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:08/15/2023

  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 had a sofa reupholstered by this company. I am very unhappy with the results. The sizes of the cushions are not correct and do not fit the sofa correctly. The cushions are lumpy and the fabric is shifting around the cushions. The fabric isn't that good either because it seems to be already wearing and pilling even though I have lightly used the sofa for 6 months. I have the same exact sofa in my room as well. It is 12 years old and looks so much better than the newly reupholstered sofa. The discrepancies in cushion size and placement are very apparent when comparing both sofas. I tried to resolve the issue directly with the company but they refused to do anything for me. They put all the blame on me for picking the wrong fabric and being rude to me. I will attach the emails we exchanged. I spent over $2800 on this work so I expected more. Blawnox upholstery states that I used stock fabric that there were no specs on. I truly wasn't aware of that. I was introduced to a wall of fabrics to choose from but told if I wanted a more custom fabric that they had more choices. I have never done this before so I did not know I was picking leftover fabric scraps. I tried sending photos without luck.

  Business Response

  Date: 08/22/2023

  Said Customer came to us in August of 2022 to start her job. The sofa was done and delivered 0n 11/28/22. We delivered the sofa and she loved it (see email thread) she did state about the cushion and we gave her an option to fix but she declined (see email). Then 8 months later 7/26/23 she sends us an email that she is not happy with the sofa and if we didn't so something about it she was going to submit a complaint. We asked here what she was wanting us to do and she said "reupholster at no cost to here" (see emails). We said that wasn't going to happen as there is nothing wrong with the sofa. She is not happy with the decision she made. She did know that the fabrics were lines from NC furniture manufacturers (not scraps) and we don't get any information from them so we don't sell the fabrics. The customer had a choice to purchase a fabric from a fabric company with a warranty and she chose not to as she did not want to spend any more money. I have attached before (brown velvet) and after (green chenille) along with the email threat. Another thing I would like to point out is in her claim she said we were being rude to her but in the email she evens states we have been nothing but polite and professional. I am sorry she is not happy with the decision she made. 
   
   Email Records for claim ******** –  Delivery –  
  On Dec 16, 2022, at 4:11 PM,  wrote: 
   
  Customer -  
  Hi  I think you guys did a great job on my sofa except one thing.  I'm enclosing some photos..  I have the identical sofa in a pattern and I noticed a pretty big discrepancy in the thickness of the seating cushions.  The newly reupholstered sofa cushions are thinner.  I was ok with that but then I realized that because the cushions are thinner, it makes the back cushions sit lower and leaves quite a bit of space on the back of the sofa.  It's hard to explain.  Hopefully the photos help.  I don't know if someone can come look at it or if it could be corrected in some way. Let me know what you think. 
   
  Blanwox 
  Hi,  
      I am so glad you love your sofa it looks amazing!  
  I have attached a photo for your review.  We went by the measurements of the sofa you gave us. In the photo you can see the original one didn’t come up as high as the sofa you sent us today. We actually take the cushions apart and use them as our guide for the next cushions. So unless stated we wouldn’t change the size.  If you would like to have this changed I would need to check if there is any fabric left to do so.  
   
   
  Let me know your thoughts l. 
   
  Happy Holidays, 
   
  Customer - 
  Hi.  It seems like a lot of work for a possible small fix so I am just going to leave the sofa as is.  Thanks!  Happy holidays to you too. 
   
   
  Sent from the all new AOL app for Android 
   
   Email Records for claim ******** – 8 months later 
  
  Customer 7/26 
  Hi .  I really hate to be writing to you but each day I look at my sofa and realize how unhappy I am with the way it looks.  Besides the discrepancy of original cushion sizes that we discussed when I first received the sofa, I feel like the cushions are wearing far too fast.  The cushions are misshapen.  I'm constantly trying to fix them.  Also I am finding the fabric is not wearing well at all.  There's pulling and fuzz accumulation.  The sofa gets extremely light wear so I don't think the sofa should look so bad already.  I don't know what you can do but I truly am regretting spending so much money for a job I am very unhappy with.  I'm attaching some photos.  Please let me know if we can come to a resolution.   I didn't want to post complaints online without giving you a chance to rectify the situation.  I'm really sorry because I hate to complain but each day when I walk into my living room and see the sofa I feel disheartened.  I hope to hear from you.  S 
  
  Blawnox 7/26 
  Hi , 
     I am sorry you are not happy with your sofa. Let me know what you are looking for us to do to help you. 
   
   
  
  Customer- 
  ent: Wednesday, July 26, 2023 4:01 PM 
  To: Blawnox Upholstery ***************************** 
  Subject: Re: More photos 
  
  I would like to have the sofa done over in another fabric without incurring any cost.  Does that seem possible? 
  
  Email Records for claim ******** – 8 months later cont. 
  
  Blawnox 7/26 
  Hi , 
      I am sorry that you are disappointed in your selection of fabric. As discussed from the beginning of this project in-stock fabrics are purchased from NC furniture market and we have no specifications on the fabrics so it's a buyer's risk. You had access to the fabric to look it over. There is nothing wrong with this fabric nor the craftsmanship of the work. There for it is not on us to redo the sofa free of charge. At this point we consider the claim closed. I have attached pictures of the before and after so you have for your records.  
   
   
  Best, 
  Blawnox 
  
  Customer – 7/27 
  Would you consider refunding some of the money considering how bad the sofa looks already? 
  
  Blawnox – 7/27 
  Hi, 
    I am sorry but the sofa does not look bad. When you sit on it you will have to adjust pillows and cushion anyone would have to do that. Also, the fabric you didn't pay for so there's nothing to give you back. 
  Blawnox 
  
  Email Records for claim ******** * 8 months later cont. 
  
  Customer 7/27 
  Or is there anything else you can do to help it look better?  Like straighten out the cushions or something?  Surely there is something.  I really feel dismissed by your response.  One tiny fabric swatch to an untrained person is really unfair.  I expected your company as professionals to do better. 
  
  Blawnox - 
   
  Hi , 
     Yesterday's email from you threating us with a negative complaint was very off putting. We have been nothing but nice and professional to you. I asked you what you where looking for, when you responded with a new sofa at no cost to you, I could see that you were not taking any ownership of the fabric you selected and are not happy with.   
   
  Blawnox 
  
  Customer – 7/27 
  It is true you have been nothing but nice and professional.  I am really surprised at your negative response to me.  Thanks for your time. 
   
   
  Sent from AOL on Android 
   
  This was the end of the conversation.  

   

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********