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:01/23/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 kitchen island unit from worthys run furniture off of **** on September 17, 2024. I paid via ****** $3388.50 for the unit. The invoice number is 2947. My unit was to arrive the first of December and still hasnt arrived. Ive reached out to the business multiple times with emails, phone calls, and by sending messages on **** with no response. I would like a refund and/or a non-damaged, made to my order specifications unit as per the order. I understand weve had snow, that doesnt affect the ability to respond and give me an update. Besides, the snow has been resent and would not have any effect on an item that should have been delivered in December. Upon searching for reviews this is a regular occurrence with the company.

• Initial Complaint

  Date:10/18/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  My wife and I ordered a custom kitchen island in February 2024. The customer *** informed us it takes about 12 weeks before we finalized the purchase which we thought was acceptable. We place a deposit of $1,800 and waited. Several months in, and after multiple follow **** they informed us of production delays and gave a projected timeline of another couple weeks. After a lot more rounds of me reaching out to them they finally told us the island was finished and sent pictures, but that we were still waiting for the counter piece. They then invoiced us for the remaining $1,927.68 which we paid after they clarified the island cant be shipped until paid in full. After more follow up initiated by me they kept saying itll be done next week. Ive asked multiple times for a refund at this point and filed a dispute with my bank over the $1,927.68. Since the $1,800 deposit is older though they wont allow me to dispute it. Im looking to get my money back and potentially have this business investigated as a scam.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 put a down payment down on a new kitchen island with Worthy's Run Furniture on Feb. 2, 2024 and were told the turn around time was ***** weeks. It has been a fiasco almost from the start with untenable delays and poor to no communication. By the end of August we still had no island and I emailed saying we either wanted our island complete, wanted the island incomplete with money taken off for any parts not completed, or would cancel. They agreed to send us the incomplete island (it was only missing the top) and they took off the cost of the top from the final invoice. However, when the island arrived, there were problems. The pre-drilled holes for our drawer pulls had been drilled a full five inches wider than the measurements provided and the internal wine rack was improperly installed and couldnt hold any actual wine bottles. I went back to the company and asked for money back ($250) to compensate for the fact that I would need to pay someone to repair the wine rack. They agreed to that and said a check was put in the mail on September 12 for the $250. It is now October 1 and no check has arrived (we're all located in the same state, ********). They offered to send new drawer fronts and said they would be ready to ship the week of September 16. These have also not arrived. I followed up to see where these agreed upon items were on both September 26 and September 30. I've had no response. This has been their mode of managing things from the beginning, to say "we're definitely taking care of this" only to then avoid further communication. At this point, I've been wrestling with this company for 8+ months. I can no longer continue to mediate this without help. The customer service person, *******, has been courteous, but that doesn't change the fact that this company clearly has major problems. I hope you can get the company to send us the agreed upon check and the agreed upon replacement drawer fronts so we can all close this chapter and move on.

  Customer Answer

  Date: 10/04/2024

  I received an email from Worthy's Run on October 1 saying they were shipping the drawer fronts on October 2 and would provide tracking numbers. Screenshot of that email attached. (No word on the promised check that said they'd mailed but that never arrived.) It is now Oct. 4 and I've received no tracking number or the promised drawers. I'm not sure I understand why they keep saying they're going to do something and then not doing it. 

• Initial Complaint

  Date:07/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Custom kitchen island ordered with deposit of $775 made on December 29, 2023 with ***** weeks for production per company. It is now July 5th and still have not received my island. I have contacted them multiple times via email. They always state it will be fine in next few weeks but still do not have it. Last contact that ensured it would be completed by July 6 but now are stating it will not be done on July 6th

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 24 February 2023, I contracted with Worthy’s Run Furniture, 682 Pennsylvania Ave, Hagerstown, MD 21740 to custom build a hutch with shelves. Final cost of this piece of furniture was $4250.00 which I paid in full via credit card. I was told that the hutch would take 10-12 weeks to build which would put the completion date at the end of May. That timeline came and went and after many phone calls and emails as to when I could expect the hutch I was finally told on 11 August, almost 3 months from the original completion date, that my hutch was being shipped via Estes Express Line. The tracking number is ***********. On 18 August I received the hutch from Estes. I immediately unwrapped the hutch and discovered major damage to the right side, the front, and two of the doors. I contacted Worthy’s Run and a person named Kristen told me to take pictures and email them to her which I did. She told me that she would contact Estes and file a claim. I asked when I could expect my new hutch and she told me that I would have to wait until Estes made a determination on my claim which could take a few weeks. On 18 September, one month after my initial complaint, I contacted Worthy’s Run to inquire about the status of the complaint. I was told that there was no determination yet and it could take awhile and that she would call the trucking company. Over the course of the next three months I have written at least nine times. Every time I was told that there was no determination yet. I also made numerous phone calls that went unreturned. On or around 5 November I contacted Estes to inquire about my claim. They told me they could give me limited information because I did not file the claim. They told me the claim was settled and unless Worthy’s Run was going to file an appeal, it was closed. I asked how long it takes to settle a claim and they told me usually 30 days from the filing date and that this claim was decided within this time frame. I asked if they had a cyber attack and if this claim was affected by it and they told me yes they had a cyber attack but this claim was settled before the attack. On 20 October I received an email from Kristen at Worthy’s Run stating that she has called Estes a number of times and was told there was not a determination on the case. She also told me that Estes had a cyber attack that has held up a lot of things on their end. On 8 November I sent Worthy’s Run an email stating that I talked to Estes and the case had been settled and I asked when I could expect my hutch. I received no response to that email and a follow up email. I sent a third follow up email to which Kristen responded on 24 November stating that she would get with the production manager to find out when my hutch would be started. On 4, 6, and 11 December I sent an email asking when I could expect my hutch All three emails went unanswered.
  
  Based on Worthy’s Run non responsiveness and their misleading responses, I believe that Worthy’s Run has no intention of replacing the damage hutch. I am asking your office for help in resolving this matter.
  
  Thank you,
  ***** ** ******

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 July 2022, I ordered a new kitchen island, cabinet doors, crown moulding and toe kick all from Worthy Run in MD. All the material was to be delivered in one shipment and was coordinated with my contractor's time to install. The material was delivered November 23, 2022 in two shipments: rectangular island and a long/skinny package. The island was minorly damaged during shipment and the long/skinny package contained only the moulding (the wrong size) and no toe kick. I contacted Worthy Run. The minor damage was sent to the claims department and we agreed to a $200 credit. I decided that I needed to have my contractor install a different moulding while he was on site (as it is complicated) and I didn't want to wait for months to fit in his schedule again. Worthy Run was asked to send the toe kick (which I could install myself). In the meanwhile, I had ordered 2 additional cabinet doors fronts. The additional cabinet doors and toe kick were delivered in January 2023. I suggested to Worthy Run that I send back the incorrect size crown moulding at their cost. They declined. I told them I was going to donate it to charity (which I did) and they were in favor or the idea. At no time was I told that declining to have them re-send me the crown moulding meant I was not to be refunded the full value. The claim check dated 1/18/23 noted it was for the minor damage AND the incorrect items. I paid $425 for the crown moulding. The additional cabinet doors were approximately +/-$55. I have not paid for the additional doors as no invoice has ever been sent even though it was requested.
  Worthy Run will not accept my calls, will not return my calls, will not return my emails. The error was squarely with Worthy Run. I do not see $55 doors equal in value to the $425 crown moulding. I am seeking a $370 ($425 less $55) refund for the incorrect crown moulding that I paid for, could not use and was encouraged to donate. I was never told I would be financially penalized for their error.