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 / [redacted] (1000, 5, 2016/02/17) */ The customer purchased a mattress from HOM in December of On 1/30/the customer called in because they felt the mattress was defectiveHOM is bound by the manufacturer's guidelines when returning mattresses, so we had a technician out on 2/6/who measured the impression at 1/inchesIn order to be found defective the impression would have to be at least 1/inchesThe manufacturer allows one measurement per year, however as a courtesy HOM has offered to reinspect the mattress in three monthsIf it measures defective at that time HOM would of course allow a full in store creditAs a courtesy to the customer we have also offered a 60% credit on the piece if they still wish to return the mattress nowWe offered the customer these options on 2/17/ Initial Consumer Rebuttal / [redacted] (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 measurementsNobody 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 / [redacted] (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 mattressAt 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 pieceWe also offered to reinspect the mattress in a few months to see if it worsens to the point of being defectiveAt this time there are no further options that HOM can provide other than those already offered
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 happybut they still need to improve with phone issuesso, sale manager did really good job to make me happy thank you
Initial Business Response / [redacted] (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/and has not currently received a responseIn the customers complaint they indicate that the furniture they received 10/3/was the incorrect configuration whereas when they original placed their order they ordered armless pieces and two corner piecesInitially the customer received delivery of armless pieces and corner pieces which is what they stated they should have received, this delivery took place 10/03/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/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 presentThe customer's furniture is displaying signs of wear and tear that is indicative of furniture that has been used for 1/yearsLoss 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 cushionsIn addition, some wrinkling and relaxing will occur in leather with usageThe 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 leatherWith 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 optionsHOM Furniture has agreed to provide a full refund of the original purchase price of the HOM Guard warranty totally $and provide an additional discount off of a future furniture purchase as a goodwill gestureI have attached photos of the customer's furniture for review as wellHOM Furniture will continue to try and reach the customer to further discuss Sincerely, Tiffany [redacted] @homfurntiure.com [redacted] Initial Consumer Rebuttal / [redacted] (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 timeSecond off I received one phone callToday! I can show you the pictures of the back of the furniture which has not been hit by somethingIt has been placed against a wall and not even push up to the wallThe dents are not because someone is pushing off of them or hitting themThe person that came to fix this told me thy could add more cushion and the guy that came more recently said he can stretch itI didn't buy warranty so that you can just reimburse me for itI would really appreciate it being fixed or new ones sentI really would appreciate some help because we are long time customers Final Business Response / [redacted] (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
On 3/30/the customer called in to report their mattress was saggingWe sent out a technician to inspect the mattress and measure it to see if it was defective on 4/15/HOM is bound by the manufacturer’s guidelines for mattress returns and if any stains are present we cannot take the mattress backOur technician did find the mattress to be defective, however because there were stains present this voids the manufacturer’s warrantyHOM offered the customer a chance to clean the mattress and we would reinspectHOM again sent technicians out to reinspect the mattress on 5/25/and 7/8/16, both times we found there were still stains presentWe 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 customerOn 7/19/we reached out to the customer to offer this option
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ The customer called in on 9/22/regarding a reclining love seat purchased in April It was well outside of the manufacturer's warrantyWe sent out a technician at cost to the customer to determine what would be needed to repair the pieceThe technician went out on 10/20/and he determined that we needed to order parts to repair the sofaThe parts needed were the reclining mechanism which was covered under an extended manufacturerWe ordered the parts from the manufacturer on 10/27/at no cost to the customerOn 11/5/and our technician installed the parts on 11/11/Normally labor is not covered under the extended warranty, however we covered this cost to take care of the customerWe spoke with the customer on 11/12/and confirmed that everything went well
Mr [redacted] purchased the Parker sofa and recliner, as well as a coffee table and chair side table, on 11/25/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 productIt was at that time our only option to sell the floor model sofa and reclinerOur sales associate left a voice message for the customer to explain the option of taking the floor model itemWe apologize that further follow up was not done to ensure the customer was fully aware of the option they hadWe 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 unresolvedWe have since been in contact with Mr [redacted] and have come to a resolution that both parties have agreed toWe thank Mr [redacted] for his patience as we worked thru his concerns
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/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
In response to the customer's complaint we have agreed to have the rug professionally cleaned for the customerOn July 12th the customer purchased a special order indoor/outdoor rug from HOM Furniture and took delivery on August 18thOn August 23rd the customer called our service center indicating there were some brown stains on the rugWe proceeded to send a technician out to their home to assess the the issuesThe stains could have came from the heavy rain storm we had the weekend prior as rain has many minerals in it which can cause stainsHowever we were unable to determine the exact cause of the stainsOur service department got the customer in touch with one of our sales managers at the showroomHe had some correspondence with the customer and then there was a lapse in him responding back to the customerWe 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
Initial Business Response / [redacted] (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 customerThe piece was delivered on 5/13/and the customer originally called in on 6/29/15, which is well outside of HOM's seven day return policyHowever at that time we did replace a side rail and the slatsThe customer then called in on 8/26/because the side rail had again brokenThe customer would not allow us to send out a technician to inspect the piece, which is protocol for starting a warranty claimThe 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 sortOn 9/4/HOM Furniture exchanged the entire bed and on 9/5/we also sent out a delivery team to add reinforcement to the bed, per the customer's requestWe have also refunded the customer the price of the extended warrantyCurrently HOM has tried to reach out to the customer on 9/8/and 9/9/and has received no response as of yet Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ Thank youA person named Joel has taken care of repairing the bed, and they state the credit will be issued for the service planI truly appreciate your help as I was completely unable to get any responses from them whatsoeverHave a great day!
Initial Business Response / [redacted] (1000, 8, 2015/07/27) */ HOM Furniture has reached out to this customerThe 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 tableAlthough 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 conditionThe customer has had their dining set in there home since 11/08/therefore the customer is well beyond our day return policy and not eligible for a returnThe dining table has been repaired in our shop and is scheduled to be redelivered to the customer 7/31/
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ The customer returned their bed to us on 12/17/As she was within our seven day return policy we issued a merchandise credit for the bed the same dayOn 12/21/the customer called in because they had not received the credit to their credit card yetOur accounting department immediately reissued the credit to the customer's credit cardWhen refunding a customer it has to go back to the same card that was used to purchase the pieceOn 1/5/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 / [redacted] (1000, 5, 2016/02/17) */ The customer purchased a mattress from HOM in December of On 1/30/the customer called in because they felt the mattress was defectiveHOM is bound by the manufacturer's guidelines when returning mattresses, so we had a technician out on 2/6/who measured the impression at 1/inchesIn order to be found defective the impression would have to be at least 1/inchesThe manufacturer allows one measurement per year, however as a courtesy HOM has offered to reinspect the mattress in three monthsIf it measures defective at that time HOM would of course allow a full in store creditAs a courtesy to the customer we have also offered a 60% credit on the piece if they still wish to return the mattress nowWe offered the customer these options on 2/17/ Initial Consumer Rebuttal / [redacted] (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 measurementsNobody 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 / [redacted] (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 mattressAt 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 pieceWe also offered to reinspect the mattress in a few months to see if it worsens to the point of being defectiveAt this time there are no further options that HOM can provide other than those already offered
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 happybut they still need to improve with phone issuesso, sale manager did really good job to make me happy thank you
Initial Business Response / [redacted] (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/and has not currently received a responseIn the customers complaint they indicate that the furniture they received 10/3/was the incorrect configuration whereas when they original placed their order they ordered armless pieces and two corner piecesInitially the customer received delivery of armless pieces and corner pieces which is what they stated they should have received, this delivery took place 10/03/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/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 presentThe customer's furniture is displaying signs of wear and tear that is indicative of furniture that has been used for 1/yearsLoss 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 cushionsIn addition, some wrinkling and relaxing will occur in leather with usageThe 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 leatherWith 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 optionsHOM Furniture has agreed to provide a full refund of the original purchase price of the HOM Guard warranty totally $and provide an additional discount off of a future furniture purchase as a goodwill gestureI have attached photos of the customer's furniture for review as wellHOM Furniture will continue to try and reach the customer to further discuss Sincerely, Tiffany [redacted] @homfurntiure.com [redacted] Initial Consumer Rebuttal / [redacted] (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 timeSecond off I received one phone callToday! I can show you the pictures of the back of the furniture which has not been hit by somethingIt has been placed against a wall and not even push up to the wallThe dents are not because someone is pushing off of them or hitting themThe person that came to fix this told me thy could add more cushion and the guy that came more recently said he can stretch itI didn't buy warranty so that you can just reimburse me for itI would really appreciate it being fixed or new ones sentI really would appreciate some help because we are long time customers Final Business Response / [redacted] (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
On 3/30/the customer called in to report their mattress was saggingWe sent out a technician to inspect the mattress and measure it to see if it was defective on 4/15/HOM is bound by the manufacturer’s guidelines for mattress returns and if any stains are present we cannot take the mattress backOur technician did find the mattress to be defective, however because there were stains present this voids the manufacturer’s warrantyHOM offered the customer a chance to clean the mattress and we would reinspectHOM again sent technicians out to reinspect the mattress on 5/25/and 7/8/16, both times we found there were still stains presentWe 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 customerOn 7/19/we reached out to the customer to offer this option
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ The customer called in on 9/22/regarding a reclining love seat purchased in April It was well outside of the manufacturer's warrantyWe sent out a technician at cost to the customer to determine what would be needed to repair the pieceThe technician went out on 10/20/and he determined that we needed to order parts to repair the sofaThe parts needed were the reclining mechanism which was covered under an extended manufacturerWe ordered the parts from the manufacturer on 10/27/at no cost to the customerOn 11/5/and our technician installed the parts on 11/11/Normally labor is not covered under the extended warranty, however we covered this cost to take care of the customerWe spoke with the customer on 11/12/and confirmed that everything went well
Mr [redacted] purchased the Parker sofa and recliner, as well as a coffee table and chair side table, on 11/25/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 productIt was at that time our only option to sell the floor model sofa and reclinerOur sales associate left a voice message for the customer to explain the option of taking the floor model itemWe apologize that further follow up was not done to ensure the customer was fully aware of the option they hadWe 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 unresolvedWe have since been in contact with Mr [redacted] and have come to a resolution that both parties have agreed toWe thank Mr [redacted] for his patience as we worked thru his concerns
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/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
In response to the customer's complaint we have agreed to have the rug professionally cleaned for the customerOn July 12th the customer purchased a special order indoor/outdoor rug from HOM Furniture and took delivery on August 18thOn August 23rd the customer called our service center indicating there were some brown stains on the rugWe proceeded to send a technician out to their home to assess the the issuesThe stains could have came from the heavy rain storm we had the weekend prior as rain has many minerals in it which can cause stainsHowever we were unable to determine the exact cause of the stainsOur service department got the customer in touch with one of our sales managers at the showroomHe had some correspondence with the customer and then there was a lapse in him responding back to the customerWe 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
Initial Business Response / [redacted] (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 customerThe piece was delivered on 5/13/and the customer originally called in on 6/29/15, which is well outside of HOM's seven day return policyHowever at that time we did replace a side rail and the slatsThe customer then called in on 8/26/because the side rail had again brokenThe customer would not allow us to send out a technician to inspect the piece, which is protocol for starting a warranty claimThe 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 sortOn 9/4/HOM Furniture exchanged the entire bed and on 9/5/we also sent out a delivery team to add reinforcement to the bed, per the customer's requestWe have also refunded the customer the price of the extended warrantyCurrently HOM has tried to reach out to the customer on 9/8/and 9/9/and has received no response as of yet Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ Thank youA person named Joel has taken care of repairing the bed, and they state the credit will be issued for the service planI truly appreciate your help as I was completely unable to get any responses from them whatsoeverHave a great day!
Initial Business Response / [redacted] (1000, 8, 2015/07/27) */ HOM Furniture has reached out to this customerThe 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 tableAlthough 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 conditionThe customer has had their dining set in there home since 11/08/therefore the customer is well beyond our day return policy and not eligible for a returnThe dining table has been repaired in our shop and is scheduled to be redelivered to the customer 7/31/
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ The customer returned their bed to us on 12/17/As she was within our seven day return policy we issued a merchandise credit for the bed the same dayOn 12/21/the customer called in because they had not received the credit to their credit card yetOur accounting department immediately reissued the credit to the customer's credit cardWhen refunding a customer it has to go back to the same card that was used to purchase the pieceOn 1/5/we spoke with the customer and confirmed that she received her refund