ComplaintsforNeox Modern Furniture

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a Conference room table from this company on May 23, 2024. I did not receive any communication until I reached out regarding my order only to be told it was on back order. I was offered a different color I refused and asked for a refund. Mysteriously they found a table and I would have it within the week. I never received any tracking information so on Thursday I reached out only to be told they would check with the warehouse. I never got any more information from that point on. I finally received some text messages from the company on 6/20/2024 offering me a different size table and I declined the offer again and asked for a refund. Then **** told me he would make it happen on 6/20/2024 with the accounting department. I reached out several times today with no response still. I have no table or refund at this point.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a desk from ****** at NEOX Modern furniture through an online communication/website in July. The initial product when finally, received had significant damage. **** worked to get his shipping company to send new product to replace the damaged product. HE refused to refund me even though the shipping company paid him for new product. I then had to buy a new desk elsewhere because i could no longer wait. Once the replacement parts were received, there were damaged as well. **** hides behind email and will not respond to phone calls or messages. He was very responsive when trying to sell me the desk, but when there are issues he makes promises then hides from you. there is no other way to reach him and nobody answers the phone or returns VM messages. I have all of this stuff taking up room in my garage and have requested a refund and form them to come get the garbage that was sent to me given no replacement discussion has occurred after the latest damage product delivery nearly 3.5 months later. I have 40+ email communications if you want those.

  Business response

  02/21/2024

  We shipped this order complete including a replacement shipment. There was one item left to replace and the customer cancelled the entire order. The supplier shipping warehouse does not offer returns on delivered products. Our offer stands to replace the remaining item. 

  
  

  Regards,

  
  

  Matt

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

  www.Neoxmod.com

  Customer response

  02/21/2024

   I am rejecting this response because:

   

  This is a complete lie.   Yes, I requested to return the entire order because this failure to remedy has gone on for over 6 months with empty promises of replacing the damaged parts.  There is always an excuse.  I still do not have the replacement parts that were delivered damaged.  I understand they won't take the returns.  They simply need to send the replacement damaged pieces.  I have sent pictures of the damaged pieces to them numerous times and they do nothing but provide excuses for delays.  
  

  
  

  Business response

  02/27/2024

  Please have the customer confirm with pictures the damaged item. We had already shipped them replacements.

  
  

  Regards,

  
  

  ****

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

  Customer response

  03/25/2024

   I am rejecting this response because:
  
  **** from Neox has not followed through with his statement that he would still honor the replacement of the damaged 2nd shipment.  He is falling back to my statement to him that he either come pick up the junk(damaged product in my garage) and refund me or send me the replacement pieces.  He has done neither.  I already have to pay disposal fees for the damaged pieces because he refuses to do anything about them.  See attached email which has the pictures of the damaged product that is still sitting in my garage today. 
  
   
  
  See attached from this request dating back to November 2023.  See below communication form March 7th when he went dark again and has not responded.  He continues to drag this out.
  
   
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/11/2023, I ordered an office set of professional furniture so that my clients see me as professional. I ordered an in-stock set. When it arrives on 1/17/2023, it is missing a cabinet and I immediately report. Using attached email document, you will see 8 months of stalling, and outright lying about when things are shipped or refunded. Since I cant get the total pieces I ordered, I will have to order ANOTHER set from another seller to get to where my intent was. Because of effort, I am happy to return their desk for full refund.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/22/22 I placed an order for a Honey 4 Door Credenza and a Honey Bullet U-Shape Desk with Hutch and 3-Drawer Pedestal for a total of $2,968.00 including shipping. these were listed on the site as shipped within 5-10 days. I spend the next month and a half trying to find out when and why these items hadn't shipped when it was stated they were in stock. I was told on 9/6/22 they would be shipping that week, still hadn't received anything the following week. 9/16/22 I was informed the order was delayed by the freight carrier. 9/21/22 I was told that the shipment was damaged and I would have to wait for another one to transfer. 9/22/22 I reached out to clarify the shipping policy listed on their own site and I was told my message would be forwarded to shipping. 9/26/22 I was sent tracking information and freight information. 10/3/22 Portions of the desk and credenza were received. The hutch and return below the hutch were not shipped, the desk metal leg was badly damaged and notated by the freight company, and the credenza just contained the top and sides (shell), no bottom, shelves, or locking doors. I emailed the company at this time to inform them of these issues and request an overnight shipment of the missing pieces. I was told I would get a response the next day. I have called several times and left detailed messages and received no callback. None of the pieces I have are usable and Neox Modern furniture is not responding or returning my calls or emails. We would like our furniture pieces shipped overnight immediately and consideration for the time and inconvenience this has cost our company. We would also request a 20% refund for the amount of problems this has cost and the fact that Neox Modern Furniture has consistently had poor communication and follow through as well as the inability to follow their posted delivery window.

  Business response

  10/12/2022

  We are in email communication with customer to resolve the defective and missing items from the supplier and will keep the customer updated with replacement shipments. Thank you

  Customer response

  10/26/2022

   I am rejecting this response because:
  
  

  Neox Modern sent me another leg to assemble my desk. This leg also showed up completely broken. We have a shop on sight, so I was able to have my maintenance dept. weld the leg back together. The box wasn’t damaged, but it was shipped without any packaging inside, so it was just banging around, which is how I assumed it broke.

   

  Additionally, Neox Modern has not given me any date my hutch or credenza will ship. They also have not acknowledged my request for a 20% discount. We have been waiting months for a product listed to ship to me in 5-10 days. Not to mention the multiple broken pieces we have received and spent our own time repairing.

  
  

  Business response

  10/26/2022

  Response to customer:

  
  

  We cannot approve any discounts, delays are common with all of the post pandemic supply chain and freight issues across all vendors. We are here to keep you updated if that occurs and it is your choice to wait or cancel. The remaining items had to be transferred by the supplier from an alternate warehouse and they are experiencing freight delays which are out of our control. We will keep you updated once tracking is available. 

  
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased $4,457 worth of furniture from **** in April with the promise we'd receive everything in 5-10 business days. It took over 2 months, and we didn't receive all the pieces we ordered, even after we paid an additional fee **** said we had to pay for their 3rd party carrier to deliver to a limited access area. We have 4 L-shaped desks we can't compile because we're missing 4 center pen drawers, 4 small modesties, and 4 end panels to connect the larger pieces. A file cabinet was damaged in shipping, and we notified them immediately of the missing pieces and item to be replaced. **** promised ALL missing pieces would be shipped out and the replacement piece at a later date. We received the replacement piece but not the missing pieces. We have contacted them multiple times via email, text, and phone number with no response on where the missing pieces are. We tried calling their distributor (provided on the bill of lading), who is not able to tell us any information due to us being the end user. We were the ones who had to reach out requesting information on when our order would come, how it was coming, etc. They never provided the information unless asked and when we did ask, they would tell us it was a warehouse issue. A month after we purchased the furniture, they notified us there was going to be a change to the handles on the file cabinets. After we notified them of the missing pieces, they told us the color tone for the center drawers were discontinued and black would be the only color option. Here it is the middle of August and we are still missing the items that we have paid for in advance. Please see the attached email for all correspondence regarding this issue. We would just like to have the missing pieces of furniture we paid for so we can use our new desks in our new office space!

  Business response

  08/19/2022

   Yes, we are working with the supplier to resolve this issue. 

   we will be in touch with the customer today to finish delivery of the remaining items, we have had some issues with the supplier. 

  
  

  Customer response

  08/24/2022

   I am rejecting this response because: **** has not finished delivery of the remaining items.  Below is the email we received in response to the complaint filed against them and it is the only correspondence we've had: 
  

  **** Modern Furniture	Aug 19, 2022, 11:05 AM (5 days ago)
  to ****, me, Info, ******l

  Follow up email, this will be delivered next week with no further delays, we apologize for the slow reply as we have been understaffed and our supplier has been very slow to release orders. I will follow up early next week with an exact date. 

  
  

  
  

  There has been NO contact and it's now Wednesday.  **** has not followed up to provide an exact date of delivery or tracking information, even after our Office Manager reached out to them on Monday, August 22nd, requesting both.

  
  

  What is our  next step?

  
  

  Thank you, 

  Affinity Homes, LLC

  Business response

  08/24/2022

  Our supplier has confirmed it is shipping for delivery this week as we previously stated and we will provide tracking once available from the warehouse, we have also updated the customer via email. 

*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. ↩