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Business Profile

Unfinished Furniture

Wood You Furniture

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Unfinished Furniture.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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 type

  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 hutch from Wood You Furniture of Jacksonville late last year. The item had a gash in the base when I went to check progress of their stainin* however I was told it would be buffed before delivery. My request for an alternate piece was denied but at that point I had already paid the deposit. Then I asked for all edges to be rounded. I was assured they would be. After delivery I noticed defects includin* the fact that the top piece did not have rounded edges as agreed. The cabinet doors slammed and the left drawer was not closin* properly. I alerted the Wood You franchisee/owner ******* The communication lagged significantly and it was months before she sent her associate '******' to to inspect. ****** did not repair the item satisfactorily, was very brusque and sloppy while performin* the in-home appointment, advised he only has a basic skillset and is not a repair person by trade/formal trainin* and left the drawer still uneven and askew when compared to the right drawer. Although this is a brand new piece I was told to consider orderin* magnets from ****** to repair doors myself in future. A stray hole in the piece was ignored. Calls to merchant were not returned. Via e-mail I was told '******' informed the owner I hadn't allowed him to do the repair (untrue) and there is nothin* more to do. They insinuated it's the level of my floorin* and denied defects.

    I would like a refund of half the cost of the item and/or the two middle installment payments totalin* ~$*,600. I don't expect to buy somethin* that is supposed to be brand new, cost thousands of dollars and be ordered with a custom request that then is problematic. Request was unfulfilled, damages that are patched, stray unexplained holes ignored, poor in-home conduct for an appointment and refusal to communicate thereafter deemed acceptable.

    Customer Answer

    Date: 12/19/2023

    The address I have for this establishment per a Google search includin* a picture of their shop is:

     

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

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

    Business Response

    Date: 12/21/2023

    Ms. *******

    I have attached my response. Please notice that this customer has already made a complaint with FDACS and they are currently mediatin* this issue. It wasn't until Mrs. ****** got my response letter statin* that we have never had a complaint with FDACS or BBB since we have been in business, that she decided to send a complaint to the BBB as well. Does this issue require mediation with two different agencies?

    Thank you so much for your time.

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

    Customer Answer

    Date: 01/07/2024



    [To assist us in bringin* this matter to a close, you must give us a reason why you are rejectin* the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejectin* this response because *. Wood You of Jacksonville has demonstrated dishonest business practices further demonstrated by their responses to the BBB 2. The facts on the record are clear:  A. The custom work requested was NOT completed prior to delivery, nor addressed after reportin* the observation.  This fact can be easily proven at any time and pictures were already provided as evidence B. Wood You accepted full payment for incomplete work C.  An in-home appointment was ineffective and their service tech admitted lack of anythin* more than basic qualifications to execute a repair -he clearly was unable to produce the required outcome with the backdrop of an item that was fundamentally defective D. Wood You has avoided accountability and refused to provide a partial refund E. The item is faulty in multiple areas as referenced in the original complaints and supported with photos.  F. The item's faults were reported upon discovery, yet Wood You's response was verifiably slow/demonstrated reticence to rectify and now they're harpin* on a signed delivery form and other irrelevant references as their defense G. Their greed apparently supercedes ethics, professionalism, customer service and customer lifetime value and finally, H. The leadership is not settin* a good example for the brand or employees


    Regards,


    * ******






Wood You Furniture is NOT a BBB Accredited Business.

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