Complaints

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought an **** + ****** table on Amazon, Order # ***-6134277-2750612. It arrived damaged. We sent pictures and went through the process of asking for a refund and return. We received return instructions that said: Returns must be sent to Rush Recommerce ****************************************************************************************We received a mailing label that had an address for First Choice Home, *********************************************************************. The return postage is not prepaid. Should we send the legs to one address and the tabletop to the other? The Name **** + ****** is not listed as a MD corporation. Some of their corporate information points to the Ubique Group as the parent company. I do not intend to pay to mail their damaged product back to them, even if I can figure out which address should be used. Their customer service appears to employ the Rope-a-Dope strategy. They give e-commerce a bad name.

  

  Business response

  07/22/2024

  Hi ****. Thank you for sharing your feedback and insight. We have located your order and correspondence with our agent - based on the screenshot attached, no response was provided. The return directions that you have indicated were an automated response and I will ensure you that we do not intend for you to pay for the return of the damaged product. A claims case is in progress. Please reach out to ********************************************** for further direction and assistance as we work to remedy this situation to your satisfaction. 

  Customer Care (TR)

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered one table from this company and ***** delayed delivery. I called ***** and they said my table was being delivered to a different address than what I had written on the order form. I called this company to inform them. They said they would take care of it and email me back. Three business days later, the table was delivered to an incorrect address. I have called this company again and the customer service representative cannot reach upper management and is unsure how my problem will be solved. Someone signed for my table and it wasnt me, because the table was not delivered to my address.

  

  Business response

  06/20/2024

  Hi *******! Thank you for taking the time to reach out to BBB to flag your recent experience with us. We are disappointed to hear that your experience did not meet expectations. Our records indicate that you requested a refund instead of a replacement when discussing a resolution for your case. This refund has been completed in full as of 6/18/24. We understand the frustration that you have experienced and we sincerely apologize for the inconvenience caused. If there are any lingering issues that we can assist with, please don't hesitate to reach out to *********************************************** ************* (TR)

  Customer response

  06/20/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted an order in the amount of $1,148.75 on 2/17/24, but then realized the chairs were too wide for the space. I called the next day to cancel the order, but was told it had "already been processed" and that they could not cancel the order. I was informed that I should refuse the shipment when the third-party delivery company calls to confirm the delivery date and time. At this point, I knew that I was going to be out of the $199.00 shipping fee that the Ubique Group charged for shipping. I am attaching an email that verifies that the shipment did not get shipped until February 21, 2024, even though I was told the order could not be cancelled on the 19th. According to my phone records, I placed an outgoing call to **************** on February 19, 2024 at 10:44 am, and spent a total of 54 minutes on the phone trying to resolve the matter at this point, but was told nothing could be done about it. My refunded amount was initially $302.88, which means Biz Chairs kept $845.87 of an order that I did not want, tried to cancel, and did not receive. After multiple phone calls, I received a total refund amount of $506.93, which meant Biz Chairs has kept $641.82 of the order. My formal complaint is regarding a) business policies that disallow cancellation of an unwanted order within a reasonable amount of time, b) business policies that would find in acceptable and fair business practice to keep $845.87 for an order not received, and c) business practices that do not make clear these policies before placing an order.I am contacting the Better Business Bureau to call attention to these unfair and unethical business policies and practices. I believe a formal investigation should be launched against this company, and I believe that other consumers should be warned against, or at least clearly advised about their policies and what they entail when trying to cancel an unwanted order. I have since read many reviews of other customers who have similar complaints.

  

  Business response

  03/27/2024

  BBB, 
  Thank you for reaching out to us regarding this issue. We want to assure you that we have carefully addressed the concerns raised by the customer regarding her order. Throughout our interactions, the customer has reached out to us nine times, three of which were abandoned before connecting with a representative. We truly empathize with her situation and aim to provide clarity regarding the circumstances surrounding her order.

  The customer has expressed dissatisfaction with the processing and shipment of her order. However, it's crucial for us to convey that we have discussed this matter with her, and we have explained that the email address she used to request a cancellation is a 'Do-Not-Reply' address designated for order confirmations. Consequently, we would not have received a cancellation request through that channel.

  Regarding the delivery process, due to the size of the order, it necessitated palletization and coordination with a freight carrier, rather than utilizing a standard parcel service like ***** or **** Despite our representatives advising the customer on the limitations of cancellation, we did inform her of the option to refuse delivery, which she chose to do. Upon receipt of the returned delivery, we promptly issued a refund, albeit with our standard restocking fee and less the additional incurred shipping costs.

  We genuinely understand the customer's disappointment with the restocking fee and return shipping charges, particularly if she did not review this policy prior to placing her order. Furthermore, we feel badly that she placed an order of this magnitude before verifying if it would fit in the designated space. Regardless, to underscore our heartfelt commitment to customer satisfaction, we subsequently covered the return shipping costs and only applied the restocking fee (as outlined in our return policy) along with the $199 shipping charge, which the customer agreed to for the outbound shipping. We want to emphasize that our intention is to ensure fairness while acknowledging her position.

  The customer was provided with information regarding the total refund amount, but there appears to be a misunderstanding regarding the breakdown of charges. The lodged complaint indicates the amount of the refund provided to the customer as the amount we retained. This is inaccurate. Ultimately the customer was only charged the restocking fee and the outbound shipping cost. We sincerely regret any confusion experienced and we wish to reiterate that we issued the promised refund on 3/22/2024. 

  We believed the matter had been satisfactorily resolved last week. However, should the Better Business Bureau require further information, we are more than willing to provide additional details. Please understand that we have handled the issue with the utmost empathy and in accordance with our policies, and we consider it closed. We genuinely appreciate your understanding and support in this matter, and we reaffirm our heartfelt commitment to delivering exceptional service to all our customers.

  Customer Care (TJ)
  

  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a desk from them through Amazon. A part came damaged, I called them and I was asked to submit a photo which I did in November. On November 7th, I was contacted and said a replacement part was coming. The Monday before Thanksgiving I called and asked if the part had shipped, and I was told that they moved warehouses and it would ship soon. I called back again around November 27th and was told that a shipping label was made and it would ship in a few days and I would get a email with a tracking number. On December 5th I called again because I received no email with a tracking number and I was told it still hasn't shipped. This has been now 30 days since the claimed was filed. All I need is the part to finish putting the desk together.

  

  Business response

  01/02/2024

  Thank you for the notification of this complaint. I have investigated carefully and found that the customer received a replacement via ***** on 12/13/2023, as evidenced by the attached photo. 
  We were disappointed to hear that the original Amazon order was received with a defect. Regrettably the part the customer desired is not a replacement part we keep in inventory, so we located a brand new desk and had it shipped from an alternate location.  

  We notified the customer via email on 11/27/2023 that the replacement order had been approved and was in process. The ***** order was delayed and for that we apologize, however the customer did receive a brand-new desk on 12/13/2023 at no cost. While this in no way negates the frustration caused by the initial issue, we do hope that the customer is happy with the desk. We have not received any communication since the delivery of the replacement and can only assume they are satisfied. 

  Amazon orders are not always simple to resolve due to the restrictions Amazon places on third party communication with their customers. The protections they impose often result in unintended consequences of delayed communications. Therefore, we strongly urge customers who purchase through Amazon to utilize the Amazon Message Portal on their order to expedite communication.

  We do not require the return of the original piece and ask that it be donated at the customers discretion  With the delivery of a replacement desk, we consider this matter to be addressed and resolved. However, we stand ready to assist in any manner necessary to ensure the customer is completely happy with their purchase. Thank you and have an awesome day.
  

  
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I need 4 new barstools for my home.On 6/21/2023, I ordered a barstool from lowes.com to ensure that I liked the item before ordering more. I was satisfied with the item that I received so I decided to go ahead and order the other 3 barstools that I needed.When the barstools arrived, there were 6 items in the box: 3 barstools + 3 wooden seats which were not attached. Unfortunately, all 6 of the items that were in the box were heavily damaged.Here are the steps that I have taken in an attempt to resolve this issue:1. I called ****** and was advised that, while this item is available for purchase on lowes.com, it is actually drop shipped from Ubique **** For that reason, ****** referred me to Ubique ****2. I called Ubique **** and was referred back to ******.3. I called ****** for a 2nd time and was referred back to Ubique ****4. I called Ubique **** and was advised that I needed to open a claim and then they would send me the replacement chairs.5. On 7/3/23, I received an email stating that my claim was being closed without resolution and that I was being referred back to ******.Note: These items were shipped directly from Ubique **** and there was no visible damage to the boxes upon arrival. The chairs were wrapped so it looks as if they were already damaged prior to even going in the box. The seats, however, were not wrapped and likely damaged during transit.At this point, I have spent 4 hours on the phone with 2 different companies without resolution. When a customer is being passed back and forth between companies, someone needs to take ownership for the problem without forcing the customer to spend hours of their time to correct someone else's mistake.I would like to receive replacements for the 3 damaged barstools that I received. In addition, I would like someone to personally inspect the items before they are shipped to ensure that they are not damaged and that they are packaged in a way that will prevent damage during transit.

  

  Business response

  07/12/2023

  Hello and thank you for allowing us the opportunity to review this customer's issue once more. We understand the frustration of being caught in the middle. Regrettably, ****** is our customer and Mr. *** purchased from ******. As such, they have his money and we are bound by the contractual agreement with them which dictates that ****** must address issues from their customers.   

  We are not oblivious to the distress this customer has experienced and are currently reviewing the order for any additional action that we may be able to take. We ask that the customer allow us time to investigate and respond. 

  Thank you for your patience. We cannot guarantee a different outcome than previously reached, but for the sake of the customer we are looking again. 

  Customer Care (TJ)

  Customer response

  07/13/2023

   
  Complaint: 20273103
  
  I am rejecting this response because:

  I just want to clarify that I purchased the items from ******, however, the items were shipped directly from Ubique ****  The items were either damaged to begin with or were damaged during transit due to no packaging and/or poor packaging.  My preferred option would be for Ubique **** to send me 3 new chairs that have been personally inspected to ensure that they are not damaged and then allow me to send the 3 damaged chairs back.

  I have 2 concerns with dealing with ****** on this issue:

  1.  ****** is directing me to Ubique **** and

  2.  If I exchange the chairs through ******, I will not get any assurance that my order has been personally inspected and I am very likely to find myself in the same situation again.  I don't have a lot of confidence in the packaging considering that all 6 of the items that I ordered arrived damaged.

  Either way, I would like a date when a final resolution can be provided.  Can you let me know when I should expect to receive the final determination for this case?

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

  

  Business response

  07/26/2023

  We would like to thank the customer as well as the ******************** for your patience as we resolved this issue. Please note that we have been in communication with the customer through this process of working out a resolution through Lowes. 
  
  As stated in our prior response, the customers order was placed through Lowes and as such we are contractually bound to resolve issues through them. While we regret the difficulty this can cause Lowes customers it remains their policy and we must abide by it. 
  
  We were ultimately able to resolve the issue and ship a replacement to the customer on 7/20/2023 at no cost to the customer. This delivery was sent via ***** (tracking available if BBB needs that) and the order was delivered today, 7/26/2023 at 11:07am.
  
  As the complainant requested replacement of the product and we were able to accommodate him, we do hope this resolves the issue. Please be advised that any further communication regarding this order, the shipment, or product, beyond warranty issues, must be handled by ******************* at **************. 
  
  We appreciate your patience as we resolved this situation. 
  
  
  Customer Care (TJ)
  
  

  Customer response

  07/26/2023

   
  Complaint: 20273103
  
  I am rejecting this response because:

  My original order consisted of 3 barstools - the seats are packaged separately and have to be installed by the customer so there were 3 barstools and 3 seats in the order.  All of these items were damaged upon arrival.

  The company representative that I spoke to ****** advised that the company would replace all of these items as a one-time convenience.

  I did receive an order today, however, it was only 3 seats - I did not receive the barstools.  I have inspected the seats and they are in good condition so I am satisfied with that part of the order.  Please let me know your plan to ship the 3 barstools that were promised by the customer service agent.

  Again, this order was placed over a month ago so I would like to get this resolved without further delay.

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

  

  Business response

  08/09/2023

  We are extremely remorseful for the delay in resolving this matter. Again, it is extremely difficult to navigate the situation through a third party.  We hope that at the time of this response the customer has finally received the second shipment which contained the stools. It was shipped on 8/1 via ***** and our records indicate that it was delivered on 8/2/23 at 11:16 am.  If the consumer requires tracking information we can supply that upon request.
  
  
  We hope that the dedication we have shown to this customers satisfaction is reflected in the actions we have taken to resolve the matter on his behalf. 
  
  
  Please do not hesitate to reach out to us directly at ********************************************** for assistance and we shall endeavor to resolve your issue. 
  
  Customer Care (TJ)
  
  

  Customer response

  08/09/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 15 2023 I made a purchase on the ******* site for a mattress. Never received my order. Notified ******* customer service they reach out to the company. They were to contact me within 48 hours. Never heard from them. I contacted them spoke to ******* on June 26 2023 with no results. Order was never shipped only a fed ex order number. Asked to have my money refunded.

  

  Business response

  06/30/2023

  Hello BBB,
  Thank you for allowing us the opportunity to respond to the customers concern regarding the product they purchase through Walmart. 

  We were contacted on June 26th that the customer wanted to cancel the order she had placed.  On June 27th we issued a full refund through Walmart. 

  The customer filed this case on June 26th, the same day we were brought into the inquiry. 

  As we resolved this case in less than 24 hours we do hope the customer is satisfied with the outcome. We do hope that they are satisfied with the resolution. If she has any difficulty with the refund we issued, we do suggest that she go back to ********* the retailer who she paid. 

  Thank you and have a good day.
  Customer Care (TJ)
  06-30-2023
  

  
  

  Customer response

  06/30/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  November 20, 2022 I ordered two sets of the ******* Rectangular White ***** Indoor-Outdoor Table Set with 6 Stack Chairs (BizChair.com Order - BIZ000416870). One of the table legs did not fully s**** on as the holes are misaligned. Additionally, nearly all of the chairs arrived with scratched paint, dented, or uneven edges (photos attached). December 11, 2022 I contacted customer service via ********************************************** Flash Furniture.com Case # ********, and via the customer service telephone number listed on the website. December 21, 2022 I received an email from ***************************, Customer Support Manager - 'I sincerely apologize for the inconvenience. Can you please let me know if a reorder for the table and a discount on the chairs would suffice as a resolution to fit your needs? Please let me know at your earliest convenience. Thank you for your patience and understanding. Have a great day!' I replied the discount would be appreciated and asked a few additional questions about repairs. January 4, 2023 ************** replied ' can reorder 1 leg for your table top, but I wanted to ensure you were still unable to attach. After reviewing the images you provided, I wonder if you would be able to loosen the other screws to get the one seated. Please let me know if that does not work, if it doesn't we might need to reorder the table top instead of the legs. For the chairs, I would recommend a clear coating over the areas that have chipped. I can offer a ****** discount for the paint chips if that is an appropriate resolution? Thank you again for your patience.' Follow-up emails were sent by me January 25, Feb 21, March 14, and April 24. To date, no further response has been received by the company.

  

  Business response

  04/28/2023

  Sales Order # SO-********* /  Case # ******** and REORDER SO-014590160
  Dear BBB, thank you for allowing us the opportunity to respond to this complaint.  An earlier response was not possible as the customers complaint was being handled internally and resolution was not available.  
  
  The customer purchased her tables Nov 2022. She contacted ** and an order for a replacement leg for her set was created. The part was approved but unfortunately was never delivered.
  Two days ago ******************** posted a scathing review on ****** regarding her experience. As a result of that review I opened an investigation into this case which had closed in December due to lack of response. The customer had begun reaching out to ** again in February 2023 but since the case was closed no response was triggered.. On 4/26/2023 this case was reopened, the customer communication was identified and a replacement part was sent to the customer via Federal Express. The delivery of this item is pending as of today.  Additionally this case is being considered for additional compensation and is pending necessary approvals.
  
  We regret the damage which occurred with this order and further regret that communication lapsed on this case. We have been working toward a resolution which we hope will satisfy the customer.  Additionally, we want the public to know that ********************************************** is the fastest way to reach a specialist who will be able to help when problems arise and special assistance is needed.  
  
  
  Customer Care (TJ)
  
  
  
  Customer Care (TJ)
  

  
  

  Customer response

  04/29/2023

  Greetings,

  Upon receipt of the BBB complaint, customer support manager, ***************************, responded to my numerous inquiries for assistance. I have received notification that a part has been shipped and an offer of a partial refund on the product has been made. I will be happy to close the complaint once those items have processed.
  

  As a point of clarification to the company reply, no review was or has ever been left by me on ******* However, I did copy and past the BBB complaint into a review of the product on the company website. I do think it is important that future customers understand this product is of poor quality. Several other reviews on the website also indicate their items  arrived damaged. Despite all of the companies efforts, I am left with damaged and rusted items and a considerable amount of work is ahead of me to sand and repaint them such that they are usable. It's incredibly disappointing for the amount that was paid.
  

  Thank you,

  *************************
  

  

  Business response

  05/04/2023

  Thank you for the update. According to our records the customer issue was resolved a few days ago. Again we hate that there was difficulty in getting resolution but are happy that we were able to offer a satisfactory resolution in this case. It may take a few days for the adjustments and shipments to complete and we appreciate the customer updating the complaint with the ******************** as well as allowing time for the implemented adjustments to finalize. 
  

  Please do not hesitate to reach out to ** at ********************************************** if we can be of further assistance. 
  Customer Care (TJ)
  

  
  

  Customer response

  05/04/2023

  Greetings,

  April 26, 2023 the company did process the shipment of the new leg and installation kit. We received the shipment yesterday, but have not yet had the opportunity to attempt installation to finalize a solution.

  April 26, 2023 I contacted the company regarding the initial offer of reimbursement. April 28, 2023 the company offered an amended reimbursement amount, which was agreed upon. Following the email exchange on April 28, the company has not been in communication. I reached out on May 3, 2023 regarding the reimbursement status and have not yet received a response.

  Please advise. Thank you.

  ****

  

  Business response

  05/16/2023

  BBB, thank you for your continued diligence in following up on this resolution.  As we stated on 5/4/2023, this matter has been closed as agreed upon with the customer. We did suggest at that time that sufficient time be allotted for the adjustments to be fully applied, also allowing for processing by her lending institution.  

  We always want our customers to be satisfied with their experience. Even on those rare occasions where problems arise, we strive to rectify the problem so our customers know their happiness is important to **. We feel the matter has been resolved to our customer's satisfaction and hope she will show the same tenacity in reporting to you that this case was resolved as she has in following up with the complaint. 

  Thank you for closing this case as resolved and have a fantastic day. 

  Customer Care (TJ)

   

  Customer response

  05/18/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I PURCHASED TWO MATTRESSES ON 9/11/2021 VIA ******* AT $279.99 EACH. THE ***** NUMBER IS 8525217-604239. THEY ARE NOW FALLING APART AND I HAVE CONTACTED THEM SEVERAL TIMES SINCE OCTOBER 2022 AND THEY ARE NOT RESPONDING TO MY WARRANTY CLAIM.

  

  Business response

  01/13/2023

  DATE RESPONDED: 
  Response By: *************************
  
  BBB Claim # ********
  BBB Claim filed  01/13/2023
  Consumer Name: *************************
  Retailer/MicroSite - *******
  Case #********
  
  
  Hello and thank you for allowing us to respond to complaint number ********.  We understand that this client is frustrated and would like to address the concerns raised. After carefully reviewing the case laid out by the consumer, I would like to provide the following facts. 

  ****************** has clearly stated that she purchased mattresses from ******* in September of 2021. ****************** is very upset and claims that she has contacted them several times and received no assistance with a warranty claim. While we regret that ****************** has had difficulty with *******, we are not in a position to dictate their customer service processes. 

  ****************** did contact Belnick on 11/30/2022 and was advised by a **************** Lead to communicate with us through the ******* Customer Portal. ****************** advised the representative that she had tried communicating with ******* without success. Our **************** Lead emailed the customer, through the ******* Customer Portal (as per our agreement with *******). The customer was advised on 12/1/22 to utilize the portal to provide photos of the damage to each mattress as well as her desired resolution (i.e.. refund or replacement). 

  The customer never responded. 

  We sincerely hope ****************** understands that as a ******* customer that the process of resolution lies within the ******* Customer Portal and responding to communication there.  We are ready to review documentation as soon as the customer provides it. 
  We always want our customers, and our customers through our retailers, to trust the products they purchase. When purchasing our products through retailers, consumers must communicate through the retailer where their purchase was made. When purchasing directly from us, we can assist with consumer concerns when contacted at *******************************************.
  

  T**** you for your time and consideration.

  Customer Care (TJ)
  

  
  

  Customer response

  01/13/2023

  I was not clear. I and frustrated with Belnick, not ******** I replied to the email that I was sent in December directly with the photos. There is nonway for me to communicate with Belnick without calling ******** The email that they received and are referring to was sent by ******* on my behalf. When I reply to request ***** via email it seems that you are not receiving it. I want a replacement sent to ************************************************************.

  

  Business response

  01/25/2023

  BBB Claim # ********
  BBB Claim filed  01/25/2023
  Consumer Name: *************************
  Retailer/MicroSite - *******
  Case #********
  
  
  Hello and thank you for allowing us to respond to complaint number ********.  We understand that this client is frustrated and would like to address the concerns raised. After carefully reviewing the case laid out by the consumer, I would like to provide the following facts. 
  ****************** has clearly stated that she purchased mattresses from ******* in September of 2021. ****************** is very upset and claims that she has contacted them several times and received no assistance with a warranty claim. While we regret that ****************** has had difficulty with *******, we are not in a position to dictate their customer service processes. 
  ****************** did contact Belnick on 11/30/2022 and was advised by a **************** Lead to communicate with us through the ******* Customer Portal. ****************** advised the representative that she had tried communicating with ******* WITHOUT SUCCESS. Our **************** Lead emailed the customer, through the ******* Customer Portal (as per our agreement with *******). The customer was advised on 12/1/22 to utilize the portal to provide photos of the damage to each mattress as well as her desired resolution (i.e.. refund or replacement).  We never received the photos from her or ******* and her case remains open with us, awaiting this information.   

  
  We sincerely hope ****************** understands that as a ******* customer that the process of resolution lies within the ******* Customer Portal and responding to communication there. We are contractually bound to communicate with ******* Customers through the ******* Portal.  We are ready to review documentation as soon as the customer provides it. 
  We always want our customers, and our customers through our retailers, to trust the products they purchase. When purchasing our products through retailers, consumers must communicate through the retailer where their purchase was made. When purchasing directly from us, we can assist with consumer concerns when contacted at ******************************************* .
  Thank you for your time and consideration.
  Customer Care (TJ)
  

  
  

  Customer response

  01/25/2023

   
  Complaint: 18807460
  
  I am rejecting this response because: I am NOT able to communicate with Belnick through the ******* portal as they have the wrong seller attached to the item and my order. So, if I respond to seller through the portal, it goes to the wrong company, Flash Furniture,  however, they did not fulfill the order nor make the mattress. I need a method cof communication outside of the portal as I have the photos ready to go. Phone, fax, email, something please - but like I stated before I can't reply to you via the portal. I'll have to call ******* and have them email you, and that will not work with photos.
  
  Sincerely,
  
  *************************

  

  Business response

  02/09/2023

  Hello BBB. The customer reached out to us and provided the photographs we needed to process her warranty claim. The claim has been generated and is currently under review. We believe this has resolved ********************** immediate dilemma and we shall continue working with her to completion of this process. 

  We want all of our customers to have an amazing experience but on those rare occasions when something does not go just right, we want to hear about it. *************************************************** will result in the most expeditious response. 

  *************************

  BBB Handler

   

  Customer response

  02/09/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a mattress from Wayfair a little over a year ago and the mattress is broken called Wayfair and I was told they only exchange the mattress for ***************************************************************************************************************************** as well so both company's are playing games and that is the reason why I am asking for you guys to step in and get me a resolution please thank you *****************************

  

  Business response

  12/13/2022

  Hello and thank you for allowing us to respond to complaint number 18541564.  We understand that this client is frustrated and would like to address the concerns she has raised. 

  ******************** purchased a Capri Twin Mattress in November 2021 from Wayfair.com. In December 2022 she contacted us to file a warranty claim and was advised that she would need to contact Wayfair directly.  We understand how frustrating this must have been. 
  

  Please understand that our contractual obligation to Wayfair prohibits direct contact with their customers as a general rule. As such, the representative answered accurately, if not in the best interest of the customer. 

  Upon receipt of the ******************** Claim I reviewed the case and have requested an escalation of the Warranty Claim Request. This review will take a few weeks as we will have to communicate with and through Wayfair to fully investigate what would otherwise be a straight forward review. Additionally, I have been in direct contact with the consumer to advise her of the reopened case. 

  It is our hope to have this situation resolved for the customer quickly and regret that our contractual limitations have hindered our ability to immediately respond to the client. We do ask for patience as we work through the situation to the benefit of the customer.  We sincerely hope ******************** finds this resolution acceptable and hope this response answers any questions from the BBB regarding this claim.  We stand by our warranty and want our customers to feel confident in purchasing our products. Additionally, contacting us at ******************************************* will result in cases being addressed expeditiously.

  Thank you for your time and consideration.
  Customer Care (TJ)
  

  
  

  Customer response

  12/13/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a few bar stools. After my first delivery I only received two chairs. I thought there were four chairs (two per order) that issue was addressed. I then ordered an additional bar stool. A week had passed and my order was still not shipped. I asked them to cancel the order and it was shipped a few days later. I contacted ***** and had them return the package before it was delivered to me. The company received the pack on 9 Nov. I emailed the company three times now asking for a refund and theyve yet to refund my money.

  

  Business response

  12/12/2022

  BBB Claim #********    BBB Claim filed 12-4-2022
  Consumer Name: ***************************
  Retailer: *******
  
  
  Hello and thank you for allowing us to respond to complaint number ********.  We understand that the client is frustrated and appreciate the opportunity to address the concerns raised by ******************* 

  ****************** placed all his orders through ******* and not directly to us. As such this makes ******* his point of contact for returns and refunds. However, we hold all of our customers in high regard and strive to resolve any issues brought to us. 

  ****************** placed his original order, failing to read the description of the product. He made an assumption, based on a lifestyle photograph presented by ******* and not the product description, that he would receive multiple chairs. He was understandably upset when he only received the products he had ordered and paid for. We always want our name to be synonymous with superior customer service and though under no obligation to do so, we extended a one-time partial credit to the consumer in the amount of $46.00. He seemed thrilled.

  ****************** had several conversations with our company, wanting to purchase another chair and have the credit applied to that purchase. We explained that since he purchased through *******, the technology does not exist which would allow us to apply a credit to any other order. After a couple of communications, he seemed to understand.  He even ordered another chair, again through *******.  The single item he ordered on 10/28/2022, through *******, was shipped on 10/28/2022. We had no internal record that he was rejecting the shipment or that it had been received back in our warehouse until this claim was filed with the BBB. The item was received back on 11/9/2022

  Please note that the refund demanded by the customer was issued by *******, as that is who he paid. They issued a full refund to the customer in the amount of $72.04 on 12/5/2022. 

  We sincerely hope ****************** is satisfied with *******s refund and that this response answers any questions from the BBB regarding the claim. We sincerely feel this complaint has been resolved to the benefit of the consumer.  We always want our customers, and our customers through our retailers, to have a superior experience. Additionally, contacting us at ******************************************* will ensure individual cases are addressed most expeditiously. 

  
  Thank you for your time and consideration.
  Customer Care (TJ)
  

  
  

  Customer response

  12/12/2022

   
  Complaint: 18521506
  
  That is correct deceptive marketing made it seem like there were two chairs included with the order and I was appeased with the credit that was offered for me to keep the chairs. In addition your representative ****** was very aware that package was refused mid shipment. Moreover, ****** knew I wanted to cancel the order after it was placed and not shipped for close to a week after I placed my order. Also, I had plenty of communications with ****** and asked on multiple occasions about my refund. I provided a screenshot of what ***** provided for a POD. So dont lie and say your company wasnt aware that the package was returned to your company. Actually, I emailed ****** the day it was out for delivery and told her the package would be delivered that day it was returned to your warehouse. And yes, ******* finally gave me a refund after your representatives failed to do so. This all happened after I contacted the BBB. You provided a false narrative in your response which required my rebuttal. 

  
  Sincerely,
  
  JT

  

  Business response

  12/13/2022

  2nd Response Date 12-13-2022
  Consumer Name: ***************************
  Retailer: ******* // Sales Order # ********* // PO #***************
  

  Thank you ******************, for your response. We truly understand your frustration at the situation and as per BBB standards we are responding to your rejection of the outcome. 

  We understand that in this day and time that it is not always easy to understand the ins and outs of online shopping. Put simply, these purchases were made on *******.com and paid to *******. Therefore the refund must come from ******* once we confirm receipt of a return. We also understand your disappointment in not being immediately refunded once your rejected order was received in our warehouse. We would be upset too. This could only have compounded the frustration that had been building since your initial order. 

  The message you sent to ******* on 11/24 inquiring the status of the anticipated refund (photo attached) resulted in said refund being issued on 12/5.  Whereas you received your full refund from *******, we consider this matter closed.
  We do regret the aggravation you experienced and agree that your refund should have been issued sooner. We appreciate your questions and responses, as well as your tenacity in this matter. We shall use this case as a tool to grow as a company.   

  Best to you, Sir

  Customer Care (TJ)

  
  

*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. ↩