Business Profile

Furniture Stores

Modani Miami, LLC

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Complaints

This profile includes complaints for Modani Miami, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:04/09/2025
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.
Hi, i purchase the table 5 months ago, suddenly after 4 Month the table collapsed. 2 Lega are wobbly. I contacted th store and the customer service, they after 3 weeks today a person to fix it. Unfortunately the technician said he cannot be fixed, and the person who put it together ( the famous whote glove delivery..) did not fix it properly. The technician said he will send hi teport to Modani and i will have my resolution.I am waiting for the resolution.. but the fact ai this is absolutely unacceptable from a company that has product failure after only 5 months. I did not purxhase a repair plan as uou think at least of you buy in a expensive store teh quality should Last at least for a year. Moral Of the story: i do not have a table formmore than 3 weeks, no resolution in place yet. I want wother my money back or a replacement.
Business Response
Date: 04/10/2025
Order was delivered 10/23/24, customer submitted claim to ******************** on 03/25/25, since order was outside time window for claims, a technician was sent to assess the situation and attempt to repair. Technician visit happened on 04/09/25, technician advised issue couldn't be fixed, then on 04/10/25 we reached out to the customer, and extended options to either replace the table for a brand new one, or to return it for store credit to re-select a different item in Modani. Customer opted for return for store credit, pick up is scheduled for 04/18/25 and confirmed with customer so store credit can be processed
Customer Answer
Date: 04/21/2025
Thatis correct, however they reacheduled the pick up to today and none showed up yet( the window frame was from 5pm to 8pm) . It ia also unaafw of they are coming later than the timeframe.
I cannot take more days off to wait for them to come and pickup the table. This company is not serious, I have been without a table for almost a month. Picture of the delivery scheduled attached and also the 5 month table which clearly was not mounted well.
Customer Answer
Date: 04/21/2025
Thatis correct, however they reacheduled the pick up to today and none showed up yet( the window frame was from 5pm to 8pm) . It ia also unaafw of they are coming later than the timeframe.
I cannot take more days off to wait for them to come and pickup the table. This company is not serious, I have been without a table for almost a month. Picture of the delivery scheduled attached and also the 5 month table which clearly was not mounted well.
Customer Answer
Date: 04/22/2025
It is
926pm and still no one showed up or call to pick up the table. At this point i would like the full reimbursement of the table. This company clearly does not care about its customers. My only wish Is not having to deal with this people anymore.
Customer Answer
Date: 04/22/2025

Complaint: 23184249

I am rejecting this response because:
Thatis correct, however they reacheduled the pick up to today and none showed up yet( the window frame was from 5pm to 8pm) . It ia also unaafw of they are coming later than the timeframe.
I cannot take more days off to wait for them to come and pickup the table. This company is not serious, I have been without a table for almost a month. Picture of the delivery scheduled attached and also the 5 month table which clearly was not mounted well.
It is 926pm and still no one showed up or call to pick up the table. At this point i would like the full reimbursement of the table. This company clearly does not care about its customers. My only wish Is not having to deal with this people anymore.

Sincerely,

**** ********
Business Response
Date: 04/24/2025
Pick up unfortunately had to be re-scheduled due to internal issue with delivery company, pick up has now been completed on 04/23/25. Due to inconvenience to the customer, return has been changed from store credit to a refund back to original form of payment. attached is copy of the report confirming pick up was done, refund began processing on 04/23/25, will take between 5-10 business days to reflect on the customer's card.
Initial Complaint
Date:02/17/2025
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.
We ordered the ******* diving table in December Sales Quote *****. The table is already severely scratched in many places. We are requesting a replacement or credit to order something else. This is a horribly made table and Modani is doing nothing about it.
Business Response
Date: 02/18/2025
Attached the only 2 orders registered with us, for 3 ************** Table, TV Stand and ******************** No Salermo Table purchase under this customer name or quote information.
All items delivered ****** - 12/13/2024 - and ****** - 12/30/2024 - Client submitted a claim 12-31-2024 and our **************** Agent contacted customer and provided a resolution the same day. Customer accepted a discount refund on the TV Stand claim submitted, and the claim was completed. NO additional Claim has been received on our end.
Our Terms and Conditions signed by customers at the moment of delivery specify all claims should be submitted within 7 days of delivery.

Customer Answer
Date: 02/18/2025

Complaint: 22953973

I am rejecting this response because: this is for the Austin Dining Table that I have been in touch with Modani about and have been told nothing can be done. I am asking for a replacement glass top for the table. I did not accept ANY resolution for this table.

Sincerely,

****** Gears
Business Response
Date: 02/18/2025
Unfortunately, the client submitted the claim for the Table today, after this BBB was submitted (please see online submitting attached received today at 11am) this would be over 2 months after delivery, and customer did not purchase an extended/additional Protection Plan that could cover any accidental damage due to wear and tear.
As showed in the images attached this table was not delivered with no damages 12-13-24
Customer is submitting a claim 2-18-25 with a big Scratch in the top of the table. This is not a manufacturing defect, damage due to customers usage, is considered accidental damage, and it is not covered as a Manufacturing Defect by Modani.
Initial Complaint
Date:11/11/2024
Type:Product 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.
I bought 8 items, and 2 of the 8 were lounge chairs, but the color that they showed me for the swatch at the store ,was not anywhere near what I received when delivered, plus 2 order items came broken.I then decided to let customer service in ******************** know all of this and let them know , I would be returning 5 items and then they said there were going to charge me a 20 percent restocking fee. Now I'm being charged a 20 percent restocking fee, when I didn't even know they would charge me.
Business Response
Date: 11/11/2024
Customer requested to return items that had no defect or damage ( Lounge Chairs Jacky * for these per Terms and Conditions a restocking fee of 35% is applicable.
As a courtesy we reduced the fee to 20% to accommodate the client, as well as no Pick Up Fee was waived.
All items received with damaged will be returned with NO penalty or Fee to the client ( Buffet and Side Table*
Customer Answer
Date: 11/12/2024
I was shown a swatch color of the chairs which could only be bought online, at the store.The sales person at the *********** store, showed me the color and it was more on the white side , which is what I was looking for.But when I received the lounge chairs, the color of the lounge chairs were more brown,beige in ******** was nothing of what the swatch color that I was shown in the store by the sales person, named *****.Perhaps they should say have a disclosure saying that the color online reflects more of a brown,beige color instead. Plus also, they never checked with the Los Angeles store sales person or manager.There was no defect on the lounges , but it was the color that had been provided to me by the sales person at the *********** store, that was not anywhere near the color I actually *********** my opinion, that was false advertisement on there part, and therefore ,I should not be charged even the reduced stocking fee that there talking about.They need to be more transparent with customers about the actual colors that they have in store vs what customers will be getting.Thank you
Customer Answer
Date: 11/12/2024
They were not honest with the color of the lounge chairs that were shown to me at the *********** store by the sales person Edwi , who showed me the swat h color, and it was a white color, what I received was a brown ,beige color.They should be more transparent with customers about the color that they are showing to customers vs the color that they will be Actually getting due to those lounge chairs are only available online.They should disclose to customers that they color there showing in the store is not going to be the same color that customers will ************, customer service did not check with the store manager at the LA store, therefore I should not even be charged the restocking fee.Thank you.
Customer Answer
Date: 11/13/2024

Complaint: 22540000

I am rejecting this response because:
I was shown a swatch color of the chairs which could only be bought online, at the store.The sales person at the *********** store, showed me the color and it was more on the white side , which is what I was looking for.But when I received the lounge chairs, the color of the lounge chairs were more brown,beige in ******** was nothing of what the swatch color that I was shown in the store by the sales person, named *****.Perhaps they should say have a disclosure saying that the color online reflects more of a brown,beige color instead. Plus also, they never checked with the Los Angeles store sales person or manager.There was no defect on the lounges , but it was the color that had been provided to me by the sales person at the *********** store, that was not anywhere near the color I actually *********** my opinion, that was false advertisement on there part, and therefore ,I should not be charged even the reduced stocking fee that there talking about.They need to be more transparent with customers about the actual colors that they have in store vs what customers will be getting.Thank you

They were not honest with the color of the lounge chairs that were shown to me at the *********** store by the sales person Edwi , who showed me the swat h color, and it was a white color, what I received was a brown ,beige color.They should be more transparent with customers about the color that they are showing to customers vs the color that they will be Actually getting due to those lounge chairs are only available online.They should disclose to customers that they color there showing in the store is not going to be the same color that customers will ************, customer service did not check with the store manager at the LA store, therefore I should not even be charged the restocking fee.Thank you.

Sincerely,

******* ********
Business Response
Date: 11/13/2024
Per Terms and Conditions of the sale, provided to the client with invoice once order was completed, states the following:
Non-defective items. Modani may, in its sole and exclusive discretion, refuse any return/exchange/cancellation. For approved returns, a 35% restocking fee will be assessed in addition to the return freight which remains Your responsibility. If item is not returned in original condition and in original packaging within 7 business days from return approval, no refunds or exchanges shall be processed.
Modani has waived a portion of the terms and courtesy for the client, all other fees remain.
Customer Answer
Date: 11/14/2024
The sales person at the LA store should disclose that the swatch color for the lounge chairs are not what is stated online, which makes it false advertisement on their part.
Customer Answer
Date: 11/14/2024

Complaint: 22540000

I am rejecting this response because:
The sales person at the LA store should disclose that the swatch color for the lounge chairs are not what is stated online, which makes it false advertisement on their part.

Sincerely,

******* ********
Initial Complaint
Date:11/04/2024
Type:Sales and Advertising 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.
Modani Order #****** Purchased a bed from Modani Furniture, *************** store. Bed was delivered in good condition. After a week the headboard on the bed started to crack.. Spoke to Modani and they suggested a $420 refund, and I had a furniture repair service try to fix the crack. The fix did not work and headboard continued to crack all across the width of the bed. Modani will not replace nor repair the bed, stating that I had to buy a product warranty policy to cover this damage. The damage is definitely a manufacturer flaw and Modani should stand behind this product and have the manufacturer replace the bed but they will not do anything further than the $420. The bed was
Business Response
Date: 11/05/2024
Customer reported issue 8/29/24 - **************** offered a $420 Refund to the original payment method, to Keep Item AS IS.
Client then contacted Modani 10/8/24 (39 days later) requesting additional resolution.
Once the item was accepted As Is - and refund is completed, no additional actions can be taken.
Client did not purchase an extended protection plan on original sale, without a protection plan, any further issue on this item cannot be assessed, per Terms and Conditions of the Sale.

Customer Answer
Date: 11/18/2024

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.
I have decided that I will not go any further with this claim based on the attitude of the company and its policies.

Sincerely,

****** *******
Initial Complaint
Date:08/19/2024
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 am writing to formally express my deep disappointment and concern regarding the service I received at your MODANI store location ( 772 NJ-*********************) on 8/19/2024. As a loyal customer who has previously enjoyed a positive shopping experience at this store, (we purchased a sofa before at your store) I was shocked and disheartened by the treatment I received during my most recent visit.On 8/19/2024 We (I and my husband) arrived at the store and noticed a sign indicating that the staff would be back in 5 minutes. After patiently waiting for more than 5 minutes, we attempted to contact the store via phone, but no one answered. After spending around 30 minutes at a nearby store, we returned to find the store still closed. We then observed someone walking inside the store, who eventually opened the door.When we asked to be shown a specific sofa, the staff member, who identified herself as the manager, responded in a dismissive and mocking manner. She pretended not to understand, and then mocked our accent, which we found deeply offensive. We also pointed that she was absent for quite some time, not 5 min. She refused to apologize for being absent for an extended period. Instead, she claimed it was her right to take a break/lunch whenever she needed, as she was the manager and not accountable to us as customers. Also she stated that she doesn't have to be polite, because it is not us who signs her check. (literally her words).When we reiterated that her behavior was rude and unprofessional, she threatened to call the police and took a picture of our drivers license without our consent. When we asked for her business card, she refused to provide one. We left a store and feeling threatened and concerned, we called the police ourselves. The officers who arrived on the scene were courteous and provided us with a case number, though they explained that they were unable to address the managers behavior directly.Case number from police officer in attch
Business Response
Date: 08/20/2024
Issue has been assess with our local ***************** in our Paramus Location, and our ********************** as well.
Customer Answer
Date: 08/21/2024

Complaint: 22165294

I am rejecting this response because:
Thank you for addressing my complaint. However, the response I received lacks specific details regarding the actions taken by the company. I was not informed of any concrete measures implemented to address the issue, and I have not received an apology from the company or the manager involved.
During the incident, I felt compelled to call the police, but they were unable to address the issue directly since it was not within their scope of responsibilities. Given the seriousness of the situation, I respectfully request that the company provide a clear explanation of the steps taken in response to my complaint and that both the company and the manager extend a formal apology for the treatment I experienced.
Thank you for your continued assistance in this matter.

Sincerely,

*************************
Business Response
Date: 08/21/2024
Modani reserves the right to assess the complaint directly with our Management at our local Store, and provide the proper feedback, as well as follow up directly with the *********************** of any additional actions, if applicable with the information provided in the police report.
Customer Answer
Date: 08/21/2024

Complaint: 22165294

I am rejecting this response because:
While I understand that Modani handles complaints internally, I remain concerned about the lack of a specific resolution to my situation. An apology from the manager and details on the steps being taken to prevent similar incidents would go a long way in resolving this matter.
I hope we can resolve this issue directly, but if necessary, I may need to explore other avenues to ensure this situation is addressed appropriately. My goal is to achieve a fair and respectful resolution.
Thank you for your attention to this matter.

Sincerely,

*************************
Customer Answer
Date: 08/21/2024
I didn't get any apology neither from the local manager, nor from the company, As a result, I am extremely dissatisfied with such so-called "resolution".
Initial Complaint
Date:07/29/2024
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.
We went to a showroom to buy teak furniture. We saw some options and then the sales rep showed some additional models from their digital catalogue. We placed an order and when we received the item, it was not the material we had been shopping for. The store was very sympathetic and acknowledged the mistake, but they could only direct me to customer service. **************** is insisting on imposing a 35% restocking fee plus several hundred dollars for pickup. They will not offer any concession at all even though the store has owned up to the mistake. I am incredibly frustrated to have to pay almost $1000 for a store mistake.
Business Response
Date: 07/30/2024
Our customer service advised client on 7/17/24 of our return policy (attached) 669622 - *********
Items were delivered and signed by customer as satisfactory, any return requested per terms and condition of sale is applicable for a 35% restocking fee.
Items purchased listed online and showed at showroom tablet provide all the specs to review by client were it specify the material and component.

Customer Answer
Date: 07/30/2024

Complaint: 22061387

I am rejecting this response because: as confirmed by the store itself and communicated repeatedly to ***************** we did not review the specs with the rep - instead, we had a live discussion about teak options and the rep guided us to this offering. We saw photos and contacted the store immediately when we received it about the material, they had us contact customer ******* and confirmed with customer ******* that there was a misunderstanding in the store due a newer sales rep. ******** ******* has offered no support at all and I am not sure why I am being asked to incur costs for a misrepresentation mistake by the company.

Sincerely,

*******************************
Business Response
Date: 07/30/2024
Customer Service inquired to our showroom the information provided in store, and unfortunately there are no written records of this conversation. Showroom advised all details and specs of the item in question were provided at the moment of sale to the client directly.
Per Terms and Conditions all returns are applicable for a pickup fee, and restocking fee.
Business Response
Date: 08/02/2024
Customer was provided in showroom specs and details of the material being sold, Furthermore customer was showed the model on our showroom tablets, and these also show the material, sizes and specs of the model.
Customer had the right to review specs and materials listed prior purchase and delivery as showed online at the moment of sale.
If the material showed was not the one required by the client, purchased should have been requested to be canceled prior delivery, but this was not the case.
Customer received and signed delivery, per Terms and Conditions if order is accepted, and customer decides to return after without original packaging there is a 35$ restocking fee to be deducted from total paid on invoice.
Initial Complaint
Date:07/19/2024
Type:Product 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 July 4 2024, I purchased bed frame, dresser and a sofa from the store at Modani Furniture and paid $4,417.17. They delivered the items on July 10th. The bed frame is defective and it is not stable. It keeps moving. I noticed it after the delivery men left my home. I cannot sleep because the mattress moves when the bed frame moves. It caused me bodily injury. My legs have bruises because of this bed frame. I had DVT and blood clot and my bruises do not disappear easily. I'm still on blood thinner. This bed frame negatively affected my life and my health and I filed a claim with Modani after 3 days. However, they are causing me problem with return. I took pictures and stated that my legs are bruised because of this unstable bed frame. But they told me that I needed to pay for the pick up and 35% restocking fee. Simply put, they will take half of my money for this defective item. This is unlawful. I have consumer rights and this bed is defective. Furthermore, it caused me bodily injury. I demand full refund as a check. I do not want store credit and I do not want Modani to keep half of my money when their bed frame has a defect.
Business Response
Date: 07/22/2024
Customer received and signed item upon delivery 7-10-24, Terms of Delivery are included on original order as well as delivery signed by customer ( attached)
These terms specify that if there is a return request of any item delivered within 3 days, it will be subject to 35% restocking fee and pick up fee deduction. Remainder is to be issued as Store Credit.
Our Customer Servicer Team advise this fee could be reduced as courtesy to a 20% -
Under Terms and Conditions, item delivered does not show any manufacturing defect, therefore this Terms are applicable.

Customer Answer
Date: 07/24/2024

Complaint: 22014084

I am rejecting this response because:
The bed frame is defective and I want the refund as a check, NOT as store credit. Also, I do not accept 35% restocking fee. I will accept 20% fee to show good faith if they send me a check. I do not accept store credit. I will *** the company in small claims court if I have to ***. I will fight till I get my money back. I have witnesses who saw how defect the bed frame is so if they want to fight, I will fight. I will never shop from this company again.

Sincerely,

*****************************
Business Response
Date: 07/29/2024
Customer was notified via email 7/26/24 that the 20% deduction was approved and the refund for the remaining amount was already being processed.
No further action pending.
Customer Answer
Date: 07/31/2024

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:06/26/2024
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 purchased 10 dinning chairs a year ago, with insurance, 2 months later the chairs began to The chairs started to tear, one after the other, I already replaced 4 with them and then after a year the complaints went to the insurance company, who approved me to replace them with new ones. The ************** informed me that the chairs are no longer sold by the same vendor and they have the same chair but it costs more. They gave me a credit which I did not approve because I wanted them to replace my chair, I went to their store and the manager said it was exactly the same chair. modani head offices don't want to replace me on the grounds that it's a different chair. They want me to use the credit to buy a new chair that costs more and I refused.
Business Response
Date: 06/26/2024
Modani received a purchase order from the Protection Plan to issue store credit for client to use on our local store, as the model purchased originally has been discontinued (Niero Chairs).
Modani cannot issue replacement for a different model if they are not the ( Niero Chairs) as the Protection Plan does not cover different models being issued as replacement, per policy.
Initial Complaint
Date:02/08/2024
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.
My husband and I ordered furniture from Madani that was to be delivered today. We paid an extra $100 for white glove delivery, which means they assemble everything and move it around for us. We were informed our window was from **** today and we would receive a phone call 40 minutes prior. We received no phone call, and the delivery showed up ay 8:30am. As we cannot currently inhabit the unit, as it's being remodeled, no one was home. The delivery people took it upon themselves to break in: They somehow located our hidden key and used to it to enter our residence, they left all the boxes piled up, and then when they exited the premises, they left our key in the lock, making it so that any passerby could enter our unit. I have contacted the store multiple times and they have yet to get back to me with an explanation or solution.
Business Response
Date: 02/08/2024
Modani **************** has contacted our customer, advised we have requested a new date to come back, and ***************** of all items delivered.
We apologized for the inconvenience, as well as provided a refund of the delivery fee paid by customer.
Customer Answer
Date: 02/09/2024

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,

*************************
Customer Answer
Date: 02/09/2024

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,

*************************
Customer Answer
Date: 02/09/2024

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:12/05/2023
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.
We purchased a Bergamo sofa from Modani on Feb 3. One leg was defective, and it broke when movers brought the sofa from *************** to ******. We called and texted the store, warehouse, and Modani **************** first to ask for a new leg, and then to ask to buy a new leg. They said they had the leg in stock at the warehouse, but they would not provide it since it's against their policy - once their items are delivered, they will do nothing. We have texts from Modani **************** that say they will sell us a set of the legs, not individual, but then they refused to answer when we asked how much that would be so that we could arrange to buy and ship them. The sofa is within the industry 1-year warranty and has a defective leg that needs to be replaced, or the $4K sofa is unusable. Their head of customer service said he was empowered to override the policy but would not do so. This is the opposite of customer service and is a deceptive way to do business.
Business Response
Date: 12/06/2023
Modani delivered this item February 2023, in New Conditions, no defects reported.
******** contacted ******************** on November 30th, 2023, and advised 3rd Party movers hired by the customer, re-located item to another state and broke a leg of her sofa and she was interested on purchasing a replacement.
******** Service Rep. advised we do not sale parts, and as this was broken by a 3rd party moving service, it is not a Manufacturing defect either. ******** then requested a supervisor.
Our ******** Service Supervisor contacted via phone call our customer, and explained our Terms and Conditions, and explained we do not sale parts, and the leg was broken by a 3rd party moving service 9 months after Modani delivered in New Perfect Condition.
Customer Answer
Date: 12/06/2023

Complaint: 20961596

I am rejecting this response because:
The manufacturing defect did not become apparent until after delivery at which time the sofa leg broke. It is unclear that it was the mover's fault. The sofa falls within the 1-year standard warranty period for furniture. We are asking Modani to provide a replacement leg. They offered to sell us a set of legs and then failed to follow through when we accepted their proposal. See copy of text messages.

Sincerely,

*******************************
Business Response
Date: 12/06/2023
Text messages uploaded by customer clearly shows our **************** Representative advising we do not Sale components/parts.
Quoted by our representative: As previously explained, unfortunately, we don't sell individual components of our items, all of our items are sold complete as a set.Modani is not responsible for 3rd party accidental damages.
If customer wants to purchase a complete set, this means a complete New Sofa, Modani does not manufacture locally, therefore, no parts/replacement components of our sofa's are sold, or kept on stock in the **.
Customer hired movers to move Sofa from ******* to ****** 9 months after the item was delivered, with no defect reported upon delivery or after within the 7 day period stablish by Modani Terms and Conditions.
Modani is not responsible for any damage made by this 3rd party moving company during the furniture move to a different state hired by the customer.
Terms and Conditions are available to review at our website ******************************************************
Customer Answer
Date: 12/08/2023

Complaint: 20961596

I am rejecting this response because:
Is Modani playing word games now? The words were theirs. We were texting about the furniture legs, so the reference to not selling individual components but only sets was to the furniture legs. A sofa is not a "set." We do not own a set of sofas. We accepted Modani's offer to buy the set of furniture legs which was offered by the customer service representative, but we never heard back again even after reaching out a second time saying we were awaiting a response.

Is it this difficult to stand behind a product and assist a customer?

Sincerely,

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

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