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:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 12/07/24, I purchased in store to have two pillows and a king sized quilt delivered from ABC Carpet. ******* arrived within promised delivery time, (a week). Quilt wasn't delivered until 12/24/24. I notified customer service on 12/13/24 when pillows arrived, but no quilt. The emails continued with ABC Carpet saying they were looking into the matter, even again, promising the quilt would be delivered by the weeks' end which it was not. Due to the delay, I could no longer use the quilt as I wasn't sure it would even come and it was intended as a holiday gift. ABC Carpet refused to take it back even unopened in original box. Their return time is 14 days and I first called the bedding department on January 04, 2025, 11 days after I received the quilt. Next time I called, 01-06-25, I spoke with customer service. My request to return was sent to their "internal team", unavailable to customers. I called a few more times, but to no ************ said I was not within their return policy time, which was not true, and that the item was non-refundable. At no time was I aware of this. I was not told this when I purchased the pillows and quilt in store. The quilt cost $477.95, ABC emailed me on Friday, 01/10/2025 to say their "Internal Team"will not accept the returned quilt for a refund. The only receipt of purchase I have is a confirmation email.

  Business Response

  Date: 01/19/2025

  Good Morning,

  **** *********** ordered a final sale comforter on 12/7. I have attached the invoice from ******* showing the piece was final sale.  The comforter was delivered on 12/24 fed ex tracking is below

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

  On 1/6/25 the client contacted *** to initiate a return. We notified **** *********** that the order was final sale and could not be returned. Below is a screen shot from our customer service platform. At no point did the client cancel the order prior to it shipping and did not contact us until the order was in her possession for 2 weeks. 

  ******* ***********
  *****
  
  **********
  
  ***** *****
     * **** *** ** ******* *** ***** * ********* ** ******** **** * *** **** ** *** ******** ******** ************ * ***** ******* **** ******* *** ***** ****** * *** ******** ***** *** ******* **** ** ******** *** ***** ** ******
  *** **** ************* **** *** **** *** ***** ***** ** ********* **** ***** **** ** ****** *** **** * ******** **** **** ****** 
  ****** ****** **** ******* **********
  **
  ****************** ***** *****
  *****
  
  **************
  ** ********
  ***** *** *** ******** *** *** * ********* *** *** ***** ** ********* **** ****** * **** ***** ** *** ****** ** **** ***** *** *** **** ** *** ** **** ** ******** **** ** ****** ** *** ******* ** **** ******
  
  **** ********
  
  ****
  *** ****** * ****
  
  
  **
  ****************** ***** *****
  *****
  
  **************
  ** ********
  
  
  Following up on this concern. Here is the tracking number for the Call Me Down Comforters ************ for reference.
  
  Best regards,
  
  
  ****
  ABC carpet & home
  
  

   

   

   

  Customer Answer

  Date: 01/31/2025

  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:

  The store's response to my complaint is false and I do not accept their explanation and conclusion. They did not not provide all the email interactions between myself and their representative, "****". They also showed in an attachment, a "receipt" I never received. I have a confirmation email from them with nothing stated as the item was a final sale. Also, I was in the (14) day allowed time period to make a return. I have cell phone dates to show that. Most importantly, the sale was two orders, pillows and quilt. I received and kept the pillows as they arrived on time as promised, but the quilt was ordered on 012/06 and wasn't delivered until 12/24/24. Emails stated I was to expect delivery delivery at the end of one week and yet it still was not delivered, (I have the email). This email was not provided in their attachment. 

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

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

• Initial Complaint

  Date:12/09/2022

  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 purchased a ****** sofa on June 13, 2021 which was delivered in March 2022. (Order #***************, total $2061.72). Couch broke in September 2022 and they sent a repair person to fix it on Oct 1 2022. However couch is still broken (does not sit flat in ground, broken front beam that sinks to ground, etc.). I have been trying for past 3 weeks to get them to take the couch back and refund me. For 3 weeks they gave me runaround that they are still waiting to hear back from product team. I finally got a manager to help and he is telling me that they cannot refund and want to send the tech back to fix it again. This couch is defective and I dont want it fixed again. I want it refunded and removed from my home. Please help me!!?

  Business Response

  Date: 12/14/2022

  This order was placed in June of 2021.  In September of 2021 *** carpet and home filed for chapter ******************************************************************** llc.  *** hold co llc agreed to fulfill all orders placed under the former company including this order.  I have included a letter we sent to the BBB explaining the terms of the bankruptcy as a reference.  In this case we did fulfill the order and then repair the sofa.  2 months later the customer states she hears cracking in the piece but does not see any further damage. The pictures of the broken item was before the repair.  We offered to send our repair tech to reassess the piece.  We also offered to pick the piece up and issue a store credit for the amount of the purchase so the customer can reselect another item.  

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair 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.

  Hi,I ordered a couch and chair from **** They told me it would be arriving in April and then I got an update saying that was the case. Then crickets. I called and they then told me it would not be arriving until September. Now, I called again and they said it wasn't going to be coming until October. At this point, I asked for my money back. Now they tell me they're escalating the complaint. I want to make sure I do get my money back and not a store credit as it's a great deal of money and what will that get me? I feel that I've been lied to multiple times about the delivery date which is the opposite of my experience with this company before it changed hands.

  Business Response

  Date: 09/16/2022

  Good Morning,

  The client sent this complaint at the same time she contacted *** to cancel the order.  This is a special order which is usually not eligible to be cancelled but due to the numerous delays in receiving the good we are canceling and refunding.  Due to the age of the order we no longer have the ability to refund to the credit card and will send a corporate check. The customer was issued a $350 gift card months ago due to the delays in the order.  We will be refunding the order in full, the gift card will remain active as an apology for numerous delays from the vendor concerning this order.  At no point did we lie to the customer as she indicates, we can only supply the estimated ship dates provided by our vendors and due to supply chain issues the ship date kept getting pushed back.

  Customer Answer

  Date: 09/23/2022

  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,
  
  *******************