Complaints

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:02/13/2025

  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 had a white glove (extra charge for furniture to be delivered to my basement and set up in house) delivery scheduled. When there were issues with the delivery being able to happen, the delivery company told me to refuse delivery and that it would be reschedule. I did this and now heard from APT2B that there will be a 547$ additional charge on top of this to reschedule the delivery. This was not explained to me when I was told to refuse delivery!

  Business Response

  Date: 02/14/2025

  We sincerely apologize for any inconvenience you have experienced. It appears that the merchandise did not fit within your home. Please note that necessary alterations must be completed prior to scheduling another delivery attempt. Our team is actively collaborating with both the Customer and the **************** to ensure a satisfactory resolution. 
  Kind regards, Customer Care

• Initial Complaint

  Date:02/03/2025

  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 am filing a complaint against Apt2b after receiving a product that, upon delivery, did not meet specifications stated on website, and damaged our walls. Apt2b either denies any wrongdoing or will not address issues.I purchased a sofa from Apt2B on 3 December. At the time, the website stated (which was verified by a customer service ***** that legs could be removed prior to delivery to ensure it would fit into our house, which we requested. At the time of delivery, the legs were not removed as instructed. We requested the delivery team do so but they refused, and damaged our walls. Apt2B has refused to address this issue at all, after bringing it up in multiple ********* addition, once the couch was unwrapped and in our room, we realized the dimensions of the sofa did not meet specifications on the website. The sofa was longer and the seat depth was shorter than listed. We reported the issue within 24 hours as required.Apt2B refuses to take ownership of this discrepancy. We were originally told this was a "comfort issue" and therefore the company was not at fault. After clarifying with Apt2B this was a measurement issue, they responded stating "measurements are subject to change without notice, there is an allowance of up to 2" because every upholsterer works differently." This is unacceptable. There website states specific dimensions for their products, and nowhere does it state customers should expect a margin of error of +/- 2 inches. They offered to replace the sofa, but why would a customer want to risk receiving another sofa when they cannot count on a consistent product?At this point we want a full refund (including return shipping costs) as we trust neither the quality control nor the representatives of Apt2B. They have proven (over the course of multiple emails) they will not take responsibility for a quality control issue, and instead place the onus on the consumer.Copy of correspondence can be provided upon request.Respectfully, ******

  Business Response

  Date: 02/03/2025

  We sincerely apologize for the misunderstanding regarding the product dimensions discrepancy. While such issues are not common, they can occur, and we are fully committed to achieving a successful resolution.
  Our records indicate that the customer wishes to select a different product and is currently in the process of doing so.  There are no fees associated with the return of the original purchase. Regarding any damage to the walls, a claim must be filed within 24 hours of delivery with the third-party service provider. We would be happy to assist our customer with this process. Please submit photos for further review and consideration, along with the original claim form. Thank you for your understanding and cooperation. Respectfully, Apt2B Customer Care
  

• Initial Complaint

  Date:11/05/2024

  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.

  I purchased a phantom leather sofa a little over a year ago. The **** has overall actually been great, but recently I had an issue with one of the power foot rests, and, after talking to a local repair guy because the couch is no longer under warranty, it turns out the mechanism needs to be replaced. I have made it crystal clear to Apt2b that I AM NOT asking for the repair to be covered under warranty; I AM NOT asking for them to send someone out to repair it; I am only asking for information on the part so that I can purchase it and hire someone to replace it. After about 2 weeks of calling, emailing, and using their live chat, all I get is the people I do talk to say to email customer support, then customer support just says that it's not under warranty, so they can't repair it, despite how incredibly clear I've been that I'm not asking for them to repair it. The only thing that I need is some incredibly mild amount of cooperation so that I can purchase the mechanism from it's manufacturer and hire someone locally to repair it, and there is just absolutely no cooperation on their part at all. I feel like I have the right to have access to the information I need to repair my own couch, especially when it's just asking for where I can get the mechanism.

  Business Response

  Date: 11/14/2024

  We are so sorry to hear of this concern and apologize if there is any confusion.
  A member of our management team will reach out directly after reviewing the order history in hopes of favorably concluding this matter for our Customer provided the mechanism is available.
  Respectfully, Customer Care 
  

• Initial Complaint

  Date:10/31/2024

  Type:Delivery 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.

  Hi there,Three months ago on August 31, I placed an order with Apt2b for a coffee table and a sleeper sofa. Literally minutes after I ordered, I realized I had made a mistake and not order the memory foam mattress I wanted for the sleeper sofa. I emailed customer service right away and a representative, ******, told me she would look into but that it should be fine. She said she would contact me again when she heard more. I waited and heard nothing so I emailed and called them. I was told by the representative ***** that ****** had been having personal problems and had forgotten to follow up on my query and that the sofa was shipped already. ***** said she would look into and get back to me. When she didn't, I called again and emailed customer service. ***** told me that they would fix it and that she would get back to me soon. Meanwhile I have been called by the shipping company literally twice a day to ask about delivery. In the middle of October I had still heard no updates, but I believed the mattress would be fixed. I called customer service, and ***** told me that I needed to be patient and that it was being fixed and that ****** had just received word that the mattress was in. Now, the week of October 31, I had still heard nothing, so I emailed them asking for a resolution. I heard nothing, so I sent a second email. Still nothing. I contacted them via online chat on October 31, and ****** said she didn't know anything about an upgraded mattress and had no idea if it could be done and could give me no updates. I was flabbergasted. Basically, I have been lied to by ***** and nothing is being done about this, and they can't give me updates.I understand that people are overworked and busy, but this is a terrible way to treat a customer. Why lie?

  Business Response

  Date: 11/01/2024

  We extend our genuine apology to our Customer for the less than stellar service. We hold ourselves to high standards and these failed touchpoints will be thoroughly investigate and corrected immediately. A member of our management team will be reaching out to our Customer today with a favorable resolution. Thank you for bringing this matter to our attention and providing us an opportunity to remedy the situation. Respectfully, *************

• Initial Complaint

  Date:10/25/2024

  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.

  **************** does not answer phones nor emails. We moved into our new home 2 weeks ago. New custom couch from Apt2B. We noticed there was something under the couch and turns out there was a patch job done at the factory. Someone glued an extra piece of fabric to cover up a HUGE tear. The 2 couch sectional pieces do not line up properly. One of the large couch cushion zippers has already blown. Terrible quality.

  Business Response

  Date: 10/25/2024

  Please accept our deepest regrets for the experience you described. Its possible we may have missed a previous call or email, as our records indicate that 10/23/24 was our first point of contact following the initial delivery on 8/26/24. Were glad we had the opportunity to connect and provide a satisfactory resolution. Thank you for your business and for allowing us the chance to make this right. Respectfully, *************

• Initial Complaint

  Date:10/08/2024

  Type:Delivery 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.

  Ordered a table on 8/19/24. Received email a month later telling me table was damaged and now on back order until January 2025. I said that was unacceptable because a) the table is still listed on their website for sale with quick ship under its description and b) the inconvenience of waiting and receiving nothing but an apology in return. Customer *** emailed back to say they could indeed deliver the table but would need ***** more days for processing. I waited and emailed after that time frame and they responded with Sorry, my email may not have gone through. This table is discontinued and youve been *********** date I have not received a refund. To date I have not received any sort of compensation for waiting two months for the table and the lack of candor by Apt2bs customer service. It seems this company is nothing more than a drop shipper with no control at all over inventory. When something falls through it is the customer who gets a sad apology, nothing more.Think twice before ordering anything from this company. Seek out more ***utable furniture companies who stand behind their products and have demonstrated good customer service. Never again **********************!!

  Business Response

  Date: 10/24/2024

  Please note this is the first receipt of this complaint.  If it was previously sent, we did not receive it.

  Truly sorry for the delivery hiccup on our end and your experience.Certainly not up to our normal standards. Hope you will utilize the Gift Card and return soon. With much gratitude, ************* Team!

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22397308
  
  I am rejecting this response because:

  I wouldnt qualify ordering two tables only to be found out they were discontinued as delivery hiccups. A delivery hiccup would imply something has been, ya know, delivered? Half the furniture on this companys website is likely discontinued, they cant control inventory - they are drop shippers. Yet they allow customers to order it anyway. Its an awful business model that appears to be quite common if you read up on them. 
  

  The $100 gift card is insulting, why would I order again from a company who botched two orders so badly? The catch is, I couldnt buy anything for a $100 on their website so its just bait to get me to buy something. Any random site sale would save me more money. It only took 9 weeks but I will say I received my refund today, grateful they came through with that and grateful to be done with this company.

  
  Sincerely,
  
  Seneca *****

  Business Response

  Date: 10/25/2024

  Thank you for the opportunity to serve you, and for the feedback youve provided. We are genuinely sorry for any inconvenience this experience may have caused and hope that, in the future, you might consider giving us another chance to meet your expectations. **************************************** team!

• Initial Complaint

  Date:09/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:03/25/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/31/2023

  Type:Product 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.

  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

  Date: 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.