Complaints

This profile includes complaints for Ballard Designs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ballard Designs

  1235 Chattahoochee Ave NW Atlanta, GA 30318-3648

• 

  Ballard Designs

  1475 Holcomb Bridge Rd Roswell, GA 30076-2139

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:11/18/2023

  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.

  Ordered 4 chairs only 3 showed up. Called 5 times keep getting the same response that they are working on it. They tell me when they are calling me back. Example will call in 1 day 2 days or a week. No calls. I have to constantly follow up and nothing gets resolved.

  Business Response

  Date: 12/07/2023

  After reviewing the customer's, we will reach out with a resolution. 

• Initial Complaint

  Date:07/13/2023

  Type:Sales and Advertising 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 quilt from Ballard design in September 2021. Shortly after, it started falling apart. I reached out to Ballard to let them know about the issue in March 2023 once the issue had worsened. They proceeded to issue a credit for $127.60 after I sent photos to a closed credit card without my permission. Ive been emailing and calling them ever since trying to get it resolved and they sometimes say the check is in the mail and other times say its not possible to retrieve the funds. I am so exhausted by the run around and want a check so that I can purchase new bedding.

  Business Response

  Date: 07/26/2023

  We've reviewed the customer concerns and we will reach out to address the issue. 

• Initial Complaint

  Date:06/07/2023

  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.

  3 Lemans counter stools purchased from Ballard Designs in July 2017, order #x472404410015 with rush seats at $299 each. The rush seats are now cracking/splintering/catching on our clothing. Letter was sent to Ballard Designs (and photos) requesting the seats be replaced as this damage should not be happening to a $299 stool that is still advertised and listed in their catalog. Ballard Designs response states they stand behind their products, but only for a 1 year warranty. Very deceptive as the stools start falling apart after the warranty year.

  Business Response

  Date: 06/21/2023

  We reviewed the customer concerns and we'll reach out to customer on a resolution. 

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Placed order for the Geneva Bookcase on Feb 28, 2023. Received the first bookcase on March 13th using Ballard's "white glove" service by *************. The delivery guys unpacked the bookcase and found some of the finish missing and black smears in other parts of the finish. They had me contact customer service and arrange for an exchange. (I had a painter on site who offered to repaint the bookcase, but Ballard's offered discount for the item did not cover the cost to repaint it. We proceeded with the exchange.) The second bookcase arrive on April 4th. Again the delivery guys found the bookcase damaged (a crack on one of the legs). A credit was requested. The poor quality of this product was no longer in doubt. ************* took them both on April 4th and provided me with both RA numbers. I was told the credit would be issued when the bookcases reached the warehouse. With no communication I called several times and found out that on April 10th at the direction of Ballard Design's the bookcases were picked up by an unknown carrier and on or before April 20 the bookcases were delivered to an unknown warehouse. Again I called and was told at least one of the bookcases had been received and the credit would be issued in 5 business days. Six business days later, I called and was told that it would be 10 business days after Ballard's return department reviewed them, but that the customer service person was going to send an email and request the credit be processed. REALLY!! Ballard Design's own delivery guys flagged the bookcases as damaged and took them back. Why can't I get written communication that the "return department" has the bookcases and the amount of credit due. More importantly - why are they holding up the credit at all? I want a full credit for the bookcase, tax and shipping applied to my credit card immediately. AND an apology for the defective product and sloppy customer service wouldn't be a bad idea either. SIGNED DISGUSTED

  Business Response

  Date: 05/09/2023

  We've reviewed the customer's concerns and we'll reach out with an apology. The refund was done on April 28, 2023. 

  Customer Answer

  Date: 05/10/2023

  Ballard issued credit for the bookcase and tax but short the shipping charges on the date they received the BBB complaint, April 28, 2023.  Called Ballard for a 5th time and demand a refund of the shipping.  That refund was finally provided until May 1,2023.  On May 8, 2023 I received an email from Ballard with an apology.  It included a discount certificate for $100.  That was nice except the certificate expired on the same day, May 8th.  The certificate info in the email did not include any identifying information that allowed it to be applied.  The more formal certificate showed up in my email on May 10, 2023, two days after it expired.  This company is dishonest and incompetent.  I will have no further business with them.
  

  Business Response

  Date: 05/11/2023

  I've reached out to the customer and informed her that the gift certificate expires on May 8, **** and sent her a screenshot of GC number and expiration date. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19991717
  
  I am rejecting this response because:  The original gift certificate expired on the date issued.  The company is correcting this additional error and making it look like I (the customer) was in error.  Not true.  

  How many customer service mistakes can this company make in one transaction.  It is laughable at this point.  I do not want to spend anymore time on this issue.  I will stay away from Ballard Designs and make sure everyone I know does the same.

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

• Initial Complaint

  Date:03/30/2023

  Type:Product 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.

  The upholstered bench with Performance Upgrade Fabric arrived with a noticeable flaw. Phone conversations and various emails starting on 11/22 are attached.As of 3/23 Ballards is claiming that no notification of desired replacement has been received.Ballard Designs Order Number: T4849706 Items Purchases:PRODUCT NAME: ******* CORNER W 2 36 INCH BENCHES COM BLACK LEGS / UB070 COM BLK ***Item Non-Returnable***QUANTITY SHIPPED: 1 SHIP METHOD: Truck SHIP STATUS: SHIPPED TRACKING NUMBER(S):Purchased the upgrade of Performance Fabric Order Subtotal:$2,683.45 Shipping:$118.00 Tax:$223.88 Total:$3,025.33 ******************* **************

  Business Response

  Date: 04/12/2023

  We've reviewed the customer concerns and we've reached out to the customer. A replacement order has been set-up for the damaged item. 

  Customer Answer

  Date: 04/12/2023

   
  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:02/26/2023

  Type:Sales and Advertising 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.

  On November 3, 2022 I purchased a sideboard ORDER NUMBER:T5339120 with an expected delivery between 12/05/2022 - 12/12/2022. As I watched the tracking information, I saw that the item had not been shipped out as expected. On December 7th, ********, a customer service rep apologized for the delay and wrote that I would receive a shipping credit after the item had shipped. Again, I contacted Ballard Designs on December 28th inquiring about the expected shipping date. I finally received the item the 2nd week of January. On January 30th I contacted Ballard Designs inquiring about the shipping credit. Patches, a customer service rep, stated that I should receive a credit in 3-5 business days. It is February 26th and I have yet to receive the credit. The furniture purchased was intended for the holidays. It was not delivered as expected. I made concessions based on the promise of a shipping refund.

  Business Response

  Date: 03/09/2023

  We've reviewed the customer concerns. The shipping fee was credited on February 17, 2023, to her original form of payment. We'll reach out to the customer and share which credit card number it was refunded too. 

• Initial Complaint

  Date:02/25/2023

  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.

  October 2022 I ordered 4 Outdoor dining chairs. I discovered they were only three delivered to my client on the island of Kauai in the ******** islands One month later I learn they only had three chairs in stock after calling repeatedly about where the fourth chair was. I was credited for the missing chair. The option of returning these 3 chairs was pricey. needed to be re-boxed, and shipped back, Which was out of the question.My clients needed the outdoor chairs. We kept the 3 (repairing one which was cracked.)In January 2023 I ordered two similar side chairs for my client to make up for the missing chair. After two months waiting and calling the business and shipper in ******** I was finally told the shipment was lost. I was told to cancel the order and get a credit, Then reorder.I re-ordered the identical chairs and it will be three weeks on 3/1/2023, Wednesday and the product has still not left the warehouse. I have been told they are in stock.It has been a comedy of errors with this company, going on 5 months!!My clients like the chairs and I am trying to get some side chairs to complete the set. No one seems to have an answer. No one is taking charge. I am stuck as a designer trying to work with Ballard and solve this Mele of incompetence.I hope you can light a fire under someone!

  Business Response

  Date: 03/09/2023

  We've reviewed the customer concerns and we'll reach out to the customer. We will also reach out to the carrier on confirmation on the delivery date of the order. The expected delivery timeframe is between March 14th and March 21st.  

• Initial Complaint

  Date:02/12/2023

  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.

  The company took 5 months to make a custom pillow then when it came the pattern is placed in a way it cant be used its upside down and you would have to stand it straight in the air for patterns to look good but u couldnt or wouldnt put a pillow like that I called and I emailed them they wont stand behind there bad work and product . Its only worthy of garbage can its aweful and I deserve m money back Very disappointing Ive spent about 30 k at ****************** and then treat a customer like that over a 150 pillow .

  Customer Answer

  Date: 02/15/2023

   
  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.

  
  
  Hello
  Re complaint 1939249
  Ballard designs emailed this morning they are remaking a new pillow and will ask the Vendor to match how they advertise it on there website So all is resolved Thank you
  
  Sent from my iPhone
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/18/2022

  Type:Delivery 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 wanted four runner rugs. So on 11/13/2022 I placed an order #T5364390 for $1,438.00 from Ballards. They sent one rug that was the correct size (runner) and three that were 3x5'. I sent the three incorrect size rugs back to Ballard and received credit for all three. No problem.I then ordered three more runner rugs on 11/17/2022 to replace the three incorrect size rugs. This second order is #X6173290 for $1,078.50. Here's where the problems arise. Two rugs arrived that were the wrong size again 3x5. One was never received. The *** tracking for this one is 1ZA3285X0318988898. I was refunded $359.50 for the rug that never arrived. I sent the other two incorrect rugs from this order with the *** labels Ballard provided. The *** tracking numbers for these two returns are 1Z75E17V9096729039 and 1Z75E17V9097333642. I sent them back to Ballard on 12/2/2022 and they were received by Ballard's warehouse on 12/7/2022. When I call, chat, and email about the refund for these two rugs, they refer to the refunds issued on the first order #T5364390. They can't seem to comprehend that this is another order that I have paid more money for.Finally, I called the Ballard store in *************** on 11/28/2022 and had an associate place an order #X6179390 for three rugs to replace the two incorrect rugs they sent and the rug that never arrived for $1,015.06. I finally received the correct size rugs.So, Ballard still owes me $719.00 for the two rugs that I returned from order X6173290 that were received by them on 12/7/2022. I only mention the other two orders because the customer service representatives are confused by the whole mess that Ballard created by repeatedly sending the wrong merchandise. I hope this clarifies everything. I am happy to answer any questions.

  Business Response

  Date: 12/29/2022

  We've reviewed the customer concerns and we will reach out to the customer to assist with the remainder of the refund. We will process the refund as quickly as possible. 

  Customer Answer

  Date: 12/29/2022

   
  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:12/08/2022

  Type:Customer Service 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 two rugs from Ballard Designs. Order number X6130769.One rug came, one never showed up. I called to return the one that came because of a color issue. It is unused. Ballard Designs representative ordered a pick up of the rug I am returning, and a tracer on the rug that never came. They stated that they will refund me once they get their rugs back, and that I would hear from their shipper in 5-7 days to pick up the rug that I am returning. I never heard from the shipper so I called again. I got the same story and the representative side she will reissue and pick up from the shipper. I waited another week, with no contact from their shipper. I called a third time and asked for a supervisor. She said she would expedite the pick up with the shipper and that I would hear from them in ***** hours. Three days later I still had not heard from the shipper. I called a fourth time. Another supervisor told me that they found the rug that was never delivered, would credit that one, and would send another request for the shipper to pick up the rug I am still waiting to return. They will not refund me until they get their rug, but now I have no confidence that this rug will get picked up, and I believe they should refund my payment for this rug because I am not responsible for the lack of service from their shipper. I am no longer willing to wait for my refund if I have no control over this rug getting returned. I would like help in getting my refund. Thank you for your attention to this matter.

  Business Response

  Date: 12/19/2022

  We've reviewed the customer concerns and we've reached out to assist with refund. We're working with carrier on the delay of the rug pick-up.