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:06/16/2024

  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.

  Placed a 50% deposit of $509.95 to order 2 custom counter stools. Counter stools arrived at ********* in which the store called us to pick-up in which we would need to pay the remaining balance of $509.95. Upon arriving at the store Chair Fair instructed us to pay the balance and to signed off as received before seeing the chairs. My wife ***** paid the remaining balance and signed off as received. When we went to the back of the store to pickup the chairs were not in acceptable condition in which the store manager agreed and stated she would send them back to the manufacturer to have the counter stools replaced. The store manager said they will give us a call when the replacement stools arrive. Two weeks later we received a call from the owner stating Chair Fair was not going to have the stools replaced and we are required to accept them as-is. Both payments were made with a credit card and disputed however because my wife signed off the credit card company would not credit the charges.

  Business Response

  Date: 06/17/2024

  Hello ************,

  I am sorry you feel there was an issue with the stools when you came to pick them up.  Never did the manager say they would be replaced.  Your issue was a very small thread hanging from a seam which was easily removed.  The second issue you had was a crease in the corner of each stool.  That is the way the stools are made.  There is no way the back of the stool can be produced without that crease.  It is exactly the same on our floor model that you looked at, sat in, and chose for your stools except for your custom finish and fabric.  I would be happy to supply photos of our floor model and of your stools as well.  The stools are beautiful and in great condition waiting for you to pick them up.

  If you need any more info at all I would be happy to supply any other photos or information.  We always stand behind products with issues, but in this case the stools are in great condition and have no issues.

  Thanks,

  *****

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 06/26/2024

  Hello,

  When customers come in to pick up merchandise they of course have to pay before the merchandise is loaded into their vehicle.  The customer then has the opportunity to look at and inspect the furniture before it is taken.  The customer complained about a couple of tiny threads hanging from a seam and what they called a crease in the material.  The crease they are referring to is where the material has to be folded to upholster the stool.  Every single stool of that design has the same fold or crease in the making of the stool including the one shown on my showroom floor.  I called the customer and tried to explain that the threads were easily removed and taken care of but the fold or crease they were talking about is the way the stool is made and we could get them 100 replacements and they would all be the same just as the floor model they looked at and ordered from.  I attached a photo of their beautiful stool that is here waiting for them to be taken home.

  Thank you,

  *****

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I do not accept the response made by the business to resolve this complaint because the business continues to make false and misleading statements:

  1. "When customers come in to pick up merchandise they of course have to pay before the merchandise is loaded into their vehicle.  The customer then has the opportunity to look at and inspect the furniture before it is taken."

  Customer response: What kind of business would require payment in full and final acceptance sign-off before a customer can inspect a "custom made" item? Again this is a shady business practice or an attempt to hide or deceive an issue. We did inspect the stools and because of the poor build quality we refused to take delivery because the business said the stools would be replaced with new stools.  The only call we were supposed to receive was to let us know the new replacement stools were in the store and for use to pickup.

  2. "The customer complained about a couple of tiny threads hanging from a seam and what they called a crease in the material."

  Customer response: There were a total of 4 issues with the stools, threads hanging, creases on the back pillow cushion, spot stains and glue on the metal stool frame. The picture provided by the business does show the creases in the chair that we ordered.  Again, the business manager agreed with us during the pickup this quality was an issue.  ***** from the business states the stools are "beautiful" but apparently he and or anyone from the business failed to take the time to inspect the stools prior to us attempting to pick them up.  

   

  3. "Every single stool of that design has the same fold or crease in the making of the stool including the one shown on my showroom floor."

  Customer response: The floor sample did not have creases as shown in the picture provided by the business.  The business did not provide a picture of the floor sample.

   

  4. "I called the customer and tried to explain that the threads were easily removed and taken care of but the fold or crease they were talking about is the way the stool is made and we could get them 100 replacements and they would all be the same just as the floor model they looked at and ordered from."

  Customer response: Again, the only call we were supposed to receive was to let us know the new replacement stools were in the store and for use to pickup. Instead the business was trying to convince us that the quality of the stools was normal and the business was no longer going to replace the stools.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  
  FAQ
  
  Regards,

  ******