Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered item Jan 2, 2022, from Dream Home Interiors online. At time of order the manufacturer estimate time of delivery was ***** weeks. I called the store to make sure I was reading information correctly and i spoke with *******. She confirmed the estimate delivery date. I placed order and paid in full via my **** credit card. On 6/23, I called the store to get an update and was sent to voicemail. The following day I received an email from *************************** informing me that the item was still in production and new expected delivery date was the week of 7/18, per the manufacture. ******** included her Sales manager (********************** and *************************) CEO in the email to assist me with other options. I replied to her that i would wait the additional 4 wks. 7/28/22, I still hadn't received the item so, I called and requested cancellation and refund in full of my $1016.49 due to unavailability. On 7/29/22, I received a phone call on my landline from *************************. He then informed me that the item was available for shipment as soon as Monday 8/1/22. Once shipped, he would have Display Cabinet in his warehouse by the end of the same week and would delivery to me same day. After such a long wait and his sincere apology, I agreed to wait one more week. **************** followed up our phone conversation with and email confirming the new delivery agreement. 8/11/22, item still haven't arrived and again I requested refund via email. *************** responded back 8/15, that he was sorry and thought the issue had been resolved. He assured me that I would have refund within 5-7 business days. Today is 8/27/22 and I still haven't received the refund. My emails are no longer being responded to and I can't get anyone on the phone during business hours. I know that i have been misled and taken advantage of. At this point, I'm questioning if the Online Shop ever existed.
Business response
09/01/2022
We are so sorry for this! The refund was processed through the credit card processor but did not complete due to the original transaction date. When we realized this occurred we overnighted a check to the customer for the full amount with our apologies. ************* has confirmed she has received this and thanked us for handing the matter. At DHI we pride ourselves on addressing all issues as quickly as possible and this one did not receive our normal efficiency. We truly appreciate being able to resolve this and how kind and understanding ************* has been with us.Customer response
09/01/2022
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,
***********************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.