ComplaintsforInterior Define
Furniture Stores
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning
- Consumers allege after making a purchase from the business’s website and receiving a shipping confirmation, they never received the item purchased.
- Consumers allege issues with the furniture including items not matching set ordered, items delivered with damages, or stains.
- Consumers allege that the company has stopped all communication with consumers for returns or issues with the furniture and items purchased from the website.
On 1/6/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
As of 1/24/2023 the business has not responded to the BBB request to address the pattern of complaints.
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
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had a very hard time actually getting my couch. To be fair.my order was made during COVID. But they repeatedly ignore my calls and emails instead of just letting me know what was going on. After receiving my couch the real disappointment came after I received the product. The pillows are coming apart at the seams. The couch cover itself is coming apart at the seams. The biggest problem is the back couch cushion. It has completely lost its shape. The cushion is no longer the back of the couch-but rather a long lump that in some places sits only 4 or 5 inches above the seat of the couch. A couch that should have lasted through the end of my life (I am 72) is falling apart and essentially unusable.Initial Complaint
06/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a sofa from Interior Define from their website on 05/23/2022. The furnitture delivery kept getting delayed and the order eventually was never fulfilled. Filed a claim with ****** ***************** *** as suggested on 02/24/2023 after the seller could not fulfill the order.Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The reason that we didn't file a complaint sooner for merchandise (a sofa) purchased from Interior Define in August 2022, is that we were first told that the sofa would come in June 2023 and then we learned that another furniturecompany was taking over for Interior Define. We were further informed that this new company would refund monies to customers like me who had never received the merchandise. I attach the Proof of Claim (and acknowledgement email) that I was told to submit by June 2023 in order to get a refund. i naively thought that it would lead to a resolution of this issue. Since then i have been trying to reach the settlement administrator and was told only recently that the settlement pot was never funded. That Interior Define has "stolen" my money and that of other customers. Even worse, i received a catalogue in the mail from Interior Define around the holidays showing that they are still selling furniture! This is thievery. plain and simple.Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a sofa on 05/03/2021 for $5,695!!! The f-*** leg broke off, the alligator clip fell off!! And now I hear they went bankrupt and I cannot get my $6 grand couch fixed - I AM SOOOOO MAD!Initial Complaint
01/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a piece of furniture (ottoman in 43" in length) in October. It took 4 months to deliver, a wrong size (39"). Their customer service line is always automated (customers are directed to the company website) and it takes them several days to respond.Initial Complaint
12/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a ***** Leather ottoman from Interior Define on 6/11/2022. Order number *********. Full payment of $851.44 was fully charged but item was never delivered. The order inlcuded 2 year protection plan through mulberry. Received notification that order would be delayed and to check website through early 2023. Order never delivered but no refund was issued. No responses received from the business. The product is still listed on the company's website. We would still like to receive the product.Initial Complaint
12/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered two ****** chairs and a couch on June 1st 2022 which they said would arrive in November of 2022 when reached out to customer support told that the company was sold and that they were looking to fulfull as many orders as possible. I finally received loveseat in Feb 2023. I had two remaining chairs which I was told would be delayed. Emails continued into 2023 with Mar 20th email stating " We do not yet have an update on when the swivel chairs will arrive, I am very sorry for that. We expect more information in the coming weeks. As we work to restart production, your order will be manufactured, and we estimate that your custom pieces will be ready to be delivered by December,2023. For any non-custom pieces, we will be reviewing further, and for any parts that we cannot produce, you will be issued credit to place a revised order." I have continously reached out with no answer until finally on December 12th "We know that the process regarding your outstanding order with the former Interior Define company has been difficult and frustrating. We too are so sorry for the turmoil this may have caused you. To be clear, this order was placed with the former company that was liquidated at the end of 2022, and the new company does not have access to this order or the funds paid for the order. **** spent the last several months negotiating with partners, who were also hurt by the insolvency, hoping to find agreements and funds to get your order delivered.While we tried to get every order fulfilled, we are not able to fulfill your order. Regretfully the new company has no oversight over the claims process or its outcome. You can read more about their update on the Assignees site here: *************************************************** regret to inform you that there is no further assistance we can offer you in regard to this order placed before 12/29/2022..Thank you for your understanding."I don't know how this company is allowed to continue.Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We received the wrong color couch from Interior Define. After waiting 10 weeks to receive this couch and then having received the wrong one, we were hopeful to experience help from Interior Define customer support to remedy this issue and it has been nothing but helpful. We cant get ahold of anyone via phone, go days without response etc. Were now having to wait until next week for more contact with customer support and every week that goes by is another week wasted in figuring out this issue and us not having a ************* space. Unacceptable.Ive attached a photo of the couch we received (silver one on the right) next to the couch we ordered (dark Couch on the left). The rendering of the couch we were supposed to report is from their website.Initial Complaint
11/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My wife and I purchased a chair from this company for $970.82. We waited for months to get the item. According to the company, they've gone out of business and would not give us a refund. They waited months and months to relay this information to us pushing us outside the 6 month window to dispute the charge. We currently have paid ~$1000 for nothing. We have received nothing and have not gotten our money back.Initial Complaint
11/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Initial Production and ************************** claimed **** weeks lead time, delivery was actually received 20 weeks later with absolutely no in-*********************** from Company. Multiple attempts to reach the company during lead time were unsuccessful.Poor Product Quality and Failures:1) Within weeks after receiving sofas, sofas started breaking down with little or no use, as we had not yet even moved into the property where the furniture was delivered. Seat cushion zippers failed, sofa legs failed. Product was unusable. Sofas were not designed to withstand the advertised options (cushion cover zipper too weak to accommodate weight of down-filled bench-style seat cushion; sofa legs too small and weak to support sofa itself, let alone sofa with live load on it; sofa sags in middle with little or no live load on it).2) Company was successfully reached by telephone after multiple attempts. Company **************** agreed to replace seat cushion cover but would not warranty cushion cover zipper. Company sent replacement sofa leg which failed precisely as first one did. 3) We replaced sofa legs with our own after-market purchase and paid for independent installation of legs.Replacement Communications and ******************* could not be reached by phone or email in spite of more than a dozen attempts during 6 months after ******* cover replacement request was submitted. 2) 6 months after ******* cover replacement request was submitted, we received a computer generated bankruptcy notification from Company stating that another Company had obtained Company's pending orders. Company voice recording indicated that Company **************** no longer existed. No further communications from the Company were received.3) 2 years after cushion cover replacement request was submitted, we received the replacement cushion cover. Replacement cushion cover zipper has failed.
*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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
845 total complaints in the last 3 years.
25 complaints closed in the last 12 months.