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:05/10/2024

  Type:Customer Service 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.

  - On 2/28/23 we purchase an outdoor patio furniture set from *********************************************** Classics in Dallas for $18,000 - The order included a sofa, two rocking chairs, two loungers, 4 dining room chairs as well as custom cushions - We discussed our setup in that the patio is not covered prior to purchasing this set - Their sales rep ****** assured us that the furniture will last and suggested to purchase covers - The furniture was delivered at the end of March 2023 - Within a few months we noticed paint wearing off on the rockers - The business replaced both chairs - The furniture was covered throughout the winter, when we uncovered it at the beginning of April 2024 we were shocked to see that all the pieces had paint wearing off - We reported it to the business and filed a warranty claim - The business denied our claim and claims that the damage was caused by outside force or blunt force trauma - They sent us tiny vials of touch up paint - This cannot be a solution as the original paint has a glazing and a two tone effect on it. It cannot be replicated - We have expressed our disagreement with their decision and the business refuses to respond - Previously we owned patio furniture with aluminum frames and they lasted over 25 years - The business should take the furniture back for a full refund or at the minimum replace the damaged pieces

  Business Response

  Date: 05/13/2024

  When this customer first received their delivery, they complained that the cushions were not correct, but it turned out they were the correct one for that frame. Then we received a second complaint from this customer a year after they purchased about the finish peeling off two of their outdoor furniture lounge chairs. We submitted a replacement authorization, and these were replaced for the customer with no questions asked and at no charge. Six months later they called to complain again that the finish was wearing off other pieces of furniture. We thought it was strange that it took 18 months for the finish to wear off because it is powder coated and very durable, so we inquired with our corporate quality control office to do an inquiry of other customers with this same issue, and they returned a negative inquiry. Stating that the only other complaint had come from this same customer about the two chairs that were previously replaced. We then sent the ** office the pictures from the customer to determine if this was a manufacturing issue and would qualify for a warranty claim. They returned to us and said they did not believe this was a quality in manufacturing issue because the inclusions where only on isolated parts on the outside of the frame and on the corners and not on the interior of the frame. The type of damage looked as though it was scratched and chipped, not peeling as the customer suggested. We suggested that maybe the Funiture had maybe blown around in high winds and banged against something damaging the finish. Our warranty does not cover acts of nature or accidental damage and we believe the customer is trying to return or replace furniture after a year and half of use that was damaged under the guise of a manufacturing defect. 

  Customer Answer

  Date: 05/18/2024

  I am rejecting this response because:   
  It is apparent that the business is narrating the story in a way to make us look like difficult customers. The facts they stated are not accurate. Here are the accurate facts:

  - 2/28/23 we ordered the furniture and made 50% deposit ($9k)

  - 3/24/23 we made the second payment

  - furniture was delivered in April of 2023

  - 4/26/23 we sent a message stating that the pillows were delivered with stains and other minor defaults (ie snags) - the company stated that we complained about the wrong pillows being sent which is not true

  - 6/19/23 we contacted them about paint issues on two rocking chairs, same issue we have now with all of the pieces

  - 6/29/23 they approved replacing the damaged frames

  - 4/23/24 we contacted them about paint issues on the other furniture pieces. the company claims we complained 18 months after purchase while it has actually been a year from delivery. The furniture should still be under warranty.
  

  - the company states that the furniture pieces have been abused. This is simply not true. It was described to the sales associate that these furniture pieces will be sitting outside. It was recommended that we should purchase furniture covers and the furniture would be fine. The pieces were covered through the winter season and when we uncovered them, we noticed the paint issues. The real issue here is that the paint on this collection is incredibly fragile. Had we known we wouldnt have invested close to $20,000 on outdoor furniture that cant sustain a season. The paint finish is not durable and quite frankly poor quality. 
  

  - Our ask is for the company to replace these pieces through the warranty (as we notified them within the warranty period), return them altogether or exchange them for a different, more durable line. 

  Business Response

  Date: 05/28/2024

  This matter has been escalated back to corporate for a second review. 

  Customer Answer

  Date: 08/20/2024

  Complaint #********
  

  The business has addressed my concerns and we can formally close the complaint. Thank you!