Complaints

This profile includes complaints for EQ3's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EQ3

  70 Lexington Park Winnipeg, MB R2G 4H2

• 

  EQ3

  1545 Kenaston Blvd Winnipeg, MB R3G 3R1

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.

• Initial Complaint

  Date:25/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased an EQ3 Reverie sofa and extended seat in a custom fabric in July of 2024 after admiring a friend's for several years. The sofa arrived at the end of August 2024 and within one day of ownership a button broke off. Over the next few days, 4-5 more buttons broke off. I had immediately reached out to EQ3 and it took 30+ days and 3 follow up emails to get a response but they finally sent new buttons and a technician to replace them.
  
  In the intervening period, I noticed that one of the sofa cushions was substantially softer than the the rest. Its the seat my husband sits in, and at 190lbs he's not a small person, but after three months he should not be touching the frame when he sits.
  
  I reached out to the company about my concerns and a few weeks later received a ****** response about "normal softening" and a warranty denial. They did offer to SELL me a replacement cushion, which given that the sofa isn't even 6 months old is incredibly offensive.
  
  After a few more emails with similarly long response times and ****** denials, I requested that they send a technician to examine it in person. A few weeks later, one came to our house and inspected the sofa. In person, ** ****** **** *** ******** **** ******* **** He identified two cushions with more than normal softening and said that he would indicate that in his report.
  
  I followed up with the company shortly after sharing what the technician told us, and now two weeks later, have just been told that the technician's report only indicated normal softening. The company who did the inspection would not share their report with me directly, and I've asked EQ3 to share it, but I'm expecting that in 2-3 weeks I'll receive another response denying my request. **** ** * ***** **** **** ** * ***** *** ***** ******** ******* ** *******. **** *** ****** ********* *** ** *** ***** ** ***** ********* I would like them to take this sofa away and give me my money back.

  Business Response

  Date: 27/03/2025

  The customer has advised that the foam in the sofa has prematurely compressed and is no longer comfortable.  We had the sofa assessed and the findings were foam softening due to normal wear and tear.  The technician advised that although it was not due to a manufacturing defect he could service the sofa with new foam.  This is what was reported to the customer.  They were not satisfied with this response and since we have agreed as a courtesy to replace the foam and cover the cost of the technician services.

  The customer has responded and accepted this offer

• Initial Complaint

  Date:10/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I purchased a sofa from EQ3 which after one sitting two of the cushions showed distinct, deep creasing, d/t the upholstery on these cushions not being filled as well as the others. This level of creasing/poor support is not evident on the other cushions, & was demonstrated in video to head office. I submitted a complaint to head office a week after receiving the couch. EQ3 attempted to tell me that this is 'normal wear and tear', & that it is impossible that the cushions are not filled/upholstered to the same standard as the others. EQ3 insisted this isn't warrantable/defect. These cushions continue to deteriorate compared to the other side of the couch, as a result of the initial concern not being addressed. I demonstrated the lack of recoil &difference in immersion on these cushions comparatively.
  
  After insisting my complaint is escalated & addressed, I was offered store credit but was told they would not facilitate an exchange with the credit, as I 'would not like the new sofa as the issue is not a defect'. It is not Eq3's place to to decide what I purchase or whether or not I would be satisfied with an item. For me to purchase this item again, without EQ3 facilitating exchange, I would pay shipping, the price difference since I purchased this w/discount & would be left without a sofa due to lead times. I had viewed this product in showroom - it was quite used, & was made of leather of a lesser grade. The showroom sofa did not show these defects.
  
  Given their unwillingness to facilitate exchange, I requested a discount on the couch instead. I was offered one, w/condition that the warranty would be voided. This is inappropriate given that EQ3 claims this is 'not a warrantable issue'. If not a defect/warrantable issue, then why would the company feel need to void the warranty on a brand new couch? The CS manager has not responded to my concerns around this. **** ***** *** ** ** ******* ** ***** *** **** * ******* ** ******* ** ****** ****** ******** ******* 

• Initial Complaint

  Date:06/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 2 items (table and coffee table) last Nov 5, 2024 and was informed that it was on stock. I asked for the status of shipment last Nov 16 and I was told that it should be arriving on the next week (Nov 18 - 22). Until now, I don't have any tracking number or update on when will it be delivered. I called them again last Dec 2 and was adviced to call on Dec 6 if I still did not get it. I called again today and no further information about it. Any helo is appreciated.

  Business Response

  Date: 20/12/2024

  The product was delayed from supplier;however, was delivered and the customer has confirmed as of Dec 9th that they have received the order.

  Customer Answer

  Date: 23/12/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Ann Marie ******

• Initial Complaint

  Date:24/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 table from this company about a week ago. When the table arrived it was clearly a different shade of wood than in the show room. The table is also damaged. EQ3 will not take responsibility and will not refund us the expensive shipping price that we had paid.

• Initial Complaint

  Date:13/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a EQ3 Remi sofa and regretting it after seeing their service. When the sofa was delivered, we noticed that the fabric of the sofa was loose and wrinkled. I immediately placed a complaint with EQ3 to which they replied saying it is normal and not a defect but is due to use of sofa and body heat. This response is baseless *** ************ as we never even sat on the sofa when the photos were taken as proof. After we pushed them on this matter they agreed to send a technician for inspection who tried ironing the sofa with a steam iron. This did not resolve the issue one bit. Now after multiple follow ups we get a mail reiterating the same original argument that this is not a defect but intentional to make it comfortable and seen in large format cushions when fabrics stretch at a faster rate. To me this clearly is a defect and how does the rate of fabric stretching even come into picture for a brand new sofa. Moreover, I informed them that the showroom sofa that we viewed showed no such signs of wrinkles and they reply saying that it is because it is maintained by an expert for appearance. **** ** **** **** *** ** ****** ****** **** ****** * **** **** ***** *** **** *** **** *** **** ********** And then why was your technician not able to fix it as he would be an expert too. To me it is a clear manufacturing defect but EQ3 is adamant and not ready to accept their mistake to replace this sofa. They are offering return and refund but this is not a feasible option as I liked the sofa and waited more than 3 months for it with an additional 4th month of dealing with *********** customer service of EQ3. Plus with the refund even if I go to the showroom to rebuy a new sofa I won’t get the original discount and would have to wait for a long time again.
  
  Not to mention they gave me wrong colored sofa legs and the fabric has snipped thread in a particular area. Also the wrinkles are not even and consistent which means some cushions were not upholstered properly.

  Business Response

  Date: 27/03/2024

  EQ3 has spoken with the customer and advise that we would provide a replacement.

  Customer Answer

  Date: 27/03/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Ashish ********

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am writing to file a formal complaint against EQ3, a company that I believe has not adequately addressed a serious safety issue with one of its products, the EQ3 Arie Chair. My efforts to resolve this matter directly with EQ3 have been unsuccessful, and I am seeking your assistance in achieving a satisfactory resolution.
  
  Background:
  I purchased the EQ3 Arie Chair ** ****, and the chair recently exhibited a safety defect that mirrors issues outlined in a Canadian Health Department recall notice **************************************************************** Despite the alarming similarity in the failure, EQ3 has refused to acknowledge the safety concern due to the chair being purchased at a discount and manufactured just one month after the listed date in the recall notice.
  
  Incident Details:
  Since the chair's purchase ** ****, it remained unused until May 2023 when my mother, weighing only 137lb, used it for approximately 2 hours each night before bedtime. After just 5 months of light usage, the weld of the metal mounting failed, causing the chair stem to break. This resulted in a fall that, fortunately, did not cause severe life-threatening harm; however, it did twist my mother's lower back, leading to persistent pain for several months.
  
  Communication with EQ3:
  Despite my attempts to address the safety issue directly with EQ3, they have refused to acknowledge the problem and have declined to provide a repair kit or a replacement. This response is not only unsatisfactory but also raises concerns about EQ3's commitment to consumer safety.
  
  Requested Resolution:
  I am seeking your assistance in urging EQ3 to address the safety concerns promptly and to replace the chair base of affected products, including mine. Given the potential risks associated with this product, it is crucial to ensure the well-being of consumers.

  Business Response

  Date: 03/01/2024

  When the customer first reached out to our Customer Care team she was advised that due to the item being purchased AS IS we would not be able to provide a resolution under warranty.  The customer was provided a quote to purchase a new base which was accepted by them in Oct 2023.  It was agreed at that time that EQ3 would send the new base to our store and the customer would pick up from there.  There was a delay from Oct to Dec where the customer was out of town, but when back they contacted to say they were ready to take the base.  Unfortunately we had to advise that we would not be able to ship the part to the store any longer as the store has been permanently closed.  We advised at that time that we were able to arrange the part to be delivered to their home instead.

  It was at this time that the customer advised that they would like us to reconsider allowing a full exchange of the chair due to the recall they were now aware of.  It was explained at that time that the chair they had purchased was not manufactured during the period of the recall.  The chairs affected were manufactured between April 2018 - July 2018.  The bases used on product manufactured after July 2018 were produced with a new base not included in the recall.

  Our records show that the chair was produced in Aug 2018.

  We are still happy to provide the new base if the customer is still interested in purchasing.

   

  Business Response

  Date: 03/01/2024

  When the customer first reached out to our Customer Care team she was advised that due to the item being purchased AS IS we would not be able to provide a resolution under warranty.  The customer was provided a quote to purchase a new base which was accepted by them in Oct 2023.  It was agreed at that time that EQ3 would send the new base to our store and the customer would pick up from there.  There was a delay from Oct to Dec where the customer was out of town, but when back they contacted to say they were ready to take the base.  Unfortunately we had to advise that we would not be able to ship the part to the store any longer as the store has been permanently closed.  We advised at that time that we were able to arrange the part to be delivered to their home instead.

  It was at this time that the customer advised that they would like us to reconsider allowing a full exchange of the chair due to the recall they were now aware of.  It was explained at that time that the chair they had purchased was not manufactured during the period of the recall.  The chairs affected were manufactured between April 2018 - July 2018.  The bases used on product manufactured after July 2018 were produced with a new base not included in the recall.

  Our records show that the chair was produced in Aug 2018.

  We are still happy to provide the new base if the customer is still interested in purchasing.

   

  Customer Answer

  Date: 03/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Rebuttal to EQ3's Response:

  I have carefully reviewed EQ3's response, to address certain key points that warrant further consideration. EQ3 asserts that the chair, purchased as-is, is not covered by warranty and thus is not eligible for support under their warranty policy. While I understand this policy, I believe it is crucial to emphasize that the nature of the safety concern I am raising goes beyond the terms of warranty.
  

  Disclosure of Recall Information:

  EQ3's response mentions that the chair was manufactured just one month after the specified recall period and, therefore, is not affected by the recall. However, it is noteworthy that at the time of our communication when this issue occurred in Oct, EQ3 did not disclose that the specific product in question had a recall for the exact identical failure and breakage that I am currently experiencing. This lack of disclosure blindsided us from understanding the true quality and safety concerns associated with the EQ3 Arie Chair. In fact, we are disappointed by the lacking of transparency from EQ3 side. 

  
  Uniform Standards for Product Quality:

  Regardless of the purchase "as is", I firmly believe that all products should be held to the same standard of quality and safety. The fact that this particular chair was purchased as-is should not exempt it from scrutiny, especially when the safety issue aligns with a recall notice. The potential risks associated with the chair's failure extend beyond warranty terms and directly impact consumer safety.
  

  Request for Resolution:

  In light of the undisclosed recall information and the identical nature of the failure, * ****** **** *** ****** ******** ****** ** ******** *** * ************* ****** ** **** ***** I believe a fair resolution would include EQ3 accepting responsibility for not disclosing the recall information and exploring suitable options for addressing the safety concerns associated with my Arie Chair, such as providing a replacement or repair.
  I appreciate your attention to this matter and trust that your involvement will contribute to a fair and satisfactory resolution. If you require any further information or documentation, please do not hesitate to contact me.
  
  
  
  

  Customer Answer

  Date: 03/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Rebuttal to EQ3's Response:

  I have carefully reviewed EQ3's response, to address certain key points that warrant further consideration. EQ3 asserts that the chair, purchased as-is, is not covered by warranty and thus is not eligible for support under their warranty policy. While I understand this policy, I believe it is crucial to emphasize that the nature of the safety concern I am raising goes beyond the terms of warranty.
  

  Disclosure of Recall Information:

  EQ3's response mentions that the chair was manufactured just one month after the specified recall period and, therefore, is not affected by the recall. However, it is noteworthy that at the time of our communication when this issue occurred in Oct, EQ3 did not disclose that the specific product in question had a recall for the exact identical failure and breakage that I am currently experiencing. This lack of disclosure blindsided us from understanding the true quality and safety concerns associated with the EQ3 Arie Chair. In fact, we are disappointed by the lacking of transparency from EQ3 side. 

  
  Uniform Standards for Product Quality:

  Regardless of the purchase "as is", I firmly believe that all products should be held to the same standard of quality and safety. The fact that this particular chair was purchased as-is should not exempt it from scrutiny, especially when the safety issue aligns with a recall notice. The potential risks associated with the chair's failure extend beyond warranty terms and directly impact consumer safety.
  

  Request for Resolution:

  In light of the undisclosed recall information and the identical nature of the failure, * ****** **** *** ****** ******** ****** ** ******** *** * ************* ****** ** **** ***** I believe a fair resolution would include EQ3 accepting responsibility for not disclosing the recall information and exploring suitable options for addressing the safety concerns associated with my Arie Chair, such as providing a replacement or repair.
  I appreciate your attention to this matter and trust that your involvement will contribute to a fair and satisfactory resolution. If you require any further information or documentation, please do not hesitate to contact me.
  
  
  
  

  Customer Answer

  Date: 03/01/2024

  Given the manufacturing date's close proximity to the dates outlined in the recall notice (just 1 month later) and the identical nature of the breakage, EQ3's assurance and confidence in asserting that this incident is not a continuity of the quality issue addressed in the recall notice lack factual basis. I* ***** **** ********** *** ****** ********** ** ********** ******* ***** ********* *** ********* ****** *** ********

  Customer Answer

  Date: 03/01/2024

  Given the manufacturing date's close proximity to the dates outlined in the recall notice (just 1 month later) and the identical nature of the breakage, EQ3's assurance and confidence in asserting that this incident is not a continuity of the quality issue addressed in the recall notice lack factual basis. I* ***** **** ********** *** ****** ********** ** ********** ******* ***** ********* *** ********* ****** *** ********