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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
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased the umbrella in Feb of 2023. It was used a few times in the summer of 2023 and once in early May of this year. We then used it on a quiet relaxing Memorial Day, closed it up, no issues.We looked to use it again about a week later and I noticed it wouldnt click shut. I found that was because the inside of the grip handle has a crack.I contacted customer service and they mentioned warranty was up and they couldnt send a free replacement handle as a result. I said thats fine, Im happy to purchase a replacement handle. Their response was that they dont sell individual parts but normally offer free replacement parts but oh no, crazy coincidence, they are out of stock for the crank. I responded, reminding them it was not the crank I needed but the handle. They are out of stock for that item too shockingly. And then reminded me I was past the 60 day warranty, etc.So we paid $500 for an umbrella we used maybe 10 times and can no longer use because of a small crack in a piece that is completely replaceable.Upon reading through further Amazon reviews, where I purchased it, I found that for other consumers too these pieces consistently break after few uses and they dont offer any way to replace them without repurchasing an entire brand new $500 umbrella. The resolution that I am seeking is a replacement handle. If this is not possible, then I would like a full refund of the umbrella. If you stand by the quality of your products, this wouldnt be a common issue and you would offer ability to purchase replacement parts at minimum.
Business response
06/10/2024
Date: 6/10/2024
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 that the handle has cracked on your Best Choice Products 10x10ft 2-Tier Square Outdoor Solar LED Cantilever Patio Umbrella purchased on 2/25/2023. Unfortunately, the handle is not sourced separately from the item. Therefore, we have waived our warranty policy and submitted a full replacement for the umbrella. We dont want to inconvenience you any further by having you return the umbrella you have now. Please allow ***** hours to process and 2-3 days to arrive at the address we have on file. Again,we want to 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
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 13, 2024, I bought a 2-Person Outdoor Canopy Swing Glider Furniture w/ Cushions using a coupon code, which you accepted. Today you cancelled my order for no reason and claimed you were refunding, and yet the money is still gone from my account. The swings are still being sold on your website, so you cancelled my order based on a mistake you made, with absolutely nothing being offered to make things right.Business response
05/20/2024
Date: 5/20/2024
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:
Other (requires explanation)
I think you should honor the original advertised price.What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that the Best Choice Products 2-Person Outdoor Large Convertible Canopy Swing you purchased had been cancelled due to an incorrect discount code and that you were not refunded. We show this purchase was made through PayPal and we have reached out to PayPal and voided the payment. If you have still not received your refund,we kindly ask that you contact: *********************** Number-****************.
If you would like to still purchase the item, we can create a discount code to honor the original price. Again, we want to apologize for any inconvenience this may have caused you.
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
05/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Trying to get replacement foot pegs for the 6volt ride on Motorcycle. They refuse to help without an order number which I dont have. The product/motorcycle has faulty pegs and I need a replacement for a second child. I am willing to purchase the pegs but they will not sell or replace without an order number. I am out of warranty and would not expect a warranty just a replacement at my cost. This is unreasonable customer service for a product that costs this much.Business response
05/14/2024
Date: 5/14/2024
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:
Repair
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that we were unable to provide a resolution to your issue of wanting replacement pegs for your 6 volt ride-on motorcycle. Unfortunately, the pegs of our ride on motorcycles are not sourced separately from the item and currently we are not set up for selling parts to the general public. Secondly, without an order number, we are unable to provide any other resolution. If you are able to locate the order number, please email your order number to ************************************** and we would be happy to look into your issue and get this resolved to your satisfaction as quickly as possible and prove to you that Best Choice Products values their customers and experiences.
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 Specialist
Best Choice ProductsCustomer response
05/16/2024
I already told you I dont have an order number. This is the problem. Its only the foot pegs I need. Not a whole new bike. Shame on you for such poor customer service.Business response
05/21/2024
Date: 5/21/2024
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:
Repair
What Best Choice Products have done to meet your desired resolution:
Were sorry to hear that you were unable to find the order number for the Best Choice Products 6V ************* Battery Powered Ride On Motorcycle and are requesting the foot pegs for the item. Unfortunately, the part you are requesting is not sourced separately from the item. Therefore, we would like to offer you a full item at no cost to you. Please know that we have 6 SKY numbers for the 6 colors offered. We kindly ask you to go to our website bestchoiceproducts.com and select the sky number. Also, if you could please confirm the shipping address, we will then process the request and send out the item. Again, we want to apologize for any inconvenience this may have caused you.
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 Specialist
Best Choice ProductsCustomer response
05/24/2024
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.
Please send SKY-6978 to my home address at ************** KCMO 64153
Regards,
***********************
Initial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a raised garden bed on Amazon from this company and the order was canceled because it said it was refused. They sent the garden bed in a different city hours away. I took the day off work so I could put this garden bed together. All they could offer me was a refund with no explanations. To top it off I cant even reorder it at the same discounted price. I was pretty excited about getting this garden bed but honestly I dont even know if I ever want to order from them again or recommend them to anybody. I have them an opportunity to make it right but they just passed my complaint off to another person.Business response
04/12/2024
Date: 4/12/2024
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:
Discount when buying it again
What Best Choice Products have done to meet your desired resolution:First and foremost, we would like to apologize that you did not receive your Best Choice Products 6x3x2ft Outdoor Metal Raised Garden Bed due to the carrier returning the item to our warehouse. However, we are happy to see that you were fully refunded and are now seeking a discount to repurchase the item.
Since this purchase was made through the Amazon marketplace,we are unable to provide any other concession on your behalf. Please reach out to Amazon customer service to provide you a resolution other than the refund we have already provided. Again, we want to 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
03/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello, I ordered both of these metal raised garden bed products from Amazon and they were poor quality. They appear to have been damaged while shipping as well. The metal is bent and misshapen. I would like to give the seller another opportunity to remedy this and would like to request two replacements of the same product (the same sizes6x3x2 and 8x4x2 and colortaupe). Please see the attached images for further reference of the product and description for the replacement and relevant order information.Business response
03/25/2024
Date: 3/25/2024
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:
Other (requires explanation), Replacement; Refund
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that your Best Choice Products Outdoor Metal Raised Garden Beds arrived damaged. However, we are also elated that we have been able to resolve your issue recently by providing full replacements for the beds on 3/21/2024.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Specialist
Best Choice ProductsInitial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
All I need is a replacement remote. I bought this bed through walmart.com just over a year ago and when I needed a replacement remote I called BCP and was told that if I had purchased it directly through them they could provide me with one but because I purchased it through *******.com I needed to contact them. I did and from there I was ping ponged back and forth between the two companies. ******* saying they don't even have access to replacement parts for the bed to sell me and BCP saying they wont sell me one because I didn't purchase it directly from them. I have been on a three way call with both management representatives trying to figure out a solution and all they could come up with is that I should try and go on line to find a "universal remote" for adjustable beds. I have spent months and have bought three different ones but none of them work. BCP product management team gave me a suggestion of one I could buy and try out but it didn't work either. I bought the adjustable bed because I have a pinched nerve in my neck and when I lay flat it causes me to get migraines. I have been suffering for months trying to get this resolved. I am appalled that BCP will not sell me a remote just because I bought their product through Wal-Mart and not them. This is bad business. I wish I would have seen the reviews on line from people stating " don't buy this bed, because if you loose the remote you can't replace it" Also It looks like others have complained through the BBB about this exact problem and while they made it right for that person to get it off their BBB record they have not fixed the problem within the company. This is bad business! I am not a wealthy person and I live with chronic pain. This experience with BCP has frustrated me more than I can explain. I should have been able to solve this issue with one phone call. Instead I have spent months and countless hours on the phone and one line and still have no resolution. Order #***************Business response
03/12/2024
Date: 3-12-24
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:
Other (requires explanation)
All I need is a replacement remote.What Best Choice Products have done to meet your desired resolution:
First and foremost, we would like to sincerely apologize for your recent experience with our Best Choice Products ********************* Bed Base. We do understand your request to purchase a remote control for the bed base and we have made attempts to assist you with trouble shooting your issue. However, since you purchased directly through ******* and utilized WFS-******* Fulfillment Services, we are not permitted to resolve the issue that you are encountering with our product. Please know that helping you find a resolution is important to us and we want to do all we can to ensure that you are provided with a resolution to your satisfaction. However, we are not permitted by the marketplace where you purchased our product to attempt to resolve your issue. Again, we ask you kindly to reach out directly to ******* Customer Service **************. Also please note we are currently out of stock on the part. 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 Specialist
Best Choice ProductsCustomer response
03/20/2024
Per my original complaint, I have been through the steps of contacting ******** and they are unable to provide me with a replacement remote, because they do not have access to them. If you, the manufacture would provide access to replacement parts to the third parties that are selling your products we wouldnt be in this predicament. Or, if you, the manufacture of this product would provide replacement parts on your website for people to purchase, this problem would not continue to happen. However., As the manufacture you continue failing to provide replacement parts in any way to people who purchase your product. That is bad business.Business response
04/03/2024
Date: 4-10-24
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.
Again, we want to apologize that we are unable to provide you with a resolution regarding your issue. We understand that you are requesting a remote control for the Best Choice Products ********************* Bed Base and ******* has directed you to us to provide the part. As stated before, we are out of stock on this part and since your order was processed directly through WFS-******* Fulfillment Services *******, we are not permitted by our agreement with ******* to provide any other resolution. Again, we ask you kindly to reach out directly to ******* Customer Service **************. Advise them the part is out of stock with the manufacturer, and to provide you with a resolution. 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 SpecialistCustomer response
04/12/2024
If someone were to buy this bed today, they would get a remote with it, so how is it that your company is out of stock? Even if that was the case, if you would provide the part to ******** I would gladly buy it from them. Im baffled why this is such a difficult problem to solve for such a big company.
Sincerely frustrated,*******************************
Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a porch swing in April 2023. After being blown over in the wind the support holding the canopy cracked. I reached out to the company and they refused to sell me another piece or help me in any which way. This is shameful. This should be publicized and all should know about this company. My scathing Amazon review is not enough. We need to work o getting the word out that this company doesn't stand behind its product and their products are not intended to last a full seasonBusiness response
02/13/2024
Date: 2-13-2024
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 that there was an issue with your Best Choice Products 2-Person Outdoor Large Convertible Canopy Swing. However, we are happy to see that we have already resolved your issue. We have already waived our warranty policy and a full replacement is already being processed as of 2/12/2024. Please allow ***** hours for processing the replacement and 2-3 days to arrive.
We appreciate you reaching out to us to resolve this matter. Have a wonderful day.
Sincerely,
Escalation Specialist
Best Choice ProductsCustomer response
02/14/2024
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
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a patio chair set with a matching table from Amazon in Feb 2022. It was listed as an "Amazon's Choice." I bought it in good faith, but It is disintegrating due to very poor quality of materials. We bought it for our entry way and when we travel, we put it away to keep it from weathering. We hardly sat on it and we don't have pets, but it is literally disintegrating right before our eyes.I wrote to Amazon, but they said it is well past the 30-day return limit. They suggested I contact the company directly. I followed their advice, but the company said it is past the 60-day warranty. At the end of their apology message, they bragged about the quality of their products. They recommended I contact Amazon. I am getting the run-around from both companies. I recommended to Amazon that they don't list this product as a "choice" product. I also recommended to Best Choice Products that they look into their quality control.I'm frustrated with their lack of consideration for my hard-earned money as they both say "sorry, your time has run out." The quality is clearly sub par, but nobody wants to make amends. I am guessing they want me to **** it up and leave them continue fleecing the ******** tried to repair the chairs with wicker-like duct tape (purchased from Amazon) but it looks tacky, so the set is hidden away and, as far as I'm concerned useless. I didn't think about taking photos until after I taped the top (which is much worse than the side I did take a photo of) but I am including what pictures I did take. The material crumbles in my hands. The set cost ****** without ** tax, but I included tax I paid plus cost of the duct tape I attempted to repair with.Business response
02/12/2024
Date: 2/12/2024
BBB# ********
Dear *****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal of providing you the best service possible that Best Choice Products is known for. Although you were not provided with a timely resolution to your specific issue, we still 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 Best Choice Products 3-Piece Outdoor Wicker Conversation Patio Bistro Set purchased on 2/14/2022 has started to deteriorate. However, just prior to this complaint,you had stated that you wanted either a refund or replacement. As a one-time courtesy, we waived our warranty policy and provided you with a full replacement on 2/6/2024.
We hope the resolution we provided is acceptable.
We appreciate you reaching out to us to resolve this matter. Have a wonderful day.
Sincerely,
Escalation Specialist
Best Choice ProductsCustomer response
02/12/2024
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,
***************************I do not care to escalate this complaint although I stand by my original assessment of the sub par quality of the product. I will not be putting it on my patio. *********** has sent me another of the same product that I have no idea what to use it for. There is no place in my home for it.
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a split king adjustable bed from Best Choice Products on 6-1-22 for $899.99. I contacted the company to let them know that the remotes for the bed are no longer working or pairing with the beds. They are malfunctioning. The frame itself is still working but will not function without the remotes so basically just a bed frame now. They said there was nothing they could do since its outside of their 60 day warranty period. I asked if I could purchase 2 new remotes and was told they will not sell me the remotes as they do not sell parts. I wouldnt consider a remote replacement to be able to continue use of their product a part. So now I am unable to use the beds as they were meant to be used because I cannot purchase a new remote for the product even though the product is still being made and sold.Business response
01/15/2024
Date: 1/15/2024
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. Although you were not provided with a timely resolution to your specific issue, we still 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 that we were unable to provide you with new remote controls for your Best Choice Products Split ******************** Bed Base. As the agent stated in your conversation that we are currently out of stock on the remote. That being said, we can waive our warranty policy and would like to offer you a full replacement for the bedframe including new remotes. If a full replacement is an acceptable resolution and since this purchase was made on 6/1/2022, please confirm you are still at the address we have on file because we cannot alter or modify the original order. Again, we want to apologize for any inconvenience this may have caused you.
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 Specialist
Best Choice ProductsCustomer response
01/16/2024
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
12/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a Christmas tree on Amazon from BCP and it never arrived. While they claim ***** delivered it, and the tracking shows it was delivered, I was home all day, we have secured package lockers, and no other deliveries have gone missing. When I reported the missing package, they made me deal with BCP directly. BCP made me print out and sign an affidavit, which I did. Still no refund. They continue to move the target in order for me to get my refund. Theyre not giving me my money back. Awful.Business response
01/04/2024
Date: 1/04/2024
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. Although you were not provided with a timely resolution to your specific issue, we still 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 did not receive your Best Choice Products 6ft Pre-Lit Pre-Decorated Holiday Christmas Tree and secondly, we want to thank you for filling out the missing claim form. Please know that we have processed your full refund on 1/04/2024. You can expect your refund to return to your original form of payment within 1-3 business days. Again, we want to 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 Specialist
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.