ComplaintsforApt2B

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a Lexington sectional and the button popped off, as well I had questions about potentially returning or exchanging it. You guys use to have quality service but now I've spoken to two people in ************* who can't be bothered, they have no training, no experience with the product and literally no nothing. They first off, rarely answer the phone, it just rings off the hook, and I've sent an email and it's been 24 hours and no reply either. These people you have answering your phones have no suitable answers to any questions, they're just random people answering your phones and all they say is "I don't know". I know more than them from just being a customer - they literally have no knowledge of your company and you've got them taking calls. It's unreal. On top of it they're rude. I just spoke to a woman that took 30 seconds to pull herself to gather and say hello. She had a TV going in the background and sounded like she was half asleep. I would like a manager or owner to contact me. I'm not going to be able to do business with you guys if this is how it's going to be after spending 2.6k for a couch. ****** was the best person I've spoken with before I bought the couch but someone on the phone told me he doesn't work there anymore. I can see why now. Order #********

  Business response

  09/19/2024

  Our deepest apologies for not meeting our Customers expectations.We are committed to continuous evolvement in our service levels and appreciate the feedback as we continue to cultivate. A member of our team will connect with the Customer directly to favorably conclude his concern. Thanks for your business.Respectfully, *************

  Customer response

  09/20/2024

   
  Complaint: 22294852
  
  I am rejecting this response because: I thought that Id hear from someone from apartment 2B today Friday, September 28 but I did not
  
  Sincerely,
  
  ***** ********

  Business response

  09/25/2024

  Apt2B was saddened to hear of our Customers experience. We sincerely apologize for the service shortfall that fell below the high standards we both expect.  We were in the process of ordering the button in question from the manufacturer and sending a skilled service technician to install upon receipt however, Customer preferred a return. We are waiting for the item to be picked up and delivered to our ******************* at which point we will issue a refund (minus any applicable fees). We are truly sorry again for the inconvenience and appreciate the opportunity. Respectfully, **************

  Customer response

  09/26/2024

   
  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

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a couch from Apt2b in Sept 2023. On July 21, 2024, I emailed them with pictures about how the zipper had broken on a cushion cover when I was attempting to put it back on, after I had it dry cleaned, per the company's suggestion on how to clean a cushion cover. I was disappointed with the craftsmanship of the cushion cover because this was an expensive couch. I was expecting high-quality work. They sent me pictures on how to put on the cushion cover at first, and didn't say anything about my warranty. When I asked again what could be done, they told me that "merchandise will be free from defects in materials and workmanship within one (1) year following the date of original delivery." which was November 2023, so I was eligible. After 13 emails going back and forth about how I can get the zipper repaired, I sent to their factory my cushion cover for repair. On Aug 16th, they emailed me saying they had shipped back the repaired cushion cover. On August 30th, I attemped to put the cushion cover back on, this time with a second ****** helping me. Unfortunately, the zipper broke almost immediately, with a similar issues as last time (zipper teeth were uneven). I emailed them on the 30th letting them know this had happened again and that I would send pictures soon. On Sept 4th, I attached pictures of the problem, and asked them what my options were now. I have yet to receive a response. I'm extremely disappointed with their unresponsive customer service. Their product has defects, and I'm still covered under warranty, but when I reached out for help, it was difficult to get help in the first place. When their correction didn't work, they simply didn't respond to my email. I don't know what's happening, and I'm left now with a couch with a cushion barely on.

  Business response

  09/16/2024

  We are truly sorry to hear of the concern. The factory will update on the replacement cushion shorty. A member of our team will update the Customer of the ***. We are truly sorry for the inconvenience and look forward to a prompt resolution for our customer.  Respectfully, *************  

  Customer response

  09/22/2024

   
  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

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The order was placed on November 27, 2023 for a sofa - see attachment. I reached out to them in February as I had not heard from them regarding delivery. The email they sent me was a generic email that they had composed noting they could not provide me with a date for delivery due to manufacturing issues. The solution they proposed was that I select another sofa - all of which cost more from their website and none that I like. After I sent additional emails noting that's not the solution I want and I want more of an explanation they only propose $100 dollar credit for another sofa or my money back. I just want the item I purchased and a date that is not 3 months out. I have already waited 4 months and they should have contracts with suppliers to comply with orders they have taken if not why are they even operating and taking orders.

  Business response

  04/11/2024

  We apologize to the customer for their experience with the production and delivery timeline. This is not a common occurrence which is why we outlined the options for the customer to move forward. We confirmed with the customer that their selected item could not be produced at this time with a confirmed completion date. We advised they may reselect for a discount or cancel since we are unable to produce their original selection. We sincerely apologize to the customer for not meeting their expectations despite our most genuine intention of providing clear options to assist them.
  

  Customer response

  04/12/2024

   
  Complaint: 21462340
  
  I am rejecting this response because:

  1. Why is it that they did not reach out to inform me as the customer about the delay? I had to reach out to them regarding the order status in February when I expected delivery. In their response they fail to address this concern, b/c they know it's how they operate. I have records that I can make public that they are not proactive in providing solutions to their customers. This is not the first time I have placed an order from this company and they don't communicate to customers about delays.  

  2. Resolution offer was to cancel order or get a discount of $100 dollars for another type of sofa. This is not what I seek I would like to get the sofa that I purchased in November 2023.  I do not comprehend why would they take orders that they cannot fulfil.  Stop taking advance payments then for orders placed if you are unable to fulfil orders.  Accept payment from your customers upon delivery or shipping of order. If you accept payment you are taking the responsibility of delivering services - if not don't consider yourself a better business. 

  3.On 3/20/2024 they indicated that in a month they would be able to provide a status update - on order production.  I am holding them accountable to this with - and expect that in their next communication they can provide status instead of - we don't know.  

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

  Business response

  04/16/2024

  Thank you. We are eager to assist our valued customer. We have contacted them to provide options for next steps. 
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since basically day 1(November 2022) I had issue with the sectional sofa. The company had to send in a repairman to fix issues with stitching. The cushions(back and seat) had issues with sagging right away. The company told me that cushions can decrease firmness by 15-20%. This literally happened right away on a brand new sofa in November. I followed the instruction to rotate and fluff them but that doesn't really help. We are not heavy people at all. I'm under 180lbs and partner is under 120. Then I was told I can wait till end of year one of ownership and request new cushions. Which I did and requested new cushions. They sent me completely incorrect cushions and didn't even send the seat cushions. Which i requested. Paying over $3,000+ for sofa with ikea quality is a rip off. They didn't even offer a partial refund. What a disappointment. I have an entire email chain from them basically running around the issues with any resolutions really.

  Business response

  04/11/2024

  We sincerely apologize to the customer for this experience. There were unexpected and rare issues with ordering the replacement cushions. The issues that occur do not happen with frequency. They are rare and we apologize to the customer for having experienced that. We continued to address the issue by ordering replacement cushions, however, the customer accepted a substantial discount to keep their original cushions as-is. Their claim is closed and the customer noted their appreciation for the resolution. We hope we were able to make this issue right for the customer. 
  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having pain in my back for awhile, Im looking at the couch I thought was good quality, but was i wrong. The sofa in question had no support besides a wavy band. Im thinking theres a spring in the couch- but no. The wood is worse. Im going to check the numbers since its supposed to be only kiln dried wood.So, to sum up: I was delivered a couch at the onset of the pandemic (like the next day was shutdown!) and while the outside of the couch was beautiful, inside is so poorly constructed I can only assume this was an oversight. Thats why I brought it to a neutral party since theres no need to review to the general public.Poor wood construction, lack of any support besides rudimentary construction, which has led to me having an unusable couch currently. Unfortunately, the pandemic and my mothers death have been difficult and now we have no couch. I wasnt aware of the issues until tearing off the bottom fabric.Im sorry it didnt work out- I love the fabrics, but I feel a little taken advantage since a little more then a couple years later its uncomfortable and I literally slide off the couch.

  Business response

  06/09/2023

  Our sincere apology if we have not met the customers expectation despite genuine intentions. The sectional is made of kiln-dried solid wood and sinuous wire spring. The stress points are reinforced with hardwood corner blocks to provide seating comfort, superior suspension, and durability. The sectional was delivered March 17, 2020. Our records indicate this is the first contact as it relates to the concern. Apt2B offers a 100 Day Return Policy and a One-year Limited warranty from date of delivery. Both have since expired. The Limited Lifetime warranty is for breakage caused by defects in material or workmanship. Free repairs and part replacements are available within one (1) year. We will be happy to review a photo/video of the concern to further determine what if anything we can do to further assist. Please submit via the BBB site. We look forward to connecting soon.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ***See Attachment***

  Business response

  01/23/2023

  Hi there,
  
  We apologize to the customer for all that has transpired. We realize the significant disappointment and frustration this has caused. To resolve this, we offered a full refund or immediate replacement order. Unfortunately, to date, we have not heard from the customer. She has not responded to any of our emails. We have taken it upon ourselves to issue a full refund as the customer has not responded to our emails confirming her preferred resolution. Again, we apologize for this rare occurrence, and we thank the customer for her patience.

  Customer response

  01/24/2023

  ***Document Attached***
  Dear Staff -
  
  I received the following communication from APT2B personnel, indicating its unilateral decision to issue a refund on the lost sleeper sofa. As I stated in the complaint, this action is inadequate, and contrary to my wishes. It also appears to attempt to ignore the filed complaint - which according to my records from you was indicated to have been sent on January 17, 2023.
  
  Please advise.
  
  Thank you,
  
  *********************
  See Attachment/File: response from apt2b received 1-23-23.docx

  Customer response

  01/29/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am informed that once I file a complaint with the Better Business Bureau, communication with the company proceeds through the BBB, and that I have no further obligation to communicate with the company directly. I expect that the company is familiar with those procedures. The argument stated in the company's response is baseless in that regard.
  I also received an email from **************** on 01/24/2023, offering a 200 discount off my original cost ($3,278.88) for the Fillmore Queen ******* in Bisque. I am wiling to accept that monetary portion of the offer; however, I do still insist that the sofas receive a delivery upgrade to White ****** I will take delivery of the Twin any day after February 1, 2023.
  (For what it's worth, it's still beyond me how a company can lose a sofa, for one, then be so callous and indifferent about it. By the way, during the time that I ordered to sofas, I also ordered a piece of art before I realized that it was originating in The *******. I received that item 2 weeks before Christmas - processed through a country in the middle of a raging war - and a city that, less than a month later, suffered a deadly missile attack. I find it difficult to square the two experiences.)
  
  
  
  See Attachment/File: image of pckg fr the *******.jpg

  Business response

  02/22/2023

  We sincerely appreciate the customer's feedback and response. We have been working diligently with the customer to resolve their concerns in a timely manner and all has been resolved. We agreed to the customer's requests (free White ***** Delivery valued at $149 per order (2 orders)) and issued the offered partial refund for the inconvenience. We realize the significant frustration this rare experience has posed so we are grateful for the customer's patience while we resolved the issue. 

  Customer response

  03/14/2023

   
  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

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a "quick ship" sectional on November 11th, 2022. Prior to placing the order I reached out to customer service to check if they were having issues with delivery days and they assured me there were not. I was given a timeframe of a week to ship and ***** days estimated for delivery. Their delivery partner, Metropolitan ended up having delays so they upgraded my delivery to white glove. I appreciated it, but was still frustrated by the timing and the time I had to take to go back and forth with Apt2b and Metropolitan. The sectional has now arrived but it was missing the brackets to connect the two pieces (and has a distinct creak). I've been informed it will take *another month* for the brackets to even ship. So, I paid almost $4,000 for a quick ship sectional that is missing pieces. A technician will have to come out to assemble the sectional once the pieces arrive so all in all for a "quick ship" sectional, I'll have waited over 2 months (at least) to have the order completed. This is super frustrating. Each communication with customer service has taken days for a response and it's been an all around frustrating and disappointing experience. If a piece arrives defective/missing components, I would expect a much more prompt and satisfactory solution. I don't like having to nag customer service. I'm tempted to just return the sectional at this point but according to their policy, I would have to pay the associated fees. I don't know why brackets will take over a month to ship out and would like some clarification on what went wrong here and how they can remedy this in a more timely fashion.

  Business response

  01/02/2023

  Hello,
  
  We'd like to apologize to our customer for this experience. We realize the disappointment and frustration this has caused so we're happy to be in communication and resolve this in the way that works best for them. Our options to resolve this have included a repair, exchange (brand new sofa), or return for a full refund (all fees covered by Apt2B). We are in the process of working on the customer's desired resolution - complete exchange. The customer will use the original sofa in the interim, so they are not left without one until the new sofa is delivered. We are happy to report that this has been resolved and it's our pleasure to make this right.

  Customer response

  01/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apt2b did offer to exchange the sectional which I took them up on. The new sectional arrived today and it is also missing brackets so it cannot be attached. This is clearly a problem with manufacturing.

  Business response

  01/23/2023

  Hello, we sincerely apologize for all that has transpired. We have been in communication with the customer to resolve their concerns as quickly as possible and in the most convenient way possible. We have issued a generous partial refund for the inconvenience of having a professional furniture technician come by their home and install brackets. The brackets will be shipped to the customer directly and a professional technician will be sent once delivered. We are happy to resolve this for the customer and thank them for their patience!

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bed frame on 10/16/2022 and paid over $2200 for it plus extra for white glove delivery. Delivery was scheduled for 11/7/22. Delivery drivers arrived and were told my front door needed to remain closed (and I would assist) so as not to allow my cats to escape. One of the employees left my door standing wide open and was upset when I expressed upset over it. At that point the delivery employees told me they refused to continue even after I told them I paid for white glove delivery and expected them to complete. They refused and left 4 boxes of my delivery in my house and stole the remaining 2 boxes out of my driveway. I told them to leave them and they refused. I'm addition, one of the pieces I received was damaged. Apt2b has been dragging their feet on resolution, offered only repair versus replacement of the damaged piece and finally offered me a full refund, which I accepted. I am told I need to wait 5 days for the delivery company to call me to schedule pick up and then I'll have to wait longer for actual pick up. Only then may I call and request my refund. Unacceptable. I have part of a damaged bed in my home and the other two pieces were essentially stolen. As this has been a terrible experience I should be granted an immediate refund. The remaining pieces will be returned to the company, but as they are damaged they won't be able to resell them anyway.

  Business response

  11/30/2022

  Hi there,
  
  We'd like to apologize to our customer, *********************, for the inconveniences experienced with one of our shipping carriers, Metropolitan.
  
  The damaged pieces our customer has is scheduled to be picked up on Monday, December 5th and the remaining refund will be issued then. We refunded 50% of the order total on November 16th and advised the remaining balace would be refunded the day the rest of the order is retrieved from her home.
  
  With regard to the delivery, the service they received was unacceptable and we've let Metropolitan know of this specific situation. Once again, we sincerely apologize for the extreme inconvenience and only hope that *** can accept our apologies as a situation as this is never our intention.

  Customer response

  12/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a lie. The pieces were never scheduled for pick up. I have not heard from the company regarding pick up despite reaching out via email 3 separate times. I also never received a refund from APT2b. I had to file a dispute with PayPal because of this. I was supposed to be refunded the dollar amount I paid for white glove delivery and the refund never came. I was also supposed to be refunded 50% of my purchase and that refund never came either.

  Business response

  12/12/2022

  Hi there,
  
  We do apologize for any miscommunication and the overall experience.
  
  We reached out to our Accounting team and they advised the order was refunded in full when the Paypal dispute was initiated on 11/20/22.
  
  I'm attaching the information shown on our account which shows the funds were taken from our account. If the refund has not been reflected on ***'s account, we recommend she reach out to Paypal.
  
  As of today, the remaining pieces have been picked up from ***'s home.
  
  Once again, we sincerely apologize for the extreme inconvenience.
  See Attachment/File: image003

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered couch from Apt2B in July 2022 and it is now October 2022 and we were just informed by the delivery company of *********** it could be another 4-5 weeks before we could get our couch. We kept getting the run around from Apt2B and started calling over a month ago and would get automated responses such as "Good news - your order is currently in its final stages of production and will be shipping out to you early next week, if not sooner! You will be notified...as soon as your order ships. From the time it leaves our warehouse, we typically allow 7-14 days for transit time... Once your order is closer to your area, the delivery team will be in contact with you via phone call to provide your final delivery date and time." Finally got through to a real person who gave us a tracking number but it didn't show anything for over a week and then it was just a bunch of stuff about when we made the order. Then we finally were told it had shipped and we would get it in 10 - 14 days, but they use a horrible delivery company called *********** and from their reivews they have known of how bad this company is for over a year. We can not get *********** to give us a date or even return our calls from the original message that it could be another 5 weeks before they deliver to our area. We can not get any information from anyone especially Apt2B for when we can get our couch which we now ordered almost FOUR MONTHS AGO AND IT COULD BE ANOTHER MONTH.

  Business response

  11/14/2022

  Business Response /* (1000, 8, 2022/11/01) */ Hi there, We'd like to apologize to our customer, *************, for the many inconveniences they experienced with one of our shipping carriers,************. The order has since been delivered successfully and the customer was compensated twice for the delays they incurred as a result. With regard to the delivery, the service they received was unacceptable and we've let************ know of this specific situation because the timing was WELL outside of our average in general, especially to this particular area of **************. We were informed of some very recent major issues affecting the state of **************, where the delivery was to take place. Still, that is no excuse for such a lengthy delay and we sincerely apologize! In their complaint,********* references the fact that Apt2B has known about************'s issues for a very long time which is true in the sense that every national delivery carrier in the furniture industry experiences difficulties and none have a squeaky clean record, sadly. We have experience working with virtually all. That said, we deliver thousands of shipments each month with************ and this order was truly an anomaly- they normally provide much better service both in communication and timing. Once again, we sincerely apologize for the extreme convenience and only hope that our customer is happily enjoying their new sofa in their home. Thank you,*********, if you're reading, for all of your patience and understanding once again!

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a sofa on 8/22/22 from Apt2b. The website advertised approximately two weeks for the eta. On 9/1/22, I received a notification that the order was on its way and a "tracking" number. The "tracking" link gave no information as to the actual location, eta, or status of delivery. I had to chat with the delivery company directly, who two weeks after the couch was shipped, could not give me an eta but told me the couch *************************** Finally, after multiple calls and emails which were ignored, the deliver company sent me a text asking if an October 19th date would be ok. I asked if there were sooner dates available and was told they only come to my area (which is NOT remote and is off a major interstate hwy) once a month and the 19th was the next available date. I reached out to Apt2b about this via email, as directed, and never received a reply. Apt2b knows it has delivery issues; yet has elected to continue to represent shorter than real delivery times. Had they been forthcoming, we could have planned differently or perhaps would have selected a different couch so as to not be inconvenienced. I feel like this was a "bait and switch" making false promises to entice the sale and then not really caring when or if the customer ever gets the item. This was not an inexpensive sofa. This should have been handled differently and honestly from start to finish. I'd like delivery sooner and if that isn't possible, I'd like some of the purchase price credited back to me.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/10/05) */ We'd like to thank *****, our customer, for the very important feedback and we've been in contact since the complaint was filed to do everything possible to support a positive resolution. It's very unfortunate that this specific experience with the delivery carrier handling their order went so sour- while there are always challenges with ****************** delivery (***** is correct on that) we usually see a much more seamless experience. However, furniture delivery carriers can be difficult to deal with sometimes (they run difficult operations) so we employ a full time staff of team members devoted to addressing customers' concerns and advocating on their behalf. Transparently, we did miss a message that was sent by ***** and that is truly unacceptable. We sincerely apologize for our part in the matter as well as the part of the shipper that we enlisted to handle their order. The delivery is now scheduled for a few weeks and the customer is aware. We have always compensated the customer for the inconvenience as well and are here to support in any other way. For now, the logistics aspects seem to be resolved and we are all hoping that ***** enjoys their new Apt2B furniture! Consumer Response /* (2000, 7, 2022/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) While it is unfortunate it took a *** filing to elicit a response, Apt2b did respond very appropriately. The delivery delay remains, but they have acceptably compensated us for that. They accepted responsibility, did all they could to make it right, and apologized. We would order from them again and recommend them to others, with the caveat that deliveries may be longer than initially expected. Our sincere thanks to *** for intervening and assisting and to Apt2b for their timely and appropriate response.

*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. ↩