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:17/11/2022

  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.

  Contacted Zucora to have an under extended warranty chair repaired. Explained to them that this issue had occured before, they had fixed the issue, and now it is occuring again.
  They sent out a tech who informed me he had no idea how to fix it, and would be advising them a replacement might be required
  
  Recevied an email from them citing that I took too long to report the issue, and thus it wasn't covered. Not being sure why they thought it took too long to report, I informed them that perhaps their person misunderstood when I told them the issue occured more than a year ago, and they fixed it then. This received no response.
  
  I then received an email from someone else citing it wasn't covered under the terms of their brochure. He then quoted the brochure, but added verbage that isn't in the brochure I have a copy of. I informed them of this and did not hear back.
  
  I then conacted them again, told them that they repaired it, the repair is faulty, it is still under warranty, they should repair it again. I did not hear back from them.
  
  I have sense followed up twice more, with no response.

  Business Response

  Date: 17/11/2022

  We reached out to the customer and reviewed the coverage of the service plan that was purchased. We provided the information needed as well as the next steps to have the concerns with the furniture addressed should the issue fall under the service coverage.

• Initial Complaint

  Date:11/11/2022

  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.

  Furniture that I had purchased from ****** were built by ZucoraHome. They also are the company responsible for fulfilling warranties. I have been asking ZucoraHome to fix both couches purchased for defects for over two years. The initial complaint was filed within the warranty period which led to Zucora sending a representative to asses the issue. They later confirmed that this problem was covered by their warranty and asked me to provide proof of purchase to speed up their process which I did. Since then they have refused to answer emails or phone calls while remaining silent on any expectation for repairs. I have concerns that they routinely abandon their warranty obligations on a regular basis and that I am not the only person that this has happened to. I would like assistance in getting my defective furniture repaired. In addition to this, ****** has also refused to help with any of this process which furthers my disappointment.

  Business Response

  Date: 11/11/2022

  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.

  Customer Answer

  Date: 16/11/2022

  
  
  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. They have since sent a technician to repair the furniture in question, thank you for all your help.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:26/10/2022

  Type:Customer Service 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 faux leather power lift recliner from ****** February 20, 2020.
  August 26, 2022 called Zucora regarding a tear on the back of the chair that was accidentally caused by a towel being pulled off.
  Spoke to and sent picture to ******* who said they would review and get back to me. No one did.
  September 16 - called again and spoke to ***** who said it looked like peeling and that my claim was denied. Told him that it was an accidental tear not peeling so he said someone would get back to me. No one did.
  September 22 - called again and spoke to **** who said they didn’t know how it happened and claim was denied. Told him I wanted a technician to look at my chair as they had all that information. Said he could arrange that and he would send me an email to that effect - no emails or phone calls.
  September 30 - called and spoke to Bilany at 10:20 am and explained my situation and frustration. At 5:15pm that same day a technician arrived at my home. (Excellent customer service from this person).
  Gary (technician) looked at chair and took a picture and said he would send his report to Zucora.
  October 12. - Rachel sent an email saying claim was denied because the service plan I purchased from ****** did not cover ‘this type of situation’ but they ‘would be pleased’ to refer a technician, at my expense, if I wished to proceed.
  The Premium Complete coverage that I purchased from ****** covers ‘5 year accidental damage coverage which includes rips, tears, punctures and burns’.
  I emailed them the same day requesting a referral of a technician in my area.
  October 25 - they have not even had the common courtesy to get back to me with that information.
  I have had nothing but excuses, lip service and a runaround dealing with this company.

  Business Response

  Date: 26/10/2022

  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 a satisfactory resolution.

  Customer Answer

  Date: 27/10/2022

  
  
  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:19/10/2022

  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 bought a ******* ****** Surround corner sofa from ******* *** ***** Street location in Toronto on September 9, 2016. I paid $9,377.54 (including tax) for the sofa. I was offered a Zucora Home TotalGuard insurance by the The *** sales agent for the sofa, which I also purchased at the same time.
  
  In April 2020 we got a cut on the sofa, which we reported to Zucora immediately. Zucora sent a repairman to look at the sofa, but he said that the sofa cannot be repaired.
  
  After a lot of emails and calls to Zucora (and 2.5 years after the claim was submitted), Zucora finally came back to me on October 4, 2022 with a determination stating that the sofa is not repairable.
  
  In the email from Zucora on October 4, 2022, Zucora said that they have issued a reselection credit towards a purchase of a similar sofa at ******* *** and it will expire in 1 month. However, during the 2.5 years it took for Zucora to sit on the case, ******** *** had stopped carrying ******* ****** products. So I cannot get a similar product at ******** *** any longer.
  
  I responded to Zucora on October 4, 2022 proposing that they pay me a cash compensation of $9,377.54 (original purchase price) so that I can buy a new ******* ****** sofa from another retailed, but they rejected my proposal with an email on October 5, 2022.
  
  On October 5, I sent them another email mentioning that in the brochure that came with the purchase of TotalGuard in 2016, it says "If your product can't be repaired, you will be reimbursed for its full purchase price (including taxes) with a ******** *** gift card". I said in the email that based on the brochure I believe I have the right to at least get a ******** *** gift card of $9,377.54, if they cannot pay a cash compensation.
  
  There has been no responses from Zucora after October 5, 2022; even though I have tried contacting them multiple times.
  
  Zucora Home case ***#: (****************)

  Business Response

  Date: 19/10/2022

  We contacted the customer and discussed the concerns that he has with the authorization issued towards the reselection of his furniture. We also clarified the service plan process of Return Authorization that applies to the Furniture coverage.    
  
  

  Customer Answer

  Date: 20/10/2022

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

  There is nothing new in Zucora’s response and they did not address my concern. 
  
  ******** *** does not carry any longer ******* ****** or similar high-end sofa options in the same price category that would fit in our living room.

  
  At the time of the purchase, I was given a brochure that states that "If your product can't be repaired, you will be reimbursed for its full purchase price (including taxes) with a ******** *** gift card".

  If Zucora would not issue a cash refund, based on the text in the brochure, I should be at least entitled to a gift card for the original purchase price including tax, so that I could use the credit for something else and buy a new ******* ****** sofa from somewhere else.
  
  If Zucora thinks I was given a wrong brochure by ******** ***, I suggest Zucora should contact The *** to agree which entity will take responsibility for the mistake. 

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

  Business Response

  Date: 21/10/2022

  We followed up with the retailer on customer's behalf and a representative from the store will be in touch with the customer to discuss further reselection arrangements.  

  Customer Answer

  Date: 05/11/2022

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

  There is nothing new in Zucora’s response and they did not address my concern or proposed solutions. 
  
  ******** *** does not carry any longer similar high-end leather sofa options in the same price category that would fit in our living room.
  
  At the time of the purchase, I was given a brochure that states that "If your product can't be repaired, you will be reimbursed for its full purchase price (including taxes) with a ******** *** gift card".

  If Zucora would not issue a cash refund, based on the text in the brochure, I should be at least entitled to a gift card for the original purchase price including tax, so that I could use the credit for something else and buy a new sofa from somewhere else.
  
  

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

   

• Initial Complaint

  Date:11/10/2022

  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.

  My wife and i have contacted the company on 2 difference occasions for 2 difference problems. The response time is months .... months. First situation was stains for the couch. We were sold on the insurance for the couch based on we would get cleaning. They sent us stain remover, this was not how it was sold. Secondly, we had a tear along a seem of the couch. We again contacted them 2-3 times and months later we get a response that they do not fix this time of damage. Very curious as to what is actually covered under the insurance and why purchase it. I can take some blame that i guess i have to read 40 pages of fine print but, that is why we have to trust sellers.
  Very disappointed.

  Business Response

  Date: 11/10/2022

  The damages indicated by the customer are not listed as covered under the plan purchased by the customer. 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 possible resolution.

• Initial Complaint

  Date:22/09/2022

  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 warranty on a table set I have three children which placed book bags after school it’s on top of the table ….and when they removed it accidentally scratched in multiple places not done purposely but accidentally …this company refuses to honor their warranty because they said it was misuse when clearly it wasn’t., they seem that to think that there should be only three scratches, considering the rest book bags removed however, multiple scratches because of the bottoms of the bookbags had metal pieces on them that’s causing surface scratches which they are now refusing to fix because they indicate neglect and miss use, when this was not the case., when I asked for a supervisor contact information, they refused. I will be taking this up in small claims court, if need be for principal alone, they are not living up to the warranty purchased, and our subjectively calling their policy holders liars in my opinion.

  Business Response

  Date: 22/09/2022

  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:17/08/2022

  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 a 3pce living room set from leons on ellice ave. feb 25 2018. with that puchase we paid $224.99 for warranty from zucora. about 18 months after purchase we called as the fabric was stretching on the couch. they sent someone out to take pictures, he seemed to think it would be covered. it was denied. aug 2022 i found the pamphlet that states fabric stretching is covered. once again they sent the same person out to take pictures, once again he thought it should be covered. i waited awhile then called to find out what was happening. they were reviewing the problem and asked me to respond to they email. i have since sent 3 or 4 emails which have a been answered by an automatic reply, never by a person answering my questions. i phoned today and was put on hold while they looked at the tech report. i asked what tech report as no one has looked at my furniture except to take pictures on his cell phone. i was then told that it is not covered because it is not structural damage. i believe that fabric stretching is covered. total waste of our money.
  thank you for your time
  julie schmidt

  Business Response

  Date: 17/08/2022

  We communicated with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. However, we discussed other options with the customer and came to an agreement on the acceptable resolution.

  Customer Answer

  Date: 17/08/2022

  
  
  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,
  
  
  
  Julie Schmidt