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:12/20/2024

  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.

  Order # *******, ******* Purchase date: December 2018 I purchased a tub and various parts, including a faucet, drain, overflow cover, and feet, in December of 2018.Unfortunately, all the items I bought from Vintage Tub have defective paint. Additionally, the faucet shown in the attached pictures is not functional; the shower handle will no longer turn, preventing me from using the shower handle. Furthermore, the paint is tacky and can be peeled off, as the pictures demonstrate. I have also noticed that the porcelain at the bottom of the tub is coming off, which is visible in the images. I reached out to ****** on December 19, 2024; unfortunately, her response was unacceptable, offering me a 20% discount.

  Customer Answer

  Date: 12/26/2024

  Unfortunately, beyond the order numbers that I have already provided I do not have any documents to provide the BBB. 

  Customer Answer

  Date: 12/26/2024

  Correction, I have the warranty information. The bathtub is still under warranty, which has developed loss of porcelain on the bottom of the tub resulting in rust spots. 

  LIFETIME LIMITED WARRANTY DETAILS
  This lifetime limited warranty covers defects in the porcelain, cast iron, or acrylic that cause the tub to be unsuitable for use. Examples include cracks in the porcelain or cast iron and rust spots resulting from a defect in manufacturing. We also warranty the paint against cracking, peeling, and lifting for a period of one year provided the products are installed by a qualified licensed plumber. This shall not apply to the labor or expedited shipping costs for the repair or replacement of the product. At our discretion, we will repair or replace the tub, or refund your money. This warranty applies only to normal usage and is considered void if the damage is caused by misuse, abuse, dents, abrasives, chemicals, improper installation/care/maintenance, alteration, or any other form of neglect.

   

  Business Response

  Date: 01/03/2025

  Vintage Tub & Bath has been in touch with the customer advising that the faucet has a ****** warranty period which expired in December of 2023.  

  The bathtub does have a lifetime limited warranty against manufacturing defects and VTB is currently working with the customer on a resolution. 

• Initial Complaint

  Date:09/13/2024

  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.

  I ordered a shower pan from this company in 04/06/2024. Multiple issues with this company. 1- Shipping took longer that what was advertised and from the *** on my order confirmation. Vintage Tub received my order (4/6) and $1201.64 was paid to them. After payment, Vintage Tub stated the product was back ordered. Once shipped, they used a shipping company called ****. **** held my shipment until they delivered on 05/22/2024. **** would schedule a delivery date and cancel the night before and reschedule. This happened multiple times. Eventually Ceva stopped all contact. Phone number for **** listed on their emails was not in service when I attempted to call. I ******* them and called the local office. A woman on the phone found my shipment and scheduled my delivery. 2- The package arrived. (At this point the contractor is waiting on the shower pan and we are delayed) Package was a crate and not possible for me to open. ********** did not provide any forewarning of how to open the product and that tools are required. I was not prepared for opening a crate at delivery. My contractor arrived 5/24 and was able to open crate. After opening we discovered pan was broken in 3 pieces. 3- I contacted Vintage Tub to report damage and requested a resolution. I spoke with a *** ***. She stated she was going to work on an exchange. I emailed her pictures and a summary of the issue. *** was nonresponsive to all follow up emails and did not follow up via phone. It took several phone calls from me to get status u[pdates. The exchange was ordered and was pending for over a month. I would call during these weeks and *** would state the order is pending and apologized for inconvenience. Beginning of July I made my final call and was told there was in fact no exchange or order for a new pan because I didn't open the crate and report at delivery. 4- Only 4 and 5 star customer reviews on company website are published. This company is selectively publishing their reviews. Deceptive

  Customer Answer

  Date: 10/15/2024

  The business has not contacted me. 

  Business Response

  Date: 10/17/2024

  VTB does request that all shipments are inspected within 48 hours of receipt, to report any concealed damage, shortages etc.
  
  In this case, the customer waited a month to report that the unit was broken and VTB was not able to hold the freight *** responsible for the damage or to recoup the cost if the damaged item.
  
  For this issue, I have issued a refund request for the customer to be refunded for the damaged shower pan.  The refund will be completed within 1-3 business days.
  
   Thank you,
  
  ****** ****** | Customer Advocacy  Manager
  
  

• Initial Complaint

  Date:08/18/2024

  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.

  I ordered a tub that I was told would take 3-4 weeks to be custom painted and ready for delivery.( at which time I would be notified(. 48 hours later I was told that it was out for shipment. The job doesnt start for as mother 3 weeks. No one is there to receive ( in ***). They say the are dropping it curbside ( they have the wrong address) . And wont cancel the order. I cant get them to cancel.

  Business Response

  Date: 08/27/2024

  Vintage Tub & Bath had the shipment returned with the freight *** and the refund was issued, in full, on 8/21/2024.  Not sure when this complaint was filed but customer was aware that ********************** was reaching out to the FedEx Freight *** to have the shipment turned around on 8/19/2024.  The return documents were received, confirmed and the customer was refunded on 8/21/2024. The customer was notified of these details via phone and in writing via email. 

• Initial Complaint

  Date:06/26/2024

  Type:Product 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 placed a order for a sink that took two weeks to receive and arrived yesterday 06/25/2024 cracked I contacted the company and sent them pictures of the damage , but not one has gotten back to me and I have called they don't answer the phone .. I have a huge box taking up space as well as damage sink taking up space in my house I need a quick turn around on this . and my experience with the company is they don't respond quickly and I found out after I had order , that they did not have item in stock and were getting it from some other entity which cause further waiting . Had the website been accurate regarding the shipping time I never would have order it from them , I would like a complete refund without the hassles of tryin to ship it back , who wants a damaged sink any ?

  Business Response

  Date: 07/17/2024

  VTB has reached out to the customer and apologized for the inconvenience and lack of communication regarding the damaged sink.    A full refund is being processed as requested.  

  Customer Answer

  Date: 07/17/2024

  this matter has been resolved to my satisfactory thank you for contacting the business and providing me with a solution  

  Customer Answer

  Date: 07/22/2024

  
  
  Better Business Bureau:
  
    This matter has been resolved to my satisfactory thank you for contacting the business and providing me with a solution  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:05/06/2024

  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.

  Date of transaction: 04/10/24 Order: # ******* Paid: $3632.21 Purchased: Cast Iron Clawfooted tub, Freestanding Plumbing for tub, Exposed Shower System with handheld shower, Sink Faucets (2)Was promised both in writing and verbally that items would ship in 2-3 days, and arrive at our door within 7-10 days. It has been nearly a month and still have not received my order. Spent many hours over the last few weeks trying to get my items delivered, numerous calls, emails, etc. Today company left me on hold for ******************************************************************************* touch the manager, ******. Called back and again left voice mail and email, no response.

  Business Response

  Date: 05/13/2024

  Customers order was shipped on 4/19 with Tforce Freight.  The ****************** had multiple issues with their lift gate truck which was needed for delivery in a residential area.

  I was first notified of the issue on 5/6 and the customer was put on hold for me to speak with but when I went to pick up the call, the customer had been disconnected.  I tried calling but the line was busy. I left my name and contact information for the customer to call me back directly. In the interim, I was working on getting the shipment rescued from the Tforce Freight terminal and delivered by a different freight ***

  
  I received confirmation that the order could be rescued and was able to reach the customer on 5/7 to let her know that the shipment would be rescued by a different *** and they would complete the delivery.  The delivery was completed on 5/10, confirmed by the customer. 

  Customer Answer

  Date: 05/24/2024

  The complete order was finally received on May 13. I really appreciated the efforts to overnight the missing shower system, thank you for that. I was waiting to reply to this to make sure everything was also in working order. But due of the long delay in receiving the all the products, that caused construction to be pushed out and delayed as well unfortunately. So nothing has not been installed to date. Im hoping they will be installed by the end of next week or possibly the beginning of the following week.

• Initial Complaint

  Date:03/01/2024

  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.

  02/09/2024 $668.42 Tub and Shower Cancel order to discrepancy with shipment delivery. Accommodation not met.The business refunded portion but not the full amount. They did not refund the remainder of $398.44 due to citing return shipping charge via email. Invoice, attached, did not stated this fact. Other information noted but not this. Thus, I am petitioning a return of the remainder.WEB ORDER NUMBER:10462617 / order ******* Advertisement online

  Business Response

  Date: 03/13/2024

  
  
  Vintage Tub & Bath was notified by the delivering freight *** that the customer was refusing the delivery because the driver would not take the shipment into the house. Vintage Tub & Bath does not offer White ***** delivery service, it is curbside only and the delivery method is posted on the sale page of each item that is shipped via motor freight.  
  
  The deduction of the return fee is also listed on the VTB website under the Returns category.  The links are below. 

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

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

  Customer Answer

  Date: 03/28/2024

  [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: 21371046
  
  I am rejecting this response because:

  The inaccuracy of the statement and what was said over the phone are untrue. It was never asked to bring the unit into the house. It was asked if they can place it on the side of the house. This was not a big deal. If it can't be done, It can't be done. This is not what caused the refusal. I accepted this. Their delivery freight company that they aligned with had a 9 to 10 hours window (too long) despite a 30 minutes heads up. I work. It takes roughly an hour to get back home from work. I stated to the agent dispatcher that an appointment can be made for a particular day since I needed to sign it off, but if I can't make it on time then I will have to cancel and reschedule. This started a setback. I was told I will be charge for a redelivery. I didn't accept it and I said I will cancel it for 1) Too long of a windows time, since it needs to be sign off rather than just drop off and 2) the charge of redelivery. 

  This purchase was done online. Nowhere that it linked nor stated on the invoice when email if there is a setback due to return, changes, cancel and so forth. For all is known, Vintage may have added the statement online recently. Regardless, Customer needs to be provided all policies included on invoices (even it is 10 pages long) upfront to avoid a complaint like this. 

  Copy of invoice attached.

   

  FYI:  Fortunately and happy, Purchased tub elsewhere. 2 hours windows time arranged. Didn't need to take off work. Ease of transition went very smoothly unlike reference above.

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

  
  

• Initial Complaint

  Date:11/29/2023

  Type:Product 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 ordered a kitchen sink metal grid liner from Vintage Tub & Bath on 8/18/2023. Order Number *******, size 30 x 20 Inch. Received an incorrect grid, size 24 x 16. Customer service informed me the size I ordered was not in stock and would be unavailable for 4 to 5 months minimum. I returned the grid per their instructions and requested a refund. Customer service informed me the refund was pending. Instead of a refund they sent me the same incorrect grid a second time. I called them and they said to return the product again and a refund would be issued. The same incorrect product was shipped 2 times in a defective condition (missing the plastic support feet). This is evident in the pictures of the very poor packaging. They emailed me on 11/02/2023 the second return was processed and a refund would be issued in 8-10 business days. It has now been 20 business days with no refund.

  Business Response

  Date: 12/12/2023

  Vintage Tub & Bath has issued the refund as requested and as should have been done the first time. The error was an internal department training issue. 

  I have reached out to customer both by email and voice message, to apologize for the error and to confirm that the refund has been issued.  I have not heard back from the customer. 

  Customer Answer

  Date: 12/13/2023

  The vendor Vintage Tub and Bath, has fully refunded my purchase amount. Thank you Vintage Tub and Bath and especially thank you BBB!

• Initial Complaint

  Date:05/24/2023

  Type:Product 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 A freestanding tub on 4/10/23 in the amount of $1,582.28. When the tub arrived I noticed that its was missing a part (overflow). I called them and they told me that they will send that part right out. When I received the part I noticed that was not going to work. So I called them back and the they wanted me to send them pictures, this was on 5/01/23. So after she got the pictures she called me back and told me that there was an issue with the manufacture and the overflow did not work right, but the tub will still function correctly. I new that it would but that is not what the homeowner pick out, there website shows a overflow and that's what the customer wanted. To this day the website still shows the overflow on the tub. I told her that I wanted to speak to the manager but the manager was out. She took my name and number and said the manager will call in the next few days. I did not hear from the manager so I called back and got a different person had to explain everything to her and resent her all the pictures, once again the manager was not available. She took all my info again and said the manager will call in a few days. So on 5/11/23 I received an email that a part was shipped to me so I thought that maybe they found me an overflow that works with that tub. Come to find out they sent me a part that I didn't ever need or ask for. So I call them again and spoke to a different person, but she actually kind of new about my situation. So I immediately said I need to talk to A manager. She told me that the manager was gone for the day and they will call me back. So I've yet to hear from a manager to this day.

  Business Response

  Date: 05/30/2023

   A VTB Manager has made contact with the customer, multiple attempts were made before actual contact was made.  This issue has been resolved and customer has been issued a full refund. 

  Customer Answer

  Date: 06/06/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:04/25/2023

  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 ordered a shower glass surround casing. I ordered it 4/5/23, I haven't received any information on my item since. When I call or chat with customer service they lie and say it's being shipped in 3 days it's now been 7 still not shipped. Still hasn't arrived with them from vendor. They keep telling me they will have a manager call me back and they don't. I've asked for a refund and they just say okay and don't refund. I have a shower project being done in my home and have no clue when to say the glass will arrive at my home. Can't order from another place without being refunded from them 1st. All I asked for was at least updates or estimated arrival and they are totally blowing me off. They took the money from my account which most places don't do until the item has at least shipped. At this point I feel like I've been scammed and they refuse to issue a refund on an item I've never received.

  Business Response

  Date: 04/27/2023

  VTB apologizes for the unexpected delay in the customers order.  The product is supplied and shipped by a third party warehouse, VTB supplies the stock status, ship dates etc based on the information that we are provided. The order was placed on 4/5/2023 the website stated "Call or chat for availability", did not provide an exact ship date.  The customer did inquire and our CS representative provided the ship date of 4/18 which was provided to her by the third party.  Because the order had not shipped when advised, the customer requested cancellation on 4/24 and the order was cancelled and the refund was completed on 4/25.  

  Customer Answer

  Date: 04/27/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/08/2023

  Type:Billing 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.

  In October of 2022, we placed an order for a bathroom vanity, base and countertop, for approx. $2600. Order number *******. This was for a bathroom remodel and given shipping delays, we placed the order a bit before we needed the vanity. The vanity arrived in packaging that was completely undamaged. However a few weeks later when we opened the package, we noticed the countertop was cracked in multiple locations and completely unusable. We reached out to customer service and even though the vanity was well within the return window, we were told we were unable to return the vanity. After a month of trying to get any recourse, we were offered that we could buy a new city at cost for $1400, without a way to return the old vanity, meaning we would be out $4000. We escalated to a manager who said she would look into it further and see if we could at least get store credit. However after that call, we didnt hear from the company for another 6 weeks. When we reached back out, we were routed to a new support person who revoked the original offer all together - leading us without any recourse. We ended up having to purchase a new countertop elsewhere for over $1000.As it sounds like Vintages cost for the whole vanity set was $1400 and the countertop added $900 to the cost of the vanity, the company would still be making an over $500 profit on the vanity set if they had refunded us the price we paid for the countertop ($900). That felt like an incredibly reasonable outcome and after 6 months all in of dealing with them, we instead ended up out $3600.

  Business Response

  Date: 04/19/2023

  Vintage Tub & Bath was sorry to hear the report of damage to the vanity top and if the damage had been reported with in the 48 hours of receipt as requested, a new vanity top would have sent out at no charge.  

  in this case the vanity shipped in October of 2022 and the damage was not reported until December of 2022.  Freight co.'s allow 5 days maximum to report concealed damage and because this was not reported in a timely manner, VTB was not able to file a damage claim with the freight co.  Vintage Tub & Bath sends multiple emails out advising customers of their responsibility when receiving items shipped via ***** ******* and there are large "Red Caution" stickers on both long sides of the vanity box advising customers to inspect prior to accepting the shipment, if not able to inspect at time of delivery then a full inspection is required within 48 hours of receipt. 

  The customer was advised on the first call that they would need to purchase the new top, it would not be shipped at no charge due to the delay in reporting the damage.  The customer did reach out to the **************** Manager and requested a refund of $900 for the damaged vanity top and after review with ****************** the customer was notified by voice mail that the request for refund was respectfully denied. 

  Vintage Tub & Bath is empathetic towards the customers position, however, if the damage had been reported within the requested time period, there would not be an issue.