Complaints
This profile includes complaints for FIDELITONE's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2023
Type: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 order two pieces sofa from West Elm, order number:323162917393, paid delivery fee for $309. Got a email from Fidelitone for Order Number ************** for delivery. I got scheduled for delivery on 4/8. They called me on 4/8 morning that their truck broke down. So it got rescheduled to 4/11. On 4/11, they didn't show up, and no communication from their end. I got another email about this order is ready for schedule delivery. So I called them, and they cannot gives me a direct answer for what happened. They called me on 4/14 that they can deliver it on 4/15. On 4/15, they didnt show up again, and I got the same email about this order is ready for delivery. At this point, I dont know if they even have the package, lost it or just not able to deliver. I want them deliver this sofa on a timely manner.
Business Response
Date: 04/18/2023
Thank you for reaching out regarding your delivery, we are very sorry to hear about the lack of commitment in getting your merchandise to you as promised. I understand that our Delivery Manager has been in touch and that your delivery is now scheduled for this week. We will follow up with you afterwards to ensure your satisfaction and appreciate the opportunity to service you. Thank you again.Customer Answer
Date: 04/20/2023
Better Business Bureau:
One of the manager has contact me, and the sofa has been delivered today.
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:03/17/2023
Type: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 placed a West Elm order# ************ in February and at the time of placing the order it was stated that the nearly $300 delivery fee included unlimited local delivery. I've called several times this week to try to get my couch delivered that is at their warehouse; however, I continue to get the runaround. Supposedly, a new policy occurred on Tuesday of this week that states they have to get "permission" to split the delivery. I spoke with **** at FIDELITONE on Wednesday, 3/15 who stated that they had to get West Elm to approve the split delivery and they would call me back the next day. When I didn't get a call back, I called West Elm today 3/17 and spoke with ****** who stated that my request for unlimited delivery should be honored and FIDELITONE would have to update their systems so my couch could be delivered while the other items (dinner table, 2 living room chairs) are still in transit. She stated that she put a note in the system stating that they need to deliver the couch but advised me to contact FIDELITONE again to arrange the delivery because they make the decision to split. I called FIDELITONE, spoke to ******, she stated a supervisor/escalations would have to approve- no one answered so I left a voice mail. I called back this afternoon and spoke to ****** at FIDELITONE who transferred me to Asia (supervisor/escalations) who continuously tried to tell me that she couldn't make the decision to split the delivery and I would have to talk to West Elm. After going back and forth with her, she put me back in the queue and I received an email and text stating my order was ready for delivery and they would call or I could schedule it on their online system. When I clicked the link to schedule the delivery on their system, a message appeared that I couldn't schedule it because they were waiting for the items to arrive at their warehouse. If I don't get a call from FIDELITONE by Monday, 3/20 to schedule delivery for the couch I will cancel the entire order.Business Response
Date: 03/20/2023
Thank you for your feedback, I understand that your order is now complete and is scheduled for delivery this week. We certainly apologize for any miscommunication between West Elm and Fidelitone. We will work with our partners to better understand their requirements for future deliveries and hope you enjoy your new purchase.Customer Answer
Date: 03/22/2023
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
Date:02/16/2023
Type: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.
Purchased a king size mattress and box spring from ****************** on June 4, 2022. Contacted by Fidelitone for delivery to be on November 23, 2022. Delivery never occurred, we were told that the delivery truck broke down and rescheduled delivery for November 30, 2022, not the next working day which would have been November 25, 2022. On November 30, 2022 never contacted, could not contact anyone at Fidelitone who knew where the delivery truck was located, but never received the delivery. Contacted on November 31, 2022 by Fidelitone that they had lost the king size mattress and box spring and were looking for it, but it might take up to three weeks. I am not sure how you lose a king size mattress and box spring, it is not a small piece of furniture. They were never able to find the mattress and box spring so we had to reorder a new with ******************. Contacted by Fidelitone that the new mattress and box spring would be delivered on February 15, 2023. When mattress was never delivered, contacted Fidelitone and they stated that it is now rescheduled for February 22, 2023. This has become a viscous cycle and we still do not have the king size mattress and box spring. We are concerned that this is a scam by either Fidelitone or ****************** and there is no intention of ever delivering the mattress and box spring we purchased in June 2022.I will be filing a similar complaint against ******************.Business Response
Date: 02/23/2023
Thank you for contacting Fidelitone regarding your delivery experience, we are very sorry for the delays in getting your new purchase to your home. Our systems show that delivery was completed yesterday, February 22nd. Please accept our apologies for the confusion and issues as our warehouses are experiencing a considerable amount of volume. We appreciate your patience and sincerely hope the final delivery was exceptional.Initial Complaint
Date:01/11/2023
Type: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.
On 1/4/23, Fidelitone delivered a King *** from Crate and Barrel as their third party delivery company to our home. The delivery truck had a hydraulic oil leak and it leaked on my driveway and my curb in my 4 month new home. Crate and ****** says that Fidelitone will call to send someone out to assess the damages and resolve this. *********************** from Crate and ****** has sent several reminder emails to this company. I have not received a call to schedule a time to review the damages and make a settlement so that I can get this repaired. I like someone to call promptly to get this scheduled and resolved.Business Response
Date: 01/18/2023
Thank you for contacting FIDELITONE through the Better Business Bureau. We are extremely sorry for the issues created by our delivery team. We understand that you are working with our Claims Specialist on quotes for repair, we're confident that the ****** and our Operations Leadership staff will resolve this quickly.Initial Complaint
Date:12/13/2022
Type: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 bed from pottery barn, paying 159 dollars for delivery and set up. This company delivered the bed which, unbeknownst to me, had a defective support post. The post was unable to be properly screwed into the frame and, rather than notifying me of the issue, just propped the post up and placed my mattress on top, concealing it. When I discovered the issue, I returned it and notified pottery barn, who filed a claim with this company, who assembled it. Originally fidelitone claims offered 500 dollars for the damage their assemblers carelessness did to my hardwood floors, which included discoloration, scratches and gouges. I requested 750, due to the flooring having been discontinued by the manufacturer. Fidelitone has since denied any responsibility, putting it back on pottery barn and myself and closing out the claim without rectifying the situation. I respectfully request this be settled in a satisfactory way.Business Response
Date: 12/20/2022
Based on the photos provided and review of the information with our management staff, we agree that the delivery team was not at fault and deny any claims. We understand that the manufacturer replaced the product due to a defect.Initial Complaint
Date:11/18/2022
Type: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 regarding the Fidelitone for the ********* ** location. Fidelitone has been non responsive about a package/delivery that they lost. They scheduled a delivery, it was never delivered. I have called multiple times and talked to multiple representatives with absolutely no help, I escalated to a Manager named ***** and he was also just giving me run around about what was going on. He told me he would call me back and I have not heard from him, I have called back to follow up and he has not picked up the call. I was told the delivery was getting looked for on the dock. That was almost a month ago and they will not give me anymore information. They will not respond to my email about this situation.Business Response
Date: 11/22/2022
Thank you for bringing this to our attention, it does appear that delivery is scheduled for today, Tuesday Nov 22nd. We apologize for any inconvenience and the lack of communication on our part. Please let us know if there is any more information I can provide.Initial Complaint
Date:11/11/2022
Type: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 order two chairs from Rejuvenation and Fidelitone was the delivery company. On October 29 both of my chairs were scheduled to be delivered. On October 28 when the delivery was confirmed there was no mention that only one chair was going to be delivered. When the delivery person arrived he informed me that only one chair would be delivered that day and that Fidelitone would contact me to schedule delivery of the second chair. Once the chair was delivered I was asked to sign for delivery, but this was only a signature box on the delivery persons phone and contained no other information. I was not given any receipteither digital or paper. After a week of not hearing from Fidelitone, I emailed to ask about scheduling the delivery for the second chair. ****** responded and said that both chairs were delivered. She refused to provide me a copy of the documentation that indicated that both chairs were delivered. I replied that that was not the case and if there was anything I could do to file a claim. ****** never replied. I sent a second email asking what Fidelitone were doing to resolve the issue and in an unsigned email, written in shouty capital letters, I was told to contact Rejuvenation and tell them to send a new one, but was not given information any on how to do that without buying another chair. I also called and asked and the person said that they would put a ticket in with the warehouse and that the warehouse would contact me within 24 hours. I was not given the ticket number and was not contacted within 24 hours. Fidelitone had my chair, lost my chair, and now wants me to buy another chair. I want the chair I already purchased and that is currently in Fidelitone's possession. Order number: SWXXXRJ1289897Business Response
Date: 11/16/2022
Thank you for contacting FIDELITONE regarding this issue. We have reviewed the information from your delivery and will expedite the resolution to finding the 2nd item in our local warehouse. Please allow for a day or two while we research this and we will respond again as soon as possible.
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