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:01/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 9/17/22, I stopped into the store, Dyphor in ************, **. The owner ********* came over and took over for the employee. I selected a few pillows to be ordered. Will waiting to be totaled up, I saw bedding that would need to be ordered. I noted the ******* had a few water marks but was fine with it. To be clear, I took home 4 pillows and 2 pillowcases. At the front desk, she totaled me up never showing me a receipt of all the prices. She had no signage stating her store policy on refunds/returns/exchanges/credit. Instead, she gave me my total of $7,675.69 and I handed her my card and paid. ********* then asked me to sign the receipt, which I believed was the credit card signature of payment. She did NOT hand me a copy nor stop to explain her policy or make any declaration of the stores terms. The ONLY receipt I received was text message w/the total amount. The next day, I was in Bloomingdales & saw the same pillows for HALF of the price ********* quoted me. I googled the brand, found the pricing was also lower than Dyphor for the same pieces on the brands website. I reached out to Dyphor via Instagram since it was after ************** check their DMs. I explained the situation & received a response that they would price match the pillows if I showed proof. I explained I would prefer to cancel the order. I was then given ********** number to call her the next day. I called ********* in the morning and explained the situation to her. She told me shed price match if I showed proof and that big stores like Bloomingdales get reduced pricing from the vendor because they buy volume. She told me her store policy was no refunds and I stated she did not tell me that, that there was no signage and I didnt receive a receipt. She said she didnt care and I could do what I want because she was at a site with four trucks ready to bring furniture in and that its just pillows. I explained to her again that I had no idea of the terms and conditions and I had just made the purchase 2 days before. She claimed she already placed the order with both companies and could not cancel. I finally left off and called Citibank and made my initial request to dispute. The person I spoke with asked if I had merchandise on hand. I stated I did, but not everything since some was ordered, I asked if I should go right then and return it and was told, No, hold it under we figure this out. Then you can go back and return it all or pay for what you want to keep because **** wasnt able to dispute a partial amount. I called Citibank again to appeal on 10/15 speaking to a Supervisor, where I explained the situation again. ***** asked if I had merchandise, I explained once again what I was told and she asked me to go to the store and return it. I got into an uber and went to Dyphor. I walked in, filming the entire transaction, where I nicely placed the pieces on the table and bench in front of ********* in the exact same condition, I received them. I stated I was returning them and she out right refused claiming it was their policy. I then stated again that she had never told me, there wasnt signage and I never received a receipt. She kept saying it was her policy and that all of the items were custom. I disputed this as I purchased them off the floor and never received the rest of the order. She told me people can come up with their own narrative and that I signed their policy. I explained I wasnt given a copy, wasnt told and thought it was the signature. Her husband came over and she explained to him I wanted to return, he said we dont return, but then asked if I ordered online. I said, no I purchased in store. She kept saying they were custom and I stated they were floor samples. One again I said I wasnt told their policy and had contacted them immediately. She said, well, Im telling you now. He said its on the receipt and I said, I never had one. He made a face like, oh boy, and walked away fast. I left the items there while she continued to say, you signed the paper and once the credit cards see your signature Ill win. I also have not received the custom part of my order. I was told the pillows would take 2-3 weeks and the bedding 6 weeks. It is now 1/3/23 without any follow up from Dyphor in email, text, DM or letter. No price tags were on any pillows or bedding that I looked at. I do not have any Dyphor merchandised. Nor the custom order. I have video of the conversation when I returned the items on 10/15 as well as pictures. ** Legislation 197-B, Dyphor is in violation of overcharging, failure to have price ticketed merchandise, and failure to visually display their store policy. "Retail price" means the lowest advertised, written, posted, or marked price of a stock-keeping unit. "Overcharge" means a price charged that is higher than the retail price. Pricing requirements. A retail store shall: a. Display the retail price of each stock-keeping unit offered for sale, either on each unit or on easy to read shelf tags, or signs, located directly above or below or immediately adjacent to every stock-keeping unit or group of stock-keeping units of the same brand,size and price.

  Customer Answer

  Date: 01/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Dyphor New York regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After a long drawn out, confusing and verbally offensive negotiation with owner, ********* from 11/18/22-12/13/22 regarding an order that was paid for on 11/29/22 and then materially changed- the owner removed a $3000 rug from the invoice without notification or price adjustment and I only became aware of it after I made the payment. Terms changed as well- shipping and tax was not included. In light of these changes I revised a new list and completed payment in the store with co-owner ***** and Employee, *******, on 12/14/22 in the amount of $16,627.87. I signed the invoice. Thereafter, The owner, *********, decided to cancel my order and charge me a 30% restocking fee on items that were never delivered with no documentation of said fee. No signage is posted anywhere in the store, nor outlined in the signed invoice. In addition, she herself made the decision to cancel the order and leave me without the furniture I paid for. I then filed a dispute with Affrim in the amount of ******** which was refunded to me on 12/20/22. There is still an outstanding amount of $6,627.87 paid in cash which the owner, *********, refuses to return to me. she remains unresponsive and hostile towards me and my requests for a refund or the collection of purchased product. Again, I never received any product from Dyphor, and they have had payment from me since 11/28/22. I am requesting assistance from the BBB in returning my payment of $6,627.87 and/ or the outstanding product purchased. As of today, I have an empty unfurnished house since November. She is aggressive, deceptive and abusive. Using inappropriate language, called me a b**** When I came to the store on 20/22/22 to ask again for my products or money back- she called the police falsely accusing me of stealing. I wouldnt wish this experience on anyone. She is not fit to run a business in ************* and is praying on patrons and young employees. She must be stopped. thank you More text evidence upon request

  Customer Answer

  Date: 01/22/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Dyphor New York regarding complaint ID ********.
  
  Sincerely,
  
  *************************