We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Outdoor Furniture

Fortunoff Backyard Store

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Outdoor Furniture.

Complaints

This profile includes complaints for Fortunoff Backyard Store's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Fortunoff Backyard Store has 26 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 fire pit from this company which did say no returns since no longer manufactured. However , shortly after delivery entire top is chipping away . Contacted customer service and basically answer was too bad . No offer of replacement , exchange , or even repair . Very poor customer service .

      Business Response

      Date: 05/16/2025

      Our receipts and website clearly state that the product purchased is sold, as-is, no exchanges, returns or warranty. We are unable to file a warranty, when it states that it is sold as is. The customer could visit mohawk and order touch up pens, as an option.

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 outdoor table/chairs with umbrella on 5-8-23. On 7-27-24 we complained to assistant Mgr *****. Showed her numerous pictures of table pealing and a complaint was filed. Since we never heard back from Store Mgr or Corp we went to store and complained again. Store manager, *** called me 4-6 weeks later. informed me that the manufacturer was not longer being used due to numerous complaints of same thing. Offered different table from a new manufacturer, which I declined due to fact its a different color. Asked to have entire set replaced since I didn't pay $2,166.66 for set that doesn't match. never heard back. went to store again where Ass't mgr ***** called her district Mgr I believe. informed us that manufacture isn't honoring warranty and nothing they can but replace table from new manufacturer AND chairs can not be replaced even though they are different colors. They offered a damaged one from another store of 1st manufacturer, and there was a dent the size of my foot!! Really?I am beyond outraged by the customer service we are receiving!! We spent hard earned money on a very reputable and established company. Fortunoff is a house hold name and represents quality and stands behind product. I have been treated like a nuisance. No return calls from complaint filed AND an unsatisfactory resolution. How can a table and chairs being different colors be acceptable? And I'm treated as a pest for wanting customer service? *****(ass't mgr) has been only person who showed concern and desire to help. I can NOT believe I am making a complaint about Fortunoff thinking its ok for me to have a damaged product and to be told theres noting they can do about it cause supplier isnt standing behind their warranty, YEAH, Fortunoff doesnt deal with them anymore because of this problem! Stand behind your products. I want a ************* set that matches. The umbrella we purchased for $1,083 has been lovely and worth the $1,000

      Business Response

      Date: 10/10/2024

      The customer sent in pictures of issues she was having with her table, the warranty was approved. We no longer do business with that company, and moved the collection to another vendor, which is slightly different colors. I will give the customer a call to help to resolve the complaint.

      Customer Answer

      Date: 10/10/2024

      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 and the matter has been resolved.
      ***I am willing to receive a phone call to hear WHAT Fortunoff is willing to do to solve this complaint. The matter has NOT been resolved! 
      Sincerely,

      ****** *****



       

    • Initial Complaint

      Date:09/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Naples aluminum table, 10 chairs and umbrella in April 2022. I filed a claim in June 2024 informing the store that several of my chairs the paint was coming off and the chair stopper on the bottom of the chairs keep falling out making the chairs wobble. It's now September 2024 and I have been informed that this item has been discontinued. I have spoken to several store associates at the ***********,** location and they claim since this item has been discontinued a request was put in to replace ALL the chairs but that request was denied with upper management. I was comfortable investing in this set because of the warranty. On, 9/10/24 I contacted the store asking for a follow up on my claim and he couldn't give me a resolution. He said he was going to contact the warranty department again to see what other options I have. I have been very understanding and know that things happen but I feel like I am being strung along.

      Business Response

      Date: 09/11/2024

      We filed a warranty on 4 chairs, and they were approved for credit. It states on our website that In case of discontinued models, an item of similar quilty or style will be provided. We sent out an email today asking if we can get 4 chairs remade, however it is not a guarantee. We can offer touch up paint to fix the chairs. If additional pieces have damage, then they should be sent in of ra warranty, we can not replace or warrant items that do not have manufacture defects.

    • Initial Complaint

      Date:06/24/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      More than 2 months ago, I contacted Fortunoff Backyard Store, at the ************** (**********************************************************************************)I spoke to the assistant manager, concerning a swivel chair that will not swivel( a 5 piece bronze cast aluminum(2 swivel chairs, 2 regular chairs and 1 table was purchased from the Fortunoff Backyard Store at the fashion center location)the assistant manager requested that I take a video of me sitting in the chair(to ensure that it will not swivel) emailed it to him. I took the video and emailed to the assistant manager. The following day I contacted the store because I had not heard from anyone and the manager(***************************) of the store stated that they had received the video and he would be contacting the warranty department. However, for the past 2.5 months, I have made numerous phone calls speaking to the assistant manager and the manager, who always states that I awaiting a response from the warranty department. Today, I visited the store and spoke to the store manager(***************************), who stated that he has not received a response from the warranty departments. I informed him that this is very concerning because it has been more than 2 months since I sent the video and verbal communication with them.

      Business Response

      Date: 06/28/2024

      We have reached out to the customer to get her chair replaced. 

      Customer Answer

      Date: 07/01/2024

      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 and the matter has been resolved.

      Sincerely,

      *************************



       

    • Initial Complaint

      Date:08/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 outdoor umbrella that was over $1,000.00. When the umbrella was delivered and put together, there was one bag of stones that was not used in the base.The umbrella fell over, thankful no-one was injured. the base needs to be repaired and the umbrella is no longer straight,

      Business Response

      Date: 08/30/2023

      We have an exchange set up for tomorrow on the base.

       

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought an outdoor "reclaimed teak" 6 seat & table last summer '22. We protected it as advised. This year the chairs started splitting compromising the strength to hold someone. We went to the Brick location May 28 (?) to see what can be done. We took pictures as directed and emailed to them. We waited patiently and emailed 2 more times only to be given I'm sorry responses. Now the summer is almost over and they haven't done anything to replace these chairs. Originally it was just 2 chairs but now we are noticing splits in the set. I want my money back!

      Customer Answer

      Date: 09/10/2023

      At this time, I have been contacted directly by Fortunoff Backyard Store regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       Keep telling us they are waiting to hear from manufacturer BUT keep selling the same the same table & chairs to others! 3 months of waiting!!! We don't care what the manufacturer says, Fortunoff puts their tag with their name on the product so they need to stand by it.  We have called & went into the store & the manager listens and nothing! If they refuse to fix it or replace it I want to return and get my money back!

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      ***********************

      Business Response

      Date: 09/21/2023

      We have an even exchange set up for the 3 chairs, we are just waiting for the purchase order to arrive, it is due at the end of the month.

       

      Customer Answer

      Date: 09/22/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: They were informed that we are moving and need this before the end of this month! I will not be satisfied until I see the replaced chairs in my current property.

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***********************




       

    • Initial Complaint

      Date:06/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 husband and I puchased an outdoor set at the end of the season, September 30, 2021. It was stored in the garage until June 2022. We used it for the summer months and then when we went to store it back in our garadge in October 2022, the back support cracked. I contacted the store location right away. They asked for pictures which I sent them. I heard nothing. Then we tried to deal with corporate. Weeks upon months of no response. Each time we followed-up, they were not responsive. We had to keep contacting them. Eventually they told us they don't deal with that particular manufacturer anymore of the set we purchased, but still no attempt to help us resolve our on-going issue, It's been 9 months and still nothing. HORRIBLE experience! We wanted a repair initially, but seeing as how difficult it is to obtain any resolution, we are seeking a whole replacement of the piece (couch) or a complete refund of the set. We have the initial receipt and all emails. Please help us!

      Business Response

      Date: 07/12/2023

      We are reaching out to the customer to find a solution.

      Customer Answer

      Date: 07/14/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      the business still has not contacted us after 48 hours since receipt of BBBs correspondence and 9 months of this poor communication/treatment.]

       

       

       

       






       

      Customer Answer

      Date: 08/07/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Fortunoff Backyard Store has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      *********************************

    • Initial Complaint

      Date:05/26/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 about Fortunoff Backyard Store, *** ** *************************************************************** location was not listed on your website, I searched for it multiple times. Outdoor Furniture Set was ordered on April 8, 2023 and delivered on Wednesday, April 12, 2023.The set was delivered with the wrong chairs, I called and spoke to the sales associate **** and he said he would process a order for the correct chairs and the delivery company would pick up the wrong chairs when they delivered the new. He said I would get a delivery date within a few days. After not hearing back from the store, I was calling it would just ring or ****** the manager would pick up and tell me he would call me back and never did. Thats when I wen to the store and ****** informed me that the correct chairs would not come as quickly as **** said. I would need to wait at least 3 weeks. ****** said he would contact the warehouse to see if he could locate 2 chairs to be delivered faster than the 3 week timeline. Once my fianc heard we had to wait that long after they already made the initial delivery mistake he went to the store. He spoke to another sales associate and asked some follow up questions about the setthis sales associate who has since been fired went on to express concerns about the quality of the set that was ordered, He said the cushions were made of foam and would disintegrate and the furniture would fray. Due to the lack of communication, delivery error/delayed exchange of correct chairs, and now the quality concerns with the furniture set-I decided to return the set. They have a 7 day no hassle return policy. I emailed ****** and **** on 4/14 to start the return. There was a lack of communication again from ****** and Jakeafter many emails and phone calls the furniture was picked up on 4/26 and the refund should have been processed. As of today, it has been one month and I have still not fully been refunded. I need your help in getting my full refund.

      Customer Answer

      Date: 06/24/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Fortunoff Backyard Store has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      *************************

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      They delivered a cracked and broken outdoor chair to me in June. They have told us it would be replaced soon, and then would be replaced in July. Still have not delivered the new chair to me 2 months later.

      Customer Answer

      Date: 09/01/2022

      Better Business Bureau:

      At this time, I have not been contacted by Fortunoff Backyard Store regarding complaint ID ********.

      Sincerely,

      *********************

    Fortunoff Backyard Store is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.