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Business Profile

Furniture Designers

Artifox

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Designers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:04/08/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On 12/4/24 I submitted an order (#*****) for an item (side table) from Artifox. It has been 127 days since I placed the order, and they have pushed out the ship date for the order 3 times. At no point in the process has Artifox provided any proactive update regarding the item ship date - all updates received have been a response to an email from me (email attached.) At this point I am not sure that I will actually receive the item.

    Customer Answer

    Date: 04/30/2025

    They fulfilled the order a week ago - there was damage to the unit on arrival but that is a separate issue.  I think you can probably close this specific complaint.  Thank you very much for your efforts on my behalf

  • Initial Complaint

    Date:03/10/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    In August 2024 I purchased a Side table, which was to ship in December - and I paid the full price (it was fully charged to my CC). December came and went and I heard no communication from them. During that time they had several promotions on the item, including a sale. They did not reach out to me. I finally contacted them in Jan and they did not have a ship date, and were very slow to respond to my email. When I received no active communication about when it would ship, I asked for the order to be cancelled. They ignored the email. I started a dispute with my credit card company and had to wait until March to get the money back. Artifox has never contacted me to address this terrible customer service or update on why the table was not shipping. Making me go through my ********** was vindictive. Avoid buying anything from this company unless it is in stock - they don't care about you and will happily take your money with no ship date in sight.

    Business Response

    Date: 03/15/2025

    The customer placed a pre-order for the Side table on August 25, 2024. The estimated ship date was for December 2024. Many emails were exchanged between the customer and our support team including threads back & forth in November, December and January. 


    In November the customer requested that we retroactively honor the Black Friday offer for the Side table, which we did.  


    In December the customer used a different email address asking for a shipping update and to apply another small promotional offer. Our support team responded promptly on Christmas Day even though our office was closed and much of our staff were off celebrating with family. The support team informed the customer of a production delay, offered a free product valued at $180 for the inconvenience and wished him a happy holiday season. 


    There was no response from the customer until January 19th stating that our team had ignored him and threatening to cancel his order. Once again our support team responded asking if hed seen our responses to his separate email thread from December. Customer had already filed a chargeback for the order on January 21st prior to responding to our support team on January 22nd. He then emailed after filing a chargeback requesting us to cancel his order. We then explained that once a chargeback is opened we can no longer cancel an order as its being reviewed by their bank and out of our hands.


    We understand delays can be frustrating but our team did everything we could to thank him for his patience and add value for any inconvenience caused by the delay. If the customer had requested a cancellation prior to filing a chargeback we could have handled that in a timely manor. 

    Customer Answer

    Date: 03/24/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

    My complaint is that the business did not, once, proactively (without my asking) reach out and give me status updates. If they can't keep their ship dates, on a very expensive item, there should have been active communication. They seemed to make up excuses on the spot with "free $180 gift" only when I contacted them. Would I have gotten the free gift if I did not reach out and complain? Would I have gotten the sale discount if I did not reach out and ask? And their response times are long. That's why when I sent the email on the 23rd asking to cancel, they did not respond for a few days. And why I took action with my CC.

    I have read on other review sites that people are still waiting for the side table to ship, and have the same frustrations. It's one thing to have delays for a product if it is being charged once the item ships. But Artifox takes your money up front - and is not being responsible as a business should in that regard. There is very little repeat business Artifox can do as their products are expensive and limited in scope. Once you buy a desk, you don't need to buy another. But items like the side table should always be stock, so their target customer profile (affluent, want quality) is ready to come back and buy. Or don't offer it for sale if the lead time is eight months. They don't understand this. They lost a customer because of their nonchalant view.
     
    Sincerely,

    **** Della ***********

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