Complaints

This profile includes complaints for Cost Plus World Market's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cost Plus World Market

  101 Clay St Oakland, CA 94607

• 

  Cost Plus World Market

  200 4th St Oakland, CA 94607-4312

• 

  Cost Plus World Market

  2985 New Center Pt Colorado Springs, CO 80922-2806

• 

  World Market

  15700 Panama City Beach Pkwy Unit 100 Panama City Beach, FL 32413-5432

• 

  Cost Plus World Market

  3301 Menaul Blvd NE Albuquerque, NM 87107

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:09/12/2022

  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.

  Spent $439 on July 4th and $254.99 on July 10th which earned ***** in rewards dollars to use later. I checked my account as I was going to redeem the rewards only to find they had expired. I wrote to them the day after they expired to request a reimbursement of my rewards and received the same can response to email from two different reps ***** and ******. I have requested to hear from a customer service manager and ******* reply was exactly the same as ****** in an email. Penalizing a customer that spends hard earned money at their store is completely bad customer service. Its like stealing money removing rewards from a customer account because they didnt redeem within 45 days. Now you click on their website and any purchase after 8/1 you have 5 months to use the rewards. This is been the worst customer service experience Ive ever seen in a long time -in years! My ask is to reinstate all the reward dollars that I had earned from spending money with world market. I would like every dollar back and I would like to have a fair amount of time to spend the rewards. I tried to use the rewards in September online and you were out of several items that I wanted. This past Saturday I finally found some towels I wanted and I got a cancellation notice because you were out of stock of those but yet you didnt reinstate my reward dollars for the canceled order. Im about to post this experience on ****** unless I get a positive reply that works to my liking.

  Business Response

  Date: 09/14/2022

  All rewards have been reissued and will be available for use within the next 24 hours. Please note that these rewards are only valid for ******************** our terms and conditions: 

   

  https://www.worldmarket.com/category/customer-service/**********************-***************************************

   

  If they expire, please simply request for them to be reinstated by emailing us at ******************************************, as they do not automatically renew. 

   

  Best, 

  Customer Answer

  Date: 09/15/2022

  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 as noted in my rewards account. The expiration date is at the end of this calendar year which is fair. I was not willing to accept a 60 day reward certificate as your policy clearly stated all rewards certificates issued 8/1 or later have until the end of the calendar year to redeem. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/12/2022

  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.

  I ordered a mirror for over $300. World market sent the wrong mirror, and told me I had to schedule for a pickup to return, I took the day off work to wait for the truck to pick up the incorrect mirror. I never got my correct mirror and the company keeps giving me the run around telling me I have to call various numbers to resolve the issue. I want my money back immediately or my mirror immediately.

  Business Response

  Date: 09/13/2022

  So sorry to hear about this. I can see a reship has been processed on 9/2 and according to the Pilot Shipment #: *********, it is scheduled for delivery tomorrow between 11 am - 3 pm. Please respond and let us know when the item has arrived. I have attached the carrier information. 

  Best, 

• Initial Complaint

  Date:09/02/2022

  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.

  I placed an order online, and was given a confirmation that the order had been placed. When called by the delivery company, they stated they were unable to deliver to my 3rd floor apartment. This was not mentioned when I placed the order, nor were there options given for "special service," to have the furniture delivered in to my apartment.When the driver arrived, I called World Market and asked what to do, as I had no way to get the furniture to my apt. World Market said to refuse the delivery, and they would set up "special service," and I would be contacted within 24 hours to arrange for proper delivery. I was not contacted, and 3 days later I called World Market to find out the status of my order. They said they were uncertain when I would be contacted, or it would be delivered, I stated this was unacceptable, and I asked for a refund. They said it would be processed and I should see it in **** business days. 10 business days would have been Wednesday, August 31. I still have not seen a refund on my credit card, and am currently on the phone with them, and they do not see a refund request was ever submitted.

  Business Response

  Date: 09/07/2022

  A full refund was processed on 9/2/22. Total amount is $1,168.92. Refunded to a **** ending in ****. Refund JDA Number is *********. Please note that it could be as late as 9/12 for funds to post due to the holiday on 9/5. 

  Customer Answer

  Date: 09/08/2022

  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,
  
  ***************************

• Initial Complaint

  Date:08/30/2022

  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 purchase a couch from World Market via Afterpay. After 8 months the couch started to sag, and called World Market, and supplied them with pictures. They agreed to pick up the couch and refund my money. They came to pick up the couch in early June. I have spent weeks trying to get a refund, World Market stated they refunded the money to Afterpay. Afterpay finally confirmed that they refund failed on World Markets side, as they cannot credit an afterpay account after 6 months. I have sent countless messages to World Market to try and get this resolved. I initially filed a complaint for Afterpay as World Market insisted the returned the funds. It has now been over two months since the couch has been picked up, and I still do not have my refund.

  Business Response

  Date: 09/06/2022

  The refund has now been processed on the new card. Details of the refund have also been emailed to the customer, so make sure to check your spam folders. The refund was processed yesterday, so it could take 5-7 business days for funds to post, but it could be sooner. 

  
  Best, 

• Initial Complaint

  Date:08/29/2022

  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.

  It started when I placed my order on 8/1 for a daybed. That following friday, 8/12 I received a phone call stating I needed to make my delivery appointment. Well first off the woman who was handling the set up with me was horrible and rude. She keep yelling at me when she told me someone who need to take the item off the delivery truck because the driver doesn't touch it. I told her I physically can't do that and she told me ow well I guess you won't get your package then. I ended up just saying fine I'll do what I can but that was after about 15 minutes of her yelling at me and going back and forth. I scheduled my delivery for that following Monday, 8/15 from ****. Monday arrives and no one has showed up. Around 1:50pm I called the shipping company to see what was going on. They were no help at all and said they can't locate the delivery driver at all, he was **** as they put it. So I asked what do I do next, their answer was "I don't know!" So the following day, Tuesday 8/16 I ca;; World Market back and talk to customer service. Once again they couldn't get ahold of the delivery company but that's all they helped me with. So i was currently in limbo and had no idea where my item was. I hung up and later on that evening called WM back and asked to please send another bed cause my poor daughter has been sleeping on the floor because we were expecting a delivery on 8/15. They looked at said they had a few dozen left so they "guess" they would order another one from me. I was in shock how I was treated! WM was NO HELP at all. Its is now 8/29 and my daughters bed finally arrived but a few of the rattan pieces are bent and scratched! I'm so frustrated with how this who ordeal was carried out by **. I never felt like a customer in need. I've ordered many times from WM but after this experience I will probably never oder from them again!

  Business Response

  Date: 09/07/2022

  The refund has now been processed on order # 11017538364. Please allow 5-7 business days for funds to post, but it could be sooner.

  
  Best, 

  Customer Answer

  Date: 09/07/2022

  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:08/09/2022

  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.

  On 8/8/22 I purchased three packages of Biscoff sandwich cream cookies. One Vanilla flavor, one Milk Chocolate, and one Biscoff Cream. I ate one cookie from each package. After eating I had an allergic reaction resulting in hives. The next day I returned to the next closest store (note all locations are over 30 minutes away) with my receipt and the packages of cookies, each missing one cookie from each package. At check out I told the cashier I had a return, presented my receipt, and explained issue. She contacted manager on duty and he said that they couldnt be returned because they were opened and that the ingredients are clearly listed on the label. I told him I have had plain Biscoff cookies in past with no problem. He said he couldnt resell because opened. On a side note it is troublesome that a company would take back food items and resell. Disgusting to think that food can go to someone elses home and then make it back in the shelf if within a return time period!!!!!I understand that companies have policies, but they generally try to work with customers, especially ones who have been loyal for many years. Therefore, I offered that it would be acceptable if a percentage could be taken off of my current purchase which was around $60-$70. Since World Market offers 10% off for curb side pick up I thought perhaps he could work something out. The amount would not equal the $12 in cookies, but would be acceptable. The manager stated that he could not do that.Unfortunately, World Market has lost a customer from this experience. Loyal customers drive over a half hour to shop, even considering the fact that inventory is severely less than in the past with less options to choose from. Sad that what use to be a lovely gem with personable employees is now not worth the trip. With other places to purchase such as Amazon, Trader Joes and grocers stocking international foods, World Market Cost Plus is no longer worth the Cost of Market Foods from around the World.

  Business Response

  Date: 08/10/2022

  So sorry to hear about this. Can you confirm that your mailing address is

  
  345 ****************
  *************, ** 44022

  I would like to send you a $100.00 GC to help make up for this experience. Given the experience you had, the management team could have made a better call in your case; considering you have been a loyal customer for a long time. 

  Best, 

  Customer Answer

  Date: 08/10/2022

  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. Please note that the location I visited to do the return was a different location from where purchased. I visited the ***** ** location to do the return since business hours were shorter at purchasing location and I was unable to visit. My dissatisfaction in no way reflects my opinion of where I purchased the product from.  Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/05/2022

  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.

  7/16, I chose a canister to purchase and upon checking out, my card was scanned. The register experienced a shutdown. I was assured my card would not be charged. I was then escorted to another register where I purchased the canister on the same card. The amount of overcharge was $17.06.7/17, I contacted ***** by phone explaining my card was charged twice. He said I needed to wait a few days to see if the charge would "fall off".7/19, I contacted the store by phone and spoke with ***** explaining the charge did not fall off. She said she couldn't reverse the charge, but if I went into the store with my receipt they would reverse the charge with no problem.7/24, I drove 20 minutes to the store and met with ******. I took back the canister stating my experience was bad and I didn't want the canister requesting both charges be taken off my card. I provided the original receipt as requested by ***** and a screenshot of both charges to my account. ****** told me he could not credit my card for the overcharge as ***** had promised, he would have to alert corporate and "if" I was overcharged they would reverse it. He said he would call me on 7/25. 7/25, Having not heard from ******, I called him, he was not in.7/**************** called me to say they found the overcharge and it would be reversed in **** days.8/5, Day 10, no reverse charge, I called the store and the phone is now disconnected.

  Business Response

  Date: 08/08/2022

  Can you please provide the card type, and the last and first 4 digits of the card so we can have our sales audit team look into this? Also, it would be helpful if you had a copy of the receipt for the purchase. 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17678575
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* I am providing the information requested. Card type: **** First 4: **** Last 4: **** As stated, I have already received 1 credit having returned the purchased item. I am still overcharged $17.06

  Business Response

  Date: 08/11/2022

  The refund has now been processed for the duplicate charge. Please note that this can take 3-5 business days for funds to post, but it could be sooner. 

  
  Best, 

  Customer Answer

  Date: 08/22/2022

  My last correspondence stated that I would be refunded my overcharge within 3-5 days. That still has not happened. Please advise. Thank you

   

  *************************

  Business Response

  Date: 08/29/2022

  So sorry to hear about this. Can you please confirm this was at our ************, ** location? I would like to involve our district leadership team assist, but I want to make sure I have the right location. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17678575
  
  I am rejecting this response because:
  *************** to the question.  It was the ************ location.

  
  Sincerely,
  
  Claudia1 Rusco

  Business Response

  Date: 09/09/2022

  Thank you. The local district manager will be notified of your experience. According to our Sales Audit team, the refund was processed back on 8/11/22. It probably would have posted between 8/18-8/23. 

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17678575
  
  I am rejecting this response because:This is incorrect. As stated previously, I returned the product and received 1 credit for that return. I never received the credit for the original overcharge.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  Type:Delivery 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 7/8/22 I placed an order online for in-store pick-up at the ******, ** location. The order #*********** was never filled, and I received an email from the store on 7/26/22 indicating that the order was canceled due to lack of inventory. However, in looking at my AMEX statement, the store charged me for the order on 7/22/22 for the amount of the order, $206.98. I've exchanged many emails with the **************************** and they have yet to explain why I was charged and have not issued a refund. Nor have they indicated when they intend to issue a refund. I find these business practices to be shady and in bad faith. This vendor should never have charged me for an order they did not fill.

  Business Response

  Date: 08/02/2022

  There was never a charge on order number 11017411817. All of our records indicate the charge was reversed. Attached is the closed out invoice for the referenced order. After an order is canceled, it can take up to 10 business days for the authorization to be reversed.

   

   

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17652950
  
  I am rejecting this response because:  My credit card is showing that I was charged for this order on 7/22/22 in the amount of $206.98.  This is not a 'temporary hold' ... this is the transaction being charged to my credit cards for an order the vendor never filled.  I do not see any indication that the amount has been refunded to my credit card, and the vendor has failed to provide any documentation of a refund having been issued ... handy details like when refund was supposedly issued, amount of refund, etc.  Shameful.  In this day and age of technology, there is no execute for this degree of ambiguity regarding this transaction.  

  
  

  I'm requesting that the vendor provide specific details of the refund as outlined below, and I'm requesting that the refund be reflected to my credit card within 48 business hours.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/18/2022

  Since none of our records show there was a charge, please provide something from the bank, other than a bank statement, showing there was a posted charge and not just an authorization.

• Initial Complaint

  Date:07/29/2022

  Type:Delivery 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 placed online order (#*********** on 7/28/22) for 'curb pickup'. not only did i not receive an email to confirm 'order is ready for pickup' but after hours of waiting my husband just finally went to store and even the store couldn't find the order!? He instead decided to just purchase the same item again (and that took forever just for them to FIND where they kept the item in the store!!), and so now I needed to cancel the ('we can't find it") 'pickup order'. Well your IDIOT website doesn't have a 'cancel' button, and when I submitted an email via your email form page (no other option to email/or chat) I gave ALL the info, and now 3x's (after sending THREE EMAILS WITH ALL ORDER INFO/Name/Address/Order Number/DATE/Store info, etc etc. etc.) i get NOTHING back but these INSANE AUTOMATED RESPONSES that just keep asking for the same info OVER AND OVER AND F*****G OVER AGAIN! So I try phoning....well you get put on hold for 2 secs before their system just F*****G hangs up on you! WHAT KIND OF ASININE *** are you running?? And NOW a DAY LATER, I get another automated email NOW saying "your order is ready for pickup" !!!! are you F*****G kidding me!???....while your emails come back saying you can't FIND the order!?? here is latest from your email: ********** Your World Market Order #*********** (7/28/22) is ready. Please pick up your order in store or curbside.Store Location: *************************************************************************. ************** Pick up Details:By: *************************** **************************************************************************** Payment: MC **** I NEED THIS STUPID ORDER PICKUP CANCELLED "NOW" AND MY MONEY ON MY CREDIT CARD RELEASED NOW....ASAP...and I will NEVER SHOP YOUR SITE and tell EVERYONE I KNOW NEVER TO ORDER ANY PICKUPS from your store EVER AGAIN! (doesn't surprise me that your LOUSY CUSTOMER SVC. company has got a "D" Rating on BBB!...you deserve an "F")!!! Now FIX THIS ONCE AND FOR ALL!!!!

  Business Response

  Date: 08/05/2022

  According to our records, there was no charge for this order and any pending authorization was released back within 3-5 business days after the cancellation of the order. I have attached a closed-out invoice of 

  the canceled order to reflect this.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17642591
  
  I am rejecting this response because: 

  
  

  it took me "FOREVER" to FINALLY get an acknowledgement of cancellation......I had to phone numerous times (after your phone system put one on hold and then just HUNG UP!)

  and the fact that "I" had to JUMP THRU HOOPS just to cancel a 'store pickup' order that NO ONE COULD FIND!...until DAYS LATER! (it even took your employees 1/2 hr just to find the 'in store' stock

  so my husband could buy it while there...since after hrs of placing.....no one could find reference to the order number etc. Then DAYS LATER I get an email saying "your order is ready" ?!!!!!! what a 

  disaster of a 'pickup' setup I have ever seen and then it's up to the customer to make sure the cancellation is done (so not to have to wait out 7 days with my money tied ** in pending!).

  ....and after all this 2 days of wasted time.....where I finally had to restore to posting on BBB (when your phone system kept hanging up, and no one was answering emails), all you say is that the order was 

  cancelled and pending *** has dropped off....well DUH!!!! that's because "I" had to take care of it, when YOU PEOPLE DID NOTHING!...and not even an apology!....MAN WHAT A LOUSY CUSTOMER
  SERVICE example you set for the rest of your company staff!!!

  
  

  NOW I'm done!

  
  
  ***************************