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Business Profile

Furniture Designers

Hardtwood Custom Woodworks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Designers.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 4 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:06/17/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 wood custom fireplace mantle on February 21, 2025 and it is paid in full. They do not return phone calls or emails and we have never received the merchandise. The company is.Hardtwood Custom Woodworks. ************************************************************************************

    Customer Answer

    Date: 07/11/2025

    Better Business Bureau:

    At this time, I have not been contacted by Hardtwood Custom Woodworks regarding complaint ID ********.

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:02/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 2 pair of Shelves via order number **** on Jan 19 2025. On Jan 30, I asked them to give an estimate for Shipping as I have to take these outside the country as I have to gift these to some and have to book my tickets accordingly. ** ***** replied that these will be shipped within 1 week. There was no update for another 10 days and upon multiple followups they abruptly cancelled the order without specifying any reason and wasted the time.

    Business Response

    Date: 02/13/2025

    Hello,

    The customer had publicly left comments and reviews stating that we were a "sham" indicating that they felt they were being scammed, we take these comments very seriously and immediately issued a full refund.

    Customer Answer

    Date: 02/13/2025

    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:

     

    Please see attached email communication. I simply asked for an shipment update so that I can plan my trip accordingly as I had plans to take these on my flight and going outside the ***. I specifically mentioned that I do not mean any Rush. Same Day I got reply that this will be shipped within a week. After 10 days, I asked twice for a shipment update but haven't got any reply. I checked the Yelp reviews and there were similar issued reported and I also shared my experience. Had a word with ***** today and they told they will get my order ready again in next week and when it is ready to ship he will call for payment and will create a new order. Once I receive the order, this will be treated as resolved.

     

     

     

     

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


    Sincerely,

    ******** ****




     

  • Initial Complaint

    Date:07/23/2024

    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 4/4/24 I placed an order for a live edge table top(36x72) . The lead time was 6-8 weeks. I called several times to ask the status of the order and when it would ship . Several promises were made by ***************************** that it would ship on the 6/21. It didn't. Then he promised it would ship on 6/28, it didn't. Next he said it would go out on 7/05, it didn't. Then he said the holiday weekend messed them up and it would go out for sure 7/12. W e asked each time to send a tracking number. On 7/12 he sent an email with a tracking number that had no other info on shipping company or anything. We called again to find out what shipping company that tracking number went to and the person on the phone said it hadn't shipped yet so the tracking number was bogus. Called on 7/18, 7,19 and 7/22 and still have no answers as to where my order is or if we will ever receive it. ***** is always too busy to take a phone call and the people that answer the phone say they'll get back to us but don't. 3 months later we have nothing for our $1896.74 they have had since 4/4/2024 .

    Business Response

    Date: 08/06/2024

    **************** has received his order, tracking can be found here : *************************************************

    Customer Answer

    Date: 08/08/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *************************



     

  • Initial Complaint

    Date:05/07/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Transaction date Feb 14, 2024 company owner said it was a 2 week lead time to produce a 42" round tabletop and kitchen insert.They do not respond to our calls regarding lead time. we have requested photos and tracking information and they never respond. we have called , sent emails , text messages and we are ignored. we never receive confirmation that the job is completed or the status of the job or the reason for the hold up. communication is very lax and everyone seems to cover for the owners lack of response. But never an answer as to the status of our order.

    Business Response

    Date: 05/21/2024

    tabletops were shipped and received by the customer

     

    ***********************************************************************************************************************************

  • Initial Complaint

    Date:11/28/2023

    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.
    This complaint is against Hardtwood Custom Woodworks regarding a transaction that took place on August 20, 2023. The details of the transaction are as follows:Date of the Transaction: August 20, 2023 Amount Paid: $2,347.56 Commitment Made by the Business: The business committed to providing 5 custom-constructed floating shelves crafted out of solid walnut hardwood.Nature of the Dispute: The products (5 custom shelves) were never provided, and a refund has not been submitted.Efforts to Resolve the Problem: The owner of the business has been contacted multiple times via phone and email regarding the non-delivery of the custom shelves. Despite numerous assurances and promises of resolution every week, there has been no satisfactory commitment fulfillment or resolution to date.Account/Order/Tracking Number: Invoice #************* I have diligently tried to work with Hardtwood to resolve this matter amicably, but the lack of follow-through on their part has left me with no alternative but to seek assistance from the Better Business Bureau.I kindly request your intervention in this matter to facilitate a prompt and fair resolution. I believe that the business has failed to fulfill its commitment, and I am seeking a full refund of the amount paid.

    Business Response

    Date: 11/29/2023

    Hello

    This refund was issued on 11/20/23 in the full amount of $2,347.56.  Please see the attached return receipt.

    Customer Answer

    Date: 11/29/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***********************



     

  • Initial Complaint

    Date:02/03/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a custom shelf on January 1, 2023 from an online store named HardTWood. I paid for the shelf in full, a total of $696.59. I received a confirmation of the order, order #****. I contacted the seller on 1/13/23 via email, to check on the order status. I heard back from ***************************** on 1/23/23 via email stating my order was shipping out that week. I still have not received any tracking information, despite two attempts to contact seller via email as well as two phone calls. I have asked for a full refund if shipping information wasnt made available today, 1/2/23.

    Business Response

    Date: 02/17/2023

    ****** received a full refund

Hardtwood Custom Woodworks is NOT a BBB Accredited Business.

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