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Home Stars Reviews (2)

Complaint: [redacted] I am rejecting this response because: Setting aside the insults and the impugning of my character from Home Stars reply; there are two core issues at hand in this disputeWe want to receive the product we paid $for, which is a complete Old West Exquisite king size mattress set, including TWO twin XL foundations, or a refund within the next week so we can actually use our mattress setWe would like this accomplished without any further expense or inconvenience on our partWe want Home Stars to honor their one year, low price guarantee based on the written quotes that we presented to them from other Colorado Old West mattress dealers The fact that Home Stars gave us the wrong foundation for our king mattress has never been in dispute, nor has their verbal willingness to exchange the foundation for the correct one, as long as I am the one to shoulder the expense, time, and inconvenience to drive the miles round trip to Denver and back***'s statement “ offering over a week ago to drive up and replace the piece This offer was rejected by the customer ”, is incorrect I did receive a call from [redacted] of Home Star's warehouse on the morning of Tuesday January 30th [redacted] said he was willing to drive the mattress up that same afternoon, but when I informed him that I was at work and not able to meet them on such short notice, no other attempts were ever made to reschedule a deliveryDuring my conversation with ***, we discussed a solution that would be far more convenient and advantageous to all parties involved: That Home Stars could save themselves the time and expense of driving the correct foundation to us in Wyoming, provided it was safe to use the mattress set as is, and that Home stars simply honored their own price match guarantee by way of a partial refundIf they did so, I said I would be happy with this purchase, despite their error, and that I would even be willing to return the incorrect foundation to them at my convenience in March, without even asking for any compensation for my trip [redacted] said he would have to wait for an answer from ***, the owner, who would return from a trip to Las Vegas in a few daysI did not get a response from [redacted] as of February 7th, so on that same date, I submitted the proposal via email and I said: (See document # 1) “Rather than having your warehouse staff drive all the way up to Wyoming to bring me the correct box springI would be willing to hold onto the incorrect one until I next come down to Denver (mid March) Provided: A- You assure me that using the twin box spring you provided in place of the correct twin XL box spring, will not affect my warranty on the mattress”B- You will honor your price match guarantee, and refund me the difference between the $I paid in your store, and the $I could have paid in Fort Collins." When [redacted] responded via email later that day of February 7th, he said he wanted written proof of the competitor’s prices and replied "As for your warranty - you will be just fine.” (See document # - his response to my email ) February 8th, [redacted] contacted me by phoneI was not able to answer the phone in time, so I phoned him right backDuring this phone call, [redacted] mostly sung the praises of himself and his furniture business, hardly pausing to let me speak and often talking over meIt was not much of a dialog and it did not seem the intended purpose was to resolve our issues, but only to make further declarations [redacted] said he had nothing to go on and no proof in writing of my price quotes [redacted] also mentioned that he was rescinding his offer to drive the mattress foundation up and that if we wanted a resolution, we would be the ones responsible to return the incorrect foundation to Denver [redacted] did offer to compensate me for my time and gas if I did, but at this point we had nothing in writing, and we were incredulous about any of his promises [redacted] did send an email the following day stating that he was willing to compensate me $for driving the incorrect foundation back for an exchangeI wish to point out that $would not even cover the gas in my Suburban, which gets approximately miles/gallon, to say nothing of the value of my time or stress My family needed this mattress right awayThe only thing I have to offer my guests to sleep on currently is an airbed that deflates in a few hoursReasonably, I cannot wait several more weeks to have a mattress set I desperately needI am stuck with a mattress that I cannot even useIt is still sitting in my living room, along with both the foundations, all of them wrapped in their original plastic with the labelsI am glad that I did not take ***'s advice to unwrap and start sleeping on the mattress the way it is with the improper foundationsWhen we contacted Old West, the mattress manufacturer, we were sent a document with their warranty stipulationsOne of the Warranty Exclusions is “New mattresses on old or improper foundations”Following Mr***’s recommendation would have voided our ten year mattress warrantyOld West further clarified for me in an email “ your warranty will be voidFor your king mattress you need two TXL foundations supporting it.” Since [redacted] sells Old West mattresses almost exclusively, it is difficult to believe that he would not have know this about their warranties(See document #– Email from manufacturer) The other core issue in dispute is Home Stars “famous Year BEST PRICE Guarantee”Not only is this guarantee proudly advertised on Craigslist, it is on the official Home Stars website in multiple placesFurthermore, there are no stipulations, conditions, or exclusions listed whatsoever ***'s primary argument to not honoring his price match guarantee has been this assertion: “ has absolutely NO DOCUMENTATION showing this to be trueIf he did we would be more than happy to write a check for the difference..we have always stuck by this policy – we simply need to see something in writing ” I have submitted to Mr [redacted] two written quotes from Colorado Old West Mattress dealers via email for lower prices than I paid in his store(See document # - emailed price quotes) Some statements made by Home Stars in their response are not central to this dispute, but in the interest of honesty, I will quickly address them.“The prices are even right on our website ” We first discovered Home Stars through ads on CraigslistThis photo (See document # 5), which I pulled from one of Home Stars ads, and saved to my computer files, depicts their Santa Fe Street showroom accurately the day we purchased our mattress set It clearly shows that the style bed we purchased, in the far left end with the word cashmere written all over it, next to the mattress pad display, is not a king size as [redacted] now claims “ the mattress he purchased was on display in a King size” King sized mattresses are much larger and almost square, because the width is only inches less than the lengthIf you look closely at the new photo [redacted] submitted to Revdex.com, the headboard is entirely different Perhaps he has changed his showroom since we were in the storeIf Home Stars did have king sizes on their showroom floor the day we shopped there, there would have been no need to wonder about the price or to ask how much more the king sized model would cost by comparison, it would have been clearly ***ed right on the display mattressWe have witnesses to attest to the fact that the sales representative told our family that the king models would be $dollars more than the floor modelSince we were at his showroom in person, it's true that we did not think it necessary to look up any prices on Home Stars official website, but believed the sales rep was quoting us accurate prices Another of ***s assertions: “ he claims we offer Free financing We do but you must qualify for that based on your credit scoreNo where do we say FREE FINANCING ” This is demonstrably as well using his own ads on Craigslist as shown here: (See document # 6) screenshots of their Craigslist page shows ? FREE FINANCING ? FREE LAYAWAY ? FREE NO CREDIT CHECK FINANCING ? Another point of contention is ***'s statement “ it clearly states on our receipts that All Sales are Final” This is only partially trueThe bottom of my receipt says “All sales are final or 18% re-stock fee subject to approval –“ (see document #- receipt)Furthermore, I don't see how it could possibly apply to purchases in which the buyer received incorrect or damaged merchandise Please let me know if Revdex.com would like any other documentationThank you Sincerely, [redacted] ***

To whom it may concern:Mr [redacted] shared a scanned receipt via email showing that he purchased a Twin XL Box Spring to replace the twin box spring that was given to him in error We immediately sent him a check reimbursing him for this purchase and also invited him to just keep the twin box spring that was loaded in error for his inconvenience.As for the price match - in each case he has shared information for something the stores he is using for comparison DO NOT CARRY Our Price Match Guarantee applies to items that are visabley price offered on a showroom floor or website We simply need a photo of the tag and if there is a difference in price, a check for that difference is issued immediately It has been this way for nearly years This simple request has never been provided Once it is OR if it can be a check will immediately be sent.We here at Home Stars now consider this case to be closed If I can assist Mr [redacted] in any further way he is welcome to contact us We are always here to help and although on occasion human error can happen we have always done our best to resolve any issue in a timely matter, thus the A+ ratingRegards, [redacted] - President - Home Stars, Inc

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