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:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 two beds from ******* in ********* in August 2024. I decided to finance my furniture through Zo Financial since thats the service that Baileys use. I was told that there will be no ******** for 90 days on my $1,762 purchase. I was informed that after the 90 mark ******** will be incurred. I paid the $1,762 amount down to $662 before the 90 day ***** I called their customer service number on 3 December (exactly 2 weeks and a day after the 90 day mark) to see if I can pay the remaining balance. I was shocked to hear that my balance remaining was $1,965.91. I asked the customer service *** how could that be possible and asked about why am I paying more than I borrowed. She informed me that she couldnt give me much information on the matter and a statement could only be sent by management. She also said in order to get a statement on their additional charges, it would take ***** hours to get that approved. I was very upset and felt the customer service *************** I feel I was done wrong. I went back to my original contract but couldnt open the file because it was locked by Zo Financials. I still have not heard back from the business or from the manager in reference to the refund I inquired about.

• Initial Complaint

  Date:09/08/2023

  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.

  Company charged me $999.00 twice within two days of each other for the same purchase. When called and asked to refund one of the charges the representative told me there was no record of the first charge which came out of my checking account, and only had records of them charging me the next day on a credit card I initially tried using, but was declined.

  Business Response

  Date: 09/11/2023

  Zo Financial received a notification that an additional payment was processed and conducted an internal review to identify how this occurred. A member of the accounting team has already issued a refund and the consumer has been notified of how long the refund will take to be received. 

• Initial Complaint

  Date:06/26/2023

  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 used Zo Financial to purchase a bed and was told they had a 90 day pay off "deal" and they set me up with bi weekly payments. It was my assumption that those payments added up to the amount owed within 90 days. Toward my last few payments I had called the company and wanted to pay an additional amount on the bed of $100 and was told I could do that. Then my next payment that automatically came out of my account I noticed was a lesser amount than usual. I reached out to the company to make sure there was no error at which time they told me that I had paid into my next payment. I then proceeded to try and get on my account through their website which would not allow me to do so for several weeks. When I did finally get in a noticed a balance that was 3x the amount I had paid for the bed I called the company immediately in shock and was told my 90 day pay off term had ended and now I was in a 12 month payment plan and my $900 was now $2,000. I understand that the 90 day pay off amount was a "deal" but I don't understand how when I agreed to that payoff amount why they set up a payment amount that didn't meet that balance. Also I know their phone lines are recorded and I believe through that alone I would be able to prove that I was given misinformation multiple times about my balance and about paying ahead. I did land on a settlement paying off a slightly less amount however on the companies website it does not show my payments. I do have bank statements to prove they have gone through successfully. I noticed my last scheduled payment never came through. I called the company again to see if there was an error and let them know that their website was still not showing me an accurate balance or payment history. The employee ran my card and said all was good. I called again later in the evening to make sure my payments were set up correctly so that no "late fee" would come down on me. The employee told me that was through supervisors and that was about all he said.

  Business Response

  Date: 06/28/2023

  After receiving the notification of the BBB compliant, we immediately reached out to the consumer. We have reviewed here compliant, identified where our customer service may not have met her expectations, provided her with additional information, reviewed our internal policies and procedures, and the compliant has been resolved favorably for both parties. 

  Customer Answer

  Date: 06/28/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/13/2023

  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 was going to attempt to purchase furniture, but when I seen how much it cost. I changed my mind this furniture company has being taking money out of my account which I never received any merchandise.

  Business Response

  Date: 01/13/2023

  After a review of the account was completed, a refund was issued to the consumer based on an internal investigation that concluded that the retailer the consumer selected was at fault for this error. The consumer was eligible for a refund. The consumer was issued 2 refunds on 1/5/23. The case was closed favorably for the consumer.  

  Customer Answer

  Date: 01/13/2023

   
  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.
  
  Sincerely,
  
  *****************************