Urban Home

Bought an item that came defectively assembledDoors were not properly lined up so one hit the other as you open/closeAnd the other two were uneven (one lifted too high, other screwed low so it's uneven on its face)Can be remedied, right? Went to adjust the screws inside to fix it, but alas they are stripped so I'm stuck with the defect all because of some careless/skill-less assemblerAlso had broken plastic pegs, and others were missingSo it scratches my wood floors with the slightest moveWhole thing is saran wrapped at pick up so you can't see any of these issues ahead of time Tried giving them an opportunity to cure, spoke to Alex who completely dropped the ballCrystal tried to pick up the pieces and mailed new pegs (after initially hanging up on me because she was frustrated [redacted] didn't take care of it)They offered a replacement unit but refused to deliverI offered an alternative -- refund $(of the $400) if they want me to keep the defective unit (sent pics)Had a "representative" for [redacted] the manager, call me who gave me her name, but when I asked for it again at the end of the call, ( [redacted] I think) she said she didn't have to give it to me (inept)She said [redacted] decided there was nothing wrong with the unit and they would do nothingAsked to speak with ***; no dice - "that's what his representative is for" (clown act)Asked the reason for the denial - told "well we at least called you to respond to your claim, we could've just not responded." Recap -- # [redacted] & [redacted] offer to replace unit (pick up only so I have to pay for another truck rental & hire help to carry home), #send replacement parts for broken/missing pieces, THEN #say nothing is wrong after $fix didn't shut me upRevdex.com consumers should be aware. 

Bought an item that came defectively assembled. Doors were not properly lined up so one hit the other as you open/close. And the other two were uneven (one lifted too high, other screwed low so it's uneven on its face). Can be remedied, right? Went to adjust the screws inside to fix it, but alas they are stripped so I'm stuck with the defect all because of some careless/skill-less assembler. Also had 2 broken plastic pegs, and 2 others were missing. So it scratches my wood floors with the slightest move. Whole thing is saran wrapped at pick up so you can't see any of these issues ahead of time.
Tried giving them an opportunity to cure, spoke to Alex who completely dropped the ball. Crystal tried to pick up the pieces and mailed 4 new pegs (after initially hanging up on me because she was frustrated [redacted] didn't take care of it). They offered a replacement unit but refused to deliver. I offered an alternative -- refund $150 (of the $400) if they want me to keep the defective unit (sent 16 pics). Had a "representative" for [redacted] the manager, call me who gave me her name, but when I asked for it again at the end of the call, ([redacted] I think) she said she didn't have to give it to me (inept). She said [redacted] decided there was nothing wrong with the unit and they would do nothing. Asked to speak with [redacted]; no dice - "that's what his representative is for" (clown act). Asked the reason for the denial - told "well we at least called you to respond to your claim, we could've just not responded."
Recap -- #1 [redacted] & [redacted] offer to replace unit (pick up only so I have to pay for another truck rental & hire help to carry home), #2 send replacement parts for broken/missing pieces, THEN #3 say nothing is wrong after $0.50 fix didn't shut me up. Revdex.com consumers should be aware. 

Review: Company delivered defective product. They've failed to exchange the product nor respond to my numerous phone calls.

I purchased a product from Urban Home on 5/26/14, SKU#: 111-136. The product was paid for in full and delivered to my residence on 5/28. The product was delivered defective. It had numerous dents, broken pieces, chipped shelves and a faulty ladder. It was also covered in dirt and animal excrement. Delivery was paid for in full, via check to delivery.

Immediately after inspecting the product I called Urban Home to report the situation. I was told to email photos of the product to the store and report my complaint, which I did. In the days that would pass Urban Home would fail to contact my regarding my report. I continued to call the store 4 times after my email.

Every phone call was meant with disconnect, avoidance, and sheer confusion. Every store agent REFUSED to let me speak to management to resolve my issue and follow-up with my product exchange. Each time I was met with an excuse or failure of management to address my request. I was promised returned phone calls, but NEVER once has the store called me to follow-up.

Till this day the store has yet to contact me by phone. After my four attempts to contact the store via phone, I still have not had my faulty product picked-up and exchanged. The defective product is still sitting in my house. Management has failed to contact me or let me speak with them directly. The failure of the company to rectify this mistake on their part is completely irresponsible, offensive, and abusive.Desired Settlement: I am seeking for my product to be replaced for a new one. I want to the correct product delivered without damages. I also would like to be refunded or reimbursed for the delivery fee and a portion of the product cost. This is unacceptable for a company to treat a customer this way. I would like to reimbursed or rewarded damages in the form of a product discount of 25%.

Review: Purchased a brand new couch from Urban Home in late November of 2014. Based on the layout of their stores (many in the Southern California region), I thought that I was getting a quality product. However, shortly after purchase, one of the couch legs collapsed. I discovered that the likely reason it collapsed is because the couch is made out of really low quality plywood, which is disappointing since I paid more than $500 for it. I have been trying for months to get a hold of someone to help with repairing the couch. When I finally did get through, they wanted me to deliver the couch back to the warehouse for them to make the repairs, which I find unacceptable given the quality control issues. That was two months ago. Since then, I can't get a hold of anyone. I have never had to complain to the Revdex.com before. However, this experience dealing with Urban Home has been a complete nightmare. I should be happy about my new couch. Instead, I feel like I have a huge pile of trash in my living room and fell helpless about it.Desired Settlement: I would desire one of two things to happen: 1. Urban Home picks up the couch from my home to make the repairs then deliver it back. They can pick up at any time convenient for them. 2. A full refund.

Review: Horrible Customer service. Ordered a set of dressers on a Tuesday over the phone and was told they would send me a confirmation email with the shipping information when they shipped out. I Never received the email so I called the store back later on in the week and then they sent me an email confirmation with a receipt. Then had to call the store again and the person I spoke to said that they didn't even have a shipping confirmation and she would call me when they did. Never heard back from her. Had to call them a 3rd time later on in the week and on Friday she said that it was picked up and whoever I spoke with on that day gave me a tracking number for American West. She said I can track my shipment and it should take 5 business days from Tuesday when they picked it up at Urban Home to contact me to schedule a delivery. I decide to call corporate to advise them how unhappy with the service I had been receiving. The woman at corporate said she is so sorry and she will put in a "claim" and her manager, who was out of town, will get back to me next week on Wednesday 8/26/15. Wednesday comes around and no phone call from corporate and no delivery information from American West. I track my package and there is no information on their website other than its still in "Route". I call back to corporate and there is no manager available and the woman I spoke with last week is unavailable, so I leave my name and number, of course no one calls me back. I call back again Thursday and the manager is in "meetings" all day and I leave a voicemail and the other woman "G[redacted]" is unavailable as well coincidently. They tell me that the manager is there until 7 pm so call back before then. I call back at 6:30 and the woman says the manager has left for the day and he leaves early sometimes and wont be in tomorrow (Friday). I have never experienced anything like this before in any business experience. Poor customer service and I'm to the point that I am ready to cancel my order with them.Desired Settlement: I just want my money returned.

Review: I APPLIED FOR CREDIT TODAY FOR CREDIT FOR URBAN HOME ( 3/3/2015) AND WAS APPRROVED FOR CREDIT FOR URBAN HOME , AFTER I WAS APPROVED AND MY CREDIT WAS RAN THROUGH, I WAS TOLD I NEEDED TO PAY A $50.00 CREDIT APP FEE . IF I WOULD OF KNOWN THAT BEFORE I HAD APPLIED FOR CREDIT WITH URBAN HOME , I WOULD HAVE NOT APPLIED FOR CREDIT WITH URBAN HOME . I AM REQUESTING A CREDIT BACK OF $50.00 CREDITED BACK TO MY CREDIT CARDDesired Settlement: REFUND MY $50.00 CREDIT APPLICATION FEE .

Review: Customer service issue, product issues, repair issues, refund issuesI bought a Griffin Charcoal couch from them in February and had problems with it from day 1. After four months of communicating with this company trying to get the couch repaired they finally did it. When it came back the couch was in worse shape then before the repair. I cant even sit on the damn thing. When I called customer services and tried to get a hold of the district manager who decides everything, he passed a message to me saying he did all he would do and basically that I can f[redacted] off. I have tried to get a hold of him for two months but he wont return any calls but instead sends messages through other employees. It is so surprising that such a company has such terrible customer service.So now I am off to the races, going to make sure everyone hears about how terrible this company is until I find the owners and discuss it with them. This district manager should not have that job because he doesnt know a thing about customer service. My only option at this point is to take this terrible company to small claims court over a $500 couch.Desired Settlement: Return of the couch and total purchase price and to end ties with this business.

Bought an item that came defectively assembled. Doors were not properly lined up so one hit the other as you open/close. And the other two were uneven (one lifted too high, other screwed low so it's uneven on its face). Can be remedied, right? Went to adjust the screws inside to fix it, but alas they are stripped so I'm stuck with the defect all because of some careless/skill-less assembler. Also had 2 broken plastic pegs, and 2 others were missing. So it scratches my wood floors with the slightest move. Whole thing is saran wrapped at pick up so you can't see any of these issues ahead of time.

Tried giving them an opportunity to cure, spoke to Alex who completely dropped the ball. Crystal tried to pick up the pieces and mailed 4 new pegs (after initially hanging up on me because she was frustrated [redacted] didn't take care of it). They offered a replacement unit but refused to deliver. I offered an alternative -- refund $150 (of the $400) if they want me to keep the defective unit (sent 16 pics). Had a "representative" for [redacted] the manager, call me who gave me her name, but when I asked for it again at the end of the call, ([redacted] I think) she said she didn't have to give it to me (inept). She said [redacted] decided there was nothing wrong with the unit and they would do nothing. Asked to speak with [redacted]; no dice - "that's what his representative is for" (clown act). Asked the reason for the denial - told "well we at least called you to respond to your claim, we could've just not responded."

Recap -- #1 [redacted] & [redacted] offer to replace unit (pick up only so I have to pay for another truck rental & hire help to carry home), #2 send replacement parts for broken/missing pieces, THEN #3 say nothing is wrong after $0.50 fix didn't shut me up. Revdex.com consumers should be aware.

Review: I have received 3 defective Sofas from Urban Home. When I complained about the 3rd defective one, Management is refusing to honor 90 Day Warranty.

Customer ID #: 1[redacted]4

I originally Purchased a "Devonshire Sofa & Chair on 02/13/2014. I have received 3 sets of defective furniture. Urban Home was great about exchanging the first 2 Defective Sofas and Chairs I received. The 3rd new Chair and Sofa was received on 05/02/2014. 2 Days later it was apparent that the Sofa (SO-2060-0051SF) was also defective, as the upholstery/cushion material was showing signs of defect. I contacted and emailed d customer service and emailed photos documenting the defects which can clearly be seen. After several weeks of not receiving any resolution, I was then told that "there is nothing more they can do" and the product will not be exchanged. There is a 90 day Warranty on their Sofas and Chairs and they are not fulfilling the warranty.

I am giving Urban Home one more chance to rectify this by sending an inspector over and exchanging the defective sofa for a new one if the inspector verifies the defect.

This has become very frustrating and would like to have this resolved.Desired Settlement: 1. Exchange of Defective/Damaged Item for new one

Review: I purchased the Cameo sectional couch from Urban home, a very beautiful couch, for $1499. Not cheap by all means. We had to rent a uhaul and pick it up from one of their stores. When we brought it back, we tried to connect the 2 pieces of the sectional together with the metal connectors they have on the bottom of the couch. We noticed that the metal connectors did not reach each other because a piece of wood on the frame extended past the main part of the couch. The only way we can get the couch to connect is if we saw off this little wooden piece. I called the Westlake Village store where we picked this couch up from and told them of the issue. She went to look at the same couch they had on the floor and said they have the same issue and they've just pushed the 2 pieces together without connecting it. She then called other stores and they said the same thing and that it was a "known" issue. The sales lady on the phone informed me to call Customer Service and file a claim. I called and spoke with Liz. Liz said she would open a claim and for me to send her pictures, which I did. I called a few weeks later to get resolution, they told me they would give me $50 credit to my card. I told them $50 for a defective couch that cost $1400 is not acceptable. They came back and told me the General Manager gave me 2 options. I can bring the couch back to the store so they can fix it or they can send someone to my house to fix it, but I had to pay. I told them this was not acceptable either. I'm not going to pay for a truck to bring the couch back and I'm not going to pay a person to fix it when it's their defective couch. They came back again and said their General manager said we can return the couch without the restocking fee but we would have to bring the couch ourselves. Again, not acceptable since we would have to pay $100 to get the couch there! We ended it at that. I did inform them that this is very dangerous to have a couch that doesn't connect. It definitely moves and I have 2 small children.Desired Settlement: 1. They should not be selling a defective couch. They should remove it from the floor until all inventory is corrected. This is dangerous and they could easily get a lawsuit. 2. If you are selling a defective couch, it should be noted to the customer and the couch should be heavily discounted. I want that discount applied to my account and not $50.

Review: On 12/3/2013 I ordered a living room suit consisting of 2 chairs and a sofa from a store called Urban Homes. On 12/5/2013 the set was delivered for a additional $129. About 2 weeks later I heard a pop in the right arm of the sofa as I was pushing myself up. It looked as if the arm support had broke. My wife had informed me that the other chairs had gathering creases in them as well. On 12/12/2013 I called Urban Homes and talked to a Tiffany to inform them about the damage, she said that she would open a claim, but they needed pictures of the damage. On 12/15/2013 I emailed pictures of the damage and waited to hear from Urban Homes. On 12/17/ 2013 I called Urban Homes to talk to Tiffany who was out so I talked to Liz. She said that she had no info on the claim and she would have Tiffany call me. A couple of days after not hearing from Tiffany I called Urban Homes again and finally talked to Tiffany. I saked what was happening with my claim, she informed me that my pictures hadn't been received. I assured her that they had been sent and resent the email. She had then said that she only received the verbiage not the pictures. I tried several more times to send the pictures but was unsuccessful until I sent them from another account. I had called again on that day 12/19/2013 to make sure they had the photos which they did and asked when they would be able to exchange the items. She said that it was up for the manager to review and would probably have a answer for me by the end of the day. I received no call or information on my case so on 12/23/2013 I again called Urban Homes and asked what was going on with my claim and was informed that it was still up for review, to which I told them that I wanted to return the set. They said that there would be a 20% restocking fee, I asked even on faulty goods, I was told yes. This here is the problem, I tried to resolve the issue in a timely manor and they failed to do so. At this time I just want all my monies back.Desired Settlement: A complete refund fo funds.

Review: I purchased two couches and two bookshelves directly from Urban Home's factory / distribution center in Oxnard on Sunday. The warehouse guys thought I had only purchased one of each, so that's all they pulled and loaded into my van, and then they said: "See, it fit!" I told them there was actually another one of each, and they said: "Oh, we thought it was just one. But you can't fit any more in your van anyway." So I left with just the one couch and one bookshelf.The bookshelf was smaller than advertised on the website - there is a lip all around the front that makes it almost 2" narrower than advertised and useless to me since my stereo won't fit. The couch is uncomfortable and badly made, so I returned both the next day in the same packaging and condition that I had picked them up in. The bookshelf hadn't even been unwrapped since I could see it would be too small.Urban Home charged me a 20% restocking fee on the entire purchase, which is close to $300. I complained that one of the couches and bookshelves was never even pulled out or set aside since the warehouse didn't think I had bought it, so how could there be a restocking fee on that? And even charging almost $150 for the first couch and bookshelf was unfair since I picked them and returned them in the same sellable condition.I asked to speak to a manager and was told he was out that day, but the sales woman spoke to him via phone and said she filed a complaint on my behalf. I called today and again asked to speak to a manager and they told me there was no manager to speak to, but after a long period on hold, I was told that there was nothing further I can do and that the 20% full restocking fee would stand. I am now disputing this with my credit card. This is a terrible way to do business.Desired Settlement: Urban Home should refund the missing balance to my credit card. At a minimum they should return the restocking fee for the two items that I never picked up, and really they should return the whole fee.

Review: Valid contract was formed on March 16, 2014. Seller delivered non conforming goods. Seller refused to deliver conforming goods or issue full refund.

On March 16, 2014, Plaintiffs purchased a Sofa and a Love Seat from

Defendant, Urban Home Sherman Oaks branch. Plaintiffs paid a total of

$760.82 via a Visa credit card.

On March 18, 2014, Defendant delivered the sofa and the love seat.

Defendant's agents were Rudy Rico and "Jose" from Urbina Deliveries.

The merchandize delivered were defective. Plaintiffs refused

delivery. Plaintiffs telephone the Sherman Oaks office to reject the

defective goods and demanded re-delivery. Plaintiffs spoke with [redacted]tina, [redacted], and Mariana. Defendant

refused to take back the items. Instead, they asked for time to cure the defect and left the defective

goods at Plaintiff's apartment. Plaintiffs paid the delivery fee of $169.00 via check number 114 (Please

see exhibit "A".) Defendant/Delivery personnel provided plaintiffs with an Items Delivered

invoice. Plaintiff Gelareh Fassazadeh reviewed the invoice and noted the damages. Further, plaintiff

indicated on the invoice goods will be rejected if received defective during the second delivery. Rudy

Rico initialed the invoice. (Please see exhibit "B"). Rudy Rico acknowledged goods will be rejected if

received damaged during the second delivery and delivery fee will be returned in full.

On March 29, 2014, Rudy Rico re-delivered the replacement goods. The sofa and the love seat re-delivered

were one again damaged. Plaintiffs contacted the Sherman Oaks store and spoke with the store manager

"[redacted]." Plaintiffs asked for the return of the entire purchase price and

the delivery fee of $169.00. [redacted] did not grant Plaintiffs' requests and stated the general manager,

Nicholas Martin, did not agree to return the delivery fee which was already cashed. Plaintiffs rejected

the defective merchandise delivered for the second time. (Please see exhibit "C" for

photographs of defective merchandize. Plaintiffs went to the Sherman Oaks branch on March 29, 2014 to

demand re-delivery of undamaged items. The store personnel indicated all goods will be damaged and that

they are unable to deliver the goods anymore. Plaintiffs asked for the entire purchase price and the

delivery fee. Defendant refused to reimburse. Plaintiffs wrote to Defendants demanding return of the

purchase price and the delivery fee due to their anticipatory repudiation on March 31, 2014. Plaintiffs

have not received a response. The money has not been reimbursed. Plaintiffs seek monetary damages.Desired Settlement: Buyers seek full refund of the purchase price of $760.82 and full refund of the delivery fee of $169 and $2000 in costs associated with finding a replacement of similar item (total of $2,929.82).

Review: I bought a La Croix Lounge, it took me a while to return it, but I did go to the store in November of 2013, to let them know that my lounger and ripped and they told me that I could bring it and get a credit for it, because they told me they don't give refunds and after so many days. I also had told them that I cold not take it back due to bad Weather contions and they said ok. they told me people that return their mechadise that they usuially will cover it and take care of it and I replied "Why would I wrap this item if it was already damaged" I also took pictures of the item as they did and sent her the pictures and she staight out said "NO" very rudely and the very young ladies there were so unprofessional by asking my husband what he was doing there? While I was in the Ladies Room. I also told them this was the second time this had happened and the rips are on the top of your head. I have no young children to be jumping on them nor anyone sits on it. I went back on 6-7-2014, and took back the La Croix Lounge and the told me that it had 1 extra rip and I told them, that I just didn't notice that one and that it had paint on it. I was speaking with Sami and Jessica and they just kept on looking at each other and they called the Manager and then I spoke to her and they said I needed to speak with Niko, the Owner and he still till today 6-10-214, has not called me back. His staff person called me that same day within an one hour had left me a message to come and pick up my old merchandise. They were not being very helpful with me kept on whispering, which I thought was very disrectful.

Product_Or_Service: La Crouix LoungeDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would just like to get credit towards something else, I totally understand that I can't get my money back after so, long but I did mention that I work full time and have my son who has Mental Issues.