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:06/09/2025

  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.

  I sold a couch through AptDeco on April 20, 2025. As part of the sale, they are responsible for arranging pickup of the item from my home. Over the following 8 weeks, I contacted their customer service multiple times to get a confirmed pickup date. I was given several scheduled pickup windows, all of which were either canceled or missed with no adequate resolution.Despite my repeated attempts to complete the transaction in good faith, AptDeco was unable to provide pickup. I informed them I had sold my house and needed to vacate the property. Because of their repeated failures, I was left with no option but to cancel the transaction and give the couch away, resulting in a $2,200 loss.AptDeco is now claiming I violated their terms and conditions, despite the fact that their own logistics team failed to complete the transaction within a reasonable timeframe. I am requesting this cancellation be acknowledged without penalty and that AptDeco assume responsibility for the failure.

  Customer Answer

  Date: 06/17/2025

  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:05/23/2025

  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.

  On Monday, May 19th I was looking to purchase a shelf on AptDeco. It was my first time using the site. I saw one for $45 and clicked "Request." A few minutes later, I got a notification that the request was accepted that my card was actually charged $217.97 to include the delivery fee, which I knew nothing about when making the payment. Had I known about the high delivery cost, I would not have purchased the item. **************** directed me to contact the seller on the site directly by message, asking them to cancel, and said that if I provided proof that the seller was willing to cancel the order, they'd refund me. After multiple messages the seller never responded. On May 21, I got an email from AptDeco saying that they can't cancel my order. The company has no phone number.

• Initial Complaint

  Date:05/05/2025

  Type:Delivery 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.

  On AptDeco website, I bought a desk and paid to have it delivered. Total price with tax $261.81 Yesterday, I received a text saying the desk would be delivered by ************* on May 1, between 11 AM and 2 PM. Starting at 2:15 PM, I texted asking where the desk was. I was told in several texts that the delivery was being held up by traffic. It never showed up, and my texts are no longer being answered. At 6:15 PM, I emailed AptDeco that I required a full refund. No reply yet.

• Initial Complaint

  Date:03/27/2025

  Type:Order 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 didn't get paid for a sale on the AptDeco Website.

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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.

  Inaccurate and/ or misleading website information. Aptdeco states the seller will collect up to 70% of the sale of an item. However, in the earnings estimate calculator Aptdeco takes a 60% fee, leaving only 40%. The company is renown for overcharging customers, keeping items, hidden fees, misleading website information and not responding to inquiries.

  Customer Answer

  Date: 08/16/2024

  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:08/07/2024

  Type:Sales and Advertising 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.

  My girlfriend and I used AptDeco to sell our couch. We arranged for them to pick it up, as per the service. Everything went smoothly, we thought, until the next day she got a notification from AptDeco, claiming that the couch had bed bugs and the buyer was unwilling to accept the item, and all the money was credited back and the couch was discarded. They sent us the "photos" and IT WASN'T EVEN THE SAME COUCH. I understand bed bugs, and we 1000% never had them in the couch, we would have known if we did because they would have been all over the place, and we've never had any sightings before or after that.We replied back to the business telling them this is false, the photos are not even of our item, and have yet to get any response.They literally stole our couch, and are refusing to reply acknowledging anything.Also, another piece of incriminating evidence. They claimed that the buyer of the couch, "found the bed bugs, then had to pay to discard the couch". If the buyer found the bugs, they would demand that AptDeco take care of it.Here is the total cost breakdown, you can see how AptDeco stole their entire part of this fee:Selling Price$505.00 AptDeco fee$303.00 Shipping coverage$-47.00 Your sale proceeds$155.00 Here is the link to the listing:*********************************************************** I attached the photos the business sent us at the bottom. You can see it's not even the same color/couch.

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by AptDeco, Inc. regarding complaint ID ********.
  

  Please attempt to contact them again, or inform them an official police report will be filed.

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

  
  

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair 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.

  On January 15th, I submitted a purchase request, and there was an error that caused the delivery cost to be calculated after I had submitted the purchase request. My receipt initially said that I would be charged $164. When I checked my bank statement, I noticed that I was instead charged $648.89. I immediately contacted support to alert them to this error, and they told me that I should have been able to view the price before submitting the request. This was not the case, either due to a bug or a lag in the calculation. Both the seller and support have not agreed to cancel my order, despite the fact that it was due to a mistake in AptDeco's system, and I contacted them about the issue before the sale had gone through. There are many glitches when navigating through the website, and I am sure this is another issue with the website. It looks like this bug has since been resolved, or is difficult to reproduce, but it has scammed me out of almost $500 dollars. Unfortunately, I did not take a screenshot upon checkout, as I assumed the total would be correct.

• Initial Complaint

  Date:10/25/2023

  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 purchased a credenza in July and it still has not arrived. My shipment has been rescheduled multiple times, and they are still unable to get me this item. Aptdeco picked up the item from the seller and took it to their warehouse, but are unable to get someone to pick it up. They have refunded me the shipping cost, but they cannot get the item to me after three months and I am now out hundreds of dollars that I spent on the item. I am frustrated and I need this item to finally ship after all of these months and get to me because this is absolutely ridiculous and I want to make sure that they dont keep my money and never send me the item. Im not looking for a refund, Im looking for it to get delivered.

• Initial Complaint

  Date:08/25/2023

  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 purchased a couch from AptDeco that was described as "exposed to pets." When it arrived, it was covered in cat hair. I told them to take it back and I wanted a refund. They maintained it was in the condition described and refused to give me my money back. They then told me about their "money back guaranty", which means they sell the item for me. I continued asking for my money back, but they continued to refused. I maintain that "exposed to pets" should not mean dirty and disgusting. They have terrible customer service, no phone number, slow response times, and are truly unhelpful. I never would have purchased anything from them if I knew there would be such a discrepancy between description and the actual item, nor if they would stand by their fraudulent claims of an item's condition.

• Initial Complaint

  Date:08/21/2023

  Type:Order 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.

  On August 7, 2023, I purchased 2 items, a loveseat and dining table. They were intended to go together, even though they were bought from different sellers on aptdeco. The seller for the loveseat canceled the purchase right away. I sent a message through the app asking why; they said item was damaged and they couldnt send it. Fair enough. Now I didnt have the 2 intended items together, so I immediately contacted the seller of the table, saying Id need to cancel asap. I apologized but considering it wasnt my fault and I sent a prompt request, I thought theyd be fair and cancel the transaction. I also emailed aptdeco customer service about the same issue. The seller would never reply to me, and I didnt get a definitive answer from aptdeco until 8/17, telling me the seller wasnt willing to cancel lol. What a joke this policy is. To MAKE a buyer accept a piece of furniture! I would not accept that, especially since the seller didnt even have the courtesy to reply to me. That alone should be grounds for canceling. I immediately called Amex and disputed the charge. 1) I wasnt refunded for the loveseat the first seller canceled and 2) I was being charged for a table Ive asked to be canceled and do not intend to accept delivery for. I really thought this website was a godsend, as Ive had a great experience with separate seller and furniture item. But if things dont go as planned, aptdeco isnt helpful and tries to enforce absurd policies. There should be a window where purchases can be reviewed or canceled, if needed. In the meantime, I keep pushing the delivery date back before theyre forced to refund me my money and cancel delivery. Buyer beware. Also, as a seller beware!! The fees they take are almost 50%! And I personally think not worth selling through them.