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:04/03/2025

  Type:Service or Repair 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 put down a deposit for an overstock product. I changed my mind due to inferior product than I wanted to purchase and saw that the website showed a lower cost and it was not on sale as described. I returned to store in hopes to find a better quality option within 24 hrs - I tried to find an acceptable product for our new home but I was unable to find a product that would work based on the quality I had originally planned to purchase. I requested a refund and was told that the manager would not provide a refund. I requested the manager contact info and all information requested to work a resolution was refused. No product was received or taken and there was no costs like restocking incurred with deposit. At no time were we told that deposit was no refundable. Also found that all reviews were fake and from family. I felt the business was very dishonest and deceptive. There was no reason for not providing a deposit. And no product exchanged hands- only a sample and sample was returned.

  Business Response

  Date: 04/13/2025

  Thank you for your feedback. Were sorry to hear that your experience did not meet expectations.
  We would like to clarify a few points regarding your order. The item in question was a special order, and as stated in our store policy (which is also outlined on the invoice and available upon request), special order items are non-refundable.
  We understand that customers may change their minds, and in many cases, we work with our customers to find a fair resolutioneven offering deposit returns when appropriate. Unfortunately, in this particular case, due to the nature of the interaction during your visit, including an incident that required police involvement, we are unable to proceed with any refund at this time. Following an internal review and speaking with our team, we found that during your visit, an unfortunate incident occurred where our salesperson was physically attacked. As a result, 911 was called, and law enforcement became involved, leading to a court date being issued. This is a serious matter and one that we do not take lightly. We always aim to treat our customers with fairness and respect, and we expect the same in return. If you're ever dissatisfied with a business in the future, we encourage resolving the issue calmly and respectfully without resorting to actions that could put others in danger or involve the police.
  
  We are currently awaiting the outcome of the legal process to determine next steps.
  Please know that our intention is never to be deceptive or dishonest, and we take accusations of fake reviews or misrepresentation very seriously. We pride ourselves on transparency and customer service and will continue to work toward resolving this matter through the appropriate channels.
  Thank you for your understanding

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23159015
  
  I am rejecting this response because: the refund or deposit is due from the business since there is no verbal or written documentation to support that deposit is not refundable.  
  

  We calmly and professionally made the request for refund but due to the unprofessional, defiant and mocking of the sales person, the conversation turned very ugly and loud.  The salesperson would not provide any reason or recourse or explanation - and would not provide manager or owner information to contact for the refund.  During the discussion we saw our contact information on a desk and the salesperson grabbed it mockingly like a child playing keep away and when asked to return personal contact.  He smiled with a smirk and refused to return personal information.  This was very disturbing because we already felt deceived based on advertised pricing differences.  And in this environment we were very fearful of identity theft or misuse of personal data.  
  

  Upon researching the company we saw that reviews were made by many family and friends and appeared deceptive. 
  

  We have received a credit from our credit card company but i dont believe that our banking institution should have to provide a refund when in ******** it is unlawful to withhold funds without receiving any goods and I believe there is also a 3 day period to change your mind with large purchases.  
  

  This was a horrible incident that we are ashamed of - 1. for our trust of an awful business 2. For losing our composure.  We must go to court and face our inappropriate actions and pay greatly monetarily and emotionally for legal and possibly court outcomes.  
  

  This entire traumatic situation could have been prevented if the salesman would have been cooperative with providing appropriate management or owner assistance and would have kindly returned personal contact.  
  

  We feel strongly that this business was unfair, unprofessional, and antagonistic- it also did not act according to Colorado common business practices by not providing a refund.  We also apologize for our poor angered behavior and that matter will be settled by the court.  
  

  Additionally, if our personal contact information was needed,  then why was it returned only after reports were filed.  The information appeared to be withheld purposely to be malicious, provoking, and mockingly defiant.  

  The matter with the police will be settled in court but the deposit should be due from the business and not by the bank. 

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