ComplaintsforArticle

• Initial Complaint

  13/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I ordered a side table (**** Stool) from Article that upon receiving, was disappointed to find it is not as pictured on the website. It's orange, looks like oak wood and about 1/2 inch too tall. I know this because I ordered the exact same item several months ago and it arrived in great condition. The table I recently received (order #*******) looks nothing like it does on the website and it doesn't match the original one I ordered at all. Photos are provided for side-by-side comparison. The table on the left was the original one I received several months ago and is fine. Item on right is the table I just received that does not match whatsoever. The company is now ******** my communications and they have yet to publish my review of the product on their website. Please note that neither of the two tables have ever been left outside or gotten wet. I have also provided a photo of the item from their website for comparison.

  Business response

  15/12/2023

  Hi ****,

  Thank you for taking the time to reach out. Were sorry to hear your new **** Stool didnt meet expectations. Sometimes it takes a few days for reviews to be published, but it looks like your product review and photos were posted on the pieces product page on December 12.

  For context, our **** Stool is made from raw and untreated teak wood so variance in character and structure are to be expected (noted on the product page). These are natural characteristics of solid wood furniture and what makes each piece unique. Additionally, teak has natural oils that repel water. These oils can appear orange and, at times, come to the surface of the wood. Overtime, the orange tint will fade, as oils rise to the surface and soften. We understand this can be challenging if youre hoping for two pieces to match, so weve emailed you a few techniques to speed up the lifting process of the oil if youre interested in trying them out.
  
  In regards to the size discrepancy, while raw wood materials have slight variances due to the way theyre made, we do ensure they stay within a specified parameter. Our ************* Team has sent you an email requesting photos to show the dimensions of the stools to confirm if yours is within this. Please feel free to follow up with them with this and theyll look into it further.

  If you have any other questions or concerns, please dont hesitate to reach out to us at *********************************** Were happy to help.

  Thank you, 
  Kianna
  Article
  

  
  

  Customer response

  15/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: This is not "natural" variations or oils. The product is cheaper and vastly different than the first I purchase. Please see the photos. Item on left is the original I purchased and looks as it does on the website. Item on right looks completely different in color and size. Even the feet and legs of the tables are completely different.
  
  Sincerely,
  
  **** ******

  Business response

  20/12/2023

  Hi ****,

  Thank you for following up here. While we can confirm the tint is due to the natural teak oils, which will lift overtime, we appreciate your feedback on the product. Well be sure to pass it along to the appropriate teams for consideration.

  As mentioned, our ************* Team has followed up with you via email requesting photos of the stools dimensions. Once we receive these were happy to look further into it and if there is anything we can do.

  Thank you,
  Kianna
  Article
  

  
  

  Customer response

  21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: photos were sent. The new stool I received is more than 19 inches (photo attached) - website states 18 inches for height. Thus, not only the color discrepancy but also height. The legs and feet are also different. I have, however, since received a partial refund and will cancel this as soon as the credit processes on my card.
  
  Sincerely,
  
  **** ******

  Business response

  28/12/2023

  Hi ****,

  Thank you for sending in the photo. It looks like your new stool is measuring in at 19 inches tall, which is in alignment with the general dimensions listed on our website (19"H x 11.75"W x 11.75"D): ***************************************************************

  With that said, were glad to see our ************* Team has gone ahead and processed a 40% partial refund on the stool as a one-time exception.

  If you have any further questions or concerns, please feel free to contact us at *********************************** Were happy to help.

  Thank you,
  Kianna
  Article
  

  
  

  Customer response

  22/02/2024

  
  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

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an item twice from Article. The first time it came exactly as described and advertised on their website. The second time it was not even close to the described product. Article refuses to take responsibility for sending the wrong product. That leads me to believe that the company deliberately engages in deceptive trade practices. Here are the details.Order number- #******* Order delivered- 12/14/2022 Amount paid- $269 + Shipping + Tax (FL)I bought the Cossa Cowhide Brown *** from Article in mid 2022. It came exactly like the product advertised on the website (albeit with natural variations in pattern). Based on that experience, I bought the same product again. But this time it was entirely different from the product advertised and the first order I received. It is almost white (not brown) , has stippling pattern, and is 8x8. These differences CANNOT be characterized as natural variations. Article team requested photo/ video proof. I provided that promptly. Their response is that these are natural variations . I would caution anyone from purchasing from Article. ** ***** **** ******* ** ******* ********** ** *** ********* ******** *** ***** ** ********** **** ** ******* ********** ****** *********** ** ***** ************** ** *** **** **** ** ********** **** *** **** ** ******** ***** ***** *** *** ********* ********* ** ****** ** ********* ** ********** ********* ** ********* ***** ********* I was big fan of this company and made several purchases through my trade account. They seemed to be refreshingly different from the stodgy furniture companies. The fact that they made no attempt to offer a cure is unfortunate. Photos of the difference between the website advertised product/first product and the second are provided.

  Business response

  12/10/2023

  Hi *****,

  Thank you for taking the time to write this review about your Cossa Rug. Were so sorry to hear the rug didnt meet expectations. Weve had our Product Specialist take a look at the images you provided and theyve confirmed with us that there are no defects present.

  We expect our Cossa Rug to have natural variances and include detail on our product page to show how color may vary on a spectrum of light to dark as each rug is a unique, natural hide. The second rug you ordered is on the light end of the spectrum and were sorry that it didnt work for you. As for the sizing, we do not alter or trim the rugs to preserve the natural state of the hide which is why size variance is considered normal. We understand that can create a frustrating experience and have passed along to the appropriate teams to see how we can better communicate this detail to our customers.  

  We do offer returns and exchanges within 30-days of delivery. Since your order was delivered in December 2022, it does look like youre outside this period, but were happy to offer a one-time exception to exchange or return the piece for store credit. Our trade team has followed up with you via email to confirm this offering.

  If you have any further questions or concerns, please let us know in the email thread. Were happy to help.

  Kianna, Article
  

  
  

  Customer response

  09/11/2023

   
  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

  29/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this luxury-priced couch expecting it to not fall apart after a year of ownership. The company has lied to me multiple times about its ability to repair/replace the deteriorating parts. Currently, the company no longer manufactures this item.In August 2021 I purchased this couch from Article.com. After one year and one month, the couch began to deteriorate to the point of unusability (cushion covers splitting apart at the seems). Unfortunately, this was one month outside of Article's warranty policy. In September 2022, I reached out requesting support for my faulty product which I was originally told wasn't fixable on their end and I was offered a $50 credit to buy a fabric ****** - this did not fix my problem. In response, I requested replacement cushion covers and was told that was impossible for them to do. Upon hearing this, I left a transparent and honest review on the company website. Shortly after, I was contacted saying that they could in fact send replacement covers and that it would take 3-6 months. This was confirmed in January 2023. Fast forward to July 2023 (6 months later) and I had yet to receive replacement cushions. I reached out to the Article team who provided me with conflicting information. The company appears to be unable to get a response from their manufacturer. Given that they've been "trying" to contact the manufacturer for weeks and that they don't produce this couch in this color anymore, I expressed my major doubt that I would be receiving any replacement cushion covers and requested a full refund otherwise I would take action. Today (8/29) I was only offered a 20% refund which I deemed unacceptable and misrepresentative of how the company describes itself and the products it sells.

  Business response

  01/09/2023

  Hi *****,

  Thank you for taking the time to write this review about your Ceni Sectional. Were so sorry to hear it did not meet expectations. Weve taken a deeper look into this with our Product Specialist and theyve noted the fraying of the seams does look out of ordinary. Our ************* Team has followed up with you via email to ask a few additional questions to help us understand if there are alternative solutions we can offer.

  For context on the cushion cover replacements, we typically provide replacement parts for issues covered under our 1-year manufacturers warranty. As you are outside of this time period, this is why our team didn't initially offer this, but were happy to see they made the exception for complimentary covers. When ordering parts from our manufacturer, the *** is typically around six to twelve months as we are shipping them from overseas. We can see we didnt set healthy expectations on the *** when the covers were ordered and we apologize.

  If you have any further questions or concerns, please let us know in our email thread. Were happy to assist.

  Kianna, Article

• Initial Complaint

  28/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing to express my disappointment with the Article ************* Sofa and Ottoman. I received the set on April 19, 2023. Initially promising, I'm now dealing with unacceptable quality issues and the product deteriorating rapidly. My first report to Article was on August 3, 2023, but their customer service has been unhelpful.At first, the ************ Sofa seemed solid with positive reviews and comfy seating. Unfortunately, this positive experience was short-lived. Within months, the sofa started squeaking and the back cushions sagged. Feathers escaping the cushions is a more recent issue, and the ottoman is also showing early signs of wear despite conservative use. This isn't what I expected, given I paid a total of $1,899 for the sofa and $549 for the ottoman.Article's dismissive customer service approach is adding to my frustration. They ignore my concerns and fail to uphold their warranty promises. One of their reps even misspelled my name, revealing a lack of attention to detail.Their suggested solutions haven't helped. They told me to fluff the cushions, but it didn't make a difference. For the squeaking, they requested videos despite my explanation that videos can't capture the issue's depth. Their lack of understanding adds to my dissatisfaction.Article's claim that "feather creep" is normal is concerning. This shouldn't happen so soon, especially for a high-priced product. I'd expect this after years, not months!I'm deeply unsatisfied. I invested a lot in a product that hasn't met its promises. Article's responses show a trend of evading responsibility for their product.I hope you can help resolve this. I desire either a refund or an exchange for a product that meets my quality expectations. This seems fair given the issues I'm facing.I also urge you to inform future customers about Article's dismissive approach and tendency to label quality problems as normal wear. No customer should endure what I have.

  Business response

  31/08/2023

  Hi *****,

  Thank you for taking the time to write this review about our ********* and ************. Were so sorry to hear the pieces havent met expectations.

  In regards to the sofa squeaking, it looks like our ************* Team has asked you to send a video to verify the issue. We understand it can be tricky capturing the sound, but any attempt will help us understand the issue better and see if there are any solutions we can offer. 

  As for the cushion sagging and feather creep, this is not considered a defect, but rather a natural result of the polyesters and down feathers shifting or being compressed from weight. Fluffing on a regular basis is very important to redistribute the filling and reintroduce air. Read here for information on our recommended fluffing technique: *****************************************************************

  We definitely want to continue looking into some of these issues for you. Our ************* Team has followed up with you via email in regards to the video of the squeaking sofa and collect information on the issues youre experiencing with the ottoman, including photos of the wear.

  Kianna, Article 
  

  
  

  Customer response

  31/08/2023

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

  I am expressing my ongoing disappointment with the handling of my concerns. I understand that scripted responses can be efficient, but they fall short of addressing the real issues I'm facing. At this point, I'm receiving the same questions and responses without any new information or solutions.

  If all the concerns I've raised are truly "expected" and come with "trade-offs," then I believe that this information should have been disclosed from the start. As customers paying a premium for your products, we expect a certain level of quality that aligns with the price point. I wouldn't have anticipated the subpar experience with a $2,000 sofa. Saving up for a purchase like this requires a significant amount of effort, and one expects an investment that maintains its quality over time, not one that succumbs to wear so quickly.

  Unfortunately, since I initiated this communication, the issues persist, despite the resources provided. ******** continue to escape, the cushions remain shapeless and devoid of support, despite my efforts to follow your instructions and recommendations. This ongoing experience only reinforces my concern that the product is not up to the standard of quality that was promised when making my purchase.

  I hope this message underscores the seriousness of the situation and my dissatisfaction with the current state of my purchase and the lack of helpful responses received. I sincerely hope that Article takes these concerns seriously and offer a more effective solution.

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

  Business response

  05/09/2023

  Hi *****,

  Wed love to look into this further for you. Our ************* Team has reached out via email again requesting a video of how youre currently fluffing the cushions as well as how they look after to help us understand if the correct technique is being used or if there are any potential issues with the piece.

  In regards to the squeaking sofa and wear on the ottoman, our ************* Team is actively trying to look into this, but it looks like theyre waiting on the requested video and photos via email. Once we receive these, we can look into possible solutions.

  Again, if you have any further questions or concerns, please do not hesitate to reach out to us via our ongoing email thread.

  Kianna, Article

  
  

  Customer response

  06/09/2023

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

  I want to emphasize my ongoing dissatisfaction with the handling of my complaint and request for coverage under warranty. I find the repeated requests for videos and photos to be a distraction from the fundamental issue, which is the lacking quality of the product itself.

  If such frequent and specific maintenance is required for the sofa in such a short period after purchase, it should be explicitly stated on your website. Customers expect some level of upkeep after a year or so. However, the fact that consistent fluffing is necessary mere months after purchase, and that this technique provides little to no relief, raises significant concerns. One would reasonably expect a high-end sofa to require minimal maintenance but not so soon and not so often. The ongoing back-and-forth is not only time-consuming but also a distraction from the core problem.

  None of the solutions offered thus far adequately address the primary issue. The sofa demands excessive maintenance and demonstrates serious quality issues. Feathers continue to escape, and the cushions fail to maintain their shape or provide back support despite fluffing. This situation is far from what I anticipated when investing in such an expensive product.

  Ultimately, I seek a resolution that aligns with the substantial investment I made. At this point, I need to be compensated, as this experience has been far from satisfactory. It is condescending to request videos and more photos beyond those I provided or to suggest that there is a failure on my end to read instructions. I have previously spent thousands of dollars on other Article products and did not encounter the same concerns. This sofa and ottoman do not meet the durability and quality standards I expected from a product in this price range, much less from Article. My opinion has since changed.

  This experience has left me with a strong impression, and I have reservations about purchasing more Article products. I was in the market for more furniture, but will have to look elsewhere. The repeated requests for videos and photos and the scripted responses suggest an attempt to wear me down rather than address the underlying issue.
  
  Sincerely,
  
  *********************

  Business response

  12/09/2023

  Hi *****,

  While we understand your frustration, we find photo/video content is the most effective way for us to identify any issues and provide the best solution for our customers. For more context, we share this content with our product experts to make sure we're giving you the best recommendations. At the moment, we only have photos of the sofa from when the issues were initially reported and we dont have any video of the squeaking noise or photos of the ottoman. The additional media will help us identify any issues on all pieces as well as if theyve persisted after our recommendations. From there, we can look into if there are solutions we can offer under our 1-year warranty. 

  As mentioned previously, our ************* Team has reached out to you via email for this content, so please feel free to send it there.

  Kianna, Article 
  

  
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ordered two sofas from Article since March, 2022. The first sofa was delivered April 19th, 2022, this one was their Timber Charme Tan Sofa for $1,999 with a $49.00 discount, not financed, paid in full and paid for delivery and set up another $169.00, total paid $2288.52. The minute I got the sofa I quickly discovered the material scars upon contact with almost anything! I called and nicely explained the situation to Article over the phone. The customer support representative was extremely helpful and sold me replacement cushion coverings. I ordered the ones needed, plus some backups and paid for them. With this experience, I was impressed with the level of support offered. I knew I had purchased a sofa that was going to give me problems in the future with material issues but I felt some what at ease knowing I could replace them as needed. So I later ordered another sofa from them, Timber Olio Green Left Sectional on October 22, 2022, total bill paid $2,052.92. This sofa is cloth in material with zipper removable cushions. Recently upon removing the cushions and washing them on a gentle "hand wash" cycle two of cushions material unraveled at the zipper. I can no longer zip the cushion up. I called Article and asked if I could order and PAY for the replacement cushions (just like I did on the first sofa) at this time they told me they do not offer replacement parts. I explained to Article that was not true because I had recently ordered some on a different product. I was then made aware that they are "holding" them and they have temporarily shut down their parts replacement program and I can not purchase the ones they have on reserve. I just want to purchase two replacement cushions so I can use my sofa again. Article has declined to allow. They are only interested in telling me I didn't follow their care instructions.

  Business response

  04/08/2023

  Hi *****,

  Thank you for taking the time to write this review. Were so sorry to hear your Timber Olio Green Left Sectional was damaged. We understand how frustrating it can be when things like this happen.

  For context, we do offer part replacements for issues covered within our one year manufacturers warranty, however the issue youre experiencing is not covered within our warranty as it was caused by machine washing the cushion cover. We recommend on the product page to dry clean only because these professionals have tools and cleaning solutions to avoid damage like this. For more information on our warranty, read here: ************************************************************************;

  With that said, were happy to make a one-time exception here since you had purchased replacements from us previously. Our ************* Team has reached out via email to look into setting up a replacement cover.

  If you have any further questions or concerns, please do not hesitate to contact us at *********************************** Were happy to assist.

  Kianna, Article 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered furniture from Article and upon receipt of one item, knew instantly I wanted to return it. I contacted Article the same day for return service. They said a company would be in touch. 4 days go by and nothing, while I have this extra couch just sitting there in my living room. I contacted Article again and they said they would have the shipping company reach out ASAP. Days later and still nothing. I need this couch gone. At the same time, the refund can’t be processed until it is returned and inspected. Only, nobody seems to want to come get it.

  Business response

  04/08/2023

  Hi *******,

  Thank you for taking the time to write this review about your recent experience with us. We’re so sorry to hear it didn’t work out with our ****** Sectional. While we do try to pick up returns as quickly as possible and we understand how frustrating keeping the piece in your home can be, scheduling a pick up appointment is also dependent on the availability of our home delivery team or, in this case, the third party carrier. 

  With that said, we’re happy to see our Customer Care Team escalated this case and are working to get your return picked up as soon as possible. We can see you were charged a $100 reboxing fee due to no longer having the box, but we’d like to waive this as a thank you for your patience. Our Customer Care Team has reached out via email to confirm this with you.

  If you have any further questions or concerns, please feel free to contact us at *******************. We’re happy to help.

  Kianna, Article 

  
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Article dining table 6 months ago and the wood top is already chipping and uneven. I reached out to Article who advised me to send photos and videos of the table top as well as the wobbly table which I did. They state that they found no defect even though the photos clearly show that the table is uneven. After some back and forth, they advised me to send a video of the table using a leveler to show that it is uneven. I don't believe I should have to go out to buy a leveler for me to prove my case. I paid $770 for this table only for it to last less than a year. I am not satisfied with the product and the service I have received from Article thus far and I do not plan on recommending this company to anyone.

  Business response

  06/07/2023

  Hi ****,

  Thank you for taking the time to write this review. Were so sorry to hear youre not enjoying your Conan Table. Our Product Specialist has taken a look at the video and images you sent and theyve confirmed there are no defects present. With that said, we understand how frustrating it can be when things like this happen so were happy to provide more information on how to go about fixing this.

  It looks like our ************* Team has sent you information on how to even the piece, which includes adjusting the built in levelers on the bottom of the legs. As for the chip, we do sell touch up kits should your piece get damaged over time. Since the walnut wood on our Conan Table has a blend of light and dark, a combination of our light and dark touch up kits will work best: *********************************************************************************;

  If you have any further questions or concerns, please feel free to contact us at *********************************** Were happy to help.

  Kianna, Article 
  

  
  

  Customer response

  06/07/2023

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

  I do not want to purchase items to fix this table. I just want to be able to return this. 
  
  Sincerely,
  
  ***************

  Business response

  10/07/2023

  Hi ****,

  Thank you for following up with us. In regards to the chip, while we completely understand your frustration, our one year warranty covers defects in materials and workmanship, which does not include damages resulting from accidents like this that *** occur with use. Read here for more information on our return and exchange policy as well as our warranty: **********************************************************

  However, it looks like youve been in contact with our ************* Team and have expressed that youve used levelers in the past. Our team has followed up with you to gain more information on if the unevenness still occurs after adjustment of the levelers. Once you provide this information, we can look into this further.

  If you have any further questions or concerns, please let us know in the email thread from **********************************.

  Kianna, Article
  

  
  

  Customer response

  10/07/2023

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

  Unsatisfactory response. I would like to return this table as stated multiple times in the past.

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

  Business response

  12/07/2023

  Hi ****,

  We understand youd like to return your Conan Table. Our return policy, which is available on our website, outlines that you can return or exchange your piece within 30 days of delivery. As your order was delivered on January 9, 2023, this does not qualify.

  The second way you can return or exchange your piece is under our one year warranty in the unfortunate event that your piece is defective. The chip on the edge of the table does not qualify as damages caused by potential accidents that *** occur with use are not considered defects. In regards to the unevenness, our ************* Team has provided information on how to adjust the levelers to even the table. As youve since referenced attempting to use the levelers in the past, our team has followed up with you via email, requesting clarification on if youve been successful with using the levelers and if the unevenness persisted once adjusted. This information is important in determining whether or not you are eligible for a return under our warranty. 

  As mentioned, please feel free to reply to our email from ********************************** and well look into this straight away.

  Kianna, Article

  
  

• Initial Complaint

  16/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an outdoor table from Article in July 2021. It was outside for only one full summer and in the winters taken apart and brought indoors. When I took the table out this season, I noticed it’s already chipping and the wood is changing color. If you gently run your hand on the table the paint is all coming up and comes off by simply touching it. This was a $1100 table and this is after only one year of use. I sent the company my complaint with photos and videos and they failed to do ANYTHING about it. I have screenshots from their emails basically stating that it’s the type of wood, that I should be bringing it indoors during rainshowers and that I should have it sanded down and refinished by a carpenter - at my own expense of course. For the cost of the table, it’s one of the worst quality products I have ever purchased and their company is trying to blame anyone but themselves. They offered absolutely no solutions to rectify this situation and I noticed that you’re unable to leave reviews on their website or on ****** . Big red flag for a consumer and I wish I looked into this more before purchasing from this company. I am truely upset that this company represents itself as a Canadian high quality company. Please do not buy outdoor furniture from them if you plan on keeping it for more than one year.

  Business response

  18/05/2023

  Hi ******,

  Thank you for taking the time to write this review. We’re sorry to hear your experience with our ****** Table hasn’t met expectations. We’ve gone ahead and shown the video you sent to our Product Specialist to investigate further and they’ve confirmed there are no defects present. What you're seeing is the beginning stage of the graying or silvering process, which is part of the patina of eucalyptus wood that hasn’t been treated with harsh chemicals. This doesn’t deteriorate or impact the quality of the table and is noted on the product page and care card of any piece made from this material.

  A bit more context on eucalyptus wood — over time the whole table will develop into this silver-gray color, but if you’re interested in maintaining the original color there are a couple routes you can go. Firstly, we recommend covering or storing indoors, if possible, whenever the table isn’t in use. While this won’t stop the natural aging process, it will help slow it down as prolonged exposure to weather conditions can increase the speed at which this occurs. For reference, these care instructions would’ve also been included on the item’s product page and care card. It’s important these care instructions are followed not only to understand the characteristics of the table, but also to prevent damage. Secondly, you can sand and seal the table. We don’t do this during the manufacturing process because many of our customers enjoy the look of the natural patina and we don’t like to use harsh chemicals on our products. However, if you’d like to go about this, we suggest contacting an outdoor furniture specialist.

  With that being said, we definitely want you to love and get use out of your piece from us, and it sounds like our ****** Table may not be the right fit. We’re happy to see our Customer Care Team has reached out offering an exchange or return for store credit as a one-time exception. If you're interested in an alternative material, our **** Table and ***** Table are great options. They're made from powder coated metals, so they won't experience the graying eucalyptus wood does.
  
  If you have any further questions or concerns, please let us know at [email protected]. We’re happy to assist.

  Kianna, Article 
  

  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a massive teak outdoor patio table last summer for 1600$ + tax. It weighs about 200 lbs, is 86.5x30 large, and is not foldable. During the winter the table was covered and stored under our deck. Unfortunately despite this, the table top has cracked and split in multiple places, and the finish on the table has chipped. It looks terrible after only a few months of use but article refuses to offer any assistance or honour the warranty. Apparently they recommend storing all their furniture inside - despite selling outdoor furniture. They wont honour the warranty of their furniture - even outdoor furniture- if it has been stored outside.

  Business response

  16/05/2023

  Hi ******,

  Thank you for taking the time to write this review. Were so sorry to hear your experience with our ***** Table hasnt met expectations. Weve gone ahead and shown the images you shared with our Product Specialist to investigate. Theyve confirmed there are no defects present on the table and that what you're seeing is a part of the natural progression of raw teak wood that hasnt been treated with harsh chemicals. Since these qualities are inherent to the material, this wouldnt fall under our one year warranty which covers defects in material and workmanship.

  For context, teak is a natural wood and fine cracks *** appear as it ages. Changes in temperature and humidity will cause small fissures known as checking. We recommend avoiding sharp changes in temperature to prevent more severe splitting. As for the chipping, it looks like this is the beginning stage of the graying process. This is a natural quality of teak wood and over time the whole table will turn into a silver-gray color. Both of these qualities of teak wood are noted on the care card that came with the piece and wouldve been featured on the items product page like seen on our Teaka Table: ****************************************************************************

  While these attributes of raw teak wood cant be completely avoided, we recommend covering when not in use or storing indoors, if possible, for those whod like to slow down the natural progression because they prefer the original look of the wood. This care is also very important in preventing any damage to the table. 

  With that being said, we want you to enjoy your Article pieces. Were happy to see our ************* Team has reached out offering a return for store credit as a one-time exception. This store credit can go towards a different piece that *** better suit your needs and space. If you're interested in an alternative material, our **** Table and ***** Table are great options. They're made from powder coated metals, so they won't experience the same wood graying or fine cracks teak wood does.

  If you have any further questions or concerns, please let us know in our recent email thread from *********************************** Were happy to help.

  Kianna, Article 
  

  
  

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I am emailing to report a problem with my order. My order was returned, but damaged while returning. Article is not helping me with the refund even though it is their own prepaid label that I used to send back the merchandise. Order number is 2391763.

  Business response

  09/05/2023

  Hi ******,

  Thank you for following up about your refund. We completely understand your frustration and appreciate your patience in returning your **** Chair. It looks like our Payments Team has gone ahead and processed your refund on May 3, 2023. For context, we typically process the refund once the item has arrived back at our warehouse. Once the refund is processed, it will appear on your statement within seven to ten business days depending on your provider.

  We apologize again for the inconvenience. If you have any further questions or concerns, please reach out to us at [email protected]. We’re happy to help.

  Kianna, Article 

  
  

  Customer response

  10/05/2023

  
  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,
  
  ****** ***** *****

*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. ↩