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:10/01/2024

  Type:Product 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.

  Ordered a couch with Sixpenny in 2022. Order number *****. Advertised as a fully launderable couch. Finally took to a trusted dry cleaners last week. Two of three slipcovers came back shrunken by several inches, one was slightly shrunken, despite giving the dry cleaners (who I have been using for years) the EXACT instructions on their website. Now customer service is giving me the runaround, saying that instead of "avoiding extreme heat" like what their website says, the slipcover shouldn't be dried by the dry cleaner at all. But that is not what their website says. I will attach images of the dry cleaning section of their website as well as their email.

  Business Response

  Date: 10/03/2024

  Hi ********,
  
  Circling back here. Hope you are well.
  
  Wanted to run through a few details and offer further clarification on our email conversation. 
  
  You reached out to us regarding shrinkage of your slipcover after dry cleaning it. Our suggestion was to try wetting or washing the slipcovers and then gently stretching them back into shapemuch like one would with a sweater or a pair of cotton denim.
  
  We also left an open ended path for a solution, saying that if reshaping the fabric did not work, we can explore other options. 
  
  Once that course of action was suggested, we never heard from you whether you tried this suggestion or whether it worked. You wrote in a second time inquiring about other information, including washing recommendations.
  
  Quick context for reference: Over the course of any given year, we dry clean over ***** of our slipcovers, so any use / care knowledge that we share comes from a place of extensive testing and experience. That said, we have never and would never guarantee perfect results from any washing / cleaning process since there are so many variables that are out of our control.
  
  The screenshot of our website that you shared confirms thisit says, in short, that proper vetting of your dry cleaner is always recommended, and that the use of high heat should be avoided. We also note this same detail about avoiding heat in the rest of our care instructions for your specific fabric (Thread-Dyed Cotton Linen), mentioning that air drying until nearly dry and tumble drying on low heat is the best course of action. Our second reply to you crossed wires, as we noted that hang drying was recommended for dry cleaningthis, as is also noted on our site, was meant to be a suggestion in response to your inquiry about home washing instructions.
  
  We will continue our discussion via our original email thread with you and hopefully reach a resolution soon. 
  
  Wish you great day. 

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The dry cleaner I used was properly vetted. It is the same dry cleaner my family has been using for decades, and we have never had an issue with them until the Sixpenny slipcover. They did not use high heat, as recommended by Sixpenny, but they did not air dry, as that is not what is recommended in the dry cleaning instructions.

  Sixpennys recommendation to put a series of wet slipcovers on my couch and hope that they stretch is ludicrous. I am afraid of the cushions developing mold, and I do not believe that the back cushions are sturdy enough to stretch a thick fabric like the cotton linen blend I have.

  In the latest email, the customer service *** said that they are hesitating to send me ***lacement slipcover because I have clearly lost faith in their materials, but that is not the case. I am otherwise happy with the couch and a ***lacement slip cover would solve this issue for me. I will never take it to a dry cleaner again and recommend that they amend the instructions on their website.

  When I googled this issue, it became clear that I am not the first to have it.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 10/18/2024

  Hi BBB and ********,
  
  In the 10/10/24 complaint, it is noted: 
  
  In the latest email, the customer service *** said that they are hesitating to send me ***lacement slipcover because I have clearly lost faith in their materials, but that is not the case. I am otherwise happy with the couch and a ***lacement slip cover would solve this issue for me. I will never take it to a dry cleaner again and recommend that they amend the instructions on their website. 
  
  Sixpenny's proposed resolution is mis***resented. 
  1. Sixpenny received this updated filing on 10/10. Sixpenny's response that the customer is referencing was shared on 10/4. From the 10/4 email being sent by Sixpenny to 10/10, when the second BBB complaint was filed, Sixpenny shared 5 additional emails with the customer, including the approval of a one-time slipcover ***lacement, and notification that we had reserved an in-stock option for the customer. 
  2. **********************'s proposed resolution in the email sent on 10/4 offered a one-time ***lacement slipcover as well as an out-of-policy return option, given their first BBB complaint. Ultimately, the ***lacement was preferred by the customer and approved. Our original message, for context, is as below: 

  Our reservation to offer a ***lacement slipcover at this stage is because at some point they would require cleaning as well, and it seems there has been a loss of faith in our materials, and our best practices for laundering.
  Would it work better for you if we were to offer an out-of-policy return? We can arrange to have the sofa picked up as soon as you like. 
  
  --
  Resolution status: 
  As noted above, the customer's desired resolution of a ***lacement slipcover was already approved before the second BBB complaint on 10/10. 
  
  The final hold-up is that Sixpennys ***lacement process requires a credit card pre-authorization to guarantee that the original slipcover would be sent back. The customer expressed their reservation about completing the pre-authorization, but Sixpenny explained that a guarantee for the original slipcover to be sent back is non-negotiablewe must receive the original slipcover back for production review. 
  
  This new BBB complaint was filed after this last email was sent. 
  
  Sixpenny has refrained from further direct email communication with the customer after this new complaint. 
  
  The ***lacement resolution is still available to the customer as long as our ***lacement process can be followed. 
  
  Wed be happy to provide any additional information or communication record if needed. 
  
  Thank you. 

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Sixpenny has offered a one time slipcover replacement, but it is with the condition that our credit card is pre-charged for a new set, and then when they receive the old shrunken ones, they might charge us full price for replacement if they deem that something else is wrong with the ones we mailed in. At this point, with such a long and convoluted process (our Sixpenny couch is our only couch and has not had workable covers on it for a month at this point - I reached out to the company looking for a solution on Sept 28th), I do not trust their vague inspection process or that they will reimburse me for the replacement slipcover. 

  They have also been very slow to respond to multiple emails since 10/10, when they received the last BBB update. My husband sent them three emails between 10/10-10/22 before receiving a response that accused me of lying to the BBB (image attached). Even in this BBB response, they assume I lied, instead of understanding that there is a delay between when I filed my response to the BBB (10/4) and when they received it (10/10).

  Now, they are saying that they can send us a prepaid box, we can mail the old slipcover, and once they receive it, they will send new slipcovers, leaving us with even more time without a working couch, especially since they cannot guarantee that the slipcovers will be in stock. They have also said that if we refuse to sign their contract authorizing our credit card being charged, they will "close out the case", which feels like coercion. 

  The only solution that works for me is the following, given how long this has been going on and how much effort and time it has teken: A new slipcover mailed to me without pre-authorization. 

  (I have also added a screenshot of one of MANY threads online that I have found that reflect my own customer service experience with ***********************.

  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 11/09/2024

  Dear BBB, 
  
  We continue to experience difficulties achieving mutual understanding in our resolution process with the customer. This is further complicated by the fact that during the resolution discussion process, the customer is on one hand communicating to us, and on the other continuing to submit complaint responses to the BBB. Sixpenny receives updates from the BBB platform about the latest filing often days later.
  
  For example, as of the latest BBB notification to us about this most recent filing from the customer, the filing is no longer relevant because they have opted for return for refund. 
  
  Regarding their feedback in this latest filing, our response is as below - 
  1. Slowness to respond - Sixpenny was in consistently timely communication with the customers until 10/10, when ********************** received the notification of their second BBB filing, with what we believed to be a mischaracterization of the communication history. Sixpenny refrained from responding to the customer because we were concerned that any further communication from us would simply complicate the matter. 
  2. Replacement process - We do require a pre-authorization for the original slipcovers to be sent back. Our amended proposal of having the customer send back the slipcover first was designed to help the customer bypass their discomfort of signing the pre-authorization. 
  
  Ultimately, a third-party vendor shrank the slipcovers of this sofa and Sixpenny has been trying to resolve the issue with the customer. 
  
  With every engagement, Sixpenny has approached the resolution of this issue with respect and fairness. We cannot speak to the customer's general judgement and mistrust of the process. We do not profess to run a perfect operation, but throughout this entire case, Sixpenny has made continuous accommodations to the customer despite not having any obligation, under these circumstances, to do so. 
  
  Thank you for your time and we will be prepared to respond again if the customer files a new complaint. 
  
  Wish you a great day. 
  

• Initial Complaint

  Date:06/06/2024

  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.

  We purchased furniture (a couch and chair) from this company. The company claimed that the material is washable and can be cleaned which is why we bought said material. The materials their furniture made from are terrible. Our couch can not get wet or it leaves a giant stain. We bought this specific couch under the impression we can clean it. When contacting Sixpenny they said we can spend $2000 more to get a different cover for the couch. How can they be trusted and why would we spend another $2000 when they clearly were misleading in the first place.

  Business Response

  Date: 06/18/2024

  Hi BBB, 
  
  Please see order summary below: 
  
  - Order #*****, placed on January 4, ********************************* Oat Flour 
  - Order #*****, placed on January 20, 2022 for **** Chair in Mojave Glow (special order & final sale) 
  - Both orders shipped on May 20, 2022 and were delivered on June 2, 2022 
  
  The first complaint was made on May 4, 2024, where the customer expressed disappointment that the two items purchased, one in ***********, Meridian Leather (100% nubuck leather), one in Oat Flour, Medium Weight Linen (100% linen), cannot be cleaned. Customer cites the expectation that these items should be able to be cleaned and is frustrated because the materials they have selected are recommended for pet & kid friendliness.  
  
  We thoroughly understand the customer's frustration. 
  
  We do believe there are various areas of misalignment of understanding between the customer and **********************, when it comes to cleaning instructions, as well as pet and kid friendliness.  
  
  Sixpenny explicitly expresses the limitation of all-natural materials and cites that spot cleaning is not recommended for certain fabric types, Light Weight Linen being one of them: Cleaning your slipcover (****************************************************************************). Specific to the fabric family that Oat Flour is a part of: "Pre-treat spills but do not spot cleanit can lead to fading or discoloration. We don't recommend spot-cleaning [this fabric] since color may fade."  
  
  Pet & kid friendliness was expressed in context of durability, all-natural material and washability under our instructions: The best fabrics for your kids (**********************************************************************************) + The best fabrics for your pets (*********************************************************************************). 
  
  Our agent detailed all of this to customer on May 6, 2024, noting Light Weight Linen, while this is a tightly woven, durable material, it is not typically recommended for homes with pets (*********************************************************************************) and kids (**********************************************************************************) if spot-cleaning is a necessity for the home. Light Weight Linen is pigment-dyed, so spot-cleaning, even with just water, can lead to discoloration and fading, which you are seeing on your slipcovers. Our agent also mentioned If you choose to machine wash or dry clean your slipcovers, we ask that you follow our specific wash instructions (****************************************************************************) for the best results. 
  
  Lastly, it is worth noting that the Nubuck Leather in question has the ability to bead up liquid, which makes it a very resilient material to outside elements as long as any staining agent that comes in contact with it is dealt with in a timely fashion: Caring for Meridian Leather (********************************************************************************) details "As with most leather goods, you'll want to avoid moisture as much as possible. Of course, spills happen, but when they do, it's best to catch them quickly and gently soak up standing liquid with a clean, dry cloth before lightly dabbing to prevent stains." Our agent called out spot cleaning tips, and attached the care instructions from our website for the leather fabric the customer has, see attachment Washcharts_Meridian Leather and Oat Flour.PDF 
  
  Through our communication with the customer, we have not been able to get confirmation regarding whether any of our cleaning or washing instructions were followed. 
  
  As a suggested resolution, Sixpenny is to launch a recycled polyester linen-like fabric in mid-August that would be more spot-clean friendly (but as with any non-coated fabrics, there is no guarantee). We'd be happy to provide an out-of-policy free replacement slipcovers made from this material family (only) for the customer's fabric sectional as a resolution, in exchange for a signed product release.  
  However, we do not have a resolution offer for the Leather Chair, as it is fixed upholstery and there is no replacement slipcover option available.  
  
  BBB Team, please kindly confirm this resolution will be sent to the customer or if we should reach out directly. For further contact, please continue to reach us at ******************************** and direct the message to me, *****************************.  

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************