Complaints

This profile includes complaints for Antique Farm House, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Antique Farm House, Inc. has 2 locations, listed below.

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  Antique Farm House, Inc.

  360 Central Ave Ste 800 Saint Petersburg, FL 33701-3984

• 

  Antique Farm House, Inc.

  1375 Bridge Rd West Chester, PA 19382

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:12/08/2023

  Type:Delivery 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.

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

  Business Response

  Date: 12/08/2023

  Sorry we have not filled your orders as quickly as you expected. We do advertise 15 business days to process orders (excluding weekends and holidays). We got slammed with holiday orders and were working 10 hour shifts + weekends to get all the orders out on time.  I do see that our customer service has replied back to all your inquires in a timely manner.  

• Initial Complaint

  Date:11/17/2023

  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 an item on 10/31/23 from the seller's website. On 11/3/23 I received an incorrect item. I immediately emailed the customer service department with photos and all the details. On 11/7/23 I received and email that they replied that they would be getting me the correct item shipped and the tracking number once it shipped and that was the last time I have heard from them. No further communications. I have emailed, submitted online requests, messaged on ********* Nothing. I purchased this item and needed it for a specific event. I just want a reply and confirmation that I am getting what I paid for. The customer service department is terrible. They won't answer the phone and there are multiple people complaining of similar situations online.

  Business Response

  Date: 11/21/2023

  We hate to hear that you have had such bad luck with us!  I apologize that your experience has been a tough one.
  
  It is my understanding that our customer service staff has responded to all of your inquiries quickly. It looks like you were not receiving our emails. We have since been in contact and looks like everything has been resolved. We appreciate your business and hope that you will give us another chance soon.

• Initial Complaint

  Date:04/25/2023

  Type:Product 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.

   
  Complaint: 19974506
  
  I am rejecting this response because:  I should not have to provide pictures for an item I am not happy with and want to return.  I said it was too small and I could not use for my intended purchase.  I simply want to return it.  It isnt damaged.  It just is t large enough and baskets sit uneven which doesnt work what I wanted the item for.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/26/2023

  I'm sorry you are not happy with the Woven Bamboo 2 Tier Server that you received. We have no problem with you returning the basket for a refund. We just ask for photos to show if the item is defective or is shipping damages. So we know how to move forward with filing a claim. We have processed a full refund back to your original form of payment. Please know we will always make things right with you when you receive a damaged or defective item. 

  Business Response

  Date: 04/30/2023

  I'm sorry for the misunderstanding.  I have sent you a prepaid label via email and processed a full refund.  

  Customer Answer

  Date: 05/01/2023

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

• Initial Complaint

  Date:04/03/2023

  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 ordered a chandelier that was listed on their website as 40 inches for $15.00. Order number Order Number: #***********. They listed it as $15 in error and changed the price after I completed my purchase to around $400, then they canceled my order saying it was a pricing error. The error is their fault. It was listed as $15 and I paid the $15. There are several lawsuits and case precedents for things like this in the legal system, that regardless of their error, they should honor the price listed. Yes, they corrected their error after the fact, and that effects future purchases, but for the ones that were purchased under the $15 price, it should be honored. I totally get that they don't want to lose profit, but as a customer, I am not the one who listed it as $15. Someone from their staff did.

  Business Response

  Date: 04/10/2023

  We are so sorry to hear that your experience with our company has not met your expectations. This was a honest mistake on our end. My deepest apologies for any inconvenience we have caused you. We hope that you will give us another opportunity to do better in the future. We would appreciate your business!

• Initial Complaint

  Date:11/08/2022

  Type:Delivery 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 made an order esrly last week I believe on or around November 1st or 2nd. I received a confirmation email immediately. I have not yet received any info on the package being sent or when I should expect it to be mailed or tracking info. I've emailed them a few times and just get a response that a "ticket" is created but nobody actually responds to me. Today I tried to call their number and it goes directly to voicemail so I left a message. With all the scam sites this time Of year I'm just kind of concerned and worried I haven't at least heard something.

  Business Response

  Date: 11/08/2022

  Sorry we have not filled your order as quickly as you expected. Our item listings all note that it takes 15 business days to leave our warehouse. We do our best to keep our prices low so it will be worth the wait. I apologize if you did not receive the responses from our customer service representatives. I do see they responded to your inquires the same day. Please check your spam folder as it may have landed there. If it did, please add *********************************** to your address book so our emails (including shipping confirmations) are not blocked going forward.

• Initial Complaint

  Date:10/13/2022

  Type:Delivery 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 placed an order with Antique Farmhouse on 09/15/2022. I have messaged them with no reply back and did manage to obtain a phone number for them but no answer. My order still says processing and it is passed the 15 day shipping out period they gave.

  Business Response

  Date: 10/19/2022

  *****, We are so sorry your experience with us was so disappointing! I do see where your reached out to customer service several times and each emails one of our customer service representatives replied right away.  There was an unexpected delay in receiving the shipment from our vendor cause a delay in shipping your order. I do see where your order was delivered on October 15th. I am sorry for the delay, but hope you love your item and that it was worth the wait.

• Initial Complaint

  Date:10/06/2022

  Type:Delivery 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 made a first time purchase from their online store on May 6, 2022. When the box arrived, 3 of the 8 items were damaged and broke. I contacted the company by email and they requested the order #, SKU#'s and photos which I then provided. They asked if I wanted the items replaced and I said no, I would prefer reimbursement on my credit card, because the items had been so poorly packaged I feared it would happen again. They emailed back on May 10 that they acknowledged my request and a 'ticket' had been created. I waited until June 18, still no reimbursement, and emailed them again. then again on June 20. They replied with same story of acknowledgement and a 'ticket' being created. I emailed them again on July 27 with a very strong note that I was going to have to take measures and then again August 2, no response . I had to make an out of state trip to the ********************/********** for medical issues and was gone almost 3 wks, when I returned, still no response . I've sent 7 emails, waited 3 mths. I have to go out of state again for my daughter's wedding and would be so relieved to have this issue resolved. The order # was ***********. Damaged 3 items SKU's= 42W-73052,$36.00 and 42W73053,$76.00=$112.00 +tax. I hope you can help, it's now the principle. I ordered in good ************ you, ************************ *************

  Business Response

  Date: 10/07/2022

  Sorry to hear you had a bad experience with us. Our customer service agents did respond to all your emails right away and for some reason you did not receive them. Since then, we have spoken on the telephone and believe an amicable solution was reached. Thank you so much for allowing us the opportunity to make things right!

• Initial Complaint

  Date:08/11/2022

  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.

  On July 11, 2022, I placed an online order from Antique Farmhouse. Only this week, I finally received the bulk of the order only to open the boxes and find crushed, destroyed, damaged items due to a lack of proper packaging. I immediately snapped a few pictures of items to share with Antique Farmhouse and I communicated with Kaelin via e-mail. I requested a refund of the items and I invested my own, personal time to carefully pack up the broken items with styrofoam and bubble wrap to ship the items back to Antique Farmhouse. I have asked for the return procedure, I have requested a shipping label and offered to take the box to UPS myself, I have e-mailed more than once and I called and left a voicemail at a number I located online for Antique Farmhouse. I have not heard back from Kaelin nor from Jen despite my continuous attempts. I am going to be traveling away from home within the next few days and I will be gone most of September. I have told Antique Farmhouse this concern via a-mail more than once and need to resolve this matter before it is too late.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We hate to hear that you have had such bad luck with us! Our ever changing mix of products poses a safe packing challenge but one that we typically do a better job facing. I apologize that your experience has been a tough one.
  
  It is my understanding that our customer service staff has responded to all of your inquiries quickly. You were refunded. We totally understand how hard it is to wait and we will do everything we can to rectify the situation for you.
  
  Your feedback is appreciated and your concerns will be addressed with our team. We appreciate your business and hope that you will give us another chance soon.