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:04/11/2024

  Type:Delivery 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 ordered 2 chairs from Restaurant Furniture 4 Less on March 14, 2024.I have yet to receive them. I called them 2 weeks after ordering and was told theyd reorder it. After another week of no communication I emailed yet again and was told another shipment was sent. It had not arrived. I want my money back.

  Business Response

  Date: 04/15/2024

  Thank you for addressing this situation on behalf of the customer in the complaint filed April 11, 2024. We want to acknowledge that the customer did indeed place an order with us, and we deeply regret the delay caused by unexpected issues with the shipping label. As soon as we were made aware of the problem, we took immediate action to investigate and rectify the situation. A replacement order was issued to the customer on April 4th, and it was promptly picked up by ***** on April 5th, which was communicated to the customer through automated messaging. We were pleased to learn that the order was successfully delivered to her on April 12th.

  Our system automatically sends out emails, including order confirmations and shipment notifications, to the email address provided by our customers. While these messages are generated systematically, we understand that email settings vary and our communications may inadvertently end up in spam folders. 

  We want to assure you that we take our commitment to customer satisfaction seriously, and we strive to provide the highest level of service to all who trust in us. We hope this response provides clarity and reassurance about our dedication to working with our consumers and our ongoing efforts to improve our services.

  Finally, please note that the best way to contact us if there is a problem with an order or purchase is to reach out at *********************************** so a specialist may work directly on the issue. 
  Customer Care (TJ)
  

  
  

• Initial Complaint

  Date:03/08/2023

  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.

  I ordered 100 chairs 80 arrived damaged and cushions were missing. I contacted the company for a full replacement by the deadline I needed the chairs by and if they could not deliver the replacement by the event date then I would need a refund. Restaurant Furniture 4 Less was unable to deliver them in time and has yet to send me the refund promised. Please refund me as I notified the company within a timely manner and it was even noted in the delivery receipt by the driver that the chairs were damaged .

  Business Response

  Date: 04/21/2023

  Dear BBB, thank you for allowing us the opportunity to respond to this complaint.  An earlier response was not possible as the customers complaint was being handled internally and resolution was not available.  In order to best understand the manner in which this case has been closed by us please allow me to provide details chronologically. 
  
  The customer has filed a complaint with the ******************** stating that 80 of the 100 chairs she ordered were received damaged. She has provided the same 3 photos to the BBB that she provided to us. Each photograph shows a small-to-medium size hole in a box and none of which show any damage to the product within. 
  The customers order was delivered via RYC Roadway on Monday 11/28/2022. The customer contacted us on Saturday 12/3/2022 stating there had been damage to 8 chairs and she was missing 12 seat cushions. The customer subsequently provided the same 3 photos she attached to this complaint. As a standard procedure, our Claims Representative requested photos of the damaged chairs. The request was sent via email on 12/7 and 12/8 to the same email address provided in this complaint. On 12/12 an email was sent to notify the customer that with no response the case would be closed and on 12/13 special authorization was given to simply ship the customer 8 chairs at no cost without photos of the alleged damage.  A replacement order was issued on Order #********* and 8 replacements were sent at no cost on ***** Tracking ************ on 12/13/2022 and delivered to the customer on 12/15/2022. 
  On 12/18/2022 the customer reached out to us again wanting replacement chairs or a full refund. We requested photos of the damaged chairs again and on 12/28 and 12/29/2022 we notified her that without the necessary documentation (photos of the damaged chairs) we would close the file again.  On 12/23/2022 a deep investigation was conducted on this case, and it was found that while we had graciously sent 8 chairs to the customer, we had not sent the 12 cushions she stated were missing. Therefore, to please the customer, and without supporting evidence, we shipped 12 seat cushions to the customer at no cost. This Sales Order #********* was sent via ***** tracking ************ which was delivered to her on 1/6/2023.
  
  On Jan 4, the customer contacted us to advise it was not 8 chairs damaged but 80 and she wanted a full refund for her order.  Again, we requested photos of the damages the customer maintains left 80 chairs unusable and again the customer failed to provide proof of damage. 
  
  On 2/27/2023 the customer reached out to us again wanting a full refund of her purchase. The claims department explained to her that we had been asking for photos of the damage for months, we had shipped 8 replacement chairs after the first contact and subsequently sent 12 seat cushions. The customer has yet to provide any photos of a single damaged chair.  It was further explained to the customer that the lack of response resulted in the window of opportunity to file a claim for shipping damage had passed.  We invite you to examine the photos provided by the customer and you will fully understand why no additional compensation was extended.
  I have reviewed the case file extensively. As the customer never supplied the information requested multiple times, we had no option but to close the case.  While I know this is not the outcome the customer would have liked, I believe we have shown that our organization has gone above and beyond to work with the customer and resolve her issue. We hope that going forward she will be able to provide requested information in sufficient time to allow a vendor the opportunity to render a claim decision in her favor. 
  Finally, please note that the best way to contact us if there is a problem with an order or purchase is going to be to reach out at *********************************** so a specialist may work directly on the issue. 
  
  Customer Care (TJ)
  
  

• Initial Complaint

  Date:11/06/2022

  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.

  I ordered a Hercules Series Black " Back Swivel Metal Barstool - ********************* Seat fromRestaurant Furniture and received the bottom portion of the stool September 6, 2022 stating the order was partially shipped. I waited a couple weeks and had not received any communications from the company and called to inquire about the order. The person I spoke with stated the back of the chair was on back order. I waited a couple more weeks, now in October and called. The person on the phone informed me that I cancelled the order and I advised I had not. He stated that he would contact the warehouse to complete my order. I waited a couple more weeks still no product or information. I called again and was told that the top portion of the order was coming from a different warehouse. She said she would contact them to send my order. On October 29, 2022, I sent a note to customer service. On November 3, 2022 I received a poorly packaged wooden seat with screws and no drill holes. The bar stool is still not usable. I sent another message to customer service letting them know my order is still not complete and I want a refund.

• Initial Complaint

  Date:09/20/2022

  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.

  This company is intentionally deceptive. We purchased a couple of restaurant grade barstools that ended up as poor quality and not as described. Restaurant Furniture 4 less would not stand behind their product. They take every action to ensure any product a customer buys is not returnable. They use loopholes to ensure they do not have to take care of any issues that might arise. They are not straight forward with their return policies. Any information has to be hunted down. Restaurant Furniture 4 Less charges 35% restock fee and forces the customer to pay for return shipping also, making any items purchased basically unreturnable unless it's paid for twice over. This is a highly Unethical business.

  Business Response

  Date: 10/19/2022

  Dear BBB,
  You have asked that Restaurantfurniture4less.com provide you with the facts in responding to this customer complaint.  The customer placed an order on 9/11, it was picked up by ***** 9/13, Tracking #************ and delivered to customer 9/15 per ***** URL https://www.fedex.com/fedextrack/?trknbr=************&trkqual=12024~************~FDEG
  

  Customer *************************** contacted us on 9/20/2022 stating that she wanted to return the 2 barstools she has purchased. Her Reason for Return: Sizing of the item was not as expected and decided to return. We verified that the customer is aware of the return policy
  
  Our Response to the Complaint:
  Please note that the customer contacted us on 9/20/2022 with buyers remorse. She stated that the size of the items she purchased was not as expected and no longer wanted the barstools.
  She ordered and we shipped the ***************** Chrome Barstool with Black Seat which can be seen at Restaurantfurniture4less.com here: https://www.restaurantfurniture4less.com/BFDH-D-100.html?dwvar_BFDH-D-100_configColor=Black&cgid=#q=Bruno%2BDouble%2BRing%2BChrome%2BBarstool%2Bwith%2BBlack%2BSeat&start=2 .  As you can see on our publicly displayed site, all the specifications, dimensions, and measurements for the product is provided.
  

  The customer has accused us of being duplicitous in our return policy when that is simply not the case. Restaurantfurntiure4less.com clearly provides our return policy on our website homepage. It is at the bottom of the page, under Shopping Information and plainly marked as Returns. We are very clear regarding our return policy, both on line as you can see here: https://www.restaurantfurniture4less.com/returns-warranty.html and during our communication with the customer on 9/20/2022.

  The customer had an idea of how these stools would look in her space which did not match the reality of the product, even though exact measurements had been provided. The customer has been approved to return her items and receive a full refund, less the restocking fee and has chosen not to do so.
  

  This complaint registered with the BBB is harmful to our reputation as the accusations are untrue in every way. Therefore, we respectfully request that this review/complaint be removed from public view as there is categorically no substance in the complaint.

  
  Thank you for your time, ************* (TJ)