Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a pool table early November 2024. We were not ready to buy the day we did because the room was not ready. Our sales person told us we could buy the pool table that day and they would hold it in the warehouse “with your name on it”, and then we could pay the sale price. Now we call to schedule delivery and are told there is no pool table being held. In fact they are out of stock and might get more in March. Why would this company use this tactic? No doubt now they will try to bait and switch to a more expensive table that is “in stock”.

  Customer response

  01/30/2025

  *********,

   

  Watsons reached out and are working to resolve the situation.  I would like to close the complaint as resolved, but do hope this situation becomes part of any analysis to determine if this company has a pattern of the same behavior. 

   

  Regards,

  **** ********** 

  ###-###-####

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a recliner and was delivered damaged,driver said he could leave it and will order a new one.did not hear form Watson’s ,went to store and they said they only wanted to fixed it. I ordered it new and think I should receive it new not fix the damage they cause.

  

  Business response

  11/18/2024

  We informed **** ***** we would pick up the damaged chair and offer a full refund, or she could keep the chair to use for a loaner till her new chair arrived. We let her know a new chair was coming from our ****** store on 11/21 and we would set up the exchange upon being received into our warehouse.  She informed us that she didn't communicate the resolution with her husband which led to the complaint filed.

  Customer response

  11/22/2024

  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. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ****** hot tub from Watson's in Florence Ky. July notice said hot tub was leaking. Repair booked out far. August 8/13/2024 repair man replaced pump nipple on JP2. Charged 97.52 for "out of zone" milage fee. Last week noticed said hot tub was still losing water. Contacted Watson's. They said they would send someone out with parts and labor fees waived but will not waive "out of zone"milage. This is not my fault that the repairs werent made correctly on the 8/13/2024 visit. This hot tub was purchased new and already having faults and Watson's should make this right.

  

  Business response

  09/18/2024

  Dear *** ******, 

  I hope this message finds you well and I want to express my sincere gratitude for your patience and understanding during the recent resolution of your concern regarding out of zone mileage fees. Your willingness to collaborate with us allowed us to address your concerns effectively. We value your feedback and are committed to providing you with the best service possible.

  Thank you again for taking my call and allowing us the opportunity to make things right. We will immediately waive the fee that you incurred due to the lack of adequate communication  explaining why and how out of zone mileage fees are applied. If you have any further questions or need assistance, please feel free to reach out.

  Best regards,

  Wendy K***

  Director, Customer Service

  Watson's

  Customer response

  09/20/2024

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Plank & Hide model # ******** was purchased from Watson's on 3/27/2023. The patio set came with a warranty that included 36 months for the finish. The table and chairs were kept covered for 5 months during the fall and winter. 14 months after purchase the table developed extensive stains all over the surface from rain water that we could not remove. We went to the Watson's store and filed a claim on approximately 7/16/2024 for the faulty finish. The representative was Adam R****. At that time we were given nothing to indicate we had filed a claim, but were told we would receive a response. After hearing nothing for two weeks we went back to the store and spoke with Mr. R**** again and asked for a receipt to prove that we had filed the claim. He provided us with a printout with the model number and a note that a claim was filed. On 8/15/2024 I received an email from Mr. R**** which stated, "this claim was denied due to being determined as leaving water on the table, causing the finish to discolor. This is not something that is covered under the manufacturer's warranty."

  

  Business response

  08/16/2024

  Dear *** *******, 

  Thank you for chatting with me today. We appreciate you  bringing your concerns to our attention  via the Better Business Bureau. We take customer feedback seriously and are committed to resolving any issues in a timely and satisfactory manner. We want to assure you that we are dedicated to satisfying your request for a replacement table. Rest assured, that we are actively working on resolving this matter promptly with a replacement delivery by end of next week ( as we discussed).  Our goal is to ensure that you are completely satisfied with your experience with us. 

  Please feel free to reach out to me directly at the number I have provided to you if you have any additional questions or concerns. We value your feedback and appreciate the opportunity to make things right.

  Thank you for your understanding and patience as we work to address this issue.

  Sincerely, 

  Wendy B. K***

  Director of Customer Service

   

  Customer response

  08/22/2024

  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. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two year old upgraded, leather recliner is leaning to one side. When I sit in the recliner, I slide to the lower right corner. When you recline the chair, you can see that it tilts to the right. Watson's sent a repairman on 4/30/2024 and he couldn't find anything mechanically wrong with the chair but said there's a definite lean and he would talk to his supervisor and someone would call me. I haven't heard a word but they charged my credit card $158 for a service call of which I wasn't told about and would like a refund. I have called the service center and left messages, text, emailed and no one has responded. I called the store where I purchased the furniture and they told me they would email the service center and someone would contact me. No one has contacted me. This is extremely frustrating and unacceptable. At this point, I want the recliner replaced.

  

  Business response

  06/21/2024

  Dear **** *******

  Thank you for bringing this matter to our attention through the BBB. We apologize for any inconvenience you have experienced.  We are committed to resolving your issue promptly. Please be assured that we support your request fully. Our team is already looking into the situation and have reached out to you twice today to ensure a satisfactory resolution.  We are happy to provide the replacement power recliner per your desired settlement resolution. Please contact me at your earliest convenience, so that we can make arrangements for delivery. I did leave my contact information on your voicemail. I will also follow up again on Monday June 24, 2024 if I have not yet heard back from you. Thank you for the opportunity to make things right. 

  Sincerely

  Wendy K***

  Director, Customer Service

  Watson's

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a table and chairs from Watson's on 2/10/2024. We looked at a model that was on the floor (last one you take this table and chairs) and could not purchase extra chairs for it so we went with another model where we would get a new table and 6 chairs. The table was delivered and set up by Watson's on 2/20/2024. It is a game table, so they set up with the game table side up. My wife and I wanted to see how easy it was to change it to a dining table, so we turned it over. That is when we saw marks the nylon bumpers had made on the dining side after only being on the table frame for less than an hour. These marks would not wipe or wash off so I would like a new table top or a refund of $500 on the table I paid full price for a used table. The rest of my attempt to get a settlement through Watson's I put in the Word document since I ran out of characters. It is a log I kept.

  

  Business response

  06/18/2024

  Dear *** ******,

  At Watson's, we strive to provide an exceptional experience for our customers.

  After reviewing your BBB submission, we would like to offer a solution to provide you with a new table top.  Watson's President, Chris S*****, left a voicemail for you yesterday at 5:46, and outlined our plan to exchange your current table top this week, pending your approval. We would also like to provide you with a $100.00 gift card for future use, as a courtesy for the unexpected delays.  

  We appreciate your willingness to allow us to address your concerns and improve your experience.

  Thank you,

  Lizz J*******

  Assistant Service Manager

  ###-###-#### 

  Customer response

  06/19/2024

  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.   I appreciate the time Chris S***** took to call me personally to resolve this matter.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a $4000 recliner sectional in February of 2023. Furniture arrived in March. By October 2023, 2 out of the 3 recliners stopped working. Made a call to have the warranty that came with furniture to come look at couch. October 18, service came to my home. Was here for 10 mins said he would order parts and we would receive a phone call. 6 weeks go by and no phone call received. After multiple calls placed to Watson's service we were finally told parts were on back order and should arrive Dec 31. Call placed to service approx jan 13, again no one called us with an update, spoke with manager Anna who promised an update by the end of week. Even gave me her personal number. No phone call received again!!! After a call and left message, Anna finally reached out with the same update on Jan 31, that the order is on back order. It is now March 5 and no update. 5 months with a broken couch and no one seems to care. Even asked to give us a new couch. At this point I want my money back and they can take the couch back. I have never experienced such lack of communication with a company before. It has almost been broken longer than we were able to enjoy it. I will never purchase another item from them again!!

  

  Business response

  03/12/2024

  Dear ***** 

  Thank you for taking my call and giving Watson's the opportunity to address your concerns. We take your feedback seriously and there is never an excuse for a lack of communication.  We are committed  to providing you exceptional service and my job is not finished until you are completely satisfied. I would like to express our sincere apologies that it took so long to get in touch with you. I am pleased that we are now working together towards resolution. As per our discussion, the parts that we are waiting for to arrive should be in house by March 22, 2024 as they are coming from overseas. You and I have discussed next steps that were  agreeable to you and if for some reason the parts are further delayed, we will look to issue a full instore credit for your reselection. 

  Our team is dedicated to meeting and exceeding your expectations  and we are committed to continuously improving our services. Your satisfaction is our top priority and we hope to  have the opportunity to continue serving you in the future. I look forward to speaking to you again  tomorrow and next week as a follow up. If you have any further questions or concerns please don't hesitate to reach out to me directly. Have a great day. 

  All the best, 

  Wendy K***

  Watsons

  Director of Customer Service

   

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a sectional 1/13/23, $3700. It has a total of 3 mechanical recliners. In October 2023, one of the motors went out. I called service and followed their requests for a video and pictures if the sectional and what was not working. I have sent follow up emails requesting updates with only a couple responses. I have called many times to speak with the service manager, Liz. I am always told she’s away from her desk and will call back with no calls received. I called the end of January and was told the motor was shipped and due to arrive on 1/31/24. I called 2/14/24 and was told it was on back order. I called again 2/22/24 and was promised a call back that day and nothing. We are at almost 5 months of not being able to fully use our furniture. They are not willing to return calls or communicate. We would like to just have the piece swapped out. I can’t even get an answer on that request. It’s beyond ridiculous and unprofessional. At this point, if they can’t fix it or communicate, we want our money back to go elsewhere.

  

  Business response

  02/26/2024

  Dear **** *******

  We appreciate the opportunity  to address your concerns and take your feedback seriously. Thank you for taking my call today so that we could talk through your concerns and work towards a satisfactory resolution. As mentioned in our discussion, the motor mechanism has been on order and we are now waiting for a shipping update of which we hope to get by the end of this week. We strive to provide exceptional service and I will personally be your contact and my job is not complete until you are 100% satisfied with your experience. 

  I want to further express our sincere apologies for the inconvenience the delay in communication has caused you. As discussed, as a token of our appreciation for your patience and understanding a gift card will be mailed to you. Our team is dedicated to meeting and exceeding our customers expectations and we are committed to continuously improving our services. We value your business and we appreciate the opportunity you have given us to make this right. 

  Thank you for bringing this matter to our attention. I look forward to talking to you again at the end of the week. 

  Best regards, 

  Wendy K***

  Watson's 

  Director of Customer Service

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.we are currently working together to find a resolution. I feel confident we will be able to resolve this between us. Thank you for your assistance. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my Hot Tub Spa in 2021 at Watson's of Cincinnati, Since the purchase of the Spa it has leaked. More and more leakage over time. I had 4 (Four) Services Technician come to my house. on the 4Th final service call the service technician opened it up. (Turns out that was the same guy that came out first and broke the door - He repeated he would order a replacement - NEVER RECEIVED) The technician removed the panels and pull hard enough on the hose from the motor it broke off. He said there is your leaking problem. And, He said I will order you a replacement motor. Months went by and he finally returned. Taking him a few minutes and said that was fixed. Because it was snowing he said wait till it get warm enough outside and try to fill it. Well, today in February It was 59 degrees and we tried to fill the hot tube. Same problem (maybe worse) it leaked everywhere from the bottom just as it has done since I first purchased this defective product. I called again.and asked about just replacing the tube, I would pay more for a larger tub as long as it doesn't leak. The Manager said NO. I guess it would be a good time to talk about a loyal customer. In 2020 I purchased a top of the line Weber grill to be delivered. Without receiving any calls they shut down the deliveries due to Covid 19. They said it's ready to go just needs to be picked up. (Mission accomplished with some Marine buddies and a Retire Firefighter and a pick up truck.) Also, still wanting to do business with Watson's of Cincinnati and commissioned the building of a backyard Pool. Just prior to the work starting I began to wonder what if the same problems come with there service department. (I CANCELLED THE JOB) A remedy to this situation for me is to replace the non-functioning HOT Tub Spa and let me upgrade to a different model for the troubles I have had. Also, on a side note, the technician gave me his private number to call him "Outside" of Watsons for future service

  ================================================================================================

  Watson's of Cincinnati 
  

  Erik's Profile
  ****************
  *******************
  
  ********** *******
  ****************
  **********
  
  ****************
   
  
  Loyal Customer trying to get answers.
  
  I purchased my Hot Tub Spa in 2021 at Watson's of Cincinnati, This was a big purchase for me as I am a disabled Police Veteran 30 years, Injured IN the Line of Duty and Forced Retirement due to those injuries of a Broken lower back and Replacement (2 Surgeries) of my left shoulder. (I THOUGHT I COULD GET THIS HOT TUB SPA TO RELIEVE SOME PAIN) 
  
  Since the purchase of the Spa it has leaked. More and more leakage over time.
  
  I had 4 (Four) Services Technician come to my house. upon arrival several weeks later In under 10 minutes they diagnosed that the Spa must have been over-filled. He did remove the front door cover and broke the bottom causing structural damage. He apologized and said he would order a door replacement.  (The door replacement never came after making several calls to their service desk.)
  
  Another service call was set up and this guy took less than 3 minutes and said you must have overfiled it and left.
  
  2 more times the service technician came out. 
  
  on the 4Th final service call the service technician opened it up. (Turns out that was the same guy that came out first and broke the door - He repeated he would order a replacement - NEVER RECEIVED)
  
  The technician removed the panels and pull hard enough on the hose from the motor it broke off. He said there is your leaking problem.  And, He said I will order you a replacement motor. 
  
  Months went by and he finally returned. Taking him a few minutes and said that was fixed. Because it was snowing he said wait till it get warm enough outside and try to fill it.
  
  Well, today in February It was 59 degrees and we tried to fill the hot tube. Same problem (maybe worse) it leaked everywhere from the bottom just as it has done since I first purchased this defective product.  I called again. and asked about just replacing the tube, I would pay more for a larger tub as long as it doesn't leak. 
  
  The Manager said NO.
  
  I guess it would be a good time to talk about a loyal customer. In 2020 I purchased a top of the line Weber grill to be delivered.  Without receiving any calls they shut down the deliveries due to Covid 19.  They said it's ready to go just needs to be picked up.  (Mission accomplished with some Marine buddies and a Retire Firefighter and a pick up truck.)
  
  Also, still wanting to do business with Watson's of Cincinnati and commissioned the building of a backyard Pool. Just prior to the work starting I began to wonder what if the same problems come with there service department.  (I CANCELLED THE JOB)
  
  A remedy to this situation for me is to replace the non-functioning HOT Tub Spa and let me upgrade to a different model for the troubles I have had.
  
  Also, on a side note, the technician gave me his private number to call him "Outside" of Watsons for future service
  

  

  Business response

  02/16/2024

  Dear *** *****

  We appreciate the opportunity to address your concerns and take your feedback seriously at Watson's. We strive to provide exceptional service and are committed to ensuring our customers are satisfied with their experience. 

  We would also like to express our sincere apologies for any inconvenience this has caused you are are grateful to be able to take steps to resolve your concerns in a mutually beneficial manner.  After our conversations, I am confident that we can meet and exceed your expectations.  Your satisfaction is our top priority. Per our conversations we will regroup next week after you have had the chance to look at another model spa and we will move forward from there. Thank you for being a long time loyal member of the Watson's family. 

  Sincerely, 

  Wendy B. K***

  Director of Customer Service

  Watson's

   

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

  Customer response

  03/13/2024

  the consumer will only be accepting a refund and/or replacement from the business
  
  the consumer is asking for timeframe of the follow up from the business 

  

  Business response

  03/19/2024

  Dear *** *****

  Our commitment to customer satisfaction and efforts to resolve your concern remain paramount and we are working diligently to resolve your concerns in as prompt a manner as possible. We have taken the steps of bringing your hot tub in house to diagnose the issues causing the leaks and this can be time consuming. While we are working towards resolution, there has been no charges or fees assessed to you. We have maintained a clear line of communication and our ability to meet your pre-determined timeline is not feasibly possible. Watson's cannot offer you a new tub or a refund without doing our due diligence to identify the root cause of the issue. This may not line up with the timeline you have given us, however in an effort to be fully transparent we would hope this would demonstrate our willingness to work towards a resolution. Thank you for your cooperation and understanding in this matter. Thank you again, for allowing us the opportunity to resolve your concerns. 

  Sincerely

  Wendy B. K***

  Director of Customer Service

  Watson's

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  Watson has taken the Hot Tub back in their possession. I will only agree to a refund or exchange.  Please review the attached pictures that clearly show the water damage to the tub and the concrete pad.
  Regards,
  
  ****** *****
  

  

  Business response

  03/28/2024

  Dear ** *****

  We are currently working closely with our manufacturer to address the concerns you have raised. As mentioned previously, bringing your spa in house was in an effort to work on it without disrupting you. At this time we are waiting for the manufacturer to send us the pump that is necessary to finalize the repair/resolution process. I understand that you are demanding that either a replacement or a refund be offered and as I have mentioned on more than one occasion, Watson's must first attempt to repair before any other concessions can be made. That is a requirement of the manufacturer. We understand the importance of resolving this issue promptly and to your satisfaction. However we must allow the process to play out. We sincerely apologize this delay may have caused and assure you we are actively following up with the manufacturer every 48 hours and have requested the pump be expedited. Currently that is the most updated information I have. We appreciate your patience and understanding as we work to resolve this matter.

  Sincerely,

  Wendy K***

  Director of Customer Service

  Watson's

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The Hot Tub was picked up by Watson employees and returned to their store. I am no longer in possession of the defective unit.  I have been in contact with Wendy at Watson, and she was attempting to discover the condition of the defective unit.  I have not heard from her in 2 days.

  The only resolution I will except is Refund or Replacement.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a hot tub summer of 2023. We have had intermittent issues with the hot tub terminating power. Upon initial servicing under warranty, the suggestion was made to replace the breaker first. This was done by an electrician. The hot tub continued to trip, so it was admitted by Derek at Watson’s that it must be an internal issue. He said the first bill received in Dec was zeroed out . We received a second bill in January and called Watson’s service department. A lady named lynette said she was informed this was a breaker problem, and we had to correct her and explained all of the numerous trips that have been made since confirming it was not a breaker issue. She said she would call us back on Monday, January 15 after she looks into it. We received no call back from anybody until February 2. Watson‘s service called about an outstanding bill. Here we are three months later still fighting about a bill that is covered under warranty. They refuse to call anybody at back to even investigate and just keep sending bills and calling after hours when no manager is available. I was told someone would be calling me back on Monday, February 5. Nobody called. We called Feb 6 and were told by Kelly that she would have to talk to a manager and Derek and look into it and call us back Thursday or Friday. she confirmed we still have an open ticket. As of current, we have a hot tub that has had its internal settings reprogrammed to think it is a different hot tub in order to correct the issue. That is terrible customer service. Not to mention, Derek was to reach out the first of the year to see about any further issues since he did modify the settings from what we bought. Still no reach out. This is pathetic.

  

  Business response

  02/08/2024

  Dear *** * **** *****

  Let me begin  by expressing my sincere apologies for any inconvenience this  concern with your  hot tub purchase has caused.  We appreciate the opportunity you have given us to address your concerns and provide a satisfactory resolution. Watson's takes your feedback seriously and strive to provide exceptional service and we are committed to ensuring you are satisfied with your  experience. 

  As per our previous discussions  we have taken steps to address the issues you raised and have implemented measures to prevent the same issue from occurring in the future. Our team is dedicated to meeting and exceeding your expectations. As requested, we will have a Senior Technician out to your residence at a time and date that has been approved by you. After the technician has completed the service call, please do not hesitate to contact me personally if you have any other questions or concerns. We value your business and thank you for allowing us the opportunity to "make things right" and restore your confidence in our company.

  Sincerely 

  Wendy B. K***

  Director, Customer Service

  Watson's

  Customer response

  02/13/2024

  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.   As of current, we are waiting on a technician to come and address the issues, but given the window I have to respond to the BBB, this is an update.  However, I am in full acceptance of the financial aspect, as that has already been promptly addressed and resolved. 
  
  Regards,
  
  ***** *****
  

*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. ↩