account was noted.  After delivery the customer claimed that another online place had it for cheaper.  We told him we cannot match that price due to the fact that those online places make up the price on their delivery fees.  Mr. ***** was in store a week ago and we came up with another solution to go ahead and honor the price and refund him the $150 to settle his complaint.  However, Mr. ***** wants an "inconvenience fee" and that is not something we offer as we have been working with him, doing multiple deliveries and finding multiple products to fit due to the size of his location.  If Mr. ***** wants to get the $150 we are more than happy to still refund him that amount.   Please let me know.

   

  Thank you,

  ****

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  July 22, 2024 we purchased a couch and Love seat and paid by credit card. The eta quoted was 2 to 3 weeks. After 3 weeks we had heard nothing so we called and were told we would receive the furniture on the 8/13 or 8/14 which would be 3 1/2 weeks. On 8/16 we went to the store because we had heard nothing and received nothing, but the manager was on vacation for a week. The person there could not check or help on the delivery. Did not know how to work the computer. But said he would take care of it on Monday, 8/19. On the 8/19 we again did not hear anything so we went to the store again and we’re told no one could help us. It is now 4 weeks since our purchase and have not heard from the owner, the manager or anyone as we requested. We are very concerned this company is not reliable and may be bogus. Can you help us or give us advise to get our money back?

  

  Business response

  09/16/2024

  Hi, this set was delivered on August 24th, approximately 4 weeks after it was ordered on July 22nd.  We state on our invoice that the wait is an estimated time and that we are not responsible for manufacturer delay, which this was.  We apologize for the delay, however this was taken care, and I hope to the satisfaction of the consumer. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 22,2022 I purchased a bed room set and a living room set from furniture palace on central ave. The salesman came to me I told him I wanted a bedroom set and a sitting room set I made sure sure I told the salesman I wanted a new one He said I have a new in the warehouse. I gave one hundred dollars for delivery and I said bring it. I was waiting on it to come Monday they came they brought the sitting room set in first then they brought the bedroom set I saw my pillows on the truck floor and I asked them what is my new pillows doing on the floor and the guys said Mr. ****** it's not our fault this is the set off the showroom floor not a new. They said if it had of been a new set it would have had plastic on it. I said I know this salesman didn't send me a used set for a new one, and they said yes he did. Haven't given me any paperwork or anything except run me around. It's very wrong to prey on senior citizens I have had colon cancer and I'm still sick. One of the guys from furniture palace called me on Friday February 3rd,2023 he was one of the managers he tried to bribe me by giving me $300.00 to leave it like it is. I told him i'm not taking $300.00 and this sitting room set is still pealing stained and tore on the bottom. I'm not taking #300.00 when he want me to pay 1500.00 after that and he yelled and said **** you, you want get nothing. These people are redicoloius help me please.

  

  Business response

  02/10/2023

  This customer purchased a sectional that was discontinued from the manufacturer and discounted down from $1199.99 to the $799.99 price for the floor model.  The pricing was based on being a floor model.  The salesman stated that if we had an extra new item in stock we could deliver the new, but we did not promise new nor was the customer charged for new.  After the delivery we offered the customer to exchange the sectional for a different new model, but the model selected by the customer was too large to be delivered to the customers home.  We have also offered this customer multiple different discounts or refunds to aid in his satisfaction of his purchase, but due to his consistent aggression and unwillingness to work with us we will be just honoring his original purchase at the original discounted floor model price.  We will not be perusing the additional delivery charge for the attempted delivery of the exchange furniture.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase a couch , loveseat unit on 4/16/22. We’ve had service out 3 times now. All cushions are broke down already. And love seat has a mechanism issue too. I’ve been in contact 6 times now since November 10th ,22. We talked with Tom on central ave store. The mgr at Navarre store would not return phone calls. These units need replaced. The repair person **** they sent out. All he did was stuff foam under the seat cushion foam itself. This is not working or is it correct. They were supposed to order new cushions in November. It’s now the end of January and they wont return any calls. This Ashley couch and sofa needs replaced. It’s not a year yet. ******* *******. ************

  

  Business response

  01/30/2023

  After failing to have a 3rd party repairman fix the issues with this product we have issued the replacement of all items purchased with new items.

  Customer response

  01/30/2023

  
  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

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from FP in August of 2020. In March of 2021, I first contacted them because the foot section of my recliner was broken. They sent out a repair guy whom was supposed to order a part and I never heard from them again. I called in July and spoke with someone who stated the last service manager was fired because of his mismanagement of orders and service appointments. I waited for him to figure out what was going on. He was to call me back in a week. I never heard from him. In September of 2022, I personally went into the store and spoke with a new service manager. He stated there was a note in my file that someone came out and installed the new part. I assured them that did not take place. He stated he was going to place the order for the new part. I followed up with him 2 weeks later and supposedly the part was due to arrive within the next 2 days, this was on a Friday. I waited and heard nothing. After a month I called the store and left a message. After 2 days, when I did not receive a call back, I called the main line & asked for a supervisor. I spoke to someone named *****. He told me the service manager had quit. I told him not my issue as I'd been through 3 in over a yr & I wanted my issue taken care of. He got in my file, saw that my part had arrived, said he'd contact the company who handles the repairs & have them contact me. I got a txt 2 days later & an appointment was set for 3 days later. The repair guy shows up w/ only a toolbox, no part, looks at my footrest which is stuck up & says "oh shit that's broken." Unhooks the release mechanism from the footrest & latches it in the closed position. 2 months later, I hadn't heard anything so I again went to the store to speak to a manager. This time it was *****. I explained the entire situation including what "****" the repair guy said & that he didn't show up w/ the part that was supposedly ordered. The service people were supposed to call me the next day, it's been 3 weeks.

  Customer response

  02/09/2023

  [BBB Transcription via Email]

  From: ************************* <*********************>
  Date: Wed, Feb 8, 2023 at 9:46 PM
  Subject: Regarding BBB complaint ID ********
  To: <************************************>
  
  
  To whom it may concern, 
  
  I am writing with some possible pertinent information regarding my complaint. The reason as to why you may not have received any response from Furniture Palace is because I forgot that they have my order under my maiden name, *******. My friend who I placed the order with assumed I would be going back to my maiden name after my divorce, but I did not. They do not know my married name, although I always state my name as *********************** Skinkiss when I speak to them.
  
  Thank you,
  **********************;

  

  Business response

  02/10/2023

  Unfortunately due to the name change we have had a number of miscommunications.  The parts to this repair have come in and been discarded due to not having a known repair to be tied to.  Due to financing I can not change the name in our system and it must remain *******.  I have reordered the parts with extra notation and will be reaching out to the customer today with updates.

  Customer response

  02/10/2023

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

  Customer response

  09/15/2023

  [BBB Transcription via Duplicate complaint]

  Hello, I am reaching out again. I filed a complaint back in January due to Furniture Palace never resolving a warranty repair. The "supposed" manager reached out in early February with some weak excuse about the issue being because my Maiden name was used on my account and when they ordered the part, because it came in my married name, the part was discarded. That is an utter crock of bull. I always identified myself as ***********************, not *************************. They had my phine number attached to my account, that is how they always found me. They sent someone out to repair the recliner of my sectional. The guy showed up without the part, took one look at it and said cwell s*** that's broken." Naw, really? That's why I haven't been able to close the foot section for 2 years. For context, I purchased the recliner in Sept 2020, I put in my warranty claim by March 2021. I had a year warranty. I spoke three times with the manager since February. I have left 3 voice messages for him on his direct extension that he gave me, #***. I have not heard from him since the end of March. I spent a lot of money for a product I cannot use. I require to be reclined almost entirely during the day. Since they unhooked the foot section of the recliner so it would stay closed, I've had to stay in my bedroom so that I can maintain my reclined position. I may be moving shortly and would prefer to take this piece of furniture with me, but in it's useless state, I'd rather burn it or toss it in the dumpster. As I'm disabled, I'm not able to go down to the store to follow up constantly. I only bought through them because my friend worked there at the time.

  

  Business response

  10/16/2023

  Hi, I apologize for the delay.  I have looked into this situation and will do my best to have it resolved.  I have located the parts and will be in contact with our service tech to come out and install it. All the people you spoke with prior are no longer with the company so I will be handling it going forward. Thank you for your patience!

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought this couch in may of 2021, since then it has been a horrible experience. it was originally electric on the recliner sections but wasn’t properly closing or sitting, it was then replaced with handheld reclining. when sitting in either recliner, it doesn’t stay back what so ever, the slightest movement makes you fly back up into a sitting position. the back of the middle section containing the cup holders and compartment has fallen apart many times, exposing long nails. it looks to be fallen apart and has even hurt someone. We purchased the warranty and i’ve called to complain many times specifically about just that piece. was promised it would be fixed on 5-6 different occasions, yet no follow up, no replacement, no repairing. the back side of the lounge part of the couch, has sagged from day 1. it does not sit properly with the rest of the couch and is constantly resting on my blinds/walls, also big gaps between the pieces when you sit down if something falls out of your pocket always falls down in the gaps Spending almost $3,000 with the warranty on this couch and it’s been nothing but problems. I’m unsatisfied with this purchase and highly disappointed in the customer service of this company.

  

  Business response

  12/27/2022

  Furniture Palace is a retailer for ****** Furniture.  Furniture Palace does not warranty any items sold,  Furniture Palace will assist our customers with their manufacturer warranties.  This is stated at the bottom of every invoice, which is signed by each customer at the time of purchase.  We also provide an optional third party protection plan, which was purchased by ******.  We can assist with third party protection plans, but due to the terms in the plan Furniture Palace can not submit any claims for the customer.  This is explained to all purchasers of third party protection plans, and is stated as such in the documents of the protection plan.
  Furniture Palace has been to the residence of ****** ********* multiple times to aid in the warranty of this purchase.  Due to manufacturer lead times, Furniture Palace provided a free power upgrade to one end of the reclining sectional to enable a faster delivery.  When the ****** was unsatisfied with the performance of the power unit Furniture Palace offered to just replace the end with the originally ordered end when it came in 3 months later, which is what happened.  At the time of the swap out all items were in good functional condition.  In February Furniture Palace received a complaint about the reclining end piece that was replaced.  The end would not recline.  When our service team came to the home we discovered that a cable had just became un hooked in the mechanism.  We were able to reattach the cable and fully repair the piece.  Our team also was told from the gentleman home at the time that the item was turned over to retrieve items that had fallen into the gaps.  We instructed the son on how to reattach the cable if this happens again, and informed him that the furniture is meant to be upright when operated.  Due to this issue not being a manufacturers default, but instead due to mishandling of the furniture this was not a valid warranty claim per the manufacturer.  Furniture Palace would normally charge for a service visit, but decided to wave any charges.  Again all items were in good an working condition when we left.  A month late we received another call to service this sectional.  This service call was for a back panel separating from the console piece.  When our service team arrived at the residence they were told that the panel was pulled out to look for a phone which fell into the sectional.  Again, this is not a valid manufacturers warranty, nor would this be valid under the protection plan since this was intentional damage.  Again Furniture Palace did not charge ****** for a service visit and were able to repair the console back.  After four months we received another call to service the back of the console.  We informed ****** that we would not be servicing this sectional further due to the prior incidents being caused by misuse.  We did inform her on how she can contact the manufacturer, but due to the prior misuse of the product any warranty will most likely not be honored by the manufacturer.

   

  Furniture Palace has done everything reasonable to assist ******, but due to the treatment of the furniture that was describe to our service team there is no ability to receive any refunds or credits from the manufacturer for this merchandise.  With out receiving a credit from the manufacturer, Furniture Palace will not be refunding or replacing any of these purchased items.  Furniture Palace will not be servicing any of these items further without receiving a prior service deposit due to the to free prior services.

  Customer response

  12/28/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  Never have I took apart the couch. I simply stated I had to unhook it and move it to get my phone out, not rip the entire back part of it off and I think you’re mistaking someone probably came out twice, and that was to deliver the recliner and to take the other one, you kept scheduling for someone to come And they never came. It looks like you just keep beating around the bush on your crappy furniture and talk people into paying for warranties you have no intentions of keeping. When you know you’re not gonna fix it will never buy from this store ever again after I purchased, I had several people say they I should’ve never got furniture from here. And now I know why 
  Sincerely,
  
  ****** *********

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a table and chair dining set for $896.69 on 5/28/2022. We picked it up from their warehouse on June 3rd, 2022. June 4th we called to let them know a corner of the table was damaged and no longer square. We were told to take a picture of the damage and send it to a certain number, which we did. Order # *****. On June 9,2022 we got a call from **** ??? {it was not fully audible} and was told he was forwarding a request to the warehouse for replacement. He said that we should hear from someone on Monday June 11,2022 from them and a replacement would be available And delivered by Thursday June 14,2022. No call of replacement availability or correction of damaged item was made. On June 27,2022 I spoke with ******** who assured me that our replacement table was ordered and should arrive soon. Following the non- response , I made several calls to their general phone number only to get a recording and no person to talk to . I left numerous messages . I am a responsible person and just tired of being lied to and ignored by a business that advertises a good products. While that may be the case their ethic is in the toilet. So 5 months later here we sit with 4 chairs and no table. Thank you.

  

  Business response

  10/26/2022

  [BBB transcription via email]

   

  Hi, our response to ID ********

  
  

  Hi, we have attempted to contact the customer multiple times to let them know that their new tabletop is in.  We are not able to leave a voice message with the number we have on file.  Please let the customer know to contact us or email us at bestfurniturepalace@yahoo.com.  Their tabletop is in and is ready for them to swap it out.  We are sorry about the confusion this may have caused.

  
  

  Thank you,

  
  

  ****

  Furniture Palace

  Customer response

  11/15/2022

  [BBB transcription via email from consumer]

  We have not gotten any resolution to our complaint with Furniture Palace. We received a phone message after their statement. We called them back the next day on 10/28/2022, we talked with ****, he said we will get a call back as to where to exchange the table top and as of today, 11/14/2022 we are still waiting. This has not been resolved. Thank you, *** ******

  

  Business response

  11/15/2022

  We have notified the customer that the replacement part is available for pick up.  The customer requested we transfer the part to a closer location.  The part will be available for pick on 11/6 at the closer location.

  Customer response

  11/16/2022

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch, loveseat,and recliner set December 31st 2021, they did not even get part ox the set to me till beginning of April. When that part of order was delivered it was delivered by their delivery guys and left in living room in the box the delivery people left it in till other part of order arrived in May. When second half of order arrived When the love seat back was pulled out it was chewed up and damaged. Initially furniture place said they would replace the back. I went back just after memorial day they said on order went in June said on order. July I had surgery did not go back till August the said on order. No in September said the will not replace because was stored wrong between deliveries. It was in their box in a living room. ALL I wan in a new back to loveseat. I paid over 2600.00 for something new. I want it new. They refuse to talk to me and let me talk with anyone higher up.

  

  Business response

  10/31/2022

  This customer originally came into the store a couple of months ago and stated that mice had chewed through the corner of her reclining sectional. We informed her this was not a valid manufactures warranty claim, but we could assist her by ordering a replacement cover. The Customer assumed that this was the entire back piece, but it is only the fabric. The Customer then became very hostile at which point we informed her that this is not a valid warranty claim. After threatening our employees we had to ask the customer to leave our location.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a couch and love seat in full march 21st. And 1 side of the love seat does not have the firm lubar support as thee other side. And the stitching on the couch is unraveling. We asked them for a refund. Considering it was only 4 weeks that we told them about it. They want us to take a 33 % off of what we paid. I told them that was ridiculous for furniture to be bad after 4 weeks. Please help **** ****

  

  Business response

  06/15/2022

  [BBB Transcription via Email]

  From: **** <*****************************>
  Date: Tue, Jun 14, 2022 at 4:32 PM
  Subject: id ********
  To: Akronbbb Info <i****************>
  
  
  Hi, I just wanted to let you know that complain ID ******** has been resolved.  We have replaced the piece that had the alleged defect.
  
  Thank you,
  
  ****
  Furniture Palace

  Customer response

  09/07/2022

  [BBB Transcription via Phone]

  
  Complaint: ********
  
  I am rejecting this response because: The couch spring is broken and I want it replaced. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My name is ***** ****. I am writing to you regarding a business matter that involves myself and Furniture Palace. This matter necessitates that I file a complaint with your Bureau about Furniture Palace’s business practices. In June of 2021, I purchased a bedroom set from Furniture Palace. I paid $2,380.00 for the merchandise. At the time I purchased these items, I was told that they did not have the bedroom set in stock, but that it would be delivered to me when they became available. As time went on, I reached out to Furniture Palace to inquire as to whether the set would be delivered. I was told that because of “supply chain” issues, they set was still unavailable. It is now coming up on a year, and I still do not have the merchandise. I work hard for my money. I cannot afford to give a business $2,380.00 and not get anything in return. I would like either a refund of the money I paid, or to be allowed to pick a bedroom set of comparable value that is available for immediate delivery. I am so aggrieved by this matter, that I have consulted with legal counsel about initiating a lawsuit. I am hoping by filing this complaint, we can come to some sort of resolution before commencing litigation.

  

  Business response

  06/09/2022

  [BBB Transcription via Email]

  From: **** <*****************************>
  Date: Thu, Jun 9, 2022 at 10:19 AM
  Subject: Complaint response
  To: ***************** <*****************>
  
  
  Reference ID ********
  
  This matter has been resolved with the customer.
  
  Thank you,
  
  ****
  Furniture Palace

  Customer response

  06/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I still do not have my furniture and I am going to file so that the small claims court can handle it.. 
  Sincerely,
  
  ***** ****

  Customer response

  06/27/2022

  The business confirmed that the furniture has not been delivered.  It will have its delivery manager call the consumer either today or tomorrow to schedule delivery.

  Customer response

  06/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Furniture Palace, hasn’t done anything to resolve this matter.. I have filled a complaint with The small claims court and I am awaiting a date to get this resolved.. I am hopeful that the courts will hold Furniture Palace accountable for the horrible way they have treated me.. I am also hope that this doesn’t happen to anyone else.
  Sincerely,
  
  ***** ****

  

  Business response

  07/14/2022

  [BBB Transcription via Email]

  From: Adam <*****************************>
  Date: Thu, Jul 14, 2022 at 2:13 PM
  Subject: ID 17195576 Carla King
  To: ***************** <*****************>
  

  
  
  

  
  

  Hi, Regarding ID: ********-***** ****,  I wanted to inform you we have taken extra steps to satisfy this customers needs and everything should be complete and satisfied at this point.  Please reach out to the customer to confirm.

  
  

  
  

  Thank you,

  
  

  ****

  Furniture Palace

*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. ↩