Complaints

This profile includes complaints for Molly and Friends Cat Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Molly and Friends Cat Furniture Company

  6580 NW 20th Main Terrace Gainesville, FL 32605

• 

  Molly and Friends Cat Furniture Company

  3335 N Main Ter Gainesville, FL 32609-2301

• 

  Molly and Friends Cat Furniture Company

  1901 NW 67th Pl Bay Q and R Gainesville, FL 32653-1698

• 

  Molly and Friends Cat Furniture Company

  1911 NW 67th Place Unit 2 Gainesville, FL 32653

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:03/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 cat furniture from Molly and Friends Cat Furniture. I ordered by phone as you can't order online. I was told by *** that they wouldn't accept credit cards so I mailed him a check for $283.00. The check for $283.00 was cashed on January ************************************* Molly and Friends again. I have called, written, emailed several times to no avail. nobody answers the phone and nobody ever responds to emails or letters. I would greatly appreciate getting my money back. I am a senior citizen and can't afford such a loss. I am also deeply saddened and embarrassed to have been scammed by this *************. I would either like delivery of the product I bought or a full refund.

• Initial Complaint

  Date:02/23/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered a cat tree from this business and sent them a check in December for $285 but have not received the cat tree.

• Initial Complaint

  Date:02/14/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  In January of 2023 I placed an order for three custom cat trees/condos with Molly and Friends via a telephone conversation The business confirmed my order with an email and charged my credit card $832.46 as a deposit on the order. I paid this deposit with my February 2023 credit card payment. They said the order would ship in 12 to ****************************************************** May of 2023. They did say there was a delay and I would receive the order in June of 2023.To date, 2/14/24, I have not received any merchandise from this company. I have emailed and called numerous times. They stopped responding months ago. I have requested a refund but have not received that either.Apparently I am not the only unhappy customer judging by the number of complaints on the BBB website. I wish I had checked there before sending my deposit but in the past this had been a reliable company . I am so disappointed they have failed to even give customers the curtesy of a reply. I am requesting a refund. This company has lost all credibility.

• Initial Complaint

  Date:11/28/2023

  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.

  On 6/7/23 I sent a check in the amount of ****** for Molly's Choice cat tree. I have called numerous times to ask why I haven't received the product and *** always gave an excuse as to why. I finally told him to just cancel my order and refund my money. He said he would do this, which was three weeks ago in November of 2023. I still have not received a refund. Please help.

  Business Response

  Date: 12/08/2023

  hi *****, this has been cleared with ***, his refund check we sent cleared our bank earlier this week.   this is  resolved and I appreciate you working with us here.  

   

  ***,

  Molly and Friends Cat Furniture Company

  ******************************** Q and R

  ***********, ** 32653

• Initial Complaint

  Date:11/21/2023

  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.

  I paid in advance for 2 Cat Trees. The check was cashed May 30, 2023. I was told I would receive the 2 items in July. They did not arrive, then again promised in August; then again in October. I have requested a refund for my check because the products will likely never arrive and the business owner continues to give me the same excuses over and over again.

  Business Response

  Date: 12/15/2023

  hi *****, ***** and I have been working this out.  what needs to be done?  this is hurting our ability to overcome the challenges.

   

  ***,

  Molly and Friends Cat Furniture Company

• Initial Complaint

  Date:11/13/2023

  Type:Delivery 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.

  On December 15, 2022 I ordered a car scratching post from Molly and Friends Cat furniture and paid $79.91 on my credit card. A copy has been attached. I was told by *** ** *** that it may take up to 5 or 6 months because they had such a back log. After a couple of months I started texting him. On Jan, 27th 2023 I received a text that my order was received. Two months later on March 27th I requested a status and kept sending texts through May 12th asking for my scratching post with no response. In May there was a response that it would be sent by the end of May. I texted again on 7/31 and 8/11 asking again when my scratching post would be sent. On 8/16 I received a text from ******* asking where should the the scratching post be sent. I responded immediately with my home mailing address. On 8/31 I texted again asking, when will it be shipped. On 9/1 I received a text say it would be shipped in two weeks and asking what color I wanted for the base. On 10/2 and 10/3 I texted again asking for the scratching post. 10/5 I received a response it should be shipped out the middle of next week.. On 10/17 I reached out again asking where my shipment was. On 10/18 I texted again saying it had been 10 months, since I had ordered. On 10/18 I received a text that their shipping account was being cleared of some malfunction. He thought it would ship out the next week. On 10/25 I sent a question mark(?) as a text. On 10/25 I received a text that it was shipping on Monday or Tuesday. I sent another text on 11/10 asking for my shipment. No response. I would prefer to receive the scratching post instead of a refund. I took photos of the texting and would be happy to upload them, if it would be helpful. I am embarrassed that I allowed myself to be strung along for so long.

  Customer Answer

  Date: 11/18/2023

  I received the cat scratching post today from Molly and Friends Cat Furniture in ************ ****

  This case has been resolved and can be closed.

  Thank you,

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

• Initial Complaint

  Date:10/24/2023

  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.

  In Sept 2023, I called and verbally submitted an order with Molly and Friends for two customized pieces of cat furniture. The man I spoke to, the owner, was very friendly and responsive as we discussed the exact details of what I wanted. After the call, I had some follow-up questions, which I emailed to him. The responses were quick and informative. I submitted payment for my items on September 14 via ******* and the moment I hit send is when all communication stopped. Literally. After I sent the payment, I sent an email to the owner letting him know. No "thank you" or "I got it" in return. No response of any kind. I thought it very strange at the time, but let it go. Last week, I began emailing the owner/business, asking if I could still expect delivery around Oct 20. This is very important as I will be changing addresses soon, and if delivery is to be delayed, I needed to give the business new information on where to send the products. But I've received no response to my emails or phone calls and, after doing more research online, found that dozens of recent customers have experienced what I seem to be going through: all sugar and spice until you make the payment, then no communication and no product. This is not a coincidence. And it really is a shame. I've purchased their products numerous times via 3rd parties (pre-Covid) and they really do make the best cat furniture I've ever experienced. But this doesn't seem to be a business anymore. Something must have happened post-Covid. It seems you can't find their products in any of the usual online stores anymore. And if they're no longer fulfilling direct orders, but just taking people's money--well, you can fill in the blanks on what that is. I would love to be proven wrong and will gladly eat my words if they come through. But based on what others have experienced, it doesn't seem likely.

  Customer Answer

  Date: 10/27/2023

  Re: Complaint ID ****

  This complaint has been resolved. The business has been communicating with me and I am satisfied for now. 

  Please let the business know that this complain has been settled.

  Thank you.

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  My order was made on 12/22. I had been informed that my order would be ready ***** weeks. No response to my call for several months. Finally he called me back to inform me that my order would be ready in June/23. Again he disappeared for 2 months. After several texting to him, he informed me that my order would be ready early September. As today, I hadnt received my order. I cant dispute this transaction due to long time ago even though I mailed the dispute letter to the credit company. He kept informing with lies and kept my money.

  Business Response

  Date: 10/12/2023

  hi *****, we are apologetic we are so behind.  we were first out of the blue, and still are.  then you agreed to a different tone.  thank you.  we did think we would have yours out sooner though it has proven very difficult due to costs and our production behind understaffed.  we will refund you unless you want to have this sent out before month's end here in October.  willing?  we will accomplish this or refund you.  we are a hard working small company who is fighting through some challenging circumstances and never intended to have this be a bad experience.  we will rebalance this to square for you.

   

  ***,
  Molly and Friends Cat Furniture Company
  ****************************************** and R
  **********************************
  **************
  ************** (toll-free)
  ***********************************************
  www.mollyandfriends.com

  Customer Answer

  Date: 10/13/2023

  Hi. I requested refund the money. When and how do I receive the refund? 

  Customer Answer

  Date: 10/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20677457

  I am rejecting this response because: I have given them all the opportunity since Dec 2022. I understand that its a small business and the challenges they are facing. But I cant wait any much longer. I have decided for a refund. So please let me know how the refund process works.

  Regards,

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

  Customer Answer

  Date: 10/20/2023

  Hi. I havent heard anything about this case again. Please help me to solve this case. Thank you very much.

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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 called and submitted an order via phone with Molly and Friends for a cat tree, and paid in full with a check in the mail (which was cashed). I have emailed and called periodically for updates on the status and unfortunately I have not heard back since the beginning of August. I am disappointed because we were very impressed with the quality of the product from this company, but after reading others reviews I am not feeling hopeful about ever receiving the cat tree.

  Business Response

  Date: 09/27/2023

  hi ******, I am sorry I missed your email.  I honestly do not think I saw it, maybe I whiffed on the weekend send (not saying a weekend send should be missed at all).  we'd love to finish your order and complete delivery.  we do not have any green currently and are expecting some in on our next carpet load supposed to be arriving in two weeks.  we would happily bring you this and a free TwoTier, probably a Simple Sleeper is okay?, may you be willing to wait a little longer.  we know this is overdue.  we have another unit to deliver in the ******* area we are planning to deliver to in about three weeks and would like to mix yours and it together, same trip, unless we are able to accomplish earlier, possibly two weeks from now.  I certainly should not have been absent in communications, this is poor from my side and I do apologize.  we'd love to make this up to you, we aren't just postponing indefinitely here to you.  I understand we have some reputation to improve upon here with too many Customers due to both too long on fulfilling some orders, definitely not all, though also because of not adequate **************** on my part and timely returned responses.  there is no good excuse for it.  yes, I and we are severely short staffed though so be it and we're pulling through some very tough times and recent years and our PAYING!! ALREADY PAID!!! Customers deserve better.  simply put.  I will do better.  and we'd love to complete this order.  I understand you were left unresponded to and came here because of this.  is unfortunate and understandable.  we'd love to be able to complete this order may you remain available to it.  thank you very much!!
  
  ***,
  Molly and Friends Cat Furniture Company
  ****************************************** and R
  ***********, ** 32653
  **************
  ************** (toll-free)
  ***********************************************
  www.mollyandfriends.com
  
  

• Initial Complaint

  Date:08/08/2023

  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.

  Over a year ago I placed an order with Molly and Friends for a cat tree to be delivered to my new address. It was not due to be completed until August and the payment of $523 was debited from my account on August 24th with a promised delivery date of mid-September. When I called in October, I was told that there was a problem obtaining the carpet color I requested, I informed them that the color didn't matter and that I would accept any color combination they had, I spoke to them in December and was told that I would have the cat tree by the first of the year. I have heard nothing since then and have had no response to numerous phone calls and emails.

  Customer Answer

  Date: 08/19/2023

  I received a phone call from the owner of Molly and Friends, and he has assured me that my order will be filled in the next couple of weeks. I am willing to work with him at this point in time.

  Business Response

  Date: 08/24/2023

  hi *****, we have been in contact with ******* and she knows we are working on her unit and said no problem.  she is expecting it's arrival next month and we have it starting out into Production.  we'd love for this complaint or what not to be considered resolved or at least placed on hold *** it be possible as the Customer and we are in direct current and positive communication.  thank you!!

   

  ***, Molly and Friends Cat Furniture Company

  "Premium Handmade Cat Furniture!!"
  
  

  Customer Answer

  Date: 08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  Customer Answer

  Date: 10/04/2023

  When I last contacted you, I said that I had heard from Molly & Friends and believed I would be receiving my product soon. I was actually told it would be within three weeks, not "next month" as the owner stated, but nevertheless, I believed it was resolved. It is not. I have heard nothing further, which was the pattern all of last year. I would receive a promised delivery time and then no follow up or follow through. It has now been almost a year and a half since I placed my order and over a year that they have had my payment in full. 

  Customer Answer

  Date: 12/19/2023

  I received the cat tree I ordered today and consider this complaint resolved to my satisfaction