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:06/10/2025

  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.

  This is a complaint about The Citizenry, a furniture company acquired by Havenly in February 2024. I placed an online order on May 5, 2025 (order number ******). I purchased two rugs, because the website said they are "in stock" and "ready to ship." I also purchased a chair (to be shipped within 2-4 weeks), a side table (to be shipped within 2-4 weeks), and a bench (the bench was the only item that was expected to be shipped later, mid-to-late August). It is now June 9, 2025. The carpets, which were "in stock" and "ready to ship," have not yet arrived and there is no estimated date for their delivery. When I emailed customer service, they told me that the delivery date is not available. The side table did arrive, but damaged (severely; the two sides came unglued). The delivery company explained that they would take it back and that the Citizenry would get back to me with a new date for the side table delivery. That was on May 28, and I'm yet to hear from them about a new date. I again emailed the customer service, with no response. To summarize, the only item delivered so far is the chair. The bench has not yet been delivered and that's ok, since the website said that the item will not be available until mid-to-late August. The side table arrived damaged and there's been no acknowledgement of that and there's been no new date of arrival scheduled. The two carpets are also nowhere to be found, even though they were supposed to be shipped immediately. **************** has not been able to provide me with even an estimated date. I would like for someone to get back to me with: 1. ETA for the carpets and 2. ETA for the side table. If those items are not available, I would like someone to call me so we can come up with an alternative plan. Crickets is not an appropriate response.

  Business Response

  Date: 06/17/2025

  Hi Anya,

  Thank you so much for taking the time to share your feedback. We're truly sorry to hear about the frustration and delays youve experienced with your recent order! Thats understandably disappointing, especially when you were expecting items to arrive in a timely and seamless manner.

  
  While this review came through Havenlys BBB page, it actually sounds like your order was placed with The Citizenry - one of our house brands. Since each brand has its own customer support and logistics teams, we unfortunately dont have access to The Citizenrys order system or fulfillment timelines, so were unable to provide the most accurate updates for you directly.

  
  That said, weve gone ahead and shared your message with the team at The Citizenry so theyre aware and can prioritize a response. To help expedite a resolution, we'd also recommend submitting your complaint directly through The Citizenrys BBB page or emailing their team at ******************************************** if you havent already. This will allow the right team to review and assist as quickly as possible!

  
  Thank you again for reaching out, and we hope youre able to get the clarity and support you deserve soon.

  
  Kind regards,

  Havenly

• Initial Complaint

  Date:05/30/2025

  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.

   
  Complaint: 23397369
  
  I am rejecting this response because:
  I was charged a pick up fee of $83.50 to have the package picked up. 
  Sincerely,
  
  ******** ******sed, facing a city street. I told them it was rainy yesterday and now there may be showers today. I do not understand how you would deliver a piece of furniture that weighs that much without needing a signature.There is no way to reach anyone other than via email.

  Business Response

  Date: 06/10/2025

  Thank you for taking the time to share your feedback, and Im so sorry for the frustration and confusion you experienced with your recent order.
  
  We sincerely apologize for the lack of proactive communication around your delivery and assembly details, and for the inconvenience caused by the unexpected drop-off and delayed resolution. Thats absolutely not the experience we want for our clients!
  
  We can confirm that the ***** Sideboard was successfully picked up by ***** on June 6, and the pickup number for reference is CPU2217651531. Additionally, a full refund of $416.12 was processed to your original form of payment on June 9, and youll see that credit back within 5-10 days!
  
  We understand how stressful this situation was and appreciate your patience while we worked through the logistics with our delivery partners. As a small apology for your experience, weve added a $25 Havenly Merchandise Credit to your account that will automatically apply towards your next purchase with us.
  
  We genuinely appreciate your choosing to shop with us, and will continue to make strides in making our ordering experience as seamless as your design experience. Please dont hesitate to reach out if theres anything further we can do to support you - were always here to help!

  Business Response

  Date: 06/23/2025

  Hi ********,
  
  Thank you for the update. We sincerely apologize for the oversight here and have waived the pickup fee for the ***** sideboard. A full refund has been issued in the amount of $83.50, and youll see this returned to your original payment method within 5-10 days, depending on your financial institution.
  
  Again, thanks for your patience and our true apologies for the frustrating experience. If there's anything else we can do to support you, we hope you won't hesitate to let us know!
  
  Kind regards,
  Havenly

  Customer Answer

  Date: 06/23/2025

   
  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:05/04/2025

  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 paid to have mini interior design services for 3 rooms. The project was suppose to start 5/30 and on 5/1, I hadnt heard from the designer so I emailed customer service. They emailed back and said my project was suppose to start 5/1 and my designer would be in touch. I waited until 5/2, emailed them back because I still hadnt heard from any designer and showed them the screenshot of my project start date of 5/30 as the app indicates. I asked for a refund because I dont have time for this and they were untruthful in this first email. Its 5/4 and there has been no response about my design, from my second email, nor regarding my refund. I think this whole thing is a scam and consumers need to be notified of this!

  Business Response

  Date: 05/05/2025

  ******, thank you so much for bringing the recent difficulties you've experienced with your Havenly design project to our attention. We truly appreciate you reaching out.

  
  We reviewed your design project and confirmed that it was scheduled to begin with one of our designers on May 1. We also acknowledge that you have not yet heard from your designer. Please accept our sincerest apologies for experience and the frustration this has caused you. This is certainly not the level of service we strive to provide.

  
  A full refund of your design packages has been processed and is on its way back to you. Additionally, please be on the lookout for additional email follow-up from one of our Customer Experience managers on your open support ticket. We are also investigating internally to understand what occurred in this situation and to prevent similar issues from arising in the future.

  
  Were truly sorry for the disappointment and inconvenience you've encountered. We value your interest in Havenly and would be delighted to have the opportunity to work with you on a future design project.
  

  
  

• Initial Complaint

  Date:04/27/2025

  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.

   
  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.
  

  Thank you for the help. I look forward to using the $100 credit. 
  
  Sincerely,
  
  ***** ******

  April 10. On April 9, I still had not received the *** after requesting it early so the building could approve, so I followed up again. There was no COI, yet the movers tried to arrive nonetheless--so there is a communication breakdown at Havenly.I told Havenly I would be out of town on April 12. Havenly then tried to schedule pick up for April 12.On April 11 I complained that a $100 return fee was unacceptable at this point. Havenly waived the fee. I'd therefore receive the entire refund. Pickup was rescheduled to April 14; I reminded them I would still need a COI.They provided the ***, but not the signed addendum, which they were aware they needed. Pick up was rescheduled to April 25 between 11am and 7pm and I received the addendum. We were good to go.On April 25 I stayed home from the office and never received a phone call. Pick up never occurred.Note that their phone number is merely a recording and I was unable to speak with a human. I'm running out of space.

  Business Response

  Date: 05/02/2025

  *****, thank you so much for your feedback on your recent ordering experience with Havenly.

  
  We've carefully reviewed your interactions with our team about the return of the ******* Dresser and sincerely apologize for the difficulties you experienced. We recognize it took several weeks to resolve your return request and that you contacted us multiple times with updates and reminders about your building's Certificate of Insurance (COI) process. We aim to make returns as smooth as possible, and we truly regret that this wasn't the case for you.

  
  We're pleased to see that as of May 1st, you've agreed to keep the dresser in exchange for a full refund, and you'll be arranging for its removal with your building. We've processed the full refund you disputed with your card issuer, and you should see that reflected soon.
  
  
  We understand you mentioned your building charges approximately $100 for furniture disposal. While we're unable to provide an additional monetary refund beyond the full price of the dresser, we've added a $100 merchandise credit to your Havenly account as a gesture of goodwill.
  
  
  We value your feedback and hope to have the opportunity to provide you with a better experience in the future.

• Initial Complaint

  Date:02/24/2025

  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.

  Hello, I canceled order DXHFE7L1Z10O I still have not received a refund; Please advise about what can be done;

  Business Response

  Date: 02/26/2025

  Hi Denuse,
  
  We apologize for the confusion surrounding your most recent order! I took a peek at your account and saw that youre inquiring about a refund on Order #: DXHFE7L1Z10O for the Judarn Mural from Anthropologie.
  
  When this order was originally placed, our system placed a 'pre-authorization' of $946.01 on your **** card ending in 4042. If your order had been finalized, the pre-authorization hold would have been captured as an actual charge. Since this order was canceled, however, the pre-authorization hold for the $946.01 was released. 
  
  You have not been charged this amount, and the pre-authorization will simply 'fall away' on its own, though it could take 5-7 days for your financial institution to release the funds. This charge may temporarily appear as pending on your online statement in the meantime before finally being removed (see attached screenshot)!
  
  I hope this helps to clarify. Should you have any additional questions or need further assistance though, please feel free to reach out to us directly at ******************************************************.
  
  Kind regards,
  The Havenly Team

• Initial Complaint

  Date:01/09/2025

  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.

  In December - oddly right around the time I started having sinus and respiratory issues - I had a dresser delivered that was riddled with MOLD. In ALL 6 drawers and it wasn't a little bit, it was everywhere. I IMMEDIATELY notified both Havenly and the manufacturer directly to try and get this addressed as this is absolutely a health concern. There has been ZERO attempts to pick up this item that I paid to have delivered by a service. For some reason they mailed a nightstand to my parents house in a whole different state. No idea why. On top of that my media stand was set for white glove service and it was broken and I had to return it. It's been an absolute nightmare as they have limited their only customer service to be via email which takes days to get a response. How is it acceptable for me to have a moldy piece of furniture in my place and there is no attempts to get this removed even after several attempts? I'm now emailing daily to try and get some sort of acknowledgment or support as I'm honestly desperate. I have even asked that they remove all the bedroom furniture and provide me a refund as it's been about a month of this and nothing.

  Business Response

  Date: 01/15/2025

  We are truly so sorry to hear that our vendor shipped out an item that was covered with mold, and we absolutely understand how frustrating this has been. While we rely heavily on our partner vendors to assist us in delivering the best experience possible when it comes to delivering items, we do sincerely apologize that there have been communication issues that have further contributed to your negative experience. A senior member of our Client Experience team was able to step in to get your issues resolved ASAP, and we look forward to continuing to help! 

• Initial Complaint

  Date:12/18/2024

  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.

  This is NOT regarding the quality of any products ordered. This is 100% based on customer service. I placed an order for a custom sofa and ottoman through Havenlys Interior Define website. I then had an issue (on my end) with the form of payment I used and attempted to reach customer support to get help. I tried to use the live chat on their website, but it was an automated system that ended the chat each time I requested help with my existing order, despite being prompted to use the chat to speak with a real person. This seemed very deceptive. When I called the number from my order confirmation email I had the same issue. The automated line hung up on me each time I followed prompts to get help with an existing order. I had no choice but to fill out a form and wait for an email back where I was informed that they dont even have the ability to take calls, despite my multiple requests to speak with someone. Why even have a customer support line then? It was very alarming that I was not able to get a single person on the phone, considering I am spending thousands of dollars with this company. Because of this lack of transparency and communication I started worrying that I was being scammed and would have to dispute the charge with my bank. While my issue did end up being solved via email, it should never be this difficult to access customer support. I was asked by ********************** to rate the support I received, but when I tried to submit my comments they wouldnt even go through.This business needs to remove the customer support phone number and live chat claims from their website and customer emails if they cannot deliver that type of support. I am only seeking transparency for future customers.

  Business Response

  Date: 12/19/2024

  Thank you so much for taking the time to provide this feedback regarding your experience with both Havenly and Interior Define! We are truly so sorry for the inconveniences you encountered with our ***************** Interior Define has, regrettably, been experiencing issues with the Live Chat feature on the site. The Interior Define engineering team has been working diligently to solve this error that is ending Live Chats before they are successfully helped, and we do appreciate your screenshots here that we can share with the team. 

  As for not being able to reach someone by phone, we absolutely hear you! We are a very small team, and have been working on solutions to best aid our clients in the way they prefer. We do apologize that our team member let you know they were unavailable for a phone call without then connecting you with a team member who could give you a call. At the moment, we schedule calls with clients as needed, and our team members who are unavailable to help via phone should always be connecting you with a team member who is able to give you a call, so we thank you for bringing this to our attention as well. 

  Our team was able to successfully cancel and fully refund your original order, as well as provide a discount code to replace your new order. If there is anything else we can do to assist you, please don't hesitate to let us know. 

• Initial Complaint

  Date:12/09/2024

  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 ordered some lipsticks advertised as smudge proof, no transfer, long wearing. They are none of that. I immediately reached out to the company via email to request return instructions per their return policy shown on the website. I have contacted them 5 times by email and about 3 times through the contact us page on their website and have gotten NO response! If the 30 day return window is exceeded I imagine THEN I will hear from them. VERY POOR CUSTOMER SERIVCE! False advertising. Dishonest marketing and failure to perform their own promises to ensure customer care and satisfaction

  Business Response

  Date: 12/10/2024

  We are so sorry to hear about these issues you have experienced! However, we believe this is meant for another business as we do not sell lipstick, nor do we have any emails in our system coming from your provided email. We do hope you receive the assistance you need from the business your lipstick came from. 

• Initial Complaint

  Date:11/15/2024

  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 am filing this complaint due to Havenlys complete lack of assistance and follow-through on a critical issue with my order. I placed a substantial order totaling nearly $18,000, and despite selecting the correct delivery address during checkout, Havenly sent my order confirmations with the wrong address. I contacted Havenlys support immediately to correct this error and prevent items from being shipped to the wrong location. However, it has been over 24 hours since my initial outreach, and I have received only one partial responseno solutions or steps to resolve this have been communicated.I have repeatedly emailed Havenly with updates as I receive tracking numbers from multiple vendors (Pottery Barn, PB Teen, The Citizenry, Wayfair, and others). Because Havenly has yet to act, I have personally contacted these vendors to attempt address changes, only to be told they can no longer do so. Now, only the shipping carriers can update the address, but per ***** and *** policies, only Havenly, as the shipper, can initiate those changes. I have provided Havenly with all the tracking numbers and vendor details needed to resolve this, but I have still not received any follow-up.The lack of communication from Havenlys support team has cost me hours of sleep, significant stress, and loss of time as I try to prevent high-value items from being sent to the wrong address. I have also lost time coordinating with each vendor and carrier because Havenly has not taken responsibility. With no phone support or rapid response system, I am left in an unacceptable situation without confidence that my order will be handled properly.Havenlys failure to act, lack of prompt responses, and inadequate customer service on such a substantial order is unacceptable. I am requesting immediate action to update the shipping address on all my orders.

  Business Response

  Date: 11/22/2024

  Thank you so much for taking the time to provide us with this detailed feedback about your Havenly order experience! We are truly so sorry about the issue with the incorrect address and everything that followed. While several members of our team have had a hand in this, our Client Experience Order Manager has since been in touch with you to get all of your orders correctly updated, as well as upgrading shipping at no cost where it was eligible. She will stay in touch with you throughout the remainder of your order timelines to ensure you have all of the information necessary! 

• Initial Complaint

  Date:09/18/2024

  Type:Customer Service 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.

   
  Complaint: 22303138
  
  I am rejecting this response because: Yes, "they have been in touch by email," responding to the countless emails I sent them regarding my order since they do not have a phone number!!!!!! They do not get brownie points for responding to my emails. 

  No they did NOT attempt to "reach me by phone on September 18th!!!!" I literally was standing with my phone in hand when their email came in that they had tried to reach me. I did not get a phone call, I did not get a missed call, I did not get a voicemail. When I emailed back I received a lame response about them having trouble with their phone system. Nonsense!

  Meanwhile, I sent them another email with the screenshot from my order on their website which says my curtain panel was shipped on September 12th! They apologized for the technical issue, and have brought it to he attention to someone or another at their company.

  Now they say it will be shipped on September 23rd, causing me further inconvenience as we will at that point be en route to our house in *******. Luckily they were able to change the shipping address to *******, but this really has been a headache and has taken up a ridiculous amount of my time.

  I will believe it when I see it!  I am not closing this case until the item is actually delivered to the correct address in ********

  I hope that is the case and I will never deal with this company again. I have never experienced such non-existent customer service. What kind of a company literally does not even have a phone number? 

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

  Business Response

  Date: 09/19/2024

  Thanks so much for taking the time to let us know about this. We're so sorry about the frustration with your order from The Inside!  
  
  After reviewing your case with our team from The Inside, we confirmed that the team has been in touch with you by email on several occasions on September 17 19. A team member attempted to reach you by phone on September 18 and followed up with an email to arrange a better time for a conversation. 
  
  As of September 19, we confirmed that your order is scheduled to ship by September 23, and we provided the tracking information from our shipping partner. We also verified your updated shipping address with them. We understand your concern regarding the tracking information not reflecting the correct address, and were actively working to share confirmation of the updated address with you ASAP. 
  
  We genuinely regret any inconvenience this situation has caused. Please know that were committed to improving our communication and ensuring a better experience for you in the future.