Home Decor Liquidators

Review: New mattress was purchased July 4, 2015 and middle of mattress is sinking in the middle. It started after 4 months of purchase and issue is still not resolved. After 3 attempts to show them the problem with the mattress - it still has not been resolved. I called again this morning and spoke to Deborah, [redacted], and they are still requesting more pictures to be taken.Desired Settlement: To have a representative come out and look at the mattress in person or have them take the picture to satisfy their claim. I have attempted multiple times to take the correct picture but it is not good enough for them.

Business

Response:

Revdex.com RESPONSE FORM DATE: 01 AUGUST 2016 RESPONSE TO COPY OF COMPLAINT RECEIVED: 01 AUGUST 2016 REFERENCE: [redacted] - COMPLAINT #[redacted] STORE LOCATION: HOME DÉCOR LIQUIDATORS PITTSBURG STORE 26 [redacted] PHONE: [redacted] COMPANY RESPONSE: In order to have a mattress warranty claim filed the manufacturer requires 4 basic pictures to be sent in order to determine what the issue is and whether it is the mattress, the foundation or the bed frame. (see attached example photos) The customer originally contacted the manufacturer directly. I received and email from them on 5/12. I then emailed to the email address I had a claim form and the example photos. After several attempts to get the needed information, on 6/25 I received 3 pictures of the mattress. Another request was made for the needed information. On 7/14 I received 4 more pictures. The measurement photo taken was not correct but I went ahead and sent the information to the manufacturer. The manufacturer noted they did not see a body impression that would warrant the mattress being replaced. The manufacture also noted that not having removed the plastic from the foundation could have caused a buildup of moisture that could have caused the wood to warp. The amount of dip/sink/sag present for this manufacturer to replace the mattress is 2” or more. I then emailed the customer a request for the correct measurement photo to show the amount of depth she is indicating. I have not received it. The customer called this morning stating had sent a number of photos. I attempted to explain to her that the measurement photo received is not done correctly as shown in the example photo emailed several times. The customer wanted to have someone sent to her home to do the measurement. I explained to her that the manufacturer warranty does not provide for a technician to come to her home. If the customer will send the needed measurement photo as requested, I will resubmit her claim to the manufacturer. DEBORAH [redacted] CUSTOMER SERVICE DEPARTMENT HOME DÉCOR LIQUIDATORS PHONE: [redacted]

Review: Left deposit for two 4 drawer chests in black.was told would be in the following week.went to establishment the next saturday they claim they did not come in but 4 were on their way from buffalo and would be in by tuesday.they took my name and phone number a second time and said they would call when they arrived but they had two 5 drawer chests for $20 more per chest.I declined stating I wanted 4 drawer.after 2 weeks we still did not receive a call so my wife went into the establishment tonight only to be told they did not have the 4 drawer but had 5 drawer only amd it would be an additional $40. Over the agreed upon price.when my wife phoned to let me know she had to pay the extra and get a 5 drawer I immediatly called the establishment and spoke to ryan after getting the same story from him I told him I beleived this was a classic bait and switch to which he replied I never do bait and switch all the while refusing to discuss the situation further.I then told him he would be hearing from the Revdex.comand hung up.Desired Settlement: Would like to have the difference in cost refunded as well as an apology to my wife

Business

Response:

Revdex.com-COMPLAINT RESPONSE FORMDATE: 29 MARCH 2016 RESPONSE TO COPY OF COMPLAINT RECEIVED: 11 MARCH 2016REFERENCE: CASE ID# [redacted] STORE LOCATION: HOME DÉCOR LIQUIDATORS-PITTSBURGH STORE 26 COMPANY RESPONSE: When the customer’s wife called on 3/11/2016, she asked if we had gotten in (2) of the 4-drawer chests that she wanted on 2/13/2015 when she started her lay-a-way. The customer was told we did not have the 4-drawer chests in black, but we did have it in other colors including merlot which is close to black. The customer’s wife then asked if we had 5-drawer in black. The customer’s wife was told we did have a couple of the 5-drawer in black in stock. The customer asked the store to hold the (2) black 5-drawer chests as she would be down in 10 minutes. The two 5-drawer black units were held for the customer. When the customer’s wife arrived at the store location the store offered to let her see the colors available in the 4-drawer chests she was originally interested in so she could see how close the merlot was to the black. She stated the 5-drawer black chests were fine because her son had tons of stuff and the more drawers the better to hide his stuff. She paid for the chests, they were loaded up and she took them home. Mr. [redacted] called about 20 minutes later and stated that the store had pulled a bait and switch, to which the store attempted to explain to him that they offered the 4-drawer chests in multiple colors other that black, but the his wife had asked about and chosen the 5-drawer. Mr. [redacted] then threated to contact the Revdex.com and hung up. The mention of the 5-drawer chests was by Mrs. [redacted] and not the store location. The store location did not speak to her about one unit stating they had it and then which to another unit when she arrived at the store location. Mrs. [redacted] was aware, before she arrived at the store, that we had the 4-drawer in multiple colors but not black. .DEBORAH B[redacted] WHITECUSTOMER SERVICE REPRESENTATIVECUSTOMER SERVICE DEPARTMENTHOME DÉCOR LIQUIDATORSPHONE: [redacted]

Consumer

Response:

Review: I purchased a sectional couch from this business. An hour later, I changed my mind on a different couch in a different location. I called for a refund before the sectional was delivered. An Employee Devin, refused to give me my refund! He told me on the phone that it was too late the mover has already left. The mover told me once he got to my house 3hours later, that he was standing next to the employee while he was talking to me on the phone telling me it was too late for a refund! I paid cash and the item has not left the store. I am required to get a refund.

Business

Response:

DATE: 21 APRIL 2016RESPONSE TO COPY OF COMPLAINT RECEIVED: 21 APRIL 2016REFERENCE: COMPLAINT #[redacted]STORE LOCATION: HOME DÉCOR LIQUIDATORS [redacted]COMPANY RESPONSE:Per our current return policy, all sales are final. The return policy is noted on the customer’s receipt as well as being posted in the store location. Please see attached copy.DEBORAH [redacted] W[redacted]CUSTOMER SERVICE DEPARTMENTHOME DÉCOR LIQUIDATORSPHONE: [redacted]

Review: Ordered furniture at store with salesman and manager. When delivered it was not the same as we ordered. I was away and they knew it and it was complete bait and switchDesired Settlement: Accept return for all of the merchandise and refund my entire purchase price.

Business

Response:

To whom it may concern,

The merchandise was selected and approved by [redacted] in person at our retail outlet in Pittsburgh, PA. We confirmed every item on the order prior to the scheduled delivery with [redacted] and his secretary via email with pictures of every item selected. The merchandise was delivered as instructed and received, inspected and signed for by a Mr Jeff Van Norton (a representative of [redacted]). [redacted] received a detailed receipt of his purchase as well as our return policy (detailed on the back of the receipt).

Our return policy states the merchandise must be returned within 72 hours of receipt in new salable condition. [redacted] made his 1st and only request 5 days later and has not returned any of the multiple phone call attempts to contact and resolve. We make every attempt to verify the accuracy of all of our customers purchases and we absolutely did so in this case. We would be happy to speak with [redacted] and discuss a resolution on the basis that transportation of the merchandise is the sole responsibility of [redacted] and any merchandise returned must meet our return policy standards of being new in salable condition before a refund can be issued.

Chief of Operations

Consumer

Response:

Review: Bought a box spring on 2/10/14 along with the mattress, headboard and rug. It was delivered 2/14/14 at 8:45pm. Boxspring was sealed tight in a hard plastic wrapping, inside was 2 stink bugs 1 dead and 1 alive. Attempted to catch delivery man but he was gone. Immediately called company, which closed almost an hour before delivery. Called Manager [redacted] at 9:30am 2/15/14. When they opened to let him know. He advised me that it was not there responsibility. Then he returned call 20 min. later and stated they would bring another out. No boxspring was delivered. Called 6:30pm to check on delivery to be advised that it would not be delivered till Sun. or Mon. and that he was doing me a favor and if I wanted it the same day I would have to pay another $120.00 for delivery. I told him that I was calling the corporate office to make a complaint if I had to wait till Mon. or pay for delivery. He advised me that if I make a complaint then he is not going to send me another box spring and for me to decide what I wanted to do that it was against company policy to replace it. I explained to him that I missed work on fri and now its Sat. and he is giving me no choice but to wait. He stated he told me he would call me when it's being delivered but I told him I could not jump up and leave work. It is now Mon. no boxspring. Contacted the Corporate office who states he was right and that they may not replace it that he would call the company they get it from and see if they have a stink bug issue and they would be responsible. He also stated that they may have 8 other deliveries scheduled and they are not going to interrupt delivery to bring me another box spring and change it out. I stated to him that I don't want no issues or problem but I want what I paid for and its bad for business to known as stink bug infested. I don't know if once I take the plastic off if it is more inside but I told CS and the manager, I did take a picture and video to record the time. No boxspring yetDesired Settlement: Replace box spring, a new one delivered and infested on taken away.

Business

Response:

Stink Bugs were expected to reach record numbers in 2013 across the country. They are one of the worst invasive pests to your garden or crops, not your furniture or home. The only bad outcome of them being inside your home is if aggravated they will stink. We explained this to Ms. [redacted] but she insisted her foundation was infested even though there were only 2 stink bugs, one dead and one alive. We told her we would swap out her foundation but it would take some time because the independent delivery crew was extremely busy. She insisted that it be taken care of immediately. We explained to her that unless she wanted to pay for another delivery fee, we would have to wait for a break in deliveries to take her out a new foundation because we could not afford to interrupt the already scheduled deliveries. At this point we have already taken care of Ms. [redacted] and replaced her foundation with a new one.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received additional help on getting this resolved from [redacted] with the Post Gazette. [redacted] finally got a response from the Customer Service Manager at the Corporate Office 5 days later and followed up on the process until I received my box spring. I am glad that this has been resolved but the only thing in the response that was not true was the Store Manger told me Sat. and Sun. for delivery which would have been 1-2 days later, then Monday, it was delivered a 10 days later, they did offer me to get it sooner if I paid another $120.00,my stuff would have delivered the same day. My friend ordered something 5 days after me and she was unaware of my situation and they got her items the same day, I believed the Store Manger made me wait so long because I complained and that would be a form of retaliation.

So thank you very much for all your assistance and I hope no one else goes through this ordeal and if they do try and get some assistance to resolve this issue and not just accept anything. I am satisfied.

Review: I purchased bedroom furniture both 3/19/15 & 3/20/15 from Home Decor. I was promised a morning delivery time of all said items. I later called repeatedly only to discover that the delivery driver hasn't reported to work. I was then told that once the driver gets in he will deliver my items first! I was told my items were loaded on the truck only to find out that this 3rd party service did have my items. The manager when confronted with me knowing the truth cursed me out and told me that my money I spent didn't matter. His name was [redacted],he began to belittle me on the phone because my thousand some odd dollars didn't compare to the 5k some others have spent there. It's 6:35pm, the driver went to West Va,in a van before coming to my delivery which was local. He was told to deliver everyone's items first he stated! I was told many different delivery times and wasn't giving any professional courtesy as a customer. I have lost a days wages by missing work due to many false delivery times. I also lost an additional $200 for paying to have old furniture removed from two bedrooms as preparation for new items. I know am faced with potentially paying someone to sit at my house to wait on furniture which may or may not come. This place should be avoided by all costs!Desired Settlement: I feel I should receive an apology from [redacted] firstly,secondly my delivery charge should be waived. I also want reimbursed for my days wages which amounts to a $600 consultation that I had to cancel.

Business

Response:

Upon investigating the issue with this customer's order I contacted the store in question. The delivery of this customer's order was not altered by the store location. This customer's order was marked to go out on the first truckload. Upon his call to the store location it was then discovered that the driver did not load his order as iy was requested to by the notation on the order ticket. On 3/25/2015 this customer went to the store location where he received an agreed upon $80.00 reimbursement for delivery costs and this matter is considered resolved.

Review: On 12/13/2014 I purchased a bed, dresser/mirro, and media chest. On 12/21/2014 the framework and slats for the bed (made of fabricated wood) broke. I contacted the store the same day and spoke with [redacted], one of the sales reps. He said that he would contact the manufacturer and request that they send out new slats and bed rails but that it could take up to 6 weeks. I was not happy about that but agreed since I really didn't have a choice. On 2/12/15 when I still had not received the new parts or a phone call, I called the store again. This time I spoke with [redacted], the manager. He said that nothing had yet been ordered and that he would need pictures of the broken components before they could request new ones from the manufacturer and that once orered, it would take an additional 3-4 weeks to receive. I took the requested pictures and sent them via email . On March 14, after checking witht he store and [redacted] telling me that there still were no parts for me, I contacted the corporate customer service via email. On March 20 I received an email back from [redacted] stating that if I sent her the pictures, she would see to it that my bed was replaced. I received a call from [redacted] on 4/7 telling me that they were just going to give me the slats and rails that were in stock and I could come pick them up. When I went to get them, they had been sold to another customer. To date, I have still not received any replacement parts, a new bed or a store credit. FYI- not onkly is the furniture supposed to be covered under a manufacturer warranty, but I also purchased an addition extended warranty. and still have a broken bed that I have been making payments on since December.Desired Settlement: I want to return the entire bed to them and have the full purchase price plus the interest removed from my credit account. The bed is substandard in quality and is likely to break again. I refuse to go thru this twice. I have all the call records and emails and will consult legal assistance if this is not resolved immediately

Business

Response:

DATE: 6 MAY 2015RESPONSE TO COPY OF COMPLAINT RECEIVED: 29 APRIL 2015REFERENCE: COMPLAINT # [redacted]STORE LOCATION: HOME DÉCOR LIQUIDATORS [redacted]

[redacted]

[redacted]

[redacted] COMPANY RESPONSE: When customer product issues are determined to be a parts replacement order therequest for replacement parts is sent to the manufacturer. We provide customers with the most accurate instore delivery information as received from the manufacturer. When the manufacturer time line was extendedthe store location was asked to pull parts from a new bed item to satisfy thecustomer needs. After the customer wascontacted over 3 weeks went by and the customer did not come to the store topick up parts or contact the store location. The parts were then placed back into the new unit and the store thencontinued to wait for the parts order that had been placed for this customer. I have no record of any email stating thatthe customer’s bed be replaced. The onlyreplacement was of the parts presented as manufacturer parts to bereplaced. Per the store location theparts are scheduled to be delivered on today, May 6, 2015 and will satisfy thiscustomer’s parts replacement request.

Review: On November 20, 2014, I purchased a Nolana Charcoal sleeper sofa from Home Dcor Liquidators #26 for $699.00 and a set of occasional tables for $99.99. I paid for the items with a personal check in the amount of $805.98 and cash of $50.00. The store delivery personnel delivered the sofa and tables to my home on December 5, 2014. The tables were set up in the living room. The sleeper sofa was purchased to be used in the guest bedroom/office as a sofa and bed for guests. When the delivery men attempted to put the sleeper sofa in the guest bedroom, the item would not fit through the door from the living room to the hallway. I called the store and spoke with the manager, Ryan, and told him that since the sofa would not fit through the door, that I wanted a refund for the sofa. Home Dcor did not have another sleeper sofa available and since I had guests coming for Christmas, I would have to go to another store. When I asked for a refund, the manager said that if I would have paid by credit card, he could have helped me out, but since I paid cash, he would have to go to corporate and then I could only get half the money back or he could give me a store credit. The manager then asked if I would give him another chance and he and an employee would deliver the sofa. He promised that he would personally oversee the delivery so that the sofa would fit through the door. Since I needed the sleeper sofa for guests that were coming for Christmas, I agreed to a second delivery on Friday, December 12. The manager called and said that they could not deliver the sofa on December 12 because they could not get a vehicle to deliver it and it was raining. But he promised they would deliver it on Sunday, December 14. Again, the sofa was not delivered on Sunday and after waiting all day for the delivery, I called the manager who said they would be there on Monday, December 15. On December 15, the same delivery men (no manager) came with the sofa around noon and for more than two hours attempted to get the sofa through the living room door. It did not fit. I called the store manager and again told him I wanted a refund for the sofa. He refused. He said since I paid with a check, he could only give me a store credit. I said I needed a sleeper for Christmas. He said the sleeper sofa was a special order and that he could only refund half the price of the sofa. The Refund/Return Policy for the store is on the reverse side of the receipt/bill for the sofa. This policy states that Refunds must be requested within 72 hours of receipt of the merchandise. After 72 hours, Home Dcor Liquidators may at its discretion issue a store credit. The policy goes on further to states that Merchandise must be returned in the original factory container and in sellable condition and that Cash refunds over $50 and all checks require a corporate refund request. The item was returned to the store in its original packaging and in sellable condition.Desired Settlement: I would like a refund in the amount of $747.93 ($699.00 plus $48.93 tax) for the sleeper sofa that I never received from Home Dcor Liquidators. Home Dcor Liquidators is offering me a refund of only 50% of the cost of the merchandise. A refund was requested the same day the sofa was delivered (within 72 hours of receipt). The sofa was returned to the store immediately in the original packaging and in sellable condition. The store will be able to sell the sleeper sofa for full price.

Business

Response:

COMPANY RESPONSE: The customer went into the Pittsburg store location in late November inquiring about a sleeper sofa. The sleepersofa the customer selected is a stock special order item. At the time the customer selected this unitshe was informed that the sleeper sofa was a special order item and that companypolicy states payment in full is required prior to the sofa unit being ordered;and that the payment is non-refundable on a monetary basis. The customer wasinformed that should she elect to return the sofa unit, she would only be eligibleto receive a store credit in the event she should decide not to keep thesleeper sofa unit. At this time the customer was provided with dimensionalinformation on the sleeper sofa to use to be sure it would fit in her home.At the point of sale on November 24, 2014, when the customer returnedto the store location to prior to paying for the item, she was again informedthat if she elected to return the item she would only be eligible to receive astore credit. The customer choose to proceed with her purchase of the sleeper sofa.On December 11. 2014, at the time of delivery the customer contactedthe Pittsburg store location to let them know that the sleeper sofa would notfit. The store manager once again statedthe policy regarding special order items. To assist the customer, the storeagreed to try a second delivery attempt that would require the packing covermaterials to be removed. The customeragreed and a second attempt was made, but the sofa unit still did not fit. The customer contacted the store locationagain and at this point the store location once again reiterated the companypolicy that she would only be eligible for a store credit and that she waswelcomed to come to the location to review and use her store credit to purchaseanother sofa or any other item. On two occasions prior to the customer actually paying for the sleepersofa the customer was informed of the company policy regarding special orderproduct having to paid in full and that there is no monetary refund, only astore credit in the event she elected not to keep the special order item shechoose. As the customer chose topurchase this special item and then return it, she is only eligible for a store credit.

Consumer

Response:

Please see the attached Answer to the Response from the business. I have also attached a copy of the Receipt for the item purchased with the printed Company Policy on the reverse side of the receipt. This item was in stock and available when purchased. It was not a special order item. I requested a refund the day the item was delivered (and returned to the store) which was within the first 72 hours after receipt of the merchandise. The item did not fit through my doorway after I was promised twice that it would. I believe the store should refund the entire purchase price of the item that was returned unused.

Regards,

Review: I purchased Furniture from this company on 02/11/2015. I financed it through a company through the store called [redacted]. I was supposed to get a couch, chair ottoman, area rug and sofa table. Before the delivery I received a call from Ryan D stating that they did not have chairs in stock, but he would give the love seat at the same price. Once the furniture was delivered my son called and stated there was a crack in the sofa table leg, and there were no holes in the ottoman to put the legs in. Also the legs to the love seat were missing. I called the store and asked for Ryan which instructed me to #1 come pick up the legs for the love seat, #2 bring the sofa table back in for a replacement. At that time I was not able to take the sofa table as it is very heavy, but I did retrieve the legs to the love seat. We also had to drill whole into the ottoman to put those on. In April the love seat leg broke and half the furniture was sitting on the floor. I again called Ryan and was told he would contact to insurance company for the furniture, also the couch now had the seams ripping from the couch cushions. I received a call from Deborah B[redacted] asking me to send her picture of the damaged items which I did. on 04/21/2015. After 3 weeks I had not heard back from Ms. B[redacted] so I sent her another email and still received no response. Still no response by June , so I called Ryan back at the store who said he had remembered getting an email from the insurance company a few weeks back, (but for some reason never called me to discuss) the insurance company stated they would replace the love seat if I donated the old one to goodwill or salvation army, but I would have to show them receipt of the donation. I tried callin [redacted], they do not take damages goods, I called a place called [redacted] they do not take damaged items either. At this time I am waiting to see if [redacted] will take it when they come for the scheduled pickup on July 29th.Desired Settlement: I AM ASKING FOR AN EXCHANGE AND I ALSO NEED TO RECEIVE SOME OF MY MONEY BACK. I PAY $147.00 BI-WEEKLY FOR DAMAGED ITEMS

Business

Response:

RESPONSE TO COPY OF COMPLAINT RECEIVED: 08 JULY 2015REFERENCE: COMPLAINT #[redacted]STORE LOCATION: HOME DÉCOR LIQUIDATORS [redacted]

[redacted]

[redacted]

[redacted]COMPANY RESPONSE:This customer’s authorization for donation replacement credit was issued to the store locationon 5/11/2015. The donation policy for this manufacturer is not specific to this customer. This is the warranty replacement creditpolicy for all customers with product made by this manufacturer. I spoke with the manager of the Pittsburghstore location. Per the manager the customer wants Home Décor Liquidators to pick up the unit and transportit. The replacement policy for this manufacturer notes that it is the responsibility of the customer to transportproduct. There are numerous places where furniture can be donated in the Pittsburgh area. The customer is not limited to the Goodwillor the Salvation Army. I did speak to the [redacted] corporate office after noting Mrs. Moorefield’s statement thatthey do not take product with damage. They have no directive that they will not take any product with damage issues unlessit is something that is destroyed to the point where it can not be sold for use. Some of the smaller locations do not handlefurniture, but there are many others who do.As soon as [redacted] donates the item and turns in the donation receipt, it will beforwarded to the manufacturer and they will issue a credit which will be postedto her account so she can pick up a replacement item. Deborah D. B[redacted] WhiteCustomer ServiceHome Décor Liquidators[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My rebuttal is, why should I have to spend time on the phone while I am working trying to set up a donation of this item. The goodwill said they would not take the item so if they want to have whoever they spoke with at corporate set something up then thats fine. also they did not respond to the fact that the sofa table is also damaged and I cannot carry that back to the store. I paid for delivery, no they are asking me to come to the store numerous times after the actual purchase. I had to go back into the store because legs to the ottoman were missing. Also the couch cushion seams are coming apart on one of the pillows. This is very low quality merchandise. I knew that going in but did not think it would only last 2 months or that I would have to continously have to deal with this. I did contact a place called [redacted] who did not want it, [redacted] is supposed to come July 29th and the furniture has been broken since April. They are only dealing with the love seat when the other pieces have issues that could have been addressed.

Regards,