Campos Furniture — Local services in Sterling

Buyer beware. Expect to be treated poorly if you have the misfortune of being sold a defective unit - a stark contrast to an otherwise positive customer service experience while shopping and the lure of reasonable prices.

THE PROBLEM - MANUFACTURER DEFECT: Both Campos and the Manufacturer/Distributor Elements International out of TX have given us the runaround in an attempt to run out the clock on the warranty. Each pointing to the other as being the party responsible for resolution.

WHAT HAPPENED: Shortly after purchase of a lift up storage bed in April of 2024, its support structure failed causing the mattress to collapse into the storage area towards the foot of the bed. Campos insisted on attempting a repair first and replacing the unit if that didn’t address the defect.

TWO REPAIRS LATER: See attached photos. For the 2nd repair, in November of 2024, Campos sent a handyman who was not provided with spare parts.

Upon failing to straighten the center cross bar of the bed frame with a hammer, he resorted to salvaging disused lumber from a nearby construction zone. He then cut the wood to size and affixed to the cross bar in order to prop up/keep the mattress level.

CAMPOS’ RESPONSE: When I questioned the quality of the repair, Ahmad’s response was: "to my knowledge we send our tech and he was able to resolved the issue, is it still not resolved? he showed me pictures of before and after the job was completed!"

He then directed me to file an End Customer Claim with the Manufacturer/Distributor Elements International - against industry standard practice.

MANUFACTURER’S RESPONSE: We do “not currently have the spare parts" to "resolve the issue" - and "any resolution beyond that will need to go directly through the retailer."

When I notified Elements that my messages to Campos often go unanswered, their response was, "We are working with Ahmad on a potential solution. They will be in touch with you once this has been fully reviewed." Neither party followed up for months.

CAMPOS’ MANAGEMENT: By January of 2025, I was finally able to get ahold of Campos' Manager Mike. He initially apologized for the lapse in communication and promised to contact me the following day for a final resolution - which was to have Ahmad replace the bed.

THE ABOUT-FACE: After another two weeks of being ignored by Campos, I followed up only to be told by a now discourteous Mike "it was not my job to follow up with you" and quizzed "why didn't you call when you didn't hear from us?" Regarding the Manufacturer Warranty, unless Campos files a claim, Elements International is currently “unable to work with…[End Customers]…directly on alternate resolutions” and has “no spare parts.”

TO DATE: We are now almost one year post purchase, Campos is making it almost impossible to get ahold of representatives, and a 3rd breakdown of the unit is underway - likely as a result of the first two shoddy repairs. We expressed that it was unreasonable, given the circumstances, to be offered a 3rd repair by Amhad in February of 2025. He agreed to search for a comparable bed - however we have yet to hear back from Campos and the original promise of a replacement has yet...

We bought 2 accent chairs from Compos Furniture Store in Dulles Twon Center Mall and the middle eastern lady who gave us the receipt told me and my wife that the chairs will arrived to the store in 7 days then she said that she will give us a call that the chairs are aredy for pick up. We waited 3 weeks and she didn't call us then after 3 weeks I went to the store and talked to the same lady and she talked to her brother and her brother approved free delivery beginning of next week. After one week the lady called us and said your chairs arrived to the store and you can pick them up. We told the lady you promised free delivery, but she didn't listen to us and she said I just called you and let you know your chairs arrived other than that I don't care. This furniture store is belong to one family and they are all drama they pretend to be very nice, but in fact they are not. If someone wants to experience headache then go to this...

Update: it is September 9th. Still no update from them. I see owner's response below, but they have still not delivered the furniture. Stay away from this unprofessional organization! They don't refund money and they don't deliver furniture!! Big fraud!!

Initial post: they promised delivery of a sofa, 2 chairs, and a coffee table by May 23rd. Did not provide a delivery window. We had to call several times on May 23rd to get that information. When the delivery guy came, he told us that there is only one chair, and we have to call the shop to arrange for the delivery of 2nd chair. When we called the shop for ETA on 2nd chair, they don't have the ETA. So, we refused to take the delivery, and asked for cancellation, they are saying 25% penalty. Go figure!! In the last few years, I have bought furniture from Ashley, Havertys, VCF, Rooms to Go...never had such a bad experience. Very unprofessional...