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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought bedroom from sohomod and The bed headboard is cracked all the sudden and no one help, and the cpo insurance is totally fraud and useless they just collect money and thats it they not gonna help at all , when i call the insurance they say its manufacture Detective and not cover by warranty and when I call sohomod they say its insurance issue and when you put insurance you not able to use the manufacturer warranty, the bed is only 3 months old and its for guest room so no one use before, and in the sohomod website all furniture has 1 year manufacture warranty but they lying, not recommended at allCustomer response
06/24/2024
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
February 2nd, my order was placed after waiting about a month & having to reach out to them when my order still didn't show as processing. On February 6th my furniture made it to the distribution center with a message stating I should receive my order within 6-14 days and that I would be contacted ahead of time to schedule the delivery. On the 19th I contacted them to see about my order because I hadn't heard anything. I was told I was on the delivery schedule for the week coming up. I had to contact them again on Thursday the 22nd when I still hadn't received a call to schedule my delivery. I finally got my delivery scheduled. It arrived on February 27th, but was missing the footboard. I was told when they were delivering my order that it was missing and I would receive a call to schedule a delivery for the footboard. The footboard is structural important and I haven't been able to use my furniture due to the fact that its missing. I have contacted them to see about an update and was told they would contact me when they have information. its been about 2 months since I first placed my order and I still can't even use it.Customer response
03/13/2024
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
07/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a whole bedroom set to receive two out of the four items damaged. One of the items were completely unusable because of the damage. When I emailed the claims department I was told that "it would be problematic to specifically exchange", and they would just refund me the amount for the damaged item. What I didn't know was that I would have to pay for another warranty on the new item, the same price for one item as it was for four, and same goes for shipping. This wouldn't have been an issue if they would have just issued an exchange. I will have to pay close to an extra $400 to replace the damaged piece. No accommodations. I've repeatedly asked them what the shipping insurance is for with no answer. How they are to make this right is to at least cover the cost of shipping for me to replace the damaged item I received.
Business response
07/29/2022
Hello,
The issue was fully resolved, customer get a full refund for the damaged item and after new order was placed we did full refund of the shipping cost and extended warranty cost, customer did not pay any extra because of the damage from the shipping company. Damaged item was replaced and the order is completed without any extra charges for the customer.
Best regards,
Customer response
08/04/2022
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 and the matter has been resolved.
Sincerely,
*********************************
As noted, the company took care of the shipping cost and warranty that were the extra costs in my original complaint. It's my understanding the old warranty is still in good standing to cover all the furniture I have purchased through them, and I successfully received my replacement item in mint condition. Thank youInitial Complaint
06/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Am reporting a business that is operating in very bad faith and cheating customers. The business is claiming to have the best reviews, but as as can be seen on ****** reviews, these reviews are very suspicious, created purely with the intent of projecting a rosy-picture; but below has been my experience with the business. The reviews seems to all come in the same timeframe and all giving high ratings. Net-Net, the business, an online furniture store, took my order on 5/16 and charged me. But has failed to deliver the goods. And multiple attempts at trying to get updates have been futile saying that they do not know when the goods will be delivered - Which is very frustrating. How can a business after charging not deliver the goods, and get away with saying they do cannot say when they will deliver the goods. Also all calls, emails, and other forms of communication have all been going to only one-person (*****) and it really cannot be a real fully functioning furniture store with just one person working there. Thus, I haven't been able to get any escalation to resolve this issue with the vendor too. Below are more details:5/16 - Order placed online & the payment was already charged 5/30 - supposedly a scheduled delivery date; but customer requested reschedule since they would be out of town then Since then customer was promised delivery by 6/10 (which was missed), then delivery was promised by 6/17 (which also was missed). And now still the business cannot give the customer any details/idea for when the items will be delivered.Business response
06/26/2022
Hello ***************************** *****,
First of all we want to apologize for all delays. The furniture was already delivered as I can see in delivery reports. It was couple of the reasons for the delay: you purchase the furniture from the vendors who located in ******** and we did deliver for you to GA which is long distance delivery, we use 90% Sohomod.com trucks to delivery the goods specially for the expensive orders like yours to minimize damage during transportation to 0.5% instead of 10% like with all others shipping companies who has hight rate of damage or loose the boxes during transportation, dealing with damage very hard and long process that why we use Sohomod team and trucks for delivery. 2 trucks from which deliver furniture to your area broke down and was in the truck shop for repair for 4 weeks instead of 5 days because parts shortage as a result of world situation, and the track shop delayed truck repair every week, that is the reason we did not know exact delivery date. By the time of your delivery we still did not get the truck back which can load and deliver ***** orders at the same time and reduce shipping cost but we send small van all the way from ******** to GA to fulfill the order asap to avoid the future delays, as a result we got $700 loss from your order because of the shipping cost but we still did the delivery because we take this responsability, not every company would do it. I hope you like the furniture and it fit perfectly to your house.
Sohomod team has 30 people and the reason one person answered all you emails is because he is assained to your case and all email form your address goes to him and you do not need to explain the situation to somebody else, the email system designed this way for better customer service.
Best regards, Sohomod.com
Initial Complaint
05/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company has charged my credit card account but will not deliver the item I have paid for. The company keeps giving me delivery dates that they cant seem to fulfill. I do not receive any tyoe of customer service unless I contact the company first. I want the product I paid for delivered or my money refunded back to my credit card account.Business response
06/02/2022
Hello,
This issue has been resolved, full refund was send to the customer the same day it was requested, the table was returned to the manufactory. please check an attachment for confirmation.
Best regards, Sohomod.com
Customer response
06/03/2022
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 and the matter has been resolved.
Sincerely,
***********************************
Initial Complaint
02/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a set of office desks from SohoMod on September 1, 2021. I was told that it would ship in ***** weeks. I have been checking in since that 14 week deadline and every time I call the person says there has been delays. They have not been specific as to why there are delays or where the product even is. I suspect it has not even arrived in the country even though they have told me by phone that it had and was sitting in a shipping container. I got an email on January 28th that said that the product was being prepared for delivery and that it would be delivered within **** days. When that time period expired I called to find out why they had not scheduled delivery and they said it was still being prepared. I got an email on February 7th saying that it was going to be delivered the end of the following week and that they would call 24 hours in advance to schedule delivery. The end of that week came and I heard nothing. When I contacted them they said on Feb 17th that they would send a truck out on the weekend to get it delivered. This did not happen. I got a text on Feb 18th that they would be scheduling our delivery for February 22nd from **** am. Then today I got a text that said that they will need to reschedule the delivery and that they would contact us with a new time and date. They have refused to give me the contact information for the shipping company and I think they are lying about the product even being available for delivery. I am skeptical that I will ever receive this product which was very expensive and which we needed months ago. Of course it is past the time to dispute anything with paypal. I just want contact information for the shipping company so that I can communicate directly with them to find out where the product currently is and a real estimate as to when they will be delivering it.Business response
03/10/2022
hello ******,
I am very sorry for all delays happened with your order. I contacted the shipping department and they confirmed it has been delivered on March 8th, please check an attachment with signed invoice for your record. Please contact us if you need any help regarding this order.
Best regards,
Sohomod team
*****
Customer response
03/11/2022
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 and the matter has been resolved.
Sincerely,
*********************Initial Complaint
09/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order over 20 weeks ago. It took much longer than I was told (initially 14 weeks), but the item has supposedly now arrived at their facility. Although ***** label was created 10 days ago, Sohomod has yet to ship the item to me. I received an excuse that ***** is short staffed and they have not picked up some shipments. This excuse, although unlikely, can explain a short delay, but it's been 10 days and certainly ***** would have been able to pick up an item by now. We receive 2-3 ***** packages every week. What needs to be accomplished for them to ship my order.Business response
10/19/2021
Orders was delivered to the customer by the shipping company:
Shipping Company:
****** ********
PRO# ************. You can track your shipment by the following link:
******************************************************************************************************
Proceed to the carrier's web page to track your shipment and see shipping updates and details.
Best regards,
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Contact Information
Customer Complaints Summary
10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.