ComplaintsforFortunoff Backyard Store
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Complaint Details
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Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an outdoor umbrella that was over $1,000.00. When the umbrella was delivered and put together, there was one bag of stones that was not used in the base.The umbrella fell over, thankful no-one was injured. the base needs to be repaired and the umbrella is no longer straight,Business response
08/30/2023
We have an exchange set up for tomorrow on the base.
Initial Complaint
08/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought an outdoor "reclaimed teak" 6 seat & table last summer '22. We protected it as advised. This year the chairs started splitting compromising the strength to hold someone. We went to the Brick location May 28 (?) to see what can be done. We took pictures as directed and emailed to them. We waited patiently and emailed 2 more times only to be given I'm sorry responses. Now the summer is almost over and they haven't done anything to replace these chairs. Originally it was just 2 chairs but now we are noticing splits in the set. I want my money back!Customer response
09/10/2023
At this time, I have been contacted directly by Fortunoff Backyard Store regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
Keep telling us they are waiting to hear from manufacturer BUT keep selling the same the same table & chairs to others! 3 months of waiting!!! We don't care what the manufacturer says, Fortunoff puts their tag with their name on the product so they need to stand by it. We have called & went into the store & the manager listens and nothing! If they refuse to fix it or replace it I want to return and get my money back!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
09/21/2023
We have an even exchange set up for the 3 chairs, we are just waiting for the purchase order to arrive, it is due at the end of the month.
Customer response
09/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: They were informed that we are moving and need this before the end of this month! I will not be satisfied until I see the replaced chairs in my current property.[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My husband and I puchased an outdoor set at the end of the season, September 30, 2021. It was stored in the garage until June 2022. We used it for the summer months and then when we went to store it back in our garadge in October 2022, the back support cracked. I contacted the store location right away. They asked for pictures which I sent them. I heard nothing. Then we tried to deal with corporate. Weeks upon months of no response. Each time we followed-up, they were not responsive. We had to keep contacting them. Eventually they told us they don't deal with that particular manufacturer anymore of the set we purchased, but still no attempt to help us resolve our on-going issue, It's been 9 months and still nothing. HORRIBLE experience! We wanted a repair initially, but seeing as how difficult it is to obtain any resolution, we are seeking a whole replacement of the piece (couch) or a complete refund of the set. We have the initial receipt and all emails. Please help us!Business response
07/12/2023
We are reaching out to the customer to find a solution.Customer response
07/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:the business still has not contacted us after 48 hours since receipt of BBBs correspondence and 9 months of this poor communication/treatment.]
Customer response
08/07/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding Fortunoff Backyard Store has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*********************************Initial Complaint
05/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
This complaint is about Fortunoff Backyard Store, *** ** *************************************************************** location was not listed on your website, I searched for it multiple times. Outdoor Furniture Set was ordered on April 8, 2023 and delivered on Wednesday, April 12, 2023.The set was delivered with the wrong chairs, I called and spoke to the sales associate **** and he said he would process a order for the correct chairs and the delivery company would pick up the wrong chairs when they delivered the new. He said I would get a delivery date within a few days. After not hearing back from the store, I was calling it would just ring or ****** the manager would pick up and tell me he would call me back and never did. Thats when I wen to the store and ****** informed me that the correct chairs would not come as quickly as **** said. I would need to wait at least 3 weeks. ****** said he would contact the warehouse to see if he could locate 2 chairs to be delivered faster than the 3 week timeline. Once my fianc heard we had to wait that long after they already made the initial delivery mistake he went to the store. He spoke to another sales associate and asked some follow up questions about the setthis sales associate who has since been fired went on to express concerns about the quality of the set that was ordered, He said the cushions were made of foam and would disintegrate and the furniture would fray. Due to the lack of communication, delivery error/delayed exchange of correct chairs, and now the quality concerns with the furniture set-I decided to return the set. They have a 7 day no hassle return policy. I emailed ****** and **** on 4/14 to start the return. There was a lack of communication again from ****** and Jakeafter many emails and phone calls the furniture was picked up on 4/26 and the refund should have been processed. As of today, it has been one month and I have still not fully been refunded. I need your help in getting my full refund.Customer response
06/24/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding Fortunoff Backyard Store has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*************************Initial Complaint
08/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They delivered a cracked and broken outdoor chair to me in June. They have told us it would be replaced soon, and then would be replaced in July. Still have not delivered the new chair to me 2 months later.Customer response
09/01/2022
Better Business Bureau:
At this time, I have not been contacted by Fortunoff Backyard Store regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
07/12/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered an outdoor table with 6 chairs. It suppose to come with 6 seat cushions. Only 4 were delivered. The order date was 11/14/2020. The chair and 6 chairs was deliverd, including 4 of 6 seat cushions. They said they will deliver the remaining 2 cushions later. As of now after multiple email communications, I still havent received the cushions. Order attached.
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Contact Information
1225 Franklin Avenue
Ste. 200
Garden City, NY 11530-1659
Customer Complaints Summary
10 total complaints in the last 3 years.
6 complaints closed in the last 12 months.