ComplaintsforHOM Furniture, Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a reclining sofa at HOM and the footwell on one side has always been under filled. Rep has come out twice now, the first time to stuff a flimsy piece of foam in the foot well of the side that is so flattened (and has been from day 1); the second time yesterday to take that same piece of flimsy foam and rearrange it (rather than replace it with a better fill). His thought was that it keeps slipping b/c I put my feet up which I thought was the whole reason one buys a sofa with reclining capability. He offered no good solution other than NOT putting my feet up. As a senior I'm used to being unseen/unheard like this but when I paid nearly $1800 for a sofa, I expected all areas to be equally "puffy" with the proper amount of fill. Received a service call from some woman today who stated there was little that could be done to rectify the situation. The tech even noted in his report that the fill was slipping DUE TO MISUSE which is a bold face lie! She suggested ordering another type of padding but made it clear there were no guarantees it would work. This is what HOMs warranty is worth!

  

  Business response

  03/04/2024

  To whom it may concern,

  We are sorry to hear that our customer is not happy with their recent purchase.  I called and spoke to **** today to which we come to a resolution that **** agreed to.  We have placed a new Calf Rest Panel on order with the vendor, once this arrives we will have a techician out to the home to install the part. We let **** know that if she starts to see similar issues once the part has been installed, we will look into some other options such as a replacement piece.

  Sincerly,

  HOM Furniture

  Customer response

  03/06/2024

   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.

  ****, the store mgr came out himself to measure and assess what is needed. He assured me he would order the appropriate padding and install on arrival. I appreciate his kindness and professionalism.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We purchased a sectional power reclining couch from HOM in **** Rapids, **. We purchased protection and warranty for all pieces of the sectional. The reclining pieces of the couch has been stuck open and shut 5 times now. HOM has come out, replaced switches 4 times. HOM did offer to credit our account to replace, however the couch we had picked out does not fit in our Livingroom. We are unsure what we are going to do with the option of selecting a new couch. In the meantime, we have asked HOM to come out (as we have warranty) and fix the couch so it is not stuck open. HOM is stating that they are not going to fix the couch as we have notes on file regarding potential replacement. I did share with them that they cannot put limitations on their warranty when we paid for warranty services. I also shared with them that they sold us a lemon, and I appreciate that they are "trying" to work with us, but we need our couch fixed until we make a new selection/or decide what to do. We paid approximately $7,500.00 for this power sectional and just want this fixed for now until we decide, I do not think it is right or just for them to decide not to provide services that we already paid for the couch in full.

  

  Business response

  02/09/2024

  Dear BBB Rep, 
  We apologize that our customer feels very frustrated with their current pieces due to the issues they experienced.
  Our service department reached out to our customer on 2/8 and explained to her that we would be happy to have a tech out to manually put the footrest in so that they can still use the piece to sit on; they just won't be able to recline on it. We talked through with them that since we are going to be taking the piece out of the home we wouldn't be ordering parts from the vendor and then installing them again just to have them get something different. If we did that then there wouldn't be a need to replace it with something else as the issues would then be resolved. ***************** said she was okay with us having the tech out on 2/14 to lower the footrest.  They will then go into the showroom to select something different. We let her know that we usually say after 30 days we would want the piece back and leave the credit on the account but we can extend that to 60+ if need be. ***************** indicated that they may go with a custom order piece in which we told her that we can leave the piece in her home until the new one comes in. ***************** indicated this plan would work for them. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They didn't fix the couch correctly. They left parts detached upon returning the couch. They fixed the broken leg rest by apply a 6 inch price of wood behind the broken piece. The leg rest is out of alignment meaning it get caught on the couch when closing.

  

  Business response

  01/19/2024

  We have been in contact with our customer and a technician was out in early January and determined we needed to order parts in order to fix the chair. At present we are showing the parts are due to arrive in mid-late February. We thank our customer for their patience and apologize for the frustrations they experienced. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were loyal customers of H33353737353**0303436H, and made our most recent purchase of a *************** set on December 26, 2022, order # **-1480526. The set is the Choices "Scorpio" with Fabric Protection Warranty, along with the optional Protection Plus purchased. The couch has a lingering rotting/decaying type of smell in certain areas of the fabric, which has not subsided since we have had the couch. We attempted to use Baking soda on the surface in the worst areas, which only temporarily masked the problem. I called ******************** on August **, 20**, and the phone rep advised to file a Warranty claim on the web site and they would take care of it. On August. 28, 20**, I received a phone call from a Warranty manager at Hom, who stated there is nothing they would do for us, and additionally that any remedies I took on my own without consulting them first, including Baking Soda home remedy attempt, negated any warranty coverage. The rep further stated that the warranties do not cover smells. To me it is unacceptable that nothing could be done for a long time customer, but beyond that, it is just not a way that any customer should be dismissed. It is an obvious manufacturing defect that either caused some type of fabric treatment to be over sprayed, or a defect in the fabric, materials or workmanship of the product. I was so dismayed by the lack of customer service that I am hesitant to make or recommend any future purchases from Hom, in spite of good past experiences.

  

  Business response

  09/07/2023

  Our customer service rep contacted the customer on 8/31 to schedule for a technician to some out and assess the odor the customer listed in their complaint. That tech appointment was scheduled for 9/5. Our service department will be following up with the customer in the next 48 hours to discuss the technician's findings and discuss resolution options. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a recliner approximately 2 yrs ago and warrenty, the chair needs repairs as won't go up down or back or anything and it's a recliner. They have scheduled it at least 12 times and every time they cancel the day of repair or day before, there is one excuse after another. They said part can't get, then got parts and lost them, roads were bad, roads again, wrong part, need different part, no repair man, holiday, sick repair man. It dont end! There's no way 12 ***** it's been scheduled that 12 times something has came up! I want our repair done! We paid for this warrenty and you should put that into action!

  

  Business response

  07/10/2023

  To whom it may concern:

  HOM Furniture has been working with this customer on their current warranty claim since March 2023.  At that time it was determined that in order to repair the customers' recliner, HOM would need to order parts directly from the manufacturer.  The parts arrived in June of 2023 however due to a scheduling error within HOM Furniture the ************ appointment was missed.  The next appointment was scheduled for 7/6 but unfortunately the technician in this area was not able to work on that specific day.  The repairs have now been scheduled for 7/20 and we are confident that once the parts are installed the customers recliner will be fully operational again.

   

  Thank You.

  HOM Furniture Customer Service

  Customer response

  07/10/2023

   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.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a mattress at HOM furniture and after a period of time realized that it was defective. We returned the mattress to HOM furniture within the warranty time period and tried very hard to find a new mattress that would work for us. Unfortunately none of the mattresses they had in their store at that time would work for us (we both have bad backs and are pretty particular with what we can sleep on), so we were forced to purchase a mattress elsewhere. At that time, the store only offered us a store credit. We assumed we would be able to use the money for something down the road, so we did not ask for any other options, nor did they offer any other options to us at that time. Unfortunately after that time we had no need for new furniture for our home and we have since moved out of state. We learned they do not ship to our new location (*******), so there is no way for us to use our store credit. We now have a credit of over $2000 that we have no way to use. I have tried speaking with various people at the company but nobody has been able to help us get a refund. At one point an employee told us that we could have received a refund when we first returned the mattress, but we were never informed of this option. Now they say it is too late to get a refund and the only option is to keep our money in store credit, which we are have no way to use. We would like the company to reassess our situation and are hoping they will do the right thing by refunding the money we have sitting in store credit.

  

  Business response

  04/11/2023

  To Whom It May Concern:

   

  HOM Furniture facilitates the manufacture's warranty per the guidelines established by the vendor.  The warranty in place for this particular mattress states that if a vendor defect is found the consumer will receive full in store credit for the amount of the mattress.  The credit can then be used towards the purchase of another mattress or another piece of furniture.  Due to the consumer moving out of the HOM Furniture service area, they are not able to find replacement furniture using the in store credit provided.  As a goodwill gesture, HOM Furniture has agreed to refund 50% of the cost of the mattress and the remaining 50% will remain as in store credit.  The consumer agreed to this solution.

   

  HOM Furniture Customer Service

  Customer response

  04/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while it is not what we were hoping for, it is better than what they previously offered.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a leather sofa set in ***** of 2020. We decided to buy it after being told the *** Guard protection plan covered scratches from pets or children. They also said it does not cover pet damage if the pet chews through the leather. We were ok with that. Now we noticed scratches on one end. Called to have a tech come out and repair it. He came out and said it had to be taken in to the shop to be repaired. I called *** to set something up and was told it was not covered and that they would refund our money for the extra warranty. They explained that damage from pets was not covered. I told them that when we decided to but it, it was because we were told specifically that pet scratches were covered. Her response was: "we are working with the the people on the floor not to exaggerate the coverage." WE were never given a copy of the warranty. I tried talking to the ******** Care supervisor and all she would say is we can refund you money that you paid for the warranty. We would like to either have it fixed or replaced.

  

  Business response

  03/13/2023

  To Whom It May ********************************* receiving customer *****'s complaint regarding their sofa, HOM Furniture has attempted to contact the customer however at this time there has not been a response.  HOM will continue trying to make contact with the intention to reach an amicable solution.  

   

  HOM Furniture

  Customer Service

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the couch in October of 2022 I have a sales manager that keeps emailing me trying to sell me a floor model and they say the couch most likely now will not be available till July 2023 they lied at the time of purchase and have been very rude. ***** purchased and paid in full by ***********************

  

  Business response

  02/06/2023

  Dear ******* with the BBB. Thank you for reaching out to us.Our Showroom Manager reached out to our customer ***************************** on Friday February 3rd and talked through her experience. We apologized for her feeling frustrated with her mothers sectional purchase. We were able to come to an agreement with her and her mother that both parties were happy with.********* mother is taking delivery of our floor modal sectional and was given a discount off the product. This delivery is currently scheduled for February 7th.She understands that the Console piece is still on backorder and currently scheduled to arrive sometime in June. We will update **************** and her mother should that date change. We appreciate both ******** and her mothers patience and time while we worked to resolve the issues at hand. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have bought a mattress from Hom furniture that goes back to 2010. That was a defect so they gave me another 1 in 2013. That was a defect so I got another mattress in 2015. That was a defect so I got another mattress in 2018. That was a defect and now I'm getting another mattress. I want my money back. I don't want a store credit from them because I don't feel comfortable that their mattresses are adequate. And I think that they are actually using sub par materials. They're not having me get a refund. They want to give me a store credit and I don't want anything to do with them anymore. I will upload all the receipts when requested but I have to gather them all together. And they are fully aware of all of this going on.

  

  Business response

  11/23/2022

  To whom it may concern:

   

  After reviewing the complaint by customer *******************************, ******************** has agreed to provide a full refund for the price of the mattress.  The customer is aware and is satisfied with this solution.

   

  Customer response

  11/25/2022

   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.

   

  Although, in order to receive the refund they wanted me to agree to the condition to never buy furniture from them again. Seriously, seems a little ***** to me considering it was their mattresses were defective. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a ************** & paid a down payment of $1358.06, on September 5, 2021. We were told it would probably be Spring of 2022 before we received them. My wife called the sales person, who's also the manager, on January 26, 2022, & left a message for *********************, the sales person. She didn't return the call, so my wife called again April 2, 2022. ***** said it "was in line for production". I called again June 17, 2022, & spoke with ****, who said it would be ***** months, & that ***** had told my wife that. ***** never told my wife that. I tried to call ***** again on September 19, 2022, & left a message. Unsurprisingly, she never returned my call. It has now been 13 months & counting since we ordered the ************** Supply ************* excuses just aren't cutting it any longer.

  

  Business response

  10/17/2022

  RE: BBB claim 18210941

  
  Dear ************

  
  Today myself and our District Manager ***************** contacted ***************************** and his wife *************************** about the frustrations they expressed in their letter to the BBB. We apologized for how frustrated they have felt and that we want to work with them to resolve this.

  
  We also let them know that the manufacturer has still not fully caught up with their production since Covid first hit. Early in the day we reached out to the manufacturer to find out their product is not due in until December, and relayed this information to our customer. We understand our customer has been waiting a very long time and sincerely appreciate their patience.

  
  We also apologized that they felt they were not given good communication on the progress of their order. Both *** and I said we would personally track their order and give them regular correspondence every few weeks to ensure they know the status of the furniture. They thanked us for calling them and for the information we were able to track down for them.

  
  If our customer has any more questions please feel free to reach out to myself or ******************

  
  Sincerely,
  *********************************
  Executive Assistant
  PH: ************

  Customer response

  10/18/2022

   Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. We don't think anything further can be done by HOM, but please know we're not happy at all about the delay in getting our furniture, or the poor communication by the salesperson.

*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. ↩