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:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The towel warmer does heat up, but it does NOT actually warm the towels. The product is flawed, and the company should take the item back for a refund. I dont want the product as it is useless.

  Business Response

  Date: 10/29/2024

  To whom it may concern,
  
  Hope you are doing well.
  
  We find customer's (****** *******) claim 1) unwarranted in stating that the towel warmer does not heat up and 2) subjective in claiming that the towels do not warm up to the their liking.
  
  Please see below 1) a detailed overview of the turn of events as well as 2) our remarks regarding customers unwarranted claim thereafter.
  
  DETAILS OF EVENTS & EXCHANGES WITH THE CUSTOMER
  
        10/01/2024: Customer (******* *******) placed an order for an *** Towel Warmer in White (Order# *****) on ****************************. Value $494.15 ($424.15 + $70 shipping).
        10/06/2024: Item delivered ****** tracking 727625866582)
        10/11/2024:
         o   Customer filed a claim that the towel warmer is installed, heats up, but does not heat up their towel to the level they had wished for
         o   Customer provided a video in which they clearly state that the towel warmer heats up but does not heat up their towel to their liking
         o   Multiple back and forth exchanges with the customer explaining the situation, reconfirming the accurate functionality of our product as per                    industry standards (******F), how a full refund cannot be honoured as customers claim is subjective and unwarranted, yet reiterating our                      openness to find a resolution, including the possibility of sending a replacement, to ensure they are happy with their experience
        10/11/2024: Customer filed a complaint claim with ********************
        10/15/2024: Customer filed a charge-back with their bank (AMEX)
  
  
  IB MIRROR'S RESPONSE TO THE CUSTOMERS UNWARRANTED AND SUBJECTIVE CLAIM
  
        Customers claim is unwarranted and subjective; it is an unsupported claim in stating that the towel warmer is flawed and useless. This is evidenced through their email and video communications with us, where they clearly state that the towel warmer is totally functional and heats up, just that it does not heat up their towels to their liking.
        The *** towel warmer is UL certified and meets the industry standards of ******F.
        Every single towel warmer unit goes through rigorous testing before leaving our factory/warehouse.
        The *** towel warmer has been one of our most popular towel warmer designs on our website, e-commerce vendors as well as the big-box store websites since its addition to our line-card in 2019.
        Most importantly, we have not received a similar complaint/concern from any of our customers regarding the uselessness of the product as labeled by the customer.
        As communicated with the customer, as we are not aware of customers setup and their expectations as to how warm should a towel warmer heat up to, it would be unfair to question the functionality of the towel warmer and claim that it is flawed and useless.
  
  
  Please note that customer satisfaction is paramount for our company, we operate and run our company with the strictest code of conduct and always prepared and willing to ensure our customers are happy with their experience.
  
  That said, as suggested to the customer in our previous exchanges, we are open to working with them in finding a resolution that is mutually beneficial for both parties.
  
  However, providing a full refund for a product that is fully functional and without concert evidence proving its defectiveness would not be fair to our business.
  
  Thank you for your time and please let us know if actual copies of email communications with the customer (****** *******) will be required to be submitted to BBB.
  
  Regards,
  IB *********************** Team

  Business Response

  Date: 10/29/2024

  Hello,

  Hope you are doing well. 

  In addition to the evidence submitted in our response, please note that we have concrete video from the customer clearly stating that the towel warmer in fact heats up and it's functional but does not heat up the towels to the degree they are looking for. Unfortunately, however, your platform does not allow attached .MP4 files. If necessary we will be happy to submit the video separately.

  Thank you for your attention to this matter and please let us know if any additional information is required.

  Thank you

  IB *********************** Team

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22412658
  
  I am rejecting this response because:the towels dont heat up at all. The bars are infective. The whole unit would need to be encased in order to warm up the towels. The company refuses to comprehend just because the bar warms up, it doesnt actually warm the towels as per the towel warmer.  We just wanted to return the product per your return policy of 15 days. This company is a complete scam, and they offer products that are garbage. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/12/2024

  To whom it may concern,
  
  Hope you are doing well.
  
  We would like to reiterate that customer service is paramount for our business and we are open to finding a resolution that is mutually beneficial for both parties, but unfortunately the customer only appears to be interested in getting a full refund for a product that is functional and heats up, as evidenced in their communication with us (email and video).
  
  As communicated previously however, providing a full refund for a product that is fully functional and without concert evidence proving its defectiveness would not be fair to our business.
  
  Please note that the customer has already filed a charge back with their bank on 11/15/2024, where we have also provided the necessary evidence from our side. As such, the decision as to whether the charges should be refunded lies with the bank and not our company.
  
  Should the bank rule in customers favour, the full amount will be automaticity refunded to the customer by their bank. Should the bank decide in our favour however, please rest assured that we will remain committed to ensuring the customer is happy with their experience by offering them additional discount/credit for their future purchases.
  
  Thank you for your time and please let us know if actual copies of email communications with the customer (****** *******) will be required to be submitted to BBB.
  
  Regards,
  IB *********************** Team

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22412658
  
  I am rejecting this response because: your company has NO interest or intention to work with the customer. The product like I said from the beginning does heat up on the wall, it however does NOT actually heat, warm or improve the temperature of the towels. The whole purpose of a TOWEL WARMER, is to WARM the towel. The product is ineffective and useless. I requested with in the 15 day return period to RETURN the product. I did file a charge back, as I told your customer service team member would happen. I stated this in an email and over the phone. Your company knew this as soon as you refused to honor your 15 day return policy. Your policy states,  you have 15 days from receipt to return to us. I tried to do this, and was rejected. Your company is a scam, and I only hope and pray no one else falls victim to your shady practices. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/02/2024

  To whom it may concern,
  
  Hope you are doing well.
  
  As communicated previously, providing a full refund for a product that is fully functional and has been one of ongoing top sellers for our company since its introduction in 2019 without concrete evidence proving its defectiveness would be unfair to our business.
  
  As previously explained, the situation is out of our control at this stage as the customer has filled a charge-back with their bank. As of today 12/02/2024 our payment processing system is showing 44-days until the verdict is submitted by **************. Should the bank decide in customers favour, the funds will be reimbursed back to the customer in full. Should the bank decide in our favour however, as explained in our previous response, we will remain open to working with the customer by offering them additional discount/credit for their future purchases.
  
  Most importantly, we disapprove of the customers unfair, vulgar and aggressive tone and language in these communications. As evidenced through our submitted email communications as well as the most recent exchanges through BBBs platform, we have remained understanding, respectful and open to finding a mutual beneficial resolution while the customer has continued their attacks and ill wishes for our business in their responses. As such, we would like to request BBBs mediation as do not feel comfortable enduring customers unfair and aggressive attack on our business.
  
  Please note that customer service remains paramount for our business and we will be delighted to assist the customer further once their bank has communicated their verdict.
  
  Thank you for your time and support throughout this process.
  
  Regards,
  IB *********************** Team

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22412658
  
  I am rejecting this response because: I have nothing more to say, the company keeps saying the same thing over and over again. Nothing was vulgar, or untrue in what I stated. The company doesnt stand behind their return policy, and they are trying to do everything to get around it. The company is clearly Very poorly run, to think that they can produce a product, that is ineffective and wont have upset people when they refuse to accept the return per their policy. Please cease communication with me. I have nothing more to say. The product is ineffective, which is the end of the story. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/17/2024

  Hello,
  
  Hope you are doing well.
  
  As communicated previously, we disapprove of the customers continued unfair, vulgar and aggressive tone and language in these communications as well as our social media platforms.
  
  As such, we would like to request BBBs mediation as do not feel comfortable enduring customers unfair attack on our business.
  
  As previously discussed, from our side, there is nothing we can do until the final verdict is submitted by ************** on the charge back amount. As of today 12/17/2024 29-days is left until a verdict is submitted. Once the verdict is received, we will be open to assist the customer and find a fair and mutually beneficial resolution.
  
  Thank you for your time and support throughout this process.
  
  Happy ******************************************************* Team

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22412658
  
  I am rejecting this response because: the company is still refusing a return  of this item per their 15 day return policy 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/07/2025

  Hello,
  
  Hope you are doing well.
  
  Once again, we disapprove of the customers continued unfair and incorrect claims. As depicted through our customers over the past decade, customer service is paramount for our business and we honour our return policy under the terms communicated with the customers on our website (****************************************), through our purchase confirmation email as well as our tracking email.
  
  Unfortunately, however, as per previous communications, not only had the customer installed the product, which annuls the return policy as per the rules of engagement, they have also made false and subjective claims that the product is defective, whereas they have clearly mentioned to us in their written communications that the product work, just not to their subjective level of satisfaction versus industry standards.
  
  As explained in multiple occasions below, there is nothing we can do on our end at this stage until the final verdict is submitted by ************** on the charge back amount. As of today 01/07/2025 8-days is left until a verdict is submitted. Once the verdict is received, we will be open to assist the customer and find a fair and mutually beneficial resolution.
  
  Thank you for your time and support throughout this process.
  
  Regards,
  IB *********************** Team

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22412658
  
  I am rejecting this response because:

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

  Customer Answer

  Date: 01/07/2025

  The return policy on the page that we purchased the item just says returns accepted with in 15 days of receipt. If you go into the faq they go into more details on if its installed it wont be returnable. Which, seems unfair. How do you know if the item(s) work if they are not installed. We contacted the company in a timely manner. We wanted to return the product. We dont want to keep a product that doesnt preform the work it is intended for. Its not a preference thing. The towel bars do in fact not warm the towels. 

  Business Response

  Date: 01/28/2025

  Hello,
  
  Hope you are doing well.
  
  Please note that customers bank (****) has resolved this dispute in our favour and the claim has been closed as of January 16th, 2025. Please see photo attached.
  
  Based on the evidence provided exchanges with the customer, photos, rules of engagement communicated with the customer, and proof of delivery customers bank has also deemed this claim to be unwarranted, subjective and unjust.
  
  As previously suggested however, customer service is paramount for our company, and we always look to find fair and mutually beneficial resolution to customer claims. As such, we remain open to offering customer a discount for their future purchases to ensure they are happy with their experience.
  
  Please note that the customer remains in possession of a fully functional item that is currently installed in their bathroom and working as per industry standards.
  
  That said, we consider this case closed and can only hope that BBB does the same as given the clear evidence provided, 1) even the customers own bank has decided in our favour and 2) this case has been going back and forth since October 29th, 2024.
  
  
  Thank you for your time and support throughout this process.
  
  Regards,
  IB *********************** Team

  Business Response

  Date: 01/28/2025

  Hello BBB Team, 

  Hope you are doing well.

  As evidenced through our last 6 communications since October 29th, 2024, customer's claim is subjective and unjust.

  This was confirmed by the customer's own bank's decision to resolve the charge-back dispute charges in our favour given the evidence provided to them - exchanges with the customer, photos, rules of engagement communicated with the customer, and proof of delivery.

  As explained previously, customer is in full possession of a fully functional item that they continue to use since October 6th, 2024 and continue to claim that the product is not functioning to their "subjective" level of satisfaction, whereas our product objectively meets the industry standards. Furthermore, the product the customer has purchased continues to be one of our popular models and continues to sell without any objections since 2019.

  We are a small company with limited resources and as we are sure you'd agree, we do not have the resources to spend extended hours on the back and forth with customers on such unwarranted cases, where the evidence are clear in our favour from the onset.

  As such, we can only hope that you understand our position and, similar to the customer's own bank (****), close this case.

  Rest assured that customer service is paramount for our organization and we remain open to offering this customer a discount for their future purchases.

   

  Thank you for your support and understanding

  IB *********************** Team

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22412658
  
  I am rejecting this response because: the towel warmer still doesnt work. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/20/2025

  Hi ******,

  I have taken over this case, as the individual handling this specific case is no longer with the company.

  I would like to speak to you personally.

  You can reach me at ********************** Please email me tomorrow and we will setup a time to talk.

  Much appreciated.

  Raffi

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  I would like to close this complaint, the company has offered me a return and refund. Thank you. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/28/2023

  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.

  Hi, they shipped me a mirror that was broken and the mirror doors are from a different model where the doors don't fit with hinges from 2 diff countries...***** and German. Also the mirror door is on the reverse where it clearly doesn't belong. I contacted them several times but they refuse to help me as it was passed the 14 days window. I did a complete remodel of my bathroom and there was delays as this happens with construction. They knowingly shipped me a bad product that doesn't match or belong. I find it also very shady how they have different business names. IBMirror and Paris mirror... I need your help as this was an expensive mirror. that I am out due to a shady company that sells bad products. I have a video that clearly shows but I am unable to upload as the file is too big. If there is an email or link that u can send me so that I can send it?

  Business Response

  Date: 01/10/2024

  To whom it may concern
  
  Hope you are doing well and Happy New Year
  
  Unfortunately, there are several false and incorrect remarks and information provided in this claim. As such, we find customer's (*************************) claims unwarranted and baseless.
  Please see below 1) a detailed overview of the turn of events as well as 2) our remarks regarding customers incorrect claims thereafter.
  
  DETAILS OF EVENTS & EXCHANGES WITH THE CUSTOMER
  
  *10/18/2023: Customer (*************************) placed an order for a Cabinet Galaxy 60 x 28 3000k (Order# *****) on www.ibmirror.com. Value $1,791.75 ($1491.75 + $300 shipping).
  *10/23/2023: Item delivered ****** tracking 637046354655)
  *11/28/2023: Customer submitted a "damage during transport" claim including photos on for two broken doors. As per our terms of engagement, clearly stipulated in the purchase confirmation and tracking ID emails communicated with our customers, customers have 14-days to submit damage claim, in this case 11/06/2023, where customer was notified that a claim could not be issued as the 14-days had passed and we had no recourse with the carrier.
  *11/28/2023: Customer was offered to buy two replacement doors for $400 as the rest of the cabinet was intact. Customer refused to purchase the replacement doors and instead chose to buy a new cabinet for $1791.75 (item $1491.75 + shipping $300)
  
  *11/30/2023: Customer (*************************) purchased a Cabinet Galaxy 60 x 28 3000k (Order#9C1F22DF-0001) on www.ibmirror.com. Value $1,791.75 ($1491.75 + $300 shipping).
  *12/05/2023: Item delivered ****** tracking 637046364597)
  *12/11/2023:
  =>Customer submitted a new similar "damage during transport" claim for two broken doors, including photos for two broken doors, however requesting for a full-refund.
  =>As the customers claim was well within the 14-day window, our team reviewed and analyzed the evidence provided and noticed that customer had submitted the exact same two photos (same snapshot, same angels, same items/individuals in the reflection of the mirror) as they had for the first claim.
  =>Though this claimed appeared as a potential false-intent on behalf of the customer to recuperate the money they had paid for the purchase of the second mirror, our team proceeded to communicate our findings with the customer.
  *12/12/2023: Customer was told that the pictures/evidence provided for order#9C1F22DF-0001 were exactly the same as the ones provided for the original order# ***** and we requested for relevant specific photos of the supposed second mirror delivered damaged.
  *12/12/2023: Customer refused to provide relevant photos and threaten to take it up with the BetterBusinessBureau
  *12/12/2023: Customer was provided a break-down of the events similar to the details provided here and advised that their claim as it took then, with the exact same photos/evidence as the first claim, will not be warranted, and they have until 12/19/2023 to provide new/appropriate evidence supporting their damage during delivery claim, where we would be happy to address the issue as per our terms of warranty.
  
  As expected, unfortunately, customer (*************************) never replied to our last email inquiry and did not provide relevant evidence and, as evidence here, selected to work through BBB.
  
  
  PARIS MIRRORS (www.ibmirror.com) RESPONSE TO CUSTOMERS FALSE CLAIMS
  
  ****** Mirror *** is the registered name of the organization while www.ibmirror.com is the e-commerce arm of ***** Mirror.
  All of our companys products are made at our factory in *****, we have no products made in ******* and it is physically impossible to mix-match the cabinet doors on our products due to their design and size.
  *Customer falsely claims the door is on reverse where it clearly doesnt belong. Though we are not confident what that sentence implies, our cabinet doors have hinge caps on one side of the cabinet door only, so it is physically impossible to have a door mounted on reverse. Secondly, the customer had experience/noticed an issue with the design/functionality of the products, we question why there were no indication of such claims in customers communications with us? As evidence in above, customers inquiries were solely centered around damage claims on delivery.
  *Customer falsely claims they have tried several times to contact us but we refused to help. This is false as we have the full record of our exchange with the customer and the summary of the exact dates and content of communications have been provided above.
  
  *Customer falsely claim we knowingly shipped them a bad product. We have been proudly in business for over 10-years, customer service is paramount for our organization and this is evidence through our B2C (www.ibmirror.com), big-box-store ******** Wayfair, Lowes, HomeDepot, **** Club, etc) and trade (100+ distributors/resellers, ****+ showrooms, *****+ designers/builders/contractors) customers and partners continued business over the past 10-years.
  
  In closing, we find customers (*************************) claims incorrect and baseless and, based on the evidence provided by the customer, an unlawful attempt in recuperating the amount of $1,791.75, which paid for the purchase of the second cabinet mirror, with the hopes of making up for their first purchase, where they were late in submitting a damage-claim for their first purchase.
  
  Please note that customer satisfaction is paramount for ***** Mirror, we operate and run our company with the strictest code of conduct and strongly condemn unlawful and fraudulent business practice.
  
  Thank you for your time and please let us know if actual copies of email communications and evidence provided by customer (*************************) will be required to be submitted to BBB. Please note that BBB's system did not allow to submit the 6x photos we tried to attach to this email showing the exact same photos customer submitted as part of their claim in both attempts.  We will be happy to provide them separately if necessary.
  
  Regards,
  IB *********************** Team

• Initial Complaint

  Date:09/27/2023

  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 purchased a towel warmer in 2020 from Wayfair. The towel warmer has a 5 year warranty from the manufacturer. The towel warmer recently stopped working, I contacted the manufacturer to have it repaired or replaced and they will not honour their warranty because it was purchased from Wayfair. Wayfair does not have a warranty on this item.

  Customer Answer

  Date: 09/27/2023

  Please see attached correspondence with ******* regarding the warranty on the item purchased.

  Business Response

  Date: 09/27/2023

  To whom it may concern at BBB, 

  Hope you are doing well. 

  As communicated with the customer, as per our rules of engagement between our company and Wayfair, since the product was purchased through Wayfair, warranty claims must be submitted to them directly, where ******* will contact us for the subsequent steps. As we do not have access to customer information we need Wayfair to validate the customer, the transaction and the issue in-hand before we can discuss the next steps.

  Please rest assured that our team will be delighted to look into and address the situation once the customer information, transaction details and the issue in hand have been validated and communicated with us from Wayfair's customer service team.

  Thank you for your time and we look forward to finding a suitable resolution to this situation once the relevant information has been received.

  Have a great day!

  Thank you,

  IB Mirror Team

   

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20657882
  
  I am rejecting this response because:
  
  The company is not being honest. They told me there is a 1 year warranty on the item through wayfair which is not true. 
  

  ******* replied to my warranty request and said I could no longer return the item. See attachment.

  The manufacturer has all my contact information and I also provided my proof of purchase. They received all the information they need to process my claim. They are refusing to honour their warranty.

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

  Customer Answer

  Date: 09/27/2023

  I am not sure if my attachments went through. 

  Business Response

  Date: 09/27/2023

  To whom it may concern at BBB,

  As mentioned in our previous communication and in multiple attempts to the customer, as per the terms of our agreement with Wayfair, all warranty claim for transactions/purchases completed through Wayfair (and all other e-commerce partner) website, we request the warranty claim to be initiated through their respective support team directly.

  We have not engaged in a business transaction and have not received any sums of money from this customer and therefore cannot deal with warranty claim directly. It is the customer's responsibility to file their claim with ******* from whom they have purchased the item.

  Furthermore, there is no dishonesty on our end. As previously communicated with the customer (see attached), we have a 1-3 year warranty agreement for different products listed on Wayfair's website, according to which, customer's product warranty has expired. Nonetheless, we have suggested that the customer reaches out to Wayfair, and let ******* contact us to discuss the possible options. Wayfair may choose to give customer credit, they may choose to buy a product at a discount from us and offer it to the customer free of charge, etc...

  We understand this is not the ideal answer the customer would like to hear but, we need to respect our rules of engagement with Wayfair. Irrespective of the duration of the warranty, we need to follow and respect the guidelines and SOP's between our company and Wayfair. As such, we hope you understand that will not be able to address this issue directly with the customer. 

  Thank you for your time and we look forward to resolving this issue through Wayfair's customer support team as soon as possible.

  Thank you,

  IB Mirror Team

  Business Response

  Date: 09/27/2023

  Responding here just in case as well to ensure the communication is clear

   

  To whom it may concern at BBB,

  As mentioned in our previous communication and in multiple attempts to the customer, as per the terms of our agreement with Wayfair, all warranty claim for transactions/purchases completed through Wayfair (and all other e-commerce partner) website, we request the warranty claim to be initiated through their respective support team directly.

  We have not engaged in a business transaction and have not received any sums of money from this customer and therefore cannot deal with warranty claim directly. It is the customer's responsibility to file their claim with ******* from whom they have purchased the item.

  Furthermore, there is no dishonesty on our end. As previously communicated with the customer (see attached), we have a 1-3 year warranty agreement for different products listed on Wayfair's website, according to which, customer's product warranty has expired. Nonetheless, we have suggested that the customer reaches out to Wayfair, and let ******* contact us to discuss the possible options. Wayfair may choose to give customer credit, they may choose to buy a product at a discount from us and offer it to the customer free of charge, etc...

  We understand this is not the ideal answer the customer would like to hear but, we need to respect our rules of engagement with Wayfair. Irrespective of the duration of the warranty, we need to follow and respect the guidelines and SOP's between our company and Wayfair. As such, we hope you understand that will not be able to address this issue directly with the customer. 

  Thank you for your time and we look forward to resolving this issue through Wayfair's customer support team as soon as possible.

  Thank you,
  IB Mirror Team

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20657882
  
  I am rejecting this response because:

  1) Wayfair told me the window to return the item is 30 days and they cannot do anything more.

  2) Wayfair confirmed the warranty is 5 years with the manufacturer. 

  3) When the return window with the retailer has expired the warranty lies with the manufacturer. 
  

  Who is the manufacturer of this item?

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