Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/24/2024

  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 purchased an industrial rack through a liquidator and one of the vertical posts on my shelf was welded upside down, rendering the shelf useless and unable to be assembled. One post was the right side up, but the other side was welded on upside down, so the shelf cannot slide into it. On the company's website, under their "Whalen Value," they say "Our commitment doesnt end when you buy our product. Regardless of where you purchased it, were here to serve you. If a part in the box is missing or damaged, our customer service team will ship you a replacement." Here's the link if you would like to see for yourself: *************************************************************************** I called the company, they said that they would not replace the part because I did not purchase it at ******, despite their website stating that they would replace it no matter where it was purchased. They offered to sell the part to me for a whopping $110. I feel frustrated that they will not stand behind their product and send me the replacement part that I need without charging me an exorbitant amount, and misled by their website. I do not believe that the burden should be on me to pay for the replacement due to the fact that this was a manufacturing and quality issue that occurred in their warehouse, and because of their "commitment" which they will not stand behind. I would like to be sent the replacement part and not have to pay $110 for it.

  

  Business Response

  Date: 10/25/2024

  Spoke to customer on the phone 10/24/2024.  Explained that once our retail partners sell our parts to a liquidator the 1-year warranty on parts does not apply. Offered to provide her a shipping quote for the part and sent it to her for her review.

• Initial Complaint

  Date:07/10/2024

  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.

  Purchased a shelving rack on July 9, 2024 from ****** ******. I got the unit home and discovered a piece had a significant dent out of the box. Phoned Whalen customer support for a replacement part and told the representative I was located in ******. Representative told me they have the part in stock and could send it once they confirmed the damage. Whalen sent me an email and asked that I provide pictures of the damage and my receipt when I had a chance and that they would send a replacement. I replied to the email as requested, shortly thereafter Whalen responded saying they will not ship to ******. Whalen's response was to return the unit to ****** and were unwilling to do anything further. This is not an acceptable resolution or feasible for me given the weight (>200 lbs) and size of the unit (84 inches long) as I do not have ready access to a vehicle to transport the rack and needed to borrow one to make the original purchase. I am requesting that Whalen send the replacement for the damaged part, which they originally said they would.

  

  Business Response

  Date: 07/11/2024

  We did he offer the member $40 compensation to keep the unit As-Is which customer denied. The customer can contact us again to discuss the possibility of offering a higher compensation to keep the unit As-Is.
  
  

• Initial Complaint

  Date:05/19/2024

  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.

  Since January I have been trying to contact you since I bought a ****** 50in Black 3-In-1 ************* Stand and the three glasses came broken and until now I have no response

  

  Business Response

  Date: 05/20/2024

  1/8/2024 We received an email regarding the 3 glass pieces where broken.  We responded with the following information: REPLY TO CUSTOMER- ADVISED TO RETURN TO STORE
  EMAIL-
  Hello ******,
  
  Thank you for purchasing our Whalen Style product. Unfortunately, we are unable to replace 3 pieces of glass for this model.
  
  Please contact the retailer where unit was purchased, for exchange or refund of this item.  
  
  We apologize for any inconvenience and feel free to contact us if you need further assistance.  
  
  Best Regards,
  
  *******
  Call Center CSR
  **********************************************************************************
  Telephone: ************ / ************
  Fax: ****************
  www.whalenfurniture.com
  www.lifung.com 

• Initial Complaint

  Date:04/29/2024

  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.

  Subject: Urgent Safety Concern with Metro 7-piece Dining ********** item ******* To,Baysides Manufacturer,I hope this email finds you well. I am writing to express my deep concern regarding a safety issue with the Metro 7-piece Dining Set that I recently purchased from ******* which is manufactured by your company.Upon installation of the dining set in my home, we encountered problems with stability and leg alignment. While we were able to address these issues initially, a more serious safety concern has arisen during use. Recently, my three-year-old daughter experienced a frightening fall from one of the dining chairs due to a gap between the chair back and the seat. This incident has left us extremely worried about the safety of the dining set, particularly when it comes to the well-being of our children.As a result of this safety issue, we have been forced to restrict the use of the dining chairs, especially for our daughter, which has greatly disrupted our family dining experience. It saddens us deeply that we are unable to gather as a family around the dining table as we had envisioned when purchasing this set.I am reaching out to you with the hope that you will take immediate action to resolve this matter. It is imperative that the safety of your products be ensured, especially when they are intended for family use. I kindly request that you investigate this issue promptly and provide a solution that will allow my family to use the dining set without fear of injury.I appreciate your attention to this urgent matter and look forward to your prompt response and resolution.

  

  Business Response

  Date: 05/03/2024

  We have spoken to the customer and are working toward resolution.

• Initial Complaint

  Date:12/08/2023

  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.

  e-mailed bayside furnishings for product information on 11/24/23, called 11/25/23, called again multiple times throughout the next week and a half until finally spoke to a manager 12/6, received call back on the 8th from manager ****** ******** that I would have to call ****** for MANUFACTURER details to be released. I am looking for safety information such as VOC emission and paint information (if water based, safe for children, and other safety information) on a kids loft bed I pur*****d from ****** manufactured by Whalen/Bayside furnishings. This is a safety matter that ANYONE should be entitled to. This is concerning that the manufacturer did not have this information on hand and readily available, took 2 weeks to contact the department overseas just to tell me they couldnt help after all. After 2 weeks of inquiry sending me on a wild goose ***** back to the retailer is NOT professional, appropriate, or ethical knowing the retailer is just going to tell me to contact the manufacturer.

  

  Business Response

  Date: 12/11/2023

  The customer was provided the following information: "The testing information is technically Costcos as we produce it specifically for them at their request.  If they (Costco)directs Whalen to provide the information, we would give it to ****** and they can present it to the customer." 

  Customer Answer

  Date: 12/11/2023

  I spoke to management at ****** and they said this is information that I should contact manufacturer for. When it comes to safety information such as VOCs, anybody should be able to access. Please reconsider providing rather than placing barriers to acquiring if you are not hiding concerning information. 

  

  Business Response

  Date: 09/11/2024

   Customer was instructed to call ****** for MANUFACTURER details to be released regarding safety information on as VOC emission and paint information on this product.

  Customer Answer

  Date: 09/11/2024

  I called ****** first and was informed they cannot provide the information as the product only sold by them but manufactured by Whalen and Whalen would have the product safety information. Whalen appears to be trying to hide potential environmental toxicities from the public and avoiding all transparencies by directing me to a dead end of calling ****** who only sells the product- does not make them. 

• Initial Complaint

  Date:12/02/2023

  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 purchased a closet system (SMMEMCLS-BR) from ***'s Club on November 10, 2023 for $349.00. One of the pieces was damaged. I completed the contact form on their website to request a replacement piece. I never received a response. I called them instead, and they sent me a replacement piece that was delivered a week later. The part they sent me was not the right part, and it was also damaged. It is now December 2, 2023 and I will need to contact them again to send the right part and wait at least another week for it to be shipped and delivered. This should have been resolved the first time I contacted them.

  

  Business Response

  Date: 12/04/2023

  Hello *********************  We have your Incident Request #******* and will review the replacement part for quality prior shipping to your address we have on file.  In addition, you will receive a new package tracking number to ************************* There is no action needed on your part. If you have any further questions, please call Whalen at ************
  
  

  Customer Answer

  Date: 12/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:11/14/2023

  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.

  Horrible quality and no customer service offered. I ordered a piece of furniture that was defective. After spending almost an hour constructing a very large heavy piece, I found a main part was missing hole. The company said I'd need to wait up to 2 weeks to receive a replacement part. It's pretty much the base of an entire TV stand that took 3 people just to get to an elevator. I'd have to spend hours disassembling it or have it sitting in the middle of my floor half completed. *************** that makes no effort to make up for the GARBAGE quality they provide.

  

  Business Response

  Date: 11/15/2023

  Hello,

  Our shipping partners dictate the delivery ETA which in this case was **** business days.  Please check your email as a *** tracking number has been assigned to your replacement part order.  Thank you.

• Initial Complaint

  Date:02/23/2023

  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.

  We purchased TV Console Table online on 2/10/2023. It was delivered to us on 2/17/2023. When my husband was assembling the console,he noticed that the upper right hand corner of the top panel was damaged . We went on the Whalen website , because the instructions said not to contact OverStock.com.I filled out the customer care information and also sent a couple of emails with pictures. We have heard nothing from the company. Their phone number is no longer in service for customer support . Please advise.

  

  Business Response

  Date: 02/24/2023

  Tried contacting the customer and had no answer. We received the customer email request for the part needed and replied back on it. We processed an order for the Top Panel with ref# *******,but unfortunately is out of stock. Customer was advised on the email and provided the option to exchange if this does not work for him.
  
  

• Initial Complaint

  Date:02/07/2023

  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.

  We purchased a desk made by Whalen and sold by Staples here in ************. We went to Staples who told us to contact the manufacturer. We are missing parts for the desk - specifically the (15) 5/32" x 25mm bolts (qty 4+1 extra). That part of the bag of bolts was just empty. We are trying to contact the company but are not getting any response. We have called the support line and waited for hours on hold, but nobody ever answers. We have emailed them twice but go no response. In looking at the reviews it seems that the only way to get a response is to file a complaint with BBB, so here we are. Their phone support line is only an endless recording loop and their email contact is an un-monitored inbox. It turns out, the BBB is their customer service point of contact. I've attached the receipt.

  

  Business Response

  Date: 02/09/2023

  On 2/7/2023 an order was processed per her request for replacement parts.

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an electric fireplace/heater that is malfunctioning. I have followed the instructions in the customer care guide/owners manual to resolve the issue; but this did not help. My complaint is with the customer service, or lack thereof, from **********************, **** I have called and emailed them on several occasions, but have never received a response. I just want to know what to do next to fix the fireplace. Any help in this matter will be appreciated.

  

  Business Response

  Date: 01/19/2023

  Hi ****, One of our Agents tried reaching out to you today but was unsuccessful.  We left a voicemail and replied to your email message.  We look forward to assisting you in resolving the issue surrounding the fireplace insert.

  Customer Answer

  Date: 01/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************