Complaints

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

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  Tepperman's (London)

  1150 Wharncliffe Rd S London, ON N6L 1K3

  
• 

  Tepperman's (London)

  2595 Ouellette Avenue, Customer Care Windsor, ON N9A 6P8

  

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:16/11/2023

  Type:Service or Repair 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 a sofa and delivered to our home September 21, 2023 damage occurred from delivery personal.October 5, 2023 agreed to amount with Teppermans - 5 business days was quoted for cheque to arrive to cover cost of damage.On October 18, October 31, November 8, 2023 I called and spoke with people in ************* at ********************** - all of which were rude and generally unhelpful. I spoke with a Manager last Wednesday where I was told I would receive a follow up to the status of the cheque this past Saturday - to date Ive received zero phone calls.To date, no updates or cheque - the cost to fix our wall is greater and now we will be seeking the amount that it will cost to fix and paint - $1000.

  

  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 will take immediate action to address the issues you brought to our attention. It does appears we had a series of cheques that needed to be reissued as there was a system error. Our home damage manager has corrected this issue. Please reach out to us at ******************************************** if you have any other questions or concerns.

  Customer Answer

  Date: 27/11/2023

  Hi - I received a call two weeks ago number ********************* indicating that they have followed up with the cheque and would be in touch.  No follow up and I have called twice and left voicemails.  Still no cheque.

  Customer Answer

  Date: 27/11/2023

   
  Complaint: 20881675
  
  I am rejecting this response because:
  
  I have continued to follow up for two weeks since receiving a voicemail from *********************.  I was told a follow up would be forthcoming and to date no follow up has been made.  I have called and left two voicemails.  Abs still not cheque. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/12/2023

   
  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,
  
  ***************************

• 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.

  Went to Teppermans, on October 9, 2023, to purchase a couch and financed the product. On October 19, 2023, 10 days after my purchase, I was not liking the couch because I was not comfortable. I called the ************************* where I spoke with an agent named ***** and at the time, I requested a refund. He flat-out said no and offered nothing to address my concerns. I then went to the store with my mother to explain what had happened. I spoke with the store manager on duty, and was told she was going to write to escalate the issue and that someone would give me a call. At this point, I wanted to see if I could get an exchange if a refund was not applicable and to file a complaint against the agent. To this day, no one has called me to address my concerns. I would like to point out that in the invoice has no 30-day return policy, and only As is products are final sale. This is not an As is product. I financed the product, and in that contract, there is no information on the return policy and only information about liens. If Teppermans does not have a 30-day policy return or has all sales are final, and let the customer know. Everyone has the right to change their mind if they do not like the product or are not happy with the product.

  

  Business Response

  Date: 22/11/2023

  Hello *******, we apologize for not meeting your expectations. I do apologies that we do not have a return policy and only exchange damaged or defective products. We can understand how the miscommunication can be frustrating. We take all feedback seriously and would appreciate the opportunity to discuss your experience further. Please reach out to us at *********************************************

• Initial Complaint

  Date:22/10/2023

  Type:Service or Repair 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.

  A luxury matress and box spring were bought in July 2020. Mattress was ******* and ******, sold to customer as top of the line and firmest mattress. At the time, sales person explains there was no return policy because "who would want a used mattress." Within a year, writer developed back pain and stopped using mattress, instead sleeping on floor. Mattress has not been used since 2021. Writer goes to Sleep Country to look at getting a new mattress August 2023. Sales person explains that they stopped selling ******* and ****** mattresses for about 10 years because "people kept returning in a month." Reviews seen online to support these claims.Sep-Oct, writer calls customer service of ********************** to explain the situation. A technician is sent the following week. He remarks that mattress appears intact and does a visual inspection but nothing to evaluate firmness. ******** has no obvious sagging due to lack of use. Writer calls customer service back who states inspection was sent to manufacturing company who denied claim for exchange and there is nothing can be done. Writer expresses desire to have this resolved by Teppermans who sold a poor quality product with a very poor customer satisfaction history.A week later a person in management states the following options: a technician could be sent in two months to re-asess, avises use of mattress topper, and says nothing can be done on Teppermans part since they are a manufacturer-based company and mattress manufacturer has denied a defect with mattress. Even if writer were to obtain a store credit, the store only carries hybrid firm mattresses which is same type of mattress in question. They do not offer basic firm mattresses (spring only, foam only) which brings into question the products they sell. Their return policy for mattresses also concerns writer about getting stuck with another faulty mattress.

  

  Business Response

  Date: 06/11/2023

  Hello ***** were sorry to hear that you had a negative experience with us. We have tried to react out to discuss this issue but have been unable to contact. Please reach out to us at **************************************** We take all feedback seriously and would appreciate the opportunity to discuss your experience further.

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair 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 had purchased a sofa bed 02/17/23 , it was delivered 04/13/23 and a part (long metal rod) on the bottom of the sofa broke off 09/24/23. P.O. #*********. I phoned *********** at 9:00 a.m. 09/25/23 received no call back. Phoned again that evening and spoke with someone in ******** care, they could schedule repair for 09/29/23 but I was working and could not take that time. We scheduled an appointment for 10/11/23 - I work Monday to Friday - with only one weekday off a month and Oct. 11 was the day I would be home. i was later emailed that they could not come that day. I work during the week and only work one Saturday a month. No one in ******** Care offered any other dates to me. They explained there is no evening hours for repairs, the service people work 8 - 5:30. I was asked to send pictures, I am not able to do this but did arrange for my son to come after he worked 12 hours to take photos. When we submitted them, I was sent another e-mail explaining that my photos did not meet their needs and could I do them again with the instructions on which type of photos they required. I cannot move this sofa bed because it is heavy, and I cannot do photos and send them. I don't have the capability to do as they asked. No one has spoken to me on the phone regarding scheduling a repair person, all communication has been by e-mail about photos. Out of frustration I called the store and spoke with the sales person who sold me the sofa bed, he said he knew of my issues that I was having and that he would speak with his assistant manager to see if there was anything they could do to help and he would call me the next morning. I have not heard anything, I did not received a call back. I am so disappointed and frustrated by the lack of assistance and no follow up from ******** Care. A phone call from ******** care would have helped them understand that I could not submit the photos that they want and work on scheduling a time for repair of my sofa bed.

  Customer Answer

  Date: 29/10/2023

  Sales order *********. Purchase date: 2/17/23.  The information off of the tag attached to the sofa bed - PRO - *******, Customer P.O.#******, Cutting *******.

   

  

  Business Response

  Date: 06/11/2023

  Hello *******, we apologize for not meeting your expectations. We take all feedback seriously and would appreciate the opportunity to discuss your experience further. Please reach out to us at **************************************** We will work on trying to resolve this issue for you

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20726995
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20726995
  
  I am rejecting this response because:

   

  Good morning,  I would like to set up a time for a service repair of my couch.  It will need to be on a Saturday - a.m. appointment would be preferred.
  
  I did sent an e mail Oct. 11 with this request and had not heard back.
  
  *************************
  (service file:984729775)
  

  
  

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 22/11/2023

  We apologize that our services didnt meet your expectations. I understand how frustrating it can be to not get a ****** response, our service visits are route by postal code and we are unable to take time request, it does appear we have come to an agreed upon day and have booked you in for a service appointment. If you have any other concerns please reach out to us at ********************************************. 

  Customer Answer

  Date: 23/11/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:29/06/2023

  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.

  We bought a bed that was not in stock so we couldñt measure the headboard and it was advertised online and on the box as 55 inches but when we went to put it up it was 58 inches so would not fit in our space we wanted it. Unfortunately it was past the 7 days to return it but it was packed in the same box undamaged and taped up.. they said they would review the case as it was in the same box but now will not return it. To us it was false advertising as it wasnt the dimensions on the box or advertisement. They said they would give us a credit good for 2 weeks..since then we have bought a new bed that fits the space.

  

  Business Response

  Date: 29/06/2023

  Thank you for reaching out.  We understand your frustration and we appreciate you bringing this to our attention.
  
  Our Customer Care dept. spoke with the customer on June 19th when they called to advise the bed measured to big for the location. 
  
  Our webiste does offer the specs & dimensions for this bed, model# ******-D on their invoice 
  
  We are a repair warranty based company, and do not offer returns for refund. We have offered a reselect with full credit. 
  
  The customer has also asked if the credit can sit on account for future use, should they decide to return the product, and we have also noted this as an option. 
  
  We last spoke to the customer today, June 29th and again discussed the above options. Customer advised they will take a look in store and let us know how they'd like to proceed. 

  Customer Answer

  Date: 17/07/2023

  The case has been settled.. we got to return thebed and got acredit for the store.. which we can use eventually..not what we wanted as we wanted it put back in ourbank but we eventually  will need to buy furniture.. thanks for your help.

  *** ***

  
  

• Initial Complaint

  Date:26/06/2023

  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.

  ******* ** *** ********* *************************** ** ** ********** ******May 21 /23 we purchased an electric chair/recliner in store. Total purchase price $ 2548.62. Delivered May 31. We did not receive any Manufacturers paperwork (*******). There was no written manufacturers warranty or operation instructions or care directions. We had the chair for 5 days and realized that it was not what we wanted - June 6/23 We went into the store and explained the problem to our saleslady and after some discussion and trying out another chair she advised us that she understood what we were looking for but they did not sell such a product. She referred us to customer care. They informed us that they did not take furniture back. I pointed out that the chair had been used very little and asked about the Customer Satisfaction guarantee. She referred us to their Return Policy which states that the product has to be damaged or it must be a warranty situation in order for them to take it back. I asked for a copy of the warranty and she stated that it was in the bill of sale. I pointed out that it is not there and then she told me that it was an implied warranty. I asked for a copy of the Manufacturers warranty and she stated that there wasn't one. I then spoke with the assistant store manager (***** ******* )-who assured me that they would E Mail us a written warranty and to date have received nothing. June 13/23 I E Mailed a written complaint to Teppermans Customer Care and to this date have received nothing. The last time that I spoke with Customer Care I asked if the conversation was recorded and she stated that it was. I asked for a copy of the recording and she stated that she would have to check with upper management and call me back. There was no return call made to us. Spoke with Store assistant Manager on two occasions and Customer Care on two occasions but still no Written Warranty or Manufacturers manual.
  They advertise a Customer Satisfaction Guarantee but they do not state that it only refers to warranty issues.

  

  Business Response

  Date: 27/06/2023

  Thank you for reaching out.  We understand your frustration and we appreciate you bringing this to our attention.

  We have replied to Mr & Mrs ****** as of yesterday, when they reached out to Teppermans through email, the following was sent in reply...

  Customer Care Reps
  To:
  Bob ****** <[email protected]>
  
  *** ********* **** **
  
  Hello, 
  
  I have looked into this further and it looks like the warranty was sent but based on the email you have listed in this email trail; it looks like there may have been a typo in the email address we tried to send it to.  I have now forwarded the email that was sent to *************************  
  
  In regards to the recordings of the phone calls, we did reach out to management in regards to this and we will not be able to provide these recordings to you as they are for internal use only.   
  
  Thank you, 
  **** 

  
  Customer Care Team

• Initial Complaint

  Date:09/05/2023

  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 power recliner on October 12, 2022. Account #********* in the amount of $1,014.68 including the preferred warranty. The recliner quit in the up position the beginning of November. I called the customer care department and they said they would order the part land let me know when it came in. I have followed up several times and as of May 9, 2023 they claim they are still waiting for the part. They have refused a refund or re-select. I told them I am moving to Windsor as I close on my new home on June 2nd and I cannot move this chair in the up position as it will get broken.

  

  Business Response

  Date: 09/05/2023

  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 on replacement parts. We are committed to ensuring that our customers receive high-quality products and services.
  
  I do see that ***** called our Customer Care dept. today and our Rep has updated the file and advised she will reach out as to updates on parts. 
  
  The product is discontinued and no stock so exchange is not an option. 
  
  We will reach out and update this customer once we hear back from our Parts dept. 

  

  Business Response

  Date: 12/05/2023

  Hello,

   

  We do apologize for the amount of time this has taken to resolve. We are currently looking into seeing if we can pull the needed part from another piece, and will be in contact with you next week to discuss. 

   

  Thank you so much for your understanding. 

  Customer Answer

  Date: 15/05/2023

  
  
  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,
  
  
  
  ***** ********

• Initial Complaint

  Date:26/04/2023

  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.

  I bought a chair and after few weeks parts of the chair were broken and I called to tepperman’s they said you will get replacement of your parts within 3-4 weeks, it’s been more than 7 months still waiting. Everytime I call they just tell me to wait for another 3-4 weeks. I am not gonna recommend anybody to go to tepperman. I paid for something that I am not able to use.

  

  Business Response

  Date: 26/04/2023

  Thank you for reaching out. 
  
  The customer spoke with a Customer Care Rep today and we have reached out to the manufacturer as to eta on parts. 
  
  We let the customer know a Customer Care manager will call them back tomorrow once we have an update.  

• Initial Complaint

  Date:26/04/2023

  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.

  #554589286
  
  Original purchase date Feb. 24, 2023. Pair washer and dryer pair brand new, full warranty coverage plus 4 years.
  Delivered on March 03, 2023, pair of washers and dryers that were over 4 years old, check #sin with the manufacturer. After, had issues with Teppermans picking up machines because I try to load within 30 minutes after delivery and flooded my laundry floor with minutes.
  Agree on exchange for proper washer and dryer.
  On another day off work, March 18, 2023, waited a full day, At 5:30 pm delivery person show up said” They are broken Do still want them” and left. Does not take the other washer and dryer away.
  Finally, after 4-hour calling teppermans the next day they said nothing wrong with the pair beside the dryer had a small dent in it. It is another 2 weeks before can come back and only be Friday, the day work. I have already taken days off already without pay and was not able allowed currently.
  Started Calling again, on April 16, 2023, since trying to charge me for old broken machines, Customer Service tried says agree to have credit on the account. For what? I never receive the correct product, so why pay credit tepperman? I still paying for Laundry service since do not have working a washer or a dryer. The last call, from Customer Service, say have now waited for the washer and dryer to come back in stock because sold the ones suppose to house, but they could not give a date of arrival. Did, They even have a washer or dryer? sorry video file is too large. Tepperman already has a copy.

  

  Business Response

  Date: 26/04/2023

  Thank you for reaching out. 
  
  ***** spoke with our Customer Care manager today and we have the order for the new appliances scheduled to be delivered on May 3 2023.

• Initial Complaint

  Date:02/03/2023

  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.

  Purchased a sectional (an ****** product/*******) from Teppermans in August 2022 which was delivered October 2022. I also purchased an extended warranty which covers fabric & frame damage I believe. Within months, the piping is sagging and the fabric itself is wrinkling alot. I have contacted Teppermans about this many times. They ultimately offered a switch-out (meaning I could go in and pick out another sectional). The issue is the sales person showed me sectionals that were hundreds of dollars more than what I spent. The sales person also told me that if I picked a sectional within my price range (sale price approx $1600'ish), that I would have the same issues so I should go with something more expensive. I contacted the head office again and again asking that they adjust my account balance by $500 so that I could replace the cushion inserts myself. The customer service office from Windsor said she (******?) would NOT go over $300 plus tax. This is unacceptable. It will cost me alot more than $300 or $500 to replace the cushions and I am not prepared to fork over more money for a more expensive sectional. I would like $500 compensation/credited to my account. This is not unreasonable as it would cost Teppermans way more money for them to pick up the sectional and matching ottoman ($599) and then deliver and setup a new sectional and ottoman. I am at a loss for words at their logic behind this. I purchased this set on Teppermans credit and would like them to reduce the balance by exactly $500. Thank you.

  

  Business Response

  Date: 02/03/2023

  Thank you for reaching out. 
  
  As stated, the customer purchased the on 
  
  Customer called into Customer Care 2 months after purchase, stating issues and asked we review. 
  
  We first had ou Quality managers review photos and they concluded  "customer's concerns were clearly involving general maintenance requirements" and we then sent the customer a video which provided the customer with all the information they would need to complete this maintenance of their product
  
  Customer disagreed with the findings, so we then sent our technician to the home for a report. Again, no warrantied issues were found. 
  
  Teppermans is warranty based for repairs, and we will assist when there are issues to be addressed. 
  
  We discussed all this with the customer who still disagreed. As such, we offered a reselect with 10% restock fee, as a courtesy. 
  
  Customer accepted but then could not find anything in store with comparable pricing. As per notes in file, sales did offer a $200 credit towards new products, again, as a courtesy. The customer wanted $500 and sales declined.
  
  Grace has spoken to a Customer Care manager, as recent as yesterday. There are no manufacturer warrantied issues to be found with products in the home. 
  
  We will offer the reselect with 10% restock fee, or the price adjustment of $200 to keep what she has. 

  

  Business Response

  Date: 07/03/2023

  Thank you for reaching out. 

  I do see the Service file has been closed by our Customer Care team,  and the agreed upon price adjustment, for the $300 + taxes, has been processed. 

  Customer Answer

  Date: 07/03/2023

  
  
  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,
  
  
  
  ***** *******