Furniture World Superstore — Local services in Lexington

Formal Complaint Regarding Non-Delivery of Paid Merchandise

On june 23rd, 2025, I purchased two sofas, one mattress, and one electric adjustable mattress bed frame from [store name]. The total purchase price was paid in full at the time of sale.

The agreement was that all items would be delivered within one week. The sofas were delivered on time. The mattress was delivered only after I contacted the store to follow up. However, the bed frame has never been delivered.

Over the following weeks: Five weeks passed without any communication from the store regarding the bed frame. I contacted the store, and the next day I was told delivery would occur in the first week of August. Days later, I was informed the bed frame was out of stock, could take an additional four weeks to restock, then additional time to arrive at the warehouse before delivery — with no firm date provided. I was offered an “upgrade” to a more expensive bed frame if I paid the difference. I declined, as the original order was already paid in full. I attempted to follow up again and was told only “Mr. Taylor” could resolve the matter. Multiple calls went unanswered; I left two voicemails. On june 08th, 2025, Mr. Taylor informed me the bed frame might be in stock in September and asked if I wished to wait. I declined and requested to return the mattress, cancel the purchase, and receive a full refund.

My request was refused on the grounds that the mattress has been in my home for more than one day.

Under the Uniform Commercial Code as adopted in Kentucky (KRS Chapter 355), the goods delivered constitute non-conforming goods, as part of the paid-for order was never delivered.

Under the Kentucky Consumer Protection Act (KRS 367.170), failure to deliver a paid-for item constitutes an unfair or deceptive act or practice. Because the delivery is incomplete, the time limit for returns or refunds has not begun; legally, the order has never been fulfilled.

In addition to the protections of the UCC, the Kentucky Consumer Protection Act (KRS 367.110–367.300) provides remedies for consumers in such situations.

Requested Resolution: • Immediate pickup of the delivered mattress, • Cancellation of the purchase, and • Full refund of the total amount paid for matress + frame.

If the matter is not resolved within two (2) business days, I will file a formal complaint with the Kentucky Attorney General’s Office and pursue recovery through Kentucky Small...

DO NOT RECOMMEND. Unless the item you are wanting is in stock and you can take it with you the day you buy it, don't do it. I understand delays, especially these days, but the lack of communication was astoundingly ridiculous. We had gone to several places and finally settled on a full bed at this location on 1/16/2025. We paid for the bed and a night stand that was supposedly in stock but we elected to pick that up when the bed was ready. We were told it would take 6 weeks. A full week later we then received a phone call on 1/22/2025 stating that the bed we chose does not come in a full size. They offered to send photos through text message of similar beds, we agreed. I did not receive the pictures until the next day after calling them back again and having to request them again. We went into the store that week to view the options in person and (reluctantly) ordered a different bed. We were told this one would take 8 weeks. We also went ahead and ordered a box spring to be picked up with the bed and night stand when the bed came in. After we left the store it was crickets, never heard anything else. We called on 3/27/2025, where I was placed on hold, transferred 3 times, and then asked if I could be called back. Once called back I was told it would be on the track the next week. I asked if there was a specific day the truck would be there (since we do not live in Lexington), I was told they don't know what days the trucks will come in but that I would receive a call. That week passed and on Saturday, 4/5/2025 my husband called. At that point we were told it could be another 2-3 weeks. At this point we were frustrated, mostly over the lack of communication. We decided we would rather cancel the entire order and take our money elsewhere. In order to do that we had to go into the store for a third time. We live almost an hour away which just added more inconvenience on top of the entire frustrating experience. DO...

DO NOT RECOMMEND Furniture World in Lex. This company has the worst customer service I've ever experienced. August 2021 (that's right, over a year ago) we ordered Amish built Furniture (Daniel's Amish Collection)from Furniture World in Lex. We were told that it would take 10 MONTHS to get it, but that it would be heirloom-quality. We hoped so since it is extremely expensive. Eleven months later we received notice that our Furniture would be delivered. As they were unloading it, I was horrified to see hideous antique handles on all the drawers when I had requested contemporary knobs. Clearly a HUGE mistake since there were two holes in each drawer front instead of one. Apparently the sales person neglected to indicate our pull choice and so the Amish had just put whatever they felt like on them. Two of the pieces were also severely damaged (the quality is also not as purported, but that's too much to go into here). The service department told us they would have to order new fronts. You would think this would be a priority job since we'd already been waiting the better part of a year for our stuff, but no, it was another 4 MONTHS before they would return to fix the issue. They finally scheduled the repair on Oct. 25th. We had to remove all of our stuff from the drawers and put them in the garage so they could be worked on. Except somehow they didn't know how many drawers our furniture has (mind-boggling, I know) because they only brought enough fronts for 2 and a half of our five pieces. They were short FOURTEEN drawers! It is now December 1st and we still have not had a update on when the rest will be fixed. I am blacklisting Furniture World. It should not take 16 months and multiple issues to...