Complaints

The 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:04/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  We ordered a number of custom furniture pieces in July 2023. At 4-months, two pieces of our order were not included when delivered and the wrong k**** were installed. When the new k**** were replaced small marks were left behind. The two missing pieces took almost another 4-months despite being told it was expedited. Upon delivering of the two missing pieces, one of the handle mechanisms to open one of the display cases is not in working order. It took eight months in total to receive our order. We left a fair and honest review of our experience.Further to this. There was no communication about the manufacturer until after everything was said and done. I was told by the owner's son that if our review was not taken down they would not honour any recourse of correcting the issue with our cabinet. But the owner had told my husband the cabinet would be fixed regardless of the review. So we now have a $4000 cabinet with a handle that does not work. All we really wanted was the cabinet to work correctly.

  

  Business Response

  Date: 20/04/2024

  Hello,

   

  All furniture was delivered in good condition March 17th. There was no mention of a broken handle at the time of delivery to our delivery team or to our store. Then 2 weeks later this customer left a negative review on our ****** which re replied to.

   

  The customer then came in the store very confrontational on April 14th. They were asked to leave or we said we would have to call the police as they were very threatening.

   

  Despite this, we are still ordering them a new handle that they said they will install.

   

  Thank you

  Cam

  Customer Answer

  Date: 23/04/2024

   
  Complaint: 21529759
  
  I am rejecting this response because:

  We spent $42000 at *********. There were nothing but issues throughout this purchase with poor follow-up from ********* all along. The priority for ********* is still not about customer service and resolving the issue with the $4000 cabinet with a handle mechanism that does not work at all. The part has been faulty since the day we received it. We should not have received a cabinet with a faulty handle mechanism to begin with.

  We were offered a 30% discount and $1000 rebate both in email from Cam and verbally by **** the owner to *****. ***** had went to the store in-person previously on March 30 and spoke with ***'s father **** who told my husband the issue with the cabinet would be fixed regardless of the review and someone would come out to see inspect the cabinet. A couple of days later, I received an email from *** stating all deals were off as the review had not been taken down. Nothing had happened or had been done in regards to fixing our cabinet. ***** went to the store in April to follow-up and *** accused us of breaking the cabinet ourselves - which is untrue.  *** does not keep his word, is pushy because we are not doing as he says when he wants, and keeps spinning his words - *** should live up to ********* motto of being a "trusted family-owned business".  *** told my husband he would come himself to install the part, now he has changed his story which appears to be a habit to make us look as though we are at fault - hence our frustration. ***** told *** that once the cabinet is fixed and in working order, we would take the review down but not before. We are people of our word.

  We did not seek out this experience with ********* and it was not what we were expecting. All we want is ********* to take appropriate and proper ownership of the problem at hand which is replacing the faulty handle mechanism on the $4000 cabinet or to fully refund us and take the cabinet back without any cost to us. However, ********* only priority throughout this ordeal has been the taking down of our review and not of customer service and satisfaction itself.

  We appreciate Cam letting us know the part has been ordered but the cabinet still is not fixed. We want the cabinet fixed first before anything else.

  Sincerely,

  ***** & *****************************

  

  Business Response

  Date: 23/04/2024

  Hello,

  We reject this complaint outright. We have ordered the k*** at a cost to us in the agreement the customer will remove all reviews from ****** and BBB. They have slandered our business and a sales person by name in the review which is affecting him and us. 

   

  Than you