ComplaintsforDecor Market

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a shelving unit on May 25,2023. The product came damaged. I received the item on June 1, 2023. I called Decor Market immediately after opening the box. The box fell apart as I was opening it. It was taped together and in pieces. I left a message and got a call back and asked **** if I could get a replacement. She said I needed to ship the item back at my own expense and use the box it came in. I told **** the box was destroyed and fell apart when I opened it. She said it was their policy. I explained to **** that when I receive something that I paid for and it is damaged I am not going to pay to ship it back and how am I supposed to find a box to fit the shelves in? I told her again that I would like a replacement and even purchase another lf the same item. She said she would send me an email and I could attach photos of the damaged item. I never received an email and called back later. 11:47 am: I spoke to a male and didn't get his name, but I gave him my email address and he said he would send me the email and I could attach photos. I never received the email again. I called and left a message on 6/2/23 saying that I have not received either email that I was told would be sent. I am on top of this early because I am anticipating that I will have to deal with some runaround nonsense with this company. I just want a replacement. When I receive the replacement I will send the damaged item back in the box of the new shelves, unless the box is destroyed when I receive it. I do hope that **** will do her job and follow through with what she said she would do. Thakn you, *****. Order # **********. Tracking # **** **** ****. SKU #************. Tyrique 4 tier black shelves.

  Customer response

  06/05/2023

  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

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last year in February of 2022, my mother ordered 4 *************** barstools from Decor Market. I believe the total was a little over $800 dollars. We received three of the four barstools in July of 2022. We contacted the company repeatedly asking when the fourth barstool would be here, as it was told they would all arrive at the same time. Around the end of 2022, we inquired about returning the three barstools they had sent as we needed all four for our space and it appeared we would never be receiving the fourth. The company responded to the email saying we could only return the three barstools if we had the original packaging they arrived in. We obviously did not have the original packaging as we had received the barstools nearly 6 months earlier. They were sitting in our guest bedroom untouched for months and have no sign of wear, and we still had the online receipt in our email. Since we apparently couldn't return the three unused barstools, we continued to wait for the fourth. My mother inquired about any sort of discount the company could provide for the inconvenience, and they said the most they could offer is 10% back. Today, March 15th, 2023 we finally received the fourth barstool. As we unwrapped the barstool, we noticed a corner of the box was damaged. When we inspected the barstool, the back left leg was broken. My family is just so exhausted. We would have never spent nearly $1,000 if we knew that this would happen. We have reached out to the company to let them know and they will likely send another barstool, but it will likely take months. Considering the whole situation, my family has decided if the company can't give us a significant discount for the inconvenience, we would like to be fully refunded and we will send back the barstools. It is just unethical for a company to charge for 4 items and only deliver 3 and not make any attempt to resolve the situation.

  Business response

  03/16/2023

  We sincerely apologize for the inconvenience and frustration this experience has placed upon you. Our customer care team has reached out to offer a larger discount given the circumstances and a free replacement will be shipped as well once it is available. The damaged item is not required to be shipped back. Unfortunately delays with the vendor's manufacturer are out of our hands and the first item was lost in transit with FedEx. Please let us know if we can be of further assistance as our customer experience is our top priority.

  Customer response

  03/20/2023

  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

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #********** for *************** 6 Piece Living Set was placed on 8/19/21 for $698.40, item is listed for outdoor use (per website listing: "stylish, luxurious outdoor dcor"). It was delivered and we set it up on our outdoor deck in ************ mid September 2021, ensuing it was covered when not in use. We do not live in an area with extreme weather, so I was shocked when less than a year later (August 2022) I noticed the wicker snapped in sections (underneath the glass topped table, the top of the back of one of the seats, and most concerning, the seating area of one of the seats meaning it was no longer sage to use). It quickly worsened and in another month's time the entire wicker portion under the glass had collapsed as well as the seat. My dispute is regarding false advertising - an outdoor patio set in ************ should not be falling apart to the extent that it is not safe to sit in after a few months, especially when it remained covered when not in use. This is clearly a defective product or it should not be sold for outdoor use and I would like to be refunded as the set is no longer safe for use.I reached out to Decor Market via phone and left a message in August, but did not receive a call back. I reached out again via email in September detailing the situation and providing photos (same attached here), asking if product could be replaced given the aggressively rapid material/construction failure for an expensive product that was covered up when not in use which they responded and said they are unable to process a replacement/refund/exchange more than 30 days after receiving merchandise.

  Business response

  12/12/2022

  Hello,

  As for order **********, When the customer first reached out in 2021 and informed us of an issue with the item they were within Safavieh's return policy. In which case, we had processed a full replacement for the item back in 2021. After a year, ******** is not able to further assist on any previous orders placed. Therefore, when the customer reached out a year later we were not able to advise on the item's wear and tear.

  Customer response

  12/19/2022

  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 had reached out to Decor Market requesting a missing piece after delivery in Sept 2021 during the assembly process as the couch was missing the center leg to support between the seat and the ground at which a replacement was issued. My current issue is this furniture set is advertised and sold for use outdoors, was covered when not in use, and only used a handful of times in under one year before we noticed the wicker was broken. It is clearly product failure when the entire tabletop collapsed in August, fully covered by glass in addition to our furniture covers, and only light use in a household of 2 adults. It is not wear and tear when the set of outdoor furniture disintegrated both in areas where a body would peripherally make contact (like underneath the seat cushion, now not usable) and in other areas not touched by a person (top of the seat back) after only light use in a household of 2 adults. This product is being falsely advertised for outdoor use and I would not have purchased if it was only suitable to use indoors. The photos attached are the same that I shared with Decor Market a few months ago when initially reaching out regarding the defective product.

  
  
  
  
  
   
  

  Business response

  12/19/2022

  As per our previous response, after 30 days the vendor ******** does not issue any replacements or refunds as they do not offer an extended warranty. We handle each customer on a case by case basis and issued this customer a replacement within the 30 day period when requested. Unfortunately we are not able to further assist with this order due to ********'s policy and it being over a year since the product was received. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a chair in Jan. 2022, was notified in Feb. 2022 that the order was delayed until Sept. 2022. In Nov. 2022 I followed up as I had still not received my order and requested a refund. They agreed to the refund, but said they could not refund my initial form of payment and would have to mail a check. There appears to be many other similar complaints and reviews and I believe they are intentionally holding onto customer funds and not ordering the merchandise and should be investigated.

  Business response

  11/29/2022

  To whom it may concern,

  We use Authorize.net and PayPal for credit card transactions. With PayPal, we are able to refund customers as there is no time restraint. As for Authorize.net, the payment expires after 6 months on the platform and we are unable to refund the preorders via the original method of payment. Our accounting department has been mailing out checks to those customers whose payment expired and many have deposited their checks. We do advise that it takes up to 3 weeks for the customers to receive the checks via the mailing address they provide. In the complaint above, we had just issued the customers check and it is being mailed out. This was all communicated to the customer via email. Please let us know if you would like us to provide further information to resolve this matter.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My client ordered two chest from the company, upon receipt we found that one of the trust had damages and re-reported it. We requested a replacement and they agreed and needed ** to verify that we needed one chest replaced, which I verified. I then asked about the finishing, but at no point did I cancel the request to have a replacement. They are now informing us, as I had to question an update on the chest, that they will not be replacing the chest because it is beyond the 30 days. We sent them pictures of the chest and they agreed that it needed to be replaced and now they are doing nothing.

  Business response

  11/09/2022

  This is an incomplete explanation of the customer situation as we did not have a response to confirm the item for 11 months. ********'s policy clearly states that a replacement cannot be sent after 30 days however they have gone ahead and issued a replacement as a onetime exception as this is not the fault of Decor Market 

  Customer response

  11/10/2022

  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:

   

   We requested the exchange within the timeframe and verified that we wanted the replacement chest. We never cancelled the request. 

  
  

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

  Business response

  11/10/2022

  The replacement is being shipped out and the customer has been informed that they will have tracking in the next few days.

  Customer response

  11/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that once the new chest arrives, undamaged, this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* **********
  
  
  
   
  
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a coffee table from this site back in March 2022. I was notified that the item was backordered and wouldn't be delivered until October of this year. My credit card was still charged the full amount of the item as well as $31.50 for shipping. Because I really liked the item I had selected, I decided to wait it out until October. I still to this day have received no update on my order or notice that it would ship at any point in the future.I reached out to customer service and they said they would send me a check in the mail for the cost of the item. They asked for **** business days to receive this check. It has been 19 business days and still nothing. I will most likely have to eat the cost of shipping for the item THAT NEVER SHIPPED.After doing some research it looks like this company is fraudulent and accrues interest on your money until you demand it back. This is with absolutely no intention of ever sending you the item you have purchased. It's a total scam and I just wanted to share this story so that no one else would make the same mistakes I made.

  Business response

  11/09/2022

  Unfortunately this check got lost in the mail and the customer has been contacted via phone and email letting them know that another one has been submitted and they will receive it in the next few days. 

  Customer response

  11/10/2022

  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. I still do not agree with the matter to which this company conducts business. It is misleading and arbitrage and I'd like to warn others about the true nature of the organization, to accrue interest on an individual's money until they demand it back from them. Will not ever do business with this company again.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a end table from Decor Market by mistake. A minute later I requested a refund as this was not meant to be purchased. Decor Market said they were cancelling the order. I then received an email A DAY LATER that the refund could not be processed as it was already preparing for shipment, even thought I emailed A MINUTE later so this is not possible. They said I can return the item but at a 15% restock fee which is ridiculous. I just want to not receive this item and not be penalized. Thanks.

  Business response

  03/31/2022

  Hello,

  We are sincerely sorry for all the inconvenience this has caused you. We were able to resolve the issue with you over email. Please let us know if we can further assist you on this matter.

  Customer response

  03/31/2022

  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,
  
  *****************
  
  
  
   
  
  

*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. ↩