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:07/18/2025

  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 ordered two rugs on July 1st from Bed bath and beyond. Neither of them turned up so I filed with Extend. That was fine, I was approved and they gave me a preloaded card for the same amount. The problem becomes I try to purchase - the same rugs same exact amount and nothing -- its declined. I was given troubleshooting tips that didnt help but one of the tips was to contact the merchant. The merchant said to retry in an hour or two for the system to refresh and it still declines. I am unsure what the point is of buying the purchase protection if they both point at each other for trouble shooting tips. Which, believe me I have followed. unhelpful and a waste of money overall.

  

  Business Response

  Date: 07/24/2025

  We appreciate Ms. **** taking the time to share her feedback. While we havent been successful in connecting with her despite multiple outreach efforts, we want to reassure her that were here and ready to help however we can. Our goal is always to provide a supportive and responsive experience, and wed welcome the opportunity to assist further. Ms. **** is encouraged to reach out to us directly at ********************************** or by calling ************.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23622754
  
  I am rejecting this response because:they only call so they can give trouble shooting advice theyve already listed on email all the advice but called so it showed they made effort. ************ that will literally never give you your money back. 
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 07/25/2025

  We appreciate Ms. ***** feedback and regret that our repeated efforts to reconnect and gather further details have been unsuccessful.
  In keeping with our commitment to transparency and support throughout the claims process, and as a gesture of goodwill, we are proceeding with canceling the contract and issuing a full refund. Should Ms. **** wish to resume contact, we remain ready to assist.
  
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23622754
  
  I am rejecting this response because:

  please send my refund confirmation through email if this is the case, thank you 
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 07/29/2025

  Thank you for the opportunity to provide support. We are pleased to confirm that a full refund for Ms. ***** plan was processed on Friday, July 25th, and reissued on Tuesday, July 29th via email. Should Ms. **** choose to reconnect, we remain fully available to offer any further assistance she may require.

• Initial Complaint

  Date:07/13/2025

  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.

  Im reaching out regarding an order I placed through Adorama that was marked as delivered by **** However, after checking with my leasing office, there is no record of a *** delivery to the mailroom or package room on the reported date, and I have not received the package.I also contacted the protection provider, Extended, but unfortunately, my claim was denied. At this point, Im unsure how to proceed and would greatly appreciate your ************* kindly requesting either a replacement for the missing item or a refundwhichever is feasible.Thank you for your time and support. I look forward to your prompt resolution of this matter.

  

  Business Response

  Date: 07/15/2025

  We appreciate the opportunity to connect with Mr. ***** and review the details of his plans coverage, including important information about when he would be eligible to file a claim. We are committed to ensuring he feels confident and informed about his protection plan and welcome him to reach out should he need further assistance.  

• Initial Complaint

  Date:07/08/2025

  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.

  Chose to extend the package protection. Item was not received. They gave me a credit card for an amount that can only be used on BB&B website, but when I go to purchase the item, the total exceeds the amount on the credit card. Therefore, I cannot use the gift card to repurchase. They will not look up the amount I am quoting to see that the card they gave me doesn't cover the actual cost of replacement. I cannot use 2 types of payment on BB&B website, so basically the credit card to "reimburse me" so I can replace the lost item is USELESS.

  

  Business Response

  Date: 07/10/2025

  We appreciate Ms. ********* contacting us regarding this matter. We have since engaged in a direct discussion with her, during which we clarified the reasons for the initial card decline and presented an alternative resolution. We remain available to provide any further assistance or answer additional questions Ms. ********* may have.

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:07/01/2025

  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 dining room table from ****** furniture on August 19, 2024. I also purchased a 5-year extended warranty which is provided by Extend. My table chipped so I filed a claim (June 2025) with Extend. They have used every reason in the book to deny my claim as well as given me the run around. They have repeatedly told ****** Furniture that they would approve the claim. They have also told me "just resubmit and we'll approve it" on multiple occasions. They're warranty is a complete scam!

  

  Business Response

  Date: 07/09/2025

  We thank Ms. ****** for her feedback and genuinely apologize for the frustration she experienced. We take her comments seriously and are using them to improve our service. We've connected with Ms. ****** to confirm her requested contract cancellations and to ensure her satisfaction with this outcome. If theres anything else Extend can do to help, we welcome Ms. ****** to reach out.

• Initial Complaint

  Date:06/24/2025

  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 am filing a complaint against Extend for failing to honor a 5-year protection plan I purchased through ****** Furniture on May 5, 2024, for $459.99. Just over a year later, one side of the loveseat experienced full cushion collapse a failure clearly within the advertised coverage.Ashleys website promotes this plan with: Relax and protect your furniture in case of accidental damage with Extend, including coverage for stains, accidental damage, and professional in-home service and ***air.When I filed a claim, I was told by an Extend *** to just pick a date. I followed instructions, but my claim was immediately denied for choosing the wrong date, and the system locked me out.After multiple calls and escalation, I was allowed to refile. I submitted all requested photos promptly. Yet hours later, my claim was denied again with no inspection citing loss of foam resiliency, a vague term buried in policy fine print. However, the actual policy I received includes coverage for this type of structural failure.Extends claim handling was obstructive, inconsistent, and contrary to the protection advertised at the point of sale.According to the BBB of California, Extend has received 65 complaints in the past 3 years and 50 in the last 12 months, reflecting a broader pattern of poor service.I request that Extend honor the plan I paid for and ***air or ***lace the damaged section of the loveseat. I also ask the BBB to investigate whether Extends practices reflect deceptive or unfair business conduct.Additionally, I believe Extend's claim process is designed to discourage valid requests. Customers are sold peace of mind but are met with loopholes, vague denials, and no accountability. I urge a formal review of how these plans are administered both by Extend and its retail partners.Their failure to deliver on the advertised terms not only violates trust it undermines the purpose of purchasing extended coverage in the first place.

  

  Business Response

  Date: 07/02/2025

  We appreciate Mr. ******* bringing his concerns to our attention and the opportunity to revisit his claim. While the information provided appears to align with exclusions outlined in his policy, we are conducting a follow-up review in response to his inquiry. We will provide an update once the review is complete and remain available to assist with any further questions or support he may need.

  Customer Answer

  Date: 07/04/2025

  Consumer Rebuttal to BBB Complaint ID ********
  
  Status:NOT Resolved
  
  I do not accept the businesss response.
  
  The reply from Extend is vague, noncommittal, and does not address the central issues I raised. My concerns are not about simply "revisiting" my claim they are about the systemic flaws and misleading nature of the warranty itself, which Extend continues to avoid.
  
  Here are the key issues:
  
  Deceptive Warranty Practices:
  The warranty sold to me by ****** Furniture and backed by Extend was marketed as comprehensive protection giving the impression that normal damage to a power reclining loveseat would be covered.
  
  However, the actual policy provided after purchase is filled with exclusions, including normal wear and tear, which renders the coverage practically meaningless. A power recliner purchased in May 2024 should not be deteriorating within months and calling that "normal" is unacceptable.
  
  Biased Claims Process:
  When I initially filed the claim, I was told it was denied due to wear and tear. After I escalated the complaint, Extend agreed to send a technician but only to confirm their original denial, not to evaluate the claim objectively. In writing, Extend even stated that the inspection would serve only to verify the accuracy of our initial assessment. This clearly reflects prejudice, not an open-minded investigation.
  
  No Offer of Resolution:
  Extends BBB response does not provide a path to resolution, nor does it address the central demand I raised a full refund of the ~$500 warranty, which I now consider a defective and misrepresented product. The terms and limitations of the policy were not made clear at the time of purchase and do not deliver meaningful consumer protection.
  
  At this point, I request:
  #1. That Extend refund the full amount I paid for the warranty, due to its lack of actual value and the deceptive nature of how it was presented.
  #2. That BBB close this complaint as not resolved, so it remains publicly visible for other consumers to review.
  
  Respectfully,
  Dr. ***** A. *******
  ******************, **

  

  Business Response

  Date: 07/11/2025

  We appreciate the opportunity to look into Mr. Johnson's concerns. At Mr. Johnson's request, we arranged for a professional assessment of his product to determine whether the issue would be covered under his Extend Product Protection plan. The technician determined that the foam loss was not due to any issue that would be covered under Mr. ********* plan. However, as a goodwill gesture toward Mr. *******, we added polyfill to the backrest as a courtesy which would not be counted toward his plan's limitation of liability. We have separately reached out to Mr. ******* to determine whether he would like to keep his plan or cancel it for a full refund.

  
  

  Customer Answer

  Date: 07/17/2025

  Dear Shyan,

   

  Thank you for your message. I have reviewed the businesss response to my complaint.

   

  To clarify, I do not consider their response satisfactory. The issue with my product remains unresolved, and the actions taken by the technician were wholly inadequate.

   

  Specifically, the technician did not add any polyfill or perform any meaningful repair. He simply opened the back of the seat, punched the material downward, and declared the issue resolved. This did nothing to address the structural deterioration or the loss of comfort and support that prompted the original service request.

   

  Furthermore, the companys offer to cancel the plan for a refund does not constitute a true resolution particularly as it sidesteps accountability for denying the original claim and leaves the damaged furniture uncorrected.

   

  For these reasons, I am requesting that the BBB continue to keep this complaint open, as the matter is not resolved.

   

  Thank you for your continued attention and support.

   

  Sincerely,

  ***** A. *******

  

  Business Response

  Date: 07/22/2025

  Dr. ******* emailed us directly on July 13, 2025 requesting a full refund for his Extend Product Protection plan.  On July 15, 2025, we asked him to confirm whether he would like to proceed with a full refund, as this would mean that his Extend Product Protection plan would be cancelled.  Dr. ******* replied the same day to inform us that he expected "the refund to be issued and mailed by July 26, 2025" and that "no further authorization or reply is required" on his part.  In accordance with Dr. ********* specific, direct request to us, we sent him a full refund of his plan on July 18, 2025 via overnight mail and have cancelled his plan.
  
  We understand that Dr. ******* is now saying that a full refund does not solve his complaint.  Unfortunately, Dr. ******* did not have a valid, covered claim.  Therefore, as a courtesy, we provided him a full refund, and we have confirmed that he deposited the refund check on July 21, 2025.  We believe that this is more than an equitable resolution and that this matter should be considered resolved.

  Customer Answer

  Date: 07/25/2025

  RESPONSE TO BUSINESS STATEMENT (BBB Complaint ID *********

   

  While I confirm that I received and deposited the refund from Extend on July 21, 2025, I do not consider this matter fully resolved.

   

  The refund merely addresses the financial loss I experienced as a result of Extend's failure to honor its product protection plan.

   

  However, the larger issuewhich extends beyond my individual caseis the companys misleading business practices, lack of transparency, and denial of clearly legitimate warranty claims until external pressure was applied.

   

  In my situation, Extend repeatedly:

           Delayed communication and support responses,

           Denied my repair request for damages explicitly covered in the plan description,

           Avoided accountability until I escalated through the Better Business Bureau and other consumer protection channels.

   

  The refund was not issued out of proactive customer service, but only after weeks of documented misdirection and resistance.

   

  I am requesting that the Better Business Bureau conduct a broader investigation into Extends warranty practices. My case is not isolated many other consumers report similar patterns of refund denial, vague policy language, and intentional delay tactics that are deeply concerning.

   

  Thank you for your attention to this matter and for continuing to uphold fair business practices in our consumer system.

   

  Sincerely,
  Dr. ***** A. *******

   

   

  ***** *******
  *****************************************************************
  

• Initial Complaint

  Date:06/16/2025

  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 am trying to use the insurance that I paid for to get my Oura *** 3 ring fixed. My plan is good until 11/2026. I tried filing a claim on 6/10 but the ** only lets you pick one thing so the claim was denied. I attempted again like I was told via email by extend customer service under battery versus external issues. It was denied. I tried again and it was denied. I reached out again to extend after reviewing the details of coverage. On 6/13/25 I was instructed to wait an additional 24 hours then re-file the claim. I refiled the claim for the rings battery not holding a charge today on 6/16/25 and it was denied again! Basically they keep denying something that IS covered when I paid for this service incase something like this happened. Ive been dealing with the ring not holding a charge like it should since 6/5/25.

  

  Business Response

  Date: 06/24/2025

  We sincerely appreciate Ms. ******** feedback and apologize for the frustration she experienced throughout this process. We're happy to confirm we've successfully provided Ms. ****** with a solution for her Oura Ring. We understand the importance of a smooth claims experience and welcome Ms. ****** to reach out to us directly should she require any further assistance.

• Initial Complaint

  Date:06/13/2025

  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 the vanity and sink April 27, 2025.Arrived as expected. Assembled the vanity. When the plumber came to set the sink and faucets, he noticed that the sink basin had a hairline crack. We did not see this upon opening the box. The warranty states that hard surfaces that crack or break are covered. They refused because they stated it was cracked during shipping. Truthfully, we do not know the exact time that it may have cracked.We had to have a sink, so went to a local store and bought a sink top for $157.00. We would like a refund only for this amount, not for the entire piece, vanity and sink..

  

  Business Response

  Date: 06/20/2025

  We appreciate Ms. ********* feedback regarding her recent experience. We understand her concern regarding the crack in her vanity sink and the subsequent purchase of a replacement. We're pleased to confirm that we've been in direct contact with Ms. ******** clarified the different coverage types she has, and have successfully filed a claim on her behalf under the appropriate plan. We worked with her to achieve a satisfactory resolution, as we are committed to providing excellent service.

• Initial Complaint

  Date:06/12/2025

  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 was tricked into purchasing this package protection from ******* selling EXTEND. But thankfully I had purchased, or so I thought. The package was marked as delivered, only it was not there, at my house when the other packages that day and mail were brought inside. I have tried serval times to submit my claim and I get ignored or denied and told re submit the claim, but nothing ever works. I am very frustrated and no one is helpful, the whole point to have package insurance is to have the insurance company actuallly help you out when something bad happens. I reported it correctly, as stolen on June 2nd but it was denied because they said I had to wait 6 days before reporting a missing package, after 6 days, when I try to report it and file a claim, this option was still locked, so I had to wait another 4 days before I could actually re-try. all the while I sent question through their messaging system, to no avail. Next, when I was able to file again, as instructed, I accidentally hit package never arrived, instead of package stole, and it would not let me correct that, so I continued to re-write everything in the explain what happened box, where I clearly stated, it was suspected as stolen. Days later, I get denied again, saying that they believe it was stolen and missed file, that I would be able to re-submit the claim and try again. Only guess what, its looked out and will not allow me to do so at this time.

  

  Business Response

  Date: 06/20/2025

  We extend our sincere appreciation to Ms. ******* for sharing her concerns and for the time she took to discuss her experience with us. Her valuable insights are truly instrumental in our continuous efforts to enhance our services and better meet the needs of all our valued customers. We're pleased to confirm that we've been in touch with Ms. ******* and are just awaiting one final piece of information to successfully complete her claim. Ensuring her satisfaction is always our top priority, and we are committed to providing excellent service.

• Initial Complaint

  Date:06/11/2025

  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.

  Dock Pro Machine Order # ****** - Purchased August 31, 2022 with 3 year Extend Protection Plan with Accident Coverage. Item within warranty and now leaking and inoperable. Claim placed & multiple emails responded to per process. **************** called regarding question with claim, placed on long hold in which manager approved claim and I was told that I would receive payment for replacement within ***** hrs. Proceeded to receive shipping label with "bill sender" on it. Additional agent called and informed me that supervisor was incorrect and now I would need to ship item back to Extend . Extend claims "no sweat repairs or replacements in case of failure or accidental damage, including spills, breaks, drops, and more.", "Fast resolutions-Whether its a replacement or repair, well get you back to your product in no time.", and Zero deductible "After the purchase of your Extend protection, you wont experience any hidden fees." This couldn't be further from the ******** place within the terms/agreement of my contract does it state that I would be responsible for payment of shipping to company. This is a very large item and will be very expensive to ship. Multiple labels all of which say "bill sender" have been sent to me despite me bringing this to the attention of the agent. I have been informed that this process while it appears will result in a gift card being issued will now take weeks as the product will be shipped to extend who will ship it to the manufacturer and then a decision can be made. From there, I am to wait to receive the resolution and potentially have to reorder the product myself resulting in significant time without the product. This is a $1700 item that is meant to keep the bed cool during summer months. I live in ******* and it's June. I will now be without the product for a long period of time with no resolution. This is against the term/agreement of the contract.

  

  Business Response

  Date: 06/18/2025

  We thank Ms. *** for reaching out and sincerely apologize for the confusion she experienced with her recent claim. We understand how important quick, clear resolutions are for our valued customers, and we're actively using her feedback to ensure seamless experiences going forward. We've been in contact with Ms. *** and are pleased to confirm that we've successfully provided a resolution. We appreciate her understanding and are fully committed to her satisfaction with our service.

  Customer Answer

  Date: 06/19/2025

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

• Initial Complaint

  Date:06/11/2025

  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.

  In December of 2024 I put in a claim to clean my couch cushions and sent pictures. Made an additional claim which was then combined into one claim to include the entire couch. Over the course of 7 months I was sent cleaning supplies that didn't work and a technician that despite their best efforts they weren't able to get out the stains. I sent in multiple times after pictures of couch so it could be escalated to an even better cleaning, casing replacement or credit for replacement at the place of purchase, Ashley ********** Upon following up via email I was lied to by customer service where they said my coverage was cancelled even though my coverage was still valid. I found out they cancelled my claim after I requested for escalation, since they claimed that it was repair which I said it wasn't. I called and they said they only cover cleaning and to reach out to ****** ********** I reached out to ****** to confirm that and they stated that since I purchased coverage that Extend in liable for cleaning, replacement, or monetary compensation for replacement if the cleaning wasn't done to the customer's satisfaction. I called ******************** back and they said it was cancelled even though the repair was complete from my perspective and that I needed to speak to someone in leadership to get this resolved so it would stop wasting both sides time.

  

  Business Response

  Date: 06/16/2025

  We thank Mr. ********* for his valuable feedback and sincerely apologize for the frustration he encountered. We value his input immensely and are leveraging his experience to enhance our service moving forward. We have since connected with Mr. ********* to resolve his claims and to ensure his satisfaction. We thank Mr. ********* for trusting us to care for his claim.