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:11/01/2022

  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.

  This occurred on Thursday, October 27, 2022. Two AptDeco delivery men broke a lamp of mine. AptDeco told me to submit a damage claim form. I did and was told Id get a response to my claim in 24 hours. That was on October 27. On October 30, I have now followed up 5 times via email, no response. I had to write a new message through their website and got a response saying they never received my claim and that I had to resubmit it. I immediately resubmitted the damage claim form. No response. No apology for this consistent appalling behavior and customer service. No compensation. I dont think they have any plans to compensate me or even respond to my claim. I will never be doing service with AptDeco again.

• Initial Complaint

  Date:10/19/2022

  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 August 5, 2022 I sold my couch to a designated buyer through AptDeco, (This was my second time using AptDeco.) When the movers, provided by AptDeco, tried to move the couch out of my apartment, they were unsuccessful and made significant damage to my front door and the wall in my entryway. I immediately reported this to AptDeco and filed a claim via their website. I provided all the requested information, photos of the damage and an estimate for repair from the building contractor as requested by AptDeco. I received a timely response with "sincere apologies" and "our goal is to resolve this as soon as possible" and "building damage requires us to work with our claims and insurance team which can take longer - up to 60 days for resolution".It has been over 60 days now and I have made numerous attempts to contact AptDeco throughout the 60+ days for an update with no response or follow up. All I get is an automated response that they are reviewing my claim and "will be in touch within the next 1 to 3 hours" but there is never any follow up. I feel the company is lying about having a claims/insurance team or wanting to resolve claims and that this stall/ignore tactic is standard in the hopes the client will give up. This is not an honorable way of running a business and it appears from other filings that this is not the first time this has been brought up as a complaint.I need to get my front door and walls fixed and ask that you assist or recommend next steps to make AptDeco accountable for the damage they caused. Thank you.

• Initial Complaint

  Date:09/27/2022

  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.

  I purchased an antique table via AptDeco on January 18th 2022. When I went to pick up the table, I saw it had innumerable holes, consistent with some wood-eating insect. I asked the seller about them, and he assured me the table had been treated, and the infestation was resolved. A few months later, sawdust started appearing below the table. I had two pest control companies come and see the table, and they diagnosed it as having powder-post beetles. I contacted ***, the seller. We initially tried to get the table treated again. However, it became evident that the cost of treating it, which involved stripping it from its finish, soaking it, and finishing it again, was too expensive and not a definitive solution, as there is no guarantee of powder-post beetle eradication. The seller agreed to take the table back, and he had it picked up from my home in August. I have spent a significant amount of money trying to solve this problem, including having the table sprayed as a temporary measure, pest control inspections and a car rental, and vacation time spent on spraying, transporting, storing, and replacing the table. The seller and I have agreed on the return. The sale was made through APtDeco, whose policy for "money back guarantee" states that a report should be filed within 24 hours of receiving the purchased item. In an email, they responded that my table was ineligible for returns. However, it is impossible to know a piece of furniture has an active infestation until it becomes active. When I noticed the holes, the seller stated that this is a common finding in antique furniture and not a reason for concern, given that it had been treated. Furthermore, the seller and I have agreed that the return is appropriate. It is AptDeco, the intermediary, who is refusing the return. AptDeco should encourage honest transactions between buyers and sellers, such as these, and should not retain their profit in this case.

  Customer Answer

  Date: 10/04/2022

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

• Initial Complaint

  Date:09/19/2022

  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.

  Apt Deco took my money but never delivered the item. I've asked for a refund but they deny it. They requested me to be home for the delivery but it never arrived. I took time off work for this since they have a very small delivery window which also cost me. They keep changing dates and time on their end with last minute notification and request me to home otherwise they'll charge me. There are 4 people trying to figure out this simple problem. My time and money are being wasted with no product delivered. This business is a total scam.

• Initial Complaint

  Date:09/08/2022

  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 Aug. 6 I made a purchase from the website, Aptdeco. The item was not as described and very damaged, but they issued a small refund. On September 8 I received an email saying that the sale of an item I purchased had expired and they would refund me the payment. I wrote back and told them that I never purchased an item and that I had only put it in my shopping cart. They responded that if the item was in my shopping cart it implied that I want to purchase it so they complete the sale. This is not even their usual process which requires completing the sale with a method of payment and choosing a delivery date. This means that they used my credit card information from a previous sale to charge me for items that I never purchased. On September 8 I discovered that Aptdeco had used my credit card to charge me for 6 transactions totaling over $3000.00 for purchases I never made. I did not order these items and I did not authorize my credit card for these items. When I checked their website, they have only the purchase I made on Aug. 6 listed in my history under "Purchases." My bank verified that Aptdeco did indeed charge me for multiple transactions and the funds were transferred into their account. These were fraudulent transactions and it literally drained my bank account. They have no phone number and customer service does not answer their emails.The Charges all occurred on September 7, 2022 Amounts:1034.31 ****** ****** ****** ****** ******

  Customer Answer

  Date: 10/03/2022

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

• Initial Complaint

  Date:08/15/2022

  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.

  We used AptDeco to sell several pieces of furniture, including a coffee table that has a wood base and a heavy stone top. When the AptDeco movers came to pick-up the table, we warned them that the stone top comes off and should be moved separately. Despite that warning, they attempted to move it together, which resulted in the stone falling off, landing hard on our wood floors, and creating a huge *****. We contacted AptDeco to process the claim and responded promptly to all their requests (submit pictures, submit quote for repair, etc). Despite providing everything they asked for and following up numerous times, they seem to be no longer responding or providing any path forward to be reimbursed. This is a pretty straight forward situation, and they have made no claims as to why we should not be compensated for the damage caused by their negligent movers.

  Customer Answer

  Date: 09/09/2022

  At this time, I have been contacted directly by AptDeco, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I have been in contact with the business, but they typically will take a week to respond via email, refuse to provide a phone number in which I could talk directly to a service rep, and each time they respond they don't provide direct action on how to resolve the issue.  It seems like they are just intentionally dragging it out, so maybe I'll just give up.

   

   

   

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

  Sincerely,

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