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:01/26/2025

  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 ordered a walker edison electric fireplace entertainment center from Menards. I ordered it as I was building my house, so I would have it whe my house was complete to assemble and use. When I went to assemble the entertainment center, I was missing one of the front panels. I filled out required information on walker edison website
  A few days later I received an email asking for original purchase date. I was told because it had been longer than the 90 day warranty that they don’t do replacement parts. I offered to pay for the part and was told they don’t sell parts. I understand under normal circumstances that most people would take the item home and assemble it right away but I was planning ahead and didn’t have the house complete to do so
  I was told by customer service from walker edison to go to Menards, Home Depot or Lowe’s that they might help me with part. I tried these stores and they laughed at me for asking for such a thing from my assembly manual.
  I was short a part to complete the entertainment center. It is worthless to me this way. I would like to be refunded my original payment of $120.78 or send me a replacement. Thanks

  Business Response

  Date: 01/28/2025

  Hello Dennis,
  
  Thank you for reaching out and sharing your concerns. I’m truly sorry to hear about the issue you’ve experienced with the product you purchased through Menards.
  
  As outlined on our website, we offer a 90-day warranty from the time of delivery, even though you indicated that you are outside of that window, I would be more than happy to see if we have the part you are needing in stock. Could you please provide a copy of your proof of purchase?
  
  If you are seeking a refund, this would need to be addressed directly with Menards, as they are the retailer you purchased the item from.
  

  I look forward to hearing back from you.
  
  Best regards,
  
  Andrea

  Customer Answer

  Date: 02/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22860257, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dennis Weyer

• Initial Complaint

  Date:09/08/2024

  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.

  Ordered Oct 21st 2023
  Received items in November
  Damaged items, incomplete item, wrong pieces. Submitted request for piece replacement. Got wrong piece shipped. Request full unit replacement. This was delayed and only shipped in Feb 2024, already three months beyond their warranty.
  I had a sick baby born in February so I was unable to build the newly sent piece. Ultimately my baby passed away after long illness and tried to build the furniture I had not even opened.
  Again wrong pieces were sent, damaged pieces were sent.
  I reached out to company, they denied replacement or either wrong pieces or whole set given 3 month warranty expired. This is a THREE times wrongly delivered set/pieces. My original warranty claim was within three months and it would be impossible even if my baby had not died, and I had built the furniture in February as soon as I had received it, to be under the three month original warranty. I have requested over and over and they have denied. They did not adhere to their contract which was delivering a useful piece.

  Business Response

  Date: 09/09/2024

  Dear Mr. Crespo,
  Thank you for reaching out to us. We truly understand your frustration regarding the issues you've experienced with your purchase, and we sincerely apologize for the inconvenience caused.
  To summarize your case:
  The initial purchase of two nightstands was made on October 21, 2023, and delivered on November 17, 2023.
  On November 25, 2023, you submitted a request for a refund due to corner damage, accompanied by a photo. In response, we shipped replacement parts; however, there was an error with those parts, and unfortunately, no additional parts were available at that time.
  To resolve the issue, we sent a whole unit replacement on November 30, 2023, including a pick-up tag for the extra unit as a courtesy.
  Due to the item's popularity, we issued another call tag and placed an order for a second replacement, which was delivered in February 2024.
  On August 26, 2024, you reported a cracked piece in your replacement parts. While we deeply empathize with your situation, our claims are based on the time of delivery. Despite this, we made every effort to provide you with replacements in a timely manner.
  At this point, due to the elapsed time since delivery and the unavailability of inventory for replacement units or components, we regret to inform you that we are unable to offer further assistance.
  We appreciate your understanding and thank you for choosing Walker Edison. We aim to maintain high-quality standards and sincerely regret the challenges you’ve encountered. Our replacement parts policy and terms and conditions are in place to ensure clarity, and we strive to accommodate our customers whenever possible within these guidelines.
  If you have any further questions or concerns, please don’t hesitate to reach out.

  Customer Answer

  Date: 09/10/2024

   
  
  Complaint: 22258531
  
  
  You are acknowledging that you have provided with faulty parts and have not fulfilled your contract. This continues to be unacceptable. I paid for a service and I have received half of it. 

  
  Sincerely,
  
  
  

  
  

  Business Response

  Date: 09/11/2024

  Good afternoon Daniel,

  Walker Edison has gone above and beyond to try and provide service to you. On your initial complaint you had received a chipped component and provided the part number request for replacement. After that failed to work we arranged to send out a whole unit replacement. The item was on back-order and we sent a whole unit. The unit was delivered in February 27th. The warranty for that part expired on May 27, 2024. We understand that life circumstances can cause delays in assembling furniture, however we cannot modify our warranty. In this specific case, we do not have another unit available to provide parts. I am so sorry, but we have exhausted our options to you.

  Best,

  Amber

• Initial Complaint

  Date:07/04/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 a desk that is manufactured by the listed company. On July 1, 2024 the center counter/desktop glass shattered into uncountable pieces causing my computer to fall to the floor and now the touchscreen of my computer is also broken. I have reached out to the above company by email, but response seemed to stop. I am a student and now I’m with a broken desk and no computer for my online class. All I was asking for is information for a replacement part to the desk. But now I’m
  Concerned about the safety of anyone who has this desk, should this desk be recalled? I think I purchased this desk from Staples in 2022. I’m not sure if I have a receipt from then. On the website for Staples the same desk is listed to have a 5 year limited warranty. Any information would be helpful, I really do not want a replacement desk just the part that broke.

  Business Response

  Date: 07/09/2024

  Walker Edison did receive a request for replacements from Mr. *********. Customer service requested that he provide proof of purchase and photographic evidence of his failure. Mr. ********* did not provide either, and indicated that his desk was purchased 2 years prior, which is outside of the limited warranty shown at **********************************************. If proof of purchase and evidence is provided to the customer service team, Walker Edison may be able to provide appropriate support for this consumer. 

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I provided the lot number and the picture that has there name and date of 2021. The desk is advertised as a 5 year warranty at staples. Who ever is working at this place didn’t even put the time into looking into anything because she couldn’t even spell my name correctly. It’s not hard to copy and paste if you’re in that much of a hurry to close a complaint out. Go ahead and close it out, I won’t be buying a desk from them again. I should send the glass shards in an envelope back to them, since they say they test their products.
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:12/07/2023

  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.

  November 12,2023
  Two nightstands were purchased from them.
  We have emailed them with no response back. I’ve tried locating a phone number but nothing was on their website.

  Business Response

  Date: 12/11/2023

  Hello ********,
   
  Thank you for taking the time to reach out to us here.

  I do see that we responded to an email that was sent by you on 12/07/23.

  The nightstands you have ordered are currently on backorder with an estimated ship date of 12/28/23 as listed on the listing for the items.
  

  Our customer service phone number is *** *** **** as listed on the customer service page of our website.

  We apologize for the confusion.
   
  Please let us know if you have any other questions.

  Thank you,
  

  Walker Edison

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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.

  Order#*****
  2 Spencer solid wood 3-drawer nightstands
  Purchase date: 9/16/2023
  Price: 167.30
  Arrival date: 10/24/2023, 11/24/2023, 11/26/2023
  Item not received despite constant communication with Walker Edison customer service representative.

  Business Response

  Date: 11/28/2023

  Hello *********,

  Thank you for taking the time to leave a review, we greatly appreciate it.

  Looking into your order, it appears that you purchased the item while it was on backorder with an estimated delivery date of 11/10/23 and the estimated ship date has since changed to 12/28/23.

  We apologize that the order has been delayed.

  Our customer service team has been in contact with you updating you as the estimated date has changed.

  The listing for the item has constantly been updated as well.

  We apologize for the delay.

  Please let us know if you have any other questions regarding your order.

  Thank you,

  Walker Edison

  Customer Answer

  Date: 11/28/2023

  
  
  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:11/06/2023

  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.

  On October 9, 2023, I purchased two dressers and a buffet from this company. The dresser doesn’t fit together. The two dressers are the same dressers. The product is defective. The drawers don’t close into the dresser and the drawers themselves didn’t fit together. I called the company and they are unwilling to give me a refund unless I tear apart the already defective and built dresser and pay for a new box to put it in and ship it back to them, and then pay the restocking fee for the dresser I haven’t opened yet. They sold me a broken product. I should get my refund and not have to pay for a new box and a restocking fee. If their product worked I wouldn’t be having this issue. I’d like a refund. I’m willing to return both items but don’t think I should have to pay for Anne’s box or the restocking fee.

  Business Response

  Date: 11/07/2023

  Hello, 

  Thank you for reaching out. We can go ahead and have you dispose of the dressers. We will need proof of the disposal before we are able to issue your refund. However, we won't require you to return them back to us. 

  Thank you, Walker Edison. 

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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 two side tables on 9/5/23. I emailed customer service to obtain a shipping date on 9/13, 9/15, 9/20, and 9/22. I have yet to receive any communication regarding when my items will ship. I have tried calling customer service, but nobody answers. It has now been over 20 days since I placed my order and I am requesting immediate delivery of my items or a full refund.

  Business Response

  Date: 09/26/2023

  Hello *******,

  Thank you for taking the time to leave a review, we greatly appreciate it.

  Looking into this, you have been in constant contact with our team since you first reached out to us on 09/13/23.

  We have informed you that your order is on backorder, as shown on the listing for the item, and has an estimated ship date of 10/26/23.

  Please let us know if you have any other questions.

  Thank you,

  Walker Edison

  Customer Answer

  Date: 09/26/2023

  
  
  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:09/14/2023

  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.

  I ordered a TV stand from Walker Edison in early August and first, it took forever to get here (longer than what was promised) and then it shows up and I have no hardware (screws, nuts, bolts, etc). I called them and spent a week trying to get the parts and then they went silent on me. Well a week later they reached out and asked for more information (which they did not need) and I said I was going to write a complaint if they did not ship me hardware, so they eventually did. Well the hardware shows up and now I realize there are no legs to the stand. This company should not be allowed to sell anything to anyone! They are scammers and should be treated as such.

  Business Response

  Date: 09/18/2023

  Hello *******,

  Thank you for taking the time to leave us a review, we greatly appreciate it.

  Looking into your complaint, it appears that you called out customer service team on 08/31/23.

  That same day, our customer service team reached out to you in order to get your order information since it is required.

  We apologize that you did not hear another response from us until 09/06/23, our corporate office was closed from 09/01/23-09/04/23 for the national holiday..

  We responded asking for the specific part numbers and/or letters you were needing to ensure that we sent the correct parts you were needing.

  You only let us know that you were missing the hardware, and there was no indication that you needed the legs replaced until you reached back out to us on 09/14/23.

  That same day, 09/14/23, we responded to you letting you know that we have placed a full unit replacement for your order.

  That full unit replacement has shipped and has an estimated delivery date of 09/22/23.

  We apologize that you have had issues with our item and look forward to assisting you in the future.

  Thank you,

  Walker Edison

• Initial Complaint

  Date:08/30/2023

  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 May 29, 2023 I purchased a bed frame, two night stands, and a dresser from Walker Edison. The packages arrived over the course of a few days. On July 5, 2023 the bed frame arrived. It was in a box that was not a "Walker Edison" box like the other items. This box looked to be a large appliance box that was taped together with the bed frame exposed and the screws to secure the bed falling out of the box. I took pictures of the item that I received. I originally wanted W.E. to replace the item with a new one. I reached out to the customer service team via phone call, in which no one ever answered and I stay on hold for over 45 min. I then put in a customer service email with the pictures of the poorly shipped item, still no response. So I decided to just return the item. I returned the item and received a confirmation on August 15, 2023, that they received the product and I would receive an email in 5 business days. I have received no such email and I made multiple attempts to contact the customer service number provided on their website (###-###-####) which gives an option to speak to a customer service representative (press 2) which does not transfer to another line or extension and falls silent. I have made sure to follow all the rules outlined in their return policy, but I fear this company just takes sales and does not follow through with their own return policy and have an actual supporting customer service team. Personally, I think they take peoples money and let time expire, to where the customer gives up on trying to recoup the funds they lost. I just want a refund for my return and have learned my lesson to never buy anything from this company again.

  Business Response

  Date: 08/30/2023

  Hello *******,

  Thank you for reaching out to us.

  We apologize that you were not able to reach our customer service team when you called in, we are experiencing a high volume of calls currently that is resulting in long wait times.

  The box that your item came in appears to be a box that FedEx would put the item in when there is damage to the original box.

  In the FedEx tracking information, ************, the item was marked as damaged on 07/06/23.

  Looking into your emails, it appear that you reached out on July 5th and 9th requesting replacement parts, our system then asked you to fill out our replacement parts request form in order for us to assist you, but it does not look like we received one from you.

  You requested to return all 4 items on your order and according to the return tracking numbers, ************, ************, ************, and ************, only 1 item has been returned.

  We are not able to refund orders until all items that have return tracking numbers are delivered.

  Our customer service team has reached out to you in order to get more information on your return plans.

  If you have any other questions, please let us know.

  Thank you,

  Walker Edison

• Initial Complaint

  Date:08/04/2023

  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.

  Purchased the items on Amazon. Product has a 1 year warranty. Fabric is fading really bad and looks horrible. Amazon advised me to contact Walker Edison directly because it does have a 1 year warranty for these issues. Walker Edision advises that they do not have replacement parts and don't know when they will get them back in and dismisses me back to Amazon. Amazon won't do anything because the Manufacturer which is Walker Edision needs to cover it under warranty. Walker Edison doesn't want to help because they "don't have parts and don't know when" but the product is under warranty. If i need to get an attorney, i will do. This is just crazy that they don't stand up to there warranty.

  Business Response

  Date: 08/07/2023

  Hello *******,

  Thank you for bringing this situation to our attention.

  As the manufacturer we are able to offer replacement parts for your order.

  Our customer service team has reached out to you in order to get this situation resolved.

  Please let us know if you have any other issues.

  Thank you,

  Walker Edison
  

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Your team advised in the attached response that they don't have replacement parts for this and don't know when to expect the parts. So your reply, isn't helpful.

  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 08/07/2023

  The BBB reply back wasn't offering anything else from with what the merchant said to you. It was in the email previously sent. What more do you want? My appologies for sending this to the BBB!

  Business Response

  Date: 08/08/2023

  Hello *******,

  Thank you for your response.

  According to our records, we have offered you a full unit replacement for the chair, ottoman, and loveseat.

  This would fulfill the replacement request you have submitted.

  Please work with our customer service team to get the replacements sent out to you.

  Thank you,

  Walker Edison