Complaints

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Paid almost $1,000 for a dining room table. After taking almost a month to get to me, the table is damaged It is a very heavy table. I am unable to move it by myself let alone return it. I asked for them to either refund me or replace the table They offered me a very minor refund and basically told me to keep the damaged product. I don't want the damage product for the amount of money that I paid for it. I told them they could either give me a full refund or take the old table and give me a new one

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed the order after business hours on Monday which was Tuesday according to them they stated there is a 24hour cancellation that can be done without paying to ship the item and request a refund but I will also not receive my items for 3 weeks. I contacted the merchant today and asked for the order to be cancelled because there was an issue with the company used for delivery and the order has not been picked up by the company. I was told by the phone rep I can cancel but I must pay a shipping fee and once they received the item back they can refund me. The merchant lied and stated the order has been shipped. I disclosed that it has not and is still sitting at the warehouse because I advised the freight company not to pick up the order and they agreed. The merchant is trying to string me a long when they can just cancel the order. This is also unethical that they are trying to charge me a return shipping fee for something they didnt pay for because the order HAS NOT been shipped. I would like a refund immediately.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 25, 2022 I ordered the ********************** Animal Print Faux **** 8'X10' Area Rug.**************************************************************************************************************** The item is described as a super-soft 1" thick faux fur **** rug.The rug that was delivered on March 6, 2023 is not the ********************** Rug, which I have seen at other retailers. The rug delivered was not a **** rug, it was not faux fur, it was not 1" thick, nor soft. Additionally, the rug that was delivered is not the same as the rug photos from the listing. You can most obviously see the difference in the finishing edge of the rug, the back of the rug and the pile of the rug. I have included the listing photo which shows the edging and back as well as photos of the actual rug I received. In the photos you can see the rug is not faux fur, not a **** rug, not 1" thick and does not match the edging nor back of the listing photos. Either the wrong rug was shipped to me, the photo and description in the listing is not accurate or they are trying to misrepresent the product. When I tried to call, no one picked up. I am happy to ship the rug back to them, at their expense since the rug is not as described and receive a refund.

  Business response

  03/11/2023

  Hi there, 

   

  Here are the details of our action.

  1. Customer first reached out to us on March 7th. We reached out to our internal team and discussed the matter. 

  2. We shared the customer a return label on March 9th, and informed her that the refund will be processed once the item has been returned. 

  3. However, the customer still disputed the transaction.

  4. These rugs were delisted until the "height" issue is fixed, we listed the wrong height and is fixing it ASAP.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a bed frame from this company on October 31, 2022. The bed ordered was apparently a California king size labeled "Cal King" but I intended to order a standard king size. I immediately contacted them the next morning over the phone to address this issue and they reassured me that they will send a standard king and refund the difference in cost between the two. The bed frame was delivered on November 26, 2022 and it was not a standard king size. I called the company immediately, in which it took more than 5 attempts to get through to an agent. The agent had me file a claim for a return/exchange. Now they are saying they will not accept the return even though it is within their return window. Keep in mind that I even notified them over the phone the following day after the order was placed to please change to standard king size. My communication with them through emails and phone calls has been extremely frustrating and their customer service is extremely incompetent and unhelpful. This is a very large purchase and what they are doing is in my opinion unethical.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a bed and the wrong one was delivered. I submitted a claim and it went nowhere and they dont answer the phone and Ive been trying to get my item for over a month now. I paid for a Queen and was sent a full size I can do nothing with.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is a compliant aganist both CasaOne and Affirm. Purchase dinner table set on 9/3/2022. Delivery would not allow inspection. Table was delivered in my home. Upon opening Table packaging crack/split in wood on corner. All chairs had defects from stitching to nailheads. Also legs to ****** were missing. I've been gaslighted with merchant unreasonable remedy such as I should find someone to fix table; I should locate and donate and forward "certified donation" reciept which I tried diligently to accommodate unsuccessfully. They offered 50% and the chair legs and I counter offered to be charged 25% and the legs OR merchant can retrieve merchandise. My offer was based on the fact i will have to repair and replace the set sooner that expected due to the damage and defects. ******** choose not ********** and rather retrieve merchandise but NEVER scheduled a pick up date. I initiated a dispute with ****** and their resolution time of 15 days has past and now merchant after almost 2 months of my home being a storage, is attempting to retrieve merchandise. Both CasaOne and Affirm broke the contract, attempting to change terms and conditions after the fact, unethical business practices. I feel as though ******** lost opportunity to retrieve merchandise within a reasonable time, clearly showed no intent to offer remedy as per policy, and the furniture should be free. Affirm also is unethical in it business practices as well because all communication shows a clear intent to manipulate their own dispute policy to not holding merchant/vendor accountable. Predatory business practices in my opinion. Affirm also deliberately changing dates as to when reporting occured and lack of action taken, to accommodate merchant. ******** attempted and intended for me to pay for a defected dining set from the very beginning. Not one time merchant offered to replace merchandise Communication thread with pictures with merchant and Affirm can be forwarded via email. *********************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a hand carved four panel coffee table on 8/25. This item is not taller than 29' tall. The item was $86. I received an item about three weeks later from Casaone claiming to be the item I ordered. The box is well over 6' tall. I was confused. When I opened the box it was a 6' Handcarved 4 panel partition. Not anything close to a coffee table. This is item is very large and heavy. When I contacted casaone about sending me the wrong item, they had me file a complaint and send pictures. The contact me back a week later telling that I can donate the item they sent and provide them with the donation receipt and they will refund me. when I inquired about the original item i ordered they told me they don't have any and that if I want a refund I need to donate the item they gave me and provide them with a receipt. I told them this totally unacceptable. I have no way of even transporting a package of this size and I have no use or space for this item in my house. They refuse to provide with a *** label and schedule a pickup. How am I responsible for their mistake. Now I have to figure out how to transport this item to a donation facility so I can get a refund. The most absurd customer service response I have EVER heard of.

  Business response

  09/29/2022

  Hi ***, 

   

  Please accept my sincere apologies for this inconvenience.
   
  We have initiated a full refund of your order and the refund shall be credited to your card on file within the next 5-7 business days.
   
  Meanwhile please feel free to dispose off the damaged table and you need not return it.
   
  Hope this helps. Please let mw know if you have any questions.

   

  Thanks, 

  Team CasaOne

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sketchy ordering bed online tried running card multiple times i cleared it with my card company feels like they are scamming me

  Business response

  08/24/2022

  Hello,

  This order was flagged by our payment system as potentially fraudulent. In order to protect the customer, our team requested additional information from the customer to verify their identity but did not get a response. The order was therefore canceled and refunded on August 5th. The refunds can take a few days to hit a customer's bank account but they should have received it by now. No further action is required. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product from casaone - a patio sectional. Received order June 10th. Was missing parts and pieces to sectional. Contacted casaone on june 10th. Had to fill out form. Was told I would receive refund once items returned. After 2 weeks and multiple emails received shipping label. Was given 3 boxes and they stated only2 was delivered. I instructed them I received 3 boxes and they told me they would give another shipping label. I sent back items in box 1&2 on 6/28, Ive been waiting for a 3rd label since. Contacted them several times via email and phone. Told I would have label within 1-2 business days. This has been told 3 times now. they have received almost all of the product and I have no refund and they will not resolve this issue despite MULTIPLE attempts.

  Business response

  08/01/2022

  Our team submitted the customer's complaint to the manufacturer and unfortunately it took some time to hear back. The situation has since been resolved and the customer should have received the refund they requested. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a sectional from casaone the description says it was an overstuffed down sofa we opened cushion cuz they were sagging after one month and there was no down

  Business response

  06/29/2022

  Hello,

  This customer placed their order with us on Oct 18, 2021 for a "Cozy Velvet 119" Cloud Modular Down Filled Overstuffed Reversible Sectional ****" made by Meridian Furniture. On May 25th, 2022, the customer reached out to inform us that the sofa was dipping in the spot where they usually sit, a common issue with sofa cushions if they are not occasionally re-fluffed.

  As a precaution, we still reported this complaint to Meridian Furniture and we received the following response: ?"?This would not be considered a defect. This item is overstuffed- if the cushions are not moved and sat in for a long period of time, this sinking effect can occur. ?There is only a 30 day defect warranty available for our items. The customer can simply try to "refluf" the cushion. This should fix the problem.This sectional has overstuffed "down-filled" soft fiber cushions." The return policy for items purchase off www.casaone.com is clearly listed on our website: https://www.casaone.com/return-policy.

  After informing the customer that unfortunately the timeline to report defects had passed and they were given the recommendation to re-fluff the cushions which should solve the problem. At that time, the customer responded that the product listing was misleading because they opened the cushions and did not see actual feathers but rather a stuffing material. We confirmed with our vendor that the stuffing is "down". It simply does not include feathers/quills. More information about this can be found at this link: https://www.aulitfinelinens.com/blogs/betweenthesheets/74698949-down-vs-feather-whats-the-difference

  We're disappointed that the customer is not happy with their product, however, we have attempted to assist them in the best way we can. We hope she will accept this resolution. 

   

   

   

   

*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. ↩