Complaints

This profile includes complaints for The Modern Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Modern Shop

  Ottawa, ON K1R 6P1

• 

  The Modern Shop

  280 Catherine Street Ottawa, ON K1R 5T3

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:22/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having an issue with The Modern Shop in Ottawa. I ordered a wedding gift 4 weeks ago which was not sent on time , even though they said it would be. Plus they told me and item was coming into their store in a week, I checked on the designer website was out of stock in the USA. I emailed back to confirm and asked them to check again. Their story changed their story to Say they were not receiving it. I ordered 2 items, just one order was out of stock. I wrote a report on their website explaining exactly what transpired. I then asked for my money back - credit my card. Then I received an email stating that when I take down my complaint from their website they will refund my card. Very unethical and unprofessional. I received an email from the owner explaining his position. I asked him to call me so we could discuss this matter. He claimed he was picking up his child at school and asked me what I wanted to talk about ! Really ? I was so insulted by this. It’s been 4 days now and I still have not received my $500 plus credit. Is this company in trouble? They are very rude and unprofessional in my opinion. Just give me my money back.

  Business Response

  Date: 23/06/2023

  We are talking to her via email and sorting this out.

  Thank you

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a deceptive company with terrible customer service. I ordered a floor model FLOS IC Pendant Lamp from this website. There was no description of the condition of the product on the product page, so I assumed it would arrive in lightly used condition. I was disappointed to receive the light with five necessary screws and an allen key missing, white paint on the cord of the light, minor damage (scrapes) to the cord of the light, and insects and stains on the inside of the glass shade. However, the key issue with the product is that it was disassembled improperly: a brass piece which is not meant to be removed from the inside of the shade was forcefully removed from the shade and left attached to the rest of the brass pendant. The screws in this piece are warped so badly that they cannot be removed. We were confused about what this part was at first, but after reviewing the manual realized that the only way this could have happened is if whomever disassembled it wrenched the glass shade off of the brass pendant without unscrewing the screws. There is no way that the screws could have been warped in the way they are otherwise. The customer service representatives and store manager (1) accused me of losing the five screws, (2) denied damaging the product, and finally (3) accused me of damaging the piece myself after contacting FLOS and realizing that the piece in question is not supposed to be removed from inside of the shade. To be clear, the only way this piece could have been removed from the shade without breaking the shade is through wrenching the shade off of the pendant through disassembly—otherwise there is no way to remove this piece from inside the glass shade. This company is not responsive to the point where we are now forced to consider legal action on this matter. AVOID THIS COMPANY AT ALL COSTS.

  Business Response

  Date: 20/06/2023

  We are working with client and have come up with an amicable solution. Thank you

• Initial Complaint

  Date:07/05/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, ***: I placed an order online through ************************** on Feb 1st 2023. This is the item I ordered **********************************************************************. The total was $236.25. I reached out to the shop to ask about the shipping date and was told on Feb 10th that it will be shipped out early March. (1) I waited until March 20th to ask for an update. The manager (******* ******) says she will reach out to her supplier and let me know as soon as she hears back. (2) I waited for another 10 days and there was no update. (3) I followed up on March 31st, and on April 5th she says she is still waiting to hear back. (4) I waited again for another 6 days and asked for an update on April 11th as the item is intended for my toddler's 4th birthday gift - I want to know whether I should look for another present should the item not make it in time. She replied to me saying she will update me in the afternoon, but she never did. (5) I followed up one day later, no response. (6) I waited another 9 days and emailed on April 20th for an update, no response. (7) I waited for another 9 days and emailed on May 1st requesting for a refund as my toddler's birthday has already passed. No response. I hope you will be able to help me with this :( Thank you, *******

  Business Response

  Date: 29/05/2023

  This was order was shipped and delivered via *** ****************** - client actually did a chargeback so now has the goods and the money. Where do we complain about this to ***? Incredible people can complain about this when in fact they stole from us.
  

  Customer Answer

  Date: 29/05/2023

  
  Complaint: 20028007
  
  I am rejecting this response because:
  

  We tried to connect with this company for two+ months to get an update on our order with no response regarding our shipment.  It wasn’t until we ran out of options and filed with *** and called our credit card for help that the company forced a shipment delivery on us, which we asked to refuse delivery several times but with no response again (we do not need this item after 3 months).  We got the package unopened and are waiting for their reply so we can send it back.  Lastly, we got this last message from the Company accusing us to be at fault, which we felt extremely disappointed with their professionalism and ethics.  This is written from a customer’s experience, and we believe any future customers should be aware of our experience with this company.  

  Business Response

  Date: 29/05/2023

  Send us back the product and you’ll be in the right. Otherwise having both the product and money is fraud. We are fighting your chargeback. Thank you. 

  Customer Answer

  Date: 29/05/2023

  
  Complaint: 20028007
  
  I am rejecting this response because:
  
  We have requested to reject the delivery multiple times by email but with no response from your side. Please send us the prepaid label to ship back your product. We will be happy to do so as soon as you provide the label to us. 

  Customer Answer

  Date: 30/05/2023

  
  Complaint: 20028007
  
  I am rejecting this response because:

  We have requested to reject the delivery multiple times by email but with no response from your side. Please send us the prepaid label to ship back your product. We will be happy to do so as soon as you provide the label to us. 

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

  Business Response

  Date: 30/05/2023

  If you want to return it you’ll have to send at your expense. We fulfilled the transaction and are fighting the chargeback as you have received the product. Please refer to our return policy for more info. Thank you. 

  Customer Answer

  Date: 30/05/2023

  
  Complaint: 20028007
  
  I am rejecting this response because:
  
  The shipment was made 3 months after our order, and it is only after we have raised a ticket with both our bank and ***.  As a customer, we view this as a forced shipment to the customer from the vendor in an attempt to keep their revenue and profit, without delivering appropriate product and service.  Below is the timeline and sequence of event related to this transaction:

  1. We requested for shipment updates multiple times after the fulfilment date was not met (and we already waited an extra few weeks), and communicated it was a timely birthday present for our toddler. No response from your company.

  2. We connected with your company again a few times to communicate we do not need the product anymore as our toddler’s birthday has passed. No response from your company. 
  
  3. We connected with *** and our credit card company for help. After one week, your company forced a delivery on us, despite us connecting with your company to refuse delivery. No response from your company.

  4. Your company accuses us of fraud, and stealing from you. We have the package unopened and are happy to ship it back to you as soon as you provide us with the prepaid label. We did not want to receive it in the first place. but we had no choice because your company was unresponsive to any of our requests from day one.

  We have saved all of the correspondences from Day 1 of the order, and we are happy to share all the correspondences with our bank, with *** or other entities to decide if the vendor has acted in good faith in this transaction.  Again, we will be happy to ship the unopened product back, showing our good faith in this transaction.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered $20,000 in light pendants in August 2022. It’s been pulling teeth to get my order. A lot of lapses in communication. All I want is my items to ship. No responses. It’s been a nightmare as this is holding my build up from an electrical inspection and for some reason these people can care less! I have been asked for my social security # to ship. It’s bizarre!

  Business Response

  Date: 02/05/2023

  You need to provide your documentation in order for things to ship to the USA. This is all on your end. The lights have been ready and here for months. Because you are in the USA we need these documents to get things exported to you. 

  Customer Answer

  Date: 02/05/2023

  
  Complaint: 20004821
  
  I am rejecting this response because:

  For some reason I cannot get any communication regarding my shipment. I have sent in the builders EIN and still nothing. No one not even my builder is comfortable sending a company their social security number. They aren’t being clear of other documents that can be sufficient other than social security. An EIN is the most valid. Which means the company is probably trying to charge an expensive shipping amount to be charged to the customer in which shipment should have been included in the $20,000.00 that was spent for the pendants! Several issues and none are being addressed by The Modern Shop. Overall WE NEED OUR PRODUCTS WE PAID FOR MONTHS AGO! 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a coffee table. When it arrived one of the three legs had been shattered. The Modern Shop advised me they would send a replacement leg. This was in October 2022. The leg never arrived. I repeatedly sent emails back to the contact person (Manager *******) who'd told me they would be replacing the leg and never got a response. After a month of repeatedly emailing, leaving voicemail, and never hearing back, 2 weeks ago I advised that if I did not get an update on the replacement let I'd be sending the *** a complaint. ******* messaged me shortly afterwards advising that they were unable to replace the leg and asking if I'd accept a store credit. I wrote back right away that I was seeking either leg replacement or refund. No response. A few days ago I advised that if I did not get a refund or proof that they had at least ran the refund through on their end ( I know it can take several days for refunds to process) that I would be sending the complaint today. I was advised that the refund would be processed by today. It has not been.

  Business Response

  Date: 21/03/2023

  We can offer client full credit for value of table. We are no longer working with ******. Client should reach out to them directly for any repair or replacement parts.

  Customer Answer

  Date: 04/04/2023

  
  

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

   

  I suppose I will take a store credit as that is really the only option they are providing. 
  

• Initial Complaint

  Date:28/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 22, 2023 I purchased 2 sets of bone conductive headphones from The Modern Lifestyle Shop. They sent me an email confirming the purchase with no receipt. The purchase acknowledgment was full of offers to purchase a wide variety of other products from them. They promptly charged my credit card, but have not notified me of the product shipping or sent me any other correspondence. The next step will be to dispute the purchase with ****.

  Business Response

  Date: 21/03/2023

  This is not our business. This is another business with a similar name as ours. We do not sell these products.

  Customer Answer

  Date: 25/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19515607, and find that this resolution is satisfactory to me.

  *** - The day after contacting you I received an apologetic reply with tracking information about my order. I received the goods as ordered. All's well that ends well.

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

• Initial Complaint

  Date:13/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 6th I purchased an LED lamp from the Modern Shop (MS) online from their website and received an order confirmation. After a couple weeks without receiving any notices that my order had shipped, I inquired by email and a representative at the Modern Shop (MS) responded promptly that that my colour selection was out of stock so shipping times would be longer but I could change my order to a colour that was in-stock and my lamp would ship immediately. I clarified that I was trying to make a pair with a lamp previously purchased at MS, so I would then have to order two lamps at the new colour. The shop updated the order to the in-stock colour, gave me a small discount and invoiced me for the cost of a second lamp telling me that they would be shipped as soon as I paid the invoice. I paid the invoice on January 23 right away and got a notice that all items in my order were shipped on January 24. I went to pick up my shipment at the local *** store on Feb 6. *** only had one lamp and all of the shipping/tracking info indicated that only one lamp was shipped by MS although my credit card billing, order info and email exchanges with a rep at MS indicate that I ordered, paid for and should expect two lamps. I inquired with MS general email and a representative's direct email about whether the second lamp was on its way. I forwarded all of the shipping info, a snapshot of the single box that was delivered by *** and the order info to ensure they could follow up. However after a week's time (their posted response time on their website is 24 hours) I have yet to hear back from anyone at the Modern Shop by email or otherwise with even a comment that they're looking into it. They took the order and charged me for two lamps, listed and confirmed as 'in-stock' but have only sent me one lamp. As a repeat customer, this treatment from Modern Shop is disappointing but from the looks of their *** profile, is an increasingly common experience for their customers.

  Business Response

  Date: 14/02/2023

  First lamp shipped. Then second lamp shipped last week. You should have it any day. Tracking was provided when second lamp shipped. Thank you. 

  Customer Answer

  Date: 15/02/2023

  
  Complaint: 19397412
  
  I am rejecting/requesting further information regarding this response because:

  I have reviewed my inbox, account portals and apps and have not yet received any shipping or tracking notifications for a second lamp shipment as stated by the business. I am requesting said tracking notice to confirm the shipment and resolve the complaint.

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

  Customer Answer

  Date: 27/02/2023

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

   

  The Business, The Modern Shop, contacted me outside of the *** Hub and arranged shipment of my second lamp with tracking info and shipping notices today.
  
  So the complaint is resolved.
  
  However I wasn’t able to close or mark the issue resolved in your complaints portal.
  
  Best,
  
  ******

• Initial Complaint

  Date:25/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, thank you in advance for your help. I bought a coffee table from them online (The Modern Shop) in June 2022 and they never delivered it. They also did not refund my purchase as I requested. They spent months telling me that it would get here in a few weeks until I demanded that they deliver in Jan 2023 or give me a refund. They eventually stopped replying back to me and that's when I left a review online and emailed them again. After I posted the review they replied back and now they keep asking me to take down my review for the refund but I believe that is completely unethical. Every new customer should have the right to know all the facts before making a purchase. We moved into our first house and I saved all my money to decorate it, so this is really upsetting to me. For this reason, I want to report them and I hope this won't happen to anyone else. If I can also get my refund, I would really appreciate it. Attaching my email purchase confirmation and email conversations with the store here. (Email 1 has the purchase confirmation and conversation from June to Jan where they keep telling me it will get here soon but it never arrived and Email 2 has the conversation where they are asking me to take down my accurate review) Please help me with this because I feel completely lost. Because it has been 90 days, the credit card company isn't helping as well. This feels completely wrong and they maybe doing to to many other customers that don't know what actions they can take. Thank you.

  Business Response

  Date: 14/02/2023

  This was refunded. 

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a cutlery set online from the merchant that was listed as in stock. It then took multiple months and no communication for them to claim they sent the product. The product was never received and when we tried to reach them; they ignored us. We filed a claim with our credit card company and they have been waiting 60 days for a response from the merchant. The merchant then claimed they sent the product. Nothing was sent, nothing was received and nobody should ever purchase anything from this merchant.

  Business Response

  Date: 27/01/2023

  Client received goods via *** ******************

  Client also proceeded to file chargeback even though they did receive goods.

  We do our best to make everyone happy but this was simply a case of fraud on our clients end, 

   

  thank you

  Customer Answer

  Date: 27/01/2023

   
  Complaint: 18727784
  
  I am rejecting this response because: How dare they claim fraud when the goods were never received. This shop has a history of this behavior and I recommend everyone stay away from them. They are dishonest and don't respond to simple inquiries. The fact that they are willing to claim fraud shows their unwillingness to cooperate. 
  
  Sincerely,
  ***** ********
  

• Initial Complaint

  Date:04/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two lightbulb cameras for security along with a sd card. Cost $106.95. Order was confirmed with a notice that we would receive another email with shipping info. On the order confirmation the order numbers were blurred out. Of course we haven’t received any other communication or any product. In addition there was an additional charge of almost $40.00 for something we have not idea what as we didn’t order anything else.

  Business Response

  Date: 06/12/2022

  This is not for our company. We do not cary security equipment. Our shop is home designer goods: **************************

  This has happened before. There is a company using a similar name that deals with security equipment.