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:11/14/2022

  Type:Sales and Advertising 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 three vintage counter stools. The description said that they had a rustic discoloration but when I received the items they were covered in rust. I received a response to my return request basically saying that they would commence a return per the 48 hour return policy (I emailed immediately upon receiving the items) but said that the items met the description and were congruent with the photos online (not true, I had vetted the chairs by three friends before purchasing and all were shocked by what I received). Since then I havent been able to get anyone to return calls or emails. Literally the worst customer service I have ever experienced.

  Business Response

  Date: 11/17/2022

  On 10/27/2022, the buyer ordered the Mid Century Modern Rustic Leather and Wrought Iron Bar/Counter Stool, Set of 3 from a seller who listed them on Chairish.  Upon delivery, the buyer reported condition concerns and provided supporting documentation.  After reviewing both the listing description and seller communications, as of 11/15/2022, Chairish Support has initiated the return process on behalf of the buyer per the terms of the Chairish Return Policy to resolve the matter.

• Initial Complaint

  Date:10/21/2022

  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.

  On 8/25/22 I paid $2636 for what was represented as a professionally refinished dresser made by Council Craftsman. With handling and shipping the total was over $3000. When delivered the piece had 2 damaged spots, Hardware that was bent, broken and badly tarnished. Whoever refinished it did a terrible job. The finish is the wrong color, dull, soft, scratches easily, and has pits in the wood. You can tell by the dents in the hardware that the hardware was not even installed where it originally came from. This product looks like plastic lawn furniture. I took a drawer to a local Consignment shop, they said its been ruined and is not worth much. The photograph that was shown on Chairish looked great, but I dont believe what was pictured is what I received. During purchase process I contacted seller and they assured me it the piece was beautiful. Thats when they should have told me the elegant Council Craftsman look had been changed to look like plastic outdoor furniture. I emailed Charish within hours of delivery. We went back and forth a few times and I eventually told them I wanted to return it and get my money back. My return request was well within the 48 hours they require. Once I asked to return ***************************** went silent. ******* is no longer responding to emails. I have called call customer support at least 15 times and they keep saying folks are working on it, but they cant get in touch with seller. (If thats true, why arent they responding to me with that information. Why am I the one initiating all conversation?) Ive done everything I was supposed to do. ******* is stalling and they need to pick this piece up, Refund my money and absorb the cost of the return shipping.

  Business Response

  Date: 10/31/2022

  On 8/25/2022, the buyer ordered the Councill Furniture Georgian Banded Mahogany Ten-Drawer Dresser, Newly Refinished from a seller who listed it on Chairish.  Upon receipt of the order, the buyer reported condition concerns to support, who provided them with options to return the item.  Upon review of the photos, we provided the buyer with the return option per the terms of the Chairish Return Policy.  
  
  After review by the Chairish Leadership team, we offered the buyer a full refund upon pick up of the item, but the buyer instead disputed the charges with their card and the buyer's bank provided them a provisional refund.  Since this action physically prevents Chairish from refunding the buyer in any amount, we are working directly with the buyer's bank who will make the final decision as to whether or not the provisional refund remains permanent, to close and finalize the matter."

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18295997
  
  I am rejecting this response because:

  their response makes no sense. I cancelled payment with my bank because Chairish would not respond. Once I mentioned BBB it was turned over to a higher level of management within hours. Im asking them to do exactly what they are offing. Come pick up the dresser but I am not paying for return shipping. This piece was grossly misrepresented by Chairish.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2022

  We are truly sorry that the buyer continues to be dissatisfied with their order.  At this stage, we have sent information that the buyer's bank needs to evaluate the transaction, and their bank will be making the final determination as to whether the refund they have already provided to the buyer remains permanent.  The buyer should contact their bank directly for updates.  Both Chairish and the buyer will be notified of the bank's decision on the permanence of the refund and will alert both parties, typically within 60 - 90 days of the dispute being filed, to close and finalize the matter.

• Initial Complaint

  Date:10/19/2022

  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 only received half of the cabinet and have not been able to get seller or Chairish to offer a resolution. Either provide the other half or pick up the piece that I have and provide a refund.

  Business Response

  Date: 10/28/2022

  On 8/30/2022, the buyer ordered the Tikamoon ******************* Mahogany Display Cabinet from a seller who listed it on Chairish.  The item was marked In Transit on 9/22/2022 and delivered on 10/4/2022.  Upon delivery, the buyer reported that only part of the item had been delivered.  As of 10/26/2022, the remaining portion of the order is in transit and on its way to the buyer.

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising 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.

  They keep sending me c*** through the US mail, and there is no way to stop it.

  Business Response

  Date: 10/19/2022

  In February the customer requested that their information be removed from our mailing list. In order to proceed with this request, the customer must fill out a form with their details. We have asked that their request be reviewed and our team found that the customer added their unit number incorrectly when filling out the form. This has been adjusted and the customer has been informed that they are now removed from our mailing list. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18226615
  
  I am rejecting this response because:

  the process is onerous and in no way should this be the wall I need to climb in order to simply get off the list - to simply stop this company from sending me their c*** until the end of time.  

  Furthermore, even after having gone through the process, it failed.   The process is idiotic, it is riddled with problems.  Their database is not correct, and there is no way of me knowing what these problems are.  

  One more thing, when they put "or current resident" on teh label, this means they don't really care in answering people's requests, they simply want to litter as many mailboxes as possible with their ****. 

    
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/27/2022

  We are sorry that the consumer is dissatisfied with our removal process and their feedback has been shared with the teams responsible for this process for review.  Chairish shares the consumer's environmental concerns as well and we actively work to achieve and remain "carbon neutral" in key areas of our business. Also, to reiterate, the consumer has been removed from the mailing process.

• Initial Complaint

  Date:10/14/2022

  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 purchased an item on CHAIRISH through their website on July 28, 2022. I still havent received my shipment. My purchase is #******. I have contacted CHAIRISH via email and telephone and the situation still hasnt been resolved as the company has done NOTHING to see this thru or provide any type of service recovery to this matter. My total purchase was $2,211.93, I spent $549 for shipping alone. Im disappointed that It had to get to this point.

  Business Response

  Date: 10/27/2022

  On 7/28/2022, the buyer ordered the Mid 20th Century Regency Style Vintage Brass & Glass Teacart from a seller who listed it on Chairish.  The order was marked 'In Transit' on 9/4/2022.  Typical transit times for In Home deliveries average 3 - 6 weeks depending on distance travelled and frequency of routes.  This particular shipment did exceed these average time frames and we sincerely apologize for this as well as for communication gaps.  As of 10/25/2022, we are pleased that the item has been delivered and we have since provided compensation to the buyer with regard to the costs of shipping in order to close and finalize the matter.

• Initial Complaint

  Date:09/28/2022

  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 vintage $2000 coffee table 3 months ago. Shipping was supposed to take 2-5 weeks. The item was supposed to be shipped 2 months ago but has not arrived yet. The shipper does not respond to email. The delivery window has passed. **************** said they did not have my city and state, which makes no sense since Im not sure what else a shipper knows besides my address. Then they told me the shippers truck had caught on fire and that was the cause of the delay?! This site is selling expensive vintage furniture and this is totally not acceptable. I will never buy from again under any circumstance. Absolutely do not recommend. I am concerned they are 100% fraudulent.

  Business Response

  Date: 10/04/2022

  On 7/4 the buyer purchased the Noguchi Table by ************************* in Walnut from the seller who listed the item for sale on the Chairish site. On 7/5 the buyer requested that shipping be delayed until 8/7. On 8/14 a shipper was assigned and the item was picked up on 9/15. Pick up and delivery depends on the buyer and seller's location as well as the shipper's route and in this case, did take longer than the typical 10 to 15 business days.
  
  When a shipper is assigned to an order all necessary details, including the buyer's address, are provided to the shipper within the Uship platform and available for them to access at all times. 
  
  On 9/29 the buyer disputed the charge with their bank. A member of our leadership team reached out to the buyer and provided them with the option to proceed with the purchase and receive a refund for the shipping costs or cancel the order and receive a full refund. 
  
  The buyer has decided to cancel the purchase and provided our team with evidence that the dispute was dropped by their bank. Since a dispute has been filed Chairish is prevented from refunding the buyer until the dispute has been updated and resolved by the buyers' bank. Once the dispute is released the buyer will be fully refunded. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18144408
  
  I am rejecting this response because: I have spoken with my bank (Chase) today and they confirmed that the dispute was resolved on their end on 9/30 and my credit card was recharged for the original amount on that day as well. They said it was just up to the merchant at this point to request the money from their bank. I do not understand why there should be any further delays in processing my refund. The merchant also is not replying to my emails requesting an update on the refund status.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/13/2022

  The buyer has been communicating regularly with a member of our Leadership team since 9/30 in regard to the dispute in question. Although the customer's bank has recharged her for the transaction the dispute is still active and Chairish is prevented from being able to process any type of refund related to this transaction. The information shared by the buyer has been provided to her bank through the payment processor and Chairish is awaiting an update. Chairish is monitoring the transaction and will fully refund the buyer as soon as the dispute is updated.

• Initial Complaint

  Date:09/28/2022

  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 purchased for $1100 what was represented as a professional signed by the artist framed photograph with a certificate of authenticity. With handling, shipping, etc. the total was close to $1500. This product looks like absolute garbage. The photograph was shown on Chairish from viewing distance and not up close. Up close it looks grainy and poor quality, exactly what a photograph looks like when printed at a ********* or Snapish in a size that is too large for the quality of the camera. The certificate of authenticity also was not an actual certificate of authenticity. It was a print out signed by the seller on the date I purchased it. Usually a certificate of authenticity is signed by the artist or a reputable art dealer. This was neither, and a photo of the certificate was not shown on the ad. I did not think I needed to ask for up close shots when the photograph is advertised as authentic. I did not think I should have to ask for the certificate in case it is a worthless piece of paper. I assumed that there is some assurance that Chairish does not allow or will refund sales of items that are either such poor quality they appear fake or are actual fakes. The artwork and box it came in also reeked of smoke. It was framed in plexiglass. I emailed back and forth several times with a customer device rep and the bottom line is I am out $300 in shipping if I want to get the $1100 back. I am asking for the full refund, including the shipping because the item is simply not fairly described. The complete lack of care as to what they are selling was shocking. I very much like the image as depicted on Chairishs website but in person this is obviously not a professional work. It simply does not look like one. The seller is supposedly a gallery owner but the gallery is temporarily closed and looks more like a shed than an actual gallery. I cannot believe that Chairish would rather have a such an unhappy customer than refund the shipping. Its totally incredible.

  Business Response

  Date: 10/05/2022

  On Sept. 11, 2022 the buyer purchased the *********************** Reflexion - ******** ************ Photograph  from the seller who listed it for sale on the Chairish website. On Sep 16 2022 the item was delivered to the buyer who informed us that they believed the item was not authentic and provided us with images to illustrate their concerns. This information was shared with our curation team reviewed the listing and buyer's images and came to the conclusion that the item was authentic and as described. With that in mind, the buyer was provided with the option to return as per the terms of the Charish Return Policy. Due to the experience, Chairish is absorbing one way to shipping.
  
  The item has now been delivered back to the seller and the buyer has been refunded. 

  Customer Answer

  Date: 10/05/2022

  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

  Date:09/28/2022

  Type:Delivery 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.

  Chairish sold me a dresser in July, and the item still has yet to be delivered. They claim the product has been picked up, so I can't be refunded for my order even though I still have yet to receive the product. I have called the company, left messages on their chat, and have received no response. I think the company has no intention of delivering the product. At this point, I'm thinking the company would rather take my money than attempt to solve the issue, so I would like a refund.

  Business Response

  Date: 09/29/2022

  On 7/4 the buyer purchased the Antique 3-Drawer Dresser With Marble Top from the seller. Due to logistical issues with the transportation provider, it took longer than the usual timeframe for the dresser to be picked up from the seller. On 9/28 the transportation provider provided our support team with images showing that the item suffered damage while in transit. After gathering all necessary details, this information was shared with the buyer on 9/29 along with the option to continue with their purchase, or cancel the order and receive a full refund. 
  
  The buyer informed our team they would like to cancel the order and a full refund has been processed. 

• Initial Complaint

  Date:09/23/2022

  Type:Delivery 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 a desk from Chairish via their website: chairish.com. The order was placed on June 28, 2022 Order number #******, Product number #*******. There was an associated $250 delivery charge, and I was quoted delivery of 3-6 weeks from purchase. I contacted Chairish on 6/28 and requested that delivery occur on or after 8/15/22 the date of my house closing. Chairish and the seller agreed and confirmed that delivery after the 8/15 would be possible. Without advance notice, I received a text message on 8/05/22 indicating that my desk would be delivered on 8/11/22. I texted the delivery service back indicating that I had not yet closed on the house where the desk was to be delivered and that I would not have access to the property until the afternoon of 8/15/22.Delivery was rescheduled for September 1st cancelled on 8/30/22 Return and Refund requested 8/30/22 No action from Chairish **************** Delivery was rescheduled for week of September 11, 2022 Changed to week of 9/22/22 after reaching out on 9/11/22 Return and refund requested 9/12/22 No action from Chairish **************** Delivery was rescheduled for 9/22/22 Cancelled 9/21/22 Delivery was rescheduled for 9/23/22 Cancelled 9/22/22 Return and refund requested 9/23/22 No action from Chairish **************** I would like my $1,272.69 returned. It has been almost three months from the date I purchased the desk and delivery has been rescheduled five times without any meaningful response from Chairish Customer Support. With the purchase of the desk, delivery, handling and tax, my total came to$1,272.69

  Business Response

  Date: 09/29/2022

  6/28/22 the buyer ordered the Antique Carved Wood Swan Desk With Single Drawer from the seller who listed it on Chairish. The shipper picked up the item on 7/21 and buyer requested delivery be delayed until after 8/15/22. This timeframe was provided to the shipper who confirmed the new delivery date. The shipper attempted to deliver the item before the communicated timeframe and had rescheduled delivery a few times as the buyer mentioned. 
   
  The buyer was informed of the Chairish Return Policy when the buyer requested the order be canceled, our support team did not receive confirmation to proceed with the return. On 9/23 the buyer was informed of the new delivery date of 9/24 and agreed to proceed with the purchase pending a shipping refund which was processed on 9/23.
   
  The item was delivered on 9/24 and the buyer has been refunded the full shipping costs for this order and a $150 coupon code to be used towards their next purchase. 

• Initial Complaint

  Date:08/24/2022

  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.

  On 3/26/2022 I purchased 6 vintage chairs (order ******). They were supposed to arrive in under 3 months (international shipping). The chairs had not begun shipping for 4 months (only after I sent numerous complaints after no updates on timing). When Ive checked in with the company theyve been either rude or unresponsive and now will not give me an estimate for my orders arrival. *** asked numerous times for a partial refund on my order given the massive and uncommunicated delays, however they will not address my requests and refer to me with the wrong name (shipping was originally to my mother, but I have since moved and needed to change the shipping address). I am looking for communication on when my items will be delivered (they have been sitting in customs long past the estimate) and a substantial refund on the items (originally paid $581 for the chairs and $1728.23 total inclusive of international shipping)

  Business Response

  Date: 08/26/2022

  On 3/26/2022, the buyer ordered the Dining Chairs, ****s, Set of 6 from an International Seller who listed them on Chairish.   The shipping method on the listing states as follows:  
  
  Shipping Method:
  International Shipping (45 months)
  
   Due to worldwide logistics challenges (overall transit delays, customs delays, etc.), the chairs are currently targeted for an early to mid-September delivery.  Once the chairs have cleared customs, tracking will update and we will provide this information to the buyer.  A support team member will provide the latest available information to the buyer today.

  Customer Answer

  Date: 08/26/2022

  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.
  
  *******************************************************