ComplaintsforBallard Designs
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Complaint Details
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Initial Complaint
05/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a desk set. They sent duplicate of one of the items. There was no charge for it.we returned it for a refund. They sent a gift certificate. we were okay with that. we like their products. they refuse to honor gift certificate. they say it has expired. i told them it has an expiration date of 08/30/2024. They insist it is expired. i have attached copy of gift certificate. we sent back duplicate that we weren't charged for (their mistake). accepted gift certificate in lieu of cash refund. not only are they not honoring gift certificate, but they are rude about it.Business response
05/14/2024
We've reviewed the customer concern, and we'll reach out to the customer to re-issue the gift certificate.Initial Complaint
12/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a rug November 6. They canceled the first delivery. The second delivery never arrived.Business response
01/04/2024
We've reviewed the customers concern and the refund was processed on December 26th. We're working with our transportation department on the miscommunication. We'll follow up with the customer to address the issue.Customer response
01/04/2024
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
11/18/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I ordered the chair it is beautiful. One of the problems is that the bird was to be on the back and the flowers on the front. The other major problem are the cracks in three different places.They promised to replace, then they never sent arrangements to pick up. I contacted a few more times, then they said I had to call the day before pick up so that they could schedule. I called the day before, and no there system is down and will be down a few days so I need to call back. I believe they have no intentions because it has been several months, and I've gotten nothing but the run around.The box is as flimsy as they come and I've added extra bubbles and cardboard to hopefully prevent any additional damage. I would like this resolved.Business response
12/07/2023
After reviewing the customer's concern, we will reach out with a resolution.Customer response
12/08/2023
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
11/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered 4 chairs only 3 showed up. Called 5 times keep getting the same response that they are working on it. They tell me when they are calling me back. Example will call in 1 day 2 days or a week. No calls. I have to constantly follow up and nothing gets resolved.Business response
12/07/2023
After reviewing the customer's, we will reach out with a resolution.Initial Complaint
07/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a quilt from Ballard design in September 2021. Shortly after, it started falling apart. I reached out to Ballard to let them know about the issue in March 2023 once the issue had worsened. They proceeded to issue a credit for $127.60 after I sent photos to a closed credit card without my permission. Ive been emailing and calling them ever since trying to get it resolved and they sometimes say the check is in the mail and other times say its not possible to retrieve the funds. I am so exhausted by the run around and want a check so that I can purchase new bedding.Business response
07/26/2023
We've reviewed the customer concerns and we will reach out to address the issue.Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
3 Lemans counter stools purchased from Ballard Designs in July 2017, order #x472404410015 with rush seats at $299 each. The rush seats are now cracking/splintering/catching on our clothing. Letter was sent to Ballard Designs (and photos) requesting the seats be replaced as this damage should not be happening to a $299 stool that is still advertised and listed in their catalog. Ballard Designs response states they stand behind their products, but only for a 1 year warranty. Very deceptive as the stools start falling apart after the warranty year.Business response
06/21/2023
We reviewed the customer concerns and we'll reach out to customer on a resolution.Initial Complaint
04/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed order for the Geneva Bookcase on Feb 28, 2023. Received the first bookcase on March 13th using Ballard's "white glove" service by *************. The delivery guys unpacked the bookcase and found some of the finish missing and black smears in other parts of the finish. They had me contact customer service and arrange for an exchange. (I had a painter on site who offered to repaint the bookcase, but Ballard's offered discount for the item did not cover the cost to repaint it. We proceeded with the exchange.) The second bookcase arrive on April 4th. Again the delivery guys found the bookcase damaged (a crack on one of the legs). A credit was requested. The poor quality of this product was no longer in doubt. ************* took them both on April 4th and provided me with both RA numbers. I was told the credit would be issued when the bookcases reached the warehouse. With no communication I called several times and found out that on April 10th at the direction of Ballard Design's the bookcases were picked up by an unknown carrier and on or before April 20 the bookcases were delivered to an unknown warehouse. Again I called and was told at least one of the bookcases had been received and the credit would be issued in 5 business days. Six business days later, I called and was told that it would be 10 business days after Ballard's return department reviewed them, but that the customer service person was going to send an email and request the credit be processed. REALLY!! Ballard Design's own delivery guys flagged the bookcases as damaged and took them back. Why can't I get written communication that the "return department" has the bookcases and the amount of credit due. More importantly - why are they holding up the credit at all? I want a full credit for the bookcase, tax and shipping applied to my credit card immediately. AND an apology for the defective product and sloppy customer service wouldn't be a bad idea either. SIGNED DISGUSTEDBusiness response
05/09/2023
We've reviewed the customer's concerns and we'll reach out with an apology. The refund was done on April 28, 2023.Customer response
05/10/2023
Ballard issued credit for the bookcase and tax but short the shipping charges on the date they received the BBB complaint, April 28, 2023. Called Ballard for a 5th time and demand a refund of the shipping. That refund was finally provided until May 1,2023. On May 8, 2023 I received an email from Ballard with an apology. It included a discount certificate for $100. That was nice except the certificate expired on the same day, May 8th. The certificate info in the email did not include any identifying information that allowed it to be applied. The more formal certificate showed up in my email on May 10, 2023, two days after it expired. This company is dishonest and incompetent. I will have no further business with them.Business response
05/11/2023
I've reached out to the customer and informed her that the gift certificate expires on May 8, **** and sent her a screenshot of GC number and expiration date.Customer response
05/11/2023
Complaint: 19991717
I am rejecting this response because: The original gift certificate expired on the date issued. The company is correcting this additional error and making it look like I (the customer) was in error. Not true.How many customer service mistakes can this company make in one transaction. It is laughable at this point. I do not want to spend anymore time on this issue. I will stay away from Ballard Designs and make sure everyone I know does the same.
Sincerely,
*******************************Initial Complaint
03/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The upholstered bench with Performance Upgrade Fabric arrived with a noticeable flaw. Phone conversations and various emails starting on 11/22 are attached.As of 3/23 Ballards is claiming that no notification of desired replacement has been received.Ballard Designs Order Number: T4849706 Items Purchases:PRODUCT NAME: ******* CORNER W 2 36 INCH BENCHES COM BLACK LEGS / UB070 COM BLK ***Item Non-Returnable***QUANTITY SHIPPED: 1 SHIP METHOD: Truck SHIP STATUS: SHIPPED TRACKING NUMBER(S):Purchased the upgrade of Performance Fabric Order Subtotal:$2,683.45 Shipping:$118.00 Tax:$223.88 Total:$3,025.33 ******************* **************Business response
04/12/2023
We've reviewed the customer concerns and we've reached out to the customer. A replacement order has been set-up for the damaged item.Customer response
04/12/2023
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
02/26/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 3, 2022 I purchased a sideboard ORDER NUMBER:T5339120 with an expected delivery between 12/05/2022 - 12/12/2022. As I watched the tracking information, I saw that the item had not been shipped out as expected. On December 7th, ********, a customer service rep apologized for the delay and wrote that I would receive a shipping credit after the item had shipped. Again, I contacted Ballard Designs on December 28th inquiring about the expected shipping date. I finally received the item the 2nd week of January. On January 30th I contacted Ballard Designs inquiring about the shipping credit. Patches, a customer service rep, stated that I should receive a credit in 3-5 business days. It is February 26th and I have yet to receive the credit. The furniture purchased was intended for the holidays. It was not delivered as expected. I made concessions based on the promise of a shipping refund.Business response
03/09/2023
We've reviewed the customer concerns. The shipping fee was credited on February 17, 2023, to her original form of payment. We'll reach out to the customer and share which credit card number it was refunded too.Initial Complaint
02/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
October 2022 I ordered 4 Outdoor dining chairs. I discovered they were only three delivered to my client on the island of Kauai in the ******** islands One month later I learn they only had three chairs in stock after calling repeatedly about where the fourth chair was. I was credited for the missing chair. The option of returning these 3 chairs was pricey. needed to be re-boxed, and shipped back, Which was out of the question.My clients needed the outdoor chairs. We kept the 3 (repairing one which was cracked.)In January 2023 I ordered two similar side chairs for my client to make up for the missing chair. After two months waiting and calling the business and shipper in ******** I was finally told the shipment was lost. I was told to cancel the order and get a credit, Then reorder.I re-ordered the identical chairs and it will be three weeks on 3/1/2023, Wednesday and the product has still not left the warehouse. I have been told they are in stock.It has been a comedy of errors with this company, going on 5 months!!My clients like the chairs and I am trying to get some side chairs to complete the set. No one seems to have an answer. No one is taking charge. I am stuck as a designer trying to work with Ballard and solve this Mele of incompetence.I hope you can light a fire under someone!Business response
03/09/2023
We've reviewed the customer concerns and we'll reach out to the customer. We will also reach out to the carrier on confirmation on the delivery date of the order. The expected delivery timeframe is between March 14th and March 21st.
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Customer Complaints Summary
42 total complaints in the last 3 years.
6 complaints closed in the last 12 months.