ComplaintsforHomary

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 7 March 2024 Amount paid: $1,098.35 What the business committed to provide: One Modern Black Egg-Shaped Smart Toilet High VersionWhat is the nature of the dispute: I purchased this toilet in good faith, based on the online description, version (high not standard) however, the company sent me the lower standard version instead of the high version.Whether or not the business has tried to resolve the problem: No. The business is declining to have no knowledge of the high version features even though it is listed on their website and several other websites. They are only offering $100 to keep the toilet and not replace it with the correct version.Account/order/tracking number: Order number USA240307081233 FeEx Tracking ************ If the issue involves advertising, when and where the add was seen or heard: False advertisement. ********************************************************************************************************************************** This is a clear case of false advertisement to mislead the consumer. For this toilet there are two versions (High and Standard). The high versions has the automatic toilet cover/lid sensor, and the standard version does not. The high version is demonstrated in the company's video of the white toilet with the blue light under the toilet to signify the automatic sensor. Also the foot button on both toilets are different. The high version as a foot sensor to automatically raise the lid, where the standard version has a foot button to flush the toilet. In the attachment you will find pictures of both version and the standard version I received. You will also see links to other websites that sell the same toilet in the high and standard version. I also have verifying comments from the Chinese manufacture stating the difference in the two version. Even with all of this, Homary is claiming the high version does not come with a foot sensor. I am a Vet and I have never experienced this before

  Business response

  03/18/2024

  Dear ****,

  Please accept our sincerest apologies for any inconvenience caused to you. I'm actively working to address and resolve your issue as quickly as possible.
  
  After thorough consultation with our product team, we have confirmed that the high-end version of the toilet does not include a foot sensor, consistent with the accurate description provided on our website. While you mentioned that the foot flush button is broken, we have not received a video demonstrating the issue. Can you provide this video for us to review? Additionally, as we have not received any specific documentation from you thus far, in order to better address your concerns, we have attempted to reach you via phone, but unfortunately, we have been unable to connect. We have left several voice messages providing relevant guidance. Alternatively, do you have any convenient way for us to communicate in a timely manner?
  
  If the toilet is indeed defective, please don't worry. You have the option of returning it for a full refund, or we can explore an alternative solution that meets your needs. My first priority is to find a solution that satisfies you and effectively resolves your problem.
  
  Thank you for your understanding and patience while we work to resolve this issue.
  
  Sincerely,
  
  Jerry Frau
  Customer Service Manager, **********************
  Email: **********************************

  Customer response

  03/19/2024

   I am rejecting this response because: Homary's statement about the high toilet version does not have a foot sensor is false. I have already provided them with the video to prove it. In addition, pictures are on their website that shows the high and standard versions. Look closely at the pictures you will see one toilet has a foot button that protrudes outward. This is the foot flush button for the standard version. Another picture you will plainly see the foot button is flat indicating it is the foot sensor. The foot sensor control the automatic raising of the  toilet lid and toilet seat. In Homary's video you will see a light illustration under the toilet indicating the foot sensor. They also have the statement from the Chinese factory stating the high version has the foot sensor and the standard version only has the manual foot flush button. Homary is selling two versions of this toilet however they are only providing the consumer with the standard version even if the order is for the high version. This is simply a case of false advertisement and deception. The evidence I have provided clearly supports my claim. All I want is either a full refund or a replacement with the true high version. 
  
  
  

  Business response

  03/23/2024

  Dear ****,
  Please accept our sincerest apologies again for any inconvenience caused to you. I'm actively working to address and resolve your issue as quickly as possible.

  After confirming with our manufacturer again, the foot button on the toilet(high version) is the button for flushing and actually has no foot sensor. And the description on our website does not say that the toilet(high version) is equipped with a foot sensor. To resolve the issue, we could process return for you or offer a good discount if you could keep using the toilet. We will ensure that you will be satisfied with solution given and thus we can close the case as soon as possible.
  
  Thank you for your understanding and patience while we work to resolve this issue.
  
  Sincerely,
  
  Jerry Frau
  Customer Service Manager, **********************
  Email: **********************************

  Customer response

  03/27/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Homary, in good faith has provided me a full refund for the damaged toilet and the mistaken communication in reference to the different versions. This will allow me to purchase the correct version from a different vender. Thank you Homary and I look forward to do business with you. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sent me 4 damaged chairs, I sent them pictures and video proof of the damages. They finally approved and emailed me 2 prepaid return labels for both boxes (total 4 chairs). Spoke with a customer rep and was assured the return packages were delivered to them and I would receive the refund at any day. I called today 13 days later and now a rep is stating that my refund hasnt been processed because the labels werent paid and was charged to the company. I am beyond frustrated at this point. They have the items and lying everytime I speak to someone. They are scammers and stealing money and should be reprimanded. I am going to seek legal action at this point. I want my full refund now!! I have a case # and all the different customer reps I speak to have no idea whats going on. Bounce around a bunch of lies and excuses. I have photos, videos and emails of their wrong doings as proof. Its been an ongoing battle and I want it resolved immediately with a full refund as promised.

  Business response

  02/25/2024

  
  Dear *******,
  I hope this email finds you well.
  Our sincerest apologies for the inconvenience we have caused you and I am doing my best to resolve your issue with immediate effect.
  After checking and confirming, the refund has not been processed successfully due to an unexpected system error.  My team have already fixed the error and ensured the refund process is ongoing. Please do not worry as you will get the refund in next 5-7 days. I will keep following up the process until you get the full refund.
  Thank you for your understanding and patience.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

  Customer response

  02/29/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the full refund. Thank you 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bougtht an armoire from Homary and had to wait 3 months for it to be delivered. The doors are damaged and I wrote customer service to help with this. They said they could replace the doors but I would need to wait ***** weeks for it to be delivered? It has to come by sea etc. So thats another 3 to 4 months to wait for it, and they can provide a 10% reimbursement. I feel like I have been duped out of alot of money, and while they have taken their revenue from me, I haven't been provided the service that i deserve for this amount of money. I am not getting anywhere with customer service, and now I am stuck with this damaged piece of furniture. I don't see how this is reasonable. I haven't posted a review yet, but this is just not right.

  Business response

  01/28/2024

  
  Dear *****,
  Hope this email finds you well.
  Our sincerest apologies for the inconveniences we have caused you and I am doing my best to resolve your issue with immediate effect. 
  I am sorry for that the lead time of replacement is too long as we currently do not have the item in stock. But if you are willing to wait for the replacement, we will compensate you a partial refund of the order. Or if it is possible for you to fix the armoire, we could offer you a big discount of this order. But if none of these are your options, you surely could choose to return the defective armoire and get refund. I will follow up immediately after you have confirmed which solution you accept.
  Thank you for you patience and understanding.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

  Customer response

  01/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dining chair that is not sold as a set; I decided to purchase the item to ensure that it was what I wanted before investing in getting more. I received the chair and was pleased with it and it matched what was advertised on the site. I placed a 2nd order for the same product so I could have a set. When I received the 2nd order, it was a different chair so I immediately reached out to Homary with pictures and an explanation that I did not receive the correct chair and the 2nd item did not match what was displayed on the site and I wanted to return the product and exchange it for the item that I purchased. They responded that they had made updates to the chair and no longer have the version that was still displayed on the website and that I previously received. I then requested to return both since I would not be able to have a set of the same chairs due to no fault of my own and was told that the return period had passed and I could only return the 2nd purchase. I explained that I did not initially intend to return the 1st item because I had the reasonable expectation that I would place the same order and get the same item but that was no longer an option and I now had a chair that I could not use as intended. They refused to let me return both items, when I pushed back and told them that they did not disclose any changes to the item on their website and are now falsely advertising and it is not acceptable to make that the burden of the consumer they responded that they can no longer accept a return of the 2nd order because the internal packaging had been opened - the internal packaging being the Styrofoam wrap that covers the entirety of the product and there is literally no other way but to remove it to get to the item. I removed it carefully, and it goes back on as I have since repackaged the item to return it. I would like the return to be processed and be refunded for the item.1-3-24 Order USA240103235594 11-27-23 Order USA231127215846

  Business response

  01/19/2024

  Dear ******,
  
  I trust this email finds you in good health.
  
  Our sincere apologies for any inconvenience you've experienced, and I am committed to resolving your issue promptly.
  
  Regarding the dining chair you recently received, I am expeditiously processing your return label and will promptly provide you with the necessary return information.
  
  Concerning the dining chair from early December, typically, we are unable to process returns for orders over 30 days, but I would like to make a special exception for you. Could you please repack the chair and share a photo confirming its readiness for return? Once we have this information, we will promptly process your return label for the remaining chair. Upon receiving the products, a full refund will be issued to you.
  
  Thank you immensely for your continued patience and understanding.
  
  Sincerely,
  **********;*********
  Senior Account Manager, Homary
  Email: **********************************

  Customer response

  01/21/2024

   I am rejecting this response because:

   Thank you for the response; Prior to this response I have received emails from Managers regarding this issue and due to me no longer having the original packaging for the first order I was informed that they would be unable to send me the appropriate packing materials for that return but advised that I could if I could repackage the item they could process the return. As an alternative, I was offered an 80% refund for that order in lieu of packaging the product at my own expense. I have accepted the 80% refund for that product and was sent the return label for the most recent order to be returned. 

  Due to the history of inconsistent communications, I would like to keep this complaint open until it has been resolved fully. I will be taking the return to the carrier within the coming week and would like this to stay open until the refund for that product has been received. 

  Thank you.

  Business response

  01/24/2024

  Dear ******,
  
  Hope this email finds you well.
  
  We sincerely appreciate your acceptance of our proposed resolution, and we understand your concerns.
  
  I am pleased to inform you that the 80% refund for the first chair has been successfully processed. Furthermore, I want to assure you that we are diligently working on the timely processing of the full refund for the second chair, which we have received.
  
  If there are any further concerns or if you require additional assistance during this process, please feel free to reach out. Your satisfaction remains our top priority, and we are committed to addressing this matter thoroughly until it is fully resolved.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  Davis *********
  Senior Account Manager, Homary
  Email: **********************************

• Initial Complaint

  01/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased eight stools in Nov. from Homary. One of the eight chairs was defective, the rod to the chair was bent and the screws were stripped. I spent a month over email requesting to return the chair and each time I asked to return the chair, the customer service agent requested I send additional photographs and videos of the problem. They finally agreed to send a new chair and the replacement had the same problem. Per their policy, I send videos and photographs of the defect and they refuse to send a return address for the item. Instead each email response is a request for additional photographs.

  Business response

  01/03/2024

  
  Dear ******,
  Hope this email finds you well.
  Our sincerest apologies for the inconveniences we have caused you and I am doing my best to resolve your issue with immediate effect.
  We never mean to cause you any trouble. The reason why we request to get photos from you is to confirm if the bar stool is defective or not. We ensure that a satisfying solution will be provided to resolve it if there's any quality issue. I understand that it may be inconvenient for you to send the photos and we could definitely process the return per your request. We will follow up immediately after your confirmation. After the bar stool has been returned, the full refund will be issued immediately. Please rest assured as we will make sure this issue gets resolved smoothly.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the item based on the photo from the advertisement and its cheap, and the material is different and not the same color on both side. I reached out ASAP with in 5 mins of getting this item telling the company that the colors are orange and white in the photo is all orange. the material is not leather and it just isnt the say as the picture and NOT the same quality. I wanted to return it but they stated no refunds. ITs not the same looking item as you all advertised but they will not return my emails. I just want to return the item. IT they would have advertised what I rec'd I would not have paid ***** for the item

  Business response

  12/01/2023

  Dear ******,
  
  We hope this email finds you well.
  
  Our sincere apologies for the time it has taken to have this case escalated to me. I wish to resolve your case with immediate effect so we can process your refund.
  
  As you are unsatisfied with your wall decor art, please be assured that we will definitely protect your eligibility for a return and refund. And we'll assist you with the whole process of return. We simply need you to provide us with a photo of the repackaged product so we can see that it is ready for return and we *********;process your prepaid return label. If you no longer have the packaging please inform us.
  
  Your honest feedback regarding our product is being seriously looked into and we are aiming to update and upgrade this product.
  
  Sincerely,
  *****
  Senior Account Manager, Homary
  Email: **********************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received damaged/broken and unusable goods from Homary. They are only offering a 10% refund due to 'their bottom line profit' which is ridiculous as a consumer. I have called 4 times and emailed that I wish for a full refund as the product they sent is unusable and damaged.Here is their response:We totally understand your situation, and please allow us to sincerely apologize for any inconvenience we've caused you, and we'll try our best to help you.After we checked the previous email, we could see that there are some defective parts on item #J021123-US-ALO.The item has been damaged during logistics and transportation, possibly due to a collision or squeeze. As it turns out, we have no control over these incidents.Your order has traveled a long way from the supplier. In addition, international shipping is very time-consuming and laborious. As you could imagine, we only keep a tiny profit on your order, and it's a pretty heavy and complicated procedure if you need to return it.After we check the photos, we could see that the cracks, which would not lose its function. For the outlook, we highly appreciate it if you could accept a partial refund, which might help you resolve the problem.Regarding this inconvenience you've experienced, we're wondering if there is any possibility to allow us to compensate a 20% refund to your original payment if you could kindly keep it for use.

  Business response

  11/28/2023

  Dear *****,

  I'm the manager ***** from Homary, hope this email finds you well.

  Our sincerest apologies for the inconvenience we have caused you regarding the return of your damaged toilet.

  Please rest assured that the return of your toilet is our foremost priority. It appears that your toilet was damaged during shipment, and I sincerely apologize for causing you great inconvenience.
  

  To ensure your case is resolved immediately, I am currently urgently processing your full refund so you can receive it in a timely manner. You can expect to receive your full refund within 3 to 5 days. There is no need to return the damaged toilet, so you can dispose of it, you don't need to return it to us.
  

  We certainly had no intention of delaying your return process or your full refund, we were just wondering if there was a better solution to your case. I will be looking to streamline our return process so as to improve our customer experience.
  

  Thank you so much for your continued patience and understanding.
  

  Sincerely,
  *****
  Senior Account Manager, **********************
  Email: **********************************

  Customer response

  11/28/2023

   I am rejecting this response because:  They have sent the exact same message for the past 4 days and I still do not see a credit on my credit card, nor have they sent a confirmation email providing the amount of the refund.  They are simply regurgitating the same email over and over again with no action behind it.  The refund amount should be $675.21.

  Further, when I log into my order page, you can see that they have cancelled the refund (see attached).

  The problem they've put on me is further complicated by the fact that I now have a non-working, broken, unusable toilet that I cannot lift, move or dispose of sitting in my foyer.

  
  

  Business response

  11/30/2023

  Dear *****,
  
  Hope this email finds you well.
  
  I can confirm that we have issued a full refund of $675.21, you should be able to see the refund in your credit card. You don't need to return the toilet to us, because we want to resolve your case in the shortest amount of time possible.
  
  Our sincerest apologies for the inconvenience we have caused you with your order. Your immediate refund and resolution is of utmost importance to us and we hope to continue streamlining and improving our after sales services.
  
  Thank you so much for your time and efforts.
  
  Sincerely,
  *****
  Senior Account Manager, **********************
  Email: **********************************

  Customer response

  12/01/2023

   I am rejecting this response because:
  
  I still do not see the credit.  I want to leave this open until I receive the credit.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  order a sofa on July 4th (and charged the same day). on September 22nd got a delivery of three pieces of which one was the wrong one. we wanted to return the sofa but was convinced to keep the two pieces and they would send the replacement piece within a week (and a discount). as time passed i ask for a full return and refund but only the wrong piece was picked up on October 16th! and was promised that the replacement was going to be in my house that same week. as that didn't happen, i ask for the remaining two pieces to be picked up and get my refund, a month later I still have the to boxes in my house, no refund, and no date for it to be resolved. costumer service manager(s) constantly lied and misrepresented what was going on. a lot of excuses and lies, cannot believe or trust anything they promise as the situation has not been resolved and no resolution in sight. Thanks.

  Business response

  11/09/2023

  Dear ******,
  
  I'm the manager ***** from Homary, hope this email finds you well.
  
  Our sincerest apologies for the inconveniences we have caused you regarding the return of your 3 seater sofa.
  
  Please rest assured that the return of your sofa is our foremost priority. The pallet is necessary for the return, but since you no longer have it, we are trying to deliver the correct left piece with the necessary pallet so you can return the entire sofa and get a full refund.
  
  We are urging the delivery of the correct left piece including the pallet, and have been continuously communicating with the carrier so that a prompt delivery can be arranged. The delays for this shipment appears to have been caused by the carrier, and their delivery service and speed is out of our control. Once the package is delivered, you will be able to repackage everything you have and immediately return the entire sofa.
  
  I believe this is a fair and reasonable solution for your case, I truly hope we can bring your case to a resolution.
  
  Sincerely,
  *****
  Senior Account Manager, **********************
  Email: **********************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 18th, 2023, I bought furniture from this website (online purchase).The order number (USA231018199921) included the following:1. 79" Sleeper Sofa 2. Tripod Lounge Chair (2 nos)3. 126" Off-white L-shaped Sectional These were delivered to us on Oct 24th.After opening up and checking the items, we found that the 79" Sleeper Sofa was not comfortable:- Did not come with a head rest - Did no have incliners to adjust for comfort - Was not comfortable when converted to a bed (foams provided not thick enough, cannot be strapped and could move)Request to return was launched 2days from purchase, on Oct 26th.RMA No:A2310270029019665517 I approached Homary on 24th on the service number on their website *************).This number was not Homary service but was giving up $100 coupons for ******** Even though, I asked for Homary support they said, I was selected for $100 coupon and would not support my request.I figured that only support was through their "Online Chat" which was difficult because the connection was dropping all the time and I was reassigned to somebody new. Eventually I was able to get a ticket (#*******) registered.The support team indicated that return can be honored but if there was no issue with the item, I would have to bear the return fees. However I never got an estimate from Homary.I was also told to pack the item with original packaging and keep it ready - which I did. But the latest email says that they cannot accept this at all, because they cannot sell this to others.I was offered a 10% discount to keep it - which I have not accepted, because we dont want this product.Their current offer is 20% discount to keep it. I have declined this. I want this product to be picked up.

  Business response

  11/03/2023

  Dear *********,
  
  Greetings from the Homary team.
  
  Our sincere apologies for the inconveniences we have caused you.
  
  We understand you are not satisfied with your sofa and want to return it, but as you have read on our 30 day return policy, we are unable to process returns for any installed items as it would not be able to be resold.
  
  Regarding your complaints with the sofa, we would need a video of the metal frame shaking in order to confirm that there are defects with your product. On October 26th we requested photos and videos to show all the defects. You sent us multiple photos of the sofa, but no video or photo that would allow us to view and confirm the issue of the shaking metal frame. Without proper evidence of the problem, it becomes challenging for us to confirm and assist you in resolving it. 
  
  Although we are unable to confirm your sofa's issues at this moment, we are eager to resolve your case and reach a satisfactory agreement as soon as possible. Hopefully you can provide us the video so we can provide you the necessary solution asap. 
  
  Thank you for your understanding.
  
  Sincerely,
  *****
  Senior Account Manager, Homary
  Email: **********************************

  Customer response

  11/03/2023

   I am rejecting this response because:
  
  On Oct 26th when I registered my RMA request with Homary, I was able to get someone on the Chat to describe the issues we had. Soon after I was told to pack this using its original packing materials and share the pictures.

  I have done as I have been told.

   

  Homary is requesting to make a video of the frame shaking. This product is now fully packed and is ready for shipping. Moreover, We cannot share a video to show how we experience using this product. Its best described when one sleeps on it and the 3-4 cushions move and we do not feel comfortable.

  I have sent this to Homary in my response but they are insisting that I send them a video, which is very difficult to explain!

  Business response

  11/09/2023

  Dear *********,
  
  Thank you for your response.
  
  According to our return policy, we generally require photos or videos that can illustrate the issue or defect with the product in order for us to confirm it and assist you in the best way possible. Products that have been already installed are also not eligible for return as as written in our return policy.
  
  However, in order to resolve your case, I am urgently processing your return and arranging pickup with the carrier. We will also be covering the return shipping fees so you will be receiving a prepaid label.
  
  Your prompt refund and case resolution is of paramount importance to us.
  
  Sincerely, *****
  Senior Account Manager, **********************
  Email: **********************************

  Customer response

  11/10/2023

   I am rejecting this response because:
  
  The product has not been picked up and I would like to keep this open until the refund is complete.

  Althought the message from ***** says yet they would process a full refund, heres a message from Homary from 9th Nov, 2023.

  Sunny
  2023-11-09 14:57:15
  
  Dear customer,
  Hope you are well and sorry for keeping you waiting.
  Enclosed isthe pre-paid return label of  Road Runner and the authorization sticker, the driver will collect it on November 10th. The return fee is 295.33 USD. Please read our return policy and below instruction. There are a few things that you should know: 
  Make sure all the parts are inside wrapped in their original shape. And don't put in any paper that wasn't inside originally.
  Print the sticker attached to this email and stick it on the front of the outer package. Be sure to remove the original shipping label, or put the new sticker to cover the original shipping label.
  Secure the package on top of a pallet, then get it ready on the side of the road beforehand as the driver won't go inside. And take a quick picture while handing over the package to the driver and ask for a collection invoice just in case.
  According to our return policy, the refund will be processed only after our warehouse completes the inspection which takes 5-7 days.

  I was informed of a 9am pickup, which has passed. After calling the trucking company at 9:30am, I was told thats scheduled between 3-5pm later today.

  i will wait for this to be picked up and would like to keep this complaint open until the refund is completed. I really appreciate your help, please.

  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  USA230918216835 Order Date:Sep 18, 2023 $3020.97 Homary sold me defective and damaged sofa, I provided video to show them proof as requested. Homary now expecting me to buy expensive boxes and pay over $1000 for return delivery because theyre mistake. **************** refusing to resolve the problem!

  Business response

  11/01/2023

  Dear ********,
  
  Greetings from the Homary team.
  
  Our sincere apologies for the inconvenience we have caused you.
  
  We understand you are not satisfied with the quality of the products, but we communicated with our manufacturer regarding your complaints about your sofa, and there isn't anything wrong with the cushions or the fabric of the sofa. The softness of the cushions is normal, as they have been upgraded to be more comfortable. The fabric issue you mentioned is a property of velvet and not a defect either.
  
  Since there are no defects with your product, according to our return policy we would have to deduct the return shipping fees from the refund.
  
  In addition, you would need to prepare your own packaging and pallet, and then send us a photo. Without the necessary packaging, no carrier would be able to arrange a pickup for you. Once we have this information we will be accelerating your return process and send the prepaid return label to your email.
  
  We hope to resolve your case asap by assisting you in returning the sofa and rugs smoothly so you can receive your refund as soon as possible.
  
  Sincerely,
  *****
  Senior Account Manager, Homary
  Email: **********************************

  Customer response

  11/01/2023

   I am rejecting this response because:
  Sofa is damaged and with multiple defects! seller refusing to assist with return, even after I provided proofs! 
  
  

  Business response

  11/03/2023

  Dear Olha,
  
  Greetings from the Homary team.
  
  We truly want to arrange a return for you immediately, but it is the carrier that will refuse to schedule a pickup if they don't receive the photo of the packaged product. Large items such as your sofa need careful packaging to provide it adequate protection during the return shipment. The sofa would risk being damaged without proper packaging and that is why the carrier needs these photos.
  
  Once we have these photos we will be urgently processing your prepaid label and arranging your return right away.
  
  Your prompt return and refund is our utmost priority and your understanding will be greatly appreciated.
  
  Sincerely,
  *****
  Senior Account Manager, Homary
  Email: **********************************

  Customer response

  11/04/2023

   I am rejecting this response because:
  Product already damaged! Homary makes unreasonable demands and asking me to buy $1000+ packaging itself for their defective/damaged product! I want full refund 
  
  

  Business response

  11/09/2023

  Dear ****,
  
  Thank you for your reply.
  
  The product issue you reported has been double-confirmed with our product team. It appears that the unstable part is caused by an incorrect installation.
  
  The installed position between the foot pad of the sofa may be too narrow, which could be causing the problem. Adjusting the position should resolve this issue. The sofa is priced at approximately $2800, which unfortunately means a significant loss for us.
  
  In order to provide a satisfying resolution for you, I am personally processing your $600 compensation for the pickup of your order which you can expect to receive within a span of 5-7 working days. You will have received a full refund+a $600 compensation in total.
  
  Should you need further assistance, please feel free to contact us anytime via email, phone call, or live chat.
  
  Yours sincerely,
  *******************
  Customer Service Manager
  Email: **********************************

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