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:04/30/2025

  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 ordered a custom-built dining room table from Wyrmwood, Inc. on November 18, 2024 for $4,066.96. After waiting several weeks I called to ask when the order would be shipped. I was told it would ship by January or February. After February passed I called again and was told it would ship by the end of April. As of April 30, 2025, almost 6 months since placing the order, I have still not received it. This is completely unacceptable. Had a realistic production timeline been provided to me I would understand but for whatever reason the order keeps being delayed without explanation. Wyrmwood, Inc. needs to communicate and honor realistic shipping dates. I would prefer to receive my original order but if it can not be completed then I will require a full refund.

  Business Response

  Date: 05/01/2025

  Hello,

   

  Thank you for reaching out, and I apologize for the delay with your order and any issues you've experienced trying to get in touch with us. Note that you can always contact us via email at *************************************** or phone during our regular hours of 10am-5pm, M-F, via ************ for answers to any questions you may have - we're always happy to assist.

  At this time, your order is in production and mostly complete, though a few parts remain to be finished (your topper leaves and the short sides of the table are the remaining components still being produced). We do expect your order to ship out this month, May, likely within the next two weeks, as the needed parts are in production now. You should receive a shipping notification once the order is picked and prepared for shipment, after which time our carrier, ******, will get the order to you, contacting you via text message to schedule a delivery date once your order has reached your area.

  Unfortunately, our production estimates have been revised in recent months as we had been using some bad data to project our estimated production dates, and this had a "cascading" impact for orders in our lengthy production queue. That said, all estimates on the website have been updated to reflect much more accurate data presently, and will update as needed should anything change. That said, your order is quite close to completion, and we expect no further change to your expected shipping date. Thank you for your understanding, and feel free to reach out via the methods above with any further questions.

  Sincerely,

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

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by Wyrmwood, Inc. and have determined the response to complaint #******** is reasonable and acceptable. I understand that by choosing to accept Wyrmwood, Inc.'s response that my complaint will be closed as resolved. However, I reserve the right to file a new complaint, should Wyrmwood, Inc. fail to follow through.
  
  Regards,
  ****** *********

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Original complaint 4/30/2025 has not been resolved as of May 30, 2025. As previously stated, I ordered a custom table on November 18, 2024 for $4,066.96. Over 6 months later I am still waiting for the table to arrive. On May 1, 2025 Wyrmwood stated "We do expect your order to ship out this month, May, likely within the next two weeks." That never happened. As such, I require a full refund. 

  Business Response

  Date: 06/05/2025

  Hello,

  I'm sorry to hear that the order did not ship out in the expected time frame provided in the last message. Reviewing the order, it appears the final part needed for shipment, the end pieces of the topper, were rejected due to a quality control issue. We do our best to meet our shipment estimates, but unfortunately cannot sacrifice quality standards to do so. The new replacement for this item is in the last stage of production presently, which means that the order should be fully staged and ready to ship out next week. As this custom order is being completed imminently, we cannot cancel and refund the order, as this would fall outside of our policies, however we would like to offer a refund on the shipping charges as a compensation for the excessive and unanticipated delays with this order, with the understanding that the order will ship out next week. Given the status of the remaining item, we can guarantee this shipment time frame at this time, while in the past we could only offer our best estimates. If this fails to occur, we will then proceed to cancel and refund the order. We sincerely apologize for the delays, and hope that this further information on the status of your order help shed light on the situation thus far. Thank you for your understanding.

• Initial Complaint

  Date:10/05/2022

  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 ordered a table through kickstarter over two years ago and the communication with this business was ridiculous and then they were essentially scamming up for 10% fees for issues they had with the project and we never got our table and had to pay a fee for a refund and they were no help to me at all

  Business Response

  Date: 10/11/2022

  Hi ******,

   

  Sorry to hear of your frustration. Using Kickstarter for our business certainly has it's advantages, but presents unique obstacles as well. One of those obstacles is needing the information for our customers' orders by an established deadline to ensure we can order enough materials to fulfill the products in that particular wave of orders. It appears your order was missing necessary information at the deadline and had to be pushed back to a different fulfillment wave. 

   

  Regarding the 10% fee for refunds, this is a policy we use on Kickstarter projects due to the unique nature of using Kickstarter. Once we know the total amount raised at the end of a Kickstarter project, we can determine what can be invested in equipment needed to help fulfill the project. We still honor refunds, of course, but retain a 10% fee to cover unrecoverable fees such as credit card fees and fees owed to Kickstarter and our pledge manager, for example.

   

  Sorry for any misunderstanding. Feel free to reach out to us again if you need further assistance!

   

  Thank you!

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******