ComplaintsforArticle

• Initial Complaint

  18/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,We are writing to express our extreme dissatisfaction with the service we have received from Article. On 8/3, we placed an order for a table set, order #*******, which was scheduled to be delivered on 8/27. However, instead of receiving the complete table set, we received two table bases and no table top.We contacted customer service and they arranged for a second delivery on 9/4 with the missing item, #******* and the return for the extra base, #RTN*******. Unfortunately, this delivery also did not include the table top, and instead included a third base. The delivery crew took the two extra bases that we did not need.We contacted customer service again and they assured us that they would figure things out. They scheduled a pick-up service for 9/12, #RTN*******. We contacted customer service via chat to flag that the supposed delivery of the missing tabletop was labeled as pick up, but we had nothing to return. We were told that the email saying "pick up" was correct and that the delivery team was going to deliver the missing item. The customer service representative assured us that he was going to ask the delivery team to triple check the box going out was the correct item this time.On 9/12, when the delivery team called to announce they were close, we asked if they had our item, to which they answered that they had nothing to deliver to us as this trip was marked as a pick ***** has now been over a month since we placed our order and we still do not have a complete table set, neither answers about how you plan on solving this. We have tried all channels to get support and nothing seems to work.We demand an immediate answer ensuring we will receive the tabletop in the next 7-days or to issue us a full refund.Thank you.

  Business response

  26/09/2024

  
  Hi ********,

  
  We greatly appreciate your thorough feedback.  Were truly sorry to hear about your experience with us. We completely understand your frustration and sincerely apologize for all the inconveniences you've experienced. We aim to have the delivery and replacement process be as seamless as possible, and we are sorry that this has been your experience thus far. We can see a replacement has been created for the tabletop and we have asked for an additional warehouse inspection to ensure the correct part will be sent to you. For additional context, our team did some investigating and found that there was an issue with mislabeling that caused further delays on orders. While this does not change the circumstances that affected your experience, we wanted to advise what caused the additional delays.

   

  We look forward to keeping a close eye on the rest of your order experience, and will have someone follow up with you once the replacement has been delivered. We are open to further feedback, should you have any. We hope to be able to offer a 5 star experience with us at some point in the future.

  
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your patience and understanding as we work to address and resolve this issue. 

  
  ******,

  
  Article 
  

  
  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My initial order was place on June 12, 2024 - 2 piece sectional sofa: loveseat and chaise. It arrived June 28, 2024 in two boxes both containing the same loveseat. I immediately sent a support request - including images attached per their website directions. I didn't hear from Article until I called them to follow up on July 2, 2024. The actual dates I received my first and second replacement orders escape me. Each of those replacement orders were the same loveseat. I have been offered a $50 in store credit and refund on shipping. I have now been in contact with ************* *** *** who, when I indicated I will be requesting Article provide me a full refund due to the absurd nature of this repeat offense, stated Article has never offered a refund on an order. I let *** know the reason I chose article for my sofa was because of the excellent reputation. I also stated to ***, with 100% certainty, Article has never made such an erroneous error in the history of Article. I sit here (on half a sofa) on September 2, 2024, still living in a family home with half a sofa. I have been assured many things from Article about my order being fixed, expedited, prioritized... I don't believe anything they tell me. Meanwhile they have my $3,475.36 and I don't have the item I ordered.

  Business response

  17/09/2024

  Hi *****,
  We greatly appreciate your thorough feedback and concerns for your experience with your Timber Sectional. We can certainly empathize, as this is not a typical experience with us, and we aim to have the delivery process be as seamless as possible, and we are sorry that this has been your experience thus far. We have reviewed the mislabeling issue with our quality assurance team, and it seems there is room for improvement for streamlining our logistics timelines as well. We look forward to keeping a close eye on the rest of your order experience, and will have someone follow up with you once the replacement has been delivered. We are open to further feedback, should you have any. We hope to be able to offer a 5 star experience with us at some point in the future.
  
  
  Thank you,
  ****** *.,
  Article 
  
  

  Customer response

  27/09/2024

   
  Complaint: 22229947
  
  I am rejecting this response because: I was waiting for the delivery before accepting or rejecting Artice's response. The wonderful ** **** delivery guys just attempted the most recent delivery of order ******** and were also eager to see if the accurate piece to my sectional was delivered. Because these guys have been in my house so many times, they're going to be added to my Christmas card list.
  

  Guess what? It wasn't accurate. Please see attached images.
  

  In your response, there was acknowledgment of need for improvement, not only with misprints on product boxing but also with logistics. I believe you meant that! Yes all I seem to receive from Article, though, is hot air, empty promises, and lies. I have no reason to believe anyone knows anything at that organization. To which I ask, again, What in the world is going on up there? Has anyone ever even received the Timber 93" Leather Left Sectional - Charme Chocolate? I have to believe there are other people out there experiencing what I am. We need an Article sponsored support group.
  

  What is going on here? I realize that is a rhetorical question since it appears, based on my first hand experience, that no one at Article has the answer. I have left a message with reception for **************** Rep ***** manager - not because *** necessarily did anything wrong. This situation clearly needs to be escalated to the highest person at Article. Who owns this company? I wonder if they know this is happening.
  

  On this last attempt at a ***lacement order, I was told by **************** Rep **** as well as the customer service *** on the previous attempt, that the actual physical box that was to be delivered to my home was inspected in the warehouse and confirmed to be the accurate chaise for my sectional. That is twice (2 times) I was told that there was a double-check in place that clearly wasn't. Where I come from we call that lying. 
  

  And you know what's interesting? When I share this experience with others, people tell me all sorts of methods they'd use to remedy the issue. I still want the second half to my sofa! I believe there's still good in this world and have to believe I will get a refund AND the rest of my sofa some day. I also realize it will now be the end of October before I will see if that's even possible.
  

  I also believe there is a way to ship the correct chaise lounge directly to my house from it's original location. This is 2024 and we have access to pretty much anything, anywhere, worldwide. Sure it would cost a lot, but it's possible.
  

  In the meantime, I'll continue to sit here on my half-a-sofa, waiting for the chaise, and my full refund.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company purchased a Spin Swivel Chair. The chair base snapped. Later found out that the product was on a recall. Because the furniture was purchased by a third party interior design company, we did not have an order number associated with this product. Because we don't have an order number they cannot process the recall. I have provided a photo of the product that was broken, but this was not sufficient.Up this point, I understand because there may be people who abuse the system. I offered to pay for the replacement part, but they could not sell the broken part simply due to their policy. They made a faulty product, but they are not providing a way to repair the item. This is a poor customer support. I like the chair, and I wanted to repair it, but without the part, it cannot be repaired. It would be great if they can value the customer who actually loves their product and wants to continue to use it even after the recall. Please change the policy or send me the replacement part.

  Business response

  12/07/2024

  Hi ****,

  Thank you for taking the time to share your feedback. We sincerely apologize for the experience you had with us regarding this issue. We are more than happy to support you with your inquiry. 

  To obtain your free replacement chair base, please click here. Follow any instructions provided within this form and our teams will review your entry in support of organizing any free replacement chair bases.

  Once again we apologize for the inconvenience. If you have any further questions or concerns, please feel free to contact us at **********************************.

  Thank you,

  *******

  Article

  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a patio set in April * a sofa and two chairs, that was due to be shipped in June, which was great because I wanted to have the items for the long weekend in July. It shipped jn June, but weeks went by with no update. As of the date it was allegedly shipped, I noticed that the chairs were no longer listed on the Article website. On July 1 (the holiday by which I thought I would have the set) Article emails me that my items were lost in transit. The person said they could reship the sofa but not the chairs, which were no longer in stock. The person said they could also issue a refund immediately. I responded right away to say that I obviously did not want one third of the set that I had ordered, and I wanted a refund immediately, which included the interest on the payments that I have been making since April. Despite promising to rectify this immediately, article has not even responded to confirm receipt of my emails. I sincerely question whether they ever shipped the chairs given they havent been listed on the site for months. If thats the case * why wait until July to tell the client that the order cant be fulfilled? Ive now paid interest on a purchase, lost out on other sales of patio furniture and am well past the time I was expecting to have my furniture delivered. Now seeing all of these other reviews and complaints makes me really concerned that this will ever be dealt with. I had believed that Article customer service was on par with crate and barrel and I am starting to see that must not be the case. Given the price of the furniture being sold, its crazy to feel ghosted after raising a serious issue and telling the client it will be dealt with by expeditiously.

  Business response

  12/07/2024

  Hi *******,

  Thank you for taking the time to share your feedback. We sincerely apologize for the experience you had with us and completely understand your disappointment. 

  It appears your order was unfortunately lost in transit. We've been in communication with the local delivery provider to look into this further and well make sure to forward your valuable feedback to their teams. 

  We have also confirmed our ************* Team has provided a full refund for this order which you should see reflected on your statement within seven business days.

  Once again we apologize for the inconvenience. If you have any further questions or concerns, please feel free to contact us at **********************************.

  Thank you,

  *******

  Article
  

  
  

  Customer response

  12/07/2024

   
  Complaint: 21938837
  
  I am rejecting this response because I have not actually received a full refund. As my emails with the customer service team will indicate, I paid interest since April on the payment through Affirm. While I appreciate that Affirm is a third party, the only reason I do not have any furniture is the fault of Article. The items were lost, but if Article cannot fulfil the order because the set is no longer in stock, then I should be made whole and the interest should be covered as a customer service gesture. Again, I dont understand how the set could have been lost in transit because the chairs that were part of the set have not been on the Article website for months. Article partners with Affirm as a way to entice people to buy furniture; if Article cannot fulfil someones order, and it is not the purchasers fault, then Article ought to have reasonably contemplated that the customer will want the interest paid returned to them. Again, I would take the set I ordered if Article could provide it to me, but it cannot, so I do not know why I am the one who is penalized. 

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

• Initial Complaint

  20/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a lounge chair, which was delivered May 27. Immediately after the driver left I opened the box to discover the chair was damaged. I immediately called the driver and Article to ask they pick it up to which they refused as they said a new time needs to be scheduled. Despite me contacting them 5 times now over the last 3 1/2 weeks, Article refuses to pick up the chair or issue my refund. They say their delivery partner is unresponsive and that I should call the company to arrange for pick up. I did that and the delivery partner failed to return my call. Article has completely relinquished any responsibility for solving this issue and seems to have no intention of returning my money.

  Business response

  21/06/2024

  Hi *******,

  Thank you for taking the time to write this review. Were truly sorry to hear about your experience with us. We completely understand your frustration and the inconvenience you've experienced with receiving a damaged **** chair, in addition to the delay in scheduling your return pick-up appointment. We sincerely apologize and want to assure you that we strive to provide an easy, prompt experience for our customers.

  We have forwarded this feedback to our logistics manager so they can follow-up with our delivery partner to ensure that they're fully aware of our service expectations and our commitment to an excellent customer service experience.
  Your return pick-up appointment has been scheduled for June 24th as per your availability. We typically wait until the return is received at our fulfillment center to issue a refund, however, we will track your order and make an exception to issue the full refund upon picking up the Sven Chair.

  Once again, we apologize again for the inconvenience. If you have any further questions or concerns, please let us know at **********************************.
  
  *******
  Article 
  

  
  

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about March 31, 2024, I ordered the Pacific blue velvet **** loveseat and ottoman from online furniture company ARTICLE. With an expected delivery date of June 1st 2024. In between that time, I ordered a set of two velvet pillows in the color Yarrow. I received the first two sets of pillows in early May 2024. The pillows come compressed in plastic and were contained in a gray plastic envelope. I open the pillows and they smelled like sewer water. I immediately contacted the company they were apologetic and offered to replace the pillows. **************** person stated she'd never heard of this before and was shocked by my experience. The second set arrived a week later. That said smell like sewer water. I could smell it outside of the plastic compress packaging. I contacted them again and again this had never happened before and I mentioned to them 5 years earlier there was a post that I'd not seen the first time stating that the person had a similar experience. The pillows are a beautiful gold velvet and looked as described in the photos. So, customer service offer to order them again and would have the warehouse inspect before delivery. In addition, the order was supposed to be a shipped out with my furniture that was still in route. I address my concerns regarding my furniture as I felt this may be the situation with my furniture considering I've ordered now two sets of pillows and they smell like this and I would like the items inspect it before they're delivered to my home. Instead, a day or two later, I get an email stating that The third set of pillows are on their way to my home. The pillows arrive within a few days. Again the pillows smell like sewer water. The odor came directly from the pillow. I again contacted customer service and ask them to pick up the pillows on 6/1/24. On 6/1 the loveseat and ottoman arrived. The loveseat smelled like mildew. I have a scheduled p/u for return 6/15/24. 8 week wait, about no responsibility for quality.

  Customer response

  10/06/2024

  To clarify, I am requesting a full refund and I would like to speak to their corporate office to address the aforementioned issues. Thanks

  Business response

  17/06/2024

  Hi ****,

  Thank you for taking the time to write this review about your Lucca Pillow Sets, ********* and Ottoman. Were so sorry to hear the items did not arrive up to expectations. 

  Off-gassing can occur with all newly manufactured items. At times, it can cause an artificial smell that *** be displeasing or irritating to certain individuals. All of our products are designed to meet North Americas strict standards on chemical content. 

  You mentioned the sofa and ottoman arrived with white ****s on them. Velvet has a tendency to compress when under pressure for long durations especially during shipping and can appear similar to a stain or **** in the fabric. The remedy is quite simple and all that is required is brushing and lifting the velvet back to its original position.

  It looks like youve been in contact with our ************* Team and a return and refund has been issued for the Lucca Pillow Sets and a return has been set up for the ********* and Ottoman as per our 30-day satisfaction guarantee.
  In addition to this a $50 store credit has been applied to your account that you *** use towards a future purchase. We have also provided you with a refund for your original shipping charge of $19 for the pillow set.

  We appreciate the valuable feedback and will definitely pass this on to our products team. We hope to be given the chance to provide a 5-star experience for you in the future. If you have any further questions, concerns, or would like to provide additional feedback to our products team, please feel free to email us at ********************************** and wed be more than happy to help.
  
  Thank you,

  *******
  Article 
  

  
  

  Customer response

  17/06/2024

   
  Complaint: 21827539
  
  I am rejecting this response because: The sofa smells like mildew, especially the corners of the loose sofa pillows. The ottoman has a relatively light odor as you would expect from new furniture. This mildew smell is not normal. Im am truly disappointed in this company for minimizing this issue while trying to wrap it up in a nice bow of of normalcy. The Yarrow pillow's odor smelled like swamp water and that is not normal. Wiping or brushing cannot remove those white marks. The sofa has been in my home for 16 days and I am forced to sleep with my windows open because it's difficult to breathe. Fix the problem in your supply chain because it's messing up people's lives. You're talking about future 5 star rating is an insult. I spend $2000.00 with this company, I trusted this company to deliver quality products and have been shown the least amount of respect and provided fake responses. I sent an email prior to purchasing the furniture and was assured that all furniture was new and it good quality. No one from this company has explained the me why all of furniture has this putrid odor- it's not off-gassing! Its a problem with where your furniture is manufactured, packaged, and stored. In addition, I requested to speak with corporate because this is a health issue as well. I didn't ask for an email response 
  
  Sincerely,
  
  *******************

  Business response

  21/06/2024

  Hi ****,
   Thank you for sharing your additional feedback. 

  
  Our team has been trying to contact you to schedule a pick-up of the defective sofa, but unfortunately, our attempts have been unsuccessful. We take any potential issues with our products seriously and have launched an investigation into your experience. However, these investigations take time and require quality assurance and testing. We understand the urgency and have expedited the pick-up of the sofa in your possession. We appreciate your concerns and, want to assure you that we are taking this matter seriously.  Once we have received it, our teams will continue to look into the matter, as we do not want this experience for any of our customers. You will receive the remainder of your outstanding refunds once the sofa is back at our warehouse; we will keep an eye on the return processing so that it is actioned immediately. You should see the refund on your statement within 10 business days, of the return date.

  
  We have reached out to our team at ** and someone will contact you to discuss your experience further. In the meantime, please let us know if you have any additional questions, feedback, or concerns. 

  
  Thank you,

  
  Article

   

  
  

  Customer response

  21/06/2024

   
  Complaint: 21827539
  
  I am rejecting this response because:

  On June 14, 2024, I received the pick up window schedule for between *******pm on June 15, 2024.  I contacted ***** Last Mile on June 14, 2024 to request an earlier pick up but the time could not be changed. Unfortunately, I had to cancel the appt due to an urgent family matter. I was told by the *** that it would take about 24 hours for me to receive a message to reschedule the pick up. Once, I received the notice the appt was rescheduled for June 22, 2024 between 1030-1230
  
  Sincerely,
  
  *******************

  Business response

  24/06/2024

  
  Hi ****,

  
   Thank you for sharing that additional feedback. 

  
  Were sorry to hear about your emergency and hope everyone is okay. We are glad to see that the sofa has finally been picked up, our QA team can now continue their investigation. Your refund has been issued, and you should see it reflected on your statement within 10 business days. As a reminder, we have reached out to our team at HQ and someone will contact you to discuss your experience further.
  
  Thank you,

  
  Article
  

  
  

• Initial Complaint

  10/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Couch, king *** frame with built in nightstands, two barstools, touch up kit purchase confirmed by Article with paid delivery and setup 10/31/2023 Contacted by Trail Cartage saying they had my furniture. Confirmed a deliver date with them of 11/21. Took a day off work to accommodate their delivery. Trail cartage didnt actually have the furniture that they had messaged me and told me they had. We rescheduled for that Sunday 11/26 Quick response. Once I had been contacted I did expect a reasonable timeframe for delivery. Family business, asked to contact her son **** who had a personal move, cancelled after dark, tried to reschedule delivery the next day for 7 am. I let him know my landlord lives next door, I have to leave for work by 7:30am. That did not work for me after I did everything to accommodate them.I contacted Article support 11/27 and let them know I was not happy with Trail cartage, inquired about another deliver company. Was told that was impossible that is not their delivery company 2 calls a day on my drive to and from work trying to find out whats going on. I knew who had my furniture. Argumentative support staff who eventually hung up on me because they werent getting the answers they wanted from me and I was insisting their information was wrong. Thursday 11/30 a manager took accountability admitted trail cartage had my furniture. She would spend until the following Thursday, trying to communicate with them a delivery date again two calls a day. She took a Friday off another manager took over. Tried to force delivery to my work 50 km away without assembly saying they wanted me to salt my 20 foot driveway, Sandbox at the top of the drive. At this point, Article decided they didnt want to deal with me cancelled my order. The return invoice does not match a single amount on my credit card.Zero delivery attempt made. Freedom of information request made, talked to ***** ignored. No way to contact. Blocked Have pics, file too big

  Business response

  18/06/2024

  Hello ****, 

  
  We must again inform you that due to the use of inappropriate and aggressive behavior during previous communications with Article staff, we are no longer able to engage in direct communications with you. We understand the frustration caused by the issues with your order, and we have made every effort to resolve them promptly.

  
  Article recognized the initial delivery attempt failures and the poor experience you faced with the local delivery partner. Our teams supported you personally and proactively bridged communication between yourself and the local delivery partner for alternative delivery solutions. 
  However, due to disrespectful and inappropriate behaviour with our local delivery partners staff - all services were cancelled as of Monday, December 4th, 2023.

  
  We then proceeded in an effort to support a new replacement order for shipment to a ******* based shipping location you provided to us. Planning continued to be met with resistance and lack of cooperation. Article extensively offered solutions and set a timeline for agreement. This timeline was not met resulting in the cancellation of the replacement order and a full refund of any remaining order payment.

  
  Article refunded your order in full. Four specific ARN numbers (acquirer reference number) per each transaction were emailed directly to yourself on Thursday, April 11th, 2024 as well as the dates the refund transactions took place. As instructed, they are confidential codes your credit provider uses to track and to validate the refund transactions.

  
  Ongoing verbal abuse and threats towards our employees or delivery partners is not acceptable under any circumstances. We have a zero-tolerance policy for abusive behavior, and we must enforce this policy to maintain a respectful and professional environment for our employees.
  Article, per the ****, fully refunded your entire order to the sum of $6422.08. We respond here in recognition of participating in BBBs guidelines, but we are unable to engage with or provide you with any future services.

  
  Thank you,

  
  Article 
  

  
  

  Customer response

  19/06/2024

   
  Complaint: 21824299
  
  I am rejecting this response because this isnt accurate. I have copies of every message between the third party shipper and myself  nothing but polite  

  they dropped off for weeks while article staff argued about who had my furniture for delivery  
  

  next time I heard from Trail Cartage was the day they wanted to deliver  

  **** told me this furniture was off his truck today  I said great deliver to my home  he insisted on Castlegar  

   

  I needed agreed to that  Article staff tried to force it upon me after Trail cartage stopped answering them  

  Weeks if non communication  days of my time wasted on hold  

  No delivery was ever attempted  article staff progressed all aggression  I did my best to stay calm  

  repeat my statements delivery had not been attempted. article was arguing who was delivering 
  

  Their staff admitted it was a new delivery tracking software and they made mistakes  

  when asked for a freedom of information request my request was ignored  thats illegal  I have rights to request all information regarding my order  

  Article knows they made a mistake and refuse to provide info because they know its not accurate  

  return amounts DO NOT match return invoice. Proper return invoice was repeatedly requested and ignored. Explanation regarding invoice ignored.
  

  article created all this. Tried to blame the client rather than be accountable. 
  

  unacceptable. Anyone would have reacted after days on hold. My responses were reasonable. 
  

  they dont like I would not let this go. I wont. Its their mistake to remedy  

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

  Business response

  26/06/2024

  Hello ****, 

  
  An email was sent to you on June 26th containing an invoice. It again summarizes all transactions and **** of your order. 

   

  
  We would like to clarify that Freedom of Information (FOI) requests are applicable only to public sector organizations and entities. These laws are designed to promote transparency within public bodies and do not extend to private companies. As Article is a private entity, we are not subject to FOI regulations. 

   

  
  We again respond here in recognition of participating in BBBs guidelines, but reiterate we are unable to engage with you directly or provide you with any future services. 

   

  Thank you, 

   

  Article

  
  

  Customer response

  27/06/2024

   
  Complaint: 21824299
  
  I am rejecting this response because:

  It took more than 7 months after you cancelled my order to finally provide an invoice with the correct return amounts. 
  

  It still has completely inaccurate addresses, billing info. 
  

  I still require an explanation about the return amounts, why they are the amounts they are, why 4 returns?

  Furniture, shipping, setup make sense, why a 4th return amount?

  Why do these amounts not match up with the original sales invoice?

  The transparency from article has been zero.

  all kinds of issues, errors, mistakes and zero accountability. Your businesses immediate move was to point the finger at me  

  get real

  Delivery of furniture, or reach a settlement amount if you wont provide me the requested information.

  blaming me further wont fly. time for accountability  

  if this goes to a court case it will be far more expensive than either proposed option  

  I did not create any of these issues. Article is responsible. Delivery of online on furniture is a HUGE part of your business model  

  zero attempts made to MY HOME

  Your third party shippers concerns, them harassing me is your issue. I absolutely asked you to intervene when they cancelled twice, the last time being for a personal move. Are you dealing with businesses, or just random people you find who say they can deliver your stuff?

  paying clients who are expecting scheduled delivery could absolutely have occurred before any personal errands by YOUR shipping representatives undertook

  your company is responsible for all the mess you created  
  
  i was hung up on by numerous times by your staff members who claimed Trail Cartage was not your shipper  

  They were wrong, didnt want to communicate, only get off the phone  

  I have rights to question whats going on after two cancellations by your shipping representative  

  incredible number of conversations, your business continued to escalate rather than de-escalate  

  your responsibility to smooth things over with the ridiculous shipper not the clients  for them being **** hurt I reached out to your customer service  

  half on online only furniture is delivery  zero attempts to my home  

  we have business to conclude one way or another  

  what is it going to be?
  

  Delivery, information provided immediately, or a settlement and a signed non disclosure?

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

• Initial Complaint

  18/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Oak Veneer dining table from Article - have only used it for 5 months and the veneer has started to bulge in a few places. Asked about an exchange as I am still within the 1 year warranty period + sent multiple *************** about the issue - waited 1 week for poor response from Article. Article's response to me is that I didn't follow their care instructions and is due to me using an organic cleaner so it is not considered a defect. Not sure how this isn't a problem due to bad workmanship. Their care instructions for a DINING table that you EAT from is to "Wipe with a clean damp cloth. Use of chemical cleaners is not advised" meaning no cleaner of any kind (even organic / natural cleaner). Not sure who only cleans their eating surface with only a damp cloth and not a cleaner. It seems Article knows their quality is terrible & doesn't last long so they try to get around their warranty promise by giving harmful care instructions and advises that you don't clean your surfaces properly & safely. This shows what kind of company Article is. They don't stand behind the quality of their product & bad business practice by giving customers harmful advice so they can get around their "warranty" promises. To state their warranty information, I have only used it "for their intended purpose and exhibit normal use." which is to dine from. "Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes" which I have only used to dine from - if a defect due cleaning a table is an abnormal use of a table, I have no words. Seems like common sense / use of a dining table. Warning to anyone thinking of buying any furniture from Article.

  Customer response

  18/01/2024

  First name: ******

  last name: ***

  Business response

  24/01/2024

  Hi ******,

  
  Thank you for taking the time to write this review about your experience with your *** dining table. Were so sorry to hear our White *** Dining Table has not met expectations. Our care instructions are in place to ensure that our customers have as much information when deciding on a piece. Again, as different cleaners have not been tested on this product, we do not suggest using chemical cleaners  for upkeep. I understand your experience has been less than satisfactory, however, we cannot provide replacements, where, in this case, modifications to care have been made. 
  With that being said, we hear your disappointment with the White *** Dining Table and well be sure to pass your feedback along to our product team. If you have any further questions or concerns, please let us know.

  
  Thank you,

  
  ******

  
  Article 

  
  

  Customer response

  24/01/2024

  
  Complaint: 21163834
  
  I am rejecting this response because: saying their product has not be thoroughly tested for a common sense and medically advised action CLEARLY shows that their products are unsafe and should not be out in the market. Since they are stating that thorough testing has NOT been performed of what they name a "dining table" where a person is expected to dine from & dine from safely where they advise dangerous practices as part of their care instructions (in this instance, to NOT use a cleaning product to clean this dining table), their name and advertising practices is seen as dangerous & misleading to consumers since Article recommends to people to dine from unclean & unsafe surfaces. A damp towel will NOT thoroughly clean a table. If a restaurant or any place serving food / edible goods from this table follows Article's Care guidelines (to retain the warranty) and someone gets food poisoning for an unclean surface, that establishment would definitely be sued and ousted. It is truly dangerous for Article to say the warranty is void if you do not STRICTLY abide to their unsafe care instructions which in this case they are saying NOT to use a cleaning product to properly clean an area that a person would eat from is an extreme danger to society. It is like saying their warranty will not cover a broken chair leg because their care instructions recommends "do not sit". It is common sense for a chair to be sat in, as with cleaning a dining table with a cleaning product (organic cleaning product that does not contain harmful chemicals).

  This is clearly a reason for Article to avoid keeping their warranty promises and especially if this is something they are offering to consumers as a BENEFIT to buying their product over others in the market, shows they are truly only money hungry. Article, you need to either test your products throughly & safely, otherwise if money is all you care about, it'll be more beneficial that you don't offer any warranty, especially if the guidelines are unreasonable and harmful to society. This is misleading to consumers to offer a service that you don't intend to stand by.

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

  Business response

  31/01/2024

  Hi ******,

  
  Thank you for providing additional feedback! The care instructions for this table are listed on the product page for this table. The recommended care instructions listed on the website, advise: 

  
  -Wipe with a clean damp cloth
  -Use of chemical cleaners is not advised

  
  I understand that your experience, has not been optimal, and we have passed on your product feedback to our in-house product specialist. Should you have any further questions or feedback, do not hesitate to reach out.

  
  Thank you,

  
  ******,

  
  Article 
  

  
  

  Customer response

  31/01/2024

   
  Complaint: 21163834
  
  I am rejecting this response because: this company's response is laughable at this point and not addressing the issue at hand. Obviously, they are sticking to their harmful recommendation to not properly cleaning an eating / dining surface area for legal purposes on their end. This is obviously an extremely poor response. It is clear Article as a company are only greedy for money & very much misleading their consumers that their products are quality + product guarantee (by offering a bogus warranty that they don't intend and mislead consumers to believe they will adhere to), and KNOWINGLY recognizes their product is faulty but still continues to sell to customers. For them to continue advising NOT to PROPERLY CLEAN AN EATING SURFACE WITH CLEANING PRODUCTS is absurd. 

  BUYER BEWARE - DO NOT BUY FROM ARTICLE. They are dishonest company, knowing that their product quality is poor so purposely tries to skirt by any legal repercussions by advising harmful care instructions. Notice that their website has no review section? There's a reason for that - because they don't want consumers to know how terrible their product is and the terrible practices of this company.

  
  Sincerely,
  NOT HAPPY

• Initial Complaint

  13/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I ordered a side table (**** Stool) from Article that upon receiving, was disappointed to find it is not as pictured on the website. It's orange, looks like oak wood and about 1/2 inch too tall. I know this because I ordered the exact same item several months ago and it arrived in great condition. The table I recently received (order #*******) looks nothing like it does on the website and it doesn't match the original one I ordered at all. Photos are provided for side-by-side comparison. The table on the left was the original one I received several months ago and is fine. Item on right is the table I just received that does not match whatsoever. The company is now ******** my communications and they have yet to publish my review of the product on their website. Please note that neither of the two tables have ever been left outside or gotten wet. I have also provided a photo of the item from their website for comparison.

  Business response

  15/12/2023

  Hi ****,

  Thank you for taking the time to reach out. Were sorry to hear your new **** Stool didnt meet expectations. Sometimes it takes a few days for reviews to be published, but it looks like your product review and photos were posted on the pieces product page on December 12.

  For context, our **** Stool is made from raw and untreated teak wood so variance in character and structure are to be expected (noted on the product page). These are natural characteristics of solid wood furniture and what makes each piece unique. Additionally, teak has natural oils that repel water. These oils can appear orange and, at times, come to the surface of the wood. Overtime, the orange tint will fade, as oils rise to the surface and soften. We understand this can be challenging if youre hoping for two pieces to match, so weve emailed you a few techniques to speed up the lifting process of the oil if youre interested in trying them out.
  
  In regards to the size discrepancy, while raw wood materials have slight variances due to the way theyre made, we do ensure they stay within a specified parameter. Our ************* Team has sent you an email requesting photos to show the dimensions of the stools to confirm if yours is within this. Please feel free to follow up with them with this and theyll look into it further.

  If you have any other questions or concerns, please dont hesitate to reach out to us at *********************************** Were happy to help.

  Thank you, 
  Kianna
  Article
  

  
  

  Customer response

  15/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: This is not "natural" variations or oils. The product is cheaper and vastly different than the first I purchase. Please see the photos. Item on left is the original I purchased and looks as it does on the website. Item on right looks completely different in color and size. Even the feet and legs of the tables are completely different.
  
  Sincerely,
  
  **** ******

  Business response

  20/12/2023

  Hi ****,

  Thank you for following up here. While we can confirm the tint is due to the natural teak oils, which will lift overtime, we appreciate your feedback on the product. Well be sure to pass it along to the appropriate teams for consideration.

  As mentioned, our ************* Team has followed up with you via email requesting photos of the stools dimensions. Once we receive these were happy to look further into it and if there is anything we can do.

  Thank you,
  Kianna
  Article
  

  
  

  Customer response

  21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: photos were sent. The new stool I received is more than 19 inches (photo attached) - website states 18 inches for height. Thus, not only the color discrepancy but also height. The legs and feet are also different. I have, however, since received a partial refund and will cancel this as soon as the credit processes on my card.
  
  Sincerely,
  
  **** ******

  Business response

  28/12/2023

  Hi ****,

  Thank you for sending in the photo. It looks like your new stool is measuring in at 19 inches tall, which is in alignment with the general dimensions listed on our website (19"H x 11.75"W x 11.75"D): ***************************************************************

  With that said, were glad to see our ************* Team has gone ahead and processed a 40% partial refund on the stool as a one-time exception.

  If you have any further questions or concerns, please feel free to contact us at *********************************** Were happy to help.

  Thank you,
  Kianna
  Article
  

  
  

  Customer response

  22/02/2024

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an item twice from Article. The first time it came exactly as described and advertised on their website. The second time it was not even close to the described product. Article refuses to take responsibility for sending the wrong product. That leads me to believe that the company deliberately engages in deceptive trade practices. Here are the details.Order number- #******* Order delivered- 12/14/2022 Amount paid- $269 + Shipping + Tax (FL)I bought the Cossa Cowhide Brown *** from Article in mid 2022. It came exactly like the product advertised on the website (albeit with natural variations in pattern). Based on that experience, I bought the same product again. But this time it was entirely different from the product advertised and the first order I received. It is almost white (not brown) , has stippling pattern, and is 8x8. These differences CANNOT be characterized as natural variations. Article team requested photo/ video proof. I provided that promptly. Their response is that these are natural variations . I would caution anyone from purchasing from Article. ** ***** **** ******* ** ******* ********** ** *** ********* ******** *** ***** ** ********** **** ** ******* ********** ****** *********** ** ***** ************** ** *** **** **** ** ********** **** *** **** ** ******** ***** ***** *** *** ********* ********* ** ****** ** ********* ** ********** ********* ** ********* ***** ********* I was big fan of this company and made several purchases through my trade account. They seemed to be refreshingly different from the stodgy furniture companies. The fact that they made no attempt to offer a cure is unfortunate. Photos of the difference between the website advertised product/first product and the second are provided.

  Business response

  12/10/2023

  Hi *****,

  Thank you for taking the time to write this review about your Cossa Rug. Were so sorry to hear the rug didnt meet expectations. Weve had our Product Specialist take a look at the images you provided and theyve confirmed with us that there are no defects present.

  We expect our Cossa Rug to have natural variances and include detail on our product page to show how color may vary on a spectrum of light to dark as each rug is a unique, natural hide. The second rug you ordered is on the light end of the spectrum and were sorry that it didnt work for you. As for the sizing, we do not alter or trim the rugs to preserve the natural state of the hide which is why size variance is considered normal. We understand that can create a frustrating experience and have passed along to the appropriate teams to see how we can better communicate this detail to our customers.  

  We do offer returns and exchanges within 30-days of delivery. Since your order was delivered in December 2022, it does look like youre outside this period, but were happy to offer a one-time exception to exchange or return the piece for store credit. Our trade team has followed up with you via email to confirm this offering.

  If you have any further questions or concerns, please let us know in the email thread. Were happy to help.

  Kianna, Article
  

  
  

  Customer response

  09/11/2023

   
  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.
  
  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. ↩