ComplaintsforTimeless Wrought Iron

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased this product online and it was received damaged May 13! They advertise easy to return and I received an email today stating I cannot return it!

  Customer response

  05/24/2023

  I would like to withdraw my complaint. They are sending me a refund. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My bed was delivered on April 19, 2023. When I had purchased the California King size iron frame I had used the buyers guide provided on the website to help with dimensions and it indicated 84 inches long (5. ********** King ***** 72" wide x 84" long). ************************************************************************************* The frame sent to me is 87 inches long which is too long for my mattress and box springs. I sent 3 different requests to the company upset about how large the frame was and cited the buyers guide. One request was sent through their website which they never responded to and the other 2 were through email. The last email about my complaint wanting to exchange and have a smaller length was ignored, which was sent on 4/27/2023. They had a 30 day money back guarantee see website- ************************************************************************** I wanted to know what to do to have this exchanged and I have been ignored and felt this was my last resort to file through BBB.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/14/22 I ordered a wrought iron table from Timeless Wrought Iron for $635.48. According to the website, they were going to fabricate and ship the table, which would take about 6 weeks. On 12/7/22, after not hearing anything more from the company, I tried calling them multiple times to no avail. I emailed them, only to be told that the item had been discontinued, which was surprising, because I thought they would be the ones making the table. Of course, a trustworthy company would have notified me, the customer, about this by themselves in a timely manner! On 12/9 /22 I cancelled the order and requested a refund, which they agreed to. However, as of today, 1/3/23, (over 3 1/2 weeks later), I have still not received my reimbursement. Do not trust Timeless Wrought Iron!!

  Business response

  01/04/2023

  Hi BBB Team,

   

  Thanks for forwarding the customer concern to us. We have recently upgraded to a new platform and this was the main reason why the refund has been delayed. We will escalate this refund to the owner to get it expedited and processed as soon as possible. We understand that the wait is frustrating and we will make sure to get it completed in the next 24 to 48 hours! 

  Customer response

  01/04/2023

  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.
  
  The reason I reject the response by the business is that I received the exact same assurance from them in an email on 12/26/22, when they did NOT keep their word:

  Order Fulfillment <*********************************>
  To:
  *************************
  ,
  Customer Service
  
  Mon, Dec 26, 2022 at 5:34 AM
  
  "HI *******,
  
  Thanks for following up. Your refund has been escalated to the accounting department and this should be processed in the next ***** hours!"
  
  
  Kind Regards,
  
  ****
  Timeless Wrought Iron
  ************ | Office
  ************ | Fax
  *****************************
  www.timelesswroughtiron.com

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

  Business response

  01/12/2023

  Hi BBB Team,

  We have successfully refunded this order and sent ************** an email confirmation about the refund. I hope this complaint can be closed now.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two Lynbrook table lamps from Timeless Wrought Iron on 11/28/2021. They deducted $783.98 on my **** card on 11/29/2021. They were supposed to ship by 3/20/2022 according to their website. I followed up with them on 3/5/2022; then, they told me that the updated shipment date was 6/17/2022 and the manufacturer is still experiencing challenges in production due to the pandemic. On 7/14/2022, I notified them that I still have not received the table lamps and I was told that my lamps are supposed to be shipped on 8/8/2022. I emailed them on 7/28/2022, 8/5/2022 and 8/8/2022 to confirm the shipment on 8/8/2022. I finally heard back on 8/15/2022 that they're expecting an update from the manufacturer about all our orders (including mine) that week. Then, that was the last communication from Timeless Wrought Iron and I never received any response for my email on 8/15/22, 8/23/22, 9/2/22, 9/11/22, and 9/30/22. I emailed Timeless Wrought Iron on 10/8/2022 to request a refund of $783.98 for my purchase for the products that I never received; then, they never responded. I emailed on 10/9/2022 to ask them to "process the refund for $783.98 for the Order # ***** placed on 11/28/2021" to clarify, but I never heard from them. Please help me obtain the refund of $783.98 from them. I wanted to get the products that I purchased, so I was patiently waiting, but they stopped communicating with me, so I am wondering if they're just scamming me. Please help me! If they can ship the products right away, I will definitely take that resolution, but I don't trust their words any more.

  Business response

  10/24/2022

  Hi BBB, 

   

  Thanks for sending this our way. We understand the customer's frustration on this order as this has been almost a year of wait. We have requested to cancel this order with the manufacturer and it was finalized on Friday, October 21. However, upon receiving this complaint today, we reached out again to the manufacturer asking if can still make this happen. We got an advise from the manufacturer that we can still ship this order to the customer and will be dispatched NOT LATER than Monday next week which is October 31. We will reach out to the customer to advise of the same. We truly appreciate the customer's patience and understanding on this. Rest assured that we're working on this!

• Initial Complaint

  10/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bed was almost 6 months late and arrived damaged. Promised reimbursement of $360 for repairs, with receipt - which was provided but has not been fulfilled. TimelessWroughtIron (TWR) will not *********** Order placed for a bed and lamp June 21, 2021. Expected fulfillment of ***** weeks (October 30, 2021) amount $5873.52. Order amended - custom finishings not available-revised total $5277.87. Lamp received August 4, 2021. Update requested January 10, 2022 - response received that order to be shipped Mid-Feb. Update requested February 25, 2022 - advised order would be shipped Mar 18, 2022. Another email sent March 29, 2022 - response received to be shipped ~Apr 14 citing pandemic caused production issues. I was not advised item shipped from TWR. ***** delivered on April 8, 2022. Packaging was destroyed and bed was exposed and damaged. The frame was bent and one of the legs were crushed. I called TWR while ***** was onsite and sent pictures as I did not want to accept the delivery but was hesitant to send it back since it was already almost 6 months late. I suggested a local craftsperson do the repairs and I be reimbursed which TWR agreed to and stated I needed to send an estimate to them for manufacturer approval. ***** delivery agreed that the damage was a result of improper handling by *****, took pictures and supplied OS&D#EDA0012 in order for TWR to file a claim against ***** for damages. May 16th TWR advised picture and quote for local repair would be sent to manufacturer for approval. May 17th TWR advised to proceed with repairs and I would be refunded for cost. August 1st supplied receipt to TWR for repairs in the amount of $360. TWR acknowledged receipt of email and would forward to manufacturer. Emailed Aug 11 (no response), Emailed Aug 19 - advised awaiting manufacturer response, Emailed Sept 1 - advised still waiting manufacturer response, Sept 7 (no response). September 12th - last email sent advising that refunded expected by October 1st no response.

  Business response

  10/12/2022

  Hi BBB Team,

   

  We have reached out to ****** and apologized for the delay on the refund. We had issues processing the refund either because it's a very old transaction or the credit card linked to the order has expired or no longer active. We came to a resolution today that the refund will be processed via her husband's Paypal account and our accounting team confirmed that this will be processed in the next 24 hours from now. We will send an update to ****** as soon as the refund is confirmed and finalized on our end. Thanks for reaching out to us about this!

   

  ****

  Customer Service Representative

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi and thanks for helping. In 2021 I ordered two barstools and a bistro table from Timeless Wrought Iron Furniture. I was assured that the chairs would fit the table. Total price was over $2,000. The chairs arrived promptly but the table took almost a year. When it arrived it was way too low -- the arms of the chairs would not fit under the table and it was way too low for the chairs. I contacted the company, sent them pictures and they (****) told me they would take the table back for a full refund. They never sent me the label despite many calls and e mails. So I am out over $900. Any help you could provide me would be great. Thanks *********************************, **********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 7, 2021, my wife and I purchased a ************** Canopy Bed Frame with Woodland Brown finish . The purchase amount was $2,596. The seller, Timeless Wrought Iron, said it would be delivered in ***** weeks. We have contacted Timeless Wrought Iron repeatedly, as evidenced in the attached emails, asking for information regarding this order. The initial delays were reported as COVID pandemic issues with materials and workers. We have been given several delivery dates, none of which have been fulfilled. The most recent request for information regarding our order fulfilment was August 15, 2022 and we have not received any further notification. We have not submitted a complaint to the BBB sooner, because Timeless Wrought Iron repeatedly told us that they would look into the order and its fulfilment. We have been trusting and waiting patiently. We were not aware of a one year time limit which passed September 7 (2 days ago). We would like to resolve this issue as soon as possible.

  Business response

  09/14/2022

  HI BBB,

   

  Thanks for reaching out to us about this customer. Due to Covid, a lot of our partner manufacturer has been having challenges will completing made to order items due to lack of manpower and delay in manufacturing material. We finally had a guaranteed shipping date from this order's manufacturer and they we were told that Mr. *********************** order will ship NOT LATER than September 30. We hope this will work well for the customer. 

   

  ****

  Customer Service

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

  Customer response

  09/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, if the order in reference to this complaint is not fulfilled according to this resolution, we would like Timeless Wrought Iron to refund the purchase amount to the credit card used for the purchase no later than October 5, 2022.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered some products on 9/10/2021 and charged $769.94 and given an order # *****. We were told it would it would take 16 plus weeks after order is placed. 1/11/2022 we left message as to our order status.1/12/2022 we were told order is still in production expected ship date will be March or April. Once we have a specific date we will up date you. we responded with the question, "has our order started production?" Covid and supply shortages have been the problem, was their answer. We asked again "did you say our order has been started?1/13/2022 yes your order is already in production.4/12/2022 inquired about our order 4/12/2022 they responded sorry for the delay but our order is still in production and expect delivery around May 6th 5/2/2022 sent message asking if we were still on schedule to ship on May 6th 5/3/2022 received answer no sorry it will ship on May13 instead.5/13/2022 left message asking to please confirm our order is being shipped today and please include a tracking number.5/16/2022 left another message we have not received an answer to our inquiring of our product shipping.they responded we show this item has not been shipped we will check on status and get back to you.5/18/2022 we sent another message as to we had not heard back about our order status. They returned with the answer the blacksmith has had a death in the family and was unable to complete the order please be patient and your order is now scheduled to be done by June 1st. We responded with if we do not see this order shipped by June 1st we would like to cancel the order and be refunded.6/1/2022 we sent a message we have not heard anything about our order if it is not shipping today we will expect our order cancelled and a refund to our expenses.6/3/2022 they responded sorry for all the inconvenience we will send the request to our accounting department for processing it takes usually 5 to 10 days.6/17/2022 asked about status 6/20/2022 still no response.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am hoping for assistance to address a complaint against Timeless Wrought Iron for a marketplace issue. I am having significant issues with Timeless Wrought Iron (TWI) processing a refund for a cancelled order. The order was cancelled because the item was not delivered within the advertised timeline. TWI confirmed the cancellation, but has not processed my refund for 77 days.See the full timeline here:https://docs.******.com/document/d/1StqI7lAT80ZeQlXF1tmEO5_euvH0HSuQI6VfC95E1K0/edit?usp=sharing 8/19/2021: I placed an order for 3 items; (Order ID Number ******. Order totaled $260.97. According to the website the items were "Ready to ship in ***** weeks"****************: I reached out about my order because it had not arrived. I was told that our order wouldnt be dispatched until on or around April 22nd 35 weeks since our order date.On 3/21/2022: I requested that the order be cancelled because "we placed the order in August of 2021, and they were advertised as ready to ship in 12 - 16 weeks..."On 3/22/2022: **************** responded: Hi ********, We hate to see you go but we have cancelled as per your request and refunded your payment which should reflect on your account in 1-5 business days.Between 5/4/2022 - 6/7/2022: I have reached out to TWI customer service 5 different times either by email or phone to ask for an update on when my refund will be processed. (see ****** doc above for full timeline.) Each time, they have told me they will escalate my request to accounting and then I don't hear from them until I follow up again. As of 6/7/22, it has been 77 days since I was told they would refund my payment in 1-5 days.I have kept all of my email communications with TWI and am happy to share those if you would like to see them.I have lost complete confidence that my refund will be issued and would simply like my money back. This process has been abysmal, and most importantly, I just hope that no one else ends up going through this.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/11/22 ordered log rack for fireplace, paid ******, have inquired multiple times about order, no response. It is now 4/18/22 .Still no product

  Business response

  04/18/2022

  Hi,

  Thanks for reaching out to us about this issue. We only received a call from this customer today so we're not sure why a ******************** dispute has been logged. We reached out to the customer via email to know how he would to proceed -- we can refund this order. 

  Unfortunately, still due to the pandemic, we are having issues receiving the inventory for some items, hence, we have not been able to ship this order. We are waiting for the customer's response on how he would like to take this order from here.

   

  ****

  Customer Service

  ********************** 

   

*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. ↩