Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  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 the ******** *************** Table with Storage by ****** ******* ****** ********* through ******* on September 17, 2022, and it was delivered on September 23, 2022. The product is covered by a 5-year limited warranty. Over time, the table has become unstable, with loose joints and wobbling, making it unsuitable for regular use. Even minor movement causes the table to partially dismantle, which is unacceptable for a coffee table meant for everyday household use.I contacted Sauder to claim the warranty, but they have refused to replace the table, instead offering replacement hardware as a courtesy. They attribute the damage to misuse (dragging or pushing the table), despite this being normal and expected movement for a coffee table. Their refusal to provide a replacement ignores the fact that the product has failed under reasonable use, which should be covered under their warranty.This experience has been frustrating due to Sauders dismissive approach and unwillingness to address valid concerns about the products durability and their warranty terms.

  

  Business Response

  Date: 03/07/2025

  To Whom It May Concern,
  
  We sincerely apologize for the experience the customer has encountered with **********************. 
  
  We did speak to the customer, and they stated they selected and intended this complaint to be filled against Sauder, not *******. The customer has been advised to continue working directly with Sauder towards a positive resolution.
  
  If the customer has any additional questions or concerns, they may contact ****** *. at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  ***********

  

  Business Response

  Date: 03/12/2025

  Dear Mr. **************** want to express my sincere apologies for the inconvenience you experienced with our coffee table. I appreciate the time you took to discuss the matter with me today, and I am grateful that we could reach a satisfactory resolution.
  
  As I shared when we spoke, please do not hesitate to contact me if you require any further assistance. Your satisfaction is of utmost importance, and we are committed to addressing any concerns you may have.
  
  Thank you,
  
  ******* *******
  Director of Consumer Services

   

  
  

• Initial Complaint

  Date:12/06/2024

  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.

  Dear BBB,I am writing to formally file a complaint against Sauder Woodworking due to unprofessional behavior and misleading information related to my recent order.I purchased an item from Sauder Woodworking, and according to their website, the item was supposed to ship within 24 hours, with a maximum shipping time of 36 hours. However, after 36 hours had passed, I reached out to the courier, only to be informed that they had not received the item. I have attached documented proof of my communication with the courier as evidence of this.Despite this, Sauder Woodworking falsely claimed that the item had already shipped. When I requested a refund, I was told that it would be issued minus return shipping costs. This is completely unacceptable, as the order could have been cancelled prior to the carrier picking up the package or even intercepted after the carrier had taken it.I expect a full refund for this order. The level of service I have received from Sauder Woodworking is extremely disappointing and unprofessional. Customers should not be subjected to this kind of treatment, and I am seeking a resolution to this issue.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  

  Business Response

  Date: 12/09/2024

  Dear Mr. ****************** would like to express my sincerest apologies for the inconvenience caused by your recent furniture purchase from Sauder Woodworking *** We deeply regret the circumstances that led to your need to contact us and understand how frustrating this situation must have been. Please be assured that we are taking steps to ensure such issues do not occur in the future.
  
  I am pleased to learn that ****** rectified the situation satisfactorily by canceling your order and offering a more positive, hassle-free experience. 
  
  Once again, I am sorry for the inconvenience and frustration this caused. If you have any further questions or concerns, please do not hesitate to contact me directly.
  
  
  Warm regards,
  
  ******* *******
  Director of Consumer Services
  Sauder Woodworking ***

   

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22646127
  
  I am rejecting this response because:

  
  Unfortunately, ****** has not successfully rectified the situation. I sent an email that she still hasn't responded to. Wound you mind reaching out to me since it appears ****** has ignored my email?

  In addition, which was not captured in my complaint, is the experience Ive received from one of your employees. Attached are the screenshots. No customer should be spoken to in this way. In addition, you can see how the employee lied by stating that she was the manager of another supervisor when in reality she was actually an equivalent. Very disappointing experience. I look forward to you reaching out so that i can sure my concerns more indepth and we can rectify the situation and come up with a solution.

  Sincerely,
  
  ***

  

  Business Response

  Date: 12/09/2024

  Hello Mr. ***************** am sorry to hear your situation is still ongoing. I spoke with ****** and know she is invested in attending to your concerns. I believe she contacted you as soon as she was available today. I am aware of the interactions with our agents and supervisors, as all our contacts are recorded, and I have reviewed them. As I shared in my initial response, we are addressing the mentioned situation. Thanks again for bringing this matter to light, and we apologize for the frustration youve experienced. Regarding a conversation, I sent a direct email to you proposing a couple of times.

  Thank you,

   

  ******* *******

  Director of Consumer Services

  Sauder Woodworking Co. 

   

  Customer Answer

  Date: 12/10/2024

   
  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:11/19/2024

  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.

  Staff tried to access ************************** through a traditional ****** search, but ********** seems to be blocking us. I am unsure why. The blocked page advised us to contact the site's owner; however, we cannot access any pages from **************************, including the Email Us or Contact Us page. So here I am.The blocked page advised the following, "You can email the site owner to let them know you were blocked. Please include what you were doing when this page came up and the ********** Ray ID found at the bottom of this page."I am using this service to contact the site ******** one using our IP address can access any page of **************************, no matter how we try to access it (****** Search, direct link, etc.)The Cloudfare Ray ID is ****************

  

  Business Response

  Date: 11/20/2024

  Hello,

  Thank you for contacting Sauder Woodworking *** I am sorry about your experience trying to connect with us on **************************. We are committed to providing excellent service, and with the details shared, we may have been able to correct the connection issue. I recommend trying again at ****************************. If you experience any problems, please call or text us at ************ Monday through Friday, 8:30-5:00 ET so that we can assist you promptly.

  Sincerely,

   

  ******* *******

  Director of Consumer Services

  Customer Answer

  Date: 11/20/2024

   
  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:03/27/2024

  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 purchased a wooden built it yourself desk from Steinhafels on 3/20/24 that was manufactured by Sauder. When I was assembling it I found the desk defective. There was no holes in some panels, some holes were in the wrong spots. The sides for the door were not fitting in slots and I was missing a bunch of hardware. I tried explaining this to sauder. I spoke with **** initially. She said to send them pictures and she would give me a call back. Instead a different agent *** emailed, instead of calling me like they said they would and told me I assembled it wrong, and to “feel for the holes.” I tried to explain to them there are no holes they would not listen. Saider also did not reply to my issue with the door handles. They said they would replace the parts but with a quote. I got cheated and lied to purchasing this desk.

  

  Business Response

  Date: 03/28/2024

  Dear Mr. ******,
  
  Thank you for reaching out to us regarding your recent purchase of the ******, Harbor View Corner Computer Desk. I am pleased to hear that you have been in contact with our team member, ****, and have found a resolution together. It's our understanding that the necessary parts are currently on their way to you under warranty. Once you receive these parts, please feel free to contact us, and **** will be more than happy to assist you through the assembly process. Your satisfaction is our top priority, and we are committed to ensuring a smooth and efficient resolution to your concern. Thank you for your patience and understanding.
  
  Warm regards,
  
  ******* *.
  Director of Consumer Services
  Sauder Woodworking Co.

  Customer Answer

  Date: 03/28/2024

  
  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:02/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Main Line Sauder Dresser from Walmart that was delivered to my wife on 02/10/2024 that, and it appears that I was sold a defective product because it was missing an entire draw and all hardware to put it together. I immediately contacted manufacturer on 2/12/2024 at 11:20 am because this dresser was missing parts and considering these products come with a one year warranty and this was just delivered I was hoping that they would simply send me the missing parts. Regrettably the manufacturer adamantly refused to honor the written one year warranty and send me these parts. I can not begin to tell you how extremely frustrated and aggravated that I was. Not to mention totally disgusted and dissatisfied because I’ve purchased Sauder Dressers in the past and never once had an issue with obtaining parts that were worn or defective. This dresser was purchased because our son is coming home on leave from the military after three years away and a recent deployment and wanted him to have a new dresser for whatever he decide to leave with us. Were left with dresser parts that can’t be put together without hardware and missing a full dresser drawer. I feel strongly that Sauder is in complete breech of warranty and/or contract.

  

  Business Response

  Date: 02/20/2024

  Good afternoon, Mr. *****,
  
  Thank you for taking the time to inform us of your experience. I am sorry about the issues you experienced with the 431278 Hillside 4-Drawer Chest. I would love to have the opportunity to help you. I left a message with my contact information if you would like to call me back at your convenience. 

  I look forward to hearing from you.
  
  Sincerely,
  
  ******* *.

  Customer Answer

  Date: 02/21/2024

  
  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.  Thank you Ms. *******.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/05/2023

  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 bought a bookcase before moving to my new home. My husband, a construction superintendent and I both tried putting together the bookcase. It was determined the bookcase part was completely stripped and couldn't hold together another board. We spent so much time and energy getting most of it together for that to happen. We would like to refund this because A) this bookcase cannot be put together safely B) we needed it together before we move not after. We have no use for this bookshelf at this time C)the box this item was shipped in is unusable and we cannot take the rest apart and bring it to the new home without some sort of box

  

  Business Response

  Date: 06/07/2023

  Good afternoon Ms. ******,
  
  Thank you for taking time to write to us. I am sorry for the frustration you have experienced with model ****** 5-Shelf Bookcase. Sauder understands that providing outstanding service to our customers is important. We believe that a satisfied customer is our most valued asset. A refund for the bookcase has been requested. Please allow 7-10 business days to see the refund applied to the account associated with this purchase.
  
  If we can be of further assistance, please contact us at 1-************ or by email. Our Consumer Services department is open Monday thru Friday 8:30 a.m. to 5:00 p.m. ET.
  
  Sincerely,
  
  ******* *******
  Consumer Services Manager
  Sauder Woodworking Co. 

• Initial Complaint

  Date:02/24/2023

  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.

  $350 desk, repeatedly requested replacement parts, repeatedly sent incorrect parts with absolutely no correction. This has now happened 3x. Tired of trying to fix with company as they clearly do not have any kind of quality control as the items were already broken when i purchased the desk. I would like a full refund for the price of the desk at this point.

  

  Business Response

  Date: 03/02/2023

  Good afternoon,

  Thank you for the notification about Ms. ******'s experience. Ms. ****** supplied model number, 423446 on February 15th when she initially requested replacement parts. This model is visually similar to the desk she purchased, 423022, however the parts are not interchangeable. The model number is found on the front of the instruction manual that is provided with the desk. Sauder supplied the requested parts multiple times, at no cost as they are covered under the warranty provided with our furniture. 

  Once the root cause was identified, Ms. ****** was informed of the reason she received parts that were not compatible with her desk. To provide resolution, another order was placed with the correct parts at no cost to her. This order shipped on February 28.

  In good faith, we have supplied exactly what Ms. ****** requested. It is unfortunate that the incorrect information was supplied initially to cause this situation. We will continue to support her desk with the accompanied warranty as published in the instruction book. 

  Sincerely,

  
  ******* *******
  Consumer Services Manager 

• Initial Complaint

  Date:01/09/2023

  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.

  Purchased media stand online. Product was bad quality. Wood chipping off unit upon arrival of product. Door on stand was broken and could not be fixed. Very poor quality. Want a refund and reimbursement check for the purchase of $88.29. Thank you.

  

  Business Response

  Date: 01/09/2023

  Good morning,
  
  Thank you for taking the time to write to us. On behalf of Sauder, I apologize for the frustration you have experienced with your Harvest Mill Corner Entertainment Stand, model 404962. As with many of our items, Sauder offers a 5-year replacement part warranty. Based on the purchase date of July 23, 2014, that was provided in the attachment with this notification, the warranty expired in 2019. This stand was also discontinued in March of 2021.
  
  In the interest of customer service, I am sending a promo code as mentioned in the email response sent on 1/9/2023. The promo code is valid for 6 months exclusively on www.Sauder.com and should arrive in a separate email within 1-2 business days.
  
  If I can be of further assistance, please contact me at 1-800-523-3987 or by email. Our Consumer Services department is open Monday through Friday, 9:00 a.m. to 5:30 p.m. ET.
  
  Sincerely,
  
  
  ******* *******
  Consumer Services Manager
  Sauder Woodworking Co.
  ********

• Initial Complaint

  Date:12/01/2022

  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.

  November 23, 2022 We ordered a cabinet from sauder. It was to be deliver by FedEx which was rescheduled several times and initially delivered to the wrong home. Eventually, we got the package, some parts were damaged which Sauder was willing to replace. As we started putting the cabinet together, we realized it was flimsy and poorly made. We contacted the company to ask if we could return it due to not being satisfied with the product, but they refused.

  

  Business Response

  Date: 12/01/2022

  Good morning,

  Thank you for contacting us regarding your HomePlus Storage Cabinet, model 422428. I am sorry to hear of your experience and would be happy to assist you. Furniture that is removed from the carton and assembled is not eligible for return as mentioned under Returns/Cancellations policy on Sauder.com. However, in your communication, it was shared that this item arrived damaged. In this case, we can assist with your request. We simply require a photo that documents the damage mentioned. Upon receipt of the photo (or photos), we would be happy to proceed with the refund as requested. Please forward your documentation to [email protected], Attn ******* *******/********.

  Again, I am so sorry for your experience. Please contact me at 1-800-537-8560 ext. **** or by email if I can be of further assistance. Our Consumer Services department is open Monday thru Friday 9:00 a.m. to 5:30 p.m. ET.

  Sincerely,

  
  ******* *******
  Consumer Services Manager 
  Sauder Woodworking Co.

   

   

  Customer Answer

  Date: 12/05/2022

  
  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:11/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a computer desk last year from Sauder and it recently fell apart, I was told they can send me replacement parts then I was told that I have to send damage pictures of it falling apart which it should be obvious that it's the whole desk. I don't have pictures of it so they can't send me any parts. Is it possible Sauder can send me a coupon to buy it cheaper from Amazon?

  

  Business Response

  Date: 11/23/2022

  Good afternoon,
  
  Thank you for your inquiry. I am sorry to hear of your experience with model ****** Computer Desk. Sauder offers a 5-year part warranty with our furniture. Due to the number of parts needed, photos were requested to better understand the circumstances that resulted in an unusable desk. Photos were not able to be provided and a promo code was offered in lieu of the replacement parts. This resolution was accepted, and the promo code was sent on November 18th.  A new desk has since been purchased from our website, Sauder.com. Sauder Woodworking Co. is not authorized to provide discounts or promo codes for retailers other than Sauder.com. I apologize for any inconvenience this may have caused.
  
  If we can be of further assistance, please contact us at ************ or by email at ***************. Our Consumer Services department is open Monday through Friday, 9:00 a.m. to 5:30 p.m. ET.
  
  Thank you,
  
  ******* *******
  Consumer Services Manager
  Sauder Woodworking Co. 

  Customer Answer

  Date: 11/23/2022

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