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Complaint Details
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Initial Complaint
09/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In November 2021, I purchased a ******* 75 inch ** and Whalen glass top stand from Best Buy. The stand was easy to assemble and there were no issues until June, 2022. I fell asleep in my great room after returning from a trip. At about midnight, I awoke to a loud explosion. The tempered glass on the top shelve shattered into thousands of pieces causing the ** set to fall to the ground. There were tiny pieces of glass every where, not to mention how frightening this was. There were also numerous scratches and nicks to my Brazilian cherry hardwood flooring, in the great room. I reported the claim to Whalen. They immediately told me they would reimburse me for the ** and stand. I then asked about the damage to the flooring and I was asked to send pictures and an estimate. I was also told to provide proof of purchase of the ** and stand from Best Buy. All of this was forwarded to Whalen. In addition, I sent photographs of the shattered Whalen stand, the damaged ** and multiple pictures of the flooring. I hired ******** Flooring to do the repairs as they were the only company recommended by two reputable flooring companies in ***********. After going back and forth, we finally agreed to a settlement of approximately $3,480.00 to cover the **, ** stand and 50% of the repairs to the wooden floors. I agreed to this as the company would not agree to pay for the actual repairs even though no explanation was given. I was told it would take four to six weeks to get my reimbursement check. I called yesterday to follow up as I never received the check. Another person at Whalen told me that upper management changed their mind and would not pay anything for the damaged flooring. I was never told this and advised the person I was originally dealing with that I would be filing a complaint with the BBB. If not satisfactory, I will proceed to Small Claims Court as a final option. I have all the documentation and emails from Whalen confirming our settlement, etc.
Business response
10/03/2022
Based on the information provided by the customer, ********************** will compensate for damages caused to the ** and ** Stand. In order to initiate the compensation process, the customer can call ********************** at ************.Customer response
10/04/2022
Whalen Furniture did not make an offer following my BBB complaint. Approximately 7 weeks ago, their representative accepted my counter offer regarding the damage to my wooden floors. I offered to settle my claim for 50% of the damage to the wooden floors bringing the total settlement offer to about $3,500. The Whalen representative I was dealing with said she heard back from upper management and my counter offer was accepted. I was told it could take six weeks to get the settlement check. Nothing came in this time frame so I contacted Whalen and was simply told they changed their mind and would not offer any money for the wooden floors; just reimbursement for the ** and ** stand. Their agreement to accept my counter-offer is in writing (email form) and is clearly a breach of contract. I will be filing small claims court in ************ where small claims actions are heard for incidents that take place in ***********, **. I will be seeking reimbursement for the full amount of the wooden floors, the Samsung ** and ** stand in Small Claims Court. My total claim will be slightly over $5,000.Business response
03/02/2023
This complaint has been settled with ******************** and Whalen.Customer response
03/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i had bought a ****** Media Fireplace Console online from ******* and put it together and turned it on and no heat came on, then we waited over on hour still no heat when we tried to turn it off it would not turn off we had to unplug it, we were told not to return to *******,it is on there use and care guide if you have any questions regarding the use of the unit or find that your fireplace/heater unit needs service please do not return to the store where you purchased it, Instead please contact our *************************** and have all your info ready so I did that was in January and they keep giving me so many stories and half the time I cant get anyone on the phone now they tell me I have to wait 14 weeks for a replacement part and I ALREADY PAID FOR THIS THING IN jANUARY .Business response
03/29/2022
We have followed up with member per the email attached advising replacement is scheduled to be delivered today.Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
bought awhalen fireplace from menards it is missing parts there are no others located in my area menards wont take it back i have to go through the manufacture who all you get is voice mails and they dont call you back then they say they dont have any parts with customer service cant talk to anyone else you leave a message and nothing model # mnfp60pv26bkBusiness response
12/09/2021
I have left a VM with member and followed up via email to ***************** for more information as to how we can assist.
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.