Complaints

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:01/10/2025

  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.

  Hi! On 11-28-24, I ordered the Keziah Jute rug in Slate from **** and Georgia. It was the 12'x15' size rug, so it had to be delivered by a delivery service, which was fine. It was also not in stock, so we had to wait a bit, which was fine. When I finally got the call to setup delivery, we did. The rug was delivered on 12-31-24. When they came to deliver the rug, I told the delivery guy to please just set it inside the door because we were all sick with step throat and I didn't want him to get it. He said thank you so much and left. The next day when we had the energy to open it, we realized it was the **** color and not the Slate that we had ordered. I reached out that day by, email, to let **** and Georgia know about the situation. That was on January 1st which I knew was a holiday, but I figured I would certainly hear back the next day. I was very wrong! I emailed again on the second. I then left a message since that was the ONLY option when calling their "customer service" number. I tried to speak to someone through the chat option on their website and it just says "bot" and directs me to email them. I left a message on their social media accounts and NOTHING! I have NEVER dealt with a company that has such poor customer service. I just want help getting this huge rug picked-up from our house and at this point, I just want a refund.

  Business Response

  Date: 01/16/2025

  Hi *********,
  
  Were truly sorry to hear about the mix-up with your Keziah rug order and for the delay in addressing your concerns. We understand how frustrating this must have been, especially given the circumstances. Our records show that a representative resolved this for you on 1/7.
  If you have any additional questions or concerns, please dont hesitate to reach out. Thank you for your patience and understanding, and we sincerely apologize for any inconvenience this has caused.

  Customer Answer

  Date: 01/16/2025

   
  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. I was eventually able to reach someone and everything has been resolved! I am happy with the outcome and she was very helpful!
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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 11/22/24 I ordered a ***** ****** bed by ***** ******* ****** from Lulu & Georgia, along with white glove delivery.On 12/31/24 the bed was delivered and installed by technicians. They put the mattress on the bed without me asking, which seemed nice. I couldnt see underneath, but I trusted them and signed off on the delivery.I was away from home until the night of Jan 1st, when I discovered that the bed loudly creaks, squeaks and sags like a very old bed. I couldnt sleep at all and my back started to hurt. On Jan 2nd, I emailed customer support and requested a refund. On Jan 6th, after several sleepless nights and with a very sore back, support responded that a technician like the ones who installed the bed could come look at and fix it. I pulled the mattress off myself to take a look.The mattress slats are flimsy, thin low quality plywood that bows if I press it with a finger. The slats have slid off of half the bed because theyre poorly made and the bed is low quality. No wonder its squeaking and sagging. The bed is also made of cheap metal, which wasnt listed in the product description. I dont believe another technician or a new version of the bed can fix this. Its a poor quality bed and it was also put together very poorly. Ive had **** furniture thats more solid.I would like a refund.

  Business Response

  Date: 01/16/2025

  Hi *****,
  
  We sincerely apologize for the issues youve experienced with your ****** Platform Bed by ***** ******* ******. Our records show that one of our representatives has provided a solution and submitted a request to our third-party carrier to collect the bed. The carrier will be reaching out to you within 2-5 business days to schedule a pickup.
  Once the item has been collected, a refund will be processed within 1-2 weeks, and you will receive a confirmation when its complete. We appreciate your patience as we work to resolve this matter, and were truly sorry for the inconvenience caused.

  Customer Answer

  Date: 01/20/2025

   
  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

  Date:01/10/2025

  Type:Sales and Advertising 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 rug and rug pad from **** and Georgia on Jan 2, 2025, order number ******. I received a confirmation email of the order being placed but I only received shipping timing emails for the rug pad item, which has since delivered. I received no timing or processing info related to the rug. I have sent multiple emails to the customer support email asking for an update on shipping timing or even an update on whether the rug is being processed and have gotten no response. No service is available by phone. I noticed the same complaints filed on BBB and would like to request on update on my rug order and ship timing from **** and Georgia.

  Business Response

  Date: 01/14/2025

  Hi ******,
  
  We sincerely apologize for the delayed response. Our records indicate that an update was provided on 1/7 stating that the **** rug would ship within 5-7 business days from the order date. Tracking details were shared on 1/9, and delivery occurred the same day. As the order was placed on 1/2, this timeline falls within the *** guidelines provided on the product page. Please note that these items ship separately, which is why the rug and rug pad arrived at different times. We hope you are happy with your purchase and encourage you to reach out to ********************************** if you have any further questions.

  Customer Answer

  Date: 01/15/2025

   
  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

  Date:10/10/2024

  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.

  The order was placed at the end of September (2024) and we immediately wanted to cancel once we saw the very high shipping cost and no way to speak to a sales associate. We have left several voice mails and never received a call back. We have sent emails and received no response other than the automated ************ appears that this company has a history of poor customer service.We need the order cancelled and our card refunded for the full amount.

  Business Response

  Date: 10/11/2024

  Hi Michael or Jill,
  
  We appreciate your contact. It's important to note that our support services are currently limited to non-telephonic channels, a detail that is provided upon calling our inquiry number. Nonetheless, it has been observed that our team addressed and responded to your email correspondence expeditiously on the day of your inquiry. Please be assured that your order cancellation and the associated refund have been processed effectively. Your patience and comprehension in this matter are highly valued.
  

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22400346, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jill Sheehan

• Initial Complaint

  Date:09/16/2024

  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.

  I ordered the newbery platform king size bed along with a sideboard (through a trade member) on Nov 16, 2023. Order number #******. I took delivery of the bed on April 4, 2024. The apartment had been renovated so I did not move in and start sleeping on the bed until mid May. It wasnt until August that I realized the slats on the platform must be defective since they slide off the frame and therefore my mattress sinks down with it.The trade ***************** reached out by email to them in August since they wont respond to customers directly. We supplied a photo of the defective bed, emailed again last week (sept 11) to the attention of "prince" and still no response. The lack of communication and contact with customer service is non existent! I would like the bed repaired so I can sleep comfortably without sinking on the sides

  Business Response

  Date: 09/18/2024

  Hi Rick,
  Thank you for reaching out, and we apologize for the trouble you're experiencing with your bed. We understand how frustrating this has been for you.
  Our agent, Prince, is actively working on your case and provided an update just yesterday. A replacement set of slats is scheduled to leave with a shipment by the end of this week, and he will send you the tracking information once it's on its way.
  
  As for your Newbery Platform Bed (Order 725340), it's estimated to ship by October 13. If you have any further questions, please don’t hesitate to reach out to Prince directly—he's committed to getting this resolved as quickly as possible.
  We appreciate your patience and are doing everything we can to ensure this is resolved for you soon.

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22292247
  
  I am rejecting this response because: My complaint is regarding order#602854. I assume there has been an issue with the slats on this Newbery Platform bed if you're confident that sending replacement slats will solve the problem. The slats should fit a king size bed. Where are you sending the replacement slats that would be ~7 feet long? Can I assume you will arrange to remove the old slats, check the length to ensure the new slats are longer and then install the new slats? I believe the delivery was originally scheduled with Metropolitan-is that who will be contacting me to arrange the timing of this replacement?
  
  Sincerely,
  
  Lisa Shalov

  Business Response

  Date: 09/25/2024

  Hi Rick,
  

  Thank you for your response and for bringing up these important points. You are correct—our team is working to address both issues you're facing with the Newbery Platform Bed. Our agents are actively working on this, and we will provide further details as soon as they become available. Rest assured, we will pass along your feedback to the agent handling this case to ensure everything is thoroughly addressed, including the specifics regarding the slats.
  We greatly appreciate your patience during this process and will be in touch with updates soon.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22292247
  
  I am rejecting this response because:I will close out the case when my problem is resolved

  
  Sincerely,
  
  Lisa Shalov

  Business Response

  Date: 10/02/2024

  Hi,
  We’re glad to hear that the replacement slats for your king Newbery Platform Bed were delivered and assembled smoothly by Metropolitan on 10/1. Thank you for your patience throughout this process.
  If you have any further questions, feel free to reach out to us at [email protected].

  Customer Answer

  Date: 10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22292247, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lisa Shalov

• Initial Complaint

  Date:08/15/2024

  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.

  I was looking at a dining room table on **** and Georgia website. I wanted to know what the exact cost would be including shipping and taxes so I added it to my cart and proceeded and it automatically charged my card and placed my order! This was an accidental purchase and I immediately emailed, sent a message via Instagram and called the non existent customer service number and no one got back to me for days. Then once they did the tell me its already been loaded on vehicle which makes no sense because the shipping time frame said it would ship in 2-3 weeks. If they had a legitimate way to contact them it would have been resolved. They no tell me they are going to charge me a 15% restocking fee when it hasnt even shipped yet!!!!! I had to open a case with my credit card. This is absolutely nuts! I have definitely been scammed.

  Business Response

  Date: 08/15/2024

  Hello, thank you for your feedback. We are so sorry to hear that you did not intend to order the table. After investigating, it appears that our team was able to make a one time exception, and offer to cancel the table while it is in transit. While this is not something we typically accommodate, our team is willing to honor this cancellation due to your special circumstances with a 10% reduced restocking fee. This fee is unfortunately, something that we are unable to work around since the table is already in possession of our third party freight carrier. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22136607
  
  I am rejecting this response because: the delivery people just called me today wanting to schedule delivery and said they had not heard of the company cancelling this for me!!! This is a straight up lie and a scam!!! I just want my money back 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/06/2024

  Hi *******,
  
  Thank you for following up with us. We see that our agent assisted you with the cancellation of order ****** and issued the cancellation with a 10% restocking fee on 8/20, which you agreed to. It appears that during the time the agent processed your refund, you had already filed a dispute with your credit card company, which is why the refund did not go through. Our agent did advise that issuing a chargeback will delay your refund.
  
  Should you decide to pursue a chargeback through your credit card provider, we respect your choice. Please note that during such disputes, our ability to offer assistance will be on hold until the matter is settled with your bank, which might extend up to 120 days.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.

• Initial Complaint

  Date:08/08/2024

  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.

  We purchased the ******** Platform Bed from Lulu & Georgia on June 18 for $2325.67 including tax and shipping. The listing advertised a 3-5 week production time * then a shipping date. I reached out for an update around the 4 week **** * **** told me to wait the full 5 weeks. I reached out again at 5 weeks and **** apologized and said the order would be delayed. At the 6 week **** I emailed again * **** refunded half of the shipping fee. They also told me that the item is STILL out of stock and has not even been created yet, but **** assured me it would ship by early August. It is August 8 and I have heard no update. I request a firm ship date and an elevated refund. This is incredibly frustrating as we were more than willing to wait for their production window - **** will never update you unless you complain. We should have purchased from a more reliable retailer.

  Business Response

  Date: 08/12/2024

  Hello, thank you for reaching out and sharing your experience with us. We genuinely understand how frustrating this situation has been for you. We're so sorry to hear about the continued delays with your order. We sincerely appreciate your patience and are truly disappointed that our service did not meet your expectations. Our Customer Experience team has escalated these issues to the appropriate departments and provided an updated ship date. Additionally, we offered a discount code good toward your next purchase for the inconvenience caused. If there's anything more we can do to assist you, please don't hesitate to let us know.

• Initial Complaint

  Date:07/31/2024

  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 purchased a wool rug from **** *** Georgia in 2021. This rug was advertised as hand loomed and heirloom quality. This morning I see the wool is coming off in chunks and the rug is in fact glued and not loomed. The glue is deteriorating and the rug is falling apart. This is not as advertised at all. I want a refund or a replacement rug that actually matches the quality that **** and Georgia advertises.I have contacted the company and await a reply.

  Business Response

  Date: 08/02/2024

  Hello, Thank you for reaching out and sharing your experience with us. We're truly concerned to hear about the condition of the rug you purchased from us in 2021. Our Customer Experience team will be in touch with you shortly to discuss possible resolutions since this order is outside of our return and damage policies. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22071094
  
  I am rejecting this response because:

  The company's response was to provide me with a gift card for 50% of the cost of the rug. Meaning, they expect me to now spend more money with them in order to make the situation right. There is no guarantee a new rug purchased through them would be of the quality they advertise and it does not appear that they stand behind their products. After further inspecting the rug in question, I don't see how I would know how to identify that this rug was glued together and not loomed as advertised. This means that if I do purchase a new replacement rug with the discount provided, I won't have a way to quality check the rug upon receipt to ensure I am not stuck with the same problem. 

  I would only purchase a new rug with this company if they refunded me the full cost of the rug which they falsely advertised and asked that I have faith in them to make a future purchase with their company rather than forcing me to spend more with them in order to receive any compensation. 

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

  Business Response

  Date: 08/20/2024

  Hi ******,
  
  We're truly sorry to hear about your dissatisfaction with the resolution offered. We understand your concerns about the quality of the rug you purchased. Please note that the resolution was determined based on the age of the item, which is over 3 years old. Due to this, we were only able to accommodate a partial refund in store credit.
  
  We understand your concerns about the quality of future purchases. We're more than happy to share feedback we've received on our rugs and provide care instructions to ensure your new rug is well maintained. Our store credits do not expire, and we have a variety of rugs made from different materials that might interest you.
  
  Please remember that you're more than welcome to inspect any items within 48 hours of receipt if you have any concerns. We appreciate your patience and understanding in this matter, and we look forward to assisting you with your new purchase soon.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair 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 purchased an item from **** and Georgia and returned it a month ago. I have yet to receive confirmation of the return or a refund. The company does not provide a live customer support option. I have emailed them several times and left a message on a voicemail but still no response. I order from many online retailers and have never had this experience.

  Business Response

  Date: 06/20/2024

  Hi ******,
  
  We sincerely appreciate your patience and understand the frustration caused by the delay. It appears that the refund was not initiated on our end due to the use of an incorrect label. Thankfully, this issue has now been resolved. If you have any further questions or concerns, please feel free to reach out to us at ********************************** or via our live chat, available Monday to Friday, PST.
  
  Thank you for your understanding.

  Customer Answer

  Date: 06/21/2024

   
  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

  Date:06/20/2024

  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 returned an item that **** and Georgia received back on May 13th. I have not received a refund. I did place a dispute with credit card and **** said they didnt get item back. I have the tracking information that they got it back on May 13th. They wont respond on instagram or email. There is no customer service number.

  Business Response

  Date: 06/20/2024

  Hi ****,
  
  We understand how frustrating this must be. Once a chargeback is initiated, we have to wait for the investigation to conclude, which can take some time. Even though you've removed the dispute, the process to release the funds can still take up to 75 days due to coordination between our payment processor and your bank.
  
  We know this situation is inconvenient, and we appreciate your patience as we navigate these necessary steps. Unfortunately, we cannot expedite this process. Thank you for your understanding.