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:06/20/2022

  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.

  I purchased couches from Hidden Treasures on 6/11/22. I paid more than $3000 for these couches and did not receive and kindy of return policy. When I received them they were too big for my living room and did not look like the ones they had on the floor. The ones at the store had a bunch of pillows on them that made them look better than they really are. I called to return the couches on 6/13 and 6/14 and I was told that there was not a return policy and that I could not return them. After explaing why I did not want them I was told that they would pass the message on to the owner and that he would contact me. After calling everyday for 1 week, the owner never contacted me and was never available to speak. On Monday 6/20 I called and spoke to Bo, the sales manager and was told that the owner would not contact me and that the answer was no. I was told that they never told me the owner would contact me, that he was not going to contact me, and that I could not not speak to the owner. Bo was very unprofessional and rude, spoke over me, and did not offer any kind of resolution to this issue. Instead told me essentially that it was too bad and that I should take the problem up with my husband who picked up the couches. I told him that I would take in store credit and purchase other couches from them to try to resolve the issue and was still told no. I asked to speak to the owner multiple times and was told no and that I could not return something just because I didn't like it. Even though I explained multiple times that they did not fit and were not what I wanted. I have still not seen a return policy of any sort and there website is blank under return policy. I am now stuck with unused, ugly couches that are too big sitting in my living room. I will never purchase anything from Hidden Treasures again as they are unprofessional and rude and hide behind a blank return policy.

  Business Response

  Date: 06/20/2022

  There are three lies in her review/statement.

  1. To begin with she mentioned that the sectional she purchased is not the same one that they have in their home. This is FALSE. 

  2. She mentioned that she talked to Bo, the store manager. This is FALSE. 

  3. She also mentioned that the sectional was decorated with pillows when she purchased it. On this sectional there are armless chair pieces and corner pieces. With every corner piece you get a pillow. (That's how they are boxed from the supplier). She bought one corner piece, which means she should have received one pillow. So partially FALSE. 

  On this sectional purchase, they came in and bought it and when they got it home it was too big so we allowed the return of one piece so that it did fit for them. (We don't allow returns on open box goods). So we made an exception to our rule and allowed them to bring back one of the pieces. Very friendly and professionally. When she called the first time she was told there are no refunds, returns or exchanges. She proceeded to treat our team very very poorly. She also mentioned in phone conversation that her husband bought it and she didn't know. (That is between them, not us. Also, she was in the store with her husband before they purchased it). She also told us on the phone that it fits but she doesn't like the way it looks. She said it was ugly, but she purchased them...... We will gladly send pictures of the sectional they purchased and compare them to the sectional they have at home. It is the same one. We did everything very honestly and friendly on our end. We did not pressure them into buying. We allowed a return where we typically don't allow returns on the one sectional piece. There are no damages to the product.  

   

  Customer Answer

  Date: 06/20/2022

   
  Complaint: 17452325
  
  I am rejecting this response because they lied and gave me falso hopes by telling me that the owner would contact me and he never did. I thought that it would be to resolve the issue. They are now calling me a liar and telling me that they never said he would contact me. They refused to let me speak to the owner. They did not give me a chance to speak when I called because the sales manager spoke over me. I said that I spoke to the sales manager. They never mentioned any return policy when I purchased the couches, their receipt says to contact the store for returns and refunds so I assumed that there was a return policy. The couches have not been used and are only sitting in my living room as decoration now. I assumed that I would be receiving the ones on the floor that more than one pillow and corner pieces like they mentioned. They did not make it clear that I would only be receiving one corner piece and one pillow and never made there return policy clear or mention that they did not have one. The sales manager treated me poorly when i offered multiple soultions the issue and did not care to listen or try to resolve the issue.In regards to the "lies" they said I told:1.The couches I have in my home do not have two corner pieces and more than 1 pillow like the ones they have in store on the floor.2. I mentioned I spoke to Bo, the sales manager. Maybe it was not Bo, but it was the sales manager. 3. The store model couches have more than 1 corner piece and therefor have more than 1 pillow. I was not given the option to get another corner piece. I explained that the couches were still to big after trying to make them work and fit in my living room. When I called the first time I was told there was no returns or exchanges but after explaing why I did not want them that said they would have the manager contact me which never happened. I never told them it fits, I said they were too big and not what I wanted. I was nice to everyone I spoke to and was simply trying to explain my frustrations the last time I called and was treated very very poorly by the sales manager who interrupted me, spoke over me, and told me it was too bad. They were not honest about their return policy from the beginning and did not mention that there was not a return policy when I purchased them. The sales manager was not friendly when I spoke to him and did not offer any sort of resolution even though I explained multiple times the couches had not been used. :
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/23/2022

  Good afternoon BBB. On her first phone call she was told that there are no refunds, returns or exchanges. We made an exception and allowed her to bring back one of the pieces so that it would fit. She continued to call and harrass our team, demanding the owner, demanding our store manager and treated our team very poorly. We are not going to refund, exchange or give her an in-store credit. Honestly, we are okay with her never coming back. It's sad because they were so pleasant to talk to and work with here at our store. Her and her family came in and picked out the sectional, we helped them and loaded up what they bought. She bought a different configuration than what was on the floor, (same sectional, just different pieces) hence, the difference in pillows. We can attach pictures if necessary. No one ever promised her a phone call back. Nor did she ever ask about a return policy and the answer would have been the same then as it is now. We are not responsible for how product looks in each persons home, nor can we measure each persons home to see if EVERY piece of furniture will fit. That is on her and her family. We hope you guys at BBB have a great summer! Thanks for your time! 

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17452325
  
  I am rejecting this response because this business is not professional and treats their customes poorly after they have concerns or complaints! Also they are apperantly liars too. Never once did I harass any employee. I called everyday because I was promised that the owner would contact me. Everytime I called I was told that he was not in and would contact me when he was. I will never go back to this business to give them my money or recommend them to anyone. I was never given options about this configuration of the couches. They just gave me what they had and then said to deal with it and that it was too bad. Horrible business and customer service. They are only nice when you are giving them your money. They never tried to help me or offered to resolve my complaint. They didn't even listen to my complaints or ever offer me a differnt configuration of the couches that I spent over $3000 on. For being a family owned business, I expected a lot better customer service. They don't even have an actual return policy or tell their customers that there are no returns when the item is purchased! :
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/20/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 recently purchased some couches on 6/11/2022 for $3000. I was given a receipt They but never given a return policy. The couches do not fit in my living room and are not what we wanted at all. In store they had a lot of pillows on them that made them look a lot better than they really are. We spoke to them on Monday 6/13 and Tuesday 6/14 about returning the couches and were told that they cannot be returned and that there was not a return policy. After telling them why I did not want the couches, they said they would have the owner contact me about me returning the couches. After 1 week of calling everyday the owner still never contacted me. On 6/20 I spoke to the sales manager who was very unprofessional and rude and told me that the owner would not be contacting me because I was already told there was not a return policy and that it was just too bad. I told him that I was told the owner would contact me and I was waiting for the owner to contact me and he said that he would not be contacting me. I asked to speak to the owner and was told no. I told them I would take in store credit and buy other couches from them to resolve this issue and was told no and to take the problem up with my husband since he is the one who picked them out. I will no longer be buying any products from this establishment as they are very unprofessional and rude. The couches have not been used and are just sitting in my living room now as ugly decorations that are too big for my living room.