Complaints

This profile includes complaints for Woodland Creek Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Woodland Creek Furniture

  546 M 72 SE Kalkaska, MI 49646-9417

• 

  Woodland Creek Furniture

  4290 US 31 N Traverse City, MI 49686-3761

• 

  Woodland Creek Furniture

  4444 US 31 N Traverse City, MI 49686-3761

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:03/31/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Nov. '24 we paid $2926.56 for a table. Problems began with the "excellent White Glove Delivery team". The men were 2 regular delivery truck guys. They had no tools - I lent them a box cutter. Worse, there was no hardware in the shipping box - they were unable to attach the tabletop to the pedestal. There were no guide holes under the tabletop to line up the ************** either. I spoke to/emailed WCF, who apologized for the oversight, & suggested I go buy the screws myself... I said we'd paid for ******************** so she said they'd mail the screws & arrange for the delivery team to return. After 3 weeks we had't received the ********** phoned/emailed again. Communication was slow. The lady said the package hadn't been mailed out yet & would now be sent after the holidays. I asked her to clarify if we would receive the screws or if the delivery company would bring them when they returned. She said that *** would deliver them to our home. We were very patient during this time, but by Jan. 6th, after the return date to place the hardware had been booked, we still hadn't received the screws! I phoned again & was told the delivery team would now bring the screws with them. As soon as the crew arrived I asked if they had the hardware. They did NOT! They had no idea they were supposed to have the screws. The lead guy left to find screws - we'd been told they were regular screws. 1 hour later he texted that the stores locally don't have the type of screws needed! Eventually, we received some screws from WCF - but they were the WRONG type and too small - went straight through the holes in the pedestal arms! The table wobbled & moved side-to-side by an inch. Who are these people! Now it is ********** had to bring in a furniture expert to get the correct screws & finally fix the table. *** apologized for unacceptable service but would only refund 1/2 of the ******************* fee. Given the time, inconvenience, extra expense, & aggravation, we request a $500 refund.

  Business Response

  Date: 04/03/2025

  Good morning,

  
  We acknowledge that the delivery did not proceed as expected. The delivery team should have been equipped with the necessary hardware to assemble the dining table during the second delivery. However, they did complete the delivery to the clients home and placed the item in the room of their choice.

  
  As a result, we previously refunded half of the White Glove delivery fee ($122.45). If the hardware provided was incorrect, the client had the opportunity to inform us, but she did not do so. Had we been notified, we would have promptly sent the correct hardware.

  
  Given these circumstances, we find the request for a $500 refund to be unreasonable. However, as the client purchased additional hardware and successfully attached the tabletop to the base, we are willing to refund the remaining half of the White Glove delivery fee ($122.45), effectively making the delivery free of charge.

  
  Please let us know if you have any questions.

  Thank you,

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

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23139290
  
  I am rejecting this response because: Thank you for agreeing that our White Glove delivery experience was inadequate and for offering a full refund of $122.45 for that part of the transaction. This is a minimal response. Delivery was just one of several unacceptable challenges with our order, as fully acknowledged in writing by your staff on our email thread.  From initially being asked to go and buy the missing hardware ourselves to waiting weeks to have the screws delivered - with poor communication between your service and shipping departments - we were very patient. Please see the numerous emails of Dec. 24 and Jan. 25 sent to **************** during this time as I repeatedly tried to get a response and confirmation of where/when the hardware was to be delivered. For a business that displays website/emails banners stating that you were a ********************* ********, your customer service was polite but inefficient and disinterested. When the screws eventually did arrive - you immediately marked our order closed on January 17th via email. However, they were the WRONG screws for a table that YOU sell to unsuspecting customers. Your response to the ********************** that we should have come back to you yet again for the correct hardware adds insult to injury, when you have already lost credibility to do the correct thing. How many more times would you expect us to keep returning to you and for how many more weeks until you get it right? There is a time when reasonable people give up their expectation of competence. The tabletop is very heavy; we were not able to move it alone to mark under the table and drill the holes that not been pre-measured for accurate alignment by your company. This is why we had reserved the ******************* in the first place. Your original delivery man told us that there should have been guide holes under the tabletop. We brought in a professional to finish the job that you had been unable to do, so that we could finally use our dining table. We had the furniture professional here for two hours to move and centrally align the tabletop and pedestal, to buy the correct (and vastly different) screws to the ones you had sent, and to drill the pieces securely together. Since you have agreed to the extra $122.45 refund for the White Glove portion of the transaction, we are willing to reduce our request to $200 (2 hours) to compensate for the expense of having the table installed by a professional installer. As such we will accept a total of ******, to settle this matter.
  
  Sincerely,
  ******** ****

• Initial Complaint

  Date:07/29/2024

  Type:Order 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.

  The vanity I ordered from this company came with the towel bar drilled in off-center and a malfunctioning faucet. The company asked me to send pictures, which I did. They told me I could fix the off-centered towel bar and passed me off to some other company they contract with about the sink. I dealt only with them. They should take responsibility and not hand me off to some other company. Shame on them. Other buyers should beware.

  Business Response

  Date: 07/30/2024

  Good Morning,

  
  The client was requested to send photos of her issues, which she promptly did. As per the faucet manufacturer's policy, clients are directed to contact them directly for assistance with faucet-related concerns. Accordingly, we have provided the client with their contact information. She simply needs to give them a call, and they will address her needs.
  Regarding the towel bar, an easy solution was provided to the client. Please refer to the email below for the details that were sent to her. Should the client choose to return the vanity, she will be responsible for all shipping fees and a 25% restocking fee. Our return policy is available here: *******************************************

   

  Thank you,

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

   

   

  Good Afternoon,
  
  Thank you for providing the photos. I apologize that you're experiencing issues with your faucet. Please find below the contact information for the manufacturer of the faucet. They will be able to assist you further with this matter.
  I understand your concern about the towel bar not being perfectly centered. Our products are handmade by craftsmen with extensive experience. Occasionally, due to the nature of handmade items, slight variations can occur as we do not use automated machines for production. Fortunately, the difference between the two sides is minimal and hardly noticeable.
  
  If you prefer, you are welcome to remove the towel bar and reinstall it to achieve the desired alignment. We appreciate your patience and ongoing cooperation in this matter.Please don't hesitate to reach out if you have any further questions or concerns.
  
  Simply Copper-
  ************  
  Quality Hammered Copper Sinks Handcrafted by Mexican Artisans - Free Shipping -Stainless Steel Sinks - Farmhouse Sinks (simplycopper.com)
  
  Thank you
  
  *********************
  Sales and Customer Service
  **********************************
  **********************************
  Email: ********************************
  Phone: *************
  Administrative Office Address: ********************************************************

• Initial Complaint

  Date:05/17/2024

  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.

  Found a reclaimed wood bed on the website for Woodland Creek Furniture. Made the purchase using a credit card April 3, 2024 for the amount of $2,869.18. Once the bed was finally received and unboxed I discovered it was plastic and very thin veneer. The product information said the bed is reclaimed wood. The product materials state 'wood'. The website at large and video say they use solid wood. The product 'MODERN CHIC SILVER ACCENTED RECLAIMED WOOD KING 4 DRAWER PLATFORM BED'. The product description is: this unique wood King ******** bed is made from Reclaimed Wood with Silver Steel accents. Clicking on the product info tab there is a line for wood/material type that simply shows 'natural wood'. The site also contains a video of ours vs other manufactures where they highlight they use solid wood and the craftmanship of the build.I contacted sales and was told that indeed, this product comes from overseas and is veneer. But I can return it for a 25% restocking fee and shipping costs. Phone calls and emails to them to ask them to make it right have resulted in only the 'return policy' script. They do not advertise a plastic and wood veneer bed, they advertise a solid wood bed.I have sent them pictures and highlighted the materials used 'wood' from their product description. I also sent pictures of the bed I received. This was not a shock to them, they know exactly what they shipped. This product is grossly misrepresented. I have downloaded and saved the product information and videos from there website; ******************************************************************************************************************************************************************************* I asked them to refund the purchase price and send a shipper to package and ship the bed back. They have refused. I also emailed the owner (all four emails bounced) and the ****

  Business Response

  Date: 05/20/2024

  Good Morning,

  It was explained to the client by me personally that this bed is made from reclaimed wood and maple wood, per the manufacturer.  It is not plastic or veneer.  We apologize if the sales representative misspoke. This bed can absolutely be returned to us for a refund.  Per our company policy, it is the responsibility of our clients to re-package product for return.  Once that has happened, we must be notified so our shipping department can schedule the bed to be picked up.  Once we have received our product back, we will issue a full refund.  The client can give us a call at ************ Option 2 once the bed has been repackaged.

  Thank you,

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

  Internet ********************** Manager

• Initial Complaint

  Date:02/28/2024

  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 four pillows online in October 2023 for approximately $274. Upon receiving the pillows I noticed the colors were not as depicted online. I contacted customer service and was told to take them out of the plastic and fluff them. I was also told its hard to represent colors depending on peoples monitors, but I explained the online images look the exact same whether on my phone, computer or tablet. None of which look like what I received. When I contacted them again to initiate a return, I was told that not only would I be responsible for the return shipping but would also be charged a 25% restocking fee for changing my mind. To which I said thats not the case, the product is not as shown online. They were not helpful at all. It would cost me almost half the cost to return the product after shipping and restocking fee.

  Business Response

  Date: 02/29/2024

  Good morning,

  
  We have clarified with the client that lighting conditions significantly influence color perception. Discrepancies between online photos and in-person viewing, compounded by variations in computer monitors and *********************, can result in perceived differences in color. Upon examination of the provided photos, it is evident that the color closely resembles what the client saw online.
  As per our company policy outlined at *******************************************, the client is welcome to return the pillow(s). We are prepared to waive the standard 25% restocking fee in this instance. However, the client will be responsible for covering the shipping costs for returning the product to us.
  Please feel free to contact us at ************ to further discuss the matter. 

   

  Thank you,

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

   

  Customer Answer

  Date: 02/29/2024

  Since posting a negative review on their website, they have since agreed to waive the restocking fee. However it is still my responsibility per the sales manager to pay for the return shipping. 

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased a shower curtain from Woodland Creek. The shower curtain is defective. Two pieces are sewn on a small shower curtain to make it larger. I bought this exact same shower curtain 5 years ago and it was all one piece of fabric. I contacted the company and they stated they had to talk to the craftsman. I received an email stating that is the way the curtain is supposed to be. If I want to return it I have to pay a 25% restocking fee. The shower curtain they sent is defective and I paid a lot of money for it. I tried calling and they don't answer the phones during stated business hours. Please help me get a full refund.Thank you **********************************

  Business Response

  Date: 01/30/2024

  Good Morning,

  We are sincerely sorry that the client does not like the shower curtain.  However, this is the way the shower curtain is made per the manufacturer.  It is not defective.  We are not sure where the client purchased her first shower curtain from, as she only has one order with our company.  Per the manufacturer, there is no issue with this shower curtain. Please see the email below from them.  The client was provided with this information as well.  The client can absolutely return the shower curtain per our company policy *******************************************.

  ******,sorry but the size of the fabric selvage to selvage  54, the width of the standard shower curtains  72x72, so yes, the seams are  required unless they need 52 shower curtain J
  Hope that helps, thank you.

  Thank you,

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

  Customer Answer

  Date: 02/06/2024

   
  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.
  I contacted ***** and he stated I could return the curtain and he would refund the full price. ***** emailed me back stating he received the curtain and agreed the shower curtain did not meet his expectations as well and would be contacting the manufacturer.  ***** kept his word and refunded the full amount of the curtain. ******* communication was very professional and respectful. 

  I want to thank the BBB for the exceptional service I received. Had you not stepped in, I would not have had the opportunity to speak with ***** and would not have received this outcome. Thank you so much for your assistance.  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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.

  Side rails are warped and bowed, Pilot holes at odd angles and one set was drilled in the wrong place, then redone right next to the incorrect holes. Stripped out screws holding side rail hardware. Side rails that are not flush or straight due to warping/hole placement. With the pilot holes that were drilled right next to each other, there is a high probability that those lag bolts may pull out, and then the footboard would need to be repaired. Very disappointing quality for the price paid. Company initially offered a 100 dollar store credit, bed frame was **** dollars. They changed this to a 100 dollar refund. They admit that the quality is not up to standard, but then insult you by offering 100 dollars as a refund. The side rails cannot be remade for 100 dollars when factoring time and materials.

  Business Response

  Date: 01/24/2024

  Good Afternoon,

  There must be a miscommunication with our client.  We were under the impression that there was an issue with the brackets on the siderails.  We thought the client fixed the issue himself.  He was offered a $100 discount for the inconvenience.  The client did not provide photos of the siderails, but did provide photos of the brackets on his siderails.  We'd certainly like to make this right on our end.  The client is more than welcome to reach out to our **************** Manager direct.  He can be reached at ************.  We sincerely apologize for any inconvenience this miscommunication has caused.  

  Thank you,

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

  Customer Answer

  Date: 03/18/2024

  Hello Sir or ************************* has resolved this issue. They sent out a new bad. Thank you.
  

• Initial Complaint

  Date:10/01/2022

  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 bought a set of tables (1 coffee table and 2 end tables) from this place on March 12, 2022. The business customer service rep who took my order (this is also advertised on their website (https://woodlandcreekfurniture.com/) said I would receive my tables in ***** weeks. It is now October and I still do not have them. To get an answer via email takes weeks. Whenever I call during the days and hours of operation, I get a recording and then sent to a voicemail. Their customer service is abysmal. Deplorable. I am fed up with being lied to. In July, after the 20 weeks passed, I was told they 'were on track for completion and delivery this month", The last e-correspondence I got from one of their reps stated that I would get the tables by Aug. 22, then September. It is now October and nothing. Their complete disregard and lack of attentiveness are both disrespectful to any customer and unacceptable. At this time, since there is nothing else that I can do, I expect my furniture to be delivered as they promised (and advertised), and also to have it delivered inside my apartment (they say they would just unload it outside of the building). That is the least they can do given how they have failed to keep their promise and how they've dragged me through almost 7 months now of unnecessary and useless correspondence.

  Business Response

  Date: 10/03/2022

  We can definitely understand the customer's frustration with lack of answers.  We were given a date the tables were to be imported and that date was missed, then we were given another date which we passed on, which also ended up being incorrect.  We are now just waiting for the tables to get through customs so we can finish and ship the tables out to the customer. They will ship out to him as soon as possible. 

  We do try to answer all emails within 24 business hours.  If a reply has not been received by then please check your spam/junk folder as some of our replies can end ** in there.  We also try to answer all voicemails within 48 business hours. 

  I do apologize for any lack of reaching back out to the customer, this is an area we will continue to work at improving.  I can see where there were a few days at times of no answers while an answer was being sought.

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18153699
  

  I am rejecting this response because:
  

  Woodlandcreek Furniture's claim about  answering emails within 24 business hours  and voicemails within 48 business hours is preposterous and a blatant misrepresentation of the truth. That never happens. Furthermore, I find the request to check spam/junk folders disrespectful. It just shows how out of touch these folks are with customers that do check all folders. None of the messages I received from these people ended ** in the junk/spam folder.
  

  I will not accept any excuses from this business until I have the tables delivered (Order Number: *****) and until I see they are in perfect condition. I do not want to go through the nightmarish scenario of having to return them because they were damaged while being shiped.
  Sincerely,
  
  ****************************************

  Business Response

  Date: 10/13/2022

  an email with shipping info was sent to the customer.  It shipped October 7th via ***** Freight with the PRO # of ************ and is expected to arrive at the terminal tomorrow, from there they will reach out to schedule the day/time frame for delivery with the customer.

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair 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.

  We placed on order for their Western Wind shoe and coat locker and had a few issues with the product. One the piece took over a month to be shipped with their craftsmen and customer service constantly informing me that it will be shipped out in a week. After receiving the product we were missing the hooks inside of the locker and the backing is made of a plywood material. After looking at the product description and looking over the photos on their website there is no mention or look of plywood as a backing. I received a response from the company that it is what they normally do because of weight issues and drilling for plumbing and electronics. It's a locker that's back is not secured and easily broken, it is not worth the amount of funds invested into this piece.

  Business Response

  Date: 09/14/2022

  The customer did reach out to us about the missing hardware and we informed them we would get it sent to them.  Per the picture online the piece obviously has a solid/plywood back and that is what was sent to the customer. https://**************************/western-winds-weathered-wood-coat-shoe-locker-1439xx.html

  Thank you