ComplaintsforBecker Furniture

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 02/21/2024, I purchased a bed frame online from Becker Furniture. The bed frame was delivered to my home on 03/23/24. The delivery crew informed me that the incorrect bedrail for one side of the bed frame was ordered and that they could not complete set up. I called the company and spoke to *****, who did not offer any assistance, but ensured me that they would take care of issue. On 03/25/25, I spoke with **** and confirmed that Becker Furniture had ordered the incorrect bed rail and would have to submit a correct order, taking 4-6 weeks to fill because the rail was not in stock. On 05/01/24, I reached out to Becker Furniture for an update since I had not received any information on setting up a delivery date. I was informed that I did not have any active orders in their system and the correct bed rail was never ordered. I requested a supervisor or manager contact me, but did not receive any contact on 05/02/24. I still have no information about what they are doing to correct the issue or when I will have a useable bed frame.

  

  Business response

  05/13/2024

  Thank you for the opportunity to review the complaint for *****************************. After review and information provided by the Becker store location, our company approved a full return and refund of the merchandise due to the delays and mishandling of the error. We have spoken to the customer and notified them of this resolution.

  As of 5/13/2024 the order has been returned and a refund is being issued by EOD. 

   

  Thank you

  *******************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 12, we purchased a table and two chairs for our cabin. We used a $300 gift certificate from issues we had with Becker for a very expensive Amish table that had to be replaced four times. At that time, we were told the chairs would be here in 10 weeks (February 20). No chairs, no call to us. We called again and were promised them by the beginning of March. No chairs, no call. Again, we were promised them by the end of March or the beginning of April. No chairs, no call. Now, they are quoting June 16--which I find difficult to believe. I have been trying to contact Becker for three days--via phone, online chat, and text, but I am being ignored. I want to know why I can't just have two of the chairs from the showroom floor. It seems like a more reasonable solution than making a customer wait for over six months. We have not gotten an apology or been contacted back in any of our attempts. Six years ago, we furnished much of our home with furniture from Becker--and a year before, we also spent a lot of money. However, I don't know if I can continue to support a store that doesn't put the customer first.

  

  Business response

  05/16/2024

  Thank you for the opportunity to review and respond to the complaint for ***********************. 

  Per the Sales Representative: 

  
  I reached out to *********************** and spoke with her about the delays on her chairs. I apologized to her and took full responsibility for the lack of communication. I told her the *** was for next week and she asked about the floor models. I suggested waiting to see if they arrive so she could get new ones. I also said we could pursue the option of floor models at that time. I promised to follow up and gave her my cell so she could contact me directly.
  

  Monday, April 29th ********************* chairs arrived and scheduled for delivery. 
  

  Tuesday, May 7th, the chairs were delivered to the home. 

  
  We consider this complaint now resolved.

   

  Thank you,

  *******

  Customer response

  05/16/2024

   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.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - April 1, 2023 Purchased leather recliner from Becker Furniture. Neighbor was present and witnessed entire converations and interactions.- Sales Associate stated the chair was genuine leather and said they verified the chair was leather online. We were adamant on cow leather and not bonded, vinyl, or pu material.- Summer 2023, staples on inside of seat perforated seating surface, and stitching separating.- Fall 2023 Reported to Becker Furniture **************** as Extended Warranty had been purchased as well.- Fall 2023 damage deemed factory defect and repair scheduled.- Fall 2023 replacement seating surface received and inspected, material replaces entire seating surface, back seating surface and recliner leg support. No leather found.- Issue reported to Becker furniture, back and forth with management. Want to offer VIP pricing on new purchase. Say they cannot refund chair due to age. - I let them know Id be fine w/ credit as I expect nothing for free and they can prorate refund or credit for amount of time chair was used. After run around and poor response from management Id like a prorated refund.- Feb 2024 Store Manager says VIP pricing only method to resolve.- Feb 2024 I request to move case to corporate.- Feb 2024 No response from corporate.

  

  Business response

  03/12/2024

  Hello, 

  Our service manager spoke with ************* last week and came to an agreeable resolution for both parties resulting in a prorated refund to **************. 

  Upon concluding the conversation, the customer advised he would respond positively to the BBB.

   

  Thank you,

  *******************************

  Customer response

  03/20/2024

   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.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/30/23 we purchased a leather sectional from Becker Furniture - order # ********* for $1853.13. Over 24 hours later we received a telephone call from sales person ************************** that Becker incorrectly entered our item and that we now owed an additional $1519.62 We have signed documentation of our purchase and were confused. On 1/6/24 I reached out to Becker **************** and spoke to ******************* *************) he agreed that Becker should have realized at the time of the sale that the numbers were off. They still took our money and agreed to the sale. *** told me that they have the right to "refuse any sale". I feel once they took our money and an entire day had passed the sale was complete. We want the sectional that we purchased delivered for the price that was agreed upon at the store.

  

  Business response

  01/23/2024

  Subject:Response to Complaint #******** - *******************************
  Dear Better Business Bureau,
  We appreciate the opportunity to thoroughly review and address the concerns outlined in the complaint #******** filed by ********************************Upon careful consideration of the situation, the store manager speculates that the price tag may have been erroneously or maliciously switched with a lower-priced item, and unfortunately, this discrepancy was not validated by the Sales Representative on the sales floor.
  Upon discovering the issue while reviewing the previous day's sales, immediate action was taken. We promptly reached out to ********************,notifying her of the error, and offered to cancel and refund the entire deposit, which was successfully completed on the same day. Additionally, this incident was reported to our Corporate Leadership to proactively address and prevent future occurrences.
  While we genuinely wish to extend a good-faith adjustment, we regret that we are unable to honor the price of the other item. The items in question significantly differ in construction materials, fabric grades, and manufacturer.
  As we consider the possibility of a goodwill discount, we would appreciate more information from the complaint to evaluate its feasibility.However, any goodwill discount would be limited to our lowest margin price for that item and may not align with the incorrect tag price, as initially requested by the customer.

  Customer response

  01/23/2024

   I am rejecting this response because:
  We had no way of knowing that the price was "changed" as it was their sales person ************************** who took us to the sectional! We feel that it was Becker's responsibility to be aware of what they were ringing up at check out. The cashier seemed quite aware of the sectional and said on more that one occasion "what a great deal it was" when we asked why, he responded that "it was the last one and that they needed to move it". We sighed several pages to finalized the ***** They accepted payment! We feel that this is a binding contract with Becker.

  Thank you

  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/30/2023 I ordered 3 chairs and a couch from Becker Furniture in ******. The chairs were delivered as promised. I was told the couch (since it was a special order) would take **** weeks for delivery. Unfortunately, I received an email on November 16th informing me that the couch would not be available until the end of January. I responded to the email and told them that given the new target date for delivery, I wanted to cancel the order for the couch. I asked that they respond and let me know they had received my email canceling the order for the couch. I got no response. I sent a second email on 11/21; a third email on 11/22; and a fourth email on 11/25. To date I have received no responses to any of my emails.

  

  Business response

  01/18/2024

  Dear BBB,

  We appreciate the opportunity to address and respond to the concerns raised by customer *******************. We acknowledge the validity of ****************** complaint regarding delays in ETA arrival, and we sincerely regret the lapse in communication during the delay. While we cannot guarantee specific lead times and rely on the best estimates provided by the vendor, we recognize that our communication fell short, especially during a period of leadership changes in the store.
  In light of this, we have taken corrective action by agreeing to cancel the open order and issuing a full refund of 100% of ****************** money. We completed the cancellation process on 1/17/24 and have left a message on the phone number associated with the order, providing the necessary information.

  Once again, we appreciate your understanding and thank you once again for the opportunity to address and resolve this matter

  Regards,

  *******************************
  Director | Business Operations
  *****************************************

  Customer response

  01/23/2024

   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.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attached a copy of the letter I sent to Becker Furniture seeking solution which did not happen. What I would like now is that Becker take their items back and take the amount off my bill with them. I'm 68 years of age and I don't have the energy to do all that they require, I've went to another store and brought what I needed. To: ********************************************* ******************* From: ******************************** Re; ************ ********************************************************************** Date: March 27, 2023 Im writing because Im really disc pointed and frustrated as you know ***** has made several phone calls to the store and I ve made two personal visits to the store to discuss the **************************** spring we purchased, weve sent a pictures and I think weve done everything that youve asked. At this point theres nothing else that I can or that Im willing to do. Ive never sold furniture or mattresses before ,but Ive brought quite a few and neve have I done more than lay on the mattress for comfort and height Ive never had the need to look at the box spring or the size etc. Im rambling on out of frustration so let me just say this I would like this issue resolved in the next couple of days. If nothing lets make arrangements for you to just pick everything up before our first payment comes due in a few weeks.

  

  Business response

  06/13/2023

  Hello *******,

  Happy Monday!

  I worked with our internal teams and have provided a resolution to the customer. We approved a return of the merchandise that was the subject of the complaint. This was picked up from the home of the customer on 6/10/23. I have our Service Manager making a final phone call to the customer to confirm satisfaction.

  As of this time, we consider this complaint resolved.

   

  Thank you for your time,

   

  *******************************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/05/2021 I purchased A kitchen table from becker furniture in ******** period. With this I also purchased a four year furniture care plan for ninety nine dollars. On 11/18/21 I filed a claim to get scratches fixed on my table. I called twice and never heard anything back. 04/12/2023 I tried calling again because I still have not heard back and would like my 4 year furniture care plan to be honored. My table has scratches in it after a few years and I'm disappointed because this table was extremely expensive and it shouldn't scratch that easily.

  

  Business response

  05/11/2023

  Hi *******,

   

  We have been trying to reach the customer.
  

  We attempted May 3 & May 5 with no response. We are unable to discuss their concerns or offer a resolution without speaking with them.
  

  Our service team does not have any records of any previous claims as well.
  

   

  *******************************
  

  Becker

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 3 piece sectional and sofa love seat along with a EXTRA CARE PROTECTION PLAN that they aren't truthful when explaining it making the 3rd party company they go through the " bad guys" when it's really BECKER FURNITURE acting like common criminals selling these misleading care plans and not honoring 1 word on the entire plan. I bought this in May 2020. The frame on the couch completely busted and the *** ports do not work. In September 21, I went in to Becker furniture in ******, the manager gave me a number to the wrong company. One month later a man informed me that I was calling the wrong company and referred me back to Becker. I than Called the ****** Becker store And told them that for the last month I've been dealing with the wrong company for the care plan i purchased. The employee apologized gave me the number to the right company then told me to lie and make sure that I tell them that the damage happened within the last 5 days because if I don't the warranty would be denied , you have to report within 5 days. I called montage and started a claim. Two months later they sent out 1 tech ( *****) who scratched my wood floors causing thousands of dollars in damage. I reached out to both companies Becker and Montage and they told me I need to deal with ( freelance furniture) directly. Becker furniture claims department should be looked into. *** the claims manager claims he speaks with *********************** ***** furniture owner and claimed that he did directly speak with her regarding my situation and she still declined helping me in reselecting the furniture on behalf of Becker and them telling me not to worry due to everything that's happened thus far. **** manager at Becker corporate store has been extremely helpful and kind. He tried getting me a replacement couch via donation and that didn't work out due to Large stains all over the furniture. He at least tried. This needs to be resolved and handled as soon as possible.

  

  Business response

  02/28/2023

  *******,

  Thank you for the opportunity to review this complaint. I reviewed this complaint today with my team.

  In short, as of 2/21/2023 I am informed that a resolution was presented to ***************** which was accepted.

  We offered her a cash refund (to her ***** in the amount of $1700 which includes a small usage fee from the original purchase price of the item.

  This amount was refunded back to a **** card we have on file on 2/17/2023. We consider this complaint resolved.

   

  Thank you for your time

  
  *******

   

  ******************************* | Director - RevOps

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a couch and love seat from Becker Furniture on Sunday November 13,2022. After receiving the furniture on Thursday November 17,2022 and installing it in our living room we noticed a hole on the lower section of the couch, the next day we called and notified them of the damage, they returned our call and several days later they said that they would replace the couch, both parties agreed to have them replace it on Saturday November 26,2022 at a time between 1pm and 4pm at approximately 1:05 pm we received a call saying that there truck had broke down and we would not be swapping out the damaged sofa today, we explained that we had returned early from a family function to get this completed, there response was we had to reschedule. The Becker associate also stated that all there trucks we in for the day at 2:15pm. If our time was for between 1pm and 4pm they should have reloaded the sofa in another truck and made the delivery. We now have to try and reschedule a new delivery time. We are very disappointed in there service and would like to return the furniture due to there bad customer service. After reading there reviews as a company we would have made a better choice as to where we bought furniture. Something needs to be done with how they treat customers.

  

  Business response

  01/03/2023

  This email is in response to complaint ID ******** for Mr. ************************ (our internal order ID is **********

  We have been in active conversations with ***** and his wife, *****.

  After reviewing the complaint, we feel that we followed internal processes to the full extent to expedite the exchange delivery. Unfortunately, mechanical breakdowns can occur; and when that happens, we attempt to reschedule delivery for the soonest next delivery day. Our drivers cannot be on the road for over 10 hours due to DOT regulations, therefore sending another team back out on the road to reload and complete the delivery was not an option nor was it protocol.

  Our protocol is to ensure the safety of our driving team and equipment and reschedule customers to another day/time. We completed the exchange delivery on 11/29, 3 days after the original exchange was scheduled.  We offered **************** a $100 credit for the inconvenience (issued on 12/15/22). In addition, today, we offered another $100 in store credit to be used at any of our locations; but that offer was rejected. We understand the inconvenience caused in this unique situation. We are sympathetic to Mr. ***** ******************* situation in that they left a family function to meet the driving team; but on occasion there are events that occur that are outside of our control. The merchandise order for **************** falls outside of our normal return policy, therefore we cannot authorize a return and refund due to what **************** feels is a poor customer experience. We also feel very strongly that we proceeded in the best interest of all parties involved in addition to giving and offering compensation.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a electric remote recliner from Becker Furniture made by Southern Motion it was delivered to my house on 12/19. in March of 2020 the power adapter cord quit working. it took about four months by the time I reported the problem and received the part. It stopped working again by the summer /fall time of 2020 and I had to wait for the same part to come in and to be installed on the chair (power cord)I waited for the part for a long time. The chair worked up until 2021 December. I had to call and file a claim on the remote not working and waited another 3 months for the part to come and have a service tech install this. Now the power adapter has quit working again 5 days after the remote was fixed. I had to file another claim and I am now waiting again. I have had this chair in my house for 2 and half years, it has only worked for half the time I have owned it. I also purchased the protection plan for 5 years. Now Becker tells me they have been paying for the part and shipping, I don't understand that when I have the protection plan, this was not a cheap chair it was over ******* and the protection plan was about ******. The customer service has not been good. I feel they could do much better. This chair is a lemon and they know it. I feel that it should be replaced and I am not asking for the same chair or and electric recliner. Just a plan recliner.I have a file folder with the information regarding this Chair.Thank you. *************************. p.s. I would never buy from them again and I have passed the word around.

  

  Business response

  06/01/2022

  This email is in regards to Complaint ******** for *************************.

  ***************** has been working with our ****************** since January regarding a Southern Motion brand reclining chair. The issue occurred just outside of warranty. Both the vendor, Southern Motion, and Becker made exceptions to cover parts and labor at no charge since it was only 1 month out of warranty. In March, the new parts failed. We worked with Southern Motion again and they agreed since the replacement was new, they would sent another. The chair again stopped working in April. As of this email on 5/31 I am informed that ***************** had a technician scheduled to go to her home on 5/25 to install another part that would resolve her issues.

  I have not been informed if this installation was successful and resolved the issue. At this time, we are prepared to provide an alternate solution if this last repair attempt is unsuccessful.

  Customer response

  06/01/2022

   I am rejecting this response because: I am not sure why they are saying it is out of warranty. I purchased the extra 5 year  protection plan. Also I have talked with a person at Southern Motion and she recommended that the motor be replaced, this may be the cause of the parts to keep breaking. the Tech was here on 5/25 and I told him about it and have not heard anything. The Tech that was here on 4/1 suggested that it may be the motor as well. So I am not sure what is going to happen. During this time they switche furniture repair company and it is someone new. I have had to deal with Montage Furniture the old one that they worked with and they are awful awful awful, maybe this is why thy changed furniture companys, they have very bad reviews. Anyways I still dont trust this chair that it will continue to work. I hope it does contubue to work because this is very tiring.

  
  

*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. ↩