ComplaintsforSundial Home Products, LLC

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered two stools from Sundial. I ordered the first and then thought a pair would be nice ordered a second. The first arrived and it was not as described. It was described as leather but it is actually a cheap leather looking fabric. You can see that on the fabric contents on the bottom of the stool. I quickly contacted them to cancel the next one and return this one but I have no been able to get any response or to talk to anyone. I opened claim tickets on the orders and they said they canceled the one order but now it says its shipping. Its so terrible. I tried to open another claim since no one answers their phones but it wont let me because of the previous claim. So Im out $424 with one cheap stool and possibly one on the way?!? Horrible horrible company. I have spent so much time on this as well. Lost time is lost money too. Attached is the image of the fabric contents that show it is not leather. The confirmation they canceled second and then the screen shot of it actually being sent and the first order. What a mess they should not be in business.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered the merchandise on January 10, 2024 and called on January 17, 2024 to cancel the order as it was showing on my account with ******************** as pending. The customer service representative told me I couldn't cancel, because the order was packed and ready to ship, and I would be contacted soon by the delivery service to make arrangements for delivery. Since my attempt to cancel the order was past the period allowed by Sundial, I accepted the customer service representative's explanation, although he never mentioned it in our conversation. That very day, my credit card was charged $1588.68 for the merchandise and the order was upgraded to "preparing to ship." As of 02/06/2024, the order is still showing as "preparing to ship," and therefore, has not been delivered. The invoice number is *****. The invoice itself is deceiving as it shows today's date (02/06/2024) as the invoice date, and the pricing makes no sense. The following information is what is on the invoice:Invoice Date. February 6, 2024 Items Subtotal: $830.00 Discount: $641.00 Shipping: Free Tax $117.68 Total: $1,588.68 The item was listed on their website at a price of $1471.00 which is the total of the "items subtotal" and "discount" amounts listed on the invoice. This makes no sense.So, Sundial has my money, and I have nothing. I have filed a dispute with my credit card company as well as this complaint with the BBB.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order date 11-29-2023 Purchase price including tax:$374.49 I ordered a mantel for my parents Christmas gift. I ordered it in the color Dune. When the package was delivered I believe on 12-6-2023, the box was labeled Dune, however when we opened it, the mantel inside was black. According to their website the dune color is a light *****, tan color. I began reaching out to the company to let them know what had occurred thinking this would be such an easy correction. I was very wrong. I called the number associated with the company multiple times within the normal business hours and there was no answer. Finally I did get a representative and I told him my problem and he said to send pictures and gave me an email address. I did this and received a response the same day on 12-18-23 from *******************************, returns representative. His statement was what can I do for you. I had already sent pictures, so at this time, I responded with a detailed explanation of what had happened. After this I heard nothing from them until 1-3-2024 but this was only due to me calling several more times. I was finally able to get someone on the phone and I demanded something be done about my problem. The person which I believe at first said his name was *******, told me I would be getting an email by the end of the day on 1-3-2024. Before we ended our conversation I asked for his name again and he said ******. Sure enough about an hour after I made the phone call I did get an email from ******************** saying they were sorry about the issue I was facing and that they were contacting the manufacturer and that I would hear from them by the end of last week. I still have not heard anything. If I cannot get the correct product within a reasonable time frame, I would like a full refund due to the fact that this is not the product that I ordered. I have never written a bad review for any company before, but this is ridiculous.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  These items were promised to be delivered to my warehouse via freight so that we could make sure they arrive during business hours and accommodate the two day time frame to file a return if delivered damaged. They used ***** instead of freight and the items were delivered when the warehouse was closed on a friday afternoon. I called for a week, left voicemails, and even used an online form they had to claim damaged. I finally heard back from someone via email promising to send parts and pay for the items to be fixed. Then the next person became very aggressive and refused to follow through with the promises. I have uploaded all supporting documentation that shows where they will ship via freight, the label that shows they shipped via ***** instead and the email from promising to make everything right. This company is impossible to get anyone on the phone and when you finally do speak to someone they become very agressive.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  7/31 a ceiling fan was ordered through Sun Dial Home Products. It was charged to our card the same day & supposedly shipped that day. The item was not received by 8/7 & we tried to contact the company via ****************** The numbers we had were no good & emails went unanswered. We were pretty sure this was a scam & filed a dispute with the credit card company 8/7. The credit card company gives the business 45 days to respond. In the meantime my husband received a call from someone with ******** & was told that they used a 3rd ************* had been some problems with shipments. He was told we didn't want to deal with them anymore & didn't want the product.9/22 *** attempted ************* refused. As far as we were concerned we were done with this. The credit card company issued us a credit shortly after we filed the dispute.We refused delivery due to the time frame & lack of communication from the vendor. ORIGINALLY ORDERED 7/31 & NOT DELIVERED UNTIL 9/22!! +We received a letter from our credit card company dated 9/12 stating that they had been informed by the merchant that no credit was due. We went back & forth with the credit card company several times receiving credits & recharges. Due to the fact that we refused delivery AFTER TWO MONTHS we were charged for an item we didn't accept.The paperwork the merchant sent to our credit card company justifying the charge was a joke. It looked like something a kindergartner scribbled on. One of the papers wasn't even part of our order. It had a different **************** card & the amount was for $970.19!!I called Sun Dial at a number our credit card company provided & spoke with a guy named **** about their refusal to cooperate with us getting the credit. WE DID NOT HAVE THE MERCHANDISE & WERE STILL BEING CHARGED. He was very nasty & said we didn't cancel the order & therefore it was a legit charge. He then said he didn't have time for this & hung up!******** to investigate this company!!

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had filed a previous complaint about this company and this is an update. I placed an order in July and the order was candellled within the timeframe window for a refund. I emailed and they told me that the order was not shipped yet and I told them to cancel it. They did not cancel it and still shipped it to me almost 2 months later. I tried to deny the delivery but they changed to requiring signature to not requiring signature and dropped it off in front of my house. I called and emailed to ship these items back to get my refund and no response. I paid $492 in shipping and returned these items back to them. They received them on 10/31/23 and to this date, I have not received a call or email about any refund. I dispute with the bank and as of 11/12/23, the merchant changed their return policy on their website but I do have screen shots of the previous return policy of when I made my purchase, so again, they are lying and changing policies during the investigation. So now, I dont have a merchandise and I also lost almost $2500 to this merchant. they have scammed me by not canceling when I requested to cancel and now they took their merchandise back and kept money back

  Business response

  11/14/2023

  Dear ************,

  Thank you for bringing your concerns to our attention, and we appreciate the opportunity to address them.

  We have thoroughly reviewed the details of your case, and we want to provide additional information regarding the order cancellation process.

  Upon reevaluation, it appears that the attempt to cancel your order was made outside the allowed timeframe as specified in our returns policy. We understand that circumstances may arise, and we regret any inconvenience this may have caused. Our cancellation policy is designed to facilitate timely cancellations, and unfortunately, due to the specific logistics involved in your case, it was not possible to halt the processing of your order once it was in transit.

  Furthermore, we would like to address the chargeback attempts you made with your credit card company. We acknowledge that you filed chargebacks on two separate occasions. Both instances were thoroughly reviewed by your credit card company, and in each case, they ruled against your claim, supporting our position. This underscores the validity of the transaction and the adherence to our policies.

  We also want to highlight that the products were delivered to you in perfect condition, as promised. Our commitment to delivering quality items is a top priority, and we are pleased that the products met your expectations in terms of quality and condition.

  We acknowledge your frustration, and we sincerely apologize for any confusion. It's important to us that our customers have a clear understanding of our policies, and we regret any inconvenience caused by this situation.
  
  Thank you for your understanding.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two vanities on 7/22/23 evening. On 7/23/23 I called to get an estimated delivery, no one answered and I left a detailed message. 7/24/23 called and spoke to someone, I was told the items wont be shipped until 7 days and I wont received them in additional 3-4 weeks. I request him to cancel my order. I went on the website and canceled it there. I even sent emails the same requesting the cancellations. I sent emails on 7/26/23, 7/27/23, and no response. I didnt hear Back and I never received the order and thought they received my requests and canceled the order. On 8/7/23 I received a message from a shipping company to schedule delivery because they needed my signature for delivery. I called back and explained to them that I no longer need the items and I have cancelled them. I also emailed the shipping company on 8/7/23 and 8/8/23 requesting then not to deliver anything to my house. On 9/11/23 I arrived home and the shipping company delivered the items. I called the merchant and sent numerous voicemails about setting up shipping to return their items and no answer or response. I sent 3 emails on 9/12, 9/13, and 9/14/23 to please pick up their items. Signature is required for delivery, when I denied to sign. They changed it to no signature required. They purposely ignored all calls and emails to cancel and disputed the charges. Please help, this company did fraud and have done everything to take $1900 from me. When I cancelled the order, they did everything to deliver and now ignoring all emails and calls.

  Business response

  11/09/2023

  We sincerely apologize for the inconvenience you've faced with your recent order of two vanities from our company. We appreciate your patience and understanding in sharing your concerns. We'd like to address your complaints step by step.

  First and foremost, your initial call date, 7/23/2023, falls on a Sunday. Please note that our company does not operate on Sundays, and our customer service team is not available for inquiries or requests on that day. We apologize if this caused any confusion.

  Regarding the estimated delivery date, we understand your frustration with the information provided. Our team strives to offer accurate estimates, and the **** business day timeframe for delivery of bulky items like vanities is a standard guideline for LTL shipments. We appreciate your understanding of the industry norms and challenges related to cross-country shipping. This item was ready for delivery within 10 days of order date. Under our policy, this delivery was well within the delivery period and delays in shipment (which are extremely rare) are not cause for cancellation especially when the order is already in transit.

  You mentioned that you called and requested to cancel your order on 7/24/23. Please be aware that our order processing is quite efficient, and orders are typically processed within 30 minutes of placement. Consequently, by the time you called, your order may have already been in transit. To facilitate the return process, we request that you contact our customer support team and obtain a Return Merchandise Authorization (RMA).

  Please contact our customer support team as soon as possible to request an RMA and schedule the return of the vanities. We regret any inconvenience you've faced, and we are dedicated to making this right.

  If you have any further questions or concerns, please feel free to reach out to us. We value your business and hope to address this issue to your satisfaction.

   

   

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a coffee table from this company, and they failed to meet the delivery timeline committed to. The table was delivered after the date the item was needed, and therefore it is no longer needed. They have a very clear return policy which I am well within. However, their website will not process claims and despite dozens of phone calls and an email every week for the past five weeks nobody will respond to me and arrange for the return. They are failing to execute on their published policies and are with holding my money from me.

  Business response

  11/09/2023

   

  We appreciate your feedback and apologize for any inconvenience you've experienced with your recent purchase. We understand your frustration regarding the delayed delivery of your coffee table.

  At Sundial Home, we strive to provide accurate delivery estimates; however, please note that delivery dates are considered estimates and are subject to change due to various factors such as unexpected supply chain delays and increased demand, which can occasionally result in unforeseen delivery delays. We regret any inconvenience this may have caused. Your order was delivered on August 25^th, about 3 weeks from your initial order date.

  Regarding your request for a return, we would like to clarify our return policy. Delays in delivery, as frustrating as they may be, are typically not considered grounds for order cancellation under our policy.

  That said, we value your satisfaction as a customer, and we are more than willing to assist you with your return request. To initiate the return process, kindly email us at **************************************. Our team will promptly guide you through the necessary steps to arrange for the return of the coffee table.

  If you have any further questions or concerns, please feel free to reach out to us via the provided email address, and we will be happy to assist you.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for dinning table online on 7/12/23 , I was informed that it had shipped on //20/23 ,by 8/7/23 I had not received it, so I called the number provided of which I was advised that the table had been left behind by the freight company. The man i spoke to told me that cancelling my order meant that they would retain 30% of the total cost . It was obvious that this was untrue, today is 7/17/23 and I have still not received the table.

  Business response

  11/09/2023

  We appreciate your communication regarding your purchase of a dining table, and we are sorry for the challenges you've faced with the delivery and communication process. We aim to address your concerns and provide clarity on the situation.

  Delivery Process: We understand that your order was placed on 7/12/23, and you were informed that it had shipped on 8/20/23. We had attempted delivery multiple times for 2 months to ensure that you receive the item you purchased.

  Rejection and Missing Item: It appears that the table was finally delivered as scheduled by the customer on 9/25 but it was rejected by the customer again on this delivery attempt. Customer claims that they had not received the merchandise however this is incorrect. We regret that the item was not accepted, and we have yet to receive it back. We have not charged you for extended storage fees or multiple delivery attempts. However, we would like to clarify that, as per our return policy, items that are rejected need to be authorized with a Return Material Authorization (RMA). This was not the case in this instance.

  To discuss your specific situation and find a satisfactory resolution, we kindly request that you reach out to our customer support team.

  Your feedback is valuable to us, and we are dedicated to ensuring your interactions with us are positive and constructive.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 27th I purchased a set of 2 chairs for $1101.46. They were supposed to be delivered July 11th. I got a call from the delivery company just before that and they said they could no longer deliver them until the 14th. That didn't work for me as I would be out of town until August 5. So the delivery company told me they would have to send them back and that I would need to contact Sundial for a refund. I have used their contact form on their website, I have sent emails, I have called. When I called they said to send an email to ************************************** and tell then what happened. I did. The last time I sent an email was more than a week ago and I still have heard NOTHING back. I have been trying to get this canceled and refunded for more than a month. I have received no chairs and no communication, but they sure charged my credit card $1101.46 June 27th.

  Business response

  11/09/2023

  We appreciate your communication regarding your recent purchase of two chairs and the challenges you've encountered with the delivery and refund process. We would like to address your concerns and provide clarity on the situation.

  Delivery Attempts: We regret any inconvenience you may have faced due to the extended delivery process. The chairs were scheduled for delivery as of July 11th, but it appears there were difficulties with the initial delivery date. We understand that you were not available for delivery until August 5. Our delivery team attempted to deliver the chairs three times as scheduled with the customer.

  Threatening Behavior: During the final delivery attempt, it was brought to our attention that there was a situation involving a threat to our driver. We take such matters seriously and are committed to ensuring the safety and well-being of our staff. We must emphasize that our drivers are dedicated to delivering goods as promised, and any threats or harassment are not acceptable.

  Delivery Charges and Storage Fees: We would like to clarify that we did not charge you for the three attempted deliveries or the storage fees associated with the extended delivery time.

  Return Material Authorization: As per our return policy, the rejection of a product without obtaining a Return Material Authorization (RMA) is classified as a "buyer's remorse" return. We kindly request that you review our return policy, and we would like to discuss how you would like to proceed with this matter.

  Resolution: We are committed to addressing your concerns and providing a satisfactory resolution. Please reach out to our customer service team to discuss the next steps and your preferences for proceeding with the order.

  Your feedback is valuable to us, and we are dedicated to ensuring your interactions with us are positive and constructive.

  Customer response

  11/13/2023

  Complaint: 20465623
  
  I am rejecting this response because:
  
  This is an absolute absurdity. I am having a hard time even knowing where to start.
  

  First and foremost, the statement that there was ANY kind of threat to the delivery driver is absolutely unfounded--a complete fabrication that has me bewildered. This absolutely, categorically did NOT happen. Utterly unfounded fiction.

  I ordered the 2 chairs to enjoy this summer on June 27th. The delivery date was supposed to be July 11th. The delivery company called the day before and said they would no longer be able to deliver on the 11th but their next available opening would be when I was out of town. I told them that would not work. I was to be away essentially until the end of August. With such a long time before being able to receive the chairs, it seemed pointless and a big hassle to wait so long. The delivery company said to call Sundial and cancel the order. Which I did call immediately after. Didn't reach anyone. Went to the website and reached out using the 'contact us' form. Didn't hear a thing after days. I used the email address on my order confirmation and sent a message describing the situation. Nothing. I responded again to that email and heard nothing back for another several days. Eventually I got an email response from the contact form, I believe, that said instead of sending it to the sales department, I needed to send it to the return department. So, I sent everything to that email they gave me. No response. I called again. Got no one. Called again a day or so later, got someone who seemed very friendly--I explained everything AGAIN, and they said, "no problem we'll take care of that for you." Then nothing. No confirmation or anything. No phone call, no email. Silence from Sundial. Like they packed up and hit the road.
  So then I start wondering if this is just a complete scam. I look them up on BBB and sure enough, major complaints. So I file my own complaint on I believe August 14th? I also shortly after told my credit card company that it appeared to be a scam. I sent them everything I had and all the unanswered correspondence. And the next thing you know...out of nowhere, on September 12 at around 8 pm, a delivery truck shows up at my house. I went out and asked what it was, and the driver said it was 2 chairs from Sundial. I told this driver what was going on. He told me he thought it was strange because normally they have to call in advance and leave it with an adult and get a signature, but that this time he had instructions directly from Sundial to just leave it at our door with no signature or anything. 
  

  I don't know how things work behind the scenes with the credit card company, but it looks to me as though they (Sundial) wanted to just dump the chairs off because they now needed to show them as delivered to not get charged back from the credit card company or something. I don't know how that all works, but it is ALL very fishy. And all the while NO communication or response from Sundial to me. Just out of the blue, more than 2 months later, trying to drop them off unannounced. So I told the driver I wanted to officially refuse the delivery. He gave me the delivery paper and I wrote a note on it and took a picture of it. I have attached it. The driver was a nice younger guy. He had a rough day with his truck breaking down. I was the last delivery after an extra long day for him and his partner. I felt sorry for him, we had a good conversation. We both acknowledged he had nothing to do with anything but was just doing his job. Every moment of the interaction was friendly and pleasant. Whatever "threat" Sundial is referring to is completely absurd.
  

  Another thing I want to address, is some strange date of them trying to deliver August 5th or something? What? That date comes out of nowhere to me as well. I heard NOTHING from Sundial except for the one late email telling me to use a different address to which I never heard anything else after repeated efforts by me.

  Complete nonsense or they have me totally confused with someone else. I have no desire to keep this matter going. It has already consumed far too much of my time and energies. They are no good.
  

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

  Business response

  11/14/2023

  Dear ************************,

  Thank you for providing a detailed account of your experience. We understand the concerns raised in your BBB complaint and want to offer a comprehensive response.

  Your request to cancel the order was made outside the stipulated cancellation period as outlined in our returns policy. Unfortunately, by the time the cancellation was requested, the items were already in transit, presenting logistical challenges to halt the delivery.

  Our records indicate that the delivery company made three separate attempts to deliver the items. Unfortunately, all three attempts were rejected by the customer. On the final attempt, our driver reported an incident, expressing concerns about feeling threatened during the delivery. The safety and well-being of our drivers are paramount, and we take such matters seriously.
  

  We are aware that you initiated a chargeback claim with your credit card company, and after a thorough review of the facts by your credit card company, they ruled your claim in our favor. We provided all necessary information to support our position during this process.
  

  We acknowledge that we fulfilled our contractual obligation to deliver the products you ordered and attempted to go above and beyond our contractual obligation by making three separate delivery attempts. We understand your frustrations and apologize for any inconvenience caused.

  We would like to highlight a key aspect of our return policy: it explicitly states that no material may be declined or returned without obtaining a Return Material Authorization (RMA). There appears to be a misunderstanding regarding the proper procedures for initiating a return. Adhering to the designated process, including contacting the correct department to handle your claim, is essential for a swift and efficient resolution. Details on how to initiate a return are included in your order confirmation email and are also outlined in our returns policy on our website. It appears that the established procedures were not followed, and instead, independent action was taken. It is crucial to adhere to the guidelines laid out in our returns policy to ensure a streamlined and effective resolution process.

  Due to your falsification of facts, we find it necessary to halt this conversation, as it is no longer productive and truthful. We value your business and aimed to provide a positive resolution to your concerns.
  

  Customer response

  11/15/2023

   
  Complaint: 20465623
  
  I am rejecting this response because:

  Once again, Sundial is the party falsifying statements. Everything I have said is accurate and true to the absolute best of my knowledge. If someone, ANYONE, from Sundial would have communicated with me AT ALL when I reached out so many times, they perhaps could have explained their policy or together we could have come up with a solution. But because I could never get ANY response, and all I got was complete darkness the many times I reached out, it looked like a complete fraud of a company and I filed my complaint and requested a refund from my credit card.

  1. Absolutely ZERO threat was made to anyone EVER. Bizarre!!

  2. I received a letter that said the credit card company ruled in MY favor and I have the funds back in my account to prove it. Interesting Sundial is saying the opposite?!

  3. Yes, this conversation is no good anymore because Sundial is falsifying statements. Absurd.

  Buyer beware!!!

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

*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. ↩