Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company wants to pay me half of the fee that I went out 3 x's to photograph their restaurant furniture. The company gave me a pdf of the images they wanted....I tool all the images that were on the pdf....they company asked for additional images, I took the additional images....they want to pay me half of the fee.the reason for half fee is that I did not take photos of the padded chairs that we part of the booth and booth tables, as you can see I sent an email to REMOVEDand asked for a detailed description since I had already made 3 trips....she never once mentioned that I need to break the booths up and remove the padded chairs and swap them out with the wood chair backs up front....How would I know that.....after making 3 trips ver 2.5 hours driving....each trip I asked several times exactly what shot am I missing....she never once mentioned the padded chairs.....

  Business Response

  Date: 02/06/2026

  We appreciate the opportunity to respond.
  We hired the photographer to capture specific images of our restaurant furniture for commercial use. Prior to and during the shoot process, we provided detailed guidance, including product links from our website, a PDF outlining required shots, and a reference image showing the exact angles and items needed. We also communicated these requirements by email and discussed them by phone.
  A key item we needed photographed was a particular chair model with a padded seat and back, shown in a clear front-facing view. This chair, along with the booths, was a primary focus of the shoot. Despite multiple trips to the location and repeated clarification of what was required, the photographer repeatedly photographed a different chair model and did not provide the requested front-facing images of the padded chair.
  We understand that location shoots can be challenging, and we made several efforts to clarify expectations throughout the process. However, the final image set did not include some of the core product photos we specifically outlined in advance and followed up on multiple times.
  Because we did not receive all of the agreed-upon and clearly requested images, we believe it is fair to issue partial payment rather than the full project fee. This reflects the usable work we did receive while also acknowledging that essential deliverables were not provided.
  We remain willing to resolve this matter professionally and believe our offer represents a reasonable compromise based on the outcome of the project.

  Customer Answer

  Date: 02/06/2026

   
  Complaint: 24444459
  
  I am rejecting this response because: I went to the location 3x's and tried to call REMOVEDto get specific feedback during the photoshoot, she was never available I can prove how many times I called via a call log...almost all the short chairs were wood backed....there were a handful of padded chairs at the booth tables....REMOVEDtold me to shoot the photo in front of the tables....she never mentioned the booth tables and booth chairs...you would have to move every table and chair out of the restrarant and the owners were late opening so I was limited on time....I tried to call REMOVEDmany times to check the photos of the chairs and table...nobody was available to help me....I went 3's.....Screenshot 2026-02-06 REMOVEDconfused me when she sent this and I figured she wanted product shots without the tables also....her instructions were all over the page and was very confusing.
  
  REMOVED

  Business Response

  Date: 02/11/2026

  Sorry we have to disagree, we gave very specific instructions and did not receive what we asked for.

  Customer Answer

  Date: 02/11/2026

   
  Complaint: 24444459
  
  I am rejecting this response because: There were only a handful of padded chairs at this location.....I was never told that I had to move the entire cafe around, and the padded chairs were part of the booths....I was told to photograph the chairs with the tables...the tables were with wood back chairs.....she never mentioned there were 2 types of chairs there....I asked for specific information, and I tried to call to verify the photos 2 of the shoot days and she didn't answer my calls...she never mentioned 2 types of chairs and I asked for specifics....several times.....I would have had to rearrange the entire cafe chairs and tables ....the owners of the cafe were late....so had to go back second time....I never knew about the 2 different chair types...she mentioned 4 different angles....she showed a photo with 4 different angles.
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against RestaurantFurniture.net regarding a restaurant furniture purchase totaling nearly $14,000.This transaction has been unacceptable from the outset. The furniture was sold to me with a stated 46 week lead time. We are now over 9 weeks past purchase, and my order remains incomplete. The company has provided no consistent or proactive communication regarding production or shipping. I was never informed that the shipment would be split into multiple deliveries. Half of the order arrived without notice, while the remaining items are still missing. I have been forced to repeatedly initiate contact simply to obtain basic information.Compounding the issue, a substantial portion of the delivered furniture arrived damaged. Despite this, the company has taken no meaningful responsibility for resolving the situation.Throughout this process, I have dealt with multiple representativesOlga (sales), REMOVED, REMOVEDand REMOVED. Rather than assistance or accountability, I have been met with rudeness, deflection, misrepresentation, and direct blame placed on me as the customer. The most recent interaction with REMOVEDwas especially unprofessional and REMOVEDthis point, I have lost all trust in this companys ability or willingness to fulfill their obligations. I refuse to spend additional time, money, or effort coordinating replacements or returns with a company that has demonstrated such poor business practices.I am demanding a full refund of all funds paid, including for items not delivered and items delivered in damaged condition. I want to immediately cease all business with this company. I am submitting this complaint so that this pattern of behavior is formally documented and other business owners are warned before engaging with this company.This experience has caused significant disruption to my business, and the companys conduct falls well below acceptable standards for commercial transactions.

  Business Response

  Date: 01/05/2026

  We appreciate the opportunity to respond and regret that this experience has been frustrating.
  After a thorough review of the order, correspondence, and call records, we would like to clarify several points raised in this complaint.
  First, there is no documentation confirming that a guaranteed 46 week lead time was promised at the time of purchase. Regardless, production for this order occurred within the timeframe discussed and was impacted by standard manufacturing and logistics variables, which were communicated throughout the process. In addition, our policies clearly state that large or custom orders may ship in multiple deliveries. Prior to shipment, the customer was notified that the order would be delivered in parts, and tracking information was provided as each shipment was released.
  Regarding communication, our records show consistent outreach from multiple representatives responding to the customers inquiries and providing updates as information became available. At no point was the customer left without access to support or assistance.
  With respect to the damage reported, we requested photos and details multiple times in order to initiate replacements or file a carrier claim. Unfortunately, the required documentation was not provided. The carriers proof of delivery indicates the shipment was signed for as received in good condition. Without the necessary information, we are unable to process replacements, returns, or claims.
  We strongly disagree with the characterization that our team acted unprofessionally or hostilely. Our staff maintained a professional and respectful tone throughout the interactions and repeatedly offered solutions consistent with our policies. However, we cannot issue a full refund for delivered merchandise or undelivered items that are currently in transit or pending resolution without following the established process.
  We regret that the customer has chosen not to continue working with us. That said, we remain willing to assist in resolving any outstanding issues, including potential replacements for damaged items, once the required documentation is provided. Our goal has always been to complete the order in accordance with the agreed terms and to support our customers through the resolution process.

• Initial Complaint

  Date:12/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered restaurant furniture for a restaurant a year ago. The furniture was not used until 3 months ago when the restaurant opened. We are now 3 months in, and customer is sending multiple photos of cracks all over the booth laminates on each booth. This is clearly a defective product- it is specifically for a restaurant and restaurant usage, and if it is not holding up for typical usage in just 3 months, we expect a manufacturer to stand behind their product. I reached out to customer service, and REMOVEDthe "manager" came on as well. They refuse to get on a phone call. Language used toward their customer (us) is highly rude and unprofessional. they claim it is a "cosmetic" issue and not a defect under their warranty. This is dishonesty in the highest order. We sell restaurant furniture all the time as we are wholesale redistributors and have never run into such an issue and certainly never worked with a manufacturer that refuses to stand behind their product or go to ANY lengths to come to a fair resolution with their client.

  Business Response

  Date: 12/03/2025

  We take all customer concerns seriously and have reviewed this matter thoroughly.
  At this time, the customer has already threatened legal action in writing. As such, we will not engage further in public debate on this platform, as the matter has already been directed toward another legal forum for resolution. For this reason, we believe continued use of the BBB process is not productive.
  We were never informed that all booths were allegedly affected, nor were we provided with photographs of all booths. As an online company, we require all communications and documentation to be submitted in writingespecially when legal action has been threatenedto ensure proper records are maintained.
  A phone call would not have changed the outcome, as the warranty determination had already been made based strictly on our written policy. The warranty provided is structural only. The reported cracking was determined by the manufacturer to be cosmetic, and therefore does not qualify as a covered defect.
  Additionally, the warranty explicitly excludes damage caused by misuse, abuse, or patron-related wear. We cannot be held responsible for damage caused by customers or employees in a commercial environment.
  This is not an issue of refusing to stand behind our productsthis is a matter of enforcing the agreed-upon warranty terms that were accepted at the time of purchase.

  Customer Answer

  Date: 12/17/2025

   
  Complaint: 24210918
  
  I am rejecting this response because: We appreciate the response; however, several statements made by the company are inaccurate, and the issue remains unresolved. We are giving this matter one final opportunity to be resolved through the BBB before initiating legal action. Litigation is our last resort, but we are fully prepared to proceed because this situation clearly falls under the REMOVEDImplied Warranty of Merchantability. Furniture sold and marketed for commercial restaurant use must be fit for its ordinary purpose. Cracking and failure throughout multiple booths after only three months of use is indisputably a defectnot a cosmetic concern.
  To clarify the facts:
  We purchased $14,679 worth of furniture for our client.
  In only three months of normal restaurant operations, widespread cracking in the booth laminates has occurred.
  We have already spent $2,471 on materials and labor to begin repairs, and additional issues continue to emerge, increasing these costs.
  Our professional installer/jobberwho regularly works with commercial restaurant furniturewas shocked by the premature deterioration.
  We did provide photographs and video evidence at the outset of this claim, contrary to the companys assertion that they were not provided.
  As wholesale distributors, we stand behind what we sell. We are investing in repairs to support our client because the product has clearly failed prematurely. We have extensive experience with commercial furniture, and this level of damage is not normal, nor is it cosmetic.
  Regarding communication:
  We have repeatedly requested a phone call to properly discuss this matter, yet the company refuses to speak by phone. Written communication alone does not allow for the clarity needed in a situation involving multiple items and evolving defects. If the company genuinely wants a resolution without escalating this further, we require a direct contact person who is willing to speak with us by phone.
  Final Deadline Before Litigation
  We would prefer to resolve this through the BBB. However, if we do not receive a meaningful response, including the name of a direct contact person willing to speak with uswithin 7 business days, we will proceed with legal action. This is necessary to recover the mounting repair costs and enforce our rights under the REMOVED, as the product is not fit for its intended commercial purpose.
  We remain available to resolve this matter promptly upon the company providing an appropriate contact person and a willingness to address the defective furniture in good faith.
  

  
  

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 12/23/2025

  We acknowledge the customers rebuttal and appreciate the opportunity to clarify our position.
  This matter remains unresolved due to a disagreement regarding the nature of the issue and the warranty coverage that applies. While the customer believes this situation falls under the REMOVEDImplied Warranty of Merchantability, we do not agree that it applies here. The purchase was made subject to specific written warranty terms, which limit coverage to structural defects only, and those terms were accepted at the time of order.
  The furniture was delivered as ordered and was not reported as defective until approximately one year after delivery and several months after being placed into service. After review of the documentation provided, the manufacturer determined that the reported cracking is cosmetic in nature and does not affect the structural integrity or usability of the booths. Cosmetic surface issues and damage occurring during use are not covered under the warranty.
  For clarity:
  We were not initially advised that all booths were allegedly affected.
  We did not receive complete documentation for each booth unit being claimed.
  Any costs incurred by the customer were not authorized as part of an approved warranty claim.
  Regarding communication, the customer has referenced potential legal action. When legal action is raised, our policy requires communication to remain in writing for documentation purposes. This is standard practice and not a refusal to engage.
  We respectfully disagree that this situation reflects a failure to stand behind our products. This is a difference of opinion regarding responsibility and warranty coverage. Our position remains unchanged.

  Customer Answer

  Date: 01/05/2026

   
  Complaint: 24210918
  
  I am rejecting this response because:
  We acknowledge the vendors response and respectfully disagree with their conclusions.
  Our request for a verbal discussion was made before any reference to potential legal action and was intended to resolve the issue in good faith. The vendors decision to limit engagement to written communication occurred prior to any meaningful dialogue and prevented clarification of the full scope of the defects.
  The damage observed is not limited to cosmetic wear and exceeds what would reasonably be expected under normal use. Once the vendor declined further engagement, there was no practical opportunity to provide additional documentation regarding all affected units. Any costs incurred were the result of mitigating ongoing issues after the vendor declined to acknowledge coverage.
  We do not agree that this is merely a difference of opinion or that the matter is resolved. This matter remains unresolved, and we will consider our next steps. We remain open to a constructive resolution should the vendors position change.
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/07/2026

  Thank you for your patience while this matter was reviewed again.
  
  The purchase was made subject to specific written warranty terms that were accepted by you at the time of order. Those terms limit coverage to structural defects only.
  
  The furniture was delivered to you as ordered and was not reported as defective. Based on the documentation and video provided, we determined that the reported cracking and laminate issues are cosmetic in nature and do not impact the structural integrity or usability of the booths. Cosmetic surface issues and damage that occur during use are not covered under the warranty. This remains a difference of opinion regarding responsibility and warranty coverage, and our position on the warranty determination is unchanged.
  
  That said, we have reviewed the conditions shown in the video and would like to outline the options available to address them outside of warranty coverage. Our intent is to clearly communicate what we are able to offer so this matter can be resolved in a practical manner.
  
  Available Options:
  Plastic Corner Protection
  We can provide additional plastic corner protectors for the sides of the booths. These are 48" long and can be trimmed to size with a razor blade and glued in place, providing protection for both the front and side/depth of each booth.
  Lifted Laminate Corner (around the 8-second mark)
  We can supply laminate adhesive to secure the lifted corner. Once set, a plastic corner protector can be installed over the area.
  Front Laminate Damage (around the 32-second mark)
  For the two booths showing front laminate damage, we can provide full laminate overlay pieces that can be glued over the existing laminate for a clean appearance. After approximately 30 minutes of drying time, plastic corner protectors can be applied.
  Top Damage on Booth (around the 1:11 mark)
  The booth shown appears to have a previously glued corner. We can provide epoxy to patch this area. Alternatively, a replacement booth may be ordered at a 50% discounted cost, with freight remaining the customers responsibility.
  
  Please let us know how you would like to proceed. These options reflect what we are able to offer at this time.

   

  Customer Answer

  Date: 01/08/2026

   
  Complaint: 24210918
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 10 barstools and had a careful conversation regarding height and measurements over the phone with REMOVEDPeers. The specifications do not match what I was sent. The measurements are incorrect as per the specs. The barstools are 2 inches lower than I need/per specs. They claim I can return them at my cost less a 30% restocking fee. This is unacceptable. They ignored me for weeks. I have called and emailed photos and videos. I finally spoke with upper management REMOVEDwho says They have a policy that can change the specs at any time without notice. I feel this is extremely unfair business practice.

  Business Response

  Date: 11/19/2024

  We want to assure you that we have not ignored your concerns and have responded to every email you have sent. I personally consulted with our REMOVEDteam regarding the chair height. Over the past 20 years, we have sold thousands of these bar-height chairs without receiving any complaints about their dimensions.

  
  While we understand that you may be dissatisfied with the items, we respect your right to return them in accordance with our return policy. To address your concerns, if you choose to place a new order, we are happy to waive the restocking fee and extend a courtesy discount as a gesture of goodwill.

  
  Our return policy is a standard and fair business practice that was agreed upon at the time of purchase. However, we are committed to going above and beyond by offering these additional accommodations to ensure your satisfaction.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a set of stools in Dark Blue. I received Teal Green, but Restaurant Furniture will not accept them back or issue a refund.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered bar stools from them. Less than a week after receiving them the stools began to fail dangerously. The lets are extremely flimsy and bend rendering the stools unsafe and unusable. Reached out to support and they dismissed my claim and said nothing was wrong with stools despite photos showing the legs clearly bent.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Put down what was supposed to be a refundable deposit for diner booths 9/6/23 for $14,000. Nothing was custom and would have existed in their warehouse. We found what we needed for 1/2 the price. When we went to get our deposit back on 9/18 we were told they would have to keep a 30% restocking fee. This information was under shipping on their website it is almost virtually impossible to find, which is why we were under the impression that the down payment was 100% refundable A check was supposed to be mailed out. We never got the check. Just called the company to inquire about the check. The receptionist told us that the check was mailed out a month ago for the amount of $5800. We have not received any check or any form of refund. We can also not get anyone in management to return our calls.

  Business Response

  Date: 11/08/2023

  Hi REMOVED,

  
  I am sorry that you are unhappy with the outcome of your order.  Attached is your order confirmation in which you approved our companys policies as well as a copy of our terms and conditions from our website.

  The items you purchased are as follows:
  7 Wood Booths, some being singles, some being doubles, and circle.  The order confirmation shows the measurements you had chose.  Your invoice itself shows that EVERYTHING on this order was custom.  It is impossible for us to have a booth of every measurement, vinyl, and fabric available in stock and ready to ship.  All of our booths are custom except for our quick ship ones.  It is stated directly in the product page located here: REMOVED

  It states more than once that this is a custom item on the product page.  I have also included a screenshot for clarity.

  We never agreed to a fully refundable deposit.  If you have any documentation that states that it was refundable, I would really like to see it. 

  Our Terms and Conditions specifically state the following:
  RETURN POLICY
  Cancellation of order is possible prior to the production or packaging of the items ordered. Custom made products (using upholstery materials, special stains or finishes, size or shapes) cannot be returned or cancelled at any point because they were manufactured based on your specifications. You may be able to cancel or return items that are "stock items". All cancellation requests must be done in writing and emailed to [email protected] - please ensure you state your order #in the email.
  
  Returning or cancelling an order with "stock-items", involves a re-stocking fee of 30%. This also applies on orders which were packaged but were cancelled prior of shipping. In case of a return, you will forfeit all shipping expenses paid by you.

  Additionally attached is an email where you had stated yourself, If you build banquets Ill get the dimensions.  This shows that you understood this was custom, otherwise why would we need any dimensions to a booth that was in stock with pre-set dimensions. 

  When your designer reached out to us to cancel, we showed you again the policy that you agreed to as well as the invoice that you approved that linked to that policy.

  You replied claiming that you were not in the loop and that your designer approved terms that you never agreed to. This is not our responsibility.  She was acting as your approved agent.  She was hired by you.  Whether or not she is young and whether or not she made a mistake is not a valid defense  (as you stated), when she had to actively check a box that she agreed as well as press a button to approve.  She is your employee (directly or indirectly),an adult, and you appointed her.

  We informed you that raw materials were purchased for your order.  We informed you that the order not eligible for cancellation or any refund NO MATTER WHAT.
  That being said in order to help you out,we offered to provide the 30% restocking fee as a courtesy that we did not have to do so you would receive some kind of refund instead of none as we believed this could be the start to some nice repeat business.
  As you had planned to place another order of tables, again as a courtesy we offered a 15% restocking fee on the original deposit, but if you are not placing the order than we have no incentive to discount that fee.

  You responded that there is no responsible way to see our policy.  This is untrue, it is in the order confirmation and it is your responsibility as the person who is making the payment and releasing funds in the form of a check to understand those terms before payment. It is also on our website.  You state the terms were approved by someone who doesnt represent you and that is an invalid defense.  She was placing an order on your behalf and you mailed a check based on that invoice, which you must have seen in order to do that.  You made a complaint that there was confusion because so many parties were involved.  This confusion was never on our side.  You only dealt with one of our salespeople, it was on your side that kept bringing extra parties into it.

  Your response was to take us to court and that your partner is a lawyer, which is fine to do and is your right, but instead of doing that, you made a BBB complaint with false accusations.
  The check was mailed to you the next day. 

  We cannot be held responsible for the US REMOVEDwill not return your calls as we require this sort of conversations in writing and you were already dealing with REMOVEDthe REMOVEDof our company as well as making threats to pursue this through the justice system.  There is also nothing more to discuss in regards to this order.  Whats done is done.
  If in the next 4 weeks you have still not received the check, please send us an email and we will check with Accounting about issuing a new one.

  
  Thank you,

  REMOVEDManager
  

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order for a custom L-shaped booth for my home on July 20, 2023. While placing the order, I called and spoke with a salesperson because I had a question about the direction of the booth. While speaking with the salesperson, he asked me if this was for a home or a business and informed me that the booths are made differently if they are for a residential home, and that such booths have a smaller corner wedge so that they can fit through a residential door. I was happy that he alerted me to this, and he told me he would make note of this on my order. After speaking with him, I trusted it would be taken care of accordingly. When I received the booth in late August 2023, I was disappointed to find that it could not fit through the door either straight in or sideways. I tried multiple different ways of fitting it through, but it always got stuck on something. This was very frustrating given that I had specifically discussed this with the salesperson. RestaurantFurniture.com has been completely unwilling to correct their mistake or to even help in any way. They say that because I do not have a written record of me requesting a REMOVEDthey will not take any action. The fact that I spoke with a salesperson who said they would note that this was for a residential home does not seem to matter to them. I do not wish to force them to completely re-fabricate this booth as that would be expensive and wasteful, but as it is the booth is of no use to me. It is just sitting in my garage. My proposed middle ground is for me to find a local furniture maker who can remove the legs so that the booth can fit through the door sideways, and then reattach them once it is in the house. I do not have the tools or expertise to do this myself, but a furniture maker should be able to, and this would be far less costly and wasteful than completely remaking the booth. I would like RestaurantFurniture.com to reimburse me for the cost of this work.

  Business Response

  Date: 09/26/2023

  Hi REMOVED,
  
  I am very sorry to hear that you are unhappy with your experience.
  
  The invoice does not state that there needed to be certain measurements required for the corner section of the booth.
  
  In the absence of such instructions, we are unable to know what the measurements of the door is that is required for this booth to fit in to and therefore it has been manufactured exactly as it was ordered.
  
  I am very sorry, there is very little that can be done as this was manufactured properly according to your invoice.
  
  Thank you,
  
  REMOVED
  Customer Service Supervisor
  REMOVED
  Tel: REMOVED
  REMOVED

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  As I explained previously, when I spoke with the sales representative I was told that the booths are manufactured differently when they are for a residential home.  The business has not disputed that they manufacture the booths differently when they are for a residential home.  I informed my sales representative that my order was for my home and he told me that it would be noted in my order and that the booth would be manufactured with a smaller corner wedge so that it could fit through a residential door.  My home has a 36" wide front door, which is the standard size, so there should not have been any need to explicitly state the size of the door.  If the business requires confirmation of standard measurements like that, or if their sales representatives are speaking with customers about fitting furniture through residential doors but do not actually know what the standard size of a residential door is, then they should explicitly state so and require that information from purchasers.  I took them at their word when they told me that they would manufacture the booth to fit through a residential door.  If they needed more information to fulfill that promise they should have asked.  Either they did not note it properly in the order or it was not manufactured correctly, but either way I should not have to live with their mistake.  For what it is worth, I estimate it will cost about $500 to have the booth altered by a local furniture fabricator so that I can fit it into my home.  I do not believe I should have to absorb this cost just to get what I was owed from the company from my original order.

  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/03/2023

  As stated before, we are a manufacturer manufacturing custom furniture.  If someone needs for an item to fit through a certain place, we must be informed and provided with the measurements.  If we are not, then we manufacture accordingly to a standard commercial doorframe.  I am sorry that the item does not fit your door, but again the order did not state it needed to be manufactured to fit a certain opening nor with a separate corner.  We manufactured the order properly according to how the order was placed.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  The business admits that this was manufactured for a commercial door even though I specifically told the sales rep it needed to fit through the door at my home when I was placing the order.  He tole me that they knew how to make this to fit through residential doors and that it would be noted on my order and manufactured accordingly.  I don't know why I have to keep repeating this over and over, but it is clear that they did not manufacture this the way that the sales rep told me it would be done.  Based on the fact that the sales rep told me that there were two ways they manufacture these depending on the type of property it is going in, I took it to mean that they have done this before and knew how to build it to fit through the door at a residential home.  That wasn't just me inferring; it's what their sales rep told me.  It seems pretty obvious to me that either they did not make the proper note on my order, or the note was not followed, but either way this is the business's responsibility.  If they needed a specific measurement in order to manufacture this correctly, they could have asked me when I was discussing the property type this had to fit into with them, rather than manufacturing it wrong and telling me after the fact that they needed a REMOVED.  Again, to clarify, my home has a standard size residential door and I was told the booth would fit through the door for a residential home so this should not have been an issue.

  Sincerely,
  
  REMOVED

  Business Response

  Date: 11/02/2023

  For Complaint 20597797,

   

  I would like to continue with the following response:

   

  In the mutually agreed upon policy, it states that we can manufacture the segments based on our own restrictions.  As nothing was stated by the customer, thats what we did.  A PDF of that policy as well as your order confirmation where you agreed to this policy is attached.

   

  Thank you,

  REMOVED

  Customer Service Supervisor
  Restaurant Furniture .Net
  Tel: REMOVED
  REMOVED" rel="noreferrer" target="_blank" heap-ignore="true" style="color: rgb(44, 92, 197); background-color: transparent;">REMOVED

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  The business continues to state that I did not inform them of my restrictions on dimensions when I in fact did.  I don't know how many times I can repeat this fact.  

  I was able to have the booth altered by a local furniture fabricator and at this point I am only requesting a reimbursement of the $190 I paid to that fabricator.  Setting aside some other issues I have with the design and construction of the booth, which is disappointing given the price I paid, I am willing to accept it and part ways with the business amicably if they will agree to reimburse the $190 and make me whole for the amount I had to pay out of pocket,

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 11/03/2023

  Our company did not agree to reimbursement of REMOVEDto the product.  There is nothing wrong with the product as it was received exactly as was ordered and REMOVED.  Our policies are clear and you agreed to them when the order was placed.

   

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20597797
  
  I am rejecting this response because:

  The booth was not fabricated as I requested nor what I was told I would receive.  I have explained this many times and the business continues to talk past me and not address the fact that I specifically discussed this with one of their sales representatives while ordering the product.  
  

  I am aware that they have not agreed to any reimbursement.  That is why Im my last correspondence I stated that this is a request.  If the business does not want to entertain this reasonable request, then this back and forth is no longer productive.  If they can please confirm to me in writing that they do not intend to take any action to rectify their mistake, I will end this back and forth and pursue this with their state REMOVEDinstead.

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/17/2023 we placed an order for REMOVEDfrom restaurantfurniture.net. This was for 88 chairs and 12 tables of varying sizes. Before we put an order in we received color samples from the company and chose the "natural" color sample which is a clear coat over the maple wood. We clarified this with the company before we ordered to make sure we were not missing anything. The estimated delivery time in email was 5-6 weeks which landed on 5/17-5/24.I followed up multiple times each time receiving a different date and different answer. It was pushed until 6/19, 6/30, 7/14, then finally was delivered on 7/20.During this time we pushed off inspections with the state Liqour control, the local fire, and police. I was able to get some exceptions to get reviewed initially but still needed furniture for final approvals in order to open. When the furniture finally did come we noticed the color was off after someone had put table legs on 3 of the tables. I held off assembling anymore while I tried to get ahold of restaurant furniture.net. They took a few days to respond all while we still had to set the tables up for inspections. They finally responded but in order to not have delays in inspections and openings we had to set the tables up. Restaurant furniture explained the color was different because the color of the metal legs were different and they changed all the wood to match. They did this without asking or mentioning that this would happen. They offered to replace the table tops only or refund the purchase if not used or attached to table legs which was too not an option. They offered a 4-5 week rework time which would force us to not be able to open. Additionally I have no reason to trust they would hit timing. A week delay is costing us roughly $6500 in rent and salary, ignoring lost earnings.I asked for a replacement of our tables without impacting our opening, money to refinish locally, and then to just settle a 20% discount. They refused all options.

  Business Response

  Date: 08/16/2023

  We would really like to explain our side of the story as well as provide a more satisfactory response for the customer and the REMOVED, however the customer has already filed THREE disputes with their credit card company.  This was the customer's choice of forum to submit a complaint.  We cannot reply until the dispute has been finalized by the Credit Card company.  Additionally it is against REMOVEDrules to process any refunds after the dispute process has started so we cannot provide any compensation at this time even if we were able to.  

  I am very sorry that the customer is wasting the REMOVED's time as we are already handling this case in the forum they chose to originally complain.  We do not think it is fair that the customer is also filing a dispute, while filing a complaint with the BBB.  The customer is trying to publicly blackmail our company into providing compensation that was never discussed and was demanded by him while simultaneously stating to the credit card company that he did not get what he ordered even though it is all assembled and used and requesting a full refund from them.

  We provided multiple solutions to the customer, but the customer did not accept any of them.  The options the customer provided were never sanctioned nor offered by us and were completely unreasonable.

  We would be happy to clarify our position and what we had offered and let the BBB decide on the case after the customer's THREE (3) disputes have been closed.

  Thank you,

  REMOVED

   

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20443013
  
  I am rejecting this response because:

  
  

  I do not accept the response from the REMOVED" rel="noreferrer" style="color: rgb(44, 92, 197); background-color: transparent;">restaurantfurniture.net company.

  
  

  They state that they have offered solutions but in my emails that I have uploaded you can see they are not real solutions and are only offering things that can not be accepted. What they are offering can not be accepted due to the delay in delivery. I proposed other ways to fix the error and they have refused those. Instead I asked for a discount and they still refused. All communication was uploaded in BBB for review.

  
  

  As for the credit card disputes, 2 of them are unknown charges and I said I would drop with any clarification as to what those are. The company did not clarify so they are still there. I am ok to drop if I am aware of what those charges are.

  
  

  REMOVED, "Helvetica Neue", Arial, sans-serif;">For the deposit dispute. I put this in place after the credit card company told me that is how to handle good that were delivered not as ordered which is what is stated in the emails I have uploaded. 

  
  

  I have no intention to blackmail anyone. I originally asked for the correct products to be delivered and the incorrect products to be returned without interrupting my business. After being told that was not possible I then asked for a discount. Since I am forced to accept products not to the spec I ordered or risk serious damage to the business I proceed to file a BBB complaint. Again, all communication and pictures have been uploaded for full transparency.

  
  

  Thanks,

  REMOVED;

  
  

  
  

  Business Response

  Date: 08/29/2023

  Everything was sent to the customer properly and he has been informed if he does not like the furniture that is of a perfect quality and is clearly being well used in his restaurant.  If he does not want to keep the furniture, we are willing to pick it up for a refund, he just needs to email us with pictures of the whole order packed on pallets ready for pickup.  If the customer is not interested in a refund, then this customer is happy with the REMOVEDand simply wasting the BBB's time until the disputes have been closed.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20443013
  
  I am rejecting this response because: as stated multiple times in communication we are not satisfied with what was delivered because it was not what we ordered. We would love to be able to send the furniture back if we had the correct furniture delivered before hand. To repeat what we have stated, due to the delay in delivery we can not send the furniture back because it would cause us to close down our restaurant. We have to live with it, as it is a better option than losing business. The furniture is non inherently bad but it is not what we ordered and we should not be forced to just accept an unapproved change in color.  

  If the company ships us new furniture first then we can absolutely send back the current furniture we have. This is what we have asked for multiple times. Alternatively we would have accepted the 20% discount offered to other complaints on BBB for similar errors. 

  Sincerely,
  REMOVED

  Business Response

  Date: 09/05/2023

  We cannot agree to anything as you have filed a dispute with the credit card company. We cannot accept used furniture as a return which is why we need to restain the ones you already have and if they are in use and you do not want to part with them, then that means they are considered acceptable by you and you are benefitting from them.

  I will no longer address the request for a 20% discount as that has never been offered to you and was explained multiple times as to why we cannot do that for perfectly good items that are in use and there is no such thing as a BBB discount, we decide how to discount on an individual basis of each order.  Additionally, cardmember association rules do not allow a refund while a dispute is in progress.

  I request that the BBB closes this case as the customer has been provided all solutions and refuses all of them and he is wasting the BBB's time by trying to negotiate while involved in a credit card dispute.

  Thank you,

  REMOVED

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20443013
  
  I am rejecting this response because:
  
  

  All replies from the company consistently lack acknowledgment of the constraints placed on us due to the delay of their delivery. We were told a 5-6 week lead time for the furniture and instead received everything at REMOVEDweeks. If we received the furniture in the original time estimate we could have accepted the companys proposal. Since we did not, we proposed alternatives that would work within the new time constraints. We would gladly accept replacement furniture in accordance with what we were told we would receive. Again, the company did not deliver what we were told we would receive. 
  
  
  I bring this up to BBB because I believe the company understands the position they placed us in and are not in good faith working to help us but instead only providing options they know we cant reasonably accept. They consistently ignore all comments around timing. They provided a different product then what we agreed to and left us with no options that could fix it without losing significant money. They also refuse any settlement. I believe BBB should have this reflected in their rating. 
  
  
  Finally, to reply to the companys point that since we use them they are considered acceptable. The quality of the product has nothing to do with our use of it. We had to use it whether we like it or not due to the time constraints the company had placed us in. Just like electricity and water, a table is required in a restaurant. We did not agree to the finish of the table and we do not want the color. We want want we ordered, however we had no choice but to use them while we tried to work something out with the business. 
  
  
  As noted previously, all communication is attached to the complaint. Details on timing, sample acceptance, and our communication on the issue is needed.

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a joke and I wish I had read some of the other reviews on this site before giving them my money. I placed a custom booth order over the phone with REMOVED. REMOVEDput the order together and sent me a link to confirm. Unfortunately there was an error on my order that I missed because I didnt expect REMOVEDto make such a big mistake.the mistake was a the Double. Which I know now I should have known meant that I was confirming the wrong booth. No photo of what I should expect was part of the confirmation. Coincidentally, the error he made cost me an additional $1000. Maybe it was a commission grab? Maybe REMOVEDis incompetent? Your guess is as good as mine. The customer service experience since Zachs error and been nothing short of horrific. They have bad attitudes (noted in other reviews) and take no responsibility but their mistake. A customer service agent did agree with me that the wording is confusing and she made errors when she started working for restaurantfurniture.net. There sales manager. REMOVED, hung up on me after he made me confirm the delivery even though it was wrong and also told me I would be fined if I didnt let the driver leave. Im sure they will respond with some REMOVEDthey have with every other review on this page. Taking no responsibility and offering terrible customer service.Ill never use them again and I advise every one to find another vendor for their furniture needs.

  Business Response

  Date: 08/16/2023

  Hi REMOVED,

  I am very sorry that you are upset with your experience.  We are only able to manufacture what the customer has approved in the order.  It is up to the customer to confirm their order is right as these are custom items being manufactured for you.  We do not provide photos with our quotes and orders as they are available on our website.  If there are any questions about the product, answers can usually be found on our website.

  As stated already, there is no mistake for us to be responsible as it is what you ultimately approved yourself.  The customer service agent was empathizing with you and I'm sorry if you felt misled while we were trying to console you on the phone.  We do not want our customers to feel like they ended the call on a bad note.

  You received exactly what was ordered as shown at the following link on our website when you match the item with the item on your order confirmation (Attached for the BBB to review). REMOVED-222687,2501-179397,2489-105757,2490-105788,2496-105813,2497-105816,4788-222549,2500-106042,2502-,5170-236606

  When you click on "Double" a diagram shows up with how it looks as well as its dimensions.

  As you have ordered a custom item, it cannot be refused at the point of delivery.  It was manufactured for you according to your specifications.  The items manufactured were correct as that was what was stated on your order confirmation.  It is true that you would have an issue with a "Driver Detention Fee" if you keep the driver on site for too long.  Every LTL carrier has this policy and I was warning you so there would be no other charges posted to your account as long as the driver left within the time limit stipulated in the carrier's tariff.  If it was refused and brought back to our facility it would have been waiting for you to pick up as we do not accept returns on custom items.

  That being said, even though it is custom, however you have stated you do not have a need for them, REMOVEDhas given me permission to provide the following solution, which is not a usual one that we offer:

  We can pick up the booths at your expense, return it at your expense, sell you new single booths with a nice discount, and we can provide you with a refund for the original order after we try to sell it on our website at a discount for you. The refund provided would be at the price we were able to sell it at, such as 40 or 50% off.  I know it is not the best solution, but given the circumstances this is really the best we can offer.

  I'm sorry if the phone was hung up on you, it was not intentional, sometimes we do have issues with phone systems and calls do get dropped.

  Thank you,

  REMOVED