Complaints

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• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  On November 15, 2024, we purchased a couch. It arrived in January and it looked nothing like what we purchased. The website obfuscates the fact that its held together by bungee cords that are black and unsightly and huge. All pictures of the couch hide that We asked for a refund. They refused because its custom. They also stated that we should have known about the cords because installation instructions they sent on January 9, 2025 show the cords. This was sent after the cancellation window had closed. Why didnt they send those in November when we were still able to cancel our order? We were unable to cancel the order, we are unable to Return the couch, and they have refused to work on a solution with us past sending pictures from their website with arrows pointing towards the bungee cords (as attached) that only confirm the photos of the couch are deliberately misleading and deceptive. After much back and forth, theyve ceased communicating entirely.

  Business Response

  Date: 02/07/2025

  Attached are all the email communications with the customer and, the full details of the listing of the custom product, also our policy for return/refund.

  1. Customer claimed that he didn't notice the cord of the sofa but as per the images, almost EVERY SINGLE IMAGE has shown the cord and how it was connected, a reasonable consumer wouldn't say it's noticeable as it's obviously shown in the listing. We have made the effort to disclose as much information as possible. Therefore, based on the facts the customer said he overlooked and we didn't display it accordingly is not acceptable.

  2. as custom products are special products and our refund/return policy stated the personlised/customized products not accept returns as it's not resellable products. Customer acknowleged that and we attached the screenshot as well. This is industry standatd policy as almost every seller wouldn't accept returns for custom products.

  3. we made our effort to communicate with customer via email and phone, however, it looks like the customer/customer's partner just didn't like the cord and refused to accept any reasonalbe solution we offered.

  Thanks for your time.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22864228
  
  I am rejecting this response because:
  Per the photos, the cord is obfuscated purposefully. Attached is the photo on the website we based our purchase off of. You can say its reasonable all you want, but its clear from the way the product is presented that you intent to hide the bungee cords until its too late. No reasonable person sees them. Further, the photos attached are not the photos we used in purchasing the couch. The photo I attached is the photo we saw and based our order off seeing that photo. No reasonable person searches for every photo on the website of the couch to ensure it looks like its represented to look. This has been confirmed over and over by many outsider opinions who all agree this is misrepresentation and the staging makes it clear its purposeful. Why use photos that hide the cords? Why not include the installation instructions on the first email showing the cords so we could cancel before it was too late? The email attached shows that we didnt receive all pertinent info until it was too late to cancel the order and the photo shows we believed we were getting a couch without unsightly bungee cords. 
  

  the couch also came stained, which was the cherry on top. The couch is not ******, this company is hoodwinking consumers. 

  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/14/2025

  The product listing has a lot of photos to show the product and the customer claim he only saw the first photo, a reasonable customer wouldn't say he only saw the first picture and ignored the rest when the rest pictures listed together and just a slide to see more pictures, which we shared the rest picture in the initial reply. Basically one picture cannot show the product front, side, back simultaneously and the cord in the first picture customer claimed he ignored it, he wouldn't ignore in the rest pictures as we outlined in the previous reply. And it has more than 10 photos in the description which shows the cord of the product. We have done as much as we can to show the product properly and when customer claimed he ignored some of the details and these details are obviously visible for a reasonable customer, the claim is invalid. Also, we attached the full communication email in the last reply. The spot/dirty on the armrest, we have provided solution to the customer which can be seen in the email conversation as well, but obviously it's not the key of this issue as per the written commnunication. Thank you.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22864228
  
  I am rejecting this response because: I did not say I did not look at all the pictures. I said the main pictures posted by the company, and the photos we based our purchase on, do not show the cords. The photos attached by the company are not the photos on the carousel we purchased from. The first attached photos are the second and third photo in the carousel you can scroll through (absent the custom color swatches), meaning we scrolled through five or so pictures.  We then scrolled down to look at other custom works, attached here, which also purposefully hide the cords, meaning we looked at about 12 couches with hidden cords before purchasing. It appears the cords are even blurred in many photos, especially the teal couch photo, making them even harder to discern. 
  

  the fact that the couch arrived with what looks like a food stain suggests it was already returned by another customer, or that the custom work was incredibly sloppy. The fact that they did not send the full specs of the couch showing the cords (the installation instructions sent in January) mere days before it arrived and well outside of the cancellation period demonstrates that information was purposefully withheld until it was too late for us to change course. 
  

  we have simply asked to return the couch for a refund and even offered to cover the costs of return shipping. The company said they would send stain remover. They then said that the cords were clear from the install instructions, which again, were received outside do the cancellation persons. They finally sent photos with red arrows pointing out the hidden cords, like a game of Wheres *****, and then told us to pound sand. There has been no interest in resolution. 

  
  Sincerely,
  
  ***** *****