ComplaintsforCost Plus World Market

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made two separate orders during a recent promotion. With both of these transactions I used rewards points as well. The way the transaction is applying the rewards and promotional discount is backwards and in direct violation of the promotional details. The Rewards are being applied first, then the promotional 20% discount is being applied to the balance.The promotional details specifically states the 20% discount will be applied to the "sale price" (screenshot provided) - which is not how it's being done. Applying these out of order is shorting my discount by $9 on order #*********** and $9 on order #*********** (total of $18). I've read through the Rewards program as well, and there is no language specifying the order in which rewards are to be used - only that they are applied to "the cart". The cart includes the 20% discount BEFORE the rewards are applied.This is in direct violation to World Market's terms. I've contacted multiple representatives via chat and phone and nobody can point me to language that specifies anything different - only that this is how they "do it". That doesn't cut it.At this point, I'd like not only the $18 refunded to me, but also a substantial discount for the time i've wasted trying to get World Market to abide by the details of their own promotion.

  Business response

  05/29/2024

  Thank you for reaching out and bringing this to our attention. I apologize for any inconvenience you have experienced with the application of rewards points and the promotional discount on your recent orders.
  I understand your frustration regarding how the discounts were applied and appreciate the detailed explanation you've provided. To resolve this issue promptly, I would like to offer a credit of $18 to your latest order. 

  Customer response

  05/30/2024

  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

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 8, 2024 I placed an online order on worldmarket.com for an ********************************* Coffee Table, which cost $347.99 including taxes. I scheduled to have the item delivered to the store for pick-up. The item was on backorder and did not arrive to the store until May 15, 2024, which is the same day I picked it up. The day after I opened the box and found that the table I was sent looked nothing like how it did in store. It was rotting in some areas and had permanent yellow marks on it. I contacted customer support and after submitting all of the required information they told me that they could not send me a replacement and that I would need to go back to the store to get a refund. The store is 35 minutes away from my home without traffic and with traffic it can take up to an hour. Considering it was not my fault that the item was damaged, I expected World Market to ship me a replacement free of charge, but they would not even though it was their fault. I tried to ask for an explanation as to why they could not ship me a replacement, but they refused to even respond to my emails. Absolutely terrible customer service.

  Business response

  05/20/2024

  Unfortunately, we cannot arrange a replacement for the item since it was a Buy Online, Pick Up In-store order and was not shipped, as it came directly from the store's inventory. We can only offer a discount if you choose to keep the item as-is. Otherwise, you will need to return the item to the ****** store where it was picked up. We apologize for the inconvenience.
  
  
  

  Customer response

  05/20/2024

   
  Complaint: 21728467
  
  I am rejecting this response because:

  This is an unacceptable response. The fact of the matter is that it was your mistake for shipping me a damaged item in the first place. You should own up to it and make it right. Obviously your company knows nothing about good customer service. I ordered a new item and picked it up from the store. I held up my end of the deal. You did not. To ask me to waste my time and money to go back to the store to return it because of your mistake is not right. I will never shop at your store again.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 24, 2023, I visited the World Market to purchase a bunch of items. Upon going to the check out I went to access my World Market *** account, to utilize a 15% off offer, but the *** was not working. The cashier spent some time trying to access it on my phone, but to no avail. He even tried his phone and could not access the ***, but he could not. The cashier **** the conclusion (as well as I), that the *** was not working at the time of check out. I have a 15% offer, but I could not use it through the World Market *** when I needed it the most.And so, the next opportunity I had to re-visit the location this year, I approached the managers in the store (they were all teamed up together) and I asked about receiving a credit from my previous transaction. I was told that I had ********************************* order to get a rectification of the situation. However, one of the managers said she would offer me 15% off my transaction while I was in the store. I opted not to. If they were not willing to give me the benefit of the doubt and keep me as a customer, I was not about to continue doing business there! Its not the money that is going to make or break meits the principal.My total (with the 15% discount) should have come to $76.03 + $2.57 in tax, for a grand total of $78.60. I was charged $92.48! The amount I am requesting is $13.88.The individual store in question is:***************************************************************************************

  Business response

  05/13/2024

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

  We do understand your frustration with this situation. While you should've contacted us earlier regarding this incident(via our CS line), we can no longer credit this transaction. However, we can offer you a $30 gift card as a result. Will you accept this offer?

  Customer response

  05/13/2024

  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

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 5/7/24 Paid: ***** to the business online. I went to the world market site to place an order. I used a "free shipping coupon code" that could be redeemed when spending over $49. The items alone were valued at $61 so it should have qualified. However, I did not receive free shipping. I am filing this claim because they false advertised free shipping on online orders, using a code and logging in to my account. I meet all qualifications and yet they still charged for shipping. Less than an hour after placing the order I told them to cancel it and they said that they "would try" but that they were packaging the items. I simply want a refund for the full amount. Thank you Here are the terms of their coupon "To redeem online, use code "WMFS49" Valid at www.worldmarket.com on ground shipping on a purchase of $49 or more before taxes, shipping, and handling."

  Business response

  05/08/2024

  Thank you for bringing this matter to our attention, and I apologize for any frustration this has caused. I've reviewed the promotion you used and understand the confusion. The "Free Shipping On Orders $49+" promotion does indeed have certain restrictions, as outlined in the terms if you click on View Details under the coupon. I'm sorry for any inconvenience caused by the misunderstanding.
  In this case, I've processed a refund for the shipping charges paid, and you should expect to receive the funds within 3-5 business days. If you have any further questions or concerns, please feel free to reach out. We value your feedback and aim to provide the best possible shopping experience for our customers. Thank you for your understanding.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **Case ID:** ******** **Order Number:** #*********** I purchased an outdoor patio set (******* love seat & 2 chairs) that arrived defective with multiple scratches and dirty cushions. It did not appear to be in new condition. Despite promises, customer service hasn't resolved the issue since my purchase on 7/7/2023. It should be noted, Ive incurred additional expenses for a truck rental and assembly. I'm frustrated by the lack of response and the request to cover return costs especially considering the circumstances.

  Business response

  05/02/2024

  Dear ********************,

  As we previously stated, we offered to refund you once you returned the merchandise. You originally stated it arrived dirty and scratched. We confirmed with the store that the item was picked up by a 3rd party delivery service(that you hired) in a box. We also stated that we will not reimburse you for the assembly costs for the #rd party you hired to assemble the items. We have no way to confirm that the damage you reported was not caused by the 3rd party you hired to pick up and assemble the merchandise. 

  Customer response

  05/02/2024

   
  Complaint: 21655419
  
  I am rejecting this response because it has been 10 months since the incident. It's frustrating to see such a dismissive response. This is a clear lack of responsibility on their behalf. The outdoor furniture arrived damaged and defected, not just a few scratches as the World Market representative claims. It is unreasonable to ask me, the customer, to bear the additional cost of shipping and disassembly in order to return the damaged items, especially after already paying for assembly and shipping. It should be noted, that i raised the issue of visible damage on the exterior boxes during the pick-up. However, I was assured that I could contact World Market for a replacement, etc., making it appear as a simple task. That was further from the truth, given that it's been 10 months and no reasonable resolution has been reached.

  
  I would appreciate a resolution that acknowledges the defective product and does not burden me with additional expenses. I should not be responsible for defected/damaged or "less than perfect" ( as World Market claims) products. Furthermore, it should not take 10 months and the involvement of the BBB to get a reasonable resolution. :
  
  Sincerely,
  
  ********************

  Business response

  05/03/2024

  ********************,
  In your original complaint from 4/20/23, you informed us of the damaged item. You also stated that you would not return it and wanted a refund as well. The item left undamaged in a box when it was picked up by the 3rd party that you chose to hire and assemble. At that time, we offered to refund you if you returned it, which you have you have declined. Because the product left our facility in a box and was picked up and assembled by your designated agent, we will not be extending any discounts or refunds for your order.

  Customer response

  05/08/2024

   
  Complaint: 21655419
  

  I respectfully disagree with your assertion that the items could not have been defective. It is unrealistic to expect any manufacture, including World Market, to produce mass products entirely free of defects. To claim there is no possibility of items being packaged without manufacture defects shows a clear lack of accountability on World Market's part. Furthermore, in addition to the items arriving defective, it hasn't even been a year and the furniture is already falling apart and unstable. This further supports my point that the items were defective to begin with. 

  It should be noted that during assembly, the company hired used precaution and assembled the furniture inside the home with protective cloths to avoid any damage. However, the defects found on the furniture throughout the entire set appear to be manufacture defects. I understand slight scratches can be caused by tools, but larger scratches or missing pieces from the wood seem impractical. To deflect and state the sole responsibility is on the customer is unethical & reflects poorly on the business practices of World Market. 

  While World Market offered the opportunity to return the items, it was with the condition that i bear additional cost for shipping and disassembly, which i find unreasonable. I had already paid for shipping and assembly, and asking me to cover additional cost placed a significant financial burden on me as a customer which was communicated to ********************** on several occasions. 

  Lastly, I communicated to ****** on multiple occasions that he was not reading my emails thoroughly to understand and respond to my concerns and requested to speak to someone in management. However, that never occurred, which is why i opted to file a complaint. 

  Sincerely,
  
  ********************

  Business response

  05/09/2024

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

  Your comments were forwarded to upper management and the answer was communicated to you. When we originally offered to arrange pick up and exchange(when it was within our return window) we didn't receive a response. Your response was to inform us that you paid for a truck and assembly. As we stated, we are now outside of our return policy window. 

  Customer response

  05/12/2024

  ******, 
  
  Contrary to your response, I did respond within the return window. However, it took several weeks of unproductive correspondence without a reasonable resolution where it did not involve further expenses & undue hardship. The last correspondence I received from you was on 9/5/23, where I was told that a manager would reach out to me. However, despite my repeated requests to speak to management, my request was not forwarded, as evidenced by the attached communication.
  
  It is important to note that I have consistently sought to resolve this issue in good faith, and I find it concerning that my attempts to escalate the matter to management were not acknowledged or addressed by World Market.
  
  I respectfully request that a member of management from World Market review my claim and acknowledge the miscommunication that has occurred. I remain open to finding a resolution that is satisfactory to both parties.

   

  
  
  Sincerely,
  ********************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an item from the website 2 days ago. It said "Arrives as Early as Sunday 4/28" however there was still not shipping/tracking info today so I called. They informed me that if I had clicked another button (a "?") icon, it would have indicated that it takes 5 or so business days to leave the warehouse, then transfers to a shipping company (but they don't know which one) and then can arrive anytime after that. I had no reason to click on the "?" icon as I didn't need it to arrive faster so 4/28 sounded like a good plan. I was having this delivered to an unmonitored house that I am only at a few times a month and can't have a package sitting in the rain or possibly getting stolen for weeks. I asked to cancel the order and they refused. They said they can "try to reroute it back to their warehouse after it ships" and this works "some of the time." The shipping information on the product and ordering/payment website is extremely misleading, especially since there is not option to cancel the order. Now I am stuck waiting an unknown amount of time to see if it arrives, see if it gets rained on or stolen from the driveway, and will have to pay shipping costs to return it if it is damaged, or just lose the money if it is stolen as it will be sitting in the front for weeks. I am very upset about the misleading website that seems to have been purposefully written deceptively as it appears to be shipping fast like amazon/wayfair but in reality does not ship fast. I am also upset that the **************** people were not able to cancel the order which has not yet shipped or offer any resolution that doesn't involve "wait and see what happens."

  Business response

  04/26/2024

  Hello,

  We do apologize for this unfortunate incident. We will be contacting you to confirm if you still want to cancel(as we show that the item is to be delivered tomorrow).

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My initial complaint against Cost Plus World Market was filed with the BBB on 03/28/2024. I received a reply from a Cost Plus World Market Representative on 04/10/2024 stating that they would be issuing me $20 in rewards into my World Market account to serve as a resolution for the issue which prompted me to file my initial complaint. It is now 04/19/2024 and the $20 in rewards has not been issued to my World Market account nor have I received any further responses/replies from anyone in regards to my initial complaint.

  Business response

  04/22/2024

  I can confirm the reward was issued back on 4/2/24 and expires on 6/1/24. Enclosed screenshot from your account under ID # **********

  Best,

   

   

   

   

   

  Customer response

  04/22/2024

   
  Complaint: 21601265
  
  Yes that was the initial award in the amount of $25 that was added to my rewards account. Due to the extent/nature of my initial complaint, I was offered an additional $20 in rewards. I included a screenshot along with my current complaint that shows the last response that I received from a Representative for my initial complaint that stated that I would be receiving an additional $20 in rewards that would be added to my rewards account. 

  Business response

  04/22/2024

  Added and set to expire on 6/21/24. If you're currently logged into the site, please log out and then log back in to make the reward visible. Once you're on the rewards page, click on "View All."
  
  
  

  Customer response

  04/23/2024

  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.
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two items from the World Market location in *********, ** yesterday 03/27/24 which needed to be returned back to the store. I called ahead to confirm that I would be able to return the items. I was told by the Store Manager that I would be able to return them as a Store Credit. I was completely fine with that. The store location is actually on the other side of town from where I live so I had to travel a pretty far distance back to the store in order to return the items. When I arrived at the store for some reason the Store Manager told me that I wasn't actually going to be able to return the items after all. I reiterated what our conversation was about prior to me returning to the store. They just apologized and said that there was nothing they could do. I called **************** and spoke with a **************** Representative over the phone as well as a Supervisor and they both were unable to help me get this situation resolved because they said that they only deal with online purchases. I called the **************** and I was transferred to a woman named ********************************* who is in charge of Sales. Well I spoke to ********************* and my experience with her was far from professional. She wasn't able to help me resolve my issue either and when I was still trying to speak with her about my issue she simply stated "There is nothing else I can do. Have a good day." and rudely hung up the phone on me. She was very condescending, kept cutting me off and showed complete disinterest in helping me. I am completely disgusted by this entire experience because not only did I waste money, time and gas for even driving back on the other side of town to return items that I was told that I would be able to return prior to me returning back to the store but was also met with the most hideous display of unprofessionalism that I've encountered as a customer for any business! I'm just simply asking for assistance to get this situation resolved and to report *********************!

  Business response

  04/02/2024

  Zana,

   

  We do apologize for this unfortunate incident. We have issued a $25 reward to your WM account as a result.

  Customer response

  04/02/2024

   Complaint: 21500874
  

  I sincerely appreciate you for adding the $25 reward to my World Market account which was able to cover the price of the two items that I purchased but I honestly was expecting to be compensated additionally for the time and gas that I spent driving back to the store which is on the other side of town from where I live originally to return the items but was unsuccessful with doing so due to the store manager changing their mind about accepting my return even though they told me over the phone that they would accept it prior to me returning back to the store. I was also expecting to be compensated additionally for the rude and unprofessional service that I received from *********************. The service that I received from her really affected me in an extremely negative way mentally and emotionally for the rest of that day because I'm not used to receiving that sort of treatment from businesses that I patron.

  Business response

  04/10/2024

  Unfortunately, all we can offer is an additional $20 in rewards.

  Customer response

  04/10/2024

   
  Complaint: 21500874
  
  I will accept your offer of adding an additional $20 in rewards to my rewards account. I sincerely appreciate you for offering this to me. After I receive confirmation that the $20 in rewards has been added to my rewards account, then I will move forward with alerting the BBB to conclude/close this case. Please follow up with me after the reward has been added.
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  World Market offers 20% off purchase today if you apply for their credit card, but there is not way to get the discount. I applied for the card, then tried to find out how to get my discount. I called World Market, they referred me to the CC company. I called the CC company, they said approval takes 7-10 days. I called World Market back, they said the CC company should have sent me a code and referred me back to the CC company. I called the CC company and they said they don't do that, discounts were World Markets thing, not theirs. World Markets Q & A Can I use my World Market Credit Card on the same day that I apply?Yes! Upon approval, you will be issued a temporary card number for immediate use which carries a limit of up to $2000 and is only valid for 14 days but can be used to make a World Market purchase. To make a purchase using your temporary card:Of course there is no instant approval, so this is deceptive. There is not a 20% discount for applying for their card. Approval takes 7-14 days. I want World Market to stop this deceptive practice to get people to apply for their card. I expect my 822 credit score to now go down because I applied for credit that I could not use the same day as they advertise.

  Business response

  04/08/2024

  This customer was contacted directly after they submitted some site feedback back on our site on 3/27/24, we responded to the customers concerns on 3/29/24. 

  Customer response

  04/09/2024

  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

  03/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  World Market website states you will receive an annual Birthday coupon/reward. I have not received this in quite some time.I called customer service this morning and spoke with ******** (sp?) and was troubled with my interaction. She confirmed I had not been receiving the annual birthday email coupons/rewards per her system. She confirmed my rewards account was active, but advised I needed to be regularly purchasing items in order for my account to be eligible. I was hoping to make several purchases for my birthday (3/30) but after this interaction with her, I don't believe I will. She was one of the most unhelpful people I've ever experienced in customer service. At one point I actually told her, "I'm sorry I'm bothering you with this phone call." A simple solution would have been to provide me with the coupon as promoted on the website, but instead I was asked "What do you want me to do about this?"

  Business response

  03/25/2024

  Dear *****,

  Thank you for bringing this to our attention. We will be pulling the call and also be issuing you a $25 dollar reward and a birthday reward to your account

  Customer response

  03/25/2024

  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 for taking the time to respond. 
  
  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. ↩