Complaints

This profile includes complaints for Cost Plus World Market's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cost Plus World Market

  101 Clay St Oakland, CA 94607

• 

  World Market

  2410 Walnut St Cary, NC 27511-9212

• 

  Cost Plus World Market

  911 Topsy Ln STE 106 Carson City, NV 89705-8403

• 

  Cost Plus World Market

  1111 W 136th St Kansas City, MO 64145

• 

  Cost Plus World Market

  8657 Villa La Jolla Dr #117 San Diego, CA 92037

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:01/29/2023

  Type:Sales and Advertising 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.

  To make a long story short. I have an email stating that they will refund me $86.25. They have made two refund for the same order of $46.66 and $14.42. That still leaves $25.17 owed. I was told by customer service that the rest of the refund would be issued by 1/26/23 but it has not been and its now the 29th. The customer service is awful. I actually had a representative tell me that I wasnt entitled to have the sales tax refunded and that I just had buyers remorse. I returned everything in the order. A order I placed almost two months ago now. Its a good thing I kept my tracking receipt from the *** because after several weeks went by without any confirmation of my return being sent back to them I contacted them and they acted as though I had not done so even tho I used their return label. I was even told to contact **** to try to locate the package even tho that is not the return mail company they use. Only after I provided the tracking number that showed they package had been delivered back to them weeks ago did they finally accept the truth. I will certainly never order anything from this company again.

  Business Response

  Date: 02/02/2023

  So sorry to hear about this. The $25.17 was now processed and sent back to your Paypal account. 
  
  Best, 

  Customer Answer

  Date: 02/02/2023

  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:01/23/2023

  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 purchased a $100 gift card online for a relative on 12/22/22. The recipient never received the gift card. The card was lost in shipping. Both World Market and Fed Ex have confirmed that the card is lost. I have contacted World Market NUMEROUS times by phone and email about 1) Receiving a refund for the card; or 2) Having a new card sent to the recipient. To date, I have been promised BOTH (but only after I promised to escalate the issue to the BBB, the media, and my attorney), but I have received NEITHER. Every time I inquire about the status of my refund, I am told to wait a few more days. I have been seeking resolution to this matter for A MONTH. No one at World Market is even trying help me. They are simply giving me the runaround. I have the emails and will be glad to forward them. I want the refund or replacement card as promised. There is no valid reason for this delay.

  Business Response

  Date: 02/10/2023

  So sorry to hear about this. A manual refund has now been processed and sent back to a MC ending in 6763. Please allow up to 7 business days to receive funds. 

• Initial Complaint

  Date:01/20/2023

  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.

  During the past week, I have placed 4 separate orders for pick up in store for items that are shown as in stock on the website. However, each of those orders were cancelled despite the items still showing as in stock at the particular store I ordered from. I dont understand why the inventory for the store cant be updated if the items are indeed out of stock, to avoid unnecessary orders.

  Business Response

  Date: 01/27/2023

  So sorry to hear about this. The orders getting canceled due to inventory has been an issue we're working and I am so sorry about that. I realize this effects our customers greatly, and its something we need to improve. I hope in the future you will give us another try. To help make up for this experience a little, I have placed $50.00 worth of rewards on your account, along with a 25% off discount code. These rewards will be valid until 03/28/2023. If you're unable to use them before they expire, please let us know, and we will be happy to reissue them.

  Best, 

  Customer Answer

  Date: 01/27/2023

  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:01/18/2023

  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.

  I placed an order for an item and used AfterPay. The website authorized the AfterPay payment without the orer going through. I have called the customer service line twice to have the issue corrected, but have only been given multiple case numbers and been told to call back. I even received one unhelpful email, and when I replied I did not receive any response. I simply wanted to be sent the item that I was paying for, however I have not been given a straight answer. I do not understand why the issue has not been corrected and why I have not been sent the item that I am paying for. Nor do I understand why the business made a mistake, but I as a customer have to reach out multiple times to have the issue corrected. Since I'm paying for it, I simply want the item I ordered sent to me.

  Business Response

  Date: 01/27/2023

  So sorry to hear about this. Do you have an order number to reference? The last order I am able to find under your email address is from May of 2022, and it was paid for with a **** ending in 1336. 

• Initial Complaint

  Date:01/14/2023

  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 placed 3 separate orders on the website, since it seemed like holiday items could only be picked up in store (based on availability). I took the time to designate the store for pick up based on where the item was available. I was willing to go to multiple locations. After getting confirmation of all 3 orders and pick-** notification emails, I got updates in the subsequent days that items were canceled from my order, because they were out of stock (even though the website still listed them as in stock and available at that store even after I received the email). I then got a notice that part of my separate home delivery order was canceled due to an item being out of stock, even though I then went into the store and found that item. I have long enjoyed going to the World Market store for its collection of products, but ordering from the website was a nightmare. I kept having to call the store to see if my order was there, since 2 of the 3 items for one order were canceled and then I got an email that the order had been picked up, even though I hadn't picked it up. This could have all been avoided if the website did a better job of updating inventory. I don't think ordering from the website is worthwhile, as even new, regular priced items were canceled from my order. Since holiday items are also not eligible for price match, for all the back and forth and trouble, I could've saved myself the trouble and just checked the store stock and gotten the item I ordered for the current sale price. One of the items I got was also dirty and has some threads broken/pulled. I keep getting emails too to purchase items I might be interested in, even though there is clearly no availability anywhere near me and they don't ship. I also went in to get the member discount for 15% off my purchase too, and the cashier gave me the tote with purchase but not the discount.

  Business Response

  Date: 01/27/2023

  So sorry to hear about this. I have provided a 15% credit on both order #'s *********** & 11018843965. Please allow 3-5 business days to receive funds, though it could be sooner. I also put a 25% off reward, plus an additional $25.00 shopper reward on account ID # **********. This reward will be available for use until 03/28/2023. 

  
  Best, 

• Initial Complaint

  Date:01/14/2023

  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.

  Ordered purchased on Dec 25. No order shipped, no tracking number provided, Emailed Jan 5th. Automated acknowledgment of email. No response on the complaint.2nd email was *** 6th sent requesting an update on the order. Automated acknowledgment of request sent back. No response on the complaint or resolution of the order.3rd email sent January 11th requesting a refund. Received the customary automated acknowledgment of request. No response from any of the emails sent, no updated tracking was provided and no ordered received. The website promised order in 2-9 days. that has come and gone.

  Business Response

  Date: 01/26/2023

  So sorry to hear about this. I do see that the majority of the items were on backorder and those items were canceled. For the 2 items that you did pickup from our Farmington location, though you have received these items; I have processed a refund for these as well. Please allow 3-5 business days to receive funds, though it could be sooner. If you decide to give us another chance, I have placed $50.00 worth of shopper rewards on your account. On there you will find one $25.00, one $20.00, and one $5.00 reward. If you wish, these can be combined on a single transaction of a pretax amount of $50.00 or more after discounts. Not valid on alcoholic beverages, gift cards, eGift Cards, delivery surcharges, and shipping fees. One-time use only.

  Best, 

• Initial Complaint

  Date:01/10/2023

  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 ordered a couple of items online on 12/25 and part of my order arrived on 12/31, but I realized that I had been sent the wrong items (ordered 2 of an item and received 2 of a different item instead). I reached out to customer service and was told that they would send me the correct items, but then I received an email on 1/6 saying that the order for the replacement items was canceled because the items are out of stock. At this point I have already been charged for the items back when they were supposed to have shipped (the cancelation email showed the items costing $0 because I'd already paid for them). I reached out again to customer service and explained the situation (it was all part of an email chain that could also easily be referenced) and I just kept getting responses that did not apply to my situation as though the people weren't actually reading my responses. I was fully charged for the items and received the wrong ones and now can't receive a replacement since it it out of stock and they won't refund me because they keep telling me that the "pending charge" will "fall off" of my account. That is not the situation. It's been ridiculous trying to deal with customer service because they just keep giving me some canned response that doesn't apply and not actually reading what I tell them. I just want my money back for items they didn't send me and now can't.

  Business Response

  Date: 01/12/2023

  So sorry to hear about this. I do see a partial credit was already processed on 01/10/23. However, due to how long it took for you to receive resolution, I went ahead and refunded the order in full. So please note you will receive 2 separate refunds, but between the 2, it will equal the entire order amount. 

  Best, 

  Customer Answer

  Date: 01/12/2023

  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:01/09/2023

  Type:Service or Repair 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.

  I ordered an egift card for my daughter for Christmas. The egift card had no barcode so I was confused as to how she will use it. Contact WM and they told me this was no for instore use. I asked for a refund. I was emailed that it was not correct information and that I could use in store. I still wanted a refund because their reviews on gift cards was horrible but I didn't understand how a gift card could go so wrong. I was told my refund was done. I called for status and it wasn't done. I got an email that I needed to call a supervisor and provide my credit card info they accept ********************************** and Discover for refund. Why is this just not going back on original form of payment? Called twice for supervisor, none were available. Was told a supervisor would call me back and no one did. I called again and there was no note that a supervisor was to call me. Finally got a supervisor after calling again and said he processed the refund. Called again and agent said he couldn't find it. Started a new chat and he found the refund being processed and gave me a confirmation number that it was complete and I should have my refund in 3-5 days. It's past that time frame so I send a chat this morning where the agent told me it's processing. At this point, I have done all I can to get them to give me my refund and it's nothing but misinformation everytime I either call or chat with a representative.

• Initial Complaint

  Date:01/05/2023

  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.

  I placed an online order on 25 Dec 2022 for 5 panettoni. All went through fine and I received a confirmation email. Five days later I received another email stating they could not send the order. I complained, and they answered with some nonsense that at least they didn't charge me. I got online to see if there was a way to pick up the items in one of the World Market stores but everywhere I checked (in 2 states) the item was marked as unavailable. Today (5 January 2023) I have an email from World Market asking didn't I want to order the item I had been looking at. I went to the website and again ordered 5 of the items. When I went to check out, I was told I could only order one panettone. I then continued shopping on their website, and although they advertise that there is free shipping for purchases totalling over $49, they would not remove the shipping fee. When I went to check out, they marked the one item I am seeking as unavailable. This is the second year they have pulled this scam.

  Business Response

  Date: 01/25/2023

  So sorry to hear about this. Unfortunately, I am unable to locate any orders in our system that are associated with your email address or first and last name. Can you please forward a screenshot of the order confirmation that you received so we can look further into this. 

  
  Best, 

  Business Response

  Date: 03/10/2023

  I was not able to locate any orders under your first or last name or email address. However, I did a search for orders that contain your phone number, and the only 1 that I am able to locate is for Dr. ******************* this order was canceled and there was no charge for this order since it never shipped and the authorization was released back. I have attached a copy of the canceled invoice for this order. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 18691433
  
  I am rejecting this response because: it is the same nonsense World Market pulls each time I place an order for the panettone, and has nothing to do with my complaint. If anyone would read what I wrote and have written a number of times to World Market, the complaint is they have done this maneuver for years: accept my order, tell me it is in process and then say they have none of the product, and then repeatedly send me emails telling me I should order the item they say they do not have. 

  I have never said they kept my money. Read my complaint. 
  
  
  ***********************/Dr ***************;

  Business Response

  Date: 03/15/2023

  I understand, but based on your complaint stating that we "answered with some nonsense that at least they didn't charge me", I interpreted that we may have charged you. We're working on enhancements to the site and we're relaunching in a few months. If you don't mind sharing your address, I would like to send you a gift. 

   

  Best, 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 18691433
  
  I was writing a reply and almost finished when the response disappeared. Did you receive it and if so how do I add  my final sentence?
  
  ***********************

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 18691433
  
  I am rejecting this response because: for years I have contacted World Market about this problem and they do nothing to improve. I contacted BBB this time because World Market refuses to improve ***************** More relevant is ********************** is not comprehending my complaint. MY POINT IS THAT YEAR AFTER YEAR at Christmas I place an order for six gianduia panettone. World Market accepts my order, confirms my order and they say to expect the order. Several days later World Market emails that they are cancelling my order because they no longer have the panettone. Then for the next ***** days I receive emails from World Market urging me to order the product they told me they do not have. In this digital age, it is wrong of World Market to advertise products they do not have, and worse, to keep urging me to make a purchase of the product they do not have. World Market should within seconds be able to identify digitally their inventory, and if not remove the sold out thumbnail ads from its website, at least mark the sold out items as unavailable instead of baiting customers. While I thank the World Market representative for offering to send me a mystery gift, I believe the only thing that will satisfy me at this point is to promise to send me the six gianduia panettone World Market each year to send and then reneges on their commitment.
  
  
  ***********************

  Business Response

  Date: 03/22/2023

  I understand, but this is why we're relaunching our site which will then change the customer experience. This will prevent these issues from affecting customers in the future. The site will be completely relaunched in late Spring 2023. I wanted to send you something that I think will help make up for this but I would need your shipping address.

   

  Best, 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 18691433
  
  I am rejecting this response because: I doubt their veracity. I have been complaining about this problem for years and nothing has changed.

  If they want to send me something I need to know if it will be sent by ********* or FedEx.
  
  gc/
  ***********************

  Customer Answer

  Date: 03/28/2023

  I remain confused. In my recent email I stated that I was not satisfied with Cost Plus/World Market's answer. The answer is what they have been repeating for years: That they are correcting the problem with the website, the problem being they have various items for sale and then a customer makes a purchase and days later the customer is told the item is unavailable, yet World Market keeps emailing the customer asking to purchase the item that allegedly is out of stock.

  Furthermore, in my last email I asked how large is this mystery gift they are thinking of sending. the size makes a difference as to which address I provide. Is it a coupon or an item? Is it send through **** or *** or FedEx?

  Since I clearly asked these questions in my email sent a few days ago, and since their reply is simply asking for an address and does not answer my questions, I see this as a typical ruse by them to delay facing up to the real question.
  

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair 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.

  12/26/22 went to return a piece of framed art and had thrown the receipt away, art work not opened and the store would not even give me a store credit, really stated frame art must have a receipt, please tell me why art of all items can not be returned. I have shopped at World Market for years and never any issues. Please explain why framed art is different from a plate or a candle.