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Business Profile

Furniture Stores

Lavender & Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/17/2023

    Type:Product 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 3/5/23, I placed an order online at Lavender and Company's website (***************************************) for a total of $633.60. My order consisted of 1 duvet cover ************ design), 2 standard size shams in Wintergreen, and 2 standard size shams in ****** design. The website advertises that orders ship within 5-7 business days, but I never received this order (#*****) even though my credit card was charged on 3/5/23. I reached out to customer support by email and phone on 3/30/23 and **** from Customer Support said that it has not shipped yet and that they are waiting for an update. On 4/3/23, **** said that everything should ship soon and that she would send tracking as she gets it. I did not receive any updates or shipment, so then I reach out again by email on 5/1/23 and 5/2/23 to let them know I didnt receive anything yet and requested for them to cancel my order and refund my full amount ($633.60) that was charged. On 5/4/23, **** responded that she will cancel the order. On 5/5/23 and 5/12/23, I followed up again to find out about the status of my refund since it has not showed up on my credit card yet. As of 5/17/23, there has been no response and no refund of the money.I am seeking a full refund in the amount of $633.60, which was charged for products that I never received and was told would be cancelled. I have attached a copy of email documentation of my order and correspondence with Lavender and Company as well.

    Business Response

    Date: 05/18/2023

    The manufacturer has been out of this fabric that is causing this delay. This customer has been issued a refund in full and order has been cancelled. See details below. I just resent the email refund details to the customer as well.

    Order
    #*****
    **** *******
    **** ****
    Name on card
    *******************
    Dynamic Account Number last 4

    Message
    Refunded
    Amount
    $633.60
    Refunded items
    2 ****************** ******** Sham / Mircolux
    1 Wintergreen Duvet Cover - Full/Queen / Mircolux
    2 ****** ****** ******** Sham / Mircolux

    refund
    Payment ID
    #*******
    Created
    May 10, 2023, 8:21 am

  • Initial Complaint

    Date:05/10/2023

    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.
    I placed an order for two Dash and ****** rugs on April 27. Since then I have gotten zero updates regarding the order. I have emailed and I have called and left messages but there has been no response. It seems like the track record for all BBB complaints, is that once a complaint is filed the company responds saying we got back to this customer. This is very unprofessional, and I will be reaching out to **** and ****** to take them off as one of their vendors.

    Business Response

    Date: 05/10/2023

    Hi, I emailed you yesterday and earlier today that they will ship this week. We have no complaints. The BBB had Lavender FIelds merged with our company. We are a brick and mortar for 20 years. I can assure you your rugs are shipping and we are processing your order.

    Customer Answer

    Date: 05/12/2023

    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:

    The person I have been in contact with, is a very aggressive, the order was placed on the 27th. There has been no apology for the delay or accounting, for why there was a delay. Nor have I still received a tracking number or notice of shipment. In the email she says that she emailed me five days ago but in this response, she said she emailed me yesterday. The only way I got her to even reply to me was through my complaint on Better Business Bureau even though she claims that is not the case. 

     

     

     

     

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


    Sincerely,

    * *




     

    Business Response

    Date: 05/12/2023

    The rugs are shipping from the vendor. We were certainly not aggressive about this. The order is in process and shipping. once I have tracking I will provide it. Most likely by end of the day. 

  • Initial Complaint

    Date:04/19/2023

    Type:Delivery 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 April 3, 2023 through email at ************************************** the merchant and I agreed upon a discounted price in advance of placing the online order - which was April 3, 2023. I received a prompt response email detailing the 16 curtain panels and shipping was free. ***** *** *** **** ********* ** ******* ***** ******* **** ***** ***** ** ** ******** ** **** ****** *** **** ** *** **** ***** ** ****** **** *** *********** ******* *** *** *********. I waited from Monday 4/3 through Friday 4/7 and had not seen any email communication so I sent an email to the ************************************** and on Monday, 4/10/2023 I received a communication back from merchant: Hi Set to ship early this week. I will send tracking as soon as they ship. **** Customer Support **********************. No email from merchant the week of 4/10 and on Tuesday 4/18 I phoned and left a message during business hours at 11:30am. I phoned again at 2:pm and got vm. I sent an email follow up asking about the shipping and I have not received any communication back from Merchant. I went digging on BBB and found others had similar issues of lack of communication. I also looked up the store address on ****** maps. The address ******************************************* appears to be vacant *********** clothes shop. I'm not sure whether this is a legit business or not. They have a FB page and a LinkedIn page and online chat - but I have not been able to reach a live person. I would like to resolve by receiving a refund. Tonight I took the time to dispute the charges with my credit card company because I have not received the goods I purchased nor have I received a shipping notice. My objective is to get this resolved quickly. I have not received any product and the manufacturer (*****************) has not shipped any product. ***************** website shows the quantity in stock and available, I checked today. CSThrough email we agreed upon a set discount in advance of placing the online order on April 3, 2023.

    Business Response

    Date: 04/20/2023

    I am not sure what the customer is talking about with a vacant store front. We have a busy retail location at ***************** next to **** and **** and Kava. It is one historic building that we all have storefronts in. The customer will be refunded and she was responded to by email several times including yesterday and today. 

    Customer Answer

    Date: 04/28/2023

    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:


    Merchant, Lavender & Company sent an email on 4/20/2023 stating that they cancelled the order for $1,785 and will refund.  I checked my credit card statement and there has NOT been a refund to my credit card from Lavender & Company.  This is 8 days after the merchant put in writing that they would willingly cancel and refund my money.  












     

    Business Response

    Date: 05/16/2023

    We did respond to the bank immediate when she did the chargeback and cancelled the order. Now it is up to the customer to work with her bank. I know though once again that credit cards give immediate credits on a chargeback to the customer so not sure why she needs proof from us. This sounds strange to me and suspicious hoping this is not fraud? 

    Customer Answer

    Date: 05/16/2023

    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:


    Resolution is for merchant to provide documentation of their communication with the bank that they agreed to charge back for $1,785.  Until merchant provides communication with bank, the charges are in limbo - which is where we are today.  This is not the 1st time this merchant, Lavender and Company has slow rolled their part of closing out a disputed credit card transaction with a customer based on a number of other BBB complaints filed against Lavender and Company.


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










     

  • Initial Complaint

    Date:03/23/2023

    Type:Delivery 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 3/10 I purchased an expensive duvet and sham set from Lavender & Co. I received a receipt, shipping on order said within 5-7 business days. After following up and seeing no response I am worried. I still havent received the item and have not heard back. The link to track your order doesnt work which I find strange and highly unprofessional. Can you please help me! Emails attached.

    Business Response

    Date: 03/23/2023

    Hi we did respond to the customer that her items would be shipping today. 

Lavender & Co. is NOT a BBB Accredited Business.

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