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:08/10/2023

  Type:Billing 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 bought a queen ********************** back in November for my bed frame from a store I had originally got my bed from. Bed frame was *******. Then I needed to move from Castle Rock to ****** and downsize to a full size bed and **********************. **** at Box drop saw my head board I bought I said I wanted the exact ********************** I purchased from him previously but in full size. He said it would be ****** . The queen was ******. . He wouldn't give me any receipts over the email as I am fully disabled and homebound. He sent a gray metal frame and black brackets and my headboard was brown. It was terrible. But worse was the ********************** was NOT what I ordered. His employee admitted it was not. It was too thick and MUCH too high. I had told **** about my emotional support cat who slept with me for 16 years and my cat cannot get on this bed. I told him I didn't order gray metal . They took my original bed saying they wanted it very much and would charge ***** per three pieces to remove. He ended up charging me ***** per piece. They wanted every s**** as they lived my bed and they took the new ********************** queen size back with no refund to either resell or help someone else. I asked for my bed and ********************** back. I didn't buy what he sent me. He wouldn't give my property back. . workers picked up metal frame/ brackets. told me I had 3 days to find a bed to fit the full size ********************** - bullying me. Mattress is too tall. I had two hip surgeries . My cat cannot jump up to be with me. My bank said the ****** ********************** was charged at $760.00!! I am also vision impaired, when workers came to get metal frame and brackets they had a paper and said sign . I asked what it was. They said it's confirmation they picked up the items. I signed believing them but told them I've been requesting itemized statement from **** constantly. They would remind him back at store. The paper ended up being a receipt of me signing an ok for everything. DECEPTION

  Customer Answer

  Date: 08/11/2023

  Box Drop Castle Rock is extremely good at manipulation, deceit and being completely dishonest. 

  Please watch VERY carefully for these deceptions. 

  He's truly a con artist. This time he chose me, a disabled who lives on a fixed income and he wanted to give my queen *** to a single mom, as the mattress, and full headboard. Yet he scammed me and overcharged or at minimum added $360.00 to my debit card that wasn't authorized. He used his workers to lie about what that sheet of paper was I was signing. ****** ***** Services knows all of what **** at Box Drop has done to me and my cat. They know I need my mattress changed because it is extremely high and it's difficult to get on it even for me, much less my beloved cat. They said to NEVER trust anyone again. I am alone and disabled. My dad just died. Now I'm not to trust anyone. Box Drop has ruined my life physically, financially and emotionally as well as my cat physically and emotionally. 

  Business Response

  Date: 08/14/2023

  Customer bought **********************, platform, brackets, and a dining room table and this customer has submitted chargeback cases which she has lost as you can see from the attached image. She called the police and they came and saw that everything was in order. Now she *************** and harassing us in anyway she can. Yelp even took her reviews down! So we ask that you guys look at what weve sent and disregard complaint.

  Thank you! 
  ***************

  Customer Answer

  Date: 08/14/2023

  The police saw the piece of paper that I signed under false pretenses. 

  **** has his employee tell me it was that they were taking the gray frame and brackets out of my house. 

  It was deception. 

  The police couldn't do anything because of that. The Police suggested I call you, the Attorney General and news. There is NO harassment just me trying not to get financially and materialistically harmed by **** and Box Drop. 

  He charged ****** to my account . The only thing I have is an incorrect mattress that was supposed to cost 400.00. 

  The table was charged to a different credit card. We are only talking about the bad he sold and took. Not the table . The card ending in 0541. 

  ****, as I stated is a manipulator and had every review overseen and at first KEPT pushing me to put up excellent reviews on him and his business now he hovers and controls even the truth when he has scammed someone. And this someone is fully disabled.i cannot recoup his massive purposeful damages. 

  He harmed and manipulated me on purpose for his gain. 

  Customer Answer

  Date: 08/21/2023

  Hi ********, this absolutely can be official. Everything in it is true and to the point. 

  *************** of box drop must fix what damages he is causing to me and my emotional support cat immediately. 

  In our numerous texts from past, he said the ********************** is the same in height. It absolutely is not . I cannot even touch the floor in the same size of *** in a full *** and ****** cannot make the jump. He is harming my surgeries and costing me everything for the sport of it- bullying me or who knows how many people he has scammed along with me. And for his pure financial gain to severe detriment of the customer. 

   

  He didn't own my queen *** and I requested it back in writing. Now why I'm earth wouldn't he give me my *** back that I OWNED and my Queen ********************** back that I owned? I paid for that fro his store back in November. 

  I requested them BOTH back with my doctor on the phone and I had texted him. He wouldn't give them back to me after sanitizing them and pick up this detrimental **********************. I know that companies do sanitize. I spoke with ********************** firm. They give clients 30 days. American Furniture gives clients 90 days. 

  **** caused this problem himself and wouldn't work on a proper resolution so I wasn't on the floor with nothing. 

   

  Sincerely, 

   

  ***************************;

  Business Response

  Date: 08/23/2023

  As you can see in the images attached the customer purchased more then just a **********************. As you can see the mattress was $411, platform wax $150, bracket for platform was $30, and she also purchased a table that was $300. The customer also added delivery and disposal which came to a grand total of $1,131.39 plus tax.

  We were contacted after delivery and the customer said the platform and ********************** made the mattress too high for her cat to jump off. So to help the customer out we returned the platform and bracket and even picked it up for free since the customer was unable to. 
  

  as you can also see the customer signed 2 different times saying that everything was completed correctly with date.

  the last time we spoke to the customer was over text on June 17th sending the refund receipt and we didnt hear back from the customer until a few weeks ago where she started writing nasty reviews spreading untrue things about our business as well as calling the cops on fraud waisting their valuable time for them to only tell her the same things weve been trying to communicate to the customer. 
  

  So were just confused on what the customer is wanting as theres nothing else we can do at this moment as shes had the mattress for 2 months and we cant sell anything used. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20452665
  
  I am rejecting this response because: **** is not giving facts. My cat COULD NOT get in the *** so to speak with his metal frame and brackets period! My cat fell backwards trying to get on this so called ***. 

  I absolutely requested my queen ********************** back and my queen *** frame etc bac which wasn't bought at **************** ( the frame and headboard) meanwhile his worker said to make sure to get every s**** from my beautiful *** because they wanted it. Also his worker told me that the ********************** was NOT the same ********************** as I had purchased in queen size in November. 

  Therefore **** has a paid for ***; a paid for ********************** and he is complaining? 

  Ive had hundreds of dollars of vet bills and **** wouldn't take the ********************** back and give me the correct one. It was either beg him to sanitize my previous *** which he wouldn't respond so I could have it back as I am immunocompromised or also get ignored by him on a wrong size **********************. His having me sign was UNDER FALSE PRETENSES. I don't see well since ****** DX and his worker said I was signing to have grey frame and brackets removed, yet as they are sneaky, I unknowingly signed receipt approval. Once he learned I lost my dad to a narcissist sister and my life was destroyed, he became a very difficult and different person to deal with as he was not honest in his charging. I STILL have where he charged me twice for the same thing on two different cards. 

  So no everything I said on social media is accurate. 

  **** when I met him over the phone demanded multiple times that I put up excellent reviews. Apparently this bothered him greatly. The movers who SAW the mess he made of my life recommended I put up reviews. They would have as well. He spoke with one and her colleague was as appalled. 

  **** plain and simple has taken advantage of a disabled woman. I cannot use this ********************** and then he gave me 3 days to find a *** to fit it before he left for his wedding. A furniture store who has been helping me to this day would confirm that I cannot get a *** to fit this too thick **********************. 

  They have been so kind and care about my cat and my health because my cat is my only family and he's severely declining and I can't live without him 

  I told **** the importance of not having a high thick ********************** back in November. Also it's bad for people like me who are thin with poor mobility. **** has stolen my money and my items. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/17/2023

  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.

  I recently purchased a chair and a couch from Box Drop the chair was in stock but the couch wasn't but was told they could get the couch. I made the purchase solely on my opinion of the chair and expected the couch to be as good quality as the chair I wasn't home when the items were delivered so I didn't see the couch when it arrived. The couch has many flaws in it and after speaking to the owners son was assured that it was made like that I have had the furniture since the first week of November 2022 but I work a lot and was unable to call anyone until the recent holiday weekend however the store was closed and left a detailed message on the answering machine. I would like to submit pictures so you can better understand my dilemma I am home during the week for about 4-5 hours each day except for Saturday and Sunday based on the condition of the couch it might appear as though the couch had been used for several years. The person I spoke to said it's been too long for them to do anything about it but could have someone come over and put more stuffing in the cushions. I believe I was sold a used item.

  Customer Answer

  Date: 01/09/2023

  I have not heard from the business in response to my complaint. The only thing I have heard is that they wanted me to pay to have someone come out and fix the problem the person who would come to fix the problem is someone who they use all the time this was spoken to me by the owners son. And was the reason I reached out to you to begin with

   

  Business Response

  Date: 01/09/2023

  Hello ******. This so *************************** I am yeh owner of the Boxdrop Middlesex location in ******* **. I believe you have me mixed up with a different location because I only sell mattresses and I dont recall ever meeting you. I wish you the best with your matter because thats something I would definitely not practice in my business. Happy new year and all the very best 

  Customer Answer

  Date: 01/15/2023

  As stated previously in my original email I made the purchase solely on the appearance of the chair which I saw in the showroom and was told they had a couch but couldn't get it for a couple of days so I agreed to make the purchase with the expectation that I would be given a good couch and not a used one which it appeared to be I would either want a new replacement couch or a refund for the purchase price of the couch I like the chair and have no complaints with it.

  Customer Answer

  Date: 01/17/2023

  I purchased a couch under the impression that it was new and I wasn't home when it was delivered and the couch is not new but used when it arrived the owners son asked me if I wanted someone whom he used for this type of issue who would come by and restuff the cushions but they would charge me 80 dollars per cushion.

  Business Response

  Date: 01/17/2023

  Customer purchased a new sofa and chair on 10/30/2022 and at the time we had just the chair out on our showroom floor, but the customer wanted a sofa to go with it. After our salesperson checked we in fact had 1 left brand new in the back that was the same color. The customer agreed to the price and purchased it that day, and also signed for it (attached). The sofa and chair side by side are in fact the same color depending on lighting, but due to being 5ft bigger on the sofa the manufacturing process is a little different, and due to length can cause sag in cushions after use which is the customers complaint. 
  

  The set was then delivered on 11/3/2022 which the customer also signed for saying they acknowledged at the time that everything was received in good condition. Receipt (attached). 
  

  Then on 12/27/2022 the customer reached out with complaint about cushions sagging 2 months after the set had been delivered, and 2 days later 12/29 we reached out to the manufacturer and unfortunately that wasnt covered under warranty, and thats when we responded and offered to help them and split the cost even though we werent obligated to (attached). We stand behind our products even though the manufacturer didnt. Thats when we didnt hear back from the customer and now are responding to this complaint. 
  

  Wed love to help out as much as we can but being a small business we can only do what we can as well as we cant sell anything used so we cant return anything in full, but if the customer would like to pay restocking to send it back to the manufacturer then we can definitely work with the customer ************

  Customer Answer

  Date: 01/25/2023

  In response to complaint #********. I will accept having the couch returned without knowing how much the restocking fee is and they will have to pick the couch up free of charge. The couch I received was a used couch so the response from the resolution specialist with Drop Box stating that they couldn't sell a used couch is highly unlikely my spouse continually complained that the couch smells like mildew but I was unable to tell since I contracted COVID in 2020 and have lost all sense of smell. And I don't think that the cushions would be sagging after only two months. The sales person I spoke to said that they didn't have a couch in house but had one at their other location had I seen the couch and it's many flaws I would have never purchased it. So once I have information about how much the stocking fee is and whether or not they will pick the couch up for no additional charges I can make my decision. 

  Business Response

  Date: 01/31/2023

  Please give us a call and we will go over the restocking fee ************

   

  The sofa was brand new out of the plastic. It was 2 months before anything was reported so unfortunately if the restocking fee isnt excepted then there is nothing we can do as all sales are final and everything was signed for saying it was received in good condition when delivered. Have a great day??

  Customer Answer

  Date: 02/08/2023

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

  Customer Answer

  Date: 02/22/2023

  I haven't heard anything from either the BBB or the Business of Box Drop does my complaint carry no weight 

  Customer Answer

  Date: 02/28/2023

  Yes I attempted to contact **** at Box Drop with no response back from him via text to his cell phone 

  Business Response

  Date: 03/03/2023

  As we stated in our last message please give us a call as this is something we usually dont do and the restocking fee always changes with the manufacture. Right now they would be charging $313 so if you are able to drop off that would leave you with a return of $760.60. *************)
  

  if you needed it picked up there would obviously be a delivery charge unless were in the area and then we can try to figure that out if needed. Thank you!

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 18658289
  
  I am rejecting this response because: because the restocking fee is acceptable for the couch after talking to the company however what they are willing to refund me is completely unacceptable. ****** I have never had such bad service or disappointment from any purchases I've ever made. I don't want the couch but I know I paid much more than 600 dollars for the couch please help me resolve this issue l
  
  Sincerely,
  
  *****************************