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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a $700 patio sectional from Best Choice Products in May 2021. This set has been kept in a weather-protected sunroom since then. This month, I attempted to remove the cushion covers to wash them. Inside, the waterproof liners had disintegrated, releasing thousands of fine chalky material particles, which irritated my skin and were easily inhaled. This issue affects every single cushion in the set. I cannot disassemble or wash them as a result. I reached out to the brand to request information about the material composition because I no longer have the tags attached to the cushions. Best Choice Products did not provide any materials information. They simply said: "Per our product expert, we just received such an issue with the sofa. Moreover, to provide assurance, a PROP 65 warning is(not) to be found on item or manual, shouldn't be a concern. You have the choice to not use the sofa set if you are uncomfortable with it producing chalky dust."When I requested replacement cushions or a refund, they refused as it's outside of the 60-day warranty. I understand this is their policy, but I am extremely concerned about the material quality of these products. I've never seen any fabric behave in this way and still don't know what I inhaled.
Business response
09/10/2024
Date: 9/10/2024
BBB# ********
Dear ****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
First and foremost, we want to apologize that the material inside the cushions for your Best Choice Products Outdoor Rope Woven Sofa Patio Furniture has deteriorated. Since this purchase was made on 5/24/2021, it is well beyond our warranty. We would like to resolve this issue by waving our warranty policy and offering a 50% partial refund. This refund will be processed through *************** since we can no longer process the refund via Amazon due to the time lapse from purchase. Simply respond to this email if this is an acceptable resolution and we will then provide further instructions on the refund process. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
09/11/2024
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
09/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Best Choice Products 7-Piece Outdoor Modular Patio Conversation Wicker Sectional Set on April 15, 2024. Not even five months later, every cushion has black mildew all over it. I've tried washing the covers. This set sits on a screened in porch. I contacted BCP today (9/5/24). They told me to contact Target, who I originally purchased it from. Target told me to contact BCP. BCP says that since it is outside their sixty day window, there is nothing that can be done. I have pictures of the furniture and chat. BCP promises customers the following according to their website:BCP follows three foundational pillars to success:Products We develop and build top-rated products that meet our standard of excellence.Customers Our product experts elevate everything from style, function, and customer support.Value ****************** is what we do best, shopping is always direct from us to you!Their product and customer support is subar. I would like a partial refund to purchase new cushions elsewhere since they are unwilling to send me new ones. As a teacher with five children at home, I don't have money to throw away. I paid a lot for this set because I thought it was going to be good quality furniture. Not even six months, it's useless unless my family sits on it cushionless.Business response
09/10/2024
Date: 9/10/2024
BBB# ********
Dear Rose,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
First and foremost, we want to apologize that your Best Choice Products 7-Piece Outdoor Modular Patio Conversation Furniture set purchased on 4/15/2024 has black mildew all over it. We understand you are seeking a partial refund to purchase the cushions on the open market. Although we have already offered you a 30% discount towards the purchase of a new patio set, we would like to offer you a $190.00 partial refund via *************** since this purchase was made through Target and we do not have your payment information for security purposes. Simply respond to this email if this is an acceptable resolution and we will then provide the details on processing the refund through ***************. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
09/11/2024
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
08/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received the companys product as a gift. I did not have the order number, however, I shared the box and shipping labels as I didnt have the rest. I wanted to share that a key piece to the product (a support leg) was missing from the box and I needed the part to complete the build of the product. I shared that it was a gift and I wasnt able to obtain the original order number but I was willing to buy the part since I couldnt provide that. I was told Id have to purchase a whole new product because they werent able to locate the order and they do not sell spare parts. The product is useless without this back support leg and Im now stuck with this chair I cant use and have no option to obtain the missing part.Business response
08/29/2024
Date: 8/29/2024
BBB# ********
Dear *******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
I would like the back support leg sent to me so I can finish the build of the product
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you received the Best Choice Products Hanging Curved Chaise Lounge Chair as a gift and is missing the support legs. Since this was a gift, please know that we cannot provide a resolution without the order# or the name of the original purchaser to verify shipping address and if a refund has already been processed for the order. The images you provided did not show the shipping label which would have the order number.
Secondly, unfortunately our systems are not set up to sell items or parts to the general public.
If you could please provide an image of the shipping label or Order# or Name of Purchaser, we could then verify the order and provide a resolution to your satisfaction.
We will wait for your response to proceed.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
07/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a Patio Umbrella from BC through Amazon. Umbrella was received April 10th. 2 months ago I came home to find my Umbrella was on the Ground. Upon examining what had happened I noticed that the Pin that holds the lift bar in place with the lift cup had fallen out. When trying to fix it I noticed the top plastic piece on top of the pole that supports the umbrella was bent and Umbrella was leaning to the side. I reached out to the company via the web site a week went by no response ( I also posted a review on Amazon). A week later I sent another response & posted another review on Amazon. Again another week goes by and no response. I contacted Amazon and filed a complaint. Amazon sent BC a message and that was when someone contacted me. The Rep told me that the Umbrella did not have pins. I then sent the Rep pictures of the location of the pin on the lift bar. It seems Reps dont know the dynamics of the Umbrella. I also sent the picture of the top connector that was bent making the Umbrella lean all the way over. Finally they sent me a replacement. The Replacement was received about 3 weeks ago. Setting it up was fine, everything looked good. A few components were a bit different from the original which made me realize that the original umbrella was not made correctly as parts were missing. Which I sent the Company an email telling them of what I found and how they need to have a better quality control over there products. Well, last week I noticed my Umbrella was not how I left it straight, the umbrella had leaned all the way over to the right. When checking it out, I noticed that the top piece that hold umbrella connected to the pole had bent to the right side, again as it did with the 1st 1. I sent an email from the emails that was sent to my by the company to complain asking for a refund. The rep that responded asked me about the base. I sent them a pic of base which is the right one. Response was warranty has ended and they would not issue a refund.Business response
07/26/2024
Date: 7/26/2024
BBB# ********
Dear ****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you have experienced issues with your Best Choice Products 10ft Offset Hanging Outdoor Market Patio Umbrella and the replacement that we issued. However, we are happy to see that a refund has already been issued for your umbrella on 7/26/2024.You can expect your full refund to return to your original form of payment within 1-3 business days, Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
07/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Umbrella purchased on 6/8/24. Umbrella snaps in half on 7/16/24 which is 38 days later. Ive reached out to the company twice and they continue to provide a generic email response saying my warranty is not within the 60 day window, which it is. I would a full refund or a replacement umbrella sent.Business response
07/19/2024
Date: 7/19/2024
BBB# ********
Dear ******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Replacement
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize for the incorrect responses you received from our automated system regarding your purchase being out of warranty. However, we are happy to see that you have been working with our customer service team and we are providing you with a full replacement for your Best Choice Products 10x10ft 2-Tier Square Outdoor Solar LED Cantilever Patio Umbrella. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed an order through Amazon and received damaged parts. Asked for a return and was sent one label to return through **** My order had 2 large boxes so *** needed two labels 1 of 2 and 2 of 2. Company doesnt respond. Have tried several times to contact them but only get questions for which *** already answered and no resolution. I want to return and get refunded but they are stalling. I had placed a 2nd order for the same thing, hoping to get undamaged items and received yet more damaged items. This time they provided a return label where I have to pay to return them. They will only respond with more questions every few days and you cannot talk to anyone. Again, I just want to return these damaged goods and get a refund. Im in almost $600 at this point and they are not responding or rectifying this request. No way to call them or chat or anything other than email.Business response
07/17/2024
Date: 7/17/2024
BBB 21973532
Dear *******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize for the delay in providing you with assistance regarding your issue regarding your 2 orders for the Best Choice Products Set of 2 Outdoor Swivel Bar Stools. Secondly, for the confusion regarding the return labels that were provided to you by Amazon.
However, we are happy to see that you have been in contact with our customer service and we were able to provide you with the resolution you desired. Please know that both orders have been fully refunded. Your second order# ***-7757367-7881854 refund was processed today 7/17/2024 and you can expect your full refund to return to your original form of payment within 1-3 business days. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
07/28/2024
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
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
May 8, 2024 I responded to an add that appeared on Facebook....Clearance....Having Curved Chaise Lounge $29.99 ea. From *** . I ordered two. Got a receipt for order, after 2 weeks I asked for a tracking number, then I started receiving emails saying an item I ordered had an incomplete address and wanted to whisk me to a private site to give than .75 from a secure account. I called BS and said REFUND, then told them I would contact BBB, they said it's on it's way...excuse after excuse....I just want a refund and it to be noted they are SCAMMERS.Business response
07/12/2024
Date: 7/12/2024
BBB# ********
Dear *****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
What Best Choice Products have done to meet your desired resolution:
We have reviewed the order information you have provided to us, and we sincerely apologize for your recent experience. However, upon further investigation It appears your purchase was not sold to you by Best Choice Products and the contact email address ********************* is not associated with our company. We regret to inform you that we are unable to provide you assistance for an item that was purchased from an unauthorized third party. We recommend that you immediately file a chargeback with your financial institution to recover the cost of this purchase.
We would like to thank you for bringing this unauthorized seller posing as Best Choice Products to our attention so that we can take action internally. For future purchases please reach out to us directly at ****************************************** and we would be happy to provide you with a discount on a future purchase for this unfortunate experience and moving forward please utilize our direct website bestchoicproducts.com to confirm any current accurate sales of our products. Again, we do apologize for any inconvenience this may have caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
06/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a product of Best Choice Brand which was pasta sauce flavored with meat, I went to utilize the product and found a course strand of human hair in the sauce. Ive tried to contact them via on their website through their customer complaint form . However Im never informed it submitted after I click the submit button,it stays on the same page. I still have proof of the hair I retrieved from the sauce as well as photos and the spaghetti sauce bottle.Business response
07/01/2024
Date: 7/1/2024
BBB# ********
Dear ******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Contact by the business
What Best Choice Products have done to meet your desired resolution:
First and foremost, were sorry to hear that you found a human hair in your Best Choice Brand pasta sauce. Please know that this complaint was intended for another company. Here at Best Choice Products,we do not sell any foods. We are an e-commerce retailer that sells home and garden items along with toys and seasonal products. We hope you get your issue resolved with Best Choice Brands.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
06/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Best choice delivered a table I ordered to the wrong address and the delivery photo proves it. They ignored my requests for a refund and said tough luck. They didn't attempt to resolve the issue at all. Instead they said it was my fault for not going to find it at some random address I don't even know of.Business response
06/19/2024
Date: 6/19/2024
BBB# ********
Dear Lanel,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for, and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that your order was delivered to the wrong address. Secondly, for your experience with our customer service. Unfortunately, we cannot locate your order with the information you have provided. If you could kindly respond with an order number or the name of the purchaser on the original order and which marketplace you purchased our product from, we will happily provide you with a resolution to your satisfaction.
We will wait for your response to proceed.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
06/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a 5-Piece Wooden Mid-Century Modern Dining Set w/ 4 Chairs, Padded *********** (in Cream/Walnut) from Best Choice Products on 6/3/24. Their website advertises 3-5 day shipping. It's now 6/13/24, I received an order confirmation, and have had no update on anything since.The product was $361.18 total and my order number was *******. I emailed them on 6/11/24 asking for a status on shipping or any kind of communication. I also opted into their website 'support chat' which wasn't able to give me any kind of update or resolution, and told me my order had been escalated. It's now 6/13/24 and I still haven't received any update from the escalation team. I've also sent a follow-up email and haven't heard back on that yet either.Based off further reviews on the internet, it appears that this is a very common thing for this business and they have one of the worst reputations for customer support I have ever witnessed - and can confirm, after experiencing rude and unhelpful behavior as well. I would really just like a tracking number for my order and I don't understand how that's so hard. It's highly disappointing as I bought this furniture for my first house and was so excited, just to end up with this experience..Business response
06/19/2024
Date: 6/19/2024
BBB# ********
Dear *******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for, and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Delivery
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that your order was not fulfilled for the Best Choice Products 5-Piece Compact Wooden Mid-Century Modern Dining Set due to a system error. However, we are happy to see that we have been in contact with you regarding this issue and a full refund has been processed. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice Products
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Get a QuoteCustomer Complaints Summary
84 total complaints in the last 3 years.
26 complaints closed in the last 12 months.