Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired ******************* the owner of *********** as my home designer in the Summer of 2021. Thru her, she designed and ordered a custom couch. During the designing process she assured me (in writing) I was getting a high quality material, she also recommended using gel filling - which I had never heard before. She said the gel was the best option and it would NEVER lose its shape. She ordered the couch thru ********** Living (********************). I paid $6000.00 for the couch. I received the couch in June of 2021. The couch its a L shape. In July of 2021 I sent picture to **** questioning some dents on the chaise part of the couch, she responded by saying that I had to fluff it up (remind you - she told me the gel would NEVER lose its shape). Well that was the beginning of the chaise to start to fall apart. As time went by, not only the fabric started to look very bad so did the gel. I brought that up to her attention on April 19th of 2022, she told me I had to deal with **** directly. (I had ordered another couch as well, that SHE made a mistake on it and I had to deal with **** to have it fixed. Even knowing it was her mistake, I had to deal with him). *********** is not very professional and has a potty mouth - so I was not looking forward to working with him again.) I contacted him, and it went very bad. He is a bully and wrote horrible things to me. He offered to replace the chaise for $2,957.00 on top of the 6K I had already paid - so of course I said that wasn't acceptable. I asked him if he could offer another option. Well, we have been pushed around by **** and **** for months. *********** has moved and has stopped responding to us. I hired her, I ordered the couch thru her, I paid her so I think she is the one that should've resolved this for us. As this point, they can take the couch and give us our money back. This is a simple situation that should have been resolved easily had I've been working with professionals. Thank you.

  Business response

  02/16/2023

  I would like to respond to ********************** complaint towards my company, Luxx Designs. I worked with ********** for well over a year on her home, including sourcing furniture for her indoors (tables, chairs, rugs, etc.) and outdoors.  I have saved every text that was written over a 2 year timeframe which documents every communication that we had and if she was that unhappy with Luxx Designs or the sofa, I dont think that she would have continually chosen do business with me.  I do have the texts that I sent her twice through the relationship that expressed that I felt that I was being verbally abused.  She was very volatile to work with at times.  Two of the many orders that she placed were for custom furniture.  The first sofa that she refers to that I made a mistake on - yes, it was too wide to fit through the bedroom door - so, I had the sofa returned and I ordered her a new sofa at my expense. The * sofa was purchased in April, 2021 and delivered in June.  I have attached her invoice that said that the sale was final and if there were immediate issues to let us know right away and if there were issues later on regarding quality, they needed to be addressed to ********** *iving, *****************.  I designed the sofa, I did not make it - therefore, she needed to go directly to the maker.  Luxx Designs prides itself on delivering superior customer service.  If anything ever goes wrong, I always do the right thing for the client.  I always stayed involved with her sofa issues and connected her with **** and **** and I provided solutions to fix it at wholesale pricing.  When she started having real issues with the sofa, it was one year after she paid for it.  Although **** was not professional, I agree, he was willing to work with us to find a solution.  I no longer work with **** because he took his business into a different direction - it was just brought to my attention that he is not responding to ********** or her husband.  I have every conversation documented via text which shows that I have always gone above and beyond to provide client satisfaction to **********.  It is now almost 2 years since she bought the sofa.  I wish that I could fix the issues for her, however, it is out of my control - - all I can do is try to connect her to **** and help them find a solution.  The sale was final upon purchase and there was not a warranty on the fill (only structure).  I will not be providing any pick up or payment.  This is very unfortunate and as always, I will be happy to help facilitate a solution between the Giacomellis and ********** *iving.  Thank you so much. 

  Customer response

  02/16/2023

   
  Complaint: 19409768
  
  I am rejecting this response because:  we are not here to talk about all the services provided by ***********.  My complaint in on the Living Room Couch, not sure why **** is bringing up irrelevant details.  I brought up to her attention via text on April 19th 2022 (well within ONE YEAR of purchased).  I have been passed around between **** and **** since them.  I too have many many texts between ****, myself and **** and many of them asking me to wait on them.  So yes, it has passed the one year but only because of them. **** did try to help me resolve with **** but as you can see from all my texts to him, he was very disrespectful, so I ask by husband to take over, thinking that **** would treat him with respect - that didn't happen either.  **** stopped responding.  This is a simple matter.  I bought a couch, couch fell apart with a few months - company fixes the couch.  NOT once I had asked to return or get a refund from the couch until all this started.  I went thru BBB to give **** a chance to resolve this professionally and amicably but I am not going to be left with a $6.000 couch that is falling apart.  Its nobody's fault, things break, things fall apart, just do the right thing here.  Not once I was unprofessional towards them, just fighting for my rights as a customer.   Thank you.
  Sincerely,
  
  *****************************************

  Business response

  02/22/2023

  BBB:  I am writing to respond to *********** 2nd letter of complaint.  Once I saw the clients 2nd letter today, I contacted her directly and we spoke live today.  I have never not tried to help bring resolution to her complaints.  I have actively tried to gain resolution on behalf of my client throughout this entire timeframe.  Unfortunately, when ********** was concerned about the sofa having issues, it was a year after she purchased it (10 months after she received it). The only pictures that I saw of the sofa really not looking right was the end of 2022.  Since then, I have tried to help gain a solution for the Giacomellis with **** when it has been brought to my attention.  I never dismissed a concern or delayed a resolution.  In addition to endlessly trying to resolve this with ********** and ************ have again tried to contact **** since this first complaint to BBB and he will not respond to me now either.  I stopped working with **** a few months ago (********** Living) because of other issues that I have had with him and clients  - so today I gave the client ***** direct contact info so that perhaps she can contact him directly because he will not respond to me either.  I would like to reiterate that the invoice states in April 2021 that the sale is final (I attached the invoice to my last response).  There is a warranty on the sofa structure, but not the fill or material.  It also states (as I have verbalized several times since day 1) that all issues with the sofa itself need to be addressed directly with **** (I only helped design it).  As always - I pride myself with excellent customer service and I work endlessly to always go above and beyond with my clients and do the right thing.  Despite being treated poorly by ********** through the years, I have always tried to rise above it and help with anything that she needed and she knows this.  Unfortunately, the issue can only be solved by **** and I cant control him.  If there was something that I could do to help them gain new cushions at my wholesale price, I would do so - but, I have no way of doing that since **** will no longer answer my calls.   ********** stated today that she felt badly for writing to the BBB and that I have not done anything wrong - but, she has no way of reaching **** with ********** Living (so, I gave her his contact info) - as she wants to provide it to her lawyer.  I know this is a wordy response - but, I need to clarify that I have done everything that I can to help my client even though I am not legally responsible to do so - I am ethical, I care about all of my clients and I always do the right thing.  I have 100% references from all of my clients with the exception of this client.  I urge ********** to direct her concerns directly to **** at ********** Living (and I will continue to try to reach him) as this is out of my control and responsibility. Thank you.  .

  Customer response

  03/01/2023

   
  Complaint: 19409768
  
  **** texted me last week and I called her right away.  Most ppl in my situation would have ignored the text, but I chose to call her and see if we could have come to an agreement.  But we didn't.  When I hired her I assumed she worked with professional, reliable vendors. If I had yelped ******************* Living, I would've never agreed to purchase anything from him.  The information that she has provided last week is nothing new (other than a new SF address, but according to her, **** moved to LA, so that address is no good).  **** has ****'s business partner's info but asked not to involve him.  She also told me that it wouldn't matter if I filed a complaint against ********** Living because **** will not do anything about it.  I do feel bad about filing a complaint. I never even left a bad review on yelp.  So now I am left with a 6K couch falling apart. ****'s only option for me is to go thru *********  I think if she really wanted to solve this, she could have ( e.g. work with his partner, see if a different vendor could as least help with the gel filling, again get creative and provide the excellent customer service she claims to have). Unfortunately its her business name "all over" my house, not his. 

   

  I appreciate the help of the Bureau trying to help me resolve this situation.  If **** would like to reach out to me directly and get creative, that will be great. If not, I think we are done here.

  
  Sincerely,
  
  *****************************************

*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. ↩