Complaints

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

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  Dorel Home Furnishing

  410 E 1st St S Wright City, MO 63390-1335

• 

  Ameriwood Industries Inc

  458 2nd Ave Tiffin, OH 44883-9358

• 

  Ameriwood Industries

  202 Spaulding St Dowagiac, MI 49047-1452

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:08/22/2024

  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 ordered a ( BLUE ) framed bed from Amazon under this company. I paid the amount shown in my complaint. I filed a complaint with Amazon over this the moment the item arrived in a ( WHITE ) color and not the blue I paid for.When I initially filed on my account it showed they could refund me $53 dollars. I declined this because at first I wanted either the blue frame or the full refund. Neither of which I got back. I did however get a measly lower refund of $35.69 instead from Amazon. So lovely of them to give me a even smaller refund to further inconvenience me during their mistake of the wrong product. They expected me to reship it back out of further inconvenience to me, not to mention in a already damaged upon delivery box. I have no vehicle, I bus everywhere. How would I do that? I can't afford to miss work as a manager so how do they expect me to do a pick up at my home? Yet another inconvenience. ******* worked an I made every effort of this to be clear to Amazon customer care. It fell on deaf ears. I have written a bad review for the company on amazon to make it known that the company and amazon don't care about their customers because if they did, they would have refunded me properly right away. I will be taking next to ****** business to make my complaint to warn others. I can only assume this company will continue down the path of not issuing a FULL refund. I surely hope they do the right thing and refund me what I didn't get back from Amazon as I requested.

  Business Response

  Date: 08/27/2024

  The consumer purchased the Dorel bunk bed via Amazon and received the incorrect color due to a warehouse error. Amazon required a return of the product to initiate a refund.  As the consumer had already assembled the item, they opted for a partial refund provided by the retailer. While our manufacturer's warranty covers replacement parts and assembly assistance, as a gesture of goodwill we have offered to refund the consumer the remaining balance of $142.76 to be processed on Friday 8/30/2024. The consumer has agreed to this resolution. 

  Customer Answer

  Date: 08/28/2024

  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:05/23/2024

  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 received a cabinet as a gift. Model # *******COM. I put it together today. I cannot attach the doors because 4 of the 6 hinges were damaged in the box. They are not properly packaged to protect them from the wood pieces. I called the phone number on the manual. It directs you to another number **************. The employee on the phone is in a foreign country. She said the cabinet is not under warranty. The company sells their defective returns to auction houses and knowingly and willingly is ripping off customers. This company needs to be banned from selling their product until they package it correctly and the package clearly says no warranty if purchased from auctions.

  Business Response

  Date: 05/30/2024

  The consumer reached out on May 23rd via phone to request some hinges.  Per our procedure, the phone representative asked for the retailer and date of purchase to validate warranty.  The warranty on this item is 1 year from the date of purchase when purchased through an authorized seller and proof of purchase is required. Dorel Home does not sell to auction houses; the purpose of validating the place of purchase is to ensure it was obtained through a reputable business and we know the conditions under which that business acquired our item.  The consumer received this item as a gift and did not wish to ask for the purchase details.  After bringing the phone call to the attention of the department supervisor, the phone representative reached out via email within an hour of the phone call to request the part number details so she could place the order for hardware. To this date we have not had a response.  As the consumer provided the necessary details here, the replacement parts order has been placed.

• Initial Complaint

  Date:04/26/2024

  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 a completely decfective dresser that is still under warranty. They refuse to replace it under warranty. The seller of the dresser tells me to file a claim with warranty and Ameriwood tells me to get the money from the seller. No one will take responsibility

  Business Response

  Date: 05/02/2024

  The consumer contacted Dorel Home on 4-20-24 requesting to file a warranty claim on a 5 drawer dresser because the drawers will not stay on track.  This issue is usually correctable with some tweaks to the assembly and we requested photos to help us provide the correct troubleshooting steps.  The consumer insisted that they have attempted troubleshooting already and insisted on replacement parts.  Unfortunately, the replacement parts will not correct the issue and therefore the request was denied.  We did receive some photos and, per those photos, it appears that the screws on the drawer slides need to be tightened, which likely will resolve the issue. If that does not correct the issue, we have asked for additional information to further assist.  The consumer is currently out of town and not able to access the furniture. 

  Customer Answer

  Date: 05/03/2024

  It is not the screws. They are trying to avoid making good on their warranty. These are the photos they claim they can tell the drawers were not screwed in all the way. It couldnt be farther from the truth. It is defective and I asked for replacement parts and they wont do it. 

• Initial Complaint

  Date:02/29/2024

  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.

  The whole dresser damaged, manufacture defect

  Business Response

  Date: 03/07/2024

  We have been in communication with the consumer since 2/19/2024. The consumer complaint is the smell and overall quality of the unit including some minor cosmetic damage. We offered replacement parts for those drawer fronts, but the consumer requested a complete replacement of  all 6 drawers. Due to the volume of the parts requested as a gesture of goodwill we offered a 50% refund of $200.00 which the consumer accepted and will be processed 3/7/2024. Once the refund is processed our Claim investigation will be closed. 

  Customer Answer

  Date: 03/15/2024

  Complaint: 21368079
  
  I am rejecting this response because:
    Dresser manufacturer defect, worst quality horrible customer service 
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/26/2023

  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.

  On June 22, 2023, my sister-in-law bought a dresser/changing table for our new baby due next month. We put the dresser together and everything was fine except that there was a broken rail we needed for the top drawer. We called the company to get a new one sent out. They sent the replacement piece. Once we tried to assemble the top drawer, we realized the pieces didn't align as they were supposed to and the drawer top overlapped. We called again to request all new pieces for the top drawer. They required us to try troubleshooting the brackets first. We did. That didn't work. So they would only send us the front piece of the drawer again. We assembled that. Now the bottom doesn't align and overlaps where it's supposed to close. I contacted them again and they are telling us we don't need a new drawer we just need to adjust the brackets. I told them we already did that AGAIN before contacting them. We put together the other drawers and the rest of the dresser just fine. They have been unable to provide us with the item pictured online even though the item is NON-REFUNDABLE. My sister-in-law purchased this piece through Target's website. Order #*************. It was $287.15.

  Business Response

  Date: 10/02/2023

  We reached back out to the consumer Thursday 9-28 after reviewing her ticket and provided more detailed instructions on how the drawer bracket could be adjusted to correct the issue experienced.  We received confirmation Saturday 9-30 from the consumer that the troubleshooting worked and the issue with the drawer is now corrected. 

  Customer Answer

  Date: 10/02/2023

  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:06/05/2023

  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.

  Bought a kitchen table and chairs from *******. This table is from this manufacturer, and the laminate is bubnling and peeling off. ******* instructed me to contact the manufacturer. I would like a replacement table and recovery for Handy assrmbly paid for to *******.

  Business Response

  Date: 06/12/2023

  We reached out to the consumer to assist.  The table was purchased 2 years ago and has a 1 year manufacturer's warranty.  We offered to sell the consumer a replacement table top as a good will gesture since the unit is no longer covered under warranty. We are currently awaiting the consumer's response.

• Initial Complaint

  Date:05/30/2023

  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 purchased a bed and the drawers are now coming apart. The bottom if falling out of both of them. I wanted to get them replaced. I know it is over the year date, but I did not think the bed will break so fast. Also there is a large crack has started to form that has now gotten bigger.
  
  I purchased the bed on 1/16/2022 via *******. I initially contacted *********/***** **** *********** in 3/29/2022 to see if they would send replacement parts. As of now, The stated since it is over the year, they could not replace the parts. However, I feel that this is bad customer service that a be me as the customer should be given other options to repair/replace the bed. Had I known the quality of your product would not withstand a year of normal wear from a 40lb toddler? I would have never purchased the bed.
  
  This is one of the emails I received:
  ***** (*********)
  
  Mar 9, 2023, 15:35 CST
  
  
  Thank you for reaching out. I apologize for the inconvenience this issue has caused; however, I am happy to help resolve it for you. Fortunately, your item is backed by a 1-year warranty. Please click here to view the details.
  
  Please respond with the following information so I can check stock and update you with a resolution.
  
  Picture of the front cover of the instruction manual (Please click here if you are unable to send photos)
  
  The Part# and Quantity of Parts Needed (Refer to pages 3-6 in the assembly manual; there is a parts list with pictures and part numbers. The information needed typically start with a T, 3, or an A. Click here to see an example)
  
  Full Name, Shipping Address and Best Phone Number to Reach You
  
  I look forward to hearing back from you soon.
  
  Thank you,
  ***** ********* Home
  Welcome Home!
  A Division of Dorel Home Furnishings
  *********************

  Business Response

  Date: 06/06/2023

  Dorel Home has a 1 year manufacturer's warranty that provides replacement parts free of charge for any manufacturer's defects that occur in that 1 year span.  The consumer was outside of that warranty, however we offered to sell the consumer the parts required to fix the issues to the bed.  As a good will gesture, we waived the shipping costs and offered to send the required hardware free of charge.  The consumer has not yet responded to advise if this solution will work for their needs.

• Initial Complaint

  Date:05/02/2023

  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.

  Purchased a futon through walmart.com. the futon has a 1 year limited warranty through Doral. We purchased the futon on August 18th 2022. We paid ******. the springs have broke leaving the futon unusable. As we don't have anything to set on we have to continue to use it. We contacted the company for help. They offered a refund eventually after having to send them everything under the sun. This refund is to come through some app I have never heard of. Also there is a contract to be signed as well. They also want a 20inch by *********************************************************************************** this contract it states sign the contract and send it back to them and within 10 days after it's signed cut the section. They are however demanding we cut the section send the picture along with the signed contract. We shouldn't have to prove anything further to get this refund and further more they should stick to this contract. 10 days not a long with signed contract. We have sent pictures of proof of broken down springs. Flipped the couch over to get a picture of the label. Took pictures of the seat from the top and damage from broken springs on the bottom and sent them to them. That's proof enough their product is defective. All I want is my refund now. Then I will gladly set the futon on fire if that's what they want. My family needs another couch and I need the refund to purchase something else. I can forward emails and any other proof needed to an email as I have no way to upload all that from a phone. Any help would be greatly appreciated. Thank *******

  Business Response

  Date: 05/18/2023

  DHP requests a cut-out of the product to serve as proof of destruction in lieu of requiring the consumer to send the product back to our facility.  We did, however, speak with the consumer and agree to fore-go the cut-out and proceeded with issuing the refund.  As purchases are made via retailers and not directly with DHP, we do not have access to the consumer's original method of payment or order details.  We utilize a creditable 3rd party service to issue a refunds as this is a far faster and easier method than requiring our consumers to wait until a check has been cut and sent via mail. We received the signed release form and the consumer's refund has been issued.  

  Customer Answer

  Date: 05/18/2023

  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,
  
  Crystal Feather

• Initial Complaint

  Date:05/02/2023

  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 a memory foam mattress, ******* Sleep™ 8" Medium Memory Foam Mattress that was manufactured by Dorel Home Furnishings, on 5/25/16. I discovered on 4/13/23 that the mattress has been leaking fiberglass despite having never removed the mattress cover. Per the website that the mattress was purchased from, the mattress is under a 10 year warranty. I noticed heightened issues with shortness of breath and difficulty sleeping but never was able to figure out why, and I've now come to find out that this can be caused by the fiberglass. I discovered my entire bedroom was covered in fiberglass upon shining a light in the dark. The rest of my apartment also has been contaminated and I'm continuing to remove it to this day. I spent my vacation week as well as an additional unpaid week off from work to clean and try to remove the fiberglass from my home. I have thrown away all clothing, anything else made from fabric, like bath towels, area rugs, hats, purses, curtains and my couch. I had the carpet replaced in the bedroom. This issue has caused an enormous amount of stress and money spent in cleaning supplies, replacement of trashed belongings, loss of pay from missing work. I have not taken legal action yet, as I'm giving Dorel Home Furnishings an opportunity to rectify this matter. I have many receipts and can furnish those upon request.

  Business Response

  Date: 05/24/2023

  Dorel Home Products (DHP) manufactures and imports products that meet federal and state mandatory regulations. In order for mattresses to meet federal flammability requirements, DHP uses physical fire retardant barriers, including barriers that use a continuous strand glass fiber / mod acrylic woven sock. These materials are used industry-wide on foam mattresses, and generally present no health concerns.  This is not the same as fiberglass.  We are reaching out to the consumer this week to complete a report. 

  Customer Answer

  Date: 05/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the mattress purchased via ******* and manufactured by Dorel Home Furnishings leaked a massive amount of glass fibers even through I did not remove the mattress cover, per Fiberglass Warning on the ******* website. This proves faulty design and unavoidable damage to personal belongings as well as monetary loss to replace carpet, damaged items and cleaning costs. 

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

  Business Response

  Date: 06/08/2023

  DHP has been in constant communication with this consumer.  The original complaint was regarding fiberglass strands emitting from the mattress causing health concerns and cleanup costs.  DHP has assured the consumer that none of our mattresses contain fiberglass and what she is seeing are glass fibers which serve as an industry standard flame retardant barrier.  The customer's warranty expires in 2017, however DHP has offered a refund for the mattress and cost of cleaning supplies as a good will gesture.

• Initial Complaint

  Date:04/07/2023

  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 the Signature Home bed for my son. Upon putting the bed together we discovered an entire section of screws missing. I contacted the company via email on 4/3 as that is the only way to get through to the company. I then contacted again on 4/5 and 4/7 and have yet to hear back.
  I have tried to purchase other screws in order to put the bed together but can not find the exact screws. I have also discovered that another part of the bed is damaged so I cannot put this bed safely together without new parts but no one from the company will reach out to me.

  Business Response

  Date: 04/14/2023

  The consumer initially contacted Dorel Home on April 3, during which time we had a system outage.  We responded to the consumer as soon as possible via email on April 7 to assist.  The consumer indicated in this complaint that they would prefer a phone call, which was made on Monday April 10 once our phones lines had been restored.  Our warranty covers replacement parts.  This was explained to the consumer who agreed to accept the part and an order was placed to ship the required part so the consumer can complete their build.