ComplaintsforDorel Home Furnishing

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a memory foam mattress, ******* Sleep™ 8" Medium Memory Foam Mattress that was manufactured by Dorel Home Furnishings, on 5/25/16. I discovered on 4/13/23 that the mattress has been leaking fiberglass despite having never removed the mattress cover. Per the website that the mattress was purchased from, the mattress is under a 10 year warranty. I noticed heightened issues with shortness of breath and difficulty sleeping but never was able to figure out why, and I've now come to find out that this can be caused by the fiberglass. I discovered my entire bedroom was covered in fiberglass upon shining a light in the dark. The rest of my apartment also has been contaminated and I'm continuing to remove it to this day. I spent my vacation week as well as an additional unpaid week off from work to clean and try to remove the fiberglass from my home. I have thrown away all clothing, anything else made from fabric, like bath towels, area rugs, hats, purses, curtains and my couch. I had the carpet replaced in the bedroom. This issue has caused an enormous amount of stress and money spent in cleaning supplies, replacement of trashed belongings, loss of pay from missing work. I have not taken legal action yet, as I'm giving Dorel Home Furnishings an opportunity to rectify this matter. I have many receipts and can furnish those upon request.

  Business response

  05/24/2023

  Dorel Home Products (DHP) manufactures and imports products that meet federal and state mandatory regulations. In order for mattresses to meet federal flammability requirements, DHP uses physical fire retardant barriers, including barriers that use a continuous strand glass fiber / mod acrylic woven sock. These materials are used industry-wide on foam mattresses, and generally present no health concerns.  This is not the same as fiberglass.  We are reaching out to the consumer this week to complete a report. 

  Customer response

  05/31/2023

  Complaint: ********
  
  I am rejecting this response because: the mattress purchased via ******* and manufactured by Dorel Home Furnishings leaked a massive amount of glass fibers even through I did not remove the mattress cover, per Fiberglass Warning on the ******* website. This proves faulty design and unavoidable damage to personal belongings as well as monetary loss to replace carpet, damaged items and cleaning costs. 

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

  Business response

  06/08/2023

  DHP has been in constant communication with this consumer.  The original complaint was regarding fiberglass strands emitting from the mattress causing health concerns and cleanup costs.  DHP has assured the consumer that none of our mattresses contain fiberglass and what she is seeing are glass fibers which serve as an industry standard flame retardant barrier.  The customer's warranty expires in 2017, however DHP has offered a refund for the mattress and cost of cleaning supplies as a good will gesture.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Signature Home bed for my son. Upon putting the bed together we discovered an entire section of screws missing. I contacted the company via email on 4/3 as that is the only way to get through to the company. I then contacted again on 4/5 and 4/7 and have yet to hear back. I have tried to purchase other screws in order to put the bed together but can not find the exact screws. I have also discovered that another part of the bed is damaged so I cannot put this bed safely together without new parts but no one from the company will reach out to me.

  Business response

  04/14/2023

  The consumer initially contacted Dorel Home on April 3, during which time we had a system outage.  We responded to the consumer as soon as possible via email on April 7 to assist.  The consumer indicated in this complaint that they would prefer a phone call, which was made on Monday April 10 once our phones lines had been restored.  Our warranty covers replacement parts.  This was explained to the consumer who agreed to accept the part and an order was placed to ship the required part so the consumer can complete their build.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am another victim of the hazardous and negligent manufacturing and sale of a product, the ********* ***** mattress that was purchased on ****** on September 6th, 2019 sold by *** ********* and manufactured by Dorel Home Inc. Unfortunately, due to the negligence of not using enough caution to inform me not to remove the cover, or maybe not even putting a zipper there since we tend to use zippers very regularly, it's almost like an invite to open it. As you may or may not be well aware, fiberglass is a hazardous material and can cause significant health concerns when exposed to it, and using it in mattress coverings in place of flame retardants can pose risks. Due to the traumatic event caused by the minuscule fiberglass shards that have settled in my home, every surface has been affected, and it is very difficult to remove without professional help. As a result of the negligence, I have had to incur significant costs and damages, including the purchase of new HVAC systems, furniture, clothing, and carpeting. The hazards of fiberglass have also caused several health concerns since the cover was removed from the mattress and exposure. I hold *** ********* & Dorel Home Inc company liable for these damages and demand that you take immediate action to rectify the situation. I also worked from home and lost my employment due to this. Therefore, I demand that you immediately provide compensation for all damages incurred, including any medical expenses, the costs of cleaning up my home, and any replacement costs for damaged items. I also demand that you immediately discontinue the sale of the hazardous mattress and take all necessary steps to ensure that your products meet industry safety standards and are free of hazardous materials because it does not. If you are unwilling to take responsibility for the damages caused, I will have no choice but to take legal action. I hope that you will take this matter seriously and work towards resolving it as soon as possible.

  Business response

  03/22/2023

  Dorel has been in continuous contact with the consumer since they originally reached out in February.  Dorel has offered a resolution that the consumer has accepted and we are now working on the logistics of that resolution.  

  Customer response

  03/30/2023

  I would like to update you on the recent communication I received from Dorel Home Inc regarding our issue. I am happy to inform you that the company has provided me with a resolution to the matter at hand.
  However, we are currently in the process of finalizing the necessary steps to implement the resolution.

  I will reach out to Dorel Home Inc for a new update on March 31st, 2023

  Thank you,

  **** ******

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our wall bed completely broke when we went to move it 3 feet away to put in a new floor, after 9 months of extremely light use, and meticulously careful moving. Contacted the manufacturer after ********* said there was nothing they could do. The manufacturer (*********, owned by Dorel Home Furnishings) said there were very specific instructions for moving, but those were not documented anywhere in the instruction manual. After spending over $1000 on a wall bed, I am left with nothing after 9 months because no one wrote down how to move it?? Unacceptable. Stand behind your products. Do better. I’ve included the ridiculous response from *********. This is a product defect - it’s your instruction manual. It’s 57 pages long, and no where in it does it say there’s a different process for reattaching the bed to the wall. If it’s different than the first time, you should document that. We need a refund. Due to your lack of proper documentation, we are left with a heap of particle board. I was a technical writer, and leaving out such steps is grounds for a lawsuit. Refund me and fix your manual to avoid this again in the future for some other poor family.

  Business response

  02/17/2023

  We have been in communication with the consumer since February 3rd when she contacted us about her ********* **** Wall Bed purchased from ******* early in 2022. The bed consists of 2 components, a metal frame and the wood portion of the wall bed which is mounted to the wall. Per the instruction manual, the fully assembled wood portion of the wall bed must be attached to the wall prior to the metal frame being attached, and the fully assembled unit must remain attached to a wall. The consumer had unscrewed the wall bed from the wall with both components fully assembled in order to move it where it remained unsupported for an amount of time. When the consumer attempted to move the bed back and tried to reattach to the wall, pieces of the bed became damaged. Our warranty states that we will provide replacement parts to correct any manufacturer's defects. The damage to the bed was caused due to moving it with the heavy metal frame still attached to the wood portion of the bed, and then leaving it unmounted, which is not covered under the warranty.  We offered to provide replacement parts as a good will gesture, which the consumer has refused.

  Customer response

  02/17/2023

  Complaint: ********
  
  I am rejecting this response because: First if all, it was a ********* ******* and we purchased it from *********. Second of all you sell a bed for over $1000 that can never be moved? Don’t you think for that kind of money, your product should withstand being taken off the wall and moved?  And there is no indication that it is a permanent installment. It is not described as a permanent fixture anywhere in the product description, and it is definitely not mentioned even one time in the 57-page instruction manual. As for your offer for replacement parts, what exactly should I do with those? Put them on my broken particle board? This is completely unacceptable. 
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* dresser made us physically ill due to the EXTREMELY OVERWHELMING Formaldehyde SMELL!

  Business response

  02/08/2023

  Ready to assemble furniture made with particle board can emit an odor for a period of time. This is off-gassing from the formaldehyde used in the adhesives.  Usually this dissipates before reaching a consumer.  If it hasn't, we recommend several different methods to help alleviate the odor more quickly.  The odor itself poses no health risks, but can be very unpleasant.  As the consumer had already tried several methods to eliminate the odor, including placing the item out of doors and using charcoal sachets, we opted to refund the customer for the item.  The customer accepted that resolution and the refund was issued February 3rd.  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted company on November 22, 2022 because the electric fireplace we bought from them, through ******, stopped working. Since it was under warranty, they shipped us a replacement insert. We plugged it in and it did the same error code. I emailed the company and asked if there was a recall on this unit and they said no. They offered to ship another replacement insert or issue a manufacturer refund. This time we chose a refund. They said I needed to contact ****** at ************, in order to get a refund. On January 3rd I called ****** and they said they would process the manufacturer refund and to give it 48 hours to process. I called ****** on January 13th about the status of the refund and they transferred me to the business department and **** said I needed to ship the assembled electric fireplace unit back to ******, in order to process the refund. *** could pick it up at our home or we could drop it off at a *** store, but it needed to be boxed. Before attempting to disassemble and package the unit, we reached out to *********, in regard to how to package the unit and ship it back. I called ****** back on January 17th and this person said he could not issue me a shipping label, in order to ship the unit back and I needed to deal with ********* for a manufacturer warranty refund/return. We keep getting bounced back and forth. Can you please help us with the refund and how they want the fireplace to be dismantled, boxed, and shipped back? We have copies of our email exchange if needed. Thank you for your help.

  Business response

  01/24/2023

  We are unable to assist the consumer with any return process with the retailer.  The retailer sets their own return policies and Dorel Home does not have any influence over those policies.  However, we did reach out to the consumer Thursday 1-19 and Tuesday 1-24 to see if we can provide any assistance with the fireplace insert.  We have not yet received a response from the consumer, but will assist if/when we receive a reply. 

• Initial Complaint

  12/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company had a Black Friday deal which I took. The first box arrived within a week which was excellent, had two giant holes in it and the company did work with me because they could not replace it on a discount. I had ordered a second matching dresser in the same order. I requested multiple times information about the missing dresser and a month elapsed. On Christmas Day, they wrote me back and said we have confirmed that this was lost in the mail. Here's your refund even though we have them in stock we're not going to send you another one you can buy another one. Only now it's $100 more. I did not want a refund I wanted my product. Instead of collecting interest on the $700 that I spent you collected that interest. On top of that I did not ever get the matching dresser and there's not even one in the mail anymore. You asked me to be patient and I was and now I want the dresser I purchased for the price I purchased it.

  Business response

  12/28/2022

  Consumer contacted our Consumer Relations team regarding her 5 drawer dresser which had not delivered.  After allowing *** sufficient time with no scans to determine the item was lost in transit, our team refunded the consumer the entire purchase price for the dresser, as sending out a replacement unit was not an option at that time.  Unfortunately we are unable to reverse the refund.  The item is currently online at the same cost the consumer originally purchased it and stock is available if the consumer wishes to place a new order. We will price match to the original reduced price if the price changes before the consumer can place their order.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a dresser, night stand and desk back in august of 2021. Received items in September and October. Dresser was recieved broken but I was optimistic I could fix it. I was not able to fix it. All 3 items are falling apart and about to be thrown away after a year. They are made of cheap particle board and just not holding up. The company has a 1 year warranty so I reached out to them before the one year was up. After meeting all their demands for pictures of items front back and sides vin numbers and manufacture dates on all 3 items and then figuring out what items in the user manual I would need to fix the items.... they told me none of those items were in stock so there was nothing they could do. They referred me to ******* who sold there item but ******* only guarantees a 3 month warranty. This company does not hold up to their warranty and there are multiple reviews on this item showing it’s poor craftsmanship. My daughter is very mature for her age. If this item can’t hold up with my kid then this item should not be sold at all. The night stand is doing the splits with the inner bar holding it together snapping. We have used wood glue to no avail. Multiple drawers will no longer go in on the dresser or desk for different reasons. It’s just a horrible product. I’ve never had furniture fall apart like this. I just ordered a new dresser from another company because I’m embarrassed to have people over and it’s unusable. I’m about to throw out the desk and night stand as well..... it’s only been a year. I deserve some sort of resolution. New product or money back I’m still making payments to affirm and they e also told me there is nothing they can do.

  Business response

  11/30/2022

  We reached out to the consumer Monday November 28th to try to rectify this issue.  At this time we have not received a response, but will work with the consumer once we hear back.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a white lyndhurst mantle fireplace from ameriwood home. One of the pieces was damaged. I reached out to customer service and they said they could not ship me the single part I needed. I tried to return the item, but it is too heavy, the box is already opened, and I had started putting it together. I decided I would have to fix the board myself since I couldn’t get any help. While I was putting it the rest of the way together, there are multiple missfitting pieces. There are gaps on multiple different locations that are not fixable. I don’t know if I received a defective unit or not, but it seems like every review I read says something was wrong/broken/missing. I paid almost $500 for this fireplace and it has been nothing but a pain. I have no support to help me and I cannot just return the item for an exchange and they “can’t” send me single parts.

  Business response

  10/24/2022

  The consumer contacted our Consumer Relations Team on September 28th regarding some replacement parts.  Unfortunately the unit is imported and we are currently out of stock on replacement parts and cannot provide an accurate date of restock.  In this case, we instructed the consumer to return the item to the place of purchase for a refund or exchange as this is typically the quickest and easiest method to resolve the issue for the consumer.  We reached back out to the consumer on October 10th and offered to open a warranty claim investigation to see how best we can internally resolve this for the consumer.  The consumer has acknowledged this, but has not yet provided the information we requested to be able to assist.  We will work towards resolution with the consumer once the requested information has been received.  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Ameriwood Home ********************** from Amazon on 9/3/22. The item arrived on 9/8/22. Upon unboxing the item I discovered 2 parts were chipped/broken. Per their website the manufacturer provides a warranty for their products( if there are the defects in the material and workmanship). I requested 2 replacement parts on 9/5/22. An ameriwood customer rep ******* me on 9/8/22 stating that the parts were out of stock in their warehouse and not available to ship. The rep also suggested I return the item from where I purchased it. However having unboxed the item I don't not have the original packaging and can not return the item. If the instruction manual hadn't requested customer reach out the the manufacturer instead if returning the product I would have returned the item to Amazon. I reached out to Ameriwood requesting that perhaps the replacement parts be placed on backorder. As of today (9/18) I have not received a response. I'm not sure why Ameriwood would not honor their product warranty considering that they are still manufacturing this product.

  Business response

  09/24/2022

  Good Morning, 

  We have contacted the consumer and are working to resolved the issue with a full refund as the replacement parts needed for the unit she had are not available.

  The refund will be provided next Friday, Sept. 30th and the Consumer has accepted that resolution through correspondence with us.

  Thank you.

  Customer response

  09/25/2022

  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. However, my refund has not yet been issued. Untill the funds are sent to me I would like to reserve the right to keep this complaint open.
  
  Sincerely,
  
  *******************

*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. ↩