FWS closure surprises customers

BUFFALO, N.Y. (WIVB) - Customers were caught by surprise when furniture retailer FWS closed up shop without notice. If you were a customer, what happens now? A News 4 investigation finds the company has been in trouble with customers for months.

This is the recorded message at FWS, "Thank you for calling FWS. We are currently closed for regular business operations. Due to difficult economic conditions and a decline in the home furnishings sales industry in Western New York, FWS is no longer in business.”

It says the store is closed and in the process of turning its assets over to a secured creditor. The news leaves customers in the lurch, but this isn't the first time.

“We currently have 55 complaints filed over the last 12 months. A number of those have been filed since August of this year,” said Peggy Penders, of the Better Business Bureau.

Most of those complaints involve furniture that was ordered, but never received.

But the most serious complaint against FWS, Penders said, “We have reports of refunds that have been received through checks, and unfortunately some of those have bounced.”

A customer said, “I have no idea when I'm going to get the money back. Customer service has been atrocious. And it's just very, very aggravating; and a terrible way to do business."

Customers say they've been calling FWS for months but have not heard back from the store since July 29th. The store's phone message asks customers with outstanding orders to leave a message with your name, phone number and order number. They say they'll contact you when an agent is in place.