Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Furniture Designers

Catrina's Western Center

Complaints

This profile includes complaints for Catrina's Western Center's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Catrina's Western Center has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/30/2023

      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.
      Request a refund of $4194.00 for 6 floor model Custom Dining Room Chairs. The chairs were part of a custom dining room set and Catrinas business could not provide an adequate dining room table within a reasonable timeline to complete the set.3/9/23: I paid $250 cash for an in-home consultation.3/11/23: I ordered and paid the 50% initial payment for an Entertainment Center, Custom Dining Room Table, 6 Custom Dining Room Chairs, 2 Rugs, Buffet, and Original Painting. The items were to be delivered in 4-6 weeks.******* visited my home 2-3 times to settle my concerns that the carpets and table might be too big.4/24/23: I was informed there was a delay due to weather, shipping, etc. ******* re-assured me that everything was going to be OK and it will look great in the end.5/11/23: I received delivery of Entertainment Center, 6 Custom Dining Room Chairs and 1 of 2 rugs. The rug was too big for the space and after further review ******* agreed and re-ordered a smaller much more desirable rug for the area.6/9/23: Custom Dining Room table delivered, it was too big for the dining room area. ******* advised she could re-order the same table (from *****) with a 4-6 week wait. Other option was to order an alternate table from Mexico available in 2 weeks (June 23, 2023). I agreed to order the alternate table available in 2 weeks.6/23/23: I was informed the table was in port but not ready for delivery. I requested to cancel the order because the process was taking entirely too long and too many promises not fulfilled.6/29/23: I visited ******* at the showroom to settle my final bill. She showed me the alternate table from Mexico. I was not satisfied with the quality of the item. ******* agreed to cancel the order for the table. Additionally, I asked ******* to refund me for the chairs since they were new and I did not have a use for them without the table. I also offered to pay a re-stocking fee if necessary, but she would not accept the chairs for return.

      Business Response

      Date: 07/22/2023

      *********************** and his fiance came in our store and purchased furniture on March 11th for their new home. The wanted a large custom entertainment center built , a dining table and chairs, a large buffet  a painting and a rug. 

      I went to their home and measured and designed their entertainment center. ******** had seen a large custom buffet in our store that would fit on their dining room wall and hold all of her good chaina that she had brought with her. 

      She had seen pretty chairs that were on our floor and liked the fabric , leather and colors. We found a big original oil painting with exactly the colors of the fabric. She wanted the buffet refinished to match the fabric better so we did that for no charge even after giving her the buffet at 20% over our cost. They are both Military and we were trying to be especially nice.

      They ordered a rug for their living room that they decided they didn't like. We took it back and reordered another rug.*** thought the size was a little large so we had the rug cut down and rebound, again at no charge, trying to be exceptionally nice to them.

      The dining table that they ordered in March was a live edge Acacia wood table from ***** with a heavy metal base. They had seen mine at the store but mine was too long and the wanted one that was only 6 feet long. They did not specify any width other than what mine on the floor is , which is a standard 42" in the industry.When they decided to order the table we told them right up front that this table has to come ALL the way from ***** and it being a CUSTOM size it would have to be CUSTOM MADE because that size was not stocked. We told them that Ocean transit was about 3 months, plus time to make the table. When the table came in it was beautiful! *** thought it took up too much space in his tiny dining room. Although it fit he decided that 38" would be better but was very mad because he DID NOT WANT TO WAIT AGAIN!! So we took back a custom order that is stated on our sales tickets as being non cancellable. We didn't know how to make this guy happy at this point. 

      After a few days of cooling off ******** came again and we tried to work with her again . Bless her heart she is a very nice person and we can only imagine the grief she was getting from *** so again we asked what can we do to help?? She said she need a table QUICK that was the size *** wanted. I told her the fastest thing we could do was have a solid wood top made and use the base that came on the first table from *****. We had a top made of ******** alder that was a special size and we did it in 17 days! *** hated it because it was 2" thick alder and was not Acacia wood with a live edge like the first table from *****. He said it looked like plywood! Although alder is a beautiful wood iit is not an exotic wood like Acacia wood. The next thing we know *** is practically wanting to cancel everything. They purchased the dining chairs and had them in their home for months. These were Uttermost chairs that we had reupholstered from gray fabric to leather seats and beautiful very expensive fabric on the fronts and backs . There was a flaw on one chair leg that no one noticed but Uttermost sent a replacement part right away that we fixed. These chairs were NOT part of a set. All of our chairs are sold separately at our store. Sometimes we sell just chairs or someone will buy just a table. Most stores are like that . Nowadays in most stores you have to order EVERYTHING. Retail has changed since Covid and merchants are refusing  to carry take home merchandise ESPECIALLY THE BIG BOX STORES.  The smaller design firms and stores may offer buy off the floor sales. 

      Anyway, we are very sorry that we cannot make them happy. We sincerely tried but we are a Mom and Pop store and have set policies to protect ourselves as well. We try to work with people as much as possible. Most storesare "All Sales Are Final" especially on custom furniture. Thanks, *******************************

      Customer Answer

      Date: 07/25/2023

      Complaint: 20256870

      I am rejecting this response because: Catrina's Interiors failed to provide the level of customer service of a professional interior design consultant.  The company failed to meet the needs of the customers requirements for a dining room set that would fit in a small/uniques space.  The primary reason ******* was hired was to assist and advise on the best solution to ***************.  Most of the items I purchased through ****** had a unique challenge and/or timeline to overcome before there items could be delivered:

      Custom Made wall unit from Mexico: delivered late and accepted with modifications to provide access to electrical and audio/visual cables. Item was accepted and I am please with the purchase

      Floor model Buffet: delivered approx 3 weeks late due to weather and personnel issues.  Item was accepted and I am pleases with the purchase.

      Painting: no issues or problems. I am please with the purchase. 

      Carpets 2 each: finally accepted after delayed delivery dates and one carpet had to be resized because it was too big for the space. Overall, it all worked out and I am satisfied with the purchase. 

      Dining room chairs: delivered and never used because an adequate table could not be provided by ******* w/n a reasonable timeline. 

      Dining room table: ******* failed to provide an item satisfactory to the customer's size requirements and timeline

      I would definitely NOT recommend *******'s business for home interior consultant needs. 


      Regards,

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.