Complaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/11/2025
Type:Product IssuesStatus: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.
BBB Complaint Summary Defective Product Order Number: ******** Order Date: January 16, 2025 Product: 2 units of 6000 ************* Infrared Dual Element Heater (Model 2573-BEL-4560312)Total Amount Paid: $1,006.76 (after a $122.84 coupon discount, with free shipping)Delivery Date: January 28, 2025 I am filing this complaint regarding a defective heater that was professionally installed, yet Bailey Street Home refuses to provide a replacement or refund.I ordered 2 heaters on 1/16/2025 for $564 each. The order was delivered on 1/28/2025. A certified electrician installed both heaters on 2/4/2025 per manufacturer specifications: proper hardwiring, 240-volt connection, and mounting 8-12 feet off the ground.After less than an hour of use, one heater began to smoke. I documented the issue with photos and videos.Customer Service Interaction:I contacted ********************** on 2/6/2025. They requested photos, installation details, and the electricians contact information, which I provided.The electrician confirmed the heater was defective. Despite this, on 2/11/2025, the company denied my claim, citing "improper usage" and "overheating." They claimed it failed due to extended use, even though it was only on for an hour.Follow-up Attempts:I called and emailed on 2/11/2025, but they refused to escalate my complaint or offer a solution. They claimed the manufacturer also declined replacement approval.This heater was clearly defective and posed a serious fire risk. I am seeking assistance from the BBB to obtain a full refund or replacement. It has been less than 30 days since delivery, and Bailey Street Homes refusal to address the issue is unacceptable. Thank you for your help.Business Response
Date: 02/20/2025
Hello there,
I see from all the communications on the order, this issue is being resolved. We sent a call tag to get the item returned and that is scheduled to be delivered on 2/24.
I hope this helps! Please let me know if you have any questions.
Initial Complaint
Date:09/03/2024
Type:Product IssuesStatus: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.
Purchase a ceiling fan, according to the description the ceiling blades were walnut color. The fan I received was black in color. I chatted and filled out a form to return the item, called 2 x first time I got someone on phone who said she would have someone call me back and the 2nd call waited 1 hour on the phone and nobody. This fan was shipped to my second home in ******* and I am only here until the 6th of September and need a return label to return for refund and cant reach anyone.Business Response
Date: 09/16/2024
The customer received return instructions on 9/6 and a return label was sent 9/8. At this point, we are waiting for the item to be returned; the label we sent, tracking #************, has not been used.Customer Answer
Date: 09/16/2024
I am rejecting this response because: they sent me a return label 2 weeks after I have been requesting numerous times with no response. Then they tell me they will be deducting 20% of the return for. Restocking fee. They sent me the wrong item I want a full refund. Also this item was sent to my home in ******* and I will not be back until October 9th, then I can return once they agree to give me a full refund as this was their error.Business Response
Date: 09/26/2024
We have already waived the return shipping - the customer has 30 days from when the instructions were sent to her to ship the item back. The items need to be returned by 10/10 or the return closes out.Customer Answer
Date: 09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
Date:02/11/2024
Type:Delivery IssuesStatus: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.
Placed an order ******** in October 2023. Shipment has been delayed 3 times. But when I submit a ticket in their system, they close it without issuing a refundBusiness Response
Date: 03/05/2024
Hello, We apologize for the inconvenience you experienced with your order. Upon reviewing your case, we see that you requested to cancel your order (********) on 02/06, and we promptly submitted the cancellation and issued a refund on 02/12. We're continuously working to improve our processes and ensure better communication with our customers. If you have any further concerns or require assistance, please feel free to reach out to us. We appreciate your understanding and patience.Initial Complaint
Date:11/11/2023
Type:Delivery IssuesStatus: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.
Ordered 2 wall sconces from Bailey Street Home returned them in timely fashion but never received a refund. I went through PayPalBusiness Response
Date: 11/14/2023
Hello,
On October 2nd we provided return instructions to you via email. In these instructions it does advise you to provide us the return tracking that was used to return this item. We have not received the return information or the items back so we have been unable to issue a refund. Once the items are returned we can processes a refund back. Please keep in mind, this item has a limited 30 day return window which has since passed but I will extend it 1 more week. Thank you and have a good day.
Customer Answer
Date: 11/17/2023
I am rejecting this response because: I have attached the tracking numbers for both sconces that were returned on October 12th to the business. As you can see from these tracking numbers, the sconces were returned in time and a full refund should be provided.Business Response
Date: 11/21/2023
Hello,
Thank you for providing the return tracking, it was not previously attached for me to see. I'm happy to let you know that your refund has been successfully processed in the amount of $158.89 USD and has been refunded to the original form of payment. You should see the credit in your account within the next 3-5 business days (depending on your bank).
We appreciate your understanding and hope that you'll consider us again in the future for any of your needs. Don't hesitate to reach out if you have any further questions or concerns.
Thank you again, and have a wonderful day!Customer Answer
Date: 11/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
Date:11/01/2023
Type:Delivery IssuesStatus: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 placed an order for 3 lamps and received a notification that all 3 shipped. Only 1 lamp has been received and I have been trying to get customer service to tell me status of the remaining 2. I received an email telling me that all 3 were in 1 big box and arrived. Yet even the ***** tracking number they gave me clearly showed that only 1 small box arrived, not a large box with 3 . I've contacted customer support several times and have not had any responses to my inquiries. The customer service is horrible, both on line and by phone. I will not order here again.Business Response
Date: 11/03/2023
Hello,
Thank you for reaching out, as per our conversation with you, we have issued a replacement for the missing 2 units under replacement order number 11145757. The units are estimated to ship out by Monday 11/04 to the address the previous units were sent to. Please let us know if you need anything else. Thank you!
Initial Complaint
Date:09/26/2023
Type:Product IssuesStatus: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 have been trying to get the mirror i ordered since August. I never received it 3 weeks after it was due. There was no contact telling me that it was damaged in transit. I called the shipping and found out it was damaged and returned. They said they would reorder it the beginning of September and I still havent received a valid shipping number ( i called trucking company with the number they gave me and it was invalid. I have spent hours ( no exaggeration) waiting hold to talk to someone from the company about the problem and no one answers or when they do they say they dont know anything. I have sent detailed explanation of the problem in emails and through their help center. I have no information but they have my $150 dollars. I got another email today saying it was on its way but the destination was not my address or my name so that was useless. I would like a refund at this point. It is absolutely rediculous! Cant imagine how they are staying in business. Please help!Business Response
Date: 10/06/2023
Hello,
After confirming the replacement was cancelled and did not ship per the customers request, we issued the refund 10/06/2023 back to the original card of use. Thank you and have a great day!
Initial Complaint
Date:09/13/2023
Type:Delivery IssuesStatus: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.
placed order on 9/8 with guarantee to ship next day. 5 days later they havent updated shipped or responded to requests for updates. they dont answer phone , the computer generated phone operator sends and email with updates that cant be opened . they make statements and promises they cant keep and are stealing peoples money .Business Response
Date: 09/14/2023
Hello,
Thank you for reaching out, I reviewed your order and see that we cancelled the order and have issued a refund per your request. The refund has been processed back to your original form of payment, and you should see it in your account in 3-5 business days (depending on your bank). Once again, we apologize for any inconvenience the delay may have caused.
Initial Complaint
Date:08/16/2023
Type:Service or Repair IssuesStatus: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 returned a chandelier 7/12/2023 for $539.92. It's 8/16/23 and I have received anything. I do not have monies for them to hold indefinitely. The customer service is horrific. You have to WAIT hours for a response and you bring it to their attention and they're like "Oh Well"????? I WILL NEVER SHOP HERE AGAIN. I'm posting my experience on ******** AND CONTACTING FTC??????They supposedly have a guaranteed delivery policy if they don't meet the commitment, they will give you $50. WELL I HAVE NOT received that monies either. I believe that are just FLAT out liars.They could have *********** my card that I used to pay for the product. I was livid when they said I would get a freaking check in the mail. THIS is absurd.Business Response
Date: 08/17/2023
Hi there,
I reviewed your order and there was an error with the third party payment processor when your order was placed; with that being said, you are receiving a FULL refund, but it does have to be in the form of a check. I escalated this to our Accounting manager and the check is being cut now, and mailed out ASAP.
I apologize for any disappointment, the payment errors are definitely not typical and have already been resolved going forward.
If you have any questions, please let me know!
Customer Answer
Date: 08/17/2023
I am rejecting this response because: I am being lied to. The service is horrendous and the employees are rude and do not tell the truth.
I am livid and furious. I called and had to hold on the phone 30 and 40 minutes per call. Ive called at least 6 times.
The guaranteed in stock is a lie. They owe me $ 50 for that.
What I did buy should be discounted. This has been a complete nightmare and mishandled. I will post on ******** AND contact the FTC.
Initial Complaint
Date:06/06/2023
Type:Product IssuesStatus: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 two 84 outdoor lamp posts from Bailey Street Home on May 30, 2023 for a total cost of $206.66 (including taxes). On May 31, 2023 I contacted Bailey Street Home to cancel the order. I had to cancel because an order I made through ******* for the same items (through *******'s marketplace Bailey Street Home) that had been delayed was being shipped after all. When I called to cancel, the Bailey Street Home agent told me that if the order was already shipped and if I received it, that I would not be able to return it as it stated in their return policy that we couldnt return accessories. They define accessories as bulbs, down rods, remotes, lamp shades, mounting hardware, palm fan blades, etc. Nowhere on the page for the outdoor lamp posts did it mention that they were considered accessories and not returnable. On the same day that I talked to the Bailey Street Home agent, I also put in an online cancellation request on their website. I didnt heard anything further until June 5, 2023 when I got an email denying my cancellation request, and I also received the outdoor lamp posts that day. On June 6, 2023 I called Bailey Street Home and requested a return authorization in order to return the lamp posts. I was again told the same thing about them being accessories and not returnable. Finally the agent was able to give me approval to return them but I would have to pay return shipping. I told her that I had cancelled the order on May 31 at 12:23 pm and according to Fed Exs web site they hadnt picked them up until June 2, 2023 at 5:31. Basically it was almost 2 days after I requested the order be cancelled before Fed Ex picked them up. It doesnt seem like they even tried to keep them from shipping. I would like a full refund and for them to pay return shipping.Business Response
Date: 08/11/2023
Hi there,There was definitely some confusion on this order with all the returns and cancels processed, so I apologize for any delays and miscommunications!At this point I have issued an additional credit of $93.99 (transaction ID ************.Please allow 3-5 business days to see the credit reflect.I hope this helps, please let us know if you need anything else.*****************************Customer Answer
Date: 08/11/2023
I am rejecting this response because Bailey Street Home has already credited my credit card $103.33 on 7/1/2023 for one of the outdoor lamps. That was for the cost of the item ($97.48) plus sales tax ($5.85). The other outdoor lamp that I shipped back was lost in the **** and I have already received reimbursement for that one from them. The only reimbursement I would request from Bailey Street Home is the cost of the return shipping for the one outdoor post. They never should have sent me the item to begin with since I cancelled the order in plenty of time. The cost of the shipping is $24.65 for the one outdoor post. I have attached a copy of my **** receipt. Thank you.Business Response
Date: 08/16/2023
Thank you for providing further details about your situation. We appreciate your patience and understanding.
We understand your request for reimbursement for the return shipping cost of $24.65. However, based on our policy, return shipping costs are typically the responsibility of the customer. We apologize for any inconvenience this may cause.
Regarding cancellations, we want to clarify that they are treated as requests and are not guaranteed, as clearly communicated in our messaging during the cancellation process. Our commitment to efficient order processing means that once an order is shipped, it becomes subject to our return policy in case it needs to be returned.
We acknowledge your frustration and sincerely apologize for any confusion. If you have any further questions or concerns, please don't hesitate to reach out. We value your feedback and strive to provide the best possible experience for our customers.Customer Answer
Date: 08/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Thank you,
*********************************
Initial Complaint
Date:05/15/2023
Type:Product IssuesStatus: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 plant stand from Bailey Street Home. The table did not work out for me. I requested to return the item to the company per their Free Return Shipping Offer. The company sent me a return email with a RGA number and a shipping return instructions (see 2023-05-15 Approval for Return below). I took the item to the ************ in ********, ** over 27 miles from my home. They said I needed a prepaid label to return the item without paying. I tried calling the company and their was not answer. I proceeded to pay ***** $108.27 to return the $411 item. I called the company today and after being on hold for over a half hour the customer service rep said it did qualify for the Free Shipping policy and sent me the prepaid label (2023-05-15 Email for Return). The company should reimburse me for their error of not sending me the correct return instructions. I want the company to reimburse me for the $108 shipping fee from *****.Business Response
Date: 05/16/2023
Thank you for reaching out to us. We sincerely apologize for any inconvenience you may have experienced regarding your return. After reviewing your order, we acknowledge that the initial email requesting a return label did not include one, and we regret the oversight.
However, we noticed that you had already shipped the item back before contacting **. The email containing the return instructions clearly stated the following guidelines:
"IMPORTANT:
-Please ensure careful packaging of the merchandise to prevent any damage.
-The package must be returned in its original carton, including all packaging materials and accessories.
-The merchandise should not have been installed or altered in any way.
-Kindly refrain from writing on the box.
-Refunds for returned products cannot exceed the originally charged amount.
-Any original shipping charges incurred are not eligible for a refund.
-Once you have shipped the item(s), please provide ** with a valid tracking number for proper tracking, delivery confirmation, and timely credit processing. Proof of delivery will be required before issuing the credit."
Had we been contacted prior to the shipment, we would have promptly provided you with the necessary return labels. Unfortunately, we are unable to issue a refund for the shipping cost that has already been paid.
We sincerely apologize for any confusion or misunderstanding caused. Please let us know if there is anything else we can assist you with.Customer Answer
Date: 05/16/2023
I am rejecting this response because: I followed the online instructions to return the item via the website which sent the initial instructions without a prepaid label. No where on your website does it indicate that you have to call customer service to request a return (see attached return policy that indicated to file the requestion online). When I was at ***** I tried calling your customer service for assistance but after waiting on the phone there was no customer service agent available. When I finally called I was on hold for an agent for over 1/2 hour. If you want people to call customer service for a return your website should clearly indicate the same. This is a deceptive process on your part that if you want a prepaid label that you need to call customer service.
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