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Home Decor Liquidators Reviews (14)

Review: I bought a recilener from home décor on 9 30 2015 it is warenty for one year in febudary of this year a pice broke out of the chair and it will not recline or return to uo rite positonfrom feb to now have tried to get them to fix or replae it this mont they told me they needed oictures and leter of what happened I done all that and got an email yesterday from them saying it looked like I had done something to the chair and was not going to fix or replace it do not know what their problem is but the chair had a one year warantyhave called 12 on your side and they gave me your email to get your help please I need some one to help me as I am retired and live off my social security thanks [redacted]Desired Settlement: have my chair replaced thank you

Business

Response:

Revdex.com RESPONSE FORM DATE: 18 JULY 2016RESPONSE TO COPY OF COMPLAINT RECEIVED: 14 JULY 2015 REFERENCE: COMPLAINT # [redacted] – [redacted] STORE LOCATION: HOME DÉCOR LIQUIDATORS COLONIAL HEIGHTS STORE 24 500 SOUTHPARK BLVD. COLONIAL HEIGHTS, VA 23834-3609 COMPANY RESPONSE: The claim for [redacted] was received to be processed on June 25, 2016, which is a Saturday. Claims processing is done on Monday-Friday. The normal claims process is 7-14 business days. The claims information for this customer is sent to the manufacturer for review. The manufacturer for this product was closed from July 4, 2016 until they returned on Monday, July 1l, 2016. The manufacture’s disposition sent back for this customer was, “The large dent in the LSF outside arm leads me to believe this was a result of some type of misuse/abuse.” The manufacturer’s disposition was emailed to the customer. The customer emailed back stating that there was nothing more was wrong with the chair other than the piece that broke off. I emailed the customer and asked if they would send a photo that shows the underside of the chair to see if there was any breakage or frame issue showing that may cause the chair not to operate properly. I let the customer know I would submit the additional information to the manufacturer for review. Although the customer emailed back the underside of the frame has dropped, I have not received any additional photos from the customer. The manufacturer’s warranty does not provide for any technician to go to a customer’s home for a product review. The customer would have to send in photos or take the chair by the store location for the store to review and take pictures to send the manufacturer. We try to work with the customer on getting pictures to show the issue(s) they are describing as they CANNOT exchange or leave the product at the store location unless authorized by the manufacturer to do so. If the customer will provide the additional information requested, I will submit it to the manufacturer. DEBORAH B[redacted]CUSTOMER SERVICE DEPARTMENTHOME DÉCOR LIQUIDATORSPHONE: 770-381-5588, EXT **[email protected]

Review: I purchased a furniture set from them last year and they are telling me because I paid the furniture off early they can not help me. The sofa and chaise needs to be replaced. It's unfair to me to pay this kind of money and can not get this issue resolve. [redacted] Furniture told me it's the responsibility of the place where I purchase took place to replace my furniture.Home Decor Outlets say is [redacted] Furniture. I am tired of getting the runaround and want this matter resolved by replacing the furniture or refund. The sofa sinks when you sit on it much further than the loveseat by I'm having this issue it makes it hard to get up. The loveseat is fine. The chaise probably was dropped by the delivery people because when you sit on it make a noise in the back part. Zipper broken on one of my sitting pillows. The pillows on the sofa was poorly filled.Desired Settlement: Exchange for a new one or refund my money

Business

Response:

I received the attached Revdex.com complaint from my Richmond store location. I do not have any record of a claim being filed for this customer. The "Complaint Background" information she notes is for the finance company she used to finance her furniture. I spoke with them and they also do not have any record of her having registered a complaint regarding her furniture. I have no record of any information from the manufacturer on this customer either. I have emailed her using the email noted in the complaint a claim form and request for information to file a claim for her with the manufacturer.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

How can this business does not have a copy of my contract? Plus how can they denied the purchase when I have proof of my receipts and contract. I think we need a meeting so I can bring my receipts that I paid this company for this furniture. I don't have a reason to lie or produce dummy receipts.

Review: I purchased a mattress in July received it in late August 3 months later it's sinking in middle contacted the store they required me to take pictures so I sent pictures in to them, then for a while I heard nothing so I contacted them again they said they needed more pictures so I complied with their request still did not hear back again so I called back the person named Brandon started to talk with an attitude he was really unprofessional and his tone was so unbelievable, so then I called the corporate office to complain about the young man at the store and also to tell them about the mattress, she stated she was going to take of it never heard from again, all I want is another mattress I feel as though I been put through the ringer and nothing is going to be done to resolve this issue I've done everything on my part and this is going on too long Never ever will I do business with this company and I will assure I put the word out on their unprofessionalism and inexperience on how to work with the public I have not once talked rude or disrespectful to anyone and do not feel I should have been treated in any such manner, also it's like they tell you anything to get you off the phone Due to medical conditions I am limited to mobility all I want is to resolved this matter as soon as possibleDesired Settlement: to admit there was a defect in the mattress and to promptly resolved the issue by replacing me with a new mattress

Business

Response:

I received your voice message regarding Ms. [redacted]. If the customer is [redacted] I do have information on a claim for her. This customer's warranty was denied by the manufacturer noting that the customer's bed frame does not have a rigid center support. Attached is a copy of the manufacturer warranty and a photos of the customer's bed frame. The bed frame only has a single wire strand across it to help support the mattress and foundation. We have appealed this denial and are awaiting a response from the manufacturer.

Review: I purchased a bedroom set from Home Decor in Colonial Heights VA. My purchase included a night stand, dresser, mirror, head board, box frame, chest, and King mattress; I acquired the contract on 02/14/2016.I have contacted this store including the corporate office regarding the mattress. The mattress are sinking in the middle when my husband and I are in the bed. This is causing back pain and sleepless nights. I contacted Brandon on 03/21/16, he informed me that I would need to take 4 pictures to include the entire bed, entire box spring, bed frame and to place the broom in the middle of the bed. I took all of the pictures as asked, except for placing a broom I put a water jug in the middle. The body weight that's in the bed is not equivalent to a broom so that made no sense to me. I waited for a follow up from Brandon which is one of the store managers and he never reached out. I called in 03/28/16 and Tyree informed me that Brandon was off but would be in the next morning for a meeting but he would look into what Brandon had. I have not heard back from Tyree again. At that point I contacted the corporate office 03/30/16 and spoke with Deborah; She was just as rude and unprofessional as the 2 gentlemen but she assured me someone would contact me from the store. Later that day I received an email stating that he received the pictures but one of them that had sheets on them could not be used, and nothing else. I went into the store upon making my payment and Brandon was very rude. He denied that he received any pictures and I would need to resend them. I am beyond livid at this point and explained to him I should have gone somewhere else because this entire experience has been a disaster. I should have gone with a reputable company; His comment to me was obviously I should have gone somewhere else. While I was in the store I re-sent the pictures minus the one with the broom. I called the corporate office again 03/13/16 and the same rude woman Deborah said she needeDesired Settlement: I would like maybe some of the price of the mattress deducted and a replacement mattress. I am high dissatisfied with the product, customer service, and the overall experience. I want a quality mattress like I believed I was getting. I am still not able to sleep because of the faulty mattress.

Business

Response:

Revdex.com RESPONSE FORM DATE: 21 APRIL 2016 RESPONSE TO COPY OF COMPLAINT RECEIVED: 21 APRIL 2016 REFERENCE: COMPLAINT # [redacted] STORE LOCATION: HOME DÉCOR LIQUIDATORS COLONIAL HEIGHTS STORE 24 COMPANY RESPONSE: The information requested for a claim is the information that is requested by the manufacturer. When claims are filed the manufacturers ask for certain information to determine what and if there is an issue with product. With the manufacturer of this mattress claim, the manufacturer requires pictures that show the entire mattress with no coverings, a picture of the measurement of any dip/sink/sag reported, a picture of the foundation and a picture of the bed frame. The manufacturer will only replace the mattress once under warranty so all of the components of the bed are viewed to see if the issue reported is indeed with the mattress or if it is with the foundation or the frame. If the mattress is replaced and as it turns out the same issue occurs again because the true issue was not detected with the bed setup, the manufacturer will not replace the unit a second time. The last picture needed for this claim was received on 04/15/2016. The information has been sent to the manufacturer. Once a disposition is received the customer will be notified via email. DEBORAH [redacted] W[redacted] CUSTOMER SERVICE DEPARTMENT HOME DÉCOR LIQUIDATORS PHONE: [redacted], EXT [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

No they have not contacted me at all. Whenever I reach out to them they act as if I'm bothering them. At this point I may get a lawyer if I can't get a resolution.I have still not heard anything from the company HOME DECOR ad I would like to reopen the complaint.

Business

Response:

Revdex.com spoke with the business regarding an update on this case. At this time the manufacturer requested additional pictures regarding this case. At this time the customer has been reached out to for this information. Once that is received it will be sent to the manufacturer to be reviewed and determine the outcome of the case. The final determination will come from the manufacturer.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have sent the seller multiple pictures. The last time I spoke with Deborah at the corporate office on 05/09/16 she did inform me that the manufactured denied the claim and I should resubmit pictures. They continue to delay the process of taking their faulty merchandise back. At this point I am in the process of contacting a lawyer to render what is due. I have upheld my end of the agreement that I made when purchasing the products from the seller, and they continue to provide quality merchandise.

Regards,

They gave me a bad box spring and after waiting a day to deliver another one the frame brakes and all this in less then a week now giving me the run around on a new frame

Review: I made a purchase on March 3, 2015. on March 4, 2015 I went back to this location to cancel half of my order,. I was told that a corporate check would have to be sent for the amount of my refund $779.49, and that it would take 14 days. on 3/16/15 I placed a call to the corporate offices to confirm that the refund had been processed and it had not. Another check was allegedly written and sent to me on 3/19/15. I never received this check. I placed several calls to the corporate office to follow up. On 4/1/15, the day my furniture was delivered, a rep from the local store told me that my check was returned, was being resent to my new address via regular mail , and that I should receive it in 14 days. By the 20th I still hadn't received my refund. I was told by the corporate office and a gentleman named Kevin who called me from Georgia that I would have to PAY for a stop payment, and PAY for overnight delivery in order to get my check, or just wait for it to arrive. I refused to pay for their mistake. I got a phone call from their corporate customer service rep ([redacted] who was very nice) to verify my address. That was on or about 4/27/15. As of today,5/5/2015, I have YET to receive my refund. their lack of concern with my satisfaction and the financial strain this missing $780 has put on me is unacceptable. Bills were paid late and several things had to be put on hold because $800 of my projected budget for my move was missing.The service as far as delivery was great and I am satisfied with the furniture, however their corporate operations, are another storyDesired Settlement: I would like something in writing acknowledging the fact that this company was careless with my situation and showed a lack of concern. I had fees to pay and bills that had to be short changed which has put me behind schedule financially, Everyone isn't a single mother, but my budget is specific and $800 is alot of money to me.

Business

Response:

DATE: 6 MAY 2015RESPONSE TO COPY OF COMPLAINT RECEIVED: 5 MAY 2015REFERENCE: [redacted]STORE LOCATION: HOME DÉCOR LIQUIDATORS RICHMOND STORE LOCATION 8045 W. BROAD STREET RICHMOND, VA 23294-4219 COMPANY RESPONSE: Check number[redacted] was issued on 3/19/2015 using the address on the Corporate Refund Requestsigned by the customer. The check wasreturned due to the address. A newaddress was given on 3/31/2015. Thecheck was then reissued on 4/1/2015. Aconstant check to see if the check had been cashed or returned has beendone. As of this date, the check has notbeen processed through our bank and it has not been returned to us. The check went out to [redacted]. On thismorning I asked the customer to email me her address information forverification to send another check. Theaddress listed in the email I received is, [redacted]. As thenew information notes [redacted] insteadof APT P and not knowing if thischange would make a difference in delivery via any means being used, the replacementcheck, # [redacted], is being sent to our store location via Federal Express 2 dayair along with our weekly payroll. The Federal Express tracking number for thispacket is [redacted] and was picked up at 3:27 PM EST. The store willcontact Ms. [redacted] when the packet arrives and she can then pick up the check atthe store location so the issue of postal or other delivery to her address willnot be a concern.

Review: Our family regrets that we have purchased thousands of dollars worth of furniture with this sloppy, unprofessional and rude company. Their management has changed several times since we first visited the store in 2013. The customer service is horrible and the "manager" [redacted] is the WORST! He has lied to me, raised his voice with me on the phone and I've been hung up on. Lately we have not been receiving our products that we have purchased. We made the horrible mistake of purchasing a warranty from this sloppy "company" because when we actually filed and had to make a claim, we were given the run around. When we finally received our store credit after almost 2 1/2 months, we came into the store and used the credit towards things that we needed. When we purchased a new dining set, we were told that not all of the chairs that we bought that day were there and would have to be transferred in from another store. We waited months and never received our chairs. Not once did [redacted] ever call to follow up with us. We've always had to take the lead and call to see where our missing furniture is. Tired and frustrated with their petty, immature games and excuses, I went to the store and spoke to [redacted] face to face about the situation. He told me that the chairs never came in even though we had already paid for them. I then asked him if we could use the amount that was owed to us for the chairs on a floor rug instead and he said yes. I chose a rug and he advised me that the rug had to be specially made in California and would take approximately 2 to 2 1/2 weeks. It's been almost a month and still no rug!!!!!!!!!!!!!!! We paid for this rug and chairs and this store has clearly stolen our money with no intentions of providing us with our products!

I also feel that the store is discriminatory towards minorities because the service that we have seen provided to "other" customers versus minorities is despicable! They treat minorities as if they are stupid! We don't trust this business at all or their legitimacy at all! We believe that [redacted] has lied straight to our faces about our furniture order and had no intention on fixing the problem. He is rude, immature and very unprofessional.Desired Settlement: We need our chairs replaced or repaired. We need our rug to be delivered to our home. We have driven back and forth to that business over and over with no solution to our problem. We also need an apology from a real manager (not [redacted]) and compensation for the non-delivery of products.

Business

Response:

Revdex.com Complaint Response – [redacted] Complaint

ID#[redacted]

The customer called on 10/22/2014, stating that you had

instructed her to try to work the issues out with Home Décor. The investigation of this issue noted the

following:

Our Richmond Virginia store is the location that has worked with [redacted]. The staff at our Richmond location has acted

with the utmost courtesy, respect and professionalism with regards to [redacted]. No customers are discriminated against

for any reason. All customers are

treated equally with the utmost respect and professionalism in every store

location.

The credit issued to the customer was issued by the Warranty

Company and not Home Décor, thus we did not control the time line.

On 8/2/2014, the customer chose to purchase a dining room

set with one table and 6 chairs. At the

time of purchase one, and only one, of

the six chairs was not in stock and would have to be ordered. The customer was

given the time frame of the chair arriving in October.

On 9/23/2014 the customer stated that she no longer wanted

to wait for the chair to arrive and requested the money be credited to her

account to purchase something else. The

customer used this credit along with cash to purchase a rug that is not manufactured until the order is

received. This was on 9/23/2014. The

customer was given a 2 ½ to 3 ½ week time frame for the rug to be made and shipped. The rug was shipped within the time frame given and

was delivered immediately to the customer free of charge as soon as it arrived

in the store. The rug was delivered on 10/23/2014.

At this point the customer has received all of their product

that was paid for by the credit their had on her account.

Sincerely,

Home Décor Liquidators

Customer Service Department

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Home Decor sent a you g lady to our home who set up one chair and saw the others chairs that irregular in alignment. She even agreed that they needed to be replaced and that she was going to call the guys from their warehouse to bring replacements to our home. She then said that she was going to step out and call [redacted]. After a while of us not seeing her I went to the window to see if she was ok and to our surprise she had left! She never called us to let us know what was going. We still have not heard back from HDL. We still are stuck with chairs in our Dining room that we can not put together. When I sent [redacted] from the corporate office a picture of the chairs, she responded by telling us that there is no indication that the chairs will not go together! This amazing!

Business

Response:

[redacted] has already filed a complaint with the Commonwealth Of Virginia Office

Of Attorney General, is apparent that that she is no longer seeking a

resolution through the Revdex.com. We will continue working with the Commonwealth

Of Virginia Office Of Attorney General.

Sincerely,

Home Decor Liquidators

Review: an 93.72 futon bed was purchased by me on03/31/2014 I was told I had an 45.00 delivery charge upon arriving at my residence that evening I detected the box was small enough to fit into my car when I complained at the store about the delivery charge staff did not inform me the item is boxed and compact enough to fit into vehicle an associate katieb handled this transaction along with the store mngr.I called mngr on 04/01/2014 and asked for partial or full delivery charge refund for not informing me the size of package.[redacted]Desired Settlement: partial refund of 45.00 charge

Business

Response:

To Whom It May Concern,

It is the responsibility of the customer for the transportation of their product. We offer the services of independent delivery contractors the customer may hire on their own behalf to have their product delivered to their home. Some of our customers do not have a vehicle. If the size of the product was in question, this should have been brought up at the store.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Follow Up Of A Bad Experience…Colonial Heights Store! After a bit of a headache, I was helped with the problems I was having with a chest drawer I purchased. Dan(@ the cor. office) helped me & was able to get a resolution to my problems & now ill consider shoppin at Home Decor Liquadators again.

Review: Chair purchased is defective and company failed to dislose return policy

.June 2, 2014

Dear Sir/Madam,

On 5/8/14, I purchased a mattress/box spring, mattress pad, rocker/reclining chair and a protection plan for the chair from Home-Décor Liquidators [redacted]. After spending considerable time talking with [redacted], the store manager, and[redacted], an associate about what I wanted, we reviewed what was available. The warranty on the mattress/box spring was explained in detail as was the protection plan for the chair. We discussed all their financing options as well. The total purchase was $783.37. I paid $283.37 in cash and was approved for credit with [redacted] financing the balance of $500.00. I was informed they used an outside company for their deliveries, and they explained this service as well. I was asked to complete a form (delivery was $40.00) accepting the terms of the delivery company and sign it. In the length of time I was in this store, not once did anyone mention or explain the return policy.

After using the chair for one week (I must mention, I work two jobs, so the chair was used minimally), the cushion in the front crushed and pushed up, the chair would not stay in a reclined position. It would creak and groan as it pushed back up and I had a very difficult time trying to push the foot rest back into chair position.

On Friday, May 16, 2014, I returned to the store, totally dissatisfied with this chair, and told them I wanted my money back. This is when they decided to inform me of the return policy!

Before I made this purchase, I made it perfectly clear to [redacted] that I did not want a micro-fiber fabric or a leather look fabric. I also did not want any dark colors. I looked at all the chairs they had available and there was only one (I was told) that did not fall into the category of “do not want”.

They do not have any other chairs to offer me and I do not want a store credit. I do not need anything else in that store. What I need is a chair, a well- made chair. As a person with osteo/rheumatoid arthritis in my neck/shoulders, hands, and knees, this chair also serves as my bed. I cannot sleep lying down. The aforementioned chair caused me discomfort and pain in the form of terrible leg cramps.

I have not used the chair since 5/16/14 when I visited the store. I sent pictures of the cushion problem and an e-mail outlining the issues with the chair to [redacted], as requested. After 2 weeks of waiting, I was told I could get another chair or a store credit. This wasn’t acceptable on May 16, 2014, and it is not acceptable now for reasons explained. A reputable company would not “lie by omission” and deceive its prospective customers by not disclosing a return policy that is so far from a normal return policy.

Sincerely, [redacted] cc: Consumer Affairs

Business

Response:

To Whom It May Concern,

As per our records, [redacted] opened an account in our [redacted] location on May 8, 2014. [redacted] applied for financing using GE Money, and was approved. [redacted] paid $283.37 on her Credit Card and the remaining balance of $500 was financed through GE Money. [redacted] purchased a [redacted] Full Mattress set, [redacted], Full Mattress Protector, and an additional 3yr Upholstery Protection Plan. On June 7, 2014 [redacted] was authorized to exchange her [redacted] for a [redacted], even though she was outside of our 72-hour return policy. Also, as required, the product was not in the original container. Home Décor Liquidators also refunded the price of the 3yr Protection Plan, in full, in the form of a refund check. The refund check was sent from our Corporate Office in [redacted] on June 12, 2014 in the amount of $79.99. Below is the stated refund policy:

Refund/Return Policy: Displayed on in-store signage and also printed on the back of each receipt.

“Refunds must be requested within 72 hours of receipt of merchandise. After 72 hours, Home Décor Liquidators may at its discretion issue a store credit. Requests must be accompanied by the original sales receipt. Merchandise must be returned in the original factory container and in sellable condition.”

In addition to refunding the cost of the 3yr Protection Plan, [redacted] came back to our [redacted] location on June 13, 2014 and returned her [redacted], and reselected a [redacted] made by Ashley Furniture. At this time, we feel the customer issue has been resolved.

Sincerely,

Home Décor Liquidators

Review: We purchased a mattress, November 17,2015, that is labeled firm. The salesman told is it was a firm mattress. The very first night of sleep we discovered we had sunk down about two inches into the mattress. It wasn't uncomfortable but the more we've slept on it, the worse it's gotten. We now wake up in a hole, four inches deep, which we have to climb out of with assistance. The depression now stays in the mattress permanently causing a lot of pain in my spine. I've had two spine surgeries in 2010 thus the need for a firm mattress. My husband and I went back to the store, December 12,2015, with the receipt to explain the issue with the original salesman. He gave us the paperwork to submit a claim under the warranty. At this point in time we've had the mattress 25 days. I submit the paperwork with pictures and wait. When I didn't get a response after five days, December 17,2015, I sent another email stating I would contact the Revdex.com and file a complaint. That got me a response, telling me the claims process. Since the purchase was over 72 hours old, it would take 7 to 14 days for the manufacturer to look at the claim and decide whether it's a defective product or not. They will not issue a cash refund only a store credit. I cannot take another night of pain and lack of sleep due to their product. I need a mattress immediately. I have pictures to support my claim along with the original receipt. The product is mislabeled, deceptive, and is very misleading. The labeling of their products needs to be addressed.Desired Settlement: We would like a refund so we can purchase a firm mattress

Business

Response:

COMPANY RESPONSE: The disposition on mattress warranty claim issues are determined by the manufacturers. Information is requested from the customer. Once the required information is received it is sent to the manufacturer for review to determine if the issue noted is indeed a manufacturer issue. Once a determination is reached and email is received from the manufacturer noting the disposition on the customer’s warranty claim. As of this response, I have received a disposition from the manufacturer with an approval for replacement credit. I have emailed the customer with further instructions. Once I received the requested information, I will be forwarded to the warranty department and a credit for replacement will be posted to the customer’s account. [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company stated the manufacturer's had until January 5, 2016 to respond to the request per the email sent to me December 30, 2015. When no communication was received by January 10, 2016 my husband and I purchased another mattress, receipt attached. They want to give me store credit which I'm opposed to at this point. We paid cash for the mattress, we didn't use store credit. We'd like our money refunded to us. Had they done as they said they would by the deadline given, we wouldn't have purchased from a different company. They failed to respond to any of my emails after December 30, 2016.My husband had to go to the ER due to his blood pressure being so high due to the pain he was experiencing from a shoulder injury he received 20 years ago. The hole (bowl shaped where his torso lay) he had to sleep in forced his shoulders to roll inward thus causing intense pain. After approximately 5 days of pain his blood pressure has gone extremely high, stage 2 hyper tension, and required medical interference. The company was informed that the bed was causing us pain, I've had 2 spine surgeries myself, and still went well past the deadline with no regard to our extreme discomfort.

Regards,

Review: I made a purchase on March 19, 2015 with my debit card of a kids bed set later on that day I asked for a refund because my girlfriend had already purchased a bed set filled out the corporate refund and was told by me using my card it would take 14 days for the company to mail a check ok waited the 14 days no refund called corporate office talked to [redacted] about the situation she said she was gone contact the store the store email me another refund form on April the 9th filled it out again and waited for a response had to call corporate office again talked to [redacted] again she said she had to check her email and was gone give me a call back. [redacted] called back to ask me to forward the email to her I did on the 13th of April then [redacted] said she ok the refund and that the store should be expediting my refund still nothing talked to both managers at the store [redacted] and [redacted] and just getting the run aroundDesired Settlement: Just my refund

Business

Response:

DATE: 8 MAY 2015RESPONSE TO COPY OF COMPLAINT RECEIVED: 8 MAY 2015REFERENCE: CASENUMBER [redacted]STORELOCATION: HOME DÉCOR LIQUIDATORS 8045W. BROAD STREET RICHMOND, VA 23294-4219 COMPANYRESPONSE: Afterreceiving the initial complaint from [redacted] I contacted the store location andfound that the refund form he stated he signed had not been found. A request was made for the store to get withthe customer and have him sign a new form and input his information I thesystem. Customer service made severalinroads to have the refund check forthis customer processed. I spoke withMr. [redacted] on 5/5/2015 to let him know that his refund was issued on checknumber [redacted] and to apologize for the delay. [redacted]CustomerService DepartmentHome Décor LiquidatorsPhone: [redacted]

Review: I purchased a Sofa on 10-10-2015 paid in full. Was instructed by salesperson/Regional manager Wayne H[redacted] that the sofa was not in stock and he would call me at [redacted] we verified number against records to confirm # was the correct and best number for contact. I requested the (home) number [redacted] be deleted from contact info. After cont. checking of my voice mail as well as daily attention paid to call log within my phone (awaiting deliv.notification) I gave up on purchase after not hearing from [redacted] after 6 weeks. Related to travel within my job and varied shift changes ( I am a nurse) I did not call to complete the refund. [redacted] left a voicemail message on November 27,2015 stated the sofa had arrived and was ready for pickup. Again the next day he did the same. I returned his call ( first day off)December 04,2015 to explain with the extended time factor-Two months instead of two weeks I had made other arrangements. What happened next defies mu understanding of "business practice. Wayne informed me that refunds were only given within 10 days of purchase. No matter what I said he simply stated the 10 day rule. I offered the reasonable explanation that as far as I could see the purchase was not in fact complete as I had not received the product.( not to mention the time frame of 2 weeks turned into almost 2 months.While on the phone he had admitted he did postpone calling me however the sofa he stated had been in the "back room" for quite some time. Again I explained he had told me he would call. When this conversation netted no reasonable result I requested corp. office number. After finally reaching a human(following 4 attempts with dead-end voice mail recordings) I was instructed by [redacted] (in customer service)( and I use this term loosely) of stated policy again. 28 minutes later (and a lot of on hold time) she stated per her operations manager I should have a return call from Wayne to repeat the same policy. [redacted] never called back. Sofa can easily be "RESOLD".Desired Settlement: I would like to have a FULL CREDIT RETURN to my listed bank card! When I informed Deborah of my intentions to notify Revdex.com she chuckled! I experienced some of the very worst "customer service" ( again I use the term loosely )I have ever had! I would really like to believe this kind of business practice is not allowed. Every conversation was abrupt and very Non-customer orientated.Thank you for your attention![redacted]

Business

Response:

Since the filing of the filing of this complaint the Regional and District Manager have made multiple attempts to contact this customer. They have left several voice messages and have not received a return phone call.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] Information supplied by Home Decor Outlet's would indicate my actions nonreactive regarding resolution. This is certainly NOT the case. Per the original complaint and my choice to relay this information for assistance with the Revdex.com, is the fact Wayne was unable ( as he stated repeatedly) to have authority to create remedy per my requested refund of a sofa that was paid for and had exceeded (by 7 weeks) the promised notification call of availability. It was nonproductive to return "to the issue" for resolve.With that being stated per this notification I did in fact contact Wayne today. His response was while he had not obtained authority to offer, he inquired if I would consider a refund of half of the amount owed to me with the other half in a store credit.I explained ( while in pretend land of offering for resolve) that no in fact I would not accept this theoretical offer. Explaining (AGAIN) the sofa in conflict was not a special offer quite generic in nature and easily could be "resold" and I wanted my money back ( in full). Additionally I would say, a store credit really is quite insulting having experienced such unprofessional "service" from Home Decor- there would be a great deal of hesitancy on my part to consider a purchase of any sorts with this company.It boggles my mind, that any company would practice such poor " service" practices especially in lieu of the "lack of loss" on the company's part to provide that service! The adverse dialogue that I will share with many ( and have) within my community ( and I am involved in many areas of service) is counterintuitive to a business that intends to stay!

Regards,

Business

Response:

[redacted]

COMPANY RESPONSE: I have worked with the Regional Manager for the Richmond store location and he has made an exception and processed a refund back to the customer’s card. The refund should post back to her account in two to three business days. [redacted] just as with other businesses have policies with regards to any refunds or exchanges. With any future purchases, our return/refund policy as noted on all customer receipts and as posted in our store location will be adhered to as written. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

[redacted] I would like to thank all party's involved for the resolution of this issue!Thank you [redacted]! for your constant presence and wonderful follow through!

I stumbled upon this as I was scouting affordable furniture stores near my mother who lives in Illinois. If you [redacted] search [redacted], you will see on the preview screen that it is an account that has reviewed multiple Home Decors that are hundreds of miles away on sites like this and [redacted]

They clearly think their shoppers are dumb and have posted false reviews or have hired some awfully sloppy people to do it for them.

I can't believe I almost missed this which would have resulted in my recommending the Illinois store to my 70yr old mother.

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Description: Furniture - Retail, Furniture Stores (NAICS: 442110)

Address: 8045 W Broad St, Richmond, Virginia, United States, 23294-4219

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