ComplaintsforUSA Outdoor Furniture
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
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April of 2022, I purchased online an outdoor patio table (*********** brand) in the amount of $1,282.65. This was a customizable table that was made in *******. It was advertised as having a lengthy delivery time. This was a gift to my son who resides in *******. On the day of the purchase USA Outdoor Furniture withdrew the total amount of ******* from my checking account. They continue to be in possession of my money. Starting in April of 2023, we were being promised that the table would be delivered by the end of each month. The issue was always with production. It was not delivered until July 10, 2023, at my son's address in ******* after it had sat in a warehouse 2 hours away waiting for a 'rescue' delivery service to come pick it up since June 30th. Upon delivery, the quality of that table was horrific. Photos were shared with *** from USA Outdoor furniture and *********** who both are in agreement that it is of poor quality. I filed a complaint against *********** and was told I filed against the wrong company and needed to file against ***. After several emails and offers and counter offers, we are now at a point where I want a full refund BEFORE they come to pick up the table because I do not trust them. They want to come to pick it up at my sons address and then donate the table to a local charity and then give me my money back. Based on the history with this company, it is difficult for me to understand why they can as a business take my money from me for 15 months prior to delivery of the table and they will not reciprocate, yet they are willing to donate the table to charity.Business response
08/01/2023
We have offered the customer 3 options for the issues with the order.
1. Complete refund to return the table.
2. Keep the table as is with a 50% discount.
3. Donate the table to a charity for a full refund.
Customer response
08/01/2023
Complaint: 20401085
I am rejecting this response because as I explained in the original post. USA OUTDOOR FURNITURE withdrew the entire amount of money for the table the day order was placed online. They had my money for 15 months before I received the product. I received several delayed promised dates for delivery starting in April 2023. Now I do not trust that I will get my money back once they are in possession of the table. I have asked for my money back first, then they can pick up the table. The table is at my son's address in *******. I reside in ****. They will not do that. However, they are now wanting to come pick up the table, donate it to charity. Once they have the receipt of donation, I will get my money back.I have several emails that I would be happy to share of our communications. I was originally told by *** at *** furniture that we could get a replacement table in 5 weeks. then I was told within hours that *********** was no longer making those tables so that was no longer an option. then 24 hours later, I received an email from *********** that they would make a replacement table with an estimated delivery date of mid-August. Since this was a gift to my son, I had him and his wife make the decision.
After receiving disrespectful and rude calls and emails from *** at USA outdoor furniture, *** made our decision easy. We no longer wanted the table, partial refund, replacement, we only wanted a full refund. The only stipulation was that I received my refund BEFORE they picked up the table. This is where we are right now. *** conducts his business by taking money from the customer 15 months prior to the delivery of the product and the customer is to trust that they will get the product. However, *** will not return the customers money before he picks up the table, we have made very clear we do NOT want, and *** is willing to donate to a charity. Once he picks up the table, I have nothing to ensure that I will receive my money back.
Even though I have asked ***, what have I done that raises concerns that he will not get the table back I have received no response, except offering to donate the table. I asked for an explanation behind that suggestion, I received no explanation. ***'s word means nothing, and I have no faith that I will get my money back if I return the table first.
Sincerely,
*********************Business response
08/04/2023
The customer is in possession of the table. It has been recognized the customer is not happy with the quality of the table and we have offered 4 reasonable resolutions as described below:
1. Replace the table with a 3-4 week production lead time. Pick up of the defective table.
2. Keep the table as is with a $600 refund.
3. No cost return of the table with a full refund.
4. Donate the table to a local charity for a full refund.Customer response
08/04/2023
Complaint: 20401085
I am rejecting this response because the business owner is now saying that I have said the table is in multiple locations so he is afraid that if he gives me a full refund I will get a free table. I have never stated the table would be anywhere but at my son's address in *******. I have stated several times in emails with multiple people copied on the email that we do not want the table, we do not want a replacement. I want a full refund. I have several emails that I would be happy to share to support what I'm saying. I have also just uploaded photos of the table to share the issues with the table. Both the manufacture (***********) and the distributor (***) have stated in an email the table is of poor quality.I just offered to contact the county ****************** where the table is to confirm the table is there. ******* is dealing with wildfires and having to evacuate residence.
Sincerely,
*********************Initial Complaint
01/04/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
We ordered a table on July 8, 2021 and after numerous attempts to get updates from them, we no longer can get anybody to respond to us. I have attached an excel spreadsheet which details all of our attempts in date order as well as a letter that was sent to them on December 14, 2022.
*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
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.