Complaints

This profile includes complaints for Calico Corners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Calico Corners

  203 Gale Ln Kennett Square, PA 19348-1735

• 

  Calico Corners

  668 Bethlehem Pike Montgomeryville, PA 18936-9711

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  Calico Corners

  9120 SW Hall Blvd Tigard, OR 97223-4485

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  Calico Corners/Calico Home

  310 State Route 10 East Hanover, NJ 07936-3596

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  Calico Corners

  2001 Contra Costa Blvd # B10 Pleasant Hill, CA 94523-3383

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:01/04/2024

  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.

  -Ordered upholstery work 8 "slip seats" for dining room chairs.10/4/23 Promised in 6-8 weeks.-Paid $1765 deposit on CC and same amount was charged prior to pick up.-This complaint/review is required due to the unprofessional nature of the local manager **** and their inability to send a professional to complete the job I picked the seat cushions up Dec. 1 and not one would fit into the chairs at home. Calico sent a guy who. arrived with no tools and could not fix on site as promised. He said he would need an air compressor. I refused to let him take my furniture without some proof of insurance and he never even tried to put the seats on the chairs. Needing those chairs for an event I hired a well respected local upholster (***'s) to come and he put the seats on in less than 30 minutes. A basic household drill was used. He could not imagine why anyone would need anything else. This was at my own expense. I also was never offered the extra fabric (expensive) that was not used for the project. I had to contact them as I found out there was a good amount of extra fabric from the guy that came to my house. He and his wife had it at home. --Yes Calico Corners tried to fix but the guy they sent came with no tools and made no attempt to even try to put the seats on the chairs. The manager **** was so rude it seemed better to just find my own professional to do the job. CC had by then charged the final payment on my ** yet the job was really not done. It was noteworthy that no one from CC came to my home to see the problem. It is 5 minutes away.-order #********

  Business Response

  Date: 01/12/2024

  January 12, 2024 
  

  Dear *** *******, 
  

  This is to confirm receipt of the complaint filed from ******** ********** (Complaint ID#: ********). Below is our response to the complaint: 
  

  October 4, 2023: The customer removed her dining room chair slip seats and brought them to the store to be recovered; an order was placed to have eight slip seat covers reupholstered. A copy of the signed sales receipt is attached. 
  

  November 7, 2023: The slip seats and fabric were provided to the upholsterer to complete the reupholstery project. 
  

  December 1, 2023: The project was complete and the customer picked up the slip seat covers and signed the Certificate of Completion form (attached). Per the Custom Order Payment Agreement (attached) that the customer signed, her credit card was processed for the balance of $1,765.00 as the product was complete and ready for pickup. 
  

  Later that day, the customer called the store to indicate the slip seats did not fit back into the chairs. The customer then requested a refund. 
  

  December 2, 2023: The Store Manager contacted the customer and Calico indicated that we would send the upholsterer to her home to put the slip seats into the chairs at a 50% discounted trip charge. 
  

  December 5, 2023: The upholsterer went to the customers home and was planning to take them to his shop to insert the slip seats back into the chairs. He was able to put two of the slip seats in easily at her home: 
  

  The customer wanted Calico to send a disclaimer that we would repair any broken chairs before he took them away to put the slip seats back into the chairs. As the upholsterer started to load the chairs into his truck, he noticed cracks in the wood and tape holding things together. At that point, the customer said that some of the wood cracked when she removed the slip seats and asked the upholsterer if he could fix them. 
  

  The upholsterer told the customer that he did not do furniture/wood repair work and he recommended that she get them repaired before putting the inserts back. The customer indicated that she was very happy with the workmanship of the slip seats but needed the wood repaired and would take care of it herself. 
  

  Calico provided the service for the slip seats as contracted by the customer and would have sent the upholsterer back to put the remaining slip seats into the chairs once the chairs were repaired. Calico could not be responsible for attempting to put the remaining slip seats into the chairs in the condition they were in; this was to avoid further damage to the chairs. 
  

  Therefore, we will not be compensating the customer as requested for the upholsterer that she hired ($200) nor for stress ($100) as indicated in her complaint. 
  

  Please contact me if there are any additional questions. 
  

  Sincerely, 
  Calico Store Operations 
  

  Customer Answer

  Date: 01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:many facts are  omitted and some statements are false.(1) On Dec. 1 when discovering not one seat fit the chairs I called to inform Calico and asked that the balance charged that day be refunded until the project was complete...ie seats could go back into chairs.I only wanted the partial refund when job was finished to my satisfaction. (2) December 5. Upholsterer came with NO tools and got some seats in but no tools to do the job as agreed upon.  Therefore he came not prepared to do the simple job with a power drill. Yes it is true I wanted some agreement as to liability in taking the chairs from my home.  He NEVER started loading up any chairs and it was me that told him not to as some had weakened spots (still functional) and asked him to leave. He would have taken them in that condition which would not have been smart. He had no problem taking the chairs...it was me who then stopped him and said I would get them repaired.  There was absolutely no need to take those chairs from this home. Calico did not send someone to put them in but rather he was told to load them up.

  Calico did not provide the service agreed upon by sending someone to do the work in my home. If he could have even put in some of the seats that would have been helpful.  This involved having to deal with **** has no concept of treating a customer with fairness and kindness.  No I don't accept the response..
  
  Regards,
  
  *************************************

  Business Response

  Date: 01/31/2024

  February 1, 2024 
  
  Dear *** *******, 
  

  Below is a response to the most recent communication regarding complaint #********: 
  

  Calico stands behind the quality and workmanship of all projects; hence, Calico did not issue a refund. Calico reupholstered the slip seats for store pick up and the slip seats met the customers satisfaction per the signed Certification of Completion (attached). 

  The client's dissatisfaction came when she was not able to successfully reapply the slip seats to her chairs which she, herself, had previously removed from the chair frames. When the slip seats were ordered and picked up, this service or expectation was not discussed. Calico was never in receipt of the chair frames nor contracted to apply to the frames. 
  

  Calico agreed to send someone from the upholstery workroom to address the situation. Upon review, it was discovered the chair frames were damaged. Calico would not take the risk to simply apply the seats to broken frames due to liability with use and potential injury. The alternative upholsterer applied the seats to broken frames which does not meet Calico standards, certainly his choice and the customer's choice in taking this risk. 
  

  Calico planned to take the chairs to the workroom to apply the slip seats; this plan was aborted with the discovery of broken frames. In addition, Kathleen demanded a liability letter to take the chairs and decided to not have them taken from her home. 
  

  Hence, whether in the home or the shop, Calico had agreed to apply the seats to the frames which was the end goal. 
  

  Please contact me if there are any additional questions. 
  

  Sincerely, 
  Calico Store Operations 
  

  
  

  Customer Answer

  Date: 02/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I  have already stated the facts. The responses are a clear indication of the business model of Calico. Customer is never right and has no valid points. The do not admit to have made any mistakes at all. Their responses will not change. What I want now is to leave the complaint up so that prospective customers can see how it goes with Calico and make their own judgement on if they wish to trust them with their project. BBB has done all they can do. Thank you.
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:09/23/2022

  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.

  This complaint is for failure to respond to multiple polite attempts (in person, by email, and by phone) to resolve a warranty issue. On Saturday, Jan. 29, 2022, I visited the Calico store in Alexandria to request warranty support for failing premium springdown cushions on one piece of a sectional, order #********, March 30, 2016 . Associate, Kathy, asked me to email the store with details on the problem as the manager was gone for the day. I followed up by email on Feb. 8, 2022 with a copy of the purchase receipt and photos to illustrate the issue--a large gap between cushions and we fall between them when we sit on only this one custom piece of the set. I received no reply to my email. So, I returned to the store in late February and the manager again was not available. The other associates said they couldn't assist without the manager but they took a message with my details on the note pad with carbon copies by the phone. Two weeks later when I got no reply, I called again; the store manager got on the phone and wished me a Happy St. Patrick's Day which was irritating with the ongoing delays. I politely asked if she could pull up my email from February to schedule needed service on my furniture. She assured me she saw the email and would have someone contact me to come to the house to inspect the failing cushions. Still, no call. In April 2022, I again returned to the store and was told the manager was on vacation. I left a message again at the store because the associates said they couldn't schedule the visit the manager promised to me by phone without her present. I waited over another month and phoned again. Associate, Kathy, who I had spoken with multiple times, remembered me and said the manager would have to call me back. I received no return call. I called again in June and politely voiced my frustration at their unwillingness to honor the product warranty, which cost me a premium. I left a message with their corporate office-no reply. Please help.

  Business Response

  Date: 10/13/2022

  October 11, 2022 
  

  Dear *** *******, 
  

  This is to confirm receipt of complaint ID #******** submitted by *** ***. Below is our response to the complaint. 
  

  Upon review of the complaint filed by *** ***, Calico has been notified that one of our upholsterers had previously attempted to reach *** *** to which they had not received a response. 
  Calico will be sending *** *** a certified letter indicating that she will have 60 days from the date of the letter to contact the Old Town Store Manager, Kisha K************ to schedule an in-home appointment. This will be a mutually-agreed upon appointment with *** ***, Ms. K************ and a Calico upholsterer to inspect the cushions and have them fixed at Calico's expense. 
  

  Calico apologizes that this has not been resolved in a timely manner; however, we will accommodate the request to correct the cushions. 
  

  Please contact me directly if you have any further questions. 
  

  Sincerely, 
  Michelle M***** 
  Calico Store Operations
  

  Customer Answer

  Date: 10/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I look forward to receiving the certified letter inviting me to contact the store manager for an appointment to inspect the cushions. However, I must be absolutely clear that I dispute ever being contacted by an upholsterer to set an appointment.  I received no such call.  

  
  

  Regards,
  
  *************