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Business Profile

Furniture Stores

Roche Bobois USA Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:08/10/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date of Transaction Initial transaction was January 2, 2023 & was paid in two separate payments as there was a 6-month delivery window. Jan 2nd payment was $7,555. Final payment was May 17th $7,554,07 Livingroom Sofa Delivered June 1st, 2023, damaged. Rip in leather if facing couch on top left side. ***** unsteady section on right side. Called the store while the delivery person was there and said we need to keep delivery and that issue will be resolved. Took pictures and sent them in and videos a few weeks later. We have had to follow up every time with promises of fixing the issue during every phone call or email. When well over a month passed, we said it is and was delivered as basically a used couch and we would like a replacement. After several more weeks of us following up, even after every single call we were told we would be followed up with they verbally approved a replacement and if we wanted, a replacement of a different couch. I went to the store twice and picked out a couch and we were even asked in email what color we wanted, and I replied. Final call well over a week ago the rep ************************* said (once again when I had to call her) she was unsure of a replacement was possible. I said there has been zero communication, zero updates on even when it can be fixed and multiple times where she said the exchange was approved. She even said multiple times she would email confirmation of approval but nothing. On top of all of this we have a table that we bought 2 years ago that is under a 5-year warranty that is broken and was told by the store sales person ***** and by ******* this would be fixed as soon as possible. Again, zero follow-up or confirmation as to when. I sent a final Aug 4th stating if I hear nothing back by Aug 7th, I have reached my **** end and will file a complaint. Zero responses.

Roche Bobois USA Ltd is NOT a BBB Accredited Business.

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