ComplaintsforThe Bramble Company

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a media console for our new home roughly a year ago. It has seen 0 use and been in a climate controlled home. To date, the paint is cracking in multiple spots and the doors are warping. I reached out to bramble and they requested I go back to seller. The seller took the doors off and tried to straighten them off but they were not successful and actually caused more damage to the doors. I reached out again to bramble asking them to replace the unit, and they said they were sorry there was nothing they could do. This is incredibly unacceptable when the product is defective.

  Business response

  04/22/2024

  The consumer purchased this item from one of our customers. We are a wholesale company and can only sell directly to retail stores and interior design firms, we are not able to sell to the general public. The consumer has sent the information and photos to us. We have contacted the consumer to ask them to reach out to the store location they originally purchased the item from and have noted we will help the store in any way we can to resolve the issue for him. We are waiting to hear back from the store to get this resolved for the consumer. 

• Initial Complaint

  02/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a table from a dealer that sells Bramble. We waited many months for delivery because of covid. When it arrived we noticed the table scratched very easily (not ideal for a table surface). We weren't looking to return the table or anything but trying to get any customer service out of the folks that actually import the table is nearly impossible. The operations person is rude and won't return calls or emails. Pointing you back to the dealer for service in this case isn't helpful since I was asking about table care. Really bad.

  Business response

  03/18/2022

  We are a wholesale company and sell to retail stores and design firms. When this customer called we notified him it would be best to contact the place he purchased from as we normally do for the general public. He called and emailed and said the designer he purchased from couldn't help him. He asked for more information so we contacted the factory for suggestions. We emailed these suggestions to him three times. He said he did not receive any new emails from us but nothing came back to us that they did not go through and he was able to receive our initial emails. We are very short staffed at the moment and so the last time he called we couldn't get back to him until the next day. Before we were able to return his call, he called and we gave him the information of suggestions from the factory over the phone as he noted he was to not be able to receive our emails.  This was handled back in February when we gave him the info he was looking for over the phone and he thanked us for finally getting him the information. He has not tried to contact us again so we considered the matter handled. We do not offer any warranty on our items for scratches. Our website under care instructions says to always use coasters and placemats. Any claim on items purchased from the general public would have to go through the retail store or design firm the item was purchased through, not directly through Bramble. 

  Customer response

  03/23/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  

   

  Hi there,

   

  Bramble's recollection of the issue is not accurate. I tried many times to get in touch with them. Unreturned calls and emails. They never sent the information. Just because they wholesale doesn't relieve them of the obligation to talk to customers when there are problems with the product. The dealers have no idea how to deal with the finish of the tables. They don't know how they are made and how best to care for them. Bramble's customer service is rude and dismissive. That's pretty amazing considering what their furniture costs. A couple thousand dollar table and horrible customer service? They can have it back.

   

  I do not accept their version of their resoltion.

   

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

   

   

   

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

  Business response

  03/24/2022

  I am confused why this is still an issue. We handled this with the customer and sent them information on how to care for the issue with the table top. He has not contacted us again after that last phone call. He thanked us for the information and said he would try those suggestions. As I stated we sent him the info he requested by email three times. We have the emails as proof. We responded to a previous email from him each time to make sure it went to him. We had a few emails before that point and he received those. The 3 emails we sent did not come back to us that they were not received. Not sure where to go from here?

   

  Customer response

  03/24/2022

  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.  For your reference, details of the offer I reviewed appear below.
  

  I am not thankful for the information provided. All they did is suggest a furniture pen. Extremely rude on the phone and offered me no real solution. Bramble has my ultimate complaint and I would discourage people from buying their furniture.

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

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