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:01/18/2025

  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 have had an ongoing incident involving HomePlus for a sectional I purchased on 2/9/24. There have been several issues including frame damage on multiple pieces, it being sold as having stand alone pieces when they are not functionally so, plus sub-par workmanship, cushions and fabric. Even though it was an ordeal I thought a resolution had been found when a replacement piece was issued for a main section but when it was received neither the fabric or cushion density matched. I went in and was told I would likely be able to simply choose a comparably priced set as a replacement which I was in total agreeance to. When the customer service rep went to okay it, in a recorded incident, the GM, Chris S*******, approached me in a menacing way then called the police on me to have me arrested for trespass saying there was nothing that they were going to do for me. After it was made clear by the customer service rep that I had a valid complaint and was not causing a scene, in a state of shock I was escorted off of the property. Since we live in a small town, I have since tried to work with VP, Ben K***, who has copies of all photos and the video of the store incident. The entire thing is also documented on my ****** review plus I have recorded our telephone conversations and have multiple shared emails saying he is trying to find a resolution through ******* ********* since there was a warranty but nothing has happened and I am moving out of state. In our last correspondence I told him I would be filing a complaint seeking a full refund and strangely enough, he encouraged me to do so.

  Business Response

  Date: 01/24/2025

  Ms. ******* completed a purchase from us on 2/9/2024 and we delivered her ********* shortly
  thereafter.  Several months later she
  reported that there was a problem with the sectional and we filed a warranty
  claim with the manufacturer.  While
  waiting for the piece to arrive, Ms. ******* informed us that she was moving
  and that we’d be responsible for moving the replacement piece of ********* to
  her new home in another state.  When she
  was informed that we would not be delivering her replacement ********* out of
  state, she became enraged and began verbally attacking and belittling the customer
  service representative who was attempting to help her.  She began to smear both homePLUS and the
  individual helping her by posting online reviews which ****** ultimately removed
  due to the clear and blatant violations of their harassment and bullying policies.  Despite the uproar, we were able to pull
  strings with the manufacturer and receive her replacement piece earlier than anticipated
  and deliver it to her prior to her moving out of state.

  Shortly after
  delivery, Ms. ******* complained that her replacement piece didn’t match the
  rest of her pieces.  We explained that it
  was brand new compared to the other pieces that used for nearly a year and that
  over time, they would begin to match. 
  Ms. ******* divulged that she had been sleeping on the sectional for the
  better part of 6 months and that multiple kids and pets used the sectional regularly.
  Ms. ******* stopped into the store to express her concerns. 
  She was told that we would reach out to the manufacturer to see if they
  were willing to do anything else for her, but based on previous experience they
  likely would not since they had already replaced the damaged piece.  At this point Ms. ******* started shouting
  about how she was going to sue us and the manager on duty interjected, let her
  know that we were addressing her concerns and asked her to leave the store if
  she was going to continue to level threats. 
  She refused, began video taping the incident, and had to be escorted out
  by police.   

  We don’t
  manufacture furniture, nor do we warranty it. We are a retailer, and we go
  above and beyond whenever it’s possible to make sure that our customers are
  happy with the products that they purchase from us.  However, it’s unfair to expect us to replace
  the ********* at our own expense.  It’s
  been our experience that the majority of damage claims we see are the result of
  misuse, abuse or maltreatment of the product once it’s in the customer’s home.  A sectional that is misused as a bed for an
  extended period of time will not hold up the same as a sectional that’s subjected
  to normal use.   

  We understand
  that Ms. ******* has been navigating a particularly difficult time in her
  life.  Our thoughts and prayers are with
  her and her family and we wish her nothing but the best moving forward.  

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Not only has ****** NOT removed my reviews but at the time of my original complaint, on a recorded line,  recorded by HomePlus- there was never a question of HomePlus delivering a replacement piece to my new home in Rhode Island, only that I was not expecting to live locally much longer. The replacement was issued and delivered- that is not in question, but sadly the piece does not match in either quality or color which has zero to do with how I use a piece of furniture, purchased with FULL disclosure to the salesman, Matt, that I would be using it to sleep on since my husband had recently passed away unexpectedly in our bed, hence my purchase of what he said was the highest quality piece available. I have not smeared anyone, I have simply posted FACTS. I have also gone above and beyond being patient but if no resolution is offered I will be pursuing legal action because the response made by HomePlus is slanderous in itself and clearly the photos and video speak for themselves. 
  Shame on whomever wrote that response. 

  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/27/2024

  Type:Product 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.

  We bought $4000 worth of living room furniture from Home Plus on February 2, 2024. We waited almost 7 weeks for them to deliver it. When it came the chair and love seat were damaged. Called them… they sent 2 guys out and took a damage claim for the 2 pieces. Waited another month to get the replacements. They came this morning with one piece. When I talked to Chris S******* the last time we spoke, he agreed that if this delivery was not correct, he would take all of the furniture back and we could find furniture that was not damaged (and is matching). They came this morning and only had one piece. The delivery driver said they only had a damage claim for the recliner chair which was not true. I sent pictures of both the loveseat and the recliner chair in on the damage claim. Needless to say, they will not take the furniture back. The arms and the frames are bent on both the loveseat and the recliner chair. We have been 3 months trying to get what we paid for.

  Business Response

  Date: 05/02/2024

  Ms. ****,

  We apologize that your furniture took slightly longer than the 5 weeks we had originally quoted you.  We always try to provide our customers with our best estimates but there are occasionally delays with vendors that cause furniture to take longer to come in.  

  Regarding the replacement order, the confusion on your day of delivery boils down to a simple human error.  We would have had it corrected that same day, if we had been given the opportunity.  Instead it was resolved several days later and we provided you with a sizable concession to make up for some of the frustration.

  Please don't hesitate to let us know if we can be of any further assistance.

  Kind Regards,

  Chris S*******

   

• Initial Complaint

  Date:03/06/2024

  Type:Delivery 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.

  Purchased mattress set on January 19, 2024. paid in full. Bought insurance and mattress protector. mattress was delivered, but no protector. called them numerous times but never got an answer on when we would get it. last call i made to them was February 14, 2024 the person i spoke with said they were going to talk to manager. have not heard anything.

  Business Response

  Date: 03/07/2024

  Ms. *******,

  We've made numerous attempts to contact you regarding your mattress protector - including a phone call just now - and we've left multiple messages for you on your answering machine.  Your mattress protector is here at the store and can be picked up at your convenience.  

  Please let us know if we can be of any further assisatance.

  Kind Regards,

  Chris S*******

  Vice President

  Customer Answer

  Date: 03/12/2024

  I have contacted them many times. They did not try to get a hold of me in February. Unfortunately all they do is lie. I should not have to go there they should send it to me. I do not intend to ever set foot in that store again, nor do I ever want to talk to anyone there. they should have gave it to us the day we bought and paid for the mattress set, or it should have been delivered when we got mattress delivery. I should not have to drive there and I wont.

  Business Response

  Date: 03/13/2024

  Ms. *******,We reached out again today, twice, and still haven't received a response.  We've never lied to you, or any customer for that matter about anything.    Regardless, we'd be happy to mail you a mattress protector.  So sorry for the inconvenience.  

  Kind Regards, 

  Chris S*******

  homePLUS

  Customer Answer

  Date: 03/14/2024

  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. 
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/02/2023

  Type:Delivery 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.

  On 12/28/2022 we purchased a kitchen set which included, table, 4 chairs and a bench. We paid the balance of $1,441.42 in full. When they delivered the set they were short 2 chairs. We were told they were damaged in delivery and would be delivered soon. We have made calls to them quite a few times with no results
  We really want the 2 chairs that are paid for. Thank you!

  Business Response

  Date: 06/06/2023

  Mr. ***** - We apologize for the delay.  It appears as though you've talked to our customer service specialists and we have you on the schedule for delivery.  We appreciate your patience and will get this squared away for you right away!

• Initial Complaint

  Date:05/31/2023

  Type:Product 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 purchased 2 identical ****** *** ****** Estate Mattresses from Home Plus in Binghamton. One was a queen and the other king. They were fine for about a year when the queen mattress became very soft and uncomfortable to sleep on. I called Home plus and they sent a service person to inspect the mattress. The service man inspected both mattresses for firmness and found that the queen mattress was much softer than the king mattress. They took the information back to Home Plus and ****** *** ******. The feedback was that I should call them again in six months and every 6 months there after. This was very unsatisfactory results. For company that says they extremely good service, I think they have poor service.

  Business Response

  Date: 06/01/2023

  Mr. *******,We're sorry that you're unsatisfied with the product that you purchased from us.  We stand behind all the products we sell and have a very low threshold for what constitutes a warranty claim.  Unfortunately, the mattress warranty does not cover comfort preferences and is strictly for manufacturer defects. The mattress that you claim to be having a problem with does not meet the criteria for a warranty replacement and our service advisor deemed that there was nothing wrong with it.  You were only instructed to call back if a problem developed.  Again, it seems that this may be more of a comfort issue than a warranty issue.  It's worth noting that we offered you a 50% discount on any mattress we currently carry so you could select into something that's more comfortable for you.  We ultimately want you to be satisfied with your purchase but cannot replace a product under warranty when there's nothing wrong with it. Kind Regards, Chris S*******Vice PresidenthomePLUS

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I am not complaining about the comfort.  I am complaining that the mattress that were identical when purchased are now entirely different and one is much softer than the other and you can slide right off the queen one when just sitting on it.  How can they say it does not meet criteria when you have 2 that show so much difference in 2 years!  This is the Response I expected from them.  There should be a third-party intervention in a case like this as they hold all the cards, they have my money and I have their mattress.  I wonder how many other mattress complaints they get and do nothing about
  
  Regards, ***** *******

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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.

  Purchased recliner on January 27, 2003. Stores business card indicates a "next day" delivery. The sales rep told me the recliner would be delivered within 10 days. I provided the rep with 4 dates that I would be available to accept delivery as I work part time. Delivery dates were in conflict with my work schedule and not the dates I had provided. I tried numerous times to call, email, text and fax, but got no return calls from Home Plus. On February 16 I decided to cancel the sale and notified Home Plus of that. Home Plus is insisting I pay a 20% restocking fee for returning the recliner. I have refused.
  
  See full report.

  Business Response

  Date: 03/15/2023

  During the initial interaction we were clear and upfront
  about what Mr. ******** could expect for delivery.  Next day delivery is not always available and
  Mr. ******** had no issues waiting 7-10 days for delivery as stated on his
  sales orders.  We always attempt to accommodate
  delivery requests; however, we work with thousands of customers and deliver at
  no charge within a 75 mile radius so we’re not always able to schedule our
  routes based on customer preferences.  We
  did mark this as a priority delivery and attempted to schedule it at the first possible
  opening.
  Mr. ******** paid $79.80 less than the recliner is posted
  for on our website, and his point about being overcharged is confusing at
  best. 
  We made multiple attempts to contact and schedule delivery
  of Mr. ********’s recliner – including on one of the dates that he claims he
  provided us with.  While he claims that
  he called multiple times and never received a response, our call records show
  that his phone calls took place at odd hours, while the store was not open,
  such as 5:29AM, 7:50AM, 7:51AM – and no voicemails were left.      
  Mr. ******** became belligerent and abusive towards staff
  members who were doing their best to deliver his recliner at increasingly specific
  times.  He admittedly inappropriately texted
  the personal cell phone of one of our sales staff at 6am.  He inexplicably faxed us a notice that he was
  attempting to cancel his order after we scheduled his delivery on a date that
  he requested.  When I personally tried to
  have a rational conversation with Mr. ********, he immediately began to attack
  my integrity and accused me of being a thief, liar and someone who takes
  advantage of the elderly.  I began to question
  if Mr. ******** was of sound mind when sent a barrage of messages through our
  website that were personally threatening to me.
  As per the terms of our cancellation policy, a 20%
  restocking fee is due.  There is a
  significant expense to a small, locally owned business when a delivery is
  scheduled once, let alone on multiple occasions, and then cancelled.  His interactions with our customer service
  staff reflect that policy being communicated to him  That being said, once it was escalated to
  management, if Mr. ******** hadn’t immediately submitted a dispute through
  *********, we would have given him a full refund without holding any fees.  Now that the dispute is in process and Mr.
  ******** has unjustly submitted disputes with the Attorney general, the better
  business bureau and the New York State consumer protection agency – again costing
  our small business significant time and expense -  we will be enforcing the restocking fee as
  listed on our sales order.