ComplaintsforCasa Bella Decor

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Date of purchase: 04/13/2024 - Order # CBDECOR14135 - Purchase Amount: $284.00 - 1st cancellation request: 06/13/2024 - 2nd cancellation request: 06/20/2024 - 3rd cancellation request: 06/24/2024 I purchased a comforter online from Casa Bella Decor on April 13th. After not receiving a shipping email for over 2 weeks, I called the store. The owner assured me this was unusual and the order should ship within a week.A month later, with no shipping notification, I called and emailed multiple times with no response. Another week passed before I finally spoke to the owner, ********. He apologized for the delay and promised to update me after speaking to the supplier that night, but never did. Despite numerous follow-**** he kept asking me to wait another week, week after week.After 2 months with no shipping update, I requested a cancellation on 06/13/2024. ******** asked me to wait for an update from the supplier, promising to cancel if there were no updates. On 06/20/2024, I texted him to ask about the cancellation; he said he would check but never confirmed it was canceled. On 06/24/2024, I texted again and finally received a cancellation email.It's been 21 days since the cancellation email was sent to me, and I have not received a refund. I know refunds can take some time, but 21 days seems a bit long, and the email looked off (there is a floating period on a separate line below the cancellation title). I'm concerned the store has no intention of refunding me. I am simply seeking my $284 refund.I have attached the purchase confirmation email, the cancellation requests via text message, and also the cancelation email I finally received.

  

  Business response

  07/25/2024

  *****,

  Thank you for bringing this to our attention.  The initial cancellation was requested by our store manager on the time and date as you requested.  

  Your purchase was made through Affirm and not directly through our platform. After speaking with you, we immediately contacted Affirm and we were made aware that although the refund was requested through our platform, the Affirm portal was not communicating with our platform  due to a technical error.
  

  Our store manager did a manual walk through with Affirm to confirm the refund on July 15th.  We did reach out to inform you of this.  Thank you for taking the time to speak with Casa Bella Decor and your refund is now completed.

  We hope to serve your shopping needs in the future.

  ***************************                                     
  COO

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  4/6/24: I ordered a blanket on Casa Bella Decors website, which promises 4-6 day delivery.4/25/24: I reached out via email to ask for status, as I had not heard from the company since the so generated order confirmation.4/29/24: ********, Manager Client Relations replied to my email and promised to check into my order that same day.5/4/24: I reached out again via email, asking ******** what he found. I explained that if I didnt have a resolution in 48 hours, I would file a complaint with the BBB.5/4/24: ******** replied back to me, explaining that he manages 100 emails a day, and I could wait for the blanket to be in stock or I could request a refund.5/4/24: I requested a refund.5/13/24: No response, no refund.

  

  Business response

  05/28/2024

  Thank you bringing this matter to our attention.  We did issue a refund through our merchant platform on the date that you requested it. 
  

  We were not aware that you had not received the refund.  We issued a manual refund on May 24th to ensure that you receive in response to you contacting the BBB.
  

  We did follow up with a text message and email to make you aware of the issue.
  

  I apologize for the error and we are checking the automated refund within our platform to determine what caused this issue. 

  Customer response

  05/29/2024

  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.  I am disappointed that it took an outreach to the BBB to get a refund, and I am disappointed that refund came after the deadline for the businesss response, and I am disappointed by the tone of the communications with the business - but I did ultimately receive my refund.
  
  Regards,
  
  *****************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/9/23, I purchased a comforter and pillow shams set on this company's website for $388. On 11/3/23, I received the pillow shams only. I emailed the customer service email and asked about the missing comforter. ******** (the owner) told me the comforter would arrive separately. I followed up several times over email for a shipping update, but never got a response. I then transitioned to asking for a refund on the comforter that was never sent to me and asked for instructions to return the pillow shams (which I could not use without the comforter) so I could get a refund on those also. Still no response from the company. I finally called and got ******** on the phone on 2/12/24. He said he would look into the issue and call me back. He never called me back. I emailed for an update and twice he responded saying he would look into it over the weekend and get back to me. He has never gotten back to me and stopped responding to my emails. It's now been almost 6 months since I placed the order and I've been trying to get a refund for the past 3 month as well as try to return the shams I cannot use. I noticed on his Yelp page that someone else had a very similar issue with this business. I have attached my email receipt for the purchase on 10/6/23, and email exchanges with ******** (it's all on the same email chain). I have also attached a print out of this company's Yelp page where another buyer (****************) shared a similar experience as mine (my review is the **************** review) to show that this is not an isolated incident with this company and owner.

  

  Business response

  04/07/2024

  This person received the items that she is complaining about.

  She then resorted to posting defamatory untrue statements about Casa Bella Decor on various platforms.

  We have engaged our legal counsel to address het conduct.

  She never returned the items and threatened to post the defamatory untrue statements on the various platforms in retaliation thereof.

  Since her conduct in our legal counsels belief rises to the level of potential violations of the law we will not be engaging het further outside of our legal counsel. 

  She has the items she ordered, she has tried making two chargeback attempts with her bank and she has lost them both.

  Any communication with her will be altered by her to fit her narrative and then published without permission online. Therefore, the only engagement with her will be via our legal counsel which has prepared a notice and demand to her. 

  Customer response

  04/09/2024

  Complaint: 21496905
  
  I am rejecting this response because:

  My complaint about this business is factual and true with supporting documentation. Yet they continue to claim I'm lying because they do not want to provide me with the refund I am owed and they are angry to have received a poor review from me. Despite admitting in writing that one of the items I ordered was missing from the shipment I received, they refuse to provide a refund. They have never provided any documentation whatsoever to show that the 2nd item (which they told me would ship separately) was shipped to me and I never received it. When I posted a review about my experience with this business, they threatened me with legal action and "peril" if I didn't revise the review. I revised the review at their request. I never made any threats to them about posting a review. Their claim that I've violated the law is absurd and their "legal counsel" has never contacted me. They are simply trying to deflect attention from their wrong-doing. They are also lying when they say I've lost two chargeback attempts. The business has not resolved my issue and they've made it clear they have no intention of trying to. 
  
  Regards,
  
  ***********************

  Customer response

  05/13/2024

  Complaint: 21496905
  
  Casa Bella Decor continued to refuse to provide a refund for the product they failed to fulfill. So, in April, I wrote a letter to my credit card company (*****) requesting that they re-open the chargeback dispute case which I had initially opened in January and had lost. In January, I had not provided any documentation to Chase because I assumed that Casa Bella Decor would be honest about the situation and admit they had not delivered the product I purchased. They were not honest so ***** determined at that time that the charge was valid.  With the letter I sent to Chase in April, I included all the documentation I have regarding the situation (emails with the business, evidence of lack of responsiveness from the business, evidence of lack of shipping confirmation for the missing items, etc.). After a senior investigator with ***** reviewed the documentation and contacted the business, on 4/16/24 they notified me that they found my case to be valid. They told me "Based on the information you provided and our research, a permanent credit(s) has been issued to your account; this has already posted at Chase.com." So, I was able to get my money back in the form of a charge reversal by *****. Based on my experience, I maintain that buyers should be warned about this business' inability to deliver products purchased and unwillingness to provide a refund when they fail to fulfill an order. 
  
  Regards,
  
  ***********************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a blanket on 2.4.24 and have yet to receive a shipping confirmation from the company. When I try to contact the company at the phone# they provide on their website it goes to a voicemail. I have emailed them 3 times now with no response whatsoever. I have also tried the "chat" option on their website, but it does not work. It will not allow you to type in your question so you are forced to try and contact them by email or phone, both of which do not get through to a human. I would like to know if my blanket is ever going to ship and if not, I want a refund back since I have not received the item and I have no clue if this is a legitimate business or a scam.

  Customer response

  02/21/2024

  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.

  I spoke with the owner directly and am satisfied with his response and the information he provided.
  
  Regards,
  
  *********************************

*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. ↩