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:09/15/2022

  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.

  Retained Woodside Homes interior (Owner Tracey ********) for home furniture. On 8/22/2020 I paid $9169.84 for furniture. The furniture has never arrived, with the exception of 1 lamp. We have been in communication with the owner since ordering. We understand there were delays related to Covid-19. However, 2 years is unacceptable for this delivery. The owner will no longer return our calls or emails. We would like our money back.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/21) */
  September 21, 2022
  
  Dear Ms. ****,
  
  Yesterday, September 20, I received complaint #XXXXXXXX filed by ******** ******. I am truly sorry that they are unhappy.
  
  I have been working in this business for twenty five years and am proud of providing personal service, sourcing high quality items at good prices, and offering value added design service. I am a small business and set my policies accordingly. As stated on my invoices, delivery times are estimates only and subject to change and all sales are final. Many larger suppliers set the same policies. Those that take returns or allow cancellations charge a cancellation/restocking fee of 15-25%.
  
  Over the past 6 years I've had the pleasure of working with the Mortons a few times. I've always been grateful for their business and felt they were happy with the completed work. In the summer of 2020 I provided them with designs for their basement living area. These designs, valued at $400, are something I provide free of charge to clients who use me to furnish their spaces.
  
  Unfortunately, delays on custom furniture are the norm. A sofa may take 6-8 weeks then face delays because of fabric backorders, parts out of stock, or transportation issues. The pandemic set off unprecedented supply chain issues. There have been factory shutdowns, reduced production due to distancing, labor shortages, transport delays, containers carrying furniture, fabric, parts sitting at sea for months because there isn't sufficient labor to unload the ships. These factors have affected each individual component of a piece of furniture - fabrics, hardware, lumber, screws, parts - everything. On top of this there was a world wide foam shortage due to refinery damage. It has been a nightmare, it's getting a little better but it's not over. My goal is to make my clients happy, I survive on referrals. It's been incredibly frustrating to be unable to do anything about these delays and to be in limbo not having close to reliable timelines. I have been completely honest, I have passed along the changing estimated ship dates as the manufacturer gave them to me. I totally agree that waiting two years for furniture is insane and am so sorry that the ******'s have been affected by this. I have 6 other clients who are caught up in the two year delays from this particular manufacturer alone. I was off work last summer due to health issues and a family situation. I was in a place with no cell reception or internet for a time. My manufacturer's rep assured me he contacted all 7 clients and apprised them of further delays. I truly wish there was something I could do to get the merchandise here immediately and complete the projects.
  
  When I place an order with this manufacturer they collect payment upfront. I work on very small margins. Once an order is paid for they do not allow cancellation.
  
  I have never had a complaint lodged against me. I completely understand the ******'s frustration and unhappiness. My livelihood is dependent on satisfied clients and referrals. Though these delays were out of my hands I will suffer the devastating effects of this complaint posted on the web. I wish to avoid that. The pandemic has made staying in business very difficult.
  
  Though I am unable to get the funds back from the manufacturer, I am asking them to allow me to cancel the order and apply the funds to a future order of mine. They have they will make an exception with a 20% cancellation fee. In any case I will refund this order but ask that I'm given 10 days to 2 weeks. I will mail a check to the ******'s home.
  
  If they wish, I'm happy to then work with the ******'s to attempt to source in stock items to complete the design though quality would be different - no Sunbrella fabric on the chairs for example.
  
  Again, I'm so sorry for the frustration and inconvenience caused by these unprecedented delays.
  
  Best regards,
  
  Tracey ********
  
  
  Consumer Response /* (3000, 11, 2022/09/28) */
  Woodside Home
  External
  Inbox
  
  ******** ****** <****************@yahoo.com>
  Tue, Sep 27, 8:26 PM (10 hours ago)
  to me
  
  
  Dear Ms. ****,
  
  We would like to respond to Tracey's email response to our complaint.
  
  ****** and I fully understand that Covid has impacted furniture orders. This complaint was not issued because we just would not cooperate with waiting two years (now longer). We issued this complaint because we feel it is a HUGH red flag that with the exception of a lamp, NONE of the items have arrived. With the inability to reach ****** or have her return calls or contact in any form (until we reported our complaint), we felt we had no other option than to report this. It is simply not fair or ethical to keep our money (over $9,000) for one lamp.
  
  Despite Tracey's perception of her communication with us about our order, updates have only come from her after we have requested them. Furthermore, well after each estimated time our order was to ship to us, she did not follow up with us about the new delays- we again had to approach her. During this past summer, after another estimated ship date did not happen, she stopped responding to our attempts to contact her. We have not been contacted by her vendor about any merchandise or deliveries.
  
  In Tracey's response to you, she did not address any of the items ordered as available. Tracey did however create a plan for us, and with her projected cost (that she normally does not charge her clients), we are not opposed to her entitlement to the $400.00 design cost. We did receive the ceramic lamp that was listed at a cost of $188.00 (plus a tax of 6%). Other than those expenses, we feel we are entitled to our money returned in full.
  
  We are sorry that it has taken a complaint to the BBB for Tracey to respond (only responding to you and cc'd us on the email). Thank you for your assistance to mediate a resolution with Tracey's business Woodside Homes.
  
  You may forward this email to Tracey if you feel it is appropriate.
  
  
  Thank you,
  
  ***** and ****** ******
  
  
  Business Response /* (4000, 15, 2022/10/04) */
  October 4,2022
  
  Dear Ms. ****,
  
  I am responding to the letter I received today regarding case XXXXXXXX.
  
  The attorney in my business networking group advised me not to communicate directly with someone who had filed a complaint against me until there was a resolution, that is why I communicated through you.
  
  My sales rep took over communication with clients affected by this manufacturer's back orders last summer after I was hospitalized, had surgery, had covid, then was out of town with no connectivity. It's been really hard to deal with health issues, keep up with my work, and address the innumerable problems caused by supply chain issues. He did this to help me out and assured me he kept everyone apprised of the shifting delivery dates. I'm sorry if he did not communicate as well as was promised. I completely understand that my personal situation is irrelevant to my clients, but this is the truth of my situation. Each one of my customer's order delays weigh heavily on me.
  
  Last year I did offer to refund 50% of the transaction to the ******'s until the products shipped. I have not kept their money, it was paid to the manufacturer at the time the order was placed. I make a very small margin on these products. I completely understand their frustration, I feel it as well and really wish the supply chain situation was different or there was something I could do to make things right.
  
  In my previous response I did say that I was refunding the money to the ******'s though I cannot get a refund from the manufacturer and the cancellation will cost me 20 percent. Because of the two year business slowdown I do not have that much cash readily available and explained in my response I would need ten days to two weeks to mail them a check. I should be able to send that out tomorrow, within the window I promised.
  
  Again, I am truly sorry that these circumstances prevented me from providing the merchandise ordered in a timely manner. I always enjoyed working with the ******'s and appreciated their business.
  
  Best regards,
  
  Tracey ********
  
  Consumer Response /* (2000, 21, 2022/10/25) */
  Woodside Home Complaint
  External
  Inbox
  
  ******** ******
  Mon, Oct 24, 5:15 PM (17 hours ago)
  to me
  
  
  Dear Ms. ****,
  
  Tracy ******** did refund our money in full minus the lamp, tax and shipping charge. Thank you very much for your assistance to rectify our issue with Woodside Homes (complaint XXXXXXXX)
  
  ***** and ****** ******