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:01/08/2025

  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.

  I ordered a watch on ************ which offers optional Shipping protection which promises to ***lace the product should it get Lost stolen, or damaged. When i got my watch dec. 12th the box was damaged and the watch itself was scratched and banged up on the clasp/Band. the clasp not even operational. I filed a claim with extend and they approved it. I received a Jomashop gift card however the watch I was promised a ***lacement for is no longer available on jomashop. I called extend and the *** told me they would cancel the jomashop giftcard and issue me a tremendous gift card which i could use anywhere else in order to fulfill the ***lacement clause. days passed and the issue was never resolved. i called again and now they are telling me that i am out of luck. this is a violation of federal laws and consumer protection laws. I paid ************************************************************************************************************************** doing so they are violating the **** act of 1972, warranty of merchandability. I even tried to use the giftcard for christmas presents so that it didnt come to this and jomashop cancelled it asking for wire transfer 3 days before the 25th.. Now they do not have the watch and its too late for christmas gifts. they are responsible for fullfillment of the contract which SPECIFICALLY STATES PRODUCT REPLACEMENT and I have a gift card to a merchant which doesnt have the product,

  

  Business Response

  Date: 01/16/2025

  We thank Mr. ****** for reaching out to us. 

  Were glad we could offer you an alternative solution that resolved your issue. 

  If you need any further assistance, please dont hesitate to contact us at **************. Were here to help!

  
  

  Customer Answer

  Date: 01/16/2025

  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:12/27/2024

  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.

  I purchased a shower pan from ******** Beyond, arrived damaged. Installers were coming in a couple of days, not enough time to reorder. Had to purchase locally. Couldnt use the original card because Extend only offers a credit for Bed Bath Beyond. Cost me more to purchase the new shower pan locally. So now I am ready to use my credit since I can only use it at Bed Bath Beyond, I have been watching an item and the coupon I have would save me $147 on the item to make up for my extra cost on the shower pan! My credit will not work because I am told I have to check out as a GUEST to be able to use the funds. This takes my coupon away. Also, because the error message I am receiving says exp date not valid 12/24 they have to escalate the claim which will be resolved by next Tuesday to reissue me the card!! The coupon will expire in the meantime. This is ridiculous and bad business practice to hold my funds hostage to these tactics. The funds are there, the coupon is a valid coupon to be used at my discretion and I am told I have to check out as a guest so my coupon will not work?? This is my money, not theirs! I want this resolved today so I can make my purchase using my coupon.

  

  Business Response

  Date: 12/30/2024

  We appreciate Ms. ******** feedback. We have reached out to her and confirmed that her order was successfully placed and the issue has been resolved.

• Initial Complaint

  Date:12/23/2024

  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 purchased a 5 year warranty from Extend for 25 barstools. I filed a claim on November 12 for the back of the barstool became loose, on November 14th my claim was approved. Extend contracted through SAW to repair the barstool, on November 21st the repairman came and repaired the barstool. 2 days later the barstool back became loose again.After contacting extend, they sent the repairman out again on November 26.Again the back became loose, after contacting extend they sent an email on December 3rd stating that my repaired product is ready for pickupI called and asked what that means and was told that I was being credited the cost of the barstool.When I clicked the link it said the money was deposited in my account on July ******** was from a previous claim)They are now saying that my claim is denied and referenced a section in the contract saying they dont cover joints in furniture but the contract is different from the one when I bought the warranty, when I bought that to their attention the hung up on me. I would like to cancel my warranty and receive a prorated refund as per the contract that I agreed to

  

  Business Response

  Date: 12/30/2024

  We thank Mr. **** for sharing his concerns with us. We have connected with Mr. **** and facilitated a resolution to his satisfaction.

  Customer Answer

  Date: 12/30/2024

  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

  Date:12/16/2024

  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 chair from bed bath and beyond on 8-28-24. I also purchased 2 year warranty on this product with extend. I noticed a hole in the cushion on 10/20. I spoke with bed bath and beyond and kept getting sent in loops over whose responsibility the damage was. ultimately i was told to file a claim with extend. I have had multiple weeks of email communication and filed the claim multiple times and I never hear back anything. They will say they need more pictures and I send them and still dont hear a thing. I have multiple email threads where I send pictures and then dont get a response. I dont know what to do anymore. I just want my chair replaced.

  

  Business Response

  Date: 12/23/2024

  Extend has made multiple attempts to contact Ms. ********* to resolve this matter, however, we have been unsuccessful in reaching her. Weve gone ahead and processed her replacement. If there is any further support we can provide, we encourage her to reach out at ********************************** or **************.

• Initial Complaint

  Date:12/15/2024

  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 an item from Bed Bath and Beyond that had protection offered by Extend. Item and shipping box arrived damaged. Filed a claim and was told by a representative over a phone call on 12/15/2024 that will be given a choice for refund or be issued a gift card to Bed Bath and Beyond. I filed the claim online and their forms did not give me a choice and instead issued a gift card to Bed Bath and Beyond. The online forms from extend and agreements with Bed Bath and Beyond seem predatory in nature and are not giving consumers options that their plan advertised.

  

  Business Response

  Date: 12/23/2024

  Extend has reached out to Mr. ***** to explain that the gift card provided is to allow customers the flexibility to select the same product or a similar product of their choice to replace the item that arrived damaged.
  

  We thank Mr. ***** for his understanding and if he would like additional assistance, we are available at ********************************** or **************.

  
  

• Initial Complaint

  Date:12/13/2024

  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 the Exten warranty with an order and now they won't cover the damages.

  

  Business Response

  Date: 12/20/2024

  We thank Ms. **** for reaching out to us and appreciate the opportunity to address her concerns. 
  

  We have followed up with the customer to process her claim and provide a fulfillment that is satisfactory to her. Were glad we could resolve Ms. ***** claim and assist her promptly. Her satisfaction is our top priority, and were committed to providing the highest level of service.

  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Have called the company multiple times and requested the contract be cancelled and I be given a full refund as outlined in the contract. I have been working on getting the contract cancelled for over a month and have yet to receive confirmation that its been cancelled or a refund. Every time I call I get different information with no resolution to my request.

  

  Business Response

  Date: 12/20/2024

  We thank Ms. ******** for bringing this matter to our attention. We are glad that we were able to assist in canceling your contracts.

• Initial Complaint

  Date:12/12/2024

  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.

  Purchased an order from a website that uses this company for insurance. I purchased the insurance add-on to make sure this order arrives safely before the holidays. When the package arrived, it was slightly damaged. I tried to file a claim with Extend but it auto denies my claim. I've tried multiple times but it auto denies. I think it's automated with AI and no human actually looks at the claim. Tried to contact the company but have not got a reply. What was the point of even adding insurance. Seems like a scam.

  Customer Answer

  Date: 12/12/2024

  ********

  

  Business Response

  Date: 12/20/2024

  Mr. Castillos  claim has been approved and we have confirmed that he is satisfied.
  

  As satisfaction is our top priority and were committed to providing the highest level of service, were glad we could resolve Mr. ********* claim promptly.

  
  

  Customer Answer

  Date: 12/21/2024

  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

  Date:12/11/2024

  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 made a purchase with jomashop on 11/19/24 that was marked as delivered on 11/22/24. I didn't receive the package so I filed a claim with extend. automatically it was denied and I wasn't sure why. I called in and they told me I have to wait 5 days after it's marked as delivered to file a claim. I filed the claim and it said that it was still under review. I spoke with ****** from extend on 12/2/24 to ask her why the claim was still under review and she told me to wait ***** hours and assured me that it will be resolved by tomorrow (12/3/24). I spoke with ***** on 12/4/24 and she told me that the claim was already approved it just had to be manually approved since it was denied in the past (due to me filing the claim early). she told me she was going to assign herself to it and call me when she was done with the claim. that hasn't been done. I spoke with ******* on 12/9/24 who told me I will get a resolution within 24 hours but here I am now on 12/11/24 still left without a resolution. Now I'm being told a police report has to be done but was never told that in the beginning and was told on a recording line that the claim was already approved.

  

  Business Response

  Date: 12/20/2024

  We thank Mr. ****** for bringing this matter to our attention. We have communicated to Mr. ****** what he needs to submit to process his claim.  This matter will be promptly resolved upon our receipt of the requested information.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22673528
  
  I am rejecting this response because:

  I was already told by an Extend employee that my claim was approved and it just needed to be manually approved. I was told it needed to be manually approved because I had filed a previous claim with the same items too early. I was told the claim needs to be submitted 5 days after the delivery ***** No where in any of my interactions with Extend via phone was I told that I needed to file a police report for this particular claim. I have the phone recording from my conversation with ***** on 12/4/24 where she confirmed my claim was approved. Please let me know if I need to submit it for review.

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

  

  Business Response

  Date: 12/27/2024

  Weve connected with Mr. ****** to confirm the police report, as requested, is needed as part of our process to care for his claim. This matter will be promptly resolved upon our receipt of the requested information.

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22673528
  
  I am rejecting this response because:
  

  It was never mentioned to me that I had to do a police report in order to proceed with the claim. I have spoke to mulitple agents from Extend and they all advised me to wait a few days for the matter to be resolved. After I allowed those days to pass by and I still didn't get an inquiry from them, I kept calling to get my claim to be escalated. I was advised by ***** from extend that my claim was already approved it just had to be manually approve because of the past denial. The reason why my initial claim was denied was because I filed it too early. According to Extend policy, a claim must be issued 5 days after the package was marked delivered. I didn't know their policy because this was my first time using their company. I called in and asked if I'm able to make a new claim and I was told yes. At the time ***** told me my claim was approved, there was no mention of a police report nor was one sent in for it to be approved. I have all my phone recordings with Extend to prove my claim. The agent at Extend has listened to this particular call and is still not able to honor what her agent said. I need to be refunded for this package that was lost. 

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

• Initial Complaint

  Date:12/01/2024

  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 pair of sunglasses online and was offered an extended warranty which I purchased.When I had an issue with then I contacted Extend and they imediately denied my claim stateing that they were under the manufacuers warranty.If my sunglasses were under manufactuers warranty why would they knowingly sell me a useless extended warranty,That is fraud .

  

  Business Response

  Date: 12/06/2024

  We thank Mr. ******** for sharing his concerns with us. We have connected with him to explain the product remains covered under the Manufacturers Warranty and outlined the necessary steps to make a claim with the Manufacturer. As customer satisfaction is our top priority, we worked with Mr. ******** to facilitate a resolution. We thank Mr. ******** for allowing us the opportunity to address this matter to his satisfaction.