Complaintsfor2Modern.com

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I put in an order on September 28, 2023 for the fatboy sumo grand sofa which totals to $4,000 +. When I purchased this sofa in September, there was no delay on the item and it wasn't backordered nor was it out of stock. It even had an estimated shipping date of October 15, 2023 at the time of purchase. After October 15th passed, I reached out to the company on my own initiative (I didn't have an email with a status update or reason for delay) to request the details. I was given a new date of November 3, 2023. I asked for a reason for the delay and I was told that the shipment is "most likely" delayed due to a customs issue which happens to the company from time to time. I tried to ask the representative why they would sell an item that they didn't have in stock or at a warehouse already in the US and I wasn't given a straight answer. November 3rd passes and I wait until the following Monday (November 6, 2023) before reaching out. Once again, I had no email or phone call or automated text message with any status update - I had to reach out to the company on my own. This time, it was noticeably harder to get in touch with anybody - I emailed, I called (I was put on hold and then after 15 minutes I was told to leave a message), and I tried to use the online chat service. Nothing. Finally, I got an email back saying November 15, 2023 is the new estimated shipping date. I responded to the email asking what the reason was and I still have no response. As you can probably guess how this is going to go by now, November 15 passes, no update - my order is still unfulfilled. Once again, I reached out and the representative gave me another date this time December 4, 2023 and I was rushed off of the phone because the representative literally told me that he had a lot of other calls and he couldn't answer any of my questions at the time. It's December 4th and I can't reach anybody through phone, email, or through the online chat. This business is absolutely terrible.

  

  Business response

  12/06/2023

  Hi ******, 

  Thank you for taking the time to share your experience with us. We apologize for the order delay, and that you experienced trouble connecting with us. Unfortunately, we experience unexpected delays occasionally, and in reviewing the history of your order the Sumo Grand Sofa was backordered and that caused the delay. We checked the status of your order, and the item has shipped as of December 5 and will begin transit to the local delivery hub in your area. Once it arrives a delivery agent will contact you to schedule a delivery appointment that works best for you. If you have any questions or if there is anything we can help with, please reach out to our Customer Support team by phone at ************ (M F:6am 4pm PST) or by email at ********************************. 

  Best Regards, 

  2Modern 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 3/6/22 for an outdoor umbrella. Everything seemed to be going well when I received a tracking number on 3/21/22. 2Modern uses a 3rd party freight booking company called Freight Club and they had booked delivery with ABF Freight to deliver my umbrella from Miami, FL to Massachusetts. Much to my surprise, my shipment slowly meandered across the US to Los Angeles, CA! I called 2modern to inquire if this was a part of the shipping process and if maybe they had storage facilities there....no such luck. When I spoke to customer service they acknowledged something was wrong but did not give me any further details except that my shipment had been delivered to another customer. I was even told that I would have to wait until the following week for an update. Well I didn't hear back early the following week. I spoke with the amazing team at Freight Club and they explained that my order was really wrong, the tracking number issued was released on two separate order numbers! Apparently this never happens and was very strange. At this point I was not offered a discount for my troubles but I asked for it. Sheri from 2Modern gave me 10% off. I spent a total of 5 hours over the next month calling 2modern and Freight Club to try and get a new tracking number. I was lied to over and over that the item was going to be picked up and every day passed that never happened. Freight Club was the only company actually giving me information. 2Modern could have cared less. I learned that the reason my shipment had not been picked up to come back to MA was because 2Modern was arguing over shipping price but telling me that it was coming. Well I just cancelled my order and I feel like people should know how 2Modern does business as well as their terrible customer service. The only person from 2Modern who even attempted to go out of their way to keep me informed was Brian. 2Modern was happy that I cancelled my order so that they wouldn't have to pay shipping!

  

  Business response

  04/22/2022

  Hi Joshua. We apologize for the poor experience with the delivery of your order. We ship hundreds of orders weekly without any issues. Shipping mistakes don't happen often, but they happen with any retailer. We are in the process of reviewing why this delivery resulted in such a poor experience. We appreciate your feedback and we are investigating this with 2Modern management and Freight Club's management team.
  
  Communication is an important part of any online order. 2Modern takes these issues very seriously. 2Modern's customer service team replied to each of your email inquiries within one business day and provided whatever intel we had available at the time from our shipping partners. 2Modern representatives do not lie or provide false information. We have a small but mighty team and integrity is part of our core values. Thank you for bringing this to our attention, and we remain committed to providing world class service and products to our valued clients.
  
  Brian *.
  Claims Supervisor
  2Modern Customer Support

  Customer response

  04/28/2022

   
  Complaint: ********
  
  I am rejecting this response because 2modern is still investigating the cause of this shipping issue.

  I was able to place my order directly with the supplier on April 19th and it was delivered yesterday April 27th in just 6 business days!  That is how you do business :).
  
  Sincerely,
  
  Joshua ******

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2Modern Order #****** Original Order date: 09/25/21 Order Summary: Roly Poly Sofa and Charcoal/ ***** Nero Cushion Total: $1,728.94 On 9/28/21 I received an email with an update on my order. It stated that the Roly Poly Sofa - Charcoal would be delivered 10/05/21 but that due to global pandemic supply chain disruption the cushion for the sofa would ship out mid December.On 10/5/21 I was issued a credit of $172.90 On 10/6/21 I was notified by email that the sofa would be delivered by Threshold service.After calling customer service to find out when the cushion would delivered on 12/7/21 I received another credit of $86.45.I emailed in January of *************************************************************************************** December 2021 when I was told it would be delivered in January 2022.I received an email on 1/28/2022 that I would receive delivery of the cushion by 2/10/22. This did not happen.If I dont email or call 2Modern does not update me on any delays.I believe I should receive a larger credit. The Roly Poly sofa is of hard plastic material and the cushion makes the sofa more comfortable to sit in. As a side note, I tested positive for Covid 19 in January and where the Roly Poly sofa is situated was away from my family since I was self quarantining. It was most uncomfortable since there was no cushions. My immediate family was so alarm to know that I had purchased the sofa and cushions together back in September 2021 but here I am in in January of 2022 and I am still waiting.I believe 2Modern was deceptive from the beginning because they emailed three days after I initially placed the order that the cushion delivery would be delayed.I purchased from 2Modern during the pandemic previously and experienced no issues but for this time they have totally missed the ****.

  

  Business response

  02/21/2022

  Hello Peaches. Thanks for the feedback. We apologize for the delay with the cushions on the Roly Poly Sofa. Like most retailers, 2Modern has been affected by supply chain issues and stock delays over the last several months. We work with over 180 brands from all over the globe and carry over ****** products. Many brands we carry, like Driade who makes the Roly Poly sofa, are from the *** This is a very popular model and has continuously sold out since we started carrying the brand. Your claim that we are somehow deceptive and knowingly delay partial pieces like cushions is not true, and there is no reason to purposefully delay any customer order. The cushions ship separately and have been expected on the last few containers into port. There is a week's long back up of processing shipping containers and a shortage of trucks and drivers, and this has been in the news for the last several months. We will ship these via *** just as soon as they come in. We have communicated the delay several times via email regarding the delay and discounted the order two separate times in response to complaints for a total of $259.35 (15%). No further discounting is applicable to the order. We will communicate the tracking for the cushions as soon as we can. We appreciate your business and continue our commitment to top quality service and offering the best in modern design. Regards, *********************, Claims Supervisor, 2Modern Customer Support

  Customer response

  02/22/2022

   
  Complaint: 16790014
  
  I am rejecting this response because:

  I was never automatically notified by your company of any delays. Each time I needed an 

  update I initiated all inquiries. Yes, I do feel that as a large company dealing with over **** brands

  must have software in place that allows to know when there is a shortage of a particular item. Given that

  I should have been notified prior to purchasing the cushion for the Roly Sofa that it was not available. Therefore the 

  choice to wait for the cushion would have been mine.  From the last time I contacted your company in January and you emailed

  a response as to when I should be receiving the cushions and this did not take place you should have reached out to me. You stated the date as 2/10/22; I contacted BBB on 2/21/22.  You had enough of an opportunity to contact me. As a customer I am the one who is suffering. 

  
  Sincerely,

  
  
  Peaches Coryat

  

  Business response

  03/09/2022

  Hello ************************** The cushion finally came in and is going out today via ***.

  The *** tracking will update within 24 hours. We will also send the tracking in a separate email.

  Thanks so much for your patience!

  Regards,

  *********************

  Claims Supervisor

  2Modern Customer Support

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is running a scam with their fine print return policy as many others noted. When we disputed return shipping charges of $293 for an $800 chandelier that did not match the photos, so we returned, their apparent manager ******************* up on us, after being extremely unprofessional and not helping fix the issue at hand, instead acting extremely defensive (obviously just not wanting to refund us). When I originally spoke with her colleague she said their manager would call us back and promised a 20% refund to the order we were returning ($800 order total) for all the trouble we had trying to return an oversize box, and money spend on shipping, but the manager never did call us, I had to track her down. After a short talk she accused me of "speaking to her rudely" which was just her way of getting out of the situation and not resolving it. ***** (the apparent manager) before hanging up on me stated that she "made a mistake" and could not credit my credit card as promised for the $293 I had to pay to return the item (chandelier), and could now only give us store credit. It was such a traumatic experience that I wouldnt use the credit, I need the money back for shipping they owe to me. We would never order from them again so the credit is worthless. Apparently *****, her colleagues claimed, was the only one who worked with "escalated cases" so either that's untrue or they don't have adequate staff to run a company. They refused to get anyone else on the phone and the employee actually said, "dont rope me into this drama" when I asked to speak with the manager. Their office did not take our calls after that (during business hours) after I confronted the manager who had hung up on me. We lost $300 (see receipt) to them in return shipping fees and countless hours of my assistants and my time for a chandelier we never used or unboxed, and would stay very far away. They are a corrupt business, with employees (apparent manager) who are dishonest.

  

  Business response

  11/02/2021

  Thanks for bringing this to our attention. Sorry to hear about the issue and the poor return experience. The order in question was already refunded in full with no deductions or restocking fees.
  
  2Modern has been in business since **** and we work with a high volume of industry professionals such as architects, contractors and designers. Many of these orders are non-returnable because of special pricing agreements with trade professionals. The light fixture in question did not work for the client's space, so we were happy to accept a return from the designer, as a courtesy, under our standard return policy. For standard discretionary returns in which a product does not work for the space intended, the client is responsible for the return shipping fees. We do not charge any other restocking fees (and absorbed all shipping costs to the customer). It was disappointing to hear that this client took their disagreement with our standard return policy to a very uncomfortable place for all parties involved. We will use this as a coaching opportunity for our support team.
  
  The return policy link is at the footer of every single one of the ******+ product listings on our site. The policy is easily found and the policy is also listed on the emailed return authorization. This is not hidden, nor is there any "fine print" as the policy is only about one page of normal text. We are available via email and chat anytime, and by phone during business hours if there are any questions or guidance needed about an order or return. Like any other business, 2Modern does not tolerate hostile, aggressive or hateful speech toward our employees, and such behavior can result in the loss of privileges to contact our team, especially after several warnings. Again, in any event, we will review this with our team internally. We appreciate the feedback and will continue providing excellent products and service to our customers.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a heart vase (order #******) since August. Its October 27 and they still have not delivered it. They keep pushing it back and back. At this point I would really like my vase already or money back. Please help. I call them and they just say to wait for an email. Then I email them and no response.

  

  Business response

  10/28/2021

  Thanks for reaching out about your order. We apologize for the delay in fulfilling your order. The order will be cancelled and refunded today. We researched your order, and do not have any record of contact from you. We have emailed six updates over the past few weeks. Sorry to hear you were not receiving these. Like most retailers, we have also been affected by global supply chain issues over the past several months. The vase you ordered comes from our friends at Seletti in ***** and these travel via container before being offloaded and shipped on to the final ** destination. This piece usually carries a lead time of about 6 weeks, but we have experienced delays on shipments from overseas. 2Modern is available for questions over the phone, email or chat, and we are always happy to assist with questions!

  Customer response

  10/29/2021

  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

  10/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a wedding gift order with this company on August 1st 2021. My order # is ****** for a cookware set for $399.00 to be delivered to the bridge and groom. Their wedding date was October 8th 2021 and I was assured when I placed my order online on August 1st it would be delivered before that date, I reached out on 9/20/2021 over the phone for a status report and was told that they need to check on this and will email me an update. I received an update via email on 9/21/2021 that there was a delay and the new ship date would be Sept 30th ************************************************************************************************************ full on August 1st 2021 and held onto my funds with no good received yet. I explained via email back to the company who didn't respond that I was .not happy and why does the customer have to always reach out for updates. I called again on 105/2021 for an update and was told that they still have not shipped anything and I said to cancel order.

  

  Business response

  10/14/2021

  Thank you for the feedback regarding this order.

  We apologize for the delay on the order and the poor shopping experience. The ************ is a newer brand 2Modern carries, and they recently offered some brand new models to add to our collection including the cookware set on this order. There was an overwhelming positive response, and the stock on this particular line was sold out almost immediately. Like many retailers, 2Modern is still working through some challenges with production, supply chain issues and restocking time frames. We are hard at work communicating with the 170+ brands we carry to provide clearer and more timely updates on back ordered products.

  The order in question was cancelled and refunded in full. We understand it's frustrating for an estimated ship date to come and go without getting the shipment confirmation. If anything changes with stock or an order, our system is designed to send out automatic alerts. 2Modern is always available over the phone during business hours to answer questions about order status and stock. We also have live chat, and can be reached at anytime via email through our contact us page.

  Best Regards,

  ****

  Customer response

  10/15/2021

   
  Complaint: 16014385
  
  I am rejecting this response because: I was never told that there was going to be any delay when I first placed my order for this wedding gift. There was no mention anywhere on their website or any communications with me. They should not accept my credit card if they can't deliver my order. They had the use of my funds for over two months without any goods received. I was the one who had to contact the company numerous times for an update since the wedding date was getting closer. After I called the company numerous times I received an email on 9/21/2021 from the company finally after numerous calls that my order would ship on September 30th 2021. I called the company again on October 6th ***************************************************************************************************************************** I told them this was not acceptable and requested the item ship today and was told that this item was not in stock at this time. I told them that they ruined my wedding gift for my close friends and to cancel my order. This company is running a scam for customers by taking funds upfront for several months and not shipping out the items ordered. They need to be held responsible for their actions and stop blaming everyone else but themselves. I am in the process of speaking with an attorney to see what legal steps I can take for the misuse of my funds. I will also never order anything from this company and will let other folks know as well to not use order as well since they can't deliver what is ordered or be honest about the process. A horrible customer experience and this company should be not allowed to operate with taking customers funds and not sending out what is ordered.
  
  Sincerely,
  
  *****************************

  

  Business response

  10/19/2021

  I sincerely wish we could have delivered here as we would rather not cancel orders or have upset customers, but there was simply nothing we could do. We don't manufacture the goods. There are a lot of disruptions with supply and transportation currently and we get hit with some negative surprises unfortunately (and that includes lack of information on our end from suppliers to pass along to customers). Many of these disruptions are out of our control and we do our best to communicate and navigate these issues. We refunded your order in full on October 6th.

  Best Regards, 

  ****

  Customer response

  10/25/2021

   
  Complaint: 16014385
  
  I am rejecting this response because: This is a typical response from this company. No where on their website when I placed my order for this specific items do they indicate that the item is not in stock and that it would take over two months to be delivered. I was the person who took the action to reach out to the company for a status of my wedding gift order that was ruined by their non delivery as promised. If the item was not in stock then my credit card should not have been charged until it was ready to ship. The company had the use of my funds for over two months and who knows how many other customers funds with goods received. If you run a legitimate business then you should have the goods in stock before you charge someone's credit card. The lack of communication by this company is horrible and they make it seem like they did me a favor when they issued a refund on my order which they did not deliver on. You need to post this on your website for everyone to understand they you don't have these items in stock and should not be allowed to charge anyone's credit card until the items are shipped. You can't operate a honest business by running a Ponzi scheme and use customers money and not deliver the goods as ordered. I will never use your company again and will let all of my family, friends, and others to stay away from your dishonest and unethical company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 4 arm chairs, on July 31, as I have my family coming over & I need extra chairs to accommodate everyone. I called before placing the order & made sure it is in stock. It was supposed to be delivered within 3-7 b days). After few days I received an email stating that it will ship on the 13th of Aug (due to the pandemic !!), waited & on the 19th I reached out as I didnt get the tracking #, they said still didnt ship but in 2- 3 b. days. Again I receive another email pushing it till 25th of August. I call to see why & they always say we will contact the supplier and send you a tracking number then I receive another email stating it will ship on 1st September. I tried to raise a complaint & the "customer support" says it will ship in 1 -2 b days! so they try to keep the customer in the "hope of 1 to 2 business" while in fact they have no idea when it will ship. Note I placed an order for the armchairs from same supplier from wayfair and received it in a week.

  

  Business response

  08/27/2021

  2Modern features the best in modern design curated from award winning brands worldwide.  The ongoing global health crisis has created several challenges around shipping and logistics.  From factory closures to weeks long back *** at shipping ports, this has been an unprecedented year and a half, but we are up to the challenge.  
  
  Part of our service goal is to provide orders as soon as possible and provide clear communication around shipping time frames.  We understand that people have special events and family time is very important.  Unfortunately, with a volume increase in orders and a shortage of trucks and drivers, our shipping estimates may take a little longer in some areas, so we apologize for any inconvenience surround this order.
  
  The lead times posted on our product pages reference when order are expected to ship out, not when they will be delivered.  We appreciate the feedback regarding ******** order, and have passed this along to our Logistics Team.  There were some shipment booking issues with the chairs, but this has been corrected and the order is back on track.  The order will be shipping shortly and tracking will be provided via email as soon as the order goes out. 
  
  We appreciate everyone's patience with their shopping experience, and we appreciate the opportunity to continue to provide the best in modern design!

  Thanks,

  ****

*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. ↩