Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:02/13/2025
Type: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.
Date of the transaction:November 9, 2024 Amount paid:$6,529.22 Business commitment:HTMarket.com committed to providing six new, undamaged home theater seats as described on their website and in the order confirmation.Nature of the dispute:The dispute arose from delivering severely damaged goods. The freight carrier contracted by HTMarket.com caused significant damage to the boxes containing the seats. Upon inspection, I observed crushed corners, large tears in the cardboard, and a lack of internal packaging to protect the seats. Due to the extent of the damage, I refused ***************** attempts to resolve:HTMarket.com has not made any reasonable attempts to resolve the problem. They have refused to issue a full refund for the damaged goods, offering only a discount, store credit, or a return with a 25% restocking fee and shipping costs, which is unacceptable for items damaged by their carrier and refused at delivery.Advertising (if applicable):N/A Additional details:I have attached a screenshot of the security footage.I have also initiated a chargeback with my credit card company.I hope this information is helpful for your investigation. Please let me know if you require any further details.
Business Response
Date: 02/19/2025
We are writing in response to a complaint filed by ***** ******** regarding an order placed with HTMarket.com. We would like to provide clarification and details regarding this matter.
The customer placed an order for home theater seating with our company, which was shipped over ***** miles at no cost to him. This was over a 700lb shipment which came at an LTL cost of roughly $750 to ship, costs that are a total loss without reimbursement. Upon arrival, the customer refused delivery, claiming the boxes appeared damaged. However, he never opened or inspected the actual seating. Our packaging undergoes rigorous testing, including a six-foot drop test, to ensure the integrity of the furniture during transit. Per our policy included, we do not accept returns on seating or refused shipments, which was clearly communicated to the customer before shipment. This is posted on our web site and would be important information.
When the customer refused the shipment, we informed him that a refund would not be possible per our policy. We attempted to redeliver the shipment, but the customer continued to refuse it based on visual inspection of the exterior packaging. The shipment was eventually returned to us, and upon inspection, the seating was found to be in good condition. We offered the customer a compromiseaccepting the return with a 25% restocking fee and requiring reimbursement for our incurred shipping costs (both for the initial delivery and return shipment). The customer declined this compromise and instead threatened to file a chargeback and posted other complaints like this one.
The free shipping we provided to the customer for his order, combined with the cost of return shipping due to his refusal, resulted in significant financial loss. Given that the seating was in good condition and our no-return policy was in place, we believe the customer is responsible for the shipping costs and restocking fee. We will continue to seek reimbursement for this fee and incurred shipping costs. If the customer does not comply, we will escalate the matter to our collection agency.
Sincerely,
**** **********
Owner
HTMarket.com
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