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:07/29/2025

  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.

  On July 1, 2025, I purchased a 3-seater sofa. The update status is saying that the **** has been shipped for about two weeks now. I am not able to make contact to get an update on the shipping status via email and/or phone after several attempts. Although, I am able to check updated status and suppose to get tracking information, nothing is shown on help page as shown in attached pictures.This sofa has been paid for in full.I would like to receive an update for the fulfillment of this order and what the next steps would be. Thank you in advance for your time.

  Business Response

  Date: 07/31/2025

  This customer is correct. Due to a bug in a newly updated system this order was not processed properly. My technical team, warehouse and the customer service representative are currently working thru a solution and it should ship within the next 7 days. The representative also obtained approval to offer a 10% refund to make up for the inconvenience this delay has caused.

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:07/18/2025

  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.

  I ordered a dining room table from Anabei on 6/24/25. I received the table on 7/1/25. Upon opening the table, I saw that several pieces were damaged and the quality was not what I would expect from an expensive piece of furniture Very disappointed. I immediately contacted and opened a return request and support case on the same day. I have been working with a customer serviceagent. His name is ****. He has not provided a phone number or any other way to contact him other than email. I have been working to to return this damaged Product Since July 1. It is now July 18. I have been trying to get a hold of **************** since Monday when they claimed that emailed me the ***** return labels attached to the email they sent. I reached out and made it clear that the attachment was not there have been trying for over a week in vain to reach **** to let him know that I did not in fact receive the return labels. It was very clear in the instructions that these return labelsexpire in 10 days and I would be unable to return my product. It has been five days since the receipt of these return email And labels and I have heard nothing from this company. This is fraudulent business practices and Ill be reporting them to my credit card company

  Business Response

  Date: 07/22/2025

  This customer did initiate a return on 7/2 and it is still open at this time. I see they did not get the return labels initially (sent 7/14) and while the representative was unfortunately not available the customer reached out to ask for them to be resent. I see a new email thread was created and they received their labels on 7/19. Currently their return appears to be arriving on 7/28 which means their full refund should be processed no later than 7/30.

  I absolutely agree that this return took too long and am working with the executive team to find ways to improve the process and amount of time it takes to get return labels generated for our valued customers.  

• Initial Complaint

  Date:07/14/2025

  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.

  I ordered a couch from Anabei on 6/10 and quickly realized that ApplePay used my old address (I just moved). I contacted support and was assured by support on 6/11 the address had been corrected. When I received an inspection report for the previous home (that was being sold), I saw the couch sitting on the porch in the photos. I was never notified it was delivered. I have been trying to reach support via email and phone call since 7/2, when I realized this mistake. I have not heard back despite their automatic response that states theyll get back to emails within a day and calls within 2-3 days. My husband made contact but once he provided my name and order number they stopped responding. I have disputed this to my cc company, but want Anabei to refund me officially. The house sale went through and I have no access to this couch. Anabei made a mistake and is ignoring me so they dont have to deal with it!

  Business Response

  Date: 07/22/2025

  What an unfortunate situation. We went thru a major technology migration on 6/12 and we did not realize for a few weeks that changes we made during the migration did not take. So the address change did not work and the product shipped to the old address in error. We did send the customer a link to the tracking information on 6/28 - not that they needed to, but had they noticed at that time that it was going to the old address, we would have had time to redirect it. We did schedule and pick up the shipment and were preparing to reship it to the corrected address, however the customer disputed the charge so we were unable to make it right. We accepted the chargeback. We are sorry that our growing pains caused this negative experience.

• Initial Complaint

  Date:07/08/2025

  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 ordered furniture from Anabei. After it came, I opened one box with a chair, exactly as described. Their policy says to do so and they have a 30 day 100% refund policy. After putting the chair together I hated it. It folds out like a lawn chair and smelled awful. I emailed them that evening (so the same day it was received). They initially told me I needed to repack the open box then go have it weighed, let them know that, then they would finally send labels to return. Excuse me? Returning this furniture is not a part time job. I sent photos and let them know that was not an option. Then, they wanted to know WHY I didnt want it. Ok. Fine. But I know this game; they are trying to stall to push past the 30 day window so Im stuck with the furniture and they keep my money. I email them Im done playing. I have 9 boxes and I want labels. Im a single mom whos pretty tiny, I have to pay someone to help with this. So ***** finally sends labels. Great, I pay a friend $100 to help me label, load and drop off today. Guess what- ***** sent 7 labels. Not 9. So now *** paid someone $100 for nothing. And I still cant get this crappy furniture returned. It is impossible to find a phone number and my emails mostly go without a reply. They are trying to ensure that I dont get this back to them within the 30 days so they dont have to refund me and that is not acceptable. I am loosing money because I have to pay for help to get this done and now I have to pay again because ***** cannot tell the difference between 7 and 9. I want a full refund for this furniture and they should refund me for the help I had to hire that was pointless because of their incompetence.

  Business Response

  Date: 07/22/2025

  This does not appear as though our return process was clear for this customer which is regrettable. We want to be clear that when a customer initiates a return, the return window stops. So if they reach out at day 29 they are within the return window and however long it takes to get the box information from them and generate the labels does not count into the return window and then they have 14 days from when labels are sent to just get it to ***** and then the transit time back to us can be a week. The policy does not say the item must be back in our hands within 30 days, it just says you have to request a return within 30 days.
  
  We do not ask customers to repack their opened sections. That said, due to a technical glitch that the representative didn't know about, there were only 7 labels generated. We did generate the other two labels for the customer. We did provide a link so that they could schedule a pickup so there was no need to pay anyone to help transport our boxes as ***** can get them from the exact location they dropped them off in. They initiated a return on 7/2, had all labels 7/10 and received a full refund on when the boxes arrived on 7/19. We feel like this is a reasonable time frame given the size of the item and logistical navigations that are required.

• Initial Complaint

  Date:06/15/2025

  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 purchased an Anbei sofa and Ottomon in November and assembled it 3 weeks later. I specifically ordered the less firm ******** because I was looking for a comfy couch. The sofa itself is made similar to the folding chairs you take to a concert. The cushions were hard as rocks. When I reached out, the said to rotate them and they would soften up. I waited 3 weeks to soften up the pillows and they were still hard as rocks. I contacted Anbei several times and was told I was beyond the return window and suggested I press on the cushions to soften them. Well, it's been 7 months and the cushions are still as hard as the first day I purchased them.

  Business Response

  Date: 06/25/2025

  I reviewed this matter in full. The customers order was delivered 10/27/2024 so when the customer first reached out in December of 2024 she was already outside of the return window. Since returning was not an option we provided a styling video to show how to fluff the insert (the cushion she chose was one that required maintenance and regular fluffing) and links to elevated layers that go under the inserts to add comfort. We offered the more structured inserts that do not require fluffing , but the customer declined and then did not respond for two more months.
  
  We heard from the customer again in February. We again offered the solutions and when the customer remain unhappy with the solutions presented we asked for photos so we could cover a solution thru our warranty, but no photos were sent and we did not hear back from the customer until this complaint.
  
  We have no photo documenting any issue and communication seems to go months at a time with no resolution, but we continue to offer support should the customer want it. We cannot offer a return outside of the return window as our 100% refund policy only has one limitation and that is time before a sofa is considered too used to keep out of a land fill.
  
  If the customer can send photos showing the inserts, we would still be happy to send the other insert style at no cost. They are hard because they are compacted, and the other insert style has a more solid form so it does not compact which I feel would be a better option for the customer.

• Initial Complaint

  Date:06/12/2025

  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 ordered a couch and was told that it would be delivered in July they messaged me this week saying the couch was ready a couple of weeks early. I told them that I couldnt receive it early and they said they would hold it to the original scheduled delivery date. I then asked if the couch could be delivered into my home due to a heart condition I am unable to lift or do strenuous activity they told me no. I then asked if they can cancel my order due to me not having help to lift the couch upstairs this was on 06/12 and on 06/12 I received an email from Anabei and ***** stating that my package will be delivered on 06/13. This is after saying that i have a heart condition and cannot accept the package as its too heavy and after them saying that they will deliver in July. It looks as they expedited the package so that they do not lose a sale. I am very upset that they would be so cruel

  Business Response

  Date: 06/14/2025

  I would like to share the full transcript of the interaction in order to be very clear about the communication.

  
  The customer is correct that we offered to send the shipment early. She replied with very specific availability. While checking with the warehouse, and she said she was available SAT-THUR they first said they could not time it to be in the delivery window. While she and I interacted more they realized they could meet her timeframe so they packaged and loaded up her shipment onto a shipping container on Wednesday.

  
  Although the customer said she lived alone, there was no mention of any health issues until she was escalated due to being sent tracking just after her request to cancel. She had requested the cancellation after the **** hours, and within an hour the tracking was activated. We cannot control when ***** scans the boxes as it was already on the truck Wednesday night because my warehouse knew they could time to her initial request. Even if we had seen the cancellation request a few hours earlier when she sent it, the package was already in the hands of ***** and would not have been able to be stopped. As explained in my initial email, this was shipping within 24 hours. Once it is handed to ***** we have to wait until they scan it before we can make any changes. We mark orders as fulfilled and send the customer tracking when they do their initial scan, not when it is loaded on the truck (because it can take a day or two or a weekend to be scanned). We did not mark it fulfilled in any sort of malice, it is all automated and connected to the scans.

  
  Her cancellation request was honored, delivery turned around, and she was refunded in full the next morning. As you can see by the attached PDF, the first mention of any "health issue" was in a panic and anger only after her shipment had shipped based on her original timing request. Her reason for cancellation was that she lived alone and didn't know if she could lift the boxes and that reason alone.

• Initial Complaint

  Date:06/09/2025

  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 ordered from Anabei on July 19, 2024. I paid a total of $1,984.60. We were building a home and were not ready for the sofas yet but I saw they were on sale and was worried Id miss the sale so I ordered them and kept in the packages until April, when our house was finished. Upon putting them together, realized how incredibly uncomfortable the cushions and bars were. Contacted support to ask for free replacement cushions. They do not answer the phone at all. They do not return phone calls and only sporadically return emails. I finally got through to someone and was supposed to be sent replacement cushions to try. They never sent them. That was 2 months ago. I feel I was deceived by this company. Has I known they were always on sale, I would have waited to purchase and could have tried to return within the 30 day window. I never expected to not like the product. The reviews were almost all positive. I think they were fake, paid reviews. I want them to send free replacement cushions so we can at least be somewhat comfortable with this huge lemon of a purchase. As it stands, my children actually prefer the floor. Thats how bad they are.

  Business Response

  Date: 06/11/2025

  I have fully reviewed this customers situation. We do have the ability to hold an order until a customer is ready to receive it, this can happen thru our Help Page and automated Order Modification system. This helps ensure a customer receives their order when they are ready for it and helps that they determine when their 30 day return window begins. Lastly it prevents an order from sitting unopened for this long of a period of time.
  
  We send our inserts compressed and vacuum sealed. Leaving them in this state for 8 months means they can get really hard and sometimes even permanently compacted. So this customer needs to really get inside and loosen by hand the fill. After this amount of time I would expect this to not be an easy process and would assume the cushions are lumpy with the compacted fill and look underfilled.
  
  We did offer to send the customer one insert of our other comfort level to see if she liked it more to make sure it was a good solution before she buys the rest of the upgraded inserts (she would only pay the price difference on the site between the two types of insert - for the 3 seater the price is $66.20). I have included an image picking up where the customers image left off including where she said not to send the inserts if she was going to have to pay for the others - this is why we did not send the insert. When she said, "dont bother to send any" so we cancelled this request. Our offer still stands - we would be happy to send one deluxe cushion insert to see if she likes it more and can send a back pillow so she can use it to overstuff her back pillows, that said, the main solution is to get in there and separate the fill by hand manually fluffing the material after 8 months of compression. 

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because:

  My response still stands. I refuse to pay another ***** to this company when I am so incredibly disappointed with the product. The cushions may can be manually manipulated to be slightly more comfortable but its the bars that are the most uncomfortable. It hurts everyone that sits down. You will bang your head or hurt your tailbone sitting on these incredibly uncomfortable sofas. Not to mention, they did not address my concerns about the fake sales which created the false sense of urgency that led to the cushions being ordered ahead of time in the first place. I also have yet to receive a response from the company myself since April. I would at the very least like some replacement cushions free of charge. I feel like they should offer some sort of foam or something for the bars. 

  
  

  Business Response

  Date: 06/25/2025

  I am sorry that our offer to send a free insert to ensure that it resolves the concern is unacceptable. For the environments sake we do not send parts that may not resolve the issue. Additional inserts are priced at cost - $37.50 - so it is not as if there is a significant investment needed if the new insert resolved her issue. This price included shipping and materials and is not marked up at all. We just need to send the one free first to confirm the solution will work for the customer.
  
  Instead of working with us in order to make this work, the customer can also donate both pieces locally and email proof of the full itemized donation to ************************************************************. We would then refund the order. Although we cannot take it back, this is an alternative to keep the product out of the landfill which is the main concern when a product used this long and why we cannot take a return this far outside of our published policy.

  Customer Answer

  Date: 07/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  Is there a way I can guarantee a refund would be offered upon donating my sofas, my concern is that I might do that and then not get refunded. 
  

• Initial Complaint

  Date:05/25/2025

  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 bought a sectional from Anabei in February 2025. The claims made by the company of it being spill resistant, cushions remaining supportive (which I paid for the upgraded cushions) and having a 1 year warranty are false. I have emailed numerous complaints to their customer service line and I am being told I cannot return it. I paid $1926.40 for a horrible product that is not what was advertised.

  Business Response

  Date: 05/27/2025

  We offer a full 30 day return policy allowing customer to get a full refund and free return shipping on any order within 30 days. This customer reached out over 3 months after delivery so they are not eligible for a refund.
  
  Our 1 year warranty covers anything that is defective, however the customer concerns about cushion comfort are subjective and not caused by any defect with the product.
  
  This customer was under the impression that liquid resistance was liquid repellant/proof. This is woven fabric, so any liquid that sits for long enough will soak thru. Also, the customer is complaining that the cushions are not breaking in (a process that can take a full year) so to their complaint about the cushions remaining supportive - their actual complaint was that they were too supportive/firm.
  
  We had planned on sending the customer a free set of our softer inserts for free to help resolve their comfort complaint, however since they have disputed the charge we can no longer works towards a resolution with this customer. The customer now has, in essence, a free sofa from us and we are unable to help further given that the order is not paid for at this time.

  Customer Answer

  Date: 05/27/2025

  I am rejecting this response because: the charge has been disputed with Affirm but is not returned at this time to me. Affirm has not made a decision as off yet whether they will decide in my favor or their favor. If they would like to agree to a return and refund I will gladly return the couch to them.
  

  Business Response

  Date: 05/29/2025

  The customer was, when they reached out, outside of our return policy so it is an unreasonable expectation that we would allow for a return for a full refund. Had the customer reached out and provided feedback within the return window they would have been eligible for a full refund. Our warranty does not cover customer spills or comfort preferences nor does our warranty result in being able to return a product for a full refund this far outside of our return policy.

  We offered free products to help resolve their complaints even though our policy does not require this, but we cannot send these free item while the item remains unpaid for which is the current payment status on our end.
  
  If the dispute is resolved in our favor then the customer can ask us and we will honor the offer we already made. If the dispute is resolved in their favor, they will no longer be able to order from us and we will not be able to service the order or offer any solutions.  

  Customer Answer

  Date: 05/30/2025

  I am rejecting this response because:

  The couch was paid for in full by an Affirm loan. They have received full payment at this time. The defects were not discovered until after the 30 days window and when they were I contacted them. The covers have shrunk from being washed, which is a claim on their website that they are washable. A replacement at this point would not be satisfactory as I would not be able to wash those covers either. 

  They are giving false answers regarding  not being paid as they have been so that is not a valid reason for them to longer be working towards a solution with me.

  
  

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service 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.

  Date of transaction: 01 May 2025 Paid: $1,991.79 Anabei furniture made returning the item extremely difficult (I found out they have this reputation online after facing challenges). I used their customer feedback meeting option and first met with ***** ****** on 9 May. She mentioned she was rehired due to staffing shortages. She told me she is head of customer service and will get my on case immediately. She emailed me. I continued to have problems. I used their customer feedback option again and spoke with ******* on 14 May. He said he will watch my case closely and refund the item cost and the shipping cost for a full refund. All these calls are recorded by the company. I finally was able to return the items which were delivered on 20 May. They have gone radio silent and unresponsive to my emails. I believe there reviews are fake. I also believe they are engaging in false advertising.

  Business Response

  Date: 05/29/2025

  We agree that the refund took too long as the customers return arrived on 5/20 and the refund was not processed until 5/27. This customer requested a return 5/7 and was sent return labels 5/14. The return arrived on 5/20.
  
  It looks like the main delay was that we sent one label and then the customer asked for 3 labels. The 3 labels we sent (with master tracking ************) never moved. So when only one box arrived instead of 3 the warehouse did not "check in" the return as they were waiting for the other boxes. The other boxes never arrived yet we still issued a full refund. The customer has been refunded in full and the matter is closed even though, by the customers account, we are still missing product according to the amount of labels requested by the customer.

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair 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 ordered the couch that arrived damaged when I tried to put it together. Additionally, it is much more cumbersome to assemble than advertised. They tout easy, 30 day returns. Ive been attempting to return for a week. I received an initial response saying they would send return labels with follow up questions. I answered those and have never heard back, nor received return labels. I want to return several unopened packages and receive my refund, as advertised.

  Business Response

  Date: 05/01/2025

  The customer reached out on 4/23 to return their sectional that had a part damaged and found it too difficult to assemble. We sent repacking information that day and the customer replied, but did not provide the weight of the opened box after they repacked it which was what we needed to make the labels.
  The representative had the 24th and 25th off and when he returned he could tell by the number of replies by the customer that we were not going to get that information so he went ahead and generated and sent the labels 4/26 to the customer.
  Tracking reflects that the packages were sent 4/28 and are arriving back to our warehouse today so the customer will be fully refunded in ***** hours.