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:07/08/2025

  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 a children's bed via ****** from Max & Lily direct on 06/10/2025, item was delivered on 06/19/2025. Upon opening to assemble a couple of days after delivery I found a main support piece to be cracked/damaged. I contacted Max & Lily, provided an invoice copy and photos/information of the broken piece to which they replied via email same day that it should process within 3-5 days and ship shortly after. I contacted ****** to see if they could contact Max & Lily to ship/process a little faster because we need this bed assembled asap, to which ****** said they could not. After that conversation ****** placed a re-order for the bed at no charge which I did not ask for nor consent to, I don't need a new bed, just a few pieces that were broken. I caught this after the conversation and called them right back to cancel that order. They assured me it would be canceled within 3-5 days. They did cancel the order but Max and Lily emailed me shortly after saying the replacement piece has been canceled on their end as it appears ****** is now handling the issue and to contact them for assistance.
  
  Now I have no replacement piece coming and need it ASAP. I have contacted Max & Lily multiple times to let them know what is going on and to try and get the replacement piece but keep getting told I have to speak with their manager for that department. I have yet to get a call and every time I call in to ask for her the employees are telling me she will get back to me and there is nothing they can do for the replacement since it has to go through the manager.
  I also inspected the other pieces to be safe and found 2 others that were also cracked that I need to get coming with the other piece.
  
  I'm writing this complaint to get someone with substance to actually call me and get this handled as my kid is without a bed. I've been emailing and calling in for over a week trying to get this handled. I will be more than happy to take this complaint down when I get the replacements in.

  Customer Answer

  Date: 07/08/2025

  Georgia from Maxwood Furniture reached out today 07/08/2025 and is taking care of the issues. Thank you Georgia for your help, this case can now be closed.

• Initial Complaint

  Date:07/02/2025

  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.

  I ordered a bunk bed at beginning of June. I received the order and noted the bunk bed pieces were damaged. I noted the shipping box appeared undamaged but the bed pieces were broken. I attempted to have Max and Lily of Maxwell furniture fix the issue. I was told next week, then they added two to five days. I was assured last week they had all the parts together and were waiting on FedEx. On this date I found out that was a lie. I attempted to start the refund process , however was told until the replacement parts make it to my home, no refund will be started. However I do not know how long it will take them to send me these parts and I need to buy my children a bed. I’m not sure why I can’t just mail the damaged bed back immediately.

  Business Response

  Date: 07/02/2025

  The customer contacted us on 6/19 regarding a damaged bed. A replacement order was promptly created on 6/20. At that time, in-stock replacement items were typically shipping within 2–5 business days. However, this particular order experienced a slight delay. To apologize for the inconvenience, we issued a $50.00 refund. As of this morning, the replacement items have been loaded onto a FedEx truck in preparation for shipment. Tracking information has been provided directly to the customer.

  Customer Answer

  Date: 07/02/2025

  
  
  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 appreciate the fact that after the BBB involvement , a more satisfactory effort was placed into this issue. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/17/2025

  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 originally ordered a dresser on May 23rd. It was delivered damaged on May 30th. I messaged their customer service regarding this on May 30th. They emailed that they shipped the replacement part on June 9th. And provided a tracking number on June 10th that stated the package was on a truck from the shipper to *****. On June 13th it still showed the same thing on ***** tracking site they said it is on its way to ***** and can take up to 10 days to process. As of today the 17th it is still showing as on its way to *****.

  Business Response

  Date: 06/17/2025

  We sincerely apologize for the delay in delivering your replacement item. We’ve reviewed the tracking information, and it appears the package has not moved with ***** in approximately 7 days and we will now consider this to be a lost item.
  
  We will be sending out a new replacement. Your new reference number is **********.
  
  Again, we truly apologize for both the initial damage to your item and the delay in getting the replacement to you. We appreciate your patience and understanding, and we're committed to making this right.

  Customer Answer

  Date: 06/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you have still failed to send out a replacement part or respond to my email with even a potential ship date. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 06/24/2025

  The replacement order was submitted on June 17, 2025. At that time, the item was unfortunately out of stock. It is now back in stock, and a tracking number has been assigned. You should begin to see movement on the shipment within the next 24 hours. Tracking information has been emailed to you.

• Initial Complaint

  Date:03/24/2025

  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 bought furniture online. 3 beds and 2 dressers. One bed never arrived. The company acknowledges this as they say it got stuck in shipping. But they never resent it nor refunded me. I have emailed for weeks, literally at least 20 times, I have called and left voice mails asking for return calls, I have done chat with botts. Email is also like botts. I can't tell. But I have spent many hours trying to deal with this and my daughter has slept on the floor for a month now. I will also contact my credit card but I think this is so dishonest and cruel to waste my time like this and ignore my emails, make me sit and wait for something that is never shipping, etc.

  Business Response

  Date: 03/25/2025

  The customer contacted us on 2/10 requesting the cancellation of one of the two full beds she had ordered. On 2/11, we processed the cancellation of this bed, and the customer was set to receive two twin loft beds and one full loft bed. On 2/17, the customer reached out to inform us that she did not receive the full loft bed and requested a replacement, preferably a twin loft instead. We initially attempted to locate the full loft bed, which appeared to still be in transit, but since there was no movement with the shipping company for over a week, we decided to send the requested twin loft bed.
  
  On 3/13, we issued the customer a replacement invoice for the new twin loft bed. The customer confirmed the invoice on 3/20, and the replacement began processing. The twin loft bed is now in transit. However, due to some confusion with multiple emails, we also refunded the customer for the full bed that never delivered on 3/20 as requested, and we sent her a confirmation of this refund on the same day. Since the customer has been refunded, we will be turning the replacement bed around back to our warehouse. 

  Customer Answer

  Date: 03/26/2025

  I think the issue is resolved.  Thanks for your help. They refunded my money.

  Customer Answer

  Date: 03/27/2025

  
  
  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 think the issue is resolved.  Thanks for your help. They refunded my money.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/07/2025

  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.

  On 9/30/24, I purchased a loft bed set including a staircase with drawers, a dresser and a desk with chair from Maxtrix/Maxwood Furniture. Upon delivery, both the staircase with drawers and the desk arrived damaged. I promptly reported these issues to Maxtrix Furniture and was assured that replacement parts would be provided.
  Despite these assurances, I have been waiting for over two months for the replacement staircase to arrive. During this period, Maxtrix Furniture held a ‘Black Friday’ sale offering the same items at a reduced price. I requested a price match, considering that my order was still incomplete due to the damaged items. The company declined, stating they are "unable to price match items that have already been delivered," despite the fact that my delivery was incomplete and the products were unusable due to the damage.
  The prolonged delay has caused significant inconvenience. We had to unbox and rebox many components of the loft bed and store them for an unknown duration, which added stress and confusion. Communication from the business was poor and lacking. Due to inadequate storage space, we became a burden on a family member by storing the items at their place. We have been sharing a bed with our toddler for four months while we’ve waited for her bed to arrive. This situation has been unfathomable, representing the worst customer service and longest wait I have ever experienced.
  
  I am seeking the following resolutions: Compensation for Inconvenience: A partial refund to account for the prolonged delay, additional storage burdens, and the stress caused by the situation.
  Price Adjustment: A price match to reflect the sale price that was active during the period I was awaiting the replacement parts.

  Business Response

  Date: 02/07/2025

  We have reviewed their case, and we fully understand their concerns regarding the delayed replacement parts and the issues with communication.
  
  We have already reached out to the customer via email and will be honoring their request for a price match, adjusting the price to reflect our Black Friday sale. We hope this resolves the outstanding issue and shows our commitment to providing better service moving forward.

• Initial Complaint

  Date:12/05/2024

  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.

  On April 11, 2024, I purchased a desk and chair (Cost including taxes, $663.40) from MaxTrix
  Kids for my six year old and as part of a larger order that included a full loft bed etc… (Total order, $2714.59). I used ******/****** Credit to pay for this order. I noticed immediately that I forgot to apply the (MaxTrix) BIRTHDAY discount code as advertised on their website. So, I emailed
  MaxTrix Kids asking if they would honor the discount or if I should cancel my order. They agreed
  on April 12, 2024 and issued a birthday discount $114.79 refund to my ****** Credit.
  
  I received the furniture order on May 3, 2024. I assembled the desk and chair on May
  12, 2024 only to discover that both were not functional (defective). I disassembled the furniture
  and repackaged both. I submitted a form via their website and sent an
  email to them describing the issues: The chair back does not fasten
  on completely. The desk kneehole is too low, such that my then six year old, and 11 year olds
  legs rub the center desk drawer when seated and you can’t sit fully scooted into the desk.
  
  Mia, from MaxTrix emailed that I would have to pay return shipping, a 20% restocking fee and supply photos and videos. I called them and asked to speak to a supervisor. She refused to connect me.
  
  I filed a dispute with ****** Credit three times and MaxTrix Kids cited their birthday discount refund as evidence for desk/chair refund. ****** Credit told me I have to contact the merchant. I emailed MaxTrix on October 7, 2024 with photo/video. They agreed to issue a refund. When I inquired about the refund a couple of weeks later, MaxTrix told me I had already received a refund from ****** Credit even though I gave them statements showing otherwise.
  
  I filed a complaint with South Carolina Dept of Consumer Protection and provided 6 months of statements showing no refund. They agreed to issue a refund via check. I have not received a check. They have also not addressed what to do with the defective desk and chair.

  Business Response

  Date: 12/10/2024

  We apologize for the delay in processing and shipping your refund check. The check was mailed out on Monday, 12/9/24, and is expected to arrive within 3–7 business days.

  Customer Answer

  Date: 12/12/2024

  Hello,
  I have not received a refund check to date in the amount of $663.40 from MaxTrix Kids/Maxwood Furniture. And, USPS Mailbox Preview does not show that there is mail arriving from Maxtrix Kids/Maxwood Furniture. USPS Mailbox Preview sends emails showing mail to-be-delivered, up to seven days before it is delivered. I am concerned that they are once again giving me the run around and appearance of appropriate follow up. Maxtrix Kids/Maxwood Furniture has repeatedly not issued a refund even though, they first stated that they had issued a refund on October 15 (via ****** Credit). Then, when I inquired a couple of weeks later about the missing refund, they proceeded to argue that I had already received a refund from ****** Credit, repeatedly, despite evidence provided to the contrary. After being in touch with the Department of Consumer Affairs, they stated they would send a refund check. I had provided 6 months of statements showing no refund had been issued. I still have not received a check, over a month later. Now, Maxtrix Kids/Maxwood Furniture reportedly mailed a check on Monday but there is no evidence that this has happened.

  I have attached 4 email communications showing all of this: Two emails to the Department of Consumer Affairs attention Kim Davis (****** Credit Dispute Letters and Statements etc… ) and two emails showing their arguments regarding ****** Credit (Defective Desk and Chair I purchased…Part 1 and 2).
  

  Customer Answer

  Date: 12/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have not received a refund check to date in the amount of $663.40. Neither does USPS Mailbox Preview does not show that there is mail arriving from Maxtrix Kids/Maxwood Furniture. USPS Mailbox Preview sends emails showing mail to-be-delivered, up to seven days before it is delivered. I am concerned that they are once again giving me the run around and appearance of appropriate follow up. Maxtrix Kids/Maxwood Furniture has repeatedly not issued a refund even though, they first stated that they had issued a refund on October 15 (via ****** Credit). Then, when I inquired a couple of weeks later about the missing refund, they proceeded to argue that I had already received a refund from ****** Credit, repeatedly, despite evidence provided to the contrary. After being in touch with the Department of Consumer Affairs, they stated they would send a refund check. I provided 6 months of statements showing no refund had been issued. I still have not received a check, over a month later. Now, Maxtrix Kids/Maxwood Furniture reportedly mailed a check on Monday but there is no evidence that this has happened.

  I have attached 4 email communications showing all of this: Two emails to the Department of Consumer Affairs attention Kim Davis (****** Credit Dispute Letters and Statements etc… ) and two emails showing their arguments regarding ****** Credit (Defective Desk and Chair I purchased…Part 1 and 2).
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 12/13/2024

  We can confirm that a check was shipped this week via USPS. It may take 5–10 business days to arrive.
  

• Initial Complaint

  Date:11/26/2024

  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.

  Received purchased item with missing assembly instructions, it is also not available on their website. After over 20 attempts of contacting them I am told they have to look for the assembly instructions, but they never contact me back. Have made multiple attempts to contact again. In description of sale, it states assembly instructions included along with all hardware, yet it is missing on their behalf and they will only refund if I cover shipment back even though it is the sellers mistake. Shipment back is nearly $100.

  Business Response

  Date: 11/26/2024

  The customer contacted us yesterday requesting a return and mentioned not having instructions. We informed her that we can provide return shipping labels and arrange for ***** to pick up the shipment, with her covering the shipping cost while we waive the restocking fee. She requested the return labels and instructions yesterday. Assembly instructions were sent this morning at 10:11 AM and resent at 2:58 PM when she stated she hadn't received them. A representative will also be sending the return labels shortly.

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service 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.

  They sent me a defective table all scratched and now refuse to replace the damaged table unless I donate it and I don’t have a car to bring this to a donation place and I’m supposed to provide proof I donated it before they will ship a new table, the other option is to ship it back at my own expense OR keep it and they will refund 50%. I bought a new table I expect to get what I paid for! I don’t want to keep a damaged table. This feels like a scam it should be illegal to be able to rip customers off like this

  Business Response

  Date: 10/18/2024

  The customer assembled the table and requested a replacement. Initially, we offered a $100 refund along with a touch-up kit, but the customer preferred a full replacement. We then proposed a larger partial refund, but explained that for a full replacement, she would need to donate the table and provide proof of donation. When she indicated that was not possible, we asked her to dispose of the table instead, again requiring proof of disposal for the full replacement. Additionally, we offered the option to return the table, with restocking fee waived.

• Initial Complaint

  Date:10/10/2024

  Type:Sales and Advertising 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.

  Max and Lily, one of Maxwood Furniture’s brands that is targeted towards children states on their website, their advertising and in their email communications that their products are made of solid wood. This information was a key feature that led us to spend approximately $600 on a new bed for our son. Upon receiving the bed, we noticed that the materials were not solid wood, and the shelves were damaged. We contacted Max and Lily’s customer support via email. They confirmed via email that they do not use solid wood despite their website claiming it in five different places. We asked for a refund and they said that we could return it, however we must pack and ship. Given that the product is a loft bed with a desk and shelf it is quite large and is nearly impossible for us to pack at home and we anticipate hundreds of dollars in shipping cost that we will incur.
  
  However, my bigger concern is for the other parents who are making a purchase based on false information. Personally, I would like the company to come pick up the item and take the onus of shipping off of us. But I also would like them to qualify the “solid wood“ claims across their site and in their advertising.

  Business Response

  Date: 10/14/2024

  The customer contacted us on 9/14 regarding damaged bookcase shelves. While the bed frame is solid wood, the shelves are made from engineered wood to avoid warping. The customer initially requested replacements on 9/14 and later the same day asked for a full refund. We’re happy to provide free replacements, but if the customer chooses to return the item, they will need to cover the return shipping costs. We have arranged for ***** to pick up the return on Monday, 10/14/2

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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 did a order with Plank + Beam which is through maxwood furniture out of SC. it was supposed to be delivered to my address this past friday, but i came home friday night to around midnight saturday dealing with the passing of my uncle. when i got home, i did not see no package at the door. when i notified the company in regards to the order, they told me that their policy is to reship the item or get a store credit. i specifically told them i do not want neither and they will not refund my amount of my order. so in the end, i got gipped out of $420 Dollars and they refuse to refund my order. my uncle is being laid to rest this saturday and i do not have the patience and time with this company, i just want my refund

  Business Response

  Date: 08/29/2024

  ***** indicates that the order has been delivered. We can offer a store credit or a replacement for the missing items. We’re unable to process a full refund.

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: THAT PIC DOES NOT HAVE MY APT NUMBER, THUS THEY MESSED UP MY ORDER, I DO NOT WANT NO FUCKING STORE CREDIT NOR NO RESHIPMENT, DO YA SEE IM GETTING PLAYED FOR $420 Dollars

   I JUST WANT MY REFUND, FINAL ANSWER
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 09/03/2024

  Since ***** has provided a delivery photo, we can only offer a store credit or a replacement. We are unable to process a refund.