ComplaintsforHomemakers Furniture

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11/28/2021 $496.08 ***** Product damaged when cleaning a table with Pledge. Loss of paint and finish. Warranty blamed me the customer and would not take ownership for poor product quality.

  

  Business response

  03/15/2023

  Emailed customer for more information to see if there is another resolution. What was reported was that something was spilled on the bar table and the coasters that were in use caused the coasters to stick to the surface. Pledge was possibly also used to clean the area and caused more damage. This is still under the manufactures warranty and photos were sent to them and they declined to cover as it is not a manufactures defect. 

  Customer response

  03/16/2023

   
  Complaint: 19578182
  
  I am rejecting this response because: Nothing was spilled. That is an assumption. The silicone coasters that were on the surface of the bar table stuck to it. When the coasters were removed a sticky residue was left behind. When I attempted to clean the surface, the paint rubbed off. The bar top couldnt handle an item designed to protect it. This is a product durability issue. The manufacturer did not use a clear coat or sealer in or on their paint on a bar. A simple, sensitive cleaner removed the paint.

  Furthermore, this is a bar. Its implied that one would eat and or drink at it. Im terrified as to what would happen if something were actually to be spilled!
  

  I ordered this bar top and two coffee tables and would like to return both and be fully refunded. When purchased, I was told the warranty would cover any damage. Apparently not. I no longer trust the product, manufacturer, or Homemakers.

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

  

  Business response

  03/17/2023

  We going by a recorded call on 3-6-2023 at 3:37pm that was reporting juice, beer or something sticky was spilt, coaster removed and then cleaned with pledge and noticed finish coming off. We have emailed the customer for more photos and are awaiting response. We are also waiting for information from Liberty manufacture on top availability to see if we can resolve.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of purchase was 12/30/2022. When we received the chair, it wouldnt go together properly. I contacted the company for the just to tell me the $1100 chair wasnt broken and I would have to pay 35% restocking fee plus a pickup up and my refund would be $293.as of today no one has called to schedule this pickup. I dont see how they can get over on customers paying thousands of dollars and have to pay 80% back to them. They were the worst customer service we have ever dealt with.

  

  Business response

  01/18/2023

  We received a phone call from the customer on 1-16-2023 at ******, the recorded call states they wished to schedule a pick up return of an item bought online/out of state (***************************, ** *****) as they thought they purchased a rocker recliner not just a recliner. The customer service reviewed the 35% restocking fee and the delivery fee would be the same as when it was delivered. The chair was purchased for $817.00 with delivery/fees of $335.29 the total was $1152.29. The refund with fees of 35% restock of $285.95 and delivery of $286.27 would be $293.80. The customer wanted to discuss with spouse before proceeding with return. Customer called back at ************************** to move forward with the return. The fees were reviewed again, the customer asked if there was a store they could return it to, the only store we have is the one in ********* , **. Customer then stated that the back was not able to be attached correctly. We can certainly send out a service technician in their area to take a look at properly assemble. They went ahead with the return and rep reviewed that CEVA logistics would be contacting in the next day or two to schedule that pick up of the return and once that was complete the refund would be processed back to their original form of payment. MasterCard. 

  Return Policy
  Merchandise reselection or returns are available on merchandise excluding clearance, custom orders, bed products (mattresses, bed pillows), and shipping/delivery charges.Have a question about your product's warranty? Learn more here.
  The following stipulations apply:
  Item must be in its original condition
  Item must be accompanied by sales receipt within 30 days after delivery or pickup
  Shipping and delivery charges are not refundable. The cost of return shipping or delivery will be deducted from your refund.
  Shipping it Back
  We can pick up your returned items! When you contact us, we will work with you to set up a pick-up date.
  Are you exchanging the item or buying something new and having it shipped? We will try to coordinate the shipping/delivery dates so we can pick up your return and drop off your new item on the same day!
  ****: The cost for pick-*** is $129.99.
  Out-Of-State: A 35% restocking fee plus return delivery charges will be deducted from your refund. Your refund will be processed once your items arrive back at our facility. On average, this takes ***** days after the return is picked up from your home.

  Customer response

  01/19/2023

   
  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

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a table from this company and on the delivery date it was marked as "shipment refused". When I inquired, they claimed it was damaged so they cancelled the order. I called HM Furniture to request a full refund that included taxes and shipping fees. They agreed. I waited two weeks and heard nothing and received no refund, so I disputed the charge with my credit card company. Finally, a few days later, I received a refund from the company. However, they did not include the $70 shipping charge. I contacted them about it, and again they have ignored me. I should not have to pay for shipping charges for something that didn't even get shipped and I did not receive.

  

  Business response

  10/20/2022

  This was an oversight, our accounting department has refunded the delivery fee of $76.00 back to the PayPal account used for the purchase. Thank you

  Customer response

  10/28/2022

   
  Complaint: 18144076
  
  I am rejecting this response because it has been eight days since the company stated they refunded the money to me, but there is still no refund of the $76 in my PayPal account or the credit card that I used through PayPal.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A little less than a year ago we purchased another reclinser from them because they could not fix the previous one we purchased from them. Now the recliner that we purchased was close to $900 is having issues making various noises. They have been out four times to repair the chair and replaced the same part twice. Now the chair makes noises louder than ever after the fourth repair on 7/14/2022. I have sent them several email with videos attached so they can see and hear the problems we are experiencing. They will not let me exchange the chair for store credit, instead now they one to come out for a fifth time to inspect the chair again. This has been a huge inconvenience to my family and now I will have to take more time off of work to meet with them, When they could simply let me return the chair and I would spend more money with them. Now they are making it so we will never do business there again. I just want to get this resolved so I can rock my children to sleep and not have a noisy chair wake them when I try to do so. Thanks for your help in advance.

  

  Business response

  07/27/2022

  This is very uncommon that we would need to order a third mechanism. We have reviewed with the manufacture and would need to order another mechanism or refund. Customer is reviewing the options and getting back to us. 

  Customer response

  07/29/2022

  I chose to take the refund from them and no longer do business there. 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We spent almost $12,000 with them to have furniture for our new home. Our main couch was roughly $3,500 and it is a ********* electric reclining couch. At just under the year **** our couch shorted out and quit working completely . They originally said it would ***********-8 weeks to have the couch rewired which would of been end of Feb time frame. Now they are telling us there is nothing they can do and they are looking at parts not arriving until June. I asked for a refund of some kind. None. I asked for replacement couch. None. I asked for credit to buy a new couch. None. They are not willing to do anything so we have to sit here with a non functioning couch after how much we paid them. Customer service team is a joke as well and says they will call with updates but never do.

  

  Business response

  05/17/2022

  We did exchange this after many manufacture delays and we could not get a ship/arrival date on the parts due to being pushed back due to container delays. We work diligently with our manufactures and our teams to improve this as the situation evolves, as this demand isnt anything weve ever had to navigate before. 

  Customer response

  05/18/2022

   
  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

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been working with homemakers to get a couch for my basement. I picked one late last year. It was at-home delivered mid last week. It narrowly didn't fit in my basement even though I was assured it wouldn't be a problem from my salesman at the time. As soon as I could, I went to reselect the couch, which was last sunday. I picked one out that I knew would fit, and came to find out that my financing deal would no longer be honored. Instead of 3 years 0% apr, I would be forced to take 18 months 0% apr. I found this unacceptable and filled in the salesperson on my situation, the salesperson said they would contact accounting to see what they could do and that I would be reached out to on Monday. Monday comes, no contact. I called and they said they didn't hear anything back yet, but I may be reached out to later that night or Tuesday. Tuesday comes, no call. I called back today, and ****, one of the finance managers, called accounting, and in two short minutes I was told that they were not going to honor our previous financing deal. I asked to speak to ****** manager and was refused because he is one of the "finance managers", I believe they are called finance managers so that dont have to escalate their calls. So not only am I getting worse pricing now, but I also am getting a worse financing deal.

  

  Business response

  04/19/2022

  This is a  promotion that we did last November, it is turned off by NFM our finance holder.  It is not a running promo option that Homemakers can choose.  We can not reactivate. We can offer ***** months. 

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

  Controller-Homemakers Furniture 

  Customer response

  04/19/2022

   
  Complaint: 16992719

  I am rejecting this response because:
  

  I think that Homemakers has processes that need changed on their end. I was offered only 18 months instead of the 24 months mentioned in her response. If I had postponed the delivery of my original couch by two weeks, my original financing offer would've been upheld. However, when I order a new couch to be delivered in two weeks (same day I could've postponed to), my original deal isn't honored. What I need from Homemakers to be satisfied is a detailed response on how it costs them more money between these two things: my original order postponed two weeks, and my new order to be delivered instead on the day I postponed to. If anything, they would be getting more money because I'm not getting the same price discount I got on my original couch, and the new couch I picked out was more expensive.

  I understand a business not giving things away for free, but if it doesn't cost you additional money you should provide for the customer.

  I also would like the response longer than a sentence.

  Sincerely,
  
  Dakota ******

  

  Business response

  04/19/2022

  After further review, we will be reaching out the customer to resolve. 

   

  Customer response

  04/20/2022

   
  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. 

  Homemakers offered to give me the 3 year financing option which I hope they offer to others who go through a similar situation. The person who called said that they believed there was a miscommunication from the accountants to the controller about my situation, so they didnt think it would happen again.

  Big thanks to the people who did there best to help me.

  Sincerely,
  
  Dakota ******

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furniture set - bedframe, dresser and table stand was delivered in March. By May the bedframe had broken in a few different places. I contacted homemakers about the warranty. They refused to replace the defective bed and instead sent someone to repair the bed. The bed was not repaired completely, and broke again this month while awaiting for parts to be ordered to fix the original break. The company has initially stated they would replace the bedframe, and set and requested pictures of all items to ensure there was no damage. Once I supplied this information, they then changed their position and offered to repair the bed again. As stated, the original repair from May has not been completed. So therefore, another repair on top of this seems ridiculous. They sold me a defective product that broke from the very beginning and have failed to provide me with the a workable product for which I was billed. My mattress has been laying on the floor for the last 5 months. I want a full refund on the items as the bedframe is defective and part of a set. The company has not honored warranty services for defective items and has been dishonest is honoring their warranty obligations. I have had an unusable and unsafe bedframe to sleep on since within one month of delivery and the company has not stood behind the products it sells.December 13, 2021 original purchase date - but not delivered until March 2021. First broken in May 2021, second break ( while awaiting repair for first break) occurred 11/21.Transaction ID on ***************************************** Transaction amount:$1,837.83 USD

  

  Business response

  12/29/2021

  ************* was ordered 12/28/2020 and delivered out of state to **********, ** in March 2020. We were notified 8/12/2021 that the rails and slats to the bed had broken-cracked. We contracted out a service technician in the area and the tech was able to make the bed usable until we could get an exchange to the customer.This bed was and still is on back order with AAmerica manufacture. Due to reasons beyond our control, lead-times associated with furniture have unpredictable & fluctuating delivery dates. We are experiencing excessive delays on products and parts. We are working diligently with our manufactures as the situations evolves, as they continue to be impacted with supply chain headwinds. This demand isn't anything we together have ever had to navigate before.
  On 11/23/2021 the customer requested a return of the set as it broke again before replacement arrived.A service manager had looked at the photos and had authorized replacement parts for the defective pieces and ordered them as parts in hopes on getting them sooner than the entire bed as they were the pieces effected, also determined that the bed was on hardwood floors and when the bed is moved it is sliding causing the damage to the center support legs to buckle-**** knife and then the damage occurs.It was requested the furniture be put on non-slip protector or possibly a rug to prevent this (this was not suggested to the customer at the time the technician was out). Customer submitted a chargeback to PayPal that was denied and the parts were ordered 12/13/2021.We are going to authorize return of the item as we failed on the first service to suggest a non-slip protector or a rug and due to delays on getting product-parts from the manufacture.

  Customer response

  01/21/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Please reference complaint number ******** which was closed prematurely. The business response was disingenuous. I have attached all communication I have had with the business since they stated they would honor a return. Please note I have been sleeping on the floor for months and they have not honored their statement of allowing return. Further, as the items were bought in a matching set- they all need to be returned. They sold me a defective item (bedframe) and then have not responded in a timely fashion to resolve this ongoing issue.
  
  Sincerely,
  
  *********************

  

  Business response

  02/21/2022

  This was turned over to our Accounting manager to respond to as she controls the out of state refunds so I apologize if there was no response on the case.

  I just spoke with her and this was refunded back to *********************** PayPal account on February 8th in the amount originally paid of $183783. 

  Customer response

  02/21/2022

   
  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,
  
  *********************

*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. ↩