We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

School Furniture

SchoolOutfitters.com
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a desk the drawers lock broken just want replacement order purchase it. Myself *** is a company told to contact bogus phone number just get the run around no one wants to take responsibility for the desk drawer lock and the product that they sell not about the customer or stand behind there products

    Business Response

    Date: 04/25/2024

    Hello, 

    Thank you for your feedback. I am very sorry for the issues with the desk that was purchased, In reviewing the work ticket I found that the customer stated they purchased the desk on ****** previously. They reported that the desk drawer lock was broken. During our attempt to troubleshoot this we send them a replacement based on the sku they provided us. That replacement part was incorrect. We then received photos, some of which I have attached here; that show the desk is a branded *** desk. *** is not the same business as School Outfitters; although we sold them in the past through our direct website; never on ****** and we no longer sell them on our website.  

    We directed the customer to contact *** and provided the last known number we have for them as we no longer carry those items and would not have sold this desk to the customer via ****** as we only sell our School Outfitters exclusive brands on ****** and *** is not one of those brands. 

    In researching this I found that *** has sold their company to *** from what my supply chain team has told me. Their website is **************** and it looks like there is a contact form on their site here: ****************. I also found ###-###-#### as a general inquiry contact number. I recommend the customer reach out to ***, however we are not able to provide replacement parts or a refund for product that School Outfitters did not sell or manufacture. 

    Please let me know if you have any questions or if there is anything I can do to further assist. 

     

    Thank You

    Bethany L***

    School Outfitters 

    Director of Customer Relations

    ###-###-####

    Customer Answer

    Date: 05/03/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

     

    Please see attached



    Regards,

    ******* ******

    Business Response

    Date: 05/03/2024

    Hello, 


    The customer rejection letter is dated and appears to have been on 4/27. My manager Caitlin called and spoke to ******* Monday 4/29 and was able to work through the issue with him. I attached the email chain between Caitlin and ******* after that phone call. ********* response was, "Thanks Caitlin for clearing everything up I will contact better business office to drop my Case sorry for any inconvenience".

    I appears he hasn't had the opportunity to do this yet but he advised us that he understands that School Outfitters cannot resolve the issue on the *** branded desk. Caitlin did offer to support him directly for any issues he may have in the future with our Learniture brand to show that we do stand behind our product and customers. 

    Please let me know if you have any questions. 

    Thank You,

    Bethany L***
    Director of Customer Relations
    School Outfitters 


  • Initial Complaint

    Date:10/05/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Below are the details outlining a significant issue with shipping and advertised lead times for product arrival associated with School Outfitters. At the time of ordering, School Outfitters stated on their website that tables would ship 62 days after ordering which led us to believer our tables should arrive in July. We are almost 6 months in post order and still have shifting promises about when items will ship. I would strongly urge any other school considering a similar purchase to closely review other options or set up a formal agreement with School Outfitters guaranteeing delivery times. April 29, 2022 quote obtained May 6, 2022 PO sent July 2022 estimated arrival We then received emails indicating that our order would ship on 9/26 which got moved to 10/4 which was then moved to 10/26. The pattern is that the company keeps the customer hopeful with rotating guesses on when items will ship from the end of the month, to the start of the next month, to the end of the month. Our order, $67,000+, that should have arrived July 2022 is now estimated at the end of October which we fully expect to receive a form email around that time indicating an early November estimate. There are significant areas of improvement for School Outfitters and we have been offered no customer service options or help except being told to wait. At this point, we believe the 62 lead day that was published was false advertising so that schools would feel confident their orders would arrive prior to the start of the new school year.

    Business Response

    Date: 10/06/2022

    School Outfitters does not publish or advertise any lead times outside of quick ship promotions like “Ships in 24” as our lead times are estimates and subject to change. We notify customers when there is a delay and when there are multiple delays instead of a templated form letter there should be a different contact with options and next steps for the customer. In reviewing this order that step did not happen. We will review and update the process as needed to prevent this from being missed in the future. We have contacted the customer to explain what happened and offered options to help until their furniture arrives.

    Customer Answer

    Date: 10/07/2022

    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. 

    Regards,

    **** ************

SchoolOutfitters.com is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.