Complaints

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

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  Dorel Home Furnishing

  410 E 1st St S Wright City, MO 63390-1335

• 

  Ameriwood Industries Inc

  458 2nd Ave Tiffin, OH 44883-9358

• 

  Ameriwood Industries

  202 Spaulding St Dowagiac, MI 49047-1452

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:03/19/2025

  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 furniture from ************ which is directly related to this company. I have reached out throughout weeks of many different ways. I tried calling, emailing. Chat support, ***. I received damaged products and can not get ahold of anyone to make it right

  Business Response

  Date: 03/20/2025

  The consumer purchased an item from the *** Real Rooms website on February 19, 2025. She reported damaged parts to our customer service on March 10, 2025. On March 11, 2025, our agent informed her that the parts were out of stock and advised her to contact Real Rooms for a refund or exchange. Due to a communication issue, she did not receive our emails. We contacted Real Rooms on her behalf, and a full refund of $215.97 was issued on March 19, 2025. The consumer has been notified of the refund via automatic emails and direct emails from the Real Rooms Team.

• Initial Complaint

  Date:02/23/2025

  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 request a full refund of the bookcase I ordered from ****** (manufactured by Ameriwood Home). Order date: Jun 1, 2024 Within one-year warranty!1. I asked for my parents help to REASSEMBLE the bookcase multiple times but it is still not stable. My parents and I wasted many hours and days trying to make it work to no avail. 2. This bookcase is not a BOOKcase! It cannot hold real books. Only light-weighted items could be held. In other words, this is NOT a BOOKcase but a display case! 3. I reached out first to Ameriwood Home for a refund but was sent to ******. I reached out to ****** but was sent back to Ameriwood Home. I request a full refund. I am also ready to return this bookcase for a full refund! I also hope BBB can expose the defective bookcase and false advertising of this so called flimsy bookcase!

  Business Response

  Date: 02/28/2025

  Ms. ***** purchased her item via Amazon 6/1/2024, the item is backed by a 1-year warranty covering manufacturer defects by providing replacement parts and assembly assistance. On 6/8/2024, the consumer contacted us to request we provide in-home assembly and replacement parts, indicating that she was having assembly trouble and had damaged parts. The Dorel Warranty does not provide in-home assembly, but we provided the requested replacement parts, which were delivered 6/15/2024. She contacted us again early July stating she had received duplicate ordered parts, and 2 more replacement parts orders were sent July 3, *****, and July 5, 2025. We received no further communications from the consumer again until 2/16/2025, where she stated she now wants to return the item due to low quality, customer satisfaction is not covered by the warranty. Because of the number of parts requested and the damage she reports, we opened a claim investigation to gather the necessary information Dorel requires when replacement parts are no longer a viable option for a warranty customer so that we may see what, if any, options are available. This includes photos, proof of purchase, and other details required to fully investigate. We have received no reply from the consumer in regards to those inquiries. I have also emailed the consumer personally 2/24/2025, 2/25/2025, and 2/26/2025 and have not received a reply thus far. At this time we have closed this investigation, but should the consumer at any time within the warranty contact us with the requested information the investigation will be reopened. 
  

• Initial Complaint

  Date:01/23/2025

  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.

  On 1/10/25 I purchased a daybed from ******* online. The merchandise came on 1/13/25. I hired someone to put it together, it was missing a part to complete the bed. I was given two of the same of the bed frame (it was missing the correct part). The daybed can't be put together without the part. ******* directed me to the manufacturer who stated that the part is NOT available. I currently have a half-assembled day bed that can be assembled. ******* is not helpful nor is the merchandise company Dorel Home Funishings. I am faced with neither ******* nor *** willing to help me. I want my money back and the merchandise removed from my ******** a consumer, I expect what I order is usable for the purpose it was designed for. Currently, the daybed that I ordered can't be put together because it's missing a major piece. That missing piece is not available from the original merchant and ******* is requesting that I take the bed apart and then (and only then) would they be willing to take it back. ******* is also not flexible on times and requests that I take off from work if I want the merchandise to be picked up. The entire episode is unacceptable and I need help to resolve this mess.

  Business Response

  Date: 01/30/2025

  The consumer contacted Dorel on January 20, 2025, requesting a replacement part and, unfortunately, we do not have the requested part available to ship. The consumer's item is backed by a 1-year warranty covering manufacturer defects by providing replacement parts and assembly assistance. This does not include any assembly fees. *************************************************************** do ask that the consumer contact the retailer if they are still within their return period because their process can be simple, regrettably, that was not the case for this consumer. We opened a claim investigation to gather the necessary details to see what resolutions are available for the consumer. Today 1/30/2025, Dorel has offered the consumer a full refund of $142.88, the price paid for the bed. The refund is pending the receipt of the signed release forms and proof of field destruction that is required to process any Dorel warranty claim. Once the required information is received the refund will be submitted for processing. Refunds are processed on Fridays, and all claim information must be received by Thursday 2:00 PM CST or the refund will be processed the following Friday. 
  

• Initial Complaint

  Date:01/16/2025

  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 from ********* in 2023. I received an email from them in dec 2024 saying the bed is under voluntary recall as it has to be installed by a professional mounter. I was asked to find mounters to install the bed and i have found 2 companies who have given me quotes for the job. ********* has refused to pay for this professional installation and have also refused to send a professional mounter of their choice.

  Business Response

  Date: 01/21/2025

  The consumer contacted Dorel on December 11, 2024, regarding the Dorel wall bed recall. The Dorel recall remedy that the **** has approved is not related to the design of the bed, but to how the bed is installed.  When mounted properly into at least 3, preferably 4, studs at the top and bottom of the bed as outlined in the manual, the bed will not collapse. To remedy this, Dorel is offering a reimbursement of up to $200 for a 3rd party professional installer to inspect the bed to ensure it is properly mounted.
  To be eligible and approved for the recall remedy, the wall bed must currently be assembled and installed on the wall. The consumer must obtain and provide the credentials and a quote from a professional that shows the individual has experience hanging kitchen cabinetry or TVs to the wall, and confirm that their experience involves the type of wall present in the room where the wall bed is mounted. The consumer must submit that quote to the Dorel team for approval before scheduling the inspection.
  The Dorel team then reviews the quote, if the installer has the requirements necessary to complete the inspection then the quote is approved by Dorel and the consumer can then schedule the inspection of the bed. If the quote is not approved by Dorel before the inspection then the consumer does not qualify for the remedy and the $200 refund will not be approved.
  This consumer has not followed the CPSC-approved recall remedy process and scheduled the inspection without the necessary Dorel approval. He is requesting more than the $200 to be refunded including a $78 on-site estimate and inspection fee. The consumer has also threatened to involve his attorney if there were any further deviations from what is outlined. Once this is mentioned we do not engage with the consumer any further. At this time we have received no communication from any attorney on the consumer's behalf. 
  We believe that there may be some miscommunication and misunderstanding with the consumer regarding the current status of his bed and whether it is installed and qualifies for the remedy at this time. This is based on the 2 quotes that he has presented that indicate the bed must be installed which is not part of the recall remedy. 
   
   

  Customer Answer

  Date: 01/22/2025

  Thank you, BBB, for assisting with my complaint. I have attached the email correspondence Ive had with Dorel Home for your review.
  I was not informed about the $200 reimbursement limit until after I had already contacted the first vendor to evaluate the bed. When I shared the vendors quote with Dorel Home, they stated it was too high and referred me to Mr. ********* as shown in the attached email chain.
  Mr. Handyman charged me a $78 evaluation fee and provided a quote for installing the bed that was significantly higher than the first vendor's estimate. Since then, Dorel Home has stopped responding to my emails.
  I had previously mentioned that if Dorel Home deviated from their stated plan, I would consult my attorney. The key word was if. I have not contacted an attorney and Dorel Home has acknowledged not hearing from my attorney. Despite that, Dorel home has chosen to go silent and they have refused to respond to any of my emails. This has left me with an expensive bed that is unsafe for my family and me. 

  Customer Answer

  Date: 01/22/2025

  pls see additional email chain

• Initial Complaint

  Date:01/15/2025

  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 received a trundle bed that is faulty/dangerous. When assembled as per the manual, the metal juts out in two places CAUSING INJURY!The ******* agent took the time to review the manual and came to the same conclusion IT WAS MADE TERRIBLY AND EASILY CAUSES INJURY. SHE PUT IT IN WRITING TOO. After a few injuries to family members, we reached out for reimbursement for selling this faulty item, injuries and now for not even attempting to resolve this issue.I sent in images, ** note, explanation, but to no avail. I am shocked that in 2024 a company would ignore a problem with their product. shocking and disappointing. I DEMAND a resolution,

  Business Response

  Date: 01/21/2025

  Dorel received a report via ******* on December 20, 2024, with a report from the consumer and their experience with the *** Manila Metal Daybed and Trundle. We then reached out to the consumer to take a full report. The Dorel warranty warrants our products to be free from defects in material and workmanship and agrees to remedy any such defect. This warranty is solely limited to the repair or replacement of defective parts. This item is tested and passes all necessary internal and external testing for safety and compliance. It does not cover individual or personalized preferences or dissatisfaction with the design of the product. After a careful review of the photos and the consumer complaint, we determined that while we are empathetic to the consumer's experience, this is not a manufacturing defect in the product but a matter of consumer satisfaction and usage and regrettably, it is not covered under our warranty. 

  Customer Answer

  Date: 01/21/2025

  Complaint: 22815817
  
  I have reviewed the business' response and am rejecting it because:  There is no way you can claim that sharp metal pieces, jutting out dangerously from a bed is not a defect or design error.

  It is ludicrous to stick your head in the sand, and pretend it doesn't pose an immediate danger to every consumer that purchases it. The store agent concurred, upon investigating the manual instructions and images, that it is awfully designed and poses a risk.
  As a company operating in the *** you are legally bound to ensure that your products do not pose any risk of danger. This item does and has caused injury. 

  It does not take a rocket scientist to see how the metal protrudes, injuring anyone who steps near those positions of the bed. Your generic response has been unequivocally rejected.
  
  
  Sincerely,
  
  Menocker Mishpacha - Jeru

  Business Response

  Date: 01/24/2025

  Dorel has reviewed the consumer's rejection and request. While this is not a manufacturing defect and is not covered under our warranty, as a gesture of goodwill on 1/23/2025 we offered a full refund of $133.29 to the consumer for full amount paid for the bed. This is pending the receipt of necessary proof of destruction and signed release forms required for any Dorel warranty claim. As of today, 1/24/2025 we have not received the information. We will proceed with the refund when the consumer provides the necessary documentation to process the claim. 

• Initial Complaint

  Date:01/13/2025

  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.

  Im stuck with a defective Fireplace, I have provided everything BUT my receipt, Im not a hoarder and dont keep everything, I was actually surprised I had the manual I used to put it together, these are usually thrown out after I do the assembly. Their customer service is on through email, BEEN THROUGH CUSTOMER SERVICE ***** ********* *****, **** WITH NO RESULT.

  Business Response

  Date: 01/17/2025

  Dorel warranty policy requires a proof of purchase to process warranty requests such as this. The production date of 9/2023 shown on the front cover of the assembly manual indicates that this item is out of our 1 year warranty time frame. However, we have replaced the fireplace insert as a one-time goodwill gesture for this consumer and the replacement shows that it was delivered today 1/17/2025. 

  Customer Answer

  Date: 01/17/2025

  Dorel/Ameriwood **************** manager **** has replaced my defective Fireplace. I happy with the company response.

• Initial Complaint

  Date:10/16/2024

  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.

  Company sold a mattress with glass thread without disclosing the contents of the mattress (oct 2016) , they honored their warranty and provided a full refund for the original price of the mattress (oct 2024). However, these glass fibers got everywhere in my house, I had to pay over $200 of medical bills to be diagnosed with fiberglass dermatitis and $200 to throw out bedding embedded with glass ********* soon as I got rid of the mattress all my health issues went away.Requested compensation from the company for the damaged item that their defective mattress caused however I received no further resolution other than the refund for the original purchase price.Attempted to be civil and not request any additional damages like cleaning or emotional distress etc. ************ is taking no responsibility for the additional damages that their product ********* a manufacturer, they should be held accountable to ensure their products are defect free and will not cause harm to their purchasing customers..

  Business Response

  Date: 10/21/2024

  Dorel Home Furnishings prioritizes safety and compliance with all regulatory standards. Our memory foam mattresses do not contain fiberglass. Instead, they use a fire-******ant knit fabric barrier with glass fiber threads to meet US federal flammability standards (CFR 1632 & CFR 1633). Glass fiber threads are different from fiberglass; they are spun into long, flexible threads and then woven into a fire barrier, unlike fiberglass which is loose, fluffy and used in insulation and other products. Our mattresses are tested and certified by third-party labs to ensure they meet or exceed all safety regulations.
  The consumer purchased the mattress on 4/14/2016 and despite our usual prorated warranty policy we offered a full refund for the mattress and cover that as purchased at the same time. The consumer signed release forms and agreed to the full refund,  which was processed on 10/11/2024. 

  Customer Answer

  Date: 10/22/2024

  The complaint is for additional damages the company refuses to cover based on the undisclosed use of glass fibers in their mattress and cover. No where on the manufacturing tag did it state that the use of any type of glass-fiber is used. All bedding has been thrown out because of this, carpet may have to be replaced. Its absolutely everywhere in my house. 
  

  Due to this health issue Ive also had to visit multiple doctors to be diagnosed with some form of dermatitis skin rash caused by their undisclosed materials. 
  

  I am merely trying to be made whole for the expenses Ive had to pay caused by their defective product, which amount to $409.02.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22432865
  
  I have reviewed the business' response and am rejecting it because:
  
  The company is refusing to take responsibility for additional damages caused by their defective product causing loss of property and onset health conditions. I am only seeking an additional $409.02 to be made whole for the expenses Ive had to endure due to glass threads leaking from the mattress cover which at this point are all over my living space.

  
  
  

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

• Initial Complaint

  Date:09/07/2024

  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 purchased replacement parts for my dresser on August 27. 5 days later, on September 2, I emailed the **************** asking if the order was shipped and if there's a tracking number.The response from **************** representative **************** was that it takes up to 7 business days from the placement of the order for the order to be shipped and once that happens, I will receive an email with a shipping confirmation and a tracking number.However, today is September 7, 9 business days after the placement of my order, and it still have not been shipped and no tracking number has been provided...

  Business Response

  Date: 09/09/2024

  The consumer placed an online self-service order requesting replacement parts for a product manufactured in March 2016. The order was flagged as out of stock by our system. Dorel offers to sell consumers who have domestically manufactured products replacement parts as a courtesy if the warranty has expired.  Our team reached out to the consumer to offer that resolution, to which the consumer agreed.  The warehouse notified us after payment was made that this item is obsolete and we no longer have the supplies available to manufacture that part.  In response, we reached out to alert the consumer and have processed a refund of $33.39 today 9/9/2024 back to the original method of payment.

  Customer Answer

  Date: 09/10/2024

  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:08/22/2024

  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.

  I ordered a ( BLUE ) framed bed from Amazon under this company. I paid the amount shown in my complaint. I filed a complaint with Amazon over this the moment the item arrived in a ( WHITE ) color and not the blue I paid for.When I initially filed on my account it showed they could refund me $53 dollars. I declined this because at first I wanted either the blue frame or the full refund. Neither of which I got back. I did however get a measly lower refund of $35.69 instead from Amazon. So lovely of them to give me a even smaller refund to further inconvenience me during their mistake of the wrong product. They expected me to reship it back out of further inconvenience to me, not to mention in a already damaged upon delivery box. I have no vehicle, I bus everywhere. How would I do that? I can't afford to miss work as a manager so how do they expect me to do a pick up at my home? Yet another inconvenience. ******* worked an I made every effort of this to be clear to Amazon customer care. It fell on deaf ears. I have written a bad review for the company on amazon to make it known that the company and amazon don't care about their customers because if they did, they would have refunded me properly right away. I will be taking next to ****** business to make my complaint to warn others. I can only assume this company will continue down the path of not issuing a FULL refund. I surely hope they do the right thing and refund me what I didn't get back from Amazon as I requested.

  Business Response

  Date: 08/27/2024

  The consumer purchased the Dorel bunk bed via Amazon and received the incorrect color due to a warehouse error. Amazon required a return of the product to initiate a refund.  As the consumer had already assembled the item, they opted for a partial refund provided by the retailer. While our manufacturer's warranty covers replacement parts and assembly assistance, as a gesture of goodwill we have offered to refund the consumer the remaining balance of $142.76 to be processed on Friday 8/30/2024. The consumer has agreed to this resolution. 

  Customer Answer

  Date: 08/28/2024

  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:05/23/2024

  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 received a cabinet as a gift. Model # *******COM. I put it together today. I cannot attach the doors because 4 of the 6 hinges were damaged in the box. They are not properly packaged to protect them from the wood pieces. I called the phone number on the manual. It directs you to another number **************. The employee on the phone is in a foreign country. She said the cabinet is not under warranty. The company sells their defective returns to auction houses and knowingly and willingly is ripping off customers. This company needs to be banned from selling their product until they package it correctly and the package clearly says no warranty if purchased from auctions.

  Business Response

  Date: 05/30/2024

  The consumer reached out on May 23rd via phone to request some hinges.  Per our procedure, the phone representative asked for the retailer and date of purchase to validate warranty.  The warranty on this item is 1 year from the date of purchase when purchased through an authorized seller and proof of purchase is required. Dorel Home does not sell to auction houses; the purpose of validating the place of purchase is to ensure it was obtained through a reputable business and we know the conditions under which that business acquired our item.  The consumer received this item as a gift and did not wish to ask for the purchase details.  After bringing the phone call to the attention of the department supervisor, the phone representative reached out via email within an hour of the phone call to request the part number details so she could place the order for hardware. To this date we have not had a response.  As the consumer provided the necessary details here, the replacement parts order has been placed.