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:23/04/2024

  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.

  I purchsed a vanity for Habitat for Humanity on April the eleventh. The staff loaded the vainity top in my van and the cabinet into my **** **** my handyman went to unload the vanity and the cabinet out of the van he noticed the marks, If their vanity would have been wrapped or some kind of buffer or blanket been put between the vanity and the cabinet the cabinet would not have been marked.If I would have been told their needs to be something in between the cabinet and the sink so it does not ***** I would have known and the incident would not have occurred. The Store offered a store credit but they do not have the size vanity and I will not be using my van to pick up a vanity in ******. I am not comfortable doing business with the store after I was spoken to by the manager. I would like a refund on my credit card, Thank you

  Business Response

  Date: 27/04/2024

  She bought a vanity and top.  We loaded them both into her vehicle.  The vanity was loaded first.  It was placed on its back with the doors facing the roof of her vehicle.  We then loaded the top of the vanity.  We loaded it with the bottom of the sink away from the vanity.  This means that the sides that would have potential contact are the bottom of the vanity and the back short wall of the vanity top.  She mentions that we did not cover or wrap her items.  We load heavy items into customer cars all day every day.  Some customers wrap their items, some do not.  We load into their car and the customer takes over with their item in their vehicle.  I can tell you from doing this for several years now that there was no chance of the heavy vanity top moving around.  Even if it did move around the damage would not be on the doors, it would be on the underside of the vanity.  The customer brought the vanity back claiming that we damaged it.  I offered her a gift card for the full value of the vanity as per our refund policy. I cant say that the damage wasnt there pre purchase.  It could very well have been.  We sell used, donated items.  The items are almost certainly less than perfect.  This is something a customer has to decide before purchasing an item from a thrift store.  Because the item was purchased within 7 days I offered a return to gift card for the full value, as previously stated.

  Business Response

  Date: 07/05/2024

  Hello.  This is just to follow up by saying that the customer came into the store and accepted a gift card as we originally offered.  Thank you for your time and your work on this case.  I hope you have a wonderful rest of your day!

  Business Response

  Date: 08/05/2024

  
  Hello.  This is just to follow up by saying that the customer came into the store and accepted a gift card as we originally offered.  Thank you for your time and your work on this case.  I hope you have a wonderful rest of your day!