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:10/18/2024

  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.

  Purchased a chiminea , received a Chinese knockoff that is unsafe to burn in, could melt and start fires . We paid return shipping then got charged initial shipping

  Business Response

  Date: 11/11/2024

  A credit was issued to the customer, as this item was not up to their standards. Additional contact was attempted to assist with compensation for the outbound shipping credit as well.

• Initial Complaint

  Date:08/17/2023

  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.

  On 08/11/23 I ordered a birthday gift of an Arbor from BestNest.com. The total charge was $162.99. It was received by my daughter on 8/14/23. She sent her son out to assemble it, he not knowing what it was supposed to be and sent me a picture of a Trellis asking if that was what I ordered. It was not. BestNest shipped the wrong item. I reached out to them via their website on 8/16/23. Today (08/17/23) I received the following email from them: Good morning. We have been working with several departments regarding your incorrect shipment. We are out of stock of the Sierra Composite Wood Arbor and therefore are unable to fulfill that for you at this time. We do not have an estimate of when or if that item will be back in stock. Unfortunately, we cannot accept a return of the trellis that was received due to it having been assembled. We will of course, credit you back with the difference in price between the arbor and the trellis and provide a discount for the trellis as well. BestNest Inc. US Call Center: ###-###-#### Toll Free: ###-###-#### I find this unacceptable as it was their error. I called and spoke to a manager, offered to ship it back if they sent a shipping label and expressed that their solution was unacceptable to me and I wanted a full refund. He said that was not possible. I opened a dispute with my credit card company and am now filing a complaint with you. All of my documents are emails and cannot be saved in the formats listed below.

  Business Response

  Date: 08/17/2023

  We are sorry that an incorrect item had been sent.  In situations where there is an error on our end, we are more than happy to retrieve the product and either issue a full credit or provide a replacement of the correct item.  Since the item has been fully assembled, and can no longer be shipped, it is not able to be sent back to us.  A credit has been provided for the difference in the cost of the products.

  Business Response

  Date: 08/17/2023

  We are sorry that an incorrect item had been sent.  In situations where there is an error on our end, we are more than happy to retrieve the product and either issue a full credit or provide a replacement of the correct item.  Since the item has been fully assembled, and can no longer be shipped, it is not able to be sent back to us.  A credit has been provided for the difference in the cost of the products.

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 08/18/2023

  BestNest refuses to refund me the entire amount I paid for the *****. Instead, because the Trellis THEY sent by mistake was assembled, they refuse to take the Trellis back even though I have offered to disassemble and repackage it. They have offered to credit the difference between the Trellis (at a discounted price) and the ***** that I actually ordered. I DON'T WANT THE TRELLIS THAT THEY SENT BY MISTAKE! If I had wanted a trellis, I would have ordered a trellis. BestNest is trying to force me to accept their mistake. I just want all of the money I was charged for the ***** refunded to me and am willing to disassemble  and repackage the Trellis to get it. A refund of the $162.99 that I paid for the ***** is the only acceptable solution to this for me.

  Business Response

  Date: 08/22/2023

  A partial credit has been issued for the order, without the need for a return.  To qualify for a full credit, the item would need to be returned in the original condition and packaging.

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I would need to know exactly what the business means by 'the item would need to be returned in the original condition and packaging'. Since it was assembled when my daughter got it, I suspect in disassembling it and returning it, the company would claim it was not returned in the 'original condition', and therefore would not honor the return. 
  
  Regards,
  
  ***** *******
  

  Business Response

  Date: 08/23/2023

  If the item were to show signs of use/assembly, and could no longer be sold as new to a customer, it would not qualify for additional credit.  A credit has already been issued to reflect the cost of the item received.

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******

  Again, this was the fault of the business, they sent the wrong item. I will disassemble the trellis and send it back but I will not call this resolved until I get a full refund. I will need to get a shipping label from them, I will not pay to ship back the item, again, since it was BestNest's mistake. The company should just give me a full refund and write off the loss, but I am willing to go through with reassembling it and shipping it back at their expense.

  Business Response

  Date: 08/24/2023

  We apologize that an incorrect item was sent.  Unfortunately with the item having been fully assembled, it is no longer in the original condition, and would not qualify for a credit.  Since the item was used, a credit has been issued to compensate for the difference in cost.

  Business Response

  Date: 08/24/2023

  We apologize that an incorrect item was sent.  Unfortunately with the item having been fully assembled, it is no longer in the original condition, and would not qualify for a credit.  Since the item was used, a credit has been issued to compensate for the difference in cost.

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  Julie S******

  The item was not 'used' it was just assembled. Yesterday I sent a response stating what would satisfy me and allow me to say this was resolved. This response is no different from their previous responses. To reiterate what I said yesterday:  I do not trust the company to accept a disassembled item returned and issue the remainder of the refund. They have not provided me with a return label for the trellis. I would like a full refund for the Arbor. If I see a full refund on my credit card, and if I get a return label, I will disassemble the trellis and send it back, but I won't send it back until these to requirements are met.  

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******

  The item was not 'used' it was just assembled. Yesterday I sent a response stating what would satisfy me and allow me to say this was resolved. This response is no different from their previous responses. To reiterate what I said yesterday:  I do not trust the company to accept a disassembled item returned and issue the remainder of the refund. They have not provided me with a return label for the trellis. I would like a full refund for the *****. If I see a full refund on my credit card, and if I get a return label, I will disassemble the trellis and send it back, but I won't send it back until these to requirements are met.  

• Initial Complaint

  Date:02/01/2023

  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.

  Date of transaction 9/22/22 I received a $200 gift card from my husband for Best Nest. I actually spent more than the $200. The receipt is attached. The problem is the Bird Bath part # ************** for $74.99 plus tax. The bowl itself broke apart within a month of putting it up. Attempts to get resolution or even an acknowledgement from this company through their website have been ignored. I cannot even get an answer let alone resolution. I am requesting a full refund for the product. Doing a search on this company shows multiple complaints about this company. Poor quality of product, no backup of their products and poor if any responses.

  Business Response

  Date: 02/02/2023

  We are sorry to hear that the item broke while in use.  Unfortunately BestNest does not have any record of prior contact regarding the order, and are unable to locate communication via phone or either email address.  Warranty assistance can be obtained by contacting customer service at 1-800-626-1114.  At this time the bath would not qualify for a return or refund.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I used their online "Contact Form" to register the complaint. To state they have no record of it is a completely false statement. If you refer to my Business Review you will also see they falsely stated they had no record of my purchase. This falls in line with the other online reviews you will see about this company. To then state "bath would not qualify for a return or refund" is admitting they do not stand by their products and it's "buyer beware". Something needs to be done about this dishonest fraudulent company.
  
  Regards,
  
  ***** ******
  

  Customer Answer

  Date: 02/07/2023

  My fault for not making a screen shot of the on-line form. They did not send a confirmation and did not even reply. I didn't realize I was dealing with this type of company. I did previously send the full receipt backing up the purchase. I've attached gain as well as a picture of the defective product.

  Business Response

  Date: 02/08/2023

  We apologize that we had not been originally able to locate the order.  Due to it having been placed under an alternate name, and using a different email address, we had been unable to associate it with the order that had been listed.  We are showing the original item was delivered 09/26, the original concern listed on 02/01/2023, and the failure had occurred within a month.  BestNest has been receiving daily communication with customers during the period of 09/26 to 02/01.  Any warranty on the product would be through the manufacturer directly.  At this time, we are past the refund period.

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Stating the purchase was made under another name makes no sense whatsoever. The receipt is in my name.

   

  Secondly stating the complaint was just made on February 1 is a false statement. I filed the complaint through their site immediately after it happened well within the 30 days. This denial on their part falls right in lime with their original claim that they showed no record of the purchase until I provided the receipt for the original gift certificate for $200 and the receipt for the purchase that exceeded the $200. A fraudulent company through and through evidenced by the multiple complaints filed against them and the on-line reviews with the exact same problems encountered.
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 02/24/2023

  Any item warranties would be held by the manufacturer directly.  We would recommend contacting them to receive a resolution.

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  This business keeps alternating their responses. First they say they don't have  a record of the purchase (twice - both on the review as well as the complaint). Then after acknowledging the purchase they state they don't have  a record of the product defect complaint. Then they state the complaint wasn't made in 30 days. Now they state they don't have any responsibility for their products whatsoever and I have to chase after the manufacturer. This is consistent with all the complaints you read about Best Nest and they continue to get away with it and continue to provide fraudulent services with no responsibility on them. I should not have to be trying to get a run around with this. If you buy a product from any reputable vendor you return the product to them.
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 03/13/2023

  Any warranty would be handled by the manufacturer directly.

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The complaint was filed immediately. They would be responsible for damaged/defective product within 30 days of the purchase. They keep shifting their responses. First they didn't acknowledge the purchase. Then they didn't acknowledge the complaint about the defective product. Now they are deflecting the responsibility to the manufacturer - who they purchase and distribute. Poor product with poor customers service. No responsibility on their part. No ownership of any issues encountered by their customers. A fraudulent company that should not be allowed to conduct business.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:08/04/2022

  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 purchased a Large Bird Feeder from this company and I did not wish to keep it. It was shipped back and I requested a refund. Bestnest claims that when they received it, the box was damaged and they could not accept it. So I tried to file a claim with UPS who also denied a claim. They said it was packaged wrong. It was packaged the exact same way that it came to me. I feel that this business is unreasonable in my request. I paid close to $300.00 for item plus shipping it back and have nothing in return.

  Business Response

  Date: 08/04/2022

  On 07/05 BestNest provided return information for the bird feeder that had been purchased.  Included with the return merchandise authorization were details of "We would recommend using a method with tracking and insurance, as we are unable to credit for lost or damaged items. ".  Unfortunately upon receipt of the return, there had been physical damage to the packaging and to the item.  Digital images of the item and packaging were provided to **** ********.  A claim was filed with UPS by **** ********.  UPS picked up the item and packaging as part of their claim process, and BestNest is no longer in possession of the feeder.  BestNest would not be able to issue a credit for an item that we no longer have, and would recommend escalating the issue with the carrier.