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:06/26/2025

  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 over $4,000 of merchandise from these scammers. The items showed up to my house and do not match the description that they were labeled with on the website. I explained they need to take the items back because it doesnt match the description that I was sold and wont work with our decor. The company is saying they will do an exchange for something else and thats all they will do. Ive explained that is BS because this is a situation THEY created by selling THEIR products with descriptions that dont match what they are actually ********** NOT BUY ANYTHING from this company. They will make a mistake that effects you then do nothing to fix it. They will do anything to keep your money.

  Business Response

  Date: 06/30/2025

  Hello Liam,
  
  Thank you for contacting us and sharing your concerns about your recent purchase.
  
  We have reviewed your order thoroughly with our Product Manager and confirmed that the correct switches in the color Polished Brass were sent to you, as described on our website.
  
  If the items you've received do not match your expectations or align with your decor preferences, we invite you to initiate a return using the following convenient online link: *************************************************. Please also refer to our return policy for additional guidance: ******************************************************.
  
  Additionally, we would be happy to send you sample plates so you can review and confirm your preferred finish. Let us know if you'd like us to proceed with sending these samples.
  
  If you have any further questions or need assistance with the return process, please feel free to reach out.
  
  Sincerely,
  Residence Supply

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23523874
  
  I am rejecting this response because:

  Im not disputing whether or not Residence Supply sent me the products that were advertised as polished brass. Im initiating a dispute because they were sold as having a polished finish and yet they have a matte brushed finish. Thats a big deal when were talking about people spending thousands of dollars on your products. The website description has since been changed from polished brass to just brass. So clearly you guys realize that it was not listed the right way to begin with. I dont think I should be penalized with your 50% restocking fee because a product was mislabeled on your website. All I am asking is that you rectify the issue by taking back the brand new, unused products and sell them to someone who wants what you are actually offering. 95% of the items have not even been opened, and everything is in perfect condition.

  The issue is Residence Supply made an advertising mistake at the expense of a customer and does not care and refuses to own it. The only offer on the table currently is for Residence Supply to keep 50% of the order total ($2,000). That is clearly not right.

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

  Business Response

  Date: 07/21/2025

  Hello Liam,
  
  Thank you for reaching out again regarding your concerns about your recent order. We have carefully reviewed your order details and have confirmed once more that the items shipped to you match the correct finish as indicated on your original purchase.
  
  We understand the importance of selecting the correct finish, especially for significant purchases, and we want to assist you in making a satisfactory decision. As a next step, we would be pleased to send you sample plates that represent the available finishes. This will allow you to physically inspect and verify the finishes firsthand before making any further decisions. Please confirm if you would like us to send these samples to your address.
  
  For detailed information regarding returns, exchanges, and applicable policies, please review our return policy at: ******************************************************. This policy outlines the guidelines and procedures clearly to ensure transparency and a smooth experience for all our customers.
  
  If there is anything else we can do to assist you or clarify further, please feel free to let us know.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23523874
  
  I am rejecting this response because: 

  The items sent to me were listed on the Residence Supply website as polished brass. The items shipped from the factory in ***** and the packaging that they showed up in literally says Color: Golden-B. See the attached photo. Every item is labeled that same way. If the Residence Supply website described them that way then we would not be in this situation.

  
  Residence Supply is clearly drop-shipping products from *****. It seems likely that they dont bother to actually familiarize themselves with the products before they list them for sale on their website. I surmise that because nobody in their right mind who saw what I got in person with their own eyes would describe the items as polished. Polished is a universal adjective in the English language and doesnt have multiple meanings that conflict. It generally means smooth, shiny, reflective. The items I received are a matte brushed brass finish, literally the exact opposite of polished.
  
  
  Residence Supply seems to think its okay to just make up their own definition for the adjectives they use to describe the products on their website. Even if the way they choose to describe something is the exact opposite of the way the item actually is. I think thats wrong. Residence Supply maintains that they did nothing wrong, and that they owe me nothing more than an exchange for one of their other products, or a return with a 50% restocking penalty. Even though all the items are all brand new, unused, all in the original packaging and 95% havent even been opened or even taken out of the main shipping box.
  
  
  I am not the kind of person that will just accept this kind of treatment. The kind of companies that behave this way only care about taking your money, and they dont care at all about doing the right thing or owning their mistakes. Residence Supply sold me stuff that even the non-native English speakers in ***** were able to describe accurately on the packaging, and yet Residence Supply couldnt describe the items properly in their listing. 
  
  
  Im not a lawyer, but I think Residence Supply did something illegal, false advertising. Even if it costs me more money I will continue to pursue this issue until Residence Supply is made to do the right thing. Hopefully by the end of this they will learn that they cant just s**** over their customers by advertising their products however they want, especially with adjectives that are the EXACT OPPOSITE of what the product actually looks like.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/24/2025

  Hello Liam,
  
  As previously stated in our earlier communications, we have reviewed your order thoroughly and confirmed that the items delivered to you match the finish that was clearly specified and selected by you during your original purchase. Furthermore, it is important to reiterate that because these switches were specifically customized according to your specifications, they are categorized as non-returnable and non-refundable products, as explicitly indicated in our Return Policy.
  
  In our previous communication, we also proactively offered to send you a sample switch in an alternative color to assist you in determining whether another finish might better align with your specific aesthetic preferences and requirements. We remain willing and prepared to provide this sample if you decide you would like to examine a different finish more closely.
  
  In response to your mention of the packaging labeled "Golden-B," we want to clarify that this designation does not indicate the actual color or finish description. Instead, "Golden-B" is an internal reference known as the Stock Keeping Unit (SKU). An SKU is a unique identifier used extensively in inventory management to track and differentiate products effectively within our system. It is purely a logistical identifier and does not necessarily reflect the descriptive finish as listed on our website.
  
  We encourage you to review our Return Policy comprehensively for any additional clarifications regarding customized product orders, return eligibility, and related procedures. You can find detailed information here: ******************************************************.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23523874
  
  I am rejecting this response because:

  This is very simple. The items I ordered were labeled as polished brass. The items I received are matte brushed brass.

  Therefore, the items I received were improperly advertised. No matter how many times you repeat that the items I received are what I ordered, it will not change the fact that they do not physically match the description Residence Supply used to sell them.

  Thats called false advertising. The fact that you changed the ad on the website after this came up is evidence that you know it wasnt correct to begin with.

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

• Initial Complaint

  Date:06/19/2025

  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 5 items from Residence Supply. Two of them do not work and are defective. I tried to return them through the company's online portal, which does not work at all once you go through all the steps. I emailed their returns support team and received no response. I emailed another support email and they are not responding either. Their return policy on their website states that Residence Supply will pay for a return label for defective products (which mine qualify as) and that will issue a full refund within 30 days (which I am in this window). I attached photos and a video in the emails I sent them to show the defect. They are not responding to me or honoring their return policy. I also tried to reach out through their instagram page (how I found the company) and they did not respond and actually blocked me on instagram. I found a reddit thread on r/scams talking about this company where many others have been ghosted and ignored and were unable to make any returns with Residence Supply. Link to return policy for reference ******************************************************

  Business Response

  Date: 06/20/2025

  Hello ******,
  
  Thank you very much for reaching out and sharing your detailed concerns with us. We genuinely apologize for any inconvenience you've experienced regarding your recent order, and we truly appreciate your patience and understanding as we work to resolve this matter promptly. Please refer to our return policy here: [******************************************************](******************************************************) for detailed information on our process. As mentioned in our policy, we will thoroughly assess the photos and videos you've provided and subsequently offer a replacement for defective items.
  
  We've carefully reviewed your case and can confirm that our team has indeed been responsive to your emails. To ensure transparency and to assist you further, we've attached screenshots of the replies we've previously sent addressing your concerns. These screenshots clearly demonstrate our ongoing efforts to communicate effectively and address your issue.
  
  Additionally, we want you to know that we've already escalated your issue directly to our Product Manager, who is actively investigating the defects you've reported. Your detailed photos and video have been shared to expedite this process and facilitate a comprehensive review. Rest assured, our Product Manager is committed to identifying the root cause and finding the best possible resolution promptly.
  
  Your satisfaction and trust are extremely important to us, and we're dedicated to resolving your concerns thoroughly and swiftly. If you have any further questions, require additional support, or if there's anything more we can do for you, please do not hesitate to reach outwe're here to assist you every step of the way.
  
  Thank you again for your patience, cooperation, and understanding. We look forward to resolving this matter to your satisfaction as soon as possible.

• Initial Complaint

  Date:06/06/2025

  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 am disputing a charge for a chandelier I purchased from a retailer based in *****************. The chandelier was advertised as a luxurious high end piece made with premium materials and elegant design. What I received instead was a completely different product that looked and felt extremely cheap, made with low quality materials, and shipped directly from *****. The retailer never even opened or inspected the package before sending it to me.When I reached out to customer service they refused to take full responsibility. I was told that the best they could offer was a partial refund with no guarantee it would be issued. They said any refund would be decided by the manufacturer, not the retailer, and would be subject to an inspection process that I had no visibility or control over. The final refund amount would be determined entirely by the manufacturer at their ************* make matters worse I found the exact same item on ****** for one fourth of the price I paid. This confirmed that the product I received was not only misrepresented but also severely overpriced.This was one of the worst purchase experiences I have ever had. I was completely misled by the product listing and received an item that did not match the description in any way. The customer service was unhelpful and dismissive. The entire situation felt like a bait and switch. I am requesting a full chargeback for this transaction.

  Business Response

  Date: 06/23/2025

  Hi ******** ***,
  
  Thank you for reaching out and sharing your concerns.
  
  Wed like to clarify a few important points regarding your recent chandelier purchase from Residence Supply. All of our lighting fixtures, including the one you received, are designed and manufactured in-house at our own facility. We do not source or ship products from third-party sellers or platforms such as ******, and we take pride in ensuring each item reflects the quality and craftsmanship represented on our website.
  
  We were surprised to learn of your dissatisfaction through this chargeback, as we did not receive any direct communication from you regarding your concerns. We would have appreciated the opportunity to address the issue promptly and offer supportwhether through a return, exchange, or further clarificationhad you contacted our team directly via email or phone.
  
  Additionally, we encourage you to review our return policy here: ******************************************************. It outlines the steps and conditions for initiating a return or refund.
  
  We take all customer feedback seriously and are committed to providing transparent and responsive service. If you'd still like to discuss the matter with us, we welcome the chance to make things right.
  
  Sincerely,
  Residence Supply

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23435526
  
  I am rejecting this response because:

   
  Complaint: 23435526
  
  Thank you for your response.
  I am rejecting your explanation for the following reasons:
  
  Despite your claim that products are made in-house, the chandelier I received had multiple Chinese labels and was shipped directly from *****. This contradicts the description on your website.
  
  I attempted to resolve this through your customer service via phone on several occasions, but no viable solution was provided. I was not even offered a return label.
  
  There is growing evidence online that supports concerns about your business practices, including fraudulent claims of product origin. Please see the following references:
  Better Business Bureau Complaints: **************************************************************************************************************************************************
  Reddit Discussion on Scam:*********************************************************************************************************************
  
  Unless this issue is resolved through a full refund to my original payment method, I will be left with no choice but to escalate the matter. I am prepared to have my legal counsel pursue both civil and criminal actions if necessary.
  
  ******** ***
  
  Sincerely,
  
  ******** ***

  Business Response

  Date: 06/30/2025

  Hello ******** ***,
  
  Thank you for reaching out again regarding your recent order. We understand there has been continued confusion regarding this matter.
  
  The chandelier you received did indeed include Chinese labels because it was shipped directly from our overseas factory, where we also produce certain items. We apologize for any misunderstanding this may have caused.
  
  Regarding your request for a refund, our records indicate that a chargeback has already been opened with your bank. Unfortunately, once a chargeback is initiated, our system restricts us from issuing refunds directly, as the funds are no longer in our possession and are currently held by your financial institution. To proceed with a refund, you'll need to coordinate with your bank regarding the chargeback status.
  
  Additionally, concerning the return label, please refer to our return policy here: ******************************************************. Our policy clearly states that customers are responsible for return shipping costs unless the product is covered under warranty or deemed defective.
  
  We appreciate your understanding in this matter and encourage you to reach out if further assistance is needed.
  
  Sincerely,
  Residence Supply

• Initial Complaint

  Date:04/06/2025

  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.

  I ordered ceiling lights from Residence Supply based on the product description provided on their website. Upon receiving the lights, I discovered they did not match the installation description lights did not include a ground wire. Because of these discrepancies, my licensed electrician refused to install them, citing safety concerns.I attempted to contact the company multiple times via email in order to resolve the issue. They initially asked for photographs and before I could send them over reported the product manager reviewed and denied my claim. I responded with photographs of the item and have not received a response since. As a customer, I believe I am entitled to a resolution, especially given that the product was not as described and cannot be used. I am requesting a full refund.

  Business Response

  Date: 04/07/2025

  We have reached out to the customer and sent a Return Label - once received from our Warehouse - we will proceed with the Full Refund.
  
  Attached is the message we sent the customer for reference.

• Initial Complaint

  Date:03/18/2025

  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.

  Ordered 3 identical switches to see what finish I would like best, schedule a return for 2. When opted, I chose an incentive that gave me a store credit slightly higher than refund amount. After the return was shipped, they refused to acknowledge receipt of the items even though the **** showed it as delivered to the proper address. Over 2 months of arguing only to get the same single sentence response that made no sense. When I tried communication it seems all communications are directed to boiler rooms or chats. Worst experience I have had in a long time.

  Business Response

  Date: 03/19/2025

  Hello *****,
  
  Thank you for reaching out and bringing this matter to our attention. I completely understand your frustration, and I'm sorry this return has caused confusion and inconvenience for you.
  
  Our Warehouse Manager has thoroughly reviewed your case and confirmed that while the **** tracking shows delivery to an agent, the returned items never arrived at our warehouse. According to our Return Policy (screenshot attached, or viewable here: ******************************************************), we require physical receipt of returned items in our warehouse to process refunds or store credits.
  
  Additionally, once a chargeback is opened, we're unable to issue refunds or store credits. However, if you're able to contact your bank and cancel the chargeback, we'd be happy to apply the agreed-upon store credit promptly to your account.
  
  We genuinely appreciate your cooperation and would like to resolve this positively for you. Please let me know once you've spoken with your bank, and we'll gladly take care of the rest.
  
  Thank you again for your patience and understanding.
  
  Sincerely,

  Residence Supply

  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23084133
  
  I am rejecting this response because:

   

  I do not believe this package "never arrived" it clearly stated that it was delivered to an agent at their address. I do not trust the company will grant my store credit because they have not been accomodating or adhering to basic business principles since this started. This has cost me a lot of time and I am not getting compensated for that. I will only respond to a credit in my account along with a formal recognition how awful and unfair this has been for the customer.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/20/2025

  Hello *****,
  
  Thank you again for reaching out and expressing your concernsI completely understand your frustration, and I sincerely apologize for any inconvenience this entire situation has caused you. We genuinely strive to provide excellent service and timely resolutions, so it's disappointing to hear that your experience has not matched those standards.
  
  Regarding the delivery of your returned items, **** tracking indicates delivery to an agent; however, our Warehouse Team has thoroughly double-checked our inventory and confirmed that nothing matching your tracking number has been delivered to our warehouse. This discrepancy suggests **** may have delivered your package to a different location or third-party agent unrelated to our company.
  
  As previously mentioned, we are currently unable to issue a store credit or refund while there is an active chargeback associated with your order. The reason is that once a chargeback has been initiated, the funds are no longer in our possession and instead are held by your bank pending investigation. Unfortunately, we do not have the authority to process any credits or refunds until the chargeback dispute has been fully resolved.
  
  To expedite this process and help reach a resolution as soon as possible, we kindly recommend contacting your bank directly to discuss canceling or resolving the chargeback. Once your bank confirms the chargeback has been closed, we would be more than happy to promptly issue the store credit agreed upon initially.
  
  Please refer back to my previous response, and feel free to review our Return Policy again at the following link for more details: ******************************************************.
  
  We appreciate your patience, cooperation, and understanding throughout this matter. Should you have any further questions or require assistance in communicating with your bank, please do not hesitate to let me know. I'm here to help.
  
  Warm regards,
  Residence Supply
  

• Initial Complaint

  Date:02/20/2025

  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.

  Order date: 11/4/2024 Order total: ******* Total items purchased: 3 Items being disputed: 2 (Stellare Outdoor Floor Lamp 12" $218.25, Stellare Outdoor Floor Lamp 15.7" $261.75)Issue in question - two of the three items ordered (both Stellare Outdoor lamps) were falsely advertised. The merchant acknowledged that in way of allowing a return without a restocking fee however are stating that only damaged items are eligible for merchant paid/covered shipping. To ship the items back would be around ~$200.00. To require me to incur any costs to return their falsely advertised items is undue burden. Had they appropriately advertised/marketed the items in questions, I would not have ordered them in the first place.

  Business Response

  Date: 02/21/2025

  Hi *****,

  
  I understand your frustration, and I appreciate the opportunity to clarify our return policy. We do our best to provide accurate product descriptions, and Im sorry to hear that the Stellare Outdoor Floor Lamps did not meet your expectations.

  
  As stated in our Return Policy (******************************************************), return shipping costs are the responsibility of the customer unless the item is damaged, defective, or covered by warranty. We do provide return labels for items that arrive damaged, but unfortunately, this does not apply to returns based on preference or advertising concerns.

  
  Additionally, since a chargeback has been opened, we are unable to issue a return label or process a refund on our end. Chargebacks are handled directly by your bank, and any resolution will need to go through their process.

  
  I appreciate your understanding, and if you have any further questions, feel free to reach out.

  
  Sincerely,

  Residence Supply

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22967933
  
  I am rejecting this response because: Residence Supply falsely advertised the items in question. Despite this clear misrepresentation, they are refusing to take responsibility and are requiring me to pay approx. $200 in return shipping, citing their return policy.
  
  Their response states: As stated in our return policy, return shipping costs are the responsibility of the customer unless the item is damaged, defective, or covered by warranty. However, this item was not damagedit was falsely advertised. Their return policy is irrelevant here because this is not a standard return based on preference or 'marketing concerns'; it is a case of deceptive business practices. Any agreement to this policy as a consumer, becomes null and void when the merchant falsely and illegally marketed the items in question. 
  
  Residence Supply must cover the full cost of return shipping and issue a full refund. Anything less is an attempt to offload the financial burden of their false advertising onto the customer. 
  
  The referenced chargeback is in fact not open, it is closed with a new charge to the original credit card, on 1/14/2025 (transaction reference number, ******************) so Residence Supply still bares responsibility of resolving this issue. 
  
  ***** ******

  Business Response

  Date: 02/24/2025

  Hi *****,

  
  Thank you for sharing your concerns. I sincerely apologize for the frustration this has caused, as that is not the experience we want for our customers. We understand how important it is to receive products that meet your expectations, and we want to ensure that this situation is resolved properly.

  
  To address your concerns, we will be providing you with a return label so that you can send the item back at no cost to you. Once we receive the return, we will process the appropriate resolution as quickly as possible.

  
  I truly appreciate your patience throughout this process. We value your feedback and take matters like this seriously, as we always aim to provide the best service possible. If you have any questions or require any further clarification, please dont hesitate to reach outI am more than happy to assist.
  Looking forward to your response.

  
  Sincerely,

  Residence Supply

• Initial Complaint

  Date:02/18/2025

  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 have ordered several times from this company....they take your money and market your shipping time as ***** days. Do NOT BELIEVE IT. I have order # ******* that they say was refunded in the amount of $**********'s been over a month and all the off shore customer service can say is "Call your bank please". Another order Its been over 30 days and I still DO NOT HAVE. Order #*******. I have tried to cancel it and they make excuses saying it's in shipping, but can't send shipping info. Bad business, bad model, lies about your refunds, lies about shipping times.

  Business Response

  Date: 02/19/2025

  Hi ******,

  Upon reviewing your order history, we can confirm that order #******* was fully refunded on our end for $1,484.06 on January 14th, the same day you placed the order and requested to cancel it. Once we process a refund, it is immediate on our end, but banks typically take 2-5 business days to process and reflect the amount in your account.

  
  If the refund has still not appeared, we strongly recommend reaching out to your bank, as this is beyond our control. Since we do not have access to your banking details, only you can inquire about the status of the refund with your financial institution.
  For your reference, I have attached screenshots confirming that the refund was successfully processed on our end.

  
  Regarding order #*******, we were unable to cancel it because it was already in transit when you requested cancellation on February 3rd. As outlined in our Shipping Policy, once an order has been shipped, it can no longer be canceled. You can review our full policy here: ********************************************************.

  
  If you need further assistance, please feel free to reach out to our team.

   

  Sincerely,

  Residence Supply

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22958637
  
  I am rejecting this response because: I do not have the entire order.  I did just receive a partial order.   Whatever was shipped is still partially NOT here, but I have paid for them weeks and weeks ago.  Further, when I look at the order on the order page, it appears they will NOT ship as they are not longer.  SEE ATTACHED IMAGE.  I am still due $2319 and want my refund for this order *******.  In the image it shows it doesn't even exist any more. but they took my money and haven't shipped it. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/05/2025

  Hi ******,

  Thank you for your message. After reviewing your case, we are unable to process a refund at this time as you have opened a chargeback. Our system does not allow us to initiate a refund while a chargeback is open.

  Upon checking, we have confirmed that your order has already been delivered to you. The following tracking details show the delivery dates:

  January 13, 2025 1ZC1B491YW52008725
  January 14, 2025 420641579300110597203924053344
  January 15, 2025 1ZC1B491YW77457140
  February 6, 2025 4206415792612903269821100130276730
  March 3, 2025 **********

  Please see the attached screenshots for further clarification.

  We recommend resolving the chargeback with your financial institution before we can proceed with any further actions regarding a refund.

   

  Sincerely,

  Residence Supply

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22958637
  
  I am rejecting this response because: I do not have the product I have paid for.  I have supplied the purchases and the product not received and the amounts. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/29/2025

  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.

  1. Their ****** reviews are not real. You are not allowed to post any reviews on them.2. Their return policy is unethical and is scamming people. There has to be some law against a 50% restocking fee for returns.

  Business Response

  Date: 01/30/2025

  Hi Ly,

  
  Thank you for taking the time to share your feedback. Im sorry to hear that you feel this way, and Id like to clarify a few details to help address your concerns.

  
  Our restocking fee helps cover the necessary costs of inspecting, repackaging, and ensuring that returned items are in perfect condition for resale. It also offsets the logistical and administrative expenses involved in processing returns. This policy is clearly outlined on our website, and you can review it here: ******************************************************.

  
  As for our reviews, we encourage customers to share their honest experiences, and we take all feedbackpositive or negativeseriously. We continuously strive to provide the best experience and address any issues brought to our attention.

  
  I truly understand your frustration, and Im here to help if there is anything further we can do to assist with your situation. Please dont hesitate to reach out directly so we can work toward a resolution.

  
  Best regards,

  Residence Supply

• Initial Complaint

  Date:01/27/2025

  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.

  On their ad they display, "Limited time: Get 20% off on 2+ items with code 'BOGO20'.It's clear to most people that "2+" means "2 or more". However, they will not honor this discount. They are trying to "clarify" that the "discount is for 'Buy 2+ items and get 20% off on any second item.'"This kind of false advertising should be reported at least

  Business Response

  Date: 01/28/2025

  Dear ***********,

  
  Thank you for bringing this to our attention. We sincerely apologize for any confusion caused by the promotion details.

  
  Our intention was never to mislead or confuse our customers. To clarify, the ****** promotion is designed as a "Buy 1, Get 20% off on the second item" offer. We will review the wording of our promotional materials to ensure they are as clear as possible moving forward.

  
  We value your feedback and are committed to providing a transparent and positive shopping experience for all of our customers. If you have further questions or concerns, please dont hesitate to reach out directlywere here to help.

  
  Thank you for giving us the opportunity to address this matter.

  
  Sincerely,

  Residence Supply

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22863405
  
  I am rejecting this response because: It is not at all reasonable to think that people are going to think that "2+" means ONLY the 2nd item. The "+" _clearly_ indicates "2 or _more_"!
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 01/30/2025

  Hi ***********,

  
  Im sorry to hear that youre rejecting our response, and I completely understand your frustration. I appreciate you sharing your perspective, and Id like to further clarify the intent of the promotion.

  
  The BOGO20 code stands for Buy One, Get One 20% off, meaning the discount applies to the second item only. I understand that the wording may have caused confusion, and I truly appreciate your feedback, as it helps us improve how we communicate promotions in the future.

  
  If theres anything else I can help clarify or assist with, please dont hesitate to let me know. Im here to help and want to ensure we address any concerns you may have.

  
  Best regards,

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22863405
  
  I am rejecting this response because:

  In no way is "2+" every going to be interpreted by anyone any way except "2 or more". It is misleading to use these two characters in your advertising in this way and then tell the client that "2+" means "only the second item.

  Your continued avoidance to update your website indicate that you are not reliable, and that no one should do business with you.
  
  Sincerely,
  
  *********** ****

• Initial Complaint

  Date:12/09/2024

  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.

  Placed an order for 10 dining chairs on November 4th. I called and left a message on business' phone and followed up with an email to cancel my order on November 12. I got a response saying sorry you can't cancel the order has shipped. Meanwhile, on the website it said ***** wks until delivery. I asked my personal *** if she would be able to cancel as it's not possible that the chairs already shipped. I didn't get a response, wrote again, didn't get a response, wrote again, didn't get a response, and then got a response that chairs were shipped. I said the delay in original response caused me not to be able to cancel before shipment and that wasn't fair. I didn't want to pay to ship 10 chairs back. My *** said I should call them once I receive the chairs and we would figure out payment for the return. Cut to Dec 4, I got a Whatsapp message from a chinese number saying my goods have been put on the ship and provided vessel documentation. I asked what company he was writing from and he said, "Zhongshan research furniture factory" and the chairs are from *******. I told him I didn't order anything from ******* and can he show me what he's sending. He then sent me a picture of the chair I ordered from Residence Supply! So, not only did Residence Supply lie about shipping out chairs already so that I would have to deal with them on arrival (clearly there were not shipped), but they get their chairs from *******! This company lies and is a fraud.

  Business Response

  Date: 12/13/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention, and I apologize for the frustration and confusion you have experienced with your order. I understand how concerning it must have been to receive conflicting information, and I want to address your concerns in full.
  
  First, I want to clarify that we manufacture all of the products we sell directly. We take pride in producing high-quality furniture and lighting in-house. The communication you received from a Chinese number was related to the shipping process; while we do use ******** platform for shipping purposes (as it offers significantly lower shipping costs), we do not source our products from ******* or any third-party suppliers. The products are made by us, and ******* is only used as a logistics partner to handle the shipping. I apologize for any confusion this may have caused.
  
  As stated on our website, the estimated delivery time for the ******* Chair is approximately 3-8 weeks from the order date to delivery at your doorstep. You can find more details regarding the product and its delivery time on the following link: *********************************************************
  
  Regarding your cancellation request, I regret that our response was not clear and timely. When we received your request on November 12, your order had already been processed and shipped. I understand this caused inconvenience, especially given the delays in our follow-up. We aim to respond more promptly moving forward, and I will be taking steps to improve our communication.
  
  As for the return process, we are more than happy to assist with the return of your chairs and will work with you to cover the return shipping costs. Our goal is to make this right for you.
  
  Here is the link to our return policy: ******************************************************
  
  I have also attached screenshots of our return policy, cancellation policy, and shipping time for the ******* Chair for your reference.
  
  Again, I sincerely apologize for the inconvenience you have experienced, and I appreciate your feedback as it helps us improve. If you have any further questions or concerns, please feel free to reach out to me directly. Im here to ensure this is resolved to your satisfaction.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Residence Supply

  Customer Answer

  Date: 01/07/2025

  Again, the store has provided incorrect information as the chairs had not yet shipped when I attempted to cancel. They were incredibly hard to get in touch with once my order was placed and didn't respond despite multiple emails and phone calls to the store's number. The webpage with chair information did NOT say 3-8 weeks until delivery on my doorstep. It said 8-12 weeks for delivery and then when I checked out and paid, it said ***** weeks for shipment. Despite this, when you responded that chairs had already shipped, then in fact had not been shipped. Whether or not chairs are from ******* or you use their shipping services is irrelevant, as the person in charge of loading the chairs on the ship and providing vessel information and loaded goods sent me an email 2-3 weeks after I requested cancellation to say ship has left the port (again with ship documentation). He also provided a picture of the chairs, thus providing absolute proof that I was lied to and the chairs had not shipped weeks earlier when I requested cancellation. The store then tried to cover themselves and contacted me to "explain" and asked to see the Whatsapp message I received. I refused, and they obviously asked the shipping company to reach back out to me and say it was a "mistake". OBviously another lie since I have the shipment documentation and load.

  Business Response

  Date: 01/09/2025

  Dear ******,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration and confusion you have experienced with your order. I understand how upsetting this has been, and I want to address your concerns directly.
  
  First and foremost, we deeply regret the challenges you faced in reaching us and any miscommunication regarding the status of your order. It was never our intention to cause you any inconvenience, and we take full accountability for the situation.
  
  Regarding your chargeback request, we have accepted it as part of our commitment to resolving this matter fairly. While we strive to provide accurate updates and timelines, we understand that we fell short in this instance, and for that, I am truly sorry.
  
  To clarify, we manufacture all of our products directly and oversee the shipping process from our factories. The timeline discrepancies appear to have resulted from miscommunication between our shipping team and third-party logistics providers. However, this does not excuse the lack of clarity provided to you. We will review and improve our internal processes to ensure that such issues do not happen again in the future.
  
  Again, I apologize for the stress and inconvenience caused by this experience. If theres anything further we can do to address your concerns or provide additional assistance, please feel free to let us know. We value your feedback, as it helps us improve for all of our customers.
  
  Thank you for your patience and understanding.
  
  Best regards,
  Residence Supply