Complaints

This profile includes complaints for Scan Design of Florida, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scan Design of Florida, LLC

  1153 Bennett Dr Longwood, FL 32750-6352

  
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  Scan Design of Florida, LLC

  4045 S Kirkman Rd Orlando, FL 32811-2846

  
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  Scan Design of Florida, LLC

  999 Douglas Ave Altamonte Springs, FL 32714-2064

  
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  Scan Design of Florida, LLC

  1001 Douglas Ave Altamonte Springs, FL 32714

  

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:12/13/2024

  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.

  Good morning,We have purchased a leather living room set called Incanto Sorrento on 8/26/24 for $11,000.00 it was a special order because we wanted the leather in a different color. We finally had it delivered on Dec 5, 2024 and it is beautiful color its like a camel color. Our sales person ***** ****** was absolutely lovely and very efficient in telling us that it is Final Sale because of the custom color. We have been so busy getting ready for Christmas preparations that I really didnt sit in the chair until that evening to rest and maybe watch a movie and thats when my issues with this set began!It is the most uncomfortable chair and sofas I have ever sat on!!! We did sit on the sofa in the showroom but it wasnt as high as the one that was delivered or we just didnt pay attention to it at the time. First let me explain that we are short people I am 5 and my husband is 53 when we sit on the sofas or chair we feel like we are so high up, second this sets armrests are so low that when you recline the seat gets higher and the armrests are ridiculously low nothing to lean on. It is a beautiful set to look at but unless you are 6 tall it is very uncomfortable. We have purchased several living room sets at Scan Design because of their quality. So I am really worried that I am stuck with this very uncomfortable set for my family room for many years. I mean we spent $11,000 on this. After my evening of trying to watch a movie I called Mamta and told her my issues she told me she needed to fill out paperwork and that her manager **** would call me. Two days later **** (mgr) called me and all I heard from him repeatedly was company policy and we cant take it back! I know that the store could definitely sell it because it turned out so beautiful. My hope is that this message gets to Mr ****** *******, Pres and that he read my message I just want to exchange it for a different set even if it costs me more money but comfort needs to be a priority!PLEASE HELP!

  Business Response

  Date: 12/26/2024

   

  To whom it may concern,

  After reviewing the complaint with ***** *********, I reviewed the sales contract they signed and discussed with **** ******, the Altamonte store manager.  Unfortunately, this order was a special order made specifically for the client.  They did have a model to sit in to test in the showroom.  Our contract clearly states that special orders can not be cancelled and we have the signature from the dlient.

  On 12/16, I called Mrs. ********* and heard her complaints of finding the model uncomfortable.  I did reiterate that it is the same model as in the showroom that they ordered from.  She acknowledged that but wanted to reselect to something else.  I went through the fact that this was made specifically for them and we could not allow a return of a special order as per our terms of sale.  She understood that.  I did let her know that the seats will get softer with more use (like our floor model).

  We are always very up front that special orders (custom) can not be returned, and we require the client's signature on this policy.

  We will consider this case closed and please let me know if I can provide any other info.

   

  Regards,

  **** *****, partner

  Scan Design of Florida

• Initial Complaint

  Date:11/04/2024

  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 purchased an Italian Leather sectional from ScanDesign in the amount of $9998 plus tax which was delivered on June 11, 2024. On October 23rd, 2024 i noticed that a wire was poking into the leather. I reached out to Scan Design and spoke to ******* regarding this issue. This issue appeared within 4 months of having the sectional delivered. I was put in contact with the store manager Mr. **** ****** and discussed the issue with him via email. I requested a copy of the manufacturer warranty which has not been provided and Mr. ****** has closed out the claim without providing the documentation requested. I believe the customer service and response to this legitimate claim has been very poor and inappropriate given the price tag of this sectional. They have failed to provide a written manufacturer warranty that should be readily available since they sell the ******* products on a regular basis. This is not how a furniture store that sells expensive items should conduct themselves and should honor the manufacturer warranty without question or playing games with customers. I would not feel comfortable buying anything from Scan Design in the future since they don't deal honestly with their client regarding warranty issues.

  Business Response

  Date: 11/08/2024

  Hello,

   

  Scan Design ***************** was contacted by **** ******* on 10/24/2024.  The Manager **** ****** called and spoke with Mr. ******* discussing his concern.  At that time pictures were requested along with a brief description.  On 10/27/2024 Mr. ******* emailed Mr. ****** with the information requested and also asked for the make, model, vendor and warranty information.  On 10/28/2024 Mr. ****** responded by email with the information requested as well as that the vendor would be calling in the next few days to set up a service to review his concerns in person.  On 10/30/2024 Mr. ****** was informed by the vendor that the service was denied by Mr. ******* and that they were told that the issue had been resolved.  On 10/30/2024 Mr. ****** responded "Good morning to you.  I hope that your week is going well.  I am being informed by Incanto that the service was denied as they were told that the issue had been resolved.  Scan Design wants to make sure that you have been taken care of.  Please advise if I can be of further assistance.  I have reached back out to the vendor to obtain a warranty of more than two years.  As soon as I receive it I will send over."  On 10/31/2024 Mr. ****** sent over "Speaking with the Incanto vendor *** this morning the warranty on your ***** sectional is a two year limited warranty on manufacturer defects.  The frame however does have a 10 year warranty.  Have a great day!  Looking forward to hearing from you".

  Mr. ******* was conversing with Mr. ****** via email and Scan Design is awaiting to hear back from him.  We look forward to getting this resolved very soon.  

  Customer Answer

  Date: 11/08/2024

  I spoke to Mr. ****** today and was offered to have the sectional replaced.  I thanked Mr. ****** and am satisfied with this response.  The new sectional will arrive on the 26th of November and exchanged with the previous one.  

  Customer Answer

  Date: 11/10/2024

   
  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:10/03/2023

  Type:Billing 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 July 2023, I ordered a table base and chairs and spent around $3000. The chairs are fine, but and it looks like once piece of wood does not fit. It was delivered in September 2023. I understand all the pieces of wood are not the same, but one is clearly darker and looks like it was put on as a repair. Many people have commented this is an issue. I sent pictures as requested. The salesperson, Lucy, is very nice, but insists there is no issue. Per her request, I raised the issue in an e-mail sent to her, which she forwarded to the Regional Manager. This was the regional manager's response: "This is not a quality defect. Wood is a natural product and no two pieces of wood will absorb stains the same. This is a beautiful characteristic of wood." This was the extent of the e-mail. There seems to be no room for understanding and I was not even given the regional manager's e-mail address. I was told to direct my complaints to corporate. I was not provided an address so I am using this forum. I know other people can research the company and read the complaints, so I am asking that they use caution. It seems like noone is understanding my complaint and it is repeatedly dismisseed without even an acknoweldgement that there is an issue. I am requesting the issue be addressed, whether in a billing adjustment (perhaps refunding the delivery), or replacement (with no delivery charge). The business should have the photos I sent, but I am happy to re-send them to corporate upon request. I love the design of the table, but I do think there is an issue and defect, and hope we can come to a solution. I'm not sure why the business wants an unhappy customer out there when there is a clearly an issue. I have spent 3+ weeks trying to get a resolution through text message, phone calls, e-mails, and now a complaint with the BBB.

  Business Response

  Date: 11/01/2023

  We have reviewed the complaint and stand on the assessment that the complaint is based on natural variations in the wood, BUT, out of customer service and goodwill, we have contacted the client and agreed to refund the amount of $149. to him.  This transaction was completed today, Nov. 1, 2023.

  This matter should now be closed.

   

  Sincerely,

  Greg S****

  Scan Design

  Business Response

  Date: 11/02/2023

  We have reviewed the complaint and stand on the assessment that the complaint is based on natural variations in the wood, BUT, out of customer service and goodwill, we have contacted the client and agreed to refund the amount of $149. to him.  This transaction was completed today, Nov. 1, 2023.

  This matter should now be closed.

   

  Sincerely,

  Greg S****

  Scan Design