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:14/04/2025

  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.

  Hello,
  
  I purchased a ********* ******** ****** Couch from Interiors by Better Shades on June 21st, 2024, and received it mid-July, 2024. We were shown several couches in the showroom that depict the type of couch we would purchase. We also carefully reviewed the couch on the website. *************************************************** 
  We took our time to review and consider the options and settled on a couch with foam, as I believe I am allergic to down feathers. The salesperson said they have a good quality alternative foam. We sat on this cushion sample and found it comfortable and so agreed to that option.
  
  When we received the couch, we were immediately disappointed with the state of the couch in comparison to what we were shown in the showroom and what was viewed on the ********* website. It had loose material, seams were off, and very wrinkly.
  
  We contacted Interiors by Better Shades in August, at which time they argued that this was normal, sent us photos of couches we were never shown indicating that it is to be expected. We were never show this type of couch and if we were, we would never have purchased it. After months of back and forth, we tried two solutions that were unsatisfactory. The last attempt by the company was to replace the foam with higher density, which is extremely firm and very uncomfortable. We still do not have a couch that resembles the integrity and comfort that we purchased and expected. I tried yet again to ask for a refund, offering to return the couch, but the company is not willing to right the wrong.
  
  I have several photos of the couches we were shown, as well as photos of videos of the state of the couch we received clearly showing issues with both the back and seat cushions. These were shown and describe to Interiors by Better Shades who are no longer willing to work with use to solve the problem. We feel cheated and are appalled with the lack of flexibility with resolving the issue.

  Business Response

  Date: 20/05/2025

  We have redone all of the customers cushions at her request. She now feels that they are too firm. I have authorized her to drop off the cushions for us to redo them with a memory foam  over  the original  manufacturers cushions. I did this on May 8 and we still waiting for the cushions. The sofa set is a custom order and can not be returned for credit. Sincerely **** ****** Owner

  Customer Answer

  Date: 30/05/2025

  
  
  Complaint: ********
  
  

  This resolution is unsatisfactory, as the company has only agreed to redo the seat cushions and not the back cushions. Further, we were told that the seat cushions would receive a memory foam, but instead the foam was changed to a firm cushion.

  We are asking for them to be fixed again, as they were not redone in the original manner offered to us in December 2024, where memory foam would be added to boost the integrity of the seat cushions. As verbally discussed, **** nor I know what transpired, in that instead of adding the memory foam and fixing the seam of the peninsula, we received cushions with extremely firm foam. I was not asked nor did I agree to this change. Thus, we are now in a situation where the cushions are to be redone again to meet the comfort and quality of what we were shown in the showroom.  
  
  Instead of making another attempt to "fix" the foam-style cushion on the ****** couch, we would like to receive the cushions that are originally supposed to come with this couch, as presented on the website: ***************************************************
  
  It is clear that the foam offered as a down-alternative is just not working with the cushion covers and does not offer the same integrity and structure as the feather-style. Even with the firm cushions that we now have, the seams are lowering after each seating and are down about 1.5-2 inches on both the sofa cushions and peninsula cushion, and the back cushions are still very lumpy and bumpy and difficult to fluff up and hold a smooth state. In addition, the peninsula is so firm that it overhangs over the frame by a good inch. As such, we would like to receive the original "High density, premium soy-based polyfoam with luxury feather blend wrap" seat and "Luxury feather blend" back cushions made for the ****** Couch. We would be grateful if the cushions can be shipped to us in the same manner as the previous occasion. 
  
  We hope that we can resolve the issue so that our family can have a comfortable couch to gather in a way that is to Interiors by Better Shades quality and standards.
  
  
  
  Sincerely,
  
  ****** ***** *****

  Business Response

  Date: 24/06/2025

  The customer has dropped of the cushions and we have had the manufacturer replace all of the foam to a different lighter density foam at the customers request and they will be ready for pickup the week of June 30 ,2025. **** ****** Owner