Complaints

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

close

Find a Location

FIDELITONE has 32 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FIDELITONE

  1260 Karl Ct Wauconda, IL 60084-1086

  
• 

  Fidelitone

  113 27th Ave NE Suite G Minneapolis, MN 55418

• 

  Fidelitone

  13323 Carowinds Blvd STE A Charlotte, NC 28273-4994

• 

  Fidelitone

  8225 Washington St NE Albuquerque, NM 87113-1681

• 

  FIDELITONE

  6920 W Allison Rd Chandler, AZ 85226-5146

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:04/17/2023

  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 order two pieces sofa from West Elm, order number:323162917393, paid delivery fee for $309. Got a email from Fidelitone for Order Number ************** for delivery. I got scheduled for delivery on 4/8. They called me on 4/8 morning that their truck broke down. So it got rescheduled to 4/11. On 4/11, they didn't show up, and no communication from their end. I got another email about this order is ready for schedule delivery. So I called them, and they cannot gives me a direct answer for what happened. They called me on 4/14 that they can deliver it on 4/15. On 4/15, they didnt show up again, and I got the same email about this order is ready for delivery. At this point, I dont know if they even have the package, lost it or just not able to deliver. I want them deliver this sofa on a timely manner.

  

  Business Response

  Date: 04/18/2023

  Thank you for reaching out  regarding your delivery, we are very sorry to hear about the lack of commitment in getting your merchandise to you as promised.  I understand that our Delivery Manager has been in touch and that your delivery is now scheduled for this week.  We will follow up with you afterwards to ensure your satisfaction and appreciate the opportunity to service you.  Thank you again.

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  One of the manager has contact me, and the sofa has been delivered today.
  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:03/17/2023

  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 placed a West Elm order# ************ in February and at the time of placing the order it was stated that the nearly $300 delivery fee included unlimited local delivery. I've called several times this week to try to get my couch delivered that is at their warehouse; however, I continue to get the runaround. Supposedly, a new policy occurred on Tuesday of this week that states they have to get "permission" to split the delivery. I spoke with **** at FIDELITONE on Wednesday, 3/15 who stated that they had to get West Elm to approve the split delivery and they would call me back the next day. When I didn't get a call back, I called West Elm today 3/17 and spoke with ****** who stated that my request for unlimited delivery should be honored and FIDELITONE would have to update their systems so my couch could be delivered while the other items (dinner table, 2 living room chairs) are still in transit. She stated that she put a note in the system stating that they need to deliver the couch but advised me to contact FIDELITONE again to arrange the delivery because they make the decision to split. I called FIDELITONE, spoke to ******, she stated a supervisor/escalations would have to approve- no one answered so I left a voice mail. I called back this afternoon and spoke to ****** at FIDELITONE who transferred me to Asia (supervisor/escalations) who continuously tried to tell me that she couldn't make the decision to split the delivery and I would have to talk to West Elm. After going back and forth with her, she put me back in the queue and I received an email and text stating my order was ready for delivery and they would call or I could schedule it on their online system. When I clicked the link to schedule the delivery on their system, a message appeared that I couldn't schedule it because they were waiting for the items to arrive at their warehouse. If I don't get a call from FIDELITONE by Monday, 3/20 to schedule delivery for the couch I will cancel the entire order.

  

  Business Response

  Date: 03/20/2023

  Thank you for your feedback, I understand that your order is now complete and is scheduled for delivery this week.  We certainly apologize for any miscommunication between West Elm and Fidelitone.  We will work with our partners to better understand their requirements for future deliveries and hope you enjoy your new purchase. 

  Customer Answer

  Date: 03/22/2023

   
  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:02/16/2023

  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.

  Purchased a king size mattress and box spring from ****************** on June 4, 2022. Contacted by Fidelitone for delivery to be on November 23, 2022. Delivery never occurred, we were told that the delivery truck broke down and rescheduled delivery for November 30, 2022, not the next working day which would have been November 25, 2022. On November 30, 2022 never contacted, could not contact anyone at Fidelitone who knew where the delivery truck was located, but never received the delivery. Contacted on November 31, 2022 by Fidelitone that they had lost the king size mattress and box spring and were looking for it, but it might take up to three weeks. I am not sure how you lose a king size mattress and box spring, it is not a small piece of furniture. They were never able to find the mattress and box spring so we had to reorder a new with ******************. Contacted by Fidelitone that the new mattress and box spring would be delivered on February 15, 2023. When mattress was never delivered, contacted Fidelitone and they stated that it is now rescheduled for February 22, 2023. This has become a viscous cycle and we still do not have the king size mattress and box spring. We are concerned that this is a scam by either Fidelitone or ****************** and there is no intention of ever delivering the mattress and box spring we purchased in June 2022.I will be filing a similar complaint against ******************.

  

  Business Response

  Date: 02/23/2023

  Thank you for contacting Fidelitone regarding your delivery experience, we are very sorry for the delays in getting your new purchase to your home.  Our systems show that delivery was completed yesterday, February 22nd.  Please accept our apologies for the confusion and issues as our warehouses are experiencing a considerable amount of volume. We appreciate your patience and sincerely hope the final delivery was exceptional.  

• Initial Complaint

  Date:01/11/2023

  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.

  On 1/4/23, Fidelitone delivered a King *** from Crate and Barrel as their third party delivery company to our home. The delivery truck had a hydraulic oil leak and it leaked on my driveway and my curb in my 4 month new home. Crate and ****** says that Fidelitone will call to send someone out to assess the damages and resolve this. *********************** from Crate and ****** has sent several reminder emails to this company. I have not received a call to schedule a time to review the damages and make a settlement so that I can get this repaired. I like someone to call promptly to get this scheduled and resolved.

  

  Business Response

  Date: 01/18/2023

  Thank you for contacting FIDELITONE through the Better Business Bureau.  We are extremely sorry for the issues created by our delivery team.  We understand that you are working with our Claims Specialist on quotes for repair, we're confident that the ****** and our Operations Leadership staff will resolve this quickly.  

• Initial Complaint

  Date:12/13/2022

  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.

  I purchased a bed from pottery barn, paying 159 dollars for delivery and set up. This company delivered the bed which, unbeknownst to me, had a defective support post. The post was unable to be properly screwed into the frame and, rather than notifying me of the issue, just propped the post up and placed my mattress on top, concealing it. When I discovered the issue, I returned it and notified pottery barn, who filed a claim with this company, who assembled it. Originally fidelitone claims offered 500 dollars for the damage their assemblers carelessness did to my hardwood floors, which included discoloration, scratches and gouges. I requested 750, due to the flooring having been discontinued by the manufacturer. Fidelitone has since denied any responsibility, putting it back on pottery barn and myself and closing out the claim without rectifying the situation. I respectfully request this be settled in a satisfactory way.

  

  Business Response

  Date: 12/20/2022

  Based on the photos provided and review of the information with our management staff, we agree that the delivery team was not at fault and deny any claims.  We understand that the manufacturer replaced the product due to a defect. 

• Initial Complaint

  Date:11/18/2022

  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 is regarding the Fidelitone for the ********* ** location. Fidelitone has been non responsive about a package/delivery that they lost. They scheduled a delivery, it was never delivered. I have called multiple times and talked to multiple representatives with absolutely no help, I escalated to a Manager named ***** and he was also just giving me run around about what was going on. He told me he would call me back and I have not heard from him, I have called back to follow up and he has not picked up the call. I was told the delivery was getting looked for on the dock. That was almost a month ago and they will not give me anymore information. They will not respond to my email about this situation.

  

  Business Response

  Date: 11/22/2022

  Thank you for bringing this to our attention, it does appear that delivery is scheduled for today, Tuesday Nov 22nd.  We apologize for any inconvenience and the lack of communication on our part.  Please let us know if there is any more information I can provide. 

• Initial Complaint

  Date:11/11/2022

  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.

  I order two chairs from Rejuvenation and Fidelitone was the delivery company. On October 29 both of my chairs were scheduled to be delivered. On October 28 when the delivery was confirmed there was no mention that only one chair was going to be delivered. When the delivery person arrived he informed me that only one chair would be delivered that day and that Fidelitone would contact me to schedule delivery of the second chair. Once the chair was delivered I was asked to sign for delivery, but this was only a signature box on the delivery persons phone and contained no other information. I was not given any receipteither digital or paper. After a week of not hearing from Fidelitone, I emailed to ask about scheduling the delivery for the second chair. ****** responded and said that both chairs were delivered. She refused to provide me a copy of the documentation that indicated that both chairs were delivered. I replied that that was not the case and if there was anything I could do to file a claim. ****** never replied. I sent a second email asking what Fidelitone were doing to resolve the issue and in an unsigned email, written in shouty capital letters, I was told to contact Rejuvenation and tell them to send a new one, but was not given information any on how to do that without buying another chair. I also called and asked and the person said that they would put a ticket in with the warehouse and that the warehouse would contact me within 24 hours. I was not given the ticket number and was not contacted within 24 hours. Fidelitone had my chair, lost my chair, and now wants me to buy another chair. I want the chair I already purchased and that is currently in Fidelitone's possession. Order number: SWXXXRJ1289897

  

  Business Response

  Date: 11/16/2022

  Thank you for contacting FIDELITONE regarding this issue.   We have reviewed the information from your delivery and will expedite the resolution to finding the 2nd item in our local warehouse.  Please allow for a day or two while we research this and we will respond again as soon as possible.

• Initial Complaint

  Date:08/10/2022

  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.

  Fidelitone was contracted by Pottery Barn to deliver my furniture pieces that I ordered from PB (ordered in Dec 2021, delivered in June 2022). I ordered several items including bedroom furniture and table and chairs. When the delivery center called to schedule delivery they also asked how many dining chairs I was expecting. I ordered 6 chairs (sold in a set of 2, so 3 boxes). When the truck came to my house to deliver the items we discovered they only had 3 chairs with them. Due to an incompetent individual at the warehouse they saw "3" on the ordered and assumed 3 chairs rather than 3 boxes. So I was told by the driver that they returned 1 box of 2 chairs and OPENED another box and removed one chair and resealed the box and delivered only 3 chairs! I have contacted them many times and they always play "dumb" and can't understand the situation. They say they don't have the chairs and they would need to be reordered. If they "sent" the one box back I can try to understand that but where is the one chair you took out of the box!?? Sitting in someone's home??? Fidelitone was completely irresponsible and should have taken more initiative to fix the problem. Now I have to get PB to do a replacement order and its on back order for months!! This should not have happened but due to Fidelitone's irresponsible behavior I am stuck waiting on furniture again!

  

  Business Response

  Date: 08/23/2022

  Thank you for your follow up regarding your delivery and your patience while we research the issue.  It appears that the 3 additional chairs have been re-ordered and will be arriving under order #s ************** & **************. Once these items have arrived at our facility, we will contact you for delivery.  We apologize for the disruption and miscommunication on the issues.  

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17700770
  
  I am rejecting this response because: I was the one who had to contact Pottery Barn to re-order the products.  I will not close this complaint until the items are received and in excellent condition.  To add to the complaint, I had a desk to be delivered and scheduled it for August 25. I did not hear from them the day before like they said they would, so I took it upon myself to call. They did not know the delivery time for the next day.  Later that night I received a text for the appointment time of 3:30 to 5:30pm the next day.  I arrived at the house (we do not live there yet) and waited the entire time frame for them to show up.  They never did.  I called and no one could give me an answer of when they would be there.  Later that night I got a call that they needed to reschedule for the next day and I asked a time. They told me I would be given a time in the morning.  Next day came and no call, no text, no email.  So again I took it upon myself to call and I could not be given a time frame and was told they would let me know. Then around 2 pm when I was picking up my kids from school I got a text that they would be there in 10 mins....Well I told them they would have to wait.  The delivery team was very nice. But this level of service is completely unprofessional and causes customer to waste valuable time.  

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2022

  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 purchased furniture from PB Teen in October of 2021. After 8 months of trying to track down my furniture, I finally received a call in June that all 3 pieces of my furniture were at the warehouse in Tennessee and ready for delivery. For months, they only had 1 piece, an ottoman. On June 4th, I scheduled delivery. The employee said it would be delivered on August 3rd, nearly two months away, so now I am over 10 months without furniture. I was told it would not be delivered until between 2:30 and 4:30 on Aug. 3rd. I thought, "No problem. We will make sure someone is here at that time." My kids' play room has been empty since October 2021. They were excited about the furniture arriving, and so was I. I received a call around 12:30 that Fidelitone was at my home. Well, that was 2 hours before my delivery time! I had not approved of an earlier delivery time change and had made plans specifically to be home around the original scheduled delivery time. My husband immediately rushed home from 10 mins away. As he is driving home, the delivery team left. The message I received about delivery was, "We anticipate our arrival between 2:30 and 4:30." They should have said they anticipate delivery between 8:00 and 4:30, because they arrived at my home 2 hours earlier than scheduled. I immediately called Fidelitone and was told they would call dispatch and a manager (*******?) would get back with me. I never heard back from *******/*******, the manager who was supposed to call me back. My husband ended up needing to take off the rest of the day from work because we were being given the run around as to whether they would come back to deliver. I was later told I needed to reschedule. I rescheduled, and the new date is August 31, which is a bad day because I had something else scheduled from 9-4:30. I had no idea about all of the bad reviews about this company until I came to the BBB site. I would like Fidelitone to deliver my furniture within the next 7 days.

  

  Business Response

  Date: 08/10/2022

  Thank you so much for contacting FIDELITONE regarding your delivery experience.  We have you scheduled for delivery on Saturday, August 13th as our 1st stop of the day.  You will receive an automated telephone call the day before to confirm your 2 hour delivery timeframe.  We sincerely apologize for any inconvenience this has caused; our drivers were running a bit early on your previous delivery date and unfortunately could not make it back within their hours of operation.  

  Customer Answer

  Date: 08/13/2022

   
  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:07/25/2022

  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.

  Fidelitone contacted me to tell me that a piece of furniture I ordered was ready for delivery. I set up the delivery with them for Saturday July 23rd between 5 and 7 PM. At about 5PM on the 23rd, they contacted me to tell me the driver was stuck in traffic and the new window was 6:30-8:00 PM so I said that was ok. At about 8:45 PM I received a text and email from them saying I needed to schedule delivery but they are closed on the weekends. I contacted them Monday morning and they said they could not find my item and it was never on the truck. No one has called me back and no one knows where my item is. I would like to be reimbursed so I can re-order this item ASAP.

  

  Business Response

  Date: 07/28/2022

  We sincerely apologize for the delays in your delivery.  The merchandise arrived at our facility with small repairs needed, we determined that a full replacement is necessary and are working with the provider at this time to order a new piece.  Our customer service department will reach out to you as soon as the new merchandise has arrived at our warehouse.  We will schedule a new delivery date at that time.