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Business Profile

Online Retailer

Barstool Comforts

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Barstool Comforts's headquarters and its corporate-owned locations. To view all corporate locations, see

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Barstool Comforts has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2024

      Type:Delivery Issues
      Status:
      Answered
      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 am writing to formally lodge a complaint against Barstool Comforts Custom Luxury regarding the non-delivery of my purchased furniture, ordered on February 24, 2024.On February 24, 2024, I purchased eighteen (18) pieces of furniture under Order #****** from Barstool Comforts Custom Luxury after discussing my needs with a sales consultant. The consultant informed me the estimated delivery date was July 2024, which I found acceptable at the time.Since placing the order, I have encountered the following issues: On June 4, 2024, I reached out to sales consultant ********* to inquire about the status of my order. I was assured that the furniture was in production, but no updated delivery timing was provided. On August 25, 2024, I contacted ********* again for an update. Although she reached out to the manufacturer to obtain order updates, no resolution or specific timeline was provided. After continued follow-up, ********* eventually shared the manufacturers contact details with me to help resolve the delay, but this did not yield any concrete information about the delay or expected delivery.Despite my repeated efforts to resolve this issue directly with Barstool Comforts Custom Luxury, including multiple phone calls, emails, and texts to both the sales consultant and customer service, I have not received any satisfactory response or ************* a disabled Vietnam War veteran in retirement, the ongoing stress and lack of resolution have had a significant impact on my mental well-being, especially as I am coping with PTSD. The financial loss of $23,789 has added considerable strain to my situation.Additionally, I had planned to celebrate my 50th wedding anniversary in August 2024 with my family, and part of that celebration was to be held in a home furnished with the items I purchased. Due to the delay, I was forced to rent furniture for the occasion, which caused further emotional distress and financial burden.

      Business Response

      Date: 12/01/2024

      Hi *****,

      I just sent you a reply to your email ****************** I'm not sure if you're not receiving our emails, but weve been trying to contact youvia email and phonesince November 20.

      We truly apologize for the long delays caused by Darafeev. While we are not Darafeev and cannot control their production or shipping timelines, we understand your frustrations and want to take the time, again, to reassure you that you are either going to receive your furniture or a refund. This was communicated to you several times.

      We really want to help resolve this issue, but we need your response to move forward. If you would like a refund, were happy to discuss that, but we still need you to reach out to us directly by phone or email. Filing this complaint doesnt speed up the process, but we are committed to resolving this matter as quickly as possible.

      On November 19 at 6:39 PM, you requested that we contact you on November 21, 2024, at 5:00 PM Eastern. Weve honored that request, and Darafeev has been trying to reach you since then, even making several attempts before the scheduled time.

      Were ready to work with you to resolve this situation. Please contact us at our email ******************************* or by phone *************) at your earliest convenience so we can address this promptly.

    • Initial Complaint

      Date:10/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 spent $1,000 on four barstools. Within a few years the vinyl on the cushions started to peel. They are only used once or twice a week for a few hours total. They aren't exposed to the sun, they are in our second kitchen of an apartment which doesn't have windows. I have had vinyl chairs that have lasted significantly more than 5 years. My wife and I both have vinyl desk chairs that we sit on 50 hours a week which do not show wear and tear. It is completely unacceptable when you spend this amount of money on barstools to have cheap vinyl put on them that doesnt last. I am requesting replacement seat cushions.

      Business Response

      Date: 11/07/2024

      Thank you for reaching out to share your experience with your bar stools. Were sorry to hear about the issues youve encountered with the vinyl upholstery. We take customer satisfaction seriously, and wed like to address your concerns.

      Your order was placed in 2019, and while we understand your frustration, the upholstery on these stools is covered under a one-year warranty as per the manufacturer, ******'s, policy. While its unfortunate that the vinyl started to show signs of wear after several years, it is outside the warranty period at this point. Upholstery wear can vary greatly due to factors such as cleaning products, humidity, dryness, and general environmental conditions, which may affect the longevity of the material.

      To support you in this situation, we would like to offer replacement seat cushions at a reduced rate. We hope this can be a satisfactory solution that helps restore the look and comfort of your barstools.

      If youd like more information on the reduced-rate replacement parts, please dont hesitate to reach out. We value your business and are committed to assisting you.

      Thank you for your understanding.

      Customer Answer

      Date: 11/08/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22422466

      I am rejecting this response because as I mentioned, I have only used these chairs minimally since 2019. I have other bar stools in my basement from another manufacturer where the vinyl still looks brand new and I have used those significantly more. I know you mentioned upholstery wear can vary greatly but there is limited humidity and dryness where I live due to my allergies and asthma. It would be one thing if these were the only stools I owned but the fact I have other stools that look brand new with significantly more usage is unacceptable. Most vinyls have a life of ****** rubs, these must have a life of less than ***** rubs. When I spend $***** on stools, I expect them to last even with limited usage. I am not looking to pay for replacement seat cushions as I was given a faulty cushion from the beginning. As I previously mentioned as well, besides bar stools, I have a vinyl desk chair that I use 50 hours a week for 5+ years that looks brand new. This was very cheap and thin vinyl that you provided which I would like replaced at 100%.





      Customer Answer

      Date: 11/14/2024

      Can you please remove this complaint as it was resolved via email. Thanks!

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