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Business Profile

Ecommerce

Avenlur

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 an Avenlur Swedish Wall Ladder. After following the installation instructions exactly, the ladder failed catastrophically while my childwho is well under the stated maximum weight limitwas using it. The mounting hardware and wood components did not hold securely, causing the ladder to break and creating a serious safety hazard.I contacted Avenlur customer service after the initial break, after over a week I was sent an email back saying they needed more evidence. I sent that, and after another week I was told they would replace the specific bar that broke. After replacing the bar, an additional piece broke. I contacted customer service again, providing detailed descriptions and photographs of the issue. Despite these efforts, Avenlur has not provided an adequate solution. This product is marketed for childrens play, but in its current condition it poses an unacceptable risk of injury. It does not meet reasonable standards of quality or safety.

    Business Response

    Date: 09/25/2025

    Hi,

    We have responded to all of the customers emails. We advertise a 5 year warranty that states we will replace any defective parts if they are faulty. We have done so for this customer, and the customer is now coming back with more issues and demanding a refund. We have sold many of these sets and have never run into an issue like this, which leads us to believe that perhaps it was not installed properly, as the current complaint of the customer is that the screws get loose. Nonetheless, we are still willing to send replacement parts to the customer. However, the customer is insisting on a refund only, and we explained the customer that the order is over a year old, and the return for refund policy extends only 30 days.

     

    Thanks,

    Abe

  • Initial Complaint

    Date:12/18/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 mother placed an order for a climbing gym as a Christmas present for my children. She then received an email that the order was cancelled for no stated reason. As time was of the essence, I placed another order for the same climbing gym. Later that same day, she received an email stating that the cancellation of her order was a “glitch” and the order would still be shipped. I promptly emailed the company requesting my order to be canceled and explained the situation. I received a reply that the order was canceled. I then received a shipping confirmation email. I asked the company about it and got no response. When the item was delivered I sent multiple emails asking about the return process and called the company. I was told to send them pictures of the box and they would send me a shipping label. I complied and got no response. I asked for confirmation that they received the pictures and got no response. I called again and they confirmed they received the pictures and asked me to place tape over a “hole” in the box. I did so and requested a shipping label asap as I’m going out of town for nearly two weeks for Christmas and would be unable to ship the box. I have received no response.

Avenlur is NOT a BBB Accredited Business.

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