Complaints

This profile includes complaints for Exotic Live Edge Slabs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Exotic Live Edge Slabs

  9050 NW 53 St Pompano Beach, FL 33063

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  Exotic Live Edge Slabs

  700 NE 42nd St Deerfield Beach, FL 33064

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:10/11/2024

  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 placed an order with Exotic Edge Live slabs on 6/29/2024 for a custom-built table made of wood and resin. I met with ******, the epoxy artist, and reviewed with him my specific requests several times which he continued to assure me that they would be able to create. I offered a reference pic of a table they previously made. On 7/23, ****** sent me a picture of my table almost near completion. I immediately noticed it was NOT what I requested and reached out to ****** to inform her before the table was completed and that this is not what I requested - it did not meet the specifications we previously discussed. She referred me to the owner, ******* ****, to express my concerns since this was a custom built piece. When I met with ******* on 7/25/24, he assured me that they could build me a new table at no additional cost but insisted that I accept the table for now until they could sell it online. They attached legs (also not the ones I requested) and delivered it on 7/29/2024. It has now been over 2 months and I am still stuck with a table I didnt want. I have asked for a refund or replacement asap, but **** is trying to charge me more money to replace it. At this point, I realize I should never have accepted delivery, but I trusted his word and tried to support a local small business. He is arguing that I received the piece I ordered and as requested. I was upfront with them from the start that this is not what I requested and paid a lot of money for a custom-built table that should be what I wanted from the start. I shouldnt have to wait for this table to sell online before they build me a new table. They did not have a no return policy listed on any of their advertisements and when I asked about it prior to purchasing ****** said there would be no issues with returning if table was not made right. Im hoping the BBB can help me get this right Id either like a full refund or a new custom table built asap to my specifications. Thank you.

  Business Response

  Date: 10/11/2024

  Hello, we are small combat veteran wood shop located here in *************. We hire a lot of local vets and build fine furniture for the public, which in return, it provides therapy to us. We build hundreds of pieces a month and have never had an issue or complaint. We have been in business for over 6 years.

  ***** came into my shop wanting a dining table. She had an example photo of a table we completed on our social media. It was a natural live edge slab with the live edge of the wood inverted inwards. You achieve this by cutting the slab in half in length and flip the live edge in. ****** showed ***** several slabs, wiping down each slab showing the colors of the grain. She found a slab she loved. I have security videos throughout my facility and she was quite happy with the slab she picked out. We cut it down the middle, flipped the natural live edge to be in the center and separated the two slabs to her desired width. We used exactly the same colors as the photo that she had showed us and did the same design. The thing that is different is the natural curvature of the live edge. Each slab has it's own unique live edge. All slabs are like a thumb print- they are slightly different. Again, she chose her slab. After we were completed with the build, ****** sent her photos off of his phone.  He has a cheap phone and the quality of photos were not very good.  That was when ***** got concerned with the coloring.  ****** then sent her photos off her iPhone and since they were better quality, and showed the unique characteristics, she was fine with the table.  When we delivered the table, ***** didn't love it, but didn't hate it either.  She didn't like that the center river wasn't the same shape as the one in the inspiration photo. We could tell she wasn't 100% happy so that is when I told ***** I can post it on my website and sell it and then build her a new one. We want our clients to be happy with their piece. She was fine with that. We posted it on several platforms and have been trying our best to sell it for her. It has been six weeks, so then I offered to build a new table, pick up the table at her house which that requires 2 people, and deliver a new one. I asked If she could help cover 25% of cost of material- I was asking for $500 because the table hasn't sold yet. The cost for the new table would have been about $2,000 for material and the cost of man hours. When we sell the one she doesn't like we will refund the $500. She was very upset and posted this. I am not asking $500 for profit, but simply to use towards material for a new table she wants.  We are a small shop. 

  During this time, I explained that each slab is different and this is the design of the live edge for the slab she picked out. She was going for a lighter wood tone which is one reason why she chose this particular slab. This is a beautiful table. We have a no refund policy posted in two different rooms of our shop. These are custom pieces and we only have so much inventory. When we build river tables, 90% of purchase price goes to the build. 

  The only mistake we made was order a black set of trapezoids for the base and she requested a dark brown trapezoid. I apologized and offered to swap that out. We want our clients to be happy, but they are custom pieces that we build to their requests and they have to be held somewhat accountable as well. 

   

  Customer Answer

  Date: 10/19/2024

  I am a nurse who has taken care of veterans and this is one of the reasons I chose your small shop and tried to support your business. We all have struggles. I put myself through nursing school while working full time and raising three children. I have saved for several years to afford this table. I trusted you, as a veteran, to have honor and integrity and stay true to your word but you keep changing your story. Funny how you didnt mention a refund for my $500 previously. And for the no refund signs .they must be discreetly placed or newly placed as they were not clearly visible the times I visited your shop. Also, if there is a no refund policy, why would ****** then not tell me that when I asked her directly? Yes I picked out the slab of wood to see the shades of grain. In your videos you can see your workers wet the slab to show the contrasting colors. I asked your workers if the slab of wood I selected would allow for enough epoxy to resemble the reference pic I provided. They assured me it would. Your workers have the experience and should have advised which pieces of slab would deliver the desired appearance. From the start, I requested ( multiple times )a lot of color throughout the table and stated that I didnt want just a straight line down the middle. I have never been happy with the table as you stated and reached out to ****** before final coats of epoxy were completed with my concerns. I met with you and voiced my concerns and requested a new table immediately but you persuaded me under false pretenses to take the table. You emphasize that youre a small company but also state that you sell hundreds of tables a month. You also state that rebuilding a table would only cost $2,000. Then why was I charged $3331.07? Seems you have the necessary funds to rebuild a table. Im enclosing pictures for reference - a pic of table they previously created which I showed to ******* ******* and **** and then a pic of what I got.  Also enclosing recent text from **** asking for more money $500 with no mention of refund. As a veteran, I would expect you to have decent morals and character and stay true to your word instead of manipulating the situation. This is not rightBBB please help make this right. Thank you

  Customer Answer

  Date: 10/19/2024

  I am a nurse who has taken care of veterans and this is one of the reasons I chose your small shop and tried to support your business. We all have struggles. I put myself through nursing school while working full time and raising three children. I have saved for several years to afford this table. I trusted you, as a veteran, to have honor and integrity and stay true to your word but you keep changing your story. Funny how you didnt mention a refund for my $500 previously. And for the no refund signs .they must be discreetly placed or newly placed as they were not clearly visible the times I visited your shop. Also, if there is a no refund policy, why would ****** then not tell me that when I asked her directly? Yes I picked out the slab of wood to see the shades of grain. In your videos you can see your workers wet the slab to show the contrasting colors. I asked your workers if the slab of wood I selected would allow for enough epoxy to resemble the reference pic I provided. They assured me it would. Your workers have the experience and should have advised which pieces of slab would deliver the desired appearance. From the start, I requested ( multiple times )a lot of color throughout the table and stated that I didnt want just a straight line down the middle. I have never been happy with the table as you stated and reached out to ****** before final coats of epoxy were completed with my concerns. I met with you and voiced my concerns and requested a new table immediately but you persuaded me under false pretenses to take the table. You emphasize that youre a small company but also state that you sell hundreds of tables a month. You also state that rebuilding a table would only cost $2,000. Then why was I charged $3331.07? Seems you have the necessary funds to rebuild a table. Im enclosing pictures for reference - a pic of table they previously created which I showed to ******* ******* and **** and then a pic of what I got.  Also enclosing recent text from **** asking for more money $500 with no mention of refund. As a veteran, I would expect you to have decent morals and character and stay true to your word instead of manipulating the situation. This is not rightBBB please help make this right. Thank you

  Customer Answer

  Date: 10/19/2024

  I am a nurse who has taken care of veterans and this is one of the reasons I chose your small shop and tried to support your business. We all have struggles. I put myself through nursing school while working full time and raising three children. I have saved for several years to afford this table. I trusted you, as a veteran,to have honor and integrity and stay true to your word but you keep changing your story. Funny how you didnt mention a refund for my $500 previously. And for the no refund signs .they must be discreetly placed or newly placed as they were not clearly visible the times I visited your shop. Also, if there is a no refund policy, why would ****** then not tell me that when I asked her directly? Yes I picked out the slab of wood to see the shades of grain. In your videos you can see your workers wet the slab to show the contrasting colors. I asked your workers if the slab of wood I selected would allow for enough epoxy to resemble the reference pic I provided. They assured me it would. Your workers have the experience and should have advised which pieces of slab would deliver the desired appearance. From the start, I requested ( multiple times )a lot of color throughout the table and stated that I didnt want just a straight line down the middle. I have never been happy with the table as you stated and reached out to ****** before final coats of epoxy were completed with my concerns. I met with you and voiced my concerns and requested a new table immediately but you persuaded me under false pretenses to take the table. You emphasize that youre a small company but also state that you sell hundreds of tables a month. You also state that rebuilding a table would only cost $2,000.Then why was I charged $3331.07? Seems you have the necessary funds to rebuild a table. Im enclosing pictures for reference - a pic of table they previously created which I showed to ******* ******* and **** and then a pic of what I got. Also enclosing recent text from **** asking for more money $500 with no mention of refund. As a veteran, I would expect you to have decent morals and character and stay true to your word instead of manipulating the situation.This is not rightBBB please help make this right. Thank you.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22410470
  
  I am rejecting this response because:

  I am a nurse who has taken care of veterans and this is one of the reasons I chose your small shop and tried to support your business. We all have struggles. I put myself through nursing school while working full time and raising three children. I have saved for several years to afford this table. I trusted you, as a veteran, to have honor and integrity and stay true to your word but you keep changing your story. Funny how you didnt mention a refund for my $500 previously. And for the no refund signs .they must be discreetly placed or newly placed as they were not clearly visible the times I visited your shop. Also, if there is a no refund policy, why would ****** then not tell me that when I asked her directly? Yes I picked out the slab of wood to see the shades of grain. In your videos you can see your workers wet the slab to show the contrasting colors. I asked your workers if the slab of wood I selected would allow for enough epoxy to resemble the reference pic I provided. They assured me it would. Your workers have the experience and should have advised which pieces of slab would deliver the desired appearance. From the start, I requested ( multiple times )a lot of color throughout the table and stated that I didnt want just a straight line down the middle. I have never been happy with the table as you stated and reached out to ****** before final coats of epoxy were completed with my concerns. I met with you and voiced my concerns and requested a new table immediately but you persuaded me under false pretenses to take the table. You emphasize that youre a small company but also state that you sell hundreds of tables a month. You also state that rebuilding a table would only cost $2,000. Then why was I charged $3331.07? Seems you have the necessary funds to rebuild a table. Im enclosing pictures for reference - a pic of table they previously created which I showed to ******* ******* and **** and then a pic of what I got. Also enclosing recent text from **** asking for more money $500 with no mention of refund. As a veteran, I would expect you to have decent morals and character and stay true to your word instead of manipulating the situation. This is not rightBBB please help make this right. Thank you.
  
  Sincerely,
  
  ***** ******