ComplaintsforSafavieh Home Furnishings

• Initial Complaint

  10/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a rug on 10/03/2024. The amount of the order was $480.16. My dispute is in regard to Safavieh's false claim that you can cancel your order. I submitted my request for cancellation within an hour of placing the order through the only avenue given to me which was via email. I contacted them via phone the next morning as soon as their office opened after realizing i never received any conformation that my order had been cancelled. At first they claimed there was nothing they could do, then switched their story claiming they'd credit me. I have yet to be credited or for the order to be canceled. What else can I do but put my complaint in writing and further ruin their miserable score on BBB. I should have checked here first before purchasing from this scam of a company.

  Business response

  10/11/2024

  We apologize for any inconvenience this may have caused. Our team is actively working with the client to assist in replacing the parts. Our most recent communication was on September 26, 2024, providing instructions on how to proceed with the replacements. We are awaiting the customer's response to our last correspondence and remain committed to resolving this matter as soon as possible.

  Business response

  10/29/2024

  Thank you for your feedback and we apologize for any inconvenience regarding the cancellation of this client's order. Our policy generally does not allow order cancellations, especially for orders that have already been shipped. The client requested a cancellation, and we made every effort to accommodate the request. Despite our attempt to reroute the package,we were unsuccessful due to the rapid shipping process.
  
  We made the necessary steps to stop the shipment, but unfortunately, we were unable to fulfill the clients request. We issued a full refund on 10/11/24 to remedy this claim. If the client did not receive their refund as of 10/30/2024, please contact our customer service team.

  
  With this feedback, we will make the necessary measures to prevent reoccurring issues.
  

  Warm regards,
  Safavieh ************** Team

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a rug less than a year ago from ******. This was a great rug but a couple months ago it is falling apart. I spent 400 dollars on this rug and I am so upset that this rug is falling apart. I have the runner and have no issues. I believe this is a manufacturer issue and I want a replacement rug.

  Business response

  10/02/2024

  Thank you for bringing this matter to our attention. After a thorough review of the customer's order details and accompanying images, unfortunately the date of purchase falls outside the applicable warranty period, and as such, we are unable to offer further assistance in this instance.

  
  Our examination of the provided photographs confirms that the rug in question is hand-tufted with a loop pile construction. It is expected that, over time, loop piles may loosen or sprout;this is a natural characteristic of such rugs and does not constitute a manufacturing defect. Furthermore, the wear patterns observed align with normal use and are classified as typical wear and tear.

  
  Please note that Safavieh does not offer a manufacturing warranty for this product. The issues presented extend beyond the coverage of both our standard 30-day warranty and any manufacturers warranty. While we strive to fully assist all our customers, our evaluation clearly indicates that the rug's condition results from wear and tear. Given that the purchase date falls outside the warranty period, we regret that we are unable to authorize a replacement or refund.
  We appreciate your understanding.
  
  Kind regards,
  ******** ************** ****

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I spent over 400 dollars on this rug and have had it for under a year. How do you stand by your products? A 400 dollar rug only lasts a year? It is not proper wear and tear this is a manufacture issue and I want it resolved  you made the product and unfortunately it is falling apart  I properly take care of this rug and all my other rugs have not had this happen only my area rug  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two lamps on April 29th, 2024. When I received them, the color was not as it looked on the website so I went to return them. The return policy says to contact them via email within 7 days, so I did. Over the last month and a half Ive sent them 13 emails with maybe 5 responses. It turns out that hidden (not under the Returns part of the product page, photos attached) 8 paragraphs down on a separate page (photos also attached) one tiny little sentence says the consumer is responsible for the return shipping cost. It seems intentional that it is that buried. Ive had plenty of returns where I was charged. $25 for a rug, $5 here and there for clothes, and thats fine. After I finally figure out that not only do I have to pay for shipping but I have to go purchase the labels myself (each lamp was in a separate box), I find out that its going to cost $70 to ship them back. Never in my life have I been asked to pay 50% of the cost of the order for shipping. The only concession they would give me was $25 to keep the lamps. I didnt even take that. Its the principle. Youll see in my email screenshots that I talk about reporting this to my credit card company. Unfortunately because Im not going to spend $70 to ship them back, they wont do anything about it, which I do understand, but my house is so small theres no where I can put them so they are just in the way in our office as they have been for the last month and a half. I am more than happy to ship them back at a reasonable cost, and if you could help with that I will do whatever needed but for now Im going to hold onto them. Thank you for your help.

  Business response

  07/10/2024

  Thank you for bringing this to our attention. We are actively working to resolve this issue with the client; however, we have not yet received a response from them. We kindly request that the client contact us or reply to our email. We apologize for any inconvenience this may cause.

   

  Kind Regards,

  Safavieh ************** Team
  

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company did contact me and I responded back. I got back to them on the same day that they contacted me, so the fact that they told you all I didn’t respond is another testament to how this company is managed. I responded but remain dissatisfied.
  
  ******** ********
  
  
  
  
   
  

  Business response

  07/23/2024

  We have made efforts to resolve this matter with the client; however, they have chosen to retain the product in its current state. As the client has decided to keep the product, no further assistance is required.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered window shades from Safavieh. I provided them a quote from another store that had a couple of options and ideas with different prices and colors. They sent out an installer from *************************** to measure the windows and he did so. Right before July 4th weekend, *************************** calls me if I wanted to place the order and I said ok. At that time, I had a very sick family member I was caring for and never had a chance to actually go into the store and go over everything before placing the order, the shades were ordered anyway. Although I okayed the order, I never signed an actual invoice/order generated from them as I had before when I purchased furniture from Safavieh . Soon after, I am told that 4 shades were ordered where only 3 were needed. I became suspicious and worried that they probably screwed up the entire order using the quote I gave them. Safavieh never bothered to check the sizes and information *************************** provided them, they ordered exactly what had been on the quote from the other store, never going over or making their own invoice listing the items being purchased. They being such a high end establishment with "seasoned designers" they should have checked and realized what they were doing. they ordered 4 shades, mixing up the colors from 2 rooms. I want people to know that this store does not care about their customers only to make a sale. I've been a customer of theirs for over 20 years, never will I shop there again!! They are incompetent and hire inexperienced salespeople/managers.

  Business response

  05/31/2024

  We appreciate the detailed feedback regarding this recent order from our Stamford retail store. The client collaborated with a design consultant to obtain quotes for blinds, ultimately approving and paying for the order on June 30, 2023. Despite receiving multiple quotes and order details, discrepancies in the quantity of blinds were not brought to our attention by the client.

  
  As per our policy, if a client approves and pays for an order without reviewing the details, we proceed accordingly. We provided all necessary quotes to the client, which were thoroughly reviewed by both the design consultant and the client. The size was not deemed an issue at the time of order placement,and no concerns were communicated by the client at that time.

  
  An installer from *************************** was dispatched to measure the windows,and we meticulously reviewed the information provided. All details provided by *************************** were accurate based on the quote provided to us and reviewed by the client.
  The quantity of blinds is determined by the client, as indicated on the quote/order that was provided and subsequently paid for on June 30, 2023. The approved quote was thoroughly reviewed by the client and is the basis for the final order. We adhere to the client's instructions as recorded on the quote.

  
  Our commitment to customer satisfaction is evidenced by **********************'s century-long legacy in business. Despite the client's failure to mention it, we offered to refund her for an extra shade, demonstrating our genuine concern for customer issues beyond mere profitability. Despite our efforts to solicit feedback and resolve any concerns, the client proceeded with the installation of the shades, albeit canceling scheduled appointments.

  
  We're disappointed when a customer perceives a negative experience,especially when their engagement and responsibility in the transaction are essential for meeting their expectations. Despite our continued communication and efforts to resolve the issue, the client has postponed or declined our attempts However, we remain committed to issuing a refund for one shade upon the completion of the three-shade installation. The client is welcome to reach out to our store for further discussion or email our team for assistance.
  
  Kind regards,

  
  
  Safavieh ************** Retail Team

  
  

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes, a designer came out to my house and the windows were shown to her, 2 windows in dining room and one in the living room.  We went over the fabric and color choices respective to the each room and it should have been written up as an order directly from the store, the invoice was never drawn up, only the quotes I provided from the other store.  *************************** came out and measured the 3 windows, not 4, and relayed the measurements to Safavieh.  they should have automatically questioned the number of shades being ordered.  They never even looked at what *************************** provided, so why even bother with bringing them out to my house at all. And I stated in the original complaint that I did ok the order, foolishly thinking they knew what they were doing,  and now they won't correct their mistake or refund the money.  All I want is to redo the dining shades to white that they should have been originally.

  Thank you

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/18/2024

  We regret that the client's concerns remain unresolved. Our Stamford retail store has been in direct communication with the client, and we are diligently working toward a satisfactory resolution. We are committed to refunding the cost of one shade upon the completion of the installation of the three shades.

  
  Regrettably, we are unable to remake an additional shade at no cost. However, we are prepared to reorder a new shade, subject to the client's approval. Given that the client has already signed off on the order, we cannot accept a chargeback.

  
  We kindly request that the client contact our store today to confirm our proposed resolution and facilitate a hopeful conclusion.

   

  Kind regards,
  
  Safavieh ************** Retail Team

   

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the store will never admit to any accountability for this debacle they created. As the Stamford store manager had stated to me, their customer relations and satisfaction needs to be work.  the store manager at one point thought the shades were for a completely different room in the house, that's how much they care about their customers.  I still don't understand why they refuse to refund me the money for one shade until I install the other three.  It's as if they are holding me hostage until I agree with them.  I will not agree, just as they made a mistake on the number of shades they ordered, they simultaneously made a mistake with the colors as well, it's all linked together.  I refuse to re-order shades from them ever again, in good faith they should offer re-do one shade at no cost.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a nightstand on 2/14/24 for $174.40. When we received the nightstand, it REAKED of fumes. Normally, a smell of varnish disappears within a few days, but this was stronger than I ever smelled before. I called immediately as I was concerned, and asked what this was. The customer service rep (which I figured out is the only guy there...) said he would find out from the warehouse. Long story short, after multiple calls (I always had to call and follow up, they never followed up with me). They sent me a lead paint report saying their was no lead paint. I immediately told them lead paint doesn't smell like this (and now, after over a week, it STILL smelled of toxic fumes which had me even more extremely concerned). They finally agreed to allow me to return and get a full refund and sent me a return label. I sent it back immediately and wrote an email when I saw the return was delivered to the warehouse (3/4/24), asking when I should expect a refund and also asking for them to confirm what these fumes were. They replied back just stating that it would take at least 10 business days to get my refund. As of today, 4/1/24, I have yet to receive this refund OR get confirmation on what these toxic fumes were. I will state that I disputed the charge with my credit card at this point but it is a serious issue to me that they never confirmed the fumes that were coming from this item. No apology or anything and again, they never technically refunded me.

  Business response

  04/05/2024

  Thank you for bringing this issue to our attention.  We sincerely apologize for the inconvenience and concern caused by the experience. We understand the importance of promptly addressing such matters and ensuring our customers' safety and satisfaction. Regarding the issue of fumes, we have thoroughly investigated and found that the odor is not present in our current production. It's important to note that we utilize ** coating (Nitro Cellulose finish) in this product. The refund for this customer has been processed, and we apologize for any delays in receiving it.
  Once again, we apologize for any inconvenience experienced throughout the refund process.

  Kind regards,

  ******** ************** Team
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 28, I ordered 2 small wool rugs, two of the same design , for my home off their website. I received them 5-6 days later. They may be the same rug but they are not identical in color. Its obvious from the backing and the tags that they are not from the same lot - they were possibly made at different times but theres no way I can use them side by side in a bathroom. (I actually have these rugs now, purchased maybe 15 years ago, and I bought the new ones as replacements. So I know exactly what I purchased and what it should look like). One of the rugs is identical to the 2 I have now, and one has slightly darker yarnsbut they are BOTH marked tan/tan , which is the specific colorway. They have the identical name, style number and size on the back also. So its not as simple as someone just grabbed the wrong rug. Im writing to you because I can no longer get a live customer service rep on the phone. On March 8, a customer service rep told me he would forward my problem to the warehouse, noting that they were behindand asked me to wait until the 12th or 13th to hear back. No one has contacted me by phone or email. AND, the last 2 times I called them, yesterday and today, all I get is a recording stating we are not available, leave a message. I left a message yesterday. I dont feel that we are not available is an acceptable statement for a customer service department to make, especially for a large company. I need a resolution. Thanks for your help.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On March 5, 2024 I ordered (2) Safavieh ****** Dining Chairs, Set of 2 in Black for the total amount of $606.90, order #****, and I received a confirmation email stating delivery date is set for 3/8/2024. On 3/7/2024 I still hadn't received any updated delivery information and decided to email *********************************** to get an update but didn't get a response. On 3/8/2024 I called the customer service number ************** and no one answered. Three minutes later I received a call from ************** with a gentleman from Safavieh returning my missed call. I explained to him the situation and that I hadn't received any shipping updates, but the gentleman said that he "thinks it's backordered" and he'll have to return my call after he did more research. Needless to say, he did NOT return the call. On 3/9/2024 I emailed them a second time and never received a response. I attempted to call today 3/18/2024 and no one answered. This business is a fraud and I WANT MY MONEY BACK!!!!! I HAVEN'T RECEIVED MY ORDER!!!

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Safavieh chandelier/pendant on 12/8/23. The pendant is lovely and installed by a professional electrician without incident. The pendant has glass discs and one broke in half, fell on the dining table, and smashed in little pieces. This was unrelated to any human error as it's a fixed piece and not touched by anyone. The glass disc was simply defective and broke in half. I contacted ******* who stated they were not responsible for supplying a replacement disk. I contacted the manufacturer, Safavieh, who stated that because it was sold by *******, they were not liable for providing a replacement disk. So now I am left with a broken pendant due to a faulty piece of glass and two companies not taking any responsibility. All I asked for was a replacement disk, and their response was to put the responsibility solely on the consumer.

  Business response

  04/02/2024

  We greatly value your feedback and concern. The customer has been provided with a complete replacement lamp in response to the challenges encountered with the initial one. It is our sincere hope that the customer finds satisfaction in this resolution. Should any further issues arise, we encourage them to reach out to our dedicated customer service team.

  
  Upholding the highest standards of customer care is a point of pride for us. If any product arrives damaged, incomplete, or with any other issues, we are committed to resolving them promptly. Our goal is to ensure that all customers are delighted with their Safavieh purchases. We once again extend our gratitude, and we sincerely apologize for any inconvenience caused.

   

  Warm regards,
  Safavieh ************** Team

  Customer response

  04/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction - Feb 5 **** Tracking #************ Invoice ***** Purchase thru ****** When my order came there was not any arms to sofa. I contracted the manufacturer and they said they would send me arms to sofa bed. When I received order today they sent me another sofa bed again with out arms. I immediately called *** and was told they will do another ticket for arms and that might be a possibility arms are not in stock and they will get back with me. In meantime I contacted my CC company and explained to them and they wrote up a report for investigation and will not be charged until arms are sent. Which that company can't provide All I want is arms so I can set it up.

  Customer response

  02/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 19, 2021 I bought a pair of barstools, gray leatherette, they are peeling where the stitches are, I contacted Safavieh, and they say they are not responsible for the quality of their items and they can not do anything for me I think furniture should last more than 3 years, all the furniture in my house has more than 3 years and is fine!!

  Business response

  02/14/2024

  We acknowledge the receipt of communication from the customer to our customer service department on February 12, ****, wherein they provided detailed information regarding their order and accompanied it with images illustrating issues with the barstools. Following a meticulous examination of the images by our team, it has been determined that the barstools exhibit significant signs of wear and tear.

  
  The purchase order for these items was placed in January 2021, and over the course of several years of usage, the product has naturally incurred wear and tear. Upon careful review, we have concluded that the observed issues do not stem from any defects or manufacturing discrepancies. Given that the product has been in use for three years, it is reasonable to expect some level of wear.It is important to note that Safavieh does not offer a manufacturing warranty for this product, and the issues presented extend beyond the coverage provided by our standard 30-day warranty as well as any manufacturer's warranty.

  
  Please rest assured that our primary objective is to fully help all our customers if possible. However, based on our evaluation, it is evident that the barstools are indeed showing signs of wear and tear, and considering the date of purchase, they fall outside the scope of our warranty coverage. Consequently,we regret to inform you that we are unable to authorize a replacement or refund, particularly as this request exceeds the 30-day post-purchase warranty period.

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did not buy expensive barstools for just 3 years,U noticed they change the design of their barstools, they do not have stitches on the sides, that is what is causing the peeling, so clearly it is a design defect

  i request the exchange 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩