Complaints

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• Initial Complaint

  Date:06/25/2025

  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.

  Purchased couch may 2024.
  Purchased for $3745
  Purchased sectional couch with one year warranty
  March 2025 contacted owner of company for repair. Confirmed via phone call, it would be covered under warranty. Serviceman sent to repair product, but stated he’d have to order parts for the remainder of the repair. He advised he would order them that same day and contact me when they came in. I never got a response so I messaged the owner explaining the situation. Owner said he’d talk with the serviceman and get back with me. I never heard back. I’ve continued to contact the owner repeatedly for over 3 months now and keep being told “I’ll get back with you” and I don’t hear anything until I contact them again. I have asked for it to either be fixed or asked if returning the couch and getting money back for the remainder owed is possible with no response. Remainder owed:$3239.88.
  With the situation I would like to get my money back completely, but would settle with just what is left owed on it if possible.

  Business Response

  Date: 07/15/2025

  I talked to her last week and explained I would replace the chair she needed replaced if the service company didn’t show up.     So it will be ordered - thx ***** 

  Customer Answer

  Date: 07/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  business owner TOLD me when he was going to have someone come fix it rather than asking my availability. I’m not available the days that he stated therefore nothing has been resolved. Due to lack of timeliness and professionalism, I am requesting pay off for remainder of couch balance of $3,324.69 & return the couch to business. 

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

  Business Response

  Date: 07/18/2025

  I am trying to add pic of her part.  Not loading due to file ?   However this is a warranty items. I do not do returns or refunds.  The issue is this is between the customer and the service company as they have been out there to diagnosis this.   Part has been received a couple of weeks ago and the service repair has it scheduled for Wednesday to repair.  Waiting on customer to confirm repair.   I’ve told the customer if the repair company which is a third party can’t repair then I would replace her LSF chair.   I’m the retailer and I completed the claim for the customer which she could have done with the vendor.  I have done extra work and told the customer I would help her get solved as it is warranty.  So call ************. Repair is scheduled and if not repaired correctly I will replace the chair.   I can not refunds or return furniture.   The customer needs to allow them to fix the item as it’s a piece of her sectional and the pieces can be replaced if can not be repaired which is a manufacturer warranty claim.   This should not even be on my Boxdrop store.   I’m trying to help customer get resolved.  Thx 

  Customer Answer

  Date: 07/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was never made aware that the service provider was a third party. I have only ever been in contact with the owner of the business besides the person who came to look at it, and that was only about when he was coming. Since I have only spoken with the owner of the business, I feel that he should offer the refund due to lack of service in a timely manner. If it was extra work and an inconvenience for him to do the warranty paperwork, he could’ve informed me of it.  If I had been speaking with the serviceman, I would accept, but I have not. I’ve been speaking with the business owner and was told he would get into contact with the serviceman and fix the situation but has taken 4 months to do so. 
  
  Sincerely,
  
  
  
  ******* *********