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:01/10/2023

  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.

  I have tried to contact the company about two broken pieces I received for my chairs and I also emailed the company two weeks ago. They company just has you sit on hold for hours and doesnt respond to emails. I now have 2 out of 6 chairs I cannot return or put together. I need two replacement seats sent to my house.

  

  Business Response

  Date: 01/11/2023

  Spoke to Customer on 1/10/2023.  Order was placed for 2 broken seat boards with ETA 7 to 10 Business days. 

• Initial Complaint

  Date:12/05/2022

  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 purchased *************** Fireplace console with white finish from **** advertised by the seller as new on 11/24/2022. We opened the box on 12/4 and was preparing to assemble when we realized one part was missing. The assembly instructions state to not contact the store to contact Whalen for missing parts. I've called several times and also left an email and I cannot get thru to anyone and no response to the email. I paid $205.26 for the item as a Christmas gift for my parents. I feel like I have been scammed. **** us trying to help resolve the situation with the seller, but buyers should really be aware if this company.

  

  Business Response

  Date: 12/06/2022

  12/6/2022 Order has been placed for Part 1 Part H with ref# ******* ETA **** business days via *** as it was purchased from an unauthorized store. 

  Customer Answer

  Date: 12/06/2022

  
  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:09/20/2022

  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.

  In November 2021, I purchased a ******* 75 inch ** and Whalen glass top stand from Best Buy. The stand was easy to assemble and there were no issues until June, 2022. I fell asleep in my great room after returning from a trip. At about midnight, I awoke to a loud explosion. The tempered glass on the top shelve shattered into thousands of pieces causing the ** set to fall to the ground. There were tiny pieces of glass every where, not to mention how frightening this was. There were also numerous scratches and nicks to my Brazilian cherry hardwood flooring, in the great room. I reported the claim to Whalen. They immediately told me they would reimburse me for the ** and stand. I then asked about the damage to the flooring and I was asked to send pictures and an estimate. I was also told to provide proof of purchase of the ** and stand from Best Buy. All of this was forwarded to Whalen. In addition, I sent photographs of the shattered Whalen stand, the damaged ** and multiple pictures of the flooring. I hired ******** Flooring to do the repairs as they were the only company recommended by two reputable flooring companies in ***********. After going back and forth, we finally agreed to a settlement of approximately $3,480.00 to cover the **, ** stand and 50% of the repairs to the wooden floors. I agreed to this as the company would not agree to pay for the actual repairs even though no explanation was given. I was told it would take four to six weeks to get my reimbursement check. I called yesterday to follow up as I never received the check. Another person at Whalen told me that upper management changed their mind and would not pay anything for the damaged flooring. I was never told this and advised the person I was originally dealing with that I would be filing a complaint with the BBB. If not satisfactory, I will proceed to Small Claims Court as a final option. I have all the documentation and emails from Whalen confirming our settlement, etc.

  

  Business Response

  Date: 10/03/2022

  Based on the information provided by the customer, ********************** will compensate for damages caused to the ** and ** Stand.  In order to initiate the compensation process, the customer can call ********************** at ************.

  Customer Answer

  Date: 10/04/2022

  Whalen Furniture did not make an offer following my BBB complaint. Approximately 7 weeks ago, their representative accepted my counter offer regarding the damage to my wooden floors. I offered to settle my claim for 50% of the damage to the wooden floors bringing the total settlement offer to about $3,500. The Whalen representative I was dealing with said she heard back from upper management and my counter offer was accepted. I was told it could take six weeks to get the settlement check. Nothing came in this time frame so I contacted Whalen and was simply told they changed their mind and would not offer any money for the wooden floors; just reimbursement for the ** and ** stand. Their agreement to accept my counter-offer is in writing (email form) and is clearly a breach of contract. I will be filing small claims court in ************ where small claims actions are heard for incidents that take place in ***********, **. I will be seeking reimbursement for the full amount of the wooden floors, the Samsung ** and ** stand in Small Claims Court. My total claim will be slightly over $5,000.  

  

  Business Response

  Date: 03/02/2023

  This complaint has been settled with ******************** and Whalen.

  Customer Answer

  Date: 03/02/2023

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