Home Decor Outlets

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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]

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.

Revdex.com:
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,
[redacted]   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.

[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

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] [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,
[redacted]
[redacted]
Home Décor Liquidators

Revdex.com RESPONSE FORM DATE: ...

21 APRIL 2016 RESPONSE TO COPY OF COMPLAINT RECEIVED: 21 APRIL 2016 REFERENCE:  COMPLAINT # [redacted]                          [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]

Revdex.com:
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,
[redacted]

Revdex.com RESPONSE FORM
 
New Roman", serif;">DATE:  18 JULY 2016
RESPONSE 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 DEPARTMENT
HOME DÉCOR LIQUIDATORS
PHONE:  770-381-5588, EXT **
[email protected]

Revdex.com:
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,
[redacted]

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.

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.