On 3/30/16 the customer called in to report their mattress was sagging. We sent out a technician to inspect the mattress and measure it to see if it was defective on 4/15/16. HOM is bound by the manufacturer’s guidelines for mattress returns and if any stains are present we cannot take the mattress...
back. Our technician did find the mattress to be defective, however because there were stains present this voids the manufacturer’s warranty. HOM offered the customer a chance to clean the mattress and we would reinspect. HOM again sent technicians out to reinspect the mattress on 5/25/16 and 7/8/16, both times we found there were still stains present. We did send photos from this last visit onto the manufacturer to see if they would allow an exception, however they declined, so HOM has agreed to offer a full in store reselection as a courtesy to the customer. On 7/19/16 we reached out to the customer to offer this option.
To Whom It May Concern: Customer [redacted] originally purchased her mattress from HOM Furniture in May of 2012. In July of 2016 the customer contacted HOM stating her son was uncomfortable sleeping on the mattress. An in home service technician measured the level of impression on the...
mattress the customer was having issues with and determined that the mattress was not recovering up to the manufacturer standards. In response to this the customer was allowed full in store credit to use towards the purchase of another mattress. The customer re-selected to a different mattress that was delivered to her in December 2016. Seven days after the delivery of the replacement mattress, the customer contacted HOM again stating she felt uncomfortable with this mattress as well. HOM Furniture's mattress warranty states that in the event a mattress is found to be defective, within a specified time range, that HOM will offer a one time full in store credit refund of the original purchase price. The replacement mattress does not hold any type of warranty and is excluded from HOM's 7 day "Love It" Guarantee as well as our 120 Comfort Guarantee. Customer [redacted] now falls into this category. As a gesture of goodwill we offered the customer to re-select again but she would be subject to a 40% re-stocking fee. The customer did not like that offer so we then offered to lower the re-stocking fee to 20% or choose a mattress in our clearance area (of less or equal value) and do one final exchange. The customer was going into one of our showrooms over the weekend of 1/21 - 1/22 and see what options were available in the clearance area. A message was left by the customer on 1/23 stating they were not able to go into the showroom over the weekend but were planning to sometime this week. A message was left for the customer on 1/26 to follow up but to date there has not been an update from the customer. Thank You.
In response to the customer's complaint we have agreed to have the rug professionally cleaned for the customer. On July 12th the customer purchased a special order indoor/outdoor rug from HOM Furniture and took delivery on August 18th. On August 23rd the customer called our service center indicating...
there were some brown stains on the rug. We proceeded to send a technician out to their home to assess the the issues. The stains could have came from the heavy rain storm we had the weekend prior as rain has many minerals in it which can cause stains. However we were unable to determine the exact cause of the stains. Our service department got the customer in touch with one of our sales managers at the showroom. He had some correspondence with the customer and then there was a lapse in him responding back to the customer. We have since talked with the customer, apologized for the lack of follow up and offered to replace the rug at no charge but per the customer's request, came to the agreement that HOM will have the original rug professionally cleaned for the customer.
To Whom It May Concern: HOM Furniture has been in contact with this customer regarding their overall concerns with their sofa, loveseat, and recliner. During that initial conversation the customer expressed an additional concern with a potential loose spring on their loveseat. We...
have scheduled a technician for 4/27/17 to repair any issues with the spring as well as inspect the overall condition of all three pieces of furniture. After the technician has completed his inspection we will follow back up with the customer and work on a solution.
On 3/30/16 the customer called in to report their mattress was sagging. We sent out a technician to inspect the mattress and measure it to see if it was defective on 4/15/16. HOM is bound by the manufacturer’s guidelines for mattress returns and if any stains are present we cannot take the mattress...
back. Our technician did find the mattress to be defective, however because there were stains present this voids the manufacturer’s warranty. HOM offered the customer a chance to clean the mattress and we would reinspect. HOM again sent technicians out to reinspect the mattress on 5/25/16 and 7/8/16, both times we found there were still stains present. We did send photos from this last visit onto the manufacturer to see if they would allow an exception, however they declined, so HOM has agreed to offer a full in store reselection as a courtesy to the customer. On 7/19/16 we reached out to the customer to offer this option.
To Whom It May Concern: Customer [redacted] originally purchased her mattress from HOM Furniture in May of 2012. In July of 2016 the customer contacted HOM stating her son was uncomfortable sleeping on the mattress. An in home service technician measured the level of impression on the...
mattress the customer was having issues with and determined that the mattress was not recovering up to the manufacturer standards. In response to this the customer was allowed full in store credit to use towards the purchase of another mattress. The customer re-selected to a different mattress that was delivered to her in December 2016. Seven days after the delivery of the replacement mattress, the customer contacted HOM again stating she felt uncomfortable with this mattress as well. HOM Furniture's mattress warranty states that in the event a mattress is found to be defective, within a specified time range, that HOM will offer a one time full in store credit refund of the original purchase price. The replacement mattress does not hold any type of warranty and is excluded from HOM's 7 day "Love It" Guarantee as well as our 120 Comfort Guarantee. Customer [redacted] now falls into this category. As a gesture of goodwill we offered the customer to re-select again but she would be subject to a 40% re-stocking fee. The customer did not like that offer so we then offered to lower the re-stocking fee to 20% or choose a mattress in our clearance area (of less or equal value) and do one final exchange. The customer was going into one of our showrooms over the weekend of 1/21 - 1/22 and see what options were available in the clearance area. A message was left by the customer on 1/23 stating they were not able to go into the showroom over the weekend but were planning to sometime this week. A message was left for the customer on 1/26 to follow up but to date there has not been an update from the customer. Thank You.
In response to the customer's complaint we have agreed to have the rug professionally cleaned for the customer. On July 12th the customer purchased a special order indoor/outdoor rug from HOM Furniture and took delivery on August 18th. On August 23rd the customer called our service center indicating...
there were some brown stains on the rug. We proceeded to send a technician out to their home to assess the the issues. The stains could have came from the heavy rain storm we had the weekend prior as rain has many minerals in it which can cause stains. However we were unable to determine the exact cause of the stains. Our service department got the customer in touch with one of our sales managers at the showroom. He had some correspondence with the customer and then there was a lapse in him responding back to the customer. We have since talked with the customer, apologized for the lack of follow up and offered to replace the rug at no charge but per the customer's request, came to the agreement that HOM will have the original rug professionally cleaned for the customer.
To Whom It May Concern: HOM Furniture has been in contact with this customer regarding their overall concerns with their sofa, loveseat, and recliner. During that initial conversation the customer expressed an additional concern with a potential loose spring on their loveseat. We...
have scheduled a technician for 4/27/17 to repair any issues with the spring as well as inspect the overall condition of all three pieces of furniture. After the technician has completed his inspection we will follow back up with the customer and work on a solution.