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Business Profile

Furniture Stores

Casual Line Corporation
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:05/07/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased replacement slings February 7, 2025 for outdoor patio chairs per their measurements. They did not fit. Company requested I return them for a refund which I did in February. They stated in an email at the beginning of April I would receive a refund. I have emailed several times asking where my refund is. Yesterday they responded to an email that they would give me the refund when they got around to it. This is unacceptable and very poor customer service.

    Customer Answer

    Date: 05/07/2025

    After telling this company I was going to report them to the BBB I just now received a confirmation of my refund and an apology for it not being handled properly. Thank you for your help. Hopefully this company will now be more considerate and responsible when contacting customers. 

    *** ********

  • Initial Complaint

    Date:08/05/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 Casualine on June 4, 2022 for 2 replacement slings for chaise lounge chairs with 2 pieces for each chair. I emailed the company on July 15, requesting an update on order as it had been 6 weeks. I am certain I received a reply, then the slings were received on July 19. Upon trying to install the slings, the top pieces were too wide and the bottom pieces were too narrow. I sent the company an email and received no reply. There is now no record of my sent email in my system, nor is there any reply to my my previous email. The only contact I am showing from them is the receipt of my order in June. My order # was ***** for $173.98.

    Business Response

    Date: 11/01/2022

    Business Response /* (1000, 20, 2022/10/14) */
    ***Document Attached***
    Sorry for the delayed response: The only email we have from this customer is a status request which was sent on 7/15/2022 at 11:38am we emailed back 07/17/2022 11:32 indicating her order was due to ship that week the order actually shipped 7/15/2022 (we showed still open on 7/17/2022 when we emailed) & we have no further emails or notes indicating there were any issues with the slings we do offer free adjusting we will forward her phone number/email to that department so we can get this problem resolved.


    Consumer Response /* (2000, 22, 2022/10/18) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I have received an email from American Cushion offering to return the slings to be readjusted to fit. Hopefully, the situation is being resolved. Thank you for your assistance in this matter.

  • Initial Complaint

    Date:07/25/2022

    Type:Billing Issues
    Status:
    Resolved
    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 replacement cushions for Azalea Ridge swivel dining chairs on June 1, 2022 and paid $535 for the replacement cushions. The only thing the company got right on my order was my credit card number and charged me twice for the cushions. They refunded one of the charges. I was told I would get an email confirmation for the order which never arrived in my email account. I had to call the company 3 times on June 6, 2022 for them to get the address correct, email correct, and send me confirmation of the order.
    I received the cushions on July 23 via ******* The cushions are not the correct size for the Azalea Ridge swivel chairs. I sent 2 emails to their email address at [email protected] with photos showing the cushions I received next to the original cushions that came with the furniture. On Monday morning July 25 I called their phone number when I didn't get a response to my emails. I spoke with a female who claimed to be "one of the managers". She was rude, asked me to measure the cushions I received and send to her and claimed they have been making these cushions for years. I told her as I stated in the emails I sent to them that they had my $535 for 7 weeks and sent the wrong size cushions and I expected a refund today and FedEx to be scheduled to pick up the cushions. She was rude and said I'd hear from someone about FedEx picking up the cushions, cut me short and hung up on me. It has been 5 hours since I spoke with her and have not received a follow up from the company nor a refund on my credit card.
    American Cushions needs to refund my money immediately since they are not capable of making cushions to fit specific furniture as they claim.

    Business Response

    Date: 08/12/2022

    Consumer Response /* (2000, 6, 2022/07/28) */
    Merchant refunded my money. They used my $535 for 8 weeks and couldn't produce what they advertised and claimed could produce. The excuse was they didn't know if it was a production issue or if their template was not accurate, but regardless they wasted my time and used my money.

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