ComplaintsforRestaurant-Furniture.Com

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a custom booth on 9/17/2022 for $2660.94. That included $560.03 for shipping costs. Later I was charged an additional $125 for shipping. The booth arrived on 10/13/2022 damaged and in the incorrect color of vinyl. I was told that Restaurant-furniture.com would submit a claim to the shipping company on my behalf for the damages that occurred presumably during shipping. I was told I should hear back in ***** days from the shipping company. Later I was told that the shipping company had 120 days to respond. It has been over 150 days, and I have heard nothing regarding the damages. First I was told that the vinyl looks different in person than online. So I sent them a picture of the vinyl sample I received of the color I ordered, T07 Sand, next to the color I received, which was not close to the color I ordered. They said they received new vinyl and thats why it was different. But as of today 3/15/2023 they still advertise the T07 Sand that I ordered online as available. ************ replied by email on 11/1/2022 asking what I wanted them to do about the issue, and I responded that they could make me a new booth in the correct color, or in a color that they had in stock (assuming that the color I ordered was no longer available as they stated), or send me a refund for the incorrect booth that I received. I send that email on 11/3/2022. He never replied. I have called their customer service department several times, each time they tell me they cannot help me that I will have to speak to ************, the customer service manager, who has been having health issues and is often out of office. He has never taken one of my calls. They told me to email him and I would receive a response. I have not. I would like a reasonable refund for the booth. Images of the vinyl ordered as opposed to what I received, a photo of the damages to the booth upon receipt, and emails sent are attached.

  Business response

  03/22/2023

  Hi ********,
  When you placed the order, you agreed to our policies in regards to colors and did not order any samples at the time of placing the order.  As the policy states, we cannot be held responsible for any color issues if the customer did not order samples before hand.
  
  You had not ordered any samples and the booth was manufactured exactly as you ordered and in the right colors.  You would not accept that and went as far as deceiving my sales people into sending you a vinyl card after the fact after our customer service department had stated to you it was no longer available to send out for completed orders.
  
  Between the time the order was placed and manufactured and the vinyl samples card was received by you, the vinyl batch had changed during that gap of time and our policy still stands. 
  
  In regards to the damages claim, the Proof of Delivery was signed without any mention of damage on it.  Unfortunately, this caused the claim to be denied as the carrier was unable to accept any responsibility of damages without notation at the time of delivery.  We had tried to appeal it as you informed us within a day of delivery, but the carrier would not accept the appeal.
  
  That being said, I understand that you do not like the booth and I would like to assist in that.  I can provide you with a full refund, provided that the booth is packed and wrapped on a pallet(s) ready for pickup and once received we could mail you a check.  Please send us pictures by email showing the booth is ready for pickup so we can make the arrangements.
  
  Thank you,
  ****

  Customer response

  03/22/2023

   
  Complaint: 19605361
  
  I am rejecting this response because: I would like further clarification.

  Sadly, I do like the booth. I just wanted one in the color indicated online, and not damaged. I think that anyone could understand that. There was no deception here. I was trying to show that it was different than the color ordered, and I was told that it was my eyes, or my screen that was the reason the color looked different. I trusted the business to deliver the color as shown on line. That was my mistake. 

  The shipper, delivered the booth in extra packaging. There were extra boxes on the outside of the booth packaging, that covered the damage to the booth. The extra cardboard boxes that were covering the booth had pictures of dining chairs and were covering the booth packaging, a couple times over, it took a long time to open the packing and I couldn't do it myself. Again, I was too trusting. As soon as I was able to open the packing I saw the issue. I added a picture of the delivered booth; it is taller than me. And is covered in layers upon layers of plastic. I understand that isn't anyone's problem but mine, but I did receive a damaged booth. And wanted to know if anyone would help me. So I asked if I could be helped. Didn't receive a response. That's why we're here. 

  I like the booth. And I truly wanted it. To say that I was deceptive regarding the sample requested, makes it seem like you have an issue with me. Or are angry at my attempts to get help or a response from someone. Namely, customer service, which is their job, so I asked. I asked multiple times via email if someone would help me or not. If I had received an answer that I couldn't be helped, I would have dropped it.

  So as far as next steps: If I'm receiving a full refund, including shipping, and I don't have to pay for return shipping in addition; I would end up ordering the same booth, in the color initially requested. So is the booth including the shipping going to be refunded? Or just the cost of the booth? Also am I going to be charged return shipping? Because if I'm not receiving a shipping refund, and I have to pay for return shipping, that would be about $1200, and I would be out a booth as well.

  Would you be willing to, instead of returning the booth, just to order another one; offer a partial refund of the booth? Partial, being up to your discretion. 

  Thank you for the further clarification. 

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

  Business response

  03/28/2023

  Hi ********,

   

  More than once we had explained to you that nothing could be done in regards to the vinyl color of the booth, but you persisted to receive a sample.  After the order was delivered, we explained to you the sample could not be sent out as you have the items in front of you in the correct color.  You had continued to send emails pretending that you were placing a new order to try and obtain samples and when that didn't work you called my salespeople to deceive them into possibly placing a new order, but the only motive was to order a vinyl card from us.  More than once, many times you contacted us and we explained in regards to the color there is nothing that can be done, but you didn't drop it.

  I don't understand the solution that you are requesting as you say you like the booth and I am sure all this time the booth has been in use.  I am not sure how we can provide a full refund for an item that you like and is in use.  

  We provided the booth in the original color you requested as well.

  I cannot provide a partial refund on the booth as it was delivered as ordered.

  What I can do is offer you a good discount on a new order should you decide to place a new one.

  Thank you,

  ****

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We placed an order for 24 plain back booths with full upholstery and 40 reversible table tops on 7/13/2022. The order total was $12805.58 including shipping. The total per booth is $391 and the total per table is $41. Shipping was $2172.14. The order was sent through central transport with tracking #*************. Upon receiving the pallets of items, we immediately noticed two pallets were damaged by the carrier and let them know. Then, we unwrapped each booth and found that 17 of the booths inside the boxes were damaged. The damages to 15 of the booths are quality issues, not carrier issues. 2 of the booths are from the carrier. 2 table tops are from the carrier. The booths have tears, wood splitting, scratches, holes, wood deformations, etc. These are all items that were under the protective wrapping and therefore were already there before they were sent. I have reached out to the company 3 times asking what they will do to correct the situation, but they have not responded. I am asking help in this matter as this is a rather large order that we cannot afford to replace.

  Business response

  08/29/2022

  We are in the middle of working on a solution for the customer.  

  Customer response

  08/31/2022

   
  Complaint: 17741981
  
  The company is offering a refund, however, they state that if any damages to the items happen in shipping they will not refund. They feel that the booths are not damaged except 1 or 2 of them. 13 of the booths were highly damaged with tears, broken wood, etc. 4 had scuffs and minor damage. All of them were not made of the material or quality promised. I have over ************************************** poor condition and damaged. We fear that when they receive the booths, they will claim they are not in the condition we received them in and not hold up to their end of the agreement with a full refund.

  We did have a written agreement that they would back their product, of which they are not doing at this time.
  
  Sincerely,
  
  *********************

  Business response

  09/01/2022

  We are picking up these items on our own expense even though our policy states otherwise.  We feel that the customer simply does not like the booths as we have not seen sufficient proof of the damages they are claiming.  We have not been sent over 100 pictures of damages.  The customer has yet to explain the issue with the material or quality and what they were promised.

  When the booths are received in our facility, we will send the customer pictures.  We are providing a refund in good faith and are sorry that the customer does not feel that way or fears that we would operate otherwise.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 14, 2021, I spoke with a sales representative from restaurant-furniture.com to order furniture for our coffee shop. He emailed me a sample photo of the wood grain that I could choose from. I chose a wood grain with him over the phone based on the photo that he sent me. When the tables arrived, they were the wrong color and one of them was damaged. When I reached out to restaurant-furniture.com, I was told that customers must request a sample piece of wood before placing an order. At no point in the process was that every told to me. I asked him to send me a sample of the wood grain so I could confirm that I received the correct tabletops (my invoice stated the correct color). He told me that they were unable to send me a sample. Additionally, the delivery driver saw that one of the boxes was damaged and the tabletop itself was damaged. He said to go ahead and use the table and file a claim for the damaged item. We assembled the table and were then told that because we assembled it, they will not refund the damaged item. Finally, we were charged $175 for "inside delivery" of five tabletops. When the delivery driver arrived, my husband went out to get the tables and the driver asked him, "Would you like me to help you carry those through the doorway?" My husband said, "Sure!" We were later billed $175 for walking five tabletops over the threshold into our shop. At no time, were we ever told there would be a charge for the help.The dishonest sales methods, refusal to refund damaged goods, and un-approved added charges from restaurant-furniture.com have led us to file this claim so that other customers don't end up being treated the way we have been treated throughout this process.Thank you for your time.

  Business response

  08/02/2022

  I am very sorry that the customer is unhappy with their experience.  The customer is not required to obtain a sample unless this is something that is important to them for their purchase.  Our production team has verified that the color that the customer received was correct.  Attached is the Proof of Delivery for the damaged tabletop.  We agree with the customer that it is damaged by the shipping company as noted on the Proof of Delivery.  We assisted the customer with a shipping damages claim.  The carrier required a repair invoice in order to provide damage compensation.  As the customer did not have a repair done, we could no longer pursue the damage claim.  This is explained in the attached email thread.

  The charges for Inside Delivery are valid as also stated in the attached Proof of Delivery and signed for by the customer that it was used.  As the service was used, the shipping company charges for the service, and in turn as stated on the order confirmation that the delivery does not include delivery to the door and the customer will be charged if used.  The signed section also states that there are additional fees for these services.

  We are very sorry again that the customer is unhappy, but we would like to offer them a discount on a future order.  If the customer submits a repair invoice, we would also be happy to provide that to the carrier to assist them with their claim and the compensation owed to them.  

  Customer response

  08/03/2022

   
  Complaint: 17622262
  
  I am rejecting this response because the company is not accurately representing what they communicated to me both on the phone and via email. For example, their response here states, "The customer is not required to obtain a sample unless this is something that is important to them for their purchase.  Our production team has verified that the color that the customer received was correct." According to their email to me on May 4, 2022, I was required to order a sample before placing my order. They cite a "mutually agreed upon policy." yet there is no policy stated at any point in the ordering process that conveys this message. Additionally, I ordered over the phone with a sales representative who at no point in the process communicated to me that I needed to order a wood sample. Instead, he emailed me a photo of the wood grain options and told me to pick one verbally over the phone. I chose the "natural" color and my invoice accurately reflects this choice. However, the table color received was not the correct color. When I asked about the color mix-up, I was told that a sample would be mailed to me so I could verify that I did, in fact, receive the correct color. After two months of me telling them that I never received the sample, they then told me that they cannot actually provide me with a sample. I believe the reason they won't send me a sample is because the color is incorrect.

  Additionally, the company states that "the carrier required a repair invoice in order to provide damage compensation." This was communicated to me two months after I filed the damaged table claim. At no point did the company tell me not to use the table in the meantime (for reference, we are a brand new cafe that was opening and needed to have a table top since we had been waiting for weeks for it to arrive and couldn't be without a table, even if it was scratched and damaged). Now they're stating that because we assembled the table, we can no longer receive a refund for the damaged table that they agree (in writing here) arrived with a defect.

  Finally, the company is referring to delivery paperwork that my husband signed AFTER the delivery person helped him bring the table tops over the threshold of our front door. At no point did he say, "If I help you bring these boxes inside, it'll cost you $175." My husband never would've accepted his assistance if that were the case. Instead, the delivery person offered to help my husband bring them inside and then had my husband sign the delivery acceptance form. We later received a charge on our credit card for $175. 

  For the record, I have never filed a complaint with BBB. This company's practices are so deceiving and misleading that I had to file a complaint in writing in an effort to save other customers from the nightmare that we have experienced dealing with them. If you read through their BBB complaints, this seems to be how they operate their business, as many people are complaining about similar experiences with them.

  Business response

  08/12/2022

  When the customer reported that she received the incorrect tables, the tables had already been assembled.  We have verified with our manufacturing department that the tables were manufactured in the correct color.  As per the policy the customer agreed to, in order to understand what the actual color was supposed to be, the customer needed to obtain samples first.  As samples were not obtained, the customer does not have any valid claim that the color is incorrect.  We were unable to send a sample as the customer had the correct color table in her possession and it would not be any different than what she has already received.  We cannot be held responsible for anything the driver has stated, we can only go by the paperwork that was provided to us.  We did not refund the table because it was assembled.  The table was not refunded because it was damaged and there was a pending claim on it.  The Proof of Delivery shows that Inside Delivery was used, which is exactly what the customer is confirming in her response.  As the driver provided the service, it needs to be paid for as is stated on the Proof of Delivery and in the policy.  We have tried to solve the claim with the carrier, however they require a repair invoice, which they can require per Federal Law and the customer is unable to provide one.  Without that invoice, the carrier cannot provide the compensation for the damage.

   

  We are very sorry that the customer is not happy with the experience, but everything was done according to the mutually agreed upon policy.

  Customer response

  08/17/2022

   
  Complaint: 17622262
  
  I am rejecting this response because the claims that the business is making are untrue. In the very first sentence, the business states "When the customer reported that she received the incorrect tables, the tables had already been assembled." That is false. The tables were received on May 3, 2022. The photos that we sent to the business showed them unassembled with damage (attached here). Again, the claim that the customer MUST order a sample before placing orders with the business to ensure correct color is not stated anywhere in the ordering process. I will reiterate that the sales rep who took my order over the phone (*********************) sent me a photo of my color choices over email WHILE we were on the phone and told me to choose a color verbally while I placed my order with him. At no point in that process did he tell me that I needed to order a sample or that the "natural" color would look nothing like the product I would receive. I still find it odd that the business refuses to send a sample of the "natural" color after agreeing to send one when we complained. We have been waiting for 3 months to receive the sample so we could verify that we did, in fact, receive the wrong color and now they are saying they won't send us a sample...seems a bit suspicious. Why not just send a sample to give the customer peace of mind that what they paid for was what they received?

   

  Additionally, the business states, "We did not refund the table because it was assembled." We filed the complaint on May 3, 2022. After not receiving a solution from the business for weeks despite reaching out multiple times, we finally assembled the table tops for our June 6th opening date. On June 10th when we asked the business why we still had not heard anything about our claim, they then asked if we had assembled the table top (knowing that our opening was June 6th). I stated that we had to assemble it to have something available while we were waiting for the claim to go through (at no point did anyone tell us NOT to assemble it while we were waiting for a response). The business then said that because we assembled it, the claim was canceled. Now they're trying to say that we assembled the tables the day we reported the damage (the day we received them) which is simply not true and doesn't make sense with even their own timeline of events.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 5 booths and 4 tables with legs for my basement. I received them in May of 2021. One of the double booths was damaged. There was a tear in the vinyl and the frame was busted and damaged on one corner. We noticed the damage at the time of delivery. We refused the damaged booth and called the furniture company. They advised us to have the delivery driver document the damage on the receipt and to allow him to leave the damaged booth. When I followed up with the furniture company They kept telling me to keep the booth and all the original packaging in the meantime while they file a claim. Eventually I received an email That the claim has been filed however the carrier is asking to see if you have any repair quotes you could submit. At this point months have gone by. I provided a repair estimate and continued to wait for several more months. The furniture company refused to take responsibility even though I called them and told them about the booth and that I did not want a damaged booth at the time of delivery. I was so frustrated and I felt that my situation was helpless. I have never experienced such terrible customer service . In April of 2022 I followed up again and was told that my claim was successful and that a check was coming to me. The repair cost quote amount was $350 but the check that I received was $130.88. When I was contacted the company about the difference this B is the response that I received from ************ They dont always reimburse the full claim unfortunately.

  Business response

  05/16/2022

  Hi ******,

  I am very sorry to hear about your situation.  The repair quote provided was more than the amount of liability that the carrier offers so the carrier had to prorate it as it is able to be salvaged. 

  Unfortunately, they do not always pay in full and this is regulated by Federal Law.

  I am sure you are happy with the quality of the furniture that will last you for many years, I see we have not received any complaints about any of the other booths on the order.

  Thank you

  Customer response

  05/25/2022

   
  Complaint: 17182866
  
  I am rejecting this response because:Ok I see their response that is here listed below. It just says sorry one booth arrived damaged but at least the other booths are ok. I still have a damaged booth, no refund or compensation to have the booth repaired. What can I do?
  
  Sincerely,
  
  ***********************

  Business response

  05/25/2022

  Compensation has been provided to the customer as a result of the shipping claim filed on their behalf as part of the mutually agreed upon policy.

  Customer response

  05/25/2022

   
  Complaint: 17182866
  
  I am rejecting this response because:the amount of $130.88 that was sent to me does not cover the cost of repair. I provided A repair quote as I was asked to do so. The cost to repair the damaged booth is $350. I ordered a booth and I paid full price for it. I now have a damaged booth with no offer to replace it and I am $219.12 short the cost to repair it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our company placed an order back in July,2021 and its now October, 2021 and we are still waiting for the rest of our order. We asked for refund and since its a custom items the refund is not applicable. Understandable. So, we continued to wait and still nothing. We contacted restaurant-furniture.com constantly asking about the rest of the order and the keep pushing the delivery date. We can not open our restaurant for dine-in because we are still waiting for tables. If they are not honest to their customers and they are causing delay for other businesses then they should be responsible in a partial refund. It's no problem to wait wait a month or two like they said it would take. But this is almost half a year we've waited or our orders.

  Business response

  10/25/2021

  Rylee thank you for your feedback.  We truly do appreciate your business.

  The total of the order was $18,000 and I see that the majority has already been delivered.

  Im positive that you like the quality of the booths that you have already received and that they will serve you for years and once you receive the tables you will be very happy with the purchase.

  The table portion of the order that is still in production is only 10% of your order left at a value of $1800. Although there is no excuse for a late delivery, we have delivered 90% of the order on time.
  
  Nevertheless and due to your dissatisfaction with the delay, we are willing to offer you $250 to be used as in house credits for future purchases, this is almost a 15% value!
  
  The credit does not have an expiration date and you can use it any time in the future.
  
  I truly hope that this is an acceptable solution.
  
  All the best,
  
  ****

*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. ↩