ComplaintsforHomemakers Furniture

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 order

  

  Business 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

  More info

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

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had my furniture delivered on November 16th. There were a few items I had to cancel before delivery due to not fitting in my house. This resulted in a $1086 credit Homemakers owed me. I have waited 30 days for that credit and I STILL DO NOT have this credit. I've called, chatted, and emailed a dozen times. There is still no resolution. They got my $4000 for my order, yet I still have no credit. I love my furniture, but cannot stand a company that is still withholding a very large amount of money from me. Frustration does not even begin to explain how livid I am.

  

  Business response

  01/02/2024

  We truly apologize for the inconvenience this has caused to you. We converted to a new computer system and the refund process was not working properly. This has been refunded to your NFM/Homemakers account. Please contact us if you have any further questions at **************************************************. Again we apologize for this inconvenience! 

  Customer response

  01/03/2024

   
  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

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a large mirror in Sept of this year and when getting it home and unpacking it we noticed flaws so I returned to the store where I sorted through three others before I found one that looked ok. Two months latter the frame of the mirror warped and would not stay hung, also the mirror got distorted. I returned it to the store for a refund and was offered another mirror which I refused because of poor quality. They would not refund but only offered a store credit. We are elderly and do not need anything else and have been a good customer to this store but will not purchase anything anymore.

  

  Business response

  11/29/2023

  Hi, **** were sorry to hear about your experience,this is definitely not the Homemakers standard. 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

  11/30/2023

   
  Complaint: 20924335
  
  I am rejecting this response because: 
  
  Sincerely,
  
  *********************

  Customer response

  12/01/2023

  The store wanted our phone number to look up the account.  I provided that so there is no final to this as of yet.

  

  Business response

  12/07/2023

  We are not finding an account with us under the name, email or phone number provide. Is this under different information? 

  Customer response

  12/13/2023

  The person from Homemakers was trying to find our account.  I will give you all the info that I have.   

  ******************* or *******************************,  ***********************************************************   Phone number  ****- ************. ***** ************

  

  Business response

  01/03/2024

  We truly apologize that you received two defective mirrors. I have contacted our accountant and had them reverse this and process a refund instead of a store credit. 

  Please reach out to us at ************************************************** if you any further questions, thank you!

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have spent well over $7 grand at this store during the last year. I furnished a new house with all new furnishings. Within 1 month of having our new living room group, one of the sofa cushions had an internal wire snap and the cushion then was always in sag mode. We contacted the store and they sent a technician who verified we needed a new cushion. This tech visit was on Friday September 1st 2023. We have contacted HomeMakers twice regarding WHERE IS OUR CUSHION AND THE answer is always the same. It's on order. Its in process of shipping. Over 2 months so far? Where is our cushion? We want Homemakers to make good on this OR I WILL NOT BUY FROM THEIR ESTABLISHMENT AGAIN. $7,000.00 and this is how they treat their customers? Holy c*** this is not right. They can look up our account and see what we have spent so far.

  

  Business response

  12/07/2023

  Unfortunately this manufacture is a container company. Our Servcie representative has been in touch with the customer as it has arrived and was shipped to **** to the customer.  

  Customer response

  12/07/2023

   
  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spring Air bedding.Under Warranty but have not got a credit or refund!!! There is no Tag on bed that they are requesting. Homemakers needs to work with manufacture to cover warranty. So started to sag in the middle in the first 6 months. We start out on the edge and end up rolling to the middle because its so bad. We talk to salesmen at the Iowa State Fair About this bed not doing this and we said it was the best on the market and will not sag. So we bought it as he said it guaranteed not to sag and has a great warranty. So we bought it. Its the worst mattress we have ever had. _ We were set to have many years of perfect sleeping but soon found out this mattress was not as advertise. ______

  

  Business response

  10/02/2023

  We are contacting the consumer to send out a service technician to due the mattress inspection and get the proper information required byt the manufacutre to file a claim. We will them work with the manufacture on the claim process. I have attached Spring Airs warratny and I am also providing the manufactures contact information. Spring Air International
  Address: **************************************************************
  Toll Free: **************
  International: **************  

  Customer response

  10/10/2023

   
  Complaint: 20682699

  
  
  I am rejecting this response because:
  
  
  No service tech showed up? 
  ***************************

  

  Business response

  10/10/2023

  Our outsource technician is trying to reach the consumer to schedule a technician for inspection. They have left a message at ************. We did have some phone numbers that were invalid so they are trying to reach the consumer to schedule. Please advise if we should have a different contact number. Thank you. 

  Customer response

  10/14/2023

   
  Complaint: 20682699
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  We did get the inspection done today. I made sure tech looked for the label. We sent multiple pictures to homemakers already. **** took more and also said he would make a note about label not there. 

   

  Thanks

  Customer response

  10/16/2023

   
  Complaint: 20682699
  
  I am rejecting this response because: We did get the inspection done today. I made sure tech looked for the label. We sent multiple pictures to homemakers already. **** took more and also said he would make a note about label not there. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My journey started when I purchased a new table, chairs and bench set about 6-months ago from Homemakers the bench broke within 3 months. When I purchased the table, chairs, and bench, I elected to get the Guardsman warranty its proved to be an ordeal overall, very disappointing. It took Guardsman more than 2 months to get a repair technician to my home. When the technician finally arrived, he spent less than 5 minutes inspecting the bench and determined it was not repairable. I waited another 48 days from the service date for a resolution email.I called customer service at ********************** this morning because, Im frustrated. Honestly, I think it should be understandable given the situation. Regrettably, **** (the answering representative) didnt understand. This morning on 8/1/23 at 9:15am I spoke with **** in customer service: terrible experience; she yelled at me, she spoke condescendingly, spoke over me, and ultimately ended with her hanging up on me after I told her to stop. **** instead chose to be unhelpful, condescending, and treated me as if I was an inconvenience to her day. **** had no level of empathy, no counsel of assistance only an unhelpful and defensive attitude. I later heard from *****, who clearly trained ****, as she responded with "Per Guardsman you never responded to their email choosing your options. It sounds like the $130 settlement option is not to your liking, so you would need to choose another option. If the bench is no longer available, then Guardsman would offer you further reselection options. You will need to respond to Guardsman and choose which option will work best for you. Homemakers is unable to control the Guardsman claim process, so you would need to contact Guardsman and respond with your claim resolution decision. "

  

  Business response

  09/08/2023

  Customer did purchase the Guardsman Protection Plan and claims under this plan and process goes strcitly through the ***************** when filing a claim. Our understanding is that the bench was disgarded and the bench is part of a discontinuted set. Customer just needed to reach back to Guardsamn with the option that he chose and according to Guardsman on 8/14/2023 reselection of the set was emailed to the customer but they have not gotten the customers reply. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ******** sectional from homemakers on July 5, 2023. The furniture was delivered to my home on July 20, 2023.. I contacted homemakers to return the furniture on July 24, 2023 through email. I received an email saying that could be taken care of, and some information on returning the item that included a restocking fee of 35%. I replied 2 times through email asking about the restocking fee and did not get any clarification so I called homemakers on July 25, 2023. I asked for the process of returning and inquired about the restocking fee and I was told that I would be contacted by someone so I could get further information on out of state returns and so that I can can dispute the restocking fee. No one contacted me but I did get a call from a logistics company to pick up the furniture. At that point I had no more information on the restocking fee and no price for shipping the return. So I called again. I got the same information that was provided in the email and previously on the phone that when returning items from out of state a 35% restocking fee is applied. I explained through email and on the telephone that when I view the order on their website and I click on the delivery and return option there is no statement about a restocking fee. Also, the information that was given to me only includes a restocking fee for out of state customers. When I inquired about that with customer service, it was explained to me that because I am out of state I will be charged for restocking fee, but not customers in ****. Further explaining that it may not return in the same condition as it was given to me however, if you are a customer in ****, the restocking fee does not apply. I asked to speak to someone to dispute the restocking fee and no one could help me with that. I would like to dispute the restocking fee charges, as I feel I am being discriminated against because I live in another state. I do not believe that is a legit reason to charge a restocking fee. I can provide pictures showing that the furniture is in the same condition as it was given to me. I would like to return the item and pay for delivery charges only.

  

  Business response

  08/07/2023

  The order was actaully place on July, 3rd 2023. On 7/5/2023we sent the *** email attached. The 35% restock fee helps cover the actual shipping costs from shipping the items.
  For example:  Our shipping cost to send this order was $629.60. Return shipping will be close to the same. So the $1086.01 we are charging the customer does not even cover our actual shipping costs of $1259.20.
  For our in-state deliveries, we have a flat rate charge of $129.99 of which our customer pay that amount for both delivery and return.  Ultimately, our instate customer pays 100% of their shipping charges.
  

  Customer response

  08/07/2023

   
  Complaint: 20374224
  
  I am rejecting this response because of the following. When I ordered the item I received free shipping? If I didnt have to pay for it then, you cant charge me for it now. When I called on 7/25 I clearly asked what the shipping charges were to return the item and was told it was $159.99. Please check your records or recording for that evidence. Also referring to the attachment, **** customers do not have to pay for shipping for the purchase of items $499 + and if I estimate out of state shipping cost to my zip it is $263.32. Additionally, the 35% refers to restocking fee not shipping charges. Do you not restock items returned from ****? I would like the same service as your **** customers, pay for the item to be shipped back. I will pay the quoted amount of $159.99 to return the item and receive the rest in a refund ($2485.77).
  
  Sincerely,
  
  ********************

  

  Business response

  08/09/2023

  Homemakers offers quality products at great prices to our customer across town and across the country.  Its no surprise that due to drastically different circumstances between the two types of orders, there are different policies for each which are clearly documented on Homemakers website.  We strive to provide necessary communication regarding these policies so potential buyers are well informed prior to making their purchase.  Once an order is placed, an email is sent to our Out of State customers reiterating key points both to ensure understanding and also to provide ample time for questions or cancellations prior to the items being shipped.  Among the information listed is the delivery fee and restocking charge.  This email was sent to you 7/5/2023 and your order shipped the next week on 7/11/2023.
  
  A second option for our **** customers (who prefer not to incur return charges)arrange for the return of the items to Homemakers warehouse at their own expense.  Once the items are returned and inspected to be in their original condition, a full refund is issued.  This option is available to you also.  Once you contract/coordinate shipping back to our facility for your items, please provide us with the estimated date of arrival and we will ensure all paperwork for the return is ready.  Once the items are returned and inspected to be in their original condition, we will issue a full refund. 

  Customer response

  08/11/2023

   
  Complaint: 20374224
  
  I am rejecting this response because I would like my request to be honored. 

  What are the drastically different circumstances between the two types of orders? My home is just the same as a home from ****. The only difference is, is the shipping. Again, you cannot charge me for shipping the item out here and disguise it as restocking feewhen I received free shipping to my house. You cannot take back an offer you already gave to a customer (the free shipping of the item to my home). I do not feel obligated to pay for the delivery shipping costs. To restock something means to replenish with fresh stock or supplies.not delivery fees. Giving me free shipping to my home, then charging me for that exact same shipping to return the item it is not clearly stated on your website or communicated to your customers. So, you are discriminating towards customers from out of state,charging for a restocking fee (which is actually shipping charges) and not charging a restocking fee from **** customers. Since you cannot effectively distinguish between the two types of orders, I want to be treated the same as an **** customer. I want to pay the $159.99 shipping charges that I was quoted on 7/25 and receive a refund of $2485.76.

  
  Your second option makes absolutely no sense. **** customers only have to pay you for shipping the item back and no restocking fee, so why would they arrange for other shipping? Why is this information not posted on your website? Also, can you tell me what your definition of original condition is?

  
  Its really very simple, if **** customers only have pay you for shipping the item back and not the restocking fee, then I want the same.   
  
  Sincerely,
  
  ********************

  Customer response

  08/11/2023

  Complaint: 20374224
  
  I am rejecting this response because I would like my request to be honored. 
  
  What are the drastically different circumstances between the two types of orders? My home is just the same as a home from ****. The only difference is, is the shipping. Again, you cannot charge me for shipping the item out here and disguise it as restocking fee when I received free shipping to my house. You cannot take back an offer you already gave to a customer (the free shipping of the item to my home). I do not feel obligated to pay for the delivery shipping costs. To restock something means to replenish with fresh stock or supplies.not delivery fees. Giving me free shipping to my home, then charging me for that exact same shipping to return the item it is not clearly stated on your website or communicated to your customers. So, you are discriminating towards customers from out of state, charging for a restocking fee (which is actually shipping charges) and not charging a restocking fee from **** customers. Since you cannot effectively distinguish between the two types of orders, I want to be treated the same as an **** customer. I want to pay the $159.99 shipping charges that I was quoted on 7/25 and receive a refund of $2485.76.
  
  
  Your second option makes absolutely no sense. **** customers only have to pay you for shipping the item back and no restocking fee, so why would they arrange for other shipping? Why is this information not posted on your website? Also, can you tell me what your definition of original condition is?
  
  
  Its really very simple, if **** customers only have pay you for shipping the item back and not the restocking fee, then I want the same.   
  
  Sincerely,
  
  ********************

  

  Business response

  08/14/2023

  These are our polices and procedures, they will not be reversed. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I shop at the Homemakers in ********* **** very frequently and have spent a lot of money in this store. As well as having multiple family members who have worked there. I received an e-gift card for the amount of $100 a couple years ago and have just recently used it on something. On June 25th I purchased a picture online for $99 by entering in my gift card number that proceeds to go through and I am responsible for paying the $5.93 in tax. Order #******** I then get an email an hour later saying my order is ready for pickup. I then delete my gift card email as I dont need it anymore. I then get a phone call later in the day from a man named **** in the financial department who tells me I have entered in the gift card number incorrectly (even though on my end it went through and pulled up the exact amount of the gift card) he tells me the number went through as a plastic gift card and he doesnt know how it would pull up the proper amount as I didnt enter in the right amount of numbers. He then tells me if I cannot find the deleted email with the correct gift card number there is nothing they can do. We have been back and fourth for a few weeks now with nothing resolved except their waiting for me to find my since deleted email or I am just out the $100 gift card which is not ok with me. If this is not resolved and I am not issued back my gift card or the picture I purchased we will be closing our account and myself and others in our family will no longer be shopping there. Below is information needed. Thank you. Homemakers Furniture-***************************************************************** Purchased date June 25th, 2023 Order number - #******** Total price amount $105.93 Gift card # ********* Gift card amount $100

  

  Business response

  08/07/2023

  According to our accounting department the first part of the number was entered under physical gift card, which would be invalid to procees $100.00 amount. Accounting contacted the customer the day after the order was placed to request the e-gift card information.They have no way of knowing which gift card it is as nothing is tied to the customer information. They have asked the custome to get back to them wioth the e-gift card information. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I purchase a Sofa Recliner and Reclining Chair on 3/12 and had delivery set up for 3/13, it got here and turned out Sofa was the wrong color from what we ordered. This has happened several times in the past, where the order was incorrect. They refused to take care of it the same day, luckily they didn't we discovered the Sofa reclining mechanism was c*** So we then told them we wanted them returned in exchange for a sectional. Delivery was already gone for the day and couldn't add the sectional onto truck, however they can still pick up incorrect items for return, making us schedule another day for them to deliver sectional. I cannot keep adjusting my schedule for something they messed up!

  

  Business response

  03/15/2023

  The incorrect sofa was sent to the customer on ****, it should have been stone to match the stone recliner however it was gray. This was sent wrong to us by the manufacture. Customer selected our express shipping option and in this case the furniture is dropped off to a garage or driveway in the original manufactures packing. In these case we would not know that it was incorrect so definitely not our intention to delivery the incorrect item. When the customer noticed it was incorrect we asked for pictures of the manufacture tags so we could double check that it would not happen a second time. We were unable to correct the issue that day due to our delivery teams that do returns/exchanges are not running on Mondays. The customer requested to just return and for it to be done in **** as soon as possible. We added them on for **** at a time that worked for the customer. After our store closed an email was sent to bring a sectional to replace the sofa and chair that was going to be returned, however the delivery team is already gone from the warehouse early morning before the store even opens to deliver to multiple towns for the route for the day. Here is the message we left for the customer to accommodate his demands. He could definitely use the sofa and chair that were delivered until we could get the sectional they wanted and to the switch at the same time. 

  Our Drivers have several stops in several different towns daily and we added this on to be picked up for refund.
  Our drivers load and leave for the day super early in the morning and will not be able to come back to pick up the reselection that you are requesting. However, you are more than welcome to use to items we delivered Monday until we can get rescheduled to do the switch out at the same time. We can definitely get this taken care of for you but we would need to get you on a different date.
  
  Let me know if you would still like the pick-up done today or we can switch you to do the reselection and the pick-up. We also did confirm that the order is under *********************** at this address 4716 ************* ****,** 50014. 

  Unfortunately under this account in *************************************************************************************************************** coffee. These are the two incidents we are seeing on this account. 

  Customer response

  03/16/2023

   
  Complaint: 19600248
  
  I am rejecting this response because:

  As a paying customer who received the wrong item, you don't put them on the back burner based on your schedule, you take of the one that has an issue. There is lack of ownership with in the business. Your company is even lucky we found something we would have wanted to exchange. That was based on good faith. Because nothing was done about this in a timely manner and your staff has been inconsiderate to the customers need, I reject your response. If you can get this taken care of today, I can remove any poor feedback given on Social Media.
  
  Sincerely,
  
  *****************

  

  Business response

  03/16/2023

  After careful consideration we have come to the difficult decision that we feel it is best for us to part ways doing business with you.
  We apologize we were unable to meet your expectations. 

  

  Business response

  03/16/2023

  After careful consideration we have come to the difficult decision that we feel it is best for us to part ways doing business with you.
  We apologize we were unable to meet your expectations. 

*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. ↩