ComplaintsforZellano Home Furniture

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early May we ordered a bed set and Tv console for a total of over $6000, paying almost $1000 in shipping. We were told delivery by end of Jul. Zellano kept delaying - first said first week of August; then said 2 more weeks; then said first week of September; then another 2 weeks, etc. all the way until Oct. 18. We called many times because we kept getting wrong information - furniture is in ******* to furniture is in *****. I have text message proof. Then when it finally came, the color of the glass on the tv console and the handles are different (instead of silver, it is copper). The owner is now lying that it is the same, even though we have videos. He is cursing us, also says we keep calling but we had no option when we were lied to by his representative too. I have texts between representative and owner both. The bed set we ordered was a king, but a standard king ******** does not fit on it. They never disclosed that to us that it will need a custome size. But still, we would never complain if it was just the bed issue. But to receive the wrong color and be cursed at, saying you need an eye doctor and questioning our intentions while shouting at us, is extreme disrespect and unfair in such a large transaction. At this point, its not even the money - I would like them to be held accountable for multiple misrepresentations, incorrect color, and shouting and cursing at us when we try to discuss the complaint. Photos do not even clearly show the exact copper shade - happy to show anyone via video or even in person how different the shade is.

  Business response

  02/19/2024

  hi *************;

  -I am Emrah Serbest, the owner of the company.

  -Our customer ordered special sizes

  -We already had queen size in stock, but our customer ordered king size from us.

  -When a normal product is ordered, it arrives in 3/4 months, but for a special order, it arrives in 4/8 months.

  -We have brought and delivered the standard product sold in our store for 2 years in the size requested by the customer.

  -After the product was delivered, they gave it to the staff and said they liked everything. Our staff can testify to this in court

  -The TV unit he bought was already in stock, there is no problem with it. he chose it himself and liked it.

  -We never made any insult or swearing at him. He needs to prove this claim.

  -The customer's goal is definitely to get money from our company. There is no question about the products and their quality. Because if there was a problem with the product, it could be sent back by the staff on the same day.

  -A total of 950 miles shipping and installation fee of $1000 was calculated and the customer accepted it.

  -If there is a technical problem with our products, necessary action will be taken within the scope of 1 year warranty.

   

  Customer response

  02/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While we disagree with the business completely (the staff did not agree to take the items back per instruction from the owner), and the bed was not standard king (we have cut our mattress to fit it), it has been a year and we are fine to just move on.  
  
  Sincerely,
  
  ***************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/19/22 drove 80 miles to Zellano Homes to purchase the coffee table I saw when passing through ********** a week prior. Upon arrival *** led us to the table but explained that the warehouse was closed on the weekends so he could not give us a new table until a weekday. I explained that I would not be coming back that far paying gas and tolls; then asked why didn't he explain that during our first visit to the store to prevent all the back and forth travel. He apologized as we proceeded to leave and asked if we would be willing to buy the display table to prevent losing the sell. I said I would buy the display for a discount. His manager examined the table and said no because the table has no damage. After I looked over the table and showed her the few imperfections I could see, she guaranteed there was no additional damage and agreed to take off the tax because she said the scratches weren't really noticeable. I asked my husband to take pictures in case additional damage showed at home and agreed to purchase the table. I asked for the decoration on the table since it wasn't sold in the store and the manager eventually agreed. Next, *** told me to Zelle my payment because the store charges the customer to use a credit or debit card; so I Zelled payment to prevent getting charged to use my debit card. When arriving home, I found additional damage on top of the table and sent pictures to ***. He said the damage was not there when we left the store. I reviewed our video then showed him that the damage was there. *** apologized & asked what he could do to satisfy me. I said I would keep the table for an additional percentage off or a new table at the same $650 price for all the inconvenience. *** agreed to ask his manager. On 3/20/22 received a rude text from *** saying my 2 options were to exchange for a new table and pay $65 more or come 80 miles and return the table and keep the cheap decoration for the inconvenience. Then he said to make a decision.

  Business response

  04/06/2022

  The customer wanted a small coffee table, But the table was display product. We told the customer that if she wants a new table, she has to come on weekdays. Because our warehouse is closed on weekends. We offered next day delivery to her house but she didn't want to pay the shipping fee. so the only option was to pick it up in the store. We told her that if she wants to pick up by herself, She has to come in on Monday but she said that she doesn't want to drive 80 miles. ********* we offered the display table. Her and her husband checked the table all over with phone flashes on. After a good ***** minutes of checking the table. They found one or two almost invisible "scratches" so we did a 10% discount. Additionally, We gifted her a decoration that is not for sale. She agreed to buy the table. We wrapped the table nicely and safely, And put it in their car.

  
  

  Same day night, She texted us saying that the top of the table was damaged. We told her that they checked everything before the purchase and there was no such a damage. She responded saying that the damage only shows with the light in their house. Even though our store has a total of 800-1300 lights and plus they checked with their phone flash... but we still apologized for the inconvenience and told her that she can return the table with a full money refund and she can keep the decoration that we gifted. She said that it's a long drive and don't want to come back. Then we asked if she wants to buy the new table. She said she will buy it if we do %10 discount again. We explained that it's a brand new table and we couldn't do any discount. She began to not be so polite anymore and kept texting aggressively. Talking about how gas prices are high and Toll fees. Well, We don't control the gas prices or the Toll fees... of course we didn't say this to the customer. Instead we gave her two options, Either exchange with a new table for an additional $65 or bring back the table and get a full money refund and keep our gift decoration for the inconvenience.

  
  

  She never replied back and we got a note from BBB. We are still more than happy to help out the customer!

   --
  

  Thank you,
  
  Zellano Home Furniture

  Customer response

  04/06/2022

   
  Complaint: 16965533
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩