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Highwood USA, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:04/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 October 9, 2022 I purchased a 4-piece Lehigh outdoor furniture set from Highwood USA through Wayfair.com, order #********** (sold by Wayfair as ***************** *************** *** set included 2 chairs, a bench, and a coffee table. I paid $1,163.61 for the set, which was marketed on the Wayfair site as follows: Leave outside year-round. Will not crack, peel, or rot when exposed to the elements. Each piece is made from plastic with a finish of your choice that stands up to sun, rain, and other inclements conditions... comes with the assurance of a manufacturers 12-year residential limited warranty. In March 2024, I noticed bubbling and warping starting to occur on the table. Over the next week this warping continued to spread along the top and edge of the table. Shortly after I noticed the same thing happening to the bench and one of the chairs. I reached out to the manufacturer concerning the warranty and requested a replacement of the set. Initially, they claimed the set must have been placed near a fire pit. I clarified that we do no own a fire pit and the set had been subjected to nothing other than normal use, having sat on our small patio for the last 1.5 years. I sent several photos showing the defects that occurred, however the set continued to deteriorate as I engaged in several email exchanges with a Highwood rep. *** rep finally agreed to send a replacement bench and table but would not replace the entire set as requested. ***y declined to replace either chair in its entirety. ***yve continued to insist the problem is with our placement of the furniture, while I believe the issue is with the production/composition of the material. I no longer wish to keep this furniture, due to the quality issues and further warranty claim challenges. Rather, I am seeking the BBBs assistance getting a refund for my purchase as the warranty is not being upheld, nor is the product performing as advertised. ******* was unable to as the purchase date was over a year.

Highwood USA, LLC is NOT a BBB Accredited Business.

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