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Business Profile

Home Décor

Greentouch USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Décor.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We purchased an electric fireplace (model 1408FM-23-273) in 2022 and loved it. Unfortunately, the heater is no longer working and we need a replacement part. The problem is we cannot contact the company. The service number in the manual is no longer in service and there is no other number listed on their website. I found a number through a web search and it tracks to a ******* message saying they can't be reached. I've tried sending a message on their site and through their Instagram page, and have not been contacted. I just want to order a part.

  • Initial Complaint

    Date:11/20/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 fireplace tv stand and it no longer blows heat . I have not even had it for a year . Model number KDI-***** Serial Number : *************. The company has not gotten back to me I have called and emailed

    Customer Answer

    Date: 11/20/2024

    I did finally get a response from the company please disregard the complaint 

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 TV stand with fireplace been trying to contact them to see if I could buy the fireplace piece that blows heat out cause mine was reading e1 and want blow heat.and know has returned my call yet. I've left several messages.

    Business Response

    Date: 09/17/2024

    ********,

    Thank you for your submission to the BBB. We apologize for any lack or or delayed response. Our team underwent significant restructuring in 2024 and response times were lacking. Our auto prompts encourage customers to email ****************************************** and include proof of purchase, details and supporting images that may be helpful. 

    Based on the complaint details you need assistance with an E1 code. Our team is happy to troubleshoot that code with you and/or provide you with a replacement heater. A team member will be in touch with you today to walk you through next steps.

  • Initial Complaint

    Date:04/22/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 48 bathroom vanity from Lowes which was manufactured by Greentouch Home/Home Insights Furniture (model number: 3116VA-48-242-900L) on February 9, 2024. It was professionally installed on February 19, 2024. After two weeks of use, the sink started to show scratches. (I have no idea who the scratches started as I didnt do anything to damage the sink.) I contacted ***** who said they contacted Greentouch and that there was no replacement sink available. I paid $1,000 for the unit and $800 to have it installed. ***** said I needed to bring the whole unit back to the store for replacement. Obviously this is cost prohibitive for a part which is clearly defective.I contacted Greentouch Home/Home Insights directly on March 29, 2024 to see if they could provide a replacement sink. On April 3, 2024, they responded with a request for additional information (receipt and photos of the scratches attached). I responded the same day and have not heard back since.I followed up again on April 9 and April 17. Again, no response. Their warranty states: The manufacturer warrants this item against defects in materials and workmanship for a period of one (1) year from the date of original retail purchase. This warranty applies only to the original purchaser. They have made no attempt to replace the defective sink nor provide any additional response. I am requesting the Better Business Bureaus assistance as the manufacturer is clearly ghosting me and avoiding their responsibility to replace defective parts.Thank you for you assistance. *************************** *************************** ************ ****************************************

    Business Response

    Date: 09/17/2024

    Mr. *******,

    Thank you for your submission to the BBB. We apologize for any lack of or delayed response. Unfortunately, you are caught up in a transition period between the two companies mentioned in your complaint. One was the retailers previous vendor of record and the other is the retailers current vendor of record. While you rightly feel as if both parties are "ghosting" or avoiding the responsibility, I assure you that's not the case and can only offer apology from the company I represent. 

    Please check your email today for correspondence from ******************************************* I look forward to providing you with a reasonable resolution to your scratched sink.

    Kind Regards,

    *******

    Customer Answer

    Date: 09/24/2024

     
    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:04/17/2024

    Type:Delivery Issues
    Status:
    Answered
    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 03/06/2024 purchased a console fireplace from BIG LOTS. When putting the parts together the screws came loose from part (F) causing the glass to the front of the fireplace to fall and shatter (R) 1734FM-36-Glass Front. I emailed the company, as they state to do in the manual. I received a generic response on 04/01/2024. I have not received any response from the company since. I have also called the company several times and have left several messages to which I have also not received any correspondence. I need replacement pieces for (F) and (R) to be able to put the fireplace together as part (F) the holes are stripped and the glass front has shattered. I also need screws and wooden dowels parts (AA) and (DD).

    Business Response

    Date: 09/17/2024

    *******,

    Thank you for your submission to the BBB. We apologize for any lack or or delayed response. Our team underwent significant restructuring in 2024 and response times were lacking. I was able to find that you emailed ******************************************************************** and included proof of purchase, details and supporting images. All of that is helpful! 

    Please be advised a team member will be in touch with you today via email reply. Again, we apologize and look forward to answering your request for support.- *******

  • Initial Complaint

    Date:04/11/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 RiverBrook Fireplace w/o bluetooth (SKU:1497FSO-26-225-SET) tv stand with fireplace insert for my daughter on June 6, 2023. Order number - 579-134864 On December 27, 2023 I sent an email with pictures to the customer service email address addressing the issue of the faux brick insert panels that were coming apart. I received an email on January 4, 2024 from *********************** indicating she reviewed my issue and said she would contact the engineering team for a resolution.After many emails on my part without a response, ******* finally contacted me on March 5 and said they had a solution. A roll of double stick tape.On March 26, ******* said the tape was ordered and should be delivered the next day. It was never delivered.On April 2, ******* sent instructions to install the tape that was never received.On the same day, she sent another email that inserts were available and she would have them sent out.Since then she has not responded to repeated calls and emails.I am requesting the inserts be sent to my daughter in ************, ******* as directed to *******.

    Customer Answer

    Date: 05/13/2024

    How is their non response reflect in their rating?

    Does my complaint appear on your website for others to see?

    Thank you

  • Initial Complaint

    Date:01/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 tv stand with a built in fireplace today 1/13/2024. When I got home and plugged in the fireplace the unit would not turn on at all. I was told the company that made the unit no longer makes them. It is really disturbing that you can sell a discontinued and faulty unit in stores just for customers to get home and find out there's no other solution than to return the product. I would like a replacement part and a refund for not only the physical energy spent carrying the heavy unit but the mental stress caused by it not functioning in day of purchase. Replacement part in the manual is part# KDI-02-26-M.

    Business Response

    Date: 09/17/2024

    *****,

    Thank you for your submission to the BBB. We apologize for any lack of or delayed response. Our team underwent significant restructuring in 2024 and response times were admittedly lacking. I am unable to find record that we received a call or email from you. The good news is that based on the complaint details you need replacement part number KDI-02-26-M. That part is active and available in our inventory! A team member will be in touch with you today via email to walk you through next steps.

     

    Kind Regards,

    *******

  • Initial Complaint

    Date:12/19/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Bought a tv stand fireplace that the heater never worked.Promised a replacement heater and over and over was told on back order. It's been well over a year and no heater

    Customer Answer

    Date: 01/23/2024

    The company sent us a new heater for our fireplace. It works great thank you for helping us finally get what we paid for! 

  • Initial Complaint

    Date:12/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Vanity from Lowes. After getting the Vanity there were a few parts that were damaged. I reached out to Lowes Product Support as mentioned in the Instruction. They have had no luck with the Manufacturer returning there emails or calls. I have called them and left voicemails and sent multiple emails with no response. I am still have no resolution to the replacement parts I am needing and now Lowes no longer carries the product I have purchased for my bathroom remodel. I have proof of emails from lowes as well as what I have sent. If this is not resolved my next step will be to take legal action.

    Business Response

    Date: 09/17/2024

    Mr. *****,

    Thank you for your submission to the BBB. We apologize for any lack of or delayed response. Unfortunately, you are a customer caught up in a transition period between two vendors of record with the retailer you purchased the vanity from. Although Greentouch Home, Inc was the original manufacturer vendor of record, the two parts you needed; 1541VA-60-201 DOOR SET and 1541VA-60-201 LARGE DRAWER FRONT were not available in our replacement part inventory therefore we could not support your request for parts.

    We apologize the retailer did not originally redirect you to alternative support. Please check your email today for a correspondence from ******************************************************************** for additional information.

    Kind Regards,

    *******

    Customer Answer

    Date: 09/18/2024

     
    Complaint: 20996348

    I am rejecting this response because:

    The issue has not be resolved...all I got was excuses. I have been trying to get this resolved for over a year. Started on July 23. To say that you still don't have the replacement parts is inexcusable. Especially since the product I bought is STILL for sale at the retailer I purchased from. I want these parts sent to me. I have gone to retailer and they tell me to reach out to manufacturer. This is a large bathroom vanity and is not something that is easily returnable.


    Sincerely,

    **** *****

    Business Response

    Date: 09/18/2024

    ****,

    In our recent email correspondence you requested I follow up with contacts I have at the retailer and with other business associates who can obtain resolution for you. That process started today and an update will follow.

    Thank you,

    *******

     

  • Initial Complaint

    Date:11/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 two electric fireplaces 18 months ago. I need an electric heater replacement for both of them already. The company seems to be ghosting me. Not able to reach them through any of their recommended sources. They do not return calls, nor emails. The replacement heater is from ********, making it impossible to resolve this on my own. No service after the sale. Keep this company at it's current level of "Poor". Maybe this will help others to prevent my experience.

Greentouch USA, Inc. is NOT a BBB Accredited Business.

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