Complaints

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

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  Ballard Designs

  1235 Chattahoochee Ave NW Atlanta, GA 30318-3648

• 

  Ballard Designs

  1475 Holcomb Bridge Rd Roswell, GA 30076-2139

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:02/26/2023

  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.

  On November 3, 2022 I purchased a sideboard ORDER NUMBER:T5339120 with an expected delivery between 12/05/2022 - 12/12/2022. As I watched the tracking information, I saw that the item had not been shipped out as expected. On December 7th, ********, a customer service rep apologized for the delay and wrote that I would receive a shipping credit after the item had shipped. Again, I contacted Ballard Designs on December 28th inquiring about the expected shipping date. I finally received the item the 2nd week of January. On January 30th I contacted Ballard Designs inquiring about the shipping credit. Patches, a customer service rep, stated that I should receive a credit in 3-5 business days. It is February 26th and I have yet to receive the credit. The furniture purchased was intended for the holidays. It was not delivered as expected. I made concessions based on the promise of a shipping refund.

  Business Response

  Date: 03/09/2023

  We've reviewed the customer concerns. The shipping fee was credited on February 17, 2023, to her original form of payment. We'll reach out to the customer and share which credit card number it was refunded too. 

• Initial Complaint

  Date:02/25/2023

  Type:Delivery 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.

  October 2022 I ordered 4 Outdoor dining chairs. I discovered they were only three delivered to my client on the island of Kauai in the ******** islands One month later I learn they only had three chairs in stock after calling repeatedly about where the fourth chair was. I was credited for the missing chair. The option of returning these 3 chairs was pricey. needed to be re-boxed, and shipped back, Which was out of the question.My clients needed the outdoor chairs. We kept the 3 (repairing one which was cracked.)In January 2023 I ordered two similar side chairs for my client to make up for the missing chair. After two months waiting and calling the business and shipper in ******** I was finally told the shipment was lost. I was told to cancel the order and get a credit, Then reorder.I re-ordered the identical chairs and it will be three weeks on 3/1/2023, Wednesday and the product has still not left the warehouse. I have been told they are in stock.It has been a comedy of errors with this company, going on 5 months!!My clients like the chairs and I am trying to get some side chairs to complete the set. No one seems to have an answer. No one is taking charge. I am stuck as a designer trying to work with Ballard and solve this Mele of incompetence.I hope you can light a fire under someone!

  Business Response

  Date: 03/09/2023

  We've reviewed the customer concerns and we'll reach out to the customer. We will also reach out to the carrier on confirmation on the delivery date of the order. The expected delivery timeframe is between March 14th and March 21st.  

• Initial Complaint

  Date:02/12/2023

  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.

  The company took 5 months to make a custom pillow then when it came the pattern is placed in a way it cant be used its upside down and you would have to stand it straight in the air for patterns to look good but u couldnt or wouldnt put a pillow like that I called and I emailed them they wont stand behind there bad work and product . Its only worthy of garbage can its aweful and I deserve m money back Very disappointing Ive spent about 30 k at ****************** and then treat a customer like that over a 150 pillow .

  Customer Answer

  Date: 02/15/2023

   
  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.

  
  
  Hello
  Re complaint 1939249
  Ballard designs emailed this morning they are remaking a new pillow and will ask the Vendor to match how they advertise it on there website So all is resolved Thank you
  
  Sent from my iPhone
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/18/2022

  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 wanted four runner rugs. So on 11/13/2022 I placed an order #T5364390 for $1,438.00 from Ballards. They sent one rug that was the correct size (runner) and three that were 3x5'. I sent the three incorrect size rugs back to Ballard and received credit for all three. No problem.I then ordered three more runner rugs on 11/17/2022 to replace the three incorrect size rugs. This second order is #X6173290 for $1,078.50. Here's where the problems arise. Two rugs arrived that were the wrong size again 3x5. One was never received. The *** tracking for this one is 1ZA3285X0318988898. I was refunded $359.50 for the rug that never arrived. I sent the other two incorrect rugs from this order with the *** labels Ballard provided. The *** tracking numbers for these two returns are 1Z75E17V9096729039 and 1Z75E17V9097333642. I sent them back to Ballard on 12/2/2022 and they were received by Ballard's warehouse on 12/7/2022. When I call, chat, and email about the refund for these two rugs, they refer to the refunds issued on the first order #T5364390. They can't seem to comprehend that this is another order that I have paid more money for.Finally, I called the Ballard store in *************** on 11/28/2022 and had an associate place an order #X6179390 for three rugs to replace the two incorrect rugs they sent and the rug that never arrived for $1,015.06. I finally received the correct size rugs.So, Ballard still owes me $719.00 for the two rugs that I returned from order X6173290 that were received by them on 12/7/2022. I only mention the other two orders because the customer service representatives are confused by the whole mess that Ballard created by repeatedly sending the wrong merchandise. I hope this clarifies everything. I am happy to answer any questions.

  Business Response

  Date: 12/29/2022

  We've reviewed the customer concerns and we will reach out to the customer to assist with the remainder of the refund. We will process the refund as quickly as possible. 

  Customer Answer

  Date: 12/29/2022

   
  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:12/08/2022

  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.

  I ordered two rugs from Ballard Designs. Order number X6130769.One rug came, one never showed up. I called to return the one that came because of a color issue. It is unused. Ballard Designs representative ordered a pick up of the rug I am returning, and a tracer on the rug that never came. They stated that they will refund me once they get their rugs back, and that I would hear from their shipper in 5-7 days to pick up the rug that I am returning. I never heard from the shipper so I called again. I got the same story and the representative side she will reissue and pick up from the shipper. I waited another week, with no contact from their shipper. I called a third time and asked for a supervisor. She said she would expedite the pick up with the shipper and that I would hear from them in ***** hours. Three days later I still had not heard from the shipper. I called a fourth time. Another supervisor told me that they found the rug that was never delivered, would credit that one, and would send another request for the shipper to pick up the rug I am still waiting to return. They will not refund me until they get their rug, but now I have no confidence that this rug will get picked up, and I believe they should refund my payment for this rug because I am not responsible for the lack of service from their shipper. I am no longer willing to wait for my refund if I have no control over this rug getting returned. I would like help in getting my refund. Thank you for your attention to this matter.

  Business Response

  Date: 12/19/2022

  We've reviewed the customer concerns and we've reached out to assist with refund. We're working with carrier on the delay of the rug pick-up. 

• Initial Complaint

  Date:11/15/2022

  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.

  The shipment was delayed. I submitted a request for a shipping refund of $143 back to my credit card. ***** the representative advise me they sent out a $50 gift card. I want a full refund back to the original payment.

  Business Response

  Date: 11/17/2022

  We've reviewed the customer concerns and we've reached out to assist with the remainder of refund. 

  Customer Answer

  Date: 11/17/2022

   
  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:10/24/2022

  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.

  This upholstered chair description on their website is "hand crafted of limed oak" and "Limed oak frame". But what arrived is entirely constructed of molded plastic from *****. This is false advertising.

  Business Response

  Date: 11/01/2022

  We've reviewed the customer concerns and we've reached out to assist with the return of the item. 

• Initial Complaint

  Date:09/07/2022

  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 purchased 3 pictures from Ballard Design on 7/6/2022. They were delivered the last week of July but were damaged so I immediately contacted Ballard Design to let them know the items were damaged and asked for a return label since none was provided. I was told by the customer service rep at ********************** design that since I used PayPal for the purchase I had to go thru them for my return. I contacted PayPal and they set up a dispute for me and asked me to send them items back to the vendor which I did on 8/9/1022. When I didnt see my return go thru I contacted both Ballard Design who said that PayPal wouldnt accept their return because there was a pending dispute so I contacted PayPal who told me that Ballard Design never tried to send thru the return and they had closed my case but they would reopen it and I was to get in writing from Ballard Design that they received my items and were intending on processing a return for me. I contacted Ballard Design who said they again tried to process the return but PayPal would not accept it because there was an open case so here I sit still not reimbursed for the items in the amount of $1067.90 plus the amount I had to pay out of pocket to return the damaged items to the vendor in the amount of $205.25! I have called both Ballard Design and PayPal about 10x over the past month and neither of the companies has taken ownership but blames the other as the reason I have not yet received my refund! Can you please advocate for me as a consumer?

  Business Response

  Date: 09/19/2022

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

• Initial Complaint

  Date:08/30/2022

  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.

  This complaint is in reference to order # T4778345 with Ballard Designs. I originally placed this order on March 8, 2022 in the amount of $2,045.24 for two custom upholstered headboards. The headboards were originally supposed to arrive sometime late May. That original estimate was delayed and I finally heard from FragilePak (3rd party delivery contractor) with a scheduled date of delivery for July 27, 2022. FragilePak cancelled my delivery that day due to unforeseen circumstances. They said they would reach out to me to reschedule. I emailed them to find out what was going on on August 4, and heard nothing back. On August 9, I received an email stating that the order was ready to be delivered. I set up delivery for August 16. My adult son signed for the delivery which consisted of one box. He said the delivery driver told him that "apparently the shipment had two boxes and the other one had already been delivered." This is not true. The one box we received is labeled 2/2.I have called Ballard customer service twice and was to have received a response to my inquiry. I have also contacted FragilePak. Their email back to me stated that their instructions were to deliver one box. I have now emailed Ballard customer service and received no response. Finally, I visited their local storefront in ****** to see if they could help and the said the inquiry had already been escalated and there was nothing they could do but wait to hear back. It has now been approximately 3 weeks since I have attempted to have this issue resolved, and it seems clear to me that Ballard intends to do nothing. I would like a full refund for both headboards and for them to pick up the single headboard from me which is no good without its other half. Thank you,*************************

  Business Response

  Date: 09/08/2022

  We reviewed the customer concerns and we've reached out to assist with the deliver of the second headboard. The remainder of order has been delivered and we'll refund shipping fee for the inconvenience. 

  Customer Answer

  Date: 09/08/2022

   
  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:08/30/2022

  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 purchased an ~ $2000 console table on 7/15/22, when it was delivered on 8/2/22, it came damaged and was refused. Their shipping company returned it. On 8/2/22 I called customer service and they said I would get a refund in a few days. I called again on 8/10/22 and was told my refund would be issued by 8/17/22. I called back again on 8/22/22 and spoke to customer service **** ****** who told me she processed the refund (as we were on the phone) and that the refund will hit my account in 3-5 business days. It is now 7 business days later, and I still do not have my refund. It is almost a month since the damaged console was refused/sent back and they are still holding my money hostage. ($1907.15)

  Business Response

  Date: 09/08/2022

  We reviewed the customer concerns and we've reached out to assist with the refund. We will process the refund as quickly as possible.