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:03/13/2023

  Type:Sales and Advertising 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 ordered a couch on December 30th, 2022. It was on sale. Weeks later ****** the sales person said that they needed to cancel my order stating that the couch was unavailable and wouldn't be available. I elevated this to the owner ****. **** stated that this was true and that they would remove it from their website. They never removed it. They just offered it at double the price. I have entire email communications which can be provided upon request. I consider this false advertisement. Note; I checked out their customer rating on the ******************** before ordering and it was good. See attachment for order invoice and couch description etc.I think that they should honor the original order contract.Thanks for your help. Sincerely,*******************

  Business Response

  Date: 03/13/2023

  We try to be responsive to customers and offer good customer service

   

  Product pricing goes up and down. Sometimes products are out of stock and then in stock. Our manufacturers sometimes gives us discounted pricing for a limited period of time. After that many of our manufacturers make us sell online at a specific price (called MAP, Manufacturer Advertised Price).

   A customer is refunded any money that was owed if the sale could not be completed.

   Pricing can change many times monthly on our website due to pricing going up or down based on our furniture vendors raising or lowering their prices based on Holidays and market conditions. Stock availability can change daily. We do not sell products that are out of stock.

   

  This is about as detailed explanation as I can give. Any customer can check out website for current product availability and pricing each day if they choose.

   

   

  Customer Answer

  Date: 03/13/2023

  Complaint: 19584791
  
  I am rejecting this response because:

  This is called false advertisement and the price shown on your website must be honored, otherwise all companies could change their prices anytime they felt like it. I ordered and purchased the item well withing the time advertised. The factory did not change the price. You lied and told me that it was unavailable and would take a while to get. I was ok with the wait. You also stated that the products would be removed from your website and no longer sold. This did not happen. I have all of the email correspondence where you said the above. Now your response to BBB is different.  Shame on you for false advertising and lying to get out of the price leader scam.
  
  Regards,
  
  *******************

  Business Response

  Date: 03/13/2023

  Our Products get removed from the website all the time and then reinstated based on availability. 

   

  I am sorry we did not meet your expectations. You money was returned. Prices as mentioned change all the time due to lots of different circumstances. Sorry if the timing did not work out for you.

  Customer Answer

  Date: 03/13/2023

  Complaint: 19584791
  
  I am rejecting this response because: False Advertising,  accepting an order to advertised pricing and changing your mind is bad unprofessional business. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair 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.

  10/11/2022 Alliance Furnishings delivered an ****** Dresser and Drawer Chest white glove service into our home (order#****-221477-140784, ***************************** 41765510/Coaster-5988768-00/LD/[#*****]). This brand-new furniture was delivered with significant interior and exterior damage as was well documented by Alliances delivery personnel as well as my immediate written notification and 24 photos and Ring videos to their ****************** Alliance is a retailer for Coaster Fine Furniture who made the new furniture that was delivered with internal and external damage. Coasters warranty through the retailer is, *************** of America warrants that its merchandise is free from manufacturing defect (workmanship and/or material) and will either give credit or replaceAlliance unreasonably offered $340 credit toward my $2,515.05 purchase for me to fix their damaged furniture. Alliance then offered replacement new furniture that still runs a risk of arriving with issues (new but arriving damaged is common with this company?). Lastly, they offered an immediate and full refund of my $2,515.05 conditioned on me fulfilling unobtainable requirements including the damaged furniture be donated and picked up. After much online research and calls I found no charity will pick up furniture, and they will not accept damaged furniture delivered to the charity, further I am disabled and we are in our 60s, hence the reason we paid extra for Alliances white glove service.After almost 2 months of reaching out to Alliance, I am no closer to a resolution than when I started, and in fact I no longer receive the, I am here to help you emails that have merely delayed the process and achieved nothing. What I want is what any reasonable consumer wants, I paid for new furniture please, either deliver new furniture in an undamaged condition, or pick up your damaged new furniture and issue me a full and immediate refund. (Please ask if you need further documentation)

  Business Response

  Date: 12/09/2022

  Hello *******,
  
  
  We cannot express enough how saddening and frustrating it is when one of our customers' orders does not go as planned. We know this is still ongoing as an arrangement for the pick up of the pieces in order to make sure you are taken care of. However, it is important to note that anything offered to you in an attempt to resolve the issue on hand was being provided by the manufacturer directly. Nonetheless, we want you to know that you are our priority and always will be our customers and for this reason, we always advocate for them. 

   

  We were hoping an ASIS offer for repair would work for you as the issues you have are minor and can easily be fixed.
  
  

  After our freight carrier picks up your pieces of furniture and delivers the pieces to Goodwill and we can get the donation receipt, then issuing you a full refund will be available. That being said, you filed a credit card dispute so until the dispute is resolved we are not able to do the refund. We will be happy to do the refund if you drop the dispute after the furniture is picked up or you can let the dispute continue on in which case somewhere down the road your credit card company will refund you.

   

  You should be getting your furniture picked up soon. Stay in touch with ***** in our service group for updates and status.

   

  Thank you

  Customer Answer

  Date: 12/09/2022

  Complaint: 18535444
  
  I am rejecting this response because:

  1) The AS IS offer from Alliance for the multiple areas of internal and external damage to this "new" furniture was ridiculously low.  The furniture is damaged severely enough that none of the major donation sites want it.

  2) Although the credit card company is in full agreement with our position on this dispute, they cannot refund our purchase price without Alliance picking up the new but delivered damaged furniture.  This credit card dispute is presently closed.

  3) Alliance's response is words on a page, the same conditional solutions and delays that I have received from Alliance for two months now.  Until I receive a substantial credit or a full refund, nothing has been resolved.
  
  Regards,
  
  *************************

  Business Response

  Date: 12/09/2022

  We have not been notified that the credit card dispute was closed. Our credit card processor has not been advised of this.

  In most situations if there are items to be donated, the consumer takes care of this before  any refund is given. For whatever reason the customer seems to be unable to donate his furniture to a charity, church, etc to pick up the furniture.

   

  It is not common practice, nor is that stated in our Terms and Conditions, which the customer had to agree to before purchase, that we are obligated to have someone pick the furniture up for a donation. We are working to do this however, but we are waiting for a date for the freight carrier to be able to pick this up.

   

  Until the furniture is picked up we cannot provide a refund as that would allow the consumer to have "Free" furniture.

   

  As previously mentioned we are working towards having the customer's furniture picked up. Once that is done and we get as donation slip a refund will be issues.

  Customer Answer

  Date: 12/12/2022

  Complaint: 18535444
  
  I am rejecting this response because:

  In most situations when a product is delivered damaged, the consumer is not required to handle donating items.  With that said, I have spent a significant amount of time researching and calling donation companies to be informed: 1) since Covid-19 they do not pick up furniture, and 2) they do not take damaged furniture.  

  The bottom line, this claim started 2+ months ago and is still unresolved.  If Alliance's stating, "we are working towards..." constituted a resolution, than this matter would have been considered resolved within the first few days, but to this date (other than words) nothing has been done.  I am rejecting this response since this issue is unresolved and an acceptance of Alliance's response would allow Alliance to do nothing more and leave me having paid for new furniture but stuck with furniture delivered damaged.

  I will accept Alliance's response as soon as the refund is issued.

  Regards,
  
  *************************

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  12/8/21 ordered and paid for Sloane Lateral File *************** Writing Desk with threshold delivery est ship date was noted to be 4/15/22. We continued to ask via email through the summer months 2022. on 9/12/22 **** advised ******************************* Your order is scheduled for pickup this week! I have attached your tracking and some important reminders below, please let us know if you have any questions! TRACK YOUR ORDER APPROXIMATION: (shipping portals currently take 2-4 business days to update) AM Trucking http://www.amtrucking.com/tracking.php Your tracking number is: ******** It has been almost a month. nothing has arrived. nothing is shipping. We have contacted **** left voice mails as they never answer their phone. Sent emails they also dont answer emails. On 9/28 **** sent the following: Hello ************** want to apologize, I just heard back from Riverside this morning, they never scheduled pickup with the shipping company for whatever reason. So I have involved management at Riverside as well as AM Trucking to get your order moving as soon as possible as a top priority!Once again, I am so sorry for the holdup!So management was notified however we have never heard another word We again have left numerous voice mails and emails. on 10/3 **** wrote again Hello ************* I have reached out to both AM Trucking and *********'s warehouse management to see why this is not showing as picked up and will let you know what I find out!How long does it take to get an answer? again we have left numerous voice mails and emails but they dont answer the phone or respond to emails. The level of customer service provided here is unacceptable. We have been patient enough We would like a refund since we are not getting any responses to where the furniture is

  Customer Answer

  Date: 10/25/2022

  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.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 11/07/2022

  Complaint: 18179622
  
  I am rejecting this response because: 

  Well I spoke too soon as we are still waiting for partial payment to be refunded. 

  
  
  Regards,
  
  *************************

  Business Response

  Date: 11/15/2022

  The customer sent ** a request that their delivery upgrade service on their cancelled furniture order was not refunded. It has been refunded on Nov. 5th for $79.

  I believe this is all the customer requested and the matter has been taken care of.

   

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

  Customer Answer

  Date: 11/15/2022

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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 ordered a table on Sept. 6th for $448.44. I received an email on Sept. 7th stating my order was cancelled due to it being out of stock and "we are having trouble getting this piece for at least the next ***** weeks" quoted from **** in customer service at **********************. Ok, fine. I totally understand the weird supply chain right now. I went to the Alliance website expecting it to state out of stock but instead it was still "available" on the site for $675 and some change. WOW, that's quite a price increase! I emailed **** back and asked why it was still showing "available" when I was just told the same day that they don't have an ETA and could be ***** weeks. She replied "our website is linked to an automatic feed, the inventory was incorrect on that feed and it just has not been updated yet. I'm sorry!" So, which is it? Are we still out of stock? Or when the price jumped significantly it was magically back in stock?? I called customer service on Sept. 13th, spoke with ***** and was told there were plenty and I asked to speak to a manager/owner regarding this issue. No callback. I called again on Sept. 15th and spoke with ***** again asking for a callback. Nothing. I finally reached **** on the phone on Sept. 23 and was told that ****, the owner, was sticking with the "out of stock" excuse and there was nothing else they could do...sorry 'bout ya. I then asked why there was still a $.01 charge on my credit card. She stated that "most customers like to see their credit issued immediately so that's the way we process it." I was told that the ***** would stay on my card unless I specifically asked for it to be refunded. The rude tone in ****'s voice said it all. I was a complete inconvenience to her and she was done talking to me. Now, it's not about the *****. It is the principle of the matter and it's flat WRONG. No remedy was offered and I have yet to talk to anyone of "authority". Shame on this "small family business" for treating customers this way.

  Business Response

  Date: 11/15/2022

  We are so sorry there was an issue with this customer's order.

   We have thousands of products we sell online and most of this process is automated (inventory & pricing). Occasionally we run into a glitch which can cause an issue on our website. We had that happen with this customer's order.

  The customer was notified and they were refunded their entire order except 1 cent. The reason for that is due to how credit card processor's work. By holding 1 cent the rest of the refund transaction can hit the customer's bank in 2 business days. If we refund the entire amount it can take2-3 weeks before the funds hit the customer's bank account. Most people appreciate this. We explained this in an email to the consumer.

  Since this customer feels they were wronged on the order, even though their money was refunded so that the money was returned to their bank as quickly as possible, we will go ahead and refund the customer their 1 cent later today.

   

  Again we are sorry that the order could not be processed. Sometimes, not often, issues can occur. When that happens we want to make sure we do not hold the customer's money and they get refunded as soon as possible

  Customer Answer

  Date: 11/15/2022

  Complaint: 18119600
  
  I am rejecting this response because:
  

  All I have asked for since the very beginning was a simple phone call. For this business to claim they are a "small family-owned business" it seems they do not truly care about their customers. I refuse to be patronized over 1 *****. My complaint is their communication (or lack thereof). Yes, I was told of the refund process after it had already been processed. Again, small family buiness...just pick up the phone, call and COMMUNICATE with the customer (build those important relationships for goodness sake!) and ask how the customer would like to proceed instead of just refunding money with no alternative. Perhaps I would have selected a different item that was in stock? Lack of communication equals poor customer service. You can do much better. 

  Regards,
  
  ***************************