ComplaintsforOttone and Nera LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having ordered the 72" O&N floating vanity in oak, we had to chase the carrier to discover that the item was stuck at **************. When we did manage to get the vanity delivered, we were disappointed to discover that one of the two vanities that make up the piece was severely damaged during delivery. We also found that the quality of the vanity was not to the specification we had expected, a point we made to O&N. To be fair to O&N, they offered to send us a replacement or give us a credit of $300 against a $1,558.20 outlay. In our haste to close the matter, we quickly accepted the credit, but on reflection we feel that the quality of the O&N vanity is so inferior that we now wish to return it. ****, O&N is refusing to accept the return and are presumably refusing to refund us what we paid. O&N has offered to send us a replacement vanity, but given the quality issues of the vanity, this is not an offer we wish to accept. (Note that the vanity was purchased online as O&N does not have a showroom within traveling distance of where we live.) We are undergoing a master suite (bedroom/closet/bathroom), laundry room and outdoor renovation and, having made a quick decision to accept a $300 credit, we feel that it is sharp practice of O&N to refuse to accept the return of the vanity in circumstances where it was damaged and there are enduring and serious concerns about quality. (Note: whilst the amount listed below is $1558.20, after the $300 credit, the amount outstanding is $1258.20.)We also spent with O&N $1,000 on an LED mirror, a point which seems to be irrelevant to them as they manage this matter with the vanity.

  

  Business response

  01/12/2024

  Hello,

  The customer initially submitted a claim and was presented with two choices:
  
  1. Accept a $350 discount as complete settlement of the claim and arrange for repairs through their contractor.
  2. Receive return labels for the return of both base cabinets.
  
  On January 4, ****, the customer chose the first option, leading us to issue a $350 credit for the order. Subsequently, on January 11, ****, the customer requested a full refund instead. To proceed with a full refund, we require the return of the vanities. We plan to reach out to the customer to organize a return pickup.
  
  For further details, please refer to the attached record of the interaction.

  Best regards,
  ****

• Initial Complaint

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vanity (ORDER ********* ; tracking number: *********) on 9/12/2023 that was supposed to arrive in 3-7 business days. Today is 10/05 and it has not arrived. I have not received any explanation for the delay. I request delivery and $300 compensation for the delay.

  

  Business response

  10/06/2023

  We sincerely regret the delay caused by the holiday season and would like to extend a 10% discount to compensate for any inconvenience this may have caused you. This discount will be refunded to your original payment method.

  Customer response

  10/10/2023

   
  Complaint: 20702102
  
  I am rejecting this response because: I appreciate the 10% refund, but I have not yet received the vanity, so I cannot accept the business response yet.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/27/2023

  The delivery was made through Maersk freight service on October 6, 2023, and it was signed for by ****. However, shortly after that, the customer filed a complaint. You can find the tracking information for this shipment under pro number *********, and the shipment details are included as an attachment.

  Customer response

  10/30/2023

   
  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,
  
  ***********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Vanity that was shipped thru multiple shippers was damaged. The damage was concealed in shipping carton ,discovered upon opening of shipment Company was notified, then the circle jerk begins, emails phone calls,(nobody answers during normal business hours) response we have to file a damage report. Not my problem they provided shipping.We paid for a product and expect speedy resolution, so to finish a customers project.

  

  Business response

  09/26/2023

  We sent a replacement on 9/14/2023. The tracking number for the base cabinet replacement is 378312675 via ************** Services. Interaction with customer attached.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our vanity drawer face became damaged, and we are looking for a replacement. My wife has been speaking with the company for months, trying to get a replacement drawer front. The company keeps saying they will do something about it, and never does. We just want it fixed.

  Customer response

  09/21/2022

   
  Complaint: 17916844
  
  I am rejecting this response because it provides no resolution.
  
  Sincerely,
  
  *************************

  

  Business response

  10/03/2022

  Please note that the shipment was delivered without exception on 05/26/2021. A copy of the delivery receipt is included with this letter. This is considered evidence that the goods were delivered in the same condition as received.

  Since this order was delivered a year and half ago, we don't have the same model available for replacement. Our new model's color are quite different. 

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered two bathroom vanities with countertops from O&N floating vanity (Ottone and Nera LLC.) and received the product in late January 2022. I hired a contractor to install them in March. I found some surface coating defects on the 60 double sink countertop. However, I could do nothing since the contractor already installed it and it will cost more labor fee to replace this. I thought I could live with these defects. But as I continue using it, the porous coating defect areas get dirty very easily and bacterias grow inside, making it very difficult to clean. Thus I contacted O&N floating vanity seeking for a solution. I even accept re-coating the surface of my current one if they can provide any coating material. However, they first said that the defects were caused by misuse of the product or chemical erosion. I pointed out that these regular porous defects cannot be generated by cleaning using household cleaners. Then they replied that they cannot ship a free countertop to me because I have used it for half a year. But on their website, it says 1 year warranty for coating defects. I here seek a full refund of the 60 double sink countertop.

  Customer response

  09/21/2022

   
  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. ↩