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:13/02/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Date of transaction: 15/Jan/2023
  Amount paid: $2350 Cash
  The business was supposed to provide us with a king size bed, and a matching dresser set.
  I ordered a king size bed and matching dresser set in the ending of December. We were told that it would be delivered January 15. When the furniture was delivered, it was damaged. We spoke with the owner of the store to inform him. He instructed us to keep the damaged furniture in our home until a new replacement One was delivered. They delivered another dresser set which was damaged on January 31 once again, we told the owner of the store that it came damaged. He gave us a whole bunch of excuse that the furniture sometimes get damaged because it shipped from overseas, and that we should keep once again the furniture in our home until a new one arrive. Every time we communicated with him He would tell us that his delivery guys are coming and they would never show up. We had to keep the damage furniture in our home for weeks. We’ve worked with this the owner of the store for weeks to rectify the issue. Then he informed us that another replacement was coming. He said he would inspect the furniture before delivering it to our home to make sure it wasn’t damaged. He informed us that all three shipments that came to his store was also damage and that we had to wait another week for another shipment with the hopes of it, not arriving damage again. After weeks of waiting we requested our money back because we did not get the service in which we paid for. We paid his delivery guys for the delivery for the additional amount for assembly of the furniture. Add additional amount of removal of the furniture packaging. He’s fully aware that his drivers took the packaging when they left our home after dropping off the damage furniture now he’s informing me that the only way I can get my money back is if we put it back in the original packaging which his delivery guys took when they left our home. .

  UPDATE:

  The person we had communication with name is Sam, he is refusing to refund me my money. He wants us to return the bed frame in the original packaging when he’s fully aware that his guys took the packaging after assembling the bed/ which we pay them extra to do, 
  so there’s no way for us to put it back in original packaging because they took it. He informed us that he is the regional manager, we requested to speak with his higher up supervisor or manager. He’s refusing to give us that information. He said, the only way he will consider refunding our money back to us is if I wrote him on a written apology.  As of today The damage furniture that was housed in our bedroom was removed by his delivery guys. We have the bed frame with no headboard because that was damaged as well. I requested that he have his delivery guys come and pick up the bed frame and refund full amount of what I paid for for the furniture. we have given Sam five attempts to deliver us what we paid for as per my complaint the first two furniture was damaged. Then he informed us that he opened three more boxes in his warehouse, and all three of the furniture was damaged as well.

  Business Response

  Date: 24/02/2023

  Thank you for providing us a chance to explain our side also. Customer (***** ********) bought a king size bed and a chest of drawers (not the dresser set) from our showroom. And upon delivery some damages were noticed in furniture. We arranged the replacement but again there was some small damage in chest. Then we requested them to wait for 4-5 days as we were getting new shipment for the bedroom set and ***** was okay with that. Meanwhile, ****** came to our showroom, ******* ********* **** **** ******** **** *** ********** disturbed other customers in our showroom, and also banged our furniture item(s) that could have harmed her, our staff, or any other customers in the showroom at that moment. To avoid any further issues, we had to ask help from Durham Regional Police, and they warned ****** for her behavior.

  Now we have delivered the purchased furniture, and the matter is closed from our end on a good note. ***** sent us and email on behalf of his wife/fiancee, ****** for all the nuisance and misbehave.

  ******** ** *** **** ** ***** ** ******** **** ***** *********

  Customer Answer

  Date: 04/03/2023

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

  The response that was made is completely fabricated. I went to the store in hope of finding a solution/getting my money back. I recorded my interaction with the “General manager Sam” for proof because from the very beginning, since these issues arrived, the runaround, *** *** **** **** **** ***** **** I knew I had to protect myself. I did not create any nuisance or used foul language with their employees (There was only one other employee aside from Sam there). I did not  disturbed other customers in the showroom, and I certainly did not banged on their furniture item(s). He contacted Durham Regional Police because I was refusing to leave the store unless he gave me my money back. I was never “warned”by Durhan police. They only told me that I should take him to small claims court and left. This is a complete and utter fabrication of what actually took place. Not only was Sam refusing to refund me my money, he was refusing to give us his superior/higher up information so we can contact them about the nature of events that took place. He told my fiancé that he was not going to refund us our money and that he was not going to deliver us the furniture unless I sent him an apology Email (which I did not) because I had nothing to apologize for. He took our money delivered us damage furniture, we gave him many attempts to deliver furniture that wasn’t damage to us, and failed every time. Due to the fear of not getting the furniture and losing over $2300 my fiancé, went ahead and sent him that Email. After that he had his delivery guy delivers another dresser was still damaged ********* ********* of the fourth dresser that was delivered to us damaged. **** *** ** * **** *** * ***** ************
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/03/2023

  Her
  husband/fiancé, ***** (the real buyer), has no complaint about our service or the
  furniture delivered (as it’s already replaced). When he last visited our
  showroom, he was so ashamed about the behavior of his wife. We still told him
  that we will reschedule the delivery for the replacement parts. He sent us an apology
  email as well for his wife’s behavior ***** ** ******** **** *** **** *******

  ** *** *** ** * ****** ***** *** nothing can be more fabricated than ******’s reply
  on our last response to her complaint with BBB. If she was here for a solution,
  why she had her recordings “ON” (without our permission) when she entered the
  showroom. She used foul language in front of one other customer visiting the
  showroom that time. She asked 4 families, who entered our showroom, not to buy
  anything from here. She tried to spoil the image of our business. We have audio/video
  recording of the whole incident in our cameras. Her using foul words, the bar
  stool she banged in out counter, asking customers to leave the store everything
  is captured. We being responsible human being, will avoid even to write here those words she was using that day. If needed at any point, we can provide these recordings as well. After police asked her to leave, one officer came inside and confirmed that they warned ******
  not to enter the property again in future. I hope they also record all such instances.

  Maybe
  ****** never knew about his husband’s email, that’s why she is trying to tailor
  her last complaint now.
  

  It’s
  getting hard to understand for us as a business, what best service one can provide
  to any customer?