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:16/02/2023

  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 purchased a 5 yeR warranty with the zucora company on my couch the warranty is valid till 2024 the first time it had a tare they would fix it because it was the netting whatever that means since then a spring has popped out and there is another tare in the cushion the warranty says it covers any rips, tares ect. It doesn't say that it is limited to certain things the service person was rude and the manager was rude they think because I am a woman they can screw me over not happening either they fix it, replace it, or repair it asap .

  Business Response

  Date: 16/02/2023

  We attempted to reach the customer to discuss the concerns with the furniture and the plan coverage. We sent an email and asked that the customer calls us to discuss the service request.

  Business Response

  Date: 21/02/2023

  We discussed with the customer the concerns with the service request and the details of the plan coverage and came to an agreement on the next step towards the resolution.

  Customer Answer

  Date: 21/02/2023

  Complaint: ********

  
  

  I am rejecting this response because: They have been terrible for 5 years they make there own rules and just take your money now they have pawned me off on ****** for reimbursement I believe I am entitled to the cost of the couch and warranty that they failed to provide and it's not the first time. 

  
  

  Sincerely,

  
  

  **** ******

• Initial Complaint

  Date:06/02/2023

  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.

  Zucora home is an insurance that should provide warranty coverage for my damaged coaches ( two of them).
  They were happy to take my money , yet when it is time for the warranty they would start washing up their hands from any responsibility to provide the warranty that they have had collected the funds for…
  I believe I was scammed into buying their coverage that would not be honoured.
  I will warn anyone I know of such company and their affiliates **** furniture.

  Business Response

  Date: 06/02/2023

  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:01/02/2023

  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.

   

  My wife and I purchased $12,000 worth of furniture from ** * *** Canada in Burlington Ontario. The furniture was first delivered in January of 2022. The furniture consisted of a sideboard, sofa dining table and four chairs. We did not accept delivery of the chairs or the sideboard due to damage already obvious on backs of the chairs and the doors on the sideboard. The delivery people made a call and took a picture of the damage. They were told to leave all of the furniture and the damage pieces would be replaced with new ones when the new furniture arrived at their warehouse. I left out the most important thing! We also purchased a protection package that was supposed to cover all the furniture against nearly every conceivable situation that could befall a piece of furniture. We then received the replacement chairs in approximately November of 2022. The back of the woven chairs started to wear from the week. We contacted our sales person and she forwarded an email describing our problem. The email was sent to **** ******* of their customer service group. He in formed us that he was not prepared to do anything and that the protection package we had purchased in good faith did not apply to the chairs we purchased and that he may be able to offer us a small discount on the price of the package, which was $700 by the way. We would like you to attempt to broker a deal between us and ** * ***. If they can’t repair them we should be able to workout a deal to exchange them for a different chair in the same style without the woven back . We don’t expect anything for nothing but Mr ******* refused to even discuss it! I hope there is something that can be done. In addition to this we have since learned that a company named Zucora home is the company that actually offers the warranty and they too refuse to do anything about it claiming that “ Wicker” is not covered. They came to this conclusion after consultation with *********** of ** * ***.Thank *** ******* ************

  Business Response

  Date: 01/02/2023

  We spoke with the customer and confirmed that the retailer is in communication to discuss the next steps towards possible resolution. The items in question do not qualiy to have a service plan coverage offered by ZucoraHome.

• Initial Complaint

  Date:30/01/2023

  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 have been waiting for 5 months for a power recliner to be fixed. It was under warranty with Zuccora. Zuccora sent a request to *********** immediately to have parts ordered which *********** acknowledged receipt of. Nothing happened. Repeated calls from me. According to *********** they only received the request on January 11. Zuccora says no to that. No one will take responsibility. No one will provide compensation. Lots of apologies but no action. Lots of implied blame. The chair is unusable as the power cut out when it was in a weird position. I am looking at another two months. I am beyond frustrated. Think twice about dealing with either of these companies.

  Customer Answer

  Date: 30/01/2023

   filed two complaints today for  Zuccora. I also made two bad ****** reviews. They have already been in touch with me with a resolution. It should never have gone this far. ** *** ***** *** * ******** *** *********** ****** ** ********

• Initial Complaint

  Date:03/01/2023

  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 am filing a complaint against Zicoura Inc.
  
  1. I purchased insurance for a sofa unit that was purchased from ******
  
  2. 2022 May the sofa started having issues, we contacted Zicoura and they told us that they would send a technician out to repair the unit.
  
  3. It took a couple of weeks before the technician came to our residence. Upon his arrival he came to make an assessment and to see the best course of action to repair the unit. After his assessment, he made a list of the parts needed and he told us that he will report the parts needed to Zicoura.
  
  4. We then contacted Zicoura for yet another time by phone and reported that the problem has not been resolved, then a few weeks a technician was dispatched to repair the unit. Upon the technicians arrival, we discovered it was the same technician who had previously came and did the unit initial assessment, and then he told us that they had given him the incorrect parts to rectify or repair the unit sofa unit. So the unit is still is not repaired and due to repairs not being made its getting worse. Up until this time we have not heard from Zicoura in regards to a resolution.
  
  5. We are very frustrated to be paying for a policy for the sofa unit and have been waiting for a resolution since May 2022. At this point we need a replacement or full refund resolutions in a timely manner.
  
  Thank you Kindly.

  Business Response

  Date: 04/01/2023

  We spoke to the customer and provided the information needed as well as next steps to have the concerns with the furniture addressed in accordance with the service plan.

• Initial Complaint

  Date:03/01/2023

  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.

  I paid approx $1200 plus a warranty for a couch. My order number is *******. After minimal use and approximately 6 months the couch’s springs are poking through the fabric. The fabric is horribly stretched and visibly ugly. The bottom bed of the couch is broken and misaligned. The seating part is so warped and destroyed that you cannot sit on it. The couch is a mess. I tried going through the warranty and they sent a service tech out and said that it’s considered normal wear and tear. This couch is in throw out condition. That is untrue. I asked for their legal department as I wanted to pursue this further and they said they would have a superviser call me back but no one ever did.

  Business Response

  Date: 04/01/2023

  We attempted to reach the customer to discuss the concerns with the furniture and the plan coverage. We tried to reach the customer by phone and we sent an email for the customer to call us back.

• Initial Complaint

  Date:13/12/2022

  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.

  We purchased living room furniture from ****** that was delivered in Feb 2021, and we purchased the extended warranty. It was repaired through Leon's on two separate occasions for the stitching on the sofa and chair that unraveled. The second time the Repair Technician came to our home in Dec 2021, he said he was going to order a new cushion for the centre of the sofa, and repair the stitching on the other part of the sofa at the same time he installed the new cushion. We hadn't heard anything back after several months, which we assumed was due to COVID and the supply chain issues since the cushion was coming from China, but when I called Leon's back they said that they were not going to replace it. After some back and forth, they agreed to at least repair the stitching and said the claim was transferred to Zucora (#****************). Since December 2021, I have sent emails every month since I have not been able to get through to anyone over the phone. The last communication I had was in November when I was advised via email that their technician didn't have our contact information which I promptly provided, even though it is on all the warranty documentation. I feel as though this is a deliberate attempt to 'run out the clock' on the claim since the warranty is about to expire. I am simply asking for the warranty service that I paid for and to have the stitching repaired, or Leon's/Zucora can reimburse the $250 warranty fee if they are no longer interested in providing the service.

  Business Response

  Date: 14/12/2022

  We communicated with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. However, we are assisting the customer as a courtesy. 

  Customer Answer

  Date: 17/12/2022

  
  
  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. I received a prompt call from Zucora ensuring that the technician would be in touch to arrange an appointment, but I have not been contacted as yet after 4 business days. I am concerned that Zucora now claims that the damage was caused by a pet, but they are willing to cover it anyway as a 'courtesy'. This is obviously not the case; any cat owner can attest that they're not considerate enough to contain their scratching to a single row of stitching as seen in the photo. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/12/2022

  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 purchased furniture from ********** in London back on June 11th 2012. We paid to have the **** seal corporation extended plan. If not used we were to obtain our money back. After multiple attempts we were informed by ********** that the company is no longer in business and the plans/refunds are now serviced through zucora homes.
  I emailed them august 31st 2022 and they emailed back asking for certain documentation that I sent sept 1st 2022. I have since emailed multiple times referencing case # 7509583 and no response. I have called multiple times and have waited for over an hour on hold and no response. Terrible customer service. Seems like they are trying to wait me out so they don't have to pay back the reimbursement.

  Business Response

  Date: 07/12/2022

  We have left a voicemail with our customer today and indicated the next steps towards a resolution.

  Customer Answer

  Date: 08/12/2022

  
  
  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:06/12/2022

  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.

  We purchased a couch from ******. The couch broke and was covered under this company’s warranty. We had the assessment done, and were told by the company that they needed to wait to hear from the manufacturer to see about parts. Many calls came from us, to be told the same thing: they had no answer. This took them 8 months of us pestering them. Finally after showing some frustration, they gave us an answer: the manufacturer didn’t have the part, so we would be issued a credit. We’ve had problems with the credit, called back multiple times to be told “we will get _____ to call you back later today.” And no one ever calls. So we spend hours on hold. This company isn’t willing to work with the customers and isn’t reliable in filling their warranties and communicating with their customers. They aren’t fulfilling their obligations to respond to customer concerns and it feels like we have purchased warranty from a company that has basically just stolen our money out of refusal to communicate and keep their word.

  Business Response

  Date: 07/12/2022

  We contacted the customer and provided the resolution in accordance with the service plan coverage. The customer confirmed receipt of our last communication.

• Initial Complaint

  Date:30/11/2022

  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 an extended warranty (#********) through ZucaroHome for my ** Stove, model *** ******, warranty expires on Feb/24 . On Sept. 17/22 the stove stopped working, contacted ZucaroHome, they confirmed warranty info and sent a technician to my home. Tech confirmed a part needed to be replaced. Part was ordered. After several weeks without contact, I contacted the company, was told "part was on order", several more weeks passed, again called the Co. Told again "part on order" and "can't get hold of technician." Began phoning weekly and now daily. Always same responses. Got hold of the technician myself on first attempt, he shared email from the company that stated the part order was cancelled on Oct. 12. It is now Nov.28/22 and still don't have stove repaired. When contacting the company, rarely speak to the same person twice. Service # *******. Need stove repaired or replaced ASAP.

  Business Response

  Date: 30/11/2022

  We have communicated with our customer today and discussed the next steps towards a resolution.

  Business Response

  Date: 08/12/2022

  As per our last conversation with the customer on December 2th, the customer is aware that parts have been ordered to resolve the service request. The customer has my contact information should they have additional concerns regarding the service request.

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My response is that I spoke to ***** On Dec. 9.  ***** confirmed that part was still on order (I am always told that) & that it was coming by ship etc.)  He also stated that he had never cancelled the order the first time.  I was informed that he had from the technician in October.  Thank you.  ***** ******
  
  
  
  Sincerely,
  
  
  
  ***** ******