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Ballard Designs

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ballard Designs's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 32 total complaints in the last 3 years.
    • 12 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 spent almost $1.5k for OUTSIDE lights at Ballard Design and within 3.5 years, they look like garbage...discolored, tarnished, rusted, etc. When purchasing expensive lights that are DESIGNED SPECIFICALLY for the outside, it's unacceptable that they fall apart in less than 4 years. I wouldn't expect cheap lights to last very long outside, but the expectation is different when you spend this much money for lights...again...designed to be outside. I've attached pictures so you can see how bad they look with the discoloring and rust.

      Business Response

      Date: 07/12/2024

      We've reviewed the customer concerns and we've reached out to assist with the issue. 

      Customer Answer

      Date: 07/16/2024

       
      Complaint: 21927609

      I am rejecting this response because: they would like to refund me the wrong amount.  I am asking for replacement lights but, if they are only willing to give a refund, I want to make sure that it's for the correct amount.

      The new attachment I added shows the correct amount ($1,456.05).

      Sincerely,

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

      Business Response

      Date: 07/24/2024

      We've realized from a keying error that we owe her more. We will be sending customer a check in the amount of $1457.52.

    • Initial Complaint

      Date:06/30/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 banquet which was to be delivered by February 13. By *****, when the product was still not delivered, I tried to cancel order. They said they had started production on product and couldn't cancel. Now, in July, I get another message that the product is still not available. So 6 months has passed, and I want to cancel. Haven't been charged, just want to cancel. Meanwhile, on website they are still ensnaring customer by claiming this item will ship in a few weeks. Going online, I see the estimated delivery if I ordered today is Aug 26 - that is 7 weeks from now. This is a big lie and improper advertising!

      Business Response

      Date: 07/12/2024

      We've reviewed the customer concerns and we've reached out to the customer. The order has been cancelled. 

      Customer Answer

      Date: 07/12/2024

       
      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:05/01/2024

      Type:Product Issues
      Status:
      Answered
      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 desk set. They sent duplicate of one of the items. There was no charge for it.we returned it for a refund. They sent a gift certificate. we were okay with that. we like their products. they refuse to honor gift certificate. they say it has expired. i told them it has an expiration date of 08/30/2024. They insist it is expired. i have attached copy of gift certificate. we sent back duplicate that we weren't charged for (their mistake). accepted gift certificate in lieu of cash refund. not only are they not honoring gift certificate, but they are rude about it.

      Business Response

      Date: 05/14/2024

      We've reviewed the customer concern, and we'll reach out to the customer to re-issue the gift certificate. 

    • Initial Complaint

      Date:12/26/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 rug November 6. They canceled the first delivery. The second delivery never arrived.

      Business Response

      Date: 01/04/2024

      We've reviewed the customers concern and the refund was processed on December 26th. We're working with our transportation department on the miscommunication. We'll follow up with the customer to address the issue. 

      Customer Answer

      Date: 01/04/2024

       
      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:11/18/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 the chair it is beautiful. One of the problems is that the bird was to be on the back and the flowers on the front. The other major problem are the cracks in three different places.They promised to replace, then they never sent arrangements to pick up. I contacted a few more times, then they said I had to call the day before pick up so that they could schedule. I called the day before, and no there system is down and will be down a few days so I need to call back. I believe they have no intentions because it has been several months, and I've gotten nothing but the run around.The box is as flimsy as they come and I've added extra bubbles and cardboard to hopefully prevent any additional damage. I would like this resolved.

      Business Response

      Date: 12/07/2023

      After reviewing the customer's concern, we will reach out with a resolution. 

      Customer Answer

      Date: 12/08/2023

       
      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:11/18/2023

      Type:Delivery Issues
      Status:
      Answered
      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 4 chairs only 3 showed up. Called 5 times keep getting the same response that they are working on it. They tell me when they are calling me back. Example will call in 1 day 2 days or a week. No calls. I have to constantly follow up and nothing gets resolved.

      Business Response

      Date: 12/07/2023

      After reviewing the customer's, we will reach out with a resolution. 

    • Initial Complaint

      Date:07/13/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 quilt from Ballard design in September 2021. Shortly after, it started falling apart. I reached out to Ballard to let them know about the issue in March 2023 once the issue had worsened. They proceeded to issue a credit for $127.60 after I sent photos to a closed credit card without my permission. Ive been emailing and calling them ever since trying to get it resolved and they sometimes say the check is in the mail and other times say its not possible to retrieve the funds. I am so exhausted by the run around and want a check so that I can purchase new bedding.

      Business Response

      Date: 07/26/2023

      We've reviewed the customer concerns and we will reach out to address the issue. 

    • Initial Complaint

      Date:06/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      3 Lemans counter stools purchased from Ballard Designs in July 2017, order #x472404410015 with rush seats at $299 each. The rush seats are now cracking/splintering/catching on our clothing. Letter was sent to Ballard Designs (and photos) requesting the seats be replaced as this damage should not be happening to a $299 stool that is still advertised and listed in their catalog. Ballard Designs response states they stand behind their products, but only for a 1 year warranty. Very deceptive as the stools start falling apart after the warranty year.

      Business Response

      Date: 06/21/2023

      We reviewed the customer concerns and we'll reach out to customer on a resolution. 

    • Initial Complaint

      Date:04/27/2023

      Type:Product Issues
      Status:
      Unanswered
      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 for the Geneva Bookcase on Feb 28, 2023. Received the first bookcase on March 13th using Ballard's "white glove" service by *************. The delivery guys unpacked the bookcase and found some of the finish missing and black smears in other parts of the finish. They had me contact customer service and arrange for an exchange. (I had a painter on site who offered to repaint the bookcase, but Ballard's offered discount for the item did not cover the cost to repaint it. We proceeded with the exchange.) The second bookcase arrive on April 4th. Again the delivery guys found the bookcase damaged (a crack on one of the legs). A credit was requested. The poor quality of this product was no longer in doubt. ************* took them both on April 4th and provided me with both RA numbers. I was told the credit would be issued when the bookcases reached the warehouse. With no communication I called several times and found out that on April 10th at the direction of Ballard Design's the bookcases were picked up by an unknown carrier and on or before April 20 the bookcases were delivered to an unknown warehouse. Again I called and was told at least one of the bookcases had been received and the credit would be issued in 5 business days. Six business days later, I called and was told that it would be 10 business days after Ballard's return department reviewed them, but that the customer service person was going to send an email and request the credit be processed. REALLY!! Ballard Design's own delivery guys flagged the bookcases as damaged and took them back. Why can't I get written communication that the "return department" has the bookcases and the amount of credit due. More importantly - why are they holding up the credit at all? I want a full credit for the bookcase, tax and shipping applied to my credit card immediately. AND an apology for the defective product and sloppy customer service wouldn't be a bad idea either. SIGNED DISGUSTED

      Business Response

      Date: 05/09/2023

      We've reviewed the customer's concerns and we'll reach out with an apology. The refund was done on April 28, 2023. 

      Customer Answer

      Date: 05/10/2023

      Ballard issued credit for the bookcase and tax but short the shipping charges on the date they received the BBB complaint, April 28, 2023.  Called Ballard for a 5th time and demand a refund of the shipping.  That refund was finally provided until May 1,2023.  On May 8, 2023 I received an email from Ballard with an apology.  It included a discount certificate for $100.  That was nice except the certificate expired on the same day, May 8th.  The certificate info in the email did not include any identifying information that allowed it to be applied.  The more formal certificate showed up in my email on May 10, 2023, two days after it expired.  This company is dishonest and incompetent.  I will have no further business with them.

      Business Response

      Date: 05/11/2023

      I've reached out to the customer and informed her that the gift certificate expires on May 8, **** and sent her a screenshot of GC number and expiration date. 

      Customer Answer

      Date: 05/11/2023

       
      Complaint: 19991717

      I am rejecting this response because:  The original gift certificate expired on the date issued.  The company is correcting this additional error and making it look like I (the customer) was in error.  Not true.  

      How many customer service mistakes can this company make in one transaction.  It is laughable at this point.  I do not want to spend anymore time on this issue.  I will stay away from Ballard Designs and make sure everyone I know does the same.

      Sincerely,

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

    • Initial Complaint

      Date:03/30/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      The upholstered bench with Performance Upgrade Fabric arrived with a noticeable flaw. Phone conversations and various emails starting on 11/22 are attached.As of 3/23 Ballards is claiming that no notification of desired replacement has been received.Ballard Designs Order Number: T4849706 Items Purchases:PRODUCT NAME: ******* CORNER W 2 36 INCH BENCHES COM BLACK LEGS / UB070 COM BLK ***Item Non-Returnable***QUANTITY SHIPPED: 1 SHIP METHOD: Truck SHIP STATUS: SHIPPED TRACKING NUMBER(S):Purchased the upgrade of Performance Fabric Order Subtotal:$2,683.45 Shipping:$118.00 Tax:$223.88 Total:$3,025.33 ******************* **************

      Business Response

      Date: 04/12/2023

      We've reviewed the customer concerns and we've reached out to the customer. A replacement order has been set-up for the damaged item. 

      Customer Answer

      Date: 04/12/2023

       
      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,

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

    Ballard Designs is NOT a BBB Accredited Business.

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