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5.0 2 Reviews

Carolina Farmhouse Complaints Summary

2 Resolved
0 Unresolved
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Carolina Farmhouse reviews & complaints 2

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J
10:29 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Carolina Farmhouse Ordered Product - Never Got It; Then Promised Refund - Never Got It

My wife and I ordered and paid for a table in August 2012. Dan was incredibly responsive and professional throughout the ordering process. Calls and emails were returned promptly, and we were thrilled to be doing business with what seemed to be a very professional, up-and-coming small business.

All that changed the second we placed our order and Carolina Farmhouse had our money. While we had ordered our table, we had yet to pick the exact finish and style for the table legs. Dan and Kelly were supposed to send us samples of the finishes, but didn't follow through. We started sending emails to inquire about the status in October. They were ignored for several weeks. Finally, after a few weeks, we received a call from Dan. He apologized for the delay in responding, and did get the samples out to us. We selected the final details and inquired when the table would be ready. Again, a series of emails and phone calls go unanswered, until I send an email demanding a refund.

Finally, another call from Dan in mid-November. He was very apologetic, and had excuse after excuse, but said that the company's policy was not to provide refunds and that they had that policy vetted by a lawyer. He said Carolina Farmhouse was already out money for our table because they had ordered the supplies. I insisted that he provide me a definitive date by when our table would be delivered, and he wouldn't do so without talking to Kelly. He kept assuring me that his goal was to have the table at our home by Thanksgiving. I pushed the issue of a definitive date and insisted that he give me a date, even if it was in 2013, by when our table would be delivered or I would get a refund. After talking to Kelly, he committed to January 15, 2013.

January 15, 2013 came and went and still no table. I have sent a series of emails and left voicemails for everyone at Carolina Farmhouse over the past 2 and a half months. One or two have been returned acknowledging that I am entitled to a refund and they are very sorry they couldn't get us our table in time, but that the only way to get a refund would be for me to dispute the 6 month old charge through our credit card company and they wouldn't object to the dispute. I informed them that we didn't pay by credit card, so we needed to come up with an alternative method for a refund (cash, paypal, money order). That was about 2 weeks ago (and I have sent emails and left voicemails since) and they seem to have fallen back into the pattern of ignoring emails and phone calls.

Now, I do have a table, which I bought from a different company that delivered promptly and honored its commitments, but I am out of pocket for 2 tables because Carolina Farmhouse has been holding onto my money for about 7 months and seems to have dropped off the face of the earth.

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3:05 pm EST
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Carolina Farmhouse Paid 2,600 for furniture, poor quality, refusal to correct even after promising to

Our Carolina Farmhouse experience has been awful. Our experience: They do not provide what they promise.

The products we ordered were defective. One leg too short, surface marred, cupping boards etc. They promised to replace thee furniture but all we are now getting are excuses.

They use all kinds of excuses..mom is sick, on vacation, sons birthday, 4the of July holiday etc, etc, etc. I understand things happen in life but thee other complaints on Facebook were similar and at different times from multiple unhappy customers. In my opinion they were telling so many tales they couldn't keep up with them. I especially loved the "10 day, 30 customer delivery trip" excuse.

My theory is because we paid withe a credit card they made sure the product wasn't delivered until the statute of limitations for disputing a charge on our credit card has already passed leaving us with no recourse. When we complained we are told: "Please understand that we have offered to rebuild these items as a kindness, but according to our published policy, we are under no obligation to do so"

Here is the timeline and our account of what happened to us:

Ordered furniture February 2012 and had to pay up front the entire balance. Table and 3 shelves 1, 808. Buffet ordered in April at a cost of $800 paid up front. Promised to have all thee furniture to us by June 14th. Received the table and shelves 2 weeks late. Buffet would not be delivered until August 14th, 2 months late. Stain on shelves was wrong color. A large area of the surface of table was un -sanded. We requested it be sanded and finished properly.

Emailed June 27 about this and did not get reply back until July 8. Was told to rub table with a t shirt and then they proceeded to make excuses about why it took 10 days to respond. Little did we realize that this would be their typical behavior.

They picked up the table, resealed it and when table returned promised us the buffet to be delivered by August 4th. Buffet was finally delivered on August 14th and had major issues. One leg is shorter than the other three, wrong stain used, wrong handles installed and small chips of wood missing from surface. The employee who delivered the piece looked at the buffet and agreed it was not well built and that this was probably due to them messing up the first buffet that they built incorrectly and that they hurried because this was their second attempt to make it.

Called about the issues with the buffet. One of the owners visited our home and after seeing the issues he agreed they needed to be corrected. He stated he would build us a new buffet, would make us a new table and bench due to the cupping of the boards. Said he was busy that week but the following week could get it done.
We followed up September 25th, they said they were working on the new pieces and would be in touch. Said they would email once a week until everything was ready to keep us informed. From September 25th until October 23 we heard nothing.

Emailed them October 23rd for status and they stated in their email dated 10/25/2012 to us: "I do appreciate your patience with this process and I'm sorry it's been difficult. XYZ can keep you updated, but as of now it looks like at least one of your pieces will be complete and ready for delivery by the end of next week. The other will probably come the following week.

I emailed them November 2 the "end of next week":

"Hi all!

One of thee owners said in this email " XYZ can keep you updated, but as of now it looks like at least one of your pieces will be complete and ready for delivery by the end of next week."

Does this mean you will be delivering this item tomorrow? Thanks

Their reply on November 2nd:

Hi customer,
I spoke to XYZ. She was referring to next weekend.
Thanks,
123

I emailed them the following Thursday with no response. Then I emailed again Friday:

"Hello 123,

Did not receive a response from you yesterday to my question. Will the replacement furniture you promised be delivered today or tomorrow? Thanks

Then they sent a long rant email about how they legally don't have to do anything.

If you don't mind the fact we experienced this type of poor quality and service then go ahead and do business with them. We feel we wasted $2, 600 on a local business we were initially proud to support but it seems that vacations and time off is more important to them than meeting their commitments.

We have all of the emails to back up our claims. Feel free to reach out if you want more info about our horrible experience with this company.

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Update by A Raleigh NC Resident
Dec 28, 2012 11:16 am EST

These are our accounts of what happened. We would welcome a response from Carolina Farmhouse and are interested to hear their side of their account. So far they have not done so.

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Joshua S
Pasadena, US
Apr 06, 2013 10:24 am EDT

Had a very similar experience with these guys. They are awful.

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