ComplaintsforMeadowBlu

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for a bed 3/23/2022, at which time only a "typical shipping time" was listed as 5-7 business days. Pretty immediately I received a shipping update with a 10-12 week shipping time. This was less than ideal since I had been browsing for a while a preferred a sooner shipping time but I waited. Close to the 10-12 week **** (5/26) I reached out for an update and was told my order was on track and would ship at the end of June. July 7th I had not received or heard anything so I reached out again. This time I was told there was a delay and arrival would be mid August. At this point I wanted to speak to someone on the phone out of concern that I am expecting and needed this bed to arrive prior to giving birth. The phone line did not work. I emailed about the phone line and got this reply "Our customer service line is down at the moment. How can I assist you further?" I sent my concerns via email. The person I talked to offered to find me options with a quicker ship time. The options she sent were 2x's the price of the bed I purchased originally and not the same color or style. August 9th I requested another update. "Your order is on the way to the vendor's warehouse. Once it arrives, it will be inspected and then routed directly to you. It does show still on track for mid-late August. This typically means around the 15th-25th of the month." 9/22 I reached out again. The lady I had been speaking to was no longer there and that's the most I got from the conversation. No update, no response to my concern that the bed wasn't coming at all. I've called and so has my husband. We just want a refund at this point so we can order a bed from a reliable vendor and focus on bringing a healthy baby home:). This has been an unwanted distraction full of disappointment repeatedly. It's really hard to believe the run around they've given this far with no offer for better options other than spending 2x more money with no return of reliability on their part.

  Business response

  09/28/2022

  Business Response /* (1000, 11, 2022/09/20) */ Customer ******'s order was delayed due to product availability. She was offered multiple alternatives throughout the shopping experience. The customer was notified on September 6th that her item was scheduled to ship on September 29th. Customer ****** filed a chargeback on September 9th which prevented Meadow Blu from providing a refund. Meadow Blu conceded to the chargeback on September 13th and notified the customer via email of this action. We no longer have the funds for this purchase and the customer has received her desired result of a refund.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  -Ordered counter stools on Oct 27, 2021. -Candace W***e (Trade Account Manager) from Meadow Blu emailed on Nov 2, 2021 confirming 10-12 weeks lead time. -Jan 12, 2022 Candace replied to a follow up email confirming container is arriving at the warehouse 3.5-4 weeks. -Feb 14, 2022 Candace replied to an email sent on Feb 8th citing port congestion delays expecting outbound shipment at end of March. -April 13, 2022 Candace replies to follow up emails sent March 29, Apr 5 and Apr 12 stating continued port congestion and delayed delivery early July. -Jul 12,2022 Candace replies to Jun 22, July 6 and July 11 requests for update, proof of shipment with no resolution except that the ETA is still July. Credit card was charged in the full as of Nov 3, 2021 and still no goods received.

  Business response

  08/17/2022

  Business Response /* (1000, 9, 2022/08/09) */ There were delays in this customers fulfillment due to the strain on the logistics supply chain. This customer requested documents that could not be supplied as they were proprietary (signed manifest of the cargo vessel, which contained not only this customers merchandise, but the merchandise of suppliers nationwide and a variety of products not solely belonging to Bungalow5, the supplier) We did promise this customer tracking once her order was shipped and have come through on that promise. This has all been communicated as documented along with an anticipated arrival date shared with the customer of approximately 8/15. We look forward to this consumer receiving her long awaited product and hope she enjoys it for years to come! Warm Regards, Candace M. W**** Trade Accounts Manager & Sales

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am seeking a refund for an order that has not been fulfilled as promised. On 11/21/2021 I purchased a Bungalow 5 Paris Bench and was charged in full ($1,024.80) for the order. Shortly thereafter I was advised the item would not be in stock for 10 weeks. After that timeframe passed with no update, I emailed to checkin and was informed the new timeframe for delivery was sometime in late May to early June. Once again that timeframe passed with no update. I inquired on the status again in June and was told the timeframe was now sometime in July, though if I was no longer willing to wait a cancellation could be processed. I requested the cancellation and there has since been no response to my multiple follow-up emails or voicemail. I would appreciate assistance in getting the full refund of 1024.80 processed promptly to my credit card.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/22) */ ******** *, the manufacture, was unable to stop the fulfillment of Mrs. ******'s shipment as the allocation of her order had already happened. Her shipment was handed over to the transportation company on 7/13 which a formal tracking email sent on 7/18. The carrier then contacted Mrs. ****** on 7/20 to set up her delivery appointment on 7/21 and her delivery was completed with no exceptions/damage noted on 7/21 @2pm. We are not able to issue a refund at this time. If Mrs. ****** has any other questions about her order, we will be happy to help her directly!

• Initial Complaint

  06/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order for two sofas on May 3rd. The website stated ready to ship. We received the sofas on May 16th morning by ONE gentleman. The sofas were stacked one on top of each other and pulled out on a trolly by the deliver guy. As he was pulling it out the boxes were wobbling and ready to fall, but he somehow managed to keep it steady. These sofas are easily 300lbs each because the base of the sofas are plinth platform wood. The guy who was by himself asked my husband for help to push the trolly that both of the boxes were sitting on top of each other. My husband was definitely hesitant, but being the nice guy he is he went ahead and helped because there was no way one guy was able to bring the delivery inside the garage by himself. Once the boxes were left as is, one HUGE box stacked on top of the other the man asked my husband to sign off the paper, my husband clearly said he has to inspect the boxes first, but the delivery guy responded "no sir we are not suppose to wait around we have other deliveries to make." we signed it off and he left. once we got to the boxes, which was 10ft high the top of the box was broken with a giant hole, once we opened the boxes BOTH the sofas were damaged inside, one was more than the other. Right away we took pictures and have videos of him bringing in the boxes and the camera shows the boxes were damaged. I have patiently been waiting for a response from MeadowBlu for one month and one week. The only answer I got was they sent out a replacement for the sofas, which was "accidentally said" the next email they changed words said "no we are not sending anything, we are looking into the matter." its been more than 42 days, no response. These sofas have dents, scuffs and marks on it. Let me also mention these are $7,000 sofas, its not easy to justify this bill if we are not satisfied with the service. We are hoping BBB can help us get our refund and we are ready to provide any photos, videos or emails needed. Please help us.

  Business response

  08/03/2022

  Business Response /* (1000, 14, 2022/07/24) */ Meadowblu has fulfilled their obligation to this customer and their order by fulfilling their order on time. This customer was instructed via email instructions on how to receive her shipment and to refuse if damaged. The customer was aware her shipment was to be delivered Curbside, per her preference and non selection of white glove and the customer voluntarily signed the carriers delivery paperwork without noting box damage or product damage. The customer has said that her and her Husband brought the sofas into their home after the customer had fully unpacked, and set up the sofas into their home. The customer also disposed of all packaging. The damage sustained does not align with the small tear in the top of the box, and does seem to be a common type of damage when improperly unpacked and or improperly brought into the home. Since this customer did not follow the communicated directions on receipt, nor the communicated instructions regarding damages listed in our Terms & Conditions, and discarded of the packaging, nor did they notate the Drivers Delivery receipt of any Damage, the carrier and the manufacture have respectfully denied their claim to damage as the damage cannot be solely limited to the liability of the carrier. In working with the Better Business Bureau, we were able to provide the customer with a list of 12 accredited cleaning companies who can assist her in the cleaning of her sofa. Meadowblu has also said that as a courtesy we would help with the reimbursement of the cleaning of her sofas. The customer has refused. At this time, we are unable to help this customer further, but will stand by our offer to still assist the customer with the cleaning of the sofas where the damage was claimed after they brought their sofas into their home.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Placed order in February with Meadow Blue, at time of order website indicated product availability in April. No update. Contacted company and they said furniture not ready or shipped yet so I cancelled order. Company stating store credit only which contradicts website policy: Not a custom order Furniture did not ship from vendor Furniture brand not listed as a custom item Customer service fails to respond to inquiries Sent their website policy and they stopped responding

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/05/17) */ Meadowblu.com's site did not note ETA's at the time of order. A personal email was sent to the customer directly on 2/22 noting ETA's and to respond within 24 hours if the ETA did not work, otherwise the order would be placed into production. We did not hear back from the customer so both pieces went into production with Bungalow5 based on her non rebuttal. Both items had to be made. The Bungalow 5 Caanan Side Table was put into production and was set to deliver with a previously communicated ETA of Mid June. The Bungalow 5 Parsons Console did have an early April Ship Date. It was delayed due to a unforeseen container hold at the Port for a few additional weeks, however, it was released into the shipping que as it was available for shipment at time of cancellation request. Bungalow 5 was able to cancel and pull back the Parsons Console from the shipping que however, there are restocking fees associated with both pieces as they were produced specifically for this order. Typically the restocking fee with Bungalow 5 is 25% but we were able to have it lowered to 15% as a courtesy. The refund/cancellation has been processed less this fee and a followup email has been sent confirming such. Consumer Response /* (2000, 7, 2022/05/18) */ Thank you the business responded direct and refunded my money. Matter can be closed. Thanks *******

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We placed order #***** on June 19, 2021. The order was 2 x Arm Chairs ($1698), 10 x Dining Chairs ($5690), and a Dining Table ($3399). Our order also included White Glove delivery ($1419). We purchased during a 20% off sale and received a $2157.40 discount. There were multiple delays from the original delivery date and frustrations throughout the process such as lack of timely response from customer service requiring multiple follow-up calls, customer service not having visibility into where the items were or when they would be delivered, and bouncing us back and forth with the shipping companies which also did not have good visibility or any answers. We were not happy but we chalked all of this up to supply chain issues during the pandemic and an overwhelmed customer service department. However, we have several open complaints which need to be addressed by the company and they will not return our multiple phone calls, online submissions, or emails. Now they appear to be screening our calls. This is extremely unprofessional for an online retailer that deals in high-end order values, and there is no other way to get answers. Our complaints that need to be resolved: (1) 2 x Arm Chairs ($1,698 value) have not been delivered and there has been no update as to the whereabouts of the chairs despite multiple voicemails/emails/online submissions - these need to be cancelled and refunded (2) One Dining Chair showed up with an untreatable stain on the cushion - this needs to be refunded (3) the "White Glove" delivery for the 10 x Dining Chairs consisted of a truck unloading a pallet into our garage, there was no unpacking/unboxing, box/pallet haul off, nor moving inside as the delivery company was not authorized to break the shrink wrap, and we had to hire our own movers to pick up the dining table from the distribution center as we could not get an answer on when our table would be delivered and assembled - the full White Glove delivery amount should be refunded.

  Business response

  02/17/2022

  Business Response /* (1000, 11, 2022/02/17) */ A refund of $539.80 has been issued for the White Glove Service that was not preformed. The customer made arrangements with the delivery company directly for the pickup of their table as they did not provide adequate notice of an event being had at their home and once the table made it into the local terminal, the customer provided a demand date to complete the delivery otherwise she was going to pickup her order. This very short notice of the event being held failed to give the local terminal a chance to complete the delivery of their table and ***** glove service of their chairs, which was to be completed when the table was delivered. The local terminal made an exception to allow for pickup and forgo the final mile delivery. The remaining Shelter Chairs & Replacement Cushion are in transit with an arrival date of 2/28 into the California Port with shipment to the customer 3-5 weeks thereafter depending on unforeseen nor unpredictable conditions at the US port. Tracking will be sent once available. Consumer Response /* (3000, 17, 2022/04/27) */ We have yet to receive the promised refund and the chairs and it has been two months. Is there a process to re-open a complaint to prompt the business to fulfill their commitment? Thanks, **** ****** Business Response /* (4000, 24, 2022/05/17) */ Tracking was sent to Lindsey ******, as her email is the main email on file associated with the order. The email on file was **********@gmail.com. The chairs are awaiting carrier pickup with Deliveright, which is the only White Glove Carrier option available at this time (the shipping method the customer selected.) They are set to pick up by the 25th with transit to Texas thereafter. The refund has been issued to the customers visa ending in 9999. Consumer Response /* (3000, 26, 2022/05/18) */ Just a heads up that as of today 5/18 we have not yet received the refund in our account. We did receive the tracking email, and that's good to hear that the carrier will pick up by the 25th for transit to us. Consumer Response /* (3000, 32, 2022/06/07) */ see attached email from complainant regarding refund and delivery of furniture. Business Response /* (4000, 36, 2022/06/09) */ Refund has been issued. Customer has tracking which shows chairs are in route and that they have reached the local terminal. Deliveright will contact them to set up their delivery appointment. Consumer Response /* (2000, 38, 2022/06/10) */ I can confirm that the refund is now showing up as pending on our credit card. Thank you, ****

• Initial Complaint

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Preordered dining room chairs in March 2021, with an ETA of mid-October. October came and went and the company did not update on ETA, I contacted the company and they said November. After Thanksgiving I decided I didn't want the chairs as it had taken so long and I really had wanted them for Thanksgiving, I reached out to cancel my order and was told I was put on a priority list shipping beginning of December. I reluctantly agreed. A week later I made the definitive decision to contact them to please cancel my order. I received an email saying that they could not cancel my order. I wrote them informing them that at this point I truly just needed my money back and the chairs were no longer a priority since I hadn't received them in time and no one ever got back to me. I spent $1300 dollars on chairs I never received.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/09) */ Ms. ****** purchased her chairs and her eta did indeed get pushed out due to port and transportation crisis. She was contacted each time. She did ask to cancel her order on November 17, 2021 however, decided to keep her order when she found that we had the best deal and had already waited 9 months. She reached out on November 29, 2021 asking to cancel her order as she had some financial hardships but the order had already been placed on a container to ship. We have since intercepted the shipment and issued a refund to her. We understand that circumstances change however, our Terms & Conditions clearly state that furniture sales are final. We feel we have done the right thing for her as a valued customer.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This Company charges exorbitant shipping and has essentially told me they will be delivering my furniture on the side of the road in busy streets of Manhattan and that "it's not their problem because that's what I paid for." I simply asked them if my piece could be placed inside the lobby of my apartment building to avoid damage and the hectic street - they maintained the position that you get what you pay for and it will be on the side of the road. I hardly find this unreasonable when services like Amazon deliver packages inside apartment buildings. They have spoken to me foul, I have recordings, and have maintained falsehoods about me as a customer that are not true, such as I am demanding white glove service when not ONCE did I mention white glove service. This is the worst customer service I have ever experienced. I have relayed my story to other customers on their social media outlets but they block because they cannot take criticism. Please file complaint.

  Business response

  10/12/2021

  Business Response /* (1000, 8, 2021/09/28) */ we are sorry that ****** is disappointed in our company. We understand that her first order may have not been what was expected as the shipping method of Curbside was chosen. We gave a discount and when the second order was placed, we again acknowledged that they were unsatisfied and had the the order brought into the threshold of the apartment as we value our customers. The customer did receive a chair that was missing the floor tips and we immediately had them ship to her and followed up to make sure they were fine. The customer then orderedd a third time and knowing that Curbside was exactly as it states, chose to have it shipped this way but when it was time to deliver, she reached out and wanted it brought into her apartment lobby. We explained that we would be charged extra to do so therefore we would have to charge her the difference. She proceeded to complain about the fact that other companies did not charge extra to deliver inside her building. The product ordered weighs 285 lbs. and she was aware. We also were informed by her mother yesterday that our carrier arranged delivery on 9/27 and did not show up. After verifying this information, we discovered that this order was not available for delivery until today as the NJ HUB had just received it yesterday as it was only picked up on 9/23 from the original hub. We have given multiple discounts and free services to the customer and her mother. However, after the second order that they chose curbside and being aware of exactly what curbside means, we are not able to issue any additional discounts due to shipping as they are very well aware of the charges. We would love to see them shop with our company again but we cannot give any other free services to them at this time.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The original order was placed on August 11, 2021 for 6 Candelabra Home Gwen Velvet Chairs in Cognac, totaling 3,967.57 ($997.51 in shipping charges) clearly stating a 1-2 week window to receive the order. After 20 days we reached out to MB to get a status update on our order, only to discover that our order couldn't even be fulfilled. Note, this was a time sensitive order for a project and we were not in a precarious situation. After a series of additional emails and phone calls, Candace continued to give us the run around. I might add she was incredibly challenging to get a hold and seemed to be the only member of the customer service department. After 30 days and still no confirmation that the delivery service had retrieved the parcels, we asked that the order be canceled. Once again she goes rogue the finally responds stating that she's not sure if the order can be canceled. We want a full refund on this order.

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/09/22) */ Unfortunately the customer misread the shipping timeline that was quoted, as it was not to receive, it was noted that the shipping timeline was approximately 1-2 weeks. This was further explained to a coworker of the individual sending emails only. It was also explained via phone that inquires into this vendor would not yield an immediate answer, as we were not the vendor. subsequently, The customer asked via email that the shipment be held for 24 hours which contributed to the delay in the shipment being released before the Labor Day and Rosh Hashanah Holidays, both which the vendor was closed in observance of. An exception was made for this customer to cancel their order as our site very clearly notes that Furniture Sales are final and order had been released for shipment. Graciously, the Vendor confirmed they were able to pull the shipment from their Carriers Trailer that was awaiting pickup after Tracking had already been provided.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased dining chairs and a mirror from meadow Blu. After waiting 6 months for the chairs to arrive, 3 out of the six chairs arrived defective. The legs of the chairs don't even hit the ground and are completely lopsided. I have emailed and talked to customer service and been in contact with them for months and there has been absolutely no resolution. They offered to refund me $100 for over a $1000 of defective merchandise which is unacceptable. The mirror glass arrived cracked. They said if I didn't file a report in 48 hours of delivery they wouldn't do anything. I opened the box a month after delivery so that it would stay safe in storage until I was ready to hang.

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/09/01) */ We received the information from this customer along with photos of her defective chairs. We sent the information the the vendors claims department and the claims department sent out replacement legs for the two chairs that she sent photos of and offered $100.00 in a refund that she did not want. She wanted her entire order refunded as she did not like the quality of her chairs. That claim was denied by the vendor. Our policy states that furniture sales are final and is listed in our Terms & Conditions as well as on each of our product pages under the shipping tabs. When we send tracking information, we also include instructions to open and inspect the products at the time of delivery and to report any damages or defects immediately to us. She purchased the mirror and did not inspect it upon delivery and the vendor denied the claim as it was a month after delivery when she reported it. Our goal is to provide our customers with exceptional service as well as quality products. We did not ignore the customers concerns and resolved the issue at hand as quickly as we could providing the information and decision of the products vendor.

*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. ↩