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:03/22/2025

  Type:Order 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.

   I am rejecting this response because:

  1. I didn't order chairs.  The response is canned and making it appear that they've taken action, when clearly she doesn't even have my correct order information.

  2. I have yet to receive a refund as requested and was told I would not be receiving the table as ordered.  I've had to open a fraud ticket with my credit card, which still hasn't been processed.

  The business is intentionally defrauding customers and trying to cover it up by further false claims.
  
  

  
  

  Business Response

  Date: 04/02/2025

  Dear ***** *.,
  
  Thank you for reaching out. I sincerely apologize for any inconvenience ***** ****** has experienced. We take customer satisfaction very seriously, and I would like to address the issues raised in the complaint.
  
  We received ******* order for a custom live-edge table in October 2024, with a quoted lead time of ***** weeks. Unfortunately, there were delays in our production process that extended the timeline. We understand the frustration this caused, especially due to the lack of clear and consistent communication from our end. I deeply regret that ***** did not receive timely updates, and we are currently working hard to ensure better communication moving forward.
  
  At this time, all of Kellys chairs have been completed, and they are being prepared for shipment. We expect them to ship by the end of this week or early next week, and I will make sure to send tracking details once the shipment is on its way.
  
  Please rest assured that we are reviewing our internal communication processes to ensure such delays and lack of updates do not occur in the future. We value Kellys business, and we will do everything we can to regain her trust.
  
  Thank you for bringing this to our attention. I appreciate your understanding, and Im happy to provide any further information or clarification you may need.

  Business Response

  Date: 04/03/2025

  Dear ***** *.,

  
  I sincerely apologize for the confusion in our previous response. Unfortunately, we have a customer also named *****, and we mistakenly referred to her information without realizing the mix-up in last names. I deeply regret this oversight and the frustration it has caused ***** ******, and I want to sincerely apologize to ***** for her experience with us.

  
  To resolve this matter, I will personally reach out to ***** today to process her refund and ensure this is handled promptly. We will also be reviewing our communication practices to ensure this doesnt happen again in the future.

  
  I understand the frustration ***** has experienced, and I take full responsibility for the delay and lack of updates. I will keep ***** and the BBB fully informed on the status of the refund.
  Thank you for your understanding.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 furniture from them in March of 2024. Delivery was anticipated by July. They initially were very responsive, told us they were a small company and they hoped to get our stuff to us by September. Now its November and they wont answer our calls/texts/emails.