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:07/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received the chairs this evening and am unable to attach legs to chair. It appears the chairs have been previously returned and possibly a factory defect. the items did not arrive damaged...but am unable to attach legs to chair I need to schedule a return and refund Thank you

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  11/5/24 purchased coffee table from online store.
  Delivered on 11/12/24.
  Within one hour, opened a return ticket. Days later was informed via chat that returns were not accepted because the manufacturer does not accept them. This was confusing, their returns policy and from note below product states returns for a 30% restocking fee. I called several times to speak to manager and was told that someone would call me back, but they never did. Table remains in the box, unopened and unused waiting the RMA number to be emailed to include with the return.
  
  Their website's return policy appears to be misleading:
  1. It states that the manufacturer does not accept returns, yet immediately follows with instructions for General Returns, suggesting that returns are indeed possible under certain conditions (i.e. submit request within 1 day of delivery and accept a 30% restocking fee.)
  
  2. The language on the General Returns policy page states "We want you to love your purchase. That’s why we created a hassle-free replacement-item and easy-to-follow return policy," which starkly contrasts with my experience
  
  3. The list of non-returnable items on General Returns page does not include or specify the coffee table I purchased, which is not marked as "non-returnable”.
  
  The exact language on your product page under the Returns section:
  General Returns:
  This manufacturer does not accept any returns.
  General Returns claims must be submitted within 1 day(s) of delivery
  General Returns Fee: 30% fee
  
  This language clearly implies that while the manufacturer does not handle returns, Sundial Home does, with a clear fee for such actions.
  
  Their refusal to accept the return contradicts the policy as it is laid out, representing not only a misrepresentation of my rights and obligations under this purchase but also potentially deceptive practices under California law.

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered two stools from Sundial. I ordered the first and then thought a pair would be nice ordered a second. The first arrived and it was not as described. It was described as leather but it is actually a cheap leather looking fabric. You can see that on the fabric contents on the bottom of the stool. I quickly contacted them to cancel the next one and return this one but I have no been able to get any response or to talk to anyone. I opened claim tickets on the orders and they said they canceled the one order but now it says its shipping. Its so terrible. I tried to open another claim since no one answers their phones but it wont let me because of the previous claim. So Im out $424 with one cheap stool and possibly one on the way?!? Horrible horrible company. I have spent so much time on this as well. Lost time is lost money too. Attached is the image of the fabric contents that show it is not leather. The confirmation they canceled second and then the screen shot of it actually being sent and the first order. What a mess they should not be in business.

• Initial Complaint

  Date:02/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered the merchandise on January 10, 2024 and called on January 17, 2024 to cancel the order as it was showing on my account with ******************** as pending. The customer service representative told me I couldn't cancel, because the order was packed and ready to ship, and I would be contacted soon by the delivery service to make arrangements for delivery. Since my attempt to cancel the order was past the period allowed by Sundial, I accepted the customer service representative's explanation, although he never mentioned it in our conversation. That very day, my credit card was charged $1588.68 for the merchandise and the order was upgraded to "preparing to ship." As of 02/06/2024, the order is still showing as "preparing to ship," and therefore, has not been delivered. The invoice number is *****. The invoice itself is deceiving as it shows today's date (02/06/2024) as the invoice date, and the pricing makes no sense. The following information is what is on the invoice:Invoice Date. February 6, 2024 Items Subtotal: $830.00 Discount: $641.00 Shipping: Free Tax $117.68 Total: $1,588.68 The item was listed on their website at a price of $1471.00 which is the total of the "items subtotal" and "discount" amounts listed on the invoice. This makes no sense.So, Sundial has my money, and I have nothing. I have filed a dispute with my credit card company as well as this complaint with the BBB.

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order date 11-29-2023 Purchase price including tax:$374.49 I ordered a mantel for my parents Christmas gift. I ordered it in the color Dune. When the package was delivered I believe on 12-6-2023, the box was labeled Dune, however when we opened it, the mantel inside was black. According to their website the dune color is a light *****, tan color. I began reaching out to the company to let them know what had occurred thinking this would be such an easy correction. I was very wrong. I called the number associated with the company multiple times within the normal business hours and there was no answer. Finally I did get a representative and I told him my problem and he said to send pictures and gave me an email address. I did this and received a response the same day on 12-18-23 from *******************************, returns representative. His statement was what can I do for you. I had already sent pictures, so at this time, I responded with a detailed explanation of what had happened. After this I heard nothing from them until 1-3-2024 but this was only due to me calling several more times. I was finally able to get someone on the phone and I demanded something be done about my problem. The person which I believe at first said his name was *******, told me I would be getting an email by the end of the day on 1-3-2024. Before we ended our conversation I asked for his name again and he said ******. Sure enough about an hour after I made the phone call I did get an email from ******************** saying they were sorry about the issue I was facing and that they were contacting the manufacturer and that I would hear from them by the end of last week. I still have not heard anything. If I cannot get the correct product within a reasonable time frame, I would like a full refund due to the fact that this is not the product that I ordered. I have never written a bad review for any company before, but this is ridiculous.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  These items were promised to be delivered to my warehouse via freight so that we could make sure they arrive during business hours and accommodate the two day time frame to file a return if delivered damaged. They used ***** instead of freight and the items were delivered when the warehouse was closed on a friday afternoon. I called for a week, left voicemails, and even used an online form they had to claim damaged. I finally heard back from someone via email promising to send parts and pay for the items to be fixed. Then the next person became very aggressive and refused to follow through with the promises. I have uploaded all supporting documentation that shows where they will ship via freight, the label that shows they shipped via ***** instead and the email from promising to make everything right. This company is impossible to get anyone on the phone and when you finally do speak to someone they become very agressive.

• Initial Complaint

  Date:11/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  7/31 a ceiling fan was ordered through Sun Dial Home Products. It was charged to our card the same day & supposedly shipped that day. The item was not received by 8/7 & we tried to contact the company via ****************** The numbers we had were no good & emails went unanswered. We were pretty sure this was a scam & filed a dispute with the credit card company 8/7. The credit card company gives the business 45 days to respond. In the meantime my husband received a call from someone with ******** & was told that they used a 3rd ************* had been some problems with shipments. He was told we didn't want to deal with them anymore & didn't want the product.9/22 *** attempted ************* refused. As far as we were concerned we were done with this. The credit card company issued us a credit shortly after we filed the dispute.We refused delivery due to the time frame & lack of communication from the vendor. ORIGINALLY ORDERED 7/31 & NOT DELIVERED UNTIL 9/22!! +We received a letter from our credit card company dated 9/12 stating that they had been informed by the merchant that no credit was due. We went back & forth with the credit card company several times receiving credits & recharges. Due to the fact that we refused delivery AFTER TWO MONTHS we were charged for an item we didn't accept.The paperwork the merchant sent to our credit card company justifying the charge was a joke. It looked like something a kindergartner scribbled on. One of the papers wasn't even part of our order. It had a different **************** card & the amount was for $970.19!!I called Sun Dial at a number our credit card company provided & spoke with a guy named **** about their refusal to cooperate with us getting the credit. WE DID NOT HAVE THE MERCHANDISE & WERE STILL BEING CHARGED. He was very nasty & said we didn't cancel the order & therefore it was a legit charge. He then said he didn't have time for this & hung up!******** to investigate this company!!

• Initial Complaint

  Date:11/14/2023

  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 had filed a previous complaint about this company and this is an update. I placed an order in July and the order was candellled within the timeframe window for a refund. I emailed and they told me that the order was not shipped yet and I told them to cancel it. They did not cancel it and still shipped it to me almost 2 months later. I tried to deny the delivery but they changed to requiring signature to not requiring signature and dropped it off in front of my house. I called and emailed to ship these items back to get my refund and no response. I paid $492 in shipping and returned these items back to them. They received them on 10/31/23 and to this date, I have not received a call or email about any refund. I dispute with the bank and as of 11/12/23, the merchant changed their return policy on their website but I do have screen shots of the previous return policy of when I made my purchase, so again, they are lying and changing policies during the investigation. So now, I dont have a merchandise and I also lost almost $2500 to this merchant. they have scammed me by not canceling when I requested to cancel and now they took their merchandise back and kept money back

  Business Response

  Date: 11/14/2023

  Dear ************,

  Thank you for bringing your concerns to our attention, and we appreciate the opportunity to address them.

  We have thoroughly reviewed the details of your case, and we want to provide additional information regarding the order cancellation process.

  Upon reevaluation, it appears that the attempt to cancel your order was made outside the allowed timeframe as specified in our returns policy. We understand that circumstances may arise, and we regret any inconvenience this may have caused. Our cancellation policy is designed to facilitate timely cancellations, and unfortunately, due to the specific logistics involved in your case, it was not possible to halt the processing of your order once it was in transit.

  Furthermore, we would like to address the chargeback attempts you made with your credit card company. We acknowledge that you filed chargebacks on two separate occasions. Both instances were thoroughly reviewed by your credit card company, and in each case, they ruled against your claim, supporting our position. This underscores the validity of the transaction and the adherence to our policies.

  We also want to highlight that the products were delivered to you in perfect condition, as promised. Our commitment to delivering quality items is a top priority, and we are pleased that the products met your expectations in terms of quality and condition.

  We acknowledge your frustration, and we sincerely apologize for any confusion. It's important to us that our customers have a clear understanding of our policies, and we regret any inconvenience caused by this situation.
  
  Thank you for your understanding.

• Initial Complaint

  Date:10/08/2023

  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 ordered two vanities on 7/22/23 evening. On 7/23/23 I called to get an estimated delivery, no one answered and I left a detailed message. 7/24/23 called and spoke to someone, I was told the items wont be shipped until 7 days and I wont received them in additional 3-4 weeks. I request him to cancel my order. I went on the website and canceled it there. I even sent emails the same requesting the cancellations. I sent emails on 7/26/23, 7/27/23, and no response. I didnt hear Back and I never received the order and thought they received my requests and canceled the order. On 8/7/23 I received a message from a shipping company to schedule delivery because they needed my signature for delivery. I called back and explained to them that I no longer need the items and I have cancelled them. I also emailed the shipping company on 8/7/23 and 8/8/23 requesting then not to deliver anything to my house. On 9/11/23 I arrived home and the shipping company delivered the items. I called the merchant and sent numerous voicemails about setting up shipping to return their items and no answer or response. I sent 3 emails on 9/12, 9/13, and 9/14/23 to please pick up their items. Signature is required for delivery, when I denied to sign. They changed it to no signature required. They purposely ignored all calls and emails to cancel and disputed the charges. Please help, this company did fraud and have done everything to take $1900 from me. When I cancelled the order, they did everything to deliver and now ignoring all emails and calls.

  Business Response

  Date: 11/09/2023

  We sincerely apologize for the inconvenience you've faced with your recent order of two vanities from our company. We appreciate your patience and understanding in sharing your concerns. We'd like to address your complaints step by step.

  First and foremost, your initial call date, 7/23/2023, falls on a Sunday. Please note that our company does not operate on Sundays, and our customer service team is not available for inquiries or requests on that day. We apologize if this caused any confusion.

  Regarding the estimated delivery date, we understand your frustration with the information provided. Our team strives to offer accurate estimates, and the **** business day timeframe for delivery of bulky items like vanities is a standard guideline for LTL shipments. We appreciate your understanding of the industry norms and challenges related to cross-country shipping. This item was ready for delivery within 10 days of order date. Under our policy, this delivery was well within the delivery period and delays in shipment (which are extremely rare) are not cause for cancellation especially when the order is already in transit.

  You mentioned that you called and requested to cancel your order on 7/24/23. Please be aware that our order processing is quite efficient, and orders are typically processed within 30 minutes of placement. Consequently, by the time you called, your order may have already been in transit. To facilitate the return process, we request that you contact our customer support team and obtain a Return Merchandise Authorization (RMA).

  Please contact our customer support team as soon as possible to request an RMA and schedule the return of the vanities. We regret any inconvenience you've faced, and we are dedicated to making this right.

  If you have any further questions or concerns, please feel free to reach out to us. We value your business and hope to address this issue to your satisfaction.