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:09/16/2025

  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.

  My package was lost , I filed the claim right away, Extend denied it due to claims can be filed only 5 business days after reported loss of package. I waited 5 days and filed the claim again . I made several phone calls to Extend how to file and resolution time. I was assured I just need to wait for my claim been processed . I just found out the claim was denied due to missing police report. Not even once they mentioned I needed to file the police report.

  

  Business Response

  Date: 09/19/2025

  We appreciate Ms. ***** for sharing her concerns. After connecting with her directly, we were able to provide a resolution consistent with her coverage. Were pleased this outcome met her needs and value the constructive feedback she shared throughout the process.

• Initial Complaint

  Date:09/11/2025

  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.

  Filed a claim for missing pillows in an order. They immediately denied it as soon as I hit submit. All correspondence after was nothing but excuses and messages telling me to reach out to the company.

  

  Business Response

  Date: 09/17/2025

  We appreciate ********************** for making us aware of their concerns. After connecting with Mrs. ******* directly, we were able to provide a resolution aligned with her coverage. We are pleased that this outcome addressed her needs and value the feedback she provided throughout this process.

• Initial Complaint

  Date:09/10/2025

  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.

  Hello, I still have not received my order I paid for extend shipping insurance.. the agent said 5 days and then they told me I had to wait 6 business days.. instead, also they are supposed to be part of the same order as well so it is confusing as to why I was delayed Please help this is regarding the order from ******** contract id that are part of the same order that were split into two for some reason 8c572854-6190-4c66-b9f1-fa950b963c6c 82ee406c-bc61-4b56-bc9e-2fd5546747c3 Please get back to me as soon as possible regarding this issue Pleasey

  

  Business Response

  Date: 09/15/2025

  We appreciate Ms. ***** taking the time to reach out to us.
  Following a careful review of her account, we found that the claims submitted do not align with our established terms and conditions. While we understand this outcome may be disappointing, our decision reflects our responsibility to ensure the integrity, security, and reliability of our services for all customers.
  
  

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23865176
  
  I am rejecting this response because:

  I provided a police report that they requested and they told me they would reach a decision only to say that they would not be helping regarding the Extend protection 

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

  

  Business Response

  Date: 09/17/2025

  We appreciate Ms. ****** continued feedback and the opportunity to conduct a comprehensive review of her claim.  After a second review, we are still unable to validate the submission of the documentation required to advance the claim.

  We understand this outcome may be disappointing; however, accurate and verifiable documentation is a procedural requirement. Our decision is consistent with the policies applied uniformly across all claims. At Extend, we remain committed to a fair, transparent process and to maintaining the integrity of our services while delivering a positive customer experience.
  

  
  

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23865176
  
  I am rejecting this response because:

  I had given a police report that Extend had asked for

  It is not the liability of the consumer after the required documentation has been given 
  

  Extend repeatedly told me that they would give a resolution once the report was given and they only said that they could not get into contact w the police department because they were busy 

  This is not the liability of the consumer again but on Extend to make things right 
  

  The shipping protection was given

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

  

  Business Response

  Date: 09/19/2025

  We appreciate Ms. ****** continued feedback regarding our process and have taken this opportunity to further evaluate her claim. As we were unable to verify the existing documentation, we have requested supplemental documentation to complete our review. Upon receipt, we will proceed with an additional assessment of the claim.

• Initial Complaint

  Date:09/08/2025

  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 $1,700 ****** sectional sofa in November 2023 with an extended protection plan (which I learned recently is via a company called Extend). Within 2 years, the cushions failed, feathers protruded through the fabric, the filling collapsed, and the sofa became unusable despite very light use (two adults, no kids, no pets). I filed a claim with Extend on August 3, 2025. They dispatched AHM Furniture Repair, whose technician confirmed the frame was good but the cushions were defective and recommended foam replacement. Despite this, Extend denied the claim on September 3, 2025, citing an exclusion for loss of foam resiliency/body impressions. This is incorrect; the issue is material failure (feathers escaping, cushions breaking down), not ordinary wear. ****** no longer sells this model and refused help, saying Extend is responsible. Extend has refused to repair, replace, or issue credit, leaving me with defective furniture and a worthless warranty. Resolution Requested: Provide replacement cushions as recommended by the technician, OR issue a refund or store credit equal to the purchase price. This is a clear case of breach of warranty and consumer misrepresentation.

  

  Business Response

  Date: 09/15/2025

  We thank Ms. **** for raising her concerns. After speaking with her directly, we were able to reach a satisfactory resolution and appreciate the feedback she provided throughout the process.  We are dedicated to delivering effective support and promptly addressing customer concerns.

• Initial Complaint

  Date:09/03/2025

  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.

  We purchased a sectional recliner from ****** in 2024 and bought the 3 year extended warranty through Extend. The electronics on the left side recliner suddenly stopped working. We contacted ****** and were told the original warranty expired in July 2025 and were told to contact Extend for the 3 year extended warranty.
  We called Extend and were told to file a claim online through their form. We filed the claim and submitted all of the requested information. As soon as we hit the submit button, the claim was immediately denied!
  The money we spent on the 3 year warranty was a total waste of money because Extend does not stand behind their warranty. What a total SCAM.

  

  Business Response

  Date: 09/08/2025

  We appreciate *** ********* for reaching out regarding his concerns for his mother’s claim. We have been in touch with *** ********* and *** **** to clarify why the original claim was denied. We have also provided them with further assistance to resolve the issue in accordance with the terms and conditions of their warranty. We are committed to addressing all customer concerns promptly and fairly.

  Customer Answer

  Date: 09/08/2025

  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.
  
  They have called and scheduled the technician to come repair the sofa recliner. 
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:08/28/2025

  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 bar set from ****** Furniture in April 2025. I paid for the extended protection plan through Extend. I noticed Aug 15, that my table had spots all over it, like rings. I only use a soft towel and water to clean my table. I contacted ****** and they denied to cover it and stated that its not a manufacture issue, that the extended warranty would cover it. I contacted Extend and gave them the same information, that nothing is used on my table but a damp towel and no other chemicals or way it could be damaged. They denied the claim also. I went to ****** store to about the issue and the manager, showed in that water from the towel could be the issue or the heat from the kitchen. Both were covered and in my first claim, when speaking with the **** i advised her its wasn't just one spot but the whole table. I paid over $1900 for this set and its not 6 months yet. Its no way, my table should be staining like this.

  

  Business Response

  Date: 09/04/2025

  We appreciate Ms ******** for making us aware of her concerns. After connecting with her directly, we were able to provide a resolution aligned with her coverage. We are pleased that this outcome addressed her needs and value the feedback she provided throughout this process.

• Initial Complaint

  Date:08/27/2025

  Type:Delivery 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.

  Complaint Against: Extend, Inc.Product/Service: Shipping Protection Plan Complaint Details:On July 28, 2025, I placed an order with Adorama (Order #********) and purchased Extend protection to cover lost, stolen, or damaged packages. The package arrived with the contents stolen from inside the box.I filed a claim with Extend, providing all documentation. Extend denied my claim, citing that the package was delivered even though their coverage explicitly advertises protection against theft and stolen items.This denial makes the protection plan misleading. A package with missing/stolen contents should clearly fall under stolen, yet Extend refuses to honor the claim, leaving me with a loss of $192.54 (including out-of-pocket payment and reward credits used).Why this is unfair:Extend sells its protection as covering stolen items but denies claims when theft occurs.The customer is left unprotected despite paying for coverage.The denial appears to contradict Extends own advertised terms.Desired Outcome:I want Extend to honor their protection plan and compensate me for the stolen items.Sincerely,******* ******

  

  Business Response

  Date: 09/03/2025

  We appreciate Mr. ****** for bringing his concerns to our attention. We have already been in contact with him and are currently awaiting one final piece of information to finalize his claim. Our team remains committed to providing excellent customer service and is working diligently to bring this matter to a resolution.

  Customer Answer

  Date: 09/04/2025

  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:08/17/2025

  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.

  ****** Furniture offered an extended protection plan labeled Extend Furniture Protection. I was never informed this was a third-party company or given any documentation or claim instructions related to Extend. I reasonably believed the "Extend" line on my recept meant it was extended coverage offered directly by ******.Early June 2025, I noticed occasional faint noise coming from one of the recliner. Since the seat isnt used often and the issue didnt seem serious, I didnt take immediate action but on July 24h I filed a claim when I noticed the noise was severe. Extend denied my claim based on a 30-day reporting clause in their plan document-a document I was never given at the time of purchase!When I finally obtained and reviewed the plan myself, I found that Section ******** clearly covers mechanical failures like the one I experienced, after the manufacturers warranty ends. Still, Extend refused to assess whether the failure met that criteria.I sent multiple written requests to Extend asking for reconsideration. I explained that:I had no knowledge this was a third-party warranty.I was never provided the terms or claim rules.I reported the failure as soon as it became a clear issue.Each time, Extend ignored the facts and replied with the same copy-paste rejection, without making any effort to assess the actual situation or act in good faith.I am requesting one of the following:Approve the original warranty claim and provide repair or replacement, or Refund the $478 paid for the extended warranty.This isnt just about one broken recliner. This is about how ****** Furniture and Extend misrepresented what I was buying. Extends behavior, denying claims without investigation, hiding behind paperwork never shared, and refusing to act in good faith violates the spirit of warranty protection and consumer trust.Extend is BBB-accredited with an A+ rating, but their actions dont reflect that. I believe this issue deserves immediate attention.

  

  Business Response

  Date: 08/21/2025

  We truly appreciate Ms. ******* for sharing her experience. At Extend, we take every customer concern seriously and are dedicated to providing clear information, timely support, and personalized solutions. Were pleased to share that we were able to connect with Ms. ******* and reach a satisfactory resolution. Our goal is always to ensure customers feel heard and valued, and feedback like hers helps us continuously improve our products, services, and overall customer experience.

• Initial Complaint

  Date:08/03/2025

  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 filed a warranty claim at ************************** for pet stain on my mattress. This is covered under my protection plan. They sent me a stain kit, and I informed them it didn't work in removing the stain. I didn't hear back for awhile. When prompted again, I received a virtual **** card from extend for $1986.50 at WinkBeds for a mattress replacement. When I tried to check out, the card didn't go through. I called Extend, and they said because the name needed to be "Extend Extend" with my address. I tried that, it didn't work, and then they tried to regenerate the card. I never received the new card and then the support person told me that actually claim was accepted in error, and that the next step needed to be someone coming to my house to professionally clean the mattress. I told them I have in writing from them that I could already spend up to certain amount, but they would not let me talk to a supervisor about the issue. They are escalating, but said it could take up to 9 business days for a resolution, while the claim originally was set to expire in 7 calendar days.

  

  Business Response

  Date: 08/08/2025

  We appreciate Mr. ******** for taking the time to share his feedback and sincerely regret any frustration he encountered during the claims process. We have since connected with him directly to provide a resolution and are pleased to confirm that he was able to successfully redeem the reissued Virtual Card. As part of our follow-up, we reviewed the terms of his protection plan and outlined the standard service procedures to ensure his concerns were fully addressed and that he has a clear understanding of what to expect moving forward. Should Mr. ******** have any additional questions or require further assistance, we welcome him to reach out to Extend at his convenience.
  
  

• Initial Complaint

  Date:07/30/2025

  Type:Billing 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 had extend on an Oura ring and other products since 2022 and never submitted a claim. My ring started having performance issues so I called to submit a claim. I was told to do so online. I received no decision but instead my account for ALL products was closed due to fraudulent activity. Essentially, it was cheaper to cancel my plans than pay for the ring replacement. When I called for answers, all I received was scripted language and a run around. Avoid Extend at all costs. Its a scam and theyll keep your plan active as long as you dont intend on actually using it.

  

  Business Response

  Date: 08/04/2025

  We sincerely appreciate Ms. **** for bringing her concerns to our attention. We have engaged with her directly and provided a resolution.
  
  At Extend, our risk prevention protocols are designed to protect the integrity of our services and ensure the security of our customers. While these safeguards are necessary, we understand they may occasionally result in unintended frustration.
  
  Customer feedback is instrumental to our continuous improvement, and we remain committed to providing support that is respectful, responsive, and solution-oriented.
  
  

  Customer Answer

  Date: 08/06/2025

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