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:10/30/2024

  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 ordered 10 barstools and had a careful conversation regarding height and measurements over the phone with *** Peers. The specifications do not match what I was sent. The measurements are incorrect as per the specs. The barstools are 2 inches lower than I need/per specs. They claim I can return them at my cost less a 30% restocking fee. This is unacceptable. They ignored me for weeks. I have called and emailed photos and videos. I finally spoke with upper management **** ******* who says They have a policy that can change the specs at any time without notice. I feel this is extremely unfair business practice.

  Business Response

  Date: 11/19/2024

  We want to assure you that we have not ignored your concerns and have responded to every email you have sent. I personally consulted with our ***************** team regarding the chair height. Over the past 20 years, we have sold thousands of these bar-height chairs without receiving any complaints about their dimensions.

  
  While we understand that you may be dissatisfied with the items, we respect your right to return them in accordance with our return policy. To address your concerns, if you choose to place a new order, we are happy to waive the restocking fee and extend a courtesy discount as a gesture of goodwill.

  
  Our return policy is a standard and fair business practice that was agreed upon at the time of purchase. However, we are committed to going above and beyond by offering these additional accommodations to ensure your satisfaction.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 ordered a set of stools in Dark Blue. I received Teal Green, but Restaurant Furniture will not accept them back or issue a refund.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 ordered bar stools from them. Less than a week after receiving them the stools began to fail dangerously. The lets are extremely flimsy and bend rendering the stools unsafe and unusable. Reached out to support and they dismissed my claim and said nothing was wrong with stools despite photos showing the legs clearly bent.

• Initial Complaint

  Date:10/30/2023

  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.

  Put down what was supposed to be a refundable deposit for diner booths 9/6/23 for $14,000. Nothing was custom and would have existed in their warehouse. We found what we needed for 1/2 the price. When we went to get our deposit back on 9/18 we were told they would have to keep a 30% restocking fee. This information was under shipping on their website it is almost virtually impossible to find, which is why we were under the impression that the down payment was 100% refundable A check was supposed to be mailed out. We never got the check. Just called the company to inquire about the check. The receptionist told us that the check was mailed out a month ago for the amount of $5800. We have not received any check or any form of refund. We can also not get anyone in management to return our calls.

  Business Response

  Date: 11/08/2023

  Hi *****,

  
  I am sorry that you are unhappy with the outcome of your order.  Attached is your order confirmation in which you approved our companys policies as well as a copy of our terms and conditions from our website.

  The items you purchased are as follows:
  7 Wood Booths, some being singles, some being doubles, and circle.  The order confirmation shows the measurements you had chose.  Your invoice itself shows that EVERYTHING on this order was custom.  It is impossible for us to have a booth of every measurement, vinyl, and fabric available in stock and ready to ship.  All of our booths are custom except for our quick ship ones.  It is stated directly in the product page located here: ***********************************************************

  It states more than once that this is a custom item on the product page.  I have also included a screenshot for clarity.

  We never agreed to a fully refundable deposit.  If you have any documentation that states that it was refundable, I would really like to see it. 

  Our Terms and Conditions specifically state the following:
  RETURN POLICY
  Cancellation of order is possible prior to the production or packaging of the items ordered. Custom made products (using upholstery materials, special stains or finishes, size or shapes) cannot be returned or cancelled at any point because they were manufactured based on your specifications. You may be able to cancel or return items that are "stock items". All cancellation requests must be done in writing and emailed to [email protected] - please ensure you state your order #in the email.
  
  Returning or cancelling an order with "stock-items", involves a re-stocking fee of 30%. This also applies on orders which were packaged but were cancelled prior of shipping. In case of a return, you will forfeit all shipping expenses paid by you.

  Additionally attached is an email where you had stated yourself, If you build banquets Ill get the dimensions.  This shows that you understood this was custom, otherwise why would we need any dimensions to a booth that was in stock with pre-set dimensions. 

  When your designer reached out to us to cancel, we showed you again the policy that you agreed to as well as the invoice that you approved that linked to that policy.

  You replied claiming that you were not in the loop and that your designer approved terms that you never agreed to. This is not our responsibility.  She was acting as your approved agent.  She was hired by you.  Whether or not she is young and whether or not she made a mistake is not a valid defense  (as you stated), when she had to actively check a box that she agreed as well as press a button to approve.  She is your employee (directly or indirectly),an adult, and you appointed her.

  We informed you that raw materials were purchased for your order.  We informed you that the order not eligible for cancellation or any refund NO MATTER WHAT.
  That being said in order to help you out,we offered to provide the 30% restocking fee as a courtesy that we did not have to do so you would receive some kind of refund instead of none as we believed this could be the start to some nice repeat business.
  As you had planned to place another order of tables, again as a courtesy we offered a 15% restocking fee on the original deposit, but if you are not placing the order than we have no incentive to discount that fee.

  You responded that there is no responsible way to see our policy.  This is untrue, it is in the order confirmation and it is your responsibility as the person who is making the payment and releasing funds in the form of a check to understand those terms before payment. It is also on our website.  You state the terms were approved by someone who doesnt represent you and that is an invalid defense.  She was placing an order on your behalf and you mailed a check based on that invoice, which you must have seen in order to do that.  You made a complaint that there was confusion because so many parties were involved.  This confusion was never on our side.  You only dealt with one of our salespeople, it was on your side that kept bringing extra parties into it.

  Your response was to take us to court and that your partner is a lawyer, which is fine to do and is your right, but instead of doing that, you made a BBB complaint with false accusations.
  The check was mailed to you the next day. 

  We cannot be held responsible for the US ********************* ********** will not return your calls as we require this sort of conversations in writing and you were already dealing with ************************* the *** of our company as well as making threats to pursue this through the justice system.  There is also nothing more to discuss in regards to this order.  Whats done is done.
  If in the next 4 weeks you have still not received the check, please send us an email and we will check with Accounting about issuing a new one.

  
  Thank you,

  *********************** **************** Manager
  

• Initial Complaint

  Date:09/13/2023

  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 placed my order for a custom L-shaped booth for my home on July 20, 2023. While placing the order, I called and spoke with a salesperson because I had a question about the direction of the booth. While speaking with the salesperson, he asked me if this was for a home or a business and informed me that the booths are made differently if they are for a residential home, and that such booths have a smaller corner wedge so that they can fit through a residential door. I was happy that he alerted me to this, and he told me he would make note of this on my order. After speaking with him, I trusted it would be taken care of accordingly. When I received the booth in late August 2023, I was disappointed to find that it could not fit through the door either straight in or sideways. I tried multiple different ways of fitting it through, but it always got stuck on something. This was very frustrating given that I had specifically discussed this with the salesperson. RestaurantFurniture.com has been completely unwilling to correct their mistake or to even help in any way. They say that because I do not have a written record of me requesting a ****************** they will not take any action. The fact that I spoke with a salesperson who said they would note that this was for a residential home does not seem to matter to them. I do not wish to force them to completely re-fabricate this booth as that would be expensive and wasteful, but as it is the booth is of no use to me. It is just sitting in my garage. My proposed middle ground is for me to find a local furniture maker who can remove the legs so that the booth can fit through the door sideways, and then reattach them once it is in the house. I do not have the tools or expertise to do this myself, but a furniture maker should be able to, and this would be far less costly and wasteful than completely remaking the booth. I would like RestaurantFurniture.com to reimburse me for the cost of this work.

  Business Response

  Date: 09/26/2023

  Hi ****,
  
  I am very sorry to hear that you are unhappy with your experience.
  
  The invoice does not state that there needed to be certain measurements required for the corner section of the booth.
  
  In the absence of such instructions, we are unable to know what the measurements of the door is that is required for this booth to fit in to and therefore it has been manufactured exactly as it was ordered.
  
  I am very sorry, there is very little that can be done as this was manufactured properly according to your invoice.
  
  Thank you,
  
  ***********************
  Customer Service Supervisor
  **********************
  Tel: **************
  *********************************

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  As I explained previously, when I spoke with the sales representative I was told that the booths are manufactured differently when they are for a residential home.  The business has not disputed that they manufacture the booths differently when they are for a residential home.  I informed my sales representative that my order was for my home and he told me that it would be noted in my order and that the booth would be manufactured with a smaller corner wedge so that it could fit through a residential door.  My home has a 36" wide front door, which is the standard size, so there should not have been any need to explicitly state the size of the door.  If the business requires confirmation of standard measurements like that, or if their sales representatives are speaking with customers about fitting furniture through residential doors but do not actually know what the standard size of a residential door is, then they should explicitly state so and require that information from purchasers.  I took them at their word when they told me that they would manufacture the booth to fit through a residential door.  If they needed more information to fulfill that promise they should have asked.  Either they did not note it properly in the order or it was not manufactured correctly, but either way I should not have to live with their mistake.  For what it is worth, I estimate it will cost about $500 to have the booth altered by a local furniture fabricator so that I can fit it into my home.  I do not believe I should have to absorb this cost just to get what I was owed from the company from my original order.

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

  Business Response

  Date: 10/03/2023

  As stated before, we are a manufacturer manufacturing custom furniture.  If someone needs for an item to fit through a certain place, we must be informed and provided with the measurements.  If we are not, then we manufacture accordingly to a standard commercial doorframe.  I am sorry that the item does not fit your door, but again the order did not state it needed to be manufactured to fit a certain opening nor with a separate corner.  We manufactured the order properly according to how the order was placed.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  The business admits that this was manufactured for a commercial door even though I specifically told the sales rep it needed to fit through the door at my home when I was placing the order.  He tole me that they knew how to make this to fit through residential doors and that it would be noted on my order and manufactured accordingly.  I don't know why I have to keep repeating this over and over, but it is clear that they did not manufacture this the way that the sales rep told me it would be done.  Based on the fact that the sales rep told me that there were two ways they manufacture these depending on the type of property it is going in, I took it to mean that they have done this before and knew how to build it to fit through the door at a residential home.  That wasn't just me inferring; it's what their sales rep told me.  It seems pretty obvious to me that either they did not make the proper note on my order, or the note was not followed, but either way this is the business's responsibility.  If they needed a specific measurement in order to manufacture this correctly, they could have asked me when I was discussing the property type this had to fit into with them, rather than manufacturing it wrong and telling me after the fact that they needed a ******************.  Again, to clarify, my home has a standard size residential door and I was told the booth would fit through the door for a residential home so this should not have been an issue.

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

  Business Response

  Date: 11/02/2023

  For Complaint 20597797,

   

  I would like to continue with the following response:

   

  In the mutually agreed upon policy, it states that we can manufacture the segments based on our own restrictions.  As nothing was stated by the customer, thats what we did.  A PDF of that policy as well as your order confirmation where you agreed to this policy is attached.

   

  Thank you,

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

  Customer Service Supervisor
  Restaurant Furniture .Net
  Tel: **************
  *********************************

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  The business continues to state that I did not inform them of my restrictions on dimensions when I in fact did.  I don't know how many times I can repeat this fact.  

  I was able to have the booth altered by a local furniture fabricator and at this point I am only requesting a reimbursement of the $190 I paid to that fabricator.  Setting aside some other issues I have with the design and construction of the booth, which is disappointing given the price I paid, I am willing to accept it and part ways with the business amicably if they will agree to reimburse the $190 and make me whole for the amount I had to pay out of pocket,

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

  Business Response

  Date: 11/03/2023

  Our company did not agree to reimbursement of *************** to the product.  There is nothing wrong with the product as it was received exactly as was ordered and *******************.  Our policies are clear and you agreed to them when the order was placed.

   

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  The booth was not fabricated as I requested nor what I was told I would receive.  I have explained this many times and the business continues to talk past me and not address the fact that I specifically discussed this with one of their sales representatives while ordering the product.  
  

  I am aware that they have not agreed to any reimbursement.  That is why Im my last correspondence I stated that this is a request.  If the business does not want to entertain this reasonable request, then this back and forth is no longer productive.  If they can please confirm to me in writing that they do not intend to take any action to rectify their mistake, I will end this back and forth and pursue this with their state ************************ instead.

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

• Initial Complaint

  Date:08/08/2023

  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.

  On 4/17/2023 we placed an order for ********* from restaurantfurniture.net. This was for 88 chairs and 12 tables of varying sizes. Before we put an order in we received color samples from the company and chose the "natural" color sample which is a clear coat over the maple wood. We clarified this with the company before we ordered to make sure we were not missing anything. The estimated delivery time in email was 5-6 weeks which landed on 5/17-5/24.I followed up multiple times each time receiving a different date and different answer. It was pushed until 6/19, 6/30, 7/14, then finally was delivered on 7/20.During this time we pushed off inspections with the state Liqour control, the local fire, and police. I was able to get some exceptions to get reviewed initially but still needed furniture for final approvals in order to open. When the furniture finally did come we noticed the color was off after someone had put table legs on 3 of the tables. I held off assembling anymore while I tried to get ahold of restaurant furniture.net. They took a few days to respond all while we still had to set the tables up for inspections. They finally responded but in order to not have delays in inspections and openings we had to set the tables up. Restaurant furniture explained the color was different because the color of the metal legs were different and they changed all the wood to match. They did this without asking or mentioning that this would happen. They offered to replace the table tops only or refund the purchase if not used or attached to table legs which was too not an option. They offered a 4-5 week rework time which would force us to not be able to open. Additionally I have no reason to trust they would hit timing. A week delay is costing us roughly $6500 in rent and salary, ignoring lost earnings.I asked for a replacement of our tables without impacting our opening, money to refinish locally, and then to just settle a 20% discount. They refused all options.

  Business Response

  Date: 08/16/2023

  We would really like to explain our side of the story as well as provide a more satisfactory response for the customer and the ********************, however the customer has already filed THREE disputes with their credit card company.  This was the customer's choice of forum to submit a complaint.  We cannot reply until the dispute has been finalized by the Credit Card company.  Additionally it is against *********************** rules to process any refunds after the dispute process has started so we cannot provide any compensation at this time even if we were able to.  

  I am very sorry that the customer is wasting the ********************'s time as we are already handling this case in the forum they chose to originally complain.  We do not think it is fair that the customer is also filing a dispute, while filing a complaint with the BBB.  The customer is trying to publicly blackmail our company into providing compensation that was never discussed and was demanded by him while simultaneously stating to the credit card company that he did not get what he ordered even though it is all assembled and used and requesting a full refund from them.

  We provided multiple solutions to the customer, but the customer did not accept any of them.  The options the customer provided were never sanctioned nor offered by us and were completely unreasonable.

  We would be happy to clarify our position and what we had offered and let the BBB decide on the case after the customer's THREE (3) disputes have been closed.

  Thank you,

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

   

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20443013
  
  I am rejecting this response because:

  
  

  I do not accept the response from the restaurantfurniture.net company.

  
  

  They state that they have offered solutions but in my emails that I have uploaded you can see they are not real solutions and are only offering things that can not be accepted. What they are offering can not be accepted due to the delay in delivery. I proposed other ways to fix the error and they have refused those. Instead I asked for a discount and they still refused. All communication was uploaded in BBB for review.

  
  

  As for the credit card disputes, 2 of them are unknown charges and I said I would drop with any clarification as to what those are. The company did not clarify so they are still there. I am ok to drop if I am aware of what those charges are.

  
  

  For the deposit dispute. I put this in place after the credit card company told me that is how to handle good that were delivered not as ordered which is what is stated in the emails I have uploaded. 

  
  

  I have no intention to blackmail anyone. I originally asked for the correct products to be delivered and the incorrect products to be returned without interrupting my business. After being told that was not possible I then asked for a discount. Since I am forced to accept products not to the spec I ordered or risk serious damage to the business I proceed to file a BBB complaint. Again, all communication and pictures have been uploaded for full transparency.

  
  

  Thanks,

  ********;

  
  

  
  

  Business Response

  Date: 08/29/2023

  Everything was sent to the customer properly and he has been informed if he does not like the furniture that is of a perfect quality and is clearly being well used in his restaurant.  If he does not want to keep the furniture, we are willing to pick it up for a refund, he just needs to email us with pictures of the whole order packed on pallets ready for pickup.  If the customer is not interested in a refund, then this customer is happy with the ******************** and simply wasting the BBB's time until the disputes have been closed.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20443013
  
  I am rejecting this response because: as stated multiple times in communication we are not satisfied with what was delivered because it was not what we ordered. We would love to be able to send the furniture back if we had the correct furniture delivered before hand. To repeat what we have stated, due to the delay in delivery we can not send the furniture back because it would cause us to close down our restaurant. We have to live with it, as it is a better option than losing business. The furniture is non inherently bad but it is not what we ordered and we should not be forced to just accept an unapproved change in color.  

  If the company ships us new furniture first then we can absolutely send back the current furniture we have. This is what we have asked for multiple times. Alternatively we would have accepted the 20% discount offered to other complaints on BBB for similar errors. 

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

  Business Response

  Date: 09/05/2023

  We cannot agree to anything as you have filed a dispute with the credit card company. We cannot accept used furniture as a return which is why we need to restain the ones you already have and if they are in use and you do not want to part with them, then that means they are considered acceptable by you and you are benefitting from them.

  I will no longer address the request for a 20% discount as that has never been offered to you and was explained multiple times as to why we cannot do that for perfectly good items that are in use and there is no such thing as a BBB discount, we decide how to discount on an individual basis of each order.  Additionally, cardmember association rules do not allow a refund while a dispute is in progress.

  I request that the BBB closes this case as the customer has been provided all solutions and refuses all of them and he is wasting the BBB's time by trying to negotiate while involved in a credit card dispute.

  Thank you,

  ****

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20443013
  
  I am rejecting this response because:
  
  

  All replies from the company consistently lack acknowledgment of the constraints placed on us due to the delay of their delivery. We were told a 5-6 week lead time for the furniture and instead received everything at **** weeks. If we received the furniture in the original time estimate we could have accepted the companys proposal. Since we did not, we proposed alternatives that would work within the new time constraints. We would gladly accept replacement furniture in accordance with what we were told we would receive. Again, the company did not deliver what we were told we would receive. 
  
  
  I bring this up to BBB because I believe the company understands the position they placed us in and are not in good faith working to help us but instead only providing options they know we cant reasonably accept. They consistently ignore all comments around timing. They provided a different product then what we agreed to and left us with no options that could fix it without losing significant money. They also refuse any settlement. I believe BBB should have this reflected in their rating. 
  
  
  Finally, to reply to the companys point that since we use them they are considered acceptable. The quality of the product has nothing to do with our use of it. We had to use it whether we like it or not due to the time constraints the company had placed us in. Just like electricity and water, a table is required in a restaurant. We did not agree to the finish of the table and we do not want the color. We want want we ordered, however we had no choice but to use them while we tried to work something out with the business. 
  
  
  As noted previously, all communication is attached to the complaint. Details on timing, sample acceptance, and our communication on the issue is needed.

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

• Initial Complaint

  Date:07/27/2023

  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.

  This business is a joke and I wish I had read some of the other reviews on this site before giving them my money. I placed a custom booth order over the phone with *********************. **** put the order together and sent me a link to confirm. Unfortunately there was an error on my order that I missed because I didnt expect **** to make such a big mistake.the mistake was a the Double. Which I know now I should have known meant that I was confirming the wrong booth. No photo of what I should expect was part of the confirmation. Coincidentally, the error he made cost me an additional $1000. Maybe it was a commission grab? Maybe **** is incompetent? Your guess is as good as mine. The customer service experience since Zachs error and been nothing short of horrific. They have bad attitudes (noted in other reviews) and take no responsibility but their mistake. A customer service agent did agree with me that the wording is confusing and she made errors when she started working for restaurantfurniture.net. There sales manager. ****, hung up on me after he made me confirm the delivery even though it was wrong and also told me I would be fined if I didnt let the driver leave. Im sure they will respond with some ***** they have with every other review on this page. Taking no responsibility and offering terrible customer service.Ill never use them again and I advise every one to find another vendor for their furniture needs.

  Business Response

  Date: 08/16/2023

  Hi *******,

  I am very sorry that you are upset with your experience.  We are only able to manufacture what the customer has approved in the order.  It is up to the customer to confirm their order is right as these are custom items being manufactured for you.  We do not provide photos with our quotes and orders as they are available on our website.  If there are any questions about the product, answers can usually be found on our website.

  As stated already, there is no mistake for us to be responsible as it is what you ultimately approved yourself.  The customer service agent was empathizing with you and I'm sorry if you felt misled while we were trying to console you on the phone.  We do not want our customers to feel like they ended the call on a bad note.

  You received exactly what was ordered as shown at the following link on our website when you match the item with the item on your order confirmation (Attached for the BBB to review). *****************************************************************************-222687,2501-179397,2489-105757,2490-105788,2496-105813,2497-105816,4788-222549,2500-106042,2502-,5170-236606

  When you click on "Double" a diagram shows up with how it looks as well as its dimensions.

  As you have ordered a custom item, it cannot be refused at the point of delivery.  It was manufactured for you according to your specifications.  The items manufactured were correct as that was what was stated on your order confirmation.  It is true that you would have an issue with a "Driver Detention Fee" if you keep the driver on site for too long.  Every LTL carrier has this policy and I was warning you so there would be no other charges posted to your account as long as the driver left within the time limit stipulated in the carrier's tariff.  If it was refused and brought back to our facility it would have been waiting for you to pick up as we do not accept returns on custom items.

  That being said, even though it is custom, however you have stated you do not have a need for them, **************** has given me permission to provide the following solution, which is not a usual one that we offer:

  We can pick up the booths at your expense, return it at your expense, sell you new single booths with a nice discount, and we can provide you with a refund for the original order after we try to sell it on our website at a discount for you. The refund provided would be at the price we were able to sell it at, such as 40 or 50% off.  I know it is not the best solution, but given the circumstances this is really the best we can offer.

  I'm sorry if the phone was hung up on you, it was not intentional, sometimes we do have issues with phone systems and calls do get dropped.

  Thank you,

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

   

• Initial Complaint

  Date:07/08/2023

  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 ordered 40 Commercial 300 pound rated barstools from Restaurant Furniture.net in February of 2022. We picked them up after March 31st, 2022. The chairs were ALL defective. They have plastic sleeves that hold the bearings for the swivels. The plastic comes loose and the bearings fall out. Also 5-6 of the chairs have defective welds that broke on the seats.We notified the company of the issue on March 20th, 2023. We have been emailing back and forth since that time and sending them pictures and videos of the issue. Their response on July 7th, was that the chairs are out of warranty?

  Business Response

  Date: 07/18/2023

  Hi *****,

  I am very sorry about this experience.  I see we are working with the ** Department to provide you with better answers.

  Thank you

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20291331
  
  I am rejecting this response because: we have been talking to their QA department for months with no resolution.
  
  Sincerely,
  
  *****************************, Treasurer Vfw **** Auxiliary

  Business Response

  Date: 10/25/2023

  Hi,

   

  For complaint ID, ********, please reopen the case and inform the customer the following:

   

  I have the free replacements as requested being packed up and will be ready to ship soon.  I have also informed you in a separate email.

   

  Thank you,

   

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

  Customer Service Supervisor
  Restaurant Furniture .Net
  Tel: **************
  *********************************

• Initial Complaint

  Date:06/30/2023

  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.

  I placed an order of 2 booth chairs on january 27 2023 restaurantfurniture.net then i received a order confirmation email regarding my order from january 27 2023-march 14 2023. A representative from that store sent me an email that i have to approve it for like 3 times. Picture below is the proof. Then at the middle of march i received a deliver of another 2 chairs which i did not order. They charged my credit card without my consent. I reached out to them to fix the issue but they are not cooperative because according to them they cannot accept it since its a custom order. I filed a dispute to my credit card company they said im liable to it because i cannot provide anymore documents other than the ones i provided. On top of that they charged me another $350 for shipping fee which i am notified about. I asked them for a proof that they sent me the order confirmation email regarding the 2nd order that their system placed without my consent but they cannot provide it to me. Pleasw advise thank you.

  Business Response

  Date: 07/07/2023

  Hi ******,

  2 orders were placed on 2 separate dates with 2 ********** order numbers both approved registered to your IP Address.

  We shipped the 2 orders as they were placed and confirmed by you.

  The proof is the approvals with your IP that 2 were ordered.

  I am sorry that you are upset, but your credit card company agrees that two separate orders were placed and that is why we are unable to provide credit for these orders as well as the items being custom, manufactured as per your requirements on the orders.  Custom items are non-returnable.

  I do not see any additional fees, however you may send an email to inquire and I will be happy to assist.

  Thank you,

  ****

• Initial Complaint

  Date:05/30/2023

  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.

  I have placed the order on 03/24 with order number ****** then they said it will get delivered by end of April, even after first week of may they did not delivered, so I was calling them every other day to find the status, they had no answer. Finally I got delivered order but that was only half. I have only received table and bar stool frame not seat. How crazy I felt without seat on stool I can not put it together. Again I started calling them but they said shipping company lost my pallate, so they need one week, which I gave 2 weeks but no response. As company they have never responded or understand how bad it it! I called them today for refund but they said they cant. So they neither they refunding nor giving my furniture.

  Business Response

  Date: 06/23/2023

  Hi,
  I am very sorry about the issues you had with the carrier, I do see that the order was delivered complete on June 2nd.
   
  Thank you,
  ****
   
  Also, we are not receiving email notifications and that is why we are not receiving these complaints.
   
  Is this why our rating went down?
   
  What can we do to bring it back up?
   
  ***********************