ComplaintsforWazo Furniture Inc

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been loyal clients of Wazo for several years now, and normally they are very responsive, however we have never had any "real" issues. A few months ago, we purchased several items, among them a king size bed frame. It was made very clear (in writing) that this bed was to be delivered to a location in Northern British Columbia, and the response from Wazo was "no problem". Fast forward several months, they are looking for an additional $600+ for delivery as apparently there are no carriers in their network who deliver to this area. The town we are living in is a major hub, and literally every carrier in Canada has an office here. Once I provided the written proof to Wazo customer service that they initially agreed to deliver here, they have gone silent. Repeated emails provide no response. I have also reached out to the salesperson who completed the transaction with us, she said she will raise the issue to her manager, now our messages to her go unanswered as well. At this point, we just want our money refunded.

  Business response

  12/12/2023

  Customer placed the order with us on September 15.  Part of the order to be shipped to Alberta and the other part to be shipped to BC.  The part for Alberta was shipped on September 18.  The other part, the bed, being shipped to BC was out of stock at the time of the order and shipment was expected to arrive at the end of November, which customer was aware.  The shipment arrived to the warehouse and the order was prepared for shipping.  The customer service team was then notified by the dispatch team that we did not have a carrier that could delivery to the remote area of BC for free and the shipping cost would have to be passed on to the customer.  The customer service team reached out to the customer to advise of the shipping fee and at that time the customer refused to pay the shipping fee.  Our dispatch team was made area of this and they began to look for other carriers and options to have the order shipped at no cost to the customer.  The dispatch team was able to locate a carrier, ***** *********, who could provide the delivery at no cost.  On November 23 I reached out to the customer to advise we located a carrier who could provide free shipping to the address in BC, which the customer replied Thank you for the update.  The order was shipped to the customer on November 27 and a confirmation email was sent to the customer.  On December 5, we received an email from the customer simply stating:  "refund on king size bed that is never going to arrive".  At this time the customer service rep advised that the order was in transit and provided detailed tracking information to the customer.  No reply or further requests were received by the customer.  The carrier has received the order at their terminal in the customers area and will be in contact with the customer to schedule the delivery as soon as possible.

  Customer response

  13/12/2023

  
  Complaint: ********

  I am rejecting this response because:
  

  If we hadn't purchased from Wazo previously, and had items shipped to actual remote destinations in BC, without any issue - I might actually believe their story.  **** *** **** is a major hub, and Wazo has used ******** *********** previously for us, of course they have a presence in ***, along with any other courier.  I'm not suggesting they use ** every time, just refuting their excuse of not having agreements with carriers serving BC.

  The bed was communicated since day 1 to be delivered to ***, of which there was never any mention of an extra charge.  Ever.  We knew the bed was back-ordered, that wasn't part of the complaint, neither was the sofa a problem.  Not sure why they felt the need to mention it, but not part of this issue.  The fact that out of the blue they wanted us to pay over 600 dollars for shipping the bed is where it started. Then go so far as to say that they can ship to a city close to us and we can go pick it up?? Then of course - as is apparent in many of the BBB cases I seen online, the Wazo customer service goes silent - which they did with us.  The lovely helpful person who was presenting us with the 600 dollar option simply ceased to exist or respond.  

  The bed is indeed in Grande Prairie, and to my great surprise (not), the courier only delivers every two weeks to **** *** ****.  And as I have a previous commitment on the 20th - which is their only delivery day until the New Year, I am now expected to wait until the 17th of January 2024.  No.  This is unacceptable, and I still want my money back.  We paid top dollar for these items - only to be treated poorly because Wazo forgot? that they were delivering part of this order to a different province.  

  I am very stressed out by this negligence and tired of sleeping on the floor while waiting for something that was clearly communicated from our side since September 08.  If we wait for this bed, it will be almost 5 months.  This is an abuse of customer relations, and frankly I don't want the reminder of this sham every time I try to go to sleep.

  I would like my money refunded and try to forget that Wazo exists.

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

  Business response

  19/12/2023

  We at Wazo do not use ******** *********** and never have.  The carrier that we assign to the delivery may use a third party contracted carrier to delivery to areas that they do not deliver to due to the remote location.  We have been in contact with the customer through email and they have requested the cancellation and the refund of the bed.  We can confirm that the order was cancelled with the carrier on December 15, which we informed the cx about and will be processing the refund within 15 days.

  Please see correspondence with cx below:

  
  Hello ******,
   
  Completely understandable.  
   
  Again, I do apologize.  I have made arrangements with our dispatch team to cancel the shipment with the carrier and to have it returned back to the warehouse.  I will proceed with the refund.  Please allow 10-15 days for the refund to be processed and to appear on your statement.  Once the refund is processed on our end, a confirmation email will be sent.
   
  I would like to extend a $150 Wazo gift card for all the inconveniences encounted and to hopefully be able to do business with you again.  If you are willing to accept the gift card, please let me know and I will have the marketing team send it out within 3-5 business days.  I completely understand if you decline.
   
  Awaiting your reply.
   
  ********* - The Wazo Team
  Customer Service Manager
  
  ****** ************ ********* ****** ***
  
  This is a follow-up to your previous request #****** "refund on king size bed tha..."
  Hello.  So, we are back to this again.
  
  I want my money back, keep the bed.  This is ridiculous, we have spent thousands and thousands with Wazo, and our friends have spend money with Wazo based on our recommendation, and I can promise you that this will NEVER happen again.
  
  Keep the bed, give me my money back.  *** **** *** ******* ***** *** * ** ***** ** ***
  
  Yes the bed is in ****** ******** and no, apparently it won’t be delivered for another week because whatever cheap service you requested only delivers every two weeks?? **** ** *** ***** * **** **** ******* ** ****** ** *****  I can’t accept it on the only day they are able to deliver to BC…so guess what, now it’s pushed to the end of January!!!
  
  GIVE ME MY MONEY BACK PLEASE.
  
  If you guys even care, call me.
  
  ***** *** ****

   Hello *** ********

   
  Your order was shipped on November 27th via carrier [*****], and the tracking number assigned to your shipment is [*******]. We're thrilled that your purchase is on its way to you!
   
  The estimated delivery date will soon be notified to you. If you're eager to get real-time updates on the status of your shipment, you can directly connect with the carrier through their tracking portal: [https://**************.com/tracking/] or by contacting them at 1-************.

   

   We're dedicated to ensuring your order reaches you promptly and safely. Should you have any further questions or need assistance, feel free to reach out. We're here to help.
   
  Thank you for choosing Wazo Team. We appreciate your business!
   
  Kind regards,
   
  Vaibhav
  Wazo Team
  
  ****** *************** ** ****** ***
   
  Hello. Should be:
  
  ********
  
  Thanks
  ** ** ***** *** ****
  
  ********** ** ****** ***********
  
  Hello ****** 
  
  Please provide me the order no, 
  
  Thanks
  
  ****** *************** ** ****** ***
  
  refund on king size bed that is never going to arrive
  ------------------
  Submitted from: https:/*****************e.com/pages/returns

   

  Customer response

  19/12/2023

  
  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.
  

  Trusting that the refund comes promptly.

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

• Initial Complaint

  29/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bed from Wazo on August 1st. It was out of stock but the website indicated that it would be back in stock in September. I didn't need it until November 1st, so I figured that would be fine. By October I still hadn't heard anything form Wazo regarding the order. I reached out to their customer service team and was informed that the bed had shipped on October 11th. Two weeks later I still hadn't received it, so I reached out again, several more times. Each time I was told the bed was being shipped but that the shipping company didn't offer tracking. Wazo's customer service team told me that I would hear from the shipping company to arrange delivery on November 1. I didn't receive the bed until November 7th. By then I'd ordered a replacement bed from a different company because I didn't want to sleep on the floor. I contacted Wazo on November 7th to iniate a return. It's now November 29th and the bed is still sitting in my garage because Wazo's shipping company has not contacted me to coordinate a pickup date. I have followed up with Wazo several times and each time they tell me that someone will be in touch, but it has been 3 weeks and I haven't heard anything. I want this bed out of my garage and I want a refund for my purchase. It's especially frustrating because not only have I spent several hours of my life managing this shipment and return, but they're also charging me for it. I think it's only fair that shipping fees and the cost of the product be returned to me. I've been following up with Wazo about this bed EVERY week since October 1st. I'm sick of it. * **** **** ******* *** **** ******* ** ** **** ***** I want my money back AND my time back, but since I can't have the time, I'll settle for a refund. I purchased the bed using ********, so I'm still making monthly payments on it. I just want to be DONE. I can provide screenshots of every single communication I had with Wazo if necessary.

  Business response

  06/12/2023

  The issue has been resolved.

  We have made arrangements with another carrier for the return pick up of the order.  The return pick up is scheduled for December 7 2023.  We have advised the customer and a refund will be processed once we have confirmation that the order has been picked up and is on its way back to the warehouse.

  If there are any further questions or concerns, please contact us back so we can come to a satisfactory resolution.

  Customer response

  14/12/2023

  
  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

  20/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  4/11/23 - Purchase on-line confirmed via email. *********) * **** ** ** ***** ***** ****** *** ***** **** ******* ** ******** **** *** *** **** ****** ****** ** ******** *** ********. Delivery time estimated at ~4-12 weeks, varying by item on the order. 5/18/23 - Email received stating order was cancelled and refunded due to "potential fraud". Apparently Wazo thinks it's ok to wait FIVE (5) weeks and then CANCEL an order without even engaging their customer first. I disagree. I replied to the cancellation mail and was told that they could REINITIATE the order if I agreed to a video call in which I could prove my identity and validate the card used. I REFUSED. I CANNOT SUPPORT THAT DISGUSTING BUSINESS MODEL. 6/1/23 - STILL NO REFUND ON THAT CARD so I called them again. I informed them that the credit card payment was due 6/5/23. I WAS ASSURED THAT PAYMENT WOULD BE REFUNDED TO THE CC THE SAME DAY. ********* ** *** ****** ********** ******* ***** string for cancellation). At this point I'd been told it was refunded in the May 18'th mail and then again on June 1'st. 6/20/23 - STILL NO REFUND ON MY CREDIT CARD. Credit card payment is now overdue, late fee of $40 will be charged in addition to interest that will appear on the next bill. Note that I did not pay the bill because I'm not using that card for anything else right now so a credit is useless to me. Wazo had SEVEN weeks after the order was initiated to refund my money and did not do so. I'm calling today but I am not even expecting to get resolution this time, and I won't trust what they tell me now anyway.

• Initial Complaint

  29/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a painting on canvas art on April 14th, 2023. Went through a long delay last year with this art as the delivery kept being delayed, 8 months in total so I finally cancelled the order. It took 31 days and many follow up emails asking for the refund. I decided to try again this year since it appeared to be back in stock and I really liked this piece. April 17th, 2023 I received an email advising that this is a pre-order item (doesn’t say that on the website) and they will advise shortly with an estimated arrival date. I emailed them on April 18th, April 24, April 28th following up. The only response is generic “Someone will be in touch 24 – 48 hours..” On May 3rd, I received an email that the art is out of stock with no estimate back in stock date. On May 4th, 2023 I cancelled the order. I received an email on May 17th that they will rush the refund 10 – 15 days instead of 10 – 30 days. I sent follow up emails on May 12th, May 20th, May 26th, May 29th. Still no refund!! Absolutely unacceptable. I will not order from this company ever again. Order Number ******** - $149.22 awaiting refund

  Customer response

  21/06/2023

  Since I filed this complaint, Wazo Furniture finally refunded the full amount that was owed. 

• Initial Complaint

  15/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 5 2023 I placed an order(********) with wazo furniture for a sofa that was back ordered and was advertised to be shipped in early may. I placed the order on the behalf of my mom who doesn’t speak English and bases her choices on photo’s advertised. I spoke to my mother after a few days and realized she is not aware the items she ordered only includes 3 pieces and not the 4 sofas in the advertised in the photo. I emailed wazo to cancel the order on April 9. I didn’t get a reply so I decided to call the next day since I wanted to cancel before the item is shipped in may. I reached a representative called Christine who informed me she cannot cancel the order since it’s been shipped while I never received any shipping confirmation. I asked her what I can do and eventually she agreed to cancel my order and said I’ll be refunded once the item is received back at their warehouse. I asked for tracking number so I can follow along too and was only told the item was received back at their warehouse in April 13. Again no real proof the items was ever sent or any tracking was provided I just had to trust her word for it. It is now past 30 days since the item allegedly been received back in their stock but no refund was made. This is no small amount I am owed 2229.33$ I never had to wait more than 30 days for a refund at the same time I never had to just trust a company that an item was shipped when no official confirmation was ever sent to me. This has caused a lot of frustration & anxiety for my mother she feels scammed by this company and at a loss. Not to mention that all this has to be done though me since she cannot speak English I shouldn’t be chasing a company for a refund. Please help me.

  Customer response

  18/05/2023

  I finally received a refund confirmation from the company and the issue is now resolved. 
  I appreciate the help. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called to cancel the order on Apr 12, received confirmation that it was cancelled successfully on the same day with “Refunded” note. As of today May 12, still have not received any refund from the company. Called their customer hotline multiple times but still no progress, keep delaying. **** ** * *** ******** ********, the company just want to take the order from customer, but do not want to proceed the refund or taking it seriously.

  Customer response

  06/06/2023

  Eventually the company reached out to me and proceed the refund, I received it already.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  23 Dec2022, $424.53, with a shipping estimate of 2 -3 days , for a side table solid sugar wood. After so many different calls no products and no refund. It s been approx 75 days and no news about the products and no news about refund. I requested for a refund and they said might be 30 more days for refund. As of now I simply lost my money.

  Customer response

  30/03/2023

  I have not heard anything from the company . However,  i just received the refund 2 days ago, after 90 days they refunded me. No further communication or conversation. 

• Initial Complaint

  18/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  When I got coffee table, I saw some scratch. However, because of holiday session, I was not able to reach you out.I called them couple of time. Now, every day , my coffee table becomes worse. every single day, when I checked, it peeling off. In the story, I asked that it will be any issue with peeling off because it looks sensitive. They said no. However, even it is not one months, it is really bad. I cannot image in next moths or in the years. I paid a lot of money. I cannot accept this coffee table this way. I have paid 750 dollar and in the three weeks peeling off. And they said that they cannot exchange or return because of two weeks policy. I understand, they have two weeks policy. However, what will happen to my 750 dollar and non quality coffee table. If peeling of that fast in three weeks , I will through garbage in two moths. . I didn't pay 750 to get very non quality coffee table. Also, when I discuss costumer service, she does not let me explain. He just keeping say we have two weeks policy. She yelled and she hang up phone on me. What kind of costumer service it is. **** *** *** **** **** **** ****** **** ********* * * ****** **** ****** ******* ** *** ********* ** *** * Also, they said they that they have one year warranty. What about warrant included? I need your help. Thank you. *** *** *** ******** ***********. Order number is : ********

• Initial Complaint

  13/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed our order for a live edge table with dining benches in July. Received the table in august as I needed a table ** *** *** **** as we didn’t have one. Benches were back ordered with a date of august 30th. It came and went then they said September 30th and now after 3 months they’re telling me October. They never once reached out to tell me this it wasn’t until after I emailed did they ever say there was a delay. *** **** ** using camp chairs to eat dinner and I want a refund or my benches.

• Initial Complaint

  22/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Jan 14 2022 I ordered for 4 chairs from Wazo online. Jan 18 I received notification of shipment, recieved order next week. 3 weeks later, I noticed one of the chairs was broken. I emailed Wazo pictures of the broken chair, they offered to replace the chair at no cost. Feb 17 I received an email showing a refund for the broken chair and order # for replacement chair *******. 4 weeks later I had not receive replacement chair. Meanwhile, a 2nd chair broke in same way as the 1st. April 11 I emailed Wazo to check on status of 1st replacement chair, and reported the 2nd broken chair with pictures. April 12 Wazo agreed to replace 2nd broken chair, order # ********. Wazo informed me that the 1st replacement chair had already been delivered, and sent me the *** delivery certificate, tracking # ******************. I reviewed the delivery slip and saw that it was delivered to the wrong address on March 17.April 12 I called the store where the chair was delivered and they didn't have it. I told Wazo that it was delivered to the wrong address. I opened an investigation with ***.April 13 Wazo said it was out of their hands. April 18 I was notified that shipment of the replacement for the second broken chair, ******** was on its way. April 20 I received replacement for 2nd broken chair May 3 *** investigation declares the replacement the 1st broken chair as lost. *** advised me to contact shipper for further steps. I notify Wazo. May 4 Wazo responded that they didn't receive the shipment back and that they had already taken my word that I didn't receive the 1st replacement and that they sent another chair to replace the lost chair, and since I have received another chair, there was nothing more I can do. May 4 I tell Wazo I recieved replacement for 2nd broken chair, but since replacement for 1st broken chair was lost in shipping, I have not yet gotten the replacement for the 1st broken chair that was promised. No response from Wazo. May 25 I follow up, no response from Wazo

  Customer response

  28/06/2022

  Since filing this complaint, a customer service manager immediately reached out to me and the problems were resolved quickly and to my satisfaction.

*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. ↩