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:03/24/2025

  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.

  We purchased a new sofa set and bed set for delivery it was delivered on 4/11/2024 the bed set was dropped on the garage floor by the delivery driver and the platform was cracked and the wrong rails were delivered and we discovered the sofa was way to big for our home so we ended up having to return the next day (4/12/2024) which resulted in a RMA credit of of $6,260.47 of which $827.51 was paid in cash and was to be returned to us by mail in the form of a check, and the rest was going to be applied to REM Credit towards our new purchases. We picked out new bedroom set 4/12/2024 and that was processed thru onto my NFM card just fine and I have been making payments since May 2024 and have been on time every month, we went back out the following weekend on 4/17/2024 with our RMAs in hand and picked out a new sofa set and patio furniture and worked with **** and manager **** after some problems and we ended up walking out and Bill chased us out to the parking lot and begged us to come back inside and ended up giving us an additional 10% off for the problems we had with our initial order we went up to customer service and checked out. **************** took our **** and explained to us that this would all be taken care of on the backside and it would take several months to process thru as they had a big turn over and RMAs were taking anywhere from 6 to 7 months to straighten out but not to worry they would figure it out. We stopped out a few more times around ******************* to look at kitchen tables and stopped at customer service and asked about the bill and they said they were working on it. I called in after the holidays and got the same answer, then in January I get a call from an attorney that Homemakers hired then to collect on a past due account, I was really confused I called Homemakers and got a guy and asked for a manager and he told me nobody was available and he laughed at me, I asked for accounting they said my account was paid in full.

  

  Business Response

  Date: 03/24/2025

  Letters have been attached. This matter has been turned over to an attorney and the customer would need to contact the attorney at this time.

   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23102603
  
  I am rejecting this response because: as you can see the address on all of these orders, RMAs, attorney docs, NFM statements do not match any of the docs that Homemakers supplied the BBB with so No they did not make any attempts to contact us in their mistake with the billing mess up and we were not aware of the mess up until the attorney called us and sent the letter to our new home address that Homemakers supplied them with so they did have it. And they delivered the orders to our new home address as well, Homemakers also still owes us a CASH refund that has not been returned to us and the attorney has not filed suit 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/25/2025

  Unfortunately, the customer would need to contact the attorney for this matter. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23102603
  
  I am rejecting this response because: Homemakers is just not going to own up to their lousy mistake? Especially when they owe me money off of the total they say I owe them and now its just that I need to contact the attorney? What because they are some big box store? This is horrible customer service, especially when they have made no attempt to reach out when the mistake was made on their part and the paperwork proves it. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/13/2025

  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.

  Placed an order online on Dec 1st, 2024 for several furniture items in the amount of $2162.45 (order number 00064579)The items were delivered on Jan 20, 2025 I initially contacted the company on Jan 24, 2025 when I was able to inspect some of the items. I noted some damage to at least one piece of furniture but they requested I evaluate all the pieces and to contact them again.I contacted them Feb 28, 2025 having reviewed other pieces and finding other pieces damaged. Additionally, I attempted to assemble one of the pieces however despite following the directions correctly the item could not be completed properly The same day, they requested I provide the phone number to the account of purchase which I did. I contacted them on March 5, 2025 having not heard anything back.I have yet to hear anything back since Feb 28 with my initial contact being Jan 24.I would like a refund of the damaged items or for them to send me completed replacements.

  

  Business Response

  Date: 03/18/2025

  We did have the account manager reach back out to this customer that had initially emailed as we did not have the order number, and the email was not associated with an account. She is not showing any email response back so she reached back out as she now as the account information due it was mentioned in this claim. We are moving forward with resolution. Thank you!

• Initial Complaint

  Date:03/13/2025

  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 furniture on 5/26/2024, almost a year later this business has sent us a letter telling us we owe for this furniture. That the *** that handled our purchase didnt apply the credits correctly. When you purchase furniture you have to pay for this, you receive a receipt and you got to pick up area. You can not get furniture if it is not paid for upfront. We did nothing wrong this is their mistake not ours. We have called them and told them they may come pick up the furniture and they tell us we have to bring it back. Again this is not our mistake and we should not have to take this back. We would like them to come get said furniture or delete this amount from our account. We did nothing wrong and should not be held responsible for their mistake.

  

  Business Response

  Date: 03/19/2025

  We have reached out to this customer to resolve, waiting response. 

  Good afternoon!
  Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to transfer credits and process refunds has been a huge hit to our company. We are working diligently to repair these processes . This isnt anything weve ever had to navigate before and were truly apologize. We could discuss a possible discount due to the error or we can pick this up for you at no charge if that is what you decide to do. Please Let me know and I can arrange this for you.
  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23060974
  
  I am rejecting this response because: I do not want a discount. They can come pick it up and **** account at zero. As we will never do business with them again. Again this is so not true, we had to have a paid in full balance before we would have been able to pick up said furniture. This is horrible service. Come get it. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/24/2025

  We can definitely get that picked up. Emailing delivery dates or they can tell us when to come get it. 

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while Im not satisfied you have done all you can. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/13/2025

  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 Purple brand mattress through Homemakers on Sept 6th. The mattress was delivered a few weeks later. According to everything through Purple, including the material that was included with the mattress itself, there is a 100 night love it or return it guarantee. It did not state anywhere that Homemakers did not honor this manufacturer guarantee, or that you had to buy directly from Purple for this to be honored. I called into Homemakers within the 100 days to process the return, and they acted like I was out of my mind to expect them to honor this guarantee. They said absolutely not, they don't return mattresses at all, they don't honor any manufacturer guarantee. I spoke with multiple people, the manager was extremely rude and disrespectful, interrupted me repeatedly and spoke over me, and refused any sort of remedy. I have been a long time customer that has purchased many times over the years, but that didn't matter at all to them.

  

  Business Response

  Date: 02/07/2025

  We normally do not honor Purples sleep guarantee (Rest easy with a risk-free 100-night trial plus free shipping and returns) Homemakers offers our own sleep guarantee as the customer bought it from ********************** not from Purple. we have reached out to Mr. ******** to honor his request we are waiting for his return response. 

  Homemakers-120-Night Comfort GuaranteeOur 120-Night Comfort Guarantee is valid on all mattresses where a Homemakers mattress protector/pad is purchased. Mattresses purchased without a Homemakers mattress protector/pad are final with no returns. Mattresses shipped to or taken outside the state of **** do not qualify for 120 night guarantee. Please see Returns & Cancellations FAQ for Outside **** return information.

  Within 120 days of receiving your mattress, you may do a one-time reselection with a $69.99 restocking fee. Stains and/or soiling void the comfort guarantee and manufacturer warranty. No returns or exchanges will be allowed. Mattress protector/pads cannot be returned or exchanged. Adjustable bases can be returned or exchanged within 30 days.
  Regular delivery fees will apply to all delivered exchanges, returns, and comfort guarantees. Delivery fees are non-refundable. Reselections for less will be refunded the difference.
  Miscellaneous Charges/Details
  Delivery fees are non-refundable. Reselections for less will be refunded the difference.
  Any free product or reward card with mattress purchase will be deducted from any credit if reselection doesnt qualify.
  Extended financing terms on specialty beds will be void when reselecting another brand that doesnt qualify.
  Comfort guarantee excludes mattresses purchased without a mattress protector/pad, clearance mattresses, custom orders, floor models, pillows, sheets, and mattress protector/pads.
  Adjustable bases can be returned or exchanged within 30 days.
  Mattress returns outside of this policy are subject to additional restocking fees or denial of return.
  Recommended 30 Nights
  We recommend sleeping on your new sleep system for a minimum of 30 nights so your body has time to adjust to the comfort and support. Please contact your salesperson for Mattress Sleep Trial/Return questions. If you are unable to contact a salesperson, contact customer service.
  Shop All Mattresses
  
  

  
  

• Initial Complaint

  Date:12/13/2024

  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.

  Purchased couch: 11/21/2024 Couch delivered: 12/3/2024 Order #: PS00398876 First reached out to Homemakers: 12/8 or 9/2024 I contacted Homemakers on 12/8 or 12/9 regarding damage to our leather couch caused by our dogs. While I acknowledged the damage occurred after delivery, I expressed concern that this level of wear, including deep scratches and peeling, was unacceptable for a leather couch within one week of use. Homemakers requested photos, asked if I had pets, and concluded the damage wasnt a defect but caused post-delivery. They suggested I pay for repairs via a third-party service.I referenced their warranty page, which mentions a 1-year warranty for defects, and explained that ****** Home Furniture had told us their warranty covers all pet damage except biting. Homemakers insisted pet damage wasnt a defect and said ****** would redirect me back to them.Frustrated, I posted a review on ************************** warning pet owners about the couchs poor durability. After 24 hours, the review hadnt appeared, so I contacted Homemakers. They reiterated that the manufacturers warranty doesnt cover pet damage and suggested a leather repair specialist. They claimed reviews might take over 24 hours due to screening but provided no update on when mine would be published.I have since reached out to ****** Home Furniture, who is reviewing options for repairing the couch. However, I find Homemakers' lack of accountability for their products and their failure to address customer concerns troubling. I believe a ******************** complaint is warranted to address misleading product durability and poor customer support practices.

  

  Business Response

  Date: 12/13/2024

  A manager and an account representative have both communicated with this customer that unfortunately pets/dogs have scratched the leather in multiple areas, and that would not be considered a defect. Photos were also reviewed by the manufacturer, and were deemed pet damage and not a manufacture or defect of the material. We did offer a phone # of a local leather repair specialist that could repair the pet damage.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22678080
  
  I am rejecting this response because: They are continuing to market this couch as leather and it is clearly not. The concern I have with this product is it is being marketed as real leather all over the couch, which is clearly misleading. Real leather should not show this type of damage. This is why I am having such a problem with the product and Homemakers response. Any other leather couches I have had have not shown damage to this extent. Real leather gets scratched and it's fine. This is peeling off. I have purchased couches from Living Spaces and American Furniture Warehouse and once again, have not had this problem.

  Additionally, we did reach out to an upholstery company, and they said they won't do partial jobs.
  
  It's very sad that a company would go this extreme of lengths to not fix a problem for a customer as the damage happened in less than a week of the customer having the product, or reach out to the manufacturer on behalf of their customer to assist them with this problem that is clearly a manufacturer defect or update their website to make sure future consumers are aware that they are not buying a couch that while marketed as leather, is in fact not. 

  

  Business Response

  Date: 12/13/2024

  We have reached out to ****** Furniture as we stated. We are able to order parts needed, however this would be at the cost of the customer as well as labor to install. ****** has confirmed what is in our Product details, that sides and back are leather match, where you touch is real leather which is standard for most manufactures. Our website does specify in Product details of the item below.

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

  Product Details....****** Temmpton 6-******************* Sectional
  Introducing the ****** Temmpton 6-******************* Reclining Sectional, a stunning reinterpretation of mid-century modern design with a touch of retro flair. This sectional epitomizes versatility, offering ample space and luxurious comfort for lounging and entertaining. Crafted with a blend of finely matched leather and faux leather upholstery, it exudes opulence and sophistication. Sink into its deep seat cushions adorned with dramatic tufting, inviting you to unwind in style. Combining comfort with contemporary design, this sectional stands out with its one-touch power control, providing adjustable positions for personalized relaxation. Equipped with USB-C fast charging and a zero-draw USB port, it seamlessly integrates technology into its sleek silhouette. The zero-gravity mechanism ensures optimal reclining comfort with infinite positions at the touch of a button, while the corner-blocked frame and metal-reinforced seats ensure durability and stability. Attached are high-resiliency foam cushions wrapped in thick poly fiber that offer lasting support and plush comfort. Genuine leather adorns the inside areas such as the back, seat, and arm cushions, while skillfully matched faux leather covers the remaining surfaces, ensuring a cohesive and luxurious look throughout. Embrace the unique character of real leather, which may showcase individual characteristics such as healed scars, growth marks, and grain variation, adding to its charm and authenticity. The console features convenient wireless charging, two hidden cup holders, and hidden storage, enhancing its functionality and convenience. With an Easy View manual adjustable headrest and a zero-wall recliner design that requires minimal space, this sectional seamlessly blends style, comfort, and innovation, making it a standout addition to any modern living space. Elevate your home with the ****** Temmpton 6-******************* Reclining Sectional, where luxury meets functionality in perfect harmony.

   

   

• Initial Complaint

  Date:12/03/2024

  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.

  I purchased a black Friday deal. It was a New Classic Biscayne King **** Some of the product description was A distinctive ******* pattern wood trim adorns the headboard and footboard adding a touch of sophistication. the day before I went to pick up, I contacted Homemakers and they said I can pick it up anytime Sunday the 1st of December. I drove an hour to homemakers where I get an email stating Due to an error on our website, we had the rails for a king size bed posted alone with the picture of the bed itself. It is my understanding, I should be able to receive the headboard I purchased. There was a literal description on the headboard on my order. It is not my fault their website had an issue. Keep in mind this was a Black Friday deal and I waited for it to be 8am on Friday to purchase since there was a timer count down to purchase.

  

  Business Response

  Date: 12/06/2024

  The customers **** card ending in 4608 was refunded. Unfortunately, we had a manager try and contact Mr. ***** to him know there was an error on this order. The call was disconnected, and there was no answer when called back. The order the customer is under the impression they purchased a king size bed, it was published wrong on our website and they only purchased the rails. We did not have the rest of this bed available for the customer. The order was cancelled, and **** card has been refunded. 

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22626088
  
  I am rejecting this response because what other impression would I have been under? The item description goes into vast details describing the frame. I would like to wait for the frame to be back in stock to pick it up. It is not my fault homemakers had an error in pricing and they regret it. 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/16/2024

  We apologize that this was published wrong on our website. We do not stock the king size bed in our warehouse. We can order it, it retails for $226.99 and we are willing to discount it to $136.99 if the customer wishes to order it. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22626088
  
  So, you are able to get the product that I purchased.  Why would I not get the product for the original purchase price? 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/18/2024

  Type:Billing 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.

  On 12/1/2023, I provided a plan to purchase a bunk bed for my boys. My order number was ******SOR. I received a confirmation number from Homemakers in my email to ************************ On 12/20/2023, I cancelled my in home delivery. On 12/21/2023, I went to Homemakers and picked up the item in person. On 08/16/2024, I went online to pay my balance in full. I spoke to a live agent on this day as my balance showed a credit amount of $2,178 with $2,178 available. It showed no orders in the order history. On my account, it showed the order was cancelled on 12/20/2023. On my September Statement, it showed a $0 balance. My original invoice for the bunk bed shows that my NFM card was the payment method used to get the bed. Homemakers NFM Card Number ******** Total: $792.32 THE SYSTEM PROCESSED MY ORDER WITH MY NFM ACCOUNT CARD On my 10/28/2024 statement, it now shows a credit amount of $0 with my account being closed due to inactivity. I received a letter with account number ***** showing I owe the balance of the bunkbed because financing didn't go through.nBecause of this, I am requesting the balance for the bunk bed be removed. I submitted my order with the payment method allowed on my account. Nebraska ********************** Mart and Homemakers failed to add the invoice to my credit account, which had an active credit line of $2,178 at the time of order. They then closed my account in October stating I had a $0 balance with nothing pending and had not made a purchase in a long time. I made a purchase using my NFM card for Homemakers; which was one of the payment options available at time of purchase. Homemakers failed to update my account with a new invoice and balance. They failed to update their system resulting in me not being able to pay this balance. The customer service *** in August showed nothing due and would not accept a payment. This balance is done as the account I used to pay has been closed and shows a $0 balance by Homemakers and NFM themselves.

  

  Business Response

  Date: 11/21/2024

  The issue arose with a system conversion.  There were occasions where the integration did not complete on the financing company side.  Financing is held by Nebraska Furniture Mart (***).   We have been working diligently in getting all issues fixed.  We have had the majority of the effected  customers call since the conversion as they were worried about not yet being billed.  We have corrected the issues as quick as we can.  As we are finding issues, and working on correcting them, we have notified the customers of the system issue.  As we explained in the letter you received:
  
  You took possession of an order from Homemakers Furniture on 12/21/2023. It was for a low bunk, staircase and two twin bunkie boards. Due to financing not going through, there is still a balance of $662.33 on your account for the ******************** that you have in your possession. 
  
  Please feel free to contact one of our cashiers to discuss this. You may reach our cashiers at *********************. For easier access,your customer account number is *****. You may call them and process a credit card payment over the phone, finance if you have an *** account, or you can mail us a check. 
  
  I apologize for any inconvenience this may have caused and appreciate your help in getting this matter cleared up. 
  
  You have acknowledged the fact that you have the furniture,and you did not pay for the items you have in your home.  The issue with the *** account being closed due to inactivity, is not within our control.  You can call *** and have them reactivate it, many customers have done that.  Financing is not charged until you take possession. All that happens at the point of an order being written is the verification that it will be approved when it is charged.   The terms on the purchase was 12 months.  You have received 11 months without payments, and if you decide to reactivate your account and finance the balance, you will receive the full 12 months in addition.  We could also set this one up as a layaway giving you 3 months to make the payments on the furniture you have in your home.  

• Initial Complaint

  Date:10/18/2024

  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.

  In February, I purchased a recliner chair from this company and it arrived damaged. They refused to refund me and their customer service is absolutely atrocious. I am demanding a full refund. I will attach my purchase receipt.

  

  Business Response

  Date: 10/21/2024

  At this time we have offered a discount of $500.00 and to part ways with this client. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22442237
  
  I am rejecting this response because:
  
  The item in question was damaged and I have been requesting a refund since I received it. They need to fully refund my money.

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/22/2024

  We are sticking with our original offer of the $500.00 discount and parting ways with this client. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22442237
  
  I am rejecting this response because:
  
  I am rightfully entitled to a full refund! This business sold me a defective item! I am legally entitled to a full refund. Period!

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/30/2024

  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.

  Purchased ge refrigerator 4/13/24 from homemakers. The freezer does not freeze resulting in having spoiled food and transporting food to basement freezer. I have contacted homemakers and they have sent repairman six times and the freezer still does not freeze. They keep assuring me that the problem is resolved but it is not, resulting in yet another repair. I have asked homemakers to give me credit on another refrigerator but they say my 30 day warranty is expired. But the problem started in May and that is when I contacted them. I am ********************************************************************************************** They did give me 100 dollars to compensate for everything but the refrigerator freezer STILL does not work. At this point I would accept an exchange receiving the exact same model. This one is an obvious defected refrigerator. Homemakers want to put blame on ** and insist upon sending more repairmen. I want another refrigerator and one that works. Almost 800 dollars and only 5 months old and six repairmen is excessive. Please help me as homemakers wont accommodate my requests to solve this dilemma. I declined the name squaretrade protection plan as I felt the refrigerator was made by a reputable company and that homemakers would stand by their merchandise.

  

  Business Response

  Date: 10/01/2024

  Good afternoon! We do not sell refrigerators or appliances at our store. We just sell furniture, mattresses and accessories. Thank you!

• Initial Complaint

  Date:07/22/2024

  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.

  Chair was delivered on 6/19. We noticed a small cut in the back and the store directed us to ****** to order a replacement back, which we did and it arrived a few days later. I installed the new back and we began to use the chair on a daily basis. approx. 1 week later the back of the chair began to look like the chair had seen 10 years of usage. upon closer examination found that the material was very thin and would not provide a reasonable service life. Contacted the store to request a return / refund and was directed back to ******. ****** told me they can only provide replacement parts and directed us back to Homemakers. Homemakers informed me that they do NOT refund ****** products (repeatedly) per policy. (of which I was NOT informed during the sale) So I am stuck between the companies. Since Homemakers was the retailer that I purchased the chair from in store, I hold them accountable for standing behind what they sell. Since a policy exists concerning refunds of ****** merchandise, I can only assume they are familiar with the poor quality of the furniture. Therefore I am seeking a return and refund for the chair, so that I may purchase one of better quality.

  

  Business Response

  Date: 07/24/2024

  We do not return or service ****** products. This is stated on the customer receipt as follows:

  Customer assembly required.

  CALL ********* 3987 for parts or warranty.

  Do not return to the store.

  Returns & Cancellations
  All returns and cancellations are subject to approval by Homemakers. Merchandise re-selection or returns are available on merchandise, including clearance items purchased online. However this policy excludes in-store clearance, custom orders, bed products (mattress, box spring, bed pillows, adjustable bases), all ****** brand products and delivery charges.

  In-Store Clearance & Ineligible Items
  In-Store Clearance and AS IS sales are final. NO refunds. NO returns. NO guarantees. NO exchanges.
  
  No returns or exchanges on pillows, sheets, or mattress protectors.
  
  No returns or exchanges on ****** products. Contact ****** directly regarding any missing or broken parts.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22018380
  
  I am rejecting this response because:  ****** does not do refunds or returns. Homemakers sold me the merchandise.  I have reviewed the sales receipt and I do NOT find any language related to ****** products regarding returns/refunds.   And I would question why a sales receipt would state this, when it appears once its sold, sales are final.   Notification should have been done by the sales person that we worked with PRIOR to the sale closing.  
  
  Sincerely,
  
  **** ******