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BBB Accredited Business since

Home Cinema Center, LLC.

Additional Locations

Phone: (877) 327-0056 14800 Hull Street Rd, Chesterfield, VA 23832 http://www.homecinemacenter.com/ View Additional Web Addresses ! 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

A BBB Accredited Business since

BBB has determined that Home Cinema Center, LLC. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 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 55 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

55 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 1
Delivery Issues 7
Guarantee/Warranty Issues 5
Problems with Product/Service 39
Total Closed Complaints 55

Additional Complaint Information

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

The company notified BBB that the complaints received in our office are less than .01% of the company's customer base. The company has policies in place and customers have access to the policies with every notification received by their company. The company stated with each delivery, customers are given ample time to look over all merchandise and sign it. Damages generally occur when they move to a new residence with the furniture or move the furniture thru their house or building several days/weeks/ or months later. We do not cover claims of this kind and this describes nearly all of the complaints received by the BBB office. Going forward we will continue to broadcast policies we already have in place so every customer is aware.

The company has followed up with the BBB to issue the following modified information on their website:

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

Please accept all furniture and do not refuse any portion of the shipment.  This greatly expedites the resolution of the claims process.  With nearly all claim issues: parts can be ordered or simple repairs can be made on site by our network of experienced furniture technicians.  Refused shipments are subject to our standard Return Policy.

If the package should appear to be significantly damaged, accept the delivery and call us immediately so we can give you further instructions and expedite delivery of a replacement product. (All damaged product claims must be placed with in 48 hours of receiving the product Home Cinema Center will not be responsible for damaged product after the 48 hour window. If not reported within this amount of time we may not be able to assist you with the problem. You will be asked to provide photo's of the damaged items and to hold on to items until claim has been completed. We will do our best to assist you and expedite your replacement product but must be notified immediately to be able to do this.).  Once you have sent in all required information, please allow up to 5 business days for a response from our service department.

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Home Cinema Center, LLC.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

top
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
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Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business.
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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Industry Tips

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Web Addresses

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

The company notified BBB that the complaints received in our office are less
 than .01% of the company's customer base. The company has policies in place
and customers have access to the policies with every notification received by their
company. The company stated with each delivery, customers are given ample time
to look over all merchandise and sign it. Damages generally occur when they move
to a new residence with the furniture or move the furniture thru their house or building
several days/weeks/ or months later. We do not cover claims of this kind and this
describes nearly all of the complaints received by the BBB office. Going forward
we will continue to broadcast policies we already have in place so every customer is
aware. 

The company has followed up with the BBB to issue the following modified information
on their website:

Several changes have been made to this section of the site regarding policy procedures:
 http://www.homecinemacenter.com/help_answer.asp?ID=21#137#137Please accept all
furniture and do not refuse any portion of the shipment.  This greatly expedites the
resolution of the claims process.  With nearly all claim issues: parts can be ordered
or simple repairs can be made on site by our network of experienced furniture
technicians.  Refused shipments are subject to our standard Return Policy.

If the package should appear to be significantly damaged, accept the delivery and
call us immediately so we can give you further instructions and expedite delivery
of a replacement product. (All damaged product claims must be placed with in 48 hours
of receiving the product Home Cinema Center will not be responsible for damaged
product after the 48 hour window. If not reported within this amount of time
we may not be able to assist you with the problem. You will be asked to provide
photo's of the damaged items and to hold on to items until claim has been completed.
We will do our best to assist you and expedite your replacement product but must
be notified immediately to be able to do this.).  Once you have sent in all required
information, please allow up to 5 business days for a response from our service
department.