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:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a table pad several years ago which included lifetime warranty. When contacting customer service, feedback received is that they are unable to find my order as they cannot go back that far - ~15 yrs and as such recommend a new purchase be made. There's no mention in the purchase that the warranty would not be honored if they archive the order in their system. I'm looking for the warranty to be honored as the table pad has come apart.

• Initial Complaint

  Date:12/04/2023

  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 November 6, 2023 I ordered a table pad from ******** website for ********** shaped dining room table. I ordered the correct size for the main table but made a mistake when I measured the 2 leaves. When I received the pads the leaf pads were wrong which I admit was my fault. However, the other two capsule shaped pads do not fit my table. ******** refuses to make it right. I am not asking for a refund. I am asking that they remake the capsule pads to fit my table. I will pay for the leaves since this was my error.

  Business Response

  Date: 12/04/2023

  She ordered her table pad online.  She chose a capsule shaped table.  Her table is not capsule shaped, it has a patterned end which is not a semicircle.  We delivered a capsule shaped table pad, exactly as ordered.  Everything we make is custom made to order.  This is her mistake in how she ordered, not our mistake in how we made it.

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They have made no agreeable solution.  My table is capsule shaped as you can see in the picture I provided. I feel like they take no responsibility for their actions.  I am out $485.  It seems to me they should have reached out to me prior to making the pads to make sure measurements were correct.  They seem to be in the business to take advantage of customers.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/27/2023

  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.

  I ordered table pads in December - waiting forever to get them, and it came missing one piece (leaf) which I ordered and paid for. Tried emailing and calling numerous times and no responses to anything. They took my over $300 and ghosted me. My dining room table has not been functional because of the missing middle leaf piece.

  Business Response

  Date: 04/17/2023

  Customer ordered online and did not order a leaf.  Pad was sold based on square inches and he did not pay for a leaf. 

  They said the pad fit fine, but it was missing a leaf.  I told them they did not buy or pay for a leaf but that I could sell them one and they declined.

  We made a custom product and delivered what was ordered.  We stand behind what we make and would fix any defect in our product, but there was none.  
  

  They are just unhappy that they didn't get a leaf that they didn't order.

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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 ordered a table pad from ******** through their sales representative, ************************* ************************) on July 1st, 2022. I paid $323.80 (US$) for the item at that time. Order number is/was 2CSR00019061. I was assured that the table pad would be shipped in 6 to 8 weeks. Near the end of August, when I had not received the pad, I contacted ************************* via email on August 23rd (after having NO LUCK in attempting to contact him several times by phone). He replied later that day with the following message. "It is in our shipping department so any day you should receive an email with a tracking number for Fed Ex." Having received no indication of shipment, I again attempted to contact ************************* on September 9ith by phone (with no success) and then via email that same day. I received no response. I then phoned ******** shipping department a few days later and advised them of the situation. The representative checked and said that there had been a problem with the manufacturing process, and the pad would have to be "re-cut". She assured me that the new pad would be shipped out before the end of the month (September). I advised her that I would attempt to contact them again if I had not received the item (or any notification of shipping) by mid-October. I tried contacting their shipping department yesterday (October 10th) but was only able to leave a voice message. Today is October 11th. I have received no notices nor any shipment, nor any reply/replies to any of my phone messages. I tried phoning ************************* at extension 110 today with no luck. So I decided to try some random extensions, and left a message describing my situation at extension 112.I have pretty much given up on this company and believe them to be a bunch of scam artists. I would like to get my money back, and I would like to put this company on notice with The Better Business Bureau that they are crooked and dishonourable.Please advise as to how I should proceed.

  Business Response

  Date: 11/16/2022

  Sorry for the issue.  We have reached out to the customer and have resolved the issue and going to ship the table pads out asap.

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and will accept this solution if the vendor ships the product by the mutually agreed date of Dec 14, 2022. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/17/2022

  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.

  Apr 21, 2022 - Order Number ***********5. - CSR:************************* Ext. 110 I ordered a table extender pad. April 21, 2022. After waiting months, the pad finally arrived damaged and stained. I reported this immediately, and after many attempts finally was informed they would make another and send it within a month. It took another 2 months, but I finally received the 2nd one. This one arrived looking used and it was stained and dirty. The manufacturing is uneven and there are puckers in the pad. In addition, the cover that was sent with the damaged pads does NOT even fit the pad. This is totally unacceptable.I have been trying to reach any to return the pad and get a refund. I was finally connected to a person who said they would issue a full refund and they never called me back or issued the refund. Since this time I have been unable to reach anyone via email or phone. I am very disappointed in my experience with this dishonest company and I hope you can assist me in getting a resolution.Sincerely,Jan

  Business Response

  Date: 08/19/2022

  We are sorry the customer is having issues.  The first picture shows damaged in shipping.  I have reviewed the remake order and see the remake for the damaged product was put into the system on 6/27/22 and the remake was sent out on 7/25/22.  That is not 2 months that is one month and everything is hand made and custom made to order.  From the pictures of the second card table extender it looks good.  The seam down the middle of the extender is a built in hinge to make the product stronger.  That is how the first one came to the customer as well.  This product hangs off the table and makes the table larger.  It has to be strong enough to accomplish this.  We do not offer refunds on custom made products.  The picture I see of the remake pad looks good.  

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  This is the 2nd table pad extender they sent me.  It is ALSO damaged and stained, as you can CLEARLY see in the attached photos.  

  I want a FULL REFUND IMMEDIATELY.  This company has mislead and lied about the quality of the product they provide.  

  If a company is unable to manufacture a quality product after 2 attempts,  a full refund should be issued immediately.

  Thank you,

  Jan
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************

  
  

  Business Response

  Date: 08/24/2022

  We will refund the customers money.  It was damaged in shipping and we can claim that with ******

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  Thank you for the offer to refund my money. 

  Please show proof of refund.  Once I have this, I will accept this offer.

  Thank you,

  Jan
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************

  
  

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I filed a complaint about ******** Table Pad sending damaged and poor-quality products. The company agreed to refund my payment of $180 but NO refund has been issued. When I call the company (many times) they place me on hold for hours without anyone taking any action. THIS COMPANY IS TOTALLY UNETHICAL AND HAS NOT ISSUED the promised refund.

  Desired Resolution:

  Refund

  
  
  Regards,
  
  *******************

  
  

  Business Response

  Date: 09/02/2022

  The refund was issues on 8/25/2022.  For the full amount paid.  Not sure what is going on here with this customer.

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  Although, I STRONGLY advise NOT ordering from this company. THis has taken many months to resolve and only after complaining to the BBB did the company finally agree to refund the payment.
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/13/2022

  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 have been trying to get a corrected table pad for several months now. My original order was back in January. The end pieces were wrong so I sent in a tracing for replacement. I have spoken to at least 4 people at the company, and left messages and sent emails. On the phone they seem to listen but there is no follow-through, no corrected pads. I am thoroughly frustrated with this company.

  Business Response

  Date: 08/24/2022

  I have done the research on this order.  The original order was done online and we made the table pad per the customers specifications.  We shipped the pad in the time specified.  The problem with the order was that the customer choose the wrong shape for the order.  She emailed and called in and Caleana our customer service specialist got the email and returned the calls.  We needed the customer to do a tracing of the ******************** and sent her a tracing kit 2 times.  We have not received the pattern from the customer as of this date that I am typing this.  We sent two kits to the customer.  She needs to complete one kit and mail it in the envelope that was provided.  Thanks!