This business is not BBB accredited.

Home Cinema Center, LLC.

Phone: (877) 327-0056 14800 Hull Street Rd, Chesterfield, VA 23832 http://www.homecinemacenter.com/ ! There is an alert on Home Cinema Center, LLC. !


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Description

Online business that offers furniture, home accessories, audio/video equipment, electronics and other products. The company ships to locations throughout the United States and Canada.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Home Cinema Center, LLC. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 44 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

44 complaints closed with BBB in last 3 years | 18 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 2
Delivery Issues 7
Guarantee/Warranty Issues 2
Problems with Product/Service 28
Total Closed Complaints 44

Additional Complaint Information

BBB has received a pattern of customer complaints alleging service issues. Complaints allege consumers receive furniture damaged upon delivery.

The company has provided BBB with the following information:

Several changes have been made to this section of the site regarding policy procedures: http://www.homecinemacenter.com/help_answer.asp?ID=21#137#137.

On July 7, 2014 BBB reached out to the business to notify them that the pattern regarding furniture arriving damaged upon arrival has not been eliminated. In addition, BBB files indicate that this business has a pattern of complaints concerning issues with a delay in shipment and concerns with rude customer service.

The business provided the following comments:

1. We are using a call center and automated phone system.

2. We are working with manufacturers and carriers to improve inspections and packing standards.

3. We have a new tracking system which provide updates to shipments every couple hours. Customers must log in to the company website to receive updated tracking information.

Customer Reviews Summary Read customer reviews

9 Customer Reviews on Home Cinema Center, LLC.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 1
Negative Experience 5
Total Customer Reviews 9

Additional Information

BBB file opened: May 21, 2009 Business started: 01/01/2004 Business incorporated 01/29/2007 in VA
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Marc Burnetter, President Mrs. Anna Kozlowska, Vice President of Customer Service
Contact Information
Principal: Mr. Marc Burnetter, President
Principal: Mrs. Anna Kozlowska, Vice President of Customer Service
Business Category

Home Theater Internet Shopping Furniture - Retail

Products & Services

Home Cinema Center, LLC. sells the following brand(s): Acme, Coaster, Crownmark, Homey Design, Hooker, Panasonic, Parker House, Samsung, Sony

Method(s) of Payment
Mastercard, Visa, Discover, American Express, Paypal, Google Checkout, Money Order, Cashiers Check
Refund and Exchange Policy
Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, you won't be stuck with an item you cannot use or that you do not want. We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 7 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs. Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. In addition most of our items carry a 20% restocking fee which will be deducted from your refund should you wish to make a return. Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy,where round trip shipping costs will be deducted from your refund.
Service Area
USA & Canada
Industry Tips
Internet Shopping Tips Mail or Telephone Order Merchandise Trade Regulation Rule

Customer Review Rating plus BBB Rating Summary

Home Cinema Center, LLC. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    14800 Hull Street Rd

    Chesterfield, VA 23832 (877) 327-0056

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Early in June, on line, I ordered a recliner, and received an email confirming that it was shipped 8 Jun 2015. It -- I have been told by the tracking company -- was lost in shipping; having gotten only as far as Nashville. Home Cinemax Center just gives me the run-around putting the responsibility on me to press the shipping company instead of resolving the matter themselves'. I have called these phone numbers trying to get the lost recliner replaced with no success: ************* ************* ************* ************. I've also sent emails. I am handicapped, a WWII vet,, who must sleeps in a recliner. I need this recliner replaced and soon!

Desired Settlement: Delivery of replacement pronto.

Consumer Response:

After filling a complaint (********) with you, the company immediately notified me that they located my recliner.  It was sitting on the dock in Los Angeles.  Today it was delivered.  Thank you so much for getting them to get serious about locating where the recliner was.
******

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a recliner from home cinema center on 2/9/2015 3/3/2015 I observed several things wrong with it you can not sit in it in a normal way it automaticaly goes all the way back as if it has been reclined,the reclining lever sticks I worked with it a few times until it worked wich resulted in me falling back several times with the chair when it works and you are reclined it takes any minimal movement to fall back and end up on the floor again I contacted them several times after wich I was given a rediculous response they told me my problem is that at 6 foot tall i am to tall for the recliner wich was made to accomodate at most people maybe 5'8 at no time was I made aware there is a hight limit wich does not explain the other issues with the chair Icontinued to try to resolve the issue with them and was told they would not be doing anything for me Since they would not help me and stopped answering my emails I contacted the manufacturer ******* ********* I was told they have a very close relationship with HCC and because of this I have to go through HCC and they have to deal with my issues and initiate any warranty related issues Icontacted HCC again with this information and emailed them several more times with no answer Therefore I had to contact ******* ********* to let them know HCC Would not answer me a representative of j. furniture emailed home cinema center several times telling them to please address my problems and cc'd the email to me so I could see what she sent them HCC continued to ignore me so now four months with no resolution or help I let ** ********* know HCC is still ignoring me so Iwould be contacting the BBB after this I finally heard from HCC they sent an email telling me I have to pay for the recliner to be shipped back to them and have 9 days for them to recive tracking information shipping costs as much as chair I asked if I would be reimbused two days later still being ignored called HCC wont talk to me they said email them

Desired Settlement: I would like a refund and them to pay for the chair to be shipped back to them

Business Response: Customer received chair several months ago.  Customer state an issue back and provide photos of the box.  We instructed customer on several occasions to provide detailed photos of actual product, description and/or video.  This was requested 1st and 2nd week in March.  They refused to provide any detail.  2 weeks ago they requested return.  Customer does not have issue with chair, they simply do not like it.  While this is well outside of our return window, we have instructed customer to return chair (at their expense) to us for refund.  They have refused to do ship chair. This claim has been closed.

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *******


I have tried for months to resolve this issue with the recliner I purshased, both home cinema center and ******* ********* have been told I like the recliner and only ask for one that works. Now they respond by claiming I was not coaporating and simply dont like the recliner. This is rediculos I just want my money back now and I am not willing to spend almost as much as the recliner cost to send it back at my loss. They are responsible for the quality of their products and ******* ********* should not have had to force them to respond to me.

5/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on 4-10 I ordered a living room set with tables he which total is over $3500.00 dollars. a few days later I receive an e-mail from them stating that part of my purchase was on back order.at no time did I receive any information about what was on back order I have yet to get any information on the what is on back order if the tables are then why not send the furniture, and send the tables later they claim to be the largest company, and that they fill their orders quickly they say that they keep stock on hand I was told that my back order will be shipped on about the 15th of may then their is another two or more weeks before it is delivered so you're talking almost two months to wait on something that should have been in stock. when I called them to get information about my order the person was very rude he told me that some one would be sending me an e-mail. by the way he was talking to me I asked him if he was mad about something I just want to know why or when I would be getting my stuff which is already paid for now I can't even get a response from them I also received a e-mail this morning with my order as received which has not this matter needs to be resolved. if they want to give people the run around the they should just not do business with any one just for a sale merchandise that are not available should not be advertised that way people already know .

Desired Settlement: some one needs to call me and let me know where my order is let me know the closest date of delivery

Business Response: This is a special order item which ha a lead time of 4-6 weeks.  Customer was told this 5x by phone and 4x by email.  They were not able to comprehend this unfortunately.  Consequently order was canceled and customer account closed. 

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******
they lied and they never said that the merchandise was special order
because I will not ever wait 2 months for any furniture too much out there


5/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a ****** ***** *** ****** *** on April 25 from this company. I then called and cancelled the order the following morning for all but the hutch. The man on the phone said no problem. The next day I saw duplicate pending charges for the total for all pieces pending on my charge card. I called and questioned that I only would receive the hutch and wanted an email to confirm the man on the line said no, there would be an email confirmation when the hutch shipped. I said I wanted confirmation by email now to ensure that the other items would not ship. He told me to stop making trouble and hung up. I immediately called my credit card and they are monitoring the pending duplicate charges. When I called back later requesting the same info by email he said he would cancel the order entirely and hung up. I still have duplicate charges pending. I called and left several messages requesting credits and that I would review the business online and turn to you for help. No response. I also have sent emails and still no replies. Today I called from a different phone and magically he answered after I told him todo the credits and that there would be no payment from my credit card company he hung up never saying a word. All I want is to ensure no shipment is made because I will not accept and that the charges are reversed. I would ask for an apology for being the most rude customer service I have ever encountered but I know that is not an option for such a dishonest business.

Desired Settlement: Credit the duplicate charges on my credit card A letter stating it was done and that no unauthorized shipments will be made

Business Response: Customer made several errors when ordering.  They continued to call to make corrections to order.  We continued to make all changes.  Customer then proceed to call in to make certain chages were made.  This is normally not a problem.  However when customer call 9x to make certain changes were made we told her it was in both parties best interest to cancel and re-order when she was certain what she wanted.  Order canceled. 

HCC

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

*** ******


As all has been credited back I accept the offer.  I knew an apology for rudeness and ineptitude would not come from such an ignorant person.  I called so many times because they would not confirm the change and put duplicate charges on my account. And why count the ones where you just hung up on me?  There is no justification for a bad business attitude

4/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 8 feb 2015,based upon a bbb a rating and advertising shipping wihtin 7 days,we made a furniture order[#*****).we then noticed they immediately charged our credit card.To this date we have received no communication from this business whatsoever.no mail,no email,no phone calls ,no letters and no furniture. we have checked the status online and have called their call center to no avail.the person at the call center could not provide any usefull information whatsoever.our shipping date has changed from21 mar to the end of mar to 5 apr and now to 15 may.It would appear to me to be a bogus business with no customer service whatsoever with poor business practices.Most reputable businesses don,t charge until the product is delivered.how can they possibly have an a rating.at this point we got rid of our old furniture in false anticipation of delivery and are sitting on lawn chairs in our living room with company arriving in 2 weeks.To say we are angry is an understatement especially after doing more research on the multiple complaints.will we get our furniture or will this farce of a business be allowed to continue???

Desired Settlement: expedite delivery of our order which is long overdue,and a definite downgrade of their bbb rating

Business Response: Customer has been well informed this is a special order item which is on backorder thru the manufacturer.  Accounts are updated every 12hrs and customer may view updated status anytime.  Customer paid thru paypal and may lodge a compliant with paypal over how they bill customers.  This order will ship as stated on 5/15.

Thanks,
HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** *****




3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon arrival there was damage to the outside packaging of my product that was noted with the delivery man. I took my product inside and unboxed the base of my new table. The color says walnut on the side of the box thats not what I ordered. I ordered an espresso table according to the website the table I have received in Walnut does not match the picture advertised. I contacted the service email provided as directed when I called. Response was the table only comes in one finish that it's walnut wood with espresso finish and case was closed. I then started to Inspect the product and found damage on that same piece. I sent them several emails with pictures included and called several times to try to get the issue handled and nothing. I left voicemais and received no return call. My phone number instead is blocked. It goes straight to voicemail. left with no choice I finally decided a couple days later to unbox the rest and put it together as we have no place to eat because we have boxes in our dining room instead of a table because we didn't want to go any further already being so unhappy with the product we ordered. When we weren't getting a reply we were not sure what to do so we were going to assemble the table and found we are missing parts and the wood on the under side of one of the seat cushions is so badly split that anyone with a little weight sat on it..it would probably snap right away. We tried to contact the company again this morning after finding all this last night.I emailed last night before going to bed. I called blocked this morning and received a different recording. I then told my husband to call blocked he got through. The man that answered insisted on us emailing and my husband told him we have several times. while my husband tried to explain the man proceeded to hang up on him. I am now contacting the BBB in hopes to get this issue resolved as I have a damaged table that does not appear the same as advertised and is missing hardware.

Desired Settlement: I would like a full refund including shipping costs. I am very unhappy with the damaged product and the fact that the color is not advertised correctly. If this is not possible I would at least like an even exchange for a whole new table.

Business Response: Customer has received many emails from our service department.  Color of table is Espresso in a walnut wood.  Customer is upset color does not match their existing furniture, which we do not offer any guarantees of.  Customer has stated they are missing several bolts and 1 chair cushion is defective.  This parts replacement has been put on order thru manufacturer last week.

Thanks,
****
HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *******




3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ****** Heat/Massage Rocker Recliner (*********)Md.#**********.On 12/23/2014,it has a 1 year warranty for repair,Ive tried numerous call,s messages e-mails to this company with no response.Ive been asked by a represenative named **** also ******* ***** with no call back or e-mails

Desired Settlement: All I need is for them to contact my local repair service and have it fixed before it has to be replaced,the material and mechanism is worn out and down needs repair asap

Business Response: Customer did not purchase service warranty with order.  They have been emailed 3x in regards to this.  Manufacturer warranty covers parts only. They will need to send list of parts they require (if any).

Thanks,
*******

Business Response: Consumer has bee responded to several times..

Please note the warranty thru Home Cinema Center does not
cover service, parts only are covered in your area.  You will need to source a
furniture repair tech.  Once the tech has reviewed your furniture, please
let us know what parts are required, and this will be mailed to you at no
charge.

 

Furniture medic in your area:

********* ***** ** ***

Buckley, WA ? 3.3 mi SW

***** ******** ? · ***********************

 

Thanks,

****
Home Cinema Center

www.HomeCinemaCenter.com


Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ********




3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a media center and per their policy: Fully inspect your merchandise within 48hrs. If a problem is found, you must take a picture of the noted problem and send a complete description of problem to **************************** . We will not be able to process your request without this. We will respond to you within 48hrs via email, that your claim has been received and is in process. This claim will be sent to the manufacturer to determine the best way to remedy the issue you are having. Replacement parts or complete replacement merchandise will be sent to you normally with 10 business days once you have started the process. If replacement merchandise is issued, the defective items will need to be repackaged in the original boxes and prepared for shipping or donated to a local charity. This is at the sole discretion of the manufacturer. I recieved a confirmation email with a different policy AFTER the order had been made: Upon Delivery: DO NOT REFUSE THE SHIPMENT! Be sure to inspect your package prior to signing for the delivery. If a package arrives that appears to be even slightly damaged (wrinkles in box, holes, indentations, missing pieces or even tears) note {PRODUCT DAMAGED} on the delivery receipt. Note: By signing the delivery receipt without inspection you are indicating that you have received all products and that they have been received in good condition. Please review our shipping policies: http://www.homecinemacenter.com/help_answer.asp?ID=21#137 Without noting damage we will assist you with processing a claim but will not guarantee any replacement product(s). If you are unable to inspect you will need to write 'box damaged' before signing. The furniture arrived with NO visiable damage to the shipping containers; however after opening the last carton the piece was heavily coated in dust, it was cracked and shelving is out of level. I reported the same with photographs and was offered 2 options $55 for my trouble or a techincian to reapir it .

Desired Settlement: Replace the damage piece

Business Response: Tech has been scheduled to touch up furniture.  This takes 1-3 weeks to schedule and assign.

HCC

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this company on December 3, 2014 (order#*****), when I placed the order I was under the impression that the delivery estimate would be accurate, it stated 10 to 14 days. After waiting much longer than that, and having to contact the company to get any information, on January 23, I finally was getting my order delivered. The delivery company*** ** ********* when the driver arrived he brought the shipment into my garage, after opening the box, prior to letting the driver leave and accepting the delivery, I opened the box, it was not the correct order at all. So I then refused delivery. I contacted Home Cinema's right then and there before the driver even left with the delivery. They were less than helpful. I then had to call daily to get any information at all, finally after another week went bye, I was finally told and the order had been re-placed and I should hear something in another 10 to 14 Business days, of course I wasn't happy seeing as the issue was their mistake and I had already waited longer than I was originally informed of, but I then waited to get a new shipping date.. well hearing nothing from the company again.. I again began calling getting nothing. Today, I called again and spoke to someone and was told the order was set for delivery, I stated how is that possible.. I haven't received any calls from the shipper... and then was given the run around. I then asked to speak to a manager in charge.. first I was told I would be on hold for 15 to 30 minutes.. I stated, I will hold. I was then placed on hold and within about 5 minutes was, I'm sure deliberately, disconnected. I have been calling them back for two hours now and all calls go to their voice mail!! Since at this point I have gotten no where with this company for months now and am completely disgusted, I have contacted my credit card company to prevent Home Cinemas from putting any charges to my card and sent Home Cinemas an email to cancel this order.

Desired Settlement: I would like to see this company put out of Business!! There is not one thing they do responsibly. there shipping delivery estimates are completely false, I was informed 10 to 14 days... after 7 days the item went to backorder!!! Then after trying to deliver an item I didn't even order... they state they placed a new order and it would take another 10 to 14 days.. really how dumb do they think I am. Their customer service is basically non-existent, they never initiate communication with you and when you try to engage them they give you false information, hang up you, don't return emails or voice mails. THEY ARE HORRID!!!

Business Response: Customer received wrong item.  Customer was refunded for transaction immediately.  They attempted calling during non working hours.  All customer emails were answered in timely fashion.

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied with their response, it is complete lies!  No one ever contacted me at all from this company.  I had to call several dozens of times and every time I was told I would get a call back ... the return call never came.   Before I even placed the order, I checked the BBB rating, at that time it was an A+, so I placed the order, The issue's started right away... I was told the item was available for shipping.  As soon as the order went through, by the next day the item went to back order with no date. I called several times to try to get an ETA with no luck for approximately 2 weeks...  which was inaccurate at best!  Then finally after almost two months I received an order.. which wasn't the correct piece of furniture.  I called several times that day and never ever once, received a return call with status as I was told!
Then finally after another week or so after calling several times again I was told a new order was placed.. however was given no new order number or information!

Finally after more than two months.. I made another phone call for status, and again told the order should be in ... but absolutely no specifics.  The person was so rude and by this time I was so disgusted, I decided I wanted to talk with someone in charge.  I was put on hold and after about 5 minutes was purposely disconnected I am sure.  Upon trying to call back again for several hours, all I received was the companies voice mail box.  I then sent an email to cancel my order and wiped everything from my account for their site.  It still took the company 48 hours to even respond to my email.  In the mean time I had to contact my credit card company to be assured they could not charge me for anything seeing as I never received anything!!  Except for grief!! 

I suppose you can close this complaint however, I hope this company gets reported somewhere as a complete SCAM!!!!!

Regards,

******* ******




2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a nice cream furniture bench with dark brown rattan wicker baskets contained in it for around 500 dollars. The bench itself came with dents, scratches, and splintered wood throughout it, which i was just going to live with, but then the baskets, are completely different then the picture! They are atrocious looking with the cream color, if I knew it looked even remotely similar to that, I would have never purchased the product, let alone spent 500 dollars on it, etc. I spent hours taking pictures, and emailing them to Home Cinema Center just for them to tell me they couldn't read any of it. I then had to get someone to help me configure the pictures to their computer format, then they told me it was fine! From then on, they never answered me. I've been calling and emailing. I just called again, and the man told me to email, when I explained the situation and how I have emailed many times without a response, he said they have never not responded to an email (accusing me of lying???? why would i want to waste my time????) I explained again very sweetly and nicely that I honestly never got a response in weeks and he …….told me to email. Today, my boyfriend attempted to call Home Cinema Center and was met with the same non-customer service oriented reply. What he encountered is as follow: The male employee who answered the phone would not let my me speak to a manager or supervisor, only to tell me that I would have to wait at least 48 hours to speak to a manager because they are "tied up". I attempted to state I needed to speak to a manager now and that I would wait, but was hung up on. I called back only to have the call sent immediately to a voice mail system. When I attempted to call back a third time on a different phone, the employee did pick up only to state once again there was no manager or supervisor to speak to and once again hung up. They obviously screened my phone number and would not help with a customer's request. My email is **************** and contact ************ if further questions are needed. I'm fed up and do not deserve such treatment. I've never been treated like such a liar from a company as this one, not even close, ever.

Desired Settlement: I'm not asking for a refund or to send it back because it took me hours to unpack it, however I am willing to give them these baskets back in exchange for the one's in the picture that I ordered. A discount on the item would also be greatly appreciated given that it's completely damaged, not what i ordered, and for all the pain and trouble that they've put me through when I've been nothing but nice, sweet, and sincere. Rudest people I've ever encountered in a company, extremely uncaring.

Business Response: This claim has been examined by our staff and ******* *********.  Product is advertised accurately.  There is no damage or defect to product.  Customer simply oes not like the product.  Claim has been closed.  Customer may return product by requesting *** pursuant to our standard returns policy.  This information has been relayed to customer on 3 separate occasions.  They refuse to comply with return. 

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******** *******


We are not looking to send the whole product back as it is a large and heavy piece. A discount would be a nice outcome in regards to the deteriorated state the product came in as well as the drawers being different color then what was advertised. We hope to hear from you soon, thanks.

2/3/2015 Delivery Issues | Complaint Details Unavailable
1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was having trouble with tracking an order that was confirmed shipped. The shipping company insisted that the item was not in their possession and suggested calling the company I purchased the chair from. I was told to give it another day because they are busy. I called back 3 days later, gave my order number and was told that someone would contact me by the end of the day. No one did. I called the shipping company they still did not have the item. I called HCC and was told someone would call me back regarding my order within 2 hours. No one called. I continued to call and was sent to a voicemail. I left a message regarding the problem and lack of response. I was emailed that the order had a problem with a distributor and that it will now be delivered the week of December 29th. The original email, on 12/9/14 stated that I should expect delivery within 4-8 business days. This delivery date, being after Christmas, was not acceptable and I inquired about canceling the order (through email). I was told there would be restocking fees and shipping fee. I called the customer service again and was belittled by the representative who was trying to cancel my order and assess fees despite the fact I was not agreeing to it. I said I do not want the order cancelled unless the fees are not assessed. I made that very clear. I requested to speak with someone less hostile and a manager and was told no one was available before he hung up on me. Last contact was via email, I was informed that my order has been cancelled and I am being assessed the restocking fee of over $120. I did not authorize the cancellation. There has been no further correspondence. I am being charged for a cancellation that I did not consent to or authorize. Additionally, this has been the worst and most hostile customer service I have ever experienced.

Desired Settlement: I need all charges rescinded.

Business Response: Customer was well aware when placing order it would not arrive until after christmas. After order shipped, customer called extremely agiated and vulgar stating if shipment would not arrive before chritmas they would refuse it.  Customer was well aware of cancelation policy.  Order was canceled and refunded.  We waived all shipping charges as a courtesy, but did not waive 20% restocking fee.


HCC 

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There are multiple issuse that need to be addressed, the first being most important to me; custumer service. The way in which this business/employees have talked down to me puts me in a postion, where I can only consider that they looked upon me as trash. I hate to use hard or harsh words, but this is the way they truely communicated with me (tone of voice and words). I'm praying that my cultural heritage and ethnicty is not playing a part in this company continuoues disreguard for my concerns about my delayed product, which I have already paid for in full. I can not understand but do know that some people may take offense to custumers that ask questions, but as a single woman, I do not have the resouces or knowledge to understand the complexity which goes into recieving furniture that has been delayed several times, where as I've always dealted with business that where proficient with delevery and customer service; so in order to understand I ask those meaningful question. That being said I want to next point out my over all experience with this company/employees. On October 19, 2014 , I order two items off of the Home Cinema Center website. I ordered ************ ***** **** ******** in grey upholstery by ******* and (********) ***** * Piece black leather sectional by ******** *****. I recieved a email with a conformation order number of #*****, at 09:21am. On October 21, 2014 I recieved a email asking me to access the link below in that email. The link redirected me to the website where it told me that my order had partially shipped( ***** **** ********) and that my sectional was on back order until October 30, 2014. I contacted Home Cinema Center and was told sometimes orders do not come in as planned but my sectional would be arriving on, October 30,2014, and that I would be recieving a email for such. When November 2, 2014 came I contatced Home Cinema Center once again and was notified that my Sectional was on back order until November 26,2014. I expressed my concerns by telling them this is bad customer service and I was very diappointed, because if an item is not available the customer should be made aware, of such, and it should be up to the customer if they want to wait or not, not just forced to wait, after already paying in full. I then recieved a email from a ***** at Home Cinema Center on November 5. 2014. ***** , stated " The sectional you have orders is on backorder until 11/27. We do have this other product available now. It nearly identical and has the same price. Please advise if you would like to change your order". On November 6, 2014, I contacted Home Cinema Center and verified that I would take the sectional they had available (a ****** * piece, black leather sectional) instead. On November 10, 2014, I called Home Cinema Center to make sure my order had shipped out because I did not recieve an email. I spoke with a man name **** ( if thats even his real name). **** was very nasty, rude, an expressed poor customer service. **** belittled me by cutting me off while I was talking, acting as if he can careless about my frustation all while making me aware that the sectional, ***** told me was available indeed was not and I had to wait until next week or the week after for it to come in. I told **** that, that was very unacceptable and that I was told that the second sectional I selected, was available via email from *****. I ask to speak to a Supervisor and **** said he was one, then he hung up on me and when I called back. Answered the phone not with a hello but was very condescending and mean as if he knew it was me. I ask for the Supervisor once again, and **** said you have two options wait for the furniture or cancel your order and recieve partial payment. I replyed partial payment, he stated yes. I said **** can I please speak to a Supervisor. I was hung up on again and everytime after that I called, until **** to pushing me into the stores mailbox the phone would just ring once the the answering machine would come in , then something strange started to happen. I would call Home Cinema Center **** number and I would get a propmt stating I'm sorry the number you are calling can not be reached from your calling area. I've been calling this that number for almost a month and all at once , my calling go straight to voice mail where I have to say my name first before i get get transferred and when I do it goes straight into the answering machine of the business. then i get the weird caller can not be reached from you calling area. While all this is happen I emailed ***** telling her what i had been expreincing from ****, how I was appelled and wanted to speak to a supervisor, how **** blocked me from calling the store by having my phone go directly in to an answering machine where I had to say my name, wait for the call to be foreward. how she told me that the sectional was available and its not . ***** replied to my email ' The Manufacturer unfortunatly did not provide accurate inventory information information on the substitute. This is due to a national port strike which has effected ship dates for many items. Regardless accurate information was provided on todays call. You may continue and wait for the substitute sectional, due in now around 11/14 or cancel your order and recieve partial refunf for unshipped item. This company expresses a disreguard for me as a costumer I have never felt so low in dealing with a merchant.

Desired Settlement: I would like a full refund and an Apology letter from **** and ***** for there horrible customer service!

Business Response: This customer placed an order for a backordered product.  Her account was updated with an available ship date and updated 2x daily.  Due to port strike in CA order was delayed 1 additional week.  This was explained to customer 3x by phone and thru multiple emails.  Customer was given option to wait 5 additional days or cancel order.  Customer became hostile with sales staff and proceeded to call in a manic behavior demanding order now.  After 26 calls and speaking to several sales staff her phone was blocked, order canceled, and account banned from site. 

Unfortunately customer further went on to leave slanderous and discriminatory remarks on several external sites.  We take this extremely seriously, and as such our attorney will be reaching out shortly to rectify this situation. 

Thankyou for alerting us of this issue

********
HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[
 I understand that there was a strike. What I do not understand is being blocked from speaking to a Supervisor. My reason for wanting to talk with a Supervisor( which is well in my rights!) was one, a very rude employee who started to hung up on me repeatedly after I asked for a Supervisor two, my order date being change continously with out me being made aware of it, until after a called, and three the fact that I recieved an email stating that a very similar, almost identical sectional was available and in stock (IN STOCK). Because of these things I change my order only to find out six days later, that this company falsified a statement in a email then retracted it only when I called to inquire about the shipment. As for me calling i was allowed to call four times after the employee John keep hanging up on me for asking for a Supervisor, it wasnt until the fifth time I called I told him I was contacting the BBB. Since this company speak of Ill manners and rudeness from me and how disreapectful I was. Please have them foreward all this Alleged imformation to the BBB , the call log the, recorded line, the emails. It will prove that not only will this company falsify shipping orders and dates, it will also go to great lengths to protect there employee's even when they express extreme rudeness and unjust treatment to a customer. Its not only absurd but its outlandish and very disrespectful, that this company would accuse me of writing a rasict( ALLEGED) statement on an external site. I was told by the employee's at this company on several occasions that a lot of customers odered this product , so I can imaging just how many more customers was show a disreguard as a valued customer. I asked for the return of my money. It was done because after HCC customer service, unable to speak with a supervisor, and my calls being blocked, I feared if I keep my ordered, that I would get a furniture set and it would be defected. All I ask for was to be treated fairly, I am a very educated woman, with morals and standard, HCC know that I did not do all of these thing yet they go the furthest extreme to make me out to be a rudely customer. I do not want anything further from the company. I have my money back and I will no longer allow this company to belittle me in this manner. I will never again Patronize this business in my life!!!!!!!! The threat of a lawyer was the lowest disrespect for me, all I wanted was an apology from that very rude employee and company. But now I just want to forget this whole experience

Regards,

****** ******


10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture may 7, 2013. Part of the contract was an extended warranty that was for three years. We started having problems in May of 2014 and they will not respond to issues. We were in a serious auto accident and as the result mayo has implanted a stimulator with wires and batteries. The wood has come through and is hitting us where this is located. This is causing severe pain. I have sent numerous photos, sent numerous emails and called many times. The owner mark is rude and abrasive. When I ask to speak to the warranty people he hangs up on me. My calls are not returned. We are senior citizens on a limited income and we are being exploited by paying for an item and not receiving service. We spent $1825.38. Please we are desperate .

Desired Settlement: Replace or full refun

Business Response: This customer has already been contacted.  Customer was expectng service in her area within 24hrs.  This is not possible and all service requests are placed in a que and worked in timely fashion.

Thanks.

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******



They are not being honest.  This was not a 24 hour request. This complaint is from June.  I contacted BBB because they refused to respond and I do not want this to continue for another three weeks. By not giving you correct information they have again made me doubt honesty. I will be glad to copy you on all prior correspondence. 
****** ****** 

Business Response: Warranty requests are dealt with as soon as consumers are able to cooperate with our requests for information.  Consumer has provided the necessary information, and warranty request is in process.


HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******



Their response does not resolve problem. As I mentioned they received all required information in august and nothing has been done. No dates, no times, nothing.  At this point we feel they should replace or refund. We have been in their que way to long. 
*** *** ***** ******

Business Response: This request has been escelated to the service techs we have in this area.  We will advise shortly.

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******


What does shortly mean? I see nothing different from original response. Who is the company?  Give me the name of contact person, name of company and phone number. When specific dates and contacts are made then we have a concrete dialog.

Business Response:

BBB called the business and spoke with ****. He said that a vendor has now been found and that the customer now needs to wait until that vendor is able to assist them they have been told that the wait could be 2 to 3 weeks. The business is not comfortable providing the name of the vendor that will be servicing this customer but since they have found a vendor a refund will not be provided to the customer.

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******


I know who the vendor is because HCC emailed me all his information and I called same vendor. That is why I know how long it will take.  I would strongly suggest mark read his own or his representatives emails. The vendor stated he would come or send someone who would be in my neighborhood Monday or Tuesday.. I gave him all my contact information and I never heard from him.  He was licensed and bonded and if he could have fixed chairs it may have worked out. Why in the world would HCC refuse to supply name of vendor if it was another vendor.  Whoever comes to my home to perform a service must be licensed and bonded. 

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I found a ***** hutch we desired to purchase at Home Cinema Center’s web site. We inspected the photographs provided and read all the information provided in regards to the hutch. We ordered the hutch on 9 Jun 14 and received the hutch on 18 Jun 14. On 19 Jun 14 I sent an email with a description and photos of the hutch describing the defects found upon inspection. There were three defects noted: 1) patterned and random marks covering the upper and lower portions of the hutch. 2) the corners were uneven and mismatched. 3) fogging in the finish at one location. These conditions did not meet the description nor the photos provided on the company web site for the hutch. ***** (no last name or title) at Home Cinema Center responded on 22 Jun 14 stating: In regards to your order. The marks and wormholes that are present in your furniture are intended to be present. This is part of the finishing process by the manufacturer. There will be nicks in various places of your furniture and other things called wormholes, rasps, etc. We have included a informative video on what goes into distressing furniture to give it a unique look. Finishing techniques: ********************************************************* I responded on 23 Jun 14 stating: In regards to the distressed finish of the ***** hutch, there is no mention of that in the description or details of the ***** hutch on the web site. If we had known of this we would not have ordered the ***** hutch. I understand that if done correctly a distressed finish may be appealing. However, on this particular ***** hutch and the way it was distressed, it is unsightly in our opinion. Combine the finish with the mismatched corners and we wouldn’t have given this ***** hutch a second look in a showroom. The picture of the ***** hutch does not show any of the distressing or the mismatched corner molding. Further, the description states that it is made of “Poplar Solids & Cathedral Cherry Veneers” and does not mention that the top of the hutch and the backs of both the buffet and hutch ate 1/8th inch plywood that is screwed in to place. This doesn’t quite match the “French & English Dovetail Construction” that the details describe. I realize your company most likely puts up the description from your vendors, however this is misleading to your customers. This is disappointing because it would be a beautiful cabinet otherwise. Had a full description been available we would not have ordered this hutch and saved your company cost and us time and inconvenience. We would like to return the hutch for a full refund of the cost including shipping. I look forward to hearing from you on how you would like the ***** hutch returned and resolution to this issue. ***** at Home Cinema Center responded on 27 Jun 14 stating: The description of the product is accurate in every way actually. It states hand rubbed finish which is much different than a machine finish. The drawer construction is English and French dovetail. And all quality ***** cabinets use a 1/8” plywood backer board rather than a paper backerboard. Since you are simply unhappy with your choice in a product: yes you may return the product, and yes there will be fees as per our terms and conditions: You will need to setup the return shipping thru YRC Freight (*******************), or other freight carrier of your choosing. Freight charges will need to be prepaid by you. The shipment will need to be packaged (all original packaging) in the same manner in which it arrived, and placed outside for pickup when the delivery company calls to schedule. We will need to receive the tracking # for this return no later than 7/1 5:00pm est or this return will not be accepted. Refund to be issued less the following fees: Original shipping: $250.39 Restocking fee: $269.80 Total refund: $937.34 I got an estimate on the return shipping at that time that was over $900.00 which would have left us paying over $1400.00 for our efforts with nothing to show for it. On 8 Jul 14 I sent an email and a certified letter to Home Cinema Center: 8 July 2013 Owner/General Manger Home Cinema Center ***** **** ****** ** ************* ** ***** Dear Mam/Sir On 9 June 2013 I bought a ******** ********** ****** * ***** in Hand ****** ****** Finish by ******* ********* ***** **********. The delivered Buffet & Hutch is defective and failed to meet the description and picture posted on the Web advertisement. We would like to resolve this issue amicably and without any third party action. We are not merely unhappy with our choice as stated in the email response; we believe we were misled by the picture and description of the ***** cabinet. If a satisfactory replacement Cabinet can be obtained we would be more than happy to accept it or as previously communicated a full refund including return shipping. Also, the response did not include a return/exchange form or a return authorization number needed to return the product nor an address it is to be returned to. As to the amount of a refund, it was stated that the shipping portion that would be withheld as $250.39 although the charged amount on the invoice is $149.00. Perhaps I can bring some understanding to this issue and why a complete refund is warranted. When my wife and I looked at the picture and description of the ***** cabinet it was just what we were looking for; A traditional well-built and beautifully finished cabinet. What arrived was such a disappointment (See photos sent via email): 1.Patterned pit marks: Distressing according to *****. Hand Rubbed Cognac Finish according to *****. Distressing not disclosed in description. The “distressing” marks look as though all the individual pieces were laid down and ran over with a wheel that had several rocks in it. They are patterned and not random as would be the case with an old used cabinet as opposed to one that was intentionally mechanically damaged. The picture and description show the overall cabinet and finish of one that is new or one that was well kept and cared for not one that has distress. When told that this is intentional, one has to presume that all the cabinets would be the same. 2. The sides do not line up with the front with the moldings tapering with uneven offset. This is not depicted in the picture of the cabinet. This defect has not been addressed by Home Cinema Center. 3. The description states “French & English Dovetail Construction” and does not limit it to the drawers as the response email indicates and is the case. 4. The description states “made of Poplar Solids & Cathedral Cherry Veneers” and nowhere does it state that the backs and top of the hutch are made of plywood and screwed into place. I believe your company needs to do some research on what “Hand Rubbed Finish “ is and means and what distressing or as your site states in the help section, hand finished is. A simple internet search will demonstrate this. First, as written by ***** ** ****** **** of the ********** ** ******** “The term "finish," when used with reference to furniture or similar wood products, refers to the film forming coatings applied to the surface of the wood to protect it and to highlight its appearance.” (HF-LRA.055, p. 1, 9/95), or from the web site of Highland Woodworking “At its best, "hand rubbed" means "brought to beautiful smoothness through manual labor performed with care and attention". In advertising language it rarely means anything more specific than "real nice". "Rubbing out", in the context of wood finishing, is synonymous with "polishing". Generally, it's the process of making a cured finish (practically any kind of finish, most commonly a surface film such as lacquer or varnish) very smooth by rubbing with fine to extremely fine abrasives, often buffing with lambswool, cloth or felt as a final step. Surface smoothness has everything to do with the sheen and feel of a finish, and a well rubbed finish almost always gives a better impression than a finish left as is after hand or spray application. Rubbing out a wood finish by hand, just like hand sanding on bare wood, can burn up plenty of elbow grease, and doing it very well requires both care and perseverance. Which is why most polishing, especially the commercial variety, is done with machines instead.” (Hand Rubbed Wood Finish, Web 3/14) Compare this to “Distressed;” when researching it on the internet as most consumers do in this era. As stated by ***** *******, ***** @*******, July 7, 2009 “Distressing is a way of making something that is made out of wood, or out of almost any other material, look like it is older and more aged.” Or********* that sites *** **** ****** Jan 2003 - Page 162 "Some homeowners use stain and distressing techniques to give their log walls a weathered look and feel." “Distressing (or weathered look) in the decorative arts is the activity of making a piece of furniture or object appear aged and older, giving it a "weathered look," and there are many methods to produce an appearance of age and wear.” These are just a couple examples of the differences between Hand rubbed finish and distressing of furniture and what your customers learn and expect when looking at yours and others products. The fact that “Distress Marks” listed under “Problems with your merchandise? • Defective merchandise?” in the” help” section indicates that many of your customers have had similar issues and even in your show room it is not disclosed that the appearance may be different than what is represented by the visual and descriptive advertisements. Again, we wish to resolve this matter amicably. I look forward to your reply and resolution to this matter. Sincerely, Home Cinema Center refused to take delivery of the Certified letter and only responded to the email with this: Return RMA: 21599R You will need to setup the return shipping thru *** ******* (******************/), or other freight carrier of your choosing. Freight charges will need to be prepaid by you. The shipment will need to be packaged (all original packaging) in the same manner in which it arrived, and placed outside for pickup when the delivery company calls to schedule. We will need to receive the tracking # for this return no later than 7/15 5:00pm est or this return will not be accepted. Home Cinema Center – Returns **** ******* * **** ****** ****** ** ***** Thanks, ***** Home Cinema Center It is clear to me that Home Cinema Center is advertising and selling merchandise without full discloser, where the description does not meet the delivered product and are not interested in resolving these conflicts even after the discrepancies are brought to their attention. To date the description of the hutch has not changed.

Desired Settlement: Home Cinema Center Pay for return shipping and refund the entire cost of the hutch. A proper description including a distressed finish in their product details and disclosed to there customers

Business Response: We have received your complaint form from the BBB.  In response to your complaint we have the following response.

1.  Product has been in our lineup for the past 3 years and is represented on the web site accurately.
2.  Liberty Furniture has reviewed complaint and found this product to be in perfect condition.
3.  Home Cinema Center has reviewed product images and found product to be in perfect condition.
4.  When you placed your order you electronically signed our terms and conditions which include agreeing to our return policy.
5.  You were provided return instruction on on 7/11/2014.  TImeframe was provided to have tracking details to us on 7/15.  Consequently since this product has been within your house for the past 4 months, return to us no longer an option.

Since this is a product you simply do not like you should have returned this within the time frame posted and notified of.  This claim was closed on 7/16 and will not be reopened.  It should be noted that this complaint has been forwarded to our attorney should it become necessary to process accordingly.

Thanks,
HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Home Cinema Center made no offer. It is clear from the businesses response that they believe deceptive advertising is acceptable and have no wish to rectify the problem. Further action will be taken with the FTC and legal action.


Regards,

****** *******



9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March of 2014 I purchased a sofa and a recilner from Home Cinema Center.com, the items were both on backorder so I did not receive them until May 28th 2014, when I received the chair it was defective so they sent me a new part and had someone fix it, on July 31,2014 I noticed that the bottom part of my sofa on the right side where the footrest reclines the material had all came unsewn, I had only had the furniture barely over a month, this was clearly a defect in workmanship, I have had couches last over 6 years with out ripping I would expect one to last more than 1 month, I emailed Home Cinema Center and sent them several pictures, the couch looks ridiculous the whole bottom part on one side sticks all the way out because where the seam is supposed to be sewn down its all unsewn and the whole piece pops out, they said I would have to call someone and pay for the repairs myself! I was and still am appalled at the horrible customer service!! I also contacted ******* ********* ********* myself to inquire on the repairs and they told me that without authorization from Home Cinema Center there was nothing they could do!! What happened to the couch was at no fault of mine what so ever so I feel they should repair it.

Desired Settlement: I would like for them to have the sofa repaired at their cost

Business Response: Customer complaint is in regards to a tear on their sofa which has been within their house for several months.  The manufacturer warranty does not cover claims of this nature (extreme usage or transport damage after delivery).  Customer will need to ind a local upholstery tech to repair. This has been previously communicated to customer. 

Thanks,
HCC

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a power lift chair for my handicapped mother. When I checked the status of the order I saw conflicting information. the page reported tha chair was on back order but that it had been shipped. I phoned the customer service department and asked for clarification. The man who took my call told me that chair was on back order. I asked when I could expect shipment he said he did not know. I explained that I needed the chair as my mother had suffered an injury . He told me that I could wait or cancel, it made no difference to me. I asked to speak to a supervisor and he refused my request. I phoned the next day hoping to get another rep but got the same cranky man. I again asked for a supervisor and he refused and hung up. Third call same thing. I posted a request for a phone call on ******** page it was taken down. I want to know if I need to order a chair from another source. This man told me yesterday that if I did not wish to wait he could send the chair in pieces and I could put it together!

Desired Settlement: I want order cancelled and a call from a manager.

Business Response: Customer ordered special order chair which has a 3 week lead time.  They were told this at time of placing order and account has showed a ship date on 8/4 since order was placed 2 weeks ago.  Customer refuses to login to their account to view this and refuses to believe that it can take 3 weeks to build chair.  They have called repeately asking for updates every day.  We made the administrative decision to cancel order when they became vulgar with our sales staff and begin making threats.  Fortunately as customer have choices on where to buy merchandise we also have choices on who we sell to.  This customer and order have been deleted from our database. 

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** *****

There has been no offer made.  I just want the chair. I have never been vulgar with the customer service rep.  I logged in many times to the account to track the progress. On one screen the information was conflicting. It said that the chair was on back order and that it was too late to make any changes or cancel. This prompted the call made to customer service. I have been trying for two weeks to get a manger to call me.  Please advise. I have a seriously ill mother in need of this chair. I was never notified that the order had been cancelled by this company.

7/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/21/2014 I ordered popcorn bags for a children's theater, a non-profit organization. I needed them by 7/25/2014 so I paid 32.30 for 2-day ****** delivery. On 7/22/14 I received an email stating the item was being shipped and will be delivered 2 days from that date which would be the 24th. That day came and went so I emailed and called the company. This "gentleman" answered the phone and when I explained I did not receive my package yet he rudely said someone would call me back. No one called. I waited and by Friday the 25th I still did not hear from them. Monday 7/28/2014 My son gave me a package of popcorn bags which delivered *** not ****** and 3 days too late. I called the company again to get an answering machine stating they would call me back, that did not happen so I sent another email. Today Tuesday 7/29/2014 I call again and get the very unpleasant "gentleman" yet again on the phone. I explain the whole situation. He asks me if I sent an email, I said yes and I called many times and you or no one called me back. After he put me on hold he came back with, I will get a response via email 3-5 business days and pretty much hung up on me as I tried telling him how unhappy I was. So I sent another email to him making sure he knows I am not backing down. It may only be 32.30 in shipping but the principle of the matter is what's getting me and now to have the worse customer service I have had to deal with.

Desired Settlement: All I was looking for was the shipping refund of 32.30 since it never even came close to 2-day shipping

Business Response: Order arrived 1 day late for which we authorized a partial refund on shipping.
Customer was advised by phone it takes 2 business days for issues to be addressed and to send their issue thru email.  Email was received after hours on Friday and responded to Monday. 

Customer was verbally abusive to our staff (we have taped recordings on file).   Customer has been banned from our store. 

HCC

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

******* *****

6/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: They have the rudest customer service people I have ever dealt with in my life.When I placed the order, I called to confirm the delivery date, as the timing was very important to us. The customer service rep said "10 days". He did not even ask for my order number, what I ordered, my name, or location. When I pointed that out to him, he said 10 days again. I said that did not make sense, that it did not matter who I was, where I was, or what I ordered, the delivery date would still be 10 days - he said it would still be 10 days. I gave up and waited 10 days. Surprise, after 10 days, not delivery. I checked on the website and it had "backordered, shipping 6/16", so I called ** *** back and asked about the veracity of this second set of information, he said it was backordered and would be shipping on 6/16. So I called today, 6/17, and he says it has not come in yet. When asked when it would come in, he says he does not know, but when it gets there, they would ship it to me. When pressed, he says he cannot ship what he does not have and he will ship it when it gets there.Unless you have all the time in the world, do not order from these people. They are rude, they lie, and they have no idea what they are getting and when. If they had let me know up front that they had no product and they could not let me know when it would arrive, I would have gone to a different provider. They are thousands of home theater places, go to one that will do what they say and say what they do.

Desired Settlement: The settlement I want is for them to actually contact the supplier and find out when the product will arrive in their warehouse and expedite the shipping to me and give me a discount or free merchandise (in stock) for continuously lying to me and being incredibly rude on the phone multiple times.

Business Response: This particular Customer has an item which is on backorder which they have been advised several times.  As with all accounts, they may check there ship date online which is updated daily.  Ships dates are kept as accurate as possible.  However with delays in boat freight schedules, customs, and import delays there are many things outside of our control.   Please advise customer to monitor there account as all notes we have are posted there.

Thanks,
HCC

6/24/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a coffee table and sofa table. When we took out the coffee table and a sofa table from the boxes. I noticed a warning label: The product contains chemical which will cause cancer. Please use with caution. My husband put the top of the table on it side and I noticed a lot of dents and little holes all over the table. The seller didn't advise in the ad that the table contains cancer causing chemicals. They didn't advise in the ad that the table has holes and dents. I followed the policy return procedure. I called customer service and left a message, I emailed within 48 hours, explained problem and attached pictures of dents and the warning. I didn't get a call back or email how to return the life threatening product. Dear BBB last year two of my girlfriends died from cancer at age 30. One of them left two young kids behind her. Two of very close people to me had surgeries due to cancer last year. Is it so much to ask to take the life threatening, damaged product from my home?

Desired Settlement: I want them to give me directions how to return the tables. I am so scared for my family to have the tables in my home. I want refund.

Business Response: We are glad to hear you have received your product.  This product has no cancer risk unless you
ingest (eat) the material in which it is made from.  This is true of any product.  The product is made to look distressed and
you actually have paid a premium for this look and service.   You
may wish to visit a furniture sort to educate yourself of how furniture
looks.  For your reference a wiki video
has been included: ************************************

 

Consequently this product looks exactly as it was intended and is a
great example of the furniture line. 

 

Since you have now made threats to our business we have taken the
liberty of forwarding your account to our attorney & BBB should it become necessary
to file a civil suit for theft or liable statements you have made. 

 

If you would
like to return the product you will need to repackage the product exactly as it
arrived and request and RMA #.  You
will be responsible for all charges per our agreed to terms and conditions as
posted on our site.

Return policy: *********************************************************

 

Thankyou for your urgent time and attention to this matter.

 

Thanks,

*****

Account Supervisor

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  I can not return a product based on their policy within 7 days from the date of delivery because based on the return policy miss ***** has to issue Return and Exchange Number, which she didn't bother enclose with the email. Tomorrow will be 7 days since the delivery which I can not meet since customer service replied only today. 
 
  She claimes that I threat her business by filing complain with BBB. If I didn't file complain the company would not even contact me to be able to return the product, which I still can not do because they still didn't send me return and exchange form. 

       She claimes the table will not make any harm. She said that if only consumed it can cause harm. I didn't see any labels like that on any other furniture. I asked furniture stores about the label and they never heard of such. I have  little children visiting us often and they put their mouth on different items. For this reason it makes the product danger to the health. The chemicals also for the nature can escape the product and become dust. For that reason a danger of inhaling the product exist.  She should let consumer know about the danger.

     She claimes that I paid extra for the destress. I didn't pay extra for the distressed look. She  knowledgably  didn't post it on her website. Her pictures lookes like the tables have no imperfections. . Before I ordered from her store I was considering a different table. The company pointed out in the ad that the table had lack of painting to look old and I believe distressed. For that reason I didn't buy that table and bought the table from her, because she didn't have holes and her product was safe.  I completed my 48 hour agreement.  I want her to take her product back....



The ********* ********** by **** reflects rich traditional style presented within the decorative carving and crown moulding, and true French provincial cabriole leg carvings on hardwood solids. The collection is made of carefully hand selected cherry veneers. This group offers coffee table, end table and sofa table. Create a wonderful display of elegance and sophistication in your home with this marvelous Remington Collection. Matching TV Console is available as an option.

The entire ********* ********** offers Bedroom, Dining, Living, and Occasional Furniture.  (none of this said destressed or might cause health danger use with caution.)
************************************************************************************************

Business Response: emailed response to customer (details below)
*****,

 

This product looks exactly as it was intended by the manufacturer.  No defect, damage, or risk of cancer
exists.  Per your request for return:

Return policy: *********************************************************

 

RMA: *****

Ship to: Home Cinema Center , **** ******* * ****, 
****** ***** * ** ****** ************

 

You will need to setup the return shipping thru Y** *******
(*******************), or other *******
carrier of your choosing.  ******* charges will need to be prepaid by
you.  The shipment will need to be packaged (all original packaging) in
the same manner in which it arrived, and placed outside for pickup when the
delivery company calls to schedule.  We will need to receive the tracking
# for this return no later than 5/7 5:00pm est or this return will not be
accepted. 

 

Refund to be issued less the following fees:

Original actual shipping: $******

Restocking fee: $*****

Total refund:  $******

 

If you have any questions, please let me know.

 

Thanks,

*****

Home Cinema Center

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

As a consumer I have rights. I did not  received the tables I ordered. ***** sent me tables that she had. I ordered safe tables free of dents. She sent me dented tables, which cause cancer!!!!!!!!

It is the same as sending product in a wrong color polished with poison. I am sending tables back with her paying shipping fees. She may not refuse.

Plus she publicly blamed me for steeling her tables. Now she wants me to pay for original shipping charges (about 200.00) when I paid to ship product to my home. I think I am as a consumer have a lot of protection under ***. This retailer is going against a federal law. She is publicly calling me a thief, and at the same time wants me to reimburse for shipping services for which she didn't pay. I had to pay for the shipping and it is listed on my invoice.

I will call shipping company of my choice on Monday. She is going to have her damaged, poisoned with cancer tables back, just to have the hazarded tables out of my property.


Regards,

***** ******

Business Response: Table received is in prefect condition.  Customer was given options for return which they have refused to comply with.  Return is no longer an option and this claim has been closed.

Thanks,
HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

  Business sent me wrong product. They sent me distressed tables when I ordered perfect cherry tables as per their ad. They refused to arrange the table pick up and pay for shipping as was asked. 

 Regards,

*****

6/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a couch on 4/25/14 and my credit card was charged. I received email notification that my items were being shipped through ****** ***** on 5/14/14. I contacted HCC several times about the location of my items. I also attempted several times to contact ****** ***** on the where abouts of my items with a phone number given to me by HCC that was not in service. I received a different phone number from HCC and was able to get in touch with them. The representative at ****** ***** told me that our items would be arriving on 5/21. My husband took the day off of work to receive delivery and since we had heard nothing by the afternoon, we placed a call to ****** ***** again and he said that there was a mistake that the items were not on that load and he would get them shipped out that day (5/21) and we would receive our items on the 5/27. Again my husband took off work to be there for the delivery and nothing came. We have contacted **** ******** the representative at ****** *****, left a message with ****** his supervisor (no response), contacted ********* (the brand of furniture we purchased), Home Cinema Center with no information given from the customer service person as well as *** ground both origin terminal and destination terminal and they have no information of a shipment what so ever. It has been 33 days since I placed my order and HCC just keeps telling me there best guess as to when I will receive my order is next week. This has been the 3rd week that I have been told this. This situation is considered fraud and I have beed getting nothing but the run around.

Desired Settlement: I would like my order expedited immediately or an immediate full refund. This order was placed over a month ago and is needed for an upcoming event. I have no couch and no means to purchase another one.

Business Response: This order is shipping direct from manufacturer.  They are experiencing production delays as this was previously communicated to you.  Once the item has finished being built, it will be shipped.  This is expected to be any day now.

HCC

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

I have tried to contact HCC today regarding my items and have been only able to reach voicemail. I left a message hoping to receive a call in return as I was told I would be notified this morning when I talked to HCC yesterday. This complaint was filed prior to making several phone calls and eventually being notified about the vendors issues. As soon as I receive my safely delivered items, I will be sure to notify the BBB of my satisfaction.

Regards,

***** **********

4/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This site says that you will receive your package in 7 days, even shorter wait times if you live in a major city (which I do). It also says that **** ****** ******* is the company that delivers your furniture. That is also false, *** **** ******* delivered my poorly packaged furniture. No where does their site say that your package can be delivered 2 & 1/2 weeks after purchase. Instead it says just the opposite, that they are the ¨leader in online furniture sales¨ because of their business practices, which I find hard to believe. Nor do they say that your package can be delivered by other 3rd party distributors besides **** ****** *******, which mine was. This site also does not tell the customer that the shipping that you pay for only allows for the 3rd party shipper to deliver to the street, not your property at all. They also do not explain prior to your purchase, that the consumer has to move their own furniture from the trailor and that they only pay the shippers to drop your furniture at the curb. The furniture is NOT delivered to your home. Once they have taken your money for your purchase an email is sent explaining that you have to move the furniture yourself as they only provide a delivery driver. I paid $157 for shipping and delivery and had I known that I would have to move it myself I would have NEVER made this purchase. The company sent me an email saying 3 days for processing however I did not receiver my furniture until 20 days later. After several attempts to reach out to the company, I was greeted by an extremely rude person who would not allow me to speak with anyone to give me information about my shipment. Nor did he offer an alternate telephone number to contact a person.

Desired Settlement: Refund of my delivery charge since all of what I was told was false. That this company should be required to advise it's potential customers that shipping dates vary and that they do not provide home delivery. The falsifications clearly advertised on their website should be removed and there should be a listing of persons to contact if and when you have any issues. Including their corporate address in case the consumer needs to contact the Attorney General in that area, which I intend to do as I definitely feel defrauded by these misleading claims and blatant omissions.

Business Response: In regards to this complaint.  Average delivery time for most products is 7-10 business days.  This product was on backorder for 4 days for which customer was notified thru email.  Customer received product 13 business days from placing order.  Customer later complained shipment was not delivered and setup within their house.  Since customer refused to pay for this service, it was not rendered.  There will be no refund issued to this customer.  This claim has been closed.

Thanks,
HCC 

3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an entertainment center from this company totaling 1387.82. It was delivered but in horrible shape with damage all over the until from possible forklift hits or other machinery. I followed the process to decline the shippment to send it back for a new item. I sent an email to the Home Cinema Center and did not recieve a response. I then began to call and did not get a hold of anyone for 2 days. When I finally got a hold of a person he would not give his name, he told me that they would ship me a new one, and that it would be 5-7 business days. After thinking about how I was handled I began to call back to get my money back to deal with a more professional organization. I called 12 times from my phone and got voicemails. after the 12th call the company blocked my area code. There for my wife or any other person with an *** area code could not call. I switched at that point to an ** **** area code and the gentleman "****" anwered immediately. I asked for his name and he would not give this to me. I asked for supervisor or a manager and he did not give me any of that. I then asked for my money back and he said "what is your problem stop calling me!" I would like my money back and need someone to help me resolve this problem so I can buy this furniture elsewhere.

Desired Settlement: I would like the money returned to my account I paid with a **** debit/credit card and that is all I am asking for. Thanks

Business Response: Customer was advised to provide detail of situation thru email.  Once email was received, they were advised it will take up to 5 days to investigate the claim and process a replacement - per company policy: **************************************************************** & ****** ******** wanted an immediate response and would not listen to any reason.  They became vulgar & abusive to our sales staff.  They proceeded to call company 34 times within a time period of 2hrs where by they were blocked.  This customer is mentally unstable.   Refund has been issued to customer and they have been banned from shopping with us and all of our affiliate sites. 

HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[While I am satisfied with the return of the money offer of full refund without deduction of restocking fees or shipping fees,  I am not satisfied with the service and business practices that this company has and what they will continue to do to others if not resolved by the BBB. This business owner "****" does not run a customer centric business and is a scam in every way possible.  When it comes to the origianl order we were called by the 3rd party delivery company about delivery on the 25th of february.  When the delivery driver called us he said you may not want this it looks like a peice of heavy machinery has hit this unit and it is smashed. We refused the delivery due to the shape the product was in and the 3rd party sent it back.  If you look at many other comments this is exactly what happened to many others.  So as a natural customer of any business we sent an email as requested to see what the process looks like in getting a new one sent to us as well as what the time line would be.  We were told it would be 3 days for a response on email not 5.  We then saw in his policies, and they are murky at best, where they say to not refuse a delivery order but instead accept delivery. But then this is what the website says about accepting the delivery "Note: By signing the delivery receipt you are indicating that you have received all products and that they have been received in good condition. Without noting damage we will assist you with processing a claim but will not guarantee any replacement product.  Only once claim has been reviewed and accepted will we order replacement. If you are unable to inspect you will need to write "box damaged" before signing.   This was confusing to us so we sent the email.  We also went on to the BBB website and saw the 53 complaints against this buisness. It was clear at that point, by the responses, that this was clearly a known issue to both the BBB and the all customers involved.  We saw comments around the customers accepting the delivery, as his website suggests, and then being accused of damaging it themselves. Also, he states in his return policy that you have 48 hours to return, well if you have to wait 36 for a response then he can refuse it at that point based on his policies.  So you can see why on the second day, within the 48 hour period, we began to call to talk to a representative about this issue.  When we called you can only get a hold of one person "****." He accuses us of being vulgar to his sales staff but there is no staff.  We called not just that day but many others as well as my bank and the only person that ever answers is the gentleman that won't give you his name "****".  I emplore you to call and ever get a hold of any "sales staff".  You accuse us of being vulgar but we never said anything but that we wanted our money back and there was no chance to be anything other than inquisitive because "****" hung up on us each time.  The last converstation was "****" asking me "what is wrong with you people, you are not getting your money back" and hung up.  What business treats customers this way and what reputable business puts on the BBB website that a customer is "mentally ill" for not being satisfied with the service provided.  If you look at his website he only has positive comments and they all look the same style with name changes they do not look to be true comments but rather made up to look good.  Any reputable business would have all comments good or bad to get a true representation of his/her company.  His policies contradict each other and are confusing to many customers.  I do not understand the A+ rating on the BBB when he has had a pattern of this same behavior with almost all 53 complaints.  Lastly if you look at his website the pictures are cropped in and look fake this doesn't seem to be a strong business representation of him actually having the products in pictures.  This may be why many products are damaged because what he shows is not his actual inventory as displayed.  I expect and have been told I will get a full refund of all the money spent and will not do business with this company or any affiliates associated with him in the future but do want to make sure that no other customers have to go through this and request that his business be investigated for their practices. ]

Regards,

****** ********


2/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Order # *****--I ordered a ********* ******* recliner with heat & massage on 12/3/2013. I patiently waited for this product because it was backordered (it was a Christmas gift). I received the product today & although it is the correct chair, it has no heat and massage. I attempted to contact Home Cinema Center to find out how to get the correct product sent and was told by a rude employee that I could not speak to a person, I could only e-mail them @ ****************************. I had no problems speaking to a person when I was ordering the product or checking on the order status. I then called *********, the manufacturer of the product, whose number was listed on the invoice I received. My wife spoke with a nice lady named ******* ***** who handles orders placed by Home Cinema Center. She was told that the chair that I ordered is not even available with heat and massage. My wife told her that it was advertised with that feature on Home Cinema's website & *** ***** went to the website and saw the advertisement. She agreed that it was falsely advertised. She gave my wife phone numbers to call to speak with someone at Home Cinema Center but when we called we were told that we could not speak to customer service, we had to send an e-mail. Again, we sent an email with no response at this time. This product was falsely advertised as the manufacturer states it is not made with heat and massage as advertised at this web site: *********************************************************************************************** *** **** * ** ********.

Desired Settlement: I would be willing to keep the item with a considerable reduction in price or I would like to return the item to Home Cinema Center at their expense for a full and complete credit to my account.

Business Response: Customer was instructed to provide information to our company.  When they choose to provide this information, an amicable solution was found.  This claim has been closed.

HCC

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased office furniture, the merchandise arrived damaged. The rep who answered the call **** was rude and hanged up the phone on me. Home Cinema Center would not respond back to my emails. They are not willing return the merchandise and offered to repair the merchandise at my house. I intended and paid for new merchandise and not willing to have them repaired. I escalated the issue to the mfg, Coaster for resolution. The company has enough compliants against them and their business license should be suspended. HOMECINEMACENTER.COM stoled $1,871.06 from me.

Desired Settlement: Although, both bookshelf and desk arrived damaged. I'm willing to accept the bookshelf at discount and return the desk for full credit to my credit card. They need pick up their damaged desk, issue full credit for it and discount the bookshelf.

Business Response: Customer received product in good condition.  They are unhappy with product and have refused to return product, consequently no refund will be issued.   Should they choose to return product in condition and packaging it was received, a refund will be issued.

Thanks,
HCC

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had great service with quick delivery. The furniture save one chair back was satisfactory upon delivery. The company delivery policy is “to the door servicing” therefore I paid for an additional set-up fee whereas a team of technicians carried and assembled the items in the home. As per policy I photographed the damaged goods and sent them via email. The company responded that they were coordinating the fix action with the manufacturing company. The replacement came quickly via mail courier. I replied to the company in an effort to have this part refitted however they never responded to initial email attempts. I called and spoke with the ************* ******* ******************** and asked about this and was informed that I would not receive it. He was conversely forward and stated, "we won't do it...it is a chair back." This insinuated that I had received the chair replacement and I didn't deserve satisfaction guaranteed (full service). This tone is seemingly fitting for ones who damage their goods upon installation but I paid for this service. With full payment I deserve corrective replacement. I asked if this negation of repair service was in the contract and he stated yes. I made the decision to buy online for which I was subject to not having all the details of secondary servicing agreement published. He stated that he will send me a copy of the contract which states this not being part of my original payment. I am still waiting on it but will look it over and make the determination if I have been righted by the policy and take action if necessary. Maintenance/installation servicing should be finalized not awaited, as monetary receipt of purchases were afforded and utilized. Simply, I don't need to fix/affix something which wasn't right in the initial service agreement or installation. I paid for full service and not partial. It is no fault of the company nor the delivery/installation team that during transit the original was damaged but I deserve to receive this one chair fixed as I paid for the other terms.

Desired Settlement: Finish the Job: I would request that your web site reflect the rights of customers for "through the door delivery" in an easy to locate manner and how your company negates any additional processing once these parts - if broken or defective transfer to the new delivery team/owners. Have a policy to deliver undamaged goods and not leave the new owner part of the installation team unless you intend to pay me as well. To correct: I would like to have a technician call for an appointment and come back - unscrew and then screw - these four bolts and wood screws into the chair as part of the original agreed payment.

Business Response: Thankyou for this information.  Customer was delivered a table set and found 1 chair back to be defective.  Chair back was sent to cutomer via ups several days later.  Per contract, all parts are delivered with ups and are not assembled regardless of service type on original contract.  Customer has spent the last 2 weeks complaining about having to attach 2 screws for which allen wrench was provided (1-2 minutes assembly time).  Should customer like to pay $105 for a service tech, one will be provided.   This claim has been closed.

HCC

11/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint as a result of the company not following thru on their terms clearly stated on their website regarding the shipping termsI ordered my product (a ******** bed) on 10-2-13. Their website and email we received as confirmation of our order both state it will be delivered within 4-6 business days. We never did hear from their shipper, so on 10-17 we reached back out HomeCinemaCenter. We were given a number to their local distributor who were asked to reach out to. Upon contacting them they stated that only part of the order came in and that they were still waiting on the rest and would contact us soon to deliver. They missed both the next two appointments. Finally after calling multiple times to check up on the status of our order, we were advised it would be delivered on 10-24 (almost 10 business days - 2 weeks after) it was finally delivered. Upon inspecting the item at delivery it was found that it had been damaged in shipping and had a huge chunk of wood missing from a piece on the bed. We followed their exchange instructions very carefully and had the deliverer as well as ourselves take pictures of the damage and indicate the damage inspected upon the delivery invoice. We then emailed this info to the address indicated on their website. Their website states we should receive confirmation within 48 hours. I called to inquire about the process to insure we were doing everything correctly. The agent (who refused to provide his name) who answered the call was very rude and refused to help in any way other than advising me to go to the website and send an email. I asked for him to advise me of the process for exchange and he released the call. I called back seconds later and my call began getting forwarded to a voice mail each time I called there after and no one has been willing to speak with me since. I have been courteous, but do have expectations that they follow thru on their guarantee's. Considering we were already weeks beyond the promised delivery date I became agitated and asked that my shipping charge be refunded, to which I got no response. I did finally receive an email back regarding my claim (within 48 hours) that stated they could not see the damage and needed me to set up the bed completely and then take pictures again. I replied that I would not be able to do that due to limited space within my home, but I did gladly take new pictures that clearly show the damage. It has been 1 business day since I have sent this in, but have not yet gotten a response. I know have this over-sized set of boxes I can do nothing with and have waited weeks almost a month now and still do not have the product guaranteed to me even though I have followed their terms exactly and they have not. Due to the amount of pro-active customer service rec'd up to this point I reached back out to their call center today (@ 4:30p est) and was told that they are only open 9-4 and to call back tomorrow. When I inquired as to why then it states they are open 9-5 on both their website and email to me, I was HUNG UP ON AGAIN!!! I have included the dialogue from the email conversations between the company and myself as well as my invoice # & customer ID. CustomerID# ***** Thank you for your order. Your order number is *****, placed 10/02/2013 at 06:45PM. -- Please accept the enclosed pictures of the damage product we received and its invoice. We received the item damaged and wrote damaged on the invoice. We took pictures (included) as well as the delivery person. Please respond once this claim is being worked. The item was received at approx. 11am 10/24/13 (two weeks later than the original promised date of delivery)- re: Your photos have been received. Aside from the packing material boards being broken, we do not see any damage to the actual product. Please assemble bed and take a photo of the entire bed. Your claim will be opened, once this information has been provided. - re: ****** **** ******** photo for further proof

Desired Settlement: DesiredSettlementID: Other (requires explanation) I simply want my exchange completed, as well as I would like my shipping charge refunded to me considering their negligence and failure to follow thru on any of their stated advertisements and guarantees. ____________________________________________(continuation of above email from complaint detail) until ready for final installation. However, the picture clearly shows the damage to the bed the same as listed on the invoice by your delivery comp

Business Response: Thankyou for providing this information.  Dealing with claims is a very simple process when both parties are clear in the information they provide.  This customer was repeatedly asked for information which they refused to provide.  Once they finally provided the requested information the claim moved along extremely quickly.   Merchandise has since been replaced.   Request for discount is denied.

HCC


Business Response: Replacement has been delivered to customer last week.  No credit or refund to customer is due.  Our previous statement on this stands.

Thanks,
HCC

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I will absolutely not accept their response as closure to my complaint. I did in fact receive the replacement this last week, but they have failed again to address the real issue here. Their response to this and to me throughout the entire claims process has been absurd. I simply wanted my shipping cost refunded because they failed to deliver the ORIGINAL order in a reasonable amount of time. Their website states one time-frame for delivery, the confirmation email I received for my order stated another, and my wife found a different time all together found on their website; all of which were within 5-10 business days. It took nearly a month for me to receive the original order!!! Only to be run thru hoops to get the replacement. I agreed to keep the damaged furniture thru the claims process, but they failed to advise of what the process was in entirety. They are now advising me that i must "hold on to" the damaged product until they can find someone to pick it up and that can take up to 4 more weeks!!!! Are you kidding me??? Everything regarding this company has been lies and deceit. I have attempted to contact them and discuss in a reasonable manner via phone, but each time I call, it has been more lies upon lies and when they have actually answered and not just sent me to voice-mail, I have been advised the only contact you can have with them regarding the claims process is thru email. This company dodges every bit of responsibility and tries to put it back on the customer. As previously stated I do have email documentation of all of my responses and theirs (with timestamps) that will show their negligence. I don't understand how a company can fail to be upheld to their own standards (pick any one of the multiple time-frames given for delivery) and then fail to correct or even own-up to their mistakes. I had intended on ordering the rest of the bedroom set that went with this bed, but due to the lack of customer service and just down right bad business, not only will we not be ordering from this company in the future, but I will do everything within my power to keep anyone else from suffering the same sort of negligence.

Regards,

****** *******


10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a ****** desk from them. I purchased it based on their website and they advertised delivery within 7 business days or earlier in major cities. Being in a major city I was excited to get it within that time. 3 business days into it, I called to get tracking only to be talked to rudely by *****, and told that I wasn't calling during business hours, which I was according to his website. And that they update it when they have it. Not friendly at all. So I emailed numerous times for about 2.5 weeks asking where my item was. Finally got a tracking number and was able to get delivery set up with UPS Freight. When they came out. The item was damaged beyond repair. We refused the shipment and I immediately emailed ***** again. The response I got was give me the pictures you have so I can file a claim. I asked repeatedly about when I was going to get another desk, as well as if they couldn't get me my desk to give me a refund. And I have heard nothing back from them. They stole over $2,886.52 from me and I have nothing to show for it. This guy is a fraud and his business needs to stop.

Desired Settlement: Refund the money in full.

Business Response: This item has always been advertised on our web site with a 2-3 week delivery time.  Customer accounts are updated daily with notes and tracking details.  We are sorry the customer did not read this information.   Customer consequently received item within 3 weeks.  They refused delivery for reasons which were not told to us.  Customer was highly irritable and vulgar when on the phone with our staff.  They were told to communicate thru email.  Several attempts were made thru email to find out what happened with shipment.  Customer indicated they would not tell us this.  As a result we needed to work with the shipping company to retrieve product.  This took several weeks.  There were some minor knicks which could have easily been touched up on site.  Due to the nature of this customer we have decided not to do business with them and issued a refund to end the issue. 

Our terms and conditions state:  To never refuse a shipment.  If there is any damage to a product, to simply notate this on delivery receipt.  When the product is with the customer, this gives us the opportunity to very quickly gather the information we need to correct the issue.  Most issues can be dealt with thru a part replacement or simple touch up which our nationwide network of furniture medics is trained to handle.  By refusing a shipment this will lead to further problems, great delays, and more expense to the consumer.  If we can provide further details, please let us know.

HCC 

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
WOW. What they said from beginning to end is a complete lie. I never once used vulgar language with them, not ever over the phone nor in any emails.  They were rude from start to finish. Their website clearly states less than a week delivery time, and there are numerous complaints from others who have complained about the same thing. They never once told me my item would take over 3 weeks. It took 3.5 weeks to get to my house damaged, and with their lack of customer service on the front end,(rude phone calls, no tracking info) I sure wasn't going to accept a damaged desk. It was beyond repairs they could've made. The file drawer on the bottom had cracked finger joints. The back was completely busted in on the file cabinet. The bottom of the desk had cracks and gouges in it. We immediately asked for a refund or another desk in which we rudely were asked to send pictures. There was and never was a concern for the customer getting another desk or a prompt refund. Never was there any communication of a refund. I had to go to my credit card company and ask for a refund since this company never did. My credit card company is going after them for the refund that they still have refused to give one. So they have not refunded any monies. and are pouring salt on a wound they already made. This company is a fraud and needs to be stopped. I will contact the attorney generals office if this does not get refunded back. I have also contacted their supplier ****** Furniture on their poor customer service for having a relationship with such a poor company. They need to provide proof of a refund of monies. Show me a receipt from your credit card machine that shows a confirmation number, date and time as well as the last 4 digits of the card being refunded. Because none of what comes from his mouth can be trusted.

Regards,

********* *******



Business Response: Its very unfortunate when people feel that can be vulgar and abusive to others.  As a result this customer has been banned from our store/website.  This was a simple matter for which the customer refused to provide any type of cooperation on.   Several 3rd parties were required to provide as simple information about what happened on this shipment since the customer was unwilling to do so.  Once this information was received a refund was issued.  This case is closed.

Thanks,
HCC

9/27/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased Power Lift Recliner in Grey Chenille Upholstery by Coaster - ******, was very excited however I have had nothing but problems with the chair the next day after delivery. The freight company was great however they cut up the box to remove my chair form packaging. We have called and was disrespected by the operator and have sent emails to return the product. They have not sent an authorization number and claiming that they need the original box, but the box was cut up by the freight which was no our fault. We have requested the company to send packaging to reship product and has refused. I am an 85 year old woman who got stuck in the chair in recline position on the second night and got bruised trying to get out of chair because the motor stopped working. I am fearful of ever using this chair. I have not sat in that since June 16, 2013. My health has gotten worst because this company has not helped get this chair returned. We have done our part with their policies. This company needs to send new packaging for the return of this chair. I would not recommend this company or product to anyone.

Desired Settlement: Refund and accepting the return of the product. I do not want product in home.

Business Response: Per our return policy, all returns must be shipped back in original packaging/box, etc.  This is standard policy for all stores and is a requirement for ours which you accepted when you made a purchase per our terms and conditions.  Customer has been informed of this on no less than 6 occasions.  Request for refund, return, and your credit card chargeback are all denied. 

Return Policy: http://www.homecinemacenter.com/help_answer.asp?ID=19#121

Thanks,
HCC

6/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint sounds remarkably similar to another delivery issue posted here. I ordered a loveseat from HCC on 5/8, whose site says delivery will take place "within the next 4 to 6 business days." I tried tracking the order online via **** ****** ***, their shipping service, on 5/13. It wasn't ready for pickup. I tried ***** again on 5/20, via phone, and they said the order was picked up for shipment on 5/17. I spoke to an HCC representative on 5/24 to find out where my furniture was, and the customer service representative never called me back. I called again on 5/25 and a customer service representative told me to call again on Tuesday, 5/28, which (according to him) is the only time their computers are working. At this point, I've called **** ****** ***, the local shipping company, and HCC numerous times, and I haven't been able to get any information about my order: where it is, or when I might expect it. FYI 1: I ordered furniture from HCC two years ago and had no problems with the company, customer service, or delivery. I have no idea what's going on there now, but I'll never order anything from them again. And FYI 2: Whoever I spoke with at HCC customer service should really not be dealing with the public or with HCC problems. He could not have cared less that there was a problem with my order and did nothing to try to resolve it.

Desired Settlement: I just want to know where my furniture is and when/if it might actually be delivered.

Business Response: Furniture shipments occasionally experience delays.  Shipping to certain parts of the country can take longer.  Customers order was delivered in 10 days.  Customer was notified via online tracking and email communication of the status of her order.  Unfortunately some customers are not satisfied if their order takes a day or two longer than expected.  This order has since been delivered. 

Thanks,
HCC

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******** *******


 

 The order was not delivered "a day or two" after the originally anticipated delivery date. As I mentioned in my complaint, the company's website said delivery can be expected within "4 to 6 business days." This leads a customer to expect delivery within 4 to 6 business days. I placed my order on May 8. The order was delivered on May 29. This is not "a day or two" beyond to 4 to 6 business days.  It is more than double the time (15 days) the company led me to expect. 

5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to contact the vendor via phone to speak with someone only to be told I had to submit an email they would not help me over the phone. I submitted the below email on March 22, 2013:I ordered home office furniture back in January and received it not long after, it has not even been 2 months and the furniture is cracking in many places, both the desk and the filing cabinet, pictures attached. Also, the design on the front desk is off and crooked. In addition, the bottom drawer on the file cabinet has stopped closing properly, and seems to stop before it is closed flush. I would appreciate it if someone would contact me ASAP, as this furniture was quite costly and I expected much better quality.The response I recevied was to color in the cracks with a dark brown / black marker. No mention of the drawer not closing or the desk design being crooked. I then replied AGAIN advising that the resolution to "color in the cracks" was not acceptable, and requested a manager contact me, and take responsibility for the products they sell. That was on 3/28/2013. On 4/2/13 they replied saying they were escalating the issue to ******* ********* and will advise me in the next 2 - 4 days, I have not heard back from them since. Since then, I have tried to contact them via email twice on 4/2/13 & 4/18/13 to advise them now the top drawer of the file cabinet is not closing properly. Still no one has gotten back to me. I am beyond frustrated and do not know what to do or how to get someone to speak to me regarding these issues. The furniture is cracked and falling apart and cost almost $1600. This is not acceptable.

Desired Settlement: I am so frustrated at the lack of customer service, I just want my money back and they can come get the furniture. It is a true disgrace that they won't even speak to me on the phone and refuse to give me a status update. My emails go ignored and when I call on the phone they very rudely state that I need to send an email and refuse to let me speak with a manager or even try and assist me. I just want my money and to never deal with this company again! This has been a horrific experience!

Business Response: Customer received merchandise 2nd week in January.  Over 2 months after delivery they notified us of damage/defects.  The manufacturer determined the claim present was not warranty related and the claim has since been closed.  Customer moved furniture at which time the issues on the desk became present.  Moving related damage within the customer house, 2 months later is not covered under warranty. 

Thanks,
HCC

5/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a bedroom set on April 4, 2014. On April 8th, I received a confirmation of shipping notice. I was told to expect delivery within 4-6 business days. After one week, I called to get an exact delivery date. I was told that my order had been received, but that the truck going to Washington did not have room for the shipment, so it had been delayed. I was assured that it would be shipped the next day, and that I would be called Monday, April 15th, to set up a delivery date and time. After not receiving any call, I called again on Thursday, April 18th. I was once again told that the shipment was still on the dock in California, assured that it would ship the next day, and that I would receive a call on Monday, April 22. This repeated the following week. I waited and received no phone call. Later in the week I called and was told the same story, with the slight change that I would be called later that day to set up an appointment. Once again, the call never came. I called again today, April 29th, and was told yet again that the item will be shipped tomorrow, and that I will receive a phone call by the end of the week to set up a delivery date. At this point I have come to the conclusion that either my order was lost or I am being dealt with dishonestly. In either case, we needed our order last week, and no longer want the order.

Desired Settlement: At this point, we no longer want the order, nor do we want any more dealings with Home Cinema Center. They seem unable to deliver on their promised service, and unwilling to make it right. As it seems to be the shipping company's problem, I would also be satisfied if the items were delivered up the half flight of stairs to our bedroom and assembled.

Business Response:

Customer has previously been sent this same information.

Tracking Details:  **********************************************************************

Status:  Picked up From Coaster Furniture with Transport Company: Roadrunner Freight – In transfer status to Tacoma, WA

Delivery is scheduled for between 5/3 – 5/8. 

 

For your reference: 

Terms & Conditons: *****************************************

Cancelation Policy: *********************************************************

 

If you have any further questions, please let us know.

 

Thanks,

HCC

5/3/2013 Problems with Product/Service | Complaint Details Unavailable
4/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a desk on their website. The truck they sent to deliver the desk could not get to my house and was not equipped with a lift gate, as promised. I was required to drive to a parking lot and lift the desk into my personal vehicle myself. The driver noted on the receipt that the desk was not delivered as promised and recommended that we contact the company for compensation.When I asked the company for a refund to my delivery fee, I was told that the desk was delivered and so I was entitled to no compensation. When I reiterated that I was not provided the service I was promised, I was told that if I chose to dispute the charge, I would be assessed and additional fee and turned over to their collections agency, which would negatively impact my credit score.So rather than giving me so much as an apology for my extreme inconvenience, I was given a threat. I strongly recommend you avoid buying anything from this company.

Desired Settlement: All I requested from the company was a refund of my $99 delivery fee as the product I ordered was not delivered in the manner promised.

Business Response: Home Cinema Center nor its shippers are responsible for customer whom live in inaccessible areas.  If trucks are not permitted down a road they will need to make arrangements to meet the truck and unload.   Customer made threats against our business which she was warned will have financial and legal repercussions.  This issue has been closed.

Thanks,
HCC

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My complaint is not regarding the location of the shipment, but rather the manner in which it was delivered. I was told I would receive the desk on a truck with a lift gate and I did not. The company's response addresses the former, but not the latter.

Regards,

**** *****


 

 

4/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a sofa ,loveseat, chair and table from Home Cinema Center on the 1st of February 2013. The set was heavily packaged(seemed to be intact). Upon unwrapping it, every piece of furniture was severely damaged. My wife immediately called HCC and reported the problem. We sent pictures over the internet. Their response was this happens quite often and we'll send someone over in 3 business days to repair it ,just like new. By it being a brand new set, I found that to be an inappropriate response, but nevertheless we gave them a chance to make it right. They don't answer the phone when I call. They do a very poor job with their email response. I have come to the conclusion the company only consist of 1 person, and concerned that he'll shut down the company and open up under a new name. At this point, I'd like done, what should have been done in the first place. Either replace it or refund my money.

Desired Settlement: Please replace the furniture or refund the money. Perhaps a lawsuit for all the pain, suffering and inconvenience.(pending)

Consumer Response: I spoke with **** ***** to get some clarification. She said that no one came out as was promised by HCC. HCC referred her to two companies, **** ********* and ******** ***** *********. When the customer contacted both companies, they denied any contractual connection to HCC and refused to come out. Customer emailed HCC about two days ago letting them know and are waiting to hear back.

Business Response: Customer has had numerous communications from our business on the issues with her order.  Furniture technicians have been contacted in her area and we re currently waiting for their schedules to free up to schedule. 

Thanks,
HCC

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

********* *****


 

 After speaking with customer, she stated the third company contacted has also refused to come and repair the furniture. At this point, she would like the company to come pick up her furniture and for her to receive a full refund. Customer paid approx. $3200 for the furniture.

Business Response: Furniture was signed for an received in good condition.  Certified copy available.  Furniture medic has been assigned to inspect and complete repairs of customer issues.

Thanks,
HCC

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

********* *****


 

 Customer stated Furniture Medic informed her the repairs would cost approx. $2600. Customer has been trying to contact Home Cinema Center to see if Home Cinema wants them to send in the furniture for repair or not, but has been unable to get in touch.

2/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this complaint is regarding customer service and delivery issues. I placed my order on December 29th 2012 **** at home cinema center neglected to inform me that the order was backordered. I called several times and he kept telling me the order will ship as soon as possible. FINALLY on Jan 11, 2013 the order shipped.. I received a email saying my order has been shipped and I will receive it in 4 to 6 business days. which would place me at FRIDAY for delivery. I called **** 15 times on Jan 17th to help me get my sofa delivered on the 18th of January and each time **** again neglected to pick up the phone to assist me, or even RETURN my phone call. Home Cinema Center is the worst company that I have ever done business with. I paid over 500 dollars in shipping and this is how I am treated, and my item was over 1500 dollars. It definitely felt like **** at the company got my money so he no longer cared about my problem with the shipping company HE contracted.

Desired Settlement: I still would like my items delivery how ever I would like a full refund of all shipping and white glove delivery.

Business Response: Customer was notified thru online tracking order status at every point.  Customer was also notified by *** and shipping company thru voice and email of delivery date on many occasions.  Order shipped as scheduled and will be delivered as scheduled.  No refund will be issued.

Thanks,
HCC

Consumer Response:

.

 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called 15 times on Friday with no answer, and only AFTER I notified them via voice mail that I filed a complaint with the BBB did they send me a email. this company had YET to right by me. if they are going to put this issue on the shipping company then they need to go ahead and find a new company to contract with. additionally the company did NOT notify me that my product was on back order and when I placed my order the company told me I would receive my sofa in 10 days. it is not the 23rd and I have YET to receive it.

Regards,

***** *******


 

 

1/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a home office desk and bookcase in May 2012, and only 6 months later the whole side of the desk and bookcase is cracking. I contacted Home Cinema Center for an exchange and they said they are not responsible for that kind of damage after I sent them the photos. I emailed them a 2nd time asking how they could deny us an exchange, and now they won't respond.

Desired Settlement: I would like them to refund us the total amount for the desk and bookcase or exchange it for a new set (including in-home delivery)

Business Response: Customer purchased desk set 7 months ago.  While manufacturer has warranty in place for 1 year, any structural issue would be noticed immediately.  Customer photos represent product which has been moved and abused showing crack in joint.  The manufacturer warranty does not cover this issue and this claim is denied.  Customer will need to contact local furniture repair shop.  This same information has already been provided to customer.

Thanks,
HCC

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*** *******


 

We have NEVER moved the desk and the cracks are not just in the seam they are throughout the whole entire desk. I sent them numerous pictures showing all the damage.

12/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a dining set from the "Home Cinema Center" in Chesterfiled VA the set that was shipped to me was a differnet fabric pattern than what they are displaying on there website. As soon as the merchandise was received I phoned the company letting them know this, i was asked to send a picture of the dining room set that i received, in which i did the same day but the company is refusing to pick up the dining room set!!!! "This is not the pattern that i order" and if this was the fabric pattern shown on their web site i would have never placed the order. I am a internet shopper and this is the first time i've ran into something like this, being shipped a different item that's being featured, then having the shipper refuse to make it right. They put a scare in internet shopping if a company can do this and get a way with it, this puts a black eye on internet shopping because you never know what your going to get. If i was shipped what i ordered i would be happy but to get a order that is different than what is featured on their website then the company not wanting to make it right by picking the item up is ridicolus and unfair!!!

Desired Settlement: I WOULD LIKE THE COMPANY TO HAVE THE ITEM SHIPPED PICKED UP AT THEIR COST! THEY HAVE SHIPPED OUT SOMETHING DIFFERENT THAT WHAT IS DISPLAYING ON THEIR WEB SITE WHICH IS A PROBLEM, AND I SHOULD NOT BE FORCED TO KEEP WHAT I DIDN'T ORDER!!!!!!! "THIS IS BAD BUSINESS".

Business Response: In regards to this complaint.  Customer ordered a table set and the exact table set they ordered was delivered to them.  Customer was unhappy with table set and did not want it.  Per the terms and conditions of our site, you must ship the product back if you want a refund.  Customer attempted a dispute with her bank which was unsuccessful, and the bank reiterated  that if you wished to receive a refund you must ship the product back.   Customer refused to do so.  Its very simple, you can't keep the product and not pay for it.  Our return policy is listed below.  As this product was purchased several months ago, this claim is closed and any refund/return is denied. 

Return Policy: 
Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, you won't be stuck with an item you cannot use or that you do not want. We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 7 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs. Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. In addition most of our items carry a restocking fee which will be deducted from your refund should you wish to make a return. Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.

HCC

Business Response:

Our customer was advised 10/29 thru email and phone to return product.  She refused to do so.  Bank claim was later initiated where she was told by bank to return merchandise, and she refused to do so.  Bank claim was denied.  Customer started a complaint thru the BBB where return was requested and she refused to comply.  Customer has been in possession of merchandise for several months, refuses to return merchandise and has been attempting to reverse transaction.  She currently has attempted a second chargeback.  If by some chance this is successful a civil suit will be filed for stolen merchandise

 

RA #: ******

Ship to: Home Cinema Center, ***** **** ****** **, ************* ** ****** ************

 

Refund will be issued once merchandise is returned undamaged and unused. 

Consumer Response:

Hi *****,

This company HHC is really unbelievable, I read the comment that I just didn't like the merchandise
which is NOT true the set that I ordered is NOT the set that is displayed on their website and I sent
pictures the same day they requested me to sent them. I never heard nothing back from HCC the
pictures clearly show the fabric the set is different I will send the pictures to you as well. Please suggest
they do the right thing and come and pick up this table set. They should be a shame of themselves such
terrible customer service.

**** ******

Consumer Response:

Hi *****

Home Cinema is able to pickup this merchandise any time that’s always has been an option, they sent out the wrong fabric pattern, I faxed you a copy of the set sent and the set on the website they are very different. Let Home Cinema know that need to pick up this set asap he’s talking about a civil suit I’m charging storage fee’s!

11/20/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa from this company and it was delivered on Sept. 28, 2012. On October 26,2012 I sent them an email asking for help getting warranty work done. I never received a phone call or email back, so I called (reluctantly, because how horribly they have treated me on the phone in the past)the man was horriblu RUDE again. He just kept saying "send an email", I kept trying to tell him that I sent am email and never heard back, he looked it up and said that they didn't have an email from me, I told him I'd sent one and he said to resend it. I asked if I could speak to someone else and he wouldn't give me to anyone else. I forwarded them the email I originally sent & haven't been contacted yet. When I called again this morning I asked who the owner was or who the manager was & they man wouldn't answer my question. I am literally in tears over how I have been treated & they lack of action on this company's part. I regret the day I ever did business with them, I just wish that I could get my money back so that I never had to deal with them again. It truly is ridiculous.The upholstery on the sofa is coming apart & I noticed this less than a month after receiving the sofa. This shouldn't be happening, it should not be having issues after less than a month. I purchased this particular sofa because of the reviews on their website stating how well it holds up.I just want my money back now, I cannot bear the thought of having to deal with those nasty people again. All they want are emails, but yet they won't answer their emails, they won't answer voice mails. I can only reach them if I call them & then the guy that answers their phone treats me horribly. He will not answer a question for anything.

Desired Settlement: I want them to pick up the sofa and give me my money back. I've been treated horribly and do not want to have to continue dealing with these people again.

Business Response: In regards to this complaint.  We instructed the customer to send an email regarding their issue per company policy.  Customer became extremely agitated with having to send an email and became hostile and vulgar with company staff.  Staff was instructed to discontinue phone communications with customer.  In regards to the issue with sectional/sofa.   There are several threads pulled from stitching  Manufacturer has reviewed customers issue an determined issue is due to misuse (ie: pet claws tearing at fabric, or other misuse).  Pictures have been attached.  Sectional was delivered in new condition and no defects were reported by customer.  Customer has had sectional/sofa in possession for several months.

Manufacturer Limited warranty. 

  • One year limited warranty from the date of purchase
  • Frame Construction, motion upholstery, fabric, cushions, and stitching warranted only under the conditions of normal usage
  • Limited warranty does not apply to defects resulting from misuse, accidents, negligence, or normal wear
As customer did not purchase a protection plan their request for warranty is denied.  As customer has had this for several months, their request for return is denied.   Return policy clearly states all returns must be issued within 7 days.

Thanks,
****HCC

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I asked them for help with the warranty and they never responded.  Therefore, I contacted your office asking for assistance in dealing with them in receiving a refund.  The company is refusing warranty service or a refund.  At least fix the sofa!!!!!  The sofa was less than a month old when I first contacted them.  The problem is not due to misuse, it is just my husband & I.  There is a defect & how in the world can they refuse warranty service after a month?????  No, I didn't purchase an extended warranty because it came with a one year warranty.  AGAIN, THE SOFA WAS LESS THAN A MONTH OLD WHEN I CONTACTED THEM ABOUT THE PROBLEM, THERE IS NO WAY THIS PROBLEM IS DUE TO MISUSE!!!

I am so disgusted with Home Cinema Center.  I have been treated horribly & they are not standing by their product & are not trying to help me at all!  I have not received one phone call from them in reply to the multiple messages I have left for them.  I will be exploring my legal options in regards to filing a small claims action.

Regards,

***** *******


 

 

11/12/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
11/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: These guys are complete frauds! I ordered a couch and loveseat two and a half months ago. Initially, it took a month for the items to ship despite their website saying the items were in stock and would ship quickly. When the couch arrived it was badly damaged. I asked for a full refund and to return the damaged furniture. They gave me two options: a. $120 to fix the couch myself. b. to have a repair company hired to fix the couch in a "few" weeks. I asked to have the couch repaired. Several weeks later they had a repairman come get the couch after viewing it for an estimate. Another week later the couch was brought back to my house by the repairman and he had told homecinemacenter that the damage would cost more to fix than the couch was worth so he was returning it to my house to be picked up by a shipping company and that homecinemacenter would be sending me a new couch. The repairman, who actually did have a clue about how customer service is suppose to work asked homecinemcenter if they were going to contact me and tell me what they were planning to do. Their response was "NO." A week later I called them myself and they said they had placed an order for the new couch. So all in all, it has been 2 and half months and we are still waiting to get the couch. Homecinemacenter has the worst customer service I have ever seen. Their website says they guarantee your satisfaction, yet I was denied a refund when I received broken furniture. They won't ever contact you to tell you what is going on, and when you contact them they are very disingenuous on the phone. Lastly, you cannot leave a review on their website because they don't allow you to. Also notice all their reviews on the website are positive... FRAUDS!

Desired Settlement: We just want to get our furniture and have someone from homecinemacenter call us and apologize for their treatment of us which has been a sham.

Business Response: Thankyou for the opportunity to respond to this customer.  Its unfortunate when customers have damaged shipments arrive which happens with about 1.5% of all furniture deliveries.  Several days after delivery, customer responded with the requested information for which medics were dispatched in their area.  Unfortunately there were scheduling delays with customer due to their unavailability. Further not all information was disclosed to us which made the repair unfeasible.  Once report was sent to us from the field medic, a replacement was put on order.  Replacement shipped within 5 business days of receiving this report.  Tracking listed below:

BOL NO: **********

Carrier: ******

If you have any further questions, please let us know.

Thanks,
HCC

10/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ORDERED A SECTIONAL SOFA FROM THIS COMPANY AND IT WAS DELIVERED ON SEPT. 28, A FRIDAY. UPON DELIVERY, I NOTED ON THE DELIVERY SLIP THAT ONE OF THE FEET WERE CRACKED. I ALSO WASN'T HAPPY TO DISCOVER THE COLOR DIDN'T MATCH THE PICTURE AT ALL. I UNDERSTOOD WHEN I ORDERED IT THAT IT WOULD PROBABLY BE A LITTLE DIFFERENT FROM THE PICTURE, BUT IT WAS SUPPOSED TO BE A SAGE COLOR AND IT IS A MEDIUM-DARK BROWN WITH PURPLE, YELLOW, AND GREEN THREADING BETWEEN THE CHENILLE. I CALLED MONDAY MORNING TO REPORT THE DAMAGED FOOT, AND SPOKE TO ****. **** WAS VERY COLD FROM THE VERY BEGINNING OF THE CALL. I EXPLAINED ABOUT THE DAMAGE AND HE WAS VERY SHORT, TELLING ME TO EMAIL THEM. I THEM TOLD HIM I WANTED TI DISCUSS THE COLOR OF THE SOFA (THINKING I HAD BEEN GIVEN THE WRONG COLOR) AND HE SAID IT ONLY CAME IN THAT COLOR AND ASKED IF THERE WAS ANYTHING ELSE I WAS CALLING FOR! I TOLD HIM AGAIN I WAS CONCERNED ABOUT THE LARGE DISCREPANCY IN THE COLOR, HE SAID THAT THERE WAS NOTHING TO DISCUSS BECAUSE THE COLOR IS WHAT IT IS. I ASKED HIM WHAT COLOR THAT WOULD BE AND HE SAID THE COLOR IN THE PICTURE, I ASKED HIM AGAIN FOR THE COLOR AND HE SAID SAGE, I TOLD HIM I DEFINATELY DO NOT HAVE A SAGE SOFA. I ASKED TO SPEAK WITH HIS BOSS AND HE SAID I WAS SPEAKING TO HIM, I SAID YOU SURELY HAVE A MANAGER OVER YOU UNLESS YOU OWN THE COMPANY AND I WOULD LIKE TO SPEAK TO THEM. HE SAID HE WAS IT, I ASKED AGAIN TO SPEAK TO A MANAGER AND THE NEXT THING I KNOW I HEAR MUSIC, I WAIT ABOUT 15 MINUTES WONDERING WHAT WAS GOING ON, IF MAYBE HE WAS TRANSFERRING ME TO HIS BOSS SINCE HE DIDN'T SAY WHAT HE WAS DOING. NO ONE EVER CAME ON THE LINE SO I HUNG UP. I CALLED BACK YESTERDAY AND LEFT A MESSAGE IN THE GENERAL VOICEMAIL BOX, NO CALL BACK.AT THIS POINT I AM PRAYING I DON'T HAVE ANY WARRANTY ISSUES BESIDES THE FOOT THAT ARRIVED BROKEN BECAUSE I FEEL LIKE I AIN'T GET ANY ASSISTANCE. I SEE THEY HAVE A GOOD RATING WITH YOU, BUT I FEEL LIKE I AM DEALING WITH A FLY BY NIGHT ORGANIZATION ANF SHOULD BE THANKFUL TO HAVE EVEN REC

Desired Settlement: I WISH TO BE CONTACTED BY THE MANAGER AS LONG AS THAT PERSON. NOT ****. I WOULD LIKE TO DISCUSS A SMALL ADJUSTMENT TO WHAT I PAID CONSIDERING THE COLOR SHOWN AND COLOR I RECEIVED LOOK NOTHING ALIKE.

Business Response: Your claim has been received and is currently in process by our damages/parts department (1 plastic foot).  We will have parts/replacement items sent to you shortly.  Should we have any questions or issues regarding your claim, we will contact you.  Shipment notification will be sent to you and you should receive your new items within the next 5-10 business days.  Our apologies for the problem with your order.  We will correct this as quickly as possible.

For the other issue:  This is our most popular sectional and is advertised accurately.  As it does have a multi color weave pattern it will have a varied appearance in
different rooms and under different lighting conditions.   No discount will be offered.

Thanks,
****Home Cinema Center