Complaints

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a table with this company and the table came with all kinds of scratches. The table was put together by people they paid through an app and did not assemble the table correctly. We then reached out and told them we would like a refund or a new table. They decided to send someone to inspect the table and he himself told them we need a new table because it was damaged. They did not believe us though we sent photos. They then sent a new table and that table also had damages. The comp then says "that's how the table is supposed to look" but that is not true. On the image presented on the website it doesn't note anything of dents and scratches within the table. They sent a new table. When the delivery people came I told them not to waste their time putting together another damaged table. I also have pictures of that as well. I have every email sent from us to them. They false advertise and are only trying to only refund $50.00 which is unacceptable though we let them know they can have the table and send a correct one. They are also trying to have us pay for the return of the table I told the assembly people not to put together because the table was damaged. The assembly guy also couldn't take the table because he did not have a truck. The assembly guy also told me that they pick people through an app to deliver and assemble but send no details on who is coming which is very unsafe because they could say they are one person and are a completely different one. The assembly guy also brought someone who we were never warned about. This company is terrible. I send photos to them showing damages as well and have all the emails. The description of the table says nothing about markings being the design of the table! I attached photos and I can send emails if need be.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/28) */ Greetings, The original table was shipped, delivered and assembly service was all provided by a reputable global shipping company, Pilot Freight Services. They were not hired through an 'app'. The customer originally contacted us after delivery to report the table was not sitting level and was rocking back and forth. We dispatched an independent furniture repair technician that is part of a nationwide network of furniture repair professionals that we contract with in order to provide service to all areas of the United States. The technician was able to determine that the table base was defective, and was able to temporarily repair it so the customer could use it in the meantime until a replacement could be delivered. The replacement table was subsequently delivered. The customer then contacted us about perceived cosmetic flaws in the tabletop surface. She sent photos for review. The photos were reviewed by our own team as well as the product manufacturer (as this is a name-brand furniture item from a well-known brand). It was determined that due to the nature of the item being made of real wood, it is normal to exhibit some woodgrain texture, knots in the wood, etc. The surface of the table will never be perfectly smooth, as this is inherent in the design and construction of this item. The table was found to exhibit no defects. The customer was offered the option to return the table for a refund, or a courtesy discount for the inconvenience. Customer has rejected both options. Regards, Top Drawer Furniture Customer Support

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a coffee table from top drawer and never received email confirmation or nothing. I waited and never even received a tracking number. I contacted the company and was told that my package will be shipped this week.. waited and nothing the following week I contacted the company again for at least I tracking number so I don't have to bother them and I can track my own package. Was told once again that they can't give me tracking number because it has not shipped and once again was told that "not to worry package will ship this week" waited another week contacted them again and now for round three was told the same thing "package will ship this week" like a idiot I waited and nothing not even a tracking number.. contacted the company one last time for refund and to save them the trouble of "waiting to ship" and was told they will have to check and see the status. How does a company not know what's going on with there products

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/01) */ Greetings, I am only finding one order on file for the contact information you have provided. I just want to confirm that your complaint is concerning this order number ********** In your complaint, you described waiting more than 3 weeks and still not having any tracking information. This order was placed June 17, 2022, was shipped June 30, 2022 and delivered July 1, 2022. Can you please confirm the order number you are inquiring about is the order listed above? Thank you, Top Drawer Furniture Customer Support

• Initial Complaint

  05/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Saturday, April 23, 2022, I ordered a glass dining table from the company, Top Drawer Furniture By Tuesday, April 26, 2022, Top Drawer sent an email detailing shipping and a tracking number. The expected delivery date stated April 29, 2022. By April 29, 2022 I reviewed the tracking number and discovered the shipment had been delivered but "refused". Since I have a Ring Doorbell at my home, I reviewed camera footage to see if the order had arrived to my home. I found no activity at my home to state a delivery company had come. I contacted TOP Drawer to see what happened because the package had never arrived to my home to be refused. I sent an email to Top Drawer Furniture's Customer Care. I received this message back. Hi *******,Thank you for contacting Top Drawer Furniture! I'm ***, one of our Customer Support Specialists. I hope you are doing well! I understand that your tracking details show you refused the shipment, however, no one showed up at your home. We'll reach out to the courier tomorrow Monday to know what happened and why you did not receive your order and why it shows that the shipment was refused. I later received an email from Anita M**** at Top Drawer Furniture that reads: Anita M**** (Top Drawer Furniture)May 3, 2022, 1:36 PM EDT Hello *******, We now understand that the glass tabletop was shattered but the carrier has the rest of the table. We are working with the supplier to see if we can get a replacement glass tabletop shipped to you separately and we will go ahead and have the rest of the table rescheduled with you for delivery. Top Drawer Furniture May 3, 2022, 1:27 PM EDT Hello *******, We were informed that the table was damaged and we are working on getting photos of the damage so that we *** file an insurance claim. As soon as we get the photos from Ceva and can confirm the damage, we will will have to order you another table as a replacement. I asked for a refund on May 17th, 2022. It is *** 24, 2022 and I have not received a refund.

  Business response

  06/20/2022

  Business Response /* (1000, 5, 2022/05/26) */ Greetings, We have received your request for a refund. Since your transaction was financed, we have contacted your lender to process the closure of your loan. We recommend to please follow up with your lender concerning the refund of any payments you may have already made. Best regards, Top Drawer Furniture Team Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept the response from the business when there is an email confirming a refund from Affirm. I do not trust the company and do not want to accept the answer without accepting my funds. The two, closure with Affirm and a refund, go together. I refuse to be played by them again. Business Response /* (4000, 9, 2022/06/01) */ Greetings, We confirmed with your lender (Affirm) one week ago - on May 26 - that the loan was to be closed and refunded. Due to privacy laws concerning your financial information, any further discussion regarding your loan status will need to be discussed between you and Affirm directly as we do not have access to this information. Best regards, Top Drawer Furniture Team Consumer Response /* (4200, 11, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can not accept the response to the business as Affirm has sent an email on June 2, 2022at 6:41 AM stating that I am to contact the business for my refund. I am attaching a screenshot of the email. I would like to receive a confirmation from Affirm stating that the Top Drawer Furniture has agreed to give a refund AND has requested that Affirm close out the account and refund the funds. Again, the company, Top Drawer Furniture, has shown that they are not trustworthy. Business Response /* (4000, 13, 2022/06/08) */ Greetings, For privacy reasons we will not post it here, but we have separately emailed to you a copy of our email correspondence to Affirm sent May 26 instructing them to issue you a refund and close your loan. Please follow up with your lender directly because any delay in this is on their end. All the best, Top Drawer Furniture Team Consumer Response /* (4200, 17, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I have not received a refund from anyone. If I accept their response and I don't receive the funds back I won't have any recourse. Again the lender Affirm stated that Top Drawer Furniture had not sent anything to them and that I had to get a refund from Top Drawer Furniture. At this point, I do not know who to believe and I still do not have the $550+ payment I sent. So again, I do not accept Top Drawer Furniture's answer. Also, Top Drawer Furniture has only communicated that I'll receive a refund once the Better Business Bureau got involved. Again, I have called Affirm, I have emailed Affirm, I have called and emailed Top Drawer Furniture and I am still without a refund.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 3, 2022 I purchased the Cheshire Sofa Table for $270.00. Order #*********, bank card was charged on 4/4/22. Order shipped on 4/26/22 and I received it on 4/30/22. We opened the package and saw that the table legs were made of molded plastic, not "carved legs" as was stated in the description: "Classic and elegant, these traditional occasional tables have beautiful carved legs and parquet table tops." (The description of the Cheshire product line said "Dark cherry, Solid Wood, Wood Veneer, Others", but it definitely was not clear if all the products in the line would contain all these materials.) On 5/1/22 I requested a return on the product and was assigned a return # ************. I was told there would be a return label shipping fee. I communicated via Chat and email that I wanted the return to be free of charge since the description was deceiving. After several emails with with Joan and Anita, I was told that I would have to pay $83.03 for a return label since "the description on the product's page indicated that the item was made of solid wood, wood veneers, and others." The nature of this dispute is regarding the fee to return this table. Anita did talk to the manufacturer, and they said "carved leg" is the "design style", is not a reference of raw materials used." Therefore, she said, "We are standing by our statement that this is not an error on our part or the manufacturer and there is no damage involved." I am asking for BBB assistance in getting a return label with no cost to me and a full refund of the $270. Thank you

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/17) */ Greetings, We are sorry you did not like the Cheshire Sofa Table - Dark Cherry and as with nearly every item we sell, we are pleased to accept return for a refund, for any reason. We have authorized the return and provided return instructions. However, we understand you are unwilling to pay for the cost of return shipping. Unfortunately, this item is not eligible for free return shipping. We offer discounted return shipping labels based on our discounted shipping rates with the various shipping carriers, however if you do not wish to use our label, you are also welcome to shop around for shipping services and ship the item on your own. It is not a requirement to use our shipping services. This is merely offered as a convenience. Thank you and have a great day Top Drawer Furniture Customer Support Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I should not have to pay $83.03 for nothing. BBB, please see the attached picture and read the description. It is very misleading and deceiving as to what we received. Just because they didn't clarify what part of the table was classified as "others" material, I have to give them $83? That seems to be extremely dishonest on their part. I never would have purchased this table if I thought "carved legs" really meant molded plastic legs. This is not acceptable to me. I feel this is their error in their description, and therefore they should cover the cost of the return. Business Response /* (4000, 9, 2022/05/19) */ Greetings, This item is by a popular, recognized national name brand (not our own), so the description of the item and list of materials used in its construction is provided by the brand owner/manufacturer. This item is sold by hundreds of other stores, large and small, throughout the nation and as can be seen from searching online most, if not all, use the same information as we do. Therefore, there was no intention to deceive anyone. We are sharing the best information available. We encourage you to leave a product review. There is a link to do so on the product webpage. Product reviews become a permanent part of the product description. This provides you a space to share your thoughts about the quality and construction of the item, which helps other potential buyers when they are making a purchasing decision. When you are ready to return the product for a refund, please understand the return shipping quoted does not result in any profit to us, and you are not required to use our label. You can obtain a full refund by shipping on your own using any method you like, or even drop it off in person if you are local to our headquarters in Florida or one of our warehouses in several states. I know giving you the company line at a time like this is not likely to be received warmly. I can understand that. Again, I extend apologies on behalf of myself and the team for the disappointment you have experienced with the product. Best regards, Top Drawer Furniture Team Consumer Response /* (4200, 11, 2022/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very disappointed in your response and I do not accept your option. I will email the manufacturer to see what options they may be able to provide. Business Response /* (4000, 13, 2022/05/26) */ Hello, Thank you for the update. Please let us know if you are able to resolve the issue directly with the brand manufacturer. All the best, Top Drawer Furniture Team

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Absolutely worst dealing ever with any merchant. Ordered on January 4th then cancelled order on January 6th just 2 days later. Your "Anita" person has refused to refund in full. There is no statement on your website about cancellation fees. She claimed that FedEx charges fees to cancel something FedEx DENIES - they say NO CHARGE. NOTHING EVER DELIVERED! You tried to get us to accept delivery - FedEx sent it back at no charge to us or to you! Your representative "Anita" LIED and LIED. We demand you do right - 3 months have passed - still no refund in full to our account. We demand a full refund and apology. We are contacting the BBB to file a complaint of FRAUDULENT BEHAVIOR BY TOP DRAWER FURNITURE. DO THE RIGHT THING - ISSUE OUR FULL AND COMPLETE REFUND FOR CANCELLED ORDER THAT WAS NEVER DELIVERED - WE NEVER HAD IT AT ANY TIME - THIS IS FRAUD AND RISES TO CRIMINALITY!

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/16) */ Greetings, We are very sorry for the disappointment you have felt based on your experience with this purchase. We of course want everyone to feel happy about their transaction experience. I have reviewed the records and I see where several days after your order was placed, and the tracking number had already been issued, you contacted us to ask about cancelling the order. The agent you spoke with, Anita, was checking with the warehouse staff to see if it was possible to catch the shipment before it was tendered to the shipping carrier. She looked into this but unfortunately it was too late and the shipment had already left the warehouse. I see that she notified you that unfortunately cancellation was unsuccessful. In our notes, I see that the reason you wanted to cancel is that you were not going to be out of town on the expected delivery date, and I see that our agent discussed with you having the carrier hold the package for delivery at a later date, after you returned home. But, I see that you declined this option. FedEx records then indicate you contacted Fedex directly and asked them to return the package back to our warehouse. At that point, the package had already travelled across the country from the originating warehouse in California to your home city in Ohio, and then had to be turned around and sent back to California. In this situation, FedEx bills us twice - for two shipments - one bill for the outbound shipment to Ohio, and a separate bill for the return shipment back to California. I note that in your complaint to the BBB, you state that you feel this information is inaccurate. However, per the general "FedEx Conditions of Carriage" contract we have with Fedex, a copy of which can be publicly found on the FedEx website at http://www.fedex.com/bf/shippingguide/terms/ , Section 16.2, "The Sender will be liable for any and all costs, Charges and fees incurred in returning, storing or disposing of an undeliverable Shipment." In plain terms, Fedex (and UPS as well) charge the sender a fee for returning a shipment that was undeliverable for any reason, including rejection by the recipient. As explained on our website, in our "Refund, Return & Cancellation Policy" page, "If we are unable to stop or cancel your order, you are always welcome to return the product for a refund in accordance with our return policies." Further down the same page, "If the return reason is other than our error or shipping damage, then there will be a cost for return shipping." We try to be very transparent about this as possible, so there are no surprises. As we offer free shipping, we are not charging anything for the outbound shipping fee we incurred, however as we discussed several times throughout our correspondence with you, if the package is refused delivery or returned back to us due to change of mind, we do pass on the cost we have incurred from Fedex for return shipping fees in accordance with this policy. We have endeavored to handle your case with the utmost care and professionalism and we are very sorry for the feelings of dissatisfaction and frustration you have experienced, and we have taken your feedback and discussed with our entire team as we look to improve our services in the future. Thank you, Top Drawer Furniture Consumer Response /* (3000, 7, 2022/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stand by what I said in the initial complaint. On January 4th, after speaking directly with Top Drawer employee Anita, who stated this chest was "in stock for immediate shipment and would be coming from Kentucky" and that the "item was too large to ship by FedEx or UPS and would be coming via freight," I purchased a chest of drawers for $517.32 at 2:40 pm. At 9:58 am on January 6th, less than 48 hours later, I cancelled this order, both in phone calls and eMails. That same day, Top Drawer employee Raheem sent two separate eMails to me--one at 11:11 am as well as another at 2:22 pm--acknowledging my request to cancel this order. Then at 4:53 pm on January 10th, Anita eMailed and claimed Top Drawer could not cancel the order because it had "already shipped." The FedEx Tracking: ************* indicated it would be delivered on January 12th but stated "The shipping label has been created. The status will be updated when shipment begins to travel." This showed the label was created but FedEx had not received the item yet. This tracking information was the same on January 10th and January 12th. Falsehood #1: Top Drawer responded to my complaint with: "I have reviewed the records and I see where several days after your order was placed, and the tracking number had already been issued, you contacted us to ask about cancelling the order." In their January 10th email, they stated that the order had already been shipped. My response is that the order was cancelled on the 6th--under two days after the order was placed--and by no means several days! Additionally, creating a shipping label is not the same as the item being in the shipper's possession. I requested cancellation multiple times before the order was shipped, all while dealing with a death in the family. At 11:20 am on January 12th, my husband and I spoke with FedEx employee Bryan (badge #:BURNC) at the ************** FedEx phone number and he stated categorically that "FedEx has not taken possession" and that only a "shipping label was created." Within the hour, at 12:11 pm on January 12th, my husband and I then spoke with Top Drawer employee Anita who promised a full and complete refund by the end of the day as she too agreed "FedEx has not taken possession" of the furniture. On January 13th, we still did not get the promised refund. Throughout the day on January 13th, I called Top Drawer and left several voicemail messages. Finally at 2:50 pm, I spoke with Raheem. I explained to him that I had been trying to reach Anita throughout the day. He said she was "unavailable," so I gave him an update and then sent an eMail to Anita at 6:39 pm which stated: 1. "I will refuse it because the FEDEX website clearly shows it has not yet shipped and my order was cancelled over a week ago." 2. "I contacted my bank to rescind this transaction." A very important note: I have a phone recording of when I called FedEx's automated shipment tracker system on January 13th and it stated "a shipping label was created on January 5th, but the shipment is still with the shipper. Contact the shipper." On January 14th, I left a voicemail message for Top Drawer where I played the above January 13th FedEx recording. I clearly cancelled the order in a timely fashion on the morning of January 6th, before the item was shipped. On January 12th, Top Drawer promised a full and complete refund as FedEx had not taken possession of the item, which was still true on January 13th. I made it clear on three separate instances--January 6th, January 12th, and January 13th--to cancel the order and issue a refund. All of these instances took place before the item was shipped, as indicated by the FedEx shipment tracker recording from January 13th. Suddenly, eight days after I cancelled this order, on January 14th at 6:07 pm the chest of drawers apparently was "drop-shipped" from another warehouse completely--not the Kentucky warehouse that Top Drawer claimed it would be coming from--because it finally "arrived" at the FedEx location in Arcadia, California. On January 15th, at 3 o'clock in the morning, I received a FedEx notification that the furniture was on the way, even though I cancelled this order back on the 6th! At 8:30 am on January 15th, my husband and I called FedEx and talked with FedEx representative Carlos who stated that the shipper had to be the one to cancel the shipment. At 8:55 am, my husband and I called Top Drawer explaining Top Drawer had to request the shipment cancellation. At 11:42 am, I sent an email explaining this information and requesting Top Drawer cancel the shipment. FedEx and our bank manager advised us to refuse delivery of this item and post signs "We do NOT accept FedEx delivery" if Top Drawer persisted in sending this cancelled order. We also posted "No Trespassing" signs to ensure this cancelled item was not delivered. I continued calling both Top Drawer and FedEx to stop the shipment.********* which indicated the item was being returned to shipper. On January 17th, Anita sent an eMail attempting to extort $125.30 from me for return shipping. I did not agree to this extortion attempt. The Top Drawer website, by their own response, states: "If the return reason is other than our error or shipping damage, then there will be a cost for return shipping (unless the item qualifies for free return shipping)." This shipping was a result of Top Drawer's error! I clearly cancelled the order multiple times before it shipped--January 6th, January 12th, and January 13th--and Top Drawer acknowledged that cancellation and promised me a full refund two days before the item even arrived at the FedEx warehouse to be shipped (I talked with Anita on the 12th, when she assured a full refund, and it arrived at the FedEx California warehouse on the 14th). Another important note: On January 18th at 10:02 am, both my husband and I called FedEx and spoke with their FedEx representative Gian who assured us in three different ways there would not be any fees incurred for returning delivery of the item. She was emphatic that neither party would incur fees since the delivery was cancelled. While Top Drawer's response pointed to the shipping guide terms, we received this response--assuring there would be no additional fees to either party--from a FedEx representative regarding this situation. On January 20th, Top Drawer gave me a partial refund in the amount of $392.02 but I am entitled to the remaining $125.30 that Top Drawer is attempting to extort from me. I repeat, we were assured by the FedEx representative Gian that no one would incur any fees from this return delivery. Falsehood #2: Top Drawer responded to my complaint with: "FedEx records then indicate you contacted Fedex directly and asked them to return the package back to our warehouse. At that point, the package had already travelled across the country from the originating warehouse in California to your home city in Ohio." My response: First of all, it is not my fault that this item was shipped. I had cancelled the order multiple times before it shipped and was assured a full refund! Top Drawer was fully aware that this item had been cancelled on the 6th but allowed the item to ship on the 15th. Additionally, my husband and I contacted FedEx the day it was shipped from the FedEx California warehouse. A minor clarification, the item landed in Richfield, OH, which is 30 miles away from my home city, before the delivery was finally cancelled. We are not placing an undue burden on the seller, particularly because this was not a customized item. We did our due diligence to cancel the order in time and all we asked for, and still ask for, is a complete refund. In conclusion, Top Drawer is not being honest about this situation and I have screenshots and recordings to prove that. Top Drawer should have issued a full refund instead of manipulating the information. Consumers beware. Business Response /* (4000, 9, 2022/03/21) */ Greetings, Like many retailers, we utilize a series of multiple distribution warehouses located throughout the United States to fulfill our customer's orders. Deciding which warehouse will fulfill a particular order is made by systems that evaluate many factors such as proximity to the delivery location, speed, inventory stock levels, etc. At the time the customer initially spoke with our customer service agent about placing an order, the agent was seeing the item in stock located in a Kentucky warehouse that was relatively close to the customer's home in Ohio. However, upon routing the order to that warehouse, the warehouse personnel found they had only one unit in inventory and it was slightly damaged, so they rerouted the order to an another fulfillment warehouse in California. At the time of customer's original phone call, the customer was inquiring about purchasing both a dresser and matching chest. While the chest meets size/weight requirements for FedEx shipping, the dresser doesn't. We try to ship an entire order together when possible, so based on the conversation, the agent determined the chest and dresser would ship together via a freight carrier. However, once the customer placed the order January 4 she only ordered the chest by itself so the delivery method was changed to FedEx since they generally provide faster service. I do see the customer contacted us Thursday January 6 to request cancellation for the first time. The agent handling that request responded that the cancellation request would be forwarded to the appropriate team to see if cancellation was still possible at that stage. The agent properly routed the request to the warehouse team for review. However, as explained on our website under our Cancellation Policy: "Our team will do their best to stop your order, if possible. Unfortunately, we are not able to honor all requests for cancellation due to how quickly orders are processed. Please note, simply sending us the request does not cancel your order. Your order has not been cancelled until you have received a written email confirmation from us confirming the order has been successfully cancelled. If we are unable to stop or cancel your order, you are always welcome to return the product for a refund in accordance with our return policies." After checking with our warehouse team, we found the package was labelled and loaded on to the FedEx semi-trailer on Wednesday, January 5, 2022 at 8:53 PM, which was the day before the customer first contacted us requesting cancellation. This can be verified by FedEx tracking records. FedEx service to this facility is such that parcels are loaded onto a semi-trailer and then once full the trailer is transferred daily to the lot until a FedEx tractor trailer truck comes to pick up the trailer and take it to the FedEx sort facility. Once the trailer arrives at the FedEx sort facility, it is offloaded and scanned in by FedEx for the first time. This is why there will sometimes be a few days delay between the package being labelled and loaded, until the first scan occurs. Unfortunately while the trailer is sitting on the lot awaiting FedEx pickup, it is not practical to completely offload hundreds and hundreds of packages to search for one single box. This is why a cutoff of cancellation is made once the package is labelled and loaded, even if the first scan by FedEx may not yet have occurred. Our customer service team followed up with the customer to inform that cancellation was unsuccessful. Several agents discussed options with the customer to return the product for a refund and the charge for return shipping. After several follow-up attempts by our team, the customer eventually stopped responding. We were notified by FedEx that the customer asked the carrier to return the package to sender. As we offer free shipping, we are not charging anything for the outbound shipping fee we incurred, however as we discussed several times throughout our correspondence with the customer, if the package is refused delivery or returned back to us due to change of mind, we do pass on the cost we have incurred from Fedex for return shipping fees in accordance with this policy. A full refund, minus the cost incurred for return shipping, was promptly issued to the customer on January 22. Please note the customer has also filed a dispute of the payment with her credit card provider and has received a temporary/provisional refund of the return shipping fee while the bank conducts its own investigation of the claim. We have endeavored to handle the case with the utmost care and professionalism and we are very sorry for the feelings of dissatisfaction and frustration the customer has experienced, and we have taken the feedback and discussed with our entire team as we look to improve our services in the future. Thank you, Top Drawer Furniture Consumer Response /* (4200, 11, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) My order was canceled on January 6th, yet the company sent the item out anyway on 14th, which was 8 days after the item was cancelled. Apparently, Top Drawer figured they could send it anyway and I would accept it. Top Drawer has not represented the facts correctly. Top Drawer claimed FedEx charged them $125.30 but when I called FedEx, I was told Top Drawer was only billed $93. That is a $32 difference. Do not conduct business with them; they are an unethical operation. How much is Top Drawer paying the Better Business Bureau to have an "A+" rating? Business Response /* (4000, 13, 2022/03/31) */ Greetings, As detailed previously, we received a request to cancel the transaction on January 6 but the request was not able to be honored because the package was shipped January 5. We regretfully had to deny the cancellation request for this reason, but provided the option to return the product for a refund. It is not our intention for you to keep something you obviously did not want, but the circumstances necessitated processing this as a return instead of a cancellation for the aforementioned reason. We are not sure how the return shipping cost you specified was determined but it doesn't match our billing from the shipping carrier. However, it is noted you have verified with FedEx that there was a cost incurred to return the package. At this time we are not members of the BBB and we have never paid anything to them. Our rating with them is independently determined without any monetary influence. We regret causing you any feelings of frustration or ill will towards our team and appreciate the feedback you have provided. We wish you all the best. Regards, Top Drawer Furniture Team Consumer Response /* (4200, 15, 2022/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do NOT do business with these scam artists - thieves and liars! They make things up to suit their purpose. It is not worth the grief they will put you through.

*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. ↩