Complaints

This profile includes complaints for Home Zone Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Home Zone Furniture has 15 locations, listed below.

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  Home Zone Furniture

  1100 Pamela Dr Euless, TX 76040-6812

• 

  Home Zone Furniture

  301 NW 67th St Lawton, OK 73505-5614

• 

  Home Zone Furniture

  3852 Buffalo Gap Rd Abilene, TX 79605

• 

  Home Zone Furniture

  1330 N Town East Blvd STE 500 Mesquite, TX 75150-4176

• 

  Home Zone Furniture

  1601 S Interstate 35 Ste 500 Round Rock, TX 78664-6617

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:05/15/2025

  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.

  I purchased a couch and loveseat from Home Zone on 1/14/2025 and it was delivered on 1/16/2025. I primarily sit in the loveseat and it has totally lost its support. When I sit in it I sink completely and I feel pressure on the back of my legs and it causes tremendous pain. I had a hip replacement in November of 2024 and I recline due to pain in my lower back and a little pain in my hip. I called Home Zone and they had a representative come out and check the problem out on 5/6/2025. When he arrived I asked why he didn't call ***************************************************************************************** a text. I told him that when I purchased the furniture I informed them that I only have a land line because when I purchased the furniture they said that they couldn't give me an exact time when the delivery would happen but they'd text me 30 min. prior to arrival and I was told that that would be noted and they would call my land line prior to arrival. I haven't heard anything from them yet and that was 8 days ago from today 5/14/2025. I was told that they may have to take the loveseat to fix it but I am very skeptical about the repair as it has only been 4 months since I purchased it brand new. I expressed my concerns about the furniture's durability when I purchased it and was told their furniture would hold up, I bought ****** furniture from a different furniture store and encountered the same problem with cushion failure and they took the loveseat twice and repaired it and it didn't last. This has been a very bad experience with Home Zone as when they delivered the furniture one of the delivery drivers was extremely impatient and didn't want to situate the furniture in my living room as I wanted. I complained to a store manager and he stated he'd give me a $50 discount for my bad experience but I didn't ever get the chance to collect on it. I hope to hear something soon.

  Business Response

  Date: 05/23/2025

  *********'s customer care team has been in contact with this guest and are working with in the perimeters of our warranty policy.

  Customer Answer

  Date: 05/27/2025

  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:01/21/2025

  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 purchased a sofa from Home Zone furniture. The sofa was advertised as being made with a blend of down and feather in the seats for an indulgent seating experience. This is nothing of the sort. The cushions are actually PARTIALLY filled with feather snd an insert. This was not advertised nor told to me when I asked the day I purchased the sofa. When I got the sofa I called the next day and asked why the seats did not look like the ****** seats advertised in the photo and I was told I just need to fluff. Upon doing so I noticed it did not fluff so I opened the cushion and that is when I discovered why I would not fluff is because there was an insert. This has caused me back pain and discomfort

  Business Response

  Date: 02/05/2025

  Home Zone has received this correspondence.  Our Sheffield collection does feature down and feather cushions.  All seat cushions will have a core foam block to provide support.  This is essential to providing support for seating.

• Initial Complaint

  Date:12/05/2024

  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.

  I purchased a couch that was delivered on 8/29/24. At 3:54pm on 10/30/24 I filed a warranty claim with photos showing tears and snags in two cushion, a corner(1st) and a center cushion(2nd).I immediately received an automated response from ***** ********* asking for more photos, which I provided at 6:03pm on the same day.On Nov 2nd I was notified by email that replacement cushions would arrive in one week and I would be contacted before they arrive. I immediately responded, let them know that I was concerned there was already damage to a brand new product, and asked what can be done if the problem persists. No one responded.I emailed again on 11/17/24 asking for an update on my cushions and for a response to my question. No one responded so I called and spoke with ******* *******. At this time I reported that I had not received my replacement cushions and now a center cushion (3rd) was tearing. She asked that I email her a picture, so I did. I said that I was concerned this was already happening and asked what could be done. Her response was that I had a 5 year warranty and could just keep requesting replacements. I asked if this was typical and she said, not in the first year. I also asked to speak to a supervisor, as I felt like I was having to **** people down to fulfill the warranty, the only way I was able to get help was if I called, and my brand new couch should not be falling apart. I was sent to **** ******** who said my cushions would be Fed Exed and provided a tracking number. When I checked tracking on 11/27, they still had not shipped. I emailed **** ******** with no response. It wasnt until I gave them a bad review on ******** that they were finally shipped. Only two of the three cushion covers arrived on 12/2. I emailed **** on 12/4 to inform her that the first and third promised cushion covers arrived, but the second did not. She will not respond.

  Business Response

  Date: 12/09/2024

  Home Zone Furniture is in contact with this guest and are working toward a satisfactory solution.

  Customer Answer

  Date: 12/20/2024

  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:11/22/2024

  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 purchased a leather sofa and love seat with automatic recliners in February. 2024 The delivery was February 14, 2024. I then contacted the Company March 29, 2024, to let them know the button on the sofa was stuck and the recliner was stuck in a reclining position. They scheduled a pick up for March 30, 2024, to take the sofa and repair the button. When they returned the sofa, I noticed several scratches on it. I contacted the Company again. They then sent someone to fix the scratches; however, when he arrived, he said he was there to "clean" the sofa, and that he could not because there were scratches. I then received a call from the Customer ******** acknowledging that they made a mistake. I asked for a replacement, and was told they did not have the brown set any longer. They only had the black, and they would have to order the leather kit to replace the part where the scratches were. They finally picked up the sofa . . . again July 26, 2024, to replace the leather. The sofa has been out of my home longer than I have had it. Here are the pickup and dropoff dates: 11/1/24-pickup; 11/15/24-delivery. The leather is scarred on return. The Company claims it's normal; however, the other three pieces are smooth. The button to recline the recliner has a ticking sound. I have asked for a manager several times; they keep sending me from one associate to another. I asked for a return and refund again. All associates I have spoken with--five--says a refund is not available. I have a $5400+ lemon on my hand, and the Company refuses to do anything about it. Anyone who is reading this, pass it on. It will save you the trouble in the long run. The quality of the furniture is not worth the price tag they have on them, and the Company refuses to receive the damaged product back or offer any compensation. The only thing they said they could address is the ticking sound of the recliner, which means another trip to their warehouse where more scratches will occur.

  Business Response

  Date: 11/23/2024

  Home Zone Furniture has been in communication with this guest and is hoping to find a satisfactory solution for both parties.

• Initial Complaint

  Date:11/11/2024

  Type:Customer Service 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.

  I purchased a sectional sofa from Home Furniture Zone, and while the buying experience was great, the quality of the product and the lack of proper inspection before delivery have been a nightmare. My sofa has had to be exchanged FIVE times now because every replacement has arrived with some defect or failure (all the times stitched and brackets not closing the sofa with big gaps). Ive repeatedly requested a manager to step in and handle the situation, but nothing has been done to actually resolve the issue. This process has been exhausting and incredibly frustrating. If Home Furniture Zone wants loyal customers, they seriously need to improve their quality control and customer support. Im here, two months after buying the sofa with a defective product. Everytime is the same situation, someone call me from customer service, they send a replacement and the replacement its defective. Im posting this just because no one gives me the appropriate solution.

  Business Response

  Date: 11/22/2024

  Home Zone has been in communication with this guest.  We are working towards a satisfactory solution.  If we fail to find one, we will work with this guest to provide a refund.  Our goal is to meet the guests needs in a timely manner.
  

  Customer Answer

  Date: 11/22/2024

  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.
  

  I would like to highlight that was ******* the sales person from the Lewisville store who actually called me and solved the issue! 
  
  Regards,
  
  ****** ***** Boeira

• Initial Complaint

  Date:07/19/2024

  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 purchased the sectional couch from home zone on 7/24/2023 with a 3 year warranty. On 8/25/2023 we contacted the warranty to have one of the recliner sections of the couch replaced because the frame was broken. On 7/17/2024 we contacted the warranty again because the same recliner was broken again and when I sat down on the chase piece of the sectional, the frame on it broke as well. That is 3 pieces of the couch that have broken within a year of purchasing the item. I requested a refund of the couch because I do not believe the quality of the item matches the price paid. I do not want to continue having parts replaced or fixed until my warranty runs out and I am left with a broken couch. They contacted me today and said that all the could do was repair the items and a refund was not possible. I let them know that I didn't feel like that was a fair solution to the problem. They said that was all they would do. I wasn't offered a partial refund or even store credit.

  Business Response

  Date: 07/23/2024

  Home Zone would like the opportunity to repair these items.  We are ready and willing as soon as the guest approves this solution.  We are terribly sorry for the inconvenience this has caused their family.  

• Initial Complaint

  Date:02/27/2024

  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.

  Home Zone store015 ********* **, delivered Furniture that was damaged and stain to **. Still in plastic and we never set it up. We were denied a full refund, was told that we would have to bring furniture back and still pay storage, delivery and stocking fee from our money. Went to the store on 02/26/ 24 because supervisor ****** stated no refund and that my wife and I had til March 26 for store credit which we did want but after denied , same Furniture but different color, all except the chair which was $286, giving $205 back for store credit and was told by the clerk *****************************, he said he took the $150 military discount back from us. This is terrible about store policy. We have been loyal customers. But this place is ******. Buyer beware! I do expect the store to make this right. We were deceived even after sending photos to their customers service teams. They kept ***** from our account and put RETURN ORDER DISCOUNT. They aren't going to make things right but they need to. They will lied to you so ******! The store need to make this right like they promised!

  Business Response

  Date: 02/28/2024

  Home Zone has been working closely with this guest.  A redelivery is scheduled and we believe the guest is satisfied with this solution.  I did not find a restocking or redelivery fee associated with this guest or the redelivery.  We are requesting this complaint be closed as satisfactory.

  Customer Answer

  Date: 02/28/2024

  Complaint: 21352098
  
  I am rejecting this response because: This issue is not resolved. 
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 03/15/2024

  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:02/27/2024

  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 purchased several pieces of furniture on 1/02/24 I purchased a Edgefield White 60 Entertainment Console. I notice later when I open the the right side of the console its splitting on the top and bottom and I can see it from the front. I have called and emailed ***** and I have gotten no reply back. Im sure when the two delivery guys assembled the console they apparently put the screws too tight and its splitting. I just want them to replace it or refund my money! I had to go back and forth with the sales person regarding my dining table that was delivered damaged and scratched twice they delivered the table before they got it right. The has been the worst experience I have ever had with a furniture store. They were nice until they got my money. I will not contact or email them again. I just want my console replaced or my money refunded!

  Business Response

  Date: 03/21/2024

  Home Zone is terribly sorry for the damage that occurred in shipping this item and has since exchanged the damaged console.  We are requesting that this complaint be closed and marked as satisfactory.

• Initial Complaint

  Date:12/12/2023

  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.

  In August of 2023 I reached out to home zone to get assistance with a piece of furniture that had broken. Chair Leg. I was given a service ticket #***** and was told it would be 12-14-weeks. After time has passed, I reached out again and was told another 4weeks from *************************** Customer Experience Team ************** to whom I have been dealing with from the beginning. On 12/7 and 12/11/2023, I reached out to *************************** at Home Zone Via Email after the 4 extra weeks. She refuses to respond. I have been strung along this entire time and All I want to do is Buy the part.That model of chair is still currently being sold in their store. It is not like it is an outdated item.

  Business Response

  Date: 12/26/2023

  Home Zone Furniture has reached out to a guest and believe we have found a great solution.  We regret the delay in a solution.  We are requesting that this complaint be closed in good faith.

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.

  They need to treat people better and not turn their backs on customers who are needing help. and stop string people along the way customer service did to me.  So that it would not have gone to The BBB to get resolved.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  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.

  Purchase sofa at this business approx. 5 yrs ago. Around Oct 10 the legrest stopped working. We called for Warranty work. Apparently warranty has expired. Ok, send someone to repair it. They want me to pay ***** before they will schedule a repair person to come fix it. Not ok. I'm old school and believe the work should be performed prior to payment. They dont see it that way. I see this as they just don't want to fix their product. I have found out recently the part has 10yr warranty, but still have to prepay the repairman. Again i dont work that way. I know too many stories about paying up front and repairman/contractor absconds with the money. Unfortunately I'm not able to the receipt. After 5 yrs it's somewhere not to be found. Can you help?

  Business Response

  Date: 11/13/2023

  Home Zone regrets to hear that the ****** family is having an issue with their recliner.  We would love the opportunity to repair it for the service fee of $69 since this item is past the warranty period.  We believe this is a reasonable solution.  We look forward to servicing this guest.

  Customer Answer

  Date: 11/13/2023

  This does not resolve the issue.  What failed to state was that they wanted to be paid BEFORE the work is accomplished.  I don't work that way.  That's why i resorted to you, the BBB, for a resolution.  They still have not fixed our product.  Keep going.

  AlanParker.

   

  Complaint: 20828330
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  Business Response

  Date: 11/13/2023

  Home Zone furniture has provided a reasonable solution for this guest and is requesting that the BBB close this complaint.