ComplaintsforSauder Woodworking Company

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $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

  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

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Very, very frustrated. I have purchased a bookshelf with doors almost 3 months ago. Very excited to have purchased this shelf for basement due to wanting to use it to display things. After driving an hour away to get the shelf I brought it home and immediately started assembly. Halfway through the assembly there was a duplicated board and I was missing a piece within the box. I immediately called the company in order to communicate my concerns and was told that they would send the missing piece. I was originally told 6 to 8 weeks. Frustrated that I would sit with a non-finished shelf for that long they directed me to call Menards to see if I could get the missing piece. Of course that was a no and they had none in stock. Second phone call was around 6-8 weeks and they told me it was still in process, but they would send me a promo code. Really... a promo code when I waited for this product to arrive now for this long. If you go on their website they offer that code anyway. Annoying that they see this as a small compensation. Today 06/14/2022 is the 3rd time calling. By this time it has been almost 3 months. Again, still processing and they don't know when it will arrive. Only thing they could do was offer a apology and a promo code again. They still aren't making it right. I will never buy another product from this company unless they make it right and I will never recommend their products to anyone!

  Business response

  06/16/2022

  I spoke to the consumer this morning and apologized for the frustration this has caused.  He was very understanding and allowed me to share a couple potential solutions.  The issue has been taken care of to the consumers satisfaction.  We appreciate his understanding of this particular situation.

  Customer response

  06/19/2022

  
  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. When I spoke to the person on the phone they offered a full refund and apologized for the situation. They did however communicate that it was going to have to take 10 business days in order for me to receive the refund. Now I'm just awaiting the refund.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Sauder’s C side table Model ****** on Saturday May 7, 2022 after measuring my sofa and investigating several other options. I attempted to assemble it was stunned to discover that one of the steel cross beams had its holes drilled 90 degrees from the side where they should be. The product could not be assembled and is useless. I wasted hours and hours and money to drive to the store, assemble it, investigate the company, write letters and finally share this with the BBB. It is hard to understand how this serious quality issue can happen. How many more items from this lot are faulty? Poor quality can ruin a company’s reputation. Unbelievably, on the back of the instruction guide they ask "How did it go?" and suggest sharing experience with 5 social media platforms and *******!! Do they actually read the feedback and then respond accordingly?

  Business response

  05/09/2022

  Good morning!

  I apologize there was an issue with your C Table.  We know how frustrating something like this can be.  You do have a one year warranty with your purchase and we want to make this right for you.  ***** received your email this morning and has already responded to you.  Please respond to her email and we will be happy to get this issue taken care of for you as soon as possible.  

  ********  ********

  Customer response

  05/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Sauder's response was simply a rubber stamp standard statement - "apologize there was an issue.., we know how frustrating something like this is.., You have a one year warranty", etc. etc.
  

  For a very real impact on my time, transport cost, energy and continuing frustration I deserve an explanation as to why this happened, how often does this happen, how they intend address future product quality failures, and perhaps even a copy of their QA/QC procedures and expectations.  If Sauder simply says 'sorry' and sends me another product that actually works, what is gained?  How many more people will be materially affected and not be vocal about it?  
  

  Sincerely,
  
  *** *****

*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. ↩