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BBB Accredited Business since
Phone: (800) 957-1178 Fax: (920) 482-2913 W3312 County Road FF, Sheboygan, WI 53083
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This company provides online retail furniture sales, including home decor, christmas decor, outdoor furniture, lawn & garden, tables, kitchen accessories, cabinet hardware, curtain rods, fireplace and hearth accessories, and artwork.
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A BBB Accredited Business since
BBB has determined that Timeless Wrought Iron meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Timeless Wrought Iron include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Ryan R. Hansen, Owner
Online Retailer Iron Work Beds - Retail Drapery & Curtain Fixtures Furniture - Childrens Furniture - Outdoor Furniture - Retail Kitchen Accessories Mirrors Pottery Christmas Lights & Decorations Internet Shopping Cabinet Hardware Home Accessories Home Decor, Accessories & Gifts - Online Retailer Furniture Stores (NAICS: 442110)
Alternate Business NamesGearhead Marketing Inc.
Industry TipsInternet Shopping Play it Safe on the Internet
W3312 County Road FF
Sheboygan, WI 53083 (800) 957-1178 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I purchased a glass top/wrought iron base table from them on 9/11/2014. (Order #****) I received the table in two boxes on Oct. 31, 2014. The box containing the glass top was torn with holes in several places and very beat up . It was so beat up that I ran into the house and got some packing tape to apply to the box BEFORE I would let the trucker take it off the truck. Upon receipt, I emailed the company (*******) letting them know that the packaging for the top was in poor shape. I also let them know that we would not be opening up the boxes for at least a week since my husband wasn't home and we also needed helpers. The table top is 60 inches round and weighs nearly 200 pounds. They asked (via email) for a review of the product. I responded that I would do that once we opened the packages and set up the table. We set up the table on 11/9/2014. I wrote them on 11/10/14 that the table literally came out of the packing box as the men were CAREFULLY moving it into the house. I stated that the packaging was clearly inadequate. This was NOT the result of its being mishandled on our part. Because it broke through the box, the rim was chipped. I asked that it be replaced or that the price be considerably adjusted. In a separate email, I sent pictures of the shipping carton and of the chip on the rim. On 11/11/14 I again sent the pictures with an explanation for each one. I got no response. On 11/17/14 I spoke with ******** regarding my order and no response from the company. She apologized and asked me to again send the photos. I did that while we were on the phone. She was surprised that the box was in such bad shape. She stated that she would talk with the shop and see how they wanted to handle the problem. She stated that she would get back to me by the end of the day. I heard nothing. On 11/19/14 I emailed her asking what was going on. She again apologized and said she would again contact the shop and update me by the end of the day. Again, I heard nothing. On 11/20/14 I sent another email letting her know I was still waiting. On 11/21/14 I again asked for a response. Nothing. On 11/25/14 I called ******** and left a message. I also sent an email following up the phone call. (Then, we were into Thanksgiving Weekend.) I waited until today 12/2/14 for some kind of response. I am through trying to contact them, and as a result am turning to you, the BBB, for help.
Desired Settlement: I would like a table top replacement. I also expect them to pick up the damaged top, pack it, and pay for the return.
We are very sorry to hear about the trouble with your replacement top.
According to our records your replacement glass top was ordered from our vendor in November and shipped in December. If you had not been notified of this I’m terribly sorry and I want to sincerely apologize if you had not been given regular status updates regarding your replacement top.
Unfortunately on Monday, Jan 12th 2015 we were notified that your replacement glass top was refused do to freight damage yet again.
We immediately ordered your 3rd replacement glass top from our vendor after hearing of the damage - That one will be shipping soon. When that replacement ships you will receive another tracking number for that one.
******** will be calling you to see if there is anything else she can help you with.
/--- List of events with this customer per our records:---/
Original Shipment BOL from our vendor – Product is delivered undamaged and signed for after inspection by our customer (packaging noted to be in bad shape but product is fine)
The customer tells us the product was delivered un-damaged but the packaging was in horrible shape from the trip. When the customer was handling the glass top the worn packaging broke and the glass slipped out of the packaging resulting in a chip (images attached). According to the customer this damage occurred under the supervision and by the hands of the customer.
Here is an email and product review from the customer regarding the order and packaging -
1st customer email was sent with photos after a phone conversation with one of our representatives
2nd customer email:
“Thought I would send some pictures that should go with the email I sent yesterday regarding my order.
Earlier today I filled out the review of my purchase. It has been submitted to you.”
“To remind you: I purchased the 60 inch round Legacy table. The table top was glass. As I said in the review the table is lovely.
1st Replacement top is picked up and sent from our vendor - BOL-20617741 (attached)
Replacement top shipment rescheduled via customer.
Replacement top refused due to freight damage.
3rd Replacement top is on order with vendor and will be shipped again.
Full search through our phone records for the 2 phone numbers we have on file for this customer do show a call that went to ********’s VM on November 25th. You can see the phone record searches provided by our phone service provider in the attached images.
We also have an email string between ******** and this customer that ended on November 21st.
When ******** was confronted about the lack of communication she tells me that after the replacement glass top as ordered and this shipment scheduled she failed to keep the customer informed of the status which resulted in ******** reaching out to the BBB even after we fulfilled the request of a new glass table top at our expense.
As always we take these complaints seriously and use them to improve our business. If there is anything else you think we can do please let us know.
On Fri, Feb 20, 2015 at 12:42 PM, ****************** ******************** wrote:
Problems with Product/Service
Read Complaint Details
Complaint: I purchased the product on their website (5/8/2013) I contacted the company on the same day that the delivery was made. I made a phone call to them and was asked to submit a form online. I submitted the form with the following text "The headboard arrived with a chip in finish. The box did not look damaged when I signed for it." (May 28th) After a while, customer service to replied, asking for pictures of the damage via email (May 31st). I replied with pictures of the damage via email (June 4th) - no reply. No reply from them prompted me to ask for an update via email (June 13th) - no reply. I started a new ticket with them through their site (July 5th) - no reply. I asked for an update again today via email (July 11th) - no reply. I do not want a damaged product, their site said I had to make a claim within 30 days or there is no chance of getting a return. I do not trust their processes/word at this point and want to return it so I can never do business with them again.
Desired Settlement: I want a full refund of the product (including amount to ship back to them)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. I sent an additional email outlining their response.