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:02/04/2025

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/31/2023

  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 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

  Date: 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 Answer

  Date: 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,
  
  **** ******