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Business Profile

Fulfillment Services

Arrow Companies, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:07/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Arrow says that they back their furniture if moved. I moved my Dingo cabinet not even 6 inches and the door that would hold the table fell off, bending the hinges and popping out all of the screws. I called first and they told me that I would have to pay for the shipping of the panel because it was my fault, even though I explained I had every brake off. Then the company I purchased it from called and they paid for the shipping but the lady wouldn't listen to either of us and still sent the wrong part. I had sent both companies pics of the damage and explained that I did nothing more than try to move it from the wall and they refuse to honor their warranty.

    Business Response

    Date: 07/11/2022

    We sincerely apologize ****** for any inconvenience you may have faced. Arrow Companies doesn't offer in house "moving damage". Our warranty covers freight damage and any manufacture defects. 

    Per the attached documentation the customer reached out to her dealer who submitted incorrect information resulting in the wrong replacement parts. In addition our customer service representative had the opportunity to speak to the customer on the afternoon of 06/30/22 who walked through her damage and confirmed her replacement part request; at that time the customer confirmed the parts that we were to ship out and due to that confirmation we proceeded as such and later on resulted in ****** receiving incorrect replacement parts. 

    Regarding asking the customer to pay for freight, that would be correct as Arrow's priority is customer satisfaction and we were willing to provide as a courtesy free replacement parts, but due to extensive damage as seen on the images provided by the customer this would have occurred due to extreme force and this can particularly be observed on the bent hinges. Thus we requested the customer to cover a $40 freight and handling fee. 

Arrow Companies, LLC is NOT a BBB Accredited Business.

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