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:04/26/2024

  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.

  Purchased the Nevis Gray Woven 4 Piece Patio Sectional with Sunbrella Fabric (Plank and Hide) for $3199. Advertised to have Sunbrella fabric. It does not. I was told that they changed the fabric but that it is made the same as Sunbrella...5 years Solution dyed fabric. Misadvertisement. The floor model had Sunbrella labels on it. I would like Sunbrella, as the floor model had. This appears to be a bait and switch.

  Business Response

  Date: 04/30/2024

  Plank & Hide (P&H)
  appreciates the consumer purchasing a ***** 4pc sofa group from ** ****** –
  it’s one of our most popular collections and is featured by many retailers
  throughout North America. *********™ fabric has not been offered for sale on
  any P&H outdoor group since 2020, when the switch from *********™ to
  ******* ******* (aka *************™) occurred. Both fabric brands are made
  exactly the same using performance tested/ high grade solution dyed acrylic
  fibers, only difference is in look and feel, with each offering different
  colors, patterns, and hand (feel/ softness/ texture). *************™ also
  offers an identical 5 year warranty as *********™, making the overall switch
  for P&H wholesale buyers very easy to understand, and simple for the
  retailer to communicate the change to their sales team and ultimately the
  consumer. Based on this situation and the consumer’s BBB statement, we infer ** ****** had a floor sample displayed with *********™, yet the salesperson
  correctly confirmed at time of sale … “the fabric changed to a comparable
  product and is made the same (with solution dyed acrylic) as *********™”. No
  bait and switch, consumer acknowledges they were verbally informed the
  *********™ fabric shown on floor display was different than what they would
  receive.
  
  Our brand’s responsibility is to
  represent and deliver elevated and sophisticated designs, high quality frames
  and construction, a proprietary cushion (seating) system and comfort
  technology, high end performance fabrics, and competitive pricing and terms to
  authorized P&H resellers (like ** ******) … then we train, support, and
  evaluate each retailer as they promote and sell P&H products. In our view,
  P&H and ** ****** represented the ***** product (and fabric brand)
  correctly in this case; however if the consumer remains unsatisfied, follow-up
  should be redirected to where the transaction and sales conversations occurred,
  ** ******.
  
  Thank you for your Plank &
  Hide support – ***** is truly a beautiful and one-of-a-kind collection.

  Business Response

  Date: 04/30/2024

  Plank & Hide (P&H)
  appreciates the consumer purchasing a Nevis 4pc sofa group from ** ****** –
  it’s one of our most popular collections and is featured by many retailers
  throughout North America. Sunbrella™ fabric has not been offered for sale on
  any P&H outdoor group since 2020, when the switch from Sunbrella™ to
  Z-Woven Fabrics (aka Sunbelievable™) occurred. Both fabric brands are made
  exactly the same using performance tested/ high grade solution dyed acrylic
  fibers, only difference is in look and feel, with each offering different
  colors, patterns, and hand (feel/ softness/ texture). Sunbelievable™ also
  offers an identical 5 year warranty as Sunbrella™, making the overall switch
  for P&H wholesale buyers very easy to understand, and simple for the
  retailer to communicate the change to their sales team and ultimately the
  consumer. Based on this situation and the consumer’s BBB statement, we infer RC
  Willey had a floor sample displayed with Sunbrella™, yet the salesperson
  correctly confirmed at time of sale … “the fabric changed to a comparable
  product and is made the same (with solution dyed acrylic) as Sunbrella™”. No
  bait and switch, consumer acknowledges they were verbally informed the
  Sunbrella™ fabric shown on floor display was different than what they would
  receive.
  
  Our brand’s responsibility is to
  represent and deliver elevated and sophisticated designs, high quality frames
  and construction, a proprietary cushion (seating) system and comfort
  technology, high end performance fabrics, and competitive pricing and terms to
  authorized P&H resellers (like ** ******) … then we train, support, and
  evaluate each retailer as they promote and sell P&H products. In our view,
  P&H and ** ****** represented the Nevis product (and fabric brand)
  correctly in this case; however if the consumer remains unsatisfied, follow-up
  should be redirected to where the transaction and sales conversations occurred,
  ** ******.
  
  Thank you for your Plank &
  Hide support – Nevis is truly a beautiful and one-of-a-kind collection.

  Customer Answer

  Date: 04/30/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ***
  

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ***
  

• Initial Complaint

  Date:08/11/2022

  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 purchased a Plank & Hide 12' ****** Shuffleboard table from ****** ******* ***** ********* ****, ************* ** ***** back in on November 6th last year. I also purchased the dinning top for it, but was told the top was on back order and I would get it in about 60 days - I am still yet to receive it.
  I was told at the end of March (about 120 days later) that it finally came in and then the next day they called and said it was to badly damaged and broken in multiple pieces.
  I then reached out to Plank and Hide directly April 25th to see if ****** ******* was just giving me the run around or if the problem was their company and they told me the issue was not with ****** *******. The item needed to be shipped from over seas and it takes a while.
  After a few emails back and forth - they said that it would be in before the end of June.
  Then when I reached out in at the end of June - I was told mid-July.
  Then I sent a few emails at the end of July and finally received an email from Lauren Mastriano on July 26th stating that she would look into it, had been out on a business trip for a week and half and trying to catch up.
  I sent a couple of more emails with no answers. So now I am reaching out to you for help - because it has now been over 9 months and getting close to a year from the time I purchased this item
  
  I either want the top I paid for in the very near future or them to take back the shuffle board table I have and give me a full refund for the shuffleboard table and top so that I can purchase a shuffle board table that has a top. The main reason we purchased this table was that it had a table top to turn it into a buffet table and it would protect the playing surface when not in use. There were other tables we actually liked better, but wanted one with a table top is why we chose this one.
  
  Thank you for any assistance you can give with this matter.

  Business Response

  Date: 08/15/2022

  Thank you for your purchase of a Plank & Hide Shuffleboard table.  We hope that your family is enjoying use of the table.  Unfortunately, the dining top that you ordered is an exclusive item that ****** ******* orders.  It is not something that we regularly stock and do not have other retailers ordering it.  We apologize that you had to wait on the dining top from your original purchase and again after the retailer received it, due to damage.  These things do happen from time to time and are out of our control.  Because it is a special order item, we had to place it on order and wait for it to ship on a container from overseas.  The item did ship in April, but if you are familiar with the current freight delays from overseas, it is nearly impossible to predict when shipments will deliver.  What normally would take 30-45 days has quickly become a 90 day transit in some cases.  

  Fortunately, your top has arrived to our warehouse and we will be shipping it out to ****** ******* this week.  Again, we apologize for the delays and appreciate your patience.  We hope you enjoy your Plank & Hide game table for years to come!

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** *****

  Until the buffet/dining top is actually in my possession or the shuffle board table is removed from my home with a full refund for it and the top - I will not be satisfied.

  I do understand shipping issues, because I have had many issues that I deal with that are affected by the shipping issues with my job. That is the reason I waited so long to actually file a formal complaint - I filed it now because at this time it has gotten ridiculous and the fact that multiple emails to your company asking for an update were not answered, just lead me to believe that customer service was not high on your priority list. 

  Also - I have a hard time believing that ****** ******* is the only company that orders this top from you when your website states that optional wood dinning tops are available for not only the table I purchased, but the majority of items you sell. That is why I am assuming the name of your company is "Plank and Hide".

  I called ****** ******* before typing this reply and waiting to here from them. If I do actually receive the top in the very near future as you said it is being shipped to them this week - I will ask to clear my dispute.   

  Business Response

  Date: 08/16/2022

  The dining top is shipping to ****** ******* today, via Fed Ex.  Tracking # *************

  Customer Answer

  Date: 08/23/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** *****

   

  The table top did arrive today, but it is damaged. ****** ******* left it at our house, because it is usable and will protect the shuffleboard table - unlike the last one that arrived damaged in April, but it is still not what I paid for! 

  If it is going to take another 3 months or more to get the replacement - that will push it past the 1 year mark that we paid for this and still did not get what we paid for!

  Business Response

  Date: 11/10/2022

  *** *****-

  We apologize that your Dining Top arrived damaged a second time.  Because it is such a large piece, this does happen on occasion and is out of our control.  The dining top that you ordered is an exclusive item that ****** ******* orders.  We do not stock this item in warehouse, and thus, it had to be put on a future container to ship from overseas to the US.  The item was added to a container that will leave overseas by the end of November.  From there, it may take up to 60 days to arrive at destination, due to the continuing state of port and rail issues in the US. 

  We have asked our supplier to take extra precautions in securing this specific dining top.  We apologize for this unfortunate series of events.  

   

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** *****