ComplaintsforBedroom Furniture Discounts

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Bedroom Furniture Discounts websites states free white glove delivery on orders over 2000. My order place on February 18, 2024 totaled ********. I applied a $300 off Emma Mason coupon code I found on internet before submitting the order. Both the order and the discount code was accepted. I received email confirmation confirming the white glove free delivery. The same day I received a phone call to verify my order and was told it will be processed asap. Now, on February 21, the company called to tell me their carrier will no longer deliver to my area. That I now have to pay the delivery charge and the discount I use did not apply to my purchase. The code used was a technical issue on their end but I now have to pay the $300 as well. If I was not willing to pay the shipping cost and the additional $300 dollars, my order would be cancelled. This is false advertisement. If there is a delivery issues it does not fall on the customer when you advertise free delivery. The coupon code was accepted because it applied to my purchase. So they have to honor it. The technical issue is not my responsibility. I am not willing to support any company that run business this way.

  Business response

  02/22/2024

  We apologize for this kind of experience where you had to cancel your order due to our limitations in fulfilling it. We honor the free white glove delivery service that we advertise on our website for all our customers. However, we are unable to fulfill this promise if we do not have an affiliate white glove delivery company covering a customer's area. In these cases, we ask our customers to provide us a business with a loading dock where we can drop off the order or search for a nearby local white glove delivery company, which we do not have contract with, to fulfill the order if the customer is willing to shoulder the cost. These are only alternatives that we provide to our customers and are in no way compulsory. We are offering these alternatives to avoid canceling an order that our customer would want to have fulfilled even after knowing our limitation. We apologize if our solution may not be the best and the most preferrable for customers, but it is what we currently have.

  We want to thank you for providing us feedback that we can learn from and ultimately be able to come up with a more acceptable solution in this kind of situation. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a complete bedroom set of Intercon furniture from Emma Mason retailer on 4/4/23. Order #*********. The expected delivery time was to be "4 to 6 weeks" from the order date. It has now been 5+ months past the expected delivery date and I have not received any of the furniture. The "white glove" delivery service **** ********, **) says they had rejected several of the pieces due to MOLD damage and have been awaiting replacement pieces to arrive from the manufacturer (Intercon Furniture in **************) before scheduling a delivery date. I've been in contact with the retailer's 'Success Manager' ******, several times but there never seems to be any progress towards scheduling a pickup/delivery of the replacement pieces from the manufacturer.

  Business response

  12/08/2023

  We apologize for the delay in getting your ************ shipped out to the local warehouse. Upon checking, it was picked up from Intercon's warehouse in ** on 11/21 and after checking on the carrier's portal, there still is not a delivery date set to the local delivery company. We've reached out to Styline logistics to inquire on how soon they can deliver your replacement order and we are waiting on their response. We are hoping there will be progress of your shipment next week. Rest assured, ******, your Resolution Manager, is constantly monitoring your order.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchase was made April 27th and I was given a 4-6 week time frame from purchase date until delivery. One 3 separate occasions I called off from work to be home for delivery only for them to cancel the day of delivery each of those 3 times.Order was received 9/22 only to be partially delivered. The delivery guys could not put the furniture together because it was incomplete and missing key items necessary to assemble. According to them, it was supposed to arrived already inspected for all items, which it clearly wasnt and for that reason the pieces I do have are sitting on the floor of my home unassembled.I am now being told that the soonest I can receive missing pieces is December. The company will do nothing to refund me for days taken off of work (cancelled delivery was on their behalf) or for all of the inconveniences that have incurred from this order.

  Business response

  10/30/2023

  We apologize for the delay in getting your bed assembled due to missing parts. Although the hardware and slats can be bought alternatively from local home depots, most customers wait for the ones from the manufacturer. We also want you to get these parts as soon as possible. However, the manufacturer holds their inventory and we do not have any control over it. What we can assure you is that your parts order has been placed so as soon as they are in stock, they will be allocated to your order so they can ship it directly to you.

  Customer response

  11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Delivery on 3 different occasions was cancelled (2 on the day of, 1 the day before) in which I requested time off from work to be home to receive the furniture. On the cancellation of delivery the day before, I was told that upon inspection the footboard was damaged and a new one would need to come in from the manufacturer. Why this was not done on the 2 prior delivery dates, I dont know. During that inspection it should have been noticed that slats and hardware were also missing. 
  

  I am asking for a refund for time taken off work and for all of the inconveniences which I am still dealing with. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  12/13/2023

  We apologize for the delay in getting your issue resolved. While we understand that the missing slat and hardware should have been found during inspection, many white glove delivery companies assume that these parts are along with the rails' box so they no longer check at times. We will surely give feedback to this partner in order to avoid the same issue happen again. We will reach out to them about your bed's assembly as we are seeing that you successfully received the replacement parts on 12/9 as per ***** tracking. We can offer you a great discount on your next order with us to compensate for the delays and inconvenience you experienced. We will keep in touch.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello. I purchased the Caracole Furniture Fontainebleau 38" Center Dining Table C062-419-202 on November 8, 2022 (order #*********) which was subsequently approved by **** who I am assuming is an employee of Emma Mason. I was told the table would be delivered within two months of the purchase date. On February 16th, I was told it was shipped and on its way to the local delivery partner. It finally arrived Wednesday, April 26th, about 5 months after the original purchase date and three months after it was originally anticipated to be delivered, and it was damaged. I rejected the damaged table and was told a replacement order could shipped the next week which was the week of May 3rd. I was also given a $150 discount. On Friday, May 26th, about three weeks after it was expected that I receive the replacement table, I received the table but it was the same broken table I had received prior just repaired. I was assured I would get a replacement which didn't happen. After taking two days off work to resolve the issue, after being fed up, I finally just asked for a refund. I was offered $700 to keep the table as is (with emails and texts to prove this) and declined the offer on Wednesday, May 31st. I was assured on Thursday, June 1st that Emma Mason was working to get a replacement table, despite the fact that I had declined it, and would escalate my request for a refund. I was told on Monday, June 5th that my order was cancelled and that a refund check would be mailed. I provided a mailing address. I have followed up several times since then and have not received a refund. I last contacted the company on Thursday, July 20th after which I was told they would follow up with accounting. I have not heard from them since. It was been 3 months since I was told my refund was being processed. I am hoping Emma Mason will get me the check for my table within a quicker timeframe.

  Business response

  09/13/2023

  We apologize for the delay in getting your refund check sent to you. We've made a follow up to upper management on the status of the check as it was processed on 8/30. We will be reaching out to you for an update.

  Customer response

  09/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a bed from this company in January, and in June it collapsed. I sent photos and everything. The parts that broke were not the parts that were assembled, but were singular parts that were shredded and broke into pieces simply because it was poor quality. The said they would send me a new one and it would take **** business days to get to me. I asked if they were sure that was accurate because it took 6 weeks last time. The rep assured me it would take **** days and would ship out any time now. It didnt ship out for 9 more days. And it STILL isnt here. Its been 21 days. I knew this was gonna happen so I even asked if I could do a refund instead. And they said no because it was already being shipped, which was a lie. They keep lying, and its disgusting. Ive been having to sleep on my couch for 3 weeks, and I have awful back and neck problems. This has made it so bad Ive had to seek medical attention for my back, my neck, and for the migraines the pain has caused. Despite the pain this has caused me, they are refusing to make it right. All theyve been doing is lying and being intentionally misleading and dishonest. *** told them Im contacting my attorney and theyre so greedy theyd rather get sued than make this right. Original Order: #*********

  Business response

  07/24/2023

  Upon checking, your order was delivered on 1/17/2023 with no issues noted on the delivery slip. Also, your order only had the free white glove delivery service where it is an inside delivery with no set up. As per our return policy, your order is not eligible for a refund because it is outside the return/cancelation period. Here is the link - *********************************************************. Also, the 1 year manufacturer warranty only covers free replacement parts yet we were able to push them to send a replacement bed instead, as a one time courtesy. If you decide to refuse the delivery of the replacement bed, it does not make your refund request eligible. 

  Your replacement bed is currently on its way to the local warehouse and is estimated to arrive mid to late this week. The delivery company will reach out to you to schedule your home delivery once they have a trip going to your area. 

  Customer response

  07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   It doesnt matter that my return is out of date because Im not returning it bc I dont want it. I am returning it because it is poor quality as it COLLAPSED! And the parts that broke were NOT the ones that were assembled.

  AND I was told TWICE that a replacement would ship in **** days and that it was ready to go out any time now by customer service. LIES. And before it even was processed I asked for a refund instead and they lied and said it couldnt be done bc it had already been processed for shipping. It took 8 DAYS to actually leave the initial location. And it STILL ISNT HERE. 3 weeks later.
  

  Ive been having to sleep on my couch for almost a month! Its been killing my neck and back, which has been giving me migraines every day.

  These people are so greedy theyd rather get ***d than is*** a refund. Well, thats exactly what theyre going to get. I am going to *** them for fraud, false advertising, and for personal injury if I dont get a full refund. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  Business response

  08/03/2023

  We apologize if you are not satisfied with how your issue is being resolve. Below are our stand as a business with regards to your order's concern.

  1.Your order is out of our cancelation/return period of 15 days after delivery. With this, your order is not eligible for a full refund due to 1. clean proof of delivery 2. the bed was used for 5 months. Therefore, no refund is owed.

  2. The bed was not assembled by our contracted delivery company. Therefore, any issues concerning the stability of the furniture after assembly is not our liability. 

  3.  The manufacturer is replacing the entire bed as a courtesy even if their 1 yr warranty only covers free replacement parts. Your replacement bed is on its way to the local warehouse. We are not asking for any payment on the delivery fee of this replacement bed as we are also sending it to you at no cost.

  4. It is clear in our website that our typical delivery timeframe is 4-6 weeks, not **** days. The only reason you were provided this estimate by the assigned manager is because it was the estimated ship out days  the manufacturer advised when they approved to send a replacement bed. However, given it is only an estimate, it is subject to change without prior notice.

  Rest assured, we are resolving your concern to the best of our ability and as by our company's policies and procedures.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a dining tablet set from ********************* in April, 2022. It took months to get the delivery. When it finally arrived, it was damaged and returned, We waited 3-4 months to get the replacement. It was damaged again and we waited for another 2-3 months to get the replacement. In my communication with them, they offered to compensate for the delays with a free 5-Year Protection Plan and $50 store credit. I requested to have refund of $50 instead and they agreed. However, in later communications, they told me it can only be a $50 store credit to be used for a minimum order amount of $1,500 and will email me the warranty documentation. Anyway, it has been three months since my last communication with them and I never received the warranty file. I also think they should honor what they said for the refund.

  Business response

  07/03/2023

  Upon checking your order's records, we received confirmation from the *** team that your 5-yr *** protection plan paperwork (terms and conditions) were successfully sent to your email ******************* on 3/28. Kindly check your spam/junk folder if you did not find it in your inbox. There was also no offer of a $50 discount/refund to the order. The Resolutions Manager offered *** + a $50 future store credit on 11/29/22, which she reiterated on 2/24/23. See attached screenshots. Hope these answered your concerns.

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I checked my email folders and did not find the email about the warranty. I would like to request the seller to send it again. Thanks.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  07/12/2023

  We requested the *** team to resend the warranty paperwork again to your registered email *******************. They should be able to send it within the week.

  Customer response

  07/12/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been nothing short but a nightmare with this company. We ordered a king ********************** set (bed frame, 2 nightstands, 1 long dresser, one tall and a mirror) from this company on December 5th. On that date, I received an email stating that the order was submitted and that we will be notified if it was going to take longer than the 4-6 week period stated on the website AND they would open every box when it got to the local shipping company to ensure everything is perfect before delivery. That was the first lie. It did come at the 7 week ***** which is the least of my concern with my complaint. We paid an additional $150 for "white glove service" which would include them putting everything together, cleaning everything up, vacuuming the insides of the furntiure, etc. EVERY ITEM came damaged BESIDES the MIRROR of all things and ONE nightstand. None of this was inspected, obviously. They didn't even bring the long dresser out of the truck because it was damaged so badly. In addition they left our ********************** a complete mess. Plastic everywhere, nuts and bolts on the floor, dirt, etc. After fighting for weeks, we did finally get our $150 refunded. Obviously pretty disappointed, I was put in touch with **** from the resolutions team on 1/27/23. After emailing and asking for an updated FINALLY on 3/17 our replacement items finally shipped. Over 2 months later. Then I was put in touch with a gem named ******, who was the most unhelpful person and RUDE I have ever met. back and forth, back and forth until May 17th when I had enough requested a full refund. I was told after it shipped it would be 1-2 weeks and 2 months later I finally had enough. When our items did finally come in they were all damaged!! Which means the whole painful process would of started entirely over again. They did refund our money except for a $138.72 restocking fee (the items were damaged???? so no restocking was even occurring) a Roundtrip Shipping Fee of $199.98 making the Total Cancellation Fee $338.70. If we cancelled because it was something we did, fine. but this falls solely on this company for its lack of communication, unprofessionalism and solely on them for not being able to deliver on their promises. I would like our full $338.70 refunded to us. Shame on you guys!!

  Business response

  06/16/2023

  The customer has been refunded for the undelivered damaged items in full, no fees incurred. However, the customer had to pay cancellation fees for the accepted nightstands and mirror, as per our cancellation policy where partially delivered items will not merit a full refund. The accepted items also did not have any reported issue. Our cancelation policy is readily available in our website for our customers to read and be aware of prior to purchase. The order has been closed and the customer has received their refund. 

  Customer response

  06/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The items we are not getting refunded for is unethical. Us cancelling this transaction falls solely on this business. We are not keeping the items, they are free at any time to pick them up- which they haven't. Yes, 2 items out of the entire 7 items did not come damaged during the initial delivery. I was told by Emma Mason to just reject any items that were damaged. Again, due to many unmet promises, damaged items finally getting to warehouse after waiting an additional 6-8 weeks we were left with no choice. At this rate it would be years before they would be able to deliver our entire bedroom set we ordered. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  06/20/2023

  As per our cancelation policy, a customer can cancel at no charge if we have not met our delivery date and if they have not received any of the items. This is not applicable for items which are partially delivered on the order. Our cancelation policy is publicly available in our website and is found in this link *********************************************************. As a business, we expect each customer to do their due diligence in checking terms and  conditions, such as this, prior to every purchase. This same link is also provided in the order's confirmation email/customer invoice on the day of purchase. We have made our cancelation and return policy public, visible and reiterated to our customers as part of our due diligence as a business in making sure there are no gray areas in our policies. 

  Customer response

  06/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The Business is not taking any responsibility for this disaster of a transaction. Between the delivery nightmare- the delivery crew not only brought in BROKEN furniture- mind you, we paid $250 extra for this service which included clean up- they left our bedroom a mess with plastic, screws, small washers. I have 2 small children and at the time our puppy had just been literally cut all the way down her stomach for an emergency surgery- Do you understand the havoc that could of easily put our family and dog in danger???- only getting 1 nightstand and one mirror which we absolutely have no use for since we don't have anything to put it on. I had to pull teeth and get to the point of asking for supervisor after supervisor to finally get any communication out of them. Took them weeks to order our replacement set and then that set came in completely damaged. This is the absolute worst customer service I have ever encountered and we are still seeking FULL reimbursement. Also, if the business could get someone to pick up the nightstand and mirror that would be great, that's also only been months. :) I hate even looking at them.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order is: ********* from EmmaMason.com.Emma Mason [AKA Bedroom Furniture Discounts] is the most horrendous company I have ever worked with. I ordered an Berhardt ******************** bedroom set in September of '21, with the promise in writing that it would be delivered in November of 21. I even asked about their terrible reviews and they provided me a list of reasons and customer reviews that made me feel a little better. Unfortunately, it was a bait and switch. Two days after ordering, they shifted delivery to May a full six months after they promised theyd deliver.I tried to cancel and they offered me a small discount, Protection Plan, and a promise of 1:1 attention. Throughout the entire process [and I have a full timeline], they continued to gaslight me, push dates back, change sales reps, and more. The emails would come from Emma Mason and Bedroom Furniture Discounts, making me unsure who was even providing the furniture. Their manager ****, even called and PHYSICALLY YELLED at me to the point that I had to end the conversation. Finally, in October of 22, almost a FULL YEAR after ordering the furniture, it showed up. They promised a Warranty certificate and copy of the Protection Plan would be sent to me. It never arrived.Now, May of 2023, approximately 7 mos after receiving the furniture, a k*** on one nightstand broke off. I sent an email to their team for replacement. They are telling me that the MANUFACTURERS WARRANTY starts at the time the order is placed, not when delivered. Essentially that for the almost full year I WAITED for furniture, my warranty is dwindling, despite not having the furniture. I also, as a reminder, never received a copy of said warranty or the policies. I work in manufacturing and never in my life have I heard of a warranty starting BEFORE YOU TAKE POSSESSION OF THE FURNITURE, especially due to their delays. I am now being told by a rep ****** attempt to see if ********* will send the k*** I have everything in writing

  Business response

  06/01/2023

  We apologize on how your experience went with us. We are grateful for the amount of patience and understanding you have given our company. Upon checking, your replacement k*** or drawer pull is estimated to be shipped out to you in 2 weeks and we can send the technician to assist in installing it, unless you prefer to do it on your own. As for your 5-year RAP protection plan paperwork, it is already in process and you should receive it within 30 days.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi I did not receive a response from the company at all. I was waiting to reply to get a response but never did. 
  
  --
  
  ************************* 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  06/16/2023

  Upon checking, your assigned manager has requested for a photo/photos of the incorrect k*** you received. We placed the correct parts order with the manufacturer and they may have shipped the wrong part. Please send us our requested photo so we can reach out to the manufacturer and have them ship the correct k*** Thank you!

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed an order January 28th we received half of the order, which was the couch but not the loveseat. The couch upon further inspection was broken. Once you recline the couch on the right side it makes a terrible noise and the armrest sinks in. A service call was scheduled for April 3rd and they never showed up. We also have not received loveseat, as of April 3rd. Pictures below show what the couch is supposed to look versus how the right side is bent in. Also, there are pictures of being left hanging on when we will ever receive the loveseat. We are tired of being strung along with no results.

  Business response

  04/05/2023

  We apologize for the delay in getting your order delivered completely. We are currently working on resolving the issues on your order. The issue on the couch is scheduled to be inspected and repaired by a furniture technician on 4/10/23. Although it makes sense to replace the couch right away, the manufacturer advised to proceed on sending a furniture technician first. As for the loveseat that was found to have issues while at the delivery company's warehouse, we already ordered a replacement for it and is estimated to ship in mid-May. We are hoping for your continued patience and understanding while we resolve your issues. 

  Customer response

  04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The technician never showed up. We simply cannot wait any longer for the furniture. We also cannot hope that one day the repair is going to show up. This company has proved to be far too unreliable and inconsistent. We have a baby due and we need our furniture. Also, like my husband said it to yall, we had family in town so we had to sit in camping chairs because we have a broken couch and no loveseat. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

  Business response

  04/27/2023

  We apologize  for the delayed response and for all the frustration and inconvenience you went through. We have cancelled your order and refunded you in full. Take care and stay healthy!

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 7th I ordered a bedroom set (6 pieces). I paid ******** at the time. When the order was placed the delivery window was 6-8 weeks. Ive followed up consistently with emails to check the delivery status. The furniture arrived at a facility in my area on Feb 9. Yesterday March 13 I was contacted by ************************* to let me know my furniture would arrive today March 14. I removed all of the current furniture from my bedroom in anticipation of the new furniture only to have no one call or show. When looking at the reviews for ************************* it is clear they have a bad reputation for not delivering. Now I am reassembling my bed in order to sleep. My order number is *********.

  Business response

  03/16/2023

  We apologize if our chosen delivery partner did not abide by the confirmed delivery appointment. There are times delays from previous delivery stops happen and drivers can no longer notify the next stops. Regardless, this is not an excuse for not alerting you. Upon checking, your order has been delivered successfully on 3/15 with no issues marked on the delivery slip, which waives your right to claim. However, we are still going to assist you as much as we can by coordinating with the delivery company about the reported issues and keep you posted on the progress of the resolution.

*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. ↩