Complaints

This profile includes complaints for H.D. Buttercup's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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H.D. Buttercup has 4 locations, listed below.

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• 

  H.D. Buttercup

  3225 Helms Avenue Los Angeles, CA 90034-3209

• 

  H.D. Buttercup

  290 Townsend St San Francisco, CA 94107-1719

• 

  H.D. Buttercup

  2118 E 7th Pl Los Angeles, CA 90021-1758

• 

  H.D. Buttercup

  3305 Hyland Ave Costa Mesa, CA 92626-1535

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a design firm we purchase our client a sectional sofa. This sofas seat cushions failed within a few months. HDB sold to Coco Republic and the issues continue to go unresolved. They sent a guy to replace cushions with equally uncomfortable cushions - if not worse. HD Buttercup, now Coco Republic, has let this go on for well over a year.Refusing to remove this failed sofa from the clients house, and refund, store credit, or simply provide a different option sofa in place of this consistently failing sectional.

  Business Response

  Date: 01/31/2024

  Our 1 year limited warranty states that we reserve the right to pursue repair, replacement or reimbursement at our discretion based on product availability and severity of the issue. We addressed the client's concerns regarding the loss of volume in their cushions by having them repaired via new stuffing. Customer then came back stating the cushions were "too stuffed" and requested a return. Since repaired/altered items cannot be accepted as returns, we have offered to have the item restored via new cushions from the factory directly. Client originally accepted this offer, but became impatient due to shipping delays from the factory. We are now attempting to verify that the shipping details for the client have not changed so that we can get the new cushions to them, and the client has refused to confirm these details which has put a pause on this resolution. We have gone above and beyond what is customary to ensure the client has an item they are happy with, but will simply be unable to fully replace it or accept it back into our inventory. 

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising 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.

  My wife and I purchased an expensive couch from HD Buttercup inar 2021. The couch finally arrived in November of 2021. For the first 18 months we had no issues with the couch. Over the past 6 months or so, the front padding on the lower half of the couch has just starting sagging. I reached out to the company and explained the issue and they said it's not their problem. I explained about the LA Warranty Law stating 3 years and they still said they only abide by their "1 year limited warranty". I invited anyone from the company to come inspect the couch to see that it's not something we could have caused. It's clearly a flawed couch. Still nothing. I've spoken to a lawyer who advised I reach out to them. I did and nothing positive from them. He next suggested I file this complaint. We are either looking to have the couch replaced or refunded. $5k for a couch that lasts 18 months is unacceptable.

  Business Response

  Date: 01/22/2024

  The client reached out regarding issues he was having with his item purchased nearly 3 years ago. We informed him that while the item was far outside our 1 year warranty period, we suggested a wonderful third party repair service who could address the issue. The client claimed the Song-******* Consumer Warranty Act requires we extend coverage to his item, but the Song-******* Consumer Warranty Act only requires that warranties do not begin before the item is received by the client. Our warranties do not begin until the customer has received the item. The item seems to be experiencing normal wear which is not something we can address for him. 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21104262
  
  I am rejecting this response because:

  They offered a third party vendor and said I would have to pay for all repairs. The couch does not have "normal wear and tear". Where it is falling apart is not something we could have done. I asked for them to come look at so they can see this and they also said "no, you had a 1 year warranty". After spending $5k+ on a couch, it should not fall apart.

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

  Business Response

  Date: 01/24/2024

  While we can appreciate that the client is willing to allow someone to come assess the item, this is simply not a service we offer or can arrange for items outside of our standard warranty period. We are more than happy to take prompt action to address items with issues within the warranty period, but when an item is outside of our warranty period, we suggest repair. When they are local we suggest a trusted company we have worked with on many occasions. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21104262
  
  I am rejecting this response because:

  I stand by the fact that a $5K couch should not fall apart within 2 years of purchase and for this company to take no responsibility for this is unacceptable. I will continue to leave reviews of both the couch and their response anywhere I can.

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

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two expensive cabinets from hd buttercup and coco republic. One was delivered in perfect condition and the other was delivered damaged. It was crooked. They sent someone out to try to fix it but it was still broken and crooked. The customer service is terrible and they have taken days and weeks to respond with almost no solution. I have never worked with a company so awful that they refuse to rectify the damage in a timely manner. I will never purchase from this company again. They truly are awful to their customers. All i want is a replacement or a refund and they are not delivering either.

  Business Response

  Date: 08/23/2023

  We promptly sent a repair team to address the damaged item, and when the repair was not done to the client's satisfaction we promptly began processing an exchange for a new piece. While the exchange was processing the client changed their mind and requested a return. While we are currently processing the return request, the client seems to want the process to be faster. We have been in constant communication with the client and have honored every request they have made, but do ask for their patience while we coordinate the pickup of the item so they can be refunded accordingly.

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a $5k couch from them and it's been under 3 years and we have 2 massive tears in it. They refuse to take ownership for the bad quality materials they use and help us repair it. Their customer service is not helpful and told me they won't do anything about this even though this was an extremely expensive item and they won't even give us a replacement cover or pay for the alteration to make it look semi presentable. This is such poor quality and they charge so much money, it's a complete scam. They should not be allowed to sell this to people!

  Business Response

  Date: 04/20/2023

  While we do offer a 1 year coverage period to address instances of premature wear and tear, we do not offer any kind of extended coverage that can be applied to an item purchased 3+ years ago. We have provided the client with the contact information for the trusted repair service we use for orders that do fall within our coverage period, but will be unable to cover the cost associated with repairing this item that seems to have become damaged due to in-home use.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19920045
  
  I am rejecting this response because they should be responsible for their PRODUCT AS IT COST OVER $5K AND HAS ONLY LASTED 3 YEARS?! This is insane they only guarantee their product for 1 year! What horrible and scam business practice. Your cushions are trash and cheaply made and they rip immediately. You need to take accountability for your products and NOT blame the customer for having your product for 3 years so it's fine that it's completely ripped. You clearly sell bad products with horrible quality and DO NOT STAND BY THE QUALITY. SHAME ON THIS COMPANY. THEY SHOULD BE HELP RESPONSIBLE FOR STEALING PEOPLE'S MONEY AND GIVING THEM SUCH LOW QUALITY PRODUCTS WITH NO WARRANTY AFTER 1 YEAR!!!???
  
  Sincerely,
  
  Olena Childs

• Initial Complaint

  Date:03/02/2023

  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.

  I purchased the Renoir Flint Rug on the ** Buttercup website on 11/24/23 for pickup. I was told I would receive an email notification when the rug was ready for pickup but this never came. I reached out on 12/1 for an ETA and was told the rug was out of stock so I would not be able to purchase. They asked if they could remove it and proceed with the rest of the order or cancel in which I responded that I would like to remove it and proceed. I had already been charged for the rug so I asked when I could expect a refund on it. From that point, I emailed numerous times and received no response. I also called numerous times and was assured by customer service I would be refunded and called for updates but this never happened. The bottom line: I was charged for a rug that wasn't in stock. I had to be the one to ask what the status of my order was because they did not tell me themselves it was out of stock. I was never at any point refunded so I had to take it up with my credit card company and thankfully they did a chargeback. Even so, this was extremely unprofessionally handled. Charging a customer for an item they never received (nor was ever even in stock!) is not acceptable.

• Initial Complaint

  Date:07/28/2022

  Type:Product 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.

  I ordered kitchen stools from this company last week. I wanted to pick them up at the store, but they said you have to coordinate that *after* placing an online order and paying for the product. I did that, but then couldn't get ahold of the shipping team. When I called the support team for help, I got their voicemail. I must have called at least 5 times....no answer. A girl named ***** who seems to work for HD Buttercup had been texting me, encouraging me to place my online order (I still don't know how she got my number). After the order was placed, she told me she couldn't help me, that I needed to talk to support. Again, I cannot get through to support, so ***** gave me the number of a girl named ******* who is apparently a manager. When I explain my issue to *******, she laughs at me, tells me to call support, and hangs up. Again, I CANNOT GET THROUGH TO SUPPORT. I looked up the HD Buttercup CEO and other higher-ups on Linkedin and tried to email them, but all the email addresses blocked my messages. I have an order confirmation in my email, so at least I know the stools are coming, right? WRONG. There's a link in the email you have to click to confirm the order confirmation (weird, but ok) and it's broken... There's a phone number under the link you can call in case the link is broken, but the number is out of service. I wait for the stools to come on the date/time recorded in the confirmation email. I even take the day off of work. The order never comes. I still can't get through to support, so I reach out to the manufacturer of the actual kitchen stools and ask them if I can get the stools from another vendor. They tell me they will reach out to HD Buttercup for me. Now support is finally emailing me, but they're telling me that 15 other customers got their deliveries on the day I was suppose to get mine, so it must be my fault. HOW COULD THIS BE MY FAULT? And how can I expect to receive these stools now??? I'm out the money and SO MUCH TIME. BAD BAD BAD.