Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed a big furniture order totaling ******* in early March in which we were given dates and told it'd be free delivery. Got a call around March 10th-11th stating that we wld owe $279 for delivery and decided that it wldnt be worth it and decided to get something else that we didn't have to pay more money and wait so long for (from a different store). When I called to cancel, they said no problem... they never disclosed how long they would hold the money for. Waited like a week, decide to call back, they said it'll take FIFTEEN days, we'll that didn't happen... decide to call back and now they tell me up to THIRTY days bc it was an out of state order. Howww does that affect anything, why are we not being told upon canceling how long it takes for a refund? Why are refunds taking so long to process? How is it legal to just keep ahold of my almost $2500 and expect me to just be ok with it? Please please send me back my refund, this is such an unfair way to treat customers.
Business response
05/01/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed refunds back to your **** card in the amount of $2431.78. Please reach out to us if you have further questions at ***************************************************Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Order #PS00087019, purchased December 11, 2023. This item was to arrive by January 15, 2024. I called to check on it on January 26 and was told they would not be able to get this item. Did anyone call me and tell me that? NO - At that time I ask for a refund and was told it would take approximately 3 weeks for a refund. Seems rather strange it takes so long for a refund, but okay. February 20th, still no refund. Was then told there wasn't an email on my order so it fell into a black hole and was now out of the system. That's rather interesting as I was receiving promotional emails from Homemakers. Was then told I would get the refund within a week. I was told I would receive a check for the portion that I paid and the gift cards would be returned in the form of a gift card. After seeing nothing in the mail, I went into customer service on March 6 to understand the situation. I was then told the refund of the portion I paid did happen and it went back to the same card I used. After further investigation on my part, it in fact did go back to my account. I also used 2 gift cards one for $87.07 and $25.00. On March 6th I was told there would be no refund for the 2 gift cards. After a rather heated discussion, I was told they would see what they could do to get the $87.07 refunded, but the $25.00 would not be refunded. I was told, multiple times in the conversation, the $25 was their money and it would not be eligible for a refund. That's crazy! On March 8 I did receive a gift card in the mail for the $87,07. This card has an expiration date of 4/15/24. Both gift cards that was originally used had an expiration date of 12/31/23. I did use both cards by the given dates, it was Homemakers that was not able to provide the purchased item. Why am I not able to receive the full refund?Business response
05/01/2024
Hi, were sorry to hear about your experience,this is definitely not the Homemakers standard. I would like to look into this further. Could you please call me or email me at ************ or ***************************************** I also left you a voicemail with my office information. Thank you and my apologies again!Customer response
05/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I am happy with the resolution. However, disappointed it took these measures to resolve something that should have been pretty much a no brainer.
Thank you for your interaction and am glad it has been resolved.
Sincerely,
***********************Initial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a cabinet from Homemakers (order #PS00121222) on 01/16/2024, paid $694.43 on that date, and picked it up when it arrived at Homemakers on 02/12/2024. We were told that they had a 30 day return policy. The cabinet was great, but it was the wrong size for the space, so I returned it on 02/26/2024. I was given a receipt for the return, but never told about Homemakers "new computer system" issue. I didn't see the refund on my credit card, so on 03/07/2024 I called customer service and was informed of the problems with the "new computer system" and told that my refund would take 3-5 weeks. Then I read the BBB complaints and reviews and see that this has been an ongoing issue since December 2023. How has a retailer not fixed this significant problem that was identified over 3 months ago? Homemakers needs to fix this issue and return MY MONEY immediately. I no longer have their product, I abided by their return policy, and yet Homemakers is keeping MY MONEY! It is 03/15/2024 and I have not received my refund. Refund MY MONEY today!Business response
05/01/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed refunds back to your **** card in the amount of $694.43. Please reach out to us if you have further questions at **************************************************.
Customer response
05/02/2024
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.
Sincerely,
*************************Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Paid Homemakers in full $2742.04 on October 30, 2023 for a sofa and delivery. After repeated failed deliveries due to damage in transit, Homemakers canceled the order on 02 Feb 2024 and said we would be fully refunded. After repeated calls requesting the refund and an updated refund receipt, were finally refunded $2698.81 on 14 Feb 2024. This is NOT a full refund. They still owe us $43.23 and have failed to communicate or provide an acceptable solution. Looking for a prompt FULL refund. Included original sales order with what we paid as well as a "screenshot" of the PARTIAL refund which was apparently the best they could do.Business response
05/01/2024
Hi, ***** were sorry to hear about your experience,this is definitely not the Homemakers standard. I am showing that a full refund has been processed please contact us at ************************************************** if you have not received this. Please also feel free to share more information about your experience. Thank you and my apologies again!Initial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an item online on 10/29/23. After a month passed I had not received an order update, I contacted Homemakers by phone and was told the order was on back order until around 12/17/23. I waited until that date passed and still did not receive an order update or the product, so I contacted Homemakers by phone again about December 22, 2023 and was told that the item was on back order until mid-January 2024 and that I was #6 on a "list" waiting for the product and hopefully I would get on of the item when the shipment came in. I decided to purchase a comparable item elsewhere and requested a refund due to all of the hassle. I was told that the accounting department was behind on issuing refunds so it would be about 3 weeks before I received the refund. I have called multiple times, left voicemails, emailed customer support and submitted online chats to find out where my refund is. I just keep getting told that the notes in the computer show I have called and the accounting department is "working on the refund". It is 2024, NO refund takes this long to process. Homemakers has had my $370 for over 3 months now. I have tried to rectify this myself, but they are clearly looking to *** me, the customer. I enjoy shopping at this retailer and prior to this bought 2 couches from them, so this is very disappointing.Business response
02/20/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed a refund back to your PayPal account in the amount of $370.22.Please check your account and reach out to us if you have further questions at ***************************************************Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I canceled a online purchase prior to delivery. Its been almost 3 weeks and I still havent received my refund. I spoke to customer service and sent an email. I was hoping to resolve this issue prior to the payment being taken out of my bank account. As it is the payment is coming out in Feb. 4. I canceled the order on 1/16/24.Business response
05/14/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed refunds back to Affirm in the full amount of $643.35 on 2-6-2024 Please reach out to us if you have further questions at **************************************************.Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered 3 items 9 (2 end tables and 1 sofa table)online from Homemakers on November 16, 2023.Product was damaged when it came into the store when we picked it up on December 28, 2023, returned the tables the same evening. (didn't even leave the parking lot with merchandise)Was told refund amount of $863.49 would be refunded in 3 business days. After a week of no refund I called store inquiring about my refund was told it would be 3 weeks. It has been 3 weeks and I still have not received my refund of $863.49.I tried contacting the store again and have not been able to reach anyone regarding this matter. I would like my refund of $863.49 since I do not have the merchandise. They did provide a return receipt that I am attaching but have not received my refund on my credit card.This is poor business ethics!Business response
02/20/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed refunds back to your **** account in the amount of $863.49.Please reach out to us if you have further questions at ***************************************************Initial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I bought a table and when we brought it home, the color/quality was not what we had seen in the store. We returned in on December 13,2023 directly to the store. After waiting 7 buisness days, we noticed we had not received a refund. At that time we called customer service and were only told it can take up to 15 business days and they were unable to give us any more information. We reached out a second time after 12 business days and customer service just told us the same thing. It is now business day 18 - almost 1 whole month since our return, and we still have not received a refund. I did not expect this from homemakers. We bought many pieces of furniture from here in the past, but I am truly considering never shopping here again after this awful experience. Their customer service has significantly declined.Business response
02/20/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed refunds back to your **** account totaling ************** reach out to us if you have further questions at ***************************************************Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 31, 2023 I attempted to purchase a twin bed frame online using a $25 gift card that I had received from a Homemakers booth at the Iowa State Fair and my NFM credit card. I could not get the gift card to work using the online ordering. I then spoke with JUDI1177 homemakers online representative. She stated that she was able to get it to work, but because I could not that I needed to call the store to do the order over the phone. I did call homemakers and ordered the bedframe over the phone and the gentleman I spoke with said that he could not get the gift card to work on his end but he would take the gift card numbers over to the accounting department right away so that it would get entered in to the sale. The September bill came and there was no credit. I called homemakers and left a message and no one ever called me back. The October bill came same thing no $25 credit. I was in the store helping a vet purchase some furniture. When we went up to pay , I saw **** the manager and told him what had happened. He said that you have to bring the gift card in to use it. I told him that I was never informed of that or I would have brought it in, when I went to Homemakers to pick up the bed frame. He said he would email the accounting manager and get back to me which he never did. I stopped in a week later to pay my bill and speak to ****. **** (around 10/24) said he doesnt remember ever talking to me. I gave him the whole story again, and he said he would email the accounting manager-to which I responded you told me that you were going to do that last week. I asked to speak to his supervisor and he said there is no one above him. I told **** that I had spoken to someone but I couldnt remember her name a few days before. **** gave me his phone number ************ extension four and wrote his name **** on this piece of paper which I still have wanting me to call him when I got home to give him this persons number that I had spoken to. When I got home, I called him and left him a message that it was ******* that I had spoken to. Nov 19-@ 4:48pm spoke to ******* she said she spoke to someone in accounting and that they had found the gift card number and that I would be receiving a $25 credit. After another month of no credit, I spoke to ***** she said she would pass the message on. No one called me back. I called on 12/28/23 and **** answered the phone. He did not remember having any conversations with me. He told me that he would connect me to the contact center. I was on hold for several minutes and when he came back, he told me they were doing training at the moment so no one could take my call and that someone would call me back. of course, no one has called me back. Originally in order to give the $25 gift card you had to enter your name and address and phone number into homemakers computer at the fair. I gave the gift card number to the person who took my orderBusiness response
06/26/2024
We apologize for the delayed response we spoke with **** and refunded her purchase for the amount back to her for the gift card on 5-3-2004 to her NFM-HOMEMAKERS account in the amount of $26.75.Initial Complaint
12/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
This email to the company describes my issue Order # S095553725 I cancelled this order on 11/21 and am still waiting for my refund to be credited to my account. This is my second request (they never responded to first request) and I would like the courtesy of a reply. It was billed through to my credit card in two payments of $529.19 and $227.46. Please refund the amount of $756.65 to my credit card. It has been a month that I have been waiting for this credit to go through. Many Thanks, *********************Business response
12/20/2023
Hi, ****** were sorry to hear about your experience, this is definitely not the Homemakers standard. We recently converted to a new computer system and we have expereinced delays in process. I would like to have someone from our team look into this further. Could you please send me the phone number used when purchasing to ************************************************** so I can look up your order information? Please also feel free to share more information about your experience. Thank you and my apologies again!Customer response
12/21/2023
Complaint: 21034200
I am rejecting this response because The complaint included my order number which should have given them enough information to resolve this. They are continuously looking for delay tactics. Their system problems are their problems, not mine. There are a number of complaints where they are holding back refunds! However, I will provide my phone number and see how far that gets us. My phone number is ************. Worst Company EVER!
*********************Business response
02/20/2024
Were truly apologize for the inconvenience this has caused. We recently went through a computer conversion and the ability to process refunds has been a huge hit to our company. We are working diligently to expedite refunds as quickly as we are able to, we are not intentionally holding refunds. This isnt anything weve ever had to navigate before and were truly apologize. I do show that we have processed refunds back to your MasterCard account in the amounts of $227.46 and $529.19.Please reach out to us if you have further questions at ***************************************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
31 total complaints in the last 3 years.
18 complaints closed in the last 12 months.