Complaints

• Initial Complaint

  09/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a dining table set (1 table and 6 chairs) on 06/01/2025. its a floor model and the seller promised the whole set will be ready before lunar new year and we can pick up the table and two chairs first. We went to the store on 07/01/2025 to pick them up. When we arrived, the table was put upside down and wrapped already. The technician guy used his tools to take the legs off and guided us to move the table to the car. We are not asked to inspect the table and because its wrapped we cannot see the details of the joints. After we got home and started to assemble the table, we found there were two big cracks on one of the joints connecting the leg and the table top. They were quite deep and the joint is where the screws go. We were so worried about the structural stability of the table and afraid it may collapse one day. So the next day, 08/01/2025, I sent messages with pictures to the sales, no reply. I phoned the store telling them the issue, they said no warranty for any floor models and blamed us for not inspecting it and damaging it during the delivery process. That is very ridiculous. They wrapped the table before we arrived its not available to inspect. I understand floor model is the last stock and may not be as good as a new one. We accept minor damages like scratches but we dont accept any obvious damages that may cause structural failure. It shouldnt have been put on sale if it has structural problems. She provided me an email to send pictures to but later I called her and she said she didnt received anything and gave me another email. I sent pictures to the second email, and also sent pictures of the cracks to her personal number. So far no reply yet. The seller disappeared. That is a very frustrating experience. And now we have a dining table that may breakdown at any second and only two dining chairs for the lunar new year coming in 3 weeks. And what I asked is just to either replace that damaged joint or send someone to fix it.

• Initial Complaint

  15/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I special ordered a sideboard from Accents@Home in October 2021. The order number is 6808. The ******* ** ***** Dark Brown Wood Black Metal base 4 glass cabinet door sideboard. was delivered in January 2022 and I paid for white glove service for proper installation. Since I have owned the sideboard. The top right shelf has collapsed and broke multiple glasses and dishes stored in cabinet. This has happened 3 times and most recent was in April 2023. My husband and I looked closer at sideboard and shelf and we saw there is a defect in the actual shelf and built in pin. The shelf is not rectangle and top right corner is slightly shorter than built in pin and when weight is put on or someone walks by the shelf collapses with the weight of dishes etc. The shelf is not square and does not sit on pins fully and collapses from vibrations of walking by etc. and it keeps breaking items stored inside. I have reached out to customer service at Accents@Home on 3 occasions and I have not yet received a response on the defect product and how to repair. I have reached out on April 27th, May 5th and May 13th.

  Business response

  17/05/2023

  Dear Sir/Madam,

  
  We are writing to provide the explanation against the complaint lodged on your portal for our company.

  
  Having a look at the images uploaded and information provided by the customer, it seems that when the shelf was collapsed 1st or 2nd time, it was not placed on the points properly, in such situation it is usually advisable to turn around the shelf and adjust it on the point. Therefore, it is not the manufacturing defect.

  
  Moreover, all the products sold by ACCENTS@home comes with 1 year of limited manufacturing warranty for the frame works only which covers the manufacturing issues related to frame work of the sold products for 1 year only. In this particular case, customer’s first email regarding the issue was sent on April 24th, 2023 which was almost 3-4 months after the warranty period ended in January 2023.

  
  Now in terms of the late reply from our side, we would like to mention here that, we received the initial email sent by the customer on April 24th, 2023 which was properly attended and replied within a couple of hours. However, later on we had the flooding situation in our warehouse, and we were not able to not only get back to our customers but also most of the business operation was on hold. However, we have informed about this situation to the customer and requested to wait for couple of days which was even accepted by her. Nonetheless, we have sent an email regarding the final conclusion to the customer within the same day rather than waiting for the couple of days, and we have not received any reply from the customers after that.

  
  Consequently, unfortunately, as the product is out of the warranty period, we are unable to offer a solution for this issue. However, we can try to provide our help to the customer for finding the solution as much as we can.

  
  Attachments: Last email conversation with the customer.
  (Note: we are based in Vancouver, therefore, the time that is showing in the email is as per Vancouver time zone)
  
  Thank you.
  Warm Regards.
  ACCENTS@home

  Customer response

  20/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Chandelier from Accents at home and it arrived damaged. We have contacted multiple times to get a resolution but no-one has addressed our concerns. Although our original purchase was made in August their was a back order that prevented the product from being delivered until late December. Immediately upon receipt we inspected the product and notified the seller of the cosmetic damage and included pictures. This communication was sent on December 29th. After getting no response we followed up on January 8th and again got no response so we followed up on January 22nd. We did get a response on January 23rd to say they were looking into it but despite calling and emailing multiple times we have not been given a resolution.At this point we would like to be refunded for the product or be provided with a replacement unit.We appreciate any support the Better Business Bureau can provide in getting this resolved.

  Business response

  14/02/2023

  Dear Sir/*****,

  Dear Sir/*****,

  We are writing to provide the explanation against the complaint lodged to your portal for our company.

  We accepted the issue and started working on resolving it. Apart from that, the issue was acknowledge by our E-commerce Team on January 23 and they started working on it with the management right away. Moreover, we would like to mention here that an immediate reply was given on the last email that we received from the customer on February 4th, 2023, and an assurance for resolving the issue within a week was given to the customer in that reply. 

  Furthermore, the second email was sent to the customer on February 07, 2023 providing several possible solutions that can be offered by our company. However, we have not received any reply from the customer till the date.

  In conclusion, we have been looking forward to resolve this issue as soon as possible and we would appreciate customer's cooperation.

  Attachments: Screenshot of the last two emails sent to the customer.

  Thank you.

  Warm Regards.

  ***************************.
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for a couch on 2022-08-18 for $1,495.19 and paid extra for shipping. I was promised it’d be shipped out the week of Sept 5, have email exchanges with them not only saying this but that if I decided at any point I wanted to cancel it, I could. It’s over a month later, haven’t heard from them and can’t get a hold of them. Then I heard from them once saying I could schedule a delivery Oct 5, yet I still don’t hear back after that one inquiry and still no delivery. They’re just stringing me along. At this point I wanted to cancel it entirely and get a refund so I can actually buy furniture since moving here and they’ve disappeared. I unfortunately only now read reviews of similar experiences on ******. * ***** **** ** * ********** ******** ** ******* ***********. My goal is to just get refunded for what was never delivered.

*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. ↩