ComplaintsforFurniture USA Distribution

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered two leather chairs July 18 2022. Delivery was promised in 27 weeks. After several delays for material shortages we got a promise for May 2023. That did not happen and they sent an E-mail explaining they found a small scratch and would repair it using their "expert repairman". Several E-mails have been exchanged and still no promise on delivery. We have not heard from them since late August with still no promise for the repair or delivery. We have tried to contact them by phone many times with no luck. We have left messages and they have not returned our calls. We want delivery or a refund.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased several items from MGBW that are with Furniture USA waiting for delivery. Mitchell Gold Bob Williams announced they are closing. I am being told that Furniture US A will not schedule any deliveries of merchandise from MGBW until they have settled with them. I do not want to be in the middle of a dispute with what I consider to be a disreputable company based upon another recent experience with them. I just want my furniture. Order #**********

  Customer response

  09/10/2023

  I have not heard from the business in response to my complaint.

  It is unclear if they believe the dispute is with MGBW but Furniture USA is in possession of and holding my furniture.

  I believe my initial complaint was against MGBW 

  Does that need to be filed

   

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A console I ordered was delivered by Furniture USA on May 25, 2023. The doors are uneven and one door is upside down. I have made 2-3 phone calls and sent emails to the company requesting a furniture "technician". Other than one email with a question from a Madelleine S****** on Friday, 6/16/23 which I responded to on 6/17/23, I have not been contacted by Furniture USA. I have pictures of the console, from the day of delivery, taken by their delivery people. Additionally, I have all emails that I sent. As I have said to the co. via email, I love the piece and just want it fixed. I signed and have a copy of a signed receipt from the delivery person's phone. I signed because I was told by the delivery men the company would send a repair technician which is why they took the pictures in the first place. I have a copy of the signed receipt.

  Customer response

  07/04/2023

  I have not heard from the business in response to my complaint.  I requested a service technician for service.  I never asked for anything to be returned or for free service.

  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Furniture USA delivered my furniture Thursday, December 8, 2022. When the deliverymen removed the blanket from the 12 drawer dresser there was a knick on the furniture. The driver took photos as did my son. The driver indicated 'the company' would call to send someone to repair. I immediately called and emailed ****** **** ********** providing details and emailed photographs. Matt ********* (Good's) emailed Jaais ******** (Furniture USA) explaining the situation. Jaais replied Wednesday 12/14/2022 (attachment) indicating I signed a waiver. Please look at the invoice and waiver -- I didn't sign. Furniture USA has committed FRAUD by signing my name to a form waiving liability. I am disappointed that a company would result to FRAUD to avoid liability.

  Customer response

  12/30/2022

  I have not heard from the business in response to my complaint.

  
  The email I attached to Jaais exposing the fraudulent signature is the last correspondence with Furniture USA. No response tbe the voicemail or email. 

  Business response

  01/03/2023

  It is my understanding that Ms. ***** is filing a complaint to both BBB and ******* ******** that she did not sign the waiver of liability. Myself and my co-worker Shawn **** spoke to Ms. ***** on the day of the delivery regarding the size of the furniture compared to the opening in the stairwell that our drivers would have to go through to get the furniture to the area she was requesting. We did not feel at the time that we could safely deliver this into the location of her home and stated we would not be able to deliver at this time. In addition, prior to delivery, at the time of confirming delivery appointment we follow up with questions regarding if there will be stairs involved and she did not state there were stairs in her confirmation of delivery appointment. At time of delivery, she was assistant that we deliver to the top floor in her home. We explained and advised to Ms. ***** that there would be additional charges for the stairs and that she would have to sign a “Waiver” releasing FUSA and our drivers of any liability to damage to the home or the furniture being delivered. We had even in this process, waived the additional fee for the stairwell that was not confirmed during the setting of the delivery. Not only did FUSA explain this verbally to Ms. ***** and her agree and stated she would sign what she needed to, she also agreed to paying the additional fee for stairs that we waived. I have attached the photos that we had taken during the time of delivery (to include the measurements of the stairwell compared to the furniture), Ms. ***** was assistant that we even take off the pad that wrapped the furniture to fit going through the stairwell, that ultimately caused damage.

   

  All pictures below are from delivery, as well as POD from a delivery completed in Feb. 2022, that clearly shows that her signatures are not the same and has changed.

  Customer response

  01/03/2023

   I am rejecting this response because:  The furniture wasn't damaged by my stairwell.  Furniture USA's drivers complained about the weight of the furniture despite the weight of each piece being indicated on the Purchase Order. 

  
  

  I received a text 11/29/22 (see attachment); I clicked the link and received a confirmation (see attachment) regarding my community and home.  

  
  

  The furniture did not go up MORE than 2 flights of stairs; there are 2 flights of stairs in my home.  

  
  

  Where is the P. O. from 02/2022?    

  
  

  Yes it was discussed but I did not sign the Waiver.  Furniture USA forged my signature, admit it.  I did not use 2 ink (blue ink and purple/pink ink) pens.  The gall to say my signature has changed... you committed FRAUD plain and simple.

  
  

  As it was explained to the drivers the width of the dresser is wider than the stairway as is MOST furniture; furniture isn't taken up a flight of stairs upright it is turned on it's side.  

  
  

  The drivers (my neighbor called someone to TRANSLATE) their concern was being charged for damage, they indicated it happened previously and their paycheck was deducted for the cost of the damage to the customer's home.

  
  

  Again, I did NOT sign the Waiver.

  
  

   

  
  
  

*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. ↩