ComplaintsforHome Shopping Malls, Inc.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number ********* I purchased furniture from ******* ********* on April 22, 2022. I have been trying to resolve this issue since then. I purchased bedroom furniture which cost $593.22. I financed the furniture and am still making payments on furniture which is UNUSABLE! There were scratches on it when the furniture was removed from the box, the knobs have fell off the drawers, the dressers have fallen over and caused bodily injury, and the facing on the drawers came off. ******* ********* WILL NOT take any responsibility for their HORRIBLE products. When I call Customer Service, no one calls me back. When I send an email, I receive an automatic reply and no one REPSONDS to my email. I have contacted ******* ********* at least ten (10) times. They have only given me $25.00 for the issues outlined above. PLEASE NOTE:I am having difficulty uploading the pictures showing the scratches on the furniture. I have them, though.

  Business response

  11/02/2023

  Customer ordered 3 items from our website on 4/20/22. One nightstand for $92.99, a 5-drawer storage chest for $165.99, and an 8-drawer dresser for $243.33. These items were delivered on 4/26/22. Per the policies listed on our website as well as in the email sent to the customer, it is clearly stated we need to be notified immediately of any damage to an item. In addition, we also indicate that a customer must keep the packaging if there are any issues with an item. The 3 items ordered are all manufactured by the same company.  We also indicate on the products’ information page on our website; this manufacturer has a 30-day warranty for any manufacturer defects.
  All 3 items were delivered on 4/26/22. These three items: a nightstand, a 5-drawer chest and an 8-drawer dresser all come in pieces and have to be completely assembled.  Customer first contacted our company via phone on 6/3/22, over 30 days after the items were delivered.  They explained there was damage to the items.  Customer was told that since it had been more than 30 days, we may not be able to resolve the issue, but we would try.  As per our usual policy and procedures, we requested pictures of the damage, pictures of the box and asked what specific part numbers were damaged as all three items had to be assembled. Customer only sent pictures of the items in full use on 6/7/22 and explained they no longer had the assembly guide to provide part numbers and they also did not have any of the boxes. The 3 pictures the customer sent showed very minimal, minor scratches on 2 parts of an item (see attached). Since the items consist of many parts and only 2 were showing minor scratches, we offered to send replacement parts if the customer could indicate what specific parts were damaged. Customer explained they did not want replacement parts.  Customer wanted more than half of the total paid refunded. Customer was also unwilling to disassemble items to return for a refund. Based on the pictures provided, the items were in full use and many of the drawers were so full of clothing, the drawers could not close.  These items have to be assembled and if not assembled properly, they may not function properly. Since the customer had been in possession of the items for 2 months without notifying our company of any issues, we offered a courtesy credit of $25.00. We have replied to every email the customer has sent.  Replies were sent on: 6/6/22 & 6/23/23. Our last email sent to the customer on 6/23/22 informed the customer of the courtesy credit we issued.  The next correspondence came via email on 1/13/23 (6 months later) from an attorney on the customer’s behalf. The letter requested for our company to issue a refund of $300 to the customer.  We responded to the attorney’s request with details. We never heard back from the attorney after responding that we would not be able to issue the customer a $300 refund.  The next call from the customer was 7 months later on 7/10/23.   Since customer had previously contacted an attorney, we wanted all correspondence moving forward to be in writing.  Customer continued to call our office and we would respond to the customer by sending an email.  Emails were sent on: 7/12/23, 7/13/23, 7/20/23, & 8/1/23.  The pictures of the items the customer has provided clearly show the items being used. If customer would have reported the damage within a 30-day timeframe from when the items were delivered, we would have been able to provide replacement parts for the damaged parts. Based on the pictures and information provided, the item had been in use by her son for 2 months before the customer contacted our company. At that time, the only damage being reported was 2 minor scratches.  Based on the pictures customer is now providing, the items may have been assembled poorly and may not be being used properly. It has now been over 1 year since the customer has been using the items. Based on the recent pictures provided by the customer, the items have been and are still being used although customer claims they are “unusable”.  The items the customer purchased had a 30-day warranty and customer first contacted us over 30 days after having received the items.  We still offered to send replacement parts, but the customer declined that offer in June 2022.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered dresser...was defective....they sent me return authorization....i personally returned the dresser back to their warehouse left it right near the loading dock as instructed. I have not received a refund of the $309.00 i paid. I ordered it around may of this year and returned it in about June or july of this year. attached is a picture of the dresser as i left it near their loading dock as instructed

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/11/03) */ The return instructions sent indicate to send the tracking information to our company for the return shipment. Our manufacturers do not allow customers to return items directly to their warehouse. We were not contacted in advance by the customer to confirm if the item could be returned directly to the warehouse. We were made aware once the customer was already at the warehouse. After contacting the manufacturer, they confirmed they informed the customer they could not accept returns in this way and would not be able to accept the package. No proof was provided that the warehouse took possession of the package as the customer was told they would not do so. Customer was aware refund could not be issued if there was no proof the warehouse took the package into their possession. Customer was informed they could not just leave the box outside. Customer was never instructed to leave by the loading dock. If the customer chose to leave the package outside the warehouse after being informed we could not process the return if this was the case, we cannot issue a refund. It was explained to the customer over the phone by one of our representatives as well as the warehouse staff while they were at the warehouse, they could absolutely not just leave the package outside without obtaining proof the warehouse accepted the package for the return. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) THE COMPANY ACKNOWLEDGES THAT I RETURNED THE ITEM AND LEFT IT AT THIER WAREHOUSE. THEREFORE, THERE IS NO REASON NOT TO ISSUE THE REFUND. AS IT STANDS NOW, THEY HAVE THE ITEM AND THEY HAVE MY MONEY. THAT IS WRONG. THE METHOD OF RETURN IS IRRELEVANT. IF THE ITEM WAS RETURNED AS THE COMPANY ACKNOWLEDGES THEY MUST ISSUE A REFUND. IT IS WRONG FOR THEM TO KEEP THE ITEM AND TO KEEP MY MONEY.PLEASE JUST ISSUE THE REFUND. THANKYOU Business Response /* (4000, 9, 2022/11/10) */ The return was not confirmed or accepted. Customer was informed numerous times the return would not be accepted at the warehouse. Consumer Response /* (4200, 11, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. your return authorization letter of 6/3/22 gave the address in industry city as the address where to return it. that is where i returned it to. 2. Regardless, it is pure theft for you to now have the item and not give me the refund. as long as the item has been returned and you have the item it is nothing but pure theft to not refund me money. Yes, shipping instructions are needed to verify that an item has been returned. They cannot be used as a pretext to refuse a refund when you have the item. And, yes, what could be better proof that it was returned than returning it in person. 3. again, all you have written confirms you have the item. you are therefore obligated to give me a refund. it is pure theft to now that you have the item to not give me a refund. you can not use such technicalities as an excuse to deny a refund for an item you know you have. Business Response /* (4000, 13, 2022/11/23) */ It has never been confirmed the item was received and in possession by the manufacturer. It was made clear the item would not be accepted in person at the warehouse. We are firm in our stance and are unable to issue a refund.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Huband ordered a small decorative chest piece for my anniversary gift. Upon opening the package, it was extremely damaged. Side panel disconnected, 3 out of 4 leg pieces broken & drawers won't open. The business "totally furniture" is completely ignoring our messages to return or replace the broken piece.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/11) */ We apologize for the inconvenience with this order. We received an email on 6/29 indicating customer wanted to return the item as "it is smaller than expected." We sent a response on 7/5 explaining our return process. On 7/5, we then received another email indicating the item was damaged. We responded the same day (7/5) requesting part numbers and pictures of the damage. We sent a "receipt of information/pictures" email on 7/7 that indicated it may take a few days to have the replacement processed. On 7/8 we sent an email to inform customer to place the item outside for ***** to pick up. Customer asked if it can be picked up from their home instead of their place of business and we agreed to do so. On 7/8, we also issued a full refund.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a desk 16 months ago and most of it has already fallen apart. Even sent them photos. Company says manufacturer warranty is 1 year, but Totally Furniture should stand behind their merchandise. Paid almost $225 for it and it's now going in the trash. Order #*********

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/06/27) */ The desk was purchased 16 months ago and the manufacturer's warranty is for 1 year. Our website clearly states: All our products are covered under their manufacturer's warranty and handled by the manufacturer. It was indicated this desk was being disassembled and this is when it started to fall apart. Unfortunately, we cannot replace an item or issue a full refund if it was purchased over 1.5 years ago and out of the warranty period. Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the desk was purchased 15 months ago, it still should have not fallen apart even though it was being disassembled to move. Nothing heavier than paper was every put on top of it or in the drawers. Screws were popping through the cabinet before it was taken apart and the file holder in the draw was also broken before it was taken apart. I realize the manufacturer has a warranty period, but you as the vendor should stand by your merchandise. It was over $200 and lasted 15 months. That's not quality merchandise. Business Response /* (4000, 9, 2022/06/29) */ Many products are made differently and vary in quality. We do not advertise or indicate we guarantee every product we sell for a specific period of time. Per our website, our terms and conditions state: All our products are covered under their manufacturer's warranty and determined by the manufacturer. You are welcome to contact us regarding any questions concerning a warranty policy before you purchase through our company. Warranties vary from 1 month - 10 years depending on the manufacturer. Consumer Response /* (4200, 11, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I realize that many products are made differently. Maybe you shouldn't carry items that fall apart after 15 months of normal use. I understand you have to sell items at lower costs than others, but with that doesn't mean the item shouldn't have a life span of less than 15 months. While the product was not extremely expensive, it was over $200 and should have lasted longer than it did. I'm very disappointed in your company and the fact that you wouldn't offer any type of refund or credit. Business Response /* (4000, 13, 2022/07/15) */ If we receive numerous complaints regarding a certain item on our website, our company policy is to remove the item and no longer sell it. This product has been sold on our website for a few years and has been a popular item. We have not received complaints regarding the quality of this desk. This item is also sold by many other companies with satisfactory reviews.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bar cabinet from totally furniture in October of 2021 and was charged in full $1643.20. I was told the cabinet would ship on December each month following I would get an email saying shippings been delayed a month. Now on June 22, 2022. I received an email saying my order has been cancelled and I was not refunded. I reached out to customer service and they were extremely rude and said "I chose to wait on the order". They did not offer any concessions or credits etc. clearly they do not care about their customers and will flat out steal from people and never ship product.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/06/27) */ We apologize for the inconvenience with this order. The item was ordered in October and was noted at the time of purchase it was estimated to restock in December. All of our restock dates are estimates as manufacturers continue to experience supply chain issues. Over the next few months, the restock date continued to be delayed and updates were provided regarding the delay via email. At any point prior to shipment, we allow our customers to cancel for a full refund. When we were informed the item had finally restocked, the manufacturer of the item also informed us all their shipments of this item had been damaging in transit. Since we were aware our customers had been waiting for quite some time, we did not want to then have a damaged item delivered to them. If we are told the item damages easily, as a company policy, we do not want our customers to receive a damaged item so we discontinue the item from our website. When this was done, an email was sent to inform the customer and a refund was issued on our end the same day. We replied to multiple emails explaining the reason for the cancelation as well as apologizing for the inconvenience the unforeseen issue has caused. Customer has received a full refund.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/3/21 I purchased 2 cases of real flame canned gel fuel (24 cans per case) from Home Shopping Malls. On 11/20/21 one case was delivered by Fed Ex. I have emailed the company at their customer service email and have called and left a message regarding, 'where is the other case?' I have not received any reply in any form from the company. I checked the Fed Ex shipping details which stated that only one case was shipped. My order number is #HSM-XXXXXX. I want the other case to be shipped to me without any additional shipping charged to me. If the company is unable to ship to me immediately, then I want to be refunded to the goods they did not deliver.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/03) */ We apologize for this oversight. The second case of gel fuel has been shipped via FedEx tracking: XXXXXXXXXXXX with an estimated delivery date of 12/5. Again, we apologize for the inconvenience. Consumer Response /* (2000, 7, 2021/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be satisfied once the package actually arrives. I would advise the seller in future to be responsive to its customer's inquiries. I should not have to go through BBB to get a response.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a cabinet from HSM inc. It was damaged when I opened it. I sent pictures of the damaged item inside the opened box. I was denied a refund because the box was signed for as being in good shape upon delivery. This was order #TF-XXXXXX. They also denied my refund because I opened the box less than a month after delivery because I was remodeling and was finally ready to install the cabinet I purchased. I'm very disappointed in this matter as I am now seemingly stuck with a busted up $800+ cabinet.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/12) */ Order was placed on 9/27 for an accent chest. On 9/29, an email was sent to the customer to explain the order was preparing to ship. In the email, there are detailed instructions explaining that the delivery driver does not wait for the consignee to open and inspect the item for any concealed damage. We request to write "box is damaged" in case the item happens to have concealed damaged once removed from the box/packaging. On 10/1, another email was sent to include the tracking information for the shipment. Included in this email was more important delivery information to include: DO NOT SIGN THE DELIVERY TICKET WITHOUT READING BELOW!!!! IF YOU SIGN THE DELIVERY RECEIPT WITHOUT PROPER NOTATIONS YOU ARE CLAIMING THAT THE ORDER WAS RECEIVED IN GOOD CONDITION AND WE WILL BE UNABLE TO ASSIST WITH ANY DAMAGE CLAIMS. IT IS BEST TO NOTE ON THE DELIVERY TICKET THAT THERE IS DAMAGE TO THE BOX. IMPORTANT: DO NOT DISPOSE OF BOXES IF THERE ARE ANY ISSUES WITH YOUR ORDER You are required to inspect your order and ensure all parts are present and arrived in good condition BEFORE you dispose the boxes and packing materials. IF THERE IS ANY DAMAGE / DEFECT TO YOUR MERCHANDISE, YOU NEED TO INFORM Totally Furniture WITHIN 24 HOURS. We will also need pictures of any damage to the item and the outside of the box. Order was delivered on 10/6. Customer signed off on order and checked off box indicating "GOOD ORDER". Customer contacted us 25 days after the order was delivered on 11/1 to inform us the item was damaged and was requesting a full refund. The item has been in the customer's possession for 25 days and we were not informed of any damage when the order was delivered and the customer signed off on the delivery ticket as "good order". Due to the amount of time the customer had the item in their possession, we can not determine how or when the item was damaged as it was not reported to us right away. Replacement parts were offered to the customer, but they refused and wanted a full refund only. Our policy is stated under our terms and conditions to report damage immediately. Two emails were also sent informing customer any damage had to be reported immediately. Customer chose not to report the damage for 25 days. Consumer Response /* (3000, 7, 2021/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not sign for the delivery personally. It was another resident of the property. The package wasn't opened until 25 days after delivery. The package was stored in a carport in the same spot the driver left it. This is an unacceptable excuse of why I can't have my money back on Totally Furniture's part. As for the refusal of replacement parts, I'm 70 years old and disabled therefore incapable of building furniture. Business Response /* (4000, 9, 2021/11/18) */ The emails sent to the customer regarding the shipment provide specific instructions for the delivery. While the customer may have not been the one to sign for the shipment, the delivery instructions were provided to the customer in detail. These instructions also indicate we must be notified of any damage to the item immediately. If damage is not reported in a timely manner, we have no way of knowing how or when the damage occurred if the item was in the customer's possession for weeks. We are more than willing to provide replacement parts/items for our customers when damage is reported at the time the item is received. We are not able to provide a full refund for an item that was delivered for 3 weeks without any knowledge of damage to the item at the time of delivery. This is why we specifically stress the importance of reporting damage right away in the emails sent to customers and under our policies/terms and conditions.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with HSM and I wasn't pleased with the order. I requested a return the next day and received the return policy. To my surprise, I would have to pay the return shipping out of pocket, a 10% restocking fee and the charge for the (shipping the item to me) free shipping I received. This is unfair business practices! I paid $124 for the item, but after all these fees I won't have a refund!

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/02) */ Our return policy is clearly stated on our website. We also indicate this information under our terms and conditions at time of checkout. The item that was purchased is made by Ashley Furniture. We indicate on each product page as well as under our return policy that Ashley Furniture items are not returnable. We made an exception to our policy to allow the return. When the order was placed on our site, there was a shipping fee of $21.68 that was included in the total paid. This amount is clearly shown in the order details at checkout. This item did not include free shipping. Our return policy states that round trip shipping fees are the customer's responsibility if they choose to return an item.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Item arrived with damages. The item is different from the description in the website: The website shows that item is new, but the item delivered is used and returned. Box used to contain the item was torn and damaged so that the box was not in full shape to contain the item from the beginning. The item delivered has clear damages to the item and one of the desk legs was curved due to the physical force and damaged what looked like a damage caused by the previous person who returned when he/she tried pulling out the leg to return after assembling. Some wheels were already assembled even before arriving and some legs were not so the wheels were wrapped separately (Clear sign of someone assembling, using, and returning). In addition, there were not enough screws in the box because the previous person who returned did not include all screws. Most importantly, as a customer, I am extremely disappointed by this shop due to the fact that the item that got delivered was used and returned item

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/11) */ The item was delivered on 10/1. We were notified on 10/5 the item arrived with damage. We responded the same day to apologize for the damage and to offer to send a full replacement. We requested pictures of the damage and indicated the item ships directly from the manufacturer's warehouse. Customer requested a partial refund to keep the item as is. Customer paid $55.09 for the item and requested a discount of $30 to keep as is and to not receive a replacement as offered. Requested credit of $30 was issued to customer on 10/11. Consumer Response /* (2000, 7, 2021/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because it removes the hassle of return and reshipment. Hopefully, in the future, the seller can maintain the quality of delivered products

• Initial Complaint

  05/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a fountain through Totallt Furniture and after receiving it, i found that it was broken. I called and had to leave a message. I took pictures and also sent an email to the email address provided. I haven't heard anything from them, so I called and left another voicemail and sent another email. I still haven't heard anything back. I either want my money back or a replacement that's not broken. I shouldn't have to accept a broken item that I paid over $300 for.

  Business response

  07/06/2021

  Business Response /* (1000, 5, 2021/06/10) */ We apologize the item arrived damaged. A replacement has been shipped 6/10 via UPS. Tracking information has been provided to the customer. Consumer Response /* (3000, 7, 2021/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) the new item arrived today and it was also damaged just like the first one. there was no damage to the box, they are just not packaged very well and they're is space for movement while in transit. i would like a refund and for the 2 broken items to be picked up. Business Response /* (4000, 9, 2021/06/18) */ We have issued a full refund today. We apologize for the inconvenience.

*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. ↩