Complaints

This profile includes complaints for Zellano Home Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zellano Home Furniture

  2420 E Oakton St Ste C Arlington Heights, IL 60005-4827

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  Zellano Home Furniture

  5 Woodfield Mall Schaumburg, IL 60173-5012

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:04/15/2025

  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.

  On 01/03/2025, I ordered *************** with Zellano and paid in 3 transactions ($9,700).The owner ***** ******* promised I'd receive it in 3 weeks.After a month, I didnt receive it, I asked him the order status.He said it was shipped a day before but a month later I still didnt receive it. I asked him again.He said the order (from ******) was stuck at NY customs, would arrive by Sat or Mon, but it didnt.After ********************** he told the delivery would be Apr 8.I asked for a tracking number, he sent me an empty login page with no credentials.The next day, he rejected my calls.I lost trust, asked for a refund.He then sent me a tracking no, which showed it was initiated just 2 hours before he sent it, not 3 months ago.He said the fabrics were still in **, while the metals were returned to ****** and shipped again. He sent me two more tracking no for the fabrics he claimed were in **, which showed those were just sent from ****** too.I insisted on a refund.He stated he'd give my refund in 3 Zelle payments but the items would be delivered to me and picked up from me. I told him Id refuse delivery since he could redirect it to his store.He said he'd take care of it, but didnt. He then told me he scheduled $2700 as a first payment of my refund. When I asked why it was scheduled for the next day and not now, he claimed they were waiting on a sales tax refund. He sent a confirmation page for the refund, but it showed the Review and Send button, not clicked, and revealed that his Zelle limit was $1000 with a balance of $2215.03, so he couldnt have scheduled $2700. I asked again. He sent a Money Received page showing my name and $2700, which was the payment he had previously received from me. I asked him to sent me Money Sent page. He said dont tell me what to do. I informed him that Id take legal action. He stated delivery could take 8-12 weeks and the order was nonrefundable. He told me he canceled the refund. When the shipment arrived, I refused it.

  Business Response

  Date: 05/01/2025

  Dear Miss *****,
  Thank you for reaching out.
  We understand your request; however, as noted on the receipt provided at the time of purchasespecifically under Article 5custom orders cannot be cancelled or refunded once the order has been placed.
  After our conversation on April 8 I sent you the following link:   ************************************. After merchandise was delivered on April 10 and was refused by you. 
  We had to redirect the merchandise to our store. Attached is the picture of the custom curtains you ordered. We can send you any time that is convenient for you. 
  We truly appreciate your understanding, and if there is anything else we can assist you with, please dont hesitate to let us know.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23210142
  
  I am rejecting this response because:
  

  I found this response deeply unsatisfactory. It fails to address the core issues I raised and overlooks the repeated misrepresentations, delays, and the misleading conduct that occurred throughout this transaction. I must emphasize that I never signed the document, and it was not presented to me as a binding agreement. It was simply shared as an explanation of payment. More importantly, Mr. ***** did promise that my order will be received in 2-3 weeks, and he handwrote order 3 weeks on the same invoice, which constitutes a specific delivery assurance and overrides the generic printed terms. This promise was central to my decision to move forward with the purchase. Despite that, my order was not delivered within 3 weeks, even more than 13 weeks. It was only shipped after more than 3 months, and only after I had requested a refund and repeatedly asked for tracking information. Up to that point, he continuously sent me vague and contradictory explanations, including multiple photos of boxes, which are all different from each other, without ever showing me the actual curtains I paid for. Due to all these deceptive acts, when I asked for a refund, he initially agreed to issue a refund on April 8, 2025, both over the phone and later in our WhatsApp chat (please refer to the provided WhatsApp chat), stating that there is no issue at all and that he would return the full $9,700 and would stop the shipment. However, he then proceeded to send falsified screenshots of Zelle transfers, one of them showing Review and Send button, not clicked, and revealed that his Zelle limit was $1,000 with a balance of $2,215.03 in his bank account, meaning he couldnt have scheduled the first payment of the refund ($2,700) as he claimed. He was never able to provide a valid confirmation, and a legitimate proof of transaction. At the same time, he failed to stop the shipment, despite telling me not to take any action and claiming he would handle it. He intentionally did all of these to make me believe that my refund is on the way while not stopping the shipment, so that he could gain time until the delivery reached my address, with the intention of convincing me to accept the boxes upon delivery. Additionally, I have strong reasons to believe that the items were rushed or fabricated at the last minute simply to fulfill the tracking request. These are clear examples of deceptive and bad faith behavior. Under the Illinois Consumer Fraud and Deceptive Business Practices Act (ICFA), 815 ILCS 505/2, it is unlawful to engage in unfair or deceptive acts or practices, including... false promise, misrepresentation, or the concealment, suppression or omission of any material fact, with intent that others rely upon... This law applies even to no-refund sales when deceptive conduct or bad faith is involved. Therefore, I still retain the right to request a refund due to the misrepresented delivery timeline, false and misleading information about shipping and refund status. In his response, he ignores all these facts and simply reiterates the non-refundability clause while providing no explanation for the handwritten 3-week promise, no justification for the delay, and no response to his falsified refund screenshots. These omissions further demonstrate his intent to mislead and reinforce the legal grounds for a full refund. The article he repeatedly references regarding non-refundable custom orders cannot be used as a shield for deceptive or misleading conduct. Citing this clause does not absolve him of the obligation to act in good faith. Such behavior constitutes a misuse of contract terms to the detriment of the customer. At this point, I reiterate my request for a full refund of $9,700. If this is not processed promptly, I will proceed with formal legal actions, supported by comprehensive documentation of our interactions. Fortunately, most of our interaction was via WhatsApp chat so I have all valid proof of his given promises, contradictory statements, and falsified screenshots. I do not wish to receive any merchandise from his business, and I do not wish to have any further dealings with a company that engages in deceptive and untrustworthy practices.

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

  Business Response

  Date: 05/06/2025

  1

  Hello, our customer sent his sister to our ********************** and by adding our company's interior designer ***** *** and Tulah Hanim, they made a special fabric selection on the phone in about 2 hours and ordered metal accessories that were completely specially designed according to the dimensions of her house.

  2

  We import all of our products from ******. Under normal conditions, they complete production in 3 weeks and deliver it to the cargo company. After delivery to the cargo company, the statement that it may be delayed by 8-12 weeks, which is clearly written in the 6th article of our invoice, is clearly written. Although the statement that cargo, transportation and installation are completely the responsibility of the customer is clearly stated in the 6th article of our invoice, our company has undertaken the cargo tracking process in order to provide better service to our customers.

  3

  The delivery of the products to the production and cargo company was fast, but our company does not have the right to intervene or speed up until the cargo company delivers them to the address. When the products arrived with the cargo, there were problems at customs and the products were returned to the address. Then they sent them again to another company, **** quickly. On 4/8/2025, Ms. ***** set off again. In the early morning hours of 4/8/2025, she asked for the tracking number in a WhatsApp message. When I woke up, she asked for a tracking number and stated that she did not want the products because I responded to her message late. I sent her the tracking number and told her that the products would reach her in 2 days. 2 days later, on 4/10/2025 at 6:45 pm, Ms. ***** returned the cargo. He said he would not receive the products because I responded late to his message because he wrote early in the morning. All correspondence is registered on ********, you can read it, he sent it to you himself.

  4

  He stated that he did not trust us by making an excuse that the products arrived late. He stated that he was suspicious about whether the products had the correct fabric codes. I told him that we have your invoice and order codes and if there is a problem, our company has to change them. These are in the WhatsApp correspondence. I made him an offer as follows: since he said that he did not trust us, let's send his payment back, receive the products, check the codes and if they are correct, send us our money. He stated that he would not receive the products from the cargo company. I told him that you cannot cancel your order with special fabric codes for special sizes, if you cancel, your money will not be refunded, which is clearly written at the end of the 5th article under the invoice. I wrote that he had to receive the products from the cargo company, there is in the correspondence.

  5

  she refused the cargo by not accepting it. then we contacted the cargo company and told them that they had to send the products to our Chicago store. the day the products arrived to **, i sent a message to ***** again, your products are in our store, your sister should come and check the product codes and whether it is the right product or not, since she does not trust us, then we will send it to you again by cargo. and even though we stated that we would make a 700$ discount due to the delay, she still did not accept it and said that she had started the legal procedures. i really tried very hard to please our customer, i responded to every message quickly, i always kept the nice communication channel open. but i think that she probably found the products she bought from us at a more affordable price in another company, i want to cancel it by using the delays as an excuse.

  6

  As a result, to sum up, we did not exceed the delivery date of our invoice, which is maximum 8-12 weeks in item 5. The products were produced specially for each person, cancellation is out of the question. Refund is out of the question. However, we are ready to refund $700 to him due to the delay and ship the products. This is our company's final decision. We will deliver it to the cargo on the day he wants, he will have it within 3 days.

  7

  Our aim is the satisfaction of our customers. The import costs of all products have been paid to the other party. The cargo fee has been paid, now if we send it again we will pay the cargo fee again. We cannot sell these products because they are specially produced for each person. If our customers have another offer, they can make a request. Thank you for your help.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23210142
  
  I am rejecting this response because:

  Once again, I find this response highly unsatisfactory. Here are the responses to Mr. ****** claims:
  (In order to avoid confusion, my pronounces are she/hers)

  1. Regarding the order process:
  Yes, I sent my sister, who lives in *******, to his store to review fabric options in-person. However, the order was not placed that day. Ultimately, I selected some of the fabrics she did not see during her visit, based on photos and videos he later sent me via WhatsApp. The "metal accessories" he referred to are simply curtain rods; they were not custom-designed, but rather standard items to be cut to fit the dimensions of my windows. All of these steps were part of the ordinary purchasing process and not a special favor extended to me.

  2. On delivery expectations:
  He continues to cite a general clause in the invoice regarding potential delays and non-refundable custom items. However, as I have stated previously, that document was shared with me only as an explanation of payment. I never signed it, nor did I accept the terms outlined in it, verbally or in writing. At no point during or after the transaction did he highlight any of the content in that document, nor did he ever mention the possibility of an 812 week delay. This omission constitutes a misrepresentation and a misleading act. Regardless, the shipment was not even initiated from ****** until more than 13 weeks after payment, far beyond even the upper bound of the timeframe stated in the invoice. More importantly, under Illinois law, such disclaimers do not excuse false promises or misleading business practices. In his response, he claims that transportation is the customers responsibility, and that providing tracking is merely a courtesy. However, he accepted my payment with the understanding that he would manage both production and delivery. As the seller, he was responsible for initiating the shipment and obtaining the tracking information. As the customer, I had a clear right to receive it in a timely and truthful manner. Framing this basic obligation as a favor is inaccurate and entirely unacceptable.

  3. On the delay and tracking timeline:
  Unsurprisingly, Mr. ***** continues to make dishonest claims, despite the fact that the entire WhatsApp conversation has been provided and all statements can be easily verified. I encourage you to review the conversation directly. The reason I asked for a refund had absolutely nothing to do with a late reply, as he misleadingly suggests. Contrary to his claim that I first asked for a tracking number on 04/08/2025, I actually requested it earlier, on 04/04/2025, after three months of repeated delays and contradictory explanations. By that time, I was fully convinced that the shipment had never been sent. I specifically wanted the tracking number to verify whether the items had truly been shipped on 02/05/2025, as he had previously claimed, and whether there were indeed issues at customs. On 04/04/2025, he told me that he had requested the tracking number and would share it once he received it, but he never followed up. I contacted him again on 04/07/2025 at 11:46 am (MT) to ask if he had obtained it. At 11:50 am, he replied that he would send it to me shortly, and at 1:51 pm, he sent me a link to an empty login page (*************************************************), stating that they had sent him the link but he was still waiting for the credentials. This made no sense; as a matter of common sense, no carrier or logistics platform would send a standalone login page without access credentials if the intent were to share tracking information. That page was completely useless without login access, and no further information was provided that day. After being stalled for three months, receiving conflicting updates, and now being sent a blank tracking page, I became extremely frustrated. That day at 3:55 pm I asked for the credentials again and he didnt reply. The next day, I called him couple times and he rejected all of my calls. That was the breaking point. It was at that moment, not because of a late reply, but because of the entire pattern of dishonesty and evasion that I decided to request a refund. It was only after I requested the refund that he suddenly sent me a valid *** tracking number, which revealed that the shipment had just been initiated from ****** on 04/08/2025, the same day, not in February, as he had repeatedly claimed. He had also mentioned that the fabric parts were in NY customs, not in ******, but the two more tracking numbers that he sent later also showed those were sent along with the metal parts from ******, the same day as well. He called me that day, and I told him I would be willing to accept the product if he could prove that the items had been shipped earlier and had genuinely been delayed at customs. He never could.

  4. On product quality concerns and his offer:
  As detailed above, the reason I requested a refund is not simply because he replied to my message late. Had he been honest from the beginning and transparently informed me that the delivery would be delayed, I would have been willing to wait. What I cannot accept is the ongoing dishonesty, manipulation, and misrepresentation that characterized the entire process. It is deeply frustrating that he continuously misrepresented facts and attempted to pressure me into accepting the delivery despite my valid concerns. The offer he refers to was yet another attempt to manipulate the situation and avoid a refund while deflecting accountability for his deceptive conduct. He stated, in WhatsApp, If youd like, we can refund your payment; your products are already in transit, check everything and install them, then send the payment back to us. (please refer to the chat). However, as I suspected and as later confirmed by his actions, he had no intention of issuing a refund, not even under the terms of his own offer. As he later claimed that he would need three days to refund due to Zelle daily limits, plus an additional day to process the sales tax refund, this meant the refund would require at least four days to complete, yet the shipment was already in transit and scheduled to arrive within two days. In fact, as I understood later from the screenshot he sent, his Zelle limit is $1000, which would require at least 9-10 days to get my refund back. There was no realistic way I would receive my refund in full before the products arrived. It was clear that his intent was simply to stall and buy time until the delivery reached my address, hoping I would accept the shipment and forfeit my right to dispute it. At that point, given the history of false promises, conflicting explanations, and delays, I had no reason to trust that any issue with the product would be handled appropriately. None of his prior claims had proven to be true. I had no basis for confidence in the integrity of the shipment, particularly when I never saw the actual product and was only sent inconsistent photos of different boxes. Furthermore, numerous online reviews reveal a pattern of complaints involving used, repainted, or incorrect products being delivered, followed by refusal to refund or correct the issue. This aligns with my own experience and confirms that my distrust was well-founded. After I rejected his offer, on 04/08/2025 at 7:50 pm-8:03 pm, his reply was: Understood. If thats your final decision, I respect it. Ill send the first Zelle payment tomorrow good evening. However, he now claims that a refund is out of the question due to the items being custom-made. If that were true, then why did he offer a refund at all and agree to cancel the shipment? The only explanation is that this was yet another instance of deception and misrepresentation. He excludes these facts from his current response because he cannot justify why he promised a full refund, agreed to cancel the shipment, or why he later sent me falsified screenshots to make it appear as if the refund was being processed. Given the shipment delay, the failure to provide verifiable tracking information earlier, and the falsified refund confirmations, I had every reason to distrust the integrity of the shipment and the sellers conduct.

  5. On his claim that I may have found the product cheaper elsewhere:
  As clearly documented in the WhatsApp correspondence, I made it clear, even while the items were still in ****** and before the shipment had begun, that I no longer wished to receive the products. I stated this multiple times. He assured me that he would stop the shipment and told me not to interfere, yet he failed to follow through. His allegation that I may have found a more affordable option elsewhere is entirely false, inappropriate, and irrelevant. My refusal was based solely on his breach of agreement, deceptive conduct, and failure to provide timely and honest communication, not on any comparison of prices. Making this baseless accusation only further undermines his credibility. He cannot make such claims without any supporting evidence. If I had been primarily concerned about price, I would have chosen a more affordable vendor from the outset. I would not have immediately paid $9,700 upfront when he requested it. I chose his business and paid a premium price as my convenience, because I trusted him, wanted a convenient and timely service, and was seeking to complete this order before the arrival of my baby. What I expected was a smooth, trustworthy transaction. What I received was nothing but inconvenience, a three-month delay and hours of stress and mismanagement. Even though I began to suspect that I was receiving conflicting and unreliable information, I remained patient and cooperative. However, given the significant financial and emotional toll this process has taken, I now have no interest in hanging curtains in my home that would serve as a daily reminder of dishonesty, manipulation, and how I was misled throughout. As he continues to make false claims in order to withhold my money, it becomes painfully clear that he fails to understand: not everything is about money. Some people act based on principles, and they expect honesty and professionalism in return.
  Additionally, my sister, who kindly agreed to visit his store at the beginning of this process, did so only to help me by checking fabrics. She has no involvement in this dispute beyond that initial visit. Despite this, he has repeatedly called and messaged her, even after I clearly informed him that she does not wish to be involved any further, particularly in light of the ongoing dishonesty.
  Finally, his claim that he "tried really hard" is simply inaccurate. While he sounded accommodating, his conduct was misleading. During one of our phone calls (on 04/08/2025, I later summarized it in the chat at 10:40 am), he said to me: Why are you so worried about your refund? This is America, youll get your money. Ill pay your refund. He also later confirmed in the chat on the same day at 10:41 am that There is no issue at all. We will refund $9,700. And yet, here I am, still fighting to recover the money I was assured would be returned.

  6. On his $700 discount and final offer:
  This offer was made just two days before his deadline to respond to my BBB complaint, clearly intended to pressure me into accepting the product and closing the case. After repeated failures to honor his promises, a last-minute offer of a $700 discount does nothing to correct the underlying deception or restore the trust that has been broken. I have no further interest in receiving any merchandise from his business and no intention of continuing a transaction that has been handled with such dishonesty and disregard for basic consumer rights.

  7. Final Response and Legal Position:
  He now states that a refund is out of the question, but this is not a decision he can make unilaterally, especially when his own actions violate consumer protection laws. He made a specific delivery promise, misled me about the shipment status, sent falsified refund confirmations, and refused to stop the shipment even after agreeing to issue a refund. These actions fall squarely under deceptive and unfair trade practices as defined by Illinois law. While the curtains and rods were made according to the measurements of my windows, they can easily be used in other homes with similar dimensions or re-adjusted for resale. I have no doubt that he will eventually resell them. Therefore, the claim that these products will be trashed is not only inaccurate but deliberately misleading. In any case, the burden of reselling them is not my responsibility. If he were genuinely concerned about resale, he should have conducted his business with honesty and professionalism from the beginning. He should have understood that his actions have consequences. Some customers may feel pressured into accepting products they no longer want out of fear of losing their money. I refuse to accept being misled or manipulated in this way. I will fully exercise my legal rights to obtain the refund I am owed and to help ensure that no other customer is subjected to the same deceptive treatment.
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair 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.

  In early May we ordered a bed set and Tv console for a total of over $6000, paying almost $1000 in shipping. We were told delivery by end of Jul. Zellano kept delaying - first said first week of August; then said 2 more weeks; then said first week of September; then another 2 weeks, etc. all the way until Oct. 18. We called many times because we kept getting wrong information - furniture is in ******* to furniture is in *****. I have text message proof. Then when it finally came, the color of the glass on the tv console and the handles are different (instead of silver, it is copper). The owner is now lying that it is the same, even though we have videos. He is cursing us, also says we keep calling but we had no option when we were lied to by his representative too. I have texts between representative and owner both. The bed set we ordered was a king, but a standard king ******** does not fit on it. They never disclosed that to us that it will need a custome size. But still, we would never complain if it was just the bed issue. But to receive the wrong color and be cursed at, saying you need an eye doctor and questioning our intentions while shouting at us, is extreme disrespect and unfair in such a large transaction. At this point, its not even the money - I would like them to be held accountable for multiple misrepresentations, incorrect color, and shouting and cursing at us when we try to discuss the complaint. Photos do not even clearly show the exact copper shade - happy to show anyone via video or even in person how different the shade is.

  Business Response

  Date: 02/19/2024

  hi *************;

  -I am Emrah Serbest, the owner of the company.

  -Our customer ordered special sizes

  -We already had queen size in stock, but our customer ordered king size from us.

  -When a normal product is ordered, it arrives in 3/4 months, but for a special order, it arrives in 4/8 months.

  -We have brought and delivered the standard product sold in our store for 2 years in the size requested by the customer.

  -After the product was delivered, they gave it to the staff and said they liked everything. Our staff can testify to this in court

  -The TV unit he bought was already in stock, there is no problem with it. he chose it himself and liked it.

  -We never made any insult or swearing at him. He needs to prove this claim.

  -The customer's goal is definitely to get money from our company. There is no question about the products and their quality. Because if there was a problem with the product, it could be sent back by the staff on the same day.

  -A total of 950 miles shipping and installation fee of $1000 was calculated and the customer accepted it.

  -If there is a technical problem with our products, necessary action will be taken within the scope of 1 year warranty.

   

  Customer Answer

  Date: 02/19/2024

   
  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. While we disagree with the business completely (the staff did not agree to take the items back per instruction from the owner), and the bed was not standard king (we have cut our mattress to fit it), it has been a year and we are fine to just move on.  
  
  Sincerely,
  
  ***************