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Business Profile

Furniture Stores

HW Home Boulder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Chairs were delivered and I requested to refuse due to the wrinkling of the leather. They said they would work it out and to accept them. Now they tell me they are not leather and I can not return them. They sold them to us as leather and now they say they are faux leather. We asked on separate occasions 2 different salespeople who told us they were leather. The showroom chairs are not wrinkled. The fake leather has loose upholstery and the arms of the chairs are loose. The owner refuses to let us return them on misrepresentation of product and on faulty upholstery, structure. I am a victim of a wildfire and disabled and this is clear manipulation to make a sale of monies I cannot afford to lose.

  • Initial Complaint

    Date:08/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a table that arrived damaged and in the wrong size. I was going to refuse delivery but store recommended I keep it until a replacement would arrive. Unable to provide a replacement of correct size, the store agreed to refund 20% of the purchase price. I have called multiple times and they have repeatedly assured refund would be forthcoming but have failed to issue the refund

    Business Response

    Date: 09/01/2023

    At HW Home we pride ourselves on providing the best customer service possible. We had a wood dining table shipped to ******** in *****. Upon receiving the table, she was unhappy with the finish and the size of the table. Please note that each table order comes from a unique tree, which means that there is a risk of the dimensions not matching the exact specifications. Despite this, we understand that ******** was not satisfied with the table she received.

    ******** was very patient as we stayed in close contact while we worked on solution.  After carefully reviewing the situation, we found that the manufacturer reported no issue with the finish. Instead, it was simply the way the stain took to the wood. We continued to show the table in our showroom once it was cleared of any issue. However, we wanted to make sure that ******** was happy with her purchase. Therefore, we immediately applied a 25% retroactive discount to her table. This was applied as store credit to her account until we were able to obtain a credit card to refund the discount to. Although the refund took longer than anticipated, we refunded the discount on her credit card.

    We apologize for any inconvenience or delay in communication that ******** experienced during this process. Our team is always working to improve our customer service experience.

HW Home Boulder is NOT a BBB Accredited Business.

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