Complaints

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.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a vanity from this company and it arrived not as advertised. The company offered me a partial refund to keep the vanity or a full refund to return it. They indicated they would cover return shipping and would send a carrier. We elected to return the item and diligently wrapped it in the original packaging, inclusive of photos. Their carrier indicated they would pick up the item on 3/19. I called that day as I had not heard about a pickup time and they said it would be picked up in the afternoon but to call if they had not come by 4 pm. They did not come by 4, so I called the carrier again. They originally said they could not come that evening. I expressed concern as I would be leaving town the next day for work. They put me on hold and informed me the carrier could come around 6 pm. They stated I could leave it outside with the paperwork, which I did as my neighborhood is very safe. I observed the carrier retrieve the item later that evening but did not go outside as I was preparing my children for bed. I responded to the company today (3/24) asking for an update. I just received an email asking me to provide a tracking number because they havent seen any movement on their end. This is theft at this point, as they are either lying or they need to address it with their carrier. I have photos demonstrating that the item was intact and well-packaged for the return.

  

  Business Response

  Date: 03/27/2025

  Dear BBB,
  
  The customers return was successfully received on March 21, 2025. As per our return policy, a full refund was processed and issued on March 26, 2025.
  Ground shipping for returns typically takes 12 weeks, which aligns with the timeline in this case. There was no delay or issue with the return process on our end. The refund should reflect on the customers original payment method, depending on their financial institution.

  Please let us know if any additional information is needed.

  Best regards,
  **** *.

  Customer Answer

  Date: 03/30/2025

   
  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.
  The refund has hit my account.  Please consider this complaint to be withdrawn/closed satisfactorily. Grateful to the business for working with me. 

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

• Initial Complaint

  Date:12/07/2024

  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.

  I reluctantly ordered a second vanity to avoid delays in my remodeling project. Although the shipping estimate was 7-14 business days, the process became a nightmare. By the 13th business day, after multiple calls and emails, I was assured the delivery would be on time. On the afternoon of the 14th day, I was informed the delivery could not be completedwithout any explanation. When I offered to pick up the item myself, they claimed it was still in ***********, despite my being in the Bay Area. This contradicted their earlier claims and exposed the misleading communication.After nearly a month of waiting, the second vanity finally arrived. (I want to swap the defective countertop) I requested a return under their 30-day policy, but they refused, citing that the damage to the first vanity was due to "handling" and thus outside their return policy. To make matters worse, they tried to classify my second order as a "replacement," even though I paid full price for both. Their only resolution? After we provided reasons on both ends through emails, the final offer they provide is a 15% discount on a future purchase... So, the 30-day return policy can be overridden for any reason whenever the items are out of their doors. I really want to let it go, but I can't with this whole experience I have had with them! I expected better service and professionalism, especially for high-priced items. The l

  

  Business Response

  Date: 12/09/2024

  Hello BBB *******,

  We are unable to locate any order associated with the customer information provided in this complaint. However, we did identify one order with a similar issue that might be related. Here's what happened:

  The customer initially ordered a ********************** with a countertop on September 12, 2024 (order #*********). The countertop was damaged by their contractor. Subsequently, on October 31, 2024, the customer placed a new order for the same ********************** and countertop (order #*********) using a different email address and shipping address. After receiving the second order, they filed a damage claim for the countertop.

  We offered to provide a replacement countertop and requested photos of the damage. The customer did not provide any photos and instead requested a return. During our review, we discovered that the customer was attempting to return the original vanity using the new order number.

  Here is the correct customer information:

  Order #*********
  Ze Li
  *************************
  ***************************
  Tel: ************
  email: ********************************************************

  Order #*********
  Ze Li
  *******************
  ************* ********** 94040
  Tel: ************
  email: ******************************

  This claim, no record associated with the following information:
  Ye Zh
  Location: CA 94612
  Tel: **************
  email: **********************************

  I have also included our email correspondence with the customer.

  Best regards,
  ****

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair 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.

  Having ordered the 72" O&N floating vanity in oak, we had to chase the carrier to discover that the item was stuck at **************. When we did manage to get the vanity delivered, we were disappointed to discover that one of the two vanities that make up the piece was severely damaged during delivery. We also found that the quality of the vanity was not to the specification we had expected, a point we made to O&N. To be fair to O&N, they offered to send us a replacement or give us a credit of $300 against a $1,558.20 outlay. In our haste to close the matter, we quickly accepted the credit, but on reflection we feel that the quality of the O&N vanity is so inferior that we now wish to return it. ****, O&N is refusing to accept the return and are presumably refusing to refund us what we paid. O&N has offered to send us a replacement vanity, but given the quality issues of the vanity, this is not an offer we wish to accept. (Note that the vanity was purchased online as O&N does not have a showroom within traveling distance of where we live.) We are undergoing a master suite (bedroom/closet/bathroom), laundry room and outdoor renovation and, having made a quick decision to accept a $300 credit, we feel that it is sharp practice of O&N to refuse to accept the return of the vanity in circumstances where it was damaged and there are enduring and serious concerns about quality. (Note: whilst the amount listed below is $1558.20, after the $300 credit, the amount outstanding is $1258.20.)We also spent with O&N $1,000 on an LED mirror, a point which seems to be irrelevant to them as they manage this matter with the vanity.

  

  Business Response

  Date: 01/12/2024

  Hello,

  The customer initially submitted a claim and was presented with two choices:
  
  1. Accept a $350 discount as complete settlement of the claim and arrange for repairs through their contractor.
  2. Receive return labels for the return of both base cabinets.
  
  On January 4, ****, the customer chose the first option, leading us to issue a $350 credit for the order. Subsequently, on January 11, ****, the customer requested a full refund instead. To proceed with a full refund, we require the return of the vanities. We plan to reach out to the customer to organize a return pickup.
  
  For further details, please refer to the attached record of the interaction.

  Best regards,
  ****

• Initial Complaint

  Date:10/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I purchased a vanity (ORDER ********* ; tracking number: *********) on 9/12/2023 that was supposed to arrive in 3-7 business days. Today is 10/05 and it has not arrived. I have not received any explanation for the delay. I request delivery and $300 compensation for the delay.

  

  Business Response

  Date: 10/06/2023

  We sincerely regret the delay caused by the holiday season and would like to extend a 10% discount to compensate for any inconvenience this may have caused you. This discount will be refunded to your original payment method.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20702102
  
  I am rejecting this response because: I appreciate the 10% refund, but I have not yet received the vanity, so I cannot accept the business response yet.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/27/2023

  The delivery was made through Maersk freight service on October 6, 2023, and it was signed for by ****. However, shortly after that, the customer filed a complaint. You can find the tracking information for this shipment under pro number *********, and the shipment details are included as an attachment.

  Customer Answer

  Date: 10/30/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2023

  Type:Delivery 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.

  Vanity that was shipped thru multiple shippers was damaged. The damage was concealed in shipping carton ,discovered upon opening of shipment Company was notified, then the circle jerk begins, emails phone calls,(nobody answers during normal business hours) response we have to file a damage report. Not my problem they provided shipping.We paid for a product and expect speedy resolution, so to finish a customers project.

  

  Business Response

  Date: 09/26/2023

  We sent a replacement on 9/14/2023. The tracking number for the base cabinet replacement is 378312675 via ************** Services. Interaction with customer attached.