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:09/10/2023

  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.

  We are trying to get warranty work done on our Lazy Boy couch. The extended warranty was purchased with the furniture for an additional cost of $ 350. We have contacted Zucora homes warranty a number of times starting April 24th 2023. Zucora homes warranty confirmed that the necessary parts were in at the retailer and that a service technician would be in contact within 3 to 4 days. This was back in July 14 2023. The last communication with Zucora homes warranty they were still trying to contact a technician that would repair our furniture. This was July 26, 2023. We have since email them with no response. Please assist us in having this work completed in a timely manner. Thank you. *************************.

  Business Response

  Date: 10/10/2023

  We communicated with the customer and apologized for the delays in resolving the service request, as well as discussed the next step of dispatching a technician to complete the necessary repairs. 

• Initial Complaint

  Date:29/09/2023

  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.

  We bought a large sectional through ******'s Furniture in ******** ******* for $2000. We had bought the extended warranty through zucora. We contacted them in the April 20, 2023 because all of the cushions there was something wrong with and one of them you actually sit down and hit straight wood. They said they'd send a technician out. Someone called and when I tried calling back multiple times, never got a hold of anyone. Then finally got a call back and apparently that technician is no longer working with Zucora. Next I call Zucora and they said they'll send someone else. So someone else comes and shows me that the springs and foam have moved and need to be ordered and repaired. I never hear back from zucora so contacted them and didn't hear back. We give it some more time and I've since contacted them and been told that they haven't been following my case and that they hadn't ever got a hold of the technician to see what parts they even need. The representative I spoke with said he'd "attach" himself to my file so someone was following it. I asked him to also contact me with the update even if it's that they haven't heard anything. I've never received a call or an update. Today on Sept 29, 2023 I call in and wait on hold for 20 minutes and the representative tells me now that they still haven't heard back from the retailer in regards to what parts they might need. She offers to reach out to them by phone. So my entire sectional has been unusable and they haven't even reached out by phone when they haven't heard back from the retailer? I'm also 9 months pregnant and thanksgiving is in 2 weeks. Our sectional has been disassembled and useless for months. I've asked to speak to a manager. I want my sectional replaced. Not fixed. Not sure how I could possibly trust them to fix anything at this point, let alone in a timely manner.

  Business Response

  Date: 02/10/2023

  We attempted to reach the customer to discuss the concerns with the furniture and the plan coverage. We left a voice message and sent an email regarding the coverage. While we did attempt to assist as a courtesy, the issues experienced with the furniture do not fall under the service plan coverage that was purchased. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20676652
  
  I am rejecting this response because: The business told me after they had a technician come out in the spring of 2023 that this issue was covered under the warranty and that we were only waiting for parts. They've now decided it's not covered under the warranty. Again, after waiting since April of 2023 (it is now October) and previously stating that this would be covered under the warranty. I assume now they've realized they can't get the parts for it and have decided that since they don't want to replace it (the warranty states it would be replaced if it cannot be fixed). 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/10/2023

  Here is a screen shot from May stating they were sourcing parts. They have now confirmed that they could not source parts and therefore will not fix it. Despite being told verbally and over email that they covered this issue under my warranty they have now stated this is no longer the case because they would have to replace it and they do not want to. 

  Business Response

  Date: 10/10/2023

  We communicated with the customer and looked into other options to facilitate a possible resolution through the retailer. 

• Initial Complaint

  Date:25/09/2023

  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.

  Opened claim and submitted all photos requested on Sept 13/23, followed up with email on Sept 19/23, still no response to date. (Sept 25/23). Called left on hold for 55 minutes.

  Business Response

  Date: 26/09/2023

  We followed up with the customer and discussed the service plan coverage. We are looking into options available in an attempt to facilitate a possible resolution.

• Initial Complaint

  Date:01/09/2023

  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 purchased an insurance plan through ****** home furniture, when I went to make a claim the company (Zucora) advised me the claim would not be covered. I asked for a refund which they agreed to covering a portion of the purchase price and they agreed to reimburse me $100.00. In May 2023 they said I would be reimbursed in 4-6 weeks. I have yet to receive the money and have phoned and emailed multiple times, with the same response.. someone would look into it and get back to me. I phoned again last week, same response and 1 week later no one has gotten back to me. I tried phoning again and no one picked up.

  Business Response

  Date: 07/09/2023

  We contacted the customer and confirmed that the refund would be processed in the form of an EFT payment in order to provide a resolution as soon as possible. 

  Customer Answer

  Date: 10/09/2023

   
  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:28/08/2023

  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.

  Hello,I bought a sofas from ******, which I paid for 5 years warranty included, I contacted Zucora home, whome are the service provider, they kept hanging up when trying to contact them, and never replied to my email,which I sent with evidences, today when I call them, they told me I'm not eligible for service, they refused to help, when I tries to escalate and I whish to speak to a supervisor they but me on hold and then hanging up, as they usually do.I told them that I will file a complaint with the BBB, but they seemed not caring, we are disappointed and frustrated with their support and services.

  Business Response

  Date: 30/08/2023

  We discussed the service plan coverage with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. We are looking into other solutions in an attempt to facilitate a possible resolution as a goodwill gesture.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 20533194
  
  I am rejecting this response because:

  I called the business later to inform them, that I already filed this complaint and then after long discussion they told me will send you some cleaning materials to use, and they kept asking questions then told me will try to help you and fix some damages, and later said will not send or fix anything and we have a brochure that shows what we can fix and we will send it to you by email, but they never sent and then they told me if you need us to send the technician we can send it but he will do nothing for you he will just come to your home per your request, but do nothing. This business seems to be just wasting of time till my contract is over.

  This is so disrespectful and disappointing to me when we bought this with protection plan, we been told that this will cover any damages during the 5 years and if we can't fix we will replace it.

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

  Business Response

  Date: 07/09/2023

  We reached out to the customer and discussed the concerns as well as clarified the reason why we are unable to assist with the damages reported.  The issues experienced with the furniture do not fall under the service plan coverage that was purchased.

  Business Response

  Date: 07/09/2023

  We reached out to the customer and discussed the concerns as well as clarified the reason why we are unable to assist with the damages reported.  The issues experienced with the furniture do not fall under the service plan coverage that was purchased.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20533194
  
  I am rejecting this response because:

  Unfortunately, regarding the warranty service for my sofas. I want to express my disappointment and concern about the unresolved issue and the delay in addressing it.
  I purchased the sofas with a warranty, which I believe entitles me to the service and support promised by the business. However, despite repeated attempts to reach out and request assistance, I have not received the level of service that I expected or paid for.
  I understand that issues may arise, but as a customer, I believe it is my right to have my concerns addressed promptly and professionally. I urge the business to reconsider its stance and fulfill the warranty service that was part of the purchase agreement, which I doubt, I recognized they are doing there's best, to not assist or fix just delaying and refusing to help, giving promises and didn't fulfill, keep changing their minds.
  I am looking for BBB to resolve this matter amicably with ultimate escalation. Please provide a clear timeline for when I can expect the necessary repairs or service to be completed.
  I appreciate your prompt attention to this matter and hope we can find a solution that satisfies both parties.
  I looking also for reconsidering the bad faith from the business and the unprofessional way of dealing with customer, to provide a fair treatment and compensation.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/09/2023

  Complaint: 20533194
  
  I am rejecting this response because:
  
  Unfortunately, regarding the warranty service for my sofas. I want to express my disappointment and concern about the unresolved issue and the delay in addressing it.
  I purchased the sofas with a warranty, which I believe entitles me to the service and support promised by the business. However, despite repeated attempts to reach out and request assistance, I have not received the level of service that I expected or paid for.
  I understand that issues may arise, but as a customer, I believe it is my right to have my concerns addressed promptly and professionally. I urge the business to reconsider its stance and fulfill the warranty service that was part of the purchase agreement, which I doubt, I recognized they are doing there's best, to not assist or fix just delaying and refusing to help, giving promises and didn't fulfill, keep changing their minds.
  I am looking for BBB to resolve this matter amicably with ultimate escalation. Please provide a clear timeline for when I can expect the necessary repairs or service to be completed.
  I appreciate your prompt attention to this matter and hope we can find a solution that satisfies both parties.
  I looking also for reconsidering the bad faith from the business and the unprofessional way of dealing with customer, to provide a fair treatment and compensation.
  Sincerely,
  
  *****************************

  
  
  

  Business Response

  Date: 11/09/2023

  We spoke with the customer and discussed the concerns as well as clarified the reason why we are unable to assist with the damages reported.  The issues experienced with the furniture do not fall under the service plan coverage that was purchased. We sent our service technician as a goodwill gesture and are unable to assist further.

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20533194
  
  I am rejecting this response because:
  The business mentioned in their response earlier that they were willing to assist and since they know my contract is almost reach it is end, they are maneuvering and trying to waste time, to get away with their neglected work. They just sent technician to close this complaint. They mentioned that to me earlier that they will only send him, but will not fix anything. This is so cheap and irresponsibly towards their customers. As a customer I feel that I got misleaded and didn't get the service that I paid for. Being said that I urge BBB to assist me getting the required support needed to get my compensation as it seems that they don't care about their customers and they collecting money for no service.

  Thanks
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:14/08/2023

  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.

  I purchased a loveseat and sofa from *****s furniture on Apil 3rd 2021 with extended warranty. Just a little over a year after we purchased the sofa, we started to notice the frame was dipping it. This sofa was almost dividing into two at this point and we contacted ****s who informed us to contact Zucora. My first claim to zucora was submitted and a technician was sent to my house, who came in to add some planks to support the frame of this sofa. I made my dissatisfaction known to both zucora and the technician stating that this looks like a fix that will not last. Within 6months, this issue reoccurred and I submitted another claim/service request to zucora and I was told a technician will be assigned to come and assess the sofa. I made sure to let them know that I was not happy with this option and the agent told me that a technician will be sent to come every time until it is determined it is no longer repairable. I waited over a month and never heard back. I called Zucora again to follow up which they apologized and informed me they will send a technician.
  It is now almost 2months after and I have not heard back from zucora. I contacted them again today to follow up and was informed that my claim has been cancelled.
  
  Zucora cancelled my claim, no notice to me, nobody had a conversation or updated my service request! I need my full refund Zucora. I will not be taken for granted over a service that I paid for. Zucora determined on their own that my claim has been considered not covered because of repeated use, how do you determine I have used the sofa repeatedly without someone assessing it. And is a sofa not meant for repeated use to start with?

  Business Response

  Date: 14/08/2023

  We left a message for the customer and sent an email to discuss the concerns with the furniture that were brought forward.
  
  

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business the business is leaving me with a damaged sofa and no option of replacement or store credit. 

  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 16/08/2023

  We discussed with the customer today and confirmed that the issue reported does not fall under the coverage of the service plan. However, we proposed as courtesy an alternative option towards possible resolution. The customer confirmed that they would communicate their decision with ZucoraHome team once they are ready to do so.

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business chose to close my claim without consulting me even after they had told me otherwise.
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 17/08/2023

  The issue reported by the customer does not fall under the coverage of the service plan. However, the service request remains open pending the customer's decision regarding the courtesy resolution that was proposed to them.

  Customer Answer

  Date: 22/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is not satisfactory to me, I have spoken with a manager from zucora today who has agreed to take a look into my file and provide me with an update on or before end of week August 25, 2023
  
  
  
  Sincerely,
  
  
  
  ***** **

• Initial Complaint

  Date:11/08/2023

  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.

  To say I am disappointed in the response to my service request is an understatement. I purchased this adjustable bed through ********** who have been an amazing company to work with. However, the lack of response from Zjucora to my need to have my bed repaired in a timely manner has been a true circus. First you send out an unqualified technician which works in upholstery, not electronics, he says he will get the parts ordered, then I call back a few weeks later to find out my service request does not qualify and was cancelled. I then spend 3/4 hr plus on hold waiting for someone at your location to address this situation only to get a song and dance and no results. After a lengthy conversation, I was told that someone would reach out to ********** to order parts. After hearing nothing for another 2 weeks, I followed up with ********** as I couldn't get through to Zucora. I was assisted by a very knowledgeable, friendly associate who tried calling Zucora on my behalf with no results but took all my details and would pursue this further. She returned my call a while later that afternoon indicating that Zucora was going to place an order with Teppermans for the required parts . I again reiterated the need to have this bed repaired asap due to pending major surgeries. I spoke with **** at Teppermans moments ago, only to find that no orders have been received for the required parts for my bed. **** tried reaching Zucora with no luck, (totally unacceptable customer service). Here I am, months after my initial contact with absolutely no follow up from Zucora regarding my request for parts/service unless I initiate the call. I am losing patience with the incompetence, and unresponsiveness of Zucora.

  Business Response

  Date: 14/08/2023

  We left a voicemail and sent an e-mail for the customer to contact our office to discuss the concerns. While the issue is not covered by the service plan, we are taking steps to assist the customer as a courtesy gesture.
  
  

• Initial Complaint

  Date:26/07/2023

  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.

  I bought leather sofa on 8nov 2020 with extended warranty. Sofa had accidental cut and pill off . I called zucora within week they were suppose to contact me and return with call . Ono one came back or contacted yet.

  Business Response

  Date: 26/07/2023

  We communicated with the customer and confirmed the steps taken towards the resolution of the service request.

• Initial Complaint

  Date:24/07/2023

  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.

  I received an extended warrantee when I bought my sofa from ****’s furniture. They told me I have to go through zucora, I contacted zucora, they sent out a tech and that was the last I heard from them, I have emailed them consistently and have called them two times. They keep promising they will get back to me and never do. Even some compensation of communication, but nothing.
  Next I’ll be looking to file a suit against an insurance provider that doesn’t give back any information or anything.

  Business Response

  Date: 25/07/2023

  We communicated with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. However, we looked into other solutions and were able to facilitate the resolution through the retailer.

• Initial Complaint

  Date:19/07/2023

  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.

  I bought a table and chair set back in 2017 and purchased the platinum complete furniture care I called them in ************************************************************************************************************* after the pandemic when things were back to normal to have someone come to fix my chair. I attempted to follow up on that claim and was told that now it isnt covered and they wont do anything about it. I have the emails to verify this from the manager I spoke with back then as well and no one will get back to me and I cannot get through to anyone on the phone. I want someone to come and fix my chair as I was told this would happen, or I want my money back that I paid for the coverage for as this is horrible service. Will never purchase a plan from you again!

  Business Response

  Date: 19/07/2023

  We attempted to reach the customer to discuss the concerns with the furniture and the plan coverage. We left a voice message and sent an email to the customer. As previously mentioned, the issue reported does not fall under the coverage of the service plan. Furthermore, the service plan expired in 2022.