Grimebusters

Initial Business Response / [redacted] (1000, 8, 2015/05/07) */ In response to the customer's concern HOM Furniture has allowed the customer to return their existing sectional for a full in-store credit to apply towards a new furniture purchase that will better meet their needsHOM Furniture sent a Service Technician to the customer's home who found the only manufacture defect that existed with the sectional was with a loose right side facing leg on the chaiseThis is something that could be easily restored by a Service TechnicianWith that being said HOM Furniture recognizes that the customer was set up with the expectation that they would be allowed to return their sectional for in-store creditHOM Furniture has discussed with the customer that they may return their existing sectional for a full in-store credit to be applied towards a new furniture purchase Sincerely, [redacted] Customer Care [email protected] [redacted]

Initial Business Response / [redacted] (1000, 6, 2014/12/09) */ HOM Furniture recognizes the consumers concerns and that she is unhappy with the bed and adjustable base she currently has in her homeFrom HOM Furniture's understanding there was no concern with the adjustable base when our delivery team had left the consumer's home and we were not notified of the issue until nowAt the time of purchase the consumer signed a receipt stating that she was aware that the adjustable base was a non-returnable itemBeing that the consumer did not notify us immediately of the issue she was experiencing, HOM Furniture was not aware there was a concernWe attempted to schedule a technician to go out to the consumer's home so that we could assess the issues and correct them, at this point we still do not have any clarification on what is causing the issue, whether there is a concern with compatibility of the bed frame and the adjustable base, if there is damage and the cause etcThe consumer declined having a technician out to her home and has since spoken with our Customer Service Executive and has agreed to come into the showroom to work with her original salesperson to potentially get into a different bed frame and/or base that she would be happier withHOM Furniture is attempting to work with the consumer given the circumstances and [redacted] update when the issue has been resolved completely Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did schedule a time for the technician to come out but then as HOM is aware we had a surgery scheduled later that same day and that original apptwould not workThey make it seem like the delivery people are very informative when they deliver the merchandise which is not necessarily the caseThey are attempting to work with us whether or not a remedy [redacted] be foundThe base does not fit our frame and after talking with Serta this does happen with these adjustable bases yet we were told it fit every bed frameThere is damage to our bed headboard and footboard as this adj base is splitting our bed appart and hitting on both of these which according to Serta [redacted] cause motor burnout sooner rather than aterHOM has been informed also of their poor customer service in our experience Final Business Response / [redacted] (1000, 12, 2015/01/12) */ The customer has picked out a new mattress and adjustable bases, which are scheduled for delivery on Friday 1/16/We also have a technician scheduled to be out to the consumer's home on Thursday 1/15/to address any damage that occurred with the current base prior to the exchange of the new productI spoke with the consumer today and he agreed with this resolution

Initial Business Response / [redacted] (1000, 7, 2015/01/22) */ In response to the customer's complaint HOM Furniture has agreed to provide the customer a 50% cash back refund as requested as a goodwill gestureThe customer received their furniture 8/15/and is two and half years out of the manufacture warrantyUnfortunately, we are unable to guarantee that replacement parts will be available indefinitely from manufactures as styles and fabrics change on a very regular basisHOM Furniture has agreed to accommodate the customer's request to allow a partial refund, the customer has agreed to this solution

Initial Business Response / [redacted] (1000, 7, 2015/01/06) */ In response to the customer's concern HOM Furniture has agreed to provide the initial service appointment free of charge to conduct an inspection of the customer's dresser and provide a quote for a future repairIf the Service Technician is able to complete the necessary repairs at the time of the service appointment we will do so at no cost to the customerThe customer did not purchase the dresser from HOM FurnitureThe manufacture warranty is only valid to the original purchaser and cannot be transferred to a 3rd partyHOM Furniture spoke with the customer and has scheduled a technician appointment January 17th to conduct this inspection

Initial Business Response /* (1000, 8, 2015/05/14) */
HOM Furniture has refunded the customer $as requested and in addition has also sent the customer a $merchandise credit as compensation for the discrepancyAfter further review it looks as if the customer's credit amount was manually
reduced by $when this is an automatic process that is done by our Accounting DepartmentHOM Furniture has reached out to the customer to apologize for this mistake
Sincerely,
***
Customer Service
***
***@homfurniture.com

Initial Business Response /* (1000, 8, 2015/05/04) */
In response to the customer's complaint HOM Furniture has agreed to take back the customer's non-defective mattress and provide a 70% credit to the customer to assist them in purchasing a mattress that will better meet their comfort needsHOM
Furniture sent a service technician to the customer's home April 11th, 2015, at which time a mattress inspection was conducted and a 3/4" body signature was measuredThe customer's mattress was found to be performing within manufacture standards and no warrantable defect was foundBody signatures are and more evident in a pillow top or plush mattress, this means the mattress is conforming to one's body and personal sleep patternsIn order for a warrantable defect to be present an impression of 1/2" or greater must be measuredWith that being said HOM Furniture recognizes that although no warrantable defect exists the mattress is not currently meeting the customers comfort needsAs a courtesy to the customer HOM Furniture has agreed to take back the customer's existing mattress and provide a 70% credit that can be applied to a future mattress purchase that will better meet their needsHOM Furniture has discussed this option with the customer; who will think about this and contact HOM Furniture should they choose to pursue this option
Sincerely,
***
Customer Care
***@homfurniture.com
***

Initial Business Response /* (1000, 8, 2015/05/14) */
HOM Furniture has reached out to the customer and left a voicemail to discuss available optionsAlthough the customer did purchase the HOM Guard extended warranty it is required that the customer contact HOM Furniture as an incident occurs so
that we are more successful in resolving the customer's concerns (not to exceed hours)In the case of the customer's futon, sectional, and dining table the furniture all exhibit multiple and accumulative damageThe dining table has surface scratches and customer damage throughout the entire top, surface scratches are not warrantable under the terms of the HOM Guard warranty as they are a result of wear and tearWith that being said HOM Furniture has agreed to completely refinish the table top to restore it to "like-new" condition fulfilling the HOM Guard warrantyThe customer's sectional has an accumulation of staining throughout; again the HOM Guard warranty does not warrant an accumulation of damage and stainingWith that being said HOM Furniture has offered to provide a full in-store credit for the customer to return their sectional and select something new or to have the sectional professionally cleaned although this is above and beyond what the warranty coversFinally, although the futon has extensive customer damage HOM Furniture has agreed to allow the customer a full in-store credit to exchange the futonI have attached a copy of the HOM Guard warrantyPhotos are available upon request
***
***@homfurniture.com
***

Initial Business Response /* (1000, 8, 2015/03/30) */
In response to the customer's complaint HOM Furniture has agreed to take back the customer's non-defective mattress and provide a 60% credit to the customer to aid them in purchasing a mattress that will better meet their comfort needsThe
customer purchased their Serta Bellagio king mattress July 6th, The customer contacted HOM Furniture February 24th, at which time they reported an impression in their mattress and discussed their comfort concernsHOM Furniture sent a service technician to the customer's home March 3rd, 2015, at which time a mattress inspection was conducted which revealed a 3/4" body signature in the customer's mattressThe customer's mattress was found to be performing within manufacture standards and no warrantable defect was foundBody signatures are and more evident in a pillow top or plush mattress, this means the mattress is conforming to one's body and personal sleep patternsIn order for a warrantable defect to be present an impression of 1/2" or greater must be measuredSerta has established guidelines that staining voids their manufacture warranty, this guideline was established not only for the safety of those that will be handling the mattress but also because the moisture caused from the stains has a tendency to prematurely breakdown the mattressWith that being said HOM Furniture recognizes that although no warrantable defect exists the mattress is no longer meeting the customers comfort needsAs a courtesy to the customer HOM Furniture has agreed to take back the customer's existing mattress and provide a 60% credit that can be applied to a future mattress purchase that will better meet their needsHOM Furniture has discussed this option with the customer; who will think about this and contact HOM Furniture should they choose to pursue this option
Sincerely,
***
Customer Care
[email protected]
***
Initial Consumer Rebuttal /* (3000, 10, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like at least an 80% refund if not a full oneI need a bed that I can sleep in and would like the refund to purchase that bed

Initial Business Response /* (1000, 7, 2015/01/22) */
In response to the customer's complaint HOM Furniture has agreed to provide the customer a 50% cash back refund as requested as a goodwill gesture. The customer received their furniture 8/15/11 and is two and half years out of the manufacture...

warranty. Unfortunately, we are unable to guarantee that replacement parts will be available indefinitely from manufactures as styles and fabrics change on a very regular basis. HOM Furniture has agreed to accommodate the customer's request to allow a partial refund, the customer has agreed to this solution.

Initial Business Response /* (1000, 6, 2014/12/09) */
HOM Furniture recognizes the consumers concerns and that she is unhappy with the bed and adjustable base she currently has in her home. From HOM Furniture's understanding there was no concern with the adjustable base when our delivery team had...

left the consumer's home and we were not notified of the issue until now. At the time of purchase the consumer signed a receipt stating that she was aware that the adjustable base was a non-returnable item. Being that the consumer did not notify us immediately of the issue she was experiencing, HOM Furniture was not aware there was a concern. We attempted to schedule a technician to go out to the consumer's home so that we could assess the issues and correct them, at this point we still do not have any clarification on what is causing the issue, whether there is a concern with compatibility of the bed frame and the adjustable base, if there is damage and the cause etc. The consumer declined having a technician out to her home and has since spoken with our Customer Service Executive and has agreed to come into the showroom to work with her original salesperson to potentially get into a different bed frame and/or base that she would be happier with. HOM Furniture is attempting to work with the consumer given the circumstances and [redacted] update when the issue has been resolved completely.
Initial Consumer Rebuttal /* (3000, 8, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did schedule a time for the technician to come out but then as HOM is aware we had a surgery scheduled later that same day and that original appt. would not work. They make it seem like the delivery people are very informative when they deliver the merchandise which is not necessarily the case. They are attempting to work with us whether or not a remedy [redacted] be found. The base does not fit our frame and after talking with Serta this does happen with these adjustable bases yet we were told it fit every bed frame. There is damage to our bed headboard and footboard as this adj base is splitting our bed appart and hitting on both of these which according to Serta [redacted] cause motor burnout sooner rather than ater. HOM has been informed also of their poor customer service in our experience.
Final Business Response /* (1000, 12, 2015/01/12) */
The customer has picked out a new mattress and adjustable bases, which are scheduled for delivery on Friday 1/16/2015. We also have a technician scheduled to be out to the consumer's home on Thursday 1/15/2015 to address any damage that occurred with the current base prior to the exchange of the new product. I spoke with the consumer today and he agreed with this resolution.

Initial Business Response /* (1000, 5, 2015/11/12) */
The customer called in on 9/22/15 regarding a reclining love seat purchased in April 2011. It was well outside of the manufacturer's warranty. We sent out a technician at cost to the customer to determine what would be needed to repair the...

piece. The technician went out on 10/20/15 and he determined that we needed to order parts to repair the sofa. The parts needed were the reclining mechanism which was covered under an extended manufacturer. We ordered the parts from the manufacturer on 10/27/15 at no cost to the customer. On 11/5/15 and our technician installed the parts on 11/11/15. Normally labor is not covered under the extended warranty, however we covered this cost to take care of the customer. We spoke with the customer on 11/12/15 and confirmed that everything went well.

Initial Business Response /* (1000, 8, 2015/07/27) */
HOM Furniture has reached out to this customer. The initial technician appointment took place 7/3/15; at that time our technician revealed that several scratches, heat marks, and water rings where present on the dining table. Although the damage...

was a result of everyday wear and tear and not a manufacture defect, HOM Furniture has agreed to refinish the dining table to repair it to like new condition. The customer has had their dining set in there home since 11/08/14 therefore the customer is well beyond our 7 day return policy and not eligible for a return. The dining table has been repaired in our shop and is scheduled to be redelivered to the customer 7/31/15.

On 3/30/16 the customer called in to report their mattress was sagging. We sent out a technician to inspect the mattress and measure it to see if it was defective on 4/15/16. HOM is bound by the manufacturer’s guidelines for mattress returns and if any stains are present we cannot take the mattress...

back. Our technician did find the mattress to be defective, however because there were stains present this voids the manufacturer’s warranty. HOM offered the customer a chance to clean the mattress and we would reinspect. HOM again sent technicians out to reinspect the mattress on 5/25/16 and 7/8/16, both times we found there were still stains present. We did send photos from this last visit onto the manufacturer to see if they would allow an exception, however they declined, so HOM has agreed to offer a full in store reselection as a courtesy to the customer. On 7/19/16 we reached out to the customer to offer this option.

Initial Business Response /* (1000, 8, 2015/05/07) */
In response to the customer's concern HOM Furniture has allowed the customer to return their existing sectional for a full in-store credit to apply towards a new furniture purchase that will better meet their needs. HOM Furniture sent a Service...

Technician to the customer's home who found the only manufacture defect that existed with the sectional was with a loose right side facing leg on the chaise. This is something that could be easily restored by a Service Technician. With that being said HOM Furniture recognizes that the customer was set up with the expectation that they would be allowed to return their sectional for in-store credit. HOM Furniture has discussed with the customer that they may return their existing sectional for a full in-store credit to be applied towards a new furniture purchase.
Sincerely,
[redacted]
Customer Care
[email protected]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   sale manager did really good job helping to get me happy... but they still need to improve with phone issues... so, sale manager did really good job to make me happy...  thank you.

Mr. [redacted] purchased the Parker sofa and recliner, as well as a coffee table and chair side table, on 11/25/2016. At the end of December we were informed by our buyer that we no longer had a shipment coming in for the Parker sofa and recliner and we were no longer able to get new product. It was at...

that time our only option to sell the floor model sofa and recliner. Our sales associate left a voice message for the customer to explain the option of taking the floor model item. We apologize that further follow up was not done to ensure the customer was fully aware of the option they had. We also apologize for the delay in getting Mr. [redacted] his refund, as the last time Mr. [redacted] and our sales associate had spoken, this matter had been left unresolved. We have since been in contact with Mr. [redacted] and have come to a resolution that both parties have agreed to. We thank Mr. [redacted] for his patience as we worked thru his concerns.

To Whom It May Concern: HOM Furniture has been in contact with this customer regarding their overall concerns with their sofa, loveseat, and recliner.  During that initial conversation the customer expressed an additional concern with a potential loose spring on their loveseat.  We...

have scheduled a technician for 4/27/17 to repair any issues with the spring as well as inspect the overall condition of all three pieces of furniture.  After the technician has completed his inspection we will follow back up with the customer and work on a solution.

Final Consumer Response /* (2000, 6, 2015/05/06) */
The power supply has been received as requested and completes the chair purchase as sold to me. Thank you.

Initial Business Response /* (1000, 7, 2015/01/06) */
In response to the customer's concern HOM Furniture has agreed to provide the initial service appointment free of charge to conduct an inspection of the customer's dresser and provide a quote for a future repair. If the Service Technician is...

able to complete the necessary repairs at the time of the service appointment we will do so at no cost to the customer. The customer did not purchase the dresser from HOM Furniture. The manufacture warranty is only valid to the original purchaser and cannot be transferred to a 3rd party. HOM Furniture spoke with the customer and has scheduled a technician appointment January 17th 2015 to conduct this inspection.

Initial Business Response /* (1000, 5, 2014/12/08) */
The purchase that the consumer made was an error on HOM Furniture's part. HOM Furniture was running a special on this particular recliner for Black Friday's sale but was only designated to be a door buster as we had limited inventory. Being...

that this particular item was showing available for online purchases and for the price that it should have only been allowed in-store,HOM Furniture has ordered more from the vendor and intends to fulfill all of the orders that were placed online in error. I have emailed this consumer to let her know that she will receive this particular item for the price she purchased it at, however the item is not in stock being that HOM Furniture oversold. The consumer will be updated when it is available and will be scheduled for a pick up date of her choosing.