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:02/20/2024

  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.

  I placed an order on 12/30/23. The receipt indicated 2-3 weeks for the item to ship with an arrival date by 1/20/24. On 2/2, I sent two emails, the first to check for status in which ****** provided a tracking number (that I already had) and the second email in response advising that the label was created with *** the same day of the order, however they have not received the package. I was told that they experienced a logistical issue and my package should now ship in 1-2 weeks. I sent another status update on 2/16/24 and received the same formulated response from ****** as he sent on 2/2 (See below). There was no explanation for the delay and no confirmation that the item ACTUALLY shipped. He simply provided the same tracking number I already had. I don't feel confident that Touch of Modern will resolve my issue at this point. **************** (Touch of Modern)Feb 16, 2024, 12:24 PST Hi,I'd be happy to help you with your order for order number "O0758500778". Your "Corner Lamp" ships via *** and the tracking number is 1ZB7921C0301658643.--******

  Business Response

  Date: 02/29/2024

  Thank you for bringing this issue to our attention.  Our team has been in email communication with the customer and are working to provide an updated shipping estimate, as well as the option to cancel the order if they are not willing to wait.  We apologize for the inconvenience caused by the order delays to the consumer and appreciate this feedback to improve our consumers buying experience.

• Initial Complaint

  Date:02/20/2024

  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.

  I purchased an online order on December 5,2023 from Touch of Modern . The purchase was for a corner lamp. I paid them $88.19 and today is Feburary 16,2024. I have yet to receive my order. Order #***********. I called the phone number given on the website and the message on the phone said they did not accept calls so I sent 5-6 emails to them, they reply with they are behind on orders it will get here when they get to it. This is ridiculous this is going on almost 3 months. I told them if they can not fulfill the order they should not have taken my money,and when I ask for a refund they don't reply back to **** am hoping you can help me, this was supposed to a Christmas gift for my dad ,unfortunately he passed away January 25,2024.Thank you, ************

  Business Response

  Date: 02/29/2024

  Thank you for bringing this issue to our attention.  Our team has been in email communication with the customer and are working to provide an updated shipping estimate, as well as the option to cancel the order if they are not willing to wait.  We apologize for the inconvenience caused by the order delays to the consumer and appreciate this feedback to improve our consumers buying experience.

• Initial Complaint

  Date:02/16/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  As in my previous complaint against Touch of Modern, they offer items for sale, tell customers how long it will ship, weeks go by and the shipping date will pass, when a customer tries to get the issue resolved, ********************** is very non customer friendly, a customer cant get them by phone, the email response are very scripted, nothing ever gets resolved adequately.

  Customer Answer

  Date: 02/22/2024

  Complaint #******** is NOT a duplicate complaint, same issue but its for another purchase/item for a much more expensive amount.  
  
  Sincerely, 
  ***** Wing 
  Sent from my iPad
  

  
  

  Business Response

  Date: 03/01/2024

  Thank you for bringing this issue to our attention. Our team has been in communication with the vendor to provide an updated shipping estimate for the order. They have also been in email contact with the customer and offered the option to cancel the order if they are not willing to wait.  We apologize for the inconvenience caused by the order delays to the consumer and appreciate this feedback to improve our consumers buying experience.

  Customer Answer

  Date: 03/01/2024

   I am rejecting this response because:
  It is the same run around I keep getting from them.  Its bad enough that the order is so late, but when TOMO doubles down and offers the item for sale again without fulfilling previous orders, its a bit annoying to say the least.  If the company is having logistic difficulties fulfilling orders, why add fuel to the fire by accepting additional orders?  Let the company catch up with the existing orders.  
  
  Sincerely, 

  *******************

   

  PS, I DO NOT want a refund, I want the items ordered.  

  Business Response

  Date: 03/11/2024

  Thank you for bringing this to our attention. Our team has escalated the issue on our end with the vendor, requesting a status update for shipping. We apologize for the delays in getting this matter resolved and are diligently working to reach a resolution.

  Customer Answer

  Date: 03/14/2024

   I am rejecting this response because:So are the customers who placed orders for the sale in/around 02/16/2024 when the item in question was listed again for sale going to get their orders before mine and other customers who placed their orders in/around 12/27/2023?  I still want the item(s) for this order I placed, and I want them before the 2nd batch of customers get theirs.  Wouldnt that be fair?
  
  
  

  Business Response

  Date: 03/20/2024

  Thank you for bringing this to our attention. We apologize for any confusion regarding the shipping of the order and any currently active sales. All orders are fulfilled in the order that they are received so any outstanding orders will be fulfilled first before any new orders from a new sale. Our team has been in email communication with the customer and has been cancelled per the customer's request. A refund has been requested and we ask that the customer allow 5-10 business days for the refund to reflect to their account. We apologize for the inconvenience caused by the order delays to the customer and appreciate this feedback to improve our consumers buying experience.

  Customer Answer

  Date: 03/20/2024

   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.  It is NOT the resolution I had hoped for and I will no longer be buying any other items from TOMO.  I have deleted my account with TOMO.  

  
  

  Thank you.

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The item I received is not as advertised. I ordered a chair with Heating and Vibration control. The chair I received does not have these options ( see online posting). I sent approximately 5 emails regarding this issues. I receive an automated response stating this is is closed.Vendor need to pick up the incorrect item and refund my monies.

  Business Response

  Date: 02/23/2024

  Thank you for bringing this issue to our attention. Our team has been in communication with the vendor to facilitate an exchange for the correct product. We are also actively in communication with the consumer via email to resolve this matter. If the customer would instead prefer a refund, we can supply return shipping labels to complete this for a full refund and have offered an additional $20 store credit for the inconvenience. We apologize for the inconvenience caused by the order delays to the consumer and appreciate this feedback to improve our consumers buying experience.

  Customer Answer

  Date: 02/23/2024

   I am rejecting this response because:

  As you can see from the attached photo of the packaging, it was not in great shape. I'm repackaging the item will be challenging for me.  I informed the vendor of this the day it arrived.  I also communicated with the vendor, if they provide the necessary package that will ensure the item arrives intact, then I'm willing to return for full refund.

  Thank you,

  ***************************;

   

   
  
  

  
  

  Business Response

  Date: 02/29/2024

  Thank you for bringing this issue to our attention. Our team has been in email communication with the customer and advised that a refund has been requested without the return of the merchandise.  We ask that the customer allow 5-10 business days for the refund to reflect to their account.  We apologize to the customer for their order experience.

  Customer Answer

  Date: 02/29/2024

   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.

• Initial Complaint

  Date:02/14/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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. I have been a customer for a long time and have been previously satisfied with all my products ordered and the company.2. I ordered a camera, and it was c*** It did not measure up to your standards. I thought theyd appreciate the feedback. I was offered a credit. I preferred a refund but got a credit instead.3. I shopped daily looking for a way to use the credit. I finally decided to take a chance on a pair of pants.4. I ordered the pants, but the credit was not applied and instead I was charged.5. I tried to fix it and accidentally ordered a second pair of pants and was also charge again.6. I emailed trying to stop it and was told someone was looking into it.7. I never heard from that person or anyone else. The pants arrived.8. I cant wear them. It was a risk I was willing to take. Ill donate them.9. However, I was only trying to burn my $53 credit, but now I am down $100 and still have the credit.10. This is unacceptable.11. Ive been emailing for a week and no one will respond.

  Business Response

  Date: 02/23/2024

  Thank you for bringing this issue to our attention. Our team is actively communicating with the customer and have provided the customer with return labels to return their pants order for a refund. They are also processing a refund for ****************** credit from the initial returned order and we as the customer to please allow **** business days for this to process and appear on their statement. We apologize for the inconvenience caused by the order issue to the consumer and appreciate this feedback to improve our consumers buying experience.

  Customer Answer

  Date: 02/25/2024

   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.

• Initial Complaint

  Date:02/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 in December of 2023 and the item was supposed to be shipped within 4-5 weeks. It is now 8 weeks and I have asked to cancel the order and for them to issue a refund. They keep telling me that the purchase order was sent and that has been the status since December. I have sent numerous emails and the responses have not resolved my issue and there is no follow up whatsoever.

  Business Response

  Date: 02/23/2024

  Thank you for bringing this issue to our attention. Our team has requested cancellation of the order with the vendor.  We are also actively in communication with the consumer via email to resolve this matter. We apologize for the inconvenience caused by the order delays to the consumer and appreciate this feedback to improve our consumers buying experience.

  Customer Answer

  Date: 02/27/2024

   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.

• Initial Complaint

  Date:02/13/2024

  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 purchased three items order number *********** from Touch of modern . Upon receiving items they were not the quality that was shown in pictures. They also has free return and shipping for seven days. I submitted return request the first day I received. I have made over 15 requests for return label and refund only to be either sent redundant emails or ignored all the together. I have spent over $10,000 with this company and most of the time the items are excellent even though theyre shipping is always late sometimes it doesnt matter but when theres a need for return they never respond properly . There seems to be a games being played in, particularly with the employee name, ******. I would appreciate some sort of resolution to this problem. I do not also want to store credit I want a full refund in writing.

  Business Response

  Date: 02/14/2024

  Thank you for bringing this to our attention. We have reached out to the customer to gather details regarding the quality issues to be able to assist further in the matter. We apologize for the delays and are diligently working to resolve the matter. 

  Customer Answer

  Date: 02/15/2024

   I am rejecting this response because 

  I havent heard anything from the company  there no need to address quality issues because I requested refund and return the first day I received  the items had a 7 day refund and return policy which I did attempt to do  there is a gross misconduct going on there and something must be done about it  

  
  

  Business Response

  Date: 02/21/2024

  Thank you for bringing this to our attention. Our team has been in email communication with the customer and agreed to issue a refund in full for the quality issues of the product. A prepaid label has been emailed to the customer to return the merchandise. We apologize for the inconvenience caused by the order issue to the consumer and appreciate this feedback to improve our consumers buying experience.

  Customer Answer

  Date: 02/21/2024

   I am rejecting this response because:
  Yes I did receive the return label and have since mailed the items back. due to there continued lack of customer support I want them to say that my refund will go back to my original card for refund not a store credit that Im not going to use. Thanks you for your assistance it really bad that they treat a customer who has spent so much money with them this way. 
  

  Business Response

  Date: 02/26/2024

  Thank you for bringing this to our attention. We are in active communication with the customer via email and have provided return shipping labels for the merchandise to be returned. Our team has confirmed that a refund will be issued for the returned product once they have been received. We apologize for the inconvenience caused by the order issue to the consumer and appreciate this feedback to improve our consumers buying experience.

• Initial Complaint

  Date:02/06/2024

  Type:Billing 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.

  Date of transaction 2/3/2024 I have been sitting on a credit for 3 years for a defective order they sent me and it was about to expire. I have not been able to find anything on their site that I wanted so tried to purchase a gift card. I populated the credit information and instead of rejecting the credit part they charged the entire amount to my card. I immediately tried to cancel upon learning they didnt use the credit but they are refusing to cancel gift card and credit my account.

  Business Response

  Date: 02/14/2024

  Thank you for bringing this to our attention. We have processed the refund on our end. Please allow 5-7 business days for the credit to reflect on the account. We appreciate your patience and apologize for any inconvenience.

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 a Solar Powered Plant Stand, order number O6601117694, on November 25, 2023. the confirmation email said it would ship by Dec 30, 2023. Cost was ****** with shipping and tax. The item was never received even to this day the tracking number they provided **** 1ZB7921C0335329435) shows no activity for months. Starting early Jan **** emailed customer service over 10 times, with *************************, and **************, they said sorry for delays for weeks, then agreed to give me a refund. yet it has been over 10 days now and i have no refund, no product, and no ****** dollars. This seems like fraud and a scam to me.

  Business Response

  Date: 02/07/2024

  Thank you for bringing this issue to our attention.  Our team has been in email communication with the customer and advised that the order has been cancelled and a refund requested.  We ask that the customer allow **** business days for the refund to reflect to their account.  We apologize to the customer for their order experience. 

  Customer Answer

  Date: 02/07/2024

   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.

• Initial Complaint

  Date:01/31/2024

  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.

  I paid for 2 suit jackets 12/26/23. I have waited over 30 days for my items which company failed to send. I have contacted numerous times with no direct answer on getting my items. I have now requested refund with no response to date.

  Business Response

  Date: 02/02/2024

  Thank you for bringing this issue to our attention.  Our team has been in email communication with the customer and advised that the order has been cancelled and a refund requested.  We ask that the customer allow **** business days for the refund to reflect to their account.  We apologize to the customer for their order experience.