Whalen Limited

Can`t get any direction on how to connect the Mounting
Frame to the Swiveling Bracket, What holds
the frame to the Swiveling Bracket?
Please Advise.
[email protected]

If I were able to give them a zero for a rating I would, and I don't think I've ever left a horrible review. Any negative customer experience can easily be resolved with good customer service. This was not the case. We purchased the last of a fireplace model at a local store, the last piece was damaged (a lot, the top piece so it was definitely noticeable). Emailed Whalen that same day, they gave us a choice to wait 12-14 weeks for the replacement piece or to exchange in store (there were none, so that wasn't really an option). We obviously "chose" to wait. After months of emails they called and said they could give us $25 but that they are no longer making that part. What the heck is $25 going to fix? It's now too late to return our fireplace. Asked for a supervisor, was put on hold. After 28 minutes on hold, someone picked up the line only to hang it up at 8pm, when they closed. Horrible customer service. We can't even donate it anywhere, it looks so bad. What a waste, and a horrible experience.

I purchased a fireplace media set from *** and had a horrible time getting it together. I have video of the pieces not lining up, holes missing where they should be predrilled and nothing fitting together. I have reached out to Whalen to allow them to fix the issue before leaving a review and never heard anything back.
I will never purchase nor recommend this brand to anyone.

Very poor quality material. I've worked with particle board before. this material is the worst. it comes apart easily during assembly and leaves you with damaged panels.
Whalen customer service doesn't care.
small wonder they have a one star rating here. I'm sure they are too used to hearing complaints about their product.

I recently purchased a whalen media fireplace that has pieces missing. I tried reaching out to the customer service number on the instruction booklet, and it kept sending me to a recording and hanging up during the time they are supposed to be open.I then emailed them three times and still no feedback.

Was sent an item with damages , it was packaged with defects , because the box and packing materials were not damaged, therefore they shipped it that way. I tried to use the 1 yr guarantee/ warranty to replace the damaged peices. Was told all my items were backordered approximately 4-12weeks. I asked if they would just swap the whole unit. Was told no that they only carry replacement parts. How do they manufacture the item but can only send replacement parts individually but not a whole unit. Out of the 6 major peices of the furniture, 4 were damaged. Absolutely disgusted by their cheap ill manufactured furniture and would never purchase again.

Warning label that was affixed to the fireplace/entertainment center top removed some of the finish from the furniture when assembly was complete. The warning label is intended to be removed. Whalen Furniture has agreed to send me a replacement part, but is unable to confirm when I will get it. This started in February 2019. As of June 25th, 2019, I have yet to receive the replacement part, and Whalen furniture is still unable to provide any information as to when I will receive it.

I have been on hold waiting to speak with a representative for 2.5 hours on two separate phone calls today alone. Would always get the same message when I am "Caller Number 0" of "I'm sorry we're currently experiencing system problems, please try again later". Each time at exactly at 2.5 hours. I have been waiting for nearly 3 months for my issue to be resolved. I have been sent two replacement parts and both have arrived damaged. The packaging of the replacement parts did not show any damage, but the pieces inside were damaged and unusable. I was told by a representative that the 2nd shipment should have been sent by air and the next attempt would be sent via air. I received a shipment notification last night stating that the 3rd attempt would be sent via FedEx Ground again when it should be sent via air as stated by previous representatives. It has been almost 3 months without a usable desk. It is clear that Whalen Furniture does not care about the customer and just want your money. DO NOT ORDER ANYTHING FROM WHALEN FURNITURE!

I bought the *** on Februdary 11, 2018. I began to assemble and when I got to the last step of attaching the doors I realized they had deep scratches. My wife called and they offered to return it to *** or have replacements doors shipped. I decided to keep it as it was 95% built already. I have numerous correspondents were the rep says they will be sending the doors to my address when they come it. We are now in August and I still have no doors.

This company is a total joke... I purchased a TV stand from Walmart in January. As I started putting it together I found multiple flaws in the original pieces… two of the front pieces were too long, several of the screw holes didn’t line up on adjoining pieces, and the front cabinet doors did not fit at all… after trying to take it back to Walmart and being told to contact the manufacturer for resolution, I finally got to experience the worst customer service I have even heard of.

Firstly, I have had multiple issues with their customer service reps being rude and short with me. The only time one was actually considerate was when I told him I wanted to speak to his manager. But let me start from the first call.

The first time I called, I was told that I had to take it back to Walmart or wait for a whole new piece. I explained I already tried to take it back to Walmart, and that I did not want to wait another 3+ weeks to get a whole new set with the same issues. One of the next calls, I asked to speak to a manager, but the manager was conveniently out in a meeting; I was told she would be given my information and would call me back. A couple days go by and I never heard anything back so I called again and I asked to speak to a manager, talked to a customer service rep named Lillian who first told me the manager was out in a meeting and then tried to pass herself off as being the manager, Patricia Valdez. She told me to send an email with my receipt and I will be compensated for the issues I was experiencing and that the parts I needed (the front doors) would not be available to send out until March.

It’s April by this time, and I decide to call again, but this time I called the customer service line instead of the parts department and was finally connected with Patricia Valdez, who told me to send her yet another copy of my receipt and she will credit the piece back to my card.

Yesterday, I received 1 of 3 doors for my piece of furniture, yes in July - 6 months later… I literally have a piece of wood with some holes in it… was told that I am supposed to take the hardware from the old doors and use them on the new door… AND the piece STILL DOESN’T EVEN FIT PROPERLY (the holes don’t match up with where the hardware is supposed to go so that the door is on a hinge). To this day, I still have not been credited back for any of these frustrations. So I called customer service again today at 4:27 (they close at 4:30 but this is the only time I have to call today). The man who answers the phone cut me off after trying to explain to him what happened; once I’m able to finish explaining that at this point my fiancé and I are just throwing the piece of crap away and just want our money refunded, give him the email address that I sent my receipt to twice, he tells me that he thinks Patricia Valdez is available right now and that he will connect me… ok… he connects me and all I get is the voicemail box… I leave a message expressing my huge frustration with the whole situation. At this point, it’s past 4:30 and I can’t call back to get in touch with anybody again.

I can’t believe this company is even allowed to do business… whoever they get to cut their wood and place holes for the hardware can’t even get measurements right, they have the worst customer service reps, and poor management. Absolutely the worst business that I have ever had to deal with.

I'd give them negative stars if that was possible......

I purchased a Whalen Tv stand model number XLCD-15 at ***.com when it arrived I started putting it together. I got to a point where one of the pieces was bent and I could not finish putting it together. I had to wait and get a replacement part from Whalen which I did but the TV stand stood not even half put together and it sat in my living room that way for two days. I needed that stand up and being used by the day after I received it but since the part was bent I had to wait. My wife was not happy at all. While I was waiting for the part to come I was thinking about returning the TV stand back to ***. I contacted *** and asked if I could return it fully assembled as I was not taking it apart and I didn't have the box anymore as it was damaged in shipment. I asked if they could send someone to pick it up all assembled any they said NO, and that they needed all the pieces in the box. I finally received the part and put the rest of it together. I didn't like the stability of the TV stand holding my new $300 TV. I spoke to someone at Whalen through Facebook messenger and she was not very helpful. She wanted to compensate me $20.00. I asked her for a full refund as I told her that I wasn't comfortable with the stability of the stand and she said NO. I just want my full purchase price back and I will dispose of the TV stand myself.

I ordered Whalen's Combination Electric Fireplace/Heater on Dec.9, 2017 as a Christmas present for my husband who has cancer and gets very cold. I used my bank debit card to pay for it. The product arrived and the glass door for the fireplace section was shattered. I called and was hung up on several times. I e-mailed my complaint and received a message from *** on Jan. 31, 2018!! He asked me to take pictures of the damage and E-mail it back with other info which I did. I provided ALL the info that was necessary to replace this shattered door but heard nothing. Finally on March 5, 2018 I spoke to Mr. who told me he did not receive everything he asked for. Not True!! I provided all model numbers plus my information along with my bank card number which paid for it or it would not have been shipped to me. He saw the broken glass. How hard is it when you have all the necessary information to honor the sale by replacing one glass door?!

Purchased 7-piece Dining table (mode CSC7PD-1) from Costco on 12/28/17.
A piece called stretcher (connection between 2 legs) missing bolting inserts 1 of 4 bolts threaded inserts. Instruction requested not to return merchandise if parts missing but to call Bayside furnishings (recorded message says Whalen)
12/29/17 called *** and spoke with Gloria, took phone # and email, will check inventory and call back. No response back
Visited Costco couple times and mentioned issue, they said, they don't have any more of that items, they would give me faulty piece. only option is to return merchandise for full credit, also recommended call supplier again.
1/22/18 called *** again and spoke Brendan mentioned about my previous and call provided details again, he apologized and said I will receive within 48 hours
2/4/18 visited Costco, again and they apologized and other than refund merchandise they don't have any other option
It costed me $80 dollars to find someone with truck to bring the table back to Costco.

Bought a Whalen Furniture electric fireplace from Menards. Looks great and worked great for a month. Now the heater doesn't work and dimming the light doesn't work. The light flashes five times and nothing else happens. Have been calling the phone number and get hung up on everytime. I've called a dozen times. Tried e-mail also. I never get a response back. I'm ready to take it back to Menards. I will never buy a Whalen product again.

I have contacted Customer Service on two occasions to attempt to resolve an issue I have with a tv stand that this company manufactured. Both conversations were not at all customer friendly and either person made an attempt to help me resolve my issue.

I purchased a Whalen fireplace from Walmart on 01/01/2018. I contacted Whalen on 01/03 because the furnish on the top of my fireplace had come off when I removed the Warning label. I submitted photos and a copy of my receipt, as requested. I was told, on the third, that management would review my photos and be in contact with me. I have followed up with numerous emails and I have left voicemails, yet nobody has gotten back to me. It is currently 01/15, and I'm still waiting to see what they are going to do for me. I spent hundreds of dollars on this Whalen fireplace, and it looks like garbage. It is unacceptable, and the customer service is atrocious.

I have called this company numerous times and each time it takes at least 20 minutes before a representative comes on the call. The reps are rude and sarcastic,they do not notate the call nor call back as stated on the call. I have called to receive hardware to a dining table I have purchased. The customer service is very poor. Now I have a dining set I cant put together because the company that manufacturers it is lacks professionalism.

Bought a media fireplace console from ***. The pieces don't line up I had to drill my own holes for alot of it and it still itant put together perfect. Some pieces are made to short or to long. Countless other people have same problem but yet there's no recall and their still selling. I contacted them and they said it's not their problem it's ***s even though it is their product but they could careless. I have no means to get it back to *** unless I chop it up into pieces which *** won't take back. Terrible company to say the least. Can not believe their still in business.

I ordered a Whalen TV stand with fireplace insert back in April 2017 , and when it arrived, there were several pieces damaged. The sales order and packing slip stated to work directly with the manufacturer for any defects, etc. I reached out to Whalen customer service to place an order for replacement parts. I started this process back in April and every time I contact this company, the representative states the items are on back order and it will be 4-6 weeks before they receive it. Once that time frame has been reached, I don't hear from them, and I follow up with them only to receive a similar comment that the item is on back order and will be available in 4-6 weeks. I sent a follow up email to them in September, and once again, I was notified that it'll be another 4-6 weeks. I didn't hear from any one once that time frame lapsed, so I contacted them on 11/1 and was told that the item won't be available until January 2018. At this point, I'm extremely frustrated with the entire process, lack of urgency and communication with this company, I don't know what else to do, thus I decided to file a complaint with Revdex.com.

I bought a table set from Walmart and Whalen Furniture was the business who made the table. That was August 20th. It's now October 9th and I have yet to receive all of the parts I need to build the chairs that go with the table. I have talked to them about 6 different times. SEVERAL TIMES my order for my parts were not even placed for no reason what so ever. I would wait over 2 weeks for the parts to come in only to call and find out the order was never placed. I finally told them I would just buy my own chairs because I was so frustrated. DON'T BUY FROM THIS COMPANY IF YOU DON'T WANT TO WAIT MONTHS TO GET PARTS YOU MAY NEED!!!!! This was the worst customer experience of my life and the customer service was not that great either!!!!!