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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/13/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Contracted with Star Quality Upholstery to recover a sofa bed and 2 theater recliners. 50% down at pick up.($1500) 50% at completed delivery. ($1500) Estimated completion was 1 month. At 2 months, I was requested to make payment in full prior to completion of work which I refused. It took over 6 months and constant calls to have items returned. When items were returned, the workmanship is well below the industry average and neither recliner functions any longer as the mechanism was removed and only partially reinstalled (incorrectly). Multiple calls have yielded promises to repair but has never actually shown up to repair furniture. It has been 6 weeks of promises and no actual repair.
Business response
07/11/2022
Business Response /* (1000, 13, 2022/06/17) */ Business response taken verbally by BBB: We have repaired this under warranty for free, but he went to a contractor to repair this at his own cost. As he went elsewhere the warranty is voided and we will not issue a refund or reimbursement for any repair costs he may incur. Consumer Response /* (3000, 15, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As we discussed by phone, without the missing pieces, (which you admitted to not having) and a complete reupholster, this would not even begin to be functional. You've admitted by phone, you do not have the missing pieces and claim your upholstery is "top notch" despite multiple holes, poor stitching, not lining up, and generally a very poor job. There was no way you were ever going to be capable of making these functional and aesthetically acceptable. And if you think I would EVER return anything for you for "warranty" you're nuts!Initial Complaint
02/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On July of 2021 l went to Star Quality Upholstery shop and talked to the owner Ms.Carmen G. M. about upholstery a love seat and a couch. She gave me a price of $2000. dollars I didn't have a problem with that l told her the kind of fabric I wanted. She told me that she needed a deposit of $500. dollars to purchase the fabric. She didn't have it in her samples but assured me she could get it. After several swatches that she got over three or four months they were not what I wanted. She would tell me that took time to get the swatches in. I called her and told her I wanted my money back in November after l wasn't happy with many calls and no responses, and excuses. When I went to her shop to try to get my deposit back her husband was there and got loud and unprofessional and told me that my deposit was non findable, but that is not written on my receipt. My deposit was for fabric that I have never received. I just want my $500. refunded.Business response
02/25/2022
This response was taken verbally by the BBB
The customer never brought the couch in to upholster so we could not start on the job.Customer response
02/25/2022
Please see attached additional information received from the consumer.
See Attachment/File: Additional Information C.pdfCustomer response
02/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
When I initially met with the business owner and we agreed that once she got the fabric that I wanted.I would take the couch first and then the loveseat because that way I would still have something to seat on at home. Since that was the only furniture that we had to sit on in the living room,I am now glad that I didn't take my couch in because it would have been taken apart and no **************** it.Business response
05/11/2022
Business Response /* (1000, 7, 2022/02/25) */ This response was taken verbally by the BBB The customer never brought the couch in to upholster so we could not start on the job. Consumer Response /* (3000, 10, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I initially met with the business owner and we agreed that once she got the fabric that I wanted.I would take the couch first and then the loveseat because that way I would still have something to seat on at home. Since that was the only furniture that we had to sit on in the living room,I am now glad that I didn't take my couch in because it would have been taken apart and no fabric to finish it.Business response
07/06/2023
This response was taken verbally by BBB:
The consumer came into the shop and the job was $2000. She gave us $500 for the material. We ordered from *********** for a special order. When it came in she did not like it so we went back to the company and they then sent samples for her to review. She did review the samples and she chose a new one and we placed the order. When this second order came in she still did not like it. At this point we sent it back and the consumer advised she was going to try and look for it herself but then never returned. At this point it will be up to the consumer to provide us with the material and we will be glad to finish the work. Deposit is non refundable as written on all receipts.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.