ComplaintsforThe Novogratz
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Complaint Details
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Initial Complaint
08/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased two couches from Novogratz on August 6th, 2022. I paid a total of 995.00 for the Magnolia 2 and 3 seater sofas, when the sofas arrived, both were ripped in the fabric in various places, enough to be noticable with first glance of both couches. One of the brackets to fit the 3 seater sofa together was bent so badly I could not fit the back on, my partner and I had to pry the prongs back into position to make the couch fit together. We assembled the couches to see if the tears were noticeable when assembled, and they were. However, we have no way of transporting these couches anywhere, even if they are broken down. So we would potentially have to rent a moving vehicle to transport these to donate, they are functional of course, but not 1000 dollars worth of material that has been torn in several places. I spoke with customer service, who offered replacement couches, to which I respectfully declined because we have nowhere to put the defective ones, or any way of transporting them. They did not offer to take these couches back/provide assistance with donating them, so I would have to pay out of my own pocket to remove these. Now they are offering only a 25% refund for the defective items, to which I tried to negotiate 50% seeing as we can still USE the couches, they just look terrible. I can absolutely see how this company has a terrible BBB rating, and I absolutely will not be ordering anything from them again. The couches are comfortable, but the lack of support and rude responses from Customer Service is abysmal AT BEST. Don't send out defective items if you aren't willing to deliver a refund for your mistakes. I would like a full refund for these, 25% is not a sufficient amount to refund for TWO defective items. Ridiculous.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.