Business Profile

Furniture Stores

Cost Plus World Market

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Cost Plus World Market came to BBB’s attention in May 2002. A review of complaints was done in June 2025.

BBB suggests you review terms and conditions link below for the business.

https://www.worldmarket.com/customer-service/terms-and-conditions.html

Complaints

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

Customer Complaints Summary

151 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/21/2024
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.
Ordered a ***************************************** on 09/12/24. It was delivered on 09/18/24. The product had two knot holes and a crack in the wood that was filled with a gray color putty, very noticeable and unattractive. I started a return online then found a return label in the box that said that I should use such label. Returned the board the same day at the ***** drop point in my town. No refund has been made to date. I have called & emailed and have been told that they can't provide the tracking number for the label that was included in the box and they can't help with the refund. I have opened a dispute with my card company. So disappointed in this company.
Business Response
Date: 10/22/2024
*******,
We do apologize for this unfortunate situation. You should've received a refund. Since you have already opened a dispute with your ********** if we refunded the item it would e a double refund. Again we do apologize for missing the opportunity to refund you initially.
Customer Answer
Date: 10/22/2024

Complaint: 22455110

I am rejecting this response because: The refund by my card company is temporary at this point. If the refund become permanent, I will close this complaint.

Sincerely,

******* *********
Business Response
Date: 10/23/2024
Please let us know(and provide proof) if the ** dispute does not go through. We will then refund the item
Initial Complaint
Date:10/17/2024
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.
Today (10/17/2024) I attempted to use my World Market ("**") gift card to place an online order for pick up at my local store. When trying to choose the pickup option, it was grayed-out and would only allow me to choose the shipping option. I called and spoke with a female representative who told me that ** only allows gift cards to be used in the store, and online-for shipping only. They do not allow them to be used for in store pickup orders. I asked to speak to her supervisor as she could not tell me why this is a policy. She then transferred me to **** who identified himself as a customer service supervisor. He reiterated that this is a policy they have had for 10+ years now and it will never be changed, no matter who complains about it. He was very ****, and would not allow me to speak to a manager, nor would he give me the names of any of his command chain so that I could talk to anyone else. He claimed he did not have any of that information. He told me he would pass on the complaint and that the only thing I could do was to email the store at their email on the website. My concern is that this purchase restriction is not mentioned anywhere on the gift card, nor is it mentioned on the ** website. I don't understand why if this policy has been in place for so long, why then has ** not disclosed this information anywhere on the cards or website, so that consumers can make an educated decision when purchasing a gift card. This feels like false advertising, and the fact that ** is not willing to discuss this with their customers, nor give any information about how to lodge a formal complaint, is flagrantly taking advantage of their client base. This purchase restriction needs to be at the forefront of the item description for ** gift cards, and also needs to be added to the information on the gift cards, themselves.
Business Response
Date: 10/29/2024
Thank you for bringing this to our attention. We have updated our Product Page for Gift Cards to call out explicitly that they are not available for Buy Online, Pickup In Store. We are actively investigating making a change to his process and apologize for any inconvenience this has caused.
Initial Complaint
Date:10/05/2024
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 purchased a dining table, dining bench and 4 chairs for $2,666.59 on 08/18/2024. I was only given 1 tracking number. 2 out of the 4 chairs were delivered on 08/23/2024. I called customer service and they told me the table, bench and 4 chairs were all delivered. A case was submitted and I was then told there was a separate tracking number for the table, bench and 2 other chairs. I was told the delivery company would contact me to schedule a delivery date. That never happened. I had to call customer service 4 different times to find out where the items were and I kept being told the items were already delivered on 08/23. No one was taking the time to read the case and see that there were items missing and there was a whole other tracking number. The dining table and bench were finally delivered on 09/20 but 2 chairs were still missing AND the table and bench arrived with damages. I reached out to customer service immediately and sent photos of the damages and asked where the 2 remaining chairs were. I have been told now SIX different times via email and phone that a customer service *** would be calling me back to schedule a pickup for the damaged table and bench and that the 2 chairs were reshipped but no one will give me a tracking number for the 2 chairs. No one has called me to scheduled a pickup and Ive called every single day for the last 11 days. I am beyond disgusted with world market and the customer service Ive received. I NEED customer service to get the pickup for the dining table and dining bench scheduled AS SOON AS POSSIBLE so I can get the damaged items out of my home and get my refund. And I NEED customer service to give me a tracking number on where the 2 remaining chairs are or refund me for them AS SOON AS POSSIBLE. Im so disappointed and angry with this entire situation. There needs to be a resolution immediately. This is unacceptable and ridiculous. I completely regret buying from world market and want a resolution and refund ASAP.
Business Response
Date: 10/21/2024
So sorry about this. The refund has been processed as of 10/19/24. Please let us know if there is anything further we're able to assist with.

Customer Answer
Date: 10/21/2024
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:09/30/2024
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 recently purchased an item online for in-store pickup, which was over an hour away, and was surprised to find it pre-wrapped in the store, leading me to assume it was new. However, upon arriving home, I discovered the item was damaged and used. Despite my attempts to contact the company, they have only offered a partial refund of $16, despite the item's original price exceeding $120. As a small business owner myself, I am dismayed by this treatment and expect a higher level of customer service. I am considering filing a complaint with the Better Business Bureau, seeking a satisfactory resolution to this issue.
Business Response
Date: 10/02/2024
Im sorry to hear about your experience. Since the item was purchased in-store, were unfortunately unable to arrange a pickup. I understand a 2-hour roundtrip is a big inconvenience. Would you be open to keeping the item if we offer you a significant discount?
Initial Complaint
Date:09/19/2024
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 was awarded a $5 reward for my purchases. I received email after email telling me it expired on 9/18/24. The olive oil I order was not in stock so I waited. It was still not in stock on 9/18/24 for at 10:30 pm I decided to order another item but I no longer had a reward. I contacted chat and ****** told me that rewards expire at 12 AM. I told her typically when you have something that expires it would be at 11:59 PM so you can actually use it on the expiration date. I asked for a manager and she told me call in but the phone bank was closed. It is still 9/18/24 and I want to use my reward.
Business Response
Date: 09/19/2024
Ive reinstated the reward and added an extra one as well. I also noticed that the $5.00 reward was applied to order #***********, placed on 9/18/24, bringing the final total to $0.83. Ive attached a copy of the invoice for your reference.
Initial Complaint
Date:09/14/2024
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.
World Market uses false advertising on their website. Yesterday (9/13/24), I attempted to place an order on their site. I was planning to purchase six (6) items, totalling $97.94. I had a $5 off member rewards coupon, 25% off entire purchase coupon, and a free shipping on purchases over $49 coupon. No items were excluded from the promotions/coupons. My cart showed all all discounts, totalling $41.19 in savings. This means the order should have been $56.75 total. I live in ******, so we don't have sales tax. However, when I went to checkout/pay, the total was $69.70. This means they were not offering free shipping, despite saying they had taken of $12.95 for the shipping coupon. I called customer service, and they were no help, stating they couldn't figure out why it was happening, but I could place my order and request a refund for the shipping. Somehow, I knew they wouldn't honor that, so I said no. I received a call from a supervisor stating I could not stack discounts. I tried to tell her my cart was showing I could stack these, with a savings of $41.19 being shown in red. However, she said it didn't matter, it was still not counting the discount. This is false advertising and will end up tricking many customers into believing they got the advertised savings, when they did not. I told the supervisor they need to update their website to make it show honest discounts.
Business Response
Date: 09/16/2024
Dear Valued Customer,
Thank you for bringing this to our attention. We are currently investigating this issue.
Customer Answer
Date: 09/16/2024

Complaint: 22286009

I am rejecting this response because:
This is not a resolution to the problem. The issue persists, and the sale is now over, so it's not possible to purchase the items for the price represented in the screenshot.
Sincerely,

******* *******
Business Response
Date: 09/27/2024
We are working to update our website
Initial Complaint
Date:08/28/2024
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 ordered a coffee table online from World Market on 8/8/24. I picked it up at their location in *************. When I got home to assemble it I found that instead of the 4 screws that are needed to secure the table top to the base, that they had included an extra hex wrench instead. I have been going back and fourth with customer service. At first they told me to contact the store I picked it up from which I did but the store said that it was merely shipped to the store and that they did not package it. I relayed this information to customer service. Twice now, with two different people, they have asked me to fill out a form with all the information. It is a week later and I still do not have the scews. I did try to locate the screws from other stores but found they do not sell them. The screws are:*************** screws (6mm x 35 mm)and are described in the assembly pamphlet on page 1:********************************************************************************************************************************_Corey%20coffee%20table_2023.03.23.pdf
Business Response
Date: 08/29/2024
Hello ***,
We do apologize for the confusion. Please send me a shipping address and I can have another hardware packet sent out to you.

******
Customer Answer
Date: 09/02/2024
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,

*******************
I will reopen a new complaint if the business does not send me the requested hardware.
My address is:
*********************
*****************
Initial Complaint
Date:08/17/2024
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.
I ordered an online furniture order and returned it via a free return label through ****** The return label was given to me by this Cost Plus World Market.I was not given a full refund. They also took over 10 business days to process. Retailers process a full refund as soon as the item is dropped off or picked up from *********** etc. I called and emailed World Market several times and was told something different each time with no apologies and a lack of understanding. The retailer kept almost $100 from my order. I would like a full refund. This is what I was told over the phone and through my free return label given to me by this retailer. I expect World Market to return my money. A business such as this should also offer a one time exception as well, especially for long-time customers and to adhere to excellent customer service
Business Response
Date: 08/19/2024
Zara,
A full refund has been processed for the order. I can confirm that the shipping fee was fully refunded on 8/18/24 for order #***********. Please note that it can take 3-5 business days for the funds to post back to your account.

Customer Answer
Date: 08/19/2024
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:07/08/2024
Type:Sales and Advertising 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 plant stand from World Market on 03/24/2024, and it arrived damaged on 03/29/2024. I promptly initiated a return, was sent a prepaid shipping label, and sent the item back on 03/29/2024. Per ***** tracking ************, this package arrived and was signed for on 04/02/2024. Yet I did not receive my refund. On 05/29/2024 I contacted World Market, case number: ******** and explained I had returned the item (had proof it had been received) and still had not received a refund. I received a message back, asking about the reason for the return, which I provided in a response on the same day. To date, as of 07/08/2024 I have received no further correspondence from World Market, nor have I received a refund for the returned item.
Business Response
Date: 07/25/2024
We will be issuing a refund for this item
Customer Answer
Date: 07/25/2024
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:07/07/2024
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.
Misleading advertising. I'm so sick of misleading ads. World Market is claiming to have an extra 50% off clearance but the website doesn't reflect that. I even followed the link they sent me ad advertising. Quit misleading people!!!
Business Response
Date: 07/18/2024
Dear *******,
We apologize for the confusion but there are two different flags on our products one states sale and the other clearance, Your screenshots indicate you are looking at sale items not clearance items. Again we do apologize for the confusion, as a result we will issue you a 20% coupon for future use. Will you accept this offer?
.
Customer Answer
Date: 07/18/2024

Complaint: 21952584

I am rejecting this response because:
I was text a link regarding clearance items directly to my phone. I followed the link provided by the company. Misleading. I'm somewhat tech savvy person and if I find it hard to discern your sale and clearance items, I would say this is happening with a greater amount of people. Next time you advertise clearance items make sure your link directs towards clearance items. Not sale items that the additional discounts don't apply to and your baiting people to buy.

Sincerely,

***************************
Business Response
Date: 07/26/2024
We have already apologized for the confusion. It was a system error. Our clearance item are located under the sale tab on our website

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Cost Plus World Market is NOT a BBB Accredited Business.