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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a shelving rack on July 9, 2024 from ****** ******. I got the unit home and discovered a piece had a significant dent out of the box. Phoned Whalen customer support for a replacement part and told the representative I was located in ******. Representative told me they have the part in stock and could send it once they confirmed the damage. Whalen sent me an email and asked that I provide pictures of the damage and my receipt when I had a chance and that they would send a replacement. I replied to the email as requested, shortly thereafter Whalen responded saying they will not ship to ******. Whalen's response was to return the unit to ****** and were unwilling to do anything further. This is not an acceptable resolution or feasible for me given the weight (>200 lbs) and size of the unit (84 inches long) as I do not have ready access to a vehicle to transport the rack and needed to borrow one to make the original purchase. I am requesting that Whalen send the replacement for the damaged part, which they originally said they would.
Business response
07/11/2024
We did he offer the member $40 compensation to keep the unit As-Is which customer denied. The customer can contact us again to discuss the possibility of offering a higher compensation to keep the unit As-Is.Initial Complaint
05/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since January I have been trying to contact you since I bought a ****** 50in Black 3-In-1 ************* Stand and the three glasses came broken and until now I have no responseBusiness response
05/20/2024
1/8/2024 We received an email regarding the 3 glass pieces where broken. We responded with the following information: REPLY TO CUSTOMER- ADVISED TO RETURN TO STORE
EMAIL-
Hello ******,
Thank you for purchasing our Whalen Style product. Unfortunately, we are unable to replace 3 pieces of glass for this model.
Please contact the retailer where unit was purchased, for exchange or refund of this item.
We apologize for any inconvenience and feel free to contact us if you need further assistance.
Best Regards,
*******
Call Center CSR
**********************************************************************************
Telephone: ************ / ************
Fax: ****************
www.whalenfurniture.com
www.lifung.comInitial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Subject: Urgent Safety Concern with Metro 7-piece Dining ********** item ******* To,Baysides Manufacturer,I hope this email finds you well. I am writing to express my deep concern regarding a safety issue with the Metro 7-piece Dining Set that I recently purchased from ******* which is manufactured by your company.Upon installation of the dining set in my home, we encountered problems with stability and leg alignment. While we were able to address these issues initially, a more serious safety concern has arisen during use. Recently, my three-year-old daughter experienced a frightening fall from one of the dining chairs due to a gap between the chair back and the seat. This incident has left us extremely worried about the safety of the dining set, particularly when it comes to the well-being of our children.As a result of this safety issue, we have been forced to restrict the use of the dining chairs, especially for our daughter, which has greatly disrupted our family dining experience. It saddens us deeply that we are unable to gather as a family around the dining table as we had envisioned when purchasing this set.I am reaching out to you with the hope that you will take immediate action to resolve this matter. It is imperative that the safety of your products be ensured, especially when they are intended for family use. I kindly request that you investigate this issue promptly and provide a solution that will allow my family to use the dining set without fear of injury.I appreciate your attention to this urgent matter and look forward to your prompt response and resolution.Business response
05/03/2024
We have spoken to the customer and are working toward resolution.Initial Complaint
12/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a closet system (SMMEMCLS-BR) from ***'s Club on November 10, 2023 for $349.00. One of the pieces was damaged. I completed the contact form on their website to request a replacement piece. I never received a response. I called them instead, and they sent me a replacement piece that was delivered a week later. The part they sent me was not the right part, and it was also damaged. It is now December 2, 2023 and I will need to contact them again to send the right part and wait at least another week for it to be shipped and delivered. This should have been resolved the first time I contacted them.Business response
12/04/2023
Hello ********************* We have your Incident Request #******* and will review the replacement part for quality prior shipping to your address we have on file. In addition, you will receive a new package tracking number to ************************* There is no action needed on your part. If you have any further questions, please call Whalen at ************Customer response
12/04/2023
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
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Horrible quality and no customer service offered. I ordered a piece of furniture that was defective. After spending almost an hour constructing a very large heavy piece, I found a main part was missing hole. The company said I'd need to wait up to 2 weeks to receive a replacement part. It's pretty much the base of an entire TV stand that took 3 people just to get to an elevator. I'd have to spend hours disassembling it or have it sitting in the middle of my floor half completed. *************** that makes no effort to make up for the GARBAGE quality they provide.Business response
11/15/2023
Hello,
Our shipping partners dictate the delivery ETA which in this case was **** business days. Please check your email as a *** tracking number has been assigned to your replacement part order. Thank you.
Initial Complaint
02/23/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We purchased TV Console Table online on 2/10/2023. It was delivered to us on 2/17/2023. When my husband was assembling the console,he noticed that the upper right hand corner of the top panel was damaged . We went on the Whalen website , because the instructions said not to contact OverStock.com.I filled out the customer care information and also sent a couple of emails with pictures. We have heard nothing from the company. Their phone number is no longer in service for customer support . Please advise.Business response
02/24/2023
Tried contacting the customer and had no answer. We received the customer email request for the part needed and replied back on it. We processed an order for the Top Panel with ref# *******,but unfortunately is out of stock. Customer was advised on the email and provided the option to exchange if this does not work for him.Initial Complaint
02/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We purchased a desk made by Whalen and sold by Staples here in ************. We went to Staples who told us to contact the manufacturer. We are missing parts for the desk - specifically the (15) 5/32" x 25mm bolts (qty 4+1 extra). That part of the bag of bolts was just empty. We are trying to contact the company but are not getting any response. We have called the support line and waited for hours on hold, but nobody ever answers. We have emailed them twice but go no response. In looking at the reviews it seems that the only way to get a response is to file a complaint with BBB, so here we are. Their phone support line is only an endless recording loop and their email contact is an un-monitored inbox. It turns out, the BBB is their customer service point of contact. I've attached the receipt.Business response
02/09/2023
On 2/7/2023 an order was processed per her request for replacement parts.Initial Complaint
01/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have an electric fireplace/heater that is malfunctioning. I have followed the instructions in the customer care guide/owners manual to resolve the issue; but this did not help. My complaint is with the customer service, or lack thereof, from **********************, **** I have called and emailed them on several occasions, but have never received a response. I just want to know what to do next to fix the fireplace. Any help in this matter will be appreciated.Business response
01/19/2023
Hi ****, One of our Agents tried reaching out to you today but was unsuccessful. We left a voicemail and replied to your email message. We look forward to assisting you in resolving the issue surrounding the fireplace insert.Customer response
01/26/2023
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
01/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried to contact the company about two broken pieces I received for my chairs and I also emailed the company two weeks ago. They company just has you sit on hold for hours and doesnt respond to emails. I now have 2 out of 6 chairs I cannot return or put together. I need two replacement seats sent to my house.Business response
01/11/2023
Spoke to Customer on 1/10/2023. Order was placed for 2 broken seat boards with ETA 7 to 10 Business days.Initial Complaint
12/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased *************** Fireplace console with white finish from **** advertised by the seller as new on 11/24/2022. We opened the box on 12/4 and was preparing to assemble when we realized one part was missing. The assembly instructions state to not contact the store to contact Whalen for missing parts. I've called several times and also left an email and I cannot get thru to anyone and no response to the email. I paid $205.26 for the item as a Christmas gift for my parents. I feel like I have been scammed. **** us trying to help resolve the situation with the seller, but buyers should really be aware if this company.Business response
12/06/2022
12/6/2022 Order has been placed for Part 1 Part H with ref# ******* ETA **** business days via *** as it was purchased from an unauthorized store.Customer response
12/06/2022
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,
***************************
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.