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:04/11/2025

  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.

  my claim was denied to fix my Onkyo TX-NR7100 av receiver. it was working fine then a weird sound and it stopped working and a burning smell. its clearly a mechanical or electrical issue and according to Extend its covered. But I was denied.

  

  Business Response

  Date: 04/17/2025

  We thank Mr. ***** and are glad we could help him work with the retailer to address his product failure. We look forward to working with him if he needs assistance in the future!

  Customer Answer

  Date: 04/18/2025

  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:04/04/2025

  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.

  I ordered ball joints from ************. I received a package with the top tore open . the post office stamped the product and gave a letter saying in shipping the package was damaged and the product went missing. I have tried filing a complaint with extend **** They keep denying my claim. The woman at extend *** told me I needed to pick option damage product. I said I could not lie . I did not receive product, so not damaged. she told me saying missing product would deny my claim. I said well that's the truth and i don't have proof of damaged product, if your company asks.. she kept me on hold for 13minutes then someone else came on the phone and asked for my number . I told her "I gave it to the other girl multiple times; the new girl told me it wasn't on file. "The new girl said well I should've put it under missing product. I said I tried. she finally said I will file claim on the phone for you. she gave me a email to send the pictures of the damaged envelope with no products. then she said it would take an half hour to hour for them to receive the picture. I don't trust them or believe they will follow through. Then she asked me to stay on the phone for a short survey , I said "okay." They sent me to the survey, it said push 1-5 . 1 being most dissatisfied . so I pushed 1 and the phone person tells you they don't recognize that number. I think this shipping protection company is full of c*** Thank you ****

  

  Business Response

  Date: 04/10/2025

  We thank Mr. ******* for bringing his concerns to our attention and for taking the time to walk us through his experience. Mr. ******** feedback is genuinely appreciated. Were glad we could pay and resolve Mr. ******** claim. If Mr. ******* would like additional assistance please give us a call at ************** - were here to help!

• Initial Complaint

  Date:04/02/2025

  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 pair of Dolce Vita heels and paid an extra fee for the Extend Shipping Protection. The shoes were being shipped to **********, *****. I received texts from ***** saying my package was out for delivery and I was so excited! However when I checked the tracking link they were out for delivery in ****, *****, an hour and a half away. They then texted me sorry we missed you, we will attempt delivery tomorrow even though it wasnt a signature package. The next day the same thing happened. I filed a claim with Extend letting them know what was happening. They not only denied my claim telling me I had to wait 6 days from delivery, but made no effort to help reroute the package on my behalf. I could not get in touch with ****** I waited the period I was told to, and attempted to file the claim again. The website is so glitchy its ridiculous. I emailed customer service stating the tech issues and needing assistance and they told me After reviewing your claim, we need some additional information to proceed.Please visit ************************ to provide the additional contact information requested. There was no correspondence of that. There is also nowhere on the site to receive correspondence so Im unsure how they requested it. I sent them screenshots showing all of my information was present and not missing AND verified at that. They then told me they would need a police report. I am not driving over an hour and a half to do that. This has been ridiculous hassle over a less than $100 purchase. I am trying BBB for help and if not successful I am thinking about filing a fraud complaint with the consumer department and a charge back with my bank. I have seen so many Reddit threads and BBB complaints about this companys shady behavior so now I am very concerned. I hope they make it right.

  

  Business Response

  Date: 04/10/2025

  We thank Ms. ***** for sharing her concerns. Weve reached out to answer any questions and to confirm whats required before the claim can proceed forward. Once received, we will promptly review her claim again and follow up with Ms. ******

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23151828
  
  I am rejecting this response because:

  They are now trying to force me to file a police report even though I live an hour and a half away. I emailed them back to ask them follow-up questions and never received a response. I have provided proof that the item was lost in transit. I asked to speak to a supervisor and have not been contacted. Funny enough, they absolutely left me a voicemail regarding my BBB complaint though they offered no further solution. I will continue to go back and forth with this business until I have exhausted all efforts. It seems that they are only interested in my BBB complaint and NOT in actually helping me. I am considering a complaint with the *********************** and the consumer protection department. I will also be contacting Dolce Vita directly to let them know how their customers are being treated for this shipping insurance as it seems Im not the only one experiencing issues with them.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/18/2025

  Our goal is to support Ms. ***** through the claim process, and apologize if our communication has felt unsatisfactory. We have requested a police report as the shipping carriers website confirms final delivery at the customers residence, which includes a picture of the delivered package.  As soon as we receive the police report, we will promptly process the claim. We appreciate Ms. ****** patience and understanding.

• Initial Complaint

  Date:04/01/2025

  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.

  Purchased $4,000 bed with 3 year extended warranty through Extend company *Submitted claim in December 2024 *Scheduled appointment, repair team canceled 24 hours prior *Scheduled second appointment, first available 1 month later and repair team canceled 24 hours prior *Scheduled third appointment, technician came to my house and spent 10 minutes there; told my husband bed cannot be repaired *Extend forcing me to schedule fourth appointment, first available 3+ weeks later; repair team did not confirm appointment and did not show up to my house *Multiple complaints received by Extend, they continue to tell me that I need to give the warranty team a chance to fix the bed and schedule a 5th appointment *Have asked them multiple times to take the bed back for refund as Extend team has taken more than reasonable time to uphold their end I have receipts of cancelations and communication. Purchased bed through ******* Living.

  

  Business Response

  Date: 04/10/2025

  We thank Ms. ***** for sharing her feedback and we are sorry for the frustration she experienced. Extend takes feedback seriously and is using Ms. ***** comments to improve our service moving forward. We have connected with Ms. ***** to confirm the path forward. We thank Ms. ***** for trusting us to care for her claim, we will continue to stay close to this matter.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23147631
  
  I am rejecting this response because:

  As stated in the originally complaint, I do not think it is reasonable to expect customers to wait over 4 months to have service repairs completed. I submitted my initial complaint in December 2024 and have still not had the cla completed as of 4/10/2025.  I have had 4 appointments, 3 of which were canceled by the repair contractor at the last minute.
  

  As evidenced by the photos above, there is a longitudinal fissure extending from the headboard to the footboard. Without a doubt, the damage has become more extensive and clearly represents defects at the foundation  level. I am truly unsure of how Extend anticipates repairing this sidewall when, in my opinion, it requires replacement at minimum to preserve the structural integrity of the item. 

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

  

  Business Response

  Date: 04/17/2025

  We thank Ms. ***** again for sharing her experience and thank her for the additional information. We have spoken with Ms. ***** and resolved her claim to her satisfaction. We welcome Ms. ***** to reach out to us at ************** if anything is needed in the future.

  Customer Answer

  Date: 04/19/2025

  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:03/31/2025

  Type:Customer Service 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 have an issue with my Extend protection plan for order *****-********. The website asked me to upload a police report but it always displayed "error occurred" message and did not allow me to continue, even changing image formats and browsers did not help. Because of this my shipping protection claims were denied. The support agents couldn't help me. I also have an official **** document showing that the package with tracking number ********************** was not delivered to my address which is ***** * ***** *** ******** ** *****. I'm requesting another review of my claim with all the evidence that I submitted.

  

  Business Response

  Date: 04/10/2025

  We thank Mr. W******* for sharing his feedback. We have reviewed the additional information provided and have  approved the claim and issued payment to Mr. W*******. We have reached out to Mr. W******* to ensure his satisfaction. and offer any further assistance. Should he require additional support, we encourage him to contact us at  ***** ******** - we’re here to help!

  Customer Answer

  Date: 04/10/2025

  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,
  
  Kyle W*******

• Initial Complaint

  Date:03/22/2025

  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.

  I called Extend's customer service on 3/11/2025 at ****** EST requesting a full cancellation and refund of the protection plans for 2 pieces of furniture from Ashley ********** I was assured that the plans would be cancelled and refunded to my original payment method (****** credit card through *************). I have yet to receive any refund or confirmation from the business and instead the policies are still marked as "Active" on their website, with no further options.

  

  Business Response

  Date: 03/26/2025

  We appreciate Mr. ****** taking the time to reach out to us. We are pleased that we were able to assist with the cancellation of the contracts and ensure a full refund was issued.

• Initial Complaint

  Date:03/04/2025

  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 bed and a bedroom set from bed bath beyond, both of them arrived in bad conditions, I tried filing a claim with the courier (Ceva logistics) but they dont have a phone number I can contact and this was confirmed both by bed bath and beyond and by **** offices, my claims were both denied saying the damage isnt covered but it happened in shipping so im not sure whats going on, also received an email saying my contracts were cancelled due to suspected fraud, not sure how that even makes sense considering its bed bath and beyond who told me 5 times to contact extend to get assistance

  

  Business Response

  Date: 03/14/2025

  Thank you Mr. ************** We have refunded you for your two shipping protection contracts.  We have confirmed your refund has been processed and sent to your email.  If you need further assistance please do not hesitate to call us at **************.

• Initial Complaint

  Date:02/21/2025

  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.

  Start Date of issue 1/13/2025 Money Paid: $100 though nectar mattress when we bought our mattress and wanted the extended coverage. Committed to providing reimbursement for a new mattress. We filed a complaint over a month ago and it has taken many calls and hounding to get the point where they tried to issue a credit but their system does not allow us to redeem it. I have spoked with over 5 people and 1 manager so far this week to get this whole thing resolved only to have them say we will call you back or put in a ticket which essentially gets routed as a new case. We would like assistance just getting this case closed.

  

  Business Response

  Date: 02/28/2025

  We thank Mr. ****** for sharing his feedback and genuinely apologize for the frustration he experienced in the process. We are glad we could resolve his issue.

  Customer Answer

  Date: 03/01/2025

  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:02/15/2025

  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 wanted to submit a claim for my order from Revolution parts with contract id ************************************ but my Extend account says "no orders found". I tried to contact support by phone or email but they didn't solve my issue.

  

  Business Response

  Date: 02/24/2025

  We thank Mr. ******** for sharing his feedback. Our team has connected with Mr. ******** to process his claim and confirm fulfillment is complete. If Mr. ******** would like additional assistance, were happy to help and may be reached at ********************************** or **************.

• Initial Complaint

  Date:02/11/2025

  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 purchased some ski poles & purchased the protection plan through Extend. The ski poles bent within 2 ski trips from normal use. I didn't crash & land on the ski poles or anything, again just normal use. I filed a claim through the Extend website. My order was found once I logged into the Extend *********** began filing my protection plan claim. The claim was submitted & it said it would be under review. The next day I logged into the website to see the status of the claim & found that the claim was denied. I emailed customer support because there was no reason provided for the claim. Customer support emailed me back & explained that no photos were provided & that is the reason the claim was denied. I was confused by this because there wasn't any request for photos, & to my recollection nowhere to attach photos during the claim process. I was told to simply file a new claim & provide photos. I again filed a new claim, & again there was no place available on the claim portal to attach photos. Instantly the claim was denied. I again emailed customer support, & again was told denial was because of no photos, and to file again & attach photos. This repeated 4 times & each time, there was nowhere to attach photos. In one of my emails to customer service, I attached a photo of the bent ski pole to my email & asked if they could reopen the claim & attach the photos on their end, & was told by Extend that once claims are denied & closed, that they cannot reopen the claim & was again advised to file a new claim with photos. I had 4 adult members of my family walk through the claim filing process to double check that I wasn't missing the photo attachment option, & none of them could see a place where photos could be attached. **************** isn't helpful at all, & the website is inadequate. I feel like I paid for a protection plan that is of absolute no use. I would like my claim to be accepted & the ski poles replaced.

  

  Business Response

  Date: 02/20/2025

  We thank Ms. ****** for sharing her feedback and genuinely apologize for the frustration she experienced. We take feedback seriously and are using Ms. ******* comments to improve our service moving forward. We have connected with Ms. ****** to resolve her claim and to ensure her satisfaction. We thank Ms. ****** for trusting us to care for her claim.

  Customer Answer

  Date: 02/20/2025

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