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The Better Business Bureau (BBB) should be ashamed - Review of the BBB

Updated on February 24, 2014

The Situation

Myself and my wife purchased a bedset from a company who I shall not name here. First the bed came broken and 2 weeks late. The company, after much commotion sent a replacement foot board. But of course it was the wrong item as could be seen from their advertisement. The foot board was a completely different style.

We had bought this Item online and it was the first time we had ever purchased a large item online so we went to the better business bureau website and found that the company was rated with an "A-". Not too bad, right?

The Argument.

The company refused to remedy the problem, so we contacted the Better Business Bureau. At the time we believed that the BBB were their to mediate and to make things right. How wrong we were!

The problems were as follows:

1. The business refused to correspond with us. They had hung up on me twice. They admitted to this but said I was rude so they were right to hang up on me.

2. A part we had received for our bed was the wrong part. This could be proven through pictures and otherwise. The company admitted this and "apologized".

3. The company offered us a partial refund on condition that we change our negative feedback on the website where we purchased the item to positive feedback. I refused. My negative feedback may be the only way to warn others. I presume they have done this before and that is the reason that they have "positive feedback".

4. I requested a partial refund without the need for positive feedback as this would be a lie.

5. The company stated (on the record to the BBB) that it's against their policy to give partial refunds.

6. The advertisement stated that the bed was "Made in the USA". The bed was "Made in China".

7. The company stated (on the record to the BBB) that the part they sent to us was the right part and that their advertisement was correct.They admitted that it was Made in China.

8. The company then did a U turn, apologized that the bed they sent us was the wrong bed and offered us a return if we paid for shipping. The Bed almost a grand. The shipping would have cost hundreds, if not the same price of the bed.

9. The company updated their advertisement with the picture reflecting the product they were actually selling. They did not, however state that it was made in China and continue to claim that it's "Made in the USA".

So we established that the company sold us something that was not as described and we wanted a refund, but shouldn't have to pay hundreds of dollars. They then offered us a partial refund on condition that we lie about our experience. When we refused, they stated that they don't issue partial refunds.

What the Better Business Bureau did for us

Nothing. The BBB forwarded emails over and back between us and the business. In the end they sent us this email.

Complaint ID#: xxxxxxxx
Business Name: xxxxxxxxxxx, Inc.

BBB has received a rebuttal response from the business in the above complaint. The Bettter Business BBB has received a rebuttal response from the business in the above complaint. Details of the complaint (including the business' response) can be accessed at the following website address:

The company has decided to stand by its original decision regarding your complaint.

We regret that we have been unable to assist in resolving this complaint to the satisfaction of everyone involved. Your complaint will remain on file and will be used by BBB when preparing a report on the company.


Sxxxx Mitchell
Consumer Affairs Representative

The Outcome

The Business has our money and quite a chunk of it. They have admitted fault, false advertised, tried to bribe us into a good review, yelled at me over the phone twice and hung up on me and passed the blame onto the manufacturer. And what has the BBB done? Nothing. I am left with an item I didn't purchase and this "company" continues to operate as it does.

See the BBB has all companies up on it's website. Every company! But you see, they give your company an F until you claim your "page". To claim your page you must pay the BBB. Once you pay them, they will give you an A and defend you.

They fooled me into thinking that they were impartial, into thinking that they could help me and wasn't I a fool. NEVER, read a review on their site or trust them. It is this naivety that gives them the power to collect membership from these businesses. And it's this naivety that wastes our time as consumers.

The BBB are not out to help us. They are out to help their members. Remember that and avoid the BBB. They, themselves are anything but a "Better" business.

Did you know that companies pay fees to be "represented"?

See results

Do you Trust the BBB?

See results

Isn't it unfair on all of the companies out there who are not "represented".

See results


I reserve the right to express an opinion and spread the experience I have encountered as stated above in my own opinion. The BBB sees itself fit to rate businesses. I see myself fit to rate them as a business. F-


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    • cfin profile imageAUTHOR


      4 years ago from The World we live in

      @ Racheal , The BBB serves only themselves. It makes me sick to hear them advertised on the local radio telling people to check their site before you buy from a company. Isn't it manipulation in the worst sense. Your situation with the bed sounds the same as so many others. It's very frustrating when no one really wins but the BBB

    • RachaelOhalloran profile image

      Rachael O'Halloran 

      4 years ago from United States

      The BBB didn't do much for my situation either. We bought a full size bed for our son and within a month the middle sagged. We called the bed store because it was 90 days warranty and it took them 3 weeks to send one gentleman out to look at it to tell us it was normal wear and tear and not covered on the warranty. We have since learned that this is a typical response from bed stores. They insisted our son must be a sizable human being to have caused such a gully in the bed. He's 6ft and 155 pounds. So not a chance.

      Called the BBB and they said that bed companies are very difficult to win against because even if we got them to give us a new bed, they would pro-rate the old one a full year of use even though it was less than 90 days. We said we didn't care, we just wanted them to take the bed, credit us toward a new one and get the problem taken care of.

      They looked up the bed company and no, they weren't a participating member of the BBB and "sorry, but we can't help you." I made sure I wrote a scathing comment on the BBB website and the bed company. We had a community board website for our city, and I blasted both of them on there too. I wrote what happen and literally blasted them. People were posting they had similar problems with the BBB and the bed company. King's is out of business now and I'm sure it is because of their bad customer service. The BBB gives businesses a rating. There ought to be someone who gives the BBB a rating too...and you can guess what my rating would be.

    • WiccanSage profile image

      Mackenzie Sage Wright 

      4 years ago

      Terrible, what a horrible ordeal. Thanks for the report!

    • truthfornow profile image


      4 years ago from New Orleans, LA

      Yes, I agree with you. The BBB is just a big scam. They are not helpful at all. They just mess around and pretend to help but really they are just defending all these companies. Every time I have filed a complaint, it goes no where.

    • cfin profile imageAUTHOR


      4 years ago from The World we live in

      @ craftytothecore, DzyMsLizzy and JTrader. There's nothing like a self appointed authority, who you have to pay in order to gain their "rating".

      One could even compare it to a site that rates all of us, and if we don't pay, they automatically spread malicious rumors about us. If we pay, they give us an A plus!

    • DzyMsLizzy profile image

      Liz Elias 

      4 years ago from Oakley, CA

      I learned of this many years ago doing research on my own, about a company with which we had done some business.

      I learned back then that, as you sadly discovered, the BBB is nothing more than a protection racket, and as such, is patently worthless and should be ignored. Indeed, they should be put out of business!

      Great hub to warn others. I'm going to share this Hub on my Face Book page.

      Voted UP interesting and useful.

    • jtrader profile image


      4 years ago

      From my own observations I have to agree with what you've concluded. The BBB is more of a club for businesses that pay fees.

    • CraftytotheCore profile image


      4 years ago

      I can't recall the details, but I did have one situation where the BBB was able to help me. It was about 15 years ago though. But then a second time, I contacted them for help and they did nothing. So I understand how frustrating your experience must have been.

      I don't know how much money we are talking about here, but you may try to seek a claim in small claims court. I purchased a bed from a local company for my daughter. It came with a warranty. It was one of those day beds and it wasn't cheap. Two weeks later, the slats under the mattress broke, and my daughter fell off her bed during her sleep. She is older so she wasn't hurt. Just shook up. I called the number on the warranty as it said to do in the paperwork I got with the bed. The number was not in service. So I tried to call the company. The reps told me I had to call the number on the warranty. When I told them about the number on the warranty, they told me to try it again. I got the run around, so I ended up going back to the store and trying to get this straightened out. A month later, they sent a couple of fix-it type employees that said our warranty was voided because we had attempted to make the bed usable in the meantime.

      We had no choice, otherwise, my daughter would have had no bed to sleep on. It was a nightmare. I'll never go back to that furniture store again and I tell everyone I know about it so they won't shop there. I think word of mouth hurts worse than BBB.

    • cfin profile imageAUTHOR


      4 years ago from The World we live in

      Well, in this case I proved that the company acted inappropriately. The Better Business Bureau are meant to help. But really they are just there to protect the business. Thanks for reading Nell.

    • Nell Rose profile image

      Nell Rose 

      4 years ago from England

      Oh this makes me so mad! there are always 'clauses' etc that we just don't 'see' according to them and other companys. Makes me insane! good for you for writing this!

    • tirelesstraveler profile image

      Judy Specht 

      4 years ago from California

      Just read that there are more millionaires in Washington DC, Maryland, and Virginia that any place in the USA. Just follow the $$.

    • cfin profile imageAUTHOR


      4 years ago from The World we live in

      Indeed! The customer can't win. Read some outcomes on their website. The customers regularly catch the company rotten and the BBB states that the company acted in good faith but the customer refused their offer. In my case THERE WAS NO OFFER.

      The reason for the economic collapse of the western world in 2008 is greed. Companies treat us like dirt and we are meant to thank them for it.

    • tirelesstraveler profile image

      Judy Specht 

      4 years ago from California

      Nearly 35 years ago I contacted the BBB, they weren't helpful then either. I don't know that they have ever been very good.


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