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:17/07/2023

  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.

  Purchased a sectional couch from ***** as well as a 5 year warranty held by Zucora Inc. In March of 2023 the leg ripped out of my couch. I contacted Zucora about having someone come to look at it. Response was not met promptly as I had to email them again to create a service request. Eventually I did get a response saying a tech could call me. No one called I had to email them again asking for a tech. Finally I got a date for a technician to come. I booked a day off of work for a technician to come look at the couch. He came, took a photo of the damages and me he was unable to fix it and would send a report to Zucora for someone to come fix it. Time went by and I didnt hear from Zucora. I inquired again in April and was able to have another service request for **** So I booked off another day and waited. The technician came (exact same technician as first time). He said to me I cant fix this. Not sure why Im here again. He said he would send in the report again back to the company. I have not heard from anyone from Zucora since. I have sent emails, called and sat on hold but get no response. Four months has passed, I have taken off two days from work and spent too much time trying to make contact with this company all while my couch is still in usable. At this point, I dont want it fixed. Replace it or refund the cost of the couch. Its been too much of a hassle.

  Business Response

  Date: 17/07/2023

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

• Initial Complaint

  Date:06/07/2023

  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.

  We purchased in March of 2021 a leather couch and loveseat at *******. We also purchased an extended warranty through Zucora Home.
  
  I contacted Zucora by phone on August 4, 2022 to report that a couch cushion was peeling. I spoke with a representative and I emailed pictures of the couch and loveseat as I was instructed to do. A tech was sent from ***** Services. This led to a cushion being replaced. Once again, I reported by phone that the other cushions were peeling. A service tech was sent again in March of 2023 and another cushion was replaced. My husband and I were shocked that not all of the 4 cushions were brought to be replaced at the time. We asked the technician why this keeps happening and he told us that there is now an environmentally friendly dye used and that this is causing the peeling of the leather. He told us that he would submit a report and photos of the damaged pieces to Zucora. I phoned Zucora immediately after the technician left expressing my disappointment that all 4 cushions were not brought to be replaced. I was told that the information provided by the technician would be looked at and that they would get back to me.
  
  I was shocked last week to receive a second email stating that the damage cannot be repaired. This second email was pretty much the same email that I had responded to the first time expressing my displeasure with their decision. On the pamphlet that I received when I purchased the warranty for the furniture it clearly states that peeling of leather is covered for 7 years. After the first cushion peeled we were concerned, but the technician told us not to worry as we have 7 years on the warranty.
  
  Now we are being told that the leather is no longer available. Zuccora offered us a reselection credit of $2902.44 will not even come close to covering the cost of a new leather set as the cost of both two years ago was $5822.79 plus tax and delivery. It is their responsibility to replace the set.

  Business Response

  Date: 06/07/2023

  We communicated with the customer to discuss the plan coverage and the concerns with the furniture, as well as confirmed the steps taken towards the possible resolution of the service request.

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue has yet to be resolved.  **** a manager from Zucora Home did contact me yesterday by phone regarding the steps that they plan to further take with the manufacturer and **** *** regarding the furniture, however I am not dismissing the complaint until I hear back from Zucora regarding their decision.  I did send pictures of the furniture this morning as requested by ****.  I can forward a copy of the email sent to Zucora Home (****) this morning if you would like me to do so.  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 10/07/2023

  We initially communicated with the customer on July 6th to discuss the coverage and the next steps towards the resolution. We spoke with the customer again today to reiterate the steps that we are taking towards resolving their service request.

  Customer Answer

  Date: 15/07/2023

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

   

  I was contacted by a manager from Zucora this week and I was told that they are working with **** *** and the manufacturer of the couch and the loveseat to find a resolution to the problem.  According to the manager, I should hear back from him early this upcoming week. I will not close the complaint until a resolution is reached that I am satisfied with.  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/07/2023

  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 submitted an initial claim to Zucora in May in order to get my sofa broke leather fixed as it is still within the 7 years protection plan. Before submitting the email I called them so many times but never got any response.
  They emailed me asked the reason I said one part due to moving but other three parts are just under normal use. They said the broken leather due to moving are not covered but I responded to them asked other parts which are due to normal use may be caused by ware and tear, but since then never got response at all. I followed up with them several times and they never responded to my email. Called the phone number never got answered. This is absolute criminal behavior and a scam!

  Business Response

  Date: 04/07/2023

  Thank you for forwarding the information.  The file will be reviewed and we will follow up with the customer.

• Initial Complaint

  Date:29/06/2023

  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 couch set at ***** store I have 4 yrs warranty. The couch is broke and I almost get injured. They do not want to change it. I think the couch was made with rotten wood. I am scared that I will get hurt please help me to get justice. I send you the picture of the broken couch. I really need your help.

  Business Response

  Date: 29/06/2023

  We communicated with the customer and confirmed the steps taken towards the resolution of the service request. All the necessary documentation was provided to the customer.

• Initial Complaint

  Date:23/06/2023

  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.

  Purchased in January 2021
  Total paid $2600.00 for sectional plus an extra console, warranty and taxes
  Extended warranty coverage for Sectional
  company not covering Warranty for anything
  The business has never covered anything since the sectional was purchased
  
  I WANT MY SECTIONAL WITH CONSOLE REPLACED

  Business Response

  Date: 23/06/2023

  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 next steps taken towards a resolution.

• Initial Complaint

  Date:05/06/2023

  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.

  We purchased a leather sectional, and filed a claim through the warranty provided by Zucora in November of 2022. We had since sent multiple requests and attempts to contact, however they did not respond until March / April. The technician recommended that the part of the sectional which is damaged be replaced.
  
  Even through multiple attempts at contact, the company refuses to replace the part, and instead wants to repair it. We reluctantly agreed, and once again they have not responded or sent anyone out.
  
  This has been so dragged out to the point we cannot sit on the couch, as it causes physical pain to our body, due to the negligence of the company for not honouring the warranty in which they sold.

  Business Response

  Date: 05/06/2023

  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 next steps taken towards a resolution following the steps of their service plan.
  
  

• Initial Complaint

  Date:30/05/2023

  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.

  Zucora home is a mattress warranty insurance company that accepted my money on my king mattress. I called to let them know there is a stain and they need to send a technician to come and clean the mattress. they sent in-home service to come and clean my mattress January 2, 2023 and it was very clear that it was not cleaned even before the technician left my premises. I then waited for it to dry and called again and said I need them to come back a second time to clean the mattress because it’s still not cleaned from the original time they cleaned it. They requested I sent pictures of the stain and then it took them a long time for them to finally send a service request for a technician to come and clean the stain a second time. They then sent a technician to come April 17, 2023. and when the technician came April 17, 2023 it was very clear that the stain was not cleaned at all and still remained. The technician acknowledged that he tried his best to remove the stain but that there is still a stain. He said he would definitely report it back that the stain did not come out either then had to call Zucora home many multiple times probably over a dozen times to follow up on them to acknowledge that the stain is still there and has not been properly removed. They first put me in touch with someone named Patrick who said he would see that he gets back to me and see through my file till the very end . Needless to say, Patrick never returned my call I then had to call again and then I was assigned Liam who would stay with my file and see it through to the very end. Liam said he would call me at the very latest by May 18, 2023 to follow up with me and let me know what’s happening. Needless to say I did not get a call. I then called yet again and now was assigned to Hillary who would see my file through to the very end and said she would call me daily at this point because at this point all they’re waiting for is one piece of information from Sleep Country they received everything else from Sleep Country already. They already knew what Mattress I had and all the details. They just need one last piece of information should be resolved very shortly and she would be in touch. Needless to say I had to call Yad again on May 29, 2023 and spoke to Margaret in the meantime another mattress cleaning service technician company called me and said we were order to come clean your mattress. When I spoke to Zucora home through Margaret, I told her very clearly. This is unacceptable to have gone for months and months and months and you clearly said the mattress would be replaced and you just needed one more piece of information from Sleep Country in order to start the replacement process and then to get a call to say you need to attempt to clean my mattress a third time is an acceptable. They had no problem, excepting my money for the warranty and take no responsibility and living up to their warranty and replacing the mattress. Would not recommend this company ever to anyone as they give you the hardest time in dealing with warranty issues.

  Business Response

  Date: 31/05/2023

  We discussed with the customer yesterday to address their concerns over the service request as well as to provide the next steps towards resolution.

  Customer Answer

  Date: 05/06/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  When I called originally to say that the stain was not cleaned properly, your team had no issues sending someone back to clean mattress and did not notify me if any time limitations or anything. It took your team weeks to look at the pictures that I sent that showed the stain remained after I placed calls following up and then to make an appointment to send a technician. I also asked for a different technician to be sent and you refused to do that as well. I am being punished because of your team’s incompetence? It is many month’s from original stain to this point. You do not back up your warranty and conveniently change rules to suit you.
  
  Sincerely,
  
  
  ******* ********

  Business Response

  Date: 07/06/2023

  We assisted the customer based on the terms and conditions of their service plan and we issued a reselection authorization to replace their mattress on June 5th.

  Customer Answer

  Date: 07/06/2023

   
  
  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:30/05/2023

  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.

  This incident took place at my house on Friday, May 26, 2023 by a Zucora technical representative.
  
  I have a 5-year warranty on Zucora furniture and after 3 different Zucora technicians came to check for the issue, we are still unclear as to what the resolution is.
  
  The third technician who came to my house on Friday got very upset when I asked him why it is taking so many technicians to come and check for the issue. He lowered his facemask, got really close to me and pointed his fingers to his eyes asking me, "Is this the face you saw the past 2 times?" in a very angry voice. Mind you, I have a registered daycare and this was infront of all the children.
  
  I then wrote a review on ****** sharing my frustrationg since I am never able to reach a representative on the phone (seems like a common problem across the board) and the Zucora Ombudsman called me to say, "if you don't remove your review, we will not come to your house to check the issue". I told him to come and check it first, and then I will remove the review. The Zucora Ombudsman refused that offer.
  
  ***** ***** * **** **** ****** ** ***** **** *** ****** ** **** ********* ***** *** ** ** ***** ** ** ***. This is absolute unacceptable behaviour from a furniture manufacturer that claims to care about its customers. I have never witnessed such unprofessionalism.
  
  Safe to say, I will never be purchasing Zucora home again.

  Business Response

  Date: 31/05/2023

  We discussed with the customer on May 26th and clarified that the issue they reported is not covered by the service plan that was purchased and offered a courtesy resolution which was refused by the customer. We left a voicemail for the customer today to further discuss both current and new concerns relating to her experience and the plan purchased.

  Customer Answer

  Date: 05/06/2023

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

  It is inaccurate and falsified. I am going to be speaking to the business head office.

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

  Business Response

  Date: 07/06/2023

  We discussed with the customer on May 26th and clarified that the issue they reported is not covered by the service plan that was purchased and offered a courtesy resolution which was refused by the customer. We left a voicemail for the customer on May 31st to further discuss both current and new concerns relating to her experience and the plan purchased. We spoke with the customer today and reiterated the resolution that we can provide as a goodwill gesture. The customer indicated they were satisfied with the resolution option.

• Initial Complaint

  Date:25/05/2023

  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 two sofas from Leon’s in Burlington in Nov 2020 and it was delivered March 2021. The first two repairs to one sofa were completed by Leon’s. Just after the 12 month warranty expired, March 2022, the centre seat collapsed, I contacted Leon’s to report the issue but they instead pointed me to Zuccora. I contacted Zuccora and they sent out a technician. The technician repaired the seat and the riches was closed. In Feb/March 2023 the same seat collapsed again and upon inspection the repair by Zuccora failed. I contacted Zuccora again and they sent out a technician who declared the sofa beyond repair and sent a report back recommending replacement. I waited over 30 days for a response from Zuccora who on May 17 2023, declined the claim based on some technicality that I was over 21 days between the issue and when I reported it. I was completely unaware of this as Leon’s failed to tell me about the extended warranty being supplied by Zuccora and I did not receive any documentation outlining the warranty. As far as I knew at the time of purchase, the sofas were warrantied for 10 year. I assumed that Leon’s was to support the warranty. I am very angry that Zuccora is reneging on their warranty especially as it is their technicians repair that failed.

  Business Response

  Date: 25/05/2023

  We communicated with the customer last week to let them know that while the issue they reported is not covered under the service plan, we were working with the retailer to assist the customer as a courtesy. We spoke with the customer again this morning to reiterate the next steps towards a resolution.

  Customer Answer

  Date: 26/05/2023

  
  
  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:19/05/2023

  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 submitted an initial claim to Zucora in October in order to get a couch cushion cleaned. I never received a response. I followed up with them several times and they told me they would be scheduling a couch cleaning. I never heard from them. I eventually got in touch with their chatbot who told me they could not schedule the cleaning because it had been too long so they would need to replace the cushions. The replacements were never sent. I eventually had to pay to get the couch cleaned myself. I filed a new request in May. Again, I never heard from them. I reached out to them and they told me the stains look like they have accumulated so there is nothing they can do. This is absolute criminal behavior.

  Business Response

  Date: 23/05/2023

  We attempted to reach the customer to discuss the concerns with the furniture and the plan coverage. We left a voice message explaining 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 a possible resolution through the retailer.