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:07/03/2024

  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.

  Item returned in perfect condition Seller denied refund

  Business Response

  Date: 08/13/2024

   

  We understand the customers concerns and we worked with our team leads to get a resolution to the issue.  

   

  The customer reached out to us to do a return on 6/27 because the style of the tub did not fit her needs.  The tub was damaged upon return.  Her initial photos that were provided prior to return shows the damaged area was covered/concealed.  At that point, we notified the customer we were unable to process a refund as the item we received was damaged and it did not appear to be carrier damage.   After the customer provided additional photos showing the damaged area was in good condition prior to it being picked up by the carrier, we agreed to refund her for the return.  The customer was made aware prior to the return that return fees applied to all returns and is part of our company policy.
  
   While we were negotiating, the customer filed a claim with her card holder disputing the charges. It was settled and she was refunded for the return less the applicable return fees. 

   

   

• Initial Complaint

  Date:10/02/2023

  Type:Product 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.

  On 7/7/23, my wife and I placed an online order for a Fresca medicine cabinet from Decor Planet. When we received the cabinet, we realized it was the wrong size, so we returned it - shipping was purchased via PirateShip, the carrier was **** and insurance was through ***********. The cabinet was packed and returned in the original shipping box. On 8/1/23, Decor *********************** Lead *********************** contacted us to say that the medicine cabinet arrived damaged, and therefore could not be refunded. She provided 4 photos and advised us to file an insurance claim. ***********'s claim process states that they require a minimum of 7 photos, and that the damaged item and packaging must not be disposed of until the claim is processed. We advised ****** of this and she responded by saying, "Yes they will not throw away the box until the claim is completed," and that she had requested additional photos. On 8/7/23 we followed up asking for an update, and this time ****** responded that "our warehouse immediately discards damaged items". She also claimed that **** will accept the 5 pictures for the claim," however 1) we purchased shipping insurance through ***********, not **** and their requirement is 7 photos, not 5; 2) even if we had used *** for insurance, ****** only sent 4 photos, not 5; 3) her new statement was completely contradictory to her earlier assurance that more photos would be provided and the damaged item would not be discarded until the claim was complete. ****** did not respond to further inquiries. Subsequently, *********** denied our claim on 8/30/23, citing a lack of photos and the discarded physical item. ***********'s insurance process is hardly abnormal, but Decor Planet's apparent policy of immediately discarding damaged returns renders any insurance useless. We did everything right and feel Decor Planet owes us the refund ($504.85) that we should have received had the insurance process been followed as ****** initially promised.

  Business Response

  Date: 10/11/2023

  ******, 

   

  Thank you for bringing this to our attention.  Typically, items that are damaged in transit are handled by the sender and the carrier. We understand the circumstances are unique as you used a third-party insurance instead of going through the carrier ***.  Decorplanet was unaware of your terms of shipment,and we do not keep damaged merchandise once it has been inspected.  However, considering the circumstances, we will issue a refund for the damaged item. A confirmation was left via voicemail on 10/11 by our management team.  Please feel free to contact us directly if you have additional questions or concerns.

   

  Regards,
  Decorplanet Team.

   

  Customer Answer

  Date: 10/18/2023

  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]

  Decor Planet stated in their communication with the BBB that they would agree to issue the requested refund. We subsequently received a call from ****, a customer service manager, looking to resolve the issue, however I was out of town at the time and missed his call. I have attempted to return ****'s call all this week but he has not answered. I have left multiple voicemails and he has not called me back. 
  
  I would like to accept the refund offer, but for now I am requesting that we please keep the case open until Decor Planet returns my calls and processes the refund.
  
  Thank you 

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

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

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I finally received a callback from a **************** Manager, who processed the refund we requested. I find that this resolution is satisfactory to me and the matter has been resolved. Thank you for your support. 
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/20/2023

  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.

  I ordered two vanities from DecorPlanet.com (address is listed as ***********************************************************) and needed to return one of them as it was too large. I ordered a smaller vanity from *********** upon sending one of the larger vanities back (I kept the smaller vanity). All vanities were delivered to my home in ******* (I am a resident of **). I followed the companys RGA (return goods authorization) process to return the vanity that was too big. It was re-boxed in its original packaging, per DecorPlanets requirements, to ensure it would not be damaged in transport. I have included photos to show the care in which it was boxed. Upon return to DecorPlanets warehouse, it was marked by the shipper as "Delivery Status: Good Order." DecorPlanet notified me that I would not be getting a refund because of a small scratch. When it shipped from my home, it was in perfect, like-new condition, as required by DecorPlanet. It appears a box cutter was used at the DecorPlanet warehouse upon arrival which I believe likely caused the scratch. I have reached out to DecorPlanet countless times, as have others on my behalf, including my attorney, in an attempt to resolve this issue and receive a refund. DecorPlanet has refused. We attempted to reach someone of supervisory status at DecorPlanet with no success. The last notification my attorney received on June 29, 2023 was that the warehouse disposed of the vanity. This is unacceptable, as I had an RGA in process and was waiting to hear from them. No notice was given to me as to its disposal. Now I am left with no vanity, and no refund. I would have taken back the vanity which I paid for if I had known the other option was that the warehouse was going to throw the item out and refuse to provide a refund. I am continuing to request a refund for the original cost paid for the vanity in the amount of $2,613.90. I have provided a receipt (two vanities are on the receipt- only one is the one at issue).

  Business Response

  Date: 08/04/2023

  ********, 

   

  Thank you for bringing this to our attention. While there were minor scratches on the item - not being in original condition, we will issue a refund on this return.  We apologize this was not resolved sooner.

   

  Regards,

  Decorplanet Team

• Initial Complaint

  Date:02/21/2023

  Type:Product 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.

  I bought a Vanity, marble vanity top, and a high end Toto toilet . I spent over $6000. Dollars with them . All the items arrived on a palate . When my contractor was able to open all the items to install them , the marble top was broken in several pieces . Since this was more than 48 hrs after delivery , they refused to replace or refund me and I had to buy a new marble counter top . I wont be a repeat customer !

• Initial Complaint

  Date:01/17/2023

  Type:Product 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.

  Order ************ - Case#: ****** I wanted to return the vanity mirror I had purchased; it was the wrong size. I opened a case, provided the required documentation, and never heard from them again despite having written to them multiple times. Also, the creditor Affirm was of no assistance either and if I could report them too, I would be pleased to do so.