ComplaintsforSierra Living Concepts, Inc.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order #****** on 13-Mar-2024. I was originally told the order could take up to 6 weeks for delivery. Since that time I have called for a status and been given approximate delivery times every month to no avail. I spoke to them today and was told it is at the shipping docs on the East coast and has not been picked up from the trucking company. The last email I had received from them said it would arrive at the Los Angeles doc on August 19. This is the problem I have having their story changes every month. I want a full refund. I paid in full $7,774.15 for a dining room set. Every time I ask for a refund they give me a long story on how this is perfectly normal and I am the one with the problem.

  Business response

  09/02/2024

  Dear Customer,
  
  We sincerely apologize for the inconvenience caused by the delay in fulfilling your order. At Sierra Living Concepts, we take great pride in delivering high-quality, handcrafted furniture to our customers. Unfortunately, due to a combination of quality checks, inclement weather conditions in India, and unforeseen overseas transit issues, there was an unexpected delay in shipping your order. Our priority is always to ensure that our customers receive the best possible products, and in this case, we decided to hold your order during a period of high humidity to prevent any potential quality issues. We also expedited the shipment as soon as conditions allowed. Despite our best efforts, rare situations like this can occur, which is highly unusual for us. We appreciate your patience and understanding throughout this process. As per your request, we have already canceled your order and issued a full refund. The transaction record was also sent to you. We were under the impression that this resolution would lead to the removal of the BBB complaint, as you had offered. However, we note that the complaint remains active.
  
  We genuinely regret any inconvenience this delay has caused and wish you all the best. Please know that this experience does not reflect the level of service we aim to provide, as evidenced by the thousands of happy and satisfied customers we’ve had the pleasure of serving. Thank you for your understanding.
  
  Regards,
  Team@SierraLivingConcepts

  Customer response

  09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: They did in fact issue a credit to my bank and then three days later took it back out. These are very ingenuous people. They make up new scenario's every month on why I have not received my order. This last move of depositing the full refund back into my account only to take it back out after three days was so underhanded. I believe nothing they have to say at this point. I will settle for nothing other than a full refund of my money.  
  
  Sincerely,
  
  Cynthia S*****

  Business response

  09/05/2024

  Dear Customer,

  Good day to you.

  We are writing in response to the alleged charge after your refund was processed. We would like to assure you that our company does not have the authority to charge any customer without their consent. We have thoroughly reviewed our records, and there is no evidence of any additional charges being applied to your account after the refund was issued. As a gesture of transparency, I have attached the proof of the original transaction and refund for your reference.
  If, however, you have any proof of an additional charge from our side, please share the documentation so we can investigate further and provide any necessary clarification. We are committed to resolving this issue promptly and ensuring that your experience with us is a positive one.

  Regards,

  Team@SierraLivingConcepts

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not get the refund until September 4, that is when it appeared on my online banking statement. It has cleared my bank and I am very relieved I have my money back. As far as I am concerned I will never do business with Sierra Living Concepts, Inc. again and I hope that all future customer's can see how underhanded they are and choose to not do business with them. They have no integrity and contradicted themselves several times with excuses that made no sense. For example they sent me pictures of my dining room set being built, packaged, inspected and in the wood shipping container and said it was waiting on their dock for the trucking company to come pick it up and take it to the docks. A month later I was told the table and chairs were going to have to be manufactured all over again because they didn't pass inspection. Excuse me, you sent me pictures of the final work and of the crate sitting in their warehouse. Every month was a new lie with a guarantee I would see my dining set the next month and of course I never did receive it. They had my money in their bank for 6 months and I did not have a dining room set. From what I can tell they are going to get away with that and that makes me very angry. They should be held accountable for their actions so that they will not continue to do this to their customers. 
  Sincerely,
  
  Cynthia S*****

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  If I spend $1000 I get free shipping. On the website it says curb side delivery for free shipping and I have to dispose of "packing materials". However, after I place the order they take 2-extra months for the order and also try to deliver an overseas "shipping crate" to my house, instead of, "packing material" as expected. This is cheap, unacceptable, and very dishonest. They claim customer service is a high priority for them, but then they try to rip the customer off by delivering a massive "overseas shipping crate" that is misrepresented as "packing material".

  Business response

  04/08/2024

  Hello,

  Greetings!

  Thank you for bringing your concerns to our attention. We are sorry to hear about the customer's dissatisfaction with the packaging of their furniture order. For clarity, our furniture is handcrafted in ***** and ********* using exclusive solid wood, and is then shipped to the ***, which requires us to adhere to international packaging standards to ensure the safe arrival of the items. We strive to provide the best protection for our products during transit, which is why we use large pallets for shipping heavy, solid wood furniture.
  

  
  We understand that the customer may have expected simpler packaging, but we believe that using substandard materials or packaging would compromise the integrity of our rare and carefully crafted products. We take pride in the quality of our handcrafted furniture and strive to deliver it to our customers in pristine condition. We also want to clarify that we shared images of the item ordered before and after packaging to ensure that the customer is aware of how their furniture would be shipped. Additionally, our team made multiple attempts to explain the necessity of the packaging to you during our interactions, which ended ** with abuse from the customer.
  
  In an effort to address customer's concerns, we even provided an upgraded indoor delivery service at no additional charges. However, it seems this gesture was also not enough for the customer. We value the customer's feedback but a refund based on good quality packaging seems irrelevant demand from the customer. We are always looking for ways to improve our customer experience. If there is anything else we can do to address their concerns, please do not hesitate to contact us.
  
  Thank you for your understanding.
  
  Regards,
  Team@SierraLivingConcepts

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please view attached documentation.

  Business response

  07/10/2023

  Hello,

   

  Greetings from Sierra Living Concepts!

   

  The customer's order was delivered by our delivery partner *** Logistics. The furniture itself has no flaws, however, the delivery procedure was unfortunately not up to our and the customer's expectations. Taking full responsibility for the paid ******************** we have already requested **************** to issue a refund of $399 charged for this service to the customer via e-check. Now, it is not our company's policy to issue a full refund for the complete order and provide free furniture valued at $3600+, as the customer is demanding, due to a delivery scheduling error by our contracted carrier *** Logistics. ***'s National Account Executive, *********************** has called and left voice mails to the customer to talk and come to a conclusion for the damages and inconvenience caused at the time of delivery. We would request the customer to talk to the *** team directly to conclude the matter. We have attached the copy of the email to our representative ***** by the *** Executive for your review. 

   

  Regards,

  Team@SierraLivingConcepts

  Customer response

  07/10/2023

   
  Complaint: 20260568
  
  I am rejecting this response because: Although we appreciate the willingness to make a request to the finance team at Sierra Living Concepts to issue a refund of $399.00 charged for this service to us via an e-check, that still leaves room for that to be denied by the finance team. Once we receive documentation of an actual refund being made, then we will consider accepting your response. Until that occurs,our orignal complaint will not be withdrawn. 
  
  Sincerely,
  
  ***********************

  Business response

  07/19/2023

  Hello,
  
  Greetings of the day!
  
  This is to inform you that we already issued a check worth $399 on your name. This was expected to be delivered on 7/14. The details are mentioned below:

  Payment details: $399.00
  To: ****** ********************************
  Invoice number: #******
  TO BE PAID FROM
  Bank account: Ending in 8065
  Payment will be processed on: Tue, July 11, 2023
  

  VENDOR TO RECEIVE
  

  Paper check will be delivered to: 30 **********, ***********, **, 78251

  Payment delivery ETA: Fri, July 14, 2023

  Regards,
  Team @ SierraLivingConcepts

  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a table. The table split down the middle about 5 months after purchase. I emailed them in November to inquire about a remedy. Never heard back. I called them and the phone number disconnects. No one will respond to me.

  Business response

  04/10/2023

  Hello,

   

  Greetings!

   

  The mentioned complaint from the customer was never received on our tickets/email or call. We at Sierra Living Concepts make sure that every call or email is answered promptly and is responded to within 24 to 48 hrs. We are interacting with hundreds of customers on a daily basis, but this complaint was never received. It can be a technical glitch. We have now contacted the customer and provided a feasible resolution. Attached are the screenshots of the emails sent to the customer with date and time. 

   

  Regards,

  Team @ SierraLivingConcepts

  Customer response

  04/11/2023

   
  Complaint: 19889670
  
  I am rejecting this response because: I have proof of an email sent.  See attached. Additionally, the resolution is subpar as I have found additional issues with their product. I await their response.
  
  Sincerely,
  
  ***************

  Business response

  04/18/2023

  Hello,

   

  Greetings.

   

  As per the latest communication, the customer has accepted a replacement offered by our **************** team. Please see the attached screenshot of the conversation. The replacement order has been created, and started. 

   

  Regards,

  Team@SierraLivingConcepts

   

   

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2022 I purchased an armoire from Sierra Living Concepts, an existing item on their website, not custom made. Using their page for measuring our home for successful delivery, I measured the entry ways and stairs. On the day of the delivery in October 2022, the delivery company noted that there was one step in the middle of our stairs that had an overhang above that made the armoire too big to fit through by 3 inches. I called the company on the day of the delivery to see what we could do. The company told me yes no problem that I could return the item with the same delivery company, and that they would follow up with me about processing the return or seeing if the item could be broken down to make it fit. From October to December I had multiple emails and calls back and forth with the company. They looked into it and said the option to break the armoire down and redelivery was not doable. They offered to custom make a new armoire for me that would fit past that one step. We went back and forth about that but it was taking forever and they would sometimes not respond to emails I sent with the measurement requirements. Eventually I called them and asked if I could just receive a refund at this point since we were unable to come up with an alternative solution in a reasonable amount of time. I was told yes they would have someone follow up with me. I got no response for a week so I called again and was told they would escalate and get it resolved. Then in December for the first time I was told they would charge me 40% of the purchase price and only refund the remaining 60%. I was not told this at any point before this, especially not the day of the delivery when I asked if I could return the item. After multiple emails and calls they offered to lower the fee a bit but in the end insisted that they would charge me $1000. This violates their own return policy. On our last call they told me they resold the item despite earlier saying they had to destroy it.

  Business response

  02/11/2023

  Hello,

  
  Greetings from Sierra Living Concepts!

   

  We would like to inform you that Sierra Living Concepts has tried to resolve this unfortunate situation with this customer, but she was unwilling to meet us halfway on a solution. We provide extensive guidelines for measuring before ordering, but when delivery day came, customer informed us she missed measuring a key area, which prompted the request to return her armoire. While the return policy customer is quoting on is clear, so is our cancellation policy, addressing if a customer will not accept furniture that was shipped to them as ordered. Please have a look at the attached screenshots of the issues reported, cancellation policy, response from our colleague, and the refund details. 
  

  
  The restocking fee (RSF) was greatly reduced, when customer complained about said policy, which she is choosing to ignore. We also did offer to remake an armoire in a custom size to accommodate her space, but we are not responsible for making it fit, that is our customer's responsibility when they order. Sierra Living Concepts has refunded customer, less a reduced restocking fee, at a huge monetary loss to our company, through no fault of ours. Customer needs to take responsibility for her measuring error, just as we take responsibility to make high quality, hand crafted furniture for our customers. We look forward to the fair resolution to this matter. 

   

  Regards,

  Team @ Sierra Living Concepts

   

  Customer response

  02/15/2023

   
  Complaint: 19349783
  
  I am rejecting this response because: It violates your own return policy listed on your website. Also, it is unreasonable to charge a client who returned an item to you 40% of the purchase price. The item was returned to you and you resold it. To charge me $1000 for a piece of furniture that I don't have and that I returned to you is an abusive practice that doesn't align with most furniture company's return policies and restocking fees. 
  
  Sincerely,
  
  **************************************

  Business response

  02/20/2023

  Hello,

   

  Greetings from Sierra Living Concepts!

   

  In response to the customer's message, please know that the item has been sent to a consignment center due to the lack of new orders for the same item. In the consignment center, it is listed at $1000, out of which, Sierra Living Concepts will receive less than half. This amount will barely cover the delivery charges to send it to the consignment center from the customer's place.
  

  
  Again, the issue here is that the customer did not measure the surroundings from where the item had to pass, which is in no way Sierra Living Concepts fault. As a company which values our customers, we still refunded $1000 to the customer, which should have been much less. When the customer says she should have been charged only the return fee, please have a look at the detailed charges to return the item to *********, which should have applied. Also have a look at the supportive documents:
  
  
  1. Pickup charges - Customer location to ************ warehouse - $ 275.00
  2. ** Warehouse to CA Warehouse (XPO)- $676.28
  3. CA  Warehouse to Ca port - $260.00
  4. CA Port to ********* Port (On Vessel)- $750.00 (Import duty subject to ********* gov.)
  5. ********* Port to Sierra Living Concepts Warehouse - $90.00
  ----------------------------------------------------------------------------------------------------------
  Total - 2,051.28
  
  
  We have charged $1000 from the customer in lieu of the labor charges for the artisans who worked so hard on this expensive and exclusive solid wood item and have refunded the remaining amount which is still a loss for the company. We would appreciate it if the customer and the honorable Bureau understands our situation here.

   

  Sincerely,

  Team @ Sierra Living Concepts

  Customer response

  02/24/2023

   
  Complaint: 19349783
  
  I am rejecting this response because:

  
  The problem with the companies refusal to refund me and charge me $1000 is that it violates their own return policy on their website. They seem to be applying their policy for a canceled order, not a refund. This was not a canceled order. I received the delivery to my front door. When the delivery service pointed out to us that we had a overhang on our stairs that the armoire would not fit under I immediately called the company to see if I could return the item. I was told yes no problem that I could return it and they would follow up with me to see if there was a way to break it down for delivery. At no point was I told during this initial request to return the item that I would be charged 40% of the sales price of the item as a fee to return it. Had I been told that I would have kept the item and stored it in my garage and resold it. I was only told that this was not being treated as a return as per their online policy months later when I asked for my refund because they could not deliver the item broken down. Only when I finally insisted on a refund after months of back and forth was I told I would be charged a 40% fee. I was told they had to destroy the item because they had no storage facility in the US as an explanation for why they were going to charge me such a high fee. According to their most recent correspondence, however, that was clearly untrue and they instead resold the item. 
  
  
  In addition to these inconsistencies and inaccurate information and misapplication of their own policies, the measurement error was in part due to their own measurement guidelines. I measure my stairs as per the instructions on their website. There is an image on there with stairs which illustrates what to measure. There is no image of or explanation of what an overhang is on the website. While the word overhang is meant joined as something to look out for, there is no description or image of what that it. Overhang is a term of art that I learned for the first time from the delivery company. Thus the instructions for what to measure are wholly insufficient and the company assumes risk if a customer like me is not an expert in measurement for furniture delivery and dutifully follows their insufficient instructions.
  
  
  A full refund is in order here, especially since this has taken so many months to resolve and I only received a partial refund months after returning the item to them which they apparently resold. 

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

  Business response

  03/09/2023

  Hello,
  
  
  Greetings!
  
  
  We would like to draw the customer's attention towards the policy which clearly mentions that the refund will be processed less the return fee. I have attached a copy of the return policy along with this message for your review. Again, there was no issue with the product, but the customer failed to get the proper measurement of the area where the item was to be placed/ passed from, before ordering it. As we mentioned in our earlier message, the return fee is  more than $2000, out of which we have charged only $1000 keeping in mind the customer's disappointment. Below are the charges again for your reference. 
  
  
  1. Pickup charges - Customer location to ************ warehouse - $ 275.00
  2. ** Warehouse to CA Warehouse (XPO)- $676.28
  3. CA  Warehouse to Ca port - $260.00
  4. CA Port to ********* Port (On Vessel)- $750.00 (Import duty subject to ********* gov.)
  5. ********* Port to Sierra Living Concepts Warehouse - $90.00
  ----------------------------------------------------------------------------------------------------------
  Total - 2,051.28
  
  
  
  We would appreciate the customer's understanding on this matter. To conclude this, we still are willing to offer an additional $500 refund to the customer out of the $1000. We already are at a loss here due to the customer's negligence on getting correct measurements before placing the order, but are still trying our best to get to a feasible resolution both for the customer and the company. We look forward to a positive response. 
  
  
  Regards,
  Team @ Sierra Living Concepts

  Customer response

  03/13/2023

  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

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 3 tables (coffee/console/end table) from Sierra Living Concepts. They stated that they could fabricate custom-designed tables to me in a few months. I have the tables now and they are cracking/warping/bowing. I have been trying to work with the company to have the issues resolved; however, to date, I have been unsuccessful and the problems with the tables increase day by day. These are the details:- Company: Sierra Living Concepts, Inc. ************************************************************** Toll Free: ************** | Fax: ************** | *********************************** Date of Transaction: 6/11/2022 7:44PM - Transaction Info: Order #C-140600 Products Ordered: Rustic Mango ******************** Table, Mango Wood Console Table, Mango Wood Console Table - Total Purchase Price: $3,498.40 - "What the business committed to provide you" - 3 new custom-designed tables (listed above) in mango wood stained a light espresso to be delivered by September 2022. - Problems (in order of occurrence): (1) company did not disclose tables would be made in *****, (2) tables did not arrive until November, (3) one incurred significant shipping damage (now fixed by vendor cited below) (4) all the tables are experiencing significant cracking/warping/bowing due to the wood's acclimation to a dryer climate and structural problems. - Dispute: These new tables are unacceptable; they are cracked, warped, and bowed. The vendor needs to address the problem immediately since the problems increase weekly as the wood dries. (The wood was sourced from a humid climate (*****) and then shipped to a dry climate (NV). This means getting the problems fixed - or more likely, collecting the tables and refunding my purchase.- Sierra Living Concepts sent one of their subcontractors, ********** Guild, to my home on December 9th to assess the problems. They sent photos and a detailed repair plan to SLC; however, SLC stated their repair estimates are too high. To date, nothing else has been done.

  Business response

  12/28/2022

  Hello,

   

  Greetings from Sierra Living Concepts!

   

  To start with, the information that the items are crafted in ***** is given on all our product description pages as shown on the attached image. Next, the damage reported by the customer to ************* was a shipping damage and the same was corrected on 12/9 (report attached). After this, the customer informed us of additional issues with the remaining 2 tables. These were climatic cracks on the console and coffee table which is solid wood furniture and is prone to such cracks which goes away after the weather changes. Still, we sent a repair company to get an estimate for the repair work and it was higher than what we expected. Therefore, we asked our staff member to check with another company for an alternate estimate. 
  
  
  For the second estimate, we asked for more images from the customer which were provided on December 27, the same day this BBB complaint was received. We would like to assure the customer that we are working with the repair company to make sure she receives the furniture in the exact way she ordered and in case the final repair result is not acceptable by the customer, we will go ahead and replace the complete order for her. We hope and appreciate the customer's kind cooperation and patience and while we work to provide the best possible resolution to the issues reported. 

   

  Sincerely,

  Team 2 Sierra Living Concepts

  Customer response

  12/28/2022

   
  Complaint: 18645094
  
  I am rejecting this response because:

  Good afternoon. To respond to Sierra Living Concepts (SLC) response, please note the following:

  - I originally made the furniture order with SLC the end of June with the timeline of receiving it in September. I did not receive it until November - and that was with much time spent on my behalf tracking the lost shipment with their shipping contractor, XPO. ************* did have damage, which both SLC and I have stated was repaired by their subcontractor repair service company, ********** Guild.

  - The first available appointment that ********** Guild had to inspect our tables and assess all of the other issues was Friday, December 9th. Please note that we spent a few hours with them in our home so that they could (1) repair the damaged table leg, and (2) assess the issues with all 3 tables due to insufficient supports for the longer planks of wood and the cracking/warping due to the climate change of ***** vs. *********, **. At the end of this long process, ********** Guild submitted their repair plan to SLC, which was rejected by them because it was too costly and it called for final repairs to be done at the conclusion of summer ********************************************************************************** his professional opinion, ****** of ********** Guild stated that the wood would continue to crack and warp as it dries out in the arid ********* climate.  It's important to note the completely incorrect statement made in SLC's response: the warping, cracking, and bowing of the wood WILL NOT GO AWAY AS THE WOOD DRIES, it will continue to get worse until the wood has completely acclimated to it's environment. That is a fact that can be verified by any wood-working professional.

  - Many, many e-mails have been exchanged on these issues since receipt of the furniture. One of the latest ones I received from SLC was on Wednesday, December 21st stating that they would be seeking another company to provide them with an estimate for repair. They stated they would get back to me in a day or two.  By the evening of Friday, December 23rd, I had again not heard from them, so I sent an e-mail to them stating that I wanted a path forward by Monday, December 26th or I would be pursuing my own solutions to get some resolution. (That included contacting the BBB.)  Since I have spent an inordinate amount of time sending e-mails, photos (repeatedly), and taking time from work to have the furniture assessed by SLC's repair subcontractor - and it is now the end of December and I have 3 tables that are getting more and more damaged by the day -I think I have been sufficiently patient (and inconvenienced) and want SLC to finalize the situation. One of two things needs to happen at this point: (1) SLC hires a wood-working professional to address the current damage to the tables AND has a plan to address any future damage caused by climate until the 1 year warranty period, or (2) SLC makes arrangements to collect their furniture and provides me a refund.

  All e-mail exchanges that I have had with SLC can be provided to the BBB.

  Thank you,

  *******

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

  Business response

  01/10/2023

  Hello,

   

  Greetings from Sierra Living Concepts!

   

  Since the customer is not happy with the resolution and repair provided to the furniture, our team has decided to provide the customer with a full refund. We have also written to the customer about the same. Attached is the screenshot of our last email to the customer. 

   

  Regards,

  Team @ SierraLivingConcepts

  Customer response

  01/12/2023

  Better Business Bureau:
  
  

  I have reviewed the response made by Sierra Living Concepts in reference to complaint ID ********, and find that the ultimate resolution of providing a full refund is satisfactory to me. According to Sierra Living Concepts, they will be processing a refund check which is to be mailed to me in 3-4 business days.  Please note that it's not that I wasn't satisfied with repairs as stated in their response - the tables were not repairable. This is the copy of the text that the 2nd repair representative, *************************, sent to Sierra Living Concepts regarding my furniture:

  
  

  " I won't be able to fix these tables. The customer fully understands what is happening to the wood and will not accept fixes that probably won't last.  The worst is the warping. There is no way to fix that and the knots which should not exist in good furniture are not only cracked beyond repair, they are a large part of why the wood is warping. Sorry but I won't wast my time and your money on something that simply won't be suitable to this customer. And I have to say she is correct."

  
  

  I will consider this matter resolved once I have received the refund check.
  

  
  Thank you for your assistance,
  
  *****************************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for an 8 chair dining room set with a lazy ***** and was scammed for $6,006.20. Sierra Living Concepts kept promising to deliver it and never delivered As the Invoice shows, I ordered in February 2022 and it is September. Then a person *************************** claimed to be working with the ****** joined in the scam promising delivery and said there were delays. I have attached correspondence with **** the Logistics Coordinator, pics of dining set and amount paid. I have my credit card bill showing amount paid $6,006.20. Can produce that privately. I would like a refund.

  Business response

  09/19/2022

  We sincerely regret the unintended delay and the inconvenience caused to our valuable customer. The logistics operations were severely impacted post Covid situations and the delivery was indeed delayed. The order has been delivered on 9/16. The same can be verified with our valuable customer.

   

  Regards,

  Team@SierraLivingConcepts.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a coffee table on July 4, 2021. (Order# ******). The table was delivered on September 29. Recently, I noticed a large chip in the table) about 1 inch - see photos). I contacted Sierra Living Concepts, and, to my delight, they were attentive to my request. After rejecting instructions on how to repair it myself, I was told that they would send someone to repair it, or I could have it repaired myself, and they would reimburse me. I then requested a new table (I live in ********, and the cost of furniture repair would be, in my opinion, very costly); however, when I requested this, it appears that the offer to fix my table was rescinded. I have been dealing with a gentleman named ***********************. In his most recent email, he indicates to me, We would like to inform you that the top which you mentioned broke was actually as-is when the table was delivered. It was a part of handcraft furniture. When our experts examine the raw images of an item then they come to know that it was there since the beginning. Agreeing with me that the table was delivered WITH the defect, he goes on to deny my request to repair and/or replace it. This makes no sense to me. He and I have been going back and forth via email. Now, however, he appears to not be responding to my emails (despite the fact that he ended his last email with these words - Please let us know if you require any other assistance. I am extremely angry. This table was custom built and expensive. I want it repaired and/or replaced.

  Business response

  09/03/2022

  It was a very rare and unfortunate situation that the item had a minor damage. As per our experts, this seemed easily repairable with help of a repair kit. We offered that but the customer declined the resolution. Finally, we have reached on a mutually agreed resolution. We are refunding 50% of the order value which is $359.55. A refund check has already been issued and the customer has been informed. This can be verified with our customer as well. 

   

  Regards,

  Team@SierraLivingConcepts

  Customer response

  09/03/2022

   
  Complaint: 17752091
  
  I am rejecting this response because:

  I have still not received the check.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am hoping someone can help me. My husband and I saved up to get a nice new custom armoire for me. I saw this company online with lots of good reviews, so we decided to purchase a hand-crafted armoire at the end of March. I believe it was March 21 (I cannot unfortunately find the original email) however, we paid with our credit card. The information given was four to eight weeks for delivery. It has been longer than 8 weeks so I was looking for some word on when we could expect this armoire. I inquired and received a response from the furniture maker, in *********..saying they were going through a humid spell at the moment and I wouldn't see delivery until the end of July. ********* is by the equator, t's always hot and humid. I have refinished furniture before so I understand the how detrimental moisture can be to wood. However, if this is a business, they should have adequate facilities to conduct that business in a timely manner, and if not, then they should be informing the public of this beforehand. I tried calling customer service, and was given absolutely no information or help. They have given me no help nor anyone I can speak with to resolve this issue. The piece was done at the end of April, they sent pictures, I just cannot see why this is being pushed to the end of July. I really need some help here. I cannot stay on the phone or email all day. I just need some assistance, please.Thank you for your time, *******************************

  Business response

  06/04/2022

  We totally understand the customer's concern. We are equally disappointed with the delay. The wood that was supposed to be used in crafting the item took more time than usual in Kiln Dry process. We have to ensure that the wood is properly dried to avoid any future issues with the item. The item has been completely finished and final images have been shared with the customer as well. This order is scheduled to depart from or facility in 2nd week of this month. We regret the unintended delay and sincerely apologize to the customer.

   

  Regards,

  Team@Sierra Living Concepts.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been scammed. I purchased a cabinet from Sierra online in November 2021. I have been in contact with their customer service almost a dozen times and still do not have the product that I paid for. They told me the delivery company cant find it. Then I was told they found it and would call me. None of that has happened and so I asked for a refund. I requested a full refund and I am not getting a reply or response. The lady I was speaking with ***** isnt at the number now that I asked for a refund. I was told the refund request would be sent to someone else for approval. It has been six months since ordered and promised and still no refund. I have demanded my money back several times now since they never delivered the item and do not know where it is. Their website shows delivery in progress and has shown that since January 2022.

  Business response

  04/16/2022

  We have no words to express our apologies for the inconvenience caused to our valuable customer. The order was delayed due to the logistics issues posed during Covid19 pandemic. It was indeed very unfortunate that the item was then lost due to the careless of our freight partner. We agreed to issue a full refund to conclude the situation. A refund check has already been issued and it is estimated to be delivered to the customer on or before 4/22. We have informed the customer of the same and it can be verified.

  We once again regret the inconvenience caused to our customer due to a few things that were not 100% in our control.

   

  Regards,

  Sierra Living Concepts

  Customer response

  04/16/2022

   
  Complaint: 17020072
  
  I am rejecting this response because: I will not accept this response until I actually receive the check. Its been two weeks since they said they were issuing a refund and I still have not received the check. Totally unacceptable that my debit card was not refunded immediately as the payment to them was taken immediately electronically. 
  
  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. ↩