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ComplaintsforUrban Furnishing

Furniture Stores
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Customer Complaints Summary

Business's Response Rate:83%

6 total complaints in the last 3 years.

2 complaints closed in the last 12 months.

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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  • Initial Complaint

    09/22/2022

    Complaint Type:
    Problems with Product/Service
    Status:
    Answered
    We purchased a vanity from Urban Finishing. The vanity arrived damaged, but beyond that, the craftsmanship is absolutely unacceptable. The wood measurements are completely off, causing gaps, and crooked closing doors. The side panel is now bowed but being forcibly aligned where it doesn't belong. The hardware to one door was just placed loosely inside the cabinet so was scratched and chipped from shipping. Upon contacting Urban Finishing, I was told they are not willing to help. Not only am I out $800, but this was for a new construction home and the plumbing was arranged specifically for this vanity. Very sad that they don't care about their customers or quality, or even acceptable craftsmanship....

    Business response

    09/22/2022

    Customer placed order on 7/19/22 through Houzz.com, item was shipped out on 7/20/22 and item was delivered on 7/26/22 at 1:59pm.  We have a 30-day return policy which is also aligned with the return policy for Houzz.com.  Customer contacted us on 9/21/22 regarding issue of item.  We informed customer that we have a ****** return policy and it have already well exceeded that time frame.  Return period have already expired and we are no longer taking the return.

    Tell us why here...
  • Initial Complaint

    03/23/2022

    Complaint Type:
    Problems with Product/Service
    Status:
    Answered
    Hello, on 1/7/21 I ordered ************** 20" single bathroom vanity in blue. Within about 4-6 months after installation I noticed the front of the drawer peeling, bubbling, bowing. I forgot where I purchased this from as I was rehabbing this property and purchased a large amount of items. While preparing our taxes I dug deep and found that we ordered this vanity from Houzz. The vendor is Urban Furnishings. I reached out to Houzz who then reached out to Urban Furnishings. I was informed it was water damage and they said they would send paint. This is a vanity, it has a sink water goes down. Water does not get on this part, its particle board even though they advertise this as a wood product and make no mention of mdf or particle board. This should not have occurred, especially within 4-6 months after install. I asked them to atleast send me a new drawer as most of the damage is on the drawer, but they only sent paint.

    Business response

    03/23/2022

    Photo shows damages are caused by user negligence.  Water appear to have seeped over the top and down the front of the vanity during daily usage, as shown by the trail of damage and water stains.  It is also evident by uncleanliness of the grout of the tile within that area.  Damages shown are not caused by just a few instances, it's a prolong daily occurrence.  Again, damages are caused by user negligence and not a manufacturer defect.

    Customer response

    03/23/2022

    I am rejecting this response because: they are ignorant and blame me. They spoke of my dirty grout and to ignorant to understand that floor is original to my almost 100 year old house! They tried to say I am a dirty person because my floor looks dirty to them but it is a stain and who knows how long my floor has had that stain? I could clean it again with bleach and it will look that same way. By insulting my floor and trying to say that I am dirty they crossed that line and are clearly unprofessional! I read many other reviews about them and they do not take responsibility for their actions and cheap products. That vanity is made with MDF and particle board and should not be used for a vanity. I wonder if they have ever taken responsibility for ANY of their complaints? I have not received one apology or a solution at all. Clearly this is how they conduct their business. 

    Business response

    03/24/2022

    The details were derived from the photos Buyer provided.  We do want to apologize for the poor choice of words.  The intent was to show the path of water damage during usage that have been occurring over a prolong period of time.

    Customer response

    03/24/2022

    I am rejecting this response because: As I s***** the ***** stain on the floor we inherited from purchasing this home...the woman we purchased this home from had a sink that was leaking and she had no money to fix it properly. My issue is the fact that this product is made of MDF and particle board. Any person with a brain can look at the damage and see it is NOT wood as stated in the description! This issue started occurring about 4-6 months after purchase. A vanity should not have bubbled and warped like this. ************** and MDF belong in dry areas NOT vanities. The fact that I am being accused of causing damage to this by simply washing my hands is an insult. I have read numerous reviews from your company and you NEVER take the blame or apologize about anything that goes wrong! I am wondering how you would react if this happened to you? I will never buy a product from you again and I will make sure I do what I need to to prevent anyone else from doing the same! Have a wonderful life and Good Luck!

    Business response

    04/04/2022

    Our original position remains the same.  Item is made from wood, MDF and a mixture of other materials.  MDF, *********************** and/or mixture of wood is widely used in the construction of bathroom vanities.  There are a number of variables that dictates composition including price points and target market.  Here are a few links regarding the construction of bathroom vanities:

    https://www.tradewindsimports.com/blog/mdf-or-wood-bathroom-vanities/
    https://www.kbauthority.com/news/what-types-of-bathroom-vanity-materials-should-you-use/
  • Initial Complaint

    09/13/2021

    Complaint Type:
    Problems with Product/Service
    Status:
    Answered
    I bought a chair from a company called Urban Furnishing or *********, **. The chair required assembly, which I completed. It was fine for a little over a month and then the head rest section of the chair fell off. I emailed them asking for new bolts which they quickly provided. But then I realized it was the brackets that had lost their threads, not the bolts. I emailed asking for new brackets several times and they have never responded. The chair cost around $1,800 so I am very disappointed that it is no longer useable after just a month.

    Business response

    09/24/2021

    Hi, after we shipped out the bolts from the initial email, we did not get further communication from Customer regarding any other issues.  We are reaching out to Customer right now to try to resolve issue.  Thank you.
  • Initial Complaint

    04/12/2021

    Complaint Type:
    Problems with Product/Service
    Status:
    Answered
    I purchased a product via ****** for one of their products. I initiated a return and the company stated they require the original packaging for a return. Nowhere on the ****** listing does it state this. They were not helpful in communication with them via ******. I attempted to work with the business to return the item for a refund and even offered to order another product from them and use that box and they declined to do business with me or help me further because I left a negative review for the way they handled the situation on ****** seller page. I want to return the item to the seller and not have to purchase an exuberant amount of packaging materials

    Business response

    04/14/2021

    It is our policy to have original packaging for all returns.  Buyer had frivolous intent from the very beginning. Buyer stated item's countertop measures 20.125" rather than 20" hence the reason for return, yet Buyer wanted a replacement of a different model that measures exactly the same.  Buyer is contradicting and not acting in good faith.  We are still willing to provide Buyer with a full refund, as long as item is returned in original condition with original packaging. 
  • Initial Complaint

    11/30/2020

    Complaint Type:
    Problems with Product/Service
    Status:
    Answered
    Urban Furnishing is a scam company. I would venture to guess that many of the positive reviews this company receives are fake. The company is basically a broker, importing low quality merchandise from Asia and delivering it to customers in the US. I purchased a bathroom vanity from Urban Furnishing that arrived damaged. The countertop was cracked, a drawer mechanism was inoperable, and the wood as damaged. Upon seeking a resolution, Urban Furnishing has been disagreeable and overall incapable of providing a replacement vanity. For over a week, I've spent countless hours attempting to achieve a resolution with Urban Furnishing. They are unwilling to correct a mistake. Buyer beware: this is not a business interested in customer service. Urban Furnishing is a merely a broker that ships furniture and they are incapable of guaranteeing you receive the product for which you paid.

    Business response

    11/30/2020

    Buyer is being very unreasonable.  Item is a bathroom vanity and was damaged during transit.  Item is out of stock so we are not able to send Buyer a replacement.  We gave Buyer two very fair and reasonable options, they are:

    Option #1: Keep item and we will refund Buyer $1000 (cost of item is $1599). This is a 62.5% discount.
    Option #2: Put item back in its original packaging and return item at our cost.

    Buyer does not agree to any of those options.  In Buyer's email response, Buyer intends to KEEP item and wants a FULL REFUND, but put his wording in a very deceitful way.  Here is word for word what Buyer wanted:

    "Urban Furnishing will refund the order in its entirety. I will accept on the cost and responsibility of replacing the damaged countertop and finding a replacement drawer mechanism."  

    Attached is the email correspondence.  Buyer have already filed a Chargeback with his credit card company.  We have already provided Buyer with fair and reasonable options.  Buyer is not acting in good faith.  Buyer wants a full refund and wants to keep item at the same time.
  • Initial Complaint

    09/25/2020

    Complaint Type:
    Problems with Product/Service
    Status:
    Unanswered
    Urban Furnishings is the most rude and unprofessional company I have ever dealt with. Their delivery company yelled at me for asking him to not just drop the items in my drive way and leave and politely asked him to drop them off in the back yard. Their customer service refuse to return the item, even though I asked to return it the same day I received it and that is within the 30 day return guarantee. They are saying I need a pallet and they won’t help with the return. They are dragging the issue so that the 30 days pass and then I will not be able to return my merchandise. I DO NOT RECOMMEND this Vendor.

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Urban Furnishings