Complaints

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:07/11/2024

  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.

  We bought a couch from Classic Carolina Furniture on February 11, 2023 for $6700. One of the reasons we bought the couch was the lifetime warranty the sales person told us about and her explanation of excellent service. She even gave us her personal cell number if we ever needed anything. A side note: within 2 months of us buying the couch she left the company. After our first washing (which I followed their instructions to the letter) the cushion cover seams and zipper pulled apart. When we contacted the store the owner he was unwilling to back up the quality of the product. He was dismissive, accusatory and rude.

• Initial Complaint

  Date:08/21/2023

  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.

  New purchase 7/26 over phone with Kristen G*****. On 7/18 I made a huge purchase and when the order was delivered I wasn’t satisfied with the dining table as it was not stable and wobbled horribly. When I initially seen the table in their store that was the first thing my husband ask. Was the table going to be like this when we get this home. Kristen said no, this was floor sample but yours should be sturdy. It was delivered 7/25 and it was just as it was in store. I called immediately, they said send an email with video and I did. Then I called to make they receive email and video. I said I would like to exchange for a different table. They said okay, we will have to do it as a new order. I said that is fine. Then we made new order over the phone on 7/26 I asked Kristen since she was the one who I was working with about the color of the table and the sturdiness of the table. She never mentioned to me that the table would have a lot of indentations marks on the top. 8/14 the delivery of new table and to my surprise of seeing that table. I called Kristen she was off. So the next day 8/15 I email her and let her know I didn’t like it table with all the marks and can I exchange for a different table. I Never saw this table in person only online, it did not look like pictures online, I have requested an exchange and they are telling me I can get a 75% refund only. And this is where Joseph C****** comes emailing telling me his position of not exchanging but I can get a 75% refund oniy. Also they lay I would need to return the table myself, which I said fine but for a full refund since you are not going to exchange it Per the unprofessionalism of Joseph C****** he is not in the business of accepting returns nor do he have too. I was not mad of the Return information or policy. I see no mention that I found on there site for returning of a full price item. They did not leave receipt or paperwork at time of delivery. And they did not email me a receipt.

  Business Response

  Date: 10/19/2023

  ******* ****** visited our store in mid July and looked at all of the product she eventually purchased over the phone on July 18, 2023.  Her entire order, including a dining table, sideboard and dining chairs, were delivered 7 days later, promptly & professionally.
  
  Ms. ****** immediately complained that the dining table she received did not look like the unit she was in the store (it did - they all look the same).  In deference to her complaint, we paid our delivery crew to make another 210 mile round trip to Ms. ******’s home, to deliver her at the exact table she saw in the store.
  
  After this table was delivered, she complained yet again, stating the finish was different.  When we informed her we delivered the exact table that she saw in the store, she claimed that she didn’t want that table.  
  
  In a sincere effort to make Ms. ****** happy, we allowed her to select a different table, our best selling Sardis 60” Dining Table in the Distressed Natural finish.  Ms. ****** saw this table in our store when she visited in mid July as well.  We then paid our delivery crew to make another 210 mile round trip to Ms. ******’s home, where we setup her new table and retrieved the second table.
  
  After signing off that she received her final table in perfect condition, Ms. ****** then complained that her new table had “marks” & “distressing” on it and demanded yet another table.  At this point, we advised Ms. ****** that she purchased a table in a finish called “Distressed Natural” and that it looked exactly like the table on display in our store and exactly like the table pictured on our website.  We informed Ms. ****** that her order was closed.
  
  Here is a link to the table which Ms. ****** ultimately chose:
  
  XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

  
  Of note, there are multiple photos which show the intentional distressing.
  
  Classic Carolina Home strives daily to exceed our customer’s standards.  That being said, we do not allow our company to be abused by unreasonable customers who feel they are entitled to try products in their home to see if they like them, which is what is occurring in Ms. ******’s case.  It is very expensive to manufacture and deliver products to customers.  Our order terms are very simple: all sales are final.  We made two exceptions in Ms. ******’s case and will not make another.  
  

  
  

  Joseph C******

  Classic Carolina Home LLC

  1175 Woods Crossing Road, 7A

  Greenville, SC  29607

  (864)********

  ******ClassicCarolinaHome.com

• Initial Complaint

  Date:07/22/2022

  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 couch and love seat from this company, I did so sight unseen based on reviews and through 2 months of communication. I purchased this on Sunday July 17th via telephone with the company. as . The total cost was $3674.98 for a sofa and loveseat that was on sale. They delivered my furniture today, July 21st. Upon delivery the guys that they hired brought in the furniture and I noticed scuff marks on the sofas as well as the legs of the sofa and loveseat. There are also stains on the loveseat. I did contact the company and pointed it out to them sending them pictures and videos. Through all of this conversation they stated they cannot see the damage. I chose to go with a company because they said they had a lifetime warranty. I did not receive any paperwork when they dropped the furniture off and I did let the gentleman know and showed him all damages. I am getting nothing but anger from the company and I am livid that I paid them almost $4000 for damaged furniture and they have no desire to replace it. Not only is the furniture damaged but it is also not as described. I am extremely unhappy and I will not stop warning others until they resolve my issue. They can either replace the furniture or give me some of my money back for having to not only replace the legs but also get scuff marks and stains out.

  Business Response

  Date: 07/22/2022

  This customer purchased a close-out, floor model sofa & loveseat from us.  She was adamant that she needed it right away, as her current upholstery was “junk”.  We have a long text stream with her in which she acknowledged and understood what she was purchasing.  We typically don’t allow customers to purchase things sight unseen. In this case, we even drew up a diagram of both units, complete with measurements and required the customer sign the document.  The customer signed off, indicating she knew this was a final sale.  At delivery, the customer pointed out a few minor spots from carrying the units through her doors & home.  Our delivery crew carries fabric cleaning kits and would have gladly cleaned these spots for her.  Instead, the customer signed a document indicating she received the units in acceptable condition.  After the fact, she noted that she noted damage to 1 of the 4 sofa legs.  We agreed to send her a replacement. She indicated to both our delivery crew and to us that the real issue was she didn’t want a lounge height unit.  She clearly told us she did and knew exactly what she was getting.  We deliver hundreds of pieces of custom upholstery to our customers every month and bend over backwards to make people happy.  In the future, we will not make exceptions to our policy to not allow sight unseen sales.  

  Customer Answer

  Date: 07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. matter to a close

  I do not agree with this from the business. first of all they have people buying furniture sight unseen all of the time I was told that over the phone and I have been emailing reviews regarding that. I also have kept every single conversation that was discussed via messaging on ********. The fact that I sent photos to this company showing the damages and they respond with well we can’t see it so it’s not there or hey it’ll disappear, that’s not gonna fly with me. I did in fact point out to the guys that deliver the furniture which by the way they seem to be in a hurry the scuff marks and bottom of the couches. Apparently they were pictures taken before they were taken off the truck by the company refuses to send them to me. Also I did not get any invoice and my husband signed it well I had stepped away for a minute before I could get to it. Technically I didn’t sign off on anything I am the one that purchased the furniture it is in my name so anything signed is null and invalid. They state that they don’t cover fabric in the warranty however it’s all over the website and I will attach every screenshot of every conversation. They have a choice here they can either replace the loveseat which is most damaged with another sofa because the loveseat looks like a big chair it is nowhere near standard for a loveseat. Instead of asking me if I want to purchase a different couch and wait 8 to 10 weeks this is a simple solution. I will never purchase from them again but I will continue to complain and I will not stop until I get my issue resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/01/2022

  Type:Delivery 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 purchased several furniture pieces in store on November 28, 2021. They charged us the full amount despite not having any off the pieces in stock. We were told it would be a 3-4 month delivery window. Beginning in February 2022, we have emailed with an associate regularly looking for updates and we were always given new delivery estimates further out. We were told our furniture would be delivered in March, but only received half the order. No updates or communication regarding the remaining pieces until we continued to reach out for answers and updates. It has now been 6 months and they continue to blame the delay on international shipping and refuse to give us a refund for missing pieces. We would like our money back for the furniture we have not received.

  Business Response

  Date: 10/19/2023

  ***** ***** placed an order with us on November 28, 2021 for products she knew did not have in stock, at the height of the Covid pandemic supply chain collapse.  We promptly ordered all of her products.  Ms. ***** signed a document indicating that she understood that our time line was estimated was our best estimate and that the order could not be cancelled if the timeline estimate was not accurate.

  
  

  We delivered ******* ******** bedroom set on March 28, 2022, 4 months to the day she placed her order.  Her Sicily Extension Dining Table arrived April 25, 2022 * her Sicily Sideboard a month later.  Both of these pieces were delivered to other customers, after Ms. ***** requested a full refund on these ordered pieces.

  
  

  Classic Carolina Home maintains a 95% in stock status on our inventory, warehoused locally and we have the fastest fulfillment timelines in our industry.  During the 30 months following April, 2020, our deliveries increased by 387% and our delivery timeline went from 11 days to 8 days.  No company in our industry performed at a higher level during the pandemic and the chaos that followed.  Orders on products we do not stock represent less than 2% of our total sales volume.