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:11/20/2024

  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 bought this through Bed Bath and Beyond and was told I would be given the option of a refund. One of my claims was denied immediately which I dont understand how they could just decide that in a split second. Both items were extremely marked off and I also had 2 coupons I used. There is no way that I'll be able to repurchase these products at the same price. I want a refund back to my original payment method like I was told I would receive for the whole order not half

  

  Business Response

  Date: 11/26/2024

  We thank Ms. ******** for reaching out to us and appreciate the opportunity to address her concerns. Our team has called Ms. ******** to assure her that both claims were approved and to clarify the timeframe for reporting claims and the fulfillment process for her future protection plan claims. Were happy to help and we welcome Ms. ********* call. If she would like additional assistance, we may be reached at **************.

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22584799
  
  I am rejecting this response because:
  I reached back out to their support team and they are telling me there is only one claim.  When I go back on their website it doesn't even pop up with my order or claim info anymore so I am unable to complete the second claim for the weight set.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/06/2024

  We thank Ms. ******** for reaching out to us again. On 11/29, Ms. ******** successfully submitted her second claim, and we can confirm that her claim was fulfilled the same day. We have also contacted Ms. ******** via phone and email to address any remaining concerns. Should she need further assistance, we are available at ************** or at ***********************************

• Initial Complaint

  Date:11/15/2024

  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 made a claim for an oversized chaise I purchased at ****************. There was a stain on the feather core and the cushion cover. Extend sent me a sad cleaning kit and that didn't help so they then sent a cleaning person to clean the stain. The cleaning service was incompetent and did not get the stain out and wrote that there was a smell left and did not mention the stain was still there. I call extend for the 3rd time and they say they saw the notes and will reopen my claim and send my ***lacement cover out. A week later I heard nothing so I called again. The *** I spoke with was rude and said my claim was denied because there was a smell left and not a stain. I told him I would resend pictures and he gave me attitude. I then asked for a manager and he said everyone was going home for the day so ***** could come to the phone and they would call me the following day. We'll its been days now and no one has called me back. Every time I have to call THEM and I hear nothing until I call. No follow up emails or anything. They will do everything possible not to give you a ***lacement and they are deceptive and give you the run around. I just want my ***lacements that the warranty is supposed to cover. Worst money I have ever spent and I am frustrated because I also have my bed covered with them and I pray I never have to use it. I won't shop anymore with ****** furniture due to them using extend warranty and will only go with companies not using this shady business. Beware and do your research before wasting money on this warranty.

  

  Business Response

  Date: 11/23/2024

  We thank Ms. ******* for sharing her experience, and we sincerely apologize for the frustration and inconvenience this has caused. We have been in touch and replacement parts have now been ordered. We appreciate Ms. ******** patience throughout this process and are committed to fully addressing the issue. We will continue to keep Ms. ******* informed and confirm that she has our contact information should any additional questions arise. We thank Ms. ******* for her understanding.

  Customer Answer

  Date: 11/23/2024

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

• Initial Complaint

  Date:11/15/2024

  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 paid for Extend Shipping Protection on a shipping order through Bed Bath and Beyond. I ordered a mirror and was concerned that it could be broken during shipping, so I paid $2.53 for shipping protection offered by Extend. Extend refers you to the website to file a claim. I got the claim started, but cannot get their website to upload the photos showing damage. I called customer service to be helped and the individual on the other line just went silent and eventually disconnected the call. I also submitted a help ticket on their website to no avail. This company is a fraud. Thankfully, Bed Bath and Beyond is replacing my broken mirror.

  

  Business Response

  Date: 11/23/2024

  We thank Ms. ***** for sharing her feedback, and we sincerely apologize for the frustration she experienced. We value feedback from our customers and take action on our opportunities. Extend resolved the processing error and reached out to Ms. ***** to process the claim. We understand the importance of resolving this matter and are committed to assisting in any way we can. We welcome Ms. ***** to reach out to us at ************** and we will gladly guide her through the next steps.

• Initial Complaint

  Date:11/15/2024

  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.

  Bed ************* sold me purchase protection from Extend committing to a refund, but should not be described as such. Product was damaged in shipping and Extend only provided credit redeemable for purchases from the original retailer. Although the fine print may state this, it is not clear nor made clear in disclosures up front when offered. I am now stuck with a credit from a store I do not wish to purchase from in the future.The Purchase price of the item from Bed Bath Beyond was

  

  Business Response

  Date: 11/23/2024

  We thank Mr. ***** for reaching out to us and appreciate the opportunity to clarify the terms and conditions. We have spoken with Mr. ***** and resolved this satisfactorily with him. We thank Mr. ***** for his patience.

• Initial Complaint

  Date:11/14/2024

  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 protection plan for my mattress. The mattress was damaged in a move. I filed a claim with the company. The claim page immediately closed after I filed my claim and redirected me to the account home page. This page clearly shows I filed a claim, but will not process the claim as it says photos are needed and directs me to the claims page to attach them. When I go to the claims page, the page shows no claims. I can not file a new claim as there is already a claim in progress. I have attempted to call to contact support, but was not able to get through to someone.I then received an email shortly later saying my claim would be automatically rejected if photos were not attached, but I have no way to attach photos as I can't access the claim.This is a complete scam. There is no way to properly file a claim so they never have to process any claims.

  

  Business Response

  Date: 11/23/2024

  We are pleased to report that this technical issue was successfully resolved the next business day and ************* claim has now been processed. Additionally, we have confirmed that the funds have been accessed without any issues. We appreciate ************* patience and should he require assistance in the future, we remain at his service.

• Initial Complaint

  Date:11/14/2024

  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.

  My wife and I bought a matress from Nectar, which included a 10 year protection plan with accidental damage coverage. While unpacking the matress, we accidentally cut the matress.We submitted a claim with **************************, with pictures clearly showing the damage. The claim was denied right away, without any explanation as to why.

  

  Business Response

  Date: 11/23/2024

  We thank Mr. ***** for reaching out to share his concerns. Weve carefully reviewed this matter and the claim remains denied as unpacking damage is not covered. While we understand Mr. ****** claim outcome was disappointing, our claim decisions are based on coverage defined in our terms and conditions.

• Initial Complaint

  Date:11/03/2024

  Type:Sales and Advertising 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.

  This is for Order Number: *********. I purchased from Bed Bath and Beyond and bought the extended warranty. I was thinking I was in good hands and for some security. But this is the worst protection plan you can buy out there. I filed a claim and was denied instantly. I was displaced from my home due to the recent hurricane and trying to recover my lost goods from the storm. The scheduled delivery date was changed and my order arrived earlier than expected. I had already had plans moving into my new place on the day of my delivery. When I received the notification that my order was delivered I rushed home a couple of hours later to find my order missing. I explained my situation expressing the whole story of it being stolen and such which is covered by them. Absolutely no help from them at all. This has been such a stressful time for me. They reassure you for insurance and take your money and then deny instantly without hearing the situation. I am seeking assistance from bbb in this matter and as well as to spread awareness for all the consumers out there. Yet again , I request a full refund to my original payment method. My email is ********************

  

  Business Response

  Date: 11/08/2024

  We truly appreciate Mr. **** bringing this matter to our attention. We empathize with the challenges hes facing and were grateful for the opportunity to address his concerns.

  After reviewing his claim, we found that the initial denial was due to the claim being filed too early.  Weve worked closely with Mr. **** and are pleased to confirm he is satisfied with the outcome of the resolution provided by Extend. Should Mr. **** need any additional assistance, we can be reached at **************.

  
  

• Initial Complaint

  Date:10/20/2024

  Type:Order 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.

  ********* Is the order number from bed bath beyond I purchased extend program to protect shipping and I didnt receive the package and extend denied my refund request Im still waiting for the package ( clothing hanger and drawer) and I paid 165$ for this for nothing is like full refund to be issued Extend shipping program doesnt protect the shipping

  

  Business Response

  Date: 10/28/2024

  We thank Ms. *** for bringing her concerns to our attention and for taking the time to walk us through her experience. Ms. **** feedback is genuinely appreciated as it helps us improve our services and ensure we meet the needs of our valued customers.
  

  We are glad that we could resolve Ms. **** claim and pleased that we could assist her promptly. Her satisfaction is our top priority, and we are committed to providing the highest level of service.

  
  

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising 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 recently placed a order with Jomashop to get a watch for my brother (under the account associated with ********************** I saw the option to get Extend shipping insurance and decided to do so as this was a more expensive order and I felt secure knowing that I had purchased insurance. Already, this is the worst experience ever! The tracking updated to delivered, end of last week, and I was at home but the carrier never came by. I checked with roommates and neighbors over the next few days to no avail. Today I filed a claim with Extend as I was not sure if the order was lost or mis-delivered or what happened. Instant denial. They did not even capture details around what had happened or explain why my claim was denied. I inputted my address and at the next instance the response came back as claim denied. Why did I purchase shipping protection to be instantly denied? I feel as if I had my money stolen and no one even looked at my case - this was definitely an automated system. The whole reason I even went with shipping is because Extend said that my shipment would be covered if anything happened ... so why did they just deny me? If it was clear that they just have an automated system and that a human is not actually supporting the case or looking into what happened - i would have just ordered for pick-up the next time I was in the area. Utter scam and I am super stressed as I still don't have my order and won't be supported by the merchant as i had filed for insurance with Extend. I hope people will be aware of this shipping insurance scheme - my claim was automated and somehow denied with no one actually reviewing what had happened with me. Be careful! I request BBB to help as the shipping insurance is not supporting me at all with my issue now. I would like a full refund to my original payment method so that I can go shop for a watch in-person! This experience with Extend has ruined my trust with shipping insurance as a product.

  

  Business Response

  Date: 10/24/2024

  We appreciate you allowing us to investigate this further.  After reviewing our records, we noted that the first claim was filed prior to Extend being notified of the shipping status which prevented the claim from being created.  Two days later when the claim was filed again we immediately took steps to resolve it with the customer. 

  We appreciate your cooperation to assist us in gathering the necessary information to approve and process your claim. Were thrilled that we could resolve this for you.

  Extend Customer Care

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22424313
  
  I am rejecting this response because:
  
  

  Hello BBB, Extend provided insurance for my order shipped by ******** as I had a high-value order and I purchased the insured shipping protection option. Sadly, my package was never delivered on 10/10 and I had to file a claim with Extend. The claim was approved and they provided me with a virtual gift card for the amount of the order so that I can shop at the merchant Jomashop. I looked at ******** to find a replacement and could not find the watch that I was looking for at the same price point or lower. To add even more stress, Extend customer support has not helped with any solutions. I requested that I am refunded as I could not find a replacement and, furthermore, I did not want to risk another bad experience purchasing a watch. **************** responded by saying "They cannot help and that they apologize for the inconvenience." I sent a follow-up asking for them to please work with the merchant to help provide me a refund and they have not responded at all. The prices for the model I want have already risen for my order and I am worried that by Extend not willing to help, I will be forced to wait for Jomashop to either do a sale or spend a higher amount of money than I would locally at this point. I feel like I am getting played into spending even more money by the company and humbly ask for your help in reaching a resolution with Extend. I would just like a refund to my original payment method so that I am not forced to spend more money just to buy a watch similar to what I wanted (not the exact same). Thank you BBB for your help and I would really appreciate your assistance in facilitating a fair resolution.

  Sincerely,

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

  

  Business Response

  Date: 10/29/2024

  We thank ******* ********* for the additional comments and appreciate the opportunity to clarify that the virtual gift card received as part of the shipping protection plan is indeed our standard method of fulfillment.

  This approach is designed to allow the customer the flexibility to select a replacement product of the customers choice. We have spoken with Jomashop and they assured us they are happy to work with you to find and order a replacement. 

  We thank ******* ********* for their understanding.

  
  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22424313
  
  I am rejecting this response because:
  

  Thank you for your response. I will reach out to ******** but I am disappointed with the support from Extend. I dont know how much simpler I can put it that there is not an exact replacement available. They are not supporting me to get a refund and instead pushing me to use a virtual gift card that is based on the price of the watch I purchased meaning that I now have to pay extra if I want to order a similar watch (not a exact replacement). I dont understand why they cant help me get a refund so that I can make a purchase at a reasonable price instead of being extorted into purchasing from Jomashop again. 

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

• Initial Complaint

  Date:09/26/2024

  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.

  Hello , i have bought from bed bath and beyond and bought this as the extended thunking i was in good hands and for some security. But this is the worst protection plan you can buy out there. Worse than terminal cancer. I have filed claims and denied instantly. I already explained my situation expressing the whole story of it being stolen and such which is covered by them. Absolutely no help from these cancers whatsoever. They steal your money and deny all claims made my customers and the funny part is this is their main reason for their cancerous company. Please be aware out here, research with reviews and Bbb before purchasing a extended cancerous company from these terminal cancers thief's. I am seeking assistance from bbb in this matter and as well as to spread awareness for all the consumers out there. Yet again , I request a full refund to my original payment method. My email is *******************

  

  Business Response

  Date: 10/05/2024

  We thank Mr. ***** for reaching out regarding his claims. We genuinely appreciate his feedback and the opportunity to address all of his concerns. 

  We have since followed up directly with Mr. ***** and are pleased to hear that we were able to resolve the issues to his satisfaction. Mr. ****** experience is important to us, and we strive to ensure our customers feel heard and valued throughout the process.  

  If Mr. ***** requires any additional assistance or has any further questions or concerns, our team is here to help and can be reached at **************. We wish Mr. ***** all the best!
  

  
  

  Customer Answer

  Date: 10/05/2024

  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,
  
  **** *****