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Business Profile

Furniture Builders

Moss Design

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the Nova Desk from Moss Design and received the desk on 10/4/2024. The desk I received not only looks nothing like the pictures on their site and social media pages, but it doesnt even look like walnut. I uploaded a picture of a walnut console table with a clearcoat that I made myself next to their desk for comparison. *** also uploaded a competitor photo (Artifox) for comparison. Walnut has light grains as well as dark. What they sent me is reddish and purple in hue with little to no grain variation. this isn't acceptable for a desk that costs $3000. I realize that all wood boards are different and unique with different shading, but this piece looks nothing like walnut. I have concerns its not walnut or they actually stained it, which they claim they dont. Regardless, they've ruined the piece of furniture. They also have hidden in their return policy that the larger desk (which I ordered) will look different than the smaller one. This should be spelled out entirely on their product page, which it is not. They should also tell people to read the return policy first before purchasing. I do a lot of woodworking myself, and Ive worked with walnut for years. I was recently admitted to grad school at ***********************, so I dont have time to build furniture anymore. I purchased this desk as a gift to myself so I could focus purely on school. Moss Design is telling me in order to get a refund, I must ship the package back with my own label which will cost $500 and the desk is subject to a $600 restocking fee.

Moss Design is NOT a BBB Accredited Business.

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