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Business Profile

Bathroom Accessories

Decor Brothers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bathroom Accessories.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:09/08/2022

    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.
    On 8/17/22 two *********************** vanities that we ordered from Decor Brothers for over $6,000 were delivered by their shipping vendor and left in the middle of our cul de sac (not curbside). This delivery was made with no appointment, so no one had been there to meet the driver. Decor brothers said they would have the company come and pick the items up, but that never happened, so I was able to get my contractor to bring the items into our garage later that day. We discovered and reported minor damage, but were unable to open the package with the top of the larger vanity, so we didn't discover that it was broken until today, September 7, 2022. Upon reaching out to Decor Brothers we discovered that there was a two-day deadline to report damage which we had missed. Although we were very upset over the cost we would have to incur (over $1500) for damage done by the shipping company, we recognized we didn't follow their process. However, Decor Brothers did not offer any assistance at all in this matter. Rather, they recommended that we purchase another top from a different company because they did not offer the top without the sinks (which we already had). I called the manufacturer, who indicated that all their distributors were able to source counters as "spare parts" using the same process they would if there was a warranty claim. We were also expecting that Decor Brothers would offer us a replacement vanity top at minimal cost...covering their costs but nothing more...since this was the fault of their shipping provider even though it was not reported in time to make a formal claim. Although their emails state that our "satisfaction is important to" them, they offered absolutely zero empathy or assistance or recommended compromise with this matter. Their attitude was truly "too bad so sad."

    Business Response

    Date: 09/22/2022

    As per our policy, we need to be notified of all damages within 2 business days from delivery. This order was delivered on 08/16/2022. The Customer reached out to us on 09/07/2022 - which is 3 weeks after delivery. It is not possible to file a damage claim against a shipping carrier 3 weeks after delivery. We are unable to offer a free replacement in this case. Had we been notified within a reasonable time, we would have been able to file a damage claim for the countertop. We offered the customer a replacement countertop at a reduced cost.

Decor Brothers is NOT a BBB Accredited Business.

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