ComplaintsforCoaster Fine Furniture

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Coaster Furniture Bar Unit grey driftwood black ****** on Amazon through a third party seller named ****************** LLC, that was delivered March 21st 2024. It comes with a 30 day return policy. The second box was delivered March 23rd. I couldn't assemble the bar until all pieces were delivered. I started to assemble it on April 20th but had to order a replacement part due to the pieces crumbling when you attach them to the parts and hardware. I reached out to Coastal Furniture regarding this issue and they referred me to ****************** LLC to get a replacement part. They sent me a replacement part which was delivered May 4th but the unit continued to crumble when other parts were attached. I had 2 people helping me put this unit together which weighs ***** pounds. The dimensions are 27.5D x 70.75W x 43H. The hardware is not strong enough to handle the weight of the materials. The materials are engineered wood, laminate, and metal. I have been in contact with with ********* Partners trying to return the unit and they are refusing to send me a prepaid label, or even a postage due label which will guarantee a refund once unit is delivered. It would cost me over $200 to return the unit myself. It is now June 28th and I am still going back and forth with ****************** LLC who sold me the unit through Coaster Furniture to return unit for a refund. All the reviews of this Bar unit are 2 out of 5 with the same issues...crumbling pieces and hardware not compatible. Returning unit is an issue as well. Coaster Furniture and ****************** LLC are well aware that this unit isn't worth the money they are charging and returning it is what they are making a hassle to do, so people just give up.

  Business response

  07/11/2024

  Dear *******, 

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience and frustration that you have experienced. We will do everything we can to resolve the issue as quickly as possible. I would like to personally assist you with making things right. Please contact me at *************************************** or call ************************, to discuss a possible solution for you. 

  Respectfully,

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

  Asst. Call *********************************************** of America

  Customer response

  07/15/2024

   
  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

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 78 year old woman lives on Social Security and was trying to help my disabled son by purchasing a secondhand electric recliner loveseat for him.I was extremely happy with the leather sofa I found at a *************** I bought it, paid for delivery and had it sent to My Son. After about three days the one side which he sets up quit reclining. My son reached out to coaster furniture and was given the usual that they dont guarantee anything he would have to go back to the store where this per item was purchased. Being that we are the second owner we have no idea how to do that. All were trying to do is to get the part number off of the loveseat and find out where we can order a replacement part and then we can get someone To fix it for him. There has to be a replacement part for this particular Recliner and I dont know why coaster cant give ** the opportunity to get it. I can pay for the part as long as it is not some Astronomical Amount. This furniture appears to be very good quality so I dont know why the company wouldnt stand behind it or at least make replacement parts available. Even Kenmore, ******, Sanyo,Etc. etc. make replacement parts available to consumers. I do not have the money to go out and buy another sofa for him and his daughter who he has raised alone since she was six years old. Please see what you can do. I appreciate all your help.

  Business response

  05/02/2023

  Hello, 

  Coaster does not have a warranty with the end consumer. Our policy extends to the dealer/retailer that the consumer purchases from. Any warranty or coverage they may have for their product is contingent on the dealers policies agreed upon at the time of purchase. We do however attempt to resolve issues as a good faith effort whenever possible. If a piece is something we are able to resolve via parcel services we can do this directly with the consumer. In cases where we can't ship the item out small parcel service directly to the consumer we need to work with the retailer in order to find an agreeable resolution. We would be happy to look into our options but do need some more information from the consumer. We do apologize as we don't have any records of being contacted with our consumer support team. If you could please provide the information below we will check our options.

   -Copy of the receipt

  - picture of the Coaster label on the product

  - photos of the damage which will help ** identify which parts needed

  Thank you

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Missing parts ( plug caps for s**** holes for bar stool item ****** & model # ******.I requested parts from website, then many ***************** with Coastal Furniture wanting to charge me for the parts.Poor quality control and response, all I want are the parts which should have been in the box.Not interested in customer Satisfaction.

  Business response

  03/21/2023

  Hello,
  
  Coaster does not have a warranty with the end consumer. The warranty detailed on our product and on our website both explicitly state that this warranty is solely to the retailer and not transferable. In our correspondence in this particular case we did inform the consumer of our policies and requested the proof of purchased to verify if the item is still within the warranty timeframe. Unfortunately the consumer was not able to provide the proof of purchased, Coaster had offered the consumer to purchase the part.
  
  Coaster will proceed with an exception and place the part order.
  
  Ticket: 230308011
  
  Thank you

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a coaster home bar unit from Amazon . The unit came damaged and missing parts. It was advertised as a warehouse item but in like new condition with all peices in tact and no damage to the item except the outer packaging. The listing said any requests for replacement parts was to contact coaster as they offered services for replacements or missing parts as part of thier contract with Amazon.(even with warehouse) Amazon can do nothing about the replacement and offered only a refund if I return The item. A large heavy damaged box. I just want MISSING HARDWARE and the missing metal parts needed to build the bar. I even went as far to say I didn't care about the cracked front pannels bevause coaster said they don't offer those for replacement. They said I'd need a whole unit replacement but they refuse to give me one. Or send ant of the missing parts and that I need to contact Amazon. This company really frustrates me. I just need some **** screws maaaaaaan.

  Business response

  02/05/2023

  Hello,

  Thank you for contacting Coaster. Coaster is a wholesale company and does not have a warranty with the end consumer. The warranty detailed on our product and on our website, both explicitly state that this warranty is solely to the retailer.
  
  Coaster Company of America warrants that its merchandise is free from manufacturing defect (workmanship and/or material) and will either give credit or replace defective parts to the retailer for a period of up to one (1) year from the date of purchase in accordance with the conditions set forth below.
  
  If a manufacturing defect is found, Coaster should be notified promptly through your retailer from where you originally purchased the merchandise. You will also need to provide that retailer with a copy of the purchase invoice and or a delivery ticket. You may also be required to submit digital images of the defects. 
  
  Coaster can assist with small parcel parts, anything considered as full box/component replacement we suggest the consumer to work directly with the retailer.
  
  Once your retailer is contacted, they will file a claim with Coaster for replacements.
  
  Coaster does not deliver to the end consumer. The retailer process the order and arrange shipment. If there is any damage due to transit, the retailer is to be contacted.
  
  Should the hardware still be desired please let us know and we will process promptly. Aside from this offer there is nothing further Coaster can do for this claim.

  Thank you

   

• Initial Complaint

  01/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Please check the entire correspondence here: **********************************************************XXXXXXXXX*********************** ***** we reached Coaster directly because we could not reach back to the company that sold us the furniture item. Initially coaster, give us some hope that they will replace it but after some point, they started completely ignoring our replies. You can see the entire conversation at the link above. Please let us know if you need any further information. At this time we had to re-purchase the same item at our own dime due to the lack of basic respect and response from this company, and any further guidance from them.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2023/01/17) */ Hello, Coaster does not have a warranty with the end consumer. Our policy extends to the dealer/retailer that the consumer purchases from. Any warranty or coverage they may have for their product is contingent on the dealers policies agreed upon at the time of purchase. We do however attempt to resolve issues as a good faith effort whenever possible. If a piece is something we are able to resolve via parcel services we can do this directly with the consumer. In cases where we can't ship the item out small parcel service directly to the consumer we need to work with the retailer in order to find an agreeable resolution. We are actively looking into this claim. Thank you Consumer Response /* (2000, 7, 2023/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) If you read the conversation between Coaster and me, there is no mention of what they just responded with. They are completely changing their position at this time. They completely dropped the ball on this. I'd have expected they work with the reseller to help sort this out. But they failed there as well. They must honor the warranty. This is an unacceptable response.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/11/2022 Coaster Fine Furniture delivered an******* Dresser and Drawer Chest "white glove service" into our home (order#XXXX-XXXXXX-XXXXXX, ******* *****/AMT XXXXXXXX/Coaster-XXXXXXX-XX/LD/(#XXXXX)). This new furniture was delivered with significant interior and exterior damage as was well documented by Coaster's delivery personnel as well as my immediate written notification and 24 photos to their eCommerce retailer ********************* Although Coaster's response to every *** complaint, "Coaster does not carry a warranty to the end consumer", Coaster is ultimately responsible and all communications with the e-commerce retailer claims department have been contingent on Coaster's response and limitations, "I will communicate this with Coaster and see what our options are." Coaster through ******** offered **** credit toward my ********* purchase for me to fix their damaged furniture. Coaster then offered through ******** replacement new furniture that "still runs a risk of arriving with issues" (new but arriving damaged is common with this company?). Lastly, they offered an immediate and full refund of my ********* conditioned on me fulfilling unobtainable requirements including the damaged furniture be donated and picked up. After much online research and calls I found no charity will pick up furniture, and they will not accept damaged furniture delivered to the charity, further ************* and we are in our ****** hence the reason we paid extra for Coaster's "white glove service". After almost 2 months of reaching out to Coaster's intermediary ********, I am no closer to a resolution than when I started, and in fact no longer receive the flowery "I am here to help you" emails that have merely delayed the process and achieved nothing. What I want, is what any reasonable consumer wants, I paid for new furniture... please either deliver new furniture in an undamaged condition or pick up your damaged new furniture and issue me a full and immediate refund.

  Business response

  01/10/2023

  Business Response /* (1000, 5, 2022/12/19) */ Hello, Coaster does not carry a warranty to the end consumer. Our policies require the consumer to work through their dealer and any form of warranty they may or may not have is determined between the retailer and consumer at the time of purchase. When contacted, we do however attempt to find an agreeable resolution with all parties. We do apologize as we don't have any records of being contacted with our consumer support team. We are actively working this claim with the retailer. Thank you. Consumer Response /* (3000, 7, 2022/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Coaster is ultimately responsible and all communications with the eCommerce middleman ******************** have been contingent on Coaster's response and limitations, "I will communicate this with Coaster and see what our options are." Presently the furniture is no longer in my possession as ******** for Coaster has picked up the furniture. I am hopeful that Coaster will allow ******** to issue a full and immediate refund as they previously indicated they would. Business Response /* (4000, 9, 2022/12/30) */ Hello, We are truly sorry on the delays in regards to your claim. Coaster are working closely with the retailer is has been resolved on Coaster's end. Please contact your retailer for further updates on this claim. Thank you Consumer Response /* (2000, 11, 2023/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) As of today there is a "pending" **** credit for the amount of the purchase on my **** account. Hopefully that means this process is complete. Thank you,******

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The construction of the wood table and wood chairs is of poor quality. The chairs do not match up to the table, one arm hits the table top and the other arm is an inch or more lower than the top. The chair has 5 casters and rotates around the center column but is wobbly when you try to rotate. The table finish especially on the legs is not durable so that when the chairs are pushed in the chair legs scratch of the finish of the table legs. We have contacted ******* who is the manufacturer about this starting back in June 2022 and after many communications back and forth using the complaint process on their web site and as of August 2022 the last message from them has not produced resolution. Please see attached pictures of the problems.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hello, This claim has been resolved today between the retailer and end consumer. There is nothing further needed for this claim. Thank you Consumer Response /* (3000, 7, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Coaster has talked with the reseller, the complaint has NOT been resolved yet. They have made promises to complete within a few more days, but as of this date it is not yet complete so do not close this complaint yet. We are hopeful that they will keep their word. Consider this a progress response with a final response to come as soon as they actually resolve the complaint. Business Response /* (4000, 9, 2022/10/18) */ Hello, Coaster will be in contact with retailer to make sure this issue is handled on their end with the consumer. Thank you Consumer Response /* (4200, 11, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is now 26-Oct-2022 and we still have not heard back from the retailer. This complaint is still NOT resolved. The last time we heard from retailer was on 14-Oct and on that date they promised to contact us on 17-Oct-2022. As as mentioned above they have NOT contacted us in the last 10 days. We are still waiting for resolution.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mirrored door crack on our Dresser ( Our error) Purchased on-line through a 3rd party vendor ********* Contacted ******* and they said we need to contact the Manufacturer ******** ********** directly. Open a ticket for the replacement part back in Feb 2022 for the replacement part , was told there were delays with the manufacturer ********* that it would take 10-12 weeks to get the replacement piece. May of 2022 I call to find out they never submitted the original ticket to the ******** ************ and was told it would be another 10-12 weeks , its now July 26th and they just contacted me asking if I still want to replace the part. Of course I do. Was told they **** most likely not be able to met the 12 week deadline they set in May. I feel this company **** just keep delaying the process until the customer finally gives up . How hard is it to make a single door for a component?

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/08/01) */ Hello, Coaster does not carry a warranty to the end consumer. Our policies require the consumer to work through their dealer and any form of warranty they may or may not have is determined between the retailer and consumer at the time of purchase. When contacted, we do however attempt to find an agreeable resolution with all parties. In this instance the consumer reached out to Coaster on February 7th 2022 regarding a part. We are actively working this claim with the consumer. Thank you. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) tenative about this response .. As I stated it was user error (ours) that caused the broken piece and through previous agreed communications I would be willing to pay to have the piece replaced . Its been 6 months and still get the same response ( waiting on the manufacturer to make a single door) its not a huge ask that they pull a piece off the assembly line and ship Business Response /* (4000, 9, 2022/08/01) */ Hello *******, I sincerely apologize for any delays on your claim. Since proof of purchase was not provided and we were not able to verify the warranty the part was offered as purchased. However we had made an exception to open a full item to fill your part order free of charge. The part order is currently being worked on and **** be ship shortly. As soon as there's tracking information I **** provide them to you. Thank you for your patience in the matter.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Coaster Fine Furniture ********* from ********** in ********** ** in ******** of ***** We were advised it came with a 1 year manufacturers warranty. Our couch ***** early March and we submitted a warranty claim. Seeing ********** went out of business we had to submit the claim through ******* who has done nothing but give us the go around. My couch has been broken for 2+ months. I do not hear a response from them unless I call them and they tell me there is no update. They have stated that they are not open to the public so we have to go through another retailer. They are doing nothing on their end to get this fixed under warranty. I either would like my couch fixed under warranty or I would like my money back seeing it was purchased less than 6 months ago. We have been extremely patient in working with ******* however when I call my rep, is never ********** I asked what I can do to speed up getting a replacement as I feel it shouldnt take ** ******* They told me ********* can speed it up", however they are providing no resolutions and do not seem to care if my couch is broken or not. I sent them all of my purchase receipts ******** as asked with the purchase date and price, along with the it number. I am at a loss with this company and have felt like as a customer they do not care about what has been going on.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ Hello, Coaster does not carry a warranty to the end consumer. Our policies require the consumer to work through their dealer and any form of warranty they may or may not have is determined between the retailer and consumer at the time of purchase. When contacted, we do however attempt to find an agreeable resolution with all parties. In this instance the consumer reached out to Coaster on March 7th, 2022. We are actively working this claim with the consumer and the retailer to get replacements. Thank you

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Milan Modular sectional with ottoman for $**** in August 2018. Its just about 3 years and all the material has ripped off with cracks and patches of the faux leather coming out entirely. Also, the cushion is worn out in some areas to the extent that you can feel the wood hitting hard whenever you try to sit on the sectional. What are my options for fixing this very poor quality item!!

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/12/06) */ Hello, Coaster is a wholesale company that maintains a one year warranty from the time a piece is purchased from a certified retailer and it is non transferable to the end consumer. This warranty solely covers issues that are deemed to be manufacturer defects within that timeframe. We suggest you refer back to your retailer's policies to see if they have any form of coverage. Thank you

*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. ↩