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:11/12/2022

  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.

  We have submitted an official complaint to Decorating Den Interiors Corporate HQ via their website and have also contacted their corporate phone number (XXX) XXX-XXXX regarding our complaint. We have not received any response from your corporate office regarding the complaint filed online.
  We have been trying to contact the franchise owner located in Apple Valley CA by the name of Don Tatera. We are a client of his and we have requested a refund on items he has failed to deliver to us. Sufficient time was given to him to remedy the issues of delivering damaged furniture and lighting as well as to deliver back ordered furniture. I have sent Don emails asking him to deliver what he has and refund the remaining items however there is no response. I have finally given him a deadline to deliver or refund by November 10th 2022. Again, no response. Also we have requested he remedy the issue of his damaged formal dining table (photos sent to him via email) and he refund us the wallpaper design deposit of $480 immediately.
  
  His lead designer, Stephanie quietly left the company without informing us. Don did not contact us regarding the designer suddenly leaving, stating that she had "pressing family matters" to attend to.
  
  He does not quality control his furniture before making a delivery to his client. He had the nerve to brush off our complaint that the entry way cabinet was visibly damaged (bent metal legs). He said he did not see any damage and that we would have to accept the furniture as is. Finally, he agreed to send his repair service to inspect the furniture. The repair guy took one look at the damage and stated he would not touch it. Its beyond repair. Why all the rude behavior and difficult attitude from Don? After all, we are the client, right?
  
  We are very unhappy with the service and we demand a refund on any items not currently in our home. We also demand that he repair or replace the formal dining table and refund is the wallpaper deposit of $480.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 6, 2022/11/21) */
  Re: We received a complaint # XXXXXXXX on your business
  External
  Inbox
  
  Everett ***** <******@decoratingden.com>
  Nov 18, 2022, 1:42 PM (3 days ago)
  to me, Laura, Donald
  
  We have discussed Mr. Oza's complaint with Donald Tatera, the franchisee/decorator with whom Mr. Oza contracted, and are advised as follows.
  
  Due to the nature of the interior decorating business, specific individual customizable furnishings are ordered to complete any given project and time frames to receive the goods vary. This is communicated early in the sales process, and was done so with Mr. Oza. During the pandemic, the combination of high demand, labor shortages, and logistic challenges extended many of the delivery dates, in some cases up to 18 months. Timelines quoted to us by suppliers were communicated to Mr. Oza throughout the process.
  
  We make every effort to inspect and deluxe furnishings before final delivery. However, even the most meticulous of crews can miss a small imperfection. Anyone in the furniture industry would agree that this is the nature of the furnishings industry. The client has the option to report any defects not consistent with industry standards within 30 days of delivery in writing.
  
  Regarding the claim that the dining table was damaged, the table was delivered on March 12, 2022. At that time, Mr. Oza did not express any concern about damage to the table. Our contract states that the franchise owner will at its option repair or replace the same at NO CHARGE, but no cash refunds will be made. In this case, Mr. Oza first claimed that the table was damaged on October18, 2022, more than 7 months after delivery. Accordingly, no refund is due Mr. Oza on account to his claim for damage to the dining table.
  
  Regarding the cabinet with bent metal legs, Mr. Oza did notify Mr. Tatera on March 12, 2022 regarding the bent legs. The cabinet was replaced by the decorator, Donald Tatera, at no further expense to Mr. ***. At this time, Mr. Tatera has agreed to inspect the dining table upon delivery of the remaining product and to determine a remedy.
  
  Regarding the claim for refund of the retainer of $480, the agreement signed by Mr. Ota clearly states that the retainer was non-refundable. Mr. Oza agreed to the retainer, which was for selection of wallpaper. If Mr. Oza had agreed to purchase the recommended wallpaper, the retainer would have been applied to the purchase of that product; however, he chose not to do so. Accordingly, the retainer is not refundable.
  
  
  
  
  
  Everett *****
  Attorney
  Decorating Den Systems, Inc.
  
  
  Consumer Response /* (3000, 8, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  FTC code:
  16 CFR Part 435 - MAIL, INTERNET, OR TELEPHONE ORDER MERCHANDISE
  
  Delivery of goods or services should have been made within 30 days of contact execution or the seller must obtain the buyer's consent to a delay in shipping or refund payment for the unshipped merchandise. No consent was given by me and no refund option was provided by Decorating Den.
  
  
  Business Response /* (1000, 12, 2022/12/02) */
  ***Document Attached***
  Mr. Oza conveniently overlooks the part of the Federal Regulation that he cited stating that it applies to mail, Internet, or telephone order sales. The sales to Mr. Oza were in-perason sales, and not by mail, Internet, or telephone order.
  
  Attached is the complete federal regulation cited by Mr. Oza.