ComplaintsforEternity Modern

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch from Eternity Modern on September 21st 2023 and the couch arrived December 20th 2023. After unpacking all 7 boxes, we quickly realized the couch had horrendous build quality. The fabric on every single piece has flaws, which honestly, is the least of our problems. We ordered the seats in the 2 softest options offered, yet they are rock hard. Whats even worse, the couch (that is supposedly down) crinkles loudly like youre sitting on a plastic sheet. I emailed them immediately letting them know of the flawed build quality and that I would like to return the couch for a full refund. After sending them all the proof they requested, they took 9 business days to tell me that they will let me keep it and refund $1500, or replace it with another one. If they couldnt make it right the first time, not sure why Id have confidence in them making it right a 2nd time. After declining the offer, they said they dont normally offer refunds (which is a lie), but they would make an exception (with me taking an almost $3k hit) to return it. If I was simply changing my mind and no longer liked the style, Id be happy to pay the price. I, as the customer, did not make the horrible quality product, therefore I should not be the one financially penalized for receiving such a terrible product and needing to return it. This couch has been for sale on their website since December 2022. After going through all 13 pages of reviews on their website, Ive noticed there isnt a single review for the couch I ordered. Either Im the only person with in an entire year to order this couch, or no one has been able to write a good review on it (they only publish the good reviews on their website). They literally admitted the couch crinkles because of the faulty materials they used, and their resolution would cost me almost $3k to return it. Unacceptable business practices and Id stay far away from a company that tries to rip people off like this.

  Business response

  12/01/2024

  Addressing customer concerns promptly and transparently is a priority for us, and after a thorough review of the complaint, we would like to provide the following comprehensive response.
  Customer satisfaction is highly valued at **********************, and we take all feedback seriously. Regarding the noise issue that was brought up,we would like to clarify that the sound that the customer experienced when sitting on a down sofa is a common characteristic of down-filled furniture. The rustling or crinkling noise stems from the natural movement of down feathers within the cushions and falls within accepted limits, not indicating a defect in the sofa.
  Moreover, it's important to note that Eternity Modern CEM orders are considered final sale and are typically ineligible for return, in accordance with our policy. This policy was acknowledged and accepted by ******************* during the checkout process.
  To clarify our position, our response is not an admission of an issue but an effort to collaborate with the customer to find an amicable resolution (including a one time  exception to our CEM return policy). We understand the concerns and are committed to working with ****** to ensure a positive outcome.
  Furthermore, we would like to clarify that we do not edit or gatekeep reviews. They are posted exactly as received. We appreciate and respect the authenticity of our customers' opinions.
  While the issue highlighted does not align with industry standards for a defect, our customers satisfaction does remain a priority for us. We are open to working with the client to to achieve a mutually agreeable resolution that effectively addresses her concerns, and we have presented various resolution options for consideration.

  Customer response

  12/01/2024

  Quality down couches do not crinkle and crunch when you sit on them. My parents have a down sectional in their home and it is 100% silent when you sit on it. You blamed the noise on it being made in velvet instead of leather or felt. If you hadnt tested the velvet to make sure it worked properly for that couch, why would you let a customer order it? Was I the test dummy and you were just hopeful a different fabric didnt change the integrity and quality of the couch? Or did you test it and thought that selling a crunchy couch for $6k was acceptable? Also, the velvet is not without issues, as every piece has notable flaws in the fabric. As for the reviews, if you dont edit them and all reviews submitted to your website get published, that means one of two things. One: not a single person besides me has ordered this couch in the 12 months its been available for sale. Or two: people have ordered this couch and werent impressed enough (good or bad) to write a review. Either way, kinda suspicious.
  

  The only resolution I will be accepting for this failed piece of furniture is a full refund for the price of the couch (Ill eat the original $459.03 shipping cost and call it a ****** learned). I will not be paying to ship back the couch that apparently never should have been allowed to be ordered in a material that doesnt suppress the crinkling sound of feathers. 
  
  Sincerely,
  
  *******************

  Business response

  16/01/2024

  It is important to emphasize that the sofa in question is not defective.  Our production team had reviewed the video submitted in which an issue could not be heard.  The noise that the customer may be hearing is produced by the down feathers is a standard characteristic in the industry, resulting from their natural friction against each other and the casing around the foam.  

  In addition, our velvet upholstery is constructed with a short, dense woven pile that reflects light, causing the color to change depending on the viewing angle.  This is natural and not considered a defect.  We do recommend the use of a soft-bristled or clothes brush, brushing in the same direction as the nap of the fabric, to smooth out the pile in the desired color direction as stated in our *********** guide which is available to view anytime on our website.  Please also find attached the Quality control photos of the sofa once it was completed.

  Furthermore, it seems the customer has had a change of heart and is unwilling to cover the associated shipping fees for the return.  Despite offering a replacement piece, the customer declined. It's important to reiterate that we reserve the right to replace and rectify items deemed "defective." However, in this case, the sofa is not defective. Nevertheless, we remain committed to resolving the situation and are willing to create a new piece to ensure customer satisfaction as stated in the policy (which was agreed upon checkout).

  
  We value our customers and their understanding of our products, and we are dedicated to finding a solution that aligns with our commitment to quality and customer service.

  Customer response

  17/01/2024

   
  Complaint: 21106678
  
  I am rejecting this response because:

  It sounds like you must not have had the volume on or turned up. It's literally not possible that you can't hear the loud crunch each time I press on the couch cushion. I have sat on tons of down couches and saying that industry standard is for them to crunch and crinkle when you sit down on them is a bold-faced lie. I have family, friends, and clients in the furniture and interior design industry; all of them had a look of absolute disbelief when I let them listen to the video.

  I did not have a change of heart; at no point was I willing to take a financial hit of thousands of dollars. You sent me this crunchy couch, and you can pay to take it back, as it never should have passed quality control in the first place. I didn't manufacture it, and the customer shouldn't be penalized for being sent something that is not usable. I am not interested in waiting another however many months for you to attempt making a softer, less crunchy couch. I have zero confidence in this company or the product. The couch is back in the boxes and taking up space in my home. I'd like you to have it picked up as soon as possible and receive a refund of $6,044.55. Thank you. 
  
  Sincerely,
  
  *******************

  Business response

  17/01/2024

  Please allow us to provide detailed information on the matters raised.
  Regarding Sofa Cushions: Our sofa cushions are meticulously crafted from feather-wrapped mixed density foam, featuring an additional coating to secure the feathers in place. This design ensures durability but may contribute to a slight sound. Please note that this sound is not considered a defect in the product.  Product description attached showing the fill of the Sofa cushion itself. 

  Regarding Velvet Upholstery: Our velvet upholstery is constructed with a short, dense woven pile that interacts with light, resulting in color variation based on the viewing angle. Due to the higher pile of velvet, it may experience compression during shipping or extended sitting, appearing as a crease or stain. Rest assured, this is easily remedied and not considered a defect.  We've provided remedies on how maintain Velvet.  Further instructions are available in our *********** guide on our website available to view any time.

  Fair Resolution and CEM Orders: We want to express our commitment to a fair resolution. Despite CEM orders typically being non-returnable, we have made an exception for this case. The customer is welcome to return their order directly to our warehouse for a refund per our return and policy (attached).While the issue raised may not qualify as a valid manufacturing defect, we are dedicated to assisting in achieving a fair resolution.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -Date of transaction: March 9, 2023 -Amount paid: $1,354.50 -I ordered a ***** ******** **** ******* ******** ********* ***** ******** **** Mirror, **** *******. The mirror is shown on the website as having organically shaped edges with a flat surface. It is pictured from various angles, all showing a flat surface with flat. -The item I received has a much more rounded surface than what is shown on the website. The rounded surface results in a distorted reflection from nearly all angles. The images in the website are not at all accurate compared to what I received. -Since the item I received does not match the item presented on the website, I am requesting the merchant refund the order, including all shipping costs, and initiate a pick-up of the item to be returned to the merchant. -The business has not acted in good faith by adequately reviewing the order *** *** ****** ********** ** **** ******** ** ****** ******** **** ** **** *********** which will total $489 ($330 for the return and $159 for the originally shipping cost). -The business has also failed to adhere to the policy posted on its website which indicates "No-hassle returns" as I have been repeatedly asking for them to arrange the return and they've been unresponsive to the request only until my latest email, in which they then tried to manipulate me into accepting shipping fees in both directions to complete the return. ****** ************

  Business response

  09/05/2023

  Regarding the ***** ******** **** Mirror, it is not completely flat and is a tridimensional mirror with curvatures. These curvatures are intentional and are part of the mirror's unique design, reminiscent of liquid droplets..
  We understand that this may not have been immediately apparent in the front facing product images on our website, and we apologize for any confusion this may have caused. However, we do make every effort to take images from different angles to show the mirror's curves as accurately as possible. We also have a video on our product page which shows the curvatures of the ***** mirror. This is also explained in the description as well as the dimensions on our website* *************************************************************************************************************************

  We understand if ***** wishes to return his order in which he is most welcome to do so under our return policy which was agreed upon when the return request was initially submitted.

   

   

  Customer response

  09/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: (a) The pictures and videos taken from angles to not reflect the curvature of the mirror I received. The images on the website from multiple angles show a relatively flat reflection from all angles. The mirror I received has a heavily distorted reflection from all angles, including from straight on, which does not at all resemble the images displayed on the website. (b) The return policy on the website indicates "no-hassle" returns. But the supplier is requesting that I pay shipping in both directions, totaling nearly $500 in order to return this item that doesn't match the description on the website.
  
  Sincerely,
  
  ***** ********

  Business response

  09/05/2023

  We understand the importance of providing comprehensive information to our customers and have all the product information available to view on our site.

  When viewing a photo of the mirror from the front, it may not provide a complete understanding of its depth and three-dimensional aspects.  Hence to ensure a more accurate representation of our products, we do offer different views and angles in our product images. These additional perspectives allow you to visualize the depth, dimensions, and overall appearance of the item from various angles.  Furthermore, we go the extra mile to enhance the shopping experience by providing videos of the mirror. These videos give a dynamic and interactive representation of the mirror, allowing views from different angles and get a better sense of its depth, texture, and overall design.  *************************************************************************************************************************

  In the product description, we also advise that the item is a "tridimensional mirror" (**** **** **** ********* ***** **** * ******** ****) Thickness of 2.4"

  Our dedicated customer support team is always here to help answer any questions if you are unsure.

  We would be happy to process a return based on our return policy.

   

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: again, as I have repeated to you all on numerous occasions, there is no image or video from any angle that looks anything like what my mirror looks like. And tri-dimensional could apply whether or not the the surface past the edges is flat or convex -- that alone doesn't really change anything. The images are misleading. The customer support is poor, at best, simply repeating the same stock response to me over and over again. And the return policy is clearly not "no-hassle" at this point, so you aren't honoring the spirit of the messaging on your website. The only acceptable outcome at this stage is for you to initiate the return order, paid for by Eternity Modern, and refund the entire purchase price, including shipping. Please, let's get this case closed already, I don't have time to continue debating this for "Eternity" (I now see where the name comes from). If you brought this case to a jury, or any reasonable third-party, I guarantee they would all agree that the item I received does not look like any of the images or videos on the website.
  
  Sincerely,
  
  ***** ********

  Business response

  10/05/2023

  We understand that sometimes products may not meet your expectations, and we sincerely apologize for any inconvenience caused.
  We strive to provide transparency and ensure that our customers have a comprehensive understanding of the items they are considering.  To achieve this, we make every effort to include images from all angles, accompanied by detailed descriptions, to accurately represent our products.

  As such, we can reduce the return shipping costs and waive any restocking fees specifically for this order. 
  

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: again, the only acceptable resolution is to ensure that I am not coming out of pocket for any costs for this return as it does not match the description and images on the website. Please email me, through the thread with your support team, by including the return shipping information and an acknowledgement that you will be covering the entire return shipping cost, in addition to a complete refund on the entire purchase price. One that is done, we can consider this complaint closed.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  29/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***** ******* Be sure to read all reviews regarding Eternity Modern. This company has ********* poor customer service *** *** **** ** **** ** *** **** ** *** **** ***** **********. My parents are seniors. They purchased this chair with the idea it would be comfortable and relaxing. This chair is not comfortable. ** ***** ** ** ********* *************. Yes, it looks very cool, but it’s functionality is poor. The tilting mechanism is almost out of reach for an able-bodied individual. As a senior with mobility issues the titling mechanism is impossible to reach while actually sitting in the chair. The tilting mechanism is very awkward to use for anyone, let alone my older senior parents. It is also ********* difficult to figure out which direction to move the mechanism to engage the tilt. When the tilting mechanism is finally employed the chair tilt is minimal at best, worst of all it doesn’t stay in a tilted position when it is finally engaged. My parents can’t properly tilt the chair while sitting in it as they can’t reach the tilting mechanism that is all the way at the bottom of the chair. Trying to tilt the chair while not sitting in it because you can’t reach the mechanism is impossible because you need your weight in the chair to support the tilt. The Eternity Modern team suggested my parents apply **** to the chair to get it to work better. A new, expensive modern chair should not require an application of **** by the customer to get it to function properly. My mom said she was even advised to hit the tilting mechanism with a hammer to get it to tilt properly. She had enough common sense to avoid doing that. ******* ********* ** ***** **** *** ****** This is evident by Eternity Modern asking my mom to do the things mentioned above. My parents are now on the hook for for over $620 in return shipping and a 20% restocking fee. Nearly half the price of the chair itself. Eternity Modern has not been supportive and have left my parents in the dark. **** **********

  Business response

  04/10/2022

  ***** ******* reached out to us regarding a return in which a return form was completed stating the following reason "It’s not as we thought it might be, Stiff not comfortable, Certainly not suitable" and agreed to the terms and conditions of our Return policy on September 2nd.

  We confirmed that we were happy to accept her return based on our return policy (stated on our website under FAQ, Shipping & Returns and also accepted by upon checkout). There was confusion on how to work the lever of the chair n which we provided instructions as well as a video on how it should tilt. Debra had sent a video of her sitting in the Egg chair which we thoroughly reviewed and we confirmed to her that it was in good order.

  
  We do understand that the Egg Chair did not meet ******* expectations in which she is welcome to return the order based on our return policy.
  We advised that she also has the option to arrange their own shipment back and the return fee will not be deducted from the refund.
  We aim to be transparent have all our policies stated on our site accordingly.

  
  *********** ******* has then reached out to advise that he would like us to provide an exception outside our normal return policy. He has acknowledge that this case fits our return policy but is asking that we make an exception for them
  If not, he has threatened and acted on posting negative reviews online and on social media. We do not take these threats lightly, but we are not at liberty to provide an exception.
  We at Eternity Modern feel that we have acted reasonably in accordance with our policy and guidelines that are clearly stated and accepted by the customer during placement of order.

  
  

  Customer response

  05/10/2022

  It is not okay that Eternity Modern sent a defective chair to my mother and now expect her to cover the return shipping and a restocking fee, which amount to $630. Eternity Modern is suggesting that the onus is on my mother because she read and agreed to Eternity Modern’s policies when checking out. It is clearly evident in multiple emails Eternity Modern knew the chair was defective as they asked my mother to apply **** to get it to operate correctly. I can tell you we would have never agreed to a situation in which a company could send a defective product and expect the customer to cover return shipping and an additional restocking fee. This is unacceptable. I tried to reason with Eternity Modern that all we want is a full refund, we do not want to keep the chair. At no point were any threats given, ** **** ** ***** ** ****** **** ******* **** ************ **** **** ** ***** ******* ******** ******** I tried reaching out to Eternity Modern in a number of different ways, however they continued to ignore my emails and block my profiles from ********, *******, and *********. After reading many reviews it is apparent that this is a standard for Eternity Modern. ** ***** **** *** ***** **** ** ****** **** ******** *** **** ***** ****. All we want is to send back this defective chair, it is in brand new unused condition, and in return we just want our money back. This is how every business works. They stand by their products. I am asking that Eternity Modern do the same. To be perfectly honest, and after reading reviews about this company, I wish my mother* *** ** * ****** **** **** would have never done business with a company ** ********* ** **** ***. You can have your chair, please give back our money. 

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

  Business response

  05/10/2022

  We are happy accept the return based on our return policy stated clearly on our site (and accepted upon completion of purchase and return email submission from ***** *******).  

  Alternatively, if the return fees (which are quoted directly from our carriers - we do not mark up on shipping) are not agreeable, the customer is welcome to source their own carrier for return.

  We are also happy to waive the restocking fee for this one time, however, the return shipping does apply accordingly.

  We aim to resolve this amicably and fairly.

  Our team has been sent constant emails, messages, negative reviews on all platforms and direct messages with the same content over and over by *********** ******* in the hopes that him doing so will compel us to provide an exception to our policy. 

  However, we feel we have acted reasonably in accordance with our policy and guidelines that are clearly stated and accepted during placement of order.

  Customer response

  06/10/2022

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

  Though I do very much appreciate the offer of waiving the restocking fee, it still does not seem fair or equitable. I understand you have written a policy to protect you, however the customer also deserves protection. Hence why we are going through BBB to find some common ground. Blocking your customers from sharing their experiences about your company on social media ** *********. At no point have I exaggerated or lied, the truth is important. I have reached out to you prior to sharing negative reviews as a courtesy, as I know negative reviews hurt your future business, I did not want to do that. I wholeheartedly disagree with your business practice. You must stand by your product. As a final offer to you and to help to end this process amicably, I will agree to a waiving of the restocking fee and that we split the return shipping. This is a compromise for both parties. I hope Eternity Modern will help to end this conflict. 
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  31/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a 5 module sofa from Eternity Modern, after having it for 3 weeks the fabric started to discolour on 3 of the 5 modules. I asked for it to be replaced and they said they would as it falls under their warranty policy however I had to pay almost $500 to have it shipped. I waited 12 weeks to get the sofa only to realize the fabric was defective and instead of being compensated for the inconvenience, they are not only charging a ridiculous price to ship a replacement (this shipping price should be stated in their warranty policy as I would not have ordered if I was made aware that shipping would be so costly) they also wanted me to pay to ship the defective sofa back, which is not stated in their warranty policy. The funny thing is I got free shipping when I ordered the sofa and now they want me to pay to ship the defective item back and pay for a replacement. Essentially they are penalizing me for their defective product. They claim there is nothing defective about their fabric but they have advised that I chose another fabric for the replacement which doesn’t make sense if they stand behind their fabric. I also had my walls painted to match the fabric that I chose so I obviously do not want a different fabric. Customer service at this company is ********. I expect to be compensated for this inconvenience by having the sofa replaced in the same fabric at no extra charge to me. They should not expect customers to pay to have their defective products replaced. I have asked them to send a specialist out to investigate the situation if they don’t believe that the fabric is defective but I haven’t received a response at this point. I am honestly shocked by the lack of customer service at Eternity Modern.

  Business response

  12/09/2022

  We are in discussion with **** directly with a few resolution options covered by our warranty.

  ****'s order *********** was received on July 18th, 2022 as shown on the signed proof of delivery (delivered in good order).

  Any issues are to be reported within 3 days after receipt of order.  As noted on our policy, a claim damage/defect policy cannot be processed if the order was delivered more than 14 days from delivery and/or if the item has been used, the warranty policy would apply.

  **** reported damage on August 8th.  We have heavily researched the issue in which the issue she speaks of seems to be coming from external factors.

  We have confirmed to **** that we are able to resolve her issue under our warranty policy.  In which a new module can be produced (as per our warranty policy, the replacements are no charge, however shipping charges would apply) or alternatively she is able to return her order for a refund.

  We are currently awaiting ****'s response.

   

  Customer response

  14/09/2022

  
  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. There are 3 modules that are fading, I will pay the $500 shipping as long as I can keep the damaged modules until the new ones arrive. I was told in a previous email with the company that this was possible so I hope that will be honoured. If Eternity Modern sends me an email with an invoice to pay the shipping cost I will do that today in order to have the 3 modules replaced.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an *** Chair from Eternity Modern in *** *** ***** *******. After weeks of it being the order being processed and preparing to ship the chair finally shipped and took more than two weeks to make it to the delivery company. Upon delivery I received a chair in a different fabric and color, not at all what I ordered. I received no response to the emails that I have sent. Once I was finally able to reach someone on the phone I was told they have to investigate what happened before they could issue a refund, ***** ** **********. My order number is ***********. I would love to have the chair that I ordered but unfortunately I don't trust that Eternity Modern will be able to send me the correct item. The phone number that I was able to reach someone at is * ***** ********. I request a FULL refund including the amount I paid for ***** ***** delivery, since I did not accept the item.

  Business response

  08/07/2022

  For order ***********, our third party ***** ***** agent (***** ******** ********) had a mix-up at their terminal and mistakenly delivered a **** ****** *** chair instead of the *** *** Chair (which was at their terminal).  We resolved the issue that same day and confirmed to **** the correct chair would be delivered.  Delivery was scheduled directly with **** for July 7th. We are happy to confirm that the correct order was delivered to **** *******. Signed proof of delivery attached. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Aug 12, 2021, I placed an order for a custom sofa to be manufactured and shipped to my home address, using a white-glove delivery service (Order # **********). At the time, I understood that it would take 12 - 16 weeks for the order to be completed and shipped. Now, it's 6 months later, and I still haven't received my order. I contacted the company many times for shipping updates, and they said the extraordinarily long delay, was due to logistics and supply chain disruptions from the Covid-19 pandemic. Finally, on Feb 14, I received tracking information for my order, as it was picked up by *** * **** in Vancouver to be shipped out to my region. On Feb 16, the order was received by **** ****** * ******* in Guelph, ON, which would undertake the white-glove delivery my home. However, the manager of **** called me to inform me that, while they had received my customer information, it turned out that the actual order that was dropped off at their warehouse belonged to a different customer based in Nova Scotia. The wrong order contained lamps and side tables, not a sofa, as I had ordered. **** contacted Eternity Modern to have the wrong order picked up. It’s now Mar 3, 2022, and there has been no further response on their part. According to **** ******, to this day Eternity Modern still hasn’t picked up the wrong shipment, nor have I received any updates from them regarding my order since Feb 17, which is unacceptable. So basically, they don’t seem to be taking any action on their mistake. Out of sheer frustration at their ********** and apparent inability to locate and retrieve my original order, I asked for a full refund of $3,760.75 on Feb 25, including the shipping charges and white glove delivery fees. I also asked that they waive the 20% restocking fee, since the mistake is entirely on their end, and I don’t feel that I should be penalized by having to cover a restocking fee for an item that I never even received, through no fault of my own.

  Business response

  08/03/2022

  We have been in direct contact with ******** ******* regarding his order ********** which is currently missing in transit with the carrier.

  We have confirmed to Rainarde that we will be cancelling and refunding in full his entire order via ****** as well as issue a store gift card credit of $150 for the inconvenience.

  Customer response

  09/03/2022

  
  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

  22/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered 3 barstools (C006-R0) from Eternity Modern on December 13, 2021 Order #****** for a total of $951.64 CAD We were told that the items were on “back order” and would be ready to deliver in 8 weeks. On January 17th, 2022 I contact customer support via email. Asking how I can go ahead to cancel my order due to us moving out of the country and worried that we wouldn’t receive our order in time. I received a reply stating that my order was “in production” that they could refund 80% of my order back to my credit card and 20% was to be taken as a “restocking fee” **** ** ********** ********** **** ******* ** *** ******* ********** ** **** ***** **** **** *** ***** ** ***** *********** I wasn’t even give an estimated date as to when I could expect these stools that are “in production” I want a full refund of $951.64 refunded to my credit card. I am not happy with the customer support or that it’s been well past the estimated ship time for these stools. I don’t want to be charged a restocking fee for something that isn’t even in stock to restock.

  Business response

  15/03/2022

  Per our cancellation policy: For all quickship orders (items in stock), the customer can change/cancel their order within 1 business day from the original order date.
  For all custom items (items on back-order), the customer can cancel the order within 6 business days at no charge. Otherwise, the refund will be reduced by a cancellation fee equal to 20% of the purchase price, which can be used as store credit for their next purchase.

  The order ****** was placed on December 13th in which ****** ***** had reached out to cancel their order on January 16th.  We had agreed to make an exception for her case and our team had already processed a full refund on Feb 22nd to ****** ******* original method of payment.  Attached is the receipt as well as full refund processed.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  order number* ******* I have received and opened the sofa on Feb 4th, but I am so disappointed that it has 2 main issue: 1. The smell, the sofa has a strong smell that I cannot bear with it for even one minute, the smell makes me feel headache and super uncomfortable. so I bought an HCHO & HVOC tester, the result shows the sofa is under red severe pollution!! And I have a **year kid at home we really don’t want this poison odor. 2. The color is different from the online picture, The picture is black, but the item is grey. (see attached pictures) I have sent multiple emails these days but no one is replying to me or helping me. I must return this life-threatening sofa at no cost and ASAP since it is sending out strong pollution all the time

  Business response

  09/02/2022

  We strive to craft our furniture with the highest quality materials in which we do not utilize any toxic/harsh chemicals on any of our products.
  Just like most new products, freshly packaged foam that has been sealed can oftentimes have a distinct scent to it. Some may notice it more than others but it is normal and in most cases will dissipate
  The smell is due to the natural components emitted from the manufacturing process or materials of the sofa itself
  Our production team recommends a simple remedy of fresh air or placement of the order in a well-ventilated room with plenty of daylight and any odor shall dissipate.
  

  We have contacted the customer and advised that they are welcome to return the order if they are not satisfied with it.

  
  

  Customer response

  11/02/2022

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

  
  

  1. I have bought many sofas before from **** **** **, but none of those has such much of poison odor that I cannot bear, they even dont have any smell. 

  I mean I really cannot bear with it more than 1 minute. 

  So this is not normal, customers shouldn't have to deal with odor themselves. and my HCHO AND HVOC tester shows it is pollution, can to explain this?

  
  

  2. the color is wrong, is different with the picture online or from the color name.

   The sofa I got is grey, but the color name is ink, and picture online is black. so either they sent a wrong sofa, or the picture/description on the website is false.

  
  

  Thus I want to return the product with free return fee and also no restocking fee because I am not returning for no reason, instead this is the product itself defect.

  
  Sincerely,
  
  ** ***

• Initial Complaint

  01/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sent the wrong colour base for my table. Ordered white and received glossy black. The company has not responded to my numerous emails and according to their website their phones are being upgraded so they can't take calls. The solution is very simple, arrange for the correct coloured table base to be sent and pick up the wrong one when you drop it off. I am even willing to drive to a nearby location to pick up the correct one and drop off the old one if it will expedite the process. I WILL NOT however send the base I have back until I receive the new one. Based on the reviews I've read I do not trust the company to send me the new one in a timely fashion. I will continue to use the base they sent until I receive the new one. There should be no charges to me as the error is theirs. They made a simple mistake which can be very easily rectified.

  Business response

  02/12/2021

  We have resolved the issue for order ****** who received the incorrect coloured base.

  The correct white base will be shipping directly to *** (under order ******).  We have advised that he is able to keep both bases.

• Initial Complaint

  22/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the ***** **** bed in August of 2020 and still have not been able to use the bed, other than for a short period of time. The frame inside the headboard is cheap and breaks easily. I was able to use the bed for a short period of time, and I was wondering why the bed was higher on one side of the frame. I ended up buying a new mattress, thinking that could have been the issue. When I took off my old matress to replace the old one, I noticed it was the frame that was bent! I reached out to customer support in May of 2021 and they sent for a new frame for me. That frame took until October 2021 to receive and it came in a two boxes as curbside delivery. I followed up by email to see when they would come install the frame, and here was there response on October 20th: "*** *********** ***** *** ******* *** ******** ********* ************ *** ** ********* ** ** *** **** ** *********." November 3rd I had some free time to open the box and start the installation. When I opened the box, there were many different parts and different instructions to put the bed together. My bed doesn't have the screws holes needed to install what they provided me, and there were screws missing for the legs of the frame. I emailed them. November 10th: They wrote me back 7 days later with different instructions for the bedframe and didn't acknowledge why I have extra items and they didn't provide enough screws for the legs. I am looking for a full refund or a partial refund so I can go out and buy a proper frame or boxspring for the bed.

  Business response

  26/11/2021

  Regarding order ******** (which was placed on an affiliate site ***** ***, not on Eternity Modern) - the team had acknowledged that the original bedframe was under warranty in which a new replacement bed frame was issued and produced (with 2 additional supporting legs).  

  Upon completion of the new frame, the quality control photo was emailed to **** for confirmation.

  We understand that he had stated that he is missing a few screws to assemble his new bed frame.

  We notified the production team and they have sent the hardware via ***** directly to ****'s location and he will be receiving it next week.

  Feel free to let us know if you have any further questions and we will be happy to assist.

*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. ↩