Complaints

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:03/19/2024

  Type:Delivery 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.

  Wednesday March 13th 2024. I bought a ****** accent cabinet for $809, a ****** matching round in table $225, Floor lamp a $159 and rug for $79. The floor lamp and rug were placed in my car because these items aren't eligible for delivery. A neighbor shopping with me that lives in the same building as I do, also bought a patio set that was considered one piece because it was so small. The patio set could have gone in my car but since I only had 2 eligible items for delivery the accent cabinet and round table the patio set was counted as my third third item giving me a total of 3 pieces for delivery. Delivery is 3 pieces for a $125 and $15 for each additional item. For delivery you go to ***** **** ********, ******* ###-###-#### and ###-###-####. The items were delivered March 15th at 11:15 after the delivery men left, I could see the accent cabinet had a hole in the side front with black around the hole and was cracked down the middle front. I called Bargains and Buyouts at 11:48, Robert a manager had me to send photos. After that I spoke with Justin - the store manager who said they would do a refund but I would have to get the items there back to the store. I called ******* at ***** **** ******** ###-###-####, He kept saying he would call me back but, wouldn't, I had to call him all day from different numbers because he wouldn't return calls or answer my number ###-###-####. ******* later told me I would have to pay $75 for them to take it back. Someone came back after 6 and I paid $75 for the items to be returned to Bargains and Buyouts. 1 believe Bargains and Buyouts are responsible for merchandise once it is paid for and still in their possession. I have now paid $200 for delivery and don't have the furniture. I want my delivery money refunded. The $1372.25, I financed didn't include the delivery charge. That was a separate charge on my credit card. Who is responsible for the $200 that I paid? I want the $200 refunded back to me.

  Business Response

  Date: 03/19/2024

  Hi ******, 
  In regard to the situation at hand especially the delivery we are not responsible nor do we handle any type of direct service of delivery. We do offer the services of a 3rd party delivery service which is optional. We understand that since we do not offer this service directly, we do hold customers items for 2 days to coordinate the pick-up of their items. In our hold waiver which you signed it even states that you are responsible for the pick-up of those items.
  with your situation I understand that you used the delivery service and that upon the arrival of your furniture you were unhappy. I did let you know that the item in question sometimes did have those marks and that the cracks are apart of the aesthetic of the piece. We do have customer look over their items before purchase but after your call I do believe you when you say you didn’t see the markings on the piece, but as I said I have seen multiple of these pieces and they all have the same markings. 
  since you had just received the piece and had called right away we decided to let you bring the piece back without charging you a 25% restocking fee (which you signed off on) but we let you know that you would be responsible for bringing the item back to us. We understand every situation is different, (some people have a truck some people have a friend with truck) but we do leave it up to customers in these type of situations on how they choose to get the piece back to us. 
  
  

• Initial Complaint

  Date:04/29/2023

  Type:Customer Service 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.

  On 4/ 28/2023, my husband and I were in the store for 45 min -1 hr. We decided to come back the next day to purchase tables as we needed a way to get them home. However we did purchase a lamp and light bulbs that were in a basket near the register. Andrew rang up our items. After paying I asked him for a garbage bag for the lamp shade and a garbage bag for the lamp. He pulled out a SMALL brown bag. Notice I said SMALL brown bag for a lamp shade. I said I would like a garbage bag. He said those are for our customers with throw Pillows. I said I purchased lamps here a few weeks ago and I was given garbage bags. He handed me one garbage bag. I said you are trying to be funny (1st the SMALL brown bag for a lamp shade then 1 garbage bag). He said you got your lamp didn't you! The look on his face and his tone let me know it was time to leave and not return. The way he treated and talked to us gave me an uneasy feeling all night. So much so that I had to get up and write this. I come into the store almost every weekend. Some of the workers know my face and are ALWAYS friendly. That is one of the best things about the store. I've sent others to the store and as I said I was coming back the next day to purchase tables (end and coffee). There was another worker there. He heard what went on. I dont blame him for not saying anything as that could have made things worse in front of a customer and he does have to work with this guy! I wont say why I think he was this way to us. Maybe he's this way to all the customers, but i doubt it! He was short talking to us a few months ago when we came in about a mattress so we left without purchasing. I have purchased a lot of items from this store even before I signed up for rewards points. I just wanted the bags to protect my items. I wasn't asking for too much. Tree and Matt both helped us while we were there. The receipt says Matt on it @ 8:03 but it was not Matt. I do understand that I'm only 1 customer and you can afford to lose me.

  Business Response

  Date: 05/02/2023

  Hello,
  
  First, I want to apologize. It is beyond silly to stand your ground on something as simple as a plastic bag. I have spoken with Andrew on how situations like this need to be handled and how important it is to make sure we are having the right tone with customers.  
  
  We do want to say even though you are just one customer we appreciate and value your business. We appreciate your constructive criticism and will continue to work and improve on our customer service. We do Hope that you can forgive us for the bad experience and if you wish to talk to me directly you can reach me via [email protected].

  Customer Answer

  Date: 05/02/2023

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