BBB Accredited Business since

Phone: (800) 260-2776 Fax: (800) 494-1036 View Additional Phone Numbers 3736 Regent Avenue, Cincinnati, OH 45212

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This company offers school furniture and equipment.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 4 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

4 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

1 Customer Review on
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: June 12, 2000 Business started: 04/01/1998 Business incorporated 03/30/2005 in OH
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Tom Brennan, President Ms. Betsy Neyer, C.O.O.
Contact Information
Principal: Mr. Tom Brennan, President
Related Businesses
Fat Catalog
Business Category

School Furniture & Equipment Office Furniture & Equipment

Industry Tips
General Retail Report Code

Customer Review Rating plus BBB Rating Summary has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3736 Regent Avenue

    Cincinnati, OH 45212 (800) 260-2776 (888) 619-1776


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/1/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: purchased 4 chairs from this company on April 14, 2015. The chairs are side chairs of black metal and black leather made by ******* for a total of $397.01. As soon as I received the chairs I began putting them together; or I should say trying to put them together. They require assembly, my first mistake, and it looks very simple. I am very handy and have put together everything from chairs to office desks and more. The chairs consists of black metal and black leather covered seat and back. Of the 4 boxes containing the parts for the 4 chairs; all of the parts were bent, the holes in wrong place, so that you could not complete the chair. This continued through all 4 boxes. I still have the boxes containing the defective products. They will not take the products back. I continue to get the run around with requests for pictures of the defective parts, etc. I told them I am not going to spread out all of the parts for all of the chairs and take pictures of every part. By this time I do not want the chairs anymore. I just want them to take the chairs back and give me my money back. They have not done that yet and I continue to get the run around. I would advised no one do business with this company unless you want defective products you cannot use and not get you money back.

Desired Settlement: I just want them to take these boxes of parts for chairs back and give me my money back. They seem to have trouble doing this. It is very simple and a procedure most companies practice. Obviously not School Outfitters!!!

Business Response: Hello, We have reviewed the complaint and believe we have resolved it to the customer’s expectations. • Friday 4/17 the customer called to report defective merchandise and spoke with an associate who asked troubleshooting questions and advised that the issue would be escalated to a defect specialist. A return or refund was not requested at that time. • Monday 4/20 the defect specialist reached out to the customer with further questions in order to initiate a standard warranty coverage procedure. • Tuesday 4/21 the customer responded, refused to comply with the warranty process, and demanded a return/refund. The defect specialist spent the next several days working with the manufacturer to obtain approval for a non-standard warranty return and full customer credit. Unfortunately, the specialist did not keep in touch with the customer during this time so the customer was unaware the return was moving forward. This is a procedural error by our specialist and will be used as a training opportunity. • Wednesday, 4/29, at 9:15am EST the customer was contacted by the defect specialist. Return shipping labels and instructions were provided and the customer was told they would receive a full refund. A full credit of $397.01 has been issued by School Outfitters to the customer at this time.

Consumer Response:

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

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, the business response is not completely accurate.  They said I would not receive a refund until the company receives the boxes back.  I am having *** pick up the boxes tomorrow to return to *******.  It would be nice to have my money when they said, but you cannot trust these people to do what they said they will do all of the time.  I have definitely learned a lesson.

Thank you with you assistance.  I am confident I would not have received a reply otherwise.


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

3/22/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I was quoted a price of $709.21 for an 8 foot picnic table, but they charged my credit card $799.89. They said they would credit back $90.68, but they have never done this. They also have not returned my E-mails, nor returned my phone calls (every time I call I only get an answering machine). I have a written quote.

Desired Settlement: Please immediately credit back the $90.68 that you overcharged.

Business Response:

In looking into the issue it seems that there was a change made to the order and the price did not reflect the original discount given to the customer. The sales rep did not notice when it happened and on 3/3 attempted to put a credit through, but did it incorrectly. When he received the customer’s VM on 3/10, he contacted accounting directly to assist with the credit, but gave the wrong amount and did not communicate the reason for the delay to the customer.

The lapses in procedure and communication have been addressed with the sales representative.


When we received the e-mail from the customer today we found that a credit for $90.00 was issued on 3/10 and the additional $.68 today. The credits were issued to the card used in the original transaction and the customer was notified via e-mail. (correspondence attached)


$90.00 was issued 3/10 under transaction id **********************

$.68 was issued 3/12 under transaction id: **********************


Customer’s total credit $90.68


We are truly sorry for the inconvenience and frustration the customer experienced. This is definitely not a typical experience with School Outfitters.


Please let me know if you require any clarification or additional information.




**** ******

Director of Customer Relations

School Outfitters - Furnishing Great Places to Learn

3736 Regent Ave.

Cincinnati, OH 45212-3724

PH: ###-###-####

FX: ###-###-####


10/7/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Let me give you the short version. I was looking for a desk chair that would be good for posture as I have back and neck issues. I asked a representative on the phone if the back naturally makes contact only with the netting or if the frame that holds the netting makes contact with the back. I explained I have a back and neck condition and a plastic frame cutting into my back would be uncomfortable and unhealthy for me. They stated the chair is designed so that your back only touches the netting. They were dead wrong! Now they are telling me the not only do I have to pay to ship it back but I also have to pay a restocking fee. I spoke to a representative who said he would try to have it waived. That was over 2 weeks ago and no response. I made contact with him once again and got nothing back!

Desired Settlement: I want a response and I want them to not charge a restocking fee and ideally cover the shipping since what I paid to have it shipped to me was allready expensive. Please help! Thank you in advance.

Business Response: Here is our return policy as stipulated on the web site:

If you order something and it arrives as ordered but you subsequently decide you want or need to return it, you will be
responsible for all shipping charges, including return charges.  You must contact us within 2 weeks to return
these items.  In some cases, you will need to pay a restocking fee of 15-30% as well. (We try our best to get the
restocking fee waived by the manufacturer but we are no always successful.)  So if you’re not sure about
a color or a size, please ask.  We want to help you make your purchase exactly what you want on the first try.


Order delivered on 8/6, customer called on 8/22 to return because he was not happy with the
comfort level of the chair. Even though 2 days past the two week time frame, we contacted the manufacturer for the possibility of accepting a return.
Manufacturer was slow to respond due to volume this time of year (back to school).

On 9/6 customer advised he felt the chair was defective. Issue was escalated to me due to manufacturer lack of response and customer dissatisfaction with product. I
authorized to fully refund customer for product and he could keep or dispose of the chair.


Resolved 9/12


9/13 Credit-Approved
for $85.81. Trans ID: **********************

**** ******
Director of Customer Relations

8/19/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I ordered a product from this company and on the day it arrived, it was decided that the product would not work for the purpose it was meant to serve. I e-mailed the person I had been in contact for ordering and still have not heard back from her. I work for a school, which is closed for the summer, so we called *** (the same shipper that was used by the company to ship it into Canada) and I explained that I wanted to return this product. They scheduled a pick-up without an issue. I assumed everything was going fine until *** phoned and said they need more information. I still had not heard back from the company at all so I phoned them. It was too late, they were gone for the day so I called after the Canada Day long weekend. I talked to a new individual who gave me an RA#. *** informed me that I needed the company to provide me with a Customs Broker as well, as my customs broker is only able to clear me coming into Canada, which is what my custom's broker also told me. This package has now cost me over $200 in storage fees as this company has told me they are not able to provide me with a customs broker. If I am to return this product, and I have a RA# provided saying I can return it, why does this company not have an broker that will clear it and bill me? How am I, as a Canadian and NOT the person receiving the shipment, to obtain an AMERICAN customs broker? I have also been informed that this product needs to be returned by August 1st, or I will not get my refund, which will be impossible to do unless they provide me with a custom's broker. Their solution for me was to hire (PAY) some carrier company to find me a custom's broker. I am very frustrated with this process and the amount of times I have been bounced between people and having NO answer except to spend more money.

Additional information:
I filed a compliant earlier today - this is dealing with the same issue I would just like to add to my statement that I have now talked with three separate customs brokerage companies that have all informed me that the company should be providing me with a customs broker.TranslateDesired SettlementI would like the company to reimburse me the storage fee that I incurred from Wednesday, July 3rd until Tuesday, July 8th as I was told by the company that they didn't have a customs broker but they would look into the matter for me when they returned to work on Monday. And while I called at 9:15am (my time) on Monday morning I have never received the return call, instead I had to find an e-mail in my inbox, which was a repetition of their earlier statement of their "hands being tied."

Desired Settlement: Refund

Desired Settlement: I would like to be provided with the name of a brokerage company that can clear this item into the US and have the product returned to the sender so I can stop paying for it to sit here in Edmonton.

Business Response:

School Outfitters does not handle freight forwarding for any customer. If it is going in or out of the US, the customer is responsible for getting shipments back and forth across the border. This was stated upfront before the purchase was made.


  • The customer’s decision to return the product was solely at their discretion and not based on any defect or damage. Had there been anything wrong with the product we would have made every effort to replace, repair or refund.
  • As soon as the customer told us of their decision to no longer keep the product and desire to return it, we advised the customer that School Outfitters does not handle the clearing of customs back into the US and they choose to proceed with the return. The customer persisted that we coordinate the return. We do not have a freight broker and do not work with them, but in spite of that we helped them by coordinating a return authorization with the supplier and gave them information on a broker supplied to us by the supplier for these types of situations. The brokerage firm is Livingston Company, in NY. Their phone is *** *** ****
  • Based on the above, School Outfitters does not have any further responsibility. But in the spirit of good will we will credit the customer the storage fees they incurred during their search for a freight broker. Please provide a receipt for the storage fees on this shipment and we will issue a refund to the customer in that amount.


On a side note, since the filing of the complaint the manufacturer received the product back damaged and will not issue a credit for the product. The customer will need to file a freight claim with the carrier that shipped the product for them for any additional reimbursement. We informed the customer of this on 8/1/2013.

Please let me know if you need anything further on this.





**** ******

Director of Customer Relations

School Outfitters - Furnishing Great Places to Learn

3736 Regent Ave.

Cincinnati, OH 45212-3724

PH: ###-###-####

FX: ###-###-####


Customer Review(s)

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Customer Reviews Summary

1 Customer Review on
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
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