ComplaintsforCoastal Furnishing Company LLC

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a custom finish 72" round dining table from Coastal ************* for $2,914.73 for our winter home in *******. I sent a picture of the exact table I wanted and finish and it was custom designed by *********************** from Coastal *************. The table was delivered on January 5, 2023. The finish was not as requested, I wanted a smooth top painted Dove White, it came distressed. Also I wanted a 3" top and the top is 1.5". So I was not happy from the start with the table which I custom designed with *********************** from Coastal *************. At the time we were remodeling our kitchen and we did not move in before heading back to our main home in CT. I came down for a quick trip on September 5, 2023 to officially move our belongings into the house. When I arrived and saw the table it was so upsetting, there are multiple large natural wood knots showing through the paint of my custom painted white table. I contacted ***** from Coastal Woodworks, his texts are attached where he said it happens from time to time and "we will totally take care of that for you". I have texted and called ***** numerous times asking when the table will be getting picked up to get fixed. Today, he told me to email ***** the owner of the company, when I did that I came into contact with ************************* who is in charge of customer service and he said he would send a touch up kit. This is completely unnacceptable, there is no way the wood should bleed through a custom painted white dining table unless they used the wrong wood or finished it incorrectly. At this point I am asking for a refund because the table looks so bad I need to replace it.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a table a chairs from this company. 12 weeks delivery which is acceptable for custom furniture. Received the table and chairs and immediately noticed that the side chairs (white) were of very poor quality. Within 6 weeks of having the table, the filler that they used on the table top began separating and the side boards began to crack. Called the company and spoke to *****, the owner's Father. He came to our house and looked at the table and said " this cant be repaired, the boards weren't dried properly. We will make you a new table and deliver it within two weeks". After severely weeks, we reached out and he stated that the table was done but they were waiting for the new chairs to come (to replace the poor quality white ones). After several more weeks, he stated that they were be in soon. After more calling, after saying " you know that I'll make it right, you have my word..." he asked that we speak with someone else from his company. ***** stated that they would replace the top only and then went on to say all that they would do is repair the current top. Now they will not return phone calls or emails. We paid $3400 for this very poor quality table and chairs.

  Business response

  08/07/2023

  We have offered several times to repair the top for the customer. They have repeatedly declined. The initial offer was to replace the top if necessary, but after further inspection we realized a brand new top would not be necessary as this would be a very easy fix. We would love to get this fixed for the customer, but they are refusing repair and demanding an entirely new top. Unfortunately given that the order is over a year old, we are way past the refund period; but we are happy to make the fix to the top as weve repeatedly offered to do.

  Customer response

  08/16/2023

   
  Complaint: 20428516
  
  I am rejecting this response because:
  It is apparent by the email and texts provided that the management not only said that that the top cannot be repaired but also that they would replace the entire table. They then backtracked and said that they would replace the top, not just repair it. The boards that were used to build this top were not dried properly (exact words of the owner's Father - *****) and cannot be repaired. This process was started prior to the year warranty period was over. A full refund should be given.
  Sincerely,
  
  *************************

  Business response

  08/16/2023

  Unfortunately the customer is incorrect that our warranty period lasts a year. It is a 3 month warranty. Even still, we are offering to repair the top. We understand the initial offer was a replacement, but that is simply not necessary based on the minor cracking of the table. We are willing to work with this customer, but a repair is what we can offer. Additionally, a refund is not possible after this period of time. Even if the damage was within the warranty period, we offer to honor the warranty and fix the issue, but we do not offer refunds at that point. 

  Customer response

  08/17/2023

   
  Complaint: 20428516
  
  I am rejecting this response because:
  

  I was under the impression that this company would stick to their word when ***** said that they would replace the table. It is unfortunate that you cannot trust a local company to honor their word. We chose this company because they were American made tables. How sad. When you pay $2800 for a table, you do not expect any cracking, even minor, as the company admits. 

  Hopefully, consumers to follow will beware of this company.

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

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 31, 2022, I ordered and paid for a dining room suite from this company. Delivery was delayed due to several issues, which was understandable. However, the night the table and chairs were delivered (December 21, 2022), I notified ***** at the company that the table was damaged. His response was that this was unacceptable but asked me to let it cure for a day or two, and it should be fine. I did so, but there was no improvement. Then ***** said that he would send me a repair kit. Finally, on January 27, 2023, I received two jars of paint, neither of which matched the table. I notified ***** immediately. On February 22, having heard nothing, I reached out again. No response. On March 17, I notified ***** that I had been more than patient and was going to have to give his company a negative review. He responded immediately that he had decided the repair kit would not fix the problem; it would either need to be sanded and refinished or he could send me a replacement table. He assured me that I was due a new table since they had dropped the ball. I reached out in April and May. On May 4, ***** said he would come to my house and refinish the table. He rescinded the offer of a new table. On May 9, he claimed to be coming. Did not show. May 24th - said he would come in July. On June 30, said he would call me on Monday to find out a good time. Never showed. It has been one lie after another after another. I paid over $2,000 for junk.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a custom table from Coastal Furnishing Company based on their ******** ads for fine furniture. The table cost over $1000 and was to be fine quality furniture. When I received the item, it was poorly built and not near the quality promised and provided in their sample projects available on their website and ********.On 4/26, I contacted the seller the same day as delivery and they agreed that the table was "totally unacceptable and that they would get me replacement immediately. I hear nothing from them so I contacted the seller again on 5/6 and was told that my replacement has been built and just needed to be sanded and painted and it would go out that week.I asked for status again on 5/15 and was assured "You have my word, I am on it". On 5/18 I received an email from someone else at the company which stated "we will pickup the broken piece the next time we're up your way and then they would need a few weeks to repair and return". I replied that was not was we had discussed, that they were going to replace the item and in-fact that they told me the replacement had already been built. They stated again that they changed their minds, they were going to come and pickup the junk piece at some point in the future, take it back to their shop, repair it and return it. They provided no dates and stated they would not offer a refund (even though their website states clearly they provide a 100% money back guarantee). I replied that this was not acceptable was not a miscommunication, but an outright lie. I was told their policy didn't allow a refund and that if I shared the issue with the BBB or my credit card company they would no longer talk to **** then heard from the original contact who stated delivery of the replacement piece would occur on 5/31. It did not. I was then told that he would deliver it himself the week of 6/2. It was not delivered. I was then told on 6/11 that they would just refund my money, however that has still not happened either.

  Business response

  06/15/2023

  We offered to fix the issues for this customer. The offer was to pickup the buffet table and repair it and then bring it back. He declined and demanded a brand new table which we cannot offer. The order was accepted and signed for at delivery, but of course we are still happy to help. We told the customer we would let him know when we are next in the area to pickup his buffet to make the changes. He said he didn't want that, so we told him we would wait to hear if he wants us to pick it up. He continues to demand a brand new table that we cannot offer. The customer is unhappy with a buffet, and we without hesitation offered to fix it for him. We feel this is a more than fair offer.

  Customer response

  06/16/2023

   
  Complaint: 20180818
  
  I am rejecting this response because the information you provided is inaccurate. I did not want to accept the delivery, however your delivery driver stated that you would take care of the issue. I also spoke to ***** the *** OF DELIVERY and he stated that the item would be replaced. Your offer is to come to my home at some unknown date in the future and take the furniture back and keep it again for some unknown timeframe and maybe it'll come back to me corrected. The issue is not getting a new piece, the issue is me being without the furniture again for some unknown amount of time. Every time this company has said something it has proven to be untrue. I have every text message showing that Coastal Furniture already agreed to provide a replacement and multiple times stating that the replacement had already been built and would be delivered the following week. 

  Now I'm being told they want to take the furniture back, but Coastal refuses to give any timeframe or guarantee any dates for when it would be completed. That is why I "refused" this option that once again is contrary to what I have in writing from Coastal Furniture Company.

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

  Business response

  06/16/2023

  If the furniture was declined at delivery and this is true, the driver would be required to bring it back and we would not have a signed delivery slip. We are not going to provide a brand new piece of furniture. This was a ***************** piece, so the offer we can make is to pick it up, make the changes the customer is requesting, and return the piece to the customer. This is a more than fair offer and at this point in time will be the only offer we can provide.

  Customer response

  06/19/2023

   
  Complaint: 20180818
  
  I am rejecting this response because: there is no timeframe or guarantee of delivery. This company has made multiple promises and broken everyone of them. Their response now is that "at some date in the future" they will take the furniture back and "within some un-guaranteed timeframe" fix it, and then in some non-agreed to timeframe in the future deliver it back. Is this 6 months, 2 years, etc? Providing a "solution" that has no timeframe and no guarantee of when it will be fixed/returned is not an OK or fair solution.

  Also - I posted pictures of the furniture they provided on their ******** reviews page and an recount of my experience with this company and within a couple hours, they removed all reviews from their ******** page. Completely unprofessional, it appears this company (based on many other reviews that I found online) is only interested in a positive public profile, not actually taking care of their customers and keeping their promises. 

  I have every text message from ***** promising me a replacement, stating the replacement was already built, stating that he just needed to schedule delivery of the replacement piece. I do NOT understand why the company changed their mind and won't provide an agreeable solution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two chaors on October 15, 2022. I still have not recived the chars.I emailed the company on March 19, 2023 asking about the ***** of my order, they replied they would check. I then got a reply that the chairs would be delivered with no date.I emailed them again on May 26,2023 asking for my money back since i never received the chairs.I chatted with them on their website taday and they said the chars had been deivedred and they were unable to give me a refund.I do not hve the chrs. I tried to file a case with Paypal to get my money back but they said i was past the 180 day window for a refund. The company now is also saying they can not give me my money back. This is v=bad business.

  Business response

  06/15/2023

  We have shipping confirmation that the order was delivered to the address on file. However, we have been in contact with the customer and offered to resend the two chairs at no cost to her. Since the first order is showing delivered, we feel this is a more than fair offer to resend the order. 

  Customer response

  06/16/2023

   
  Complaint: 20180457
  
  I am rejecting this response because:

  The first order is showing delivered but it was delivered to an address that does not exist.  The address they say they delivered to was *******************  My address is ******************** There is no 134 Salmonberry.

  Someone is not being truthful and it's not me.  After all this I don't want the chairs anymore because I do not wany anything to do with this company anymore.  

  I cannot in good conscience do business with a company that is obviously not interested in taking care of the customer.  I never received an email or any communication that the chairs were being delivered before there were supposedly delivered and I never received any kind of follow up after the supposed delivery to check my satisfaction with either the productor the delivery process.  I have ordered and received a lot of furniture over the last the two years and sometimes I do not get communication on both ends but always at least on one end.

   

  The only communications I have ever received have been instigated by me asking where my chairs were, and it wasn't until I told them I wanted my money back that this supposed confirmed delivery information showed up.

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

  Business response

  06/16/2023

  If the address provided was incorrect and the chairs were delivered to the wrong address, we are happy to file a report with the shipper and in the meantime get this customer a new set of chairs.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased table and chairs in November. Finally delivered in April. Didnt want to accepted delivery as table is wrong color, unfinished staining with globs of glue and larges holes. Chairs not sanded and rough as to snag anything coming in contact. Offered money back three times. Owners father visited the house and agreed unsatisfactory product, promised repair or money back. They were to return to pick up furniture but now they dont respond. Owner says no money back per invoice that we received three months after purchase.

  Business response

  05/26/2023

  Unfortunately what this customer is saying is not fully true. This customer ordered a ***************** piece that was non refundable. The customer agreed to these terms when paying the invoice and was walked through the no refund policy in person since he placed a custom order. The customer did not try to send the items back at delivery. It was all accepted at delivery. The customer admitted to us he changed his mind about the color of the table after the fact and is now unfortunately grasping at anything to receive a refund that we cannot offer. We would like to help make the customer happy, but we cannot offer a refund and to change the color of the custom table due to his mind changing would involve a lengthy process. If the customer would like, we can charge a $395 refinishing fee to change the color of the table. This will cover the skilled labor to do so.

  Customer response

  05/26/2023

   
  Complaint: 20108518
  
  I am rejecting this response because
  

  The response from this business is completely false. As stated we never got an invoice for several months after paying in full. Yes it was to be a custom finish and we provided a drawer from the furniture to be matched. We never once spoke to this person, only the mom and dad. We have copies of the texts offering full refund. We never changed anything, we didnt accept on delivery and we were blatantly lied to. Attach picture prove of color mismatch, unfinished surface, glue globs, several holes in wood and table top warped.

  Business response

  05/31/2023

  The customer claims they never received an invoice which is false. Our back end system actually shows us if an invoice is viewed when it is sent out. Attached is the screenshot showing the invoice was sent to this customer, viewed, and paid.At this point, we cannot work with someone who is going to not be truthful about what is going on. We have made our offer and will not be responding further on this.

  Customer response

  05/31/2023

   
  Complaint: 20108518
  
  I am rejecting this response because:
      As you can see his company is quite good at lie. Our check was written on       11-28-22. Attached is picture of the check. After multiple request we received invoice on 01-03-23 which was wrong and needed revision received in February. Before and after we were offered money back guarantee. We have copy of text sent from *****, owners father. Since contact others have contacted me with same concerns.
  Sincerely,
  
  *****************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/14/23 I received a table from Coastal Furnishing Co. I had requested a matte finish. The table is glossy and there are 3 sets of fingerprints under the final sealer. In addition, the skirt of the table was never sanded. When anyone sat at the table, their legs got scraped or their clothes got snagged. ***** agreed to come out to repair. So far he has told us several dates where he didn't show up. He keeps telling us we have his word, but he says he has to "catch up in the warehouse" constantly putting us off. It's 2 months. I haven't finished paying. We can't use the table as is. Their website says 100% guaranty, yet the president of the company, *****, says basically that we are stuck. l just want them to uphold their guaranty. It's been 2 months and they say they will call or be here and don't show up and never call to let us know they arent coming.What's a reasonable amount of time to wait? They are making a "them" problem an "us" problem. Can you speak to them? I have a long string of messages, a screenshot of their guaranty which talks about money back, and photos of this table. Should I make the last 2 payments ir not pay and risk my credit rating???

  Business response

  05/24/2023

  We have been in communication with this customer and offered to make changes to the order although at this point it is outside of our policy. We do offer a guarantee on our products at the time of delivery. Once the customer signs off on delivery, we do not offer refunds but do stand behind our work structurally and offer a structural warranty on our furniture in the case something breaks due to structural error. This would not fall under that warranty, but we did still offer to make the changes this customer wants. Our policy is on every product page of our site, has its own page on our site, and is agreed to at checkout.

  The customer lives 4 hours away from our location, so getting to her to make these changes will require a professional to already be in her area. If the timeframe does not work for the customer, we will offer a full refund with the product returned in full at the customer's expense and undamaged. We feel since these are two more than fair options since the customer did not request a refund in the allowed timeframe. Both of these options go against the policy the customer agreed to when ordering from us, but we are still wanting to make it right for her.

  We will wait to hear which of the two options the customer would like to choose.

  Customer response

  05/30/2023

   
  Complaint: 20042418
  
  I am rejecting this response because: the company say they will come out. I have no faith in this because they have broken their word 4 times. We are not the only person they have done this to.  A man named *********************** posted pictures and the treatment he got from them it is practically identical to what they did to **. I don't know if he has contacted you or not. They seem to have a modus operandi.... I have a complete chain of messages back  and forth since March 14. Please check that man's email. You will have a clearer picture of what's going on here. Thank you.
  
  Sincerely,
  
  ***************************

  Customer response

  06/02/2023

  How can they expect us to return it?A reputable company would never expect the purchaser to return a defective item. They would pick it up. This is asking a bit much.

  The reason we rejected the other offer is that The "professional" who would be in the area is *****, the man who made the table in the first place. He didn't show up several (3 or 4) times or call when he made appointments. One excuse after another....warehouse people shortage,  granddaughters graduation, death in family. If they want to send a different professional that might  be acceptable. There must be someone in our area. Also, how long would we have to wait? How many more broken appointments? It isn't fun waiting time and time again for someone to show!

  I'm afraid to return it because I don't know if they would even be there to accept it and give us our money back after driving 3 hours. I can't take their word, even though ***** has sworn to me he would come.

  The TABLE IS INUSABLE BECAUSE THE TABLETOP ISN'T EVEN LEVEL. CANT SET A GLASS DOWN ON IT. THEY NEVER PUT IT THROUGH A PLANER. THE ***** WAS NEVER SANDED. SCRAPES YOUR SKIN WHEN YOU SIT AT THE ****** (Picture of wavy tabletop is attached. I shouldn't be able to see daylight under the level! 

  We are in contact with other customer who got the same treatment from them.  Otherwise I'm afraid we will have to hire our own professional to fix it and then seek restitution in small claims court. We both have pictures and long text message chains for evidence.

  They need to come get this table!

  Business response

  06/05/2023

  Customer requested a repair which we agreed to do. We offered two options for resolution, and it seems the customer would like us to make changes to the table which we already agreed to do when we are next in the area.

  Customer response

  06/05/2023

   
  Complaint: 20042418
  
  I am rejecting this response because:I need a specific day  that they will be here in order to accept their offer. As I have said several times, they keep canceling or just don't show up. When will they be here? I have sat around several days ( actually twice on a  whole weekend). This has to come to an end!
  
  Sincerely,
  
  ***************************

  Business response

  06/06/2023

  Unfortunately it looks like the customer has rejected the solution that was originally requested by her again, so we are not going to be able to respond further on this.

  Customer response

  06/06/2023

   
  Complaint: 20042418
  
  I am rejecting this response because:   Please read....I only asked you to set a date to come out.  You have disappointed me so often. Can you at least do that? It's 3-1/2 months. If you have no intention of coming, at least be honest about it.

  Thank you
  
  Sincerely,
  
  ***************************

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1/2/23- order Rocky ********** from coastal furnishings for approx $2177.35. Wood chairs to match base okd by employee. Told I will hear from them in a few weeks to go over order . 2/22/23- 8 weeks later I email after no communication. Was told few more weeks for delivery 3/20/23- single text from manager for delivery. No reply. My husband calls, sets up delivery for 3/22/23. Was told delivery driver been with company for years. Driver delivers table, comes alone needs help from husband. Tells husand this is his 2nd day. Brings wrong chairs (fabric), we ordered wood to match base. Manager says they forgot to call to confirm chairs. Driver loads chairs back up as we are inspecting table. Table top warped, has wobble, unsealed and crooked bench seat, paint completely missing in multiple spots. Many gaps, poor craftsmanship. look for driver, he left without notice. I received No receipt of possession, nothing. email company. Manager apologizes, offers to come get table, fix or build new. Husband confronts him about driver saying it was only 2nd day and Manager says oh I forgot we fired other driver for stealing. Manager receives table back and agrees with our complaints. We tell him wed like a refund. He says ok. Couple days later, I email company. Owner responds and says he will not give refund because we accepted table on delivery. We did not. Driver left. He then changes story and says we agreed to a new table. We did not, Manager was pressuring. We felt uncomfortable after the many lies Manager told and wanted refund. Owner refused. I finally told owner I would take further action because it had been almost 1 week and I had no table and out $2000. Finally he offered refund with 15% restocking fee. I argued that I should not have to pay for the incompetence of his employees. He refused to budge. Already having my money tied up for 3.5 months, I said ok to refund. Completely unethical business practices and I feel I deserve the remaining $377 he has taken.

  Business response

  03/29/2023

  Hi there,

  We consider this issue to be resolved as we've issued a refund minus a restocking fee. Unfortunately, many of the claims here are misleading or untrue. The photos of the table show distressing which is part of the rustic look and advertised on the product page. The customer did not return the item within our refund policy timeline. This is very clear on our website and agreed to when ordering from us. The customer asked if we would change some subjective parts they did not like. Within 1 day we had our driver take the 6 hour round trip to pickup their order for us to make the changes. Once the order was back, the customer asked for a refund. We let them know that since it was past the deadline for a full refund and since we sent a driver on a 6 hour trip to get the order with the agreement it was being changed to their liking, we would offer them a refund with a 15% restocking fee. Attached is proof of the refund issued the day the customer agreed to it as well as communication showing the customer agreed to the refund. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Dinning room table and chair set back in August of 2022, It was delivered in October of 2022.One of the chairs was stained, we were told no problem we would have a replacement chair delivered the very next Thursday. Still as of Today 1-18-2023 we have no replacement chair, this company WILL NOT accept phone calls, hide behind the internet, I have emails of them promising our replacement chair OVER AND OVER, but nothing !!! After they have your money they are done with you !!! Please Let other people know to stay away from this company !! *********************** is the registered agent for the company , and he is aware we don't have our replacement chair and still hasn't delivered. People need to be aware and stay away from this company !!!

  Business response

  01/19/2023

  We have been trying to get a replacement chair for him since Nov.  Supply and shipment issues over the holidays kept ** from receiving the replacement chair any sooner.  We have kept him in the loop via emails and texts/phone calls.  His replacement chair was hand delivered this afternoon.  

*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. ↩