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:15/01/2024

  Type:Service or Repair Issues
  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.

  We bought a ***** Coffee table on December 05, 2022. Invoice # *****. It was supposed to arrive in February 2023 but finally arrived in May 2023. It was picked up from their warehouse by us in its original packing after limited inspection. It has a glass top and brass colored metal plated sides. Subsequently over the course of a few months it was noted that a small hole, about 5 mm, appeared in the metal side of the table. I reported this to Modern Sense furniture in September 2023 and sent pictures to them. They agreed to replace the table and said they would let me know when it arrived.
  It has apparently now finally arrived but they want to charge me $650 for picking up the old table and delivering the new table to my house in St. Catharines. They say since I had picked up the table initially they will not pay for picking up the old and delivering the new table. This is a heavy table (about 80 kg) with glass and metal with no packing to transport it.
  This exchange needs to be done due to a manufacturing defect which they have acknowledged by agreeing to replace it. It is not our fault and therefore we should not be made to pay for exchanging the coffee table replacement.
  I am therefore asking that they pick up the old table and deliver the new table at no cost to me but they have refused, and told me last week that they have closed the case.

  Business Response

  Date: 23/01/2024

  Response to BBB Complaint - Invoice #*****
  
  Dear ********* ****,
  
  We appreciate your detailed account of the situation, and we understand your frustration with the delay and subsequent issues regarding the ***** Coffee table you purchased from Modern Sense Furniture. We sincerely apologize for any inconvenience caused and would like to address your concerns.
  
  Firstly, we acknowledge the manufacturing defect in the coffee table, and we apologize for any inconvenience this has caused. Our commitment to customer satisfaction is paramount, and we are dedicated to resolving this matter to your satisfaction.
  
  Regarding the proposed charge of $650 for picking up the old table and delivering the replacement, we understand your position. However, we would like to clarify our standpoint on this matter. As per our records, you initially picked up the coffee table from our warehouse, and unfortunately, our policy does not cover the cost of picking up the old item and delivering the replacement in such cases.
  
  Nevertheless, we genuinely want to work towards a fair and amicable resolution. To resolve the matter we are willing to offer you an additional discount on the current table you have. 
  Please let us know if this option is more acceptable. Our primary goal is to ensure your satisfaction, and we are committed to finding a solution that works for both parties.
  
  We value your business and appreciate your understanding as we work to address and rectify this situation. We look forward to resolving this matter promptly.
  
  Sincerely,
  
  Modern Sense Furniture

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I called Modern sense furniture and spoke to ***** and explained that I was calling with regards to their response through the BBB that they would be willing to offer me an additional discount. He took down my phone number and said he would call me back within a few minutes. That was yesterday and nobody has called me back so far. I do not know if they will.

  I would be willing to consider an additional significant discount to settle the matter but they have not made me any offer. The 10 day window you gave me to respond expires tomorrow.
  
  
  
  Sincerely,
  
  
  
  ********* ****

  Business Response

  Date: 21/02/2024

  
  We are writing to inform you that we have successfully resolved the complaint you filed with the Better Business Bureau (BBB). We understand the importance of addressing our customers' concerns promptly and effectively, and we appreciate your patience throughout this process.
  
  After carefully reviewing your complaint, we have taken the necessary steps to rectify the situation. We are pleased to inform you that we have issued a $200 refund to your credit card. This refund has been processed, and you should see the credit reflected on your statement shortly.
  
  We value our client business and strive to provide excellent customer service at all times. We apologize for any inconvenience or frustration this issue may have caused. Your satisfaction is our top priority, and we are committed to ensuring that you have a positive experience with our company.
  
  Thank you for bringing this matter to our attention, and thank you for allowing us the opportunity to address it. We are glad to have reached a resolution that is satisfactory to you.
  
  If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you in any way we can.
  

  Customer Answer

  Date: 07/03/2024

  
  
  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,
  
  
  
  ********* ****