Complaints

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:14/06/2024

  Type:Service or Repair 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.

  Bought a FLYER item (New Mattress in box) which was on sale. When I picked up the Mattress, it was not in the box as advertised. Told the box ripped and now put into a plastic bag. Promised it was not a floor model. Got home and saw the floor model tag on the mattress and dirt all around item. Called the store to complain and get a new mattress sent. However, the store told me I could not return the item and that they only offered me 15% discount. I said I would like to return the item to get my money back as its not what I bought. I bought a new item not used. They said take 15% or we can offer another mattress to you for the same price which was of a lower quality. Not much options when they scammed me into taking home something that was not what was advertised (false advertisement). Now I am stuck with a used mattress I did not order nor purchase. Only option is to exchange for a lower quality, and cheaper mattress as the one I ordered in stock is no longer available. Employees lied to me when I picked it up. I was useless and manipulated and told there was nothing they could do. Very unprofessional and is false advertisement. This company does not stand on their goods or customer service. I am appalled. I would like my money back due to their error. Why is this my fault and I have to take a lower quality mattress in its place.

  

  Business Response

  Date: 15/06/2024

  Thank you for reaching out.  We understand your frustration and we appreciate you bringing this to our attention.
  
  We apologize for the inconvenience the customer experienced. Our sales in store has discussed new options with the customer and we have offered a comparable mattress and at same cost; would have cost more but customer was not charged any additional amounts. 
  
  We would have gladly exchanged for same product but it is no longer available. 
  
  We offered to have the customer come in and try the newer option in store; she refused to do so.
  
  Customer asked for compensation and we offered delivery at no charge, as the original mattress was a pick up. The customer accepted delivery and this is scheduled out to her home today. 
  
  Mrs then asked for a gift card on top of this, and was denied. We have apologized for any mistakes on our end and have made sure to rectify the situation. 

• Initial Complaint

  Date:06/02/2024

  Type:Order 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.

  NOV 2023 PAID ROUND 5 TO $ **** DONT REMEMBER THE AMOUNT.DELEVER THE KING SIZE BED WITH MISSING PARTS AND THEY WANT FIX IT OR REPALCE IT

  

  Business Response

  Date: 08/02/2024

  Good Afternoon, we apologies for this inconvenience this has caused you. Can you please email ******************************************* so we can look into this further for you. I attempted to look into your file with your name and phone number but the most recent purchase we have with you is from July 2021. We would love to help we just need some more information please. 

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising 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.

  The date of the incident I had gone through with tepperman in Chatham was at 31 January ****. It was overall racist experience I had experienced from the Chatham outlet. If this helps in any sort I would like to report the issue to the HR and authorities within the organisation for dealing with a racist employer ********. I was approved for in store financing and had placed my order for pick up in the store. I have talked to the credit bureau and have myself verified and represented myself with the physical IDs. I was requested to come for a pick up the next day for my back order. Once I reached ******* advised me to check my voicemail where she says she wanted additional documents and invoices of my purchase. Honestly there was never any error on my application but she was not comfortable with me. They have cost me a lot of my time and money and I wont be doing anymore business with tepperman but just be careful those customers who apply in store financing with them can have a bad report on your credit.

  

  Business Response

  Date: 06/02/2024

  Good Afternoon, we have tried to reach out to you in regards to this matter a few times, but it seems your number has been disconnected. Please provide us with an updated way to contact you so we can discuss. 

• Initial Complaint

  Date:05/11/2023

  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.

  Sales Order # ********* Order Date: October 6th, 2023 Salesperson: ********************* *********** Manager: *************** # ********* Im writing to seek your assistance with my horrendous experience with Teppermans ******. I ordered a Sofa set along with Recliner and an Ottoman for delivery (which I paid $99.95). First off, it took them lengthy time to get the items in stock- which is understandable. I was told as soon as items started to come- I could collect the small items like the recliner and ottoman. The delivery finally came in at Friday, October 29th, 2023 and after few unsuccessful attempts to get the sofas in to my 2nd floor apartment the deal was called off. When I ordered the items- I was told as long as I dont accept the delivery; I can get a full refund. On Friday, October 27th, 2023; I spoke to the call center team and was told to figure out my rearrangements for my cancelled delivery. I spoke to the call center rep and was advised a refund was placed on my account once the items were returned. Monday, October 30th, 2023; I got a call stating I can go to the store and drop of the items. Once received the refund will be processed!Friday, November 3rd, 2023; I got a call from a manager (*****) and said there would be a 30% re-stocking fee on the recliner and the ottoman. I argued, I was told to pick them up and can return as long as its not used. When I returned the items, I gave them in its original packaging with tags. All I want back is the 30% re-stocking fee which is charged for issues which has nothing to do with me. The call center blames the store and vice versa. As a customer Im left in the middle and being penalized for errors which have nothing to do with me. Here is the breakout of the costs:Paid $2,563.86 on October 6th, 2023 Refund so far $2,192.32 Lost amount to 30% re-stock fee: $371.54

  

  Business Response

  Date: 22/11/2023

  Were so sorry to hear that you had a negative experience with us. We take full responsibility for not meeting your expectations. We have refunded you the restocking fee, and truly apologies for an frustration this has caused you. If you have any other concerns please reach out to us at ********************************************

• Initial Complaint

  Date:28/10/2023

  Type:Service or Repair 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.

  For this purchase we spent $10000 in new appliances for our new home which were delivered on September 20th, 2023. Usually we have great customer service and have spent several thousands of dollars over the years with the company. This delivery came with an install of a washer and dryer combo from *** the installer did not connect the water hose to the dryer for steam clean, and installed the dryer vent so poorly it bent the hose and was cracked. It also plugged the vent because it was jammed in so badly. Recently we started to smell smoke or burning coming from the dryer. Turns out it was already plugged with lint due to the install. Teppermans also damaged the door to the laundry room in our brand new home. They did take pictures of that and said someone would fix it, but no one called. I have called twice with no return calls or desire to come see the damage. Now that they almost burnt my brand new home down with the discovery of the vent issue I want my money back for the replacement of the vent, install and having to higher a painter for the repair of the door. Also, because the dryer was not vented properly I want to make sure we have proper warranty coverage in case this new unit was overworked and ***** out.

  

  Business Response

  Date: 22/11/2023

  Were so sorry to hear that you had a negative experience with us. We take full responsibility for not meeting your expectations and have taken immediate action to address the issues you brought to our attention. Our home damage coordinator has opened a file for this. I know we've been playing a bit of phone tag Please reach out to us at *********************************************** take all feedback seriously and would appreciate the opportunity to discuss your experience further.

• Initial Complaint

  Date:11/04/2023

  Type:Customer Service 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.

  Hello
  To whom it may concern.
  I placed a deposit down on a new dishwasher for my remodeled kitchen. This was in the early fall of 2021. It was a special order. I was told that would be a 4 to 6 month wait for the item to come in.
  About a month later the sales person contacted me and advised the model number was wrong and I needed to come in and adjust my down payment as he had to reorder and the newer model was more. I did so. The timeframe for this to come in was the same 4 to 6 months.
  I have called many times for updates and get the runaround. Lots of excuses and estimated dates for this purchased item to come in. Teppermans blames *****. I have contacted ***** who says its an issue with where I purchased the item from. I have called and left messages for supervisors and they go unanswered. I have had to pay additional safety certificates due to the hold up at my own cost...
  I have been told I can not purchase another model, that I can not transfer the funds of the downpayment to something else, that I am up next on the delivery date, have been told delivery estimates and nothing comes in..
  
  They sold me something they can not get in and do not want to make this right... I am just a customer identified by a number, no one has tried to make this right, everyone has swept this under the rug. Im out the cost of my downpayment, have had to pay for additional safety extensions for the kitchen renovation, and mentally i cant even express the frustrationation this has caused... they dont return calls, they took my money and I have no product. They sold me something they knew was not being made by the manufacturer or they could not get in. Im beyond upset. They need to correct this issue...

  

  Business Response

  Date: 12/04/2023

  Thank you for reaching out.  We understand your frustration and we appreciate you bringing this to our attention.
  
  We apologize for the inconvenience you experienced with delays as well as our lack of follow up. We are committed to ensuring that our customers receive high-quality products and services.
  
  We have had our sales person call and email this customer yesterday (April 11). A voicemail was left and once we hear back from the customer we will offer options in order to make things right.

• Initial Complaint

  Date:19/01/2023

  Type:Service or Repair 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.

  Bought a new fridge, stove and washer from teppermans. Waited 4 weeks for delivery upon receipt of two items the fridge was damaged and the stove was literally used. Called them and they confirmed they sent a used stove their solution was to offer $100 to keep the used stove and damaged fridge.
  They refused to accept return and refund the almost five thousand I spent to purchase.
  Was offered no other solutions and was treated very poorly.

  

  Business Response

  Date: 19/01/2023

  Hello, 

   

  Thanks for reaching out to us.  We have reviewed the account, and can see that an exchange for both the fridge and the stove has been arranged and scheduled for delivery on January 31st.  In addition to this, a $100 gift card as well as the reimbursement of delivery fee was offered and will be issued. 

   

  Regards,

• Initial Complaint

  Date:07/11/2022

  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 a ********** Mattress from Teppermans Chatham in 2021. At the time of purchase I was told nothing about the warranty or any restrictions or conditions with regards to the product. The mattress developed a sag in it and I contacted the store because it was obvious the mattress was failing. They sent a “tech” out to look at the mattress and they said it had a 1.5inch sag in it. I late find out they won’t honour the warranty because of some dirt/“staining” on the mattress where I get in and out of bed. They told me to clean the mattress but not how do it before they would honour the warranty. The cover on the mattress is white and it is the interior of the mattress that has failed so I don’t see why the outside makes a difference.
  I contacted the manufacturer of the mattress ********** for help and they sided with Teppermans.
  I am disabled and I have a service dog who also sleeps on my bed. As I said before the interior of the mattress has failed and it is quite painful to sleep on and getting worse nightly. The sag is now 4 inches deep. I would like a refund so I can hopefully purchase a new mattress as I do not want another one made by this company.

  

  Business Response

  Date: 08/11/2022

  Good Morning,

  Unfortunately, the manufacturer will not fulfill the warranty unless that mattress if free and clean of stains.  I have found this information on their website on how to clean from their FAQ section:

   

  Use a vacuum to clean the surface and sides and use the upholstery attachment along the seams.

  See more tips at: ********************************************* .

  We also recommend using a mattress encasement to keep the mattress clean and healthy.

   

  Hope this helps,

  Customer Answer

  Date: 08/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the exterior of the mattress is white. The interior of the mattress is what has failed so the exterior of the mattress should not matter unless they plan to reuse the exterior of the mattress. Prior to the person from Teppermans coming to my house I vacuumed my mattress. The material cover is similar to a tshirt material and is a dirt magnet. It seems to me that ********** used this type of cover deliberately on their mattresses to create a loophole to get out of honouring the warranty when the interior of the mattress fails which is the case with mine. This mattress is painful to sleep on as the springs inside it dig into your body when you lie on it. 
  Also, my claim against ********** was rejected by the BBB with you saying that I should file a complaint against the warranty company. Teppermans has just passed the buck to ********** and then they pass it back. They should not be allowed to do this as it is scamming customers especially when they do not give the customer any warranty info at the time of purchase. 
  
  
  
  Sincerely,
  
  
  
  ***** ******