Whalen Furniture
Reviews and Complaints

I tried to contact the company 'bout two broken pieces I got for my chairs. I emailed 'em two weeks ago, but they ain't respondin'. The company just makes ya sit on hold for hours and don't reply to emails. Now I got 2 outta 6 chairs I can't return or put together. I need 'em to send me two replacement seats to my house.

I recently purchased a Whalen fireplace from Menards, but unfortunately, it came without some parts. To my dismay, there are no other Menards stores in my area that carry this product, so returning it is not an option. I contacted the manufacturer, but all I got were voicemails and no callbacks. Furthermore, when I finally managed to speak with someone from customer service, they informed me that they don't have any spare parts available. It's frustrating that I can't talk to anyone else besides leaving a message, and even then, I receive no response. The model number of the fireplace is MNFP60PV26BK.

I bought a Bayside 7 piece dining set on Jan 23rd from a store in my town. Everything was great, but part L doesn't fit into part I. In part I, there's only a hole and nothing to hold it. Please see the picture below of part I where the groove is missing the piece that can hold part L. I asked for a replacement, and I received one with a curved leg, but mine is more like an X.

I purchased the Fireplace console with a white finish from a retailer on 11/24/2022. It was supposed to be new. Upon opening the box on 12/4 to assemble it, we found a part missing. The instructions directed us to contact Whalen for missing parts, not the store. Despite numerous calls and an email, I've received no response. I paid $205.26 for this, intending it as a Christmas gift for my parents. I feel scammed. The retailer is assisting with the seller, but caution is advised when dealing with this company.

I bought a 55in TV Stand from a retailer on Saturday, January 23. When assembling it, I found the Back Top Frame had misaligned drill holes. This prevented me from finishing the setup. I attempted to call customer service but only encountered a busy signal. Consequently, I sent an email but haven't yet received a reply. On January 26, I called again and was placed in a queue with four people ahead of me. After waiting 42 minutes as the first in line, I tried calling from a different phone and started as the twelfth caller, now down to the eighth, but I still haven't spoken to a representative.

I purchased a Thomasville bed from a local store in February . While assembling it, I found it lacked support legs for the slats. The headboard connectors were faulty too. I contacted Whalen the next day, and they promised a callback within days. After four days without a response, I called again, only to receive similar promises. Over two weeks have passed since my first call, and despite contacting customer service four times, I'm still waiting for a response. Their customer service is appalling. I'm now considering disassembling the bed, renting a truck, and returning it to the store for a refund.

I bought a branded Media Fireplace Console online. After assembling it and turning it on, there was no heat. We waited for over an hour, but still no heat. When we tried to turn it off, it wouldn't respond, so we had to unplug it. We were instructed not to return it to the seller. According to their use and care guide, if you have any questions or need service for your fireplace/heater unit, don't go back to the store where you bought it. Instead, contact their customer service with all your information ready. So, I did that in January. However, they keep giving me different explanations, and most of the time, I can't reach anyone on the phone. Now they're telling me I have to wait 14 weeks for a replacement part, even though I already paid for this thing in January.

On January 15, I sent an email to the company to let them know that the varnish on the table was coming off in a few areas, even though I had only wiped it with a soft cloth. They finally responded on March 10 with a reference number and this note: reference # ***. Sadly, the Table Top is currently on back order, and they estimate a wait time of 10 to 12 weeks. After waiting for 12 weeks, I emailed them again and received a response today. They said we could return it to *** It has been way past the time that Costco would accept returns due to waiting for the company: *** Sales Support To: *** Sent: Wednesday, June 23, 09:28:06 AM PDT Subject: RE: Bayside Furnishings *** Email | Hello ***, Unfortunately, we are still waiting for a replacement. We don't have a specific date for when we will receive more, so this could take another *** weeks or maybe even longer.

I purchased Whalen's TV Stand, Model # XL44/XL44E in December. When assembling it on January 2, I found part D defective. Bolts fit on one side but not the other. I contacted Whalen as the manual suggested for a replacement part. After no response by Monday, I reached out again and used their online customer care form. On Tuesday, 1/5, I attempted to call the number listed on their site, but the call kept dropping. I then found a San Diego contact through the ComplaintsBoard.com and got through to someone. They located my email and promised to ship the replacement. I received a notification on 1/6 and the part arrived on 1/11. Upon opening it on 1/16, I discovered it was incorrect. I emailed them for a refund or the correct part to be sent urgently. With no reply, on 1/21, I requested a call or replacement via their site and also called the San Diego line. After a two and a half hour hold, the call disconnected just as I was about to be assisted. This level of service is unacceptable.

I purchased an Avionna 65in fireplace from a retailer. It arrived incomplete, so I contacted them immediately. After persistent calls, they informed me it would take several weeks to receive the missing part. Despite my frustration, I agreed. Eight weeks later, with no part, I reached out again. They consulted Whalen furniture, the manufacturer, but only offered further delays and ineffective solutions. They even proposed a monetary compensation instead of the part, which was unsatisfactory. My inquiries about their unacceptable service have since been ignored. I've had to push for my case to be addressed. Whalen's customer service has been appalling, and the retailer's association with them is regrettable. Considering the mishandling of my purchase, I am thinking about legal recourse. In times when spending is significant, this experience has been especially disappointing.