Home Living Furniture

The customer purchased a complete bedroom set on 5/16 and we expected to have everything available to ship at the same time per the manufacturer's live inventory online.  As we do with all instore and online orders, the customer must sign off on our sales contract BEFORE furniture order can be...

placed.  Each customer is advised, verbally when ordering over the phone AND via the sales contract, that the furniture is to be ordered and once ordered, there are no cancellations or refunds.  The only contingency that the customer had at the time of the sale was that the move in date was after the 16th of June.  All furniture was ordered promptly once the contract was returned signed back to us.  Once the order was placed with the manufacturer, the manufacturer notified us that the headboard which had showed inventory when we took the order was infact sold out and not available for shipment till middle of August.  On 5/22, the customer was emailed this information AND called by the sales person at our store.The customer lives in [redacted] and we are shipping the goods from our store in NJ.  Despite the costs involved in shipping furniture cross country, the customer was advised that we would be able to offer him split delivery and that we would delivery him everything EXCEPT the bed, which could not be delivered due to the headboard not being available.  At no point was he made to believe that the headboard was not a necessary part of the bed.    Customer was also shipped a bed frame at no charge in place of the bed to be used till the complete bed could be delivered.Furthermore, around the 6th of June, the customer called in and asked that the delivery could be made on the 16th as if it were a local delivery.  Customer service explained to the customer that the orders must be batched and that we would deliver the bedroom furniture once we had a truck scheduled to be in [redacted].   Customer demanded that delivery be done on the 16th but we advised him that it would not be possible and that we were scheduled to deliver him the tail end of June.   As the customer was upset, a credit of $149 was issued to appease him.On 6/26, the customer was advised that the truck had left and delivery would be made on the 2nd and as per our expectation, the dresser, mirror, 2 nightstands and the chest were delivered on 7/2/15.The expected date of delivery has still not changed and is still expected into our warehouse by the end of August.  As soon as it is received it will be expedited for delivery for the customer.  At this time, the customer has the entire set in their possession.  The date for the headboard had remained consistent all the way through and still expected in by the end of August and we would deliver it asap thereafter.Should the customer need a credit, we would be willing to cancel out the headboard and he could purchase it locally but no store would be able to deliver it any quicker than we would.   The customer is upset due to the long delay but he must understand that timelines were conveyed to him properly, verbally and in writing, and we have tried to go above and beyond to help him with his purchase including offering him split delivery, sending out a bed frame w/o a charge as well as giving him partial creditRegardsDeepak J[redacted]Home Living

Review: The company offers free delivery, but when I went to check out, they tacked on $92 for a white glove delivery that I could NOT take off. So I accepted that charge of $92. I was willing to pay that. Then the company doesn't contact me for 4 days, so I contacted them and was told I would get a call and email back. I got an email advising me that they can not ship to me unless I pay AN ADDITIONAL $199 for a white glove delivery option!! So the FREE DELIVERY IS NOW COSTING $291!Desired Settlement: The business needs to be documented as a bad company. The public needs to see this! I want nothing more to do with this company. I do not want them charging my card or having any of my info for that matter.

Business

Response:

Dear Sir, The delivery charges calculated on our site are for local deliveries, NJ, Metro PA and Metro NY as listed on the bottom of our site. For customer out of state, we recommend they call our store to confirm shipping amounts. Freight charge as quoted is more than reasonable. For the customer's privacy, we do not maintain credit card information. That said, our website is relatively still very new and we are working on improving the communication on our website to give customers more accurate shipping quotes so that they are given the correct delivery charges right on the site. The new updates to the site are due to launch on the 1st of February. We acknowledge that customer service and proper communication with the customer is very important and strive for excellence in these regards. We apologize for the inconvenience caused to the customer. RegardsDeepakHome Living

Review: My fiancé [redacted] and I ordered 3 love seats from Home Living Furniture. One was damaged very badly so they took it back to be replaced. The other two had minor damages.

When they came to deliver a new one and replace another one those were damaged as well.

We no longer wish to do business with this company and they don't want to refund our money.

We also ordered a table and chairs. We were told we'd have it in 3 weeks. Now they are telling us it can take 3 months and we may not cancel.

We just want our money back and don't want their furniture. They seem to have very poor quality.

The owner is extremely rude and wants to charge a 30 percent restocking fee. We don't want repaired furniture. It was damaged twice and we can't wait so long for furniture.Desired Settlement: I think the business should refund our money for the couches, all our money not less a 30 percent stocking fee. If they can't deliver the table within 3 weeks as promised they should refund our money fit that as well.

Consumer

Response:

I filed a complaint about Home Living. They spoke with us today. They said they will refund us the money for the couches. We still don't have an expected delivery date for the table. They promise it will be soon and they will keep us posted about it this week.

We are happy with that.

Thank you

Review: I placed an order via the internet for living room and bedroom furniture. During my initial conversation with Terry on the phone I asked him about discounts I saw online. He said he was giving me the best deal possible and in addition I got a deal because they "had a truck in my area this week". A week went by and I did not get a delivery date. I called and spoke to Jessica and she indicated my items were on backorder. My initial reaction was shock because of the statement made by Terry. I then said, reiterated what Terry has said and in addition to that I said no where on the website did it day my items were out of stock. Needless to say I thanked her and hung up. I sent a few additional emails during the weeks to follow looking for a delivery date as I had 0 furniture in my home and was having a Super Bowl party. They still could not give me a delivery date. One of my final emails stated if I can not get my furniture by "Friday" I will need to cancel. I proceeded with canceling the order and was told 1st, I couldn't cancel the order and they insisted on delivering the items. I called several times to cancel and was told NO - delivery will be "sometime this week". I disputed the charge on my [redacted] card and now the company is stating they are holding a 30% restocking fee because they had to order the items. Again, the website NEVER indicated my items were out of stock. This was false from the beginning. I was told each phone call was recorded so you will be able to see that this is all 100% true. I am a single mother and $600+ holding is a lot for me to lose because of a company not identifying the items were out of stock and now I have to pay a fee because they had to order the items "special order" because they were out of stock.Desired Settlement: I was 100% refund because it was never identified that the items was out of stock and it was a special order because of that. Also, I want someone to review the recorded phone call to see how "Terry" changed his tone several times with me when it went from a sale to a cancellation.

Business

Response:

On January 10th 2015, Customer [redacted] purchased a bedroom set as well as a living room set to be delivered to her daughter, [redacted] as soon as possible. The customer was advised that delivery would occur in approximately 3-4 weeks as the product had to be ordered from the manufacturer. The cancellation policies are clearly listed on our website as well for customers placing orders online or over the phone. The customer also was advised verbally and via a written contract that there were no cancellations on furniture that had to be ordered. On the 25th, the customer exchanged emails indicating that she was anxious about delivery and we informed her that the delivery would be made soon as early as following week and that we would contact her the following day, Monday, to let her know when she could expect delivery. On Monday the 26th, the customer emailed stating that she wanted to cancel. We advised her of our policy and also that delivery could be done on the 29th. It may have been able to get done before however due to the inclement weather and the heavy snow during that period, delivery was not possible before. There were 6 inches of snow expected on the 27th so to play it safe, we tried to schedule for the 29th when no snow was expected. Once furniture is ordered, we must purchased the goods on the customers behalf and therefore advise the customer that cancellations are not allowed unless there are extensive delays. Original expectations were that we would deliver around late January and we were right on target. Per our signed agreement with the customer, there is a 30% restocking fee if cancellation is allowed. Since the customer is not accepting delivery, we have requested the credit card company to credit the customer the full amount paid less the 30% restocking fee. Since, we still have all the goods originally ordered in our inventory, we have also advised of the cancellation fees and are ready for delivery with a short notice.Attached is the signed slip by Ms. [redacted] agreeing to the terms of the order. Please feel free to contact us for any questions or concerns.RegardsDeepakHome Living[redacted]

Review: On March 10, 2016, I ordered a piece of furniture from HomeLivingFurniture.com which stated it was "in-stock" and deliverable to my state with a shipping charge I agreed to of $66.44. About 10 minutes later, I received an email from Mr. Deepak J[redacted], listed as the point of contact for the business, which stated "Unfortunately, we are unable to fill your order as it does not meet our minimum to ship requirement of $499. Your card will not be charged."

There are two (2) issues with this email. First, their website clearly states they ship to my state, and that, "For Orders totaling less than $500, a special handling fee may be applied." I assumed the shipping fee was simply that - because they brag about their 'free shipping' for orders over $499. Secondly, their automated order system allowed the order to process and collected all of my personal and financial data. If this business has been successful since 2007 or so (according to online references) should they not have a ordering system that follows their operating procedures? I'm sure there is something else at work here; they likely simply don't have the item, or don't want to waster their time on small orders of $352. Their FAQ-section clearly states they fulfill orders under $499; it states, "Also, if you live outside of our "FREE SHIPPING" areas, we are usually able to deliver to you for a very nominal charge."Desired Settlement: I would like to see the company properly change their website to reflect their "policy" as stated by Mr. Deepak J[redacted] so that they stop collecting personal and financial data online for orders they CANNOT handle.

I will not be buying the item from them either way.

Business

Response:

For orders less than $499, we ask that the customer call us and confirm whether item is able to be shipped or not when the customer lives outside our free shipping areas. I do agree that the process needs to be improved on our site to inform the customer earlier of this and we are working towards that. We apologize for the poor experience that the customer has had.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I placed an order on May 15th for a bed (headboard,frame,footboard), dresser and mirror. On about July 8th I was called by shipping to be told our delivery was on its way, but there was an issue with the dresser so this would have to be delivered on another day. Upon receiving our bed I informed the store that the headboard was damaged. They informed me that a new headboard would be ordered. As of August 19th, we still do not have our dresser and the headboard has not been replaced. I requested that the dresser be delivered before the headboard arrives (as we have been waiting for more than 3 months for this dresser). I have been told that logistics is trying to fill a truck before a delivery can be scheduled, but no data has been set at this time.Desired Settlement: Delivery of order and replacement of headboard ASAP

Business

Response:

In answer to this complaint, let me begin by saying the Customer Service as well as customer satisfaction is a very high priority for Home Living Furniture. Our staff works diligently in an attempt to meet the delivery needs of every customer whenever possible.This customer ordered a number of items from us on May 16, 2015. The merchandise was received into our warehouse the first week of June, 2015. Two of the items were found to have manufacturing defects and replacement items were immediately ordered. We were informed by the manufacturers that the items were on back order, and were expected to come in by the first week of September. We informed the customer and offered to make a partial delivery of the items that were currently in stock. Our long haul delivery agent was notified and a delivery date was set for Thursday, July 02, 2015. The customer canceled this delivery the morning of July 2nd as they were not able to be home to receive it. A second date was scheduled for July 08, 2015. On July 14th, we once again informed the customer that the replacement items were on back order and that we would schedule the remaining items as soon as they came in. The replacement dresser arrived, and I called the customer and explained that delivery would be scheduled as soon as the route to his geographic area was finalized. I further explained the process of logistics, the science behind the construction of a delivery route. The customer was not pleased with this information and demanded that I deliver his furniture at a date and time convenient to him. I told him that while I understood his feelings, the cost of running a truck to deliver one piece of furniture was absolutely cost prohibitive and that as soon as we were in his area we would schedule the delivery. We also gave him a $100.00 store credit as our way of apologizing for the inconvenience of having to wait for replacement items. One of the two replacement items was received earlier than expexted and is currently scheduled to be delivered to this customer on Tuesday, September 01, 2015. The remaining replacement item will be delivered to him as soon as it is received from the manufacturer. The customer is not being billed for multiple deliveries.

Review: On 5/15/2015 I ordered bedroom furniture online but after talking to them over the phone and confirming that furniture was in stock and that it would be delivered on 6/16/2015. The following day they had me sign a contract for my order, which I signed to ensure its timely delivery. A couple of days later, their sales rep called to inform that the headboard won't be shipped with the order because of back-order. He assured me that the bed itself will be functional and headboard delay won't cause any usage problems. I worked with them and reluctantly agreed to keep my order because I was threatened with a 30% restocking penalty. A few days later I was informed that they can't even deliver on the agreed date of 6/16/2015. I again reluctantly agreed to take delivery on 6/20/2015 instead primarily because of the 30% restocking penalty. Even this date was not adhered to and I had to call them again. This time I was told another delivery date and that headboard won't be available until September 2015. I was assured however that the lack of headboard won't be a problem because the bed is functional on its own. Today, on 7/2/2015, when the bed was finally delivered, I was told that the bed could not be put together because it bolts on to the headboard, without which the bed can't be functional. I had had enough of their lies and deceit and refused to take delivery of incomplete order and incomplete function. Without a bed, there is no bedroom furniture and I have no faith in their promises and delivery. While assembling the furniture, they delivery personnel even dropped the dresser's mirror and scratched its wood trim. He tried to fix it with a marker but it is still very visible. I asked them for a refund and ordered them to take the useless furniture back but they did not take it back or issue a refund. Revdex.com should shut down deceitful and dishonest businesses which are out to hurt consumers. At this point, I would like a full refund of my purchase price.Desired Settlement: I would like a full refund of my purchase price. I do not have a bed even after ordering it on May 15, 2015 and waiting for it for 6 weeks. If I go by their yet another bogus promise, I won't have a bed for another 10 weeks. This is unacceptable. The vendor knowingly took order of furniture which was not in stock and lied its way for all this time. I do not want to deal or talk to them anymore. This is a business run by cheats and it should be shut down.

Business

Response:

The customer purchased a complete bedroom set on 5/16 and we expected to have everything available to ship at the same time per the manufacturer's live inventory online. As we do with all instore and online orders, the customer must sign off on our sales contract BEFORE furniture order can be placed. Each customer is advised, verbally when ordering over the phone AND via the sales contract, that the furniture is to be ordered and once ordered, there are no cancellations or refunds. The only contingency that the customer had at the time of the sale was that the move in date was after the 16th of June. All furniture was ordered promptly once the contract was returned signed back to us. Once the order was placed with the manufacturer, the manufacturer notified us that the headboard which had showed inventory when we took the order was infact sold out and not available for shipment till middle of August. On 5/22, the customer was emailed this information AND called by the sales person at our store.The customer lives in [redacted] and we are shipping the goods from our store in NJ. Despite the costs involved in shipping furniture cross country, the customer was advised that we would be able to offer him split delivery and that we would delivery him everything EXCEPT the bed, which could not be delivered due to the headboard not being available. At no point was he made to believe that the headboard was not a necessary part of the bed. Customer was also shipped a bed frame at no charge in place of the bed to be used till the complete bed could be delivered.Furthermore, around the 6th of June, the customer called in and asked that the delivery could be made on the 16th as if it were a local delivery. Customer service explained to the customer that the orders must be batched and that we would deliver the bedroom furniture once we had a truck scheduled to be in [redacted]. Customer demanded that delivery be done on the 16th but we advised him that it would not be possible and that we were scheduled to deliver him the tail end of June. As the customer was upset, a credit of $149 was issued to appease him.On 6/26, the customer was advised that the truck had left and delivery would be made on the 2nd and as per our expectation, the dresser, mirror, 2 nightstands and the chest were delivered on 7/2/15.The expected date of delivery has still not changed and is still expected into our warehouse by the end of August. As soon as it is received it will be expedited for delivery for the customer. At this time, the customer has the entire set in their possession. The date for the headboard had remained consistent all the way through and still expected in by the end of August and we would deliver it asap thereafter.Should the customer need a credit, we would be willing to cancel out the headboard and he could purchase it locally but no store would be able to deliver it any quicker than we would. The customer is upset due to the long delay but he must understand that timelines were conveyed to him properly, verbally and in writing, and we have tried to go above and beyond to help him with his purchase including offering him split delivery, sending out a bed frame w/o a charge as well as giving him partial creditRegardsDeepak J[redacted]Home Living

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The business is not being truthful and took my order, fully knowing that they won't have my furniture on the agreed date of delivery. How is it possible that when they took the order, everything was in stock but out of stock as soon as they had me sign a sale contract? The business is based on cheating its customers and I expect a more stronger response and some investigation from Revdex.com than to just play a part of a referee. I am not happy with the progress of my complaint. Of course the business will lie to Revdex.com just as they lie to their customers.

Regards,

Nadeem K[redacted]