ComplaintsforThe Classy Home LLC

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This furniture was for my mother who was moving into an assisted living facility on 9/4.2024. Order date was 8/30/2024. Promised delivery by 9/4/2024. Their website says the order was shipped on 9/2.2024; called on 9/4 at 10:45a to see what time furniture would be delivered as the furniture had to be in palace for her to move in otherwise she would have nothing to sleep on. Classy operator said the furniture was not shipped contrary to website) and not in the shipping warehouse. She also said once received in furniture warehouse it would not be delivered until the week of 9/9. This would be too late (mother would have nothing to sleep on for over a week) so called back to cancel order. Operator 2 said she would email me with cancelation. Received email which said they now had the furniture in the warehouse (recall the previous 2 operators said it was not there) and their would be a 25% restocking fee if canceled. I again reiterate the original delivery date was supposed to be 9/4 as this furniture was needed so that my 85 year old mother would have something to sleep on. I was not willing to risk my mother not having a bed while Classy gave out misinformation, (shipped on 9/2) miraculously had the furniture in the warehouse to be shipped ( 2 people had previously said it was not there and offered no definitive date when the furniture would be delivered. How they can unprofessionally and heartlessly mislead people about shipping and delivering there product, for which they had already been paid is unconscionable and disgusting. I am unwilling to be a victim of there games and had no choice but to order other furniture which has been delivered. At this point all I want is my full refund of $726.19.

  Business response

  09/10/2024

  Hi ******,
  
  We greatly apologize for the frustration this situation has caused you. When you called, The Classy Home representative informed you that the order did not ship yet, which does not mean that the order is not in the warehouse. At that point, your order was already in the warehouse, but it had not been picked up. The estimated ship date of 9/02 is an estimate, and we are working our hardest to ship orders as quickly as possible.
  As a courtesy, we can further reduce the restocking fee to 10%, which would be $62.82. Please let us know how you wish to proceed.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a credenza and the hutch which goes with it on the Classy Home Website. The images were nothing like the actual products (very cheaply made and unattractive in person.). I was also shocked to find the bottom was not doors, but filing drawers! This piece was advertised as a credenza with hutch. I IMMEDIATELY told the delivery men to put both pieces back into the truck. The box containing the hutch was never even opened! The credenza was packed directly into the same box. After talking with an extremely rude man at Classy Home who repeatedly insisted I keep the pieces until this could be resolved, I told him this was unnecessary and made no sense as their delivery people were still here and willing to place the items back onto the truck. There was no way I would be keeping them! This saved them from having to send a truck back yet again to retrieve their items. I had them take the pieces away. After several emails/messages, I finally received a PARTIAL refund. They claimed that their policies require a 25% charge for returns plus shipping. I saved them shipping costs and I do not owe any 25% as the pieces delivered were NOT what was depicted on the website. In short, this company sells inferior products and then penalizes the customers hundreds of dollars when they receive their furniture. In my case, I was robbed of over $700. This company has their furniture back- one box was never even opened, and they also have $700 of my money which is theft. I am asking that this money be returned to me.

  Business response

  08/20/2024

  Hello *****,
  This is ***** from The Classy Home. 
  I appreciate you taking the time to share feedback.
  I  would like to sincerely apologize for the all the trouble you had to face with the order. 
  We do share all the item information regarding material, dimensions and assembly on the website.
  The item dimensions and color shade were correct as per the suppliers and it was delivered in the perfect condition.
  However, we wanted to accommodate you and you were reimbursed the full amount back to your account.
  I hope I was able to resolve your issue and I hope you choose to shop with us in the future.
  Thank you!
  

  Customer response

  08/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a recliner for $1400 that was supposed to be electric recline due to health reasons and that's what I had been searching for 6 months for What I received was a MANUAL reclining chair I made the order over the phone as to not have any errors. After recieving, i contacted the not so classy home for resolution. The 'lady' i spoke with **** was immediately mean and offensive, as if she was prepared to act this way towards customers. Instead of looking up whom sold it to me, she used phone logs to see if i had called, yet left out in her review a 15 minute call that i had on my phone. and claimed the email of the order which was days later as i was told it was, was when i ordered. the 2 emails i got were 2 minutes apart, my email does not work that quick, place order, order received 2 minutes later, it just doesn't work that quick, unless they were both sent at same time days after the actual phone order, their order system was down at multiple times and would have messages like, "you can't order until 9pm" so if i can't order until 9pm and i called and put in the order at 10am, then they wouldn't be able to place the order till later also, which probably wasn't done on sunday night at 9-10pm when the store was closed. She was also stating that maybe i ordered another chair from another store...NO, i have the chair that came from this business that i ordered from this business, (not the right one) but no i didn't order 5 recliners from 5 different stores and i'm not sure who would do that anyway?? IF I had wanted a manual recliner, i could have bought 3.5 of them from *******. Who would buy a $1400 manual recliner? no one. But of course logic and reason made no sense to her, with the ** attitude of the customer is never right. When asking for replacement info. i got no response, so now i have a recliner i can't physically use and a box it came in taking up my small lake cabin for over a month now. People used to have morals and character, but not anymore.

  Business response

  06/27/2024

  Hi,

  According to our records, your order was placed on 4/25 when our company was closed for a religious holiday. It appears that the manual version was selected, although the power version is available. While the power version is pricier, we can try to work out a better price and have you return the manual sofa according to our return policy. Please reach out to us if you would like to proceed with the exchange.

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Simply not true, i spoke to someone when i made the order, just because the email order confirmation came out later, as they said it would, does not mean i ordered it on that day.  the person used phone records to verify purchase date, although conveniently left off the day my phone records show a 14 minute call. when i placed the order,  now she wants to offer return at my expense, after a month i had to get rid of the huge box taking up my living room,
  so now i'm stuck with a $1400 chair that i can't physically close when trying to sit up from recline.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/18/2024

  Hi,
  Your order was placed on 4/25 when our company was closed. We do not have any phone records on that day. You may provide us with the 14 minute phone call recording so that we may review it.
  
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made my order on February 28, 2024. For the Neo ****************** fabric right facing chaise sectional. My shipping date was March 6th, 2024. I have already gotten rid of my old couch and now have been without a couch for over a week. Until the 6th of March I didnt get any updates at all. In March 6th, after I sent a request for information, asking if my order was still being shipped the next day (I sent this message on March 5th, 2024) just to make sure, and the next day I was sent a text and email, saying the couch was at the wrong warehouse and would need to be shipped to their warehouse, and my new shipping date was changed to March 21st, 2024. Apologies are pointless if you dont mean them and you continue to do these things, not just to me but others as well. So, I check my messages and see that they have, AGAIN, changed my ship date to April 1st, 2024. They are claiming its on back order, yet they are still advertising it on their site, as if its available. I wonder if someone else was shipping my couch and Im being made to wait. And AGAIN, more pointless apologies, because I see the reviews and multiple people have this issue. And only now are they offering a ONLY 25% shipping discount. First of all, I shouldnt have to pay shipping now, since yall have made me wait and Im without a couch to sit on or kids to sit on. And because I was told March 6th, and now it says an ESTIMATED SHIP DATE of 4-1-2024. That almost a whole month and thats not even a definite of the item shipping on that date. I should get a discount on the price of the couch thats 25% or more since I have to sit on a hard floor if I want to go in my living room. Im disabled so that isnt an option, because I have a lot of issues with my back, and suffer from chronic back pain, nonstop even with meds. They do not deserve an A+ because they are basically taking money from people for an item and not telling them the item isnt available. Making them wait and go without furniture.

  Business response

  03/18/2024

  Hi *******,

  We deeply apologize for the aggravation this order is causing you.

  Please understand that we do not keep inventory, therefore we need to rely on the manufacturer for any product status.

  We generally offer compensation once the order is delivered. Feel free to reach out to us then so we can properly review the situation and offer fair compensation. 
  

  We appreciate your understanding.
  
  

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I dont want to close the complaint until there is proof and the promise from The Classy Home has followed through with this. Because they didnt give any type of estimate. I have been without a couch for weeks. This is not just aggravation, this is stressful. My kids cant even sit on the couch they have to sit on the floor, because I thought the couch was coming. Ive gotten 3 different shipping dates, as well as 3 different excuses. I was told first that the item was in stock at another warehouse, and it would be shipped to their warehouse and then to me. THEN, it was told to me that it was out of stock at the time I ordered it and it had to be made, and that until the  order is made, the item isnt built/created, etc. THEN I was told that it is on back order, and it will be an estimated April 1st, 2024 when it is ESTIMATED, that it will be shipped again. How does the store not know how many of these couches are sold, and what is actually going on with the order. I got some email saying Id get 25% back for SHIPPING. Thats isnt anything, definitely not worth seeing my 3 and 7 year old sitting in the floor for the past month, if you have an item on back order, stop trying to sell it on the website. Dont be selfish, be honest. If you dont know what is going on with the manufacturer, then you shouldnt be operating a website that sells their furniture, and giving the customers a bunch of different excuses, and then think that offering them some compensation without details, is good enough to close the complaint. I already had to wait a week before I heard anything regarding my order, I had to ask, and then **** decided to start making excuses. A good business knows what it going on with the company they sell for. If they are saying all these different excuses, you need to deal with someone else, the only other place I seen this exact couch, is a place in ********, sc so Im not sure if they are using the same manufacturer, but this isnt ok. The floor downstairs even with a rug is hard, and making them have to stay in the bedroom for a month all day after school and the entire weekend is just ok. They dont deserve to have to go through that because grown business people cant go the extra mile to make sure they are dealing with a good manufacturer, and because a manufacturer is lazy. Stop selling the items on the site if its out of stock or on back order. Because Im sure I am NOT the only one that has had this issue, with completely different items, from this store. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/08/2024

  Hi *******,
  We apologize for the delay in delivering your order. We understand that it may have caused you inconvenience and frustration. Please know that your order was a special request and was produced only after receiving your order. We did our best to speed up the process and kept you informed of the progress throughout. We are happy that we were able to reach an agreement and resolve this. We hope you enjoy your new sectional.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Last week I ordered a twin headboard online from AFI. It was shipped by The Classy Home. It arrived today. My husband and son immediately put it together to attach to the current frame. It does not fit. It is too small. The headboard is made in *******. It should not be sold in the US. Our frame is a standard twin bed frame. If it is not a standard twin it should be clearly stated in the description of the product.Since we know no one else could use this product, we can't donate it either. It is going in the dumpster.

  Business response

  01/17/2024

  Hello,

  We are incredibly sorry for the inconvenience you are experiencing with this order.

  We do mention the item dimensions on the website for all items for you to reconfirm prior to the purchase. 

  Please see the link for our return policy - *************************************************************

  We apologize again!! 

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There were many many apologies but nothing of substance.  We DO have the bed and its original packaging but it would cost me more to ship it and pay the restocking fee than the headboard is worth.  No financial loss for them, lots of financial loss for me.  Who could imagine that a company is allowed to sell a "twin headboard" in the US that doesn't meet US standards for a twin headboard? They say the dimensions are on the website.  They should be in RED letters at the top of the site, on the order page, and again at checkout.  Shame on them.  Deceitful business practice.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number: *********. On November 11, Classy Home advertised two chairs on sale for $445.47 per chair. I ordered and paid for 2 that same day. The total paid was $1039.94 (which included shipping and tax). I then noticed the chair price was lowered November 13 at $398 per chair. I spoke to a sales rep at classy home that day to see if they would honor the new price, and their rep confirmed, in writing, which I have, that they would and would refund me $102.76 and deliver the chairs. On the day they were set to ship, Classy Home canceled my purchase, citing a pricing error, and are now asking me to pay a significantly higher price $826.88 PER CHAIR, which would amount to almost $2000 after tax and shipping. Not only is this false and deceptive advertising, which induced a sale, this is also a breach of a binding contract where they offered the product at a set price, I accepted the offer, and submitted consideration. The chairs are still in stock because the company is now asking me to pay over double the price. I want them delivered at no additional cost than what was originally advertised, agreed upon, and paid.

  Business response

  11/29/2023

  Hello ******,
  Thank you for sharing your feedback.
  I would like to apologize for the inconvenience you had to face with the order.
  However, please note the price was a typographical error on the website for specific items, and it was updated shortly after your order was placed.
  Our team would like to apologize for this error from our side and offer an increased discount to accommodate you with the current price.
  I hope you understand our concern and forgive us for the mistake.
  Please review the attached terms and conditions on pricing errors.
  Thank you!
  

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Your sales rep directly contradicts that it was a typographical error in the attached support case. This was 2 days after I purchased the chairs and I reached out because the price dropped the next day. They honored the discount and said that they would be refunding me the difference. In short, this is a written confirmation from your sales rep that the company would not only honor the original price, but also the subsequently discounted price, which, based on advice from legal counsel, is not something your terms and conditions cover.  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  What further discount can you provide? Right now the chairs are $681.16. Please see attached. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/14/2024

  Hello,

  Please reach out to me at *********************************** so I can assist you further with the discount and pricing.

  Thank you! 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - on 9/13/23 I ordered this dinning table from the classy home. I was sent and email confirming the order. It was to be estimated delivery date of 9/19/23 - 9/19/23 order doesn't come. I call the classy home and put in a support ***********/28/23 I receive a response from my support ticket. Stating the table top got damaged in transit and the manufactures are sending a new table top to get to classy home by 10/12/23 - 10/10/23 Table has shipped - 10/19/23 Received delivery of table and signed for it. - 10/19/23 I proceeded to open the smaller box of the table and noticed immediately it was the wrong color. I then look at the box and for the color it says 'Rustic.' I ordered Light Oak. I immediately contact customer service. I was asked to send photos and I did. - 10/24/23 back and forth with the company. The classy home is stating it is not the wrong color and that table only comes in that color. I send screenshots of the item description on their site. I also send new photos of the table color in natural sunlight. I also mention one of their reviews from another customer stating they sent the wrong color and the company did nothing to resolve it. - I have experienced terrible customer service as they are stating I am in the wrong here. I want my money refunded and I should not have to pay to ship the item back. They need to fix the color description on their website as well. -The table does not match the chairs I have, I wouldn't have purchased this color at all. Also the holidays are coming up and I will be without a table due to this disaster.

  Business response

  11/26/2023

  Hello *******,
  This is ***** from The Classy Home.
  First of all, I would like to sincerely apologize for the trouble you had to face with this order.
  I am glad we were able to resolve the issue with generous compensation.
  As of 10-26-2023, we came to a settlement and honored a satisfying amount of reimbursement to accommodate for the inconvenience you experienced.
  We are sure youll enjoy your beautiful Dining Table.
  Thank you!

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a table from Classy Home that does not look like what was in the item listing on the site. The colors of the stripes on the whole table are supposed to be all the same blue color. As you can see from the photos, the top of the table has greenish stripes. Classy Home says that because each item is made separately, that each items colors can vary. This is NOT stated on their website for the listing and I have proof of that in case try to go in and modify the listing. I already have the matching table to it and the colors are correct and all blue. I requested a full refund with no return shipping charges and was denied both. This is fraudulent advertising.

  Business response

  04/03/2024

  Hi ******, as per our records a free return was accepted and a full refund has been issued to the card on file. Thank you!

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a matteo ***** stand back on February from the classy home . It was delivered to an old address through fed ex and our old neighbors have a video of our ***** stand being stolen from this property. The police were handed over this video of the thieves . I called fed ex who pointed me back to classy home . When I contacted classy home they said it was fed ex issue but fed ex assured me classy home would send out a replacement for me .it is may 12 and I have not gotten a replacement or a refund as I requested.i advised classy home that I would dispute rhe charge with my bank but because classy home told my bank they were not in the wrong because rhe ***** stand was delivered my dispute was denied. The bank states I have to fight again months later to get my money back. I am out of a ***** stand ( I had to purchase a whole new bedroom set from another company ) and my 181 because classy home left me hanging .I am requesting a refund since my ***** stand was delivered to an address that was no where on my order

  Business response

  05/16/2023

  Hello ******, good morning!

  We're extremely sorry for the inconvenience and trouble you had to face.

  Your order was cancelled and the payment was refunded to your account; it should appear within 3-5 business days, depending on your issuing bank.

  Thank you for patience and cooperation with **.

  Customer response

  05/17/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased February 10, 2023 a Headboard and bed frame from The Classy Home *************************************************************************************************************** Cost $923.69 I purchased a White ****** *************** and from using the size dimensions listed on the product specifications on The Classy Home page (Following copied from Classy Home Website)Dimensions: L 86 X W 81 X H **** Item Features:White ****** Fabric Deep Detailed Tufting Chrome Trim on Headboard Chrome Legs Full Slats (Box Spring Not Required)Fits Eastern ****************** Color Code : BZ158-00 Country Of Origin : ***** The description of the ********** and frame clearly states that it fits an Eastern King size mattress. Upon receiving the merchandise, it was assembled and my current mattress was put into the new bed frame and headboard. This mattress has been used with two other high quality bed frames and headboards without any size issues. *I informed them that the bed was NOT to the dimensions listed on the website and they requested the attached photographs showing the size of the bed.*I was then requested to send a video of the frame being measured and I cooperated and sent video TheClassy Home told me I wasnt measuring properly. The measurement was to be taken from the outside edge of the ********** and frame. (Hypothetically speaking, if the measurement was taken on the outside perimeter - the frame and headboard still LACK close to 2.5 inches in length!)IF I am purchasing a bed frame that is listed on the website L 86 & W 81 - what would inform me that was an OUTSIDE measurement? The mattress does NOT fit on the outside of the frame - it lays WITHIN the frame! According to the response I received, it is assumed that I am to guess the inside perimeter of the frame they are selling and HOPE my mattress will fit! It is clearly obvious that the ********** and Frame are NOT the size listed on the website.All I am asking for is a full refund and the classy home pay the shipping charges to return this ********** and Frame.

  Business response

  03/08/2023

  Hi ***,
  We would like to clarify that the dimensions listed on our website do not necessarily refer to the mattress measurement. The dimensions we provide pertains to the overall size of the product, including its frame or any additional components that come with it. We sincerely apologize for the inconvenience this may cause you.
  
  

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  According to the classy Home website the description states as exact phrasing from their website:

  Details: Make the Lexi white velvet bed part of your dream bedroom setup. This bed has all of the bells and whistles you want, including a super tall headboard that stands nearly five-feet tall. The bed is covered in white velvet fabric for a luxe look, and it's deeply tufted for added luxuriousness. The headboard is soft and welcoming against your back and head as you read or watch TV in bed, and the bed rests on chrome legs for dependable sturdiness and durability. Use it without a box spring or foundation, since the slats are included. Dimensions: L 86 X W 81 X H **** Weight: 138 lbs

  No where in that description does it refer to the dimensions being Overall Dimensions. It states Dimensions. 
  

  If a product for sale is not correctly listed on their website - it is called false advertising!

  It is the responsibility of The Classy Home to provide a detailed and accurate description on the products they are selling!!!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩