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:11/30/2023

  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.

  We had furniture delivered from Decor Direct on November 24. The driver showed up high, smelling of marijuana and as he went back to the truck and returned to our home, the smell only intensified. Our paperwork has marijuana ***** in it as well. When I called the company, my calls were not returned in a timely manner. I emailed twice and was told by ******* that I could not speak with the owner or supervisor as one does not exist about my complaints.We were also told our chairs would be completed in 6 weeks, and upon questioning a date of fabrication, were told 6 months -as stated in the contract, which is distinctly different from what we were informed of the date of sale.I was basically scolded by ******* and it was insinuated that my husband and I are liars. We are disgusted by the lack of customer service and withholding of information, not to mention how rude and discourteous ******* has been. *** asked for my delivery fee to be waived and the future delivery to be free of charge and as Im forbidden from knowing who owns the company or speaking with a supervisor, I want additional funds off my bill.

  Business Response

  Date: 12/10/2023

  At Decor Direct, we take each review seriously and as an opportunity for improvement. Please express our sincere apologies to this customer for any inconvenience they may have perceived they experienced.

  According to our phone and email records, a manager promptly returned all phone calls and emails from the customer. In the multiple communications since the delivery, we have worked through trying to understand their concerns. Although we did not find that the customer's statements regarding the delivery were accurate according to our records, nonetheless the delivery fee for the custom order chairs will be waived as a courtesy.
  

  The prior delivery was already completed, and as evidenced by the delivery receipt which the customer signed, the delivery was received, inspected and accepted. As such, it is not subject to a refund for services rendered.
  

  Our records show that throughout the purchasing process, the same Decor Direct manager assisted the customers with making selections and writing up the orders. Regarding the custom chairs, the 6 month time frame for fabrication was throughly discussed at the time of purchase by the manager and the customers. They decided to wait to get the custom chair they preferred. The 6 month time frame is also clearly stated in bold text on the front of the invoice, and the customer reviewed and signed the invoice agreeing to this timeline and terms of sale.
  

  Thank you for your time.