ComplaintsforModloft

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I would like to file a complaint against Modloft furniture company. I ordered an outdoor set from them around memorial day, as it was backordered at the time it was just delivered to me on July 6th, 2024 via white glove delivery method that Modloft offers. Upon unpacking the sofa I discovered that one of the armrests (the right one) is severely and noticeably bent and misshapen. Sofa alone was $2,000 and I informed Modloft about the damage immediately upon unpacking on Monday of July 8th via email. I attached photos and sofa is still in the original packaging. It has been almost a week of email exchanges with *************************** without any resolution other than their quality team is reviewing the issue. I called twice with no other employees offering any help and directing to speak to ***************************. I spoke to her on July 10th with no update or resolution other than quality team is still reviewing and I should have a response by the end of the week regarding resolution. No update followed other than ask for now video of the said armrest. I am seeking assistance in resolving this matter as I lost any faith that Modloft will take any steps to rectify this situation. Thank you in advance.

  Customer response

  07/12/2024

  After filing this complaint I received an email from *************************** at Modloft this morning that a replacement of the damaged item was finally issued and I am awaiting eta on the delivery.

  

  Business response

  07/26/2024

  On July 7th mid-day we received an issue to our support team that the clients item was bent in transit. We let the customer know the next morning we would fix the issue for her. 3 days later she wrote us with this: 

  ___

  Attached. Please let me know asap. It is incredibly unfair that after paying $2,000 for the sofa, I was delivered a damaged item that is now taking a WEEK to review. In my entire life buying furniture I have never experienced anything like this. This is unacceptable.
  
  What do you suggest I do with this damaged sofa in the meantime?

  ____

  We were a little surprised, we communicated with her fully, and regularly, we got a new sofa on the way to her, and while not ideal, the sofa she had was perfectly safe to use while we swapped out. We hope this is satisfactory for the client, we value her feedback. 

   

  Customer response

  08/07/2024

   
  Complaint: 21977082
  
  I am rejecting this response because: the business is not being truthful as to what occurred. I contacted the business on July 7th about the damaged item to be replaced. ***** responded on July 8th confirming receipt of the photos. I did not receive a meaningful update on the status of this claim until I filed a report with BBB on July 11th. It was only after I got a confirmation that BBB reached out to the company I received and immediate response with a resolution on July 12th. To the contrary of their claims Modloft did not provide any updates for days. When I called Modloft the gentleman on the phone acknowledged that they had discussed my case but would not provide any further information directing me to ********************* who promised to update promptly but did not until this complained was filed.
  
  Sincerely,
  
  *********************

  

  Business response

  08/08/2024

  We are not sure what further solution the client is looking for. Her item arrived damaged, but still safe and usable while we replaced it for her,  we see constant communication, and we issued a replacement. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to file a formal complaint against Modloft regarding an ongoing issue with a product I purchased from them. I believe this complaint is a necessary step to address the situation as I have made repeated attempts to resolve the matter directly with the company without success.Details of the complaint:- Product: Bed - Date of Purchase: April 19, 2021 - Order Number: #***** - Description of the Issue: The bed I purchased from Modloft has exhibited significant structural defects, including weak support beams and poor build quality, causing me substantial discomfort and sleepless nights.- Attempts to Resolve: I have contacted Modloft multiple times, and they have attempted to address the problem by sending replacement support beams. Unfortunately, these efforts have not resolved the issue, and I continue to experience the same problems.- Requested Resolution: I have requested a reasonable resolution from Modloft, either a full refund for my purchase or the delivery of an improved, upgraded bed that addresses the structural defects. These requests have gone unanswered.I have made it clear to Modloft that I am prepared to take further legal action if a satisfactory resolution is not provided promptly.I am filing this complaint with the Better Business Bureau to seek assistance in reaching a resolution to this matter and to highlight the company's lack of responsiveness and refusal to address a legitimate consumer concern.I kindly request your assistance in mediating this issue and facilitating a fair and reasonable resolution. I believe that the Better Business Bureau can play a vital role in ensuring that consumers' rights are protected and that companies uphold their commitment to quality and customer satisfaction.Thank you for your attention to this matter, and I look forward to a prompt response from Modloft and the Better Business Bureau to address this ongoing issue.Sincerely,Arman

  

  Business response

  11/17/2023

  Upon reviewing this case, we see that this bed is outside the warranty period. However, we are committed to assisting you in resolving the issue to ensure the customers satisfaction. But this does need to be within reason. 

  
  We have carefully assessed the situation and have provided instructions on how to repair the physically damage bed. Our team has offered clear and detailed directions to enable a straightforward and effective resolution to prevent any further issues.

  We are more than willing to offer additional guidance and support to ensure the successful resolution of this matter.

  Customer response

  11/17/2023

   
  Complaint: 20818925
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  11/27/2023

  I did not reject anything! I want Modloft to replace my be with the newer and improved bed that does not have the issues with the support beams that mine currently has

  Customer response

  11/28/2023

  I did not reject anything! I want Modloft to replace my be with the newer and improved bed that does not have the issues with the support beams that mine currently has

  

  Business response

  11/28/2023

  Hello BBB, We have to reiterate our previous response, we are not sure where lines are being crossed here. 

  Upon reviewing this case, we see that this bed is outside the warranty period. (This means the bed is no longer covered under a warranty)

  However, we are committed to assisting you in resolving the issue to ensure the customers satisfaction. But this does need to be within reason. (This means we will try our best to find a solution) 

  We have carefully assessed the situation and have provided instructions on how to repair the physically damage bed. Our team has offered clear and detailed directions to enable a straightforward and effective resolution to prevent any further issues. (This means a solution to permanently fixing this issue is simple, and straightforward.)

  We are more than willing to offer additional guidance and support to ensure the successful resolution of this matter. (This means we are still here to help if the customer desires it) 

  Customer response

  11/29/2023

   
  Complaint: 20818925
  
  I am rejecting this response because: it is not a solution to the problem and the business is clearly steering away from helping me with their defective item. 
  

  Description of the Issue: The bed I purchased from Modloft has exhibited significant structural defects, including weak support beams and poor build quality, causing me substantial discomfort and sleepless nights.
  Attempts to Resolve: I have contacted Modloft multiple times, and they have attempted to address the problem by sending replacement support beams. Unfortunately, these efforts have not resolved the issue, and I continue to experience the same problems.
  Requested Resolution: I have requested a reasonable resolution from Modloft, either a full refund for my purchase or the delivery of an improved, upgraded bed that addresses the structural defects. These requests have gone unanswered.
  
  I have made it clear to Modloft that I am prepared to take further legal action if a satisfactory resolution is not provided promptly.
  
  I am filing this complaint with the Better Business Bureau to seek assistance in reaching a resolution to this matter and to highlight the companys lack of responsiveness and refusal to address a legitimate consumer concern.
  
  Sincerely,
  
  ***************************

  

  Business response

  11/29/2023

  We understand the customer would like us to repair the physical damage to his bed one year outside of his warranty. We have give him a solution that would permanently fix the bed, but he is unwilling to accept it. We have no other recourse in this situation. 

  Customer response

  11/29/2023

   
  Complaint: 20818925
  
  I am rejecting this response because:
  
  the business is clearly lying because I accepted their offer for them to come out and replace ********* and that still did not fix the problem as it is still ongoing. I accepted their offer and they came out and supposedly fixed it but the fact of the matter is that it is still defective and the wood in the bed is chipped off because of the horrible quality. They are playing games at this point and dont at all care about their consumers. A bed is supposed to last at least a minimum of **** years! Its common sense that the business lacks.

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

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Modloft for a transaction that took place on December 19, 2022. I paid $398.50 for the Centre Occasional Table, and the company committed to providing a product free from defects in material or workmanship under normal use, as specified in their "Standard **************** Warranty."The nature of the dispute is as follows: The product I received has experienced significant paint peeling, which I firmly believe is a direct result of a defect in material or workmanship, as per my warranty claim. I have attempted to resolve the issue with the company by providing images and videos of the problem and cooperating with their team's inquiries. However, they have denied my claim, stating it is physical damage.I am disappointed with the company's response to my genuine concern. They have suggested using nail polish as a remedy, which I find inadequate for a manufacturing issue.I have followed the steps outlined in their warranty policy and adhered to their procedures for initiating a claim. Nevertheless, the company has refused to acknowledge the defect and honor their warranty commitment, and it appears that they have a history of rejecting warranty claims.My order number for this transaction is 8196622.I seek a resolution that aligns with the terms of their warranty and restores my faith in their brand's commitment to customer satisfaction. Specifically, I request that Modloft either repair, replace, or refund the product in question as per their warranty policy.I hope that BBB can mediate this matter and help achieve a fair resolution between myself and Modloft. Please contact me if you require any additional information.Thank you for your assistance.

  

  Business response

  08/25/2023

  Upon examination, it is evident that the chip was not a result of a manufacturing defect. Instead, it appears to have been caused by physical damage.
  It's possible that an inadvertent impact or contact could have led to the chip formation. Given the nature of the chip and its location, it aligns with the characteristics of damage caused by external forces rather than an inherent flaw in the table's construction.

  Customer response

  08/27/2023

  Complaint: 20394369
  
  I'm rejecting this response. I refer the company to their own "Standard **************** Warranty," which stipulates that Modloft will repair or replace any product that "has failed under normal use as a result of a defect in material or workmanship." My product, as I have documented extensively through videos and images, is peeling in a way that I contend is a defect in material or workmanship.

  Your suggestion of touch-up with nail polish itself indicates that this is not "normal wear and tear" or a result of "extreme environmental conditions." I appreciate your suggestion regarding the use of nail polish, but my concern extends beyond mere aesthetics. The product's deteriorating condition speaks to an underlying manufacturing issue that undermines its longevity and functionality, thus rendering the remedy insufficient.

  It's important to mention that my frustration is compounded by the fact that the evaluation of my warranty claim is being conducted by your internal team, which potentially introduces bias. An independent third-party evaluation would provide a more impartial and fair assessment, in line with standard industry practices.

  I kindly request that you provide a clear and fair solution that addresses the manufacturing issue with the product, whether through repair or replacement, within the framework of the warranty terms.
  
  Sincerely,
  *********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bough six-piece furniture sets priced at $750 each ($4500), with the unfortunate drawback that they are designed to only withstand two uses. My incopetent designer didn't want to deal with this situation, even though she recommended both the company and the items, and she ordered using her special account, claiming that regular customers Cannot order here. Consequently, I am earnestly requesting that the company retrieve the chairs and issue a refund for the past year. Throughout this time, these chairs have occupied valuable space in my home and caused substantial damage to my brand new hardwood floors. Regrettably, I discovered this issue after my guests had already departed. Despite my attempts to find suitable covers for the chair feet, none have proven durable due to the chairs' poorly designed metal legs with angled and pointed ends. I have endured both financial loss and frustration, holding out hope for a resolution. It was only today, via email, that I received notification that the warranty does not cover the damage. This lack of responsiveness and accountability indicates a deficiency in the company's competence and an unwillingness to take responsibility for producing overpriced items of subpar quality. Additionally, I feel compelled to highlight the fact that despite my numerous emails and phone calls, spanning an entire year, my efforts have been futile, with no resolution forthcoming. The lack of communication and response from the company is deeply disappointing. Only today I received an email respond stating that the warranty is NOT going to cover my issue. So what am I supposed to do? just throw the chairs away with $4500 to save space in my home because nothing fits them and the warranty doesn't care not the store that sells them?

  

  Business response

  07/26/2023

  This customer has threatened ** multiple times. She claims that the chairs caused damage to her wood floors, and used a cap that she bought off amazon to protect them. That cap she purchased failed. Like with ANY chair, placed directly on hardwood precautions need to be taken if the customer chooses not to use a rug or carpet in this situation. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Modloft coffee table in 2022. It arrived and the base was damaged. The delivery people took pictures and reported to the office. On 6/7/22 I also sent pictures of the damaged table in an email. I was informed they would send a replacement. The replacement they sent was ALSO damaged and visually very ugly as the damage is obvious. Modloft said they would refund $400 which is not satisfactory. I want a full refund and they can take the damaged table. I was never sent the $400. It's been a year now that I have been calling/emailing them. I also took 2 days off while waiting for delivery men who never came back in June of 2022. This is the worst company and I will never purchase anything from them. I want a full refund AND reimbursement for the days I had to take off work!Issue Replacement Order ******* / R: *******

  

  Business response

  07/26/2023

  Customer agreed to a $400 discount for minor base damage. We refunded her on $400 settled on August 10th 2022- they can use the following reference for their bank: Reference Number ***********************

• Initial Complaint

  04/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Is made over a month and I still have my order if I do not have it by the end of the week, please cancel it. You need to refund my money otherwise I will be filing a lawsuit this doesn't make any sense now my mom does not have a place to sleep because of these idiots.I've spoken with two different representatives both lied and said that they would be giving me updates with emails but there is no, and they claim that there is no tracking for this this is absurd this is like literally the worst company in the world.There are literally no updates or anything.ORDER ******* I HAVE READ OTHER CUSTOMER REVIEWS AND NONE OF THE PARTS SHOULD be missing or I will be filing a lawsuit.

  

  Business response

  04/17/2023

  Delivery is scheduled for 4/19, we will monitor this. 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a mattress from the company. Mattress has come with a defect making it unusable. Compared the exact same mattress to a previously ordered mattress of the same model number and the new mattress is defective. Modloft is denying a warranty claim despite the mattress being defective. No customer support either.

  

  Business response

  03/31/2023

  Customers warranty request was denied because his description of the issue was not covered. 

  Customer response

  03/31/2023

   
  Complaint: 19867912
  
  I am rejecting this response because an effort has not been made to investigate the manufacture defect of my purchased product. The product is defected and came this way from the factory. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a table on April 29th 2021 from Modloft and i was told this has a 2 year warranty. The table top has a crack on it and i called Modloft to try to get it repaired. However after sending pics they flat out told me the item has been discontinued and they cant do anything. I pleaded my case saying i purchased many things from them and i even offered to pay money to have then repair it but they declined Literally saying "it sucks" but there's nothing they can do!?? the table is less than 2 years old and they want me to throw away a $3000 table??? Horrible customer service and i will never buy anything from them again

  

  Business response

  03/31/2023

  Unfortunately physical damage is not covered under our 1 year warranty against defects. Customer opted our of any extended service that covers physical damage. ******** has informed us that he will be filing a claim with his homeowners insurance. 

  Customer response

  03/31/2023

   
  Complaint: 19866080
  
  I am rejecting this response because:

  they literally do not even offer you an option of paying for customer service. **************** is nonexistent as they say its discontinued and theres nothing they can do so even if I did pay for their extended warranty, the unit is discontinued and there still be nothing they can do. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/17/2023

  Customer reached out to us because of physical damage to his table. He let us know he would be filing a homeowners insurance claim. 

  Customer response

  04/17/2023

   
  Complaint: 19866080
  
  I am rejecting this response because:I asked for assistance and they refuse to offer any assistance . Nothing at all . Fine dont cover it but try to assist with something . They were like no goodbye 
  
  Sincerely,
  
  *************************

  

  Business response

  04/17/2023

  That is an inaccurate description of the case. Customer called to see if we covered this issue, unfortunately we do not. We provided him with his original purchase information so that he could file a homeowners claim. He then opened this claim against us. Customer did have an option to purchase a warranty that covers this type of damage, but unfortunately he opted out of this. We absolutely feel for the customer, but his statement that we do not care, is simply untrue. 

  Customer response

  04/17/2023

   
  Complaint: 19866080
  
  I am rejecting this response because: the response I got from **************** was literally  it ***** I am in the **************** business for 25 years. Ive never told a customer that it *****.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 countertop-height bar stools from Modloft last year and paid almost $800 a piece for each. At this price point you would think these chairs are of high quality , but you would be wrong. Less than a year after they look like they are 10 years old, because the backs of the chairs which are made of a wood veneer easily scratch against any hard surface and looked scratched up now (and a counter top which these chairs are supposed to be next to is always a hard surface). I reached out to the retailer I bought these from and they filed a warranty claim to Modloft only for them to come back and say that it is my fault and that the chairs are "too close to counter top". I video was provided to them with the chair almost a foot away from the counter top, but when rotated would still come in contact with the countertop and damage the back of the chair. There isn't a distance you can place these at which would be both comfortable to sit and eat or drink and avoid contact with the back of the chairs if they rotated with the countertop. Even despite being clearly a manufacturing and testing defect of these chairs Modloft came back with "well other customers don't have this problem, so it's your fault"-warrantly claim denied. Absolutely ridiculous company and response that doesn't stand behind their product quality issues - avoid their garbage furniture at all costs

  

  Business response

  03/24/2023

  Unfortunately this is very clear cut physical damage. These chairs have a backing made wood, and wood is not scratch proof, especially against the sharp stone edge these were scratched up against. We certainly feel for the customer, but just like if a car was scratched by a shopping cart, that type of damage is not covered under a manufacturers warranty. This customer did have an opportunity to purchase a warranty that covered physical damage, but they opted out of that. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 14th, 2022, I paid Modloft $1,800.81 for four Enna chairs. After several months of delay and delivery issues, I finally received the chairs in August. The chairs are defective with poor woodwork. I sent Modloft pictures of the chairs and they assured me that they will be replaced as soon as possible. ******* informed me that the chairs were in back order and I should receive them by November 2022. When I contacted Modloft in November, the chairs were again in back order, and they gave me an estimated delivery time of early January 2023. I contacted Modloft around January and was told the chairs should be in stock in February. It is now March 2023 and I still have not received a full set of chairs that are usable from my paid purchase of over 8 months ago. Modloft refused to give me credit or a refund for the defective products. Modloft also fraudulently charged my credit card for the same amount of $1,800.81 in December 15th, 2022 for these defective chairs that were already paid for on June 14th. Modloft has not resolved these fraudulent charges either.

  

  Business response

  03/31/2023

  Please provide an order number here. 2 of these photos appear to show nothing wrong, and one looks like it shows physical damage. 

*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. ↩