Complaints

This profile includes complaints for Restaurant-Furniture.Com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Restaurant-Furniture.Com

  3023 N Clark St Chicago, IL 60657-5200

• 

  Restaurant-Furniture.Com

  3149 Dundee Rd Northbrook, IL 60062-2402

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:04/11/2025

  Type:Delivery 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.

  We recently received our order from restaurant *************, 2 months after we were told we would receive it. I had to call every week for those two months and constantly got the run around about weather and lack of workers as to why our items did not ship.After we got everything put together things did not look right. The table tops we ordered are not correct and neither are the wood seats we ordered. The table tops we ordered were supposed to be solid plank and we received the solid butcher block. They stated we already put the table base on so we must be satisfied with our purchase. The tables are not currently in use. The chairs we ordered were to come with a solid wood seat and we received plywood seats.After sending my initial email about the complaints they stated we could only return the chairs for a refund as they dont have the wood seats available that we ordered. I asked for an explanation as to why they did not have the seats and they could not produce an answer.When you go online to their website it still shows this as an option to purchase. We are asking that we receive the correct wood table top and solid wood seats.I have attached pictures of everything setup. The benches in the picture are exactly as described and we are happy with them. The chairs have the plywood seats on them which according to their website they do not even carry. I asked this of their manager as they had no explanation for this. We were supposed to receive the solid wood natural seats.Notice the table tops are solid wood butcher block not the plank solid wood that we ordered.

  Business Response

  Date: 04/18/2025

  We can clearly see from the pictures that the table tops are solid wood. The table tops are custom made and therefore non-returnable.
  
  From the pictures we see that your furniture is assembled and in use. That means that you are happy with the furniture and that they are good to be used. Despite that, we still can collect the chairs and issue you a refund if you are not happy with them.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23194601
  
  I am rejecting this response because:

  The business is correct, they are solid wood. The dispute is that the custom made table top was supposed to be solid wood plank. What the company made was solid **** ***** block. 
  The company incorrectly made a solid wood butcher block table top, that is NOT what I ordered. I ordered the solid wood plank. It is not my fault as the consumer that they made the incorrect table top. 
  The tables are NOT in use, I called and informed them of this as soon as I noticed something did not look right, I am not happy!

  Regarding the chairs, the metal frame of the chair is correct. I am asking that they send me the correct solid wood seat that I ordered. They sent me plywood seats, which according to their website they do not sell, why exactly where they sent?

  I am questioning how can a company that is selling through multiple platforms not provide me with the six wood seats that I ordered. Online they sell furniture through the following websites and every website shows that these wooden seats are available. 

  ***********************

  **********************

  **************************

  It seems ridiculous that they want me to send back the metal framework and the plywood seats when what I am asking for is the six solid wood seats to be shipped to ***
  

  Sincerely,

  
  ****** *******

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to respond and clarify the situation.
  Regarding the tabletops: The invoice clearly states Solid Wood Table Top, and that is exactly what was delivered. At no point during the ordering process was plank construction specified, and it does not appear on the invoice or in any written communication. The tops delivered match the product description and specifications provided at the time of purchase. These were custom-made to order and are therefore non-returnable.
  In addition, the tables were assembled. Regardless of whether they are currently being used, once assembled, the items are considered used and are no longer in resalable condition. This is standard practice across the industry and not open to interpretation.
  As for the chairs: We understand the customer is dissatisfied with the seats. To resolve the issue, we have offered a full refund upon return of the chairs in the condition they were sentthis includes both the frames and the seats. This is a fair and appropriate solution.
  In summary, the items delivered match the specifications on the invoice. While we cannot accommodate a return or exchange for the tables, we are offering a full refund for the chairs upon return, in line with good customer service.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23194601
  
  I am rejecting this response because:
  

  The tables that I ordered were indeed for the solid wood plank. 
  Here is the item #RFC-SWPL-SFCH-REQ-2...
  

  SWPL = Solid Wood Plank?

  Could you please provide the item # for the solid wood butcher block table top. 
  You list multiple tabletops for sale on your website, which would mean that every tabletop would have a separate item #. If you need a reference to what I am talking about it is in my initial email or you can look on your website.

  For example, if I ordered oak, I would expect to receive oak and not hickory. Both are solid ***** but both very different solid *****. Same with Plank vs Butcher Block. 
  

  Regarding the seats for the chairs, why are they not available? You still list them as available on your website?
  

  It is a huge hassle for us to return the whole chair when all you need to do is ship us the six seats we ordered. 
  

  Still no answer as to why you sent us plywood seats?

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/24/2025

  Thank you for your continued follow-up.
  To clarify once more: the item number you provided (RFC-SWPL-SFCH-REQ-2) matches the product you received. While SWPL may imply solid wood plank, this is simply part of an internal coding system and does not specify the construction method. Your invoice clearly states "Solid Wood Table Top," and the tops delivered align with the product description and specifications available at the time of your purchase. Nowhere in the order or invoice is "plank" or "butcher block" construction specified.
  These tables were custom-made to order and assembled, which makes them non-returnable. This policy is standard and noted at the time of purchase.
  Regarding the chairs: We acknowledge your frustration, and while we do understand your request to replace the seats only, this is not an option we can accommodate. The only resolution we are able to offer is a full refund upon return of the complete chairs in the condition they were sent. We believe this is a fair and reasonable offer.
  We have addressed your concerns thoroughly and respectfully, and appreciate your understanding.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23194601
  
  I am rejecting this response because:

  Below are descriptions of two separate items under the tables tab on your website:
  
  Premium Solid Wood Plank Table Top
  #RFC-SWPL-SFCH
  
  
  Premium Solid Wood Butcher Block Table Top
  #RFC-SWBB-SFCH
  
  
  What we received is the solid wood Butcher Block. Your company incorrectly made us the wrong item. We ordered the Premium Solid Wood Plank Table Top which is what is listed on the invoice as the matching item #.
  
  
  Still no answer as why you are unable to ship us the correct chair seats. According to your website these exact chairs are available to ship in 7-14 days?  Why are you unable to accommodate this?
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 an order of 10 barstools from Restaurant-Furniture.com on April 25, 2024. The standard shipping time they claim they offer is "7-14 business days," which is false advertising. Restaurant Furniture did not ship my order out until July 3rd, 2024!! These barstools were for my new business, which delayed my opening tremendously. During this period, they never advised on delays, and every time I reached out, I would have to wait two business days for an email reply.Unfortunately, it gets worse as Restaurant Furniture fraudulently charges their customer's credit cards without their permission. After my load was delivered, I got a $330 charge on my credit card from ************** Furniture, claiming it was for "liftgate charges." This is ridiculous as I never agreed to pay anything extra from my total invoice or was never informed. This is blatant theft; I wish I had read their other reviews before purchasing, as this is a common practice. Furthermore, they created fake documents to provide to my credit card merchant to allow them to authorize the transaction. I hope Restaurant Furniture gets hit with a lawsuit. They are a terrible company, crappy products, crappy service, and they're thieves!

  Business Response

  Date: 10/25/2024

  I am very sorry the customer is wasting the ********************'s time with this complaint.  The customer has already filed 3 disputes with **** which was ruled in our company's favor all 3 times.  AMEX is in agreement that the charge is a valid charge.
  If the charge was invalid, then **** would have not ruled this in our company's favor and returned the money to the customer.  The customer instead tells us that we are unethical for following AMEX's decision.  The very same platform the customer decided to turn to to originally mediate the issue.
  You are upset that AMEX ruled in our favor and are trying to use another platform to receive a refund for services that had been rendered and used by you.  This is unfair usage of the BBB Complaints System as well.
  Since the services were used, the charges are valid.
  The Proof of Delivery acknowledges the service was used.  The policy was agreed to when the order was placed and as such we are pre-authorized to charge after the fact for these services.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22466363
  
  I am rejecting this response because the company is continuing to tell lies and deceiving. It seems like I am not the only customer that has went through this with Restaurant-Furniture.

  It is quite obvious AMEX will side with you if you provide a fake invoice to them stating that I agreed to pay the charge.

  My question is, where was I notified about this extra charge and when did I agree to pay it before purchase? I agreed to pay the original amount on my receipt, NOTHING MORE.
  

  I have bought many large items from over 100 companies which required shipping, none of them charge you for delivery after the item is delivered. 

  You guys are frauds and I will leave reviews and on any platform I can find. It ***** that you guys do deceitful business to end up losing a potential life long customer over a $300 extra charge which I never agreed to.

  Lets be honest, you guys are a terrible company and your BBB rating states that along with your delayed responses and delivery time.

  Im praying for your guys shutdown or class action lawsuit.

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 11/06/2024

  Again, the invoice was not fake but a copy of the signed Proof of Delivery which is a legal document that was signed by you.

  You were notified about this on your original invoice as well as in the Terms and Conditions on our website that you agreed to when the order was placed.  Any order placed online requires you to check a box that you read and understood the policies.

  I am sorry you are unhappy with the situation, however your original freight quote did not include the extra services that were used.

  To  assist in satisfying you, we would be willing to apply what you paid for these accessories as a store credit on your next purchase.  Please let us know when placing the order so we can apply the discount to it.

  Thank you

• Initial Complaint

  Date:03/16/2023

  Type:Product 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 a custom booth on 9/17/2022 for $2660.94. That included $560.03 for shipping costs. Later I was charged an additional $125 for shipping. The booth arrived on 10/13/2022 damaged and in the incorrect color of vinyl. I was told that Restaurant-furniture.com would submit a claim to the shipping company on my behalf for the damages that occurred presumably during shipping. I was told I should hear back in ***** days from the shipping company. Later I was told that the shipping company had 120 days to respond. It has been over 150 days, and I have heard nothing regarding the damages. First I was told that the vinyl looks different in person than online. So I sent them a picture of the vinyl sample I received of the color I ordered, T07 Sand, next to the color I received, which was not close to the color I ordered. They said they received new vinyl and thats why it was different. But as of today 3/15/2023 they still advertise the T07 Sand that I ordered online as available. ************ replied by email on 11/1/2022 asking what I wanted them to do about the issue, and I responded that they could make me a new booth in the correct color, or in a color that they had in stock (assuming that the color I ordered was no longer available as they stated), or send me a refund for the incorrect booth that I received. I send that email on 11/3/2022. He never replied. I have called their customer service department several times, each time they tell me they cannot help me that I will have to speak to ************, the customer service manager, who has been having health issues and is often out of office. He has never taken one of my calls. They told me to email him and I would receive a response. I have not. I would like a reasonable refund for the booth. Images of the vinyl ordered as opposed to what I received, a photo of the damages to the booth upon receipt, and emails sent are attached.

  Business Response

  Date: 03/22/2023

  Hi ********,
  When you placed the order, you agreed to our policies in regards to colors and did not order any samples at the time of placing the order.  As the policy states, we cannot be held responsible for any color issues if the customer did not order samples before hand.
  
  You had not ordered any samples and the booth was manufactured exactly as you ordered and in the right colors.  You would not accept that and went as far as deceiving my sales people into sending you a vinyl card after the fact after our customer service department had stated to you it was no longer available to send out for completed orders.
  
  Between the time the order was placed and manufactured and the vinyl samples card was received by you, the vinyl batch had changed during that gap of time and our policy still stands. 
  
  In regards to the damages claim, the Proof of Delivery was signed without any mention of damage on it.  Unfortunately, this caused the claim to be denied as the carrier was unable to accept any responsibility of damages without notation at the time of delivery.  We had tried to appeal it as you informed us within a day of delivery, but the carrier would not accept the appeal.
  
  That being said, I understand that you do not like the booth and I would like to assist in that.  I can provide you with a full refund, provided that the booth is packed and wrapped on a pallet(s) ready for pickup and once received we could mail you a check.  Please send us pictures by email showing the booth is ready for pickup so we can make the arrangements.
  
  Thank you,
  ****

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19605361
  
  I am rejecting this response because: I would like further clarification.

  Sadly, I do like the booth. I just wanted one in the color indicated online, and not damaged. I think that anyone could understand that. There was no deception here. I was trying to show that it was different than the color ordered, and I was told that it was my eyes, or my screen that was the reason the color looked different. I trusted the business to deliver the color as shown on line. That was my mistake. 

  The shipper, delivered the booth in extra packaging. There were extra boxes on the outside of the booth packaging, that covered the damage to the booth. The extra cardboard boxes that were covering the booth had pictures of dining chairs and were covering the booth packaging, a couple times over, it took a long time to open the packing and I couldn't do it myself. Again, I was too trusting. As soon as I was able to open the packing I saw the issue. I added a picture of the delivered booth; it is taller than me. And is covered in layers upon layers of plastic. I understand that isn't anyone's problem but mine, but I did receive a damaged booth. And wanted to know if anyone would help me. So I asked if I could be helped. Didn't receive a response. That's why we're here. 

  I like the booth. And I truly wanted it. To say that I was deceptive regarding the sample requested, makes it seem like you have an issue with me. Or are angry at my attempts to get help or a response from someone. Namely, customer service, which is their job, so I asked. I asked multiple times via email if someone would help me or not. If I had received an answer that I couldn't be helped, I would have dropped it.

  So as far as next steps: If I'm receiving a full refund, including shipping, and I don't have to pay for return shipping in addition; I would end up ordering the same booth, in the color initially requested. So is the booth including the shipping going to be refunded? Or just the cost of the booth? Also am I going to be charged return shipping? Because if I'm not receiving a shipping refund, and I have to pay for return shipping, that would be about $1200, and I would be out a booth as well.

  Would you be willing to, instead of returning the booth, just to order another one; offer a partial refund of the booth? Partial, being up to your discretion. 

  Thank you for the further clarification. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/28/2023

  Hi ********,

   

  More than once we had explained to you that nothing could be done in regards to the vinyl color of the booth, but you persisted to receive a sample.  After the order was delivered, we explained to you the sample could not be sent out as you have the items in front of you in the correct color.  You had continued to send emails pretending that you were placing a new order to try and obtain samples and when that didn't work you called my salespeople to deceive them into possibly placing a new order, but the only motive was to order a vinyl card from us.  More than once, many times you contacted us and we explained in regards to the color there is nothing that can be done, but you didn't drop it.

  I don't understand the solution that you are requesting as you say you like the booth and I am sure all this time the booth has been in use.  I am not sure how we can provide a full refund for an item that you like and is in use.  

  We provided the booth in the original color you requested as well.

  I cannot provide a partial refund on the booth as it was delivered as ordered.

  What I can do is offer you a good discount on a new order should you decide to place a new one.

  Thank you,

  ****

• Initial Complaint

  Date:08/19/2022

  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.

  Hello, We placed an order for 24 plain back booths with full upholstery and 40 reversible table tops on 7/13/2022. The order total was $12805.58 including shipping. The total per booth is $391 and the total per table is $41. Shipping was $2172.14. The order was sent through central transport with tracking #*************. Upon receiving the pallets of items, we immediately noticed two pallets were damaged by the carrier and let them know. Then, we unwrapped each booth and found that 17 of the booths inside the boxes were damaged. The damages to 15 of the booths are quality issues, not carrier issues. 2 of the booths are from the carrier. 2 table tops are from the carrier. The booths have tears, wood splitting, scratches, holes, wood deformations, etc. These are all items that were under the protective wrapping and therefore were already there before they were sent. I have reached out to the company 3 times asking what they will do to correct the situation, but they have not responded. I am asking help in this matter as this is a rather large order that we cannot afford to replace.

  Business Response

  Date: 08/29/2022

  We are in the middle of working on a solution for the customer.  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17741981
  
  The company is offering a refund, however, they state that if any damages to the items happen in shipping they will not refund. They feel that the booths are not damaged except 1 or 2 of them. 13 of the booths were highly damaged with tears, broken wood, etc. 4 had scuffs and minor damage. All of them were not made of the material or quality promised. I have over ************************************** poor condition and damaged. We fear that when they receive the booths, they will claim they are not in the condition we received them in and not hold up to their end of the agreement with a full refund.

  We did have a written agreement that they would back their product, of which they are not doing at this time.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/01/2022

  We are picking up these items on our own expense even though our policy states otherwise.  We feel that the customer simply does not like the booths as we have not seen sufficient proof of the damages they are claiming.  We have not been sent over 100 pictures of damages.  The customer has yet to explain the issue with the material or quality and what they were promised.

  When the booths are received in our facility, we will send the customer pictures.  We are providing a refund in good faith and are sorry that the customer does not feel that way or fears that we would operate otherwise.

• Initial Complaint

  Date:07/25/2022

  Type:Sales and Advertising 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.

  On December 14, 2021, I spoke with a sales representative from restaurant-furniture.com to order furniture for our coffee shop. He emailed me a sample photo of the wood grain that I could choose from. I chose a wood grain with him over the phone based on the photo that he sent me. When the tables arrived, they were the wrong color and one of them was damaged. When I reached out to restaurant-furniture.com, I was told that customers must request a sample piece of wood before placing an order. At no point in the process was that every told to me. I asked him to send me a sample of the wood grain so I could confirm that I received the correct tabletops (my invoice stated the correct color). He told me that they were unable to send me a sample. Additionally, the delivery driver saw that one of the boxes was damaged and the tabletop itself was damaged. He said to go ahead and use the table and file a claim for the damaged item. We assembled the table and were then told that because we assembled it, they will not refund the damaged item. Finally, we were charged $175 for "inside delivery" of five tabletops. When the delivery driver arrived, my husband went out to get the tables and the driver asked him, "Would you like me to help you carry those through the doorway?" My husband said, "Sure!" We were later billed $175 for walking five tabletops over the threshold into our shop. At no time, were we ever told there would be a charge for the help.The dishonest sales methods, refusal to refund damaged goods, and un-approved added charges from restaurant-furniture.com have led us to file this claim so that other customers don't end up being treated the way we have been treated throughout this process.Thank you for your time.

  Business Response

  Date: 08/02/2022

  I am very sorry that the customer is unhappy with their experience.  The customer is not required to obtain a sample unless this is something that is important to them for their purchase.  Our production team has verified that the color that the customer received was correct.  Attached is the Proof of Delivery for the damaged tabletop.  We agree with the customer that it is damaged by the shipping company as noted on the Proof of Delivery.  We assisted the customer with a shipping damages claim.  The carrier required a repair invoice in order to provide damage compensation.  As the customer did not have a repair done, we could no longer pursue the damage claim.  This is explained in the attached email thread.

  The charges for Inside Delivery are valid as also stated in the attached Proof of Delivery and signed for by the customer that it was used.  As the service was used, the shipping company charges for the service, and in turn as stated on the order confirmation that the delivery does not include delivery to the door and the customer will be charged if used.  The signed section also states that there are additional fees for these services.

  We are very sorry again that the customer is unhappy, but we would like to offer them a discount on a future order.  If the customer submits a repair invoice, we would also be happy to provide that to the carrier to assist them with their claim and the compensation owed to them.  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17622262
  
  I am rejecting this response because the company is not accurately representing what they communicated to me both on the phone and via email. For example, their response here states, "The customer is not required to obtain a sample unless this is something that is important to them for their purchase.  Our production team has verified that the color that the customer received was correct." According to their email to me on May 4, 2022, I was required to order a sample before placing my order. They cite a "mutually agreed upon policy." yet there is no policy stated at any point in the ordering process that conveys this message. Additionally, I ordered over the phone with a sales representative who at no point in the process communicated to me that I needed to order a wood sample. Instead, he emailed me a photo of the wood grain options and told me to pick one verbally over the phone. I chose the "natural" color and my invoice accurately reflects this choice. However, the table color received was not the correct color. When I asked about the color mix-up, I was told that a sample would be mailed to me so I could verify that I did, in fact, receive the correct color. After two months of me telling them that I never received the sample, they then told me that they cannot actually provide me with a sample. I believe the reason they won't send me a sample is because the color is incorrect.

  Additionally, the company states that "the carrier required a repair invoice in order to provide damage compensation." This was communicated to me two months after I filed the damaged table claim. At no point did the company tell me not to use the table in the meantime (for reference, we are a brand new cafe that was opening and needed to have a table top since we had been waiting for weeks for it to arrive and couldn't be without a table, even if it was scratched and damaged). Now they're stating that because we assembled the table, we can no longer receive a refund for the damaged table that they agree (in writing here) arrived with a defect.

  Finally, the company is referring to delivery paperwork that my husband signed AFTER the delivery person helped him bring the table tops over the threshold of our front door. At no point did he say, "If I help you bring these boxes inside, it'll cost you $175." My husband never would've accepted his assistance if that were the case. Instead, the delivery person offered to help my husband bring them inside and then had my husband sign the delivery acceptance form. We later received a charge on our credit card for $175. 

  For the record, I have never filed a complaint with BBB. This company's practices are so deceiving and misleading that I had to file a complaint in writing in an effort to save other customers from the nightmare that we have experienced dealing with them. If you read through their BBB complaints, this seems to be how they operate their business, as many people are complaining about similar experiences with them.

  Business Response

  Date: 08/12/2022

  When the customer reported that she received the incorrect tables, the tables had already been assembled.  We have verified with our manufacturing department that the tables were manufactured in the correct color.  As per the policy the customer agreed to, in order to understand what the actual color was supposed to be, the customer needed to obtain samples first.  As samples were not obtained, the customer does not have any valid claim that the color is incorrect.  We were unable to send a sample as the customer had the correct color table in her possession and it would not be any different than what she has already received.  We cannot be held responsible for anything the driver has stated, we can only go by the paperwork that was provided to us.  We did not refund the table because it was assembled.  The table was not refunded because it was damaged and there was a pending claim on it.  The Proof of Delivery shows that Inside Delivery was used, which is exactly what the customer is confirming in her response.  As the driver provided the service, it needs to be paid for as is stated on the Proof of Delivery and in the policy.  We have tried to solve the claim with the carrier, however they require a repair invoice, which they can require per Federal Law and the customer is unable to provide one.  Without that invoice, the carrier cannot provide the compensation for the damage.

   

  We are very sorry that the customer is not happy with the experience, but everything was done according to the mutually agreed upon policy.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17622262
  
  I am rejecting this response because the claims that the business is making are untrue. In the very first sentence, the business states "When the customer reported that she received the incorrect tables, the tables had already been assembled." That is false. The tables were received on May 3, 2022. The photos that we sent to the business showed them unassembled with damage (attached here). Again, the claim that the customer MUST order a sample before placing orders with the business to ensure correct color is not stated anywhere in the ordering process. I will reiterate that the sales rep who took my order over the phone (*********************) sent me a photo of my color choices over email WHILE we were on the phone and told me to choose a color verbally while I placed my order with him. At no point in that process did he tell me that I needed to order a sample or that the "natural" color would look nothing like the product I would receive. I still find it odd that the business refuses to send a sample of the "natural" color after agreeing to send one when we complained. We have been waiting for 3 months to receive the sample so we could verify that we did, in fact, receive the wrong color and now they are saying they won't send us a sample...seems a bit suspicious. Why not just send a sample to give the customer peace of mind that what they paid for was what they received?

   

  Additionally, the business states, "We did not refund the table because it was assembled." We filed the complaint on May 3, 2022. After not receiving a solution from the business for weeks despite reaching out multiple times, we finally assembled the table tops for our June 6th opening date. On June 10th when we asked the business why we still had not heard anything about our claim, they then asked if we had assembled the table top (knowing that our opening was June 6th). I stated that we had to assemble it to have something available while we were waiting for the claim to go through (at no point did anyone tell us NOT to assemble it while we were waiting for a response). The business then said that because we assembled it, the claim was canceled. Now they're trying to say that we assembled the tables the day we reported the damage (the day we received them) which is simply not true and doesn't make sense with even their own timeline of events.
  
  Sincerely,
  
  ***************************