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:08/17/2022

  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 11/20/21 we ordered a Hutch and 2 benches from Heritage Reflections (total due $9,060). We paid 1/2 ($4,530) down and were told that the pieces would arrive in ***** weeks. On 4/23/22 we called for status and were told the hutch is due to arrive by 5/10 but they did not have a status on the 2 benches. On 5/19/22 we got a call that the benches were in and we picked them up the same day and paid $1,920. On 6/8/22 we called for status on the hutch and they said they would call us back with a status, we received no call back. On 6/15/22 we called and talked to *****. She said she would call the "builder". We did not get a call back, so on 6/16/22 we called and talked to ***** again and she said she got a fax from the builder and she was going to call the "finisher" to get status. Again, no call back from *****. On 6/20/22 We called and talked to ***** and she said she has not heard from the finisher. She said she will call them again and that she would call us. She called back and said she got off the phone with the BUILDER and they are sending to the FINISHER by the end of the week even though she led us to believe that it was at the finisher in June. She said they are expecting a truck to deliver the first or second week of August. The benches do us no good without the hutch and are still sealed and unused. We would like to return the benches for full refund and a full refund for the hutch we never received.

  

  Business Response

  Date: 09/21/2022

  We have empathy for this customer. As we all know, business' have had challenges since 2020. When a customer places an order we give them an ESTIMATED time of arrival.  When ordering furniture from our Amish builders the time for manufacturing the items is out of our control as well as issues in shipping the item. Since 2020 the American consumer has shifted from imported furniture to American made solid hardwood furniture. This has increased the demand on our Amish builders causing longer lead times.  Our Amish builders have also been challenged with supply chain and work force issues.  When we contact our builders (voice mail or fax) for updated status, the builders respond time is not always immediate. We try to keep our customers informed but at times we need to wait patiently for the builder to respond. When we do receive a response from the builder, it still is an estimated time. We cover our furniture ordering policies with the customer at the time of the order.  The customer signs the policy form. We strive to work with our customers during these challenging times.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17725634
  
  I am rejecting this response because:

   

  Per our conversation with ***** on September 21, 2022, the business still does not have our completed order and cannot assure our delivery date. It has been 45 weeks since we placed our furniture order. The business said delivery would be within a ***** week window and "Occasionally, furniture arrives earlier or later than expected." Any reasonable and prudent person would not expect that to mean double the "***** week window".

  We are asking for our money back, not a refund because they failed to provide the product we ordered within a reasonable time past the anticipated delivery date. The business has held our funds in excess of $6,000. For the business to provide the benches and nothing else, is like getting tires for a car but no car.

  We cannot seek alternative furniture to purchase as they have tied up our funds as stated above.

  They business is deceptive to promise a delivery window that is not realistic when they are fully aware of the problem with their supplies, as they stated in their response.

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

  

  Business Response

  Date: 10/06/2022

  When we spoke with the ******* in September, we let them know that the complete order would be in within the next two week. At that time, ***** spoke with *******************  He said he needed to consult with ******************* on whether they wanted a refund or accept delivery of the product.  ***** confirmed with him that they would contact us directly with their decision. To this date they have not responded.  Yesterday, October 5 we received a truck delivery and the hutch arrived.  We will be calling them today.  We will gladly refund their money, but they will need to return the benches.  The Shumways paid with credit cards.  Refunds will be given in the same manner the items were purchased.  The Shumways will need to come to the store for their refund with the credit cards they used.

  Customer Answer

  Date: 10/11/2022

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