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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On December 15th, I placed an order for a 12v electric ride on car for $107.99. The order was supposed to arrive the 18th and never showed up and now it is saying it will be here the 24th. The issue is the tracking only says label created nothing has changed in three days and no movement, and when I contact the seller they say it might be out of stock, which makes no sense because if its out of stock it should have never been said to be shipped and a shipping label should have never been created. The only reason for this is so that customers cant receive their money back after being scammed, in their Amazon reviews there are nothing but people with the same issue and ****** is doing nothing about it. I cant buy my son anything for Christmas because they took my money and wont give it back until the day after Christmas and its all apart of their scam because from the reviews theyve done it to countless people.
Business response
12/23/2024
Date: 12/23/2024
BBB# ********
Dear ********,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you did not receive your Best Choice Products Kids 12V Electric Ride-On Car. Unfortunately,this item was not picked up by the carrier for delivery. However, we are happy to see that the full refund for your item was successfully processed on 12/19/2024 back to ******. You can expect your refund to return to your original form of payment within 3-5 days depending on your financial institution.Again, we want to apologize for any inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
12/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # *******. Ordered an item that said it would be delivered by Christmas present. I have phoned the company because I havent received any notification that said the item has been shipped. You cannot speak to a live person. Emailed and the response was there has been no movement on the shipping of this item. I can go ahead and start a return/refund. So I tried a live chat. All it does is tell you to hold on a moment and nothing. No reply. I have a 6 year old grandchild who is thinking this item will be there Christmas morning. It is so wrong not to be able to speak with a live person. Shame on you!Business response
12/23/2024
Date: 12/23/2024
BBB# ********
Dear ****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Delivery
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you have not received your Best Choice Products Pretend Play Cottage Kitchen Wooden Toy Set.We show this item left our warehouse on 12/14/2024 and according to *****, is expected to arrive on 12/24/2024. Unfortunately,once an item has left our warehouse it is largely in control of the carrier. Being a valued customer, we have processed a full refund for the delay. You can expect your refund to return to your original form of payment within 1-3 business days. We dont want to inconvenience you any further by having you return the item once it arrives.
Secondly, we want to apologize that you had difficulty reaching our customer service via phone. We have found out our customers prefer to reach us by chat or email, and we are currently concentrating on these channels. Please know you can schedule a live call back by going to our website help channel. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
01/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ******
Initial Complaint
11/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased BCP 3-seat L-shape Tufted Faux Leather Sectional Sofa Couch Set w/*************, Ottoman Bench-White, via *********** on 10.27_2024. Two large boxes 90 and 72 lbs were delivered to the address on *****. Daughter and friend carried upstairs to 2nd floor apt as I am 60 and have 3 major health issues. Upon unboxing was clear that chaise-lounge piece had been shipped previously used and damaged as the foam wrapping was on the outside and the inside was dirty. Also dirt in the crevice. The second box contained the 2nd part that the chaise lounge connects to and appeared undamaged. There was no ottoman as advertised in either box nor a third box in the shipment. See photos. To get a refund company is telling me I must repack and load the 90 and 70 lbs boxes in a vehicle and get to a ***** shipping location which is physically impossible for health and auto reasons - I have expressed this numerous times. Don't understand why as they were delivered to my dooorstep. Meanwhile both my living room and my funds are tied up in limbo. Since I am unable to return these items and since they won't pay for ***** to come in and pick up, I want the ottoman shipped to me and a refund for the product that I can use towards repairing and cleaning the items. Feeling very much scammed here! Incomplete order as (falsely) advertised, what arrived was damaged and used (again said new--no mention of used), and company refuses to pay for pick-up to return for refund.Business response
11/19/2024
Date: 11/19/2024
BBB# ********
Dear Kitt,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund; Finish the job
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that your Best Choice Products 3-Seat L-Shape Tufted Faux Leather Sectional Sofa Couch Set was damaged and for all the back and forth regarding the pick up request. However,we are happy to see that a full refund resolution has already been provided with no need to return. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the Best Choice Products 10ft Solar LED Offset Hanging Market Patio Umbrella twice, once directly from Best Choice Products. Once from ******, both units have broken after minimal use. The first umbrella, bought from ***, rusted at the bottom as though it had been previously used. The second, purchased from ******, broke at the top due to a plastic failure after only three uses. I was away most of the summer due to my mother's illness and barely used the umbrella before it broke.**** support informed me that both items are outside the 60-day warranty, and no replacements can be offered without an extended warranty. Given my unusual circumstances and minimal usage of these umbrellas, I'm requesting an exception to the policy for at least one replacement or repair solution.Business response
10/31/2024
Date: 10/31/2024
BBB# ********
Dear *****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Replacement
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that your Best Choice Products 10ft Solar LED Offset Hanging Outdoor Market Patio Umbrella is broken. Since this purchase was made on 5/29/2023, it is beyond our 60-day warranty.
Being a valued customer, we have waived our warranty policy and submitted a full replacement for the umbrella. We dont want to inconvenience you any further by having you return the one you have now. Please allow ***** hours to process the replacement and 3-5 days to arrive at the above address. Again, we want to apologize for the inconvenience this may have caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
11/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** **********
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i purchased the back in 2023 and i understand that it had a 60 day warranty but it was a gift to my grandson and i had no info on the warranty . i purchased through ****** for $236.56 so several months ago i was told it stopped working so i reached out to the company 5 times they stated they responded but i got nothing i also checked SPAM. so today i contacted ****** for their help thet told me i need to call them no e mails they do not respond so i tried that but i all i could do was a chat this is where the phone number took me.but the conclusion at the end of all this was they were no help . i offered to pay the shipping back to get it fixed but i was told no they would not fix it.i hope you can help .. they seem not wanting to help me .. it now become an issue why can't i pay to get it fixed . i no longer have confidence it ther products and will purchase a new one elsewhere . .****** ******** ps i attached the chat and the purchase from ******Business response
10/21/2024
Date: 10/21/2024
BBB# ********
Dear ******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Exchange
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you made several attempts to contact us regarding this issue and you stated that we never responded. Please know that sent emails regarding your issue on 9/1/2024,9/9/2024, and 9/12/2024. Since this purchase was made on 4/2/2023, it is beyond our 60-day warranty. Also, we have already provided a full replacement on 5/2/2023. Being a valued customer, we will waive our warranty policy and would like to offer you a full replacement for the item. Again, we want to apologize for any inconvenience this may have caused you.
We will wait for your response to proceed.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
10/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We have 2 drum sets made by ***. Both as gifts. One is over 60 days old which is the company warranty period. The other is 2 weeks old. The pedals have come apart and they will not offer a replacement or any help because they were gifts. Terrible customer service and offered no solutions.Business response
10/09/2024
Date: 10/9/2024
BBB# ********
Dear *******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
RepairFirst and foremost, we want to apologize that you have issues with the 2 drum kits that were gifted to you. Please know that without an order number we cannot verify that the orders were purchased from us and not from an unauthorized 3rd party even though the products are from BCP. However, as a courtesy, we are willing to provide a full replacement for these products. If you could please verify the following:
The shipping address is: ****************************************
The items are:
SKY1257 Best Choice Products Kids Beginner 3-Piece Drum,Musical Instrument Set w/ Sticks, Cushioned Stool, Drum Pedal Red
SKY5565 Best Choice Products 5-Piece Kids Beginner Junior Size Drum Set, Percussion Instrument Starter ************ BlackOnce we hear back from you, we will provide a full replacement for these items since the parts you requested are not sourced separately from the items. Again, we want to apologize for any inconvenience this may have caused you.
We will wait for your response to proceed.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
10/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ********
Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a $700 patio sectional from Best Choice Products in May 2021. This set has been kept in a weather-protected sunroom since then. This month, I attempted to remove the cushion covers to wash them. Inside, the waterproof liners had disintegrated, releasing thousands of fine chalky material particles, which irritated my skin and were easily inhaled. This issue affects every single cushion in the set. I cannot disassemble or wash them as a result. I reached out to the brand to request information about the material composition because I no longer have the tags attached to the cushions. Best Choice Products did not provide any materials information. They simply said: "Per our product expert, we just received such an issue with the sofa. Moreover, to provide assurance, a PROP 65 warning is(not) to be found on item or manual, shouldn't be a concern. You have the choice to not use the sofa set if you are uncomfortable with it producing chalky dust."When I requested replacement cushions or a refund, they refused as it's outside of the 60-day warranty. I understand this is their policy, but I am extremely concerned about the material quality of these products. I've never seen any fabric behave in this way and still don't know what I inhaled.Business response
09/10/2024
Date: 9/10/2024
BBB# ********
Dear ****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
First and foremost, we want to apologize that the material inside the cushions for your Best Choice Products Outdoor Rope Woven Sofa Patio Furniture has deteriorated. Since this purchase was made on 5/24/2021, it is well beyond our warranty. We would like to resolve this issue by waving our warranty policy and offering a 50% partial refund. This refund will be processed through *************** since we can no longer process the refund via Amazon due to the time lapse from purchase. Simply respond to this email if this is an acceptable resolution and we will then provide further instructions on the refund process. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
09/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Best Choice Products 7-Piece Outdoor Modular Patio Conversation Wicker Sectional Set on April 15, 2024. Not even five months later, every cushion has black mildew all over it. I've tried washing the covers. This set sits on a screened in porch. I contacted BCP today (9/5/24). They told me to contact Target, who I originally purchased it from. Target told me to contact BCP. BCP says that since it is outside their sixty day window, there is nothing that can be done. I have pictures of the furniture and chat. BCP promises customers the following according to their website:BCP follows three foundational pillars to success:Products We develop and build top-rated products that meet our standard of excellence.Customers Our product experts elevate everything from style, function, and customer support.Value ****************** is what we do best, shopping is always direct from us to you!Their product and customer support is subar. I would like a partial refund to purchase new cushions elsewhere since they are unwilling to send me new ones. As a teacher with five children at home, I don't have money to throw away. I paid a lot for this set because I thought it was going to be good quality furniture. Not even six months, it's useless unless my family sits on it cushionless.Business response
09/10/2024
Date: 9/10/2024
BBB# ********
Dear Rose,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
First and foremost, we want to apologize that your Best Choice Products 7-Piece Outdoor Modular Patio Conversation Furniture set purchased on 4/15/2024 has black mildew all over it. We understand you are seeking a partial refund to purchase the cushions on the open market. Although we have already offered you a 30% discount towards the purchase of a new patio set, we would like to offer you a $190.00 partial refund via *************** since this purchase was made through Target and we do not have your payment information for security purposes. Simply respond to this email if this is an acceptable resolution and we will then provide the details on processing the refund through ***************. Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsCustomer response
09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
08/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received the companys product as a gift. I did not have the order number, however, I shared the box and shipping labels as I didnt have the rest. I wanted to share that a key piece to the product (a support leg) was missing from the box and I needed the part to complete the build of the product. I shared that it was a gift and I wasnt able to obtain the original order number but I was willing to buy the part since I couldnt provide that. I was told Id have to purchase a whole new product because they werent able to locate the order and they do not sell spare parts. The product is useless without this back support leg and Im now stuck with this chair I cant use and have no option to obtain the missing part.Business response
08/29/2024
Date: 8/29/2024
BBB# ********
Dear *******,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
I would like the back support leg sent to me so I can finish the build of the product
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you received the Best Choice Products Hanging Curved Chaise Lounge Chair as a gift and is missing the support legs. Since this was a gift, please know that we cannot provide a resolution without the order# or the name of the original purchaser to verify shipping address and if a refund has already been processed for the order. The images you provided did not show the shipping label which would have the order number.
Secondly, unfortunately our systems are not set up to sell items or parts to the general public.
If you could please provide an image of the shipping label or Order# or Name of Purchaser, we could then verify the order and provide a resolution to your satisfaction.
We will wait for your response to proceed.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice ProductsInitial Complaint
07/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a Patio Umbrella from BC through Amazon. Umbrella was received April 10th. 2 months ago I came home to find my Umbrella was on the Ground. Upon examining what had happened I noticed that the Pin that holds the lift bar in place with the lift cup had fallen out. When trying to fix it I noticed the top plastic piece on top of the pole that supports the umbrella was bent and Umbrella was leaning to the side. I reached out to the company via the web site a week went by no response ( I also posted a review on Amazon). A week later I sent another response & posted another review on Amazon. Again another week goes by and no response. I contacted Amazon and filed a complaint. Amazon sent BC a message and that was when someone contacted me. The Rep told me that the Umbrella did not have pins. I then sent the Rep pictures of the location of the pin on the lift bar. It seems Reps dont know the dynamics of the Umbrella. I also sent the picture of the top connector that was bent making the Umbrella lean all the way over. Finally they sent me a replacement. The Replacement was received about 3 weeks ago. Setting it up was fine, everything looked good. A few components were a bit different from the original which made me realize that the original umbrella was not made correctly as parts were missing. Which I sent the Company an email telling them of what I found and how they need to have a better quality control over there products. Well, last week I noticed my Umbrella was not how I left it straight, the umbrella had leaned all the way over to the right. When checking it out, I noticed that the top piece that hold umbrella connected to the pole had bent to the right side, again as it did with the 1st 1. I sent an email from the emails that was sent to my by the company to complain asking for a refund. The rep that responded asked me about the base. I sent them a pic of base which is the right one. Response was warranty has ended and they would not issue a refund.Business response
07/26/2024
Date: 7/26/2024
BBB# ********
Dear ****,
It has been brought to our attention by the Better Business Bureau that we did not meet our goal in providing you the best service possible that Best Choice Products is known for and we wanted to take this opportunity to follow up with you.
Desired Settlement:
Refund
What Best Choice Products have done to meet your desired resolution:
First and foremost, we want to apologize that you have experienced issues with your Best Choice Products 10ft Offset Hanging Outdoor Market Patio Umbrella and the replacement that we issued. However, we are happy to see that a refund has already been issued for your umbrella on 7/26/2024.You can expect your full refund to return to your original form of payment within 1-3 business days, Again, we want to apologize for the inconvenience this has caused you.
We appreciate you reaching out to us to resolve this matter.Have a wonderful day.
Sincerely,
Escalation Team
Best Choice Products
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67 total complaints in the last 3 years.
27 complaints closed in the last 12 months.
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