Complaints

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.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  11/28/2021 $496.08 ***** Product damaged when cleaning a table with Pledge. Loss of paint and finish. Warranty blamed me the customer and would not take ownership for poor product quality.

  

  Business Response

  Date: 03/15/2023

  Emailed customer for more information to see if there is another resolution. What was reported was that something was spilled on the bar table and the coasters that were in use caused the coasters to stick to the surface. Pledge was possibly also used to clean the area and caused more damage. This is still under the manufactures warranty and photos were sent to them and they declined to cover as it is not a manufactures defect. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19578182
  
  I am rejecting this response because: Nothing was spilled. That is an assumption. The silicone coasters that were on the surface of the bar table stuck to it. When the coasters were removed a sticky residue was left behind. When I attempted to clean the surface, the paint rubbed off. The bar top couldnt handle an item designed to protect it. This is a product durability issue. The manufacturer did not use a clear coat or sealer in or on their paint on a bar. A simple, sensitive cleaner removed the paint.

  Furthermore, this is a bar. Its implied that one would eat and or drink at it. Im terrified as to what would happen if something were actually to be spilled!
  

  I ordered this bar top and two coffee tables and would like to return both and be fully refunded. When purchased, I was told the warranty would cover any damage. Apparently not. I no longer trust the product, manufacturer, or Homemakers.

  Sincerely,
  ***************************

  

  Business Response

  Date: 03/17/2023

  We going by a recorded call on 3-6-2023 at 3:37pm that was reporting juice, beer or something sticky was spilt, coaster removed and then cleaned with pledge and noticed finish coming off. We have emailed the customer for more photos and are awaiting response. We are also waiting for information from Liberty manufacture on top availability to see if we can resolve.

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of purchase was 12/30/2022. When we received the chair, it wouldnt go together properly. I contacted the company for the just to tell me the $1100 chair wasnt broken and I would have to pay 35% restocking fee plus a pickup up and my refund would be $293.as of today no one has called to schedule this pickup. I dont see how they can get over on customers paying thousands of dollars and have to pay 80% back to them. They were the worst customer service we have ever dealt with.

  

  Business Response

  Date: 01/18/2023

  We received a phone call from the customer on 1-16-2023 at ******, the recorded call states they wished to schedule a pick up return of an item bought online/out of state (***************************, ** *****) as they thought they purchased a rocker recliner not just a recliner. The customer service reviewed the 35% restocking fee and the delivery fee would be the same as when it was delivered. The chair was purchased for $817.00 with delivery/fees of $335.29 the total was $1152.29. The refund with fees of 35% restock of $285.95 and delivery of $286.27 would be $293.80. The customer wanted to discuss with spouse before proceeding with return. Customer called back at ************************** to move forward with the return. The fees were reviewed again, the customer asked if there was a store they could return it to, the only store we have is the one in ********* , **. Customer then stated that the back was not able to be attached correctly. We can certainly send out a service technician in their area to take a look at properly assemble. They went ahead with the return and rep reviewed that CEVA logistics would be contacting in the next day or two to schedule that pick up of the return and once that was complete the refund would be processed back to their original form of payment. MasterCard. 

  Return Policy
  Merchandise reselection or returns are available on merchandise excluding clearance, custom orders, bed products (mattresses, bed pillows), and shipping/delivery charges.Have a question about your product's warranty? Learn more here.
  The following stipulations apply:
  Item must be in its original condition
  Item must be accompanied by sales receipt within 30 days after delivery or pickup
  Shipping and delivery charges are not refundable. The cost of return shipping or delivery will be deducted from your refund.
  Shipping it Back
  We can pick up your returned items! When you contact us, we will work with you to set up a pick-up date.
  Are you exchanging the item or buying something new and having it shipped? We will try to coordinate the shipping/delivery dates so we can pick up your return and drop off your new item on the same day!
  ****: The cost for pick-*** is $129.99.
  Out-Of-State: A 35% restocking fee plus return delivery charges will be deducted from your refund. Your refund will be processed once your items arrive back at our facility. On average, this takes ***** days after the return is picked up from your home.

  Customer Answer

  Date: 01/19/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered a table from this company and on the delivery date it was marked as "shipment refused". When I inquired, they claimed it was damaged so they cancelled the order. I called HM Furniture to request a full refund that included taxes and shipping fees. They agreed. I waited two weeks and heard nothing and received no refund, so I disputed the charge with my credit card company. Finally, a few days later, I received a refund from the company. However, they did not include the $70 shipping charge. I contacted them about it, and again they have ignored me. I should not have to pay for shipping charges for something that didn't even get shipped and I did not receive.

  

  Business Response

  Date: 10/20/2022

  This was an oversight, our accounting department has refunded the delivery fee of $76.00 back to the PayPal account used for the purchase. Thank you

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18144076
  
  I am rejecting this response because it has been eight days since the company stated they refunded the money to me, but there is still no refund of the $76 in my PayPal account or the credit card that I used through PayPal.
  
  Sincerely,
  
  *********************