ComplaintsforHomary

• 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: **********************************

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 barstools from Homary on September 25th 2023. The items arrived did not look like what we saw online. In addition, they are wobbly and screws are jiggling inside each barstool. We packed up the items and took pictures as instructed. I have yet to receive return labels. Everytime I call and ask to speak to a manager they give me a run around. This business needs to be investigated for ethical matters.

  Business response

  10/11/2023

  Dear Customer,
  
  Greetings from the ********************** team.
  
  After confirming with our warehouse and product team, The stools you purchased and considered defective is actually due to the wrong installation; we were trying to explain and instruct you to fix that. But the very moment that you insisted on returning it, we still accepted your return and provided you with the free shipping label. We were trying to do the best we could for you.
  
  With best wishes,
  
  **************-Manager of **************** and Sales
  
  Email: **********************************
  Cell: **************
  
  Homary Social Engagement Team

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a solid wood desk from Homary.com on September 19. On September 22 the desk was delivered in 3 boxes. They were well-packed but very difficult to unpack so the boxes and packing materials would not have been reusable. Still, we kept them for about 7 days.On the very day we received the boxes we attempted to assemble the desk. The desk came with 4 parts - the desk top, 2 legs and a drawer. The desk top had pre-drilled and threaded holes for the two legs (4 on each side) and 4 in the middle for the drawer. The drawer fit perfectly. However, no matter which way we turned the legs nor on which side we tried to install them, the pre-drilled and threaded holes did not match up. I was able only to get in two bolts on each side, and the legs are therefore on crooked and the unit is not stable.I called customer care and they created a case ******** on September 22 that included a video they asked me to send showing the issue. They did not ask for a picture of the label from the box but did ask me to read the number to them, which I did. They said they needed to reach out the vendor and would get back with me on Monday the 25th. Not until the 28th did I hear back and then it was via email, asking me to try each leg on the other side. I responded that I'd already done that and they didnt fit. Then, I got a second email on October 1 asking me to do the same thing again. I responded that I wanted a refund and that I no longer had the boxes. No reponse.So, I called them. They didnt take the call so I left a voicemail. That created a second case (******) and they are asking again for all the same info, only this time they want pictures of the boxes, which I no longer have.It is clear they are not going to resolve this matter. I would like a full refund and am happy to return the desk if they will come pick it up.

  Business response

  10/09/2023

  Dear Customer,
  
  Greetings from the ********************** team.
  
  We are still confirming the issue with our manufacturer, and we will get back to you once we have an update if the item's defective or needs to be replaced. The replacement or refund will be processed after that.
  
  With best wishes,
  
  **************-Manager of Customer Service&sales
  
  Email: **********************************
  Cell: **************
  
  Homary Social Engagement Team

  Customer response

  10/09/2023

   I am rejecting this response because:
  
  It has been over 3 weeks since I alerted Homary of the situation. Homary is now saying that they never saw my initial response, despite multiple back and forth communications with their team. 
  

  Id appreciate ********************** resolving this with a refund to me within 48 hours. They are free to come pick up the unit pieces sent to me. I no longer have the boxes or packing materials.

  Business response

  10/11/2023

  Dear *********,
  Greetings from Homary team.
  Apologize for the back and forth, we are currently confirming if the leg should be replaced or the top, I will get back to you as soon as we could.
  With best wishes,
  **************-Manager of Customer Service&sales
  Email: ************************************************************
  Cell: **************
  Homary Social Engagement Team

  Customer response

  10/13/2023

   I am rejecting this response because:
  
  The holes on the top are not square and as a result they dont work with the legs. I also identified a crack on the top. I have repeatedly asked for a refund and to have them come pick up these pieces as I do t have packing for them. After all this trouble over multiple weeks I just want them to refund me so I can purchase something that isnt defective and that comes from a company that cares about their customer experience. ********************** is not that company.

  Business response

  10/21/2023

  Dear Customer,
  Greetings from ********************** team.
  I've processed your full refund of $805.59, you will have it in your original payment account within 5-7 business days.
  With best wishes,
  **************-Manager of Customer Service&sales
  Email: ************************************************************
  Cell: **************
  Homary Social Engagement Team

  Customer response

  10/23/2023

   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 do want to note, however, that this process took *************************************************************************** the first week.

  Thank you for your assistance.

• Initial Complaint

  09/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order in early August when website showed mid sep deliver. Now Ive been told it will be only after mid oct and theyre unwilling to share an arrival. *** reached out several times for a refund as my building out has significantly increased due to the delay and I cannot wait any longer. Reps have tried to coax with discounts, replacements etc. Now they have said someone will be in touch to discuss further.

  Business response

  09/27/2023

  Dear ****,
  
  Greetings from the Homary team.
  
  Thank you for getting back to us. Your reason to cancel the order was regarding the long-term delivery issue, but we never advertised it as a fast delivery. Even now, it's still going to be delivered in mid-October. Please see the below link to see all the details. The reason we wanted to convince you to keep your order is that this is your first time buying with us, and we do really appreciate that by providing some discount or expedite your shipment for you, but once we heard you were going to be late for your project, we cancelled your order immediately. Feel free to get back to me if you have any other concerns.

  ***********************************************************************************************************************************************************************
  
  With best wishes,
  
  **** Proud, Manager of **************** and Sales
  
  Email: **********************************
  Cell: **************
  
  Homary Social Engagement Team

  Customer response

  09/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that l though they agreed a refund: I was sold the product based on a mid Sep delivery, which was delayed to mid Oct and more recently was told early Nov. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The item which was a night stand which I saved up to buy, for my new apartment came without the hardware. I was informed that I needed to take pictures which i did, sent them and was told I would have a replacement within weeks. It has not happened. I have tried to contact them through email with no response. I have a feeling i have a defective night stand

  Business response

  09/23/2023

  Dear *******,

  Greetings from the Homary team.

  Sorry for the trouble. The main reason that your nightstand didn't include the handle and hardware was because of our mistake during quality control, and the replacement parts were not in stock so it had to be shipped from abroad, resulting in the long wait time. But your replacement order for the handle and assembly parts are already in transit and you should expect to receive it very soon. As of right now the package is in ********, **.

  Tracking number:4209740192748903396153000006034172
  Carrier:4PX

  With best wishes,

  *****-Manager of **************** and Sales
  Email: **********************************
  Cell: **************
  Homary Social Engagement Team

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a floating wall desk, the desk does not sit flush with the wall, see atttached pictures. When I purchased the desk there was only 1 review with 5 stars and no commnet. Hanging the desk as instructed, the desk does not flush againist the wall, tried 2 diffeerent walls. Went to Homary webiste and there are now 11 reviews, several review complaints desk does not sit flush wiht the wall. Called and emailed Homary twice, getting the run around, requesting to retuirn the freestanding desk, I do not have the box, Homary continues to ask about the box. I want to return the freestandng desk and purchase a freestanding desk.

  Business response

  09/26/2023

  Dear Customer,
  
  Greetings from the ********************** team.
  
  After confirming with our colleague in the product team, we've already confirmed that the item is actually not defective, the desk has to be attached to a cement wall. According to our return policy, for installed items and drilled items, it will not be available to return. Below's the link to our return policy. I hope you can understand us.

  ********************************************************************
  
  With best wishes,
  
  **************-Manager of Customer Service&sales
  
  Email: **********************************
  Cell: **************
  
  Homary Social Engagement Team

  Customer response

  09/27/2023

   I am rejecting this response because:
  

  The Homary website for the floating desk does not mention anywere in the descriptive nformation and instructions the desk is to be attached to a cement wall only

  and the weight of the desk is not shown only the length, width, and height. 

   

  Attached is the instructions of the desk and warranty. 

  
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Never order from this company! They shipped me 2 defective products and I've tried emailing, texting, and calling customer service for a week and they keep giving me the run around, saying only the manager can issue refunds, or sending me the assembly instructions. Their products look good on the website but they are just cheap, made in ***** ****, that does not work, does not assemble properly and they try to do everything to not refund.

  Business response

  08/28/2023

  Dear ********,
  
  Greetings from the Homary team.
  
  Sorry for the trouble. The main reason that we have not been able to provide you with a proper solution on both items is that we don't have proof for both items (pictures or videos). All we got was your claim that they were missing parts and hard to install. The whole delay was caused by that, but we will take your return and refund to show our good gesture in resolving this issue. All we need now are pictures of both items being packed up, so we can arrange the return for you.
  
  With best wishes,
  
  **************-Manager of **************** and Sales
  
  Email: **********************************
  Cell: **************
  
  Homary Social Engagement Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩