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:04/08/2025

  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 ordered two stair treads from them. They were shipped on 3/31/2025 and then it says "return to sender requested" on 4/1/25. Then on 4/2/25 it says they are being returned to sender. On 4/4/25 they were delivered to *******, ** where they were originally shipped from. They credited me the price of the original order, but did not credit me the $19.99 for shipping. I called the company and I was told that the *** attempted to deliver it three times and it was returned. I explained that was actually impossible based on my tracking information and they still refused to refund my shipping. I talked with "supervisor" *******, who only told me to stop yelling at her (I wasn't) and didn't help me at all or admit that I was right and this wasn't possible.

  Business Response

  Date: 04/17/2025

  Good morning-

  We are currently researching this particular order along with shipping errors of a return to sender (RTS) which was not issued by the manufacturer.   As of April 7th, 2025 a refund of $107.97 was issued back to the customer .  Please allow us 1-2 days to determine if further refunds are applicable.  Thank you kindly.

  Oak Valley Designs

• Initial Complaint

  Date:12/02/2024

  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.

  The worst online experience I've ever had. Overview: ordered stair treads and custom landings for our elderly dog in May and June. After several weeks had elapsed, I contacted them and found out the material was on back order and they kindly offered to send loaners. Great unexpected customer service! In late July, part of the order arrived (three boxes) but was fabricated in the wrong material, with the exception of one doormat. CS requested photos of each piece before sending return shipping label; sent those and filled out required online return form August 2nd. Repeat em and calls for the labels 8/15; was then told that I would need to return the loaner treads before a refund would be given. Single label arrived. Returned loaners and bought replacements locally since our dog was still with us.Was told material would not be available until late October, so declined remake of original order and was assured that custom order had not been fabricated, would be canceled and I'd not yet been charged. Received labels for wrong product and refunds of $819 on 8/21 and $295 on 8/29. September 19, email invoice for custom order arrived. Sent immediate reply that order had been canceled, do not ship any additional product and do not contact me again. Nothing further from Oak Valley but box arrived at our former address. In October, called three times re return shipping labels. Promised label, but was told any refund required manager's approval. October 28th, called and when the *** heard my name, the line went dead. Called back twice and no pick up on the company line, just vm option on the phone tree. Shipped the unopened box back on own dime for $138 since no label was forthcoming. *** tracking showed box arrived 11/4 signed for by *****************. On 11/21 emailed demand for refund of custom order ($586.99) by 11/25. No reply or credit arrived. Seeking a refund of $586.99 for custom order that was paid for 6/11/24, returned to Oak Valley Designs, received 11/4/24.

  Business Response

  Date: 12/10/2024

  Good evening-

  As owner of Oak Valley Designs, I have called ******** directly to apologize profusely for her extremely negative customer experience.  We will be issuing a full refund and providing any carpet stair treads she would like if indeed her home still has a need and if she would like them.  *********** is striving to build a team of quality customer service representatives and weed out the ones that provide a poor experience.  

  Sincerely,

  *** @ Oak Valley Designs

  Customer Answer

  Date: 12/10/2024

   
  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. ***, one of the owners, and I have spoken by phone today, 12/10/24, and she has promised to refund our order. She says she needs to work with one of her employees to learn how to issue a refund, but I believe that will happen soon.
  
  Sincerely,
  
  ******** ********-*****

• Initial Complaint

  Date:10/19/2024

  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.

  On 9/2/24, I ordered carpet stair treads from Oak Valley Designs. I have heard nothing about the order, only that it was placed. I have called, emailed and messaged on their ******** account hoping to talk about our order. Zero response to all. I just wanted an update about whether they received the order properly, was it in process, and how much longer will we wait for the order to arrive. The order involved 4 different sets of treads with different measurements to fit each of our staircases. Their ordering is handled through the Shop app, which I love. But my credit card was charged on 9/2/24 when the order was placed. Here I am 47 days later with no communication and no attempt to return my calls or messages.

  Business Response

  Date: 10/27/2024

  Good morning *******-

  Our sincere apologies for the experience endured with communication regarding your order with Oak Valley Designs.   It is important to our company that we provide customers with accurate lead times on our website.  Our lead time is 5-8 weeks after the order is placed with the exception of raw materials that are on back order.    This information can be found on our website in two locations; under FAQs and shipping policy.   
  

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

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

  An order confirmation email was sent on 9/2 and at that time raw materials were ordered and the order was successfully placed in the production que.  

  Sincerely,

  Oak Valley Designs

   

   

   

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22445950
  
  I am rejecting this response because:

  I understand that you have a lead time of 5 to 8 weeks.  There is a banner that pops up when a person places an order to that point.  We were fine with that.  I also understand that you don't send status updates to your customers.  Does that include not responding to their inquiries?  I strongly suggest you reconsider that business practice.  I called, I emailed and I sent a message via ******** messenger.  I can see someone posting to your ******** page multiple times a week.  Yet, I can't get a response to an inquiry.  

  I received an auto generated email saying my order was received.  I cannot refer to that email now ************************************************** on it's way to my doorstep.  Honestly, I was concerned maybe you all were victims of Hurricane ****** based on your location.  I went to ****** to try and figure out if your area was affected.  I was hopeful since I didn't see anything to lead me to that conclusion.  However, I came across your ****** reviews.  It was at that point that I/we became worried about our order.  As an experienced consumer, I am here to tell you, you are only as good as your worst review.  I don't look at the five star reviews.  I look at the one star reviews.  Like I said above, you need to reconsider your "no status update" business practice.  Wouldn't you rather have someone write "It took months to receive our product, but customer service was so very helpful in the process."  Check out ****** reviews.  That is not what they are saying.

  We would really like to receive your product.  We have been excited about it for awhile now.  However, we are now concerned if this issue gets worked out and receive it, we won't receive any customer service is something is wrong with it or we have a problem.  Can you ensure that our order is indeed in process and heading this way since we are in our 8th week?  Can you ensure that if we have an issue post receipt that you will be there for us and help us in a timely effective manner?
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/28/2024

  Dear *******-

  Thank you for your thoughts on best business practices and indeed we are taking many measures to better update our customers with communication touch points in the future.  Our company experienced tremendous growth in a short amount of time and we sincerely appreciate the patience of our existing customers while new strategies are being implemented.  You will be hearing directly from production shortly on the progress of your order.  
  

  Thank you kindly-

  Oak Valley Designs 

  Customer Answer

  Date: 10/28/2024

   
  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.  

  Is it reasonable to expect a complete resolution within 60 days?  Like I said before, we are excited about the product and are very happy we found this company.  I just expected a response when I reached out to inquire about our order, especially when I reached out using three different methods.  I completely understand that people are busy and its great that Oak Valley has received a bunch of new business.  

  I really hope we can have resolution and enjoy our new carpet stair treads soon.  I appreciate all the communication.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/17/2024

  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 ordered 14 steps of carpets almost 3 months ago I received an email stating it would here last week and still no order.

  Business Response

  Date: 09/30/2024

  Dear ******-

  We sincerely apologize for the lack of communication regarding the delay with your sisal stair tread order. Unfortunately, a supply delay from our carpet supplier has impacted production, but please know that we are working diligently to expedite your order and will ship it out as soon as possible. The classic sisal is a beautiful choice, and we are excited for you to receive it.

  Additionally, we noticed a second order for a matching landing, and we will ensure that it ships on time without further delay.

  Thank you for your understanding and patiencewe truly appreciate your business.

  Warm Regards,

  Oak Valley Designs

• Initial Complaint

  Date:04/11/2024

  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.

  I placed an order for custom stair treads and paid for the invoice ($1,082.77). The contract stated that they would ship this order within 4-8 weeks. I contacted them at week six and did not receive any response. I received an email at week eight that they are running behind orders and will ship within the next two weeks. I reached out after the two weeks and they did not respond. I have been following up since their last promise date and have not heard back from them. It is now going on an additional week since their last promise date and still no word when my custom order will be shipping. I am now concerned that this company is stalling with the hope to keep my money and NOT ship my order. Please help!

• Initial Complaint

  Date:03/28/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 01/16/24 I ordered adhesive stair treads from Oak Valley Designs (order #*****). I picked a style that I thought could ship in a week. However, that was a misunderstanding on my part, because only certain "quick ship sets" are available that fast. On 01/31/34 I messaged with ********************* from their business. She told me that the current lead times for shipping orders was 3-5 weeks. That would of had my order shipping by 02/20/24 at the latest. On 02/19/24 I emailed the company to see when the order would ship. I was told that they were running behind due to "unforeseen circumstances at the plant", but that it would ship in 2-4 weeks. That would have had my order shipping by 03/18/24 at the latest. However, I never received the order, and never heard from them. On 03/20/24 I emailed the company again, but got no response. On 03/28/24 I again emailed the company with no response.