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:07/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ** stand from Walker Edison earlier in this month, and I have yet to receive it. The ** stand was supposed to ship out within 72 hours, though, its been far beyond that I have tried on multiple occasions to contact someone from customer service, but have been unsuccessful at one point I waited three hours on the phone, just to be disconnected somehow. I have emailed them several times, left comments on their Instagram account, and direct message them on Instagram. They have received many comments on Instagram posts with customers voicing their concerns with orders being charged and not being fulfilled. today I checked back on their Instagram account, and they have since deleted all comments and have yet to respond to my direct message.

  Business Response

  Date: 08/02/2023

  Hello *****,

  Thank you for making us aware of this situation.

  Looking into this, the item you ordered was listed as a backordered item with an estimated in stock date of 07/07/23.

  The item was received by our warehouse later than expected and had to go through quality checks.

  Your order, 32753, has shipped via ***** tracking 687107383581 and was delivered on 07/31/23.

  Please let us know if you have any other questions.

  Thanks!

• Initial Complaint

  Date:07/27/2023

  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 have tried on multiple occasions and platforms to resolve a matter and have gotten no response. I have filled out multiple general and parts replacement request and called numerous times with no resolution. I purchased 2 outdoor sets in Aug 2023 through ********** but was missing a part. It took at least 10 calls and 2 online requests to both ********** and Walker Edison to resolve that matter , but was ultimately told I had to go through the manufacturer Walker Edison, and finally received the part,. By that time, it was did not make sense to assemble the pieces as the season was almost over. I hired a ********** contractor recently to assemble the furniture and found 2 broken chairs and a table top that is missing sections of stain. I have tried numerous times to call and put in a new parts request on 6-10-23 and again on 7-19-23, along with emails to customer service. . I have not received a response. Every time I call, it does not allow me to speak to a service representative.

  Business Response

  Date: 08/02/2023

  Hello ********,

  Thank you for bringing this to our attention.

  We have sent you an email asking for additional information.

  We apologize that we did not respond to the earlier emails that you sent.

  Our system sent a response asking you to fill out a replacement part request and marked them as solved, since no replacement part request was filled out we were not aware of the emails.

  Once we get the additional information that we have asked for we can move forward with a resolution.

  Thank you,

  Walker Edison

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two nightstands June 9th. I went to assemble them and they were missing parts. The first nightstand was missing 2 parts, the next nightstand was missing 10 (all the parts for the drawers). I was a little disappointed, but once I found the replacement part request online, I was able to easily fill it out and was hopefully I'd be contacted soon to coordinate replacement parts.I submitted the replacement request June 9th. I followed up on June 17th as I hadn't received a response in the initial **** days of my request. On June 21st I called customer service. On the call, I was told that the parts were all out of stock. I understood and asked for more information on how to return the furniture. I wasn't given any guidance on how to coordinate a return or how to be refunded for my order. Instead the representative continued to explain that they did not have the parts in stock and my only option was to return it. I decided to end the call and plan to call back later or email for more support. I was very disappointed in the lack of communication, resources, and guidance from Walker Edison. This was my first time purchasing furniture from them, and was very disappointed.

  Business Response

  Date: 06/21/2023

  Hello ********,

  Thank you for reaching out to us here.

  We apologize that the nightstands that you ordered were missing parts.

  Looking at the order information you sent us you ordered the nightstands from Wayfair, since you did not order them directly from us we are not able to offer a refund or full unit replacement.

  Due to the agreement that we have with Wayfair we have to refer any customer of theirs who is needing replacement parts that we do not have available back to them to get the issue taken care of.

  If Wayfair is requiring you to return the nightstands, we do not have the ability to change that requirement.

  We apologize for the inconvenience.

  Thank you,

  Walker Edison

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was able to contact ******* and they were very helpful in solving the matter. They promptly sent me replacement nightstands, both of which had all parts, which resolved the issue. Thank you for your response and understanding! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered TV stand on 5/29 for $195 and received confirmation order email- order number is #*****. Email states "please allow up to 72 hours for your tracking number to update with the carrier's estimated delivery date. If you don't see movement on your shipment by then, feel free to reach out to us!" Waited almost one week with no information, and sent a follow up email asking for an estimated arrival date because I am moving and need my apartment to know of large packages. Email was sent on 06/04, and the auto-generated response states "Please note it may take **** days for us to get to your request." After 10 days of no response, I sent another email asking for an update or if I can cancel it on 06/14. Still no response from the company, there is no update on my order, nor do I have an estimated shipping date or tracking info. I am considering disputing the charge with my bank. My desire is to cancel the order, but I cannot reach them at all.

  Business Response

  Date: 06/20/2023

  Hello ****,

  Thank you for reaching out to us.

  We apologize for the delayed response to your email, we are currently working through a backlog of requests as quickly as possible.

  The item you have purchased is currently on backorder as the listing on our site states.

  The estimated ship date for the item is 07/17/23.

  We apologize for the confusion.

  We have also sent you this information via email.

  Please respond to us by email if you have any further questions.

  Thank you,

  Walker Edison

• Initial Complaint

  Date:05/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in advance for a dresser drawer through Best Buy. The amount was almost $400. The payment was made at the beginning of May. It was supposed to arrive a week and a half later after contacting Best Buy. They told us that walker Edison the supplier located in **** never gave the item to **** When I contacted the company, they said that the item was lost in transit, and that we needed to make a duplicate order, so a duplicate order was made the order which is the second made for the same item was supposed to arrive on the 19th of this month and after speaking to ******* a supervisor as well as another employee by the name of *********, neither were able to tell us why the order that we paid in advance through the Best Buy platform has still not arrived . The vendor walker Edison is using a very large platform like Best Buy to have orders placed. However, these orders are never received by the customers, even after making two separate orders on the same item. Again this item was paid in advance. Best Buy gave us the vendor information and after speaking to the vendor personally, the item has still not arrived, and again they are getting paid in advance for items which are never being received this must be stopped asap!

  Business Response

  Date: 05/22/2023

  Hi Nisan,

  Thank you for bringing this to our attention. Looking into this we have done everything in our power to get the order shipped.

  Once orders are placed through our retailers, they are shipped by our warehouses.

  Orders do not get a tracking number until they leave our warehouses and we can confidently state that both orders placed through Best Buy were shipped by our warehouse teams.

  Packages do sometimes get lost by our carriers and we apologize that you are experiencing this issue.

  We encourage you to work with Best Buy to get a replacement order placed as they are the retailer you purchased through.

  We apologize for this inconvenience.

  Thank you,

  Walker Edison

• Initial Complaint

  Date:04/05/2023

  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 was overcharged. They admitted this to me in email almost immediately and said they were refund me. They did not. They have promised me several times they were going to refund me but never have. They are scamming me and I'm exhausted of it. This is month five of me trying to get a refund. They ignore any emails they don't like, but if you put in a request about other topics, you get a reply almost immediately. They are absolutely scamming and I don't use that word lightly. I'd never do business with them again and quite frankly, I'd return the product if I could. It was awful quality and at this point I want nothing to do with them. Awful company through and through.

  Business Response

  Date: 04/18/2023

  Hi! Thank you for sending your review.

  Looking into this it appears that you reached out to us asking for a price match after an item you purchased went on sale after your order went through.

  We did attempt to refund the order, but we were not able to due to a chargeback you had filed with Paypal.

  We asked that you cancel the chargeback and let us know when it was done so that we could refund the price match.

  If you could let us know once that is done, we can get this taken care of for you.

  Thanks!

  Walker Edison

• Initial Complaint

  Date:02/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I also am having major problems with Walker Edison. They promise to send new dresser but it never appears. No Communication. ******** tells me something in email and never delivers. It appears I am out of options since no one will communicate. Unacceptable behavior

  Business Response

  Date: 02/24/2023

  Hello,

  Thank you for reaching out and providing that information. We have provided a resolution to this matter. Please feel free to reply to the original email thread if you are needing anything else. Thank you! 

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a Walker Edison dresser last year and it broke about 3 days after I installed it. I requested a replacement (which they denied) and requested spare parts. They said they would get me spare parts and have completely fumbled on doing so for over 6 months. I still have not received and spare parts and they apparently have no plans of stocking or delivering me spare parts. Incredibly frustrating, will never buy from them again and would recommend anyone interested in their products look elsewhere.

  Business Response

  Date: 02/24/2023

  Hello, 

  Thank you for reaching out. At this time we have offered you a resolution on this matter and have been working with you on your warranty claim. Please feel free to follow up with any additional questions or concerns tied to your email on ticket# 556795. Thank you! 

• Initial Complaint

  Date:02/12/2023

  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.

  After ordering a tv stand from Walker Edison on November 30, 2022 and receiving it on December 9, 2022, I emailed Walker Edison's service and support email addresses initially on December 21, 2022 because one of the legs had arrived completely broken and we are unable to fully assemble our unit.I subsequently emailed the company on January 4th and again on January 16th, before finally getting a response on January 30th, from a customer service rep who said they had no replacement parts but a replacement unit could be sent to me. I responded to their email on the same day (January 30th) and said yes a replacement unit would be great. I have sent follow-up emails on February 2, February 6th, and February 9th inquiring about whether they are sending a replacement unit, and I have not received any additional responses, nor any confirmation of a replacement unit being shipped. It is now February 12th, which is two weeks since Walker Edison offered to send a replacement unit, and almost eight weeks since I initially reached out to them for service. These response times are absolutely unsatisfactory and I am still waiting for a resolution to my issue. I have also called their customer service phone number several times (during business hours) throughout this period and nobody has ever answered their phone.

  Business Response

  Date: 02/24/2023

  Hello,

  Thank you for reaching out and our sincerest apologies for the delayed reply. At this time we have followed up on your request and have provided a resolution on this matter. If you are needing anything else please make sure to reply to the existing email thread. Thank you! 

• Initial Complaint

  Date:02/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Placed original order on 11/21/22 * Contacted them on 1/16/23 about broken piece of entertainment center I ordered, received automated response that I'd be contacted in **** days * Called company on 2/6/23 - not taking calls, automated message to go to website to chat with someone * Went to website, no person their either, automated response told me to put "another" request in for the part, received another automated response that I'd receive contact in **** days * There is nowhere to talk to a person, no one apparently responding to requests, I'd like the part or my money back Order #************* Inquiry #******

  Business Response

  Date: 02/10/2023

  Hello,

  Thank you for reaching out and our sincerest apologies for the delayed reply. It does look like we have gotten to your request at this time and have provided a resolution on this matter. Please feel free to reply to the email thread if you are needing anything else. Thank you!