"I bought a sectional, it was damaged when I received it, large grease stain in front and tear, the delevery guy put it on the invoice so I thought no problem they will make it right, man was I wrong, I received the furniture in April and they are still thinking about it, this is the last response I received, I have several from them, they were on vacation, they were moving to new office, their computers were down, PLEASE DONT ORDER FROM THIS COMPANY YOU WIL BE SORRY
From: "Arthur Sinel"
To: ****@****
Sent: Friday, June 1, 2012 10:00:40 AM
Subject: Re: Order 30118 // Claims

I am working on this claim. I am having difficulty convincing the respectful parties to have this switched without any additional fees to you or us.

"

"I would never do business with XO Furniture ever again in my life .

This is a very bad experience that I have with my online order .
In October 2011 , I have order a set of dinning table for Thanks Giving Party in November , I had 6 weeks and XO confirm delivery within 4 weeks .

It seems OK for me .

Time went by and five weeks , I have heard anything from them.
I call then they said 3 more weeks the truck will come .
We had to have our Thanks Giving dinner on the folding picnic table I later got from Costco.
Well , I keep calling and 4 weeks later I had them delivered but damaged .
Table top was broken , chair was crakced .
I call them I I couldn't get a hold of them in two weeks. I left many messages and even email the store owner but no response .

Few weeks later , I called and get a hold of Steve who a a sale person and he refered me to Josh who is working in the warehouse . I email them both to claim the broken table top and a broken chair.

on Jan 27th 2012 , I received the confirmation that my table top is ready to ship and I received it 2 or 3 weeks later.

I broken chair is still in my garage and I keep calling them to get replacement.

April 6 2012 , Arthur sent me a email confirm he will be order my replacement part for my chair , I hope he did or my claim still somewhere on the desk.

Today is Jun 15 2012 , My broken is still in my garage , and I haven't heard anything from XO Furniture .

They might have to take down a tree somewhere on earth to get my chair made.

This is way too much for me and today I email them ask for status of my chair or refund the money . Let see how long it will take for them to response.

I will keep this post until my order is complete .

From October 2011 till .....


Philip."

"It has been two months, still no hope for my refund, will file a case to the Pennsylvania Attorney General's office

updated on July 9:
at the begining of June, they sent me a check for the partial refund, I deposit it right way, a week later my bank informed me it is insufficient fund for this check; I called this company, they sid they would send another check, I have been waiting for another three weeks.I will be sending my case to PA Attorney General's office this week, or FBI later on."

"Before ordering my Ashley living room set from FurnitureXO.com, I did some research online as I was a little uncomfortable with placing such a large cash order over the internet (They do an extra 2% off for paying by money order or check). After reading the reviews, I decided to take my chances with them and now regret that I opted to do so. I purchased the sofa and love seat for approximately $2000. Online it was listed as shipping within 1-4 weeks. When I called the customer service number I was told 4 weeks is the longest estimate and many orders often shipped more quickly. It is now been 5 weeks and there is still no word on my order. Each time, I check with their customer service chat line, I am told that it has not been released from the manufacturer. I would have no frustration with the 4 week timeframe. However, we have exceeded that mark and though Arthur with their chat line is friendly, I cannot get any good answers. All I keep getting told is maybe next week, maybe next week. This company has now had my $2000 for over 5 weeks and cannot give me a firm delivery date. I am not sure who should be held accountable...Furniture XO or Ashley but I do feel Furniture XO has a responsibility to give their customers on HONEST estimate of shipping times on the front end. Their prices are great but at this point, I would have preferred to pay more locally just to have my order in a timely manner. I am quite certain they would have found my waiting 5 weeks to pay completely unacceptable. Well, I feel the same way about the delivery of my order. Particularly, when they will not commit to a date when my furniture will actually be delivered. I am extremely concerned that the furniture will not even be here prior to the event in July for which I purchased it. Their lack of dedication to hitting their service commitments and lack of concern about disappointing their customers is alarming and I would not recommend them to anyone who is considering placing a furniture order online. "

"I purchased a south coast bedroom set from them 3 weeks ago. Everything was delivered as promised and in perfect condition. Arthur in sales assisted me with my order and even added a special large purchase discount ; ).

On the contrary to the reviews below, my experience went well. I did not take any chances however, and paid by credit card just to have that piece of mind, which is worth more to me than an additional 2% off.

Based on my experience, I strongly recommend furniturexo."

"I am in the midst of a huge issue with this Company that will most likely end up in litigation if the manufacturer doesn't intervene. I will admit I fell for the pay in full early for the extra discount, but if I had known then what I do now...
In early November 2011, I placed an order for high end dining room furniture (over $3000 worth). After originally estimating a pre Xmas delivery, the table and cabinet actually shipped in late February. The cabinet arrived in good condition, but the table had a defect in the leaf..it wouldnt close properly. Mind you, this was not Furniture XO's issue, but their claims handling is where it all started to go downhill. I had to go back and forth with them over the next month attempting to get them to "believe" that there was an actual defect. I took pictures, I called, I badgered, I included excerpts in the pictures showing, I was even going to try and do a damn video! Finally, they confirmed that the manufacturer was going to exchange the table, but only after I "donated" the defective table and provided proof of the donation. Once they received this, they said they took our new table out and inspected it, put it together, and then repackaged it. Sounded great! So we received it in on a pallet all boxed and shrinkwrapped, with the delivery person placing the load in the garage. My wife signed for it, as I couldnt wait at home during the 6 hour delivery window (I have to work).
That night we opened the box to find that the top of the table has all packaging markings worked into the grain of the table. It looks like bad water spots that simply won't come out. We immediately took pictures and emailed Furniture XO. The next day, at the end of business that day, the claims person emailed me basically telling me all they had already done for us, and that there was nothing more they could do as we had signed for the shipment (and the small print) on the paper states that we received it in good condition. The claims person went so far in the email as to say that he was "surprised" that we wouldn't have inspected the shipment at the time of delivery given all that had occurred. So, you tell us before you ship it that the everything looks good, and then you package it the same way as it was received, and it comes to us on a pallet weighing some 150 lbs with no noticeable box damage, delivered by a service where the guy is looking to get out of there quick...and we should have all been home waiting for six hours to open up this and inspect it? That is why Furniture XO is now claiming they can't help us further. The sad part is that their repackaging of this is probably what caused the damage to the table top. Absent a lawsuit, I will be contacting the manufacturer to see what can be done, and I am sure they will be equally horrified by the representation of their product in this fashion. I know I would if I had such a high value item repped via a ...sorry, can't help you. Take my advice and steer clear if you are buying high end. They just don't care about you beyond getting your check before they ship.
"

"This may be the worst online experience I have ever had. Ordered a bedroom set on 3/19/12 and paid via Google Checkout. Called two weeks later for an update and was told "oh, we no longer participate with Google checkout, didn't anyone tell you?" NO, no one ever tells you anything from this company. I reordered using a different payment method and heard nothing from them until after I complained that they never return emails or voicemails and their phone system is out of order. May 1, I sent them a cancellation notice which is valid under their stated cancellation policy (more than 6 weeks since order) What a surprise? The next day, wonder upon wonder, my order is in! In the meantime, I ordered the same set from another vendor and it will be delivered in about a week. Furniture XO says I owe them a 25% restocking and delivery fee. Not a chance! I gave them written notice under their own stated policy and plan to file a complaint with the Pennsylvania Attorney General's office. Do not under any circumstances deal with this company. I'm just lucky that I used a credit card instead of a check. My credit card company backs me up fully. If I had paid by check, I'm sure that getting a refund would be almost impossible."

"Want to say thank you, furniturexo. Bought furniture for the whole new house, living, bedroom, dining rooms furniture.
All from Ashley furniture, all great.
Got very good deal, buying in 'bulk' and paying by check. Sure that I got the lowest price on internet.
I am glad that I didn't read reviews before I placed an order, as I would missed great deal and great service.
Got everything in weeks, delivered inside the house and fully assembled.
I called to say thanks afterwards and was offered additional discount for the future purchase.
Sounds very good, have to pass the word to the family and friends."

"August 12, 2014:

I had totally forgotten about this until yesterday when I received a notice in the mail from the Pennsylvania Attorney General's office asking to fill out a form since the owner of Furniture XO, Matthew Kolodesh, has a lawsuit against him. That ownder, Matthew Kolodesh also is IN PRISON now, because of hospice/healthcare fraud, for the next 14 years. VINDICATION TWO YEARS LATER!

On the plus side, I DID actually receive all pieces of furniture that I ordered, unlike many of their poor, unlucky consumers. I ordered a bed, trundle, nightstand, dresser and mirror... the mirror had some minor damage on the front of it, but I never bothered contacting them about it. I didn't want the headache. I think I received the furniture around mid-late April 2012. I don't remember exactly. Erased it from my memory. This owner got what was coming to him!

April 6, 2012:

Terrible service. I have had them on the phone ONCE out of the over 30 times I've tried calling. My husband spoke to them on the phone I think twice. Not sure how many times he called. I left probably 5 voicemails to which I received no callback. I've gotten better responses through email, but only after I threatened with filing a Better Business Bureau Complaint and a complaint with the Attorney General Consumer Protection in Pennsylvania.

So what happened you ask? Well.....

I placed my order online 2/17/12. It went into "Processing" status on 2/23/12. I'm assuming the 1-4 week time frame they give me to have my furniture delivered to my home is legitimate. I still do not have my furniture as of today, 4/6/12. It's supposedly in transit and due to be in their distribution facility today. However, when given a Bill of Lading number and a contact phone number to the carrier (meaning the truck company my furniture is on), the trucking company turned up nothing with that BOL number.

We'll see what happens from here. I'll be calling them today to see if my furniture has arrived at their distribution facility or not. "

"" Update of My order "
IT'S ALWAYS TOO GOOD TO BE TRUE!

over 6 weeks ago I ordered one living room set+ one dining room set from Ashley brands!
they emailed me with a confirmation of my request! My husband and I after just a Little bit research about company which is registered with BBB, thawte, upfront merchant we were convinced that is a reliable company and paid them CHECK. ( bcoz of 10% extra discount) after a couple days i decided to add a TV stand and I called them, and added a TV stand to my order but no body ever told me that they don't have my items at all!

after 2 weeks i found out that my friend has made the same mistake and on October 2011 purchased a living room set and they have not received their furniture or refund yet!

I got worried and started calling them from week two of my order and since then, they have been playing with us and joking around every time we call!

No real answer and no body takes any responsibility to follow up and the just push the date back every time we call!

Their customer service guy who introduced him self as Arthur is very rude and almost hanged up the phone on me!

they barley answers my emails, and never give a certain answer and they just tell me about next week or following week i will get my furniture and nothing yet!

Me and my husband decided to talk to our lawyers and they are working with us thru this situation and last night we sent our request for a full refund. Let's see what happens and I will update you with the result!

As of today 3/20/2012
Everything is getting ugly and My lawyer and I are thinking to take this to the court and Media!

I'm not rich to afford, but this is something that FurnitureXO will ended up paying for all these "itself"!

After my first review, I canceled my order and since then they are trying to keep pushing back my order and keep me till they get furniture from MFR, but this is their own problem and I am just trying to be patient and see if they would put their gaurd down and refund my money otherwise I will lose my patient and you guys if you would like can join me for the lawsuite!

I have sent them several email and addressed their shipping policy and requested my money back which their very rude customer service person " Steven" told me that would charge me 25% stocking fee! WTF, if you have my items send me my furniture if you don't, then you are responsible to follow up with cancellation policy!

I will definitly update you!

As of today 04/01/12
We received an email from the owner and general manager and then a phone cal from the general manger "Josh"! according to our conversation, we agreed to cancel part of my order and ship me the other part that they have.
They sent me two checks one for furniture and one hundred dollar to say sorry for the mess!
I was very upset with them, but feel a little bit relived, however i deposited the check Friday and not sure if is a good check or not! and I suppose to receive my furniture on 4/3 or 04/04!

okay, here is what i have found out!
1) This is a small company that is doing a big which obviously can't handle too many customer. The other problem is their other side which is the manufacture which can't give them furniture on time" especially Ashley brand". by the way Ashley is always late even its direct customer...

2) If you can wait 3-4 months from your order, go for it! this is a legit company with great prices, however as I said can't handle too many customer, as they have!

I haven't received my furniture yet and not sure if my check was good or not, so I will update you and I am going to change my rating from one rate.

As of today 04/04/2012
I supposed to receive my furniture, But i haven't! NO tracking number and they don't answer they phone calls and emails anymore!
partial check was cashed with no problem, but i still have $2000 in their hands.

I am getting ready to go to court... can't wait anymore!


as of today 04/13/2012

I finally received my partial order and the rest was canceled before which i had my refund way back then.

I did go thru too much to tell you the whole story, but 50% is the manufacturer fault and can't blame the Furniturexo and other50% is that they don't tell you the truth and make you get worried and upset.

AGIAN: you have to wait at least 2 month to get your furniture and if you can wait and keep calling them everyday, then without recommending i will tell you to go for it!

Everything is over!!!
"

"I bought Key town bedroom set from Ashley furniture and paid by money order, getting 10% off. I was nervous in the beginning, as its my 1st purchase on internet , using cash method.
But the price was very good, plus their distribution center is very close to my house. So, I decided to give a shot.
I am pleased, I did it, as the whole transaction went very smooth.
I am even more pleased, because I didn't see negative reviews that people are posting, who also paid with checks.
I am very happy with my new furniture and my whole experience.

I would definately recommend this site to my friends."

"Did a bit of comparison shopping and found that this e-tailer had a low price and free shipping. I ordered online and after a few days it showed that it was processing. I called and e-mailed and they said it was still processing. I e-mailed again a week later and received a response from Steve at the Sales Dept. saying that "FurnitureXO operates on extremely small profit margins because we provide outstanding prices, exceptional service and FREE shipping on all orders".

That's fine and dandy. However, they also said "FurnitureXO will pay direct shipping cost but sadly we will need your assistance with the additional shipping fee (third party shipping).

Unfortunately we have no other choice L If you would like to proceed, an additional $50.00 will added to your order."

Now let's get this straight here. I live in San Francisco. I don't live off a farm road in rural Idaho. Right? We have running water and asphalt roads next to an interstate highway.

You offer FREE SHIPPING to all 48 States in the U.S., but somehow San Francisco doesn't qualify?

This epitomizes poor customer service. This is not how to treat a customer with poor communication and no mitigation for their own logistical problems.

Don't advertise in a bold banner "FREE SHIPPING" when you obviously don't.

End of rant.


****UPDATED 3/2012****

Regarding the response by FurnitureXO about my comments being slanderous. Let's break it down.

1) You are a FURNITURE STORE. Hence your name FURNITUREXO and the copious amounts of FURNITURE on your website.
2) You advertise FREE SHIPPING on all FURNITURE

Deceptive advertising at a very minimum.

Anyways, I got the same order from another retailer for virtually the same cost and they didn't ask for additional shipping and it came from North Carolina via freight to San Francisco, which my map skills says is a little further than Pennsylvania.

Cheers"

"I finally received my full refund for an order placed Jan 1 that could not be filled. I immediatly deposited the money only to have it withdrawn from my account a few days later for insufficient funds. Back to no furniture, no money ($1200) and of course no answer when called"

"NEVER AGAIN...I went online to search for a bedroom set and Furniture XO had the bedroom set I was looking for...I called and spoke with 'Steve' and place an order with Furniture XO. I overnight a check to pay for the bedroom set and the check was cashed the following day. I was promised the bedroom set would be delivered in 3-4 weeks. After several WEEKS passed, I kept calling and was place on HOLD and the rep stated it would take several weeks for delivery because they had to order it from Ashley Furniture. I waited, and waited, and waited. I called Ashley Furniture and they told me they discontinued the bedroom set. NO Communication from Furniture XO of the status of my order. Then I called and spoke with 'Roman' the sale manager and cancel the order. The order was canceled I even send a registered letter stating to cancel the order and was told it takes 10-14 business day to received my refund bacause they had to wait until Ashley Furniture return their deposit. I explain to them I didn't order from Ashley Furniture I paid Furniture XO. Needless to say I waited 6 weeks for my refunds. I will NEVER shop at this company again."

"

**FINAL UPDATE**
12-24-12
After waiting several months and being repeatedly lied to about the status of my order I sued Furniture XO to get my money back. They tried to charge me a 20% restocking fee for furniture they never shipped nor ordered from the manufacturer. I contacted the manufacturer and my furniture had been in stock the entire time Furniture xo was telling me it was backordered.

My Attorney was able to sue for 3x the damages under the Consumer Fraud Act. The Judge was appalled at the poor business practices of Furniture XO, and I won my case. I posted my experience on several consumer websites and have been contacted by dozens of customers experiencing the same problems. Feel free to contact me if you need more information about filing a lawsuit or complaint with the Pennsylvania Attorney General at ****@****

I had to sue them to get my money back after waiting several months and never receiving my order. Their CEO has been indicted for fraud/embezzlement by the FBI and I think this is a HUGE scam! They have an 'F' rating with the BBB. Save yourself the headache and hassle I went through and stay away from them!

**UPDATE**
As of 3-13-12 (3 months after placing my order) I have not received my order nor a refund like so many others. Feel free to contact me if you would like to possibly join the class action lawsuit currently being reviewed by Attorneys.

**Original Post**
2-1-12
Here is part of my BBB/FTC/Pennsylvania Attorney General/Small Claims Court/Class Action Attorney complaint:
I am having the same problems as eveyone else.I paid $1700 for an order placed December15, 2011. I called/emailed several times with no response. I finally reached someone and after being on the phone for an hour trying to get information about my order, I just found out it was damaged and would take 2 more weeks to get filled - so it has now been 6 weeks. I also paid $300 for assembly and 5 weeks after cashing my check they told me they didn't have anyone to assemble. I found someone to assemble it and called again for tracking - got vm of course and Roman called me back and said they don't ship on Fridays (another stall tactic). So i called back again on Monday (surely they ship on Monday). After being on the phone for an hour they told me it hadn't shipped because it was damaged. I requested proof that they actually had my furniture because I had a feeling they never ordered it and had been lying to me the entire time. After all the lies, unreturned voicemails, unanswered emails, managers never being available, and being on hold just to have my order mysteriously 'damaged' I asked for an expedited refund so I could go buy a bed, because we are tired of sleeping on the floor, they told me it would be another 7-10 business days to get a refund processed. 2 weeks later I called to check on my refund and it was never processed (they said I owed them a 25% restocking fee so they didn't process the full refund like they emailed me they would, but never bothered to notify me about it, and even though their refund/return policy stated otherwise). Furniture XO advertised free shipping then charged a 10% fuel surcharge for delivery- which coinsidently negates the 10% discount you get if paying by check. They accepted payment for assembly and then 6 weeks later said they didn't have anyone to assemble. It's wrong to keeps customer's money for several weeks and then not deliver the product. I contacted the manufacturer and Furniture XO is not an authorized dealer of their furniture. This is the absolute worst buying experience I have ever had and I feel like I've been SCAMMED!! "