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Business Profile

Furniture Stores

Oilo, 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:03/06/2024

    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 4/13/2023, I placed an order (#*****) with Oilo Studio for the motorized Flynn Recliner and Swivel Nursery Glider on **************. The order was received the week of 5/15/23. My baby was born on 6/23 and slept in our bedroom until early October, so we rarely used the glider until then.

    Around 2/20/24, the recline feature started to malfunction, unprompted. On 2/24, the motor completely stopped working mid-recline. I emailed Oilo on 2/26 to notify them with video evidence. The representative, Erica R******, responded within hours with tips to check the connection. I replied within hours, confirming that I tried suggestions with no luck, and requesting the next steps. She stopped responding altogether. I followed up on 2/29 and 3/4 and still have not received a response.

    My husband and I, separately, contacted them via their Instagram page and LinkedIn on March 5th-6th and, again, no response. (I also noticed three additional customers commented on their Instagram with similar complaints of experiencing breaks and malfunctions and not getting a response.) There were only 10 comments on the post, and Oilo continued to post on Instagram simultaneously, so it is clear that they were seeing and intentionally ignoring all of our messages.

    Per their website, the chair motor is covered under their warranty for 2 years. Exact language below in quotations. Screenshot attached.

    "MOTION MECHANICS - 2 YEARS
    This encompasses recliner, glider, swivel, and sleeper mechanisms, as well as electric motion mechanisms."

    The company is knowingly ignoring all communication to avoid addressing the malfunction, which is legally covered under warranty. I purchased this chair custom-made, direct from Oilo, and it was well taken care of. My husband and I are average-sized adults (150 lbs and 175 lbs) and spend less than 1-2 hours per day, collectively, in the chair. We've only used it since October 2024 so there's no rationale for the issue and we want Oilo to fix it.

Oilo, LLC is NOT a BBB Accredited Business.

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