Sign in

Los Chileros de Nuevo Mexico, Inc.

Sharing is caring! Have something to share about Los Chileros de Nuevo Mexico, Inc.? Use RevDex to write a review
Reviews Los Chileros de Nuevo Mexico, Inc.

Los Chileros de Nuevo Mexico, Inc. Reviews (24)

Initial Business Response /* (1000, 5, 2016/02/19) */
It is HOM Furniture's policy that when a mattress measures to be defective we offer the amount for the mattress back as a merchandise creditThe customer purchased a mattress in November of and called in on 2/1/because the mattress was
depressing on both sidesWe sent out a technician on 2/11/who measured the mattress to be defectiveWe then reached out to the customer 2/13/to let them know about the merchandise creditThe customer has opted to use the merchandise credit towards a different item, and currently still has some merchandise credit on their accountThis will not expire and can be used towards anything at HOM, Dock 86, or Gabberts

Mr.s *** called in on Friday October 7thAs we understand it the customer tried calling a few of our showrooms and was unsuccessful at reaching a person to speak with due to the delay in the interpreter service respondingIt wasn't until later that morning, when Mr*** tried calling our
corporate offices, that our receptionist stayed on the phone for a few more seconds and then heard a response on the other endAfter our receptionist spoke with the customer, thru the interpreter service, she attempted to get the customer in contact with a managerIt turns out there is quite a delay between the time one of our representatives answers the phone and when the interpreter service responds backOur sales manager at our showroom spoke to Mr*** and apologized for any issues he may have experienced and set up a time frame for Mr*** to come in and shop with himMr*** then came in later October 7th and his order was taken care of and delivered out to his home on October 9th

The customer picked up their chest on 4/28/The customer referenced multiple messaged that went unanswered, but we are not able to find any in our call recordsHOM was not aware of any issues with the product until receiving the Revdex.com complaint on 6/27/We called the customer immediately to
follow up and have ordered the drawer handleWhen the part comes in we will either ship it to the customer or have someone out to install it

We did speak to customer *** on 1/27/and mutually agreed upon the following The customer would receive full in store credit for the mattress that she would like to replace as long as the customer was willing to upgrade to a higher quality mattress She has done that and her new mattress is scheduled to be delivered on 2/2/ The customer understands that she will have a manufacturers warranty with this mattress that covers manufacturer defects only This mattress is not subject to a comfort guarantee

Final Consumer Response /* (2000, 5, 2015/12/30) */
Per a phone call from the customer, they indicated that everything has been resolved

Initial Business Response /* (1000, 5, 2016/03/01) */
In September 2014 the customer purchased a two piece sectional and ottoman. All pieces have a one year manufacturer's warranty, and the customer did not purchase the additional protection plan that HOM offers. The customer called in on 2/20/16...

because they are having issues with the seat casings wearing on the bottom, a spring poking out, and also a broken frame. Although they were out of their warranty HOM offered to have one of our technicians out to repair it at the customer's cost. The customer declined. On 3/1/16 HOM offered to have a technician out to inspect the pieces at no cost to the customer to assess the damage and find out what would be needed in order to repair. At this time the inspection is scheduled for 3/9/16. HOM will follow up with the customer to discuss repairs once the inspection has been completed.
Initial Consumer Rebuttal /* (2000, 10, 2016/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business offered a credit in the amount of the couch and will be removing it when they deliver the new couch. Their sales people during the selection of the new couch was awesome.
Thanks to this decision we would definitely recommend them on the future to friends and family.

The customer purchased a mattress from HOM Furniture in February of 2015. On 4/21/16 the customer called in and reported an issue with the mattress. HOM facilitates the manufacturer's warranty, so we sent out a technician who found that there was no defect in the bed, however there was a small...

puncture hole. The technician did sew the hole up as a courtesy to the customer. The customer called back shortly thereafter and was unhappy with the result of the technician visit. On 5/6/16 HOM reached out to the customer and offered to replace the mattress at no cost to them. At this time the exchange is scheduled for 5/12/16.

Initial Business Response /* (1000, 6, 2016/03/04) */
The customer purchased a leather sofa and loveseat from HOM on 3/14/15. On 1/7/16 they called in because they were having issues with the color on the leather wearing. The customer let us know that they used a spray on leather cleaner. We had a...

technician go out to inspect the pieces and we forwarded photos onto the manufacturer. The manufacturer told us that this is not a defect and was in fact caused by the cleaner that the customer was using. The manufacturer confirmed from our order history that these pieces were not a part of a defective batch of leather that was sent out from one of their tanneries. However, the manufacturer offered to cover the cost of the parts needed to repair as a courtesy to the customer. The manufacturer would not authorize coverage for the labor however, so HOM offered to split this with the customer also as a courtesy to the customer. As of 3/4/16 HOM has decided to cover the entire cost of the repairs and are currently waiting to hear back from the customer.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have used this cleaner for over 20 years. I called the manufacturer to let them know about the problem & they stated that the first time I used the cleaner, it would have damaged the couch if it was unsealed leather & the color would have come off the entire couch, which it did not. I used the cleaner several months before the color started coming off. Hom furniture also stated that the salesman should have told us the leather was untreated, since that requires a special cleaner. We have never heard of untreated leather, so if he had told us this, we would have questioned it & not gotten those pieces.
This has been nothing but a huge runaround from HOM furniture. We do not want "parts" replaced because the new leather will never match. We would like our money refunded. Thank you
Final Business Response /* (4000, 10, 2016/03/14) */
After further reviewing photos sent in by the customer HOM has offered to allow the customer to reselect for full in store credit as a courtesy to the customer. We reached out on 3/14/16 to follow up with the customer on this matter.
Final Consumer Response /* (2000, 12, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/17) */
The customer purchased a mattress from HOM in December of 2012. On 1/30/16 the customer called in because they felt the mattress was defective. HOM is bound by the manufacturer's guidelines when returning mattresses, so we had a technician out...

on 2/6/16 who measured the impression at 1 1/8 inches. In order to be found defective the impression would have to be at least 1 1/2 inches. The manufacturer allows one measurement per year, however as a courtesy HOM has offered to reinspect the mattress in three months. If it measures defective at that time HOM would of course allow a full in store credit. As a courtesy to the customer we have also offered a 60% credit on the piece if they still wish to return the mattress now. We offered the customer these options on 2/17/16.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mattress is not acceptable for it's intended purpose regardless of your questionable methods and measurements. Nobody would argue this fact after one night spent on this mattress.
The response by HOM changes nothing regarding the original complaint, and I will not not be convinced that spending more money at your store will solve the problem.
I stand by my original assertion that the defective, inferior, problematic and poorly constructed mattress should be replaced with a better one, or refunded in full.
Final Business Response /* (4000, 9, 2016/02/25) */
HOM's policy is that if a mattress is deemed defective, based upon the manufacturer's guidelines HOM will offer full in store credit for the mattress. At this time the mattress has not been measured to be defective, however as a courtesy to the customer we have offered a 60% credit on the piece. We also offered to reinspect the mattress in a few months to see if it worsens to the point of being defective. At this time there are no further options that HOM can provide other than those already offered.

Initial Business Response /* (1000, 5, 2016/01/05) */
The customer returned their bed to us on 12/17/15. As she was within our seven day return policy we issued a merchandise credit for the bed the same day. On 12/21/15 the customer called in because they had not received the credit to their credit...

card yet. Our accounting department immediately reissued the credit to the customer's credit card. When refunding a customer it has to go back to the same card that was used to purchase the piece. On 1/5/16 we spoke with the customer and confirmed that she received her refund.

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

Initial Business Response /* (1000, 5, 2015/09/03) */
HOM Furniture is bound by the manufacturer's guidelines when it comes to defective mattresses. According to the manufacturer any mattress measuring less than 1.5" impression is not defective. The mattress was purchased on 6/23/15, and on 8/22/15...

when HOM measured this mattress it only had a 1.25" impression. The manufacturer only allows one measurement per year, but HOM was willing to reinspect in only three months. At that time HOM Furniture decided to take the extra step to exchange the mattress for the customer out of courtesy. The exchange took place on 8/29/15.

Initial Business Response /* (1000, 5, 2015/09/09) */
In response to the customer's concerns HOM Furniture has exchanged the customer's bed and provided an additional support system at no cost to the customer. The piece was delivered on 5/13/15 and the customer originally called in on 6/29/15,...

which is well outside of HOM's seven day return policy. However at that time we did replace a side rail and the slats. The customer then called in on 8/26/15 because the side rail had again broken. The customer would not allow us to send out a technician to inspect the piece, which is protocol for starting a warranty claim. The warranty is a fix to new warranty, so HOM Furniture is obligated to try to repair the piece before moving forward with an exchange of any sort. On 9/4/15 HOM Furniture exchanged the entire bed and on 9/5/15 we also sent out a delivery team to add reinforcement to the bed, per the customer's request. We have also refunded the customer the price of the extended warranty. Currently HOM has tried to reach out to the customer on 9/8/15 and 9/9/15 and has received no response as of yet.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
Thank you. A person named Joel has taken care of repairing the bed, and they state the credit will be issued for the service plan. I truly appreciate your help as I was completely unable to get any responses from them whatsoever. Have a great day!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   sale manager did really good job helping to get me happy... but they still need to improve with phone issues... so, sale manager did really good job to make me happy...  thank you.

The customer received their television stand on 8/10/16 and called in the same day due to the finish being a different color than what they had seen in our showroom. On 8/11/16 we reached out to the customer to follow up and scheduled an exchange for the floor model, which was the color the customer...

wanted. We had a delivery team complete the exchange at no cost, and gave the customer $25.00 back as compensation for the issues. The exchange was completed on 8/14/16.

Initial Business Response /* (1000, 5, 2015/06/30) */
HOM Furniture has reached out to this customer to further discuss their concerns 6/22/15, 6/24/15, and 6/30/15 and has not currently received a response. In the customers complaint they indicate that the furniture they received 10/3/12 was the...

incorrect configuration whereas when they original placed their order they ordered 4 armless pieces and two corner pieces. Initially the customer received delivery of 4 armless pieces and 3 corner pieces which is what they stated they should have received, this delivery took place 10/03/12. As a result of the customers request shortly after the delivery the customer returned two of the armless pieces and received delivery of one additional corner piece which would create two sofas, this delivery took place 10/17/12. Beyond this second delivery date to change the configuration as requested by the customer HOM Furniture was not notified.
In response to the customer's product concerns currently there is not a warrantable defect present. The customer's furniture is displaying signs of normal wear and tear that is indicative of furniture that has been used for 2 1/2 years. Loss of cushion resiliency is to be anticipated with use and anything up to 20% loss of foam resiliency is not considered to be a warrantable defect, there is no visible impression in the customer seat cushions. In addition, some wrinkling and relaxing will occur in leather with normal usage. The customer indicated that there are dents forming on the outside back of the sofa, this is happening as a result of something being pushed up against the leather. With that being said we recognize that the customer is unhappy with their furniture and although a defect does not exist we would like to provide options. HOM Furniture has agreed to provide a full refund of the original purchase price of the HOM Guard warranty totally $615.98 and provide an additional discount off of a future furniture purchase as a goodwill gesture. I have attached photos of the customer's furniture for review as well. HOM Furniture will continue to try and reach the customer to further discuss.
Sincerely,
Tiffany [redacted]
[redacted]@homfurntiure.com
[redacted]

Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I exchanged the pieces and it was wrong at that time. Second off I received one phone call. Today! I can show you the pictures of the back of the furniture which has not been hit by something. It has been placed against a wall and not even push up to the wall. The dents are not because someone is pushing off of them or hitting them. The person that came to fix this told me thy could add more cushion and the guy that came more recently said he can stretch it. I didn't buy warranty so that you can just reimburse me for it. I would really appreciate it being fixed or new ones sent. I really would appreciate some help because we are long time customers.
Final Business Response /* (4000, 10, 2015/07/09) */
I have been in contact with the customer and we are currently working towards a solution.
Sincerely,
Tiffany [redacted]
HOM Furniture

Initial Business Response /* (1000, 8, 2015/07/27) */
HOM Furniture has reached out to this customer. The initial technician appointment took place 7/3/15; at that time our technician revealed that several scratches, heat marks, and water rings where present on the dining table. Although the damage...

was a result of everyday wear and tear and not a manufacture defect, HOM Furniture has agreed to refinish the dining table to repair it to like new condition. The customer has had their dining set in there home since 11/08/14 therefore the customer is well beyond our 7 day return policy and not eligible for a return. The dining table has been repaired in our shop and is scheduled to be redelivered to the customer 7/31/15.

To Whom It May Concern - On February 10, 2017 HOM Furniture called and spoke to customer [redacted] and apologized for the delay in getting a new cushion core to them.  We scheduled a technician to drop off the core at the customers home, per their request, on February 11, 2017....

 The customer communicated at that time that if they were not home to simply leave the core by their front door and they would take care of installing it in their existing casing.  HOM Furniture followed up with [redacted] via the phone on February 14, 2017 and she confirmed that the core was in fact dropped off and it fits appropriately in the casing that they had.  She was happy with the results and stated that no further follow up was needed as they were satisfied with the results.

Mr. [redacted] purchased the Parker sofa and recliner, as well as a coffee table and chair side table, on 11/25/2016. At the end of December we were informed by our buyer that we no longer had a shipment coming in for the Parker sofa and recliner and we were no longer able to get new product. It was at...

that time our only option to sell the floor model sofa and recliner. Our sales associate left a voice message for the customer to explain the option of taking the floor model item. We apologize that further follow up was not done to ensure the customer was fully aware of the option they had. We also apologize for the delay in getting Mr. [redacted] his refund, as the last time Mr. [redacted] and our sales associate had spoken, this matter had been left unresolved. We have since been in contact with Mr. [redacted] and have come to a resolution that both parties have agreed to. We thank Mr. [redacted] for his patience as we worked thru his concerns.

Initial Business Response /* (1000, 5, 2015/11/12) */
The customer called in on 9/22/15 regarding a reclining love seat purchased in April 2011. It was well outside of the manufacturer's warranty. We sent out a technician at cost to the customer to determine what would be needed to repair the...

piece. The technician went out on 10/20/15 and he determined that we needed to order parts to repair the sofa. The parts needed were the reclining mechanism which was covered under an extended manufacturer. We ordered the parts from the manufacturer on 10/27/15 at no cost to the customer. On 11/5/15 and our technician installed the parts on 11/11/15. Normally labor is not covered under the extended warranty, however we covered this cost to take care of the customer. We spoke with the customer on 11/12/15 and confirmed that everything went well.

Check fields!

Write a review of Los Chileros de Nuevo Mexico, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Los Chileros de Nuevo Mexico, Inc. Rating

Overall satisfaction rating

Add contact information for Los Chileros de Nuevo Mexico, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated