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:07/20/2024

  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.

  Date purchased: 2/28/24 Amount paid: $1251.61 We recently realized when our toddlers foot was injured that there are multiple nails/screws sticking through the backside.An email back from ************************* asking for photos.Photos were sent.To which I received an automated email on July 17 which read:"I am currently out of the office until Wednesday June 12th." So yet another email was sent by myself attempting to get the issue resolved before my child was injured again. A generic, not even completely filled in, email was received. Email was the following:"I hope this message finds you well.First and foremost, I want to express my sincere apologies for the distress caused by the issue with your 128W ******************************** Your concern regarding the nails/screws protruding through the back is deeply concerning, especially with regard to your toddler's safety.Please know that ensuring the safety and satisfaction of our customers is of utmost importance to us at [Company Name]. We take quality concerns very seriously, and I assure you that we are actively investigating this matter.Thank you for bringing this to our attention.We would be happy to provide an inspected, and defect free replacement of that portion of your unit under warranty." I identified the section that had the issue to which I received no response for another 2 days, so I sent another email and was advised the following: "Ah, I understand. The sofa bases to your upholstery configuration are in stock, however, the chaise is not.Unfortunately, this particular model has been discontinued and we will not be producing more.I will send this issue over to my administrator, *****, and he will advise as to how best we can resolve this for you under the warranty.I am truly sorry we were not able to send a replacement of the chaise."Item was purchased because of their SATISFACTION GUARANTEE.The lack of adequate response for an injury caused to my child solely because of the defective product is concerning.

  Customer Answer

  Date: 08/13/2024

  [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. 

  It took 25+ emails as they transferred the issue to eSolutions.com. That branch stated they had no access to the records of my purchase, nor Everything2go.com's satisfaction/Lifetime warranty policies. After 25+ emails reiterating that the furniture was defective and had injured my child, they finally sent a document for me to sign. I had to sign some sort of release of liability for them to actually refund my money. The refund could not be made via my original payment for some reason and they made me wait weeks for a paper check in the mail.

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