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:03/03/2023

  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 am another victim of the hazardous and negligent manufacturing and sale of a product, the ********* ***** mattress that was purchased on ****** on September 6th, 2019 sold by *** ********* and manufactured by Dorel Home Inc. Unfortunately, due to the negligence of not using enough caution to inform me not to remove the cover, or maybe not even putting a zipper there since we tend to use zippers very regularly, it's almost like an invite to open it.
  As you may or may not be well aware, fiberglass is a hazardous material and can cause significant health concerns when exposed to it, and using it in mattress coverings in place of flame retardants can pose risks. Due to the traumatic event caused by the minuscule fiberglass shards that have settled in my home, every surface has been affected, and it is very difficult to remove without professional help.
  
  As a result of the negligence, I have had to incur significant costs and damages, including the purchase of new HVAC systems, furniture, clothing, and carpeting. The hazards of fiberglass have also caused several health concerns since the cover was removed from the mattress and exposure. I hold *** ********* & Dorel Home Inc company liable for these damages and demand that you take immediate action to rectify the situation.
  I also worked from home and lost my employment due to this.
  
  Therefore, I demand that you immediately provide compensation for all damages incurred, including any medical expenses, the costs of cleaning up my home, and any replacement costs for damaged items. I also demand that you immediately discontinue the sale of the hazardous mattress and take all necessary steps to ensure that your products meet industry safety standards and are free of hazardous materials because it does not.
  
  If you are unwilling to take responsibility for the damages caused, I will have no choice but to take legal action. I hope that you will take this matter seriously and work towards resolving it as soon as possible.

  Business Response

  Date: 03/22/2023

  Dorel has been in continuous contact with the consumer since they originally reached out in February.  Dorel has offered a resolution that the consumer has accepted and we are now working on the logistics of that resolution.  

  Customer Answer

  Date: 03/30/2023

  I would like to update you on the recent communication I received from Dorel Home Inc regarding our issue. I am happy to inform you that the company has provided me with a resolution to the matter at hand.
  However, we are currently in the process of finalizing the necessary steps to implement the resolution.

  I will reach out to Dorel Home Inc for a new update on March 31st, 2023

  Thank you,

  **** ******

• Initial Complaint

  Date:02/11/2023

  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.

  Our wall bed completely broke when we went to move it 3 feet away to put in a new floor, after 9 months of extremely light use, and meticulously careful moving. Contacted the manufacturer after ********* said there was nothing they could do. The manufacturer (*********, owned by Dorel Home Furnishings) said there were very specific instructions for moving, but those were not documented anywhere in the instruction manual. After spending over $1000 on a wall bed, I am left with nothing after 9 months because no one wrote down how to move it?? Unacceptable. Stand behind your products. Do better. I’ve included the ridiculous response from *********. This is a product defect - it’s your instruction manual. It’s 57 pages long, and no where in it does it say there’s a different process for reattaching the bed to the wall. If it’s different than the first time, you should document that. We need a refund. Due to your lack of proper documentation, we are left with a heap of particle board. I was a technical writer, and leaving out such steps is grounds for a lawsuit. Refund me and fix your manual to avoid this again in the future for some other poor family.

  Business Response

  Date: 02/17/2023

  We have been in communication with the consumer since February 3rd when she contacted us about her ********* **** Wall Bed purchased from ******* early in 2022. The bed consists of 2 components, a metal frame and the wood portion of the wall bed which is mounted to the wall. Per the instruction manual, the fully assembled wood portion of the wall bed must be attached to the wall prior to the metal frame being attached, and the fully assembled unit must remain attached to a wall. The consumer had unscrewed the wall bed from the wall with both components fully assembled in order to move it where it remained unsupported for an amount of time. When the consumer attempted to move the bed back and tried to reattach to the wall, pieces of the bed became damaged. Our warranty states that we will provide replacement parts to correct any manufacturer's defects. The damage to the bed was caused due to moving it with the heavy metal frame still attached to the wood portion of the bed, and then leaving it unmounted, which is not covered under the warranty.  We offered to provide replacement parts as a good will gesture, which the consumer has refused.

  Customer Answer

  Date: 02/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: First if all, it was a ********* ******* and we purchased it from *********. Second of all you sell a bed for over $1000 that can never be moved? Don’t you think for that kind of money, your product should withstand being taken off the wall and moved?  And there is no indication that it is a permanent installment. It is not described as a permanent fixture anywhere in the product description, and it is definitely not mentioned even one time in the 57-page instruction manual. As for your offer for replacement parts, what exactly should I do with those? Put them on my broken particle board? This is completely unacceptable. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/31/2023

  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.

  ********* dresser made us physically ill due to the EXTREMELY OVERWHELMING Formaldehyde SMELL!

  Business Response

  Date: 02/08/2023

  Ready to assemble furniture made with particle board can emit an odor for a period of time. This is off-gassing from the formaldehyde used in the adhesives.  Usually this dissipates before reaching a consumer.  If it hasn't, we recommend several different methods to help alleviate the odor more quickly.  The odor itself poses no health risks, but can be very unpleasant.  As the consumer had already tried several methods to eliminate the odor, including placing the item out of doors and using charcoal sachets, we opted to refund the customer for the item.  The customer accepted that resolution and the refund was issued February 3rd.  

• Initial Complaint

  Date:01/18/2023

  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.

  Contacted company on November 22, 2022 because the electric fireplace we bought from them, through ******, stopped working. Since it was under warranty, they shipped us a replacement insert. We plugged it in and it did the same error code. I emailed the company and asked if there was a recall on this unit and they said no. They offered to ship another replacement insert or issue a manufacturer refund. This time we chose a refund. They said I needed to contact ****** at ************, in order to get a refund. On January 3rd I called ****** and they said they would process the manufacturer refund and to give it 48 hours to process. I called ****** on January 13th about the status of the refund and they transferred me to the business department and **** said I needed to ship the assembled electric fireplace unit back to ******, in order to process the refund. *** could pick it up at our home or we could drop it off at a *** store, but it needed to be boxed. Before attempting to disassemble and package the unit, we reached out to *********, in regard to how to package the unit and ship it back. I called ****** back on January 17th and this person said he could not issue me a shipping label, in order to ship the unit back and I needed to deal with ********* for a manufacturer warranty refund/return. We keep getting bounced back and forth. Can you please help us with the refund and how they want the fireplace to be dismantled, boxed, and shipped back? We have copies of our email exchange if needed. Thank you for your help.

  Business Response

  Date: 01/24/2023

  We are unable to assist the consumer with any return process with the retailer.  The retailer sets their own return policies and Dorel Home does not have any influence over those policies.  However, we did reach out to the consumer Thursday 1-19 and Tuesday 1-24 to see if we can provide any assistance with the fireplace insert.  We have not yet received a response from the consumer, but will assist if/when we receive a reply. 

• Initial Complaint

  Date:12/26/2022

  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.

  This company had a Black Friday deal which I took. The first box arrived within a week which was excellent, had two giant holes in it and the company did work with me because they could not replace it on a discount. I had ordered a second matching dresser in the same order. I requested multiple times information about the missing dresser and a month elapsed. On Christmas Day, they wrote me back and said we have confirmed that this was lost in the mail. Here's your refund even though we have them in stock we're not going to send you another one you can buy another one. Only now it's $100 more. I did not want a refund I wanted my product. Instead of collecting interest on the $700 that I spent you collected that interest. On top of that I did not ever get the matching dresser and there's not even one in the mail anymore. You asked me to be patient and I was and now I want the dresser I purchased for the price I purchased it.

  Business Response

  Date: 12/28/2022

  Consumer contacted our Consumer Relations team
  regarding her 5 drawer dresser which had not delivered.  After allowing *** sufficient time with no scans to determine the item was lost in transit,
  our team refunded the consumer the entire purchase price for the dresser, as
  sending out a replacement unit was not an option at that time. 
  Unfortunately we are unable to reverse the refund.  The item is currently
  online at the same cost the consumer originally purchased it and stock is
  available if the consumer wishes to place a new order. We will price match to the original reduced price if the price changes before the consumer can place their order.

• Initial Complaint

  Date:11/25/2022

  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.

  Ordered a dresser, night stand and desk back in august of 2021. Received items in September and October. Dresser was recieved broken but I was optimistic I could fix it. I was not able to fix it. All 3 items are falling apart and about to be thrown away after a year. They are made of cheap particle board and just not holding up. The company has a 1 year warranty so I reached out to them before the one year was up. After meeting all their demands for pictures of items front back and sides vin numbers and manufacture dates on all 3 items and then figuring out what items in the user manual I would need to fix the items.... they told me none of those items were in stock so there was nothing they could do. They referred me to ******* who sold there item but ******* only guarantees a 3 month warranty. This company does not hold up to their warranty and there are multiple reviews on this item showing it’s poor craftsmanship. My daughter is very mature for her age. If this item can’t hold up with my kid then this item should not be sold at all. The night stand is doing the splits with the inner bar holding it together snapping. We have used wood glue to no avail. Multiple drawers will no longer go in on the dresser or desk for different reasons. It’s just a horrible product. I’ve never had furniture fall apart like this. I just ordered a new dresser from another company because I’m embarrassed to have people over and it’s unusable. I’m about to throw out the desk and night stand as well..... it’s only been a year. I deserve some sort of resolution. New product or money back I’m still making payments to affirm and they e also told me there is nothing they can do.

  Business Response

  Date: 11/30/2022

  We reached out to the consumer Monday November 28th to try to rectify this issue.  At this time we have not received a response, but will work with the consumer once we hear back.

• Initial Complaint

  Date:10/08/2022

  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 bought a white lyndhurst mantle fireplace from ameriwood home. One of the pieces was damaged. I reached out to customer service and they said they could not ship me the single part I needed. I tried to return the item, but it is too heavy, the box is already opened, and I had started putting it together. I decided I would have to fix the board myself since I couldn’t get any help. While I was putting it the rest of the way together, there are multiple missfitting pieces. There are gaps on multiple different locations that are not fixable. I don’t know if I received a defective unit or not, but it seems like every review I read says something was wrong/broken/missing. I paid almost $500 for this fireplace and it has been nothing but a pain. I have no support to help me and I cannot just return the item for an exchange and they “can’t” send me single parts.

  Business Response

  Date: 10/24/2022

  The consumer contacted our Consumer Relations Team on September 28th regarding some replacement parts.  Unfortunately the unit is imported and we are currently out of stock on replacement parts and cannot provide an accurate date of restock.  In this case, we instructed the consumer to return the item to the place of purchase for a refund or exchange as this is typically the quickest and easiest method to resolve the issue for the consumer.  We reached back out to the consumer on October 10th and offered to open a warranty claim investigation to see how best we can internally resolve this for the consumer.  The consumer has acknowledged this, but has not yet provided the information we requested to be able to assist.  We will work towards resolution with the consumer once the requested information has been received.  

• Initial Complaint

  Date:09/19/2022

  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 purchased the Ameriwood Home ********************** from Amazon on 9/3/22. The item arrived on 9/8/22. Upon unboxing the item I discovered 2 parts were chipped/broken. Per their website the manufacturer provides a warranty for their products( if there are the defects in the material and workmanship). I requested 2 replacement parts on 9/5/22. An ameriwood customer rep ******* me on 9/8/22 stating that the parts were out of stock in their warehouse and not available to ship. The rep also suggested I return the item from where I purchased it. However having unboxed the item I don't not have the original packaging and can not return the item. If the instruction manual hadn't requested customer reach out the the manufacturer instead if returning the product I would have returned the item to Amazon. I reached out to Ameriwood requesting that perhaps the replacement parts be placed on backorder. As of today (9/18) I have not received a response. I'm not sure why Ameriwood would not honor their product warranty considering that they are still manufacturing this product.

  Business Response

  Date: 09/24/2022

  Good Morning, 

  We have contacted the consumer and are working to resolved the issue with a full refund as the replacement parts needed for the unit she had are not available.

  The refund will be provided next Friday, Sept. 30th and the Consumer has accepted that resolution through correspondence with us.

  Thank you.

  Customer Answer

  Date: 09/25/2022

  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. However, my refund has not yet been issued. Untill the funds are sent to me I would like to reserve the right to keep this complaint open.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/26/2022

  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 have been emailing with *****, the consumer service team lead for two days now. While their responses have been consistent, they have rejected my claim despite having evidence that my mattress from their company was defective and dispersed fiberglass into my home impacting my health and causing personal item lost over one thousand dollars. The company instead offered me 500.00 USD as a “good will” gesture. I rejected this offer and will be consulting a lawyer for this. I want to warn everyone that this business does not care for your safety or the safety and quality of their products. My apartment is now contaminated with fiberglass shards and materials to decontaminate alone have totaled me 480 USD. Their offer was offensively low. I also have documentation that I received medical evaluations after being exposed to the fiberglass from their mattress.

  Business Response

  Date: 09/20/2022

  We would like to express our most sincere apologies for any
  inconvenience the consumer has experienced.  We value our consumer’s
  well-being and take matters like the safety of all of our consumers very
  seriously.  We take great pride in distributing products that are not only
  great value, but safe.  All of our products are tested by 3rd party test laboratories to ensure they meet or exceed all government and
  industry standards.  While our intention is not to minimize the experience
  of the consumer, it is important to recognize that the use of glass fibers as a
  flame-retardant barrier is not only common in the mattress industry, but it is
  safe for use.  We have reached out to the consumer with a resolution and
  are waiting their response. 

• Initial Complaint

  Date:08/01/2022

  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 an electric fireplace from ****** on ***** day. The package was delivered destroyed. The cardboard was all the way open and styrofoam was shredded to pieces. I took pictures of all the damage to the outside of the package before opening anything and placed a complaint with ******. They were not able to let me return the package because of the state of the box. There were too many pieces and not a way to get it to the post office to return. They issued a refund and unfortunately since the sale had ended wouldn't honor me buying a replacement at the same price. I contacted the company directly as instructed by ******. Over half of the pieces are damaged or missing. I took inventory of each piece and took pictures of damage. I filled out a replacement part form and began working with customer service. They informed me the pieces were out of stock and couldn't help me. Once I told them I had received a refund she completely didn't want to help me at all even after I asked if I could just purchase the pieces I needed to fix the broken ones and again she wouldn't let me and offered no resolution so now I'm stuck with a fireplace that's not able to be put together with no help from the business. Customer service was absolutely terrible and for the price of the product I'm very upset with the quality. I shouldn't have to offer to pay to replace parts that should have been delivered correctly in the first place.

  Business Response

  Date: 08/08/2022

  We attempted to contact the consumer via ***** on August 1, but have not had a response to date.  We apologized for the condition the fireplace was received.  Based on the details and photos provided by the consumer, we believe they had purchased an open box item at a significantly discounted rate.  Dorel Home cannot speak to the nature of how this item was acquired or sold.  Even though the consumer had received a refund from ******, thus voiding the warranty, we would still have been willing to send out some replacement parts as a good will gesture.  Unfortunately this is an imported item and we are currently out of stock on the parts the consumer needs.  Due to ongoing supply chain issues, we cannot advise if or when the parts will be restocked.  This was explained to the consumer in her initial communications with our Consumer Relations team.  Unfortunately in this instance, we simply do not have the capability to provide the consumer with their desired resolution.