Complaints

This profile includes complaints for Article's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Article

  1010 Raymur Ave Vancouver, BC V6A 3T2

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  Article

  3401 Lincoln Ave Ste C Tacoma, WA 98421-4017

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  Article

  13605 52 St E Sumner, WA 98390

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  Article

  10543 Canada Dr Jacksonville, FL 32218

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  Article

  25 Colony Rd Jersey City, NJ 07305

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:21/07/2025

  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 placed order ******* for a bed frame with Article on 07/05 and paid $200 for white glove service. They gave me a delivery window of 07/15 to 07/21. It is now 07/21 and the bed hasn't even made it to the local delivery partner yet. I have reached out to them twice about this via chat and got generic answers that did not address my concern. As I told them, I am receiving the mattress via delivery 07/21, so it needs to be unboxed in less than four weeks and put on the bed frame. Article lied about the delivery time frame and tracking has not been updated since 07/15, which was the start of the delivery *** and when they bothered to ship it to the delivery partner. However, I have no idea where the package is, and when I reach out to their chat representatives, they provide no information. If I knew they were going to take forever or potentially lose the package, I would have bought a bed frame from someone else. I want Article to reach out to their logistics team to confirm where the package is, and provide me with an updated and accurate date for when the package will reach local delivery and when local delivery will be able to deliver to my apartment. I would like a refund of the $200 white glove service as Article has not delivered as promised. If they do not deliver the bed by the end of the month, I will dispute the entire charge with my credit card company.

  Business Response

  Date: 22/07/2025

  
  Hello *******, 

  Were very sorry for the delay and the frustration its caused. We never want our customers left waiting for their new furniture, especially with other deliveries, like your mattress, already lined up.

  The delay stemmed from unexpected holdups during the transfer to our local delivery partner, and we sincerely apologize for not keeping you better informed along the way.
  Weve refunded the white glove service upgrade. This will be returned to your original method of payment, and you should see it reflected shortly. Please note that our delivery partners will still honour the full white glove service as originally scheduled, at no cost to you.

  Were glad to see our ************* team has been actively following up, and that a proposed delivery date has now been shared by our partners. Thank you again for your patiencewe truly appreciate it.

  Thank you, 
  Desire, 

  
  Article
  

  
  

  Customer Answer

  Date: 22/07/2025

   
  Complaint: 23628849
  
  I accept this response, but I am sending it back for clarification as the ******************* was $199 and the refund was for only $162. Could you please explain the discrepancy and/or refund the difference? Also, I want to note the representative who I spoke with when I called was much more helpful than the chat ***** I appreciate the good faith effort to make this right.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 23/07/2025

  
  Hello *******,

  Thank you for reaching out. Im happy to clarify the refund breakdown for you.

  The standard shipping fee of $49.00 is non-refundable. The *********** service you selected is an upgrade from that base service and is charged at $150.00, plus applicable taxes. The refund you received reflects the cost of that upgrade.
  I hope this clears things up, but please let us know if you have any other questions.

  Also, thank you for your kind words about the phone representative you spoke withwell be sure to pass your feedback along to the appropriate teams. We really appreciate you taking the time to share your experience.

  Thank you, 
  Desire, 

  Article 

  
  

  Customer Answer

  Date: 24/07/2025

   
  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

  Date:04/07/2025

  Type:Product 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 purchased a $2,099 sectional sofa ***** 100 Tufted Velvet Left Sectional) from Article in December 2023. Just over a year later, the sofa became extremely uncomfortable and visibly sagged when sat on, and stays sagged when we stand up. You can now feel the wood through the seat, and the support is so poor it causes back pain. I weigh only 135 lbs, and this happens even with regular care and cushion plumping.I contacted Article customer support with a detailed email, video evidence, and a description of the problem. They initially replied warmly, and suggested that despite it being out of warranty, they wanted to work toward a resolution. After sending the video, however, I was told the warranty had expired, and there was nothing they could do.They later blamed sitting in the same spot as a possible cause (which is not accurate in our case and, even if true, should not cause a $2,099 sofa to collapse). Their final offer was to take it to a local upholsterer at my own expense.Since then, Ive found multiple reviews from customers who experienced the exact same issue with the same model.Additionally, after submitting a factual review on Articles website, it was marked as saved but never posted publicly. This makes me concerned that Article is filtering or hiding negative reviews.Desired Resolution:I am requesting a fair resolution in line with what other customers with the same issue have received: a replacement of the defective product. I would prefer to resolve this amicably, but Article has offered no meaningful support.

  Business Response

  Date: 15/07/2025

  Hi Aime,

  Thank you for taking the time to submit your feedback to us, and we do apologize that the outcome of your correspondence with our ************* team was not what you had hoped for.

  Article does offer a 1-year manufacturers warranty on all of our products, which covers any defects in manufacturing or craftsmanship. While we are happy to accept inquiries on issues after this period in the event there is product information or insight were able to offer, the warranty for this order did expire in December of 2024, and therefore additional resolution was limited when you reached out in May of this year.

  All documentation of the state of your **** ******** as well as the additional information provided, was reviewed by both our ************* and Management Team. In alignment with their previous suggestions, we do recommend reaching out to a local furniture or upholstery specialist for any assistance you may require with the wear of your seat cushion; while this was not deemed to be defective,  we do understand the disappointment of your **** no longer being as comfortable as you would hope.

  As for reviews displayed on our website, we can assure you that we do welcome all product-focused reviews, whether positive or negative, and we do not filter them out based on star ratings. That said, reviews do undergo moderation to ensure they meet our community guidelines, which are outlined during the submission process. Approved reviews typically appear on the product page within a few days, though this can vary slightly depending on the volume received at the time.

  We do thank you again for your feedback, and apologize for any inconveniences caused. If there is anything further we can assist you with, we encourage you to reach back out to us.

  Thank you,
  Mariah

  Article

  
  

• Initial Complaint

  Date:30/05/2025

  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.

  Failure to Deliver Paid Goods + Refund Demand:On April 7, 2025, I purchased a queen bedframe (Order #*******) from Article for $1,482.94. The item was originally scheduled for delivery between April *****, but Article failed to meet this window and later issued a $210.94 refund as compensation for the delay.On May 23, ***** (Articles delivery partner) refused delivery, falsely claiming "no parking was available"despite my building confirming otherwise. ***** then demanded I book a loading dock, which I agreed to for a reschedule.Since then:Article has failed to reschedule delivery for over a week.***** claims my order is "stuck in their system" with no timeline to fix it.Articles customer service has provided no solution, only vague promises.Resolution Requested:I demand one of the following by Tues June 3 at 8PM EST:Refund of $1,272 (remaining balance after Articles $210.94 compensation), or Guaranteed delivery within 48 hours with a written confirmation.If unresolved, I will escalate to the ********************************* and the ***.

  Customer Answer

  Date: 04/06/2025

   
  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

  Date:29/04/2025

  Type:Service or Repair 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 spoke to a customer care specialist today, April 26. I also chatted with a specialist appx two weeks ago. I am looking for very specific cam lock screws or compression locks for the ***** ***** platform bed. I was told that Article furniture does not provide replacement parts for any reason. They could not give me the supplier information either. I am stuck with a bed not put together bc no one sells that specific size. I have looked at almost every online store and specialty hardware stores. No one has that specific size. Why are replacement parts not available even to purchase?

  Business Response

  Date: 01/05/2025

  Hi ****, 

  Were very sorry for the frustration and inconvenience this situation has caused.

  At this time, we do not offer replacement parts for sale. This is due to several factors, including warehouse logistics, quality control protocols, and the need to ensure compatibility across our product lines. That said, we recognize how important access to parts can be, and were actively working toward launching a dedicated parts program in the future. While we dont have a confirmed timeline yet, it remains a priority for our team.

  Unfortunately, we do not stock extra hardware at our warehouses, which limits our ability to fulfill individual part requests. In your communication with our ************* team, it was mentioned that the item was received as a gift. If you're able to provide the original order numberor confirm whether the item was gifted new or passed downwed be happy to investigate further.

  Our team will also follow up with you via email. Any additional information you can share will help us explore possible solutions.

  We appreciate your patience and understanding.

  Thank you, 

  *******
  Article
  

  
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 23254076
  
  I am rejecting this response because:

  I need to make sure an actual solution is offered. I do not have access to order information since it was a gift. There is not one can bolt lock that fits this bed as far as length. It has been sitting on my daughter's floor with a mattress until I have a solution. I've hired two workers to look at other solutions and that particular piece that we can't get or find is what is needed. I have to have them from your company or can't put together the bed.

   
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/05/2025

  Hi ****, 

  Unfortunately, without an order number or any details linked to the original purchase, were unable to locate the necessary information to assist further. If youre able to connect with the gift giver and obtain the order number, wed be happy to take another look and explore possible solutions.
  We appreciate your understanding and hope to resolve this.
  
  Thank you, 
  *******

  
  Article
  
  

  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23254076
  
  I am rejecting this response because:

   

  I have previously stated this was a gift and I do not have an order number. You stated that you would work to find a solution if I did not have the information. I need some replacement hardware because there are not the right cam lock combo bolt/screw sold online or specialty hardware stores. I have tried to resolve this through the online chat, email, and through a phone conversation. I was told replacement parts are no longer sold or available as of last year. Article said they were not allowed to give out supplier information either. Similar companies have replacement parts for sale or for free. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:24/03/2025

  Type:Product 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 am writing to file a formal complaint against Article Furniture regarding a couch I received in completely damaged and torn condition, along with the company's unprofessional and dismissive customer service regarding this matter.On March 10th, I contacted Article Furniture to report that the couch I received was severely damaged and torn. I expected a prompt resolution, but instead, the response I received was dismissive. I was simply told that someone would come to pick up the damaged ******* of today, March 21st, I have received no further communication from Article Furniture. No one has contacted me to schedule a pickup, and I have not received any email or phone call about the status of my complaint.Since I was left with no other option, I went out and purchased a new couch locally. I reached back out to Article Furniture to inform them that I no longer have space in my home for the damaged couch, and I asked if I could donate the item to charity and provide a receipt for a refund. Unfortunately, they declined this request and insisted that someone would be coming to pick up the ******** the meantime, due to the lack of resolution and the space issue, I had no choice but to place the damaged couch on the curb. Despite this, Article Furniture has not provided any refund, and I have yet to see any action taken on their part.I am requesting a full refund for the couch immediately. I expect prompt action to resolve this issue, as the continued delay and lack of communication are unacceptable.Thank you for your attention to this matter. I look forward to receiving a timely response and resolution.

  Business Response

  Date: 26/03/2025

  Hi *******,

  We appreciate you taking the time to share your experience with us. Were truly sorry that the Sanna Sectional did not arrive in a usable condition. This does not meet the expectations we set for our furniture or customer experience, and we sincerely apologize for the frustration this situation has caused.

  We understand your request to donate the defective sofa rather than returning it, and we do appreciate your thoughtfulness. However, due to our policy on product returns and donations, we are unable to approve the donation of a defective item as we want to ensure that any products we distribute meet safety and quality standards. We are very sorry you have not yet heard from the delivery carrier to schedule the pickup of your return. It looks like our ************* Team has escalated this to our returns team to request they have the delivery carrier contact you as soon as possible. Can you please confirm if you still have the sofa as you mentioned it was left on the curb.

  We sincerely apologize again for the inconvenience. Looking forward to hearing from you.

  Thank you,
  
  *******,
  Article 

  
  

• Initial Complaint

  Date:10/02/2025

  Type:Product 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.

  On Oct 29, 24, as part of an exchange of another item, I ordered from Article a bed, 2 nightstands, and a dresser (Order *******). On top of the ******** I paid for the original item, I paid an additional sum, totalling $3,608.25 for the new items. On Nov 1, the items were delivered. The bed came with a broken headboard so the delivery drivers did not bring it inside. Instead, they told me to call customer service and order a replacement. Due to the issue, Article refunded me $211.44 for the original delivery fee. On Nov 12, they were supposed to re-deliver the bed. They came but there was an issue with the drawers that are supposed to be inserted into the bed. The deliverymen contacted customer support and told me they'll contact me about replacing the drawers. There's an attached email thread to show I requested to replace the faulty drawers. On Nov 20, Article came to replace the drawers. The delivery drivers attempted to replace them but then told me that the issue is not the drawers but the bed itself. They took two sets of drawers with them when they left since they couldn't install them. I received an order cancellation email after they left. Because of these issues, I told Article on Nov 20 that I wanna return ALL the items. I don't want anything after THREE failed attempts to deliver the promised product. On Nov 25, they picked up all the items (1 bed with drawers, 2 nightstands, 1 dresser). When these items were picked up, the delivery drivers damaged the doorframe of my bedroom. I contacted Article but then left the issue alone after for my own mental health (see email chain). Article sent an email that they refunded me the full amount however I did not receive $2,334.31 and had to file a dispute with my credit card. After a long thread because of the quality issues, they also refunded me the second $211.44 delivery fee on Jan 8. Now they are harassing me to return the faulty drawers that I never had - the drivers brought and took them on Nov 20.

  Business Response

  Date: 19/02/2025

  Hi ***,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the product and delivery issues you encountered and any inconvenience this has caused.

  Our logistics team has been notified to finalize the return, and we want to assure you that this matter has been fully resolved on our end. No further action is required on your part, and you will not receive any additional outreach regarding the drawers.

  We understand your frustrations and recognize the importance of improving our communication and logistics processes. Your feedback has been shared with our team to help prevent similar situations in the future. We truly appreciate your patience and the opportunity to improve our services.

  If you have any further questions, or feedback, or require any additional assistance, please dont hesitate to reach out.

  Thank you,
  Article
  

  
  

• Initial Complaint

  Date:17/01/2025

  Type:Delivery 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 purchased an item on ************************** that was marked as "in stock". The delivery window when I ordered said it would arrive in 2 months. Seemed weird to me so I chatted with a customer service person. They told me that was an error and that the product was in stock and would ship out on time. A couple days later after not hearing anything I reached out to customer service again and they told me that the product actually isn't in stock and that it has a delivery window 2+ months out and the delivery window is 3 weeks!! Meanwhile, the item cost me $1,200 that Article gets to keep while I wait. Classic bait and switch and

  Business Response

  Date: 21/01/2025

  Hello ***, 

  We sincerely apologize for the confusion and frustration surrounding your order. We understand how important it is to have accurate and reliable delivery information, and we're sorry that this has not been your experience.
  Upon reviewing your order, wed like to clarify that the item is currently in transit and expected to arrive at our warehouse in ********** within in the next few days. Once it arrives, it will be expedited to our delivery partners to minimize any further delays.

  We always strive to be transparent about ETAs, especially with orders requiring multiple stock transfers and delivery outside our standard shipping area. However, we recognize that there was a discrepancy in the information provided to you, and for that, we deeply apologize.

  Our logistics team has been flagged to prioritize your order for the next stock transfer upon its arrival at the warehouse. Additionally, they will request your delivery be expedited once it is with our delivery partners.

  Thank you for bringing this to our attention and for your patience while we work to resolve this as quickly as possible. Please feel free to reach out to us directly if you have further questions or need additional support.
  
  Thank you,

  Article 

  
  

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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 chatted with this company and a *** assured me they could waive shipping to my house. After ordering, I chatted back in and they refused to do so, leaving me with $749 more owed for shipping.

  Business Response

  Date: 08/01/2025

  Hi ******,

  Thank you for bringing this to our attention. We sincerely apologize for the misunderstanding and any frustration it caused. We're glad to see that our team was able to resolve the matter for you and honor the original arrangement.

  We understand that shipping costs can be significant, and were actively working to expand our network and improve logistics to help reduce these costs across the continent. Your feedback is invaluable in helping us enhance our services. 

  If theres anything else we can assist with, please dont hesitate to let us know.

  Thank you,
  Article
  

  
  

  Customer Answer

  Date: 08/01/2025

   
  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

  Date:02/01/2025

  Type:Product 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 had placed an order on Dec 3/24 #******* for a bed. Delivery date was estimated for Dec 6-30th. When I placed the order I had misread that our postal code was outside of their usual delivery range. Therefore the shipping charge was $999 with the item cost of $1199. I had immediately contacted customer service to cancel this order as I had not yet received an update of the item been ship. Item status was still processing, as it is currently been now one month later. I have reached out multiple times to the company requesting the order and refund be returned and to get the response that I am to be charged an additional $999 to return the item. They have yet to provide shipping tracking nor confirmation. Im not sure what to do at this point, but I am in no position to afford $1000 to ship an item that costs the same amount, with such dismissive customer service.

  Business Response

  Date: 06/01/2025

  Hello ****, 

  Thank you for bringing this matter to our attention. First and foremost, we sincerely apologize for any inconvenience caused during this process.
  Were glad to see that your order was successfully delivered. To service regions outside of our usual delivery zones, we utilize a flat-rate shipping model, which is displayed at checkout to ensure transparency.
  We understand that these costs can be significant, and we are actively working to expand our network and improve logistics to help reduce shipping costs across the continent. Your feedback is invaluable to us as we strive to enhance our services.

  
  We greatly appreciate your patience and understanding during this time. If you have any further concerns or need additional assistance, please dont hesitate to reach out to us. 

  
  Thank you,
  Article
  

  
  

• Initial Complaint

  Date:27/11/2024

  Type:Delivery 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.

  On October 14, 2024, I ordered four pieces of furniture from Article. Because two of the pieces were customed ordered (the color I wanted wasn't readily available), the company quoted me a delivery date range in mid-November, to allow for the longer time needed to process and deliver the custom pieces. Timely delivery, as quoted, is part of the contract we agreed to when I paid them >$4k.Since then, the delivery date range has been delayed twice without notice - I happened to sign onto their website and see the date change, with no explanation provided for the delay. The first delay was to mid-December, and then late January.The second delay creates a severely adverse (and financial) effect to the holiday plans of my visitors. I contacted the company on Sunday, Nov 24 to seek clarification and ask that they expedite delivery so that the furniture arrives before the holidays, but was instead offered to either cancel the order, accept different furniture that I do not want, and/or accept a $50 credit toward a future purpose. None of these options will resolve the problem that has been created by this company's lack of transparency and responsibility, and I have told them that I do not wish to pursue any of these proposals, but rather to find an actual solution to the problem they've created.Their customer service has been mostly dismissive and has done nothing to try to actually help the situation. I've been bounced around between a huge number of representatives, but I've been able to glean that the furniture in question will arrive in ************ on December 10. The resolution I'm seeking is for Article to either 1) expedite processing and delivery of the furniture in question so that it arrives at my house in ******* before the holidays (let's say by Dec 23), or 2) provide a temporary replacement from the furniture they currently have available locally, which would be collected by their delivery company upon arrival of the delayed furniture at my house.

  Business Response

  Date: 05/12/2024

  Hi ***,

  
  Thank you for taking the time to let us know your concerns regarding your experience with us. We sincerely apologize for the delays and any inconvenience they have caused. We strive to ensure that orders arrive at our customers homes in a timely manner. However, due to the nature of the shipping industry and customized orders, these delivery estimates are not always guaranteed. That being said, we understand your frustrations and recognize that we can improve our communication regarding delays and processes. We have shared your feedback with our team handling customizable orders to ensure that any updates regarding your order are communicated to you promptly. 
  

  Our team has reached out with some additional options, that we hope will help to improve your overall experience. We look forward to continuing to work with you and monitoring your order to ensure we ship to you as soon as possible. 

  
  Please let us know if you have any further questions or concerns.
  
  Thank you,
  *******

  
  Article
  

  
  

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 22609954
  
  I am rejecting this response because:

  Managing and properly communicating shipping timelines - at the time of purchase, not after several months delay - is the responsibility of the company, not the customer. It is not acceptable to brush off your failure with a simple "oops, it's out of our hands," especially when your failure causes major financial hardship for your customer. 

  Your response said that your team has reached out with alternatives. Note that no one has reached out and no alternatives have been offered. I am still waiting for your team to provide a viable solution to the problem created by the company's *****************************************************

  Business Response

  Date: 06/12/2024

  Hi ***,

  Thank you for your response and sharing your concerns regarding the delay with your order. Unfortunately, our vendor has had a few delays, which has delayed your order, however, this is not something that we would have been able to foresee at the time you placed the order. You should have received an email update to advise you of the delay, and we apologize that you did not receive this and have passed on the feedback, as your order should not have been missed in receiving this communication. Our ************* team reached out to you on December 5th at 8:45am via email to offer you upgraded delivery service at no charge, as well as a discount for the inconvenience and delay in receiving your order. We will continue to monitor your order to ensure it gets shipped to you as quickly as possible.

  
  Please let us know if you have any further questions or concerns.

  
  Thank you, 

  
  *******
  Article