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:06/21/2025

  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.

  IT'S BEEN BROKE, UNABLE TO USE, SINCE 1 MAY!From: ****************************************** <******************************************> Hello *******,Thank you for providing the order number.Regretfully, at this time our system will not allow us to process any part replacements or a refund for your item. This is due to the fact that your order number (111-1760757-8294651) was purchased on [2024-05-07] and is now out of our 1-year warranty.We apologize, but there is no way to "force" the system once the order warranty has expired.We appreciate your understanding.Sincerely,***** **** | **************** M-Su ****** - ****** Pacific Time Our customer service department responds to all messages from oldest to newest and within 1 - 2 business days (Monday - Sunday). Please refrain from opening multiple tickets if possible, to help keep our response time quick and efficient and so that we may get back to you as soon as possible.Thank you for letting us know!we regret the inconvenience it did not performed as intended.I am happy to assist you, but will need more information to locate your order.Please reply with one or more of the following:1. A clear screenshot or copy of your Order Confirmation (This is the best and quickest way for us to correctly locate your order).2. The order number issued in your purchase confirmation that we emailed you.3. The full recipient name that was associated with the order and the zip code that we shipped to.4. The tracking number on the shipping label of the shipment.We will keep an eye out for your response so we can proceed!Sincerely,***** **** | **************** M-Su ****** - ****** Pacific Time I've tried removing and replacing all screws on blades so they align with cylinder better, lock nuts on but no matter what cylinder does not stay in place. is it supposed to be somehow locked in hub? nothing seems to work it just falls out as does entire fan blade rendering it inoperative because it does not spin freely.

  

  Business Response

  Date: 06/23/2025

  Hello,  
  After discussing this with our customer service department, I have found the following: 
  

  1. The purchase of the outdoor windmill weathervane was on 5/6/2024. 
  2. The purchased item was delivered on 5/9/2024.
  3. As this was an ****** purchase, the warranty period of a seller begins on the day delivery, so the end of our posted 1-year warranty was on 5/9/2025.
  4. The first contact by the customer was on 6/20/2025 by chat on our website.
  5. One of our **** responded to him on 6/21/2025 with troubleshooting tips in back-and-forth emails. This concluded with the customer telling the *** to ***lace the windmill because all else failed after 3 short months!
  6. The *** let the customer know about the length of the warranty and the customer then said it was unusable since 5/1. Not sure if that was 2024 (a few months after using it) or 2025. Either date would have been within the warranty period. But not 6/20/2025.
  7. Many of our competitors only have a 90-day warranty period, so we feel a 1-year warranty is very good and reasonable.
  
  What the *** had stated about the warranty period was correct and I confirm this is what well abide by in this situation.
  
  Sincerely

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23500222
  
  I am rejecting this response because: IT WENT DEAD BROKE ON 1 MAY SO...JUST SEND ME A NEW FAN BLADE ASSEMBLY, NOT THE WHOLE WINDMILL or refund money, thank you!
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/20/2025

  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.

  received a notice of an order that i did not place. May 20th. An order for a nightstand was placed on my account but scheduled to be sent to another address in another city to someone i do not know. i emailed Aosom customer service and they said, sorry to say theres nothing we can do, it is already shipped. my email to them was to ogre them to cancel it as it was fraudulent activity and that I didnt not order it. i emailed a second time with no response.

  

  Business Response

  Date: 05/28/2025

  Hello *****, 
  
  Thank you for bringing this matter to our attention.
  
  We have reviewed the complaint submitted and after thorough investigation, we found that this order was placed through our Aosom Canadian branch. Our company, located in *****************, operates separately from our Canadian counterpart and does not have access to their customer records, order history, or fulfillment systems. Therefore, we respectfully request that this complaint be redirected to the Better Business Bureau in ******.
  
  Please let us know if we can be of further assistance.
  
  Sincerely, 
  
  ***** | Senior Customer Experience
  **********************
  

• Initial Complaint

  Date:03/18/2025

  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 ordered a greenhouse from this company 2/27/25 on ****** (thank goodness! I advise you do the same if youre gonna take a ****** on buying anything from this shady company; so that you have ****** to fall back on when they try to tell you what the customer service agent just tried to tell me). It is 3/18 and I got the greenhouse delivered 3/11 I believe. I put the greenhouse together 3/14 and 3/15. 3/16 I arrived home and looked out my window and the greenhouse was gone somehow this piece of junk got blown over in the wind but my plastic lawn chair didnt, if that tells you anything about the quality of their products. Okay so I try to exchange it since Amazon usually sends the exchange, and you return the faulty item, so that i didnt have to spend 2 days. Rebuilding this thing, I wanted to just switch out the pieces that are damaged or bent and return the rest untouched with the exchange.aosum only gave me the option to return, since Im still in the return period of course. So I called care to explain what I would like to do, and explained that an agent told me to email what parts need replaced via email, but ideally Id like to do an exchange instead. He tells me that since its because of weather, I dont have many options and they shouldnt have offered to send replacement parts or refund me because the damage was caused by the weather. This item was almost $400.. my $5 plastic lawn chair survived the wind but somehow the greenhouse did not. So I beg to differ that the damage was caused because you guys are selling an item with extremely subpar quality; for way more than it should have cost. I am blown away at this care agent basically telling me to beat sand when a product I received less than a week ago is not holding up to ***************** expectations were not even high. I put refund but an exchange sent out and then 3-7 days to return the original item. Or a refund to buy a new one and I can still return this one with the prepaid label.

  

  Business Response

  Date: 04/01/2025

  Hello, 

  After reaching out to our **************************** it was found that there was a service issue with one of the ***** so they came to a new resolution with the customer. I believe the situation is now resolved. 

  Thank you

• Initial Complaint

  Date:03/09/2025

  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.

  My order was guaranteed delivery by 2-24. Instead, it sat at ***** for almost a week. I contacted **************** with my concerns. But ***** sent an update that the item was delayed. So, when they replied offering a full refund, I WAS HONEST. I guess I should have been dishonest. After another delay, the item arrived on the 27th. It arrived with the metal frame (the main component) not wanting to open all of the way; the metal bar across the top that keeps it open, won't lock in to place (I now believe it's because the bar is too long and the cover is sewn too small). There are also areas where paint has been chipped off (concerns with future rust) and a few stains on the fabric, including the front. After emailing several times, including sending photos, it's clear that nobody understands my concerns. I was first offered a small refund. Then, I'm told I can receive a free shipping label to return it and they can reship. Then, after asking for a ***** pickup, the offer is a small refund or a reship. Asking for a free ***** pickup doesn't seem unreasonable, nor does wanting to place a new order on my own and receive the original discounted price. Not only is the original box damaged (to where I get to figure out how to reinforce it for shipping), it's large and heavy. I don't have an easy way to lift this into my car, nor should I have to spend money fixing the box AND driving to the next town over to *****. I don't know if I want a replacement right now with the possibility of another prolonged headache. A small refund amount is insulting when the local bike shops have minimum fees of $60 and paint and frame work is usually in the hundreds. All I'm wanting is a full refund, a free ***** pickup if you'd like the item returned, and the option to reorder the item in several weeks for the same price (I'm genuinely concerned about receiving another defective/damaged item and I need to focus on caregiving right now instead of 30-day return windows).

  

  Business Response

  Date: 03/13/2025

  Hello, 

  After reaching out to our customer service department, they informed me that they have refunded the order. 

  Thank you

   

  Customer Answer

  Date: 03/16/2025

  I'm not sure if Aosom contacted me because of my Better Business Bureau complaint or because I didn't respond to their last email, but on the evening of March 10th, ****** from **************** emailed me to offer a replacement or a full refund with no need to return the item.

   

  I opted to accept the full refund. Aosom processed the full refund early morning of March 11th. As a result of that particular communication and the refund, I consider the issue resolved and am opting to close this complaint.

   

  Kindly, 

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

• Initial Complaint

  Date:02/05/2025

  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 a Portable 8-Person Pop-Up Ice Shelter Insulated Ice Fishing Tent from ********** on October 1, 2024 Order Number: WM83453847 aosom Po ******** for the amount of *****. I went and used it once and the tabs that connect to the ice anchors ripped along with the fabric seams. I called customer service and they approved the parts replacement, but they had none in stock and they referred me to **********. I called ********** and they referred me back to Aosom. If I cannot get a replacement item than refund would be acceptable for a faulty product.

  

  Business Response

  Date: 02/17/2025

  Hello, 

  We reached out to THD on 2/7/2025 asking them to refund the order, since we did not have the parts available and out of stock on this item. We have sent them a follow-up email today just in case the refund hadn't been addressed yet by them. 

  Thank you

  Customer Answer

  Date: 02/27/2025

  I am writing about case ID number ********. I have not received the refund from Aosom LL or ***********

   

  Thanks,

   

  *****

  

  Business Response

  Date: 03/04/2025

  Hello, 

  We escalated this in THD and received a response they will process the refund tomorrow on their end. The customer will be notified by emails from them and the full refund may take up to 5 business days to be reflected back to the original method of payment. 

  Thank you

  Customer Answer

  Date: 03/06/2025

   
  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:02/01/2025

  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 on May 3, 2024 & my item is broken. two of the legs on the main structure is bent. I called customer service & told them I went outside & saw it was bent & the top has been pushed through which tore the top from the bent legs. The *** assumed it is from rain, snow, sleet, or hail. None of that is true. She would not allow to ***lace through the warranty. After placing my own review on different platforms I noticed a lot of other customers are experiencing the same thing with this product & the company refuse to do what they promise according to their warranty policy. This is the review I left on several platforms: The canopy is awesome until one day I went outside and saw it leaning after further investigation two of the legs on part 1 that holds it up were bending at the crease which caused the top part to put a whole at the top in part 4. I tried to get it ***laced through the manufacter warranty and was denied the ***lacement because ****** said the warranty doesn't ***lace due to inclement weather. Mind you I never once said it was in either of those things she just assumed. I will never buy ******** again due to them not withholding their limited warranty and will post this review everywhere they sell this item so people will know that they will assume you left your item in inclement weather and deny your claim. Another thing I like to point out was during my phone conversation with ****** I can tell in her tone she didn't want to ***lace my canopy she told me she was going to send me two emails when we got off the phone one with information to send and a second one with the instruction manual for me look at to see which parts I needed. I never received the email with the instruction manual I simply looked the manual up on their website to find what I needed. I took pictures and even emailed and asked if she needed more pictures. After I sent her the pictures that you see below she emailed me a response which you will see in a separate picture.

  

  Business Response

  Date: 02/04/2025

  Hello, 

  After contacting our ************** they notified me this had been escalated to a more senior *** to investigate who confirmed the customer's claim, so the *** let the customer know that she would be sending out a ***lacement canopy due to too many parts needing to be ***laced. The ***lacement canopy shipped today via ***; tracking# 1ZY498400395120034. 

  Thank you

  Customer Answer

  Date: 02/06/2025

   
  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:12/30/2024

  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 recently ordered a pantry and had to reorder due to the wrong one being available. The second one I ordered also got canceled. Both orders I have been told are going to get refunded, but they never did. Order # *********** and # *********** are the 2-needing refunded through ******.

  

  Business Response

  Date: 12/30/2024

  Hello, 

  After checking with our accounting department, they said the first order, ***********, had a hold on it due to a dispute, but were able to refund it today. The second order was partially shipped before being able to be fully cancelled. I requested to the accounting department to refund this one as well and they have. Please see both screen shot attachments of the order refunds. Also, the one box that shipped for the second order is due to deliver tomorrow, so we are hoping the ***** will refuse this shipment when they attempt to deliver by ****** it is the tracking number in your shipment confirmation email that ends with ...955.

  Thank you

• Initial Complaint

  Date:12/10/2024

  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 ordered 2 go carts from the TikTok shop on November 30th. Unfortunately ***** delivered it to the wrong address, and I have been unable to reach a solution since. I contacted the police department, this was over $600 worth of products for my childrens Christmas. So I reached the company I ordered from directly, and was told I could get a refund. So I politely ask for credit to their store so I could order again they told me they could only refund to the account I purchased from. Well that account had been closed since ordering, because they mark my Christmas shopping as fraudulent. All the refund they have sent their are now long gone. So now, *** lost almost $1000 worth of gift money completely gone. I need a solution to this before Christmas. That was my childrens biggest gifts.. and now I am in debt and cannot afford them ??

  

  Business Response

  Date: 12/23/2024

  Hello, 

  We are sorry to hear about the delivery issue for your order. Unfortunately, there isn't something that can be done prior to Christmas, but we are reaching out to our customer service department to investigate some of the issues you brought up:

  1. Regarding the inability to receive a refund for the two go-carts because your card was compromised. We do not have the ability to keep or issue "credit" on any of the marketplaces we sell on. We can either refund or send an exchange, but in this case, we will not have the go-carts in until January, and only the red one that I've been told. Normally, when a credit card company is alerted (or alerts the client) of fraudulent activity, they stop that credit card and open a different one where the client can still receive refunds from the closed card. Since you are saying your credit card company is unable to do this, can you please provide a letter from your credit card company referencing this?

  2. Regarding the delivery of the packages. In the screen shot of the chat you had with TikTok customer service, the last part said the packages were delivered toa a neighbor a few doors down. If that neighbor didn't give those back to you when asked, the police would have been able to help get them for you since you can show them the ***** photo of the packages delivered. For someone to keep packages that don't belong to them is a crime. If this is not the case in your area, please submit a copy of the police report stating there was nothing they could do even with the photo proof. 

  If you can provide the above, I can push for a refund directly from our accounting department. Otherwise, I will wait to hear back from our customer service department and their investigation. 

  Thank you for your understanding.

• Initial Complaint

  Date:10/14/2024

  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 bought a bathroom cabinet, but didnt receive the product as advertised. I contacted the company and they said I would have to pay $30.00 to ship it back. They wouldnt accept that it was their fault. When asked if I could talk to a manager they refused.

  

  Business Response

  Date: 10/22/2024

  Hello,

  
  After asking our customer service about this order, I was forwarded the conversation between the customer and the rep. ** the conversation, the customer stated when his wife looked at the item to purchase the photos showed the hinges (for the doors) on the right side and that is what they needed. When the item arrived, the hinges were on the left side.

  For most sellers, once they have a new product to start selling, they setup the listing on the marketplace website that includes photos, descriptions and specifications so that the customer purchasing has all pertinent information when ordering. Photos are from the product (2 of which are attached and a link to the listing is below). This is what sellers hope would alleviate shipping something unnecessarily because shipping is costly. The normal course of e-Commerce has sellers paying for return shipping when product is damaged, defective or missing parts even as a result of the carrier, but when a return request is made not pertaining to a manufacturer or carrier issue, it is called buyers remorse in the industry and the cost of return shipping is borne by the customer.

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

  ** the conversations with the customer, at no time was anything said about there being anything wrong with the product (damaged, defective or missing parts), only that they believed it was wrong because the wife saw the photos showing right-side hinges, so they thought they should not have to pay for return shipping charges. Although it is probably a common problem that someone looking for an item is usually looking at multiple sites at the same time, and sometimes confuses similar item features when finally making the order, this unfortunately, is not the responsibility of the seller, so that is why we have asked the customer to pay for return shipping.

  Thank you

• Initial Complaint

  Date:08/10/2024

  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.

  I've attempted, to call support. Emailed them 8 times over the last 4 days. Been in instant chat with them and sent 18 messages. Made a purchase of 197$ from local merchant aosom, upon arrival all cross arms at the bottom welds were split up the arm. All bracket fingers were bent together (causing them to break when straightened out) this is my second issue with this merchant, I've issued a return refund several days ago, the messaged me at 2:33 am saying don't use the label that was provided to me from the website(item was already sitting out for pick up) haven't heard a word from them since. Yet to receive my refund..

  

  Business Response

  Date: 08/26/2024

  Hello,

  This order has already been refunded according to our customer service department. Please see the attached screen shot. Interesting thing though on this case and the previous one brought up in case# ********, the name in the cases are different than the orders. Not sure why that is. 

  Thank you