BBB has the worst customer service I have ever encountered! I purchased a cocktail table and when it arrived; it was damaged and defective; the tabletop had a dent in it and there was missing hardware; (hinges and cam screws) which were needed to assembly. I immediately reached out to CS which is outsourced to a 3rd world country and had to explain the issue numerous times. I was then asked to send a picture of the tabletop along with the circled parts from the inventory sheet that were missing, which I did. The CSR said that she would contact the manufacturer and have them replace the tabletop and missing hardware. Needless to say, I never received the replacements. I called and e-mailed 30 times consistently for over a month, and even though I had a case number, each time I spoke with a CSR on the phone or one replied to my e-mail I would have to reiterate the entire problem again, so exhausting. 30 days later I initiated a return for a refund as it was pretty obvious that they were not going to provide the exchange for the defective pieces. In spite of their return policy, I was told by customer service that the company refused to accept the return, as they said it was in perfect condition when it was delivered; how would they know what condition it was in when I received it. After some persistence I spoke with a supervisor and she said she would escalate the claim with the manufacturer but they were unable to get a response from them. When I followed up again, I was told that the return window had closed and I was no longer eligible for a replacement or refund. I tried to dispute it with my bank's customer service, but because BBB closed the case, my bank will not dispute the charge. I think they purposely do not resolve the issue until the return window closes and you can longer get a refund. I feel like I have no recourse. Not only am I out $350.00; I have a product that's useless. When I spoke with other people about my dilemma, I found out that a lot of them had the same return issues; how is this even acceptable. I have also contacted Better Business Bureau and I am hoping for a better outcome. I will never, ever buy anything from BBB again
