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:02/07/2024

  Type:Customer Service 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 bought an entertainment center online from Vintage Mill Werks. We picked it up on Thursday, January 4th, 2024. We put the bottom cabinets together first and they looked good. A few days later, we unwrapped the top bookshelves/bridge/tv stand and assembled them on top of the bottom cabinets. We noticed that there was a difference in the paint color from the top shelves and bottom cabinets. The top shelves were a bright white and the bottom cabinets are an off-white color. Though they are both shades of white, they are noticeably different when assembled. We asked if they could give us a discount so that we could fix the paint and not have to deal with sending the whole thing back to be re-painted (taking off work, etc). They did not want to issue a discount. They sent their main painter (****) out who confirmed the paint issue and said he couldn't fix paint at our home and needed to have it shipped back to the shop to sand, re-paint, and re-finish (he needed special equipment to do this). We reluctantly agreed and the movers came to pick up all the pieces on January 16, 2024. We received an email from ****** at Vintage the next day saying they received the furniture and there was no difference in color. She said they would only re-lacquer the pieces. I said it needed to be re-painted as promised in order to fix the problem. On January 18, 2024, ****** at Vintage sent an email stating that they were going to re-paint everything, but when the movers re-delivered the furniture on February 3, 2024, it was the exact same color. They had not re-painted at all, so we are now back at square one with mis-matched furniture and would like to have this re-painted the same color. We are requesting a reasonable amount to do this as it will require re-sanding, re-painting, and re-lacquering. Vintage was supposed to do this when they took the furniture back, but failed to do so. This unit when assembled is about 10 feet long and a little over 7 feet tall. Please see photos.

  Business Response

  Date: 02/20/2024

  Good morning, regarding customer ************************* and our ********** Wall, Customer order the unit in our Glacier White finish and upon completion customer picked up their order. In approximately a weeks' time we received an email stating the finish was off. We pulled up our QC documentation and photographs and sent her images of the pieces prior to the order being picked up. She stated that she wanted a partial refund, and she would handle it. After numerous back and forth and explaining that our policies were to refinish ourselves, she insisted that they did not want to break down the unit and have it moved out of their home. At that point we made an appointment to inspect the unit in their home. **** our production Manager drove to their home and met with the owners and upon inspection found no difference in finish tone, but rather a poorly lit room with grey floors that was causing some refection on the lower units. Not satisfied we then explained that we would not give a partial refund. In an attempt to provide great customer service, we would have the units picked up and we would refinish. Once we had completed refinished the pieces, we took pictures showing the newly refinished unit [ see attached ] and asked her for her feedback and approval. Upon approval by customer, we had the unit picked up and redelivered with instructions to inspect the pieces before entering the home so there would be no confusion in regard to the lighting in that specific room. Again, several days past and customer said finish was off and wanted a partial credit and she would handle the problem herself. 

  Sincerely,

  **** Block

  Customer Answer

  Date: 02/23/2024

   I am rejecting this response because: the business owner is not stating the truth. As soon as we assembled the top of the unit (a few days after we assembled bottom cabinets), we let them know immediately about the color difference. I asked if they would give a discount so we could fix this at home (we did not want to unpack bottom cabinets and disassemble), but they insisted that they needed to fix it at the shop. I provided photos that clearly show the color issue. The painter (****) did come out once and he did admit that the color of the top unit was different than the bottom unit (otherwise, why would he say that he needed to take it back to fix it?). Shortly after his visit, the unit was picked up.

  I got an email from ****** at the company saying there was no color difference and they would only re-finish (and not re-paint as **** had promised me at our home). I wrote back immediately and let her know that there absolutely was a difference and we would like to have it re-painted. They then stated that they would re-paint it (I have email proof of this), but instead, pretended to re-paint it and sent it back the same color. Again, we let them know immediately after assembling the top unit, that the color was not corrected.

  Now **** (the *******) is stating that he didn't admit the color difference in our home and is blaming our lighting. In fact, now the owner is also blaming our lighting without ever having set foot in our home. They did take pictures at their shop, but not with the furniture assembled. With white paint, it is necessary to assemble the different pieces in order to see that they are two very different shades of white. The company has been deceitful as they promised to re-paint the furniture and did not do so, but pretended that they did. If they would have kept their word, this problem would have already been fixed. I am happy to provide the email as proof. 
  
  

  
  

• Initial Complaint

  Date:08/25/2023

  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 ordered and received a piece of furniture from this company in November of 2022. It cost around $2500. The finish on the hutch was so inconsistent that it appears to be two different colors. After numerous phone calls and emails they finally agreed to send a new hutch, but this was even worse than the first one. I asked for them to at least send me some of the paints and other coatings used so I could attempt to repair this very poor finish work. They even refused to do that.

  Business Response

  Date: 09/14/2023

  **************,

  Hello, this customer, ****** ordered a sideboard and hutch from ** and once received she was unhappy with the piece. We asked her for several pictures of her actual hutch/sideboard so we could see what she was complaining about, and we could better understand her issues. Upon receipt of the images, we discussed and explained via numerous phone calls and emails that she ordered a "Weathered" finish which is our standard distressed finish with rub-through and that by all accounts was a beautiful example of what we make. She demanded and was very insistent that we credit her 50% of the purchase price. We explained that isn't part of our "Stated Policies" and in trying to make a volatile customer happy we agreed at our cost to make her a new Hutch and Sideboard and incur the cost to ship across country. The shipping company after several weeks of attempting to schedule her new delivery were meant with a rude and nasty reception and she yelled at the delivery team to "Take It Back" We have attempted to again explain that that this is our style and design, as we handmake rustic distressed farmhouse style furniture and this is what we do. In the reality we have now made a second sideboard and hutch and have incurred not only the cost of the actual piece but the cross-country shipping and now storage of the piece in an east coast shipping company's warehouse. Additionally, we did send her Paint as she demanded. If I can provide any additional information, please let me know. I have also attached pieces from of sideboard and hutches as examples of what are designs and finishes represent, and her order is copied below. Thank you.

  Sincerely,

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

   

  Paid on August 1, 2022 @ 2:22 pm. Customer IP: 104.228.225.80

  ***************************
  1848 East Main Street
  Unit #***
  Center ******, ** 03813Bodie Outpost Hutch/Sideboard
  Variation ID: 2493
  top-color: Weathered ********* Blue
  base-color: Weathered ********* Blue
  Sizes: Bodie/4/Drawer/ Door 70? x 19? x 36? (Open Hutch 70? x 14? x 60?)
  Sideboard Door ***************** Panel Doors $2,195.00  1 $2,195.00
  
  

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because: it is mostly not true. Following is an email chain to help you understand where the fault lies. Yes, I did receive some touch up paint in blue but what I need is the topcoat (which they refuse to send) because the whole hutch is mismatched due to irregular finishing. It begins at the bottom, unfortunately:

  
  
  
  
  
  
  
  
  
  
  
  Once again, I am asking you to make good on the unfinished hutch that you shipped to us. We paid full price.
  
  I expect a replacement or money back. I will appreciate hearing from you in a timely manner.
  
  
  On Wed, Mar 15, 2023 at 6:10?PM ********************* <*******************************> wrote:
  
  I do not want to use the product to  "to add additional protection/coating" - I want the vertical boards on the back of the hutch to match the ones on the side.
  
  Do you understand that there was no product applied over the blue paint in these areas and they look like a different color?
  
  ********************* <*******************************> Wed, Jun 28, 10:07?AM
  
  
  
  
  to Vintage, me
  We do not use top coats here.  Only a sealer which is in 10 gallon drums to be used out of a sprayer.  This is nothing we can just ship.  The only other product we recommend, if you want to add additional protection/coating to your furniture would be a satin wipe on polyurethane by Minwax.  You can get this at any local ********** or Lowes.
  
  On Tue, Mar 14, 2023 at 4:37?AM ********************* <*******************************> wrote:
  ****,
   We chose to buy from your company and be supportive of small businesses. I understand that the pieces are individually made and may contain variations.
  Are you saying it is acceptable to send out a piece that is not consistently painted/finished so that it doesn't even match itself?
  ?
  ?
  I at least need you to supply me with the topcoat so I can try to fix this.?
  
  
  ---------- Forwarded message ---------
  From: Vintage Mill Werks <*******************************>
  Date: Mon, Mar 13, 2023 at 11:48?PM
  Subject: Re: Bodie [Order #*****] (August 1, 2022)
  To: ********************* <*******************************>
  
  
  Thank you for the update. Although our policies are pretty clear and we have actually gone over and beyond. Possibly your mistake was buying actual custom furniture that is made one at a time where each piece is unique and each piece is random. Mass produced furniture from ***** that you can buy at ******* might have been your preference as you could have seen the exact finish that was repeated on thousands of the same pieces in some cheap paper veneer. Your choice but this is where this transaction ends!
  *******************;
  
  On Mon, Mar 13, 2023 at 1:52?PM ********************* <*******************************> wrote:
  Both of the hutches did not have consistent painting done to each of the components. Some of the parts are clear blue and some have a topcoat that gives them a more yellowish color.
  ?
  We would like to have a hutch that matches the base and is all the same color.
  
  We do not want to have to remove all of our china and pottery from the hutch again, disconnect the safety strapping from the wall, and miss more time from work waiting for deliveries.
  
  We have paid full price and we expect to receive a hutch that is completed correctly. I would like to communicate with someone there who can help us with this situation.
  
  
  On Mon, Mar 13, 2023 at 4:43?PM Vintage Mill Werks <*******************************> wrote:
  All of our pieces receive a final coat of sealer which is sprayed on by the painter using a professional sprayer.  There was sealer applied to your entire piece including the case backs which I checked personally as you said it had not been done on the other piece.  We do not spray just a few spots of a piece and leave the rest undone.  Even the parts of the hutch that are weathered have been sprayed.  The only part of the hutch that does not receive a sealer is the casebacks on the very back that goes against the wall. That is our common practice and the way it is done here.
  
  
  On Mon, Mar 13, 2023 at 1:28?PM ********************* <*******************************> wrote:
  ******,
  
  I am using the word "glaze" to describe the topcoat that is added on after the main color, in this case blue. Maybe you say topcoat, distressing, antiquing, aging, weathering?
  I don't know your terminology. But whatever it is, we would like to have it applied to all of the components of the hutch, not just some of them.
  
  *********************
  
  On Mon, Mar 13, 2023 at 1:01?PM Vintage Mill Werks <*******************************> wrote:
  Hi ***,
  I have reached out to the shipping company for photos.  I inspected this hutch myself and there was nothing wrong with it.  I am confused by you using the term "glaze" as we do not do any glazing at this facility.  Can you please elaborate on this?
  ******
   
  
  On ******** 11, 2023 at 9:52?AM Vintage Mill Werks <*******************************> wrote:
  Thank you for the clarification. I'll have ******* contact them monday morning and have the photos forwarded to us
  
  On ******** 11, 2023 at 9:13?AM ********************* <*******************************> wrote:
  All photos were taken by the trucking company to document all of the inconsistencies in the glaze. When it is returned, you will see where all the problems are.
  
  On ******** 11, 2023 at 10:50?AM Vintage Mill Werks <*******************************> wrote:
  Morning ***, Something doesn't sound right could you Please send some pics. And you are absolutely correct as we wouldn't ship a piece intentionally that was right.  Monday morning when the shop resumes I can have QC pull the file and photos
  
  On ******** 11, 2023 at 8:42?AM ********************* <*******************************> wrote:
  ******,
  
  Our hutch was to be delivered yesterday. When it arrived, it had even more of the glaze coat missing, including the entire crown. We are very disappointed and amazed that you folks would go to the trouble of shipping a piece of furniture without checking that it is complete.
  
  My husband called yesterday and left a message.
  
  Please advise.
  
  *********************
  
  On Sun, Jan 15, 2023 at 9:48?AM Vintage Mill Werks <*******************************> wrote:
  Thank you for the confirmation ***..
  Have a wonderful Sunday
  
  
  On Sat, Jan 7, 2023 at 11:16 AM ********************* <*******************************> wrote:
  ******,
  
  This will be satisfactory to us. Upon further inspection of the roller catches, I realize that all of them are wonky so don't bother sending any. I will replace them with a catch that doesn't need to be manually adjusted every time the door is opened.
  
  I do need a very small amount of the blue paint to make this ***** blend in better. I realize that you are not able to provide the topcoat/glazing product.
  ?
  
  I will look forward to hearing back from you in about 3 weeks regarding delivery.
  
  Thank you,
  
  *********************
  
  
  On Thu, Jan 5, 2023 at 5:26 PM Vintage Mill Werks <*******************************> wrote:
  Hi ***,
  Thank you for the reply.  I got the approval to make you a new top hutch piece.  Unfortunately we cannot bring the other hutch top back so you can give it away when your new one arrives.  I will inspect to make sure the case backs are weathered for you.
  Is it the roller catches that hold the door into the cabinet frame that you are needing?  I didn't hear you mention that when we were talking but I can certainly send those along with the paint. Just let me know.
  This will take 2-3 weeks for production and then we will ship out.
  Thank you
  ******
  
  
  On Thu, Jan 5, 2023 at 1:59 PM ********************* <*******************************> wrote:
  ******,
  
  Thank you for getting back to me and providing us with the option of return and repair. I'm sorry that the hutch cannot be repaired in the field.
  
  We have already waited since the end of November for a reply of any kind and with re-shipping now would be looking at 6 - 8 weeks + without the hutch. This, combined with the fact that my confidence level in getting this piece back in acceptable condition, makes this an unsuitable option for us.
  
  I would like you to send us a new hutch. When it arrives, the defective hutch can be shipped back to you. I will also need 2 latches to replace the broken ones in the sideboard and blue paint to repair those flaws from shipping and manufacturing.
  
  We paid full price for this furniture and expect to have this situation made right.
  
  Thank you for your prompt attention to this matter.
  
  *********************
  
  On Wed, Jan 4, 2023 at 4:45 PM Vintage Mill Werks <*******************************> wrote:
  Hi ***,
  It was nice speaking with you today.  I am sorry I didn't have a chance to call back as I am running out to a Dr. *********** But I spoke with other management and unfortunately they don't feel there is a way to fix the issues in the field.  We use a special process of oxidation on the weathering that just can't be duplicated off site.  We also have custom sealer and lacquer we use that you cannot buy anywhere nor can we ship it. If you are ok with it, I would like to have it picked up by the freight company (just the hutch) and have it returned to us to be refinished.  With Sun Delivery this is not a fast process but I can have my assistant watch and baby it back to us as quickly as possible. Once we have it here I can get it turned around in a week and re-shipped.
  Let me know your thoughts on this so I can get a pick up ordered ****.
  Thank you and my apologies for the long delay in getting back to you.
  ******
  
  On Fri, Dec 9, 2022 at 8:47 AM Vintage Mill Werks <*******************************> wrote:
  Good morning Ly,
  I've just sent an email to management letting them know you're still waiting to hear back regarding your concerns.
  
  Thank you for your patience,
  ****
  
  On Fri, Dec 9, 2022 at 4:08 AM ********************* <*******************************> wrote:
  We are still waiting for a response from you regarding this situation.
  
  On Mon, Dec 5, 2022 at 5:42 PM ********************* <*******************************> wrote:
  thank you
  
  On Mon, Dec 5, 2022 at 2:25 PM Vintage Mill Werks <*******************************> wrote:
  Hi ***,
  I've forwarded your email to management detailing the issues you have along with the picture over to review.
  
  Thank you,
  ****
  
  On Sun, Dec 4, 2022 at 4:35 PM ********************* <*******************************> wrote:
  It is not the hinges, but the latches on the inside of the doors that are broken and do not keep the doors closed.
  
  All of the vertical boards at the back of the hutch were not finished the same as the rest of the furniture, so they look like a different color. They are missing the topcoat/antiquing finish.
  ?
  
  
  Your website and its search function is very poor. It was our mistake that we thought "Bodie" referred to the piece we wanted. It was also our mistake that we thought we were dealing with an upstanding company who was proud of its product and would stand behind it. We were clearly very much mistaken and can only hope to mitigate the damages.
  
  On Sun, Dec 4, 2022 at 9:35 AM Vintage Mill Werks <*******************************> wrote:
  Good morning ****,
  
  I will speak to management regarding not receiving a phone call back and your other concerns.
  Can you please send pictures of the hinges? Also, are you referring to the exterior backing or the interior case with the shelves?
  The last thing we want is for a customer to be disappointed. We do everything we can to make sure we give accurate answers. The Bodie and Bodie Outpost have different dimensions and even list what the shelf clearances are. When you had asked on the interior drawers dimensions you had referenced the Bodie and the order number.
  
  Sincerely
  ******
  
  On Sun, Dec 4, 2022 at 6:16 AM ********************* <*******************************> wrote:
  It is unfortunate that no one at your company has returned my phone calls.
  
  When our delivery arrived, I saw damages and called immediately. No one on your end answered, as has been the case the other times I have called.
  
  This damage needs filling and touch up paint so I can repair it-
  ?
  
  The boards on the back of the hutch were not glazed as the rest of the wood was and so it does not match. I need you to send me the proper topcoat.
  ?
  
  2 of the 4 door latches are broken.
  
  Before ordering I asked specifically for the inside measurements of the drawers to accommodate electronic devices.
  I was told they are: 5"H x 14 3/4" W x 13 1/4" D
  They actually measure: 4 3/8" x 12 7/8" W x 13 1/8" D
  The measurements I was given are not even close, and the drawers don't work for what I want to use them for.
  
  We specifically wanted a high clearance to accommodate our coffee machine so my husband inquired about it. This picture on your website shows the proportions of what we thought we were ordering. The proportions that are shown below do not match the furniture that was sent to us.
  ?
  
  
  We ordered from you because we want to support independent, small, and family businesses whenever we can. For that reason, we did not refuse the shipment and expected that you would work with us on making it right. This represents a major purchase for us and for a piece of furniture that we expect to have for the rest of our lives.
  
  We will appreciate your response.
  
  
  
  
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchase a custom made kitchen island from them, and asked if they could make it a bathroom vanity. They said yes. I told them I was worried about the water, they said I could pay extra to have additional **** added to it to make it more durable. After about 5 weeks of use of the bathroom vanity, the entire top of it is ruined because they didnt put poly on it and now it needs to be removed, sanded, stained and actually polyed. They lied and they charged me extra. It looks horrible and is basically ruined after a few short weeks I want 50% refund OR pay to have this one taken back and send us a new one

• Initial Complaint

  Date:06/15/2022

  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.

  Horrible customer service, I wish I could go back to December 2021 and cancel my order. That is how long I have been dealing with this company! Countless emails, phone calls and frustration. I ordered a “custom” kitchen island, the only thing different from their website description was the dimensions, so not sure how custom that is, but it makes the difference if you are trying to get your money back. Over the long process of waiting for my order, it finally arrived, damaged by the shipper, but more importantly the butcher block tabletop was bowed, it was not flat, so if you put a level on top, it would rock up and down. The drawers are built with slats of wood on the base of each drawer, you can see through the slits between the wood, and see your hands if you hold them underneath the drawers, you can move them from side to side. These wood slats will surely shrink over time, making the slits even greater. They replied this is how they build their drawers and most furniture is built this way. Thankfully I don’t have any furniture built this way. The island height ranges from 35 ¼” to 36 ¾” on either end. The company recognized their mistake with the bowed out butcher block, but would build the drawers the same way. They said they would replace the island and would deliver it to me shortly. Still over 2 months later, no island. They stated they were having difficulty finding a shipping company and when I said that’s fine, I would like a refund to buy an island elsewhere, they refused stating it was a custom order. They finished with they normally wouldn’t deliver to my area, yet had no problem taking my money initially knowing where I live, and delivering the original island. Again, I told them it is fine if they don’t deliver it, I just want my money back. A respectable company that takes pride in their work and customer service would apologize for the poor craftsmanship and return the customers money. I have been waiting since 2021!

  Business Response

  Date: 07/05/2022

  To Whom it may concern, 

  We are replying to the complaint #******** from ******* ***** against Vintage Mill Werks.

  ******* ***** placed her completely "custom" kitchen island order with us on Dec. 27th 2021 at which time we had lengthy lead times due to being a small business navigating through Covid. Each order we make is handmade by a small handful of fine craftsmen, Our policies are stated on the website about purchasing a custom handmade piece of furniture. We are a "vintage" handmade furniture shop. 

  ********* island was finally shipped on March 21st, 2022. It shipped with a company called Sun Delivery/American West. At no time during this process did she mention she lived on a very narrow street up in the mountains in ******* **. Being a small shop we do not have the ability to research every single order on what their location and surroundings are. The shipping company arrived with her shipment and they could not even get down her street. She had to pay some workers that were at her home working on her house, to help the trucking company offload and place in her home. 

  Now on to the island itself. Unfortunately, there seemed to be a design flaw in the overhang of the huge butcher block top along with a few other issues that ******* did not like. For example, the inside of the drawer bottoms. We took responsibility for the issues and per our policies, made her a new island and took into regards her other requests (even though they were against our design build standards). We spoke many times with ******* over the phone regarding the shipping of the new island since it was an issue with the original shipping company. The shipping manager worked diligently with another freight broker and gave them all the information needed to make the right decision to make this new delivery flawless. Including the fact that she had a very narrow street and that a small truck would be needed. Not until the new delivery company, Metropolitan, had this in their possession, did they tell us they could in no way accommodate this delivery. We went back to the freight broker this was booked through and the search started for an alternative way to get this to the customer. Unfortunately, by then ********* patience was wearing thin. And rightfully so. We were doing everything in our power to get this 2rld island to its new home. She kept telling us to quit wasting our money and just refund her. What she didn't want to understand was the fact that now we had over $4800 in "custom" product sitting out there. One in her home and one at a delivery company. These are custom islands that we could not resale and they would have been destroyed. 

  Moving forward, the freight broker finally found someone to pick this up from Metropolitan and deliver the new island to her and pick up the old one out of her kitchen. Freight Club the broker agreed to absorb the extra shipping fees since Metropolitan decided they could not deliver it. Not once did we ever stop trying to get ******* her island. 

  On June 22', 2022, ******* received her island and the old one was retrieved from her home. We accept that as a resolution at this time. Attached you will find the signed delivery receipts. 

  
  Thank you