Complaints

This profile includes complaints for Safavieh Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Safavieh Home Furnishings has 11 locations, listed below.

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  Safavieh Home Furnishings

  40 Harbor Park Drive Port Washington, NY 11050-4602

• 

  Safavieh Home Furnishings

  902 Broadway New York, NY 10010-6002

• 

  Safavieh

  442 W Mount Pleasant Ave Livingston, NJ 07039

• 

  Safavieh Home Furnishings

  238 E 59th St New York, NY 10022-1475

• 

  Safavieh Home Furnishings

  2 Channel Drive Port Washington, NY 11050-2239

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:04/25/2025

  Type:Sales and Advertising 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.

  On 4/11 I bought a king solaria bed, 2. a canopy bed, two solaria night stands and 2 solaria ottomans. When I went home I started searching the price of canopy bed as it was a last minute decision. I found it cheaper online at the Safavieh online store. I contacted store for a price adjustment and they made up a story that that was the price of the bed without canopy which is not true as I took a snapshot. They even went ahead and edited the bed on website. I told them to take the canopy bed of my bill which they agreed to. But at that point based on them not being honest I told them to cancel the entire order which they said they would do but have not done. They have been playing all kinds of games. Its simple I ordered bed from the store on 4/11. It takes 3 weeks to ship. I cancelled entire order on 4/12 . Inline with their cancellation policy. I just need them to cancel my order. Please help ******* *******

  Business Response

  Date: 04/28/2025

  We appreciate the feedback regarding this customers recent order concerns.
  We have contacted this customer and are pleased to confirm that they agreed to the settlement to keep the bed. As discussed, this resolution was reached after reviewing the details surrounding the purchase and cancellation request.
  If they customer has questions, they must contact our retail store. We appreciate your understanding.
  Sincerely,
  Safavieh Retail Team

  Customer Answer

  Date: 04/29/2025

  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

  Date:04/18/2025

  Type:Service or Repair 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.

  We had an, and I state, HAD, a ****** Safavieh Bahama Collection 3D Bahama 8x10 Aberdeen (Blue/Beige) rug. In p***aration for the Easter Holiday, my wife wanted the rug cleaned and when I started to clean the rug, there was an error where the fibers started breaking, and I stopped cleaning it and my wife had me reach out to the company. I was asked for a picture of the label from the back and a full rug picture. During the conversation, I asked do I hold onto the rug or get rid of it and I was advised by them that I could get rid of the rug. Then after the rug was disposed of the questions changed and they wanted even more information. Now, the same *** is saying that I need to work with ******. Am I supposed to take an imaginary rug to ****** to see if they will ***lace the Imaginary rug? There was NO grey area in the conversation. So, I am asking for a ***lacement because I DEFINETLY HAVE NOTHING NOW!

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention. The customer has been in contact with our ************** team through various channels, including support tickets and phone calls. After a thorough review, our team provided the customer with clear instructions on how to properly submit a ticket and proceed with their inquiry.
  The customer inquired about disposing of the rug, and we advised that they may do so at their own discretion and expense. However, the representative did not instruct the customer to dispose of the rug in order to receive a replacement, return or refund.
  As the rug was purchased through ****** and not directly from Safavieh, we are unable to offer a replacement or refund.Any such requests must be directed to the original retailer.
  

  We apologize for any confusion or miscommunication. If the customer is interested in a discount on a future purchase, we would be happy to offer assistance by providing a coupon code.They are welcome to reply to their existing ticket to receive this code.
  Unfortunately, as the rug is no longer in the customers possession, no proof of purchase or receipt has been provided, and the rug was purchased through ******, we are unable to proceed with a refund, replacement, or return.
  
  Warm regards,
  ******** ************** ****

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not appreciate the attempted gas-lighting. The representative was affirmative in his response when I asked what to do with the rug. I asked do I need to hold onto the rug or dispose of it and the representative said that I would be good to dispose of it after taking the picture of the label on the back that contains the product description and a full length picture. So, his was response WAS NOT a suggestion, as he was very affirmative in that response. Additionally, he was fully aware the rug came from ****** as we discussed this and he clearly stated the company worked with customers on a case-by-case basis. So, there was NO error or confusion in the dialogue! Yet, now the responses are to work with ****** on the replacement of the rug and they are not allowed to assist directly. I am not an employee of or a representative for Safavieh, so one would think the person answering the phone for the company would be aware of said company policy and procedures. Again, it was not like the representative WAS NOT aware of ******, because we clearly covered this during the phone call. I am going to play Devil Advocate and I say I agree with the company's position, which I DO NOT, but for the sake of this immediate conversation, I will pull this quote, "The customer inquired about disposing of the rug, and we advised that they may do so at their own discretion and expense" and dig deeper. If this happened, AGAIN, IT DID NOT, the Safavieh representative would already be AWARE OF Safavieh's policy and procedures and would have directed me immediately to go to a local store and deal with *******There would not have been a need for any disposal conversation and ultimately would not have been a need for me to email the pictures to the direct customer support address the representative provided. Their argument falls flat on the foundations of their own policies and procedures and clearly shows their statements are NOT even close to being true in facts. In closing, I would have to be a fool to dispose of said property; knowing full well my only recourse was to go to ****** and I am No fool... The conversation NEVER Happened the way they are presenting in their dispute response and only after the images were sent to the ****************************************** email address [APRIL 15TH] and I received a follow-up email requesting additional information [APRIL 16TH] (see again, an additional opportunity to have presented - customer needs to work with ******) and sent a response to this round of questions [APRIL 16TH]; Was when and only when it was eveN mentioned of a need to work directly with ****** [APRIL 17TH]. 

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

  Business Response

  Date: 04/28/2025

  Thank you for your response. We sincerely regret the frustration and confusion this situation has caused, and we appreciate the opportunity to address the concerns raised.
  We understand the customers perception that the initial communication with our representative was clear, specifically regarding the disposal of the rug after taking the necessary photos. While the representative may have affirmed this advice, we want to clarify that there was never any intention to mislead. Our goal is always to provide accurate, clear guidance and to assist the best of our ability.

  
  However, as the rug was purchased through ******* Safavieh is unable to directly offer a replacement, refund, or return. According to our policy, any such requests must be handled by the original retailer. We recognize that this has caused frustration, particularly as the customer was under the impression that we could offer further assistance.

  
  We apologize for any misunderstanding regarding the suggestion to dispose of the rug. This was never intended to imply that disposal was a required step for return or replacement, but rather a recommendation if the customer had already decided not to keep the rug. We also understand that after the customer sent the requested images, we reiterated the need to contact ******, which may not have been communicated clearly earlier.

  
  We take this feedback seriously and will make efforts to ensure our communication is more transparent moving forward. We apologize once again for any inconvenience this has caused, and we truly appreciate the customers patience as we work through this. Should the customer require assistance with a future purchase, we would be happy to provide a discount code as a gesture of goodwill.

  
  We value the customers feedback and will use it to improve our processes.
  

  Warm regards,
  Safavieh ************** Team

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Safavieh leadership must have taken a college level Gas Lighting Consumer Course, because this what this response is.

  Yet, their previous gaslit response was an AFFIRMATIVE that their Representative NEVER, EVER told me to do anything and it was just a suggestion. Yet, today. Safavieh's leadership provides a differing response and in essence is saying, "well if our customer service representative broke company policy and protocol and provided you with the WRONG information and told you to dispose of the rug, OOPS, MY BAD!"

  Yet, they fail to address the central complaint, even with their "OOPS, MY BAD" acknowledgment, the rug, their representative TOLD ME TO DISPOSE OF is GONE... GONE, GONE. So, I am still waiting on the response of what imaginary rug am I supposed to take to ****** to get a replacement. 

  Oh, Yeah! There IS NO RUG to take to ******. Since there is NO RUG, WHAT AM I SUPPOSED TO TALK WITH ****** about? Am, I supposed to reach out to ****** customer service to talk with them about the weather? What about their sales? Maybe, I can reach out and talk with the ****** representative to ask them how their family is doing; because there is NOTHING ELSE THAT I CAN TALK WITH THEM ABOUT!

  Why???? Because YOUR REPRESENTATIVE SAID TO DISPOSE OF THE **** The most important part that Safavieh's leadership intentionally DID NOT address in their response, is to HOW AND WHY was there EVEN A CONVERSATION about disposing of the Rug if their company policy is to have the consumer reach out to ******. Safavieh Leadership, SKIPPED RIGHT OVER this part. Because if their representative would have properly addressed this and said that I would have to contact ******; WE WOULD NOT BE HERE! AGAIN HE DID NOT. 

  I believe in what is right, true and fair and if Safavieh representative would have done his job as the company alluded to, I would not be wasting my time with this back and forth.

  I really wish Safavieh would quit mentioning the aspect that they CAN'T DO ANYTHING; because this is a BOLD FACED LIE. This issue has long since parted ways with any concept of a discussion of a conversation with ******. We are at the part of the conversation, where Safavieh is trying Abscond Their Responsibilities, because the fault of this error is sitting at the doorstep of Safavieh. This could have and should have been resolved a long time ago. Safavieh leadership could have taken responsibility and said we no longer have that rung and here are some rugs to choose from. We apologize for this error and as a one-time customer courtesy, we are offering the customer to choose from one of a selection of rugs, similar to what was disposed of. For future reference, we want to make sure the customer is aware this a one-time courtesy and in the future all customer concerns must be addressed with the retailer where the rug was purchased.

  But Safavieh must like that these messages will be attached to the BBB site under their Company's Name.

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

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair 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 bought six Safavieh woven leather dining chairs 6/23. Within the first six months, two of the chairs broke and now another two chairs are in the process of breaking. These chairs are incredibely low quality items. The wood supports for the seat have broken away from the frame. Definitely defective product.

  Business Response

  Date: 04/22/2025

  We are responding to this complaint regarding woven leather dining chairs (Model DCH4000A-SET2) purchased in June 2023.
  After reviewing the details and images provided, we would like to clarify the following:
  Safavieh is the manufacturer and wholesaler of this product, not the retailer. The purchase in question was made through *************, which at the time was the retail seller. As such, all retail transactions including refunds, returns, and post-sale service are the responsibility of *************.
  Safavieh does not sell directly to consumers and has no access to retail order records or customer payment history.
  The chairs were purchased nearly two years ago, and based on the conditions shown, the concerns raised may reasonably stem from regular use over time.
  Due to the nature of how furniture is used in the home, Safavieh does not offer a manufacturer warranty on these items. Usage, maintenance, and household conditions vary significantly, and long-term wear is to be expected.
  Any request for refund or service must be directed to the retailer of record in this case, *************.
  

  Thank you for allowing us the opportunity to respond.
  
  Warm regards,
  
  Customer Service Team
  **********************
  
  

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Safavieh is correct that I did purchase the chairs from overstock so perhaps I should be seeking a refund from them. However these chairs have not been used much at all. They may have been used a total of 10 times. We only use this dining area during holidays. They are of very poor quality. The chairs first broke 6 months after purchasing. As more of the chairs broke I decided to seek compensation. Also, these chairs were purchased 18 months ago. Not 2 years. 

  Thank you,

  ****** *****

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/21/2025

  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.

  We bought a Safavieh wool rug for my sons nursery thinking it would be beautiful, good quality, and safe fabric for him to crawl on. We were wrong. It sheds way too much even though we barely vacuum it. The hairs transferred on my babys clothes, toys, its on the railings of his crib. His pediatrician said its possible its causing him to be having health issues because of the dust and hairs it releases. I contacted the company directly since its been past 30 days for ****** return policy. Their customer service was not helpful and asked for my personal info and order information but didnt resolve the problem. They arent willing to do anything but say its normal. Do not order rugs from them. They are a scam!! Low quality rugs and customer service! I noticed the shedding 2 months after purchasing and its been less than 8 months of owning the rug, we are asking the company for help but they refused. Even though we gave them all information they asked for and more than 7 pictures showing the problem.

  Business Response

  Date: 03/26/2025

  Thank you for providing feedback on the Indian wool rug. We understand the customer's concerns, particularly regarding shedding, which is a natural characteristic of rugs made from 100%Indian wool and is anticipated to persist over time. Since the customer has had the rug for over a year and the return and warranty period through Amazons Marketplace Reseller ********* has expired, we are unable to process a return,refund, exchange, or replacement, as this falls outside our policy guidelines.The customer has also been advised multiple times via our customer support tickets on how to minimize shedding.

  
  As the 30-day return window has passed, we are unable to evaluate any wear and tear beyond this period. Our policy allows a 30-day return window from the original point of purchase.Safavieh does not offer extended warranties on our products and cannot accept returns after this initial period, particularly for items purchased through online retailers. Customers are encouraged to inspect products upon receipt for any potential issues or damage. Once the 30-day inspection period has expired,we are not liable for any concerns raised thereafter.

  
  We understand that the pediatrician has raised concerns regarding the potential health impact of dust and fibers.If shedding and dust are a concern, particularly in relation to the child's health, we recommend keeping the child away from the rug. Should this issue persist, it may be advisable to consider alternative rug options that are less prone to shedding.
  We sincerely apologize for any inconvenience this may have caused.
  
  Warm Regards,
  Safavieh ************** Team

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because :

  we have owned the rug for just a couple of months when we noticed the shedding is a big problem. It has not been a year that the company has responded with. I will be sure to write a review with photos and videos for other customers to stay away from purchasing from this company. I will also share the information with my family, friends, and social media followers. This is unacceptable and should not be for sale. Their customer service is not helpful at all and they should be called out on it.

  thank you 

  ****** ***

  
  
  
  
   
  

• Initial Complaint

  Date:10/04/2024

  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.

  I ordered a rug on 10/03/2024. The amount of the order was $480.16. My dispute is in regard to Safavieh's false claim that you can cancel your order. I submitted my request for cancellation within an hour of placing the order through the only avenue given to me which was via email. I contacted them via phone the next morning as soon as their office opened after realizing i never received any conformation that my order had been cancelled. At first they claimed there was nothing they could do, then switched their story claiming they'd credit me. I have yet to be credited or for the order to be canceled. What else can I do but put my complaint in writing and further ruin their miserable score on BBB. I should have checked here first before purchasing from this scam of a company.

  Business Response

  Date: 10/11/2024

  We apologize for any inconvenience this may have caused. Our team is actively working with the client to assist in replacing the parts. Our most recent communication was on September 26, 2024, providing instructions on how to proceed with the replacements. We are awaiting the customer's response to our last correspondence and remain committed to resolving this matter as soon as possible.

  Business Response

  Date: 10/29/2024

  Thank you for your feedback and we apologize for any inconvenience regarding the cancellation of this client's order. Our policy generally does not allow order cancellations, especially for orders that have already been shipped. The client requested a cancellation, and we made every effort to accommodate the request. Despite our attempt to reroute the package,we were unsuccessful due to the rapid shipping process.
  
  We made the necessary steps to stop the shipment, but unfortunately, we were unable to fulfill the clients request. We issued a full refund on 10/11/24 to remedy this claim. If the client did not receive their refund as of 10/30/2024, please contact our customer service team.

  
  With this feedback, we will make the necessary measures to prevent reoccurring issues.
  

  Warm regards,
  Safavieh ************** Team

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair 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 bought a rug less than a year ago from ******. This was a great rug but a couple months ago it is falling apart. I spent 400 dollars on this rug and I am so upset that this rug is falling apart. I have the runner and have no issues. I believe this is a manufacturer issue and I want a replacement rug.

  Business Response

  Date: 10/02/2024

  Thank you for bringing this matter to our attention. After a thorough review of the customer's order details and accompanying images, unfortunately the date of purchase falls outside the applicable warranty period, and as such, we are unable to offer further assistance in this instance.

  
  Our examination of the provided photographs confirms that the rug in question is hand-tufted with a loop pile construction. It is expected that, over time, loop piles may loosen or sprout;this is a natural characteristic of such rugs and does not constitute a manufacturing defect. Furthermore, the wear patterns observed align with normal use and are classified as typical wear and tear.

  
  Please note that Safavieh does not offer a manufacturing warranty for this product. The issues presented extend beyond the coverage of both our standard 30-day warranty and any manufacturers warranty. While we strive to fully assist all our customers, our evaluation clearly indicates that the rug's condition results from wear and tear. Given that the purchase date falls outside the warranty period, we regret that we are unable to authorize a replacement or refund.
  We appreciate your understanding.
  
  Kind regards,
  ******** ************** ****

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I spent over 400 dollars on this rug and have had it for under a year. How do you stand by your products? A 400 dollar rug only lasts a year? It is not proper wear and tear this is a manufacture issue and I want it resolved  you made the product and unfortunately it is falling apart  I properly take care of this rug and all my other rugs have not had this happen only my area rug  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/17/2024

  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 purchased two lamps on April 29th, 2024. When I received them, the color was not as it looked on the website so I went to return them. The return policy says to contact them via email within 7 days, so I did. Over the last month and a half Ive sent them 13 emails with maybe 5 responses. It turns out that hidden (not under the Returns part of the product page, photos attached) 8 paragraphs down on a separate page (photos also attached) one tiny little sentence says the consumer is responsible for the return shipping cost. It seems intentional that it is that buried. Ive had plenty of returns where I was charged. $25 for a rug, $5 here and there for clothes, and thats fine. After I finally figure out that not only do I have to pay for shipping but I have to go purchase the labels myself (each lamp was in a separate box), I find out that its going to cost $70 to ship them back. Never in my life have I been asked to pay 50% of the cost of the order for shipping. The only concession they would give me was $25 to keep the lamps. I didnt even take that. Its the principle. Youll see in my email screenshots that I talk about reporting this to my credit card company. Unfortunately because Im not going to spend $70 to ship them back, they wont do anything about it, which I do understand, but my house is so small theres no where I can put them so they are just in the way in our office as they have been for the last month and a half. I am more than happy to ship them back at a reasonable cost, and if you could help with that I will do whatever needed but for now Im going to hold onto them. Thank you for your help.

  Business Response

  Date: 07/10/2024

  Thank you for bringing this to our attention. We are actively working to resolve this issue with the client; however, we have not yet received a response from them. We kindly request that the client contact us or reply to our email. We apologize for any inconvenience this may cause.

   

  Kind Regards,

  Safavieh ************** Team
  

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company did contact me and I responded back. I got back to them on the same day that they contacted me, so the fact that they told you all I didn’t respond is another testament to how this company is managed. I responded but remain dissatisfied.
  
  ******** ********
  
  
  
  
   
  

  Business Response

  Date: 07/23/2024

  We have made efforts to resolve this matter with the client; however, they have chosen to retain the product in its current state. As the client has decided to keep the product, no further assistance is required.

• Initial Complaint

  Date:05/09/2024

  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.

  I ordered window shades from Safavieh. I provided them a quote from another store that had a couple of options and ideas with different prices and colors. They sent out an installer from *************************** to measure the windows and he did so. Right before July 4th weekend, *************************** calls me if I wanted to place the order and I said ok. At that time, I had a very sick family member I was caring for and never had a chance to actually go into the store and go over everything before placing the order, the shades were ordered anyway. Although I okayed the order, I never signed an actual invoice/order generated from them as I had before when I purchased furniture from Safavieh . Soon after, I am told that 4 shades were ordered where only 3 were needed. I became suspicious and worried that they probably screwed up the entire order using the quote I gave them. Safavieh never bothered to check the sizes and information *************************** provided them, they ordered exactly what had been on the quote from the other store, never going over or making their own invoice listing the items being purchased. They being such a high end establishment with "seasoned designers" they should have checked and realized what they were doing. they ordered 4 shades, mixing up the colors from 2 rooms. I want people to know that this store does not care about their customers only to make a sale. I've been a customer of theirs for over 20 years, never will I shop there again!! They are incompetent and hire inexperienced salespeople/managers.

  Business Response

  Date: 05/31/2024

  We appreciate the detailed feedback regarding this recent order from our Stamford retail store. The client collaborated with a design consultant to obtain quotes for blinds, ultimately approving and paying for the order on June 30, 2023. Despite receiving multiple quotes and order details, discrepancies in the quantity of blinds were not brought to our attention by the client.

  
  As per our policy, if a client approves and pays for an order without reviewing the details, we proceed accordingly. We provided all necessary quotes to the client, which were thoroughly reviewed by both the design consultant and the client. The size was not deemed an issue at the time of order placement,and no concerns were communicated by the client at that time.

  
  An installer from *************************** was dispatched to measure the windows,and we meticulously reviewed the information provided. All details provided by *************************** were accurate based on the quote provided to us and reviewed by the client.
  The quantity of blinds is determined by the client, as indicated on the quote/order that was provided and subsequently paid for on June 30, 2023. The approved quote was thoroughly reviewed by the client and is the basis for the final order. We adhere to the client's instructions as recorded on the quote.

  
  Our commitment to customer satisfaction is evidenced by **********************'s century-long legacy in business. Despite the client's failure to mention it, we offered to refund her for an extra shade, demonstrating our genuine concern for customer issues beyond mere profitability. Despite our efforts to solicit feedback and resolve any concerns, the client proceeded with the installation of the shades, albeit canceling scheduled appointments.

  
  We're disappointed when a customer perceives a negative experience,especially when their engagement and responsibility in the transaction are essential for meeting their expectations. Despite our continued communication and efforts to resolve the issue, the client has postponed or declined our attempts However, we remain committed to issuing a refund for one shade upon the completion of the three-shade installation. The client is welcome to reach out to our store for further discussion or email our team for assistance.
  
  Kind regards,

  
  
  Safavieh ************** Retail Team

  
  

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes, a designer came out to my house and the windows were shown to her, 2 windows in dining room and one in the living room.  We went over the fabric and color choices respective to the each room and it should have been written up as an order directly from the store, the invoice was never drawn up, only the quotes I provided from the other store.  *************************** came out and measured the 3 windows, not 4, and relayed the measurements to Safavieh.  they should have automatically questioned the number of shades being ordered.  They never even looked at what *************************** provided, so why even bother with bringing them out to my house at all. And I stated in the original complaint that I did ok the order, foolishly thinking they knew what they were doing,  and now they won't correct their mistake or refund the money.  All I want is to redo the dining shades to white that they should have been originally.

  Thank you

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/18/2024

  We regret that the client's concerns remain unresolved. Our Stamford retail store has been in direct communication with the client, and we are diligently working toward a satisfactory resolution. We are committed to refunding the cost of one shade upon the completion of the installation of the three shades.

  
  Regrettably, we are unable to remake an additional shade at no cost. However, we are prepared to reorder a new shade, subject to the client's approval. Given that the client has already signed off on the order, we cannot accept a chargeback.

  
  We kindly request that the client contact our store today to confirm our proposed resolution and facilitate a hopeful conclusion.

   

  Kind regards,
  
  Safavieh ************** Retail Team

   

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the store will never admit to any accountability for this debacle they created. As the Stamford store manager had stated to me, their customer relations and satisfaction needs to be work.  the store manager at one point thought the shades were for a completely different room in the house, that's how much they care about their customers.  I still don't understand why they refuse to refund me the money for one shade until I install the other three.  It's as if they are holding me hostage until I agree with them.  I will not agree, just as they made a mistake on the number of shades they ordered, they simultaneously made a mistake with the colors as well, it's all linked together.  I refuse to re-order shades from them ever again, in good faith they should offer re-do one shade at no cost.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/02/2024

  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 purchased a nightstand on 2/14/24 for $174.40. When we received the nightstand, it REAKED of fumes. Normally, a smell of varnish disappears within a few days, but this was stronger than I ever smelled before. I called immediately as I was concerned, and asked what this was. The customer service rep (which I figured out is the only guy there...) said he would find out from the warehouse. Long story short, after multiple calls (I always had to call and follow up, they never followed up with me). They sent me a lead paint report saying their was no lead paint. I immediately told them lead paint doesn't smell like this (and now, after over a week, it STILL smelled of toxic fumes which had me even more extremely concerned). They finally agreed to allow me to return and get a full refund and sent me a return label. I sent it back immediately and wrote an email when I saw the return was delivered to the warehouse (3/4/24), asking when I should expect a refund and also asking for them to confirm what these fumes were. They replied back just stating that it would take at least 10 business days to get my refund. As of today, 4/1/24, I have yet to receive this refund OR get confirmation on what these toxic fumes were. I will state that I disputed the charge with my credit card at this point but it is a serious issue to me that they never confirmed the fumes that were coming from this item. No apology or anything and again, they never technically refunded me.

  Business Response

  Date: 04/05/2024

  Thank you for bringing this issue to our attention.  We sincerely apologize for the inconvenience and concern caused by the experience. We understand the importance of promptly addressing such matters and ensuring our customers' safety and satisfaction. Regarding the issue of fumes, we have thoroughly investigated and found that the odor is not present in our current production. It's important to note that we utilize ** coating (Nitro Cellulose finish) in this product. The refund for this customer has been processed, and we apologize for any delays in receiving it.
  Once again, we apologize for any inconvenience experienced throughout the refund process.

  Kind regards,

  ******** ************** Team
  

• Initial Complaint

  Date:03/20/2024

  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.

  On February 28, I ordered 2 small wool rugs, two of the same design , for my home off their website. I received them 5-6 days later. They may be the same rug but they are not identical in color. Its obvious from the backing and the tags that they are not from the same lot - they were possibly made at different times but theres no way I can use them side by side in a bathroom. (I actually have these rugs now, purchased maybe 15 years ago, and I bought the new ones as replacements. So I know exactly what I purchased and what it should look like). One of the rugs is identical to the 2 I have now, and one has slightly darker yarnsbut they are BOTH marked tan/tan , which is the specific colorway. They have the identical name, style number and size on the back also. So its not as simple as someone just grabbed the wrong rug. Im writing to you because I can no longer get a live customer service rep on the phone. On March 8, a customer service rep told me he would forward my problem to the warehouse, noting that they were behindand asked me to wait until the 12th or 13th to hear back. No one has contacted me by phone or email. AND, the last 2 times I called them, yesterday and today, all I get is a recording stating we are not available, leave a message. I left a message yesterday. I dont feel that we are not available is an acceptable statement for a customer service department to make, especially for a large company. I need a resolution. Thanks for your help.