ComplaintsforSafavieh Home Furnishings

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/5/2024 we purchased a desk through an online store. The product was manufactured by Safavieh Home Furnishings. A piece was broken and we contacted the manufacturer for a replacement piece. We have been told by Safavieh that they dont have the piece and there is nothing they will do.

  Business response

  01/12/2024

  Thank you for bringing this matter to our attention. This customer recently submitted a ticket through our customer support team, seeking a part that is not currently supplied. As the customer is covered by Birch Lanes warranty, we have advised them to reach out to Birch Lane for options such as return, replacement, refund, or other alternatives.

  
  At Safavieh, we are committed to assisting our customers by providing replacement parts for missing, defective, or damaged items. However, there are instances where specific parts may not be available for various reasons. In such cases, we offer a 30-day return window through our retailers, stores, and online vendors. Within this period, the responsibility for facilitating the return, refund, replacement or other options lies with the online retailer of purchase.
  

  Kind regards,

  
  Safavieh ************** Team
  Safavieh LLC

  Customer response

  01/12/2024

  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 should not have to pack up and send back a large desk for one piece 

   

   

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

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a customer in ** who purchased a 5000$ Fiam mirror about a year ago and have since been subjected to a catalogue of mistakes and bad treatment.The core issue started with big delays (thanks to what now appears to be a mistake by Safavieh arranging collection in *****).I was then given a delivery date which turned out to be a mistake but when the mirror finally arrived it was broken.All the way down the line I have at least ten emails for every one response and this has been very frustrating (and now insulting).My next big issue with your team is that they informed me it has been shipped in cardboard (which Ive since found out is not true).the replacement part was supposed to be available in July (and indeed it was) but for one reason or another, safavieh failed to arrange collection until mid September (in spite of all my emails requesting updates which ofcourse were all if ignored). The issue is not so much the very poor customer service but the fact that the store told me that **** had failed to ship the part and had let us all down. This is not true, I contacted fiams ceo and his team responded immediately and informed me the part was indeed flagged for collection in July but that Safavieh arranged collection on the 14th of September.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 sofa beds on 8/14/23 at Safavieh Furniture in ***************, **. The manager (****) and assistant manager (****) told me that they have 2 items in stock and I can get them in 2 weeks On Sept 6th, I received both items; however, they were not the products I was hoping for. The Halti sofa bed that I ordered ($5430.16) was the wrong color and the ****** sofa bed ($5321,53) had a completely different mechanism and was defective. The ****** sofa that was shipped to me was not the one I ordered. I ordered the one with the wireless mechanism but I got a manual one instead. I put in the complaint with the company and they kept forcing me to take it. After discussing the issue with them multiple times, they sent Manufacturer (******) to my house to fix the sofa bed because it was not able to close for almost 2 weeks. Even after this attempt to fix the sofa, it was still not working right. So, they finally took back the sofa on 9/19. After all of this hassle, I decided to ask for a full refund back to my credit card because it is not fair to receive store credit for something that has not been working properly and that has put a lot of stress on me. The Halti sofa bed I refused it the same day I received it because it was completely the wrong color.I am asking for full refund on both of these items. Safavieh keeps on forcing me to take the store credit that will amount to $10,751.69 which is completely unreasonable. My experience with them was far from satisfactory and it is unfair as well as lacking consumer integrity for not allowing a refund on products that are both defective and completely different.

  Customer response

  10/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Safavieh Home Furnishings regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business response

  11/16/2023

  Thank you for bringing this issue to our attention. To address the matter, the customer has opted for a resolution in the form of store credit. For any further assistance, the customer is encouraged to reach out to our store directly.
  Thank you for your understanding and cooperation.

  Kind regards, 

  Safavieh Client Services

  Customer response

  11/18/2023

  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 I would like to note that I had to reach them through another phone number in order to talk to manager of the store at ***************, ** (****) and accept the more than $10,000 store credit. If I did not reach out directly, they would have not resolved this problem in a prompt manner since they have continuously failed to answer my calls or texts. Since it is the holiday season, I have decided to accept the store credit to buy gifts for my family and friends. 
  
  However, I would advise anyone who is a consumer of this business to be careful with what you are purchasing and to read the fine prints on their incredibly ambiguous no return/no warranty policies before purchasing any of their items. 
  
  Consumer integrity should be at the forefront of every business and in my case, this business has lacked not only consumer integrity but transparency as well.

   

   

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

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 6th, Safavieh at *************** sent me the 887-Halti full xl sect wrong color of sofabed. Its not the one that I ordered from them at the store. **** (********and ****** (asst ******** told me that they have the product in stock and that I can get it in 2 weeks. When they delivered it to my house, I realized that the sofa was a different color than the one I saw in-store. When I brought this up to them, they kept insisting that it is the same color as one in-store that I ordered and kept forcing me to take it without any refund because it was not their fault. They already took back the sofa and now, I am requesting for full refund credit back to my credit card. Further, they are telling me that they will charge me 30% restocking fee along with no refund. This is totally unfair to the consumer who is buying thousands of dollars worth of products from a company. If the product I received does not match the one that I ordered, the business, assuming they have consumer integrity, is expected to make things right with the consumer.

  Business response

  09/28/2023

  Thank you for bringing this to our attention.  As of Tuesday, September 19th, 2023 we have issued a full store credit for this customer.  No further action is needed.  If any questions regarding the refund, please contact our retail store at ************. 

  King regards,

  Safavieh Retail Team at Port Washington
  

   

  Customer response

  09/28/2023

  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 have 2 sofa beds for return. They sent me on sept 19rh a store credit for the Halti sofa bed ($5430.16) by email without answer my questions about the terms and conditions to use it (products when and where)  if they have limitations to use it I will prefer they credit back to my original payment. And for the ****** sofa I want the credit back to my credit card. ($5321,53) No more store credit. 

   

   

   

   

   

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

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

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This supplier is impossible to deal with. The quality of their products is beyond subpar. Its borderline unacceptable. And to make it worse, their return policy is a straight up scam, forcing you to keep their overpriced c*** We recently purchased the wrong color of a $395 coffee table that Safavieh wants us to pay $40 to restock, plus shipping, which will cost us over $420 even though we only live 30 minutes away from the return facility. All we wanted was an exchange, not even a return. They also dont allow in person drop offs, so we have the choice of either keeping a disgustingly made coffee table, or paying more than the coffee table is worth to return it. I both called and reached out to the customer service team via email to try and work on a solution, and they just kept copying and pasting the same robotic response, not even being the slightest bit helpful.

  Business response

  10/12/2022

  Thank you for this feedback.  After reviewing this customers order, we recently opened a ticket for this request, ticket # ***** on October 5th, 2022.  Unfortunately, since this product was ordered directly through our online retailer HomeThreads we cannot assist in a return or refund.  The customer has claimed that they ordered this product incorrectly, as with any incorrectly ordered product the customer will have to follow the retailers return policies. We abide by our online retailers return policies and unfortunately, we cannot waive restocking fees, shipping fees, or return fees.  Safavieh does not offer customer return drop-offs at the ********************************************** or ********************** retail stores if ordered through an online retailer.  This customer has the option to return their product with HomeThreads which requires a return authorization as well as other fees such as restocking fees and shipping costs.  Unfortunately, we cannot assist this customer in their requests as HomeThreads has specific return policies.
  
  We apologize for the inconvenience.  

  
  Safavieh **************** Manager & Team.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two rugs from Overstock produced by Safavieh. First purchase on November 9, 2021, second on January 4, 2022. Both rugs fell apart in just a few months.I reached out to the brand Safavieh and they said they guarantee only 30 days and after that it is not their problem. But no rug can go to waste after less than year. Especially not with a good care.I need my money back.

  Business response

  09/14/2022

  This customer opened a ticket with us in June 2022. Our team has reviewed the photos provided in the ticket and we confirmed that the issues with the rugs are likely from wear and tear.  We do not have any type of extended warranty on our products, since these rugs were purchased in November of 2021 and January of 2022, and have been used for some time, we had to decline any type of request for replacements, discounts, reimbursements, or refunds. Unfortunately, due to the wear on the product and the date of purchase, we cannot assist this customer with replacements, refunds, exchanges,or returns.  We abide by our policies and well as Overstocks policies, and this is beyond our warranty time frame.  If the customer ordered a protection plan through Overstock, they can contact the company and file a claim.  We apologize for the inconvenience.

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

  Customer response

  09/14/2022

  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]

   The Safavieh answer is shocking. I can share pictures of rugs that were used for decades and show the propper wear and tear (MINIMAL). The Safavieh rugs do not stand to any wear and tear for few months! Are these floor rugs or wall rugs? No business can imagine that an expensive floor rug will be replaced every few months. This is not a quality that one should be in business. 

   

   

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

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a grey rug and its *****. Price was a little over $70 for the rug. Price to print return label is about $70.

  Business response

  07/06/2022

  Hello,

  
  This customer has been contacted via email from our ************** Team on June 30, 2022, asking for images of what was received.  We have not received a reply from the customer as of today July ********.  ************************************ does not waive shipping charges for orders placed online through our retailers or vendors.  The shipping charges must be approved and waived by Amazon.  We encourage this customer to contact *********************** to thoroughly explain the situation, its plausible that the customer selected the incorrect reason for a return from the menu.  The A-to-Z Guarantee on Amazon explains how returns are accepted with third party reseller.  Again, the customer must contact *********************** to assist further with the shipping costs of this order.
  We apologize for the inconvenience.
  
  Kind regards,
  
  Safavieh ************** Team

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been waiting 6 months for a furniture delivery. Every time I call the manager ***** says it is "in transit".As of this date he still does not know where it is.I called the corporate office in port washington and got transferred to every phone in the company and no one can help me.

  Business response

  06/02/2022

  Thank you for bringing this to our attention.  Were sorry for any inconveniences this customer has experienced and we are immensely embarrassed that this client was transferred multiple times.  This is not a common occurrence when contacting our **************** Team, or Retail Stores.  After reviewing this customers order from the vendor, ****** Furniture, wed like to mention that this was a special order, therefore the time of production usually takes months.  The time of production for this product is approximate and not an exact time.  For all special orders, our team confirms with the client if they are willing to wait, and to be aware of expected delays.

  
   Our team has just confirmed with the vendor that it will take an estimated time-frame of 4-8 weeks to receive this clients product at our receiving/delivery center.  This product is in transit with the courier and once this is received at our facility our Delivery Coordinator will contact this client to schedule a delivery.  Our Sales Representative has recently followed up with this client on their order.  Again, this product is estimated to arrive within 4-8 weeks and once this is received, our team will follow up with this client.  The customer can contact our Delivery Team for a follow up if needed, please contact us at **************,email us at ***************************** or contact our Retail Store directly.  Again,we apologize for the inconveniences and we expect to provide delivery updates to the client once the product is received at our receiving/delivery center.
  
  Kind regards,
  Safavieh ************** Team

  Customer response

  06/04/2022

  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 have been hearing 4-8 weeks since the order was place.  I have been told its ready to be shipped and waiting for the delivery company to ship it.  I have been told it's in transit.  Now I am told something completely different.  I am being consistently lied to.  

   

  
  
  
  
  
   
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the lamps through Target however this company is a third party manufacturer. One of the lamps had some gashes on the side. I reached out to the company for a partial credit back to my account. The first e-mail they told me to contact Target. I did and was told they could not help me because its not their merchandise. Target told me to contact them. I e-mailed them and they ignored me. I dont want to return them because they were put together already and returning them (heavy & bulky) would be an inconvenience. I just want them to respond to me and compensate me for the damaged lamp.

  Business response

  04/27/2022

  Hello,

  Thank you for bringing this to our attention.  After reviewing the case and its contents, unfortunately, we cannot offer any type of compensation, replacement,refund, exchange, or discount for this product. We follow Target Pluss Return Policy and any issues that arise with the product within the return time frame needs to be addressed with Target Customer Support. This customer will have to request compensation with Target Customer Support.  We cannot make any exceptions in this case.  We do not provide any type of extended warranty, all warranty is up to the vendor of purchase, in this case, Target. 

  
   Below I have provided ******************** Return Policy:
  ******************** Return Policy
  Most unopened items sold by a Target Plus Partner in new condition and returned within 90 days will receive a refund. All items sold by Partners must be returned to Target, either in store or by mail. Some items sold by a Target Plus Partner have a modified return policy on Target.com. Items that are opened or damaged may be denied a refund. Some items, such as electronics, may have a shorter return window. Refer to the individual item description for return policy information.

  
  The customer has the option to return this product within 90 days, and should contact Target Customer Support for assistance.

  
  At this time, we are unable to process a replacement, refund, exchange, and discount or offer any type of compensation for the following reasons:
  1. Customer is within Targets Return Policy - ********s return policy is up to the vendor/retailer/store purchased from. Please see our return policy ***********************

  2. We do not provide any extended warranty. Warranty is up to the vendor of purchase. ************************* 
  3.Refusal to disassemble the product for a return is not a liable option for compensation.
  4. Upon arrival, the customer has a 30 days to inspect for any damage, defects, or missing parts. We are not responsible for any damage, defects, or missing parts after the 30 days have expired.
  

  In these types of circumstances, we have a 30-day return window with all our retailers/stores/online vendors. The retailer/store/online vendor of purchase is obligated to assist in a return or refund of your product within their return window.
  

  Unfortunately, we cannot assist this customer with their request. 

  
  For return and warranty information,please reach out to ***********************. 
  Please reach out to *********************** at ****************
  Go to their customer service page:
  *****************************
  
  Again, unfortunately, we apologize for the inconvenience. 
  
  Disclaimer: Please note we are the manufacturer and not the retailer that sold you the product. Any refund/exchange/return/warranty would have to be made with the retailer directly. We do not provide any extended warranty for our products and the normal return and exchange policy is up to the retailer that you have purchased the product from.  We recommend that you contact the retailer directly for more information on the specific terms they may have. Some items can be final sales and you would have to inquire directly from them on specific terms of such purchases.

  We apologize for any inconveniences.

  
  ******** **************** Manager

   

  Customer response

  04/27/2022

  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 contact Target several time and was told each & every time that they would not be able to assist me because its a 3rd party sale. Target can only discount or reimburse for items sold directly from them. I was also told by several different Target employees that this company is unwilling to help their customers in any way and that they have had a lot of issues with this company always trying to give customers the run a around a say its Targets responsibility when its 100% not. Its all the companys responsibilitie. This company refuses to take any responsibility and just tries to put it all on Target instead of taking ownership. I would like them to compensate me with a store credit to purchase something from them directly in the amount of the damaged lamp that I have to pay for to get fixed. I feel its unfair that I have to pay this amount due to no fault of my own. Thank you. 

   

   

   

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

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

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed frame on All Modern (Wayfair) 1.5 years ago. Last night, the bed collapsed, which was dangerous and unfortunate. I would like a refund, at least partially, to help pay for a repair or replacement. I can't imagine that a bed frame would only be useable for 1.5 years. I do not understand how this company thinks this is acceptable business practice. I reached out to them, and to All Modern, to attempt to resolve this and neither company was willing to work with me. They said it's out of warranty, and that there's "nothing they can do". Obviously, I will never purchase anything from this vendor or manufacturer again, but what about the $1,400 I spent to use a bed frame for 1.5 years? It's terrible that I am forced to send this nearly new, wooden frame to a landfill because they sell such low-quality products that it would be a safety hazard if I attempted to repair it myself.

  Business response

  11/17/2021

  Thank you for submitting your request and bringing this to our attention.  We have reviewed your case with our ***************** Team and inspected the ***************** ******************** ******* ************** and this is not considered a defect. Unfortunately, we cannot offer a replacement, refund, exchange, or discount since he purchase order date is ***** of 2020, which is well beyond our time frame.
  
  At this time, we are unable to process a replacement, refund, exchange for the following reasons:
   
  You are well over Safaviehs s return policy - Safaviehs s return policy is up to the vendor you purchased from. Please see our return policy ***********************
  We do not provide any extended warranty. Warranty is up to the vendor of purchase. ************************. 
  Due to the length of ownership, we are not able to comment on the usage and wear & tear of this item
  Upon arrival, you have 30 days to inspect for any damage, defects, or missing parts. We are not responsible for any damage, defects, or missing parts after the 30 days have expired.
  We do not consider this issue a defect and its likely caused by overall wear and tear.
  A few reasons this may occur: (1) Over the maximum weight capacity (2) Force to the leg that caused it to detach (3) Constant moving of the bed,misaligning parts (4) Not assembly the bed correctly or tightening or loosening the bolts/screws.
  We do not offer repairs for Safavieh products.  Since you are outside the return/warranty We recommend that you seek assistance from a local repair and restoration furniture store. Note: If your item undergoes repair / customizing, Safavieh is not responsible for any issues that occur after initial repair / customizing.
  
  We have a 30-day return window with all our retailers/stores/online vendors.The retailer/store/online vendor of purchase is obligated to assist in a return and refund of your product within the 30-day return window.
  Safavieh is not responsible for any damages, defects, or missing parts after the 30 days have expired. If the product is not deemed defective or a quality issue, we are not obligated to assist in a replacement. Unfortunately, we cannot assist you further in this case since you're outside our warranty. Please contact the retailer/vendor for other warranty options.
  
  
  This is not defect and the item is beyond our warranty time frame to issue any type of replacement or refund.  We cannot comment further on this case.

  
  [Declaimer] Please note we are the manufacturer and not the retailer that sold you the product. Any refund,exchange, return, the warranty would have to be made with the retailer directly. We do not provide any extended warranty for our products and the normal return and exchange policy is up to the retailer that you have purchased the product from. We recommend that you contact the retailer directly for more information on the specific terms they may have. Some items can be final sales and you would have to inquire directly from them on specific terms of such purchases.
  We apologize for any inconveniences.
  Safavieh **************** Manager

  Customer response

  11/18/2021

  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:

  None of the reasons they stated in the letter are accurate. The total weight has never been over 280 pounds (two people, 115 and 150). The sticker on the back says 450 is the maximum. The bed was properly assembled according to the letters on the pieces, and the instructions. Te screws and bolts were tight. It was on a rug, and it didn't shift or move. The legs were never abused. It's never been disassembled and reassembled.

  The piece that came detached was provided assembled (see image). The leg on the footboard was attached when I purchased the bed - it arrived in the box attached to the footboard. For that reason, it can't be blamed on an "assembly error". The defect was not something I had any impact on. It wasn't something that would have been noticeable within 30 days either.

  When I disassembled the bed after it collapsed, I was able to further inspect the situation, the leg simply detached from the s**** that was holding it. The questionable screw was installed by savafieh at the time of manufacturing. Upon inspection I saw that the other footboard leg was loose and it was only a matter of time before the bed completely collapsed. I can not reattach the leg, because as I said, it was assembled at the time of manufacturing and it wasn't made to be removed and put back. It would be unsafe to attempt replacement. I am lucky someone didn't get crushed under the bed when it fell. 

  You should not be selling this item. It's dangerous and disrespectful. I am confident that I am not the first person who has had their bed fall apart under 6 months after the "warranty" expired. The construction of the footboard completed by the company is not sufficient.

   

   

   

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

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

  Business response

  11/19/2021

  After a complete review of this case,unfortunately, due the length of time we cannot assist this customer in any type or refund, replacement, discount or exchange.  ********************* Team has inspected the ***************** ******************** ******* ************** and this issues in questions are not a defect and likely due to wear and tear.  We cannot comment further on this case. This resolution is final. 

  
  We are unable to process a replacement, refund, and exchange for the following reasons:
   
  1. The customer is well over *********************** s return policy - Safaviehs s return policy is up to the vendor you purchased from. Please see our return policy ***********************
  2. We do not provide any extended warranty. Warranty is up to the vendor of purchase. ************************. 
  3. Due to the length of ownership, we are not able to comment on the usage and wear & tear of this item
  4. Upon arrival, the customer has 30 days to inspect for any damage, defects, or missing parts. We are not responsible for any damage, defects, or missing parts after the 30 days have expired.
  5. We do not consider this issue a defect and its likely caused by overall wear and tear.
  

  We apologize for any inconveniences.

  
  Safavieh **************** Manager

  Customer response

  11/22/2021

  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 don't understand, or accept, that this issue was caused by excessive wear and tear after 1.5 years of use of a bed frame. Typically, bed frames last many years, sometimes 5 or 10, or even more when they are well made. How is it acceptable to have an item made of high quality wood, at a high price point, that only lasts a little over a year? It doesn't make sense. I do not agree with your assessment and I would like 50% of my money refunded.

   

   

   

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

  
  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. ↩