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Complaint Details
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Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was supposed to be getting a new desk, I had been provided a delivery date, told it was shipping, then 4 weeks later, the week that it was supposed to be delivered, I was told it was going to be 3-5 more weeks. I had already disposed of my old desk, based on the communication previously sent. I emailed Dutch Crafters and asked for an update, and then when they confirmed, advised I needed a resolution. I can't be without a desk for 3-5 weeks, I work from home. ****** never responded. I called the next day, and happened to get ******, who again didn't want to help. I was told somehow that everyone was out of the office, and when I said I needed to cancel since Dutch Crafters messed up, was told it would be 20% fee and gave me a hard time about the whole thing, as if it was somehow my fault, just completely dismissing my concerns, after not responding at all the day before, with "we'll get back to you." This is not my mistake, this is theirs. If they had communicated a delay, there wouldn't be any issues. They didn't. And now they don't want to own it.Customer response
12/11/2023
From: ************************* <********************>
Sent: Wednesday, December 6, 2023 3:37 PM
To: ******************************************
Subject: Case ******** Fwd: DutchCrafters Order ****** Complete and Preparing to ShipHi,
Business response
12/11/2023
We are sorry that we were not able to deliver this desk in the time that was projected. Our intention is that we provide a product that will last a lifetime and when the finish was not as perfect as we expect, the desk was sent back to the finisher to ensure a better finish. This unexpectedly increased the lead time. We have offered a discount of $399 to the customer. We now have a projected delivery window of December 14 to 22.Customer response
12/13/2023
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 your assistance!
Sincerely,
*************************Initial Complaint
09/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a roll top desk from Dutchcrafters Furniture in ******** ******* and I have paid in full. I was supposed to receive the desk and chair on June 23, 2023 and to date I have not received it. I paid them $4,500. I have called them and every time I get a different response.Business response
09/06/2023
We are preparing shipment of this order and have been in contact with the customer with this information.Customer response
09/18/2023
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.I received my furniture last week and am very happy with it and with the BBB for helping me.
Sincerely,
********************************Initial Complaint
07/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Furniture was ordered on October 18. It was delivered on April 28, incomplete. After back and forth with customer service, it is still incomplete on July 20. The product is a hutch with no drawers. We ordered and paid for a hutch that has drawers, so this is a incomplete piece of furniture.Business response
07/24/2023
We apologize for the delays and inconveniences you've faced with your hutch order. We understand your frustration, and we are committed to making things right. We've left you a voicemail and sent an email to keep you informed about the status of your order, and the drawers are now ready for delivery. We are working on scheduling your delivery and will provide you with the details once available.Customer response
07/24/2023
Complaint: 20352445
I am rejecting this response because:The delays were based on lack of quality assurance steps, not elements beyond your control, such as weather, pandemic, or natural disaster. An incomplete hutch was allowed to be delivered, and when remediation was attempted, wrong holes were drilled on the drawers, and the wrong k**** were sent for the doors. I would like a full refund in addition to the drawers I still to not have. I have only been offered excuses and apologies.
Sincerely,
*****************************Business response
07/25/2023
We do not dispute that an incomplete hutch was delivered and that mistakes have been made with drawers and k**** We believe, though, that the customer has received more than excuses and apologies. A discount of $300 was previously given. We have persisted in correcting the mistakes and are in the process of getting the correct drawers shipped to the customer.Customer response
07/27/2023
Complaint: 20352445
I am rejecting this response because: The $328.50 was offered as an apology for the first mistake. That is only 7.5% of the entire cost of $4,525.49. Nothing was offered for the second mistake, in which the drawers had to be built from scratch. We still have no drawers, and it has been over 3 months. We are frustrated because we have nothing, and not even a confirmed delivery date. The transaction between customer and vendor is incomplete, even though the vendor has been paid in full since October of 2022.
Sincerely,
*****************************Business response
08/02/2023
We are sorry for the mistakes made on this order and have persisted in correcting the mistakes as well as provided a refund. The drawers are complete and in the process of being shipped. We believe that we are making the corrections necessary. We have put our full attention and effort into completing the corrections for this order.Customer response
08/02/2023
Complaint: 20352445
I am rejecting this response because: I was not given a refund. I was given $300 as an apology for the following: Wrong holes drilled into doors; no hardware for doors; no holes drilled in drawers. I was not really given an apology, I should have been contacted, yet I had to call and complain. I was not given anything for the second mistake: wrong holes drilled in the drawers. I was not even given an apology, and had to reach out to customer service for status. I was given an email that did not even apologize. Please read the attached email string. I was not offered any sort of actual apology until I started contacting customer service management and complained. My wife and I have felt like 2nd class citizens throughout this entire ordeal. It feels as if we have been written off as customers, even though our transaction has not been completed. JMX Brands has been paid in full, and yet we still do not have a complete piece of furniture. It is ugly and non-functional. We have had to store items that normally would go in drawers in other areas of our house, making it very inconvenient. The original order for this hutch was in October of 2022, and we still do not have a complete piece of furniture (today is August 02, 2023). Once again, no apologies, and the refund claim is false. JMX Brands has not acknowledged that we were not offered anything for the 2nd mistake, which, again, could have been avoided with quality control and oversight. JMX Brands has, interestingly, acknowledged just recently after an email proof, that we were not given an apology for the 2nd mistake.
Sincerely,
*****************************Initial Complaint
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order through Dutch crafters in February. It was over $4000.00 . I was told it was great quality for the ******* weather. It got delivered on March 31st. We been really happy with the purchase until today, 7/10/2023. My patio set has been in enclosed patio all along. Today I was changeing things around out there and realized there is BLACK mold on the patio set already. This is not good quality to **** would like a full refund for my patio set. They can come and pick this junk up. I can't have this on my patio. I have my in laws that live with me and are in remission. My mother in law has an immue disease and my father in law is less than one yr with a kidney transplant. This could be deadly to them. I would like a full refund so I can purchase something safe for my family. This BLACK MOLD can cause serious hard or death to them. This is very poor quality. I was lied too. I only had since March and it should not be doing this already. Please refund me my money *** you guys can pick up this health Hazzard. This should not be doing in an enclosed patio.Business response
07/14/2023
We sympathize with this customer and her disappointment in finding mold on her furniture. It's unsettling when your outdoor furniture starts to look dirty, but they need to be cleaned and sealed as mold and mildew are normal over time when furniture is exposed to dampness from water and humidity. All outdoor furniture will get mold, mildew, and dirt on it, especially in rainy states like *******. Mold grows due to water and dampness. So, unfortunately, if your furniture is exposed to the outside, it will get moldy. We state clearly on the product page for the product this customer purchased (***************************************************************************************************************************)that Wood outdoor furniture is the perfect choice for adding that warm,rustic, country feel to your outdoor space. However, if not properly cared for,the outdoor elements will negatively impact the longevity of your furniture.Since this piece ships unfinished, we recommend that you apply a sealer. We then provide recommendations for sealing. We are not able to give a refund for furniture that responded naturally to the elements. We are requesting additional cleaning instructions from our woodworker and are happy to send them to the customer.Customer response
07/17/2023
Complaint: 20301938
I am rejecting this response because: This is completely unacceptable. Why would I pay $4000.00 plus for a patio set that I have to stain myself. I did not see this online when I was looking to buy this. This must have just been added. If that was the cause for the care instructions? I did a phone order and my sales representative said this would hold up in the ******* weather with no issues and maintenance free. That he has never had any issues. That Well, I have a Health issue that needs to be addressed ASAP.This has been less than 4 months old should not be doing this. I have other Amish furniture on my actual lawn, and I do not have this issue. I want my refund, and this be removed from my home. you can take 20-15% restocking fee and delivery fee also. this is very harmful to all of our health especially my in laws.
I have asked **** to have the owner, CEO call me, and he never responded to my emails. He is very rude and unprofessional on the phone. Will not return calls.
This company is okay with ripping off customers with this so-called Amish furniture. I have read the revies from other customers after I filled this complaint. You guys are known for this issue and as a company have not done anything to correct it. You guys can do refunds with a restocking fee. I seen it posted as a response from your company. Thats what I am expecting.
How would you feel if you, your family, coworkers had this issue? Plus, we are ************* service members. This is completely unacceptable. like stated above please REFUND me my money. I don't want this to be a back-and-forth thing. I need this taken care of.
Sincerely,
***************************************Business response
07/21/2023
Our customer service staff have been in touch with this customer. Though this order does not fit our return policy, since our policy states that returns are to be made within 10 days in unused condition, we are allowing her to return the order with a 20% restocking fee. The order is scheduled to be picked up this weekend.Customer response
07/31/2023
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
05/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
on 08/31/2022 my father in law purchased an amish ************** wagon from this company. Expected delivery date was 2/13/2023. He paid $1495.31. Since then the company has delayed delivery multiple times and their only reason is that they outsource the work and cannot reach the builder. When I called today to get an update, they told me that once again it would be delayed. I asked if i could cancel the order and they said that it would cost me 15% of the purchase price even though they have no idea when delivery will be or if the item has even been made. They have made no attempts to help ** resolve the issue, they have taken no responsibility for the delay, they have done nothing to resolve the issue and the only communication from them is when I call them. This item was to be used as part of my wife's flower stand business and since we do not have the money to order another one elsewhere, we have lost potential income due to the delays by this company.the order number is ****** under *****Business response
05/11/2023
We are sorry that there was a delay in the completion and delivery of your order. We understand that your order was shipped today and the tracking number provided to you, along with a 5% discount due to your longer-than-expected wait time. We hope you will love the wagon when you receive it.Customer response
05/12/2023
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
04/21/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I ordered two twin beds from JMX Brand in two separate orders. The beds arrived in poor condition - the wood was unsanded and caused slivers on my hands while assembling the beds. The stain was very sloppy and very uneven, with drips, pooling, and even fingerprints, as shown in the photos. I requested that we swap out the beds with unfinished products so I could sand and stain myself. After months of back and forth, I finally agreed to pay the 20% restocking fee for the junk send to me initially out of desperation. I was four days postpartum, and just wanted this nightmare to be over with. However, in retrospect, the product I initially received was grossly misrepresented on the website, and I would like the "restocking fee" returned.Business response
04/24/2023
When this customer expressed concerns about her orders in the fall of 2022, we communicated with her about solutions and she agreed in an email on September 4, 2022, to the 20% fee to restock the pieces as stated in our return policy. We then exchanged her order with unfinished pieces as she requested. We believed that this matter was resolved until she recently posted negative reviews and submitted this complaint. We are sorry that she was unsatisfied and wish that she would have approached us about this. Even though we followed our stated policy and believe we resolved the matter, we empathize with her circumstances (a new baby and all of the stresses around that). Our intention is to go above and beyond for our customers. We offer to refund $239.94 for the restocking fee of one order.Customer response
04/25/2023
Complaint: 19960908
I am rejecting this response because: I expressed my dissatisfaction regarding the restocking fee for the poor product I was sent multiple times via email and to **** in phone conversations. I actually informed **** in email as well as phone that I would be following up on this matter. The product I received was not as advertised. I therefore request a full refund for the restocking charge. This seems like a minimum decency given the incredible disappoint with the product and customer interactions. We've invested in ******************** for multiple rooms from DutchCrafters and mostly been happy with the quality, but this order was simply shocking, as has been the companies response.
Sincerely,
***************************Business response
04/25/2023
Unfortunately, we have a different understanding from the customer regarding the quality of the ******************** she received. We could not verify from the photos she provided that the quality was poor. As accommodation for her displeasure, we did offer her discounts on both beds, but she rejected that. She chose to reorder the same beds, which communicates that the quality was not so bad. Our customer service rep has a different recollection of the communication than the customer and understood the claim to be resolved with the agree-upon restocking fee and reorder of the beds. We were charged a restocking fee by the woodworker for him to take back the beds because he also considered the pieces to be acceptable quality. As stated in our previous response, as a gesture of goodwill for her frustration, we offer to refund $239.94, which represents the restocking fee for one bed.Customer response
05/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I would accept a refund of $239.94. I do think the right thing to do would be to waive restocking fees for both poor quality products.I'm surprised to learn you do not think the photographs that I shared with your associate July 22 would be considered satisfactory for your brand. That is not what I was told via phone. Possibly, these things fall through the cracks due to the poor communication among customer service. For example, I had to email 3 times within a 5 week period (plus weekly phone calls) to get a response from your associate (emails attached - although, of course, you already know this.)
Sincerely,
***************************Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a bookcase online and paid for the full amount December 2021. I was told delivery of the bookcase would be Sept 2022. I agreed to the terms. October 2022 I called to find out when this bookcase would be delivered. I was informed they had no idea. I asked for a follow up the beginning of November. Nobody called us to give us details. I tried to call today with no response.Business response
12/02/2022
We apologize to the customer for the delay in this order. The woodworker building this order has been especially hindered by supply chain issues and his furniture has been taking longer than expected to complete. We spoke to the customer on 11/7 and gave her an update on her order. We did receive a call from her on 11/28 but were in the middle of our very busy Thanksgiving sale and were not able to answer all incoming calls. We still hope that her order can be completed by the end of December, which is presently predicted,but we understand her frustration in waiting on this order. We called her this morning (12/2) and left a voicemail to discuss canceling her order and providing a refund.Initial Complaint
11/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 18th 2021 I ordered a table from Dutchcrafters with a Storm Grey Top and an Ebony black leg and skirt. I paid $395.90 down payment. On July 7th I paid another payment of $395.90 and a final payment was required prior to delivery of $690.26 paid on October 7th. On October 14, I received my table and right away I noticed that the top was a blue color, not the brownish Storm Grey I had seen on their web site and I did have a sample of storm grey from another ccompany. I contacted the company and told them they did not make the color storm grey but a blue color perhaps like Indigo blue or something blue. They said I needed to compare their sample to the table. I did compare their web site color to the table and it was obviously a different color than the storm grey on their web site. However, I waited for their samples to come and the storm grey on the sample on the back clearly was not the color of my table and it did match their web site. The front however had been recently stained because I could smell the fresh stain of a blue color. The back was storm grey. They did not color the sides of the sample very very and the storm grey color was showing through on the sides of the sample. Pictures are attached. There are no samples of wood stains anywhere that have 2 different colors one on front and one on back completey different. They are trying to pull one over on me. Their storm grey sample with the tag clearly shown and the storm grey on their web site are the same and it is not the color of my table! The need to refund my money and pick up the table or cut that price signifcately since I did not get what I ordered. I waited over 3 months for this table. Thank you, ***** **********Business response
11/22/2021
Business Response /* (1000, 5, 2021/11/04) */ The customer filed a claim on October 15 stating she received the wrong stain color on her table. She said the table was "Blue" and not "Storm Grey", the color she selected. We requested pictures to process the claim and she agreed. That same day, the customer responded with pictures showing a sample against the table she bought from us, but the sample was from another company, not ours. We made the customer aware of this, and she said she thought all samples were the same among the Amish Community. We explained to her that this is not the case and that our stain samples are different, depending on the stain selection they choose, as we work with multiple Amish Finishing shops. We confirmed with the sales representative that prior to placing her order, he offered to send her stain samples and she declined. No reason was given for declining samples. We encourage all our customers to get stain samples from us. Even though, as we state on our stain samples, "Natural variations in graining, color and age, may cause noticeable differences between samples and finished products," samples will provide the closest match to the final product. A picture on a computer screen will provide a general likeness but will vary based on how that computer monitor displays color. After the claim was filed, the customer called our sales department to order samples stating she wanted to order a set of chairs and a sample in the stain "Storm Grey" was ordered. The sales representative processed her request, and such sample was sent to her. That afternoon the customer called our customer service department and explained she found in our website that the color "Indigo" matched her table and she stated she was sure that was the color she received. We offered to expedite her, at no charge, a sample with the stain color "Indigo" with the intention of sending us pictures to compare that against the table, to bring clarity and find resolution to her claim. Customer agreed to do that. When she received the samples, she sent us pictures showing only the back of the sample against the table and when we referred those to our Amish Finish Shop for review, they confirmed that it looked like the stain provided was our "Storm Grey" but wanted to make sure as they pointed out she only sent a picture showing the back of the sample, the unfinished side. Therefore, they requested pictures showing the front of the sample since the back of the sample won't have the finished look she ordered. In addition, they requested a picture of the sticker on the side of the table. We responded to the customer requesting further pictures, so we could help the customer and bring resolution. The customer has not provided the pictures requested. The customer is concerned that we "are trying to pull one over" on her with the stain sample that we sent. We would like to point out that the customer requested the Storm Grey sample from our sales department, and the sales representative was not aware we are working on a claim with her, so it is not possible that the sales representative created a specific sample to deceive the customer. In addition, the customer called our Showroom in Sarasota and spoke with a different sales representative who explained to her we don't do two different stains on one sample and that some have black backs, and some have unfinished ones. This sales representative sent her a picture of the front and back of a sample in the showroom. We want to help her and bring clarity to this claim, but we are unable to move forward if the customer will not provide the images requested. If the sample does not match, we are willing to take the table back and issue a full refund. If the sample matches the table and the customer still does not like the table, she can use our hassle-free return policy and return the table for a 15% restocking fee and shipping charges. It is our goal to provide the most excellent customer experience, and we are willing to work with the customer if we have the proper information to assist.
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
5 complaints closed in the last 12 months.