ComplaintsforCost Plus World Market

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **Case ID:** ******** **Order Number:** #*********** I purchased an outdoor patio set (******* love seat & 2 chairs) that arrived defective with multiple scratches and dirty cushions. It did not appear to be in new condition. Despite promises, customer service hasn't resolved the issue since my purchase on 7/7/2023. It should be noted, Ive incurred additional expenses for a truck rental and assembly. I'm frustrated by the lack of response and the request to cover return costs especially considering the circumstances.

  Business response

  05/02/2024

  Dear ********************,

  As we previously stated, we offered to refund you once you returned the merchandise. You originally stated it arrived dirty and scratched. We confirmed with the store that the item was picked up by a 3rd party delivery service(that you hired) in a box. We also stated that we will not reimburse you for the assembly costs for the #rd party you hired to assemble the items. We have no way to confirm that the damage you reported was not caused by the 3rd party you hired to pick up and assemble the merchandise. 

  Customer response

  05/02/2024

   
  Complaint: 21655419
  
  I am rejecting this response because it has been 10 months since the incident. It's frustrating to see such a dismissive response. This is a clear lack of responsibility on their behalf. The outdoor furniture arrived damaged and defected, not just a few scratches as the World Market representative claims. It is unreasonable to ask me, the customer, to bear the additional cost of shipping and disassembly in order to return the damaged items, especially after already paying for assembly and shipping. It should be noted, that i raised the issue of visible damage on the exterior boxes during the pick-up. However, I was assured that I could contact World Market for a replacement, etc., making it appear as a simple task. That was further from the truth, given that it's been 10 months and no reasonable resolution has been reached.

  
  I would appreciate a resolution that acknowledges the defective product and does not burden me with additional expenses. I should not be responsible for defected/damaged or "less than perfect" ( as World Market claims) products. Furthermore, it should not take 10 months and the involvement of the BBB to get a reasonable resolution. :
  
  Sincerely,
  
  ********************

  Business response

  05/03/2024

  ********************,
  In your original complaint from 4/20/23, you informed us of the damaged item. You also stated that you would not return it and wanted a refund as well. The item left undamaged in a box when it was picked up by the 3rd party that you chose to hire and assemble. At that time, we offered to refund you if you returned it, which you have you have declined. Because the product left our facility in a box and was picked up and assembled by your designated agent, we will not be extending any discounts or refunds for your order.

  Customer response

  05/08/2024

   
  Complaint: 21655419
  

  I respectfully disagree with your assertion that the items could not have been defective. It is unrealistic to expect any manufacture, including World Market, to produce mass products entirely free of defects. To claim there is no possibility of items being packaged without manufacture defects shows a clear lack of accountability on World Market's part. Furthermore, in addition to the items arriving defective, it hasn't even been a year and the furniture is already falling apart and unstable. This further supports my point that the items were defective to begin with. 

  It should be noted that during assembly, the company hired used precaution and assembled the furniture inside the home with protective cloths to avoid any damage. However, the defects found on the furniture throughout the entire set appear to be manufacture defects. I understand slight scratches can be caused by tools, but larger scratches or missing pieces from the wood seem impractical. To deflect and state the sole responsibility is on the customer is unethical & reflects poorly on the business practices of World Market. 

  While World Market offered the opportunity to return the items, it was with the condition that i bear additional cost for shipping and disassembly, which i find unreasonable. I had already paid for shipping and assembly, and asking me to cover additional cost placed a significant financial burden on me as a customer which was communicated to ********************** on several occasions. 

  Lastly, I communicated to ****** on multiple occasions that he was not reading my emails thoroughly to understand and respond to my concerns and requested to speak to someone in management. However, that never occurred, which is why i opted to file a complaint. 

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

  Business response

  05/09/2024

  ********************,

  Your comments were forwarded to upper management and the answer was communicated to you. When we originally offered to arrange pick up and exchange(when it was within our return window) we didn't receive a response. Your response was to inform us that you paid for a truck and assembly. As we stated, we are now outside of our return policy window. 

  Customer response

  05/12/2024

  ******, 
  
  Contrary to your response, I did respond within the return window. However, it took several weeks of unproductive correspondence without a reasonable resolution where it did not involve further expenses & undue hardship. The last correspondence I received from you was on 9/5/23, where I was told that a manager would reach out to me. However, despite my repeated requests to speak to management, my request was not forwarded, as evidenced by the attached communication.
  
  It is important to note that I have consistently sought to resolve this issue in good faith, and I find it concerning that my attempts to escalate the matter to management were not acknowledged or addressed by World Market.
  
  I respectfully request that a member of management from World Market review my claim and acknowledge the miscommunication that has occurred. I remain open to finding a resolution that is satisfactory to both parties.

   

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an item from the website 2 days ago. It said "Arrives as Early as Sunday 4/28" however there was still not shipping/tracking info today so I called. They informed me that if I had clicked another button (a "?") icon, it would have indicated that it takes 5 or so business days to leave the warehouse, then transfers to a shipping company (but they don't know which one) and then can arrive anytime after that. I had no reason to click on the "?" icon as I didn't need it to arrive faster so 4/28 sounded like a good plan. I was having this delivered to an unmonitored house that I am only at a few times a month and can't have a package sitting in the rain or possibly getting stolen for weeks. I asked to cancel the order and they refused. They said they can "try to reroute it back to their warehouse after it ships" and this works "some of the time." The shipping information on the product and ordering/payment website is extremely misleading, especially since there is not option to cancel the order. Now I am stuck waiting an unknown amount of time to see if it arrives, see if it gets rained on or stolen from the driveway, and will have to pay shipping costs to return it if it is damaged, or just lose the money if it is stolen as it will be sitting in the front for weeks. I am very upset about the misleading website that seems to have been purposefully written deceptively as it appears to be shipping fast like amazon/wayfair but in reality does not ship fast. I am also upset that the **************** people were not able to cancel the order which has not yet shipped or offer any resolution that doesn't involve "wait and see what happens."

  Business response

  04/26/2024

  Hello,

  We do apologize for this unfortunate incident. We will be contacting you to confirm if you still want to cancel(as we show that the item is to be delivered tomorrow).

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My initial complaint against Cost Plus World Market was filed with the BBB on 03/28/2024. I received a reply from a Cost Plus World Market Representative on 04/10/2024 stating that they would be issuing me $20 in rewards into my World Market account to serve as a resolution for the issue which prompted me to file my initial complaint. It is now 04/19/2024 and the $20 in rewards has not been issued to my World Market account nor have I received any further responses/replies from anyone in regards to my initial complaint.

  Business response

  04/22/2024

  I can confirm the reward was issued back on 4/2/24 and expires on 6/1/24. Enclosed screenshot from your account under ID # **********

  Best,

   

   

   

   

   

  Customer response

  04/22/2024

   
  Complaint: 21601265
  
  Yes that was the initial award in the amount of $25 that was added to my rewards account. Due to the extent/nature of my initial complaint, I was offered an additional $20 in rewards. I included a screenshot along with my current complaint that shows the last response that I received from a Representative for my initial complaint that stated that I would be receiving an additional $20 in rewards that would be added to my rewards account. 

  Business response

  04/22/2024

  Added and set to expire on 6/21/24. If you're currently logged into the site, please log out and then log back in to make the reward visible. Once you're on the rewards page, click on "View All."
  
  
  

  Customer response

  04/23/2024

  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.
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two items from the World Market location in *********, ** yesterday 03/27/24 which needed to be returned back to the store. I called ahead to confirm that I would be able to return the items. I was told by the Store Manager that I would be able to return them as a Store Credit. I was completely fine with that. The store location is actually on the other side of town from where I live so I had to travel a pretty far distance back to the store in order to return the items. When I arrived at the store for some reason the Store Manager told me that I wasn't actually going to be able to return the items after all. I reiterated what our conversation was about prior to me returning to the store. They just apologized and said that there was nothing they could do. I called **************** and spoke with a **************** Representative over the phone as well as a Supervisor and they both were unable to help me get this situation resolved because they said that they only deal with online purchases. I called the **************** and I was transferred to a woman named ********************************* who is in charge of Sales. Well I spoke to ********************* and my experience with her was far from professional. She wasn't able to help me resolve my issue either and when I was still trying to speak with her about my issue she simply stated "There is nothing else I can do. Have a good day." and rudely hung up the phone on me. She was very condescending, kept cutting me off and showed complete disinterest in helping me. I am completely disgusted by this entire experience because not only did I waste money, time and gas for even driving back on the other side of town to return items that I was told that I would be able to return prior to me returning back to the store but was also met with the most hideous display of unprofessionalism that I've encountered as a customer for any business! I'm just simply asking for assistance to get this situation resolved and to report *********************!

  Business response

  04/02/2024

  Zana,

   

  We do apologize for this unfortunate incident. We have issued a $25 reward to your WM account as a result.

  Customer response

  04/02/2024

   Complaint: 21500874
  

  I sincerely appreciate you for adding the $25 reward to my World Market account which was able to cover the price of the two items that I purchased but I honestly was expecting to be compensated additionally for the time and gas that I spent driving back to the store which is on the other side of town from where I live originally to return the items but was unsuccessful with doing so due to the store manager changing their mind about accepting my return even though they told me over the phone that they would accept it prior to me returning back to the store. I was also expecting to be compensated additionally for the rude and unprofessional service that I received from *********************. The service that I received from her really affected me in an extremely negative way mentally and emotionally for the rest of that day because I'm not used to receiving that sort of treatment from businesses that I patron.

  Business response

  04/10/2024

  Unfortunately, all we can offer is an additional $20 in rewards.

  Customer response

  04/10/2024

   
  Complaint: 21500874
  
  I will accept your offer of adding an additional $20 in rewards to my rewards account. I sincerely appreciate you for offering this to me. After I receive confirmation that the $20 in rewards has been added to my rewards account, then I will move forward with alerting the BBB to conclude/close this case. Please follow up with me after the reward has been added.
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  World Market offers 20% off purchase today if you apply for their credit card, but there is not way to get the discount. I applied for the card, then tried to find out how to get my discount. I called World Market, they referred me to the CC company. I called the CC company, they said approval takes 7-10 days. I called World Market back, they said the CC company should have sent me a code and referred me back to the CC company. I called the CC company and they said they don't do that, discounts were World Markets thing, not theirs. World Markets Q & A Can I use my World Market Credit Card on the same day that I apply?Yes! Upon approval, you will be issued a temporary card number for immediate use which carries a limit of up to $2000 and is only valid for 14 days but can be used to make a World Market purchase. To make a purchase using your temporary card:Of course there is no instant approval, so this is deceptive. There is not a 20% discount for applying for their card. Approval takes 7-14 days. I want World Market to stop this deceptive practice to get people to apply for their card. I expect my 822 credit score to now go down because I applied for credit that I could not use the same day as they advertise.

  Business response

  04/08/2024

  This customer was contacted directly after they submitted some site feedback back on our site on 3/27/24, we responded to the customers concerns on 3/29/24. 

  Customer response

  04/09/2024

  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

  03/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  World Market website states you will receive an annual Birthday coupon/reward. I have not received this in quite some time.I called customer service this morning and spoke with ******** (sp?) and was troubled with my interaction. She confirmed I had not been receiving the annual birthday email coupons/rewards per her system. She confirmed my rewards account was active, but advised I needed to be regularly purchasing items in order for my account to be eligible. I was hoping to make several purchases for my birthday (3/30) but after this interaction with her, I don't believe I will. She was one of the most unhelpful people I've ever experienced in customer service. At one point I actually told her, "I'm sorry I'm bothering you with this phone call." A simple solution would have been to provide me with the coupon as promoted on the website, but instead I was asked "What do you want me to do about this?"

  Business response

  03/25/2024

  Dear *****,

  Thank you for bringing this to our attention. We will be pulling the call and also be issuing you a $25 dollar reward and a birthday reward to your account

  Customer response

  03/25/2024

  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. Thank you for taking the time to respond. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Nov 2022 I bought 5 chairs from World Market for $904.98. The chairs - made of woven seagrass - fell apart by mid-2023. In Sep 2023, I emailed photos of the chairs to World Market & requested a refund. They responded "Kindly provide your order number for the damaged item. Would you like a replacement or refund since it is within 1 -year?" That was 6 months ago. Since then, I have contacted World Market +50 times. I was advised over a dozen times we would receive a refund, not a gift card. World Market supervisors repeatedly agreed a refund needs to be issued. At their request, I've repeatedly provided transaction statements, bank statements, photos. On the week of Feb 8, a supervisor confirmed World Market would retrieve the chairs and issue a refund check. The supervisor stated multiple times I would receive a check, not gift cards. She confirmed the refund check with ****, the head of World Market corporate brand strategy. She said in addition to the refund she would provide a couple hundred dollars in gift cards as an apology. She said the refund check would be issued the day the chairs were picked-up. When the chairs were picked-up on Feb 9, I confirmed it in writing with World Market. However after 2 weeks, our refund still had not arrived. From Feb *****, I emailed World Market 4 times requesting refund status. All I got was pre-canned email responses stating " It may take up to 10 business days for our warehouse to process the return and issue credit". I called World Market and spoke with a supervisor who said "I completely understand your frustration", "it's all you can do - it's like hitting a brick wall" "my hands are tied" "the chairs were already picked-up and we should have issued a refund". She said the head of World Market brand strategy, says we now need to dispute our original charge from Nov 2022 with the credit card company. I still have received nothing from World Market- They took their furniture back and they have my money. Case# ********

  Business response

  03/25/2024

  ****,

  We do apologize for the delay. We are working on processing this refund.

  Customer response

  03/29/2024

   
  Complaint: 21418039

  I reject the response from the business because: World Market is reneging on it's firm commitment to provide a refund in the form of a check. Below is the recent correspondence - additional details attached. 

  Dear Customer, I just heard back from our sales audit team. Since the previous card is no longer valid, we can offer you 2$500 gift cards. Will you accept this offer?

  Dear World Market, Thank you for your response. World Market ************* supervisors repeatedly committed to providing the refund by cutting a check when the chairs were picked-up on February 9. Please see below the references to gift cards in the BBB filing and my last interaction with World Market *************. Thanks, xx

  Dear Customer, Again, we apologize for the incorrect information you received regarding the issuance of a check. Unfortunately, all we can give is the 2 $500 gift cards(that covers the entire purchase) Those cards can can be sent out this week.

  Dear World Market, I appreciate your response.  But it is not reasonable to ask me to accept gift cards in lieu of a refund. The incorrect information provided by World Market's ************* Supervisory Team is a problem that should be addressed by World Market, not the customer. The ********************** ************* Supervisory Team has acknowledged that the return process has failed. It has been 6 months since the return was initiated and 7 weeks since World Market picked-up the defective chairs and committed to providing a refund check, not a gift card. Given this experience and World Market's prior commitments, it is not reasonable to expect a customer to accept gift cards that can exclusively be used to buy more potentially defective World Market products. Best, xx

  Dear Customer, Thank you for your perspective. I completely understand your concern that our supervisor provided incorrect information. That said, our return policy is 60-days and we will guarantee furniture products for 1 year if it is defective. Providing a gift card in an amount in excess of your purchase price, from our perspective, is reasonable. While the incorrect information was provided that does not mean that we are wholly obligated to maintain that incorrect information. World Market is making you whole on the purchase that did not meet your expectations. That is all that we will be able to do to resolve this case. Please provide the address so that we may send the previously mentioned $1000 in Gift Cards

  Dear World Market, Shouldn't World Market customers have a reasonable expectation that World Market will abide by World Market's stated commitments? If World Market ************* supervisors commit to sending a customer a refund check on the day defective items are picked-up, there should be a firm mutual understanding that the check will be issued on that day. It isn't reasonable for World Market to later unilaterally renege on this commitment by providing gift cards in lieu of a check. Best, XX

  Dear Customer, I do understand your frustration. However, the gift card amount of $1000 is more than what you originally paid. Can you send us an address so we can send out the gift cards.

  Dear World Market, Thank you for your response and understanding. It's been extremely frustrating getting World Market to process this return. It's consumed six months of my time. I've worked with dozens of World Market ************* representatives and many ********************** ************* supervisors. If ********************** addressed this return promptly when it was initiated over six months ago, gift cards would have been fine. But this has been a horrible experience and World Market's ************* supervisory team has repeatedly committed to issuing a check. It's not reasonable for World Market to renege on its commitment and then expect me to buy more World Market products. Thanks, XX

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 02/15/24 I placed an order from World Market totaling $104.51, the order included 6 items, most of which were glass or ceramic. I received the order on 02/21, when I picked up the package from my doorstep it outwardly in perfectly fine condition. There was absolutely no damage to the box from the outside, so I brought it into my house to open. Immediately upon opening the package I cut myself on loose broken glass that was lying in big shards at the top of the box. Everything in the box was so improperly packaged that all 6 items were completely broken or damaged in a way they were unusable. Tiny flakes of glass spilled all over my kitchen floor, big shards of glass and ceramic needed to be carefully wrapped back up for disposal, cleanup took me over an hour. It was a terrible experience. After many different attempts at contacting World Market, sending all of the images as proof I had collected, I finally reached a resolution with the company. They were supposed to reship the items still in stock and refund me for the out of stock items. I received a reshipment of some of the items the following week, some of which again came broken and/or missing pieces. I never received my refund. I have tried again to contact this company just to get a refund for the items I never received a reshipment of. I haven't even complained about the second reshipment of damaged items, I just decided to cut my losses and try to end my dealings with this company. But now they are insisting they refunded me, they did not. I have images to prove they shipped me a box of broken glass, the company has seen these images, yet I still have not received my refund for part of my order.

  Business response

  03/12/2024

  So sorry to hear about this. Is this for order # 11034648855? 
  
  

  Customer response

  03/12/2024

   
  Complaint: 21416332
  
  I am rejecting this response because: *************** to the business's request for clarification
  
  Yes, this is in regards to Order No. #*********** placed on 02/15/2024. A partial reshipment for this order was made, the partial replacement order included some damaged items once again. But my main concern is that there has been no refund sent for the 2 items that were not included in the replacement order, and I have not been able to get assistance for this via chat, email, or phone contact with customer service. 
  
  Sincerely,
  
  *************************************

  Business response

  03/12/2024

  It does show that this order was paid for with a World Market Gift Card. I can send you a new gift card for the total amount of the order, as we would not be able to refund a different form of payment, unfortunately. World Market Gift Card ending in 0325. I would just need a confirmed shipping address. 

   

  Customer response

  03/12/2024

   
  Complaint: 21416332
  
  I am rejecting this response because: Discussing details with the business, I will close the case when a refund has been confirmed.
  
  I am fine with receiving a gift card since that is what I originally paid with. The shipping address is the same one in the order. I am happy to confirm via email or phone if there is an email or number you would like me to contact you at, as messages sent through BBB may be posted publicly and I don't want to share the shipping address here. 
  
  Thank you,
  
  *************************************

  Business response

  03/13/2024

  I will send you a direct email to confirm the shipping address.

   

  Customer response

  03/18/2024

  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

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I possess a Cost-Plus/World-Market gift card (balance of $50.74) for which Cost-Plus/World-Market changed the card pin and will not provide me an update allowing me access to the card balance.

  Business response

  03/12/2024

  Sorry to hear about this. Can you please confirm the gift card number. Also, is this a good shipping address:

  ***************************************
  **********, ** 45236

  Best, 

  Customer response

  03/12/2024

   
  Complaint: 21415393
  
  MESSAGE FROM BUSINESS:
  
  Sorry to hear about this.

  Can you please confirm the gift card number. COMPLAINANT RESPONSE IS: *******************
  

  Also, is this a good shipping address: COMPLAINANT RESPONSE IS: YES
  5717 ********************
  **********, ** 45236
   
  

  Business response

  03/13/2024

  I will personally dispatch a new gift card and send it out to you by *****. You can expect to receive it by next week, I will send you a direct email with the tracking information by Monday, 3/18/24. 

   

  Customer response

  03/17/2024

   
  Complaint: 21415393
  
  I am rejecting this response because:

  Given the 5-DAY response deadline being Monday, March 18th, I have no choice but to wait for the final resolution (Fed-Ex arrival) before I will be able to officially sign-off on and accept the current proposal on the table.

  Obviously, proof of this resolution will not be finalized until the time that receipt of the card and card balance verification can be confirmed. 

  Thanks to all parties involved in these communications in order to reach our goal.
  
  Sincerely,
  
  *****************

  Customer response

  04/02/2024

  I have received satisfactory compensation. 

  
  

  Lets rap this up and close it. 

  
  

  Appreciatively yours, 

  *****************;

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning of February I filed a complaint against the World Market because I had received a gift card that has never been used and $50 was put into the card and When I went to use it, the gift card didnt work. So *****, who is a representative of the world market offered to mail me a new gift card. It has been a week and I have yet not received the gift card I was promised. I messaged the person who sent me the email promising me the gift card regarding the issue and I have not received a response back. I feel like this company robs people of their hard working money by using gift cards that do not even work. Theres $50 That has been put into a world market gift ********* doesnt work. I feel this company has robbed me of this money and it is not right to promise someone a replacement and not keep to their promise.

  Business response

  02/27/2024

  Candy,

  Apologies for the delayed response. The individual from World Market who initially contacted you is currently on sick leave, and I'm handling their communications in the interim. I will personally ensure that the promised gift card is issued to you, and I'll include extra funds to make up for the delay. You can anticipate receiving tracking details by 3/4/24 at the latest. For privacy reasons, this information will be sent directly to you. Once again, I apologize for any inconvenience caused by the delayed response.

  Best Regards,

  World Market Corporate Customer Support

  Customer response

  02/27/2024

  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. As long as the business holds to true to their promise and I am to receive the promised gift card no later than 10 business days starting from 03/04/24 to 03/15/24. 
  
  Sincerely,
  
  *********************

*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. ↩