This business is not BBB accredited.
Ballard Designs Outlet
Phone: (513) 603-1333 8939 Union Centre Blvd, West Chester, OH 45069
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This company offers home furnishings and accessories.
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Ballard Designs Outlet include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMs. Kim Spalvis, Customer Sales & Service Manager
Furniture - Retail Beds - Retail
This report pertains only to the firm's retail outlet located in West Chester, OH. Inquiries and complaints regarding catalog or website orders should be directed to the Atlanta, GA BBB where the company is headquartered. Information may be available online at www.bbb.org.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
THIS LOCATION IS NOT BBB ACCREDITED
8939 Union Centre Blvd
West Chester, OH 45069 (513) 603-1333 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: 12/22/15, I placed an order for ******* Serving Table in Graywash. Last week, I decided to track the order to determine why the table wasn't received yet. The status update indicated that the order had been cancelled by the customer. Neither myself or my interior designer cancelled the order. The customer service representative was apologetic and indicated that they would honor the original amount charged (it was placed when the company was running a special). That amount--according to the tracking link provided by Ballard Designs was $560.18. When I called to replace the order the pricing was ~$618. The representative indicated that this is the only record that they have of price of table on my order. I was encouraged to reach out to a product specialist. I sent the product specialist a snapshot of the status update I received with the original amount. The Product specialist responded 01/11/16 apologizing and indicating that they would honor the original amount of the order. She provided a new order number and told me to call in the payment. When I called in to pay for the table Jan 12, 2016. The amount was still $618. Somehow there is a discrepancy in their accounting system. What they are sending out to their customers is not matching the amount(s) that they have in their internal records. This is an unethical business practice to say the least. I provided my credit card information to replace the order today, however, I want my bill adjusted and want it to reflect the pricing displayed in the e-mail I received for the original order last month. If you need me to provide a snapshot of what I received, I am able to do so. Thank you for your time.
Desired Settlement: I have record (screenshot) of the original pricing of the table when it was ordered in December. I would like that price honored. The grand total for the original order was $560.18.
Business Response: The first order's total of $560.18 did not include the $40 Truck fee for delivery. The 2nd order total is $600.18, not $618.00. When the order ships we will credit the $40.00 fee, which will then be the requested order total of $560.18. Total Product $ 509.25 Sales Tax .00 THRESHOLD 90.93 Total for order is 600.18
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
It would have been helpful to have this explained to me at the point of service. I spoke with 4 customer representatives and no one could figure out what the discrepancy was. Also communicated with a product specialist. Too many layers to go through with no one knowing how to resolve it.
I would encourage you, Ballard Designs, to look at your internal processes to ensure that the information that is sent to the customer reflects the true cost. As mentioned previously, the tracking information that I received--on the original order--did not include all of the information. I have attached a screenshot of it for your review.
Better training of representatives on how to problem solve these types of issues will be critical to securing great customer and a good reputation.
|12/1/2015||Problems with Product/Service|
Customer Reviews Summary