ComplaintsforComfort Research

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order #BBJ0289037 Captain's **** Float Navy Aqua $89.32 Shipped via *********** was to deliver between 10am and 3pm at 5pm I wondered where my package was (I work from home). I saw via email it was delivered. I couldn't find where as my RING camera did not show it nor my driveway alarm letting me know someone was on my property. I looked up the tracking on *****'s website and saw a picture of the package being left at the end of my driveway right on the road. I walked down around 5:15pm and the package was not there. I'd like the item I ordered delivered (hopefully not by ***** they are horrible in **) but if the company can't make it right I would like to be refunded for the order. I have made a complaint to the company via email on 7/8. I reported it to ***** on 7/5 and again on 7/8. I tried to call Comfort Research on 7/8 via two phone numbers I found online however they said their voicemail is full, at 9am EST.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product from Buy Big *** ( Comfort Research) and the outdoor sofa arrived in separate orders ( which is completely fine). The last two pieces arrived days ago and the color is incorrect. When attempting to contact the company they will not receive phone calls, and they also will not respond to emails. I attempted to contact them on FB as I noticed they are interacting with customers there. Instead of reaching out they blocked from accessing the page. I just want the two remaining pieces in the correct color. They clearly have no quality control, as I can see the box is mislabeled, they just needed to open the box to verify the color.

  Business response

  06/21/2024

  Comfort Research Investigation findings:
  The following outlines the email exchanges between ************************* and the Buy Big *** ************* Team from Wednesday,June 5, 2024, to Thursday, June 20, 2024. During this period, ************************* sent seven emails, and the Buy Big *** ************* Team responded to each one with either clarifying questions or answers to address his concerns. At no point during the investigation did I find any instance where the Buy Big *** ************* Team failed to respond to *************************. 

  ***** is correct that our Buy Big *** ************* team does not handle phone calls. Our voicemail directs customers to send us an email, providing the necessary email address. This address is also available on our website, www.BUYBIGJOE.com.

  ******** Claim Investigation: Customers are only blocked on ******** in cases of swearing or repeatedly posting scam comments. Since ************************* was blocked, we are unable to retrieve the original messages. 

  Here are the dates of communication with ************************* and our Buy Big *** ************* Team. 
  ************************* emailed us on Wednesday, June 5, 2024 10:20 AM asking for an update on his order (ORDER BBJ-******)
  Buy Big *** ************* Team responded on Wednesday Jun 5, 2024, at 4:01?PM with a production update and tracking information on one of the pieces.
  ************************* emailed us on Monday, June 10, 2024 1:15 PM requesting additional tracking information on the remaining two pieces.
  Buy Big *** ************* Team responded on Wednesday Jun 12, 2024, at 8:20?AM with the requested tracking numbers.
  ************************* emailed us on Saturday, June 15, 2024 3:00 PM that we had shipped the wrong color and needed help making it right.  He calls out a picture being provided to show the color difference.
  Buy Big *** ************* Team responded on Tuesday, June 18, 2024 2:05 PM Requesting a photo of all items received to the appropriately action can be taken.
  Buy Big *** ************* Team responded Tuesday Jun 18, 2024, at 3:49?PM.  Making of not being able to see the attached photo and asked for another to make the situation right.
  ************************* emailed us on Tuesday, June 18, 2024 5:35 PM with an attached photo of one unit.  Attached below as Example A
  Buy Big *** ************* Team responded on Tuesday Jun 18, 2024, at 5:01?PM thanking him for the photo, apologizing for the inconvenience, and making him aware that a replacement order had been entered.  Also, provided him with instructions as to how to handle the incorrect product.
  ************************* emailed us on Tuesday, June 18, 2024 6:03 PM Calling out that two pieces were actually incorrect out of the 5 pieces purchased.
  ************************* emailed us on Tuesday, June 18, 2024 6:48 PM with a photo of two wrong times in front of a correct colored one.  Attached below as Example B
  Buy Big *** ************* Team responded on Thursday Jun 20, 2024, at 9:06?AM thanking ***** for the photos and informing him that a replacement order had been entered for both.
  ************************* emailed us on Thursday, June 20, 2024 10:29 AM asking if he will see tacking information available.
  Buy Big *** ************* Team responded on Thursday, June 20, 2024 10:32 AM that h*** receive a ship confirmation email once the order has been fulfilled and has shipped.

  From: Customer Support
  Sent: Thursday, June 20, 2024 10:32 AM
  To: ************************* <**********************>
  Subject: RE: ORDER BBJ-******
  
  Hello *****,
  
  You will receive ship confirmation email, once the order has been fulfilled, and ship labels created.
  
  Thank you.
  
  Comfort Research
  Customer Service
  ********************************************************************
  Business hours: m-f 9am-4pm est
  
  
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  From: ************************* <**********************>
  Sent: Thursday, June 20, 2024 10:29 AM
  To: Customer Support <*********************>
  Subject: Re: ORDER BBJ-******
  
  Great,
  
  Will i see some tracking information when available?
  
  *****,
  
  On Jun 20, 2024, at 9:06?AM,Customer Support <*********************>wrote:
  
  Thank you for the images. 
  
  We have entered replacement order for BOTH corner pieces.
  
  Best.
  
  Comfort Research
  Customer Service
  ********************************************************************
  Business hours: m-f 9am-4pm est
  
  <image001.jpg>
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  From: ************************* <**********************>
  Sent: Tuesday, June 18, 2024 6:48 PM
  To: Customer Support <*********************>
  Subject: Re: ORDER BBJ-******
  
  Absolutely, In the image you can see the wrong colored end pieces (2), and in front the correct colored ottoman.
  
  I appreciate you getting these two correct pieces out to me.
  
  ***********************;
  
  From: Customer Support <*********************>
  Sent: Tuesday, June 18, 2024 2:05 PM
  To: Hotmail <**********************>
  Subject: RE: ORDER BBJ-******
  
  Thank you for the information.
  
  Please send us a photo of all the items you have received so we can take appropriate corrective action.
  
  Comfort Research
  Customer Service
  ********************************************************************
  Business hours: m-f 9am-4pm est
  
  <image001.jpg>
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  From: Hotmail <**********************>
  Sent: Tuesday, June 18, 2024 6:03 PM
  To: Customer Support <*********************>
  Subject: Re: ORDER BBJ-******
  
  Please note it is two (2) corner pieces that are supposed to be the darker premium gray. I bought a set that was 5 pieces, and the other 3 pieces are correct.
  
  
  
  *****,
  
  On Jun 18, 2024, at 5:01?PM,Customer Support <*********************>wrote:
  
  Thank you for the image.
  
  We apologize for any inconvenience caused by this error. 
  We have entered a replacement order for the correct corner patio sectional piece.  OR5294037
  
  Please donate or discard the item shipped in error.
  
  Thank you.
  
  
  Comfort Research
  Customer Service
  ********************************************************************
  Business hours: m-f 9am-4pm est
  
  <image001.jpg>
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  From: Hotmail <**********************>
  Sent: Tuesday, June 18, 2024 5:35 PM
  To: Customer Support <*********************>
  Subject: Re: ORDER BBJ-******
  
  <image002.jpg>
  *****,
  
  On Jun 18, 2024, at 3:49?PM,Customer Support <*********************>wrote:
  
  Hello *****,
  
  Thank you for contacting us.
  
  We do not see an image attached to the email.  Please send us an image of the items you received so we can take corrective action.
  
  
  Thanks.
  
  Comfort Research
  Customer Service
  ********************************************************************
  Business hours: m-f 9am-4pm est
  
  <image001.jpg>
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  From: Hotmail <**********************>
  Sent: Saturday, June 15, 2024 3:00 PM
  To: Customer Support <*********************>
  Subject: Re: ORDER BBJ-******
  
  Hello,
  
  Order was received, However you shipped the wrong color. I ordered premium smoke gray. As you can see in the image it is much lighter.
  
  I need help making this correct 
  
  *****,
  
  
  
  On Jun 12, 2024, at 8:20?AM,Customer Support <*********************>wrote:
  
  *****************************************************************************************
  *****************************************************************************************
  
  Here are tracking numbers for last 2 items on the order.
  
  Thank you.
  
  Comfort Research
  Customer Service
  ************
  Business hours: m-f 9am-4pm est
  
  <image001.jpg>
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  From: Hotmail <**********************>
  Sent: Monday, June 10, 2024 1:15 PM
  To: Customer Support <*********************>
  Subject: Re: ORDER BBJ-******
  
  You don't often get email from *********************** Learn why this is important
  Hello!
  
  Can I have my tracking information for the last two pieces?
  
  I have received: 1-Ottoman, 2-center pieces. 
  
  Just awaiting 2-end pieces.
  
  Thank you,
  
  *************************
  
  
  
  
  On Jun 5, 2024, at 4:01?PM,Customer Support <*********************>wrote:
  
  Thank you for contacting us.  We can see our production team is currently working to fulfill this order.
  The Ottoman piece has been shipped, tracking #************
  
  We would expect the other 4 pieces from the sectional to ship within the next 24 -48 hours.
  
  Thank you.
  
  COMFORT RESEARCH
  CUSTOMER SERVICE
  ************
  BUSINESS HOURS: M-F 9AM-4PM EST
  
  
  
  COMFORT RESEARCH
  CREATORS OF BIG ***
  
  
  -----Original Message-----
  From: Hotmail <**********************>
  Sent: Wednesday, June 5, 2024 10:20 AM
  To: Customer Support <*********************>
  Subject: ORDER BBJ-******
  
  [You don't often get email from *********************** Learn why this is important at ********************************************* ]
  
  Hello,
  
  Looking for an update on my order.
  
  Thank you,
  
  *****,

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This chair is less then 3 months old and has a tear down the front of the chair. my children have not sat on this chair since the foam ***** are flying out everywhere. I purchased three chairs and only one has done this. I even tried sewing the seam to fix the issue. *** wrote a warranty complaint with no response, tried calling and the mailbox is full.

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