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:04/10/2023

  Type:Service or Repair 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.

  On 04/09/2023 I found a discontinued side table that matches my living room set advertised for $100 on the AptDeco site. I proceed with the purchase, but only AFTER I entered my credit card information was it revealed that the final charge is $395.39, which includes a "white glove delivery service" that I never opted into. At no time prior to entering my credit card information were these additional charges made available to me. I wrote both the seller and the company immediately after receiving this information to cancel my order, but the company refused. This is a scam. Had I known the final charge, I would not have proceeded with the order. Not being upfront about the delivery cost is dishonest, furthermost not giving the customer the option to cancel the order traps them into the purchase.I do not want any compensation, I just want this order canceled.

  Business Response

  Date: 04/10/2023

  Hi there,

  The customer did not notice the delivery fee associated with the item. Since all sales are final, the customer needed the seller's permission to cancel the sale. Since the seller agreed to cancel, we processed the cancellation and refunded the customer in full. Please see documentation attached.

  Let me know if you have any questions.

  Best Regards,

• Initial Complaint

  Date:04/04/2023

  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 10/5/22, I purchased a Pottery Barn bed with *************** listed as Gently used and in like new condition for $1799.87. Per website, youll be contacted 24 hours prior to your scheduled delivery day to confirm a time window that works best for you. Ive attached screenshots of the texts with the delivery partner. The men who delivered were unprofessional & did not bother disassembling pieces to accommodate the flight upstairs, resulting in damage to ********************** (Flight of stairs disclosed when I made purchase.) AptDecos advertised delivery svc was to include disassembly & reassembly. Website states that If your item arrives and it doesn't match the listing in condition, brand, size, or authenticity, just let ** know. You qualify for a full refund. I reached out immediately & reported damage. I would have been happy to return this item for a refund, but this was never presented as an option. AptDecos communication has been inconsistent & unhelpful. I completed a building damage form & sent photos/video of the issues (various deep gouges, chips & major scratches, missing hardware, drawers that will not slide open & closed) but after the initial communications, I experienced long gaps in follow-up emails & unreasonable offers for small discounts. To add insult to injury, in one such email, the rep stated that if I didn't reply in 24 hrs, they would move forward with resolving the return with an appropriate discount. As far as the damage to my doorframe, I was told in one email Rest assured, we will provide a contractor/service to repair the damage. When I followed up, I was told that I needed to get a quote from a handyman & provide that quote so that AptDeco can escalate the quote to the carrier who will evaluate the damage and based on approval of the quote, reimburse you accordingly. This rep stated in another correspondence that AptDecos claims **** would need to approve the cost of the repair. More photos available upon request

  Business Response

  Date: 04/10/2023

  Hi there,

  The customer paid $1,286.00 for the Pottery Barn Low Loft Bed with Desk and Drawers. When they received the item delivered by our carrier, the item had incurred a bit of damage, some minor chips on the bottom in addition to a scratch on the doorframe during delivery. Due to discrepancies on the product, we offered the customer a refund of $550 on the item itself. If the customer wants to have the scrape to their doorframe repaired, they will need to provide a contractor's quote and we will file the building damage claim to our insurance team. The customer has been unwilling to abide by our processes and instead requested a refund of a minimum of $800 which is not grounded by any quotes. We cannot refund the customer over 60% of the item cost just because they say so. When the customer purchased the item, they purchased with knowledge that they were purchasing a second-hand item that *** have minor imperfections. We believe we have been beyond reasonable to accommodate this buyer. However, we cannot refund her an unreasonable amount just because she demands it. In addition, the customer has had the item in her possession for over 3 months. 

  Let ** know if you have any questions. 

  Best regards,

  Customer Answer

  Date: 04/12/2023

  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]

   The response by the business does not acknowledge or address the primary basis for disputethe delivery was to include disassembly and reassembly, and due to the delivery services failure to disassemble appropriately, there was major damage incurred during transport and placement in my home. The total cost of this item was $1799.87, including shipping. I am not sure how I am supposed to obtain a quote for damage to an item that cant be fixed, and my refund request is grounded in AptDecos own policy statement that items which do not match the listing are eligible for a full refund. There are deep gouges, major chips and scratches, missing hardware, and drawers will not slide open and closedthis is not an item which confirms to its listing description of like new condition. 
  
  
  I have been actively trying to resolve this with AptDeco directly since the day the item was delivered. It is extremely frustrating that AptDeco would attempt to use the time that has elapsed against me as I was trying to work with the company directly to resolve the issue, resorting to outside measures only after reaching an impasse. 
  In addition, as stated in my complaint, Ive received conflicting information regarding the process to repair the damage to my doorframe caused by the delivery service, and I do not want to obtain a quote for the repair only to have AptDeco reject it and refuse to pay for the damage to my home. In relation to the doorframe repair, the AptDeco representative first communicated to me the following: Rest assured, we will provide a contractor/service to repair the damage. When I followed up, I was told I needed to obtain a quote to repair the doorframe damage and provide it to AptDeco to escalate the quote to the carrier who will evaluate the damage and based on approval of the quote, reimburse you accordingly. In yet another communication, I was told AptDecos claims department would need to approve the cost of the repair. As such, I anticipate extreme difficulty in getting this repair reimbursed by AptDeco. This company attempts dodge responsibility/accountability at every opportunity, downplaying the validity of my complaint and trying to place blame with me for an inability to provide a documented basis for the refund request. As stated, their policy indicates that if the item doesnt match the listing description, then the customer qualifies for a full refund. I was never offered a path to a full refund, despite documenting the damage with pictures and providing all requested information to them. The damage to the item itself cannot be fixed; therefore, I cannot obtain a quote to fix the damage. 

   

   

   

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

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

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair 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 chair from this company for $100. They never quoted me a price for shipping and then sent me a bill for $377 ********************

  Business Response

  Date: 04/10/2023

  Hi there,

  The customer did not notice the delivery fee during their checkout process. The customer, ***********************, reached out to customer service to cancel his order since he did not want to pay the delivery fee. Since all orders are final, the only way to cancel is if the seller of the item agrees. We reached out to the seller on ******'s behalf to cancel the sale. The seller approved the cancellation and we proceeded to refund ************** for the entirety of his order. The communications and cancelled order are above. The order was officially cancelled on March 20th, 2023. 

  Let us know if you have any questions.

  Best Regards,

• Initial Complaint

  Date:03/20/2023

  Type:Delivery 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.

  Order number ******. APT DECO IS A FURNITURE RESALE SITE. CONNECTS SELLERS TO POTENTIAL BUYERS FOR FURNITURE. PURCHASED A RESTORATION HARDWARE **** ON JAN 23 and never received, March 19. Several weeks after purchase attempted to reach out to APT DECO W DELIVERY DETAILS. CONTACTED SELLER THROUGH APT DECO AP AND SHE TOLD ME PICKING **** UP IN 3 days , FIST TO FIST LOGISTICS WAS PICKING **** UP several weeks later , no delivery data. (AT this time , Original seller attempted to share w me her personal information ( email address and phone number AFTER PURCHASE, and was disallowed on site , even **** allows this during a large shipping delivery ,, I reached BACK OUT TO APT DECO AND WAS INFORMED the delivery company canceled and trying to find new shipping company ,, PLEASE NOTE : I did see same listing ( same sofa same picture resold ?!!!!!! No more emails from apt deco and they have blocked any further emails throufh Ap w seller !! The sofa was coming from ********** and I live in ****** ** , right outside *********** ,, I strongly suspect they sold to buyer closer to seller location. I even offered to ******* , APT DECO CUSTOMER SERVICE to pay additional funds to get sofa to me , to help in shipping cost and they never responded. THE **** WAS RESOLD AND THEY KEPT MY MONEY AND NEVER KEPT ME UPDATED. I AM FURIOUS !!

  Business Response

  Date: 04/10/2023

  Hi there,

  The customer's delivery was delayed past our 2-4 week delivery time estimate. When the order was delayed, the customer, ***********************, requested to cancel their purchase and issue a refund immediately. However, several weeks later, she reached out to our customer service and requested that we reinstate their sale and schedule pickup/delivery. During this conversation, she mentioned that she is willing to work with our delivery courier and wait an additional 2-4 weeks for the delivery. The sale was reinstated and delivery tracking is visible above. The item is expected to be delivered to *** by April 14th. In addition, attached are some of the communication we have had with *** regarding this transaction. 

  Let us know if you have any questions!

  Best Regards,

• Initial Complaint

  Date:03/13/2023

  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.

  After ordering a dresser from AptDeco described as "good condition, one small chip in the veneer", we received the piece this evening, March 10th, to find that it was in nowhere near the condition described. Not only that, because AptDeco didn't work with our building's insurance team, as requested a month ago, my husband and I were tasked with getting the piece upstairs ourselves. After doing so and checking the state of the dresser, we realized it was covered in scratches, mismatched paint, chips, and even a piece of the siding is coming loose. (See photo) We took the piece back downstairs and asked to return it via the delivery men but they refused to accept it. What ensued was an incredibly unprofessional and hostile conversation in which the delivery men said they just wanted their dolly back, that they wouldn't take the piece with them, and it was our problem to deal with AptDeco. When we asked if they had a phone number we could call, they said no and that AptDeco doesn't want anyone reaching them by phone. The terrible condition of the dresser along with the completely hostile and unhelpful service from one of the delivery men was an awful experience. I have since written to AptDeco directly with all the attached photos and videos requesting a full refund. They are welcome to come pick up the dresser and resell it if they would like to.Purchase Details Transaction #****** ******* MCM Refurbished Solid Walnut Wood Dresser$850.00 Delivery$94.00 Tip for delivery team$50.00 Sales taxes and fees$211.78 Subtotal$1,205.78

• Initial Complaint

  Date:02/13/2023

  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.

  I listed a piece of art for $65 for sale through AptDeco. It sold 1/3/2023, and was picked up to be delivered 1/14/2023. To date, I have not received payment of $37 from AptDeco. They claim they cannot issue a check and have a problem with their Stripe account.

  Customer Answer

  Date: 02/27/2023

  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:01/24/2023

  Type:Service or Repair 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.

  On June 26th, 2021 I bought a used sofa through AptDeco. It was delivered to my home at ************************************************************** with good delivery service. On July 31, 2022, I sold a sofa through the company APT deco. When the contracted delivery team came to pick up the sofa, they managed to get it wedged between the wall and the staircase and ending up ripping holes in my wall, damaged the newly repaired stained wood, landing, staircase and banisters. I sent an estimate to them from a reputable contractor. The damages are $7890.00 I just received a call, 6 months later that their insurance doesn't cover my claim. I have had many back and forth emails from them. I do not wish to profit off of this I just want my home restored to the condition it was in prior to the negligence. The delivery guys were fighting in my home as the * shaped recliner was wedged in my entryway. I had to ask a neighbor to ****************** me.

  Business Response

  Date: 01/26/2023

  Hi *****,
  
  
  We followed up with you via email. I believe there was some incomplete information given to you by the adjuster. We spoke to the adjuster yesterday and provided additional context regarding this claim. To clarify, the adjuster confirmed that they can help us with this claim but since the incident occurred while loading our **** our auto insurance needs to be looped in as well. Apologies for the confusion! We have already reached out to our auto insurance on January 25th as well.
  
  
  I want to also note that we have complete intention to compensate you for the damage done to your home. We are hoping to receive guidance from ****************** as soon as possible. We will be in touch with you as soon as we hear back from our insurance team regarding the claim. Thank you for your continued patience.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair 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.

  On December 22 and December 23, 2022, I purchased two separate furniture items from one seller on AptDeco. The items were described at the time of purchase as 'display floor items' at a West Elm store and 'minor imperfections' written in the condition category. No photos of the items were provided and I attempted to communicate with the seller, but did not and have not received a reply as of this date. Upon white-glove delivery of the items, one item was within 'minor imperfection' territory. The other item, a coffee table, is coming apart on both ends with the wood joints dislocated from one another and the top of the table being dislocated from the sides. This has caused a crack in the wood on one side, as well. The table is coming apart; that is not a 'minor imperfection'. The white-glove delivery team asked me to come outside to their van to show me another furniture piece from the same seller, being delivered to another customer. This was a dresser and after uncovering the item from its blankets and tie-downs for transit, two holes larger than fists were revealed in the back of the dresser. That is not a minor imperfection for that other customer to be left with upon delivery, either. I have filed a dispute with AptDeco. I paid $572 (without tax, fees, and delivery charges) for this coffee table. This is unacceptable. The seller needs to be held accountable for offloading broken items that are bought at an expensive price, to people told minor imperfections is all they could encounter. This is AptDeco's responsibility as this is a seller they knowingly contract with. AptDeco determines its reputation and sustainability as a business through the partnerships it authorizes and by ensuring a quality AptDeco customer experience when ********************** customers are failed by AptDeco partners and AptDeco procedures.

  Business Response

  Date: 01/26/2023

  Hi ********, 

   

  We have documented this detailed feedback for the seller. We are actively working with the seller to find a more robust way to document the condition of all of their listings. For the coffee table you received, our Disputes team has confirmed that the item is not as described, we sincerely apologize for the inconvenience. We have processed a $300 discount at your request for the item. The refund should appear back on your original form of payment by the end of the week. The screenshot attached documents our communication to the customer regarding the refund.

   

  Let us know if there is anything else we can help with at this time!

• Initial Complaint

  Date:01/17/2023

  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.

  -Made a purchase on 11/30 that was for an advertised price of $457. -My card was charged $902 -Upon review, there was $373 charged for shipping that was not made clear at any point during the purchasing process. -Asked AptDeco for a refund and was told that they couldn't guarantee that as they would need to ensure the party holding the product would permit that. -As a reaction to that, I opened a dispute for $445 (the difference between $902 and $457) with my credit card company -Subsequently was told that the order had been canceled and I would receive a refund.-Refund was unable to be processed due to my open dispute.-12/4 Closed the dispute so a refund could be processed. -Now 1/17 and the refund has still not been processed. -Have sent numerous follow-up emails and am now receiving no response from their **************** team. -This company has effectively stolen $902 from me (more if you count the interest charges that I have incurred on my card while I have waited for this refund to process).

  Business Response

  Date: 01/26/2023

  Hi *****,

  As mentioned previously, we could not process a refund due to the credit card dispute you submitted. However, the dispute has now finally been resolved as of January 17th. Since we won the dispute and held the funds, we have reprocessed the full refund which should appear back on your card within 2-5 business days. 
  
  In addition, for reference, we typically advise against creating a credit card dispute. They typically take months to resolve, and there's no guarantee that it will resolve in your favor. On the other hand, your refund could process faster if the dispute was not opened and the refund was processed internally.
  
  Please let me if you have any additional questions or concerns.

• Initial Complaint

  Date:11/10/2022

  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.

  On two separate occasions, I listed & sold items via APTDeco but have yet to receive the proceeds which were each under $400. The delivery guys picked up the items, the buyers received the items, the transactions are marked sold, yet APTDEco hasnt paid the proceeds due me, as shown on their website. Contacted APTDeco via email multiple times to receive payment from proceeds but this remains unresolved. Sent them screenshots of their legal TOS but still no payment. Finally, the last email from APTDeco asked to provide my address to send me a physical check, which to date, was never sent. They already have my verified bank account & major credit card info on file as well as my home address. Still have not received a check or proceeds via any method. This amounts to fraud. Furthermore, I suspect this company is no longer functioning fully as their website is not updating sold listings or closed transactions. The phone number listed on the BBB site doesnt reach customer service; instead it routes the caller to press Option 1 to use a live chat, then it says your phone doesnt have that capability. There is no actual customer service representative, only an email option, which makes it impossible to resolve when there is no further reply. At this time, I would like a representative from the company to address my concerns and to send me my money or I will be filing suit for fraud. Thank you for your help & attention to this matter.

  Business Response

  Date: 11/29/2022

  The customer refuses to be paid through our payment platform, Stripe. We do not process payment to customers outside of Stripe. In order to be paid, Stripe requires the seller to enter in their last 4 digits of their SSN to verify their account. Since ******* is refusing to enter that info, the funds cannot be released. Please see the attached photo of the pending funds in Stripe. We have explained to the customer that we only handle payouts online through Stripe in which they have refused to cooperate.  If the customer enters her info into the Payout Preferences on our site, the funds will reprocess to her immediately.