Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:29/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Store name :Plush + Oak. Order Date: ******24 Delivery Date: *****-24 . Amount paid: $***** Issue: Small tear in the middle of the *********** broken. Order Number: [#****]tracking number* *********** Reached to company May ****. They stated they will send me a replacement but but have failed to do so. I have proof all conversations and interactions.
Business Response
Date: 30/07/2024
Hello,
The following is documentation of what has transpired.
April **** the order was shipped via freight shipping.
April **** the bed was delivered after customer set appointment.
May **** customer wrote to us to say there was damage to the bed.
We inquired to why the bed was not inspected after arrival so we could submit a shipping damage claim on her behalf. We insure every shipment but customers are required to send us any damage claims within *** of delivery so these claims get approved. The customer advised they had put the bed into storage and had not looked at the items.
This made it impossible for us to submit a damage claim with our shipping carrier. We have no way to verify whether this damage was actually from the shipping company or from transit to the new location completed by the customer. We attempted to submit a shipping damage claim but it was denied because:
1. the customer did not report any damages upon delivery
2. the customer failed to notify us of any damages until after they had moved it into their salon space in which the damage could have occurred
3. the customer did not report any issues until over a month after delivery
Despite this, we offered her a full replacement bed and to cover the shipping cost of the new item as well. This is being fully paid for by our company to ensure her satisfaction at our loss. The bed is not yet completed but will be done August 15th and will be shipped. This has been communicated to the customer.
As always, we are dedicated to our customers satisfaction of our products and service.
Customer Answer
Date: 09/08/2024
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.
Sincerely,
*******************Initial Complaint
Date:28/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 22, 2022, 3:12?PM I placed an ordered with Plush + Oak *********************, ***** *****,
Order summary
Bed Cover × 1 $225.00
The Edda × 3 Standard Ink / 4” $6,387.00
PLUSHOAKENTERPRISE (-$638.70)
$5,748.30
Subtotal $5,973.30
Shipping $394.00
Taxes $0.00
Total $6,367.30 USD
With the intention to purchase 3 of Plush + Oak's beds that claim to be for artist posture and client comfort.
I had been researching these beds for months before purchasing due to the fact that it was going to be a very big investment and I wanted to provide the best for my clients.
Upon receiving the beds I noticed that the client posture was very off. The clients shoulders were pushed upwards making their heads "hang" and having their chin point upwards causing major discomfort, pain and desperation for my clients, while for the artist, we were forced to hunch and stretch in an uncomfortable position in order to be able to reach the client. As a result, I've lost lash artists, I've received many complaints from clients
being unhappy with the beds and the pain they are in through the service, and I myself, have had to receive physical therapy to treat the Strain, Chronic shoulder pain and neck spasm. Additionally my business has suffered a big loss due to clients not coming back because of these beds. I have reached out to the ****** ******** multiple times since January. In January her worker **** admitted to the beds being manufactured incorrectly as well as ******** herself claiming how one of her two manufacturers were incorrectly manufacturing these beds. ******** offered me three options, one in which was a complete refund of the money I spent on the beds and I decided on that option but has yet to refund my money after almost four months since first contact and two months of waiting for her to "schedule a pick up of the beds". ******** has resolved the issue with another business in the US but has kept me waiting, in return my business keeps being affected negatively.Business Response
Date: 07/04/2023
This customer has been refunded and we consider this matter closed.Customer Answer
Date: 11/04/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 19858431, and find that this resolution is satisfactory to me.
Sincerely,
***** *********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.