Complaints

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

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  Homary

  Ontario, CA 91761-7877

  
• 

  Homary

  12672 Limonite ave ste 3E PMB 206 Corona, CA 92880

  

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:04/26/2025

  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.

  We purchased a wine cabinet on March 14 ($1,560.60). Product arrived in 3 boxes with two pieces broken beyond repair and one piece with many holes making the product unusable. In addition, there were several workmanship issues found which led to cosmetic defects. Homary agreed to a 20% discount for the workmanship issues and to replace the three unusable components. The 20% refund was processed April 4 ($312.12). On April 24, we were informed that the product was discontinued and replacement components were no longer available. Without the components replaced, the product is not usable. After several repeated communications, Homary has not refunded our full amount charged for this unusable piece of furniture.

  Business Response

  Date: 04/27/2025

  Dear customer,
  
  I hope this email finds you well.
  
  Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  
  Don't worry. As the wine cabinet is damaged, you can request to return it for a full refund for sure. I am sorry that our original supplier is no longer working with us so we are unable to send you replacement. 

  As you don't want to keep the wine cabinet with a good discount, we will proceed with return for you. The return instructions will be sent to you in next email soon. After the wine cabinet is returned, you will get full refund.
  
  Please let me know if you have any questions.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************ 
  
  

  
  

  Customer Answer

  Date: 05/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I have received a credit that results in a 100% refund and consider the complaint complete.  I would recommend revisiting the rating of the company based upon the high number of experiences reported on the BBB website.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:04/24/2025

  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.

  Do not do business with this company at all. I order 2 bar stool chairs from their website. Delivery was quick however the installation and materials were faulty. The barstool is not comfortable and very firm to sit. After installing the chair together it wobbles. I tried loosen the screws and putting a object underneath the leg to keep it from wobbling. Which I should not have to do for a brand new chair. The return process is atrocious, I went back and forth with customer service for a week to get a refund/return. I highly recommend not to do business with this company! Also, their reviews are fake. I tried listing a reviews for others and it never showed up.

  Business Response

  Date: 04/26/2025

  Dear customer,
  I hope this email finds you well.
  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  Don't worry. If the bar stools are defective, we can send you replacement or proceed with return per your request. For the bar stool you have assembled, there maybe a assembly issue with it and we are still confirming the issue with the manufacturer. But as you insist to return the two bar stools, we will start the return process. The return instructions will be sent to you as soon as possible. After the bar stools are returned, we will issue refund to you.
  To return the wall clock, you would need to repack it in its original packaging. As you do not have the original packaging, then you will need to get similar packaging and repack it in order to return. Unfortunately we are unable to provide you with original packaging. We will send you return address and you can find a carrier to return it at your own cost. After it's return, we will issue refund as well.
  Please let me know if you have any questions.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************
  

  Customer Answer

  Date: 04/26/2025

  I have the package for the clock but you are requiring me to send you a picture of it? I do not understand that.

  When will I receive the *** for the bar stools? do i have to wait another 3 to 5 business days for it? that is unacceptable business practice. 

  Also, how do I know I will receive my full amount for the Bar stools once you receive it? I want my full amount for BOTH bar stools. especially for the one thats defected.that I submitted video and pictures for. 

  So no i do not accept your previous response. 

  Business Response

  Date: 04/27/2025

  Dear customer,
  I hope this email finds you well.
  Thank you for your reply. You don't need to send the photos of packaging of the clock. The return instructions and documents for both bar stools and clock will be sent to you soon.

  After the items are returned, we will issue refund to you.

  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************

• Initial Complaint

  Date:04/22/2025

  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.

  Purchased 2 electronic toilets in September 2022. One toilet has now failed. They will not fix or reimburse. They claim they cannot find order. Or they claim since we threatened a law suit they will not fix the toilet. They told us there is only a 1 year warranty and there is no support. Toilets should last longer than 1 year. We spent 800 per toilet and now it doesn't flush. This company doesn't stand by their products.

  Business Response

  Date: 04/23/2025

  Dear customer,
  I hope this email finds you well.
  Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  Actually we only provide one-year warranty for the toilet and you can refer to the detailed warranty on our website. As your toilet was delivered in 2021, it's not covered by the warranty anymore so we cannot send you replacement free of charge.
  When you first reached us and reported the issue of your toilet, we were unable to find your order with the information you provided. We reminded you that there's a risk that the toilet cannot be fixed with the replacement you get from us if the order information is not confirmed. But you insisted to order the replacement part from us. I am sorry that your toilet is still not working after you replaced the part. 
  Now we find your order and confirm that the whole top of the toilet needs to be replaced to fix it. We will ship out the replacement part as soon as possible after you complete the payment of the replacement.
  Please let me know if you have any questions.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Account Manager, **********************
  Email: **********************************

• Initial Complaint

  Date:04/08/2025

  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 dont usually do this, simply because it is my belief that no sleazy company is truly worth my time and effort, but you people have put my wife through living h*** over the past 2 weeks, and now you have managed to **** me off as well.1 Bad product. Aside from the amount of extra trouble my plumber had to go through to install the toilet, it wasnt even 24 hours before it started leaking. It leaked 2 more instances after that, causing my wife to panic several nights due to the toilets proximity to the $1400 vanity that we have carefully picked out. The plumbers told me that toilet is leaking from the manifold, and he would have to take it apart to even begin fixing it. 2. Bad response time. You are dealing with objects sensitive to water exposure, and you have the actual gall to respond with AI saying that if I dont hear back in 48 hours, I should email again to get a response.3.Bad terms. 30 day return policy without covering postage. It could be 2 months before it even starts to leak. **** serious/genuine customer care. When you finally emailed back after some 40+ hours, in your seemingly devastated tone that we are experiencing problems with your wonderful product, that you can send replacement parts to us. How about send my plumber a check for his labor on repairing your product?5.Disingenuous attitude. In response to your email, my wife sent you a video showing you that it was leaking from the manifold, you sent an email back asking her to prove that it was leaking from that spot and not an installation error. Grossly incompetent, or just paranoid enough to think that customers have nothing better to do than play make believe. Some of us have a job thats not sitting behind a screen playing hot potato. Finally, let me spell it out for you hacks so you do not abuse my initial courtesy. Nothing more than A FULL REFUND OF BOTH BIDETS that we have foolishly bought from you will cause me to rescind my statement. Thank you and have a nice day.

  Business Response

  Date: 04/09/2025

  Dear customer,
  I hope this email finds you well.
  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  I am sorry to hear that the toilet is leaking and will get the issue resolved in a timely manner. The toilet was delivered in the end of January 2025, thus we cannot return it and issue full refund to you according to our 30-day return policy.
  But don't worry. We have one-year warranty for the toilet and will send you replacement to fix it. To resolve the issue, we can send you a brand new toilet, which can be delivered in about a week. Or the other solution is that I will offer you a 50% refund if you can fix the toilet and keep it. Please let me know if any solution works for you.
  At the moment we haven't received any proof showing your other toilet is not working. If there's any issue with it, please kindly send us video showing the issue and we will work out solutions for you.
  Please let me know if you have any questions.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: **********************************

• Initial Complaint

  Date:04/05/2025

  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.

  I placed two orders for tables, one from Homary and one from another company, both shipping from *****, within two weeks of each other. They are both shipped by sea. I received the other table in February, less than two months after placing the order. The Homary shipment still hasn't come, and it's been over three months. After reading more reviews, I'm afraid that this is a scam and I'm not going to receive the order, that they're just running out the time until I can't dispute it and get my money back. I want to cancel this because I spent a lot of money and I think it's money down the drain. Order number USA2501071722241853512.

  Business Response

  Date: 04/06/2025

  Dear Customer,
  Hope this email finds you well.
  I am sorry to hear that the dining table you order is out of stock. It will be delivered in the mid of May. 
  Per your request, we've canceled your order USA2501071722241853512 successfully and have sent the request to issue a full refund to you. The funds are normally sent back to your account within 5-7 working days.
  Please kindly be patient and don't file a chargeback dispute, because the time it takes to receive a refund may be longer. Or if an unusual delay occurs, feel free to contact us for assistance via email, phone call, or live chat.
  Thank you for your patience and support.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: **********************************

• Initial Complaint

  Date:04/01/2025

  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 two stools from Homary online ****** each. When the items arrived one of the stools had a scratch on the side. Both items also looked different from the website. I no longer wanted them, so I started the return process. Homary required that photos be taken of the box, label, damage and ***acking of the item, all of which I did and emailed. They are refusing to issue a full refund and will not send me a return label. Email excerpts below: "The minor flaws you've encountered can be attributed to the fragile nature of our furniture. Despite our best efforts in production and shipping, these items are susceptible to occasional surface blemishes or marks. Please rest assured that these imperfections do not compromise the functionality or durability of the ************ light of this, we would like to offer a solution that we hope you find acceptable. We understand that returning the items may be inconvenient, and to express our commitment to your satisfaction, we would like to offer you a 20% partial refund on your purchase. This way, you can keep the order without the hassle of a return, and we hope it serves as a fair resolution for the cosmetic concerns."Second email after talking to a *** on the phone who was going to send me a shipping label today, every email says they try to call but my phone is disconnect."I wanted to call you, but your phone has not been connected. We can return your second unopened box, but the first box is just a little scratched and does not affect the use. However, in order to solve your problem as soon as possible;We can give you the following solutions for reference;? Give you a 50% refund for the entire order ? Give you an 80% refund for the first box. If the second box has not been opened, please provide a complete outer packaging picture and we can return it to you free of charge;We really want to solve the problem for you quickly. Both ? and ? are very considerate services. I hope you can accept them. Thank you;"

  Business Response

  Date: 04/03/2025

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

  We have arranged the return for you. Please wait patiently for the pickup. We have made special arrangements for your situation. I hope you can understand. 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 **)

  
  

• Initial Complaint

  Date:04/01/2025

  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 ordered a couch and two chairs to go with the couch. The couch came in clearly in poor condition. There was wood everywhere. Parts were falling apart the screws do not go in. There were certain rips on the couch. Once I saw that I contacted them to return their item and get a refund on the one couch that I am returning and cancel the other two chairs that were supposed to be shipped overseas. I have been going back-and-forth with them for the past two weeks with no resolution. They take forever to respond and when they do respond, they just say the same thing that they will offer me 20% to get someone fix it. You cant fix something that is broken. You cant fix wood you cant fix screws. And every time I try to explain to them, they tell me that they cant help me with a refund. ITS A SCAM DO NOT ORDER FROM THEM. Now I have to go through the process of getting my money back from the bank because I still havent even gotten the money back from theones that arent going to be shipped. Terrible customer service very disappointing.

  Business Response

  Date: 04/03/2025

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

  We have provided you with corresponding feedback for your situation. Please wait patiently for us to confirm the problem. 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 **)

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  I purchased a desk and office chair on February 25, ******* order number is: USA2502251936287316885 and was delivered on March 9, 2025 I am very dissatisfied with the quality of the desk. I only have the desk for a few weeks and it is already showing signs of failing.There are chips missing and some peeling of the finish.They have offered me a small amount of money as compensation, but I would like to return the item and get a full refund.The desk is absolutely not worth the amount of money I paid and I feel the issue will only get worse. This is for a home office and I am the only person using it. I feel this would not have been an issue if it was a good quality item.

  Business Response

  Date: 04/01/2025

  Dear customer,
  I hope this email finds you well.
  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  I am sorry to hear that the desk is partially chipped after you have been using it for a period of time. I understand that you are not satisfied with the quality of the desk. But as it's been assembled and used for a month, I am afraid that we cannot return it according to our return policy.
  At this point, the best we can do is to send you replacement to fix it as it's covered by one-year warranty. Or the other solution is that I will offer you a good discount to keep the desk. Previously my colleague has offered you a $200 discount, but I can increase it up to a $1000 for you. As the desk is not seriously defective, it can be fixed at a low cost.
  Please let me know if any solution works for you.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: **********************************

  Customer Answer

  Date: 04/01/2025

  Hi *****,
  I appreciate you reaching out and I apologize for missing your call.
  I would like to start off with stating I have not been using the desk for a month.
  It has been a few weeks since we have put the desk together and I noticed the first chip within days of having it and then the second chip was not long after that.
  This should not be happening.
  I have owned a few desk through the years and have never had this type of issue.
  I did not mind spending the money on something that I thought would last many years, but apparently this desk is not made of that quality.
  Like I explained in my previous communications there was no way of me knowing how poor the quality was before it was installed.
  I believe under the circumstances you should reconsider and give me a full refund.
  Please feel free to call me back at any time.

  Business Response

  Date: 04/02/2025

  Dear customer,
  I hope this email finds you well.
  Thank you for your reply. I understand your situation and will talk to my logistics team if we can make an exception to authorize your return request. But to return the desk, you would need to repack it in its original packaging. If you do not have the original packaging, then you will need to get similar packaging and repack it in order to return. Unfortunately we are unable to provide you with original packaging. Besides, if you are to return the desk, you need to disassemble it, which will also cause you great hassle. 
  To resolve the issue immediately, I will offer you a better solution. If you choose to keep the desk, I will increase the discount to a $1500, which is the best I can offer. This way you just pay about $600 for the desk. I believe it's worth it with such a good discount.
  Please let me know if you will accept the offer.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: **********************************

  Customer Answer

  Date: 04/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:03/28/2025

  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 placed order number A2503231835337301026 at the beginning of December 2024 with an arrival date of mid march. It is the end of march and now Im being told I will not receive the furniture until mid June. I requested a refund on the items on 23 March and have not received a response. Was told that an email had been sent, but this is not true.

  Business Response

  Date: 03/28/2025

  Dear Customer,
  Hope this email finds you well.
  We totally understand your situation, and please allow us to sincerely apologize for any inconvenience we've caused you, and we'll try our best to help you.
  We're willing to offer a refund for this order regarding any inconvenience we've caused you. 
  Refund amount: $5547.04
  
  *Refunds to ****** account are instant. Refunds to a credit card can take up to 5-7 working days, depending on the credit card company involved.
  
  
  Please kindly be patient and don't file a chargeback dispute, because the time it takes to receive a refund may be longer. Or if an unusual delay occurs, feel free to contact us for assistance via email, phone call, or live chat.
  Thank you for your kind understanding. We're always happy to be of service to you.
  Yours sincerely,
  Homary customer care

  Customer Answer

  Date: 03/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:03/27/2025

  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 was ordering the 71" ******************************* Desk - Pine wood, SKU H7029261-13439555, Walnut finish. I received a cherry color wood veneer finish office desk. I tried to resolve this misrepresentation/false advertisement with the company but since I opened the box and put the desk together to make sure it was manufactured for assembly they denied my refund. The pictures advertised doesn't represent the pictures of the desk I received. I have additional pictures of the product that I can make accommodating to view, of what is advertised and what I received. I did suggest that the returned desk should be set up and pictured to update the advertised photos to represent the true desk that is being sent to the customers.

  Business Response

  Date: 03/28/2025

  Dear Customer,
  Hope this email finds you well. This is ****, here to assist you.
  Maybe I didn't make it clear. If you decide to send it back, you will have to bear the shipping cost. I calculated that the shipping cost will be between ******* USD, which is actually equivalent to the remaining 30%. Do you still want to send it back? In that case, you can find a carrier to send it back, but we will not bear the shipping cost because the product has been installed.
  If you accept 70%, you will receive the refund in about 3-5 days, so there is no need to go back and forth;
  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 **)