Complaints

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

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  Tepperman's (Windsor)

  2595 Ouellette Avenue Windsor, ON N8X 4V8

  
• 

  Tepperman's (Kitchener)

  1415 Huron Rd Kitchener, ON N2R 0L3

  

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: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.

  Tepperman’s Windsor
  Customer care manager *****
  Finding every excuse to not replace/fix on my damaged ottoman

  

  Business Response

  Date: 03/01/2023

  Hello!  This is not covered under warranty, as the pet urine has compromised the structure of the ottoman.  As well, it was advised that Mr. sat on it.  As explained, ottomans are not built for full body weight and is meant for the legs and feet.  Because of these reasons, the claim was denied, as the manufacturer does not give warranty for pet or customer caused issues.

  Thank you!

  Customer Answer

  Date: 04/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  as I explained to them the wet doesn’t compromised the structure of the ottoman . It’s made by leather and that little wet mark is not going to go through the leather . It’s common sense.if you are saying that this ottoman isn’t build for full body weight , of a what ? Adult? Kid ? A pet ? A baby weight 20lbs is also called a “full body weight” . Do you mean that if my baby is crawling on the ottoman is going to break the furniture too? How poor the quality is ! Oh by the way . I simply ******* to see if you can sit on an ottoman , and it says ottomans tend to be built to withstand the weight of someone sitting on them, which means they can also work as extra seating in your home. common sense again . Please provide me any of the legal documents saying that your ottoman is not build for sitting. 
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 05/01/2023

  Hello, and thank you for taking our call today.

  As mentioned, we are requesting additional photos of the interior of the ottoman.   Once we receive the photos/video, we will review further before coming to a final conclusion. 

  Regards, 

  Joni 

• Initial Complaint

  Date:29/11/2022

  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.

  We just went in & purchased a couch that cost around $5000 as well as a fabric protection plan. In store, the display model that we were shown looked immaculate, no flaws. We got the couch home & within 2 weeks the fabric starting fraying/pllling TERRIBLY anywhere that we sat. Its so bad that the brand new couch already looks like a 10 YEAR old raggity thrift store buy. We contacted Teppermans to exchange or return it as the quality between the display model & what we have received are completely unmatched. We submitted several photos to show how terrible it looks & we were told to go buy a fabric shaver & shave the couch. However, we had already done that prior to even contacting them with this issue & shaving it did not help much, if at all as it only lasted until we sat on the couch again.
  The floor model of the couch that we were shown had zero signs of wear/ pilling/fraying & still looks immaculate in comparison to the couch that we received.
  We were not told upon purchasing it that our brand new $5000 couch was going to require daily maintenance such as shaving or that it would even fray at all & had we been told that or had there been any type of indication that it would wear & fray so terribly after only 2 weeks then we NEVER would've purchased it! Definitley not at $5000!
  We would like it exchanged, repaired or replaced as we, like anyone else had expected to recieve a quality item like the one we were shown & sold on. At the very least they could even pretend like they care! Instead the claims agent basically blew us off saying "sorry, nothing we can do"
  We just spent over $10000 & 1/2 of that was a faulty, fraying, product that does not match the display quality. At this point we'd rather even take the floor model display that thousands of people have sat on instead of the faulty disappointing version of it that we received. We aren't asking for a discount! We just want them to be fair & provide the same quality product that we were sold & are paying for.

  

  Business Response

  Date: 29/11/2022

  Hello, 

  As per the conversation that was had between Mr. ******** and Customer Care pilling is not covered under the warranty. Pilling is common in this set and can be taken care of with a fabric shaver. This is normal maintenance for this product. Over time this will stop as it is the loose fibers coming out of the fabric.  

  Thank you,

• Initial Complaint

  Date:23/09/2022

  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.

  This is the second complaint I've made regarding the same fridge.....We purchased a fridge from Teppermans in 2020, but the fridge has **opped working and required a technician 3 times on different occasions throughout the time of purchase in 2020. I begged Teppermans to please replace the fridge after the second occurrence if they could replace or refund the fridge as it seemed like the fridge was a "lemon" at that point we had lo** thousands of dollars in food. Teppermans refused and had the fridge repaired again and offered a 5-year extended warranty. In Augu** 2022, the freezer **opped working. I reached out to Teppermans and they sent a third technician out to repair the freezer. The technician came out to take a look at the freezer, assessed the problem and said he would return within a couple of weeks with the parts needed. An hour after the technician left, we smelled burning coming from the freezer (the fridge was **ill working so we had it plugged in and were not advised to unplug the fridge as only the freezer wasn't working) my husband opened the freezer and there was gray smoke and a putrid smell of burning rubber coming from the inside of the freezer. I notified Teppermans and their solution is to **ill have the fridge repaired. I fear for our safety that the fridge is deemed unsafe. If we were not home after the technician left and we did not thankfully smell the burning rubber coming from the freezer it could have ended a lot worse, maybe in death.
  Please help us with this situation. Teppermans has not been cooperative in returning my calls or finding a solution. I have lo** sleep, missed work and this has taken a toll on my and my family's mental health

  

  Business Response

  Date: 23/09/2022

  Hello!  We are sorry for everything that has happened.  The manufacturer holds the warranty and they have sent out technicians to you.  Our technicians are not licensed to work on appliances, therefore it has to be the manufacturer to handle all appliance issues within the fir** year warranty.  We do have a file open and we have reached out to the manufacturer on your behalf to see if they will approve a return for you.  We are currently waiting to hear back from them and when we do, we will be in touch.  Thank you!

  

  Business Response

  Date: 26/09/2022

  Hello!  We are in contact with the the extended warranty to see if they will approve a return authorization. We will need the approval sent over to us for either a replacement or a return.  We will be in contact once we do hear from them.  We appreciate your patience and are working on a resolution for you.  Thank you!

  Customer Answer

  Date: 27/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Teppermans is responsible for the refund/return and this should not be outsourced through a third party extended warranty. This fridge  was defective 6- months after we purchased it and should have been replaced by Teppermans then. In the two years since we purchased the fridge it has been need of repair and not working on 3-seperate occasions. Please keep in mind the freezer was smoking and smelled of burnt rubber after the technician left the la** time - we do not feel safe with the appliance being repaired. 
  
  
  
  Sincerely,
  
  
  
  **** *** **.*******

• Initial Complaint

  Date:06/09/2022

  Type:Order 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.

  On September 25, 2019, I purchased a ****** 5.5 CU FT steam HE washer. Model #**********, serial #********* from Tepperman’s (Windsor). The additional warranty was purchased at, and paid to Tepperman’s (Windsor) for an additional $329.95. They have employed The ****** group as their warranty company. In January 2022 the machine began to malfunction. I called Tepperman’s and was connected with The ****** group. A claim was started #******** with The ****** group. Within the following week, a service technician assessed the machine and determined a part was needed. At this time, the part was on back order. Over the next 3 months no contact was made by Tepperman’s, The ****** group, or the technician. On April 8, 2022, another call was placed to The ****** group regarding the washing machine. At this time I was told the part was still on back order. In June 2022, a 3rd call was made to The ****** group. The part was still reported to be on back order. At this time, my family of 4 has been without a functioning washer for 5 months. On August 11, 2022 I again contacted The ****** Group. I was told the part was on back order. I asked to speak to a manager, this was refused to me. (Refusal to speak to a supervisor or manager has been refused to me on multiple occasions.) Another person spoke with me and said that the part was no longer on back order and would be in soon. I received an email stating so on the same day. I also contacted Tepperman’s again to report the ongoing situation between myself and their warranty company. I was told that it would be looked into. I received and email from *********, who were contacted by Tepperman’s that stated the exact same information as The ****** group. That the part was no longer on back order. I contacted Tepperman’s again and stated that I already knew that the part was in, but at this point have been without a washer for 7 months. I was told they would follow up. That was on August 29, 2022. It is September 3, 2022, with nothin

  

  Business Response

  Date: 06/09/2022

  Hello **** and *******
  
  We do apologize and understand that this is very frustrating.  While you are currently within the extended warranty, we at Tepperman's are doing everything we can to advocate on your behalf to see that this is resolved as soon as possible.  We have a file opened on our end to keep track of this, and will reach out to you the moment we have an update.  Your continued patience is much appreciated.

  Customer Answer

  Date: 06/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told many times that they appreciate my patience, and will look into this on my behalf. Each time I have been told this, it is me that has had to call back, only to receive the same response regarding looking into the situation. At no time has anyone brought this to the attention of a manager. I am connected to the same department. It was only after I requested a manager, which I had to ask for several times, that I was able to speak to one. This should have been escalated by Tepperman’s, and not only done when requested by the customer. Once connected with Janine, the response was exactly the same.  Everyone says the same things, they have never heard of anyone waiting 8 months for a part, and they would be angry too, and they appreciate my patience. Which was included in their response to the BBB. I last spoke with Tepperman’s on the same day as I filed this complaint. They have not contacted me, however they have submitted a response to the BBB. These are repeated messages stating the same thing, with no follow up. I’m looking for a result, either a repaired machine or a replacement. I feel that I have been above and far beyond with my patience regarding a back ordered part, and now available but not received part. So no, I do not accept the response. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 08/09/2022

  We do understand the frustrations and have reached out to W3 and their managers asking they update us asap. Once they have replied we will follow up with customer ********. 

• Initial Complaint

  Date:26/08/2022

  Type:Sales and Advertising 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 this on my phone. Hey *****, congrats on paying off your credit at Teppermans! To say thanks, use code this month to get $100! Click here or visit in-store & show them this text. I found what I wanted at the Anex. It was a high boy priced at $239.00. I thought that with the $100.00 off, I would get a good deal.
  **** *** ** ** * **** *** ** ************** *** ** ****** **** ****** ** ******* *** ** ******* **** ****** ** *** ** **** ***** ***** ** *** ******* * ******* **** *** ****** **** ** *** **** **** *** ********* **** ******* **** ********* *** * **** ****** *** * ***** *** ***** *** * ******* **** * ****** *** * ******* ******** *** ** ******* **** * ****** **** ** *** *** **** * ****** **** *********** *** ** **** ** **** **** ** *** * **** *** * ******* * **** ** ******** ** ******* *** **** *** ** **** ** **** ** ******** *** *** ***** *** ***** ****** ** **** **** 
  Anyhow,
  I got the paper of the cost of the dresser with taxes and took it to the cashier. I showed her the text I got from you's regarding my $100.00. She took it to the back and came back and told me I can't use it... that my purchase needs to $390 or more. I told her it doesn't say that. Why wouldn't they say that.
  I told her I didn't want it than. She said ok. ** * *** ******* ***** * ***** *** * ******** ********* ***** * ******* *** ** *** I went back and asked for the manager. A guy came out, I told him that the difference between what I needed to spend was only $20.00 and if he could honour it? He said, actually, it is $70.00 difference, and you cannot purchase form the Anex.
  I walked away.
  I work hard to keep my purchases paid when I am supposed to.
  I would really like to purchase this dresser, just this one time at the price it says with the $100.00 discount.
  No extra payments and, not allowed to buy at....as it was not on the information I received.
  Please honuor this old tired caring grandmother!
  Thanks

  

  Business Response

  Date: 26/08/2022

  Good Morning

  
  Thank you for reaching out to us.  We did review the text that was sent, and at the bottom, it says as follows:
  
  *$100.00 off on purchases of $298 and over before taxes in any Tepperman's store or online at teppermans.com. 
  No cash value, cannot be combined with $25 email sign up offer. Credit Pay Off Bonus Offer
   not valid on previous purchases, power price & Outlet products. 
  
  
  As a 1-time courtesy, we will process a $75 giftcard that can be applied towards this purchase.  This is something that is sent in the mail, so it may take some time to reach you.  Let us know if you have any other questions.
  

  
  

• Initial Complaint

  Date:18/08/2022

  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.

  Hello,
  I purchased a bed frame from Teppermans on February 5th 2022. It was delivered to me March 9th 2022 and completely fell apart only a couple weeks later to the point it is unusable. I believe it was April 27th when I contacted Teppermans. They stated they would replace the wooden slats for the bed as part of our warranty. Since then, we have contaced them multiple times trying to get a date for when we will receive these parts. As of today, they still have not even received the parts from the manufacturer. It has been almost been 7 months since I purchased the bed, a bed frame which I have been unable to use, and 4-5 months since we were told we would receive the parts. We still have not even received a timeline as to when they will arrive, first it was 2 weeks then 4 then 6, now it is whenever they arrive. We have attempted to return the bed so we can purchase another. They refused. We asked to switch out our bed for another model. They refused. They have not provided us with a solution other than waiting for these parts as we "have to give them a chance to make this right." My partner and I both work 12 hours shifts, my partner is pregnant and we have been sleeping on the floor because Teppermans has not provided us with an alternative. We would like to either be provided with these parts immediately as we have already given then many months to "make this right" or given the chance to return our item so we can go elsewhere. It is not fair to us that we have been given no options. We are paying $3000 for a frame we have not even been able to use.
  Thank you.

  

  Business Response

  Date: 18/08/2022

  Reviewed the file and part has been on order since April. We will look into options beyond the wait on parts. Attempted to call the customer just now *** ******** but message noted "****** wireless customer has not initialized the voicemail" I will call tomorrow morning Aug 19th and discuss newer options. 

• Initial Complaint

  Date:18/08/2022

  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 am writing this to lodge an official complaint on the quality of your products
  
  I purchased a ******** recliner on March 26 2022 along with other furniture. This recliner was out of stock according to the invoice I was presented with but it was delivered surprisingly with the other items on April 12 2022 (something tells me I got the floor model not a brand new piece!, which now would not surprise me one bit) and it would explain some of my issue
  
  The issue is that a $1300.00 piece of furniture's material is "breaking down" and creating a very unsightly mess in the way of "pilling" After 4 months I would not expect nor ever want such a product in my home. After numerous calls and a total waste of a day because your system is faulty by not notifying me as to when I would get a technician to my home -- he actually came after 3:00 pm which made me waste a whole day I could have been doing something else.
  
  He took pictures of this defect and then he began to "shave" the pilling off the material. During his stay he even said this shouldn't happen so soon, but i am positive that didn't make in into his report!!!!
  
  The next day (today) a customer service "manager" told me that this is quite normal and nothing else will be done regarding this issue
  
  THAT IS NOT ACCEPTABLE!! I AM NOT PUTTING UP WITH HAVING TO SHAVE MY FURNITURE BECAUSE YOU SELL **** QUALITY AS I HAVE OTHER ******** PRODUCTS IN MY HOME AND NONE HAVE SHOW ANY INDICATION OF HAVING THIS OUTRAGEOUS ISSUE!!
  
  I expect an opportunity to obtain another style of chair with non pilling material or more to the point remove this piece of ******* from my home and remove the charge from our account
  
  By the way, I see where you attitude toward customer service is if i have to wait for a senior manager 24-48 hours to get back to me -- I feel so wanted as a customer
  
  James Waring
  110-200 Manning Rd
  Tecumseh ON
  N8N 0A8
  jameswaring48yahoo.ca
  226-280-3064

  

  Business Response

  Date: 18/08/2022

  Thank you for reaching out to us.

  As previously mentioned, pilling is not considered a warranty issue, or defect. Below is a link provided from the manufacturer about this:

  https://furnitureacademy.com/fabric-pilling-causes-treatment-prevention/

  Per the notes in the file, Mrs has already come into the store, and accepted the reselect with restocking fee.

  If there are any other questions or concerns, please have the account holder reach out to us to discuss further.

  Regards,