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:04/15/2023

  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.

  I walked into Amini's gallery and inquired about a few game tables (pool, foosball, and a few others). The salesman there told me to immediately put a deposit down as prices would be going up.
  
  I informed him my house would not be ready for 18+ months and he said they won't build anything for 6+ months anyways but COVID was causing price hikes and I could always cancel as they would not have built anything.
  
  Fast forward a year and I never came in to pick my colors or finishes. The store is now claiming that they already started production of these tables and that if I cancel I get a refund of under $500 when they charged me nearly $8,800.
  
  The store is nothing but a scam. They say one thing and do another. I have since emailed the general manager for their lawyer's information to send a formal demand letter and they have abruptly stopped responding to my emails.
  
  I was willing to work with them, but not I demand a full refund as they did not provide any goods or service and I will take it up with **** instead.

  

  Business Response

  Date: 04/27/2023

  Dear
  Better Business Bureau,
  As always, thank you for giving us the
  opportunity to respond and for realizing there are always two sides to every
  story.  As you know, working with you through the years, we take our
  reputation extremely seriously and always do our best to ensure the highest
  level of customer satisfaction and set clear expectations.  Unfortunately,
  sometimes even when we do our best, we aren’t always successful.
  In regard to *** ******, please see the
  attached original invoice.  This is not a customer that we
  solicited.  He came into our location on July 14, 2021 and selected
  multiple items.  He placed an $8,800 deposit down to not only secure
  pricing, but for us to hold multiple items in our inventory as well as get the
  manufacturing process started on another item.  Although he states in his
  claim with you that his house would not be ready for 18 months and that he was
  only inquiring about items, you will see on our signed invoice that our notes
  clearly state 9 months out and would put 30% more down when he picks the
  color.  As always, our terms and conditions are not in boilerplate hidden
  somewhere that you can’t read on the invoice.  At the very bottom of the
  invoice, we ask the customer to initial our terms which is that no returns or
  refunds are issued after three days of purchase and that special order items
  are nonrefundable.  If you look at the back page of the invoice, we spell
  the terms out even more clearly and ask for another signature.
  It is unfortunate that *** ******’s
  circumstances changed.  However, we do not believe it is our responsibility
  or that we did anything wrong by holding the items that he asked us to hold,
  until he would be ready.  We are not certain that just because a
  customer’s circumstances changed means that we are to bear the responsibility
  of that cost.  We have tried to work with him, but he is not being
  reasonable and only wants what he desires, which is a full refund restating the
  facts. 
  Under *** ******’s rationale, what would
  have happened had he called us 9 months later and asked us to deliver the
  goods?  He would have expected us to deliver the goods as selected, with
  the prices he froze from the original deposit he put down and signed. 
  This was the purpose of the order.  We aren’t certain that it is fair it
  should work both ways in his favor.
  We have learned over the years that none
  of us can be a fly in the wall in conversations from the past.  This is
  why we make it a very clear policy with our staff that all discussions with
  customers be memorialized clearly in the Notes on a ticket and signed.  This
  is what happened in this case.  Regarding the fact that he claims that we
  have not responded, we have responded to him many times and you can see the
  email correspondence.  He simply is relentless in continuing to try and
  get what he wants and at some point, there is nothing more for us to say. 
  He has asked us for our attorney’s contact information, but we don’t keep an
  attorney on retainer that we pay for scenarios as such.  If he wants to
  make a legal claim against us, then he needs to do so and then we will hire an
  attorney accordingly. 
  Please do not hesitate to contact us for
  any reason.  Again, we take our A+ rating with your organization very
  seriously, we care about our customers, and it is unfortunate that with *** ****** and us, we can’t seem to come to a resolution.  We always do our
  best to do so in these instances in the interest of not wasting your time and
  keeping very high customer satisfaction.
  Kindest
  Regards,
  PS. 
  In his counterclaim he may bring up that he came back in the following year and
  added items.  He never signed this invoice and because of this we released
  him from this invoice which is probably why he did not state it in his claim
  with you.  In the event that he does, you have that information we have
  released him from that.  WE do think though, that it shows his original
  intention of buying the goods because he came back in at a following date and
  added more items to the original invoice.  However, it was not signed
  therefore there was not an agreement that supersedes the original. 
  Thank
  you again for your attention.
  Thank you!!

  Customer Answer

  Date: 04/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  1) I have attached the invoice I received from the store which has no mention of a non-refundable policy. I have attached the email I received as well.

  2) The store has no produced anything and none of the items I ordered were produced as they were all custom pieces that were to be produced at a future time.

  3) I did not receive any communication that Amini's has no attorney on retainer but please have Amini's provide any email responses they sent to me. 

  4) I offered to work with Amini's and come up with a REASONABLE middle ground whether it was a partial refund or a store-credit. Amini's was unwilling to do anything but demanded I pay $35,000 or lose the entire $8,800 amount. If they are unwilling to compromise, I will simply call ******** ******* and have them deal with Amini's and their improper activities.

  Regards, ** ******

  

  Business Response

  Date: 05/10/2023

  Thank you for giving us time to respond.
  We will address all four of his complaints in order.
  Please see attached original invoice with his initials.  The customer states that there is no mention of a nonrefundable policy.  Please see the very first sentence of the terms stating no returns or refunds three days after the date of purchase, special orders, items on hold, delivered items and delivery charges are nonrefundable.  It’s the very first sentence on the invoice directly above his initials.   Not only did he receive this when he purchased the items, we have sent this to him recently as well. 
  He mentions that we have not produced any of the items that he purchased.  We have had the Skeeball on reserve in our warehouse for almost two years waiting to be delivered.  All the other items are at the manufacturing facility partially manufactured waiting for him to make his color selections to finish the goods so that we can deliver as purchased.
  We never stated that we responded to him in email that we do not have an attorney on retainer, however, let this response serve as notice that we don’t have an attorney on retainer.  He is more than welcome to hire an attorney and take whatever matters necessary he sees fit.
  Regarding reaching a reasonable middle ground, it is always our intent to work with our customers and we are unsure why we were not able to reach a solution with *** ****** thus far.
  However, we are pleased to know that he is
  willing to compromise for store credit.  As
  long as this is in full settlement for any and all claims in regard to this transaction,
  we will issue *** ****** store credit in full for his deposit with no penalty
  or cancellation fee for $8800. To be used for any item in our store in the next
  12 months.  Once we have confirmation, we
  will issue this credit immediately in writing.
  Thank you again for realizing there are two
  sides to every story.  Our reputation is
  extremely important to us, and we hope that this resolution demonstrates as
  such.  In the spirit of goodwill, we
  respectfully request that *** ****** remove his recent 1-star Google review of
  our company.  We look forward to seeing
  him in the store again in person and working with him on his future items and
  we will give it our utmost attention to earn a future 5-star review.
  Thank you,
  ***** *****

  Customer Answer

  Date: 05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I will gladly change my 1-star review to a 5-star review. I have just started work on a new home that will be built off ***** *** ******* and do plan on purchasing everything I need for that home from Amini's so the store credit of $8,800 is 100% acceptable by me.
  
  Regards,
  
  ** ******

• Initial Complaint

  Date:08/27/2022

  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.

  We ordered a chair in February and our contract said delivery in 10-12 weeks. It has been 6 months and still no chair. Everytime we call they give us a "delivery date" based on what the "portal" tells them. We have also received "guaranteed" delivery dates via text. Still, no chair. I understand supply chain/supplier issues but Aminis should be working that out with their suppliers or finding new suppliers. Now, I want my money back. They have provided false information long enough. They want to charge me a fee to refund my money. Because this situation has gone on for HALF THE YEAR, a restocking fee is absurd. I want a full refund.

  

  Business Response

  Date: 08/31/2022

  Thank you for the opportunity to respond. We have reached
  out and connected with the customer. She should receive her merchandise in the
  next 2 weeks, and we have agreed to give her a discount for her trouble.
  We are in communication with her and will update you as soon
  as she receives her merchandise and the issue is resolved. As always, we
  strive for customer satisfaction  of the
  highest degree. Shipping issues due to Covid have made things more difficult.
  Thank you for doing what you do!

  
  ***** ******

  Aminis Galleria office manager