Hom Furniture

Took 5 days to get a simple answers. That was just the start... frustration at maximum level, and I’m a pretty calm person.

I ordered furniture on September 4, 2020. 2 pieces, and I wanted the fabric changed on both pieces. It is now October 28, 2020, and I decided to call and check on the possibility they had information on the progress, because my delivery was to be in a couple weeks in Nov. I was told, and I quote, "Oh, I see we have a note from the manufacturer, and it won't be here until mid - late December". I said if I hadn't called I would not know anything, and she replied, "we would have called you eventually". I did not know that if you place an order with HOM, you should check to see how many people have purchased this furniture ahead of you, because they will get back logged at the manufacturer. At least that is what I am being told. No way to check to see if my order was placed when ordered.

After 4 attempts to deliver a piece of furniture without existing damage, we gave up and asked HOM to pick up the piece and refund our money. They processed the refund but did not refund the 79.99 delivery charge. Why must I pay delivery on sub standard items that we didn't even keep? Called customer service today and while she patiently listened to our plight, she offered no credit or even a logical explanation. I told her I hope the call was recorded and that someone from corporate would listen. It has been a very frustrating few months and I feel we were very patient and tried everything to make this deal work. If someone would contact me, I can provide a copy of the original sales paperwork and invoice number. Purchased in Sioux City on January 20.

We apologize for the delay in sending our responseOn 11/18/the customer spoke with our guest services associate at our *** *** location and expressed her dissatisfaction with the entire situation. Due to the issues she did not want the Sofa and loveseat she had re-selectedShe just wanted her money backOur guest services associate agreed and started the return processWe scheduled to have our delivery team go out and pick up their furniture on 12/8/14 On 11/24/we refunded the $charge and on 12/12/we refunded the remaining $to her cardThis was a total refund of $ We greatly apologize for all the issues and it appears this matter is now closed

I am very upset with the Hom furniture storeI sent you a complaint about them and since they had contacted me to try and fix thisThere furniture repair tech came out and said the mechanism in the recliner was bad and he ordered one , a couple months later he showed up to fix it and
said the Mechanism was good but the foam they put in the cushions was really low grade stuffI in turn told him the other love seat was dropping and he said he couldn't do nothing about it at that timeSince then Hom has contacted me and said the wanted to make it right and I could exchange this set for another just like it or exchange for a Differant oneI went to there store on October 25th and found nothing , I told them this and that I would look on lineI did find one on line that was more money and I let them know thisOn November 3rd I called them and ordered it paid the extra $Made arrangements for it to be delivered on November 10thThis last Monday and they were to take the other set back at that time ! I had to work Monday so I made arrangements for my daughter to be here, they showed up and loaded this set up and we're getting ready to leave and my daughter told them this was to be an Exchange ! The driver was very upset and called the Hom store and preceded to chew them outThey unloaded the set and brought it back in the house , as we had nothing to sit on and they were to do an Exchange ! I have fought with them enough and at this time I want full refund of my moneyThis has been going on since June I have not spoken to them after this last episode , they can take there set and I will find a Differant company to deal withThey owe me $1,Please help me with this. Thank you so Much A Very Upset Customer Barbara Fitzpatrick

On May 27th, 2017 HOM Furniture went to the customer’s home and picked up their massage chair. Since this event occurred on a holiday weekend our accounting department did not issue the credit until of May 31st.  As the Merchant our process is to issue a credit to the original card the...

purchase was made with. If the account has been closed, and paid in full, once the credit is received from HOM Furniture the card issuer TCF Bank is responsible for refunding the cardholder or rejecting the credit. On May 31st, 2017 our accounting department issued a refund of $4760.99 to the customer’s TCF debit card. This process can take 7-10 days for the bank to then either accept or reject the credit. During this time we have been in communications with the customer to resolve this matter. On June 8th, 2017 at 2:07 pm HOM Furniture was notified by our credit card processing company that TCF Bank had rejected the refunds, therefore sending them back to HOM Furniture. It was at that time that we issued a check in the customer’s name and contacted the customer to arrange the pickup of the refund check. The customer then came into our showroom and picked the check up that same day. As we understand it this matter has now been resolved.

Review: In February 2007, while living in Wisconsin, we purchased a complete bedroom set from the HOM Furniture store in Eau Claire. The set was back-ordered, and was eventually delivered to our home around September, 2007. However, by this time, we had received news that we would have to relocate out of state due to a job transfer. As a result, the bedroom furniture was delivered, but not assembled. After our relocation, the bedroom furniture was placed in storage due to the fact that our living arrangements were temporarily transitory. After some time, we finally purchased a permanent home, after which we attempted to assemble the bedroom furniture. We quickly discovered that the pieces to the bed itself were not what we had originally purchased; upon further investigation, we found that HOM Furniture had actually delivered incompatible "California King" sized side rails with our "King" sized bed, slat boards, mattress, and boxed springs. At this point, the larger rails make the bed incapable of properly supporting the mattress and boxed springs. We called the HOM Furniture location where we purchased the set to let them know about the problem.They have proposed paying for half the cost of the correct side rails, with us paying the other half plus shipping costs. Although they have made this offer to us in an email, they don't seem to be sure that they will honor it, because the contact person has changed several times during our correspondence. However, we would like to receive what we originally ordered and paid for; "King" sized side rails that are compatible with the rest of the set, including the "King" sized mattress and boxed springs that we ordered, at no further cost to us.Desired Settlement: We would like HOM Furniture to provide us with the "King" sized side rails that we originally ordered and paid for, for the bed that we purchased from them, at no further cost. We have no issue with returning the incorrect "California King" sized rails that they originally provided us with, at their expense.

Business

Response:

I am responding to the Revdex.com complaint ID [redacted] that was received for [redacted].

I had an opportunity to speak with [redacted] today and HOM Furniture in good faith is sending the customer new replacement king side rails, slats, center rail, and support legs via UPS. HOM Furniture is going to cover the cost of the replacement parts as well as the UPS fee as the customer has moved out of state since their purchase September 4th, 2007.

Unfortunately, HOM Furniture was notified of this issue nearly 7 years after the customer’s original purchase. Considering the customer’s current address we where unable to have a technician verify the discrepancy in size. All of our records indicate that we did provide the customer the correct furniture. The customer also signed the delivery invoice in 2007 acknowledging receipt of all of their furniture.

After speaking with [redacted] and discussing that HOM Furniture will send the replacement parts free of charge as well as cover the UPS fee, he was pleased with this solution.

Please let me know if you would like any additional clarification.

Have a wonderful day!

Sincerely,