Complaints

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:01/21/2025

  Type:Order 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.

  -contract August 2025 -paid $7219.10 balance $3854.20 -receiver/warehouse -receive our items (furniture, lighting, accessories), open each piece/box/crate, examine for damage, store and deliver -several items were delivered damaged. We agreed to repairs, still not scheduled -decorative piece broken in half, cannot be repaired. Waiting for replacement. Value $700.-Main dispute is a nightstand that was in a crate, sealed on all sides (including corner pieces of plywood that had to be pealed back to open, which wasn't done prior) has a shattered leg. The matching nightstand which came in a different crate also has a chip that is 1/4 inch deep and 2/3 inches long. I agreed to let them repair this one.-They are telling us they will pay .60 per pound. Total $160 on our nightstand that cost $2800. The manufacturer would have sent a replacement had they been notified within a week. The manufacturer is telling us it's been 5 months since it was received and they cannot send a replacement. IF THE RECEIVER HAD DONE THE *** THEY WERE HIRED TO DO THIS WOULD NOT BE AN ISSUE!-They claim they open every piece and repackage it. They also said they do not take any photos or video. Why wouldn't they snap a quick photo of each piece with the ease of cell phones. It's obvious, because they do not open everything! -My designer was nice enough to order a new nightstand but she can't pay for the replacement and neither will I. They are holding the new nightstand ****** and telling us they will not deliver it or release it until I pay an additional balance of $3854.20. -SOLUTION deliver the new nightstand, subtract the amount of the nightstand which is $2800, subtract the facet star replacement which is $700, repair my damaged items and then we will pay the balance which would be $354.20 ($3854.20-$3500).

  Business Response

  Date: 01/28/2025

  The client decided to sign up for Released Value Protection which indicated .60 cents per pound of reimbursement. We always encourage all of our clients to sign up for DVP or seek further coverage through a different provider. We have followed our contract as closely as we can to provide the same standard of service to ALL of our clients. As far as inspecting pieces, yes we do inspect every piece that comes into our warehouse but we do not photograph or video every single piece. We do not have the infrastructure to handle that many photos or videos. As far as the delivery of the nightstand, we are enforcing our right to a movers lien to be paid in full before delivery, which we offered to do for free.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22826790
  
  I am rejecting this response because:
  
  This is incorrect information. They did not open and inspect our items. Had they opened and inspected our items they would not have delivered a broken nightstand, a broken accessory, and six other items that had chips and cracks on them. It is not possible to inspect items and then deliver them this way. If they did inspect them, then they damaged them upon delivery to my home. This is clearly their responsibility. They breached their contract when they did not inspect our items. 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/30/2025

  We do not have a contract from this client, they had their designer sign the contract for them. This matter has now resulted into us turning this over to our insurance provider. We are waiting on their response.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22826790
  
  I am rejecting this response because:
  
  The business said themselves we DO NOT HAVE A CONTRACT!  They also admitted they must have either missed inspecting some items or they damaged them after they inspected them. They were paid $9000 to receive, inspect each item. They delivered broken pieces!  My designer re-ordered new (at her expense) and now the business will not release these items!  She paid for them to make things right for us and now they are holding these items. Our Designer has reached out to them, now we are getting the manufacturer involved. None of us can understand how this is possible. How this company can deliver damaged items to me that they were paid $9000 to inspect and then tell me they are not going to cover these items. On top of that when the decorator sent replacements now theyre holding those from us. If we do not get this resolved soon, we will be suing for the full amount that they have been paid to date since so many items were damaged. We are being more than reasonable! Had they done their job and inspected my items the manufacturer would have gladly sent a replacement. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/20/2023

  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.

  I used this company to store my furniture while my condo was under construction I purchased additional insurance from them which I was charged monthly for should my items get damaged. When they delivered my refrigerator back to me, it was full of mold. I was told to take pictures of it and send it back to them. After about a month they told me that they themselves washed my refrigerator and they wanted to redeliver it. I asked for mold inspection report to ensure that all the mold was gone which they refused to provide. They then told me that they will file a claim with the insurance company.. I have sent emails requesting an update first it was they will make an appointment then it was the insurance company was coming now its we have not heard anything back from the insurance company. It is been four months. I personally believe the insurance was never purchased and it was just a scam to take more money from me for storage. Now not only have I lost my money that I was charged monthly for insurance but I also had to purchase a new refrigerator to replace my 3 year old refrigerator.

  Business Response

  Date: 07/21/2023

  Before picking up *************************** items from her home on 4/15/22, she informed us that her brother-in-law wanted to have us deliver the refrigerator to his home. Upon picking up those items her brother-in-law did not want to pay the fee of delivering the refrigerator, the refrigerator was not cleaned before being brought to our storage facility. We put the refrigerator in our storage facility for 12 months and upon delivery of the refrigerator and all items on 4/7/23 the inside of the refrigerator was soiled. We took the refrigerator back to our warehouse as per *********************** and we cleaned the inside of the refrigerator. Once complete we informed *********************** that we disinfected the inside of the refrigerator. In response she stated she wanted a mold inspection and this to be handled through insurance. On 4/14/23 we emailed our insurance to send an adjuster to take a look at the refrigerator at our warehouse. The adjuster, ******************* from ********, came to our warehouse on 5/24/23 to take a look at the refrigerator. We received a claim number **** from *************************** our insurance representative, on 4/17/23. As of today, 7/21/23, we have not received any definitive word on the status of this claim.  I have attached the dates we were in contact with ********************** throughout this process.
  
  4/14/23 ********************** sent us the photos of the soiled refrigerator. I sent photos and all information to insurance.
  
  5/3/23 -  ********************** sent us an email asking for an update & Emailed her back the same day letting her know that the insurance company would be getting back to us and I emailed them for an update.
  
  5/20/23 ********************** emailed us requesting for us to replace the refrigerator.
  
  5/22/23 - We emailed ********************** back letting her know that we just spoke with the adjuster, and they would be coming later that week to inspect the fridge and would give her an update when they did so.
  
  5/25/23 We emailed ********************** letting her know that they were out the day before to inspect the fridge and would update her when I heard anything.
  
  7/20/23 ********************** emailed asking for an update, We emailed her back the same day letting her know that the last we had heard was they were waiting for the adjusters report and would be sending that to insurance but havent heard anything back yet and that we would reach back out to try to get an update. We emailed the insurance company asking for an update and have not heard anything back as of yet.
  
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20349086
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

  This is a lie. My refrigerator was cleaned out when it went into storage and I do not have a brother in law that lives in the ****************. 

  Business Response

  Date: 08/23/2023

  We emailed *********************** on 8/******:48am the following and have not heard back from her.  We also attached the insurance denial letter as a pdf.

  Good Morning **********,
  
  We wanted to reach out to you and let you know that our insurance claim was denied, I have attached the paperwork they sent us, and they did not find anything physically wrong with the refrigerator.  We feel that we have fulfilled our obligations and have thoroughly disinfected the refrigerator.  Please advise on how you would like to proceed.
  
  Please let me know if you have any questions.
  
  Thank you and have a great day!

  I have attached email correspondence with *********************** about delivering items to *******, which we understood at the time to include the refrigerator.  But he cancelled last minute.

  The refrigerator is here and available for her to pickup anytime.