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:10/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased a custom **Paudash table** from **Alexander Designs Team** and was required to pay in full on November 30, 2023 (**$500 deposit upfront and the remaining $3,601.90 via e-transfer before delivery**). The table was delivered shortly after, but upon inspection, the base was defective - the table legs were mismatched and unsightly at one end, and the other end was crooked and not plumb/ perpendicular, making the workmanship look poorly constructed.I first reported the issue on **December 2, 2023**, via email and provided photos. After multiple follow-ups, the business acknowledged the defect and, on **January 2, 2024**, agreed to replace the base. However, despite their commitment, they have failed to follow through. I have sent numerous follow-up emails(April 2, April 11, April 17, June 13, June 27, August 8, and September 29), but they have either delayed or ignored my requests to arrange the replacement. This has been a frustrating and disappointing experience, especially considering the cost of the table and my patience in trying to resolve the issue directly. As of now we still do not have the replacement base that was promised. It has been really unclear on what recourse we have.I am seeking a final resolutioneither immediate delivery of the replacement base or a refund for the defective portion of the table so that I can hire a woodworker to correct the issue. Or, if they stand by the product and we can return it, we can do that as well. We understand that its a custom piece though and have been more than willing to work with the seller. Its surprising since it seems like they have a nice business and we like to supporting local.

• Initial Complaint

  Date:15/08/2023

  Type:Product 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.

  Received dining table July 22. I noticed dramatic change in the knots bleeding through the white finish but figured this was all part of allowing the table to settle in its new environment & was also ensured that the knots were properly sealed. Things began to worsen & within less than a month of having the table we noticed it began to ********** significantly. I contacted ************* replied that ***** would be reaching out. I had to follow up mid Sept, restating our frustration. October we demand a repair & send photos of the table. November, we have to follow up with the previous October email AGAIN restating our frustration. ***** finally replies offering service work & hefty pick up fee. We just completed a full home renovation which included new windows, climate control film & new ******************** which monitors the humidity levels, so we werent buying any excuses that were putting the blame on us. We decided we wouldnt pay the pick up fee for service & borrow a vehicle to then bring the table to the . After many emails to try to schedule a drop off time, which takes us well into December, ***** offers to have the table picked up. The table is finally picked up for repair in January. At this point we have had a table since July 22 that we have been unable to use & have gone through holidays with no table. No communication regarding table repair until I followed up with an email expressing our frustration on March 1, 23. The table is then delivered shortly after that. March 23, the table is already begging to warp AGAIN. ***** says he will come by the following day to take a look but that unfortunately didnt work for us due to our work schedule. ***** suggested an expensive product from Amazon to apply to the table but we did not want to spend another cent on this table. Aug 23 we are still looking at a completely bowed table. The table is in such bad shape that we wouldnt feel comfortable selling. Feeling completely scammed out of $3064.02!

  Business Response

  Date: 08/09/2023

  We have been in contact with this person multiple times to address each and every concern that she had. We have now sent her two emails that we have not received a response from and offered her service to her table free of charge for the duration of her ownership and we have already performed one of these services at our expense. We also have record of her homes humidity levels being out of our recommended levels which are required for proper care.
  
  Thank you 
  

  
  

• Initial Complaint

  Date:20/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Oder placed with paid deposit on August 3 2022. Merchant contacted us during the manufacturing of our product advising us we could keep the order as placed but would forfeit the warranty as the design had ongoing issues in customer homes or we could change the design of the tabletop and not forfeit the warranty. We were never offered the option of a refund for the merchant making changes. On October 28 2022 our order was delivered and the table arrived damaged (with moisture coming to the surface mixing with the stain and creating a glue like residue. With our delivered order the chairs we ordered arrived with the wrong stain colour. We contacted the merchant and we were told he would repair the table. With the chairs he said the stain colour selected has not been available for almost 2 years (despite the chair with the selected stain still appearing on the merchant's website today). The merchant never told us the stain was colour was not available upon placing the order, at the time deposit paymnt was made or upon final payment. The merchant did not even tell us prior to delivery. The chairs simply arrived with the wrong stain. Our options were to keep the chairs thatbwere delivered or select 1 other stain colour which did not meet our needs. We were offered a refund for this change that took place without notice. Withina few weeks the damage to the table co tiburd with very little use. The table began to warp significantly and crack significantly. We had to continue to initiate contact with the owner ***** ********* basically chasing him to commit to pick up the table for repair. At times we had to follow up 2 - 3 times before receiving a response and when a response was provided there were always some form of excuse involving family issues. Our table was finally picked up for initial repairs on March 6 2023 (just over 4 months from delivery). ***** scheduled to return the table after he claims it was repaired on March 18 2023 only providing a few hours of notice. The arrived with additional damage and upon very brief inspection in the delivery trailer the table flet very uneven and wavy suggesting the warping issue had not been repaired. ***** claims the issues are as result of us not maintaining proper humidity levels in our home but the issues started upon delivery. I have owned many custom wood products and tables and have never had issues and have never been told to maintain specific humidity levels. We understand this is not the first *** complaint against this company. We have tried to resolve the issue with ***** requesting a refund for the table only and he has rejected this request despite the fact the fact we have had to accommodate his last minute changes to our order. ***** currently has possession of the table and we have refused to accept delivery as we do not feel it meets any reasonable persons standards. ***** has now threatened to impose a $500/week storage fee for not taking delivery while we work out the dispute. Although he has offered to repair the table he insists we pay approx. $500 to transport the table to and from his shop for repair leaving us in a very compromised financial position. Given the history and the damaged that occurred we do not believe the table will ever be able to be repaired properly and believe the table will have ongoing issues.

• Initial Complaint

  Date:21/02/2023

  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.

  I ordered a table from Alexander Designs on August 25th 2022 ****** *** *****. The table was supposed to arrive mid-October. I received it November 25th (after repeated emails looking for an eta - seems they’re good at responding when it’s a potential sale, but current customers are lower priority). I was home alone with my young daughter upon delivery and wasn’t comfortable speaking up at the time. I tried to tell myself I was just being too picky. But, the table cost me $4200 and the quality I received just does not match up. Wood that is properly kiln dried won’t crack in such a short time. My table cracked within 2 weeks. And now, 3 months later, the crack is 12” long. Their website claims that they use ‘carefully picked’ lumber - but it seems little care was used in selecting the wood for my table. The boards are warped. There are gaps everywhere. When you run your hand over the table top, you can feel the curves of the boards. You can SEE this when the sun hits the table and creates shadows in these curves. I emailed ***** and expressed my disappointment. He stated that all sales are final and went on to say that ‘minor imperfections are to be expected and things such as warping or splits are part of the nature of solid wood furniture and these characteristics are what we love about working with solid wood’. I in fact, do not love warps and cracks in my furniture and wouldn’t have made the purchase had I known this was their standard. I have many solid wood furniture pieces in my home, including a solid wood dining table that I had custom made by another small company, and it is perfect. I am beyond frustrated and have resorted to this as every time I look at the table I am infuriated by the money spent on it and the lack of quality. There is nowhere to review this company anymore since they are shown as closed permanently having left Port Hope and relocated to PEC.

  Business Response

  Date: 17/03/2023

  While we cannot control any damage that happens to the table when in the customers possession we are proud to offer one of the best warranties we know off. Our warranty includes free service back at our shop to the table for seasonal movement as well as damage from any wear and tear. More details about our warranty and proper solid wood table care can be found on our website where this table was purchased from. This customer upon delivery expressed how happy they were with the table. After receiving an email requesting a refund we let this customer know that there are no refunds for custom pieces but we would be happy to make any adjustments they felt needed to their table and never got a response back. The next we heard from this customer was through this complaint requesting a refund again almost 3 months later. 

  Customer Answer

  Date: 17/03/2023

  
  Complaint: ********
  
  Your response implies that any damage to the table occurred as a result of my own misuse/improper care. I received the table on Nov. 25th and sent you photos of the table on Dec. 6th - the table was in my home for LESS THAN TWO WEEKS before it started to crack. That’s on top of the existing damage/poor craftsmanship that was already there upon delivery. You are incorrect in saying that I “expressed how happy I was with the table” - I was quiet, and said very little. We maintain the humidity level in our home, but even if my home was dry as the desert, there’s no way it should have cracked that quickly. I have many solid oak pieces in my home - NONE are cracked. You are also incorrect in saying that I did not respond to your email after you offered to ‘fix’ the table. I responded 20 minutes later. After that email, I was at a loss as to what to do – it seemed rather useless to continue to go back and forth with you via email. I am not interested in whatever you deem an acceptable ‘fix’, I’d like my money back. However great you think your policies are, sometimes exceptions need to made. This table was not your best work.