Complaints

This profile includes complaints for FIDELITONE's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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FIDELITONE has 51 locations, listed below.

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  FIDELITONE

  1260 Karl Ct Wauconda, IL 60084-1086

  
• 

  FIDELITONE

  6920 W Allison Rd Chandler, AZ 85226-5146

• 

  Fidelitone Last Mile, Inc.

  324 Park Knoll Dr STE A2 Morrisville, NC 27560-6838

• 

  FIDELITONE

  5303 E 47th Ave Unit D Denver, CO 80216

• 

  FIDELITONE

  27080 Trolley Industrial Drive Taylor, MI 48180

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am writing to formally file a complaint against Fidelitone regarding an incident that occurred during a recent furniture delivery to my residence.On Wednesday, February 5th, Fidelitone delivered a piece of furniture to my house. During the delivery process, one of the delivery workers, a large man over 6 feet in height, attempted to move my existing furniture to accommodate the new delivery. Instead of handling it properly, he used his knee to forcefully push my sofa across the floor. Regrettably, this action resulted in a loud cracking sound, indicating damage to the support frame of the ******* a consequence of this mishandling, the support frame of my sofa was irreparably damaged, causing it to sag in the middle and produce loud noises whenever anyone sits on it. Despite my attempts to resolve this issue amicably, including multiple phone calls and emails to Fidelitone management, I have received no response or acknowledgment of responsibility for the damages caused.Therefore, I am seeking reimbursement from Fidelitone to replace my sofa, which has been rendered unusable due to their employee's negligent actions. I believe it is reasonable to request compensation equivalent to the cost of replacing the sofa, as this damage was directly caused by Fidelitone's mishandling during the delivery process.I appreciate your attention to this matter and kindly request your assistance in facilitating a prompt and fair resolution to this dispute.Thank you for your time and assistance in this urgent matter.

  

  Business Response

  Date: 04/07/2025

  Hello! We have reviewed the communications shared between you and our claims department. At this time, our claims team is awaiting video clarifying the damage as the photos provided are not able to show the issue. If you are able to share more detail and video, please do so directly to our claims department so that they may review the case further for a determination. Thank you!

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased roughly $14,000 in furniture from ************ in August, and ********* was selected as the delivery and assembly company. Company was to provide white glove service, per Pottery Barn and the charges on our invoice, but thats certainly not what we received. ********** staff did an horrible job assembling the numerous pieces of furniture. Those mistakes resulted in thousands of dollars in damage to the furniture, which Pottery Barn had to replace for us. That took several months to have rectified, and we refused to allow ********* back into our home to deliver the new pieces, for fear that they would damage our home and furniture further. During the initial visit, they also damaged our brand new wood flooring, and refuse to pay for it to be fixed. They also refuse to even admit their employees caused the damage even though we have photos to prove it. I am seeking compensation for the damage to our wood flooring at the hands of their employees.After months of emails and phones calls, the company refuses to assist with this. I can provide documentation of previous requests made to this company directly if needed.

  

  Business Response

  Date: 03/17/2025

  We apologize for the frustrations youve expressed surrounding your delivery. We strive to provide an excellent experience for all of our customers and feedback when we dont hit this **** is extremely helpful!
  
  We have reviewed your claim (P-11543) and the denial that was sent in response. The final determination in your claim was largely due to the Proof of Delivery photo and sign off as well as team statement. In the photo our delivery team took prior to leaving the home, the unit was in a different position/location then in the customer provided photos in the claim. This suggests that the piece was moved after the team had left and therefore damage occurred post-delivery. In addition to this information,we received a customer signature that the delivery was completed and received in good condition with no visible damage and no damage to our premises, except as noted with no additional notes or reports regarding issues with the items or property. The team also confirmed protocol followed and item was not slid into location.  With this information, this denial for this claim is upheld.  
  
  Again, we apologize as we know this is not your desired outcome but unfortunately we are not able to approve compensation for your claim. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23046276
  
  I am rejecting this response because:
  

  I have previously provided numerous photos showing the horrible installation performed & damage to the furniture pieces. Additionally, they show the furniture was moved by their team during install, resulting in the damage to the floors. I am happy to provide the photos again, if you have lost them.

  As for signing off on install - I was not given any opportunity to inspect anything before they ran out - literally, they ran out of my home when they finished. Had I been given the time, I would have found all of the issues that were ultimately reported the following day. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/25/2025

  Good afternoon,

  We have further reviewed with our claims team and local leadership. At this time our claims department will be reaching out to you directly to review additional details and provide resolution. 

• Initial Complaint

  Date:11/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have now dealt with this company twice for ordering furniture. As you can see on my attached receipt, the promised by date is November 18-December 2nd. When I try to schedule a delivery, the soonest date they have available for delivery is December 18th, a month late. Last time we ordered furniture, they delivered it 2 months late and refused to refund us for the delivery. They say they don't have room or dates available for any earlier. They are partnered with ********. I have now spent 2 hours on the phone with Fidelitone trying to get the couch here on time, and they always say they have put in a request to have it delivered earlier and that they will confirm with me and then don't call me back. Then I have to start the process all over with a new agent who tells me the same thing. It's unacceptable customer service, and they need to be held accountable to deliver things on time! West Elm assured me that the promise date of receiving our couch was November 23rd when I called them weeks ago. Ultimately, they don't work with anyone. They only come to my area once a month and I know they have no intention of delivering it on time. I will be traveling in December also and won't even be home to receive it! Which shouldn't have been a problem if they would just deliver it on time.

  

  Business Response

  Date: 11/20/2024

  First I would like to apologize for the delays and inconveniences experienced with your delivery, which was completed on 11/15. This occurrence is not a typical representation of our brand. We strive to provide the highest quality service at all times though understand we fell short of these expectations in this case. We value your feedback and will utilize this for continued improvement moving forward. 

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a delivery of two mirrors I ordered from Rejuvenation for May 9th. When I called because there was no delivery I was told that the delivery was cancelled because BOTH mirrors were lost in the warehouse. I find that very strange given that Fidelitone received the mirrors on two different dates. I was then informed it could take up to two weeks to locate the items and there was no way to put a rush on it. Im waiting on these items for a remodeling project and very frustrated with the lack of customer service I have received.

  

  Business Response

  Date: 05/10/2024

  Thank you for your inquiry, we are in communication with ******** Sonoma for approvals to deliver what was received in to our warehouse.  We apologize for the delays and will be in contact with you as soon as we have more information. 

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered furniture from West Elm (order #************). Had an "attempted" delivery on January 25 for a drop off. I made plans to be home to receive the delivery. No attempted delivery whatsoever. Called to see what happened. Was told the truck broke down and the delivery would be made January 27. January 27 comes around and I stay home all day again to receive the delivery. No show. But then I get an email from West Elm confirming the delivery was complete. I do NOT have my furniture. I call Monday and am told Fidelitone will reach out within 72 hours to schedule the delivery (so apparently this happens so often that there is a procedure in place).Meanwhile, the tracking has another "attempted delivery" on January 29. Again, no one came to my home. 72 hours goes by and no one from Fidelitone has called me. I call West Elm for the 4th time to see what is going on. They say they've contacted Fidelitone again and I will have to wait another 72 hours to get a phone call. They transfer me to Fidelitone to see if they can give me more details. I am told that the attempted delivery on the 25th was because the item was not on the truck. Which means I was lied to about the truck breaking down. I am then told that they are trying to locate my item in the warehouse--essentially, my item has been lost. The person I spoke to did not seem concerned with finding it and told me they have no updates to report and I will just have to wait the 72 hours for someone to call. I have no confidence that I will get a call and fully expect to start this whole process over in 3 days.

  

  Business Response

  Date: 02/06/2024

  Thank you for your concerns regarding the delivery of your purchase.  I see that the delivery did occur today, 2/6 and we're extremely sorry for the delay. 

  Customer Answer

  Date: 02/06/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place an order from Pottery Barn/********-Sonoma (Order **************) for items to be delivered some by curbside and 2 main large glass cabinets by white glove delivery. I was originally scheduled a few weeks in advance for a delivery on 12/6/2023. I received a call the day before to tell me the items would not be delivered because there was no team to do it. I was then told I can reschedule my delivery for 12/13/2023. Again, I received a phone call to tell me it cannot be delivered again and pushed back another week to 12/20/2023. This is totally unacceptable because I hired help for moving the furniture once delivered and have had to cancel twice already. Not only this, but I am supposed to be out of town on 12/20/2023 and this has become a huge inconvenience. Now, I have rescheduled my trip out of town to be here 0n 12/20/2023 which the items need to be delivered as scheduled.

  

  Business Response

  Date: 12/16/2023

  Thank you for your comments, we are so sorry for the inconveniences of rescheduling your delivery.  We will be in contact with our delivery teams in ******* to confirm that your merchandise will be there on the 20th.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20995790
  
  I am rejecting this response because: The warehouse never called me to confirm delivery for today (12/20/2023) and once again for the 3rd week in a row my items were not delivered. I have been sitting here all day waiting for delivery and it's a no show. I have now been rescheduled 4 times with the next date being 12/27/2023.
  

   

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

  

  Business Response

  Date: 01/05/2024

  We certainly apologize for this error in delivering your merchandise.  We have confirmed the delivery date of January 10, 2023 as the new date of January 3rd was not possible. 

  

  Business Response

  Date: 01/05/2024

  We certainly apologize for this error in delivering your merchandise.  We have confirmed the delivery date of January 10, 2023 as the new date of January 3rd was not possible. 

  Customer Answer

  Date: 01/15/2024

  Complaint: 20995790
  
  I am rejecting this response because: Hello, My complaint was closed because I did not respond to the reply I received. However, I am still waiting for my delivery on 1/24/2024 so I have no resolution at this time for the complaint. I would like the complaint reopened until I can post my resolution for the complaint I have filed. Thank you,  
  
  Sincerely,
  
  ***************************;   

  

  Business Response

  Date: 01/15/2024

  Thank you for your response, we see delivery is scheduled per your request.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 20995790
  
  I am rejecting this response because: I would like to resolve this complaint and any inconveniences by having all items delivered from the attached orders with the same white glove service the two main cabinets are receiving. As a result of the 3-4 original appointments missed by the company, with the last one being a no-show on 12/20, I have had to reschedule multiple times to push the delivery dates out. I have not been able to find assistance to help move the non-white glove service items.

  I have been out of the state on business and have not been able to make sure the curbside items would be moved into the home. Since all of the items are being delivered together, I would like to request they all be given the same white glove service. I explained to delivery customer service multiple times when my appointments were rescheduled how important it was for the items to be delivered prior to Christmas because I would be out of the state on business after the holiday and well into the new year. My mother lives in the home but she is unable to bring the items into the home without me there and because of the missed appointments prior to Christmas the movers we hired have refused to come back.

   

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

• Initial Complaint

  Date:11/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order via Pottery Barn Kids on October 12, 2023 for baby crib and mattress. Order # was ************. Originally order was supposed to be delivered via curbside delivery on Nov 10th. As a single mom I had to take the day off and remain home. On the night before Nov 9th I happened to check my Pottery Barn website and it said delivery was now moved to Nov 13th (Monday). Needless to say I was frustrated. Come Sunday night (Nov 12th) I check the site again and it stated delivery date now moved to Nov 15th (Wednesday). I check the status Nov 14th (night before) and now it's moved to Nov 17th (today). Last night I checked the email and delivery date moved again to Nov 20th. In the midst of this entire process I have called Fidelitone MULTIPLE times, spoke with ***** **** , ***** in escalation ***** They told me they would "email management and cc' important people". Yet my order keeps getting rescheduled. This is an important item of furniture- one that is paramount to keep my baby safe and comfortable. There has been zero communication FROM Fidelitone to me- to update me or apologize. I am simply being told truck is not at capacity yet to start the delivery route. And they leave me at a dead end. This is completely infuriating as a parent that a baby's crib is "just a number" and a baby's safety and comfort are irrelevant to this company. I also have to keep being home EACH TIME they give me a delivery date- again as a single parent that is financially straining. The resolution I desire is to receive my items (crib and mattress) ASAP and NO LATER than Nov 20, 2023. Thank you.

  

  Business Response

  Date: 11/20/2023

  Thank you for your email, we see that your merchandise was delivered on Saturday, November 18th and we apologize for any inconveniences caused by rescheduling.  As a curbside delivery, no signature is required and our warehouses are encouraged to deliver when they're in your region.  We are sorry for the delivery dates changing during this process.

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ************ was placed from West Elm for one desk on Aug 27th. The delivery estimate was between 9/8 and 9/22. We scheduled delivery with this company for 10/7. We were given a delivery window of 4:30-6:30 PM for our order number with Fidelitone was: Order ************01. We heard nothing from them in our delivery window and reached out and sent both an email and left a message. An hour later at 7:30 pm, we received a call that the driver still had two stops ahead of us and they weren't sure he could complete his route. The stop directly ahead of us had 6 pieces of furniture to be assembled. We were told we could reschedule and canceled our delivery for Saturday evening. Now the rescheduled date isn't until October 27th 3 weeks later simply because the driver was unable to complete his route in the time frame given. This will be 2 months after our purchase, there was no communication day of delivery until we reached out to them and now instead of rescheduling us right away due to a failure on their part, we are told they may make it to deliver in 3 weeks. This is unacceptable at best. We offered to pick it up ourselves from the warehouse and were told we were not allowed so now my purchase which I have already been charged for is being held hostage.

  

  Business Response

  Date: 10/10/2023

  Thank you for contacting Fidelitone regarding your recent experience; we apologize for the delay in your delivery.  We have worked with the local team and understand that your delivery is now scheduled for Friday, October 13th.  Please let us know if there is anything more we can assist you with.  

  Customer Answer

  Date: 10/10/2023

   
  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 as long as the delivery is actually completed on October 13th,
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with West Elm on July 23rd, order number ************. The order consisted of one monte **** side table and one monte **** coffee table. The side table was delivered no issue so I mistakenly assumed that the coffee table would be an easy process as well. I got a notification that delivery has been set for September 28 2023. I paid over 200. 00 dollars for shipping so that's a bit ridiculous. It's actually with this delivery company, and has been since the 19th of August. Their wharehouse is less than 3 hours from me so to have to wait an additional 5 weeks for delivery is pathetic. If they can't deliver product in a timely manner they shouldn't be in the delivery business. I've called once and was told they could forward my "request" to the warehouse to see if that date could be moved up. I'm disaappointed that I shopped with a high end company thinking this would be a high end experience and it's been anything but that. In the future I will opt out of purchasing if I know this is the company they use for delivery *************************

  

  Business Response

  Date: 08/30/2023

  Thank you for your review and information.  After further research, I understand that the delivery is now scheduled for Tuesday, Sept 5.  We do apologize; I believe our drivers were unable to locate your delivery address on Tuesday, 8/29 and this order has been rescheduled.  Thank you for confirming the address and providing directions for a smooth delivery next week.  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20534402
  
  I am rejecting this response because:  this is the first I've heard of September 5th.  When I called yesterday (08/30) I was told my item would be delivered on 09/01.  Tracking also shows a delivery date of 09/01 which I provided in a screenshot.  While we are making headway with a date more suitable than 09/28 I don't understand the confusion. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/05/2023

  Thank you for your response, we certainly apologize for the misinformation. It appears that your delivery was scheduled for Friday, September 1st and was completed.  

  Customer Answer

  Date: 09/07/2023

   
  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

  Date:05/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a King sized *************** foundations (this was recommended to ** by the store) from Tempurpedic on April 22. I was contacted on May 1 indicating that the ******** was ready to be scheduled for delivery. Delivery was set for May 5. On May 4, I was contacted to indicate that 1 piece of the delivery was missing so the delivery would have to be delayed. I was going out of town May **** so awaited notice that they had found the missing piece. I received that notice on May 8. Since I had not yet returned, I set up delivery for May 19. On May 19, delivery persons showed up & delivered 2 twin ********************** but the ******** was the wrong size (had ordered & paid for King ******** but Queen was delivered). I immediately called the ************ apologized & said they would take care of ordering the proper King ********. I shared that I was having guests for the Memorial Day holiday & asked them to expedite so that we could have the ******** by Wed or Thurs if that week. Those days came and went with no word. Today, Friday May 26, I received an email indicating that the item was ready to be delivered. I called to schedule delivery & was told that they could not deliver until May 31! This has been so frustrating! Tempur-Pedic has been very kind & offered to give ** a set of sheets for our trouble. We accepted this ******** do not blame ***********. I think they should build a relationship with a different delivery service.

  

  Business Response

  Date: 06/07/2023

  Thank you for your review, we are extremely sorry that your merchandise was delayed.  I see that the delivery did occur on Wednesday, May 31st, please let us know if there is anything more we can assist you with.