ComplaintsforHomary

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a TV Stand from Homary for $646 on 9/12/24. The package arrived with holes and dents. When putting the item together, I noticed a dent on one of the pieces. Also, the drawers of the stand did not match the pictures on the website. The advertised drawers had a natural wood color, while the ones I received were painted white. The dimensions of the drawers were also not the same as what was advertised on the product page.I contacted the company about my concerns and to request a return. After a week of back and forth, sending many more details and pictures, they ignored my request for a return and instead offered to send a replacement for the dented piece and a 10% discount. My issues with the drawers was waved off as merely being a difference in lighting, though the drawers are clearly painted.I am requesting a return and refund, but have they have not responded to this request, instead offering alternative solutions that do not adequately solve my issues with the product.

  Business response

  09/23/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  We are working on your case and we apologize for the inconvenience. We have already replied by email and called you to provide further solutions. Please check back in time.
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  **** *******
  Account Manager
  Email: ************************************************************
  Tel: *************** (toll-free within the **)

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently contacted Homary regarding the purchase of replacement parts for one of their toilet products and they claimed that without an order number, name of the purchaser and home location they could not sell me the parts. My wife and I are new owners of this home and we do not have the full history of previous owners, therefore we cannot provide the information to Homary. The fact that they want all of this information just for placing an order for replacement parts, I find to be ridiculous and unnecessary. Because of the way Homary is conducting their business and refusing to sell replacement parts, I will not purchase or advocate purchasing from Homary.

  Business response

  09/11/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  
  Since Homary does not have a separate parts sales service, we do not provide parts separately, and Homary's after-sales service is only provided to the corresponding order holder. Since you cannot provide the order information, we cannot locate your order, so we cannot apply for after-sales service from the manufacturer. Do you have the original owner's phone number, waybill number or purchase time? We can try to locate the corresponding order for you. I hope you can understand. We have also replied to your email at the same time. Please be aware of this.
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  **** *******
  Account Manager
  Email: ************************************************************
  Tel: *************** (toll-free within the **)

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a bidet (toilet) from this company not even a year has passed and we are having issues with this appliance but when we called or attempted to contact manufacturer to ask about the issue we could not get anyone to help us..

  Business response

  09/03/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  We checked the communication records, but it seems that you have not contacted homary, and there is no corresponding email communication record. If there is any problem with the product, you can send us an email, call us or consult online. At present, we have contacted you by email and telephone to confirm the corresponding problem.
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  ***********************
  Account Manager
  Email: **********************************
  Tel: *************** (toll-free within the **)

  Customer response

  09/04/2024

   I am rejecting this response because:
  
  I still. Have not gotten a good resolution, my toilet has been giving trouble since the date I purchased it. I have sent many emails and have went back and forth and still no replacement of service for the malfunctions. I need my toilet working asap, I cannot live without it flushing. 

  Business response

  09/06/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  We have now contacted the manufacturer to confirm the flushing problem of your product, and have sent the corresponding inspection instructions to your email, but you do not seem to have responded, and we noticed that your product purchase time is 2023-02-24 04:07:17. In addition, please check whether you have received our email and whether it is in the spam folder, and reply to us in time with the latest situation;If you have any questions, please call our customer service immediately
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  ***********************
  Account Manager
  Email: **********************************
  Tel: *************** (toll-free within the **)

  Customer response

  09/11/2024

   I am rejecting this response because: I still have not been made whole. I had to pay additional fees of $70, to get a part that might not fix the problem. It is going to take 4 to 6 weeks for me to receive the replacement part. A $900 toilet should work longer than 1 year. Their site states 3 year warranty, but that warranty is a lie. The important parts are only covered for 1 year. I tried to get my money back after a few months be they sent me a replacement seat instead of giving me my money back. I want better customer service. I have been without a toilet for 2 weeks now.
  
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a chair from Homary. It arrived damaged. I contacted the company to see if I could get a replacement. Took them over a week to decide to send me a replacement chair. The replacement took another week and a half to come. When that came that chair legs was also damaged. I immediately called the company and asked to ship the chair back for a refund. They asked me for pictures which I sent via email. They told me it would take several days for them to review the picture and then decide if they would refund my money. The company has a refund policy of 30 days. Im still within my 30 days and they are refusing to let me ship the chair back for a refund. Absolutely horrible company. I will never purchase anything from them again

  Business response

  08/26/2024

  
  Dear *****,
  I hope this email finds you well.
  Our sincerest apologies for the inconvenience we have caused you and I am doing my best to  resolve your issue with immediate effect.
  As the chair you receive is defective, we have sent you the replacement chair. Unfortunately the second chair is defective as well. To resolve the issue, we will issue a full refund per your request and the refund will be issued to your original payment method within next 5-7 days.
  Thank you for your understanding and patience.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

  Customer response

  08/30/2024

   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.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a sit/stand desk from Homary, for over $1,000. Once assembled, the desk immediately broke in two places, along with being extremely poor quality. As this desk was meant for an executive at a university, the quality needed to be stronger and longer lasting. We did not have faith the desk itself would last more than a month or so with constant use. I reached out to Homary regarding this issue. At their request, I sent multiple pictures of the damaged pieces. Their resolution was to offer a replacement of the pieces, which would take MONTHS to arrive. As this desk is for a higher level executive, they could not go without a desk for that long. They also offered a full replacement and 20% refund, with the shipping time being 1-2 weeks. Neither of this was satisfactory as the product itself was extremely poor quality (not as advertised, and certainly not for a desk over $1,000). When asked if we could return the product for a refund, they denied the request, stating that they cannot issue refunds unless the item is in box. However, how would we have known the quality was poor unless the item was taken out and assembled? We have been extremely disappointed in their customer service. We have all the original pieces and original hardware for the desk and are willing to ship everything back, unused. For such a highly priced item, I would expect much better quality and much better service from the company.

  Business response

  08/13/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  As we communicated, we have arranged to resend the parts to you and refund 50%, but you need to confirm the resend parts before we can arrange it, otherwise it may cause missed delivery and waste your precious time. In order to save your time, please confirm the parts that need to be resent, and we will arrange it as soon as possible after receiving them. Please be informed
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  ***********************
  Account Manager
  Email: **********************************
  Tel: *************** (toll-free within the **)

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Regarding Poor Quality and *************************** from ********************** Dear ************************ am writing to formally complain against Homary for their poor product quality and inadequate customer service. I purchased a $1,000 table from Homary which, upon assembly, proved to be very poor quality. The table's leaf consistently falls from the sides, making it unsuitable for my family's needs. The poor quality was only apparent after assembly.As a mother of five kids, I require a sturdy wooden table that can withstand daily use and does not have a leaf. I requested an exchange within the 30-day refund window. Despite my request, Homary's customer service only offered a 20% refund, which is unreasonable for such an expensive and faulty product. Here is the email I sent to Homary outlining my concerns:---Subject: Urgent Request for Product Exchange - Order Dear Homary Customer Service,I hope this message finds you well. I am writing to request an exchange for the table I ordered, as it does not meet the necessary strength and functionality for my family's needs. The table's leaf consistently falls from the sides and does not stay in place, which poses a significant issue for us. With a large family of five kids, we require a sturdy wooden table that does not have a leaf and can withstand daily use.I appreciate the videos shared to attempt to resolve the issue, but unfortunately, they have not addressed our concerns. For us, the only acceptable resolution is to exchange this table for a stronger, more suitable one. I have requested this exchange within the 30-day period and would like to see it resolved as quickly as possible.-Given Homary's refusal to provide an adequate resolution, I am left with no choice but to file this complaint. I expect a full refund or an exchange for a more durable table. I hope the Better Business Bureau can assist in resolving this matter.Thank you for your attention.Sincerely,***********************

  Business response

  05/27/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  I just called you back. The communication was suddenly interrupted due to signal problems. I couldn't get through when I called you later. I just got through again. As we communicated on the phone, if we confirm that there are problems or quality problems with our products, We can provide you with a reissue. The application is currently being processed. It will take about 1-3 days. Please be patient and wait for our notification. Thank you!

  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  ***********************
  Account Manager
  Email: **********************************
  Tel: *************** (toll-free within the **)

  Customer response

  05/28/2024

   I am rejecting this response because:
  
  **Subject: Issue Not Resolved: Replacement Table Agreement**
  
  Dear Better Business Bureau,
  
  I am writing to inform you that the issue with Homary has not been resolved.
  
  During a recent conversation with **** from Homary, we agreed that a replacement table would be sent to me. I provided the exact specifications for the replacement, including the color, length, and product number, to ensure it meets my needs. Here are the details of the selected product:
  
  **Product Link:** [Tintica 70.9" Japandi Whitewash Dining Table](****************************************************************************************************************************************)  
  **SKU:** H8866233-13692907  
  **Color:** Whitewash  
  **Length:** 70.9L x 31.5W x 29.5H
  
  However, on 5/28/2024, **** changed the resolution from a full exchange to a 65% refund, which is about $673. This sudden and drastic change is unacceptable and does not resolve the issue.
  
  Here is the email from **** for reference:
  
  ---
  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.
  
  In your case, if we want to exchange the product, we must confirm that the product cannot be repaired and used before we can exchange it. Since the photos and videos you provided cannot be confirmed, I will provide you with a simple method. Based on the customer service experience, I will provide you with a 65% refund, which is about 673 US dollars. You can go to the website to get the coupon. In addition, you dont need to return the old table. In this way, you will have two tables. Because it is indeed impossible to give such a high-value exchange product if it is confirmed that the item cannot be used. If you receive an email from me and need me to call you, you can reply to the email or contact us again;
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,  
  ***********************  
  Account Manager
  
  ---
  
  **** also requested that I withdraw my Better Business Bureau complaint. I want to make it clear that I will not withdraw my complaint until I receive proof that this issue is fully resolved. Proof, in this case, means receiving a confirmation from Homary showing that my replacement table has been ordered and is being processed for delivery.
  
  Thank you for your attention to this matter.
  
  Best regards,
  
  ***********************
  

  Business response

  05/30/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  Regarding your order, we have agreed to give you the table you need to replace at the same cost without no extra payment, which means you don't need to pay extra. This is a big discount. If you confirm, we will provide you with the corresponding refund; Of course, we will also meet your requirements in accordance with the requirements of the return policy, thank you.
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  ***********************
  Account Manager
  Email: **********************************
  Tel: *************** (toll-free within the **)

  Customer response

  05/30/2024

   I am rejecting this response because:
  
  Subject: Update on Complaint Against Homary - Steps Toward Resolution
  
  Dear Better Business Bureau,
  
  I am writing to provide an update on my ongoing issue with Homary regarding the defective table I purchased.
  
  Homary has proposed a refund of $899, which matches the cost of the replacement table. However, my original payment was made using two methods: $587.95 on my personal debit card and the balance through Klarna. This makes the refund process more complex and likely lengthy.
  
  I want to clarify that while we are taking steps toward a resolution, the issue is still not fully resolved. The Better Business Bureau complaint will remain open until:
  
  1.All refunded money is returned to my US bank account and Klarna.
  2.A new order is placed for the replacement table.
  3.The new replacement table is delivered.
  
  I appreciate your continued attention to this matter as we work towards a satisfactory resolution.
  
  Thank you.
  
  Best regards,
  
  ***********************
  
  

  Business response

  06/04/2024

  
  Dear Customer,
  
  Hope this email finds you well. This is ****, here to assist you.

  We have submitted a refund of 899USD. Please wait for the refund. It will take 3-5 days for the bank to process it. You can place a new order after receiving the refund. You can keep the previous products. If you have any questions, please contact us directly. We are deeply sorry for the inconvenience caused to you.
  
  Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.
  
  Best Regards,
  
  ***********************
  Account Manager
  Email: **********************************
  Tel: *************** (toll-free within the **)

  Customer response

  06/04/2024

   I am rejecting this response because:
  
  Subject: Update on Unresolved Issue with Homary

  Dear Better Business Bureau,

  I am writing to provide an update on my ongoing issue with Homary. I have received an email notification from Homary stating that a refund of $899 has been initiated. (See attached image) However, as of now, no money has been credited back to my US bank account.

  The steps required for a complete resolution include:
  

  1. The refund of $899 must be fully processed and credited back to my US bank account and Klarna.
  

  2. Once the refund is confirmed, I will place an order for a replacement table.
  

  3. The replacement table must be delivered to my home.
  

  Once the refund is processed and the money is back in my account, I can move forward with the next two steps, bringing us closer to a resolution. I appreciate the assistance of the Better Business Bureau in this matter and will keep you updated on any further developments.
  

  Thank you for your continued support.
  

  Best regards,

  
  ***********************

  
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Contacted this company about a defective item. Spoke with a live rep. I was told to look for an email. I got the email and responded to them with no response back. Ive done this 5x since 5/2/24. With them emailing me back the exact email saying they have not heard back from me. I attempted to call this week no live rep answered. Now i just received an email saying they havent heard back from me and will close the case. My item arrive damaged and with chipped paint .

  Business response

  05/22/2024

  Dear *******,
  I hope this email finds you well.
  Our sincerest apologies for the inconvenience we have caused you and I am doing my best to  resolve your issue with immediate effect.
  I am sorry to hear that one of the bar stools you receive is defective. Actually my team is emailing you about the solution, but your yahoo email maybe block our emails. Don't worry. To resolve the issue, we can send you a brand new bar stool, which can be delivered in 5 days and will arrange the replacement after you confirm the shipping information is correct.
  Thank you for your understanding and patience.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a toilet from this company in July 2022. We had an issue with the seat cracking, and reached out to them in July 2023. They had a one year warranty. The issue was left unresolved. In February 2024, we reached back out again, due to hot water function of the toilet not working, and trying to follow up with our initial issue of the cracked seat. They promised to cover the cost of the seat replacement, and told us they had arranged the request for the replacement seat. They followed up telling us they wouldn't cover the cost, even after promising they would. We contacted them initially within the one year warranty period. They should cover the cost of the seat.

  Business response

  05/22/2024

  Dear *******,
  I hope this email finds you well.
  Our sincerest apologies for the inconvenience we have caused you and I am doing my best to  resolve your issue with immediate effect.
  We do have one-year warranty for the toilet. When you reached us in July 2023, we followed up your case but you did not reply afterwards. Then your case was closed. When you reached us again on February 2024, the toilet is not covered by warranty anymore. That's why we cannot send toilet seat for free. I do apologize for the inconvenience caused and attempt to get the issue resolved. So we will send you the toilet seat for free and will arrange replacement after you confirm the information is correct.
  Thank you for your understanding and patience.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

  Customer response

  05/25/2024

   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.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a $1300 piece of furniture with white glove delivery. They took the original packaging, the pallet, and said if I needed anything or wanted to return it etc to just contact the vendor. It feels and looks like a $200 piece of vinyl when it is advertised as "sintered stone." I attempted to return it and the wanted me originally pay for the return shipping, the boxes, and pallets. This would basically cost the same amount of the furniture. After discussions with them, they offered to pay for the shipping but left me responsible for boxes and a new pallet. Finding boxes and pallets of this size is basically impossible. The vendor told me to only look at amazon or ULINE. ULINE requires BULK purchases and Amazon has a limited selection. I asked them if they can look at AMAZON or ULINE for the proper products, they were unable to find it themselves and instead asked me to take the piece of furniture back to their warehouse that is in a different state and 5 hour drive away. Regardless, this vendor ultimately has basically a fraudulent return policy. I have now had to resort to this credit card dispute. Each of the reviews on their website are editted/approved and there is no transparency. There are also lots of indications that they have fake reviews throughout their SEO and websites. When I posted my review, it said that it was waiting for staff to publish it.

  Business response

  05/20/2024

  Dear *******,
  I hope this email finds you well.
  Our sincerest apologies for the inconvenience we have caused you and I am doing my best to  resolve your issue with immediate effect.
  I have double confirmed with my product team that the material of the TV stand top is sintered stone, which matches the description on our website. According to our return policy, customer would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier. For Large items, customer need to prepare pallet himself. I do apologize for the inconveniecne of return and want to reach a solution with you. If you can keep the TV stand, which has no any quality issue, I will offer you a good discount. This way you don't need to deal with hassle of return anymore and we can close the case immediately.
  Thank you for your understanding and patience.
  Sincerely,
  Jerry Frau
  Customer service manager, **********************
  Email: **********************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 7 March 2024 Amount paid: $1,098.35 What the business committed to provide: One Modern Black Egg-Shaped Smart Toilet High VersionWhat is the nature of the dispute: I purchased this toilet in good faith, based on the online description, version (high not standard) however, the company sent me the lower standard version instead of the high version.Whether or not the business has tried to resolve the problem: No. The business is declining to have no knowledge of the high version features even though it is listed on their website and several other websites. They are only offering $100 to keep the toilet and not replace it with the correct version.Account/order/tracking number: Order number USA240307081233 FeEx Tracking ************ If the issue involves advertising, when and where the add was seen or heard: False advertisement. ********************************************************************************************************************************** This is a clear case of false advertisement to mislead the consumer. For this toilet there are two versions (High and Standard). The high versions has the automatic toilet cover/lid sensor, and the standard version does not. The high version is demonstrated in the company's video of the white toilet with the blue light under the toilet to signify the automatic sensor. Also the foot button on both toilets are different. The high version as a foot sensor to automatically raise the lid, where the standard version has a foot button to flush the toilet. In the attachment you will find pictures of both version and the standard version I received. You will also see links to other websites that sell the same toilet in the high and standard version. I also have verifying comments from the Chinese manufacture stating the difference in the two version. Even with all of this, Homary is claiming the high version does not come with a foot sensor. I am a Vet and I have never experienced this before

  Business response

  03/18/2024

  Dear ****,

  Please accept our sincerest apologies for any inconvenience caused to you. I'm actively working to address and resolve your issue as quickly as possible.
  
  After thorough consultation with our product team, we have confirmed that the high-end version of the toilet does not include a foot sensor, consistent with the accurate description provided on our website. While you mentioned that the foot flush button is broken, we have not received a video demonstrating the issue. Can you provide this video for us to review? Additionally, as we have not received any specific documentation from you thus far, in order to better address your concerns, we have attempted to reach you via phone, but unfortunately, we have been unable to connect. We have left several voice messages providing relevant guidance. Alternatively, do you have any convenient way for us to communicate in a timely manner?
  
  If the toilet is indeed defective, please don't worry. You have the option of returning it for a full refund, or we can explore an alternative solution that meets your needs. My first priority is to find a solution that satisfies you and effectively resolves your problem.
  
  Thank you for your understanding and patience while we work to resolve this issue.
  
  Sincerely,
  
  Jerry Frau
  Customer Service Manager, **********************
  Email: **********************************

  Customer response

  03/19/2024

   I am rejecting this response because: Homary's statement about the high toilet version does not have a foot sensor is false. I have already provided them with the video to prove it. In addition, pictures are on their website that shows the high and standard versions. Look closely at the pictures you will see one toilet has a foot button that protrudes outward. This is the foot flush button for the standard version. Another picture you will plainly see the foot button is flat indicating it is the foot sensor. The foot sensor control the automatic raising of the  toilet lid and toilet seat. In Homary's video you will see a light illustration under the toilet indicating the foot sensor. They also have the statement from the Chinese factory stating the high version has the foot sensor and the standard version only has the manual foot flush button. Homary is selling two versions of this toilet however they are only providing the consumer with the standard version even if the order is for the high version. This is simply a case of false advertisement and deception. The evidence I have provided clearly supports my claim. All I want is either a full refund or a replacement with the true high version. 
  
  
  

  Business response

  03/23/2024

  Dear ****,
  Please accept our sincerest apologies again for any inconvenience caused to you. I'm actively working to address and resolve your issue as quickly as possible.

  After confirming with our manufacturer again, the foot button on the toilet(high version) is the button for flushing and actually has no foot sensor. And the description on our website does not say that the toilet(high version) is equipped with a foot sensor. To resolve the issue, we could process return for you or offer a good discount if you could keep using the toilet. We will ensure that you will be satisfied with solution given and thus we can close the case as soon as possible.
  
  Thank you for your understanding and patience while we work to resolve this issue.
  
  Sincerely,
  
  Jerry Frau
  Customer Service Manager, **********************
  Email: **********************************

  Customer response

  03/27/2024

   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. Homary, in good faith has provided me a full refund for the damaged toilet and the mistaken communication in reference to the different versions. This will allow me to purchase the correct version from a different vender. Thank you Homary and I look forward to do business with you. 

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