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:12/03/2024

  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 am writing to file a formal complaint regarding a recalled product purchased through ************* Manhattan Comfort ****************************************** and Panels. While I was initially delighted with its design and functionality, Im now facing significant safety and financial issues due to its defective construction.Recently, I received an email from ********** informing me that the ********************************** had announced a voluntary recall of this unit due to safety concerns. In my case, the bottom right side of the unit has started to fall off, raising serious concerns about its structural integrity.Upon contacting Manhattan Comfort to address this issue, I was shocked to learn that their only proposed solution was to send me additional screws. This response is wholly inadequate. Resolving the issue will require removing the panels or disassembling the unit entirely for proper repair, which will incur additional costs of approximately $250. This is particularly frustrating, considering I paid $500 to have the unit professionally assembled and installed in the first place.I feel that the company has failed to take proper responsibility for a known safety defect. The burden of rectifying this problem has unfairly fallen on me, the consumer, despite no fault of my own. The companys lack of adequate support, beyond merely providing screws, is both disappointing and unacceptable. This situation has caused me significant inconvenience and financial stress, as I must either pay to have the unit repaired or removed and replaced altogether.Thanks,*******

  Business Response

  Date: 12/20/2024

  Hi *******,
  Thank you for reaching out with your concerns regarding the Manhattan Comfort ****************************************** and Panels. We sincerely appreciate your feedback and understand the frustration you have experienced.

  
  We want to clarify that the product is not defective and functions as designed when properly installed in a brick or concrete wall. The installation requirements, including the need for a brick or concrete surface, were clearly outlined in the product manual and on the product detail page at the time of purchase.

  
  We initiated the voluntary recall to proactively address instances where customers may have installed the unit in surfaces not recommended, such as drywall. This was done out of an abundance of caution to ensure consumer safety and provide additional guidance.

  
  If you have already installed the unit in drywall using toggle bolts or another secure method, there should be no issue with its structural integrity. For cases where the unit has been installed in an unsupported or compromised surface, we have been offering additional screws or support materials to help customers resolve the issue.

  
  We recognize your concerns about the cost and inconvenience of any adjustments required. While the product itself is not defective, we are happy to explore additional ways to support you in resolving this matter to your satisfaction. Please feel free to share any further details or concerns, and we will do our best to assist you.

  
  Thank you for giving us the opportunity to address this matter.

  
  Best regards,

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

  CEO

  Manhattan Comfort

• Initial Complaint

  Date:12/01/2023

  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 company is a massive scam. I have attempted to purchase from them three different times from two different companies. The same thing has happened EVERY SINGLE TIME!When the ship date passes, I send reach out and some how, it "ships" that day. EVERY SINGLE TIME... It "delivers" but is never delivered. Company refuses to provide proof of delivery address. They are just trying to take advantage of people and hope they forget about it. This place should be shut down

  Business Response

  Date: 12/15/2023

  Hi BBB,
  
  We see that this customer ordered an item from ********** that was unfortunately out of stock and unavailable to ship.
  
  ********** provided the customer with a delivery date despite the item never having shipped, leading the customer to believe it was arriving by a certain date.
  
  The order needed to be canceled since it could not be fulfilled with inventory, and the customer ordered it two more times and experienced the same frustration again and again when ********** offered a delivery date that was not accurate or possible.
  
  ********** did not reach out to us for clarification, and the customer did not reach out to us for an update.
  
  Thanks,
  -Schneur 
  

  Customer Answer

  Date: 12/16/2023

  
  Complaint: 20946416
  
  I am rejecting this response because:
  
  All of these suppliers mention that they are factory shipped and not held in stock by the stores.  I have tried with *********** Amazon and Wayfair with the exact same situation.
  
  Regards,
  
  *******************

  Business Response

  Date: 12/27/2023

  To whom it may concern,

  Inventory is held by Manhattan Comfort and shipped out to customers to fulfill retailer's orders. 

  Retailers receive communication with updated inventory daily and customers then need to be informed by the retailer if an item is out of stock or on backorder.

  In this scenario with ****************, it seems that the retailers inaccurately promised the customer a delivery date when the item was not in stock and not available to ship. 

  Manhattan Comfort did not mislead the customer or the retailer. The item was not in stock and the customer should have been notified by the retailer with which the transaction and payment was made. 

  Please let us know if any additional information is needed. 

  Thank you

  Customer Answer

  Date: 12/29/2023

  
  Complaint: 20946416
  
  I am rejecting this response because:
  
  When Manhattan Comfort received the order (as they are factory shipped), they had the option to let the seller know the minimal inventory.  On multiple occasions, they chose to keep the order rather than respond to either the purchaser or the vendor, creating massive customer service issues with three vendors.  Manhattan Comfort can argue all day long but this is their fault not the seller or the purchaser. 

• Initial Complaint

  Date:12/08/2022

  Type:Product 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.

  I have contacted **** ***** *wice regarding this incident. They told me the warranty was out of date and therefore couldn’t do anything. They also said there were no other complaints against this product and therefore can’t do anything for us. Reading the reviews on this product, someone said the exact same thing happened to them over a year and a half ago. This item should have been recalled as it’s extremely unsafe and someone could have gotten seriously injured. The screws that came with this product are not long enough to with stand the weight of the stand. It ripped right out of the wall. My husband was sleeping and I was upstairs working on my laptop. There was a giant crash. The tv stand came crashing to the ground. The $2,000 tv broke. We paid $2,000 to have this professionally installed. This could have seriously injured somebody, we are so lucky nobody was hurt.