Complaints
This profile includes complaints for Watson's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/03/2025
Type: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 gas logs from Watson's on January 12, 2025, and paid $149 for professional installation. Adam came to install them on January 16, 2025, but broke the gas pipe at the elbow bend. He said we needed a plumber to fix it before he could complete the installation. I called Watson's and was transferred to the service department, reaching an answering machine. The next day, Hannah called to say she had left a message for the service manager, Kevin, to call me. Kevin called later that Friday and said Watson's wouldn't be responsible, claiming the pipe was old and weakened by heat. A plumber came on January 17, 2025, and fixed the pipe, stating it broke due to improper handling by the installer. My son confirmed Adam used only one wrench, putting all the pressure on the elbow joint. I contacted Watson's again and spoke to Hannah, who said Kevin and Adam would schedule me for January 20, 2025. I left a message for a manager but never received a return call. I also didn't get a call from Adam or Kevin about the January 20 installation. On January 21, I spoke to Justin, who confirmed I wasn't on the schedule. They arranged for someone to come on January 22, 2025. Adam came and installed the gas logs. On January 27, 2025, my wife smelled gas in the house. We shut off the gas and called Watson's, who said there would be a charge unless it was a fault with the gas logs. I ended the call and contacted the plumber, who tightened all the fittings. I have spent more on plumber bills to fix issues caused by Watson's, who refused to accept responsibility for the damage. I paid $149 for professional installation to avoid such problems, especially with gas. Watson's lack of ownership, repeated lack of returned calls, and wanting to charge me again to fix the install is beyond disappointing.
Business Response
Date: 02/05/2025
I spoke to *** ****** in regards to the lack of communication on our part and discuss the installation issues with our tech and their plumber. After our conversation, I agreed to refund the $149 install fee and *** ****** was satisfied with the resolution.Customer Answer
Date: 02/10/2025
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.
Regards,
****** ******Initial Complaint
Date:01/28/2025
Type: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.
We purchased a pool table early November 2024. We were not ready to buy the day we did because the room was not ready. Our sales person told us we could buy the pool table that day and they would hold it in the warehouse “with your name on it”, and then we could pay the sale price. Now we call to schedule delivery and are told there is no pool table being held. In fact they are out of stock and might get more in March. Why would this company use this tactic? No doubt now they will try to bait and switch to a more expensive table that is “in stock”.Customer Answer
Date: 01/30/2025
*********,
Watsons reached out and are working to resolve the situation. I would like to close the complaint as resolved, but do hope this situation becomes part of any analysis to determine if this company has a pattern of the same behavior.
Regards,
**** **********
###-###-####
Initial Complaint
Date:01/28/2025
Type: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 a hot tub from Watson's in late 2020. Tub that was delivered had cracks in it and had to be replaced. Second tub that was received also had cracks and was fixed. I have maintained this 2nd tubj since that point without issue. Discovered what appeared to be a new crack in the seat well of the tub and called Watson's to point this out. After sending photos a service call was scheduled. At no point was it described to me by the service rep on the phone that if the crack turned out not to be a crack, that I would be charged $160. When the service tech arrived his review discovered it not to be a crack and he was able to wipe it away with a eraser. At no point was I told I would be charged for this service. I was not give any receipt showing the $160 charge. I expect to be refunded as I wouldn't have had a tech come out if I had known I could be charged in this manner. Reciept shows no money due or any mention of any charges to be incurred.Business Response
Date: 01/30/2025
*** ******* called to set up a service call and our CSR team explained that if the work performed is a warranty claim covered by the manufacturer then the card provided by the customer will not be charged, but if the work performed is a non warranty claim then we will charge the credit card provided for a standard rate of $129.99 and a unit of labor for each 1/4 hour at a rate of $19.99. Our service technician went to *** ********* home to address a crack in the hot tub shell. Our technician reported that the cracks in the shell were actually scuff marks which is not a warrantable issue. The technician rubbed out the scuff marks on the customer's hot tub shell and Watsons charged *** ********* card for the service call and one unit of labor. ** ******* called Watsons on 1/28/25 to dispute the charges. I explained the charges with ** ******* and left a voice mail on 1/29/25 to waive the $19.99 unit of labor as a courtesy and only charge the $129.99 service call. I never received a response from ** ******* to remove the $19.99 unit of labor.
Customer Answer
Date: 02/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
It was never explained to me that I would be charged in any way for the service trip to inspect a warranty issue. If I had been explained this, I would never have initiated the service call. I expect a full refund.
Regards,
******* *******
Business Response
Date: 02/25/2025
As a courtesy Watsons has removed all labor charges and will only charge *** ******* the standard trip fee of $129.99. Any return service that Watsons performs not covered under the manufacturer's warranty will be billed at the trip fee plus each 1/4 hour labor unit fee.
Initial Complaint
Date:11/12/2024
Type: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.
Ordered a recliner and was delivered damaged,driver said he could leave it and will order a new one.did not hear form Watson’s ,went to store and they said they only wanted to fixed it. I ordered it new and think I should receive it new not fix the damage they cause.Business Response
Date: 11/18/2024
We informed **** ***** we would pick up the damaged chair and offer a full refund, or she could keep the chair to use for a loaner till her new chair arrived. We let her know a new chair was coming from our ****** store on 11/21 and we would set up the exchange upon being received into our warehouse. She informed us that she didn't communicate the resolution with her husband which led to the complaint filed.Customer Answer
Date: 11/22/2024
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.
Regards,
**** *****Initial Complaint
Date:09/16/2024
Type: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.
Purchased a ****** hot tub from Watson's in Florence Ky. July notice said hot tub was leaking. Repair booked out far. August 8/13/2024 repair man replaced pump nipple on JP2. Charged 97.52 for "out of zone" milage fee. Last week noticed said hot tub was still losing water. Contacted Watson's. They said they would send someone out with parts and labor fees waived but will not waive "out of zone"milage. This is not my fault that the repairs werent made correctly on the 8/13/2024 visit. This hot tub was purchased new and already having faults and Watson's should make this right.Business Response
Date: 09/18/2024
Dear *** ******,
I hope this message finds you well and I want to express my sincere gratitude for your patience and understanding during the recent resolution of your concern regarding out of zone mileage fees. Your willingness to collaborate with us allowed us to address your concerns effectively. We value your feedback and are committed to providing you with the best service possible.
Thank you again for taking my call and allowing us the opportunity to make things right. We will immediately waive the fee that you incurred due to the lack of adequate communication explaining why and how out of zone mileage fees are applied. If you have any further questions or need assistance, please feel free to reach out.
Best regards,
Wendy K***
Director, Customer Service
Watson's
Customer Answer
Date: 09/20/2024
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.
Regards,
****** ******Initial Complaint
Date:08/15/2024
Type: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.
Plank & Hide model # ******** was purchased from Watson's on 3/27/2023. The patio set came with a warranty that included 36 months for the finish. The table and chairs were kept covered for 5 months during the fall and winter. 14 months after purchase the table developed extensive stains all over the surface from rain water that we could not remove. We went to the Watson's store and filed a claim on approximately 7/16/2024 for the faulty finish. The representative was Adam R****. At that time we were given nothing to indicate we had filed a claim, but were told we would receive a response. After hearing nothing for two weeks we went back to the store and spoke with Mr. R**** again and asked for a receipt to prove that we had filed the claim. He provided us with a printout with the model number and a note that a claim was filed. On 8/15/2024 I received an email from Mr. R**** which stated, "this claim was denied due to being determined as leaving water on the table, causing the finish to discolor. This is not something that is covered under the manufacturer's warranty."Business Response
Date: 08/16/2024
Dear *** *******,
Thank you for chatting with me today. We appreciate you bringing your concerns to our attention via the Better Business Bureau. We take customer feedback seriously and are committed to resolving any issues in a timely and satisfactory manner. We want to assure you that we are dedicated to satisfying your request for a replacement table. Rest assured, that we are actively working on resolving this matter promptly with a replacement delivery by end of next week ( as we discussed). Our goal is to ensure that you are completely satisfied with your experience with us.
Please feel free to reach out to me directly at the number I have provided to you if you have any additional questions or concerns. We value your feedback and appreciate the opportunity to make things right.
Thank you for your understanding and patience as we work to address this issue.
Sincerely,
Wendy B. K***
Director of Customer Service
Customer Answer
Date: 08/22/2024
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.
Regards,
******** *******Initial Complaint
Date:06/19/2024
Type: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.
Two year old upgraded, leather recliner is leaning to one side. When I sit in the recliner, I slide to the lower right corner. When you recline the chair, you can see that it tilts to the right. Watson's sent a repairman on 4/30/2024 and he couldn't find anything mechanically wrong with the chair but said there's a definite lean and he would talk to his supervisor and someone would call me. I haven't heard a word but they charged my credit card $158 for a service call of which I wasn't told about and would like a refund. I have called the service center and left messages, text, emailed and no one has responded. I called the store where I purchased the furniture and they told me they would email the service center and someone would contact me. No one has contacted me. This is extremely frustrating and unacceptable. At this point, I want the recliner replaced.Business Response
Date: 06/21/2024
Dear **** *******
Thank you for bringing this matter to our attention through the BBB. We apologize for any inconvenience you have experienced. We are committed to resolving your issue promptly. Please be assured that we support your request fully. Our team is already looking into the situation and have reached out to you twice today to ensure a satisfactory resolution. We are happy to provide the replacement power recliner per your desired settlement resolution. Please contact me at your earliest convenience, so that we can make arrangements for delivery. I did leave my contact information on your voicemail. I will also follow up again on Monday June 24, 2024 if I have not yet heard back from you. Thank you for the opportunity to make things right.
Sincerely
Wendy K***
Director, Customer Service
Watson's
Initial Complaint
Date:06/13/2024
Type: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.
We purchased a table and chairs from Watson's on 2/10/2024. We looked at a model that was on the floor (last one you take this table and chairs) and could not purchase extra chairs for it so we went with another model where we would get a new table and 6 chairs. The table was delivered and set up by Watson's on 2/20/2024. It is a game table, so they set up with the game table side up. My wife and I wanted to see how easy it was to change it to a dining table, so we turned it over. That is when we saw marks the nylon bumpers had made on the dining side after only being on the table frame for less than an hour. These marks would not wipe or wash off so I would like a new table top or a refund of $500 on the table I paid full price for a used table. The rest of my attempt to get a settlement through Watson's I put in the Word document since I ran out of characters. It is a log I kept.Business Response
Date: 06/18/2024
Dear *** ******,
At Watson's, we strive to provide an exceptional experience for our customers.
After reviewing your BBB submission, we would like to offer a solution to provide you with a new table top. Watson's President, Chris S*****, left a voicemail for you yesterday at 5:46, and outlined our plan to exchange your current table top this week, pending your approval. We would also like to provide you with a $100.00 gift card for future use, as a courtesy for the unexpected delays.
We appreciate your willingness to allow us to address your concerns and improve your experience.
Thank you,
Lizz J*******
Assistant Service Manager
###-###-####
Customer Answer
Date: 06/19/2024
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. I appreciate the time Chris S***** took to call me personally to resolve this matter.
Regards,
****** ******Initial Complaint
Date:03/06/2024
Type: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 a $4000 recliner sectional in February of 2023. Furniture arrived in March. By October 2023, 2 out of the 3 recliners stopped working. Made a call to have the warranty that came with furniture to come look at couch. October 18, service came to my home. Was here for 10 mins said he would order parts and we would receive a phone call. 6 weeks go by and no phone call received. After multiple calls placed to Watson's service we were finally told parts were on back order and should arrive Dec 31. Call placed to service approx jan 13, again no one called us with an update, spoke with manager Anna who promised an update by the end of week. Even gave me her personal number. No phone call received again!!! After a call and left message, Anna finally reached out with the same update on Jan 31, that the order is on back order. It is now March 5 and no update. 5 months with a broken couch and no one seems to care. Even asked to give us a new couch. At this point I want my money back and they can take the couch back. I have never experienced such lack of communication with a company before. It has almost been broken longer than we were able to enjoy it. I will never purchase another item from them again!!Business Response
Date: 03/12/2024
Dear *****
Thank you for taking my call and giving Watson's the opportunity to address your concerns. We take your feedback seriously and there is never an excuse for a lack of communication. We are committed to providing you exceptional service and my job is not finished until you are completely satisfied. I would like to express our sincere apologies that it took so long to get in touch with you. I am pleased that we are now working together towards resolution. As per our discussion, the parts that we are waiting for to arrive should be in house by March 22, 2024 as they are coming from overseas. You and I have discussed next steps that were agreeable to you and if for some reason the parts are further delayed, we will look to issue a full instore credit for your reselection.
Our team is dedicated to meeting and exceeding your expectations and we are committed to continuously improving our services. Your satisfaction is our top priority and we hope to have the opportunity to continue serving you in the future. I look forward to speaking to you again tomorrow and next week as a follow up. If you have any further questions or concerns please don't hesitate to reach out to me directly. Have a great day.
All the best,
Wendy K***
Watsons
Director of Customer Service
Initial Complaint
Date:02/24/2024
Type: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.
We purchased a sectional 1/13/23, $3700. It has a total of 3 mechanical recliners. In October 2023, one of the motors went out. I called service and followed their requests for a video and pictures if the sectional and what was not working. I have sent follow up emails requesting updates with only a couple responses. I have called many times to speak with the service manager, Liz. I am always told she’s away from her desk and will call back with no calls received. I called the end of January and was told the motor was shipped and due to arrive on 1/31/24. I called 2/14/24 and was told it was on back order. I called again 2/22/24 and was promised a call back that day and nothing. We are at almost 5 months of not being able to fully use our furniture. They are not willing to return calls or communicate. We would like to just have the piece swapped out. I can’t even get an answer on that request. It’s beyond ridiculous and unprofessional. At this point, if they can’t fix it or communicate, we want our money back to go elsewhere.Business Response
Date: 02/26/2024
Dear **** *******
We appreciate the opportunity to address your concerns and take your feedback seriously. Thank you for taking my call today so that we could talk through your concerns and work towards a satisfactory resolution. As mentioned in our discussion, the motor mechanism has been on order and we are now waiting for a shipping update of which we hope to get by the end of this week. We strive to provide exceptional service and I will personally be your contact and my job is not complete until you are 100% satisfied with your experience.
I want to further express our sincere apologies for the inconvenience the delay in communication has caused you. As discussed, as a token of our appreciation for your patience and understanding a gift card will be mailed to you. Our team is dedicated to meeting and exceeding our customers expectations and we are committed to continuously improving our services. We value your business and we appreciate the opportunity you have given us to make this right.
Thank you for bringing this matter to our attention. I look forward to talking to you again at the end of the week.
Best regards,
Wendy K***
Watson's
Director of Customer Service
Customer Answer
Date: 02/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.we are currently working together to find a resolution. I feel confident we will be able to resolve this between us. Thank you for your assistance.
Regards,
******** *******
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