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Review from Sharis W.
2 stars03/12/2024
Ordered custom set of a couch and four chairs. Was delivered about 2.5 months later. In the haste to get every piece into position in our home, we didnt initially notice that the trim on the arms of one chair didnt match the base OR the rest of the set. When noticed after several weeks, we reported it to sales person and to customer service department. I, the customer, had to press customer service for responses. They didnt keep their word on calling us when they said they would. Nearly another 2 months has passed. They are not willing, at this writing, to replace the incorrectly made chair with a new correctly made to order custom chair. They propose taking it apart and piecing in matching trim. So, the new chair becomes a refurbished chair. This is not acceptable to us. We offered to return the chair for a refund, they declined. The choice they offer is between a mismatched chair or a refurbished chair. Neither comes with a discount for getting the chair that does not fit the custom order for new chair. Very disappointing service and proposed resolution for their mistake.
American Home Response
03/14/2024
We apologize to our guest for the lack of communication on our part at the start of the service request. We understand the customers concerns regarding the mismatch in the trim of one of the chairs and the subsequent proposal offered as a resolution. While we intended to provide a swift and effective remedy to the issue at hand, we recognize that our proposed solution did not meet the customer's expectations for their custom order. In response, we have contacted the manufacturer and communicated our guests concerns. At the manufacturer's direction, we have ordered new, pre-assembled arms with the correct trim for the chair in question. This approach ensures that the chair will not be repaired, but rather assembled anew with the correct pieces, aligning with the customer's expectations and our quality standards.American Home Response
03/14/2024
We apologize to our guest for the lack of communication on our part at the start of the service request. We understand the customers concerns regarding the mismatch in the trim of one of the chairs and the subsequent proposal offered as a resolution. While we intended to provide a swift and effective remedy to the issue at hand, we recognize that our proposed solution did not meet the customer's expectations for their custom order. In response, we have contacted the manufacturer and communicated our guests concerns. At the manufacturer's direction, we have ordered new, pre-assembled arms with the correct trim for the chair in question. This approach ensures that the chair will not be repaired, but rather assembled anew with the correct pieces, aligning with the customer's expectations and our quality standards.Review from Kelly M
1 star02/16/2022
Great furniture selection, BUT.....Disorganized The right hand has NO CLUE what the left hand is doing Management does NOT follow-up (3) failed attempts at delivery of one simple dresser Won't be buying anything from them ever again - TOO much run around and wasted time!!!!!Review from Victoria V.
1 star07/23/2021
American Home ********************************************* ********************************** Worst customer service Ive ever experienced, from the salesperson *************************** to two Managers, ********************* and *****************************.Waited one month for my sofa delivery and refused it due to it being a different color than the one I selected (store display). I spoke to *********** initially and she was very combative, was more worried about being right than resolving the issue.Next I spoke to Manager ***************************** who Said it could have possibly been a problem with the floor model tag as it has happened before and would check with the warehouse and call me back as soon as he could but certainly by the end of the day. (Never called me back).I then talked to another ******************* He had to research and call me back. ( Never called back).Again I spoke to **********************, he sent me an email photo of floor model Which was in fact the color I ordered but received a different color. I sent him an email photo of the picture I took on the day I ordered and a photo of what I received (clearly a different color). He attributed the color difference to lighting issues!! Finally after four days and no resolution, I requested my $765.00 deposit and cancellation of purchase.These people need some serious training on ***************** They seem to be more worried about being right than providing good customer service.Bottom line after calling the Manufacturer on my own I found out that the color on the floor was a canyon ***** and what was delivered was a ***********************. Oh imagine my joy in confirmation that my age 68 eyesight is still working.
Customer Review Rating
1.33/5stars
Average of 3 Customer Reviews
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