Complaints

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

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• 

  Hanso Home, Inc.

  Copley, OH 44321-1762

• 

  Hanso Home, Inc.

  1007 N Orange St Fl 401 Wilmington, DE 19801-1239

• 

  Hanso Home Inc.

  1007 N Orange St Fl 4 # 401 Wilmington, DE 19801

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: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.

  I ordered a pergola from Hanso homes on March 29th for a 10X13 pergola and heater, and paid for the order in full at the time ($7,234.06). The delivery time was estimated at 6 - 10 weeks. It is now been nearly 20 weeks and I have not received my order. I have reached out to the company multiple times via email and phone and have not received any feedback about if and when my item will be delivered. There has been a tracking number on my account for two weeks, but it does not link to anything nor does it say who the carrier is so I have no idea if the item has actually been shipped.

  Business Response

  Date: 09/10/2024

  Thank you for reaching out and sharing your concerns. We completely understand how frustrating it must be to experience such an extended delay, especially after anticipating the delivery within the expected timeframe when the tracking number didn't provide the expected information. Your experience is important to us, and I assure you that we take this matter seriously. 
  
  To ensure that we address your specific situation with the attention it deserves, I would kindly ask you to contact our support team at *********************************** They will be able to look into your order in more detail and provide assistance.
  
  We value your trust in Hanso Home, and I want to assure you that our team is dedicated to supporting you. Please reach out at your earliest convenience, and we will be ready to assist.

• Initial Complaint

  Date:07/26/2024

  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.

  purchased a pergola from Hanso Home on March 12, 2024. I paid estimated 4950.00 for the product. they informed me that they will deliver the product in 10 to 12 weeks. Once purchased no responds from Hanso Home about the product. I contacted them several times, they promised to shipped product and will email tracking number, again no tracking number, again call again and given the same answer. Do not have faith in this company and afraid I have lost my money. I saw this ad on facebook. They need to be out of business because they are making false promise they cannot keep. I will see what legal action I can take against them.

  Business Response

  Date: 08/12/2024

  Thank you for reaching out. We apologize for the extended issues with your order and for the trouble this caused you. We wish we were able to provide a faster resolution and provide you the service you deserved. We know this purchase means a lot to you and we appreciate you giving us a chance to do our best. Thank you again for your patience and being our customer. Our records show your pergola was delivered now. We hope you are enjoying the pergola and that you'll be able to find positive aspects of the experience now that the pergola is with you! Please let us know if you need anything else by emailing us at [email protected].  

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi ******,

  I have forwarded by email new correspondence from Hanso.  However, we've not yet received the promised refund.

  re time (since 6/13/2024) we have not been able to use our garage. At one point, Hanso refunded $350 to apologize for the delay.
  
  Additionally, we purchased the pergola to install for my daughter's grad party on 6/2/2024 and for the summer. Since it has not fully arrived, we missed the party. And, my husband is a teacher and goes back to work in 8 business days; therefore, we've not been able to use at all this summer and in the meantime have not been able to use our garage bay and have had to expose our vehicle to the elements for the last 2 months.
  
  This has been a completely unacceptable experience. We would like the 2 missing (and originally incorrect) posts to be delivered ASAP. We believe Hanso should provide a refund for our terrible experience.

• Initial Complaint

  Date:07/17/2024

  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 received confirmation email that they are working on my refund, though the funds yet to appear. Thank you.?Similarly, such delays in refund do not go without fees and compensation. ?4. Poor ***************** While sales representatives are readily available, customer ?service is unresponsive. They don't answer calls or return voicemails, despite promises of ?callbacks. ?Desired Resolution: ??1.? Immediate refund 2. ?Appropriate compensation for the delayed pickup, considering the inconvenience, ?opportunity cost, and inflation.?

  Customer Answer

  Date: 07/23/2024

  Yes I received a full refund without any deductions, which is a fair resolution for the case. Thank you for your help. 

• Initial Complaint

  Date:05/23/2024

  Type:Billing 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.

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint.  I think this was handled as poorly as it could have been.  I as the consumer should not have needed to do all the work, but that is in fact exactly what I had to do to resolve this.  Needless to say I will never shop with this company again and I will share my experience with friends and family.  Good day. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: ********
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

  n the story changed and she said well that's because I selected the power option and they did not have any of the parts at the time of the order. I am completely dissatisfied with Hanso, the customer service, and I feel like I may be waiting much longer than even she estimated. I have asked about a full refund and was completely ignored.

  Business Response

  Date: 06/02/2024

  Hello,

  Thank you for expressing your concern. We appreciate this explanation of your experience. The website never advertised 2-3 weeks delivery for standard shipping. That would only be for expedited shipping which has an additional charge and is subject to stock availability. We would have been happy to help you remove Shipping Protection from your order if requested. We apologize for any technical issues you experienced with the shopping cart. However, we empathize with your concerns and appreciate the feedback you shared. Please email ********************* if you need anything else. Thanks!

• Initial Complaint

  Date:09/21/2023

  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.

  Hanso Home is charging me 15% restocking fees for a product that they did not even deliver!
  
  I ordered a pergola in July '23 from Hanso Home and was told by their representative via email (attached) that I would obtain delivery of the pergola in September (8-10 weeks-free standard shipping).
  
  I received another email at the end of August stating that the delivery for my order would be as late as mid-October.
  
  After contacting customer service regarding this delay, I was informed that my order was being expedited and I would be receiving my order by the second week of September (email attached).
  
  A delivery date was scheduled by their “white glove” delivery partner, ARC Best Warehouse for September 12th. On September 11th an ARC Best Warehouse representative contacted me via phone and stated that they have not had a forklift for a very long time to deliver large packages to my driveway and Hanso should have known this and should not have scheduled a delivery with them.
  
  Frustrated, without receiving any products and missed delivery timelines, I ask for a full refund from Hanso and I’m being told that they have to charge me a 15% restocking fee for expedited delivery. They also state to have a 100 day “risk free” trial on their website? Expedited delivery was their offer for not being able to meet delivery timelines. I did not receive my order from them in time nor did their offer of expedited delivery arrive prior to that time either.
  
  This is not just about "paying a fee". It is about Hanso Home's inability to meet expectations set by their company and faulting the customer for it. I was informed by Hanso Homes that the 15% fee is to ensure they can cover costs associated with processing orders and to provide compensation to staff for time and effort (attached).
  
  I am unsure why I am being charged approximately $1000 for a product they never delivered. Any costs incurred should be absorbed by their delivery and shipping partners and not the customer.
  
  Thank you

  Business Response

  Date: 05/21/2024

  Thanks for describing your experience. We understand how frustrating delivery can be if the shipping partner does not have the necessary equipment. In this case, we could have assisted you in receiving the final delivery if given a little extra time to coordinate the equipment that the shipping partner was lacking. When the product has already made it to the final destination, a significant investment has been made to manufacture, quality control, and ship the product. This is why there is a fee for canceling the order at this stage, which is a common policy among luxury furniture brands. However, we understand the frustration a cancellation fee can cause, especially when the delivery didn’t go as expected for you. Thanks for letting us try to improve your experience and for your feedback! Please email [email protected] if you need anything else. 

• Initial Complaint

  Date:02/10/2023

  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.

  We purchased a Pergola from Hanso Homes and have not received it. We have tried contacting them multiple times by phone and email and they keep putting us off and can't tell us if we are ever going to receive it. They acknowledge the order but that's all. We are concerned the entire website and internet company is a big scam.

  Business Response

  Date: 05/21/2024

  Thanks for explaining the issues you experienced. We deeply apologize for your order’s delay. The delay was caused by a shortage of white pergolas and our only other option at the time was to offer a dark gray pergola instead. We wish we could have provided alternative resolutions that better fit your needs. But, we understand you wanted what you initially ordered and felt concerned when you couldn’t receive that product within the originally estimated timeline. Thank you for choosing Hanso and we appreciate your feedback. Please email ********************* if you need anything else.  
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  Ordered a pergola in July of 2022 with first payment of 4500.00 dollars second payment of 4500.00 in August of 2022. Received email updates on my order on a regular basis. Delivery was 6 to 8 weeks that pushed to November of 2022 due damaged shipment, then pushed to January 17 of 2023,due to customs issues. Updates and responses from Hanso Home stopped in November of 2022. Call and email daily, no response from them Have sent emails and phone messages requesting a refund. No response.

  Business Response

  Date: 05/21/2024

  Thanks for communicating your concern to our team. We wish we could have provided a better experience for you and greatly appreciated your patience while we resolved the issues with your order. Unfortunately, there was a miscommunication about your shipment being able to proceed without the full payment being made for your order. Shipping damage and customs issues also complicated this order. These factors combined extended your shipment delay far beyond the initial ETA. We apologize for the issues that caused you and for not having a way to fix this immediately. We also acknowledge we should have followed up with you faster to inform you of the situation and empower you to make the best decision for yourself. Thank you again for your feedback and for letting us address your concern. Please email ********************* if you need anything else.