Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am extremely disappointed with the delivery service I received for order SN749058334. I placed the order in November and adjusted my work schedule to be in town for the expected delivery. I was informed that I would receive a call 24 hours prior to delivery, but no such call or notification was made on January 31, the day I was told the delivery would be arranged.On February 4, the driver called 10 minutes before arrival, stating the delivery was imminent. I was not home, but I immediately offered to return within 20 minutes of the call. The driver declined and provided no further assistance or accommodation, stating there was nothing they could do.Despite my efforts to accommodate and resolve the situation, I was later informed that a $211.86 fee would be applied due to the missed delivery, even though the failure was entirely due to poor communication from the companys end. I do not believe I should be responsible for this fee, as I never received the promised notice of delivery and was proactive in attempting to resolve the issue when I was informed.I have requested that this fee be waived, as I have already paid for the product and the original delivery. I am disappointed that I was met with a lack of flexibility and goodwill. I have also been informed that no further escalation or resolution is available at this level.I am seeking a full resolution, including the removal of the delivery fee and the successful delivery of my order. I believe the companys failure to communicate and resolve this issue has left me with no choice but to file this complaint.I am awaiting the delivery of my merchandise, as payment was rendered in full, and I expect the company to honor its commitment to deliver the product as originally agreed.

  Business response

  02/06/2025

  Hello *****, I do apologize for the inconvenience.  When a redelivery fee determination is made, we are provided proof of contact from the freight carrier as they contact us letting us know that the initial delivery was missed and they provide proof that a call was made and a text message was sent successfully to the customer in advance of the delivery.  So our claims team uses that as the determining factor as to whether or not the freight redelivery fee is to be assessed to the customer.  However, we do understand that sometimes calls and text messages are missed or that there could possibly be an error from the freight carriers communication systems that resulted in you not receiving the communication.  Therefore, our claims manager has decided to waive the additional delivery fee and we have instructed the freight carrier to reach back out to you to reschedule your delivery. Please accept my apology for this inconvenience and let us know if you have any additional questions.  You may reach us at ********************************** or can call us M-F 9AM-5PM CST @ ************ with any additional questions.  

  Respectfully,

  *****

  Customer response

  02/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

  For business:

  Hi *****,
  
  Thank you for your prompt follow-up and for waiving the additional delivery fee. I appreciate your acknowledgment that communication errors can occur and your efforts to resolve this situation.
  
  I look forward to hearing from the freight carrier to finalize the delivery of my order. Please let me know if there are any additional steps I need to take to ensure the process goes smoothly.
  
  Thank you again for your attention to this matter and for working toward a fair resolution.
  
  Best,
  Chase 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Four Hands Etta Chair from Scout and Nimble on 8/8/22. It was finally delivered on 1/5/23 but when the delivery crew opened the top of the box, we noticed the chair was damaged and I did not accept the delivery. The chair was finally received on 1/27/23. The chair is horrible - like sitting on a rock. I contacted customer service to return it (happy to pay a re-stocking fee or even get a credit) and was told that they might be able to do something if I had "kept the box" the chair was shipped in. I had white glove delivery and the delivery people took the box when they left. I am out over $2000 for a chair that I hate. I was never informed that I should keep the shipping box in the event that I might want to return the item!

  Business response

  02/03/2023

  We’re happy to accept qualifying returns, however the Etta Chair is a non-returnable and non-refundable item (this is denoted on the product page and in our Return Policy). While we do still try to accommodate return requests in scenarios such as this one, exceptions cannot be made when the original packaging is no longer available. This is because original packaging greatly minimizes the potential for transit damage since it is made to manufacturer specifications and labelled according to important carrier regulations. Please accept our sincerest apology that this return request could not be accommodated.

   

  Respectfully, 

   

  *****

  Customer Support Manager

  Customer response

  02/03/2023

  Complaint: ********
  
  I am rejecting this response because:

  There were multiple online furniture retailers from whom I could have purchased this chair.  When I did a google search for the chair, here is a a copy of the ad that appeared for Scout and Nimble:

  Scout & Nimble
  Etta Chair Winchester Beige | Four Hands
  Free delivery·7-day returns
  
  $2,199.00

  The information that the chair is non-returnable is on the very bottom of the page that details the information about the chair.  This is misleading.  In addition, it is beyond my comprehension that Scout and Nimble does not accept returns on any items delivered by freight.  Most furniture items are delivered by freight.  Other large online furniture retailers accept returns for large furniture items that have been delivered by freight and by white glove delivery.  I was told by a customer service representative at ******* ****** that if white glove delivery was used for the furniture, the box would no longer be needed because the carrier would bring a box when picking the item up. 

  Nevertheless, if I had known that the box was so essential to Scout and Nimble, I can assure you that I would have told the delivery people to leave the box.  This information was never communicated.

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

• Initial Complaint

  04/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a product from Scout and Nimble online in March 2022 and then reached out on April 2nd asking to cancel the order. On April 5th we were told by Scout and Nimble our shipment had been picked up over the weekend so the order could not be cancelled and they do not offer a refund policy. When we received our shipment tracking information it indicated that the product did not ship until April 6th. When we approached them about this descrepency they told us the only refund they could provide would be refunding us the freight cost that had already been incurred $544 on a $1440 purchase. Based off the no return policy Scout and Nimble did not allow us to cancel an order so that it could be shipped the next day so they could be paid for a product that we no longer needed. Based off their refund offer we are left trying to re-sell a product on a 3rd party market place to recoup our money.

  Business response

  04/13/2022

  This has already been resolved with the customer.  Below was our response to him, as well as his response back to us.

  "Hello *******,
  
  Your email to *** & ***** as well as your Trustpilot review have been brought to my attention. I was sorry to learn that your experience with Scout & Nimble has been poor and want to assure you that I've been working behind-the-scenes with our supplier on finding a resolution to this situation. I am now hoping to turn your experience around.
  
  First, I just wanted to shed a little more light on the timeline of events: freight shipments normally spend about 7-10 days in processing before being picked up. Shipping paperwork for your Order *********** was generated on 3/31, and I have attached the labels so that you can verify the date and time. Your Loft Sawyer Bed had already been pulled and loaded onto the trailer by the time you had submitted your cancellation request on 4/02. While the trailer had not yet been picked up by the carrier, our Bernhardt representative informed us that the item could no longer be unloaded. I have attached the stamped BOL that our Bernhardt rep was able to provide me with, showing that the trailer was picked up on 4/05 by the carrier – the same day that we regrettably had to inform you that the order had shipped. Your tracking activated on 4/06, once this trailer was scanned in at Metropolitan's first terminal. I hope that this breakdown provides some insight into the process and why our team was unable to intercept in time.
  
  To turn this whole situation around, I've put together a laundry list of potential solutions, but the simplest solution is almost always the best: we have other customers waiting for this bed, as it is on backorder. We can reroute this bed to the next customer in line, and I will be able to issue your full $1,464.60 refund. Please let me know if you would like to proceed with this option, and I'll set it into motion! Please also accept my sincerest apology on behalf of all of us at Scout & Nimble; I don't believe that this option occurred to Paige when she spoke with you, or else it certainly would have been offered."

   

  Here was his response to the above email that was sent to him.

   

  *****,
  
  Thank you for the quick response and I appreciate the details on the situation.
  Yes, let's move forward with re-routing the bed to another customer and processing the refund.  I am assuming it will just go back on to the credit card that was used to purchase this product?
  I very much appreciate the team working with me and quickly resolving the situation.  Based off the quick resolution please remove my review from the website as it is no longer accurate.
  
  Thanks,
  
  ****

  Customer response

  04/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

*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. ↩