ComplaintsforRoundhill Furniture Inc.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Biony 3-piece set off of Amazon on April 15, 2023. The box arrived undamaged. After spending more than two hours putting the table together, We discovered there is a crack in the laminate finish in the center of the table. I contacted the customer service email the following 3 days and proceeded to get into a back and forth about how my only option is to return the entire table for a full refund. That would require an additional 2 hours to take the table apart and repackage it. As any company who values the time of their customers, that is not a viable option. I requested that they either provide a replacement tabletop, or provide a partial refund.This is no way to treat customers. The customer service number listed is also out of service and providing just an email to interact with doesn't seem legal. This is not good business practice to not work with a customer to find a solution that works for them.

  Business response

  05/12/2023

  Since this order was placed on Amazon, for any return and refund request, please reach out to Amazon for help.

  Please return this order per Amazon instruction, and you will receive the refund by Amazon guidance.

  Only Amazon can issue return, refund, and exchange.

  Roundhill Furniture 

  Customer response

  05/12/2023

  On Amazon, Amazon's guidance is to contact the business for product support. Therefore, if I go based on what Roundhill Furniture is telling me to do, which is to go by what Amazon is telling me to do, I am doing just that, asking for a replacement part. I want a replacement tabletop that is not damaged. 

   

   

  Customer response

  05/22/2023

  I do not want a refund. I want a replacement table top.  I said I would take a refund if they are unwilling to accommodate me in replacing a defective part, but they are willing to do neither. They are saying to return an entire table that was put together over a two hour period and would take two hours to dismantle.  Nobody is doing this, and they know that. So instead they are choosing to not stand by their product.  I want a replacement tabletop. And when looking on amazon, it says contact the company for product support. A fact that they are sidestepping throughout this whole correspondence. 
  

  Business response

  05/26/2023

  Hi,

  Thank you for your email. We are not able to ship replacement parts from our end nor issue a refund. The way to get replacement order is submit a return request via Amazon and the customer can choose either a replacement order or a refund once Amazon receive the return

  Thanks

  Roundhill Furniture 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bedroom set from Round Hill via Wayfair. Upon arrival the packaging was fine, but inside a side rail was pretty badly chipped. It still went together fine, so I proceeded with putting the bed together in my master bedroom, of which I just had new carpets laid the week prior. The legs of the bed are made with a black plywood with plastic caps screwed into the legs, left to be unscrewed to floor level by the assembler. As I begin this process, I notice my hands had become covered in black, rubbed off from the legs which rest on the floor- as previously stated, until the plastic caps are unscrewed. Because of this, the head and footboard fabrics also had black marks from the wood touching them. There was no warning that the legs of the bed should not touch fabrics or skin. I contacted Wayfair on April 1, urgently begging for a remedy to remove the black paint from my new carpet and bed fabrics. They informed me I am required to deal directly with the manufacturer and they would forward my complaint and photos. On April 4, ***** from Round Hill reached out alleging she had no information or photos surrounding my question. This is when I again, urgently began pleading for suggestions to remove the black or any information on what substance the black paint is made of. It is now April 12 and I have had no conclusive response from Round Hill. In fact, ***** insists my photos are not enough and because no one else complained, there must be no issue. She also insinuated there was no black paint on the legs… cheap ply wood does not come in a jet black variety. I would like a sincere apology from Round Hill and a refund for the bed AT THE LEAST. This doesn’t even begin to cover the cost I will incur to replace the carpet and bed. Shabby craftsmanship, awful customer service, and inability to take ownership of their faults. I’m very disappointed in this poor business practice.

  Business response

  04/18/2023

  Hi,

  Thank you for contacting us. We have checked and reviewed your case, and your case has been closed by Wayfair. We can ship replacement support parts per customer request through Wayfair. Wayfair and Roundhill provided 20% discount of total cost and the customer agreed with this resolution. This case was closed due to agreement accept. 

  Thanks

  Roundhill Furniture 

  Customer response

  04/18/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  11/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a table and stool set from Round Hill Furniture through Amazon. There was no hardware included in the box with the stools to assemble them. Through Amazon I contact, and they contacted the seller for weeks. We never got a response. Now I have two stools that I can't put together because I have no hardware, plus one of the stools has a partial broken wood frame u ser the seat where the hardware would screw into. Round Hill's lack of response is totally unacceptable.

  Business response

  11/28/2022

  THE FIRST EMAIL WE RECEIVED FROM THE CUSTOMER ([email protected]) WAS ON 11/27/2022. We did not received any email from this customer or cymax before. After receiving this request, we create replacement parts for customer already and the customer replied and confirmed. Please close this case. 

   

  Thanks

   

  Jennifer

  Roundhill Furniture 

  Business response

  11/30/2022

  THE FIRST EMAIL WE RECEIVED FROM THIS CUSTOMER WAS ON 11/27/2022, AND WE CREATE REPLACEMENT PARTS ORDER ON 11/28/2022. This parts order was shipped out on 11/30/2022 with FedEx tracking#************. Email notification was sent. 

  AGAIN, AS ROUNDHILL FURNITURE, AS manufacture, WE ACT QUICKLY WHEN WE RECEIVE CUSTOMER FIRST CONTACT. This BBB should not toward Rounhill Furniture because we never receive any contact from Amazon side, where the customer made this purchase. 

  Business response

  12/05/2022

  Dear ***** ******,
  Thank you for reaching out to Roundhill Furniture.
  We have received your parts request and currently preparing your parts order. Please allow us 2-3 business days for shipping information update. You will get another email when order is ready for shipping.
  Sincerely,
  Roundhill Furniture
  PARTS DETAIL
  Item: *******
  Parts: 3-Front leg-(4)
  Shipping Address:
  *** ****** ***** ** *** * *

  *** ***** ** **********
  Roundhill Furniture
  3640 Zane Trace Dr
  Columbus, OH, 43228
  ###-###-####
  Mon-Fri 9:30 AM-5:00 PM
  
  

  
  

  Customer response

  12/14/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Roundhill Furniture dresser and noticed one of the decorative backing plates on the handle had been broken. I requested a replacement part via their email contact multiple times with no response. For a company whose vision is "To ensure maximum online furniture shopping experience for all our customers by providing great quality furniture, customer service, and reasonable prices," they definitely fall short on their customer service.

  Business response

  09/20/2022

  There are 2 kinds of knobs for this dresser. Please advise which knob you need. For small drawer or large drawer.

  Thanks

  ********

  Customer response

  09/20/2022

  I accept the business's response to resolve this complaint and appreciate their prompt response. I will be requesting replacement parts for a large drawer after Jennifer asked that I specify which hardware I needed.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered a vanity from them and the mirror came broken, made several to attemp to reach them to reach them by email and phone, no response, so i"m stuck with a vanity that has a broken miror,

  Business response

  09/16/2021

  Hi,

   

  Thank you for reaching out. Please send us a FULL copy of your purchase invoice in PDF that includes your order number, date, full product name, and full shipping address to [email protected]

  Once we verify the order and status, we will take care your case asap

   

  Have a nice day!

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worst.Customer.Service.EVER. I emailed the company with all requested information on 8/31/21 and made several attempts to request a reply since, but nothing. I purchased one of their products with a damaged leg that I requested for replacement. I'm even willing to purchase said leg, but the company can't be bothered to respond or address my concern. I don't know how they're still in business. They could stand to learn a few things from their competitors, one of whom valued customer service so much that they send an entirely brand new unit worth hundreds more than the single part I'm requesting from Roundhill.

  Business response

  09/16/2021

  Hi,

  
  
  
  Thank you for your reply. We have verified that this order was not purchased through our authorized seller so we are not able to ship or sell any replacement to you. 

   

  Unauthorized and unauthentic is not covered by any warranty or service. Please contact the seller for solution  
  
  Thank you for your understanding, and have a nice day! 

*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. ↩