ComplaintsforAccents@home Furniture Inc.

• 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.

• Initial Complaint

  19/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I checked the Accenbt@Home Burnaby store if they have stock for a dining table I want to buy, and how long can it be kept in store before I go to pick it up. They answered they have stock and can keep for two months once I paid for it. Then I paid the item online, got the receipt and informed them I am going to take it two weeks later. However, I received a call from their manager one week later that my table was sold to another customer. ** **** ** ** ********* ***** *** ******** ******** ** * **** ** **** **** ********* ** ***, Thanks Reference: Accent@Home, Burnaby Store Order #****

*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. ↩