ComplaintsforDorel Home Furnishing

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company sold a mattress with glass thread without disclosing the contents of the mattress (oct 2016) , they honored their warranty and provided a full refund for the original price of the mattress (oct 2024). However, these glass fibers got everywhere in my house, I had to pay over $200 of medical bills to be diagnosed with fiberglass dermatitis and $200 to throw out bedding embedded with glass ********* soon as I got rid of the mattress all my health issues went away.Requested compensation from the company for the damaged item that their defective mattress caused however I received no further resolution other than the refund for the original purchase price.Attempted to be civil and not request any additional damages like cleaning or emotional distress etc. ************ is taking no responsibility for the additional damages that their product ********* a manufacturer, they should be held accountable to ensure their products are defect free and will not cause harm to their purchasing customers..

  Business response

  10/21/2024

  Dorel Home Furnishings prioritizes safety and compliance with all regulatory standards. Our memory foam mattresses do not contain fiberglass. Instead, they use a fire-******ant knit fabric barrier with glass fiber threads to meet US federal flammability standards (CFR 1632 & CFR 1633). Glass fiber threads are different from fiberglass; they are spun into long, flexible threads and then woven into a fire barrier, unlike fiberglass which is loose, fluffy and used in insulation and other products. Our mattresses are tested and certified by third-party labs to ensure they meet or exceed all safety regulations.
  The consumer purchased the mattress on 4/14/2016 and despite our usual prorated warranty policy we offered a full refund for the mattress and cover that as purchased at the same time. The consumer signed release forms and agreed to the full refund,  which was processed on 10/11/2024. 

  Customer response

  10/22/2024

  The complaint is for additional damages the company refuses to cover based on the undisclosed use of glass fibers in their mattress and cover. No where on the manufacturing tag did it state that the use of any type of glass-fiber is used. All bedding has been thrown out because of this, carpet may have to be replaced. Its absolutely everywhere in my house. 
  

  Due to this health issue Ive also had to visit multiple doctors to be diagnosed with some form of dermatitis skin rash caused by their undisclosed materials. 
  

  I am merely trying to be made whole for the expenses Ive had to pay caused by their defective product, which amount to $409.02.

  Customer response

  10/23/2024

  Complaint: 22432865
  
  I have reviewed the business' response and am rejecting it because:
  
  The company is refusing to take responsibility for additional damages caused by their defective product causing loss of property and onset health conditions. I am only seeking an additional $409.02 to be made whole for the expenses Ive had to endure due to glass threads leaking from the mattress cover which at this point are all over my living space.

  
  
  

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

• Initial Complaint

  09/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased replacement parts for my dresser on August 27. 5 days later, on September 2, I emailed the **************** asking if the order was shipped and if there's a tracking number.The response from **************** representative **************** was that it takes up to 7 business days from the placement of the order for the order to be shipped and once that happens, I will receive an email with a shipping confirmation and a tracking number.However, today is September 7, 9 business days after the placement of my order, and it still have not been shipped and no tracking number has been provided...

  Business response

  09/09/2024

  The consumer placed an online self-service order requesting replacement parts for a product manufactured in March 2016. The order was flagged as out of stock by our system. Dorel offers to sell consumers who have domestically manufactured products replacement parts as a courtesy if the warranty has expired.  Our team reached out to the consumer to offer that resolution, to which the consumer agreed.  The warehouse notified us after payment was made that this item is obsolete and we no longer have the supplies available to manufacture that part.  In response, we reached out to alert the consumer and have processed a refund of $33.39 today 9/9/2024 back to the original method of payment.

  Customer response

  09/10/2024

  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

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ( BLUE ) framed bed from Amazon under this company. I paid the amount shown in my complaint. I filed a complaint with Amazon over this the moment the item arrived in a ( WHITE ) color and not the blue I paid for.When I initially filed on my account it showed they could refund me $53 dollars. I declined this because at first I wanted either the blue frame or the full refund. Neither of which I got back. I did however get a measly lower refund of $35.69 instead from Amazon. So lovely of them to give me a even smaller refund to further inconvenience me during their mistake of the wrong product. They expected me to reship it back out of further inconvenience to me, not to mention in a already damaged upon delivery box. I have no vehicle, I bus everywhere. How would I do that? I can't afford to miss work as a manager so how do they expect me to do a pick up at my home? Yet another inconvenience. ******* worked an I made every effort of this to be clear to Amazon customer care. It fell on deaf ears. I have written a bad review for the company on amazon to make it known that the company and amazon don't care about their customers because if they did, they would have refunded me properly right away. I will be taking next to ****** business to make my complaint to warn others. I can only assume this company will continue down the path of not issuing a FULL refund. I surely hope they do the right thing and refund me what I didn't get back from Amazon as I requested.

  Business response

  08/27/2024

  The consumer purchased the Dorel bunk bed via Amazon and received the incorrect color due to a warehouse error. Amazon required a return of the product to initiate a refund.  As the consumer had already assembled the item, they opted for a partial refund provided by the retailer. While our manufacturer's warranty covers replacement parts and assembly assistance, as a gesture of goodwill we have offered to refund the consumer the remaining balance of $142.76 to be processed on Friday 8/30/2024. The consumer has agreed to this resolution. 

  Customer response

  08/28/2024

  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a cabinet as a gift. Model # *******COM. I put it together today. I cannot attach the doors because 4 of the 6 hinges were damaged in the box. They are not properly packaged to protect them from the wood pieces. I called the phone number on the manual. It directs you to another number **************. The employee on the phone is in a foreign country. She said the cabinet is not under warranty. The company sells their defective returns to auction houses and knowingly and willingly is ripping off customers. This company needs to be banned from selling their product until they package it correctly and the package clearly says no warranty if purchased from auctions.

  Business response

  05/30/2024

  The consumer reached out on May 23rd via phone to request some hinges.  Per our procedure, the phone representative asked for the retailer and date of purchase to validate warranty.  The warranty on this item is 1 year from the date of purchase when purchased through an authorized seller and proof of purchase is required. Dorel Home does not sell to auction houses; the purpose of validating the place of purchase is to ensure it was obtained through a reputable business and we know the conditions under which that business acquired our item.  The consumer received this item as a gift and did not wish to ask for the purchase details.  After bringing the phone call to the attention of the department supervisor, the phone representative reached out via email within an hour of the phone call to request the part number details so she could place the order for hardware. To this date we have not had a response.  As the consumer provided the necessary details here, the replacement parts order has been placed.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a completely decfective dresser that is still under warranty. They refuse to replace it under warranty. The seller of the dresser tells me to file a claim with warranty and Ameriwood tells me to get the money from the seller. No one will take responsibility

  Business response

  05/02/2024

  The consumer contacted Dorel Home on 4-20-24 requesting to file a warranty claim on a 5 drawer dresser because the drawers will not stay on track.  This issue is usually correctable with some tweaks to the assembly and we requested photos to help us provide the correct troubleshooting steps.  The consumer insisted that they have attempted troubleshooting already and insisted on replacement parts.  Unfortunately, the replacement parts will not correct the issue and therefore the request was denied.  We did receive some photos and, per those photos, it appears that the screws on the drawer slides need to be tightened, which likely will resolve the issue. If that does not correct the issue, we have asked for additional information to further assist.  The consumer is currently out of town and not able to access the furniture. 

  Customer response

  05/03/2024

  It is not the screws. They are trying to avoid making good on their warranty. These are the photos they claim they can tell the drawers were not screwed in all the way. It couldnt be farther from the truth. It is defective and I asked for replacement parts and they wont do it. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The whole dresser damaged, manufacture defect

  Business response

  03/07/2024

  We have been in communication with the consumer since 2/19/2024. The consumer complaint is the smell and overall quality of the unit including some minor cosmetic damage. We offered replacement parts for those drawer fronts, but the consumer requested a complete replacement of  all 6 drawers. Due to the volume of the parts requested as a gesture of goodwill we offered a 50% refund of $200.00 which the consumer accepted and will be processed 3/7/2024. Once the refund is processed our Claim investigation will be closed. 

  Customer response

  03/15/2024

  Complaint: 21368079
  
  I am rejecting this response because:
    Dresser manufacturer defect, worst quality horrible customer service 
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 22, 2023, my sister-in-law bought a dresser/changing table for our new baby due next month. We put the dresser together and everything was fine except that there was a broken rail we needed for the top drawer. We called the company to get a new one sent out. They sent the replacement piece. Once we tried to assemble the top drawer, we realized the pieces didn't align as they were supposed to and the drawer top overlapped. We called again to request all new pieces for the top drawer. They required us to try troubleshooting the brackets first. We did. That didn't work. So they would only send us the front piece of the drawer again. We assembled that. Now the bottom doesn't align and overlaps where it's supposed to close. I contacted them again and they are telling us we don't need a new drawer we just need to adjust the brackets. I told them we already did that AGAIN before contacting them. We put together the other drawers and the rest of the dresser just fine. They have been unable to provide us with the item pictured online even though the item is NON-REFUNDABLE. My sister-in-law purchased this piece through Target's website. Order #*************. It was $287.15.

  Business response

  10/02/2023

  We reached back out to the consumer Thursday 9-28 after reviewing her ticket and provided more detailed instructions on how the drawer bracket could be adjusted to correct the issue experienced.  We received confirmation Saturday 9-30 from the consumer that the troubleshooting worked and the issue with the drawer is now corrected. 

  Customer response

  10/02/2023

  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

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a kitchen table and chairs from *******. This table is from this manufacturer, and the laminate is bubnling and peeling off. ******* instructed me to contact the manufacturer. I would like a replacement table and recovery for Handy assrmbly paid for to *******.

  Business response

  06/12/2023

  We reached out to the consumer to assist.  The table was purchased 2 years ago and has a 1 year manufacturer's warranty.  We offered to sell the consumer a replacement table top as a good will gesture since the unit is no longer covered under warranty. We are currently awaiting the consumer's response.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed and the drawers are now coming apart. The bottom if falling out of both of them. I wanted to get them replaced. I know it is over the year date, but I did not think the bed will break so fast. Also there is a large crack has started to form that has now gotten bigger. I purchased the bed on 1/16/2022 via *******. I initially contacted *********/***** **** *********** in 3/29/2022 to see if they would send replacement parts. As of now, The stated since it is over the year, they could not replace the parts. However, I feel that this is bad customer service that a be me as the customer should be given other options to repair/replace the bed. Had I known the quality of your product would not withstand a year of normal wear from a 40lb toddler? I would have never purchased the bed. This is one of the emails I received: ***** (*********) Mar 9, 2023, 15:35 CST Thank you for reaching out. I apologize for the inconvenience this issue has caused; however, I am happy to help resolve it for you. Fortunately, your item is backed by a 1-year warranty. Please click here to view the details. Please respond with the following information so I can check stock and update you with a resolution. Picture of the front cover of the instruction manual (Please click here if you are unable to send photos) The Part# and Quantity of Parts Needed (Refer to pages 3-6 in the assembly manual; there is a parts list with pictures and part numbers. The information needed typically start with a T, 3, or an A. Click here to see an example) Full Name, Shipping Address and Best Phone Number to Reach You I look forward to hearing back from you soon. Thank you, ***** ********* Home Welcome Home! A Division of Dorel Home Furnishings *********************

  Business response

  06/06/2023

  Dorel Home has a 1 year manufacturer's warranty that provides replacement parts free of charge for any manufacturer's defects that occur in that 1 year span.  The consumer was outside of that warranty, however we offered to sell the consumer the parts required to fix the issues to the bed.  As a good will gesture, we waived the shipping costs and offered to send the required hardware free of charge.  The consumer has not yet responded to advise if this solution will work for their needs.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a futon through walmart.com. the futon has a 1 year limited warranty through Doral. We purchased the futon on August 18th 2022. We paid ******. the springs have broke leaving the futon unusable. As we don't have anything to set on we have to continue to use it. We contacted the company for help. They offered a refund eventually after having to send them everything under the sun. This refund is to come through some app I have never heard of. Also there is a contract to be signed as well. They also want a 20inch by *********************************************************************************** this contract it states sign the contract and send it back to them and within 10 days after it's signed cut the section. They are however demanding we cut the section send the picture along with the signed contract. We shouldn't have to prove anything further to get this refund and further more they should stick to this contract. 10 days not a long with signed contract. We have sent pictures of proof of broken down springs. Flipped the couch over to get a picture of the label. Took pictures of the seat from the top and damage from broken springs on the bottom and sent them to them. That's proof enough their product is defective. All I want is my refund now. Then I will gladly set the futon on fire if that's what they want. My family needs another couch and I need the refund to purchase something else. I can forward emails and any other proof needed to an email as I have no way to upload all that from a phone. Any help would be greatly appreciated. Thank *******

  Business response

  05/18/2023

  DHP requests a cut-out of the product to serve as proof of destruction in lieu of requiring the consumer to send the product back to our facility.  We did, however, speak with the consumer and agree to fore-go the cut-out and proceeded with issuing the refund.  As purchases are made via retailers and not directly with DHP, we do not have access to the consumer's original method of payment or order details.  We utilize a creditable 3rd party service to issue a refunds as this is a far faster and easier method than requiring our consumers to wait until a check has been cut and sent via mail. We received the signed release form and the consumer's refund has been issued.  

  Customer response

  05/18/2023

  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,
  
  Crystal Feather

*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. ↩