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:03/08/2025

  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 ordered furniture on January 1, 2025. We paid sales tax at that time of $83.86. We were told it would arrive in 4 to 6 weeks. After 6 weeks we contacted Home Room and we were told it was delayed a month prior and they can not tell me when the chairs will be delivered. I asked for a refund of the tax paid and they refused to refund me my money. They indicated I could pick something else out. However, I cant wait another 4-6 weeks, and if I can find some thing we like.

  Business Response

  Date: 03/18/2025

  The customer's order was cancelled with the manufacture. The customer did a credit card dispute so the customer does have the $83.86 refund back in their account. If the customer has further issues she is welcomed to reach out to the store for further assistance. 

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because: The attached credit card dispute letter indicates a TEMPORARILY credit from ************ not a credit from the merchant. Currently the business has NOT issued a credit to the credit card company. If the order is indeed canceled, then a credit from Klopfenstein's Home Rooms and Mattress should be issued post haste. In regards to contacting the business we have tried several times unsuccessfully. The one time were able to speak with the manager he ended the call abruptly.     
  
  
  

  Business Response

  Date: 03/21/2025

  The credit card dispute was pursued by the customer and we were notified on the 14th. As a business we respond to the credit card company if we are allowing the charge to be taken from our account. After being notified, we informed the credit card company that we were allowing the debit to be taken from our account. (See attached) We are unable to require the credit card company to process the refund faster. The debit has been taken from our account so we will be unable to process a refund at the store level since the customer pursued the credit card dispute route.

  Customer Answer

  Date: 03/24/2025

   I am rejecting this response because:
  
  Today on 3/24/2025 @ 8:17am. I contacted the credit card company and they have no record of the Merchants response. Merchant mentions an attachment, however the attachment is the my dispute letter. 
  

  I would please like a copy of the letter they received and their response, dates. 
  

   

  Business Response

  Date: 03/24/2025

  As the merchant, we respond to our credit card processor, not the consumers. Again, we have no way of interfering with the credit card dispute process for this customer. We cannot process the refund because that money has already been taken out of our account to give back to the customer via the dispute process. 

  Customer Answer

  Date: 03/24/2025

   I am rejecting this response because:
  
  Until my credit card company indicates that a true credit is issued not a temporary credit. I dont consider this matter settled. We can keep responding back and forth within the 7 day window until such time an actual credit is issued by my credit card company.  

• Initial Complaint

  Date:02/19/2025

  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.

  My wife and I went into Home rooms and furniture on Jan 1, 2025 and bought a couch on a 12 month payment plan, the total price of the couch is 3200$. We also bought a protection plan for 300$ As of February ******* the sectional we bought is splitting at the seams in multiple places and the couch has many more spots with loose threads coming out. The couch has only been used for a month and it already has visible tearing. I have called multiple times to try and get someone to fix the tears but I cannot get anyone to answer or call me back. At this point I am tired of dealing with the couch, the quality is not up to par with what was promised by the sales person Kam. I want to return the couch and be done with this company, as they have not delivered what was promised.

  Business Response

  Date: 02/24/2025

  We apologize that the customer is having issues with the items that they purchased. Our team strives to make sure that the customer's items able to be used as the intended purpose when they purchased the items. 

  The customer did reach out to our store location who gave then the service center's contact information. The service center did not hear from the customer so they were not aware that any issues were occurring. Our service team did reach out to the customer on the 20th and has been in communication to get the defects resolved for the customer. 

  The customer is scheduled for their service appointment on the 3/3/25. If the customer has any further issues please reach out to our team at ************************************************************. 

  Customer Answer

  Date: 02/25/2025

   I am rejecting this response because:
  I did address my concerns to the care team and they skipped over and only addressed certain issues. I feel like anyone would be upset after spending 3700$ on a couch that has ripped and is ripping in multiple places only after 2 MONTHS. The care team blamed the issue on us and claimed that anything can snag fabric, but this couch is only 2 months old its has barely been used. My question for them is, why is the fabric snagging so easily, why have they used a fabric that is of extremely poor  quality? This couch will continue to rip apart because of the fabric that was used. I had no idea Home Rooms would use such bad materials. As of February 25th we have an appointment for the care team to come out to look at the couch. 
  
  

  Business Response

  Date: 03/04/2025

  Thank you for reaching out to us. Our records show that your service was completed on 3/3/2025 with the technician indicating that all issues have been resolved. If you are still experiencing issues, please don't hesitate to contact our service department directly, and well be happy to assist you further.

  Regarding the product you purchased, we would like indicate that that this set was displayed on our showroom floor. We encourage all customers to test out products before purchasing to ensure they meet expectations. As stated in the terms and conditions at the time of sale, we are unable to process a return for this item.

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because:
  On 3/3 a repair tech came out to fix the rips and to put new brackets on the sectional. He didnt even have the right hard ware to fix the brackets on the couch and asked us if we had them, we told him that we did not. He had to leave and go to the hardware store to get the right bolts for the brackets. Then he informed us that he was told by management to just glue the rips, there are three big 3-4 inch rips in the couch. So he proceeded to glue the rips. As of today 3/4/25 the repaired rips are already splitting back open.  I had tried to contact the customer care team by text and phone and have yet to receive an answer. The repair tech that came out said the seam splitting is not normal and what he would consider to be a defect. He said the couch is Giovannis and from *****, and that if they were to get new fabric to repair the rips properly, it would **** *-8 months. This is completely unacceptable. This couch is two months old. 
  
  
  I feel like I am owed compensation on the couch because of multiple reasons 
  The couch was not delivered as expected with the wrong brackets on the far left end of the couch
  The couch isnt even two months old yet and it is already ripping and fraying in many places. I have had to cut off many loose threads. 
  Now I have to mess around and try to get the couch fixed, and have more strangers come into my house to access the damage, this process has been a complete inconvenience. 
  The couch is TWO MONTHS OLD, it should not be ripping like it is, for a 3700$ couch i figured it would hold up better than what it has, and I am sure once the rips are fixed, it will rip again.  
  The repair the tech team did on the couch didnt even last a full day. They glued the fabric. It was not properly repaired and the tech said if to properly repair the couch it would **** *-8 months.
  
  

  Business Response

  Date: 03/05/2025

  We are sorry that the customer is still not happy with their service. We have been in communication with the technician that was sent on-site.The seams were glued, a normal resolution to seam separation. The technician stated that due to the extensive pet hair on the item he was having difficulty completing the service as expected but was able to resolve the issues at the time of service.

  The service team has been in communication with the customer regarding the separation that is occurring again.

  We will be unable to approve the return to the customer as they are outside of the three-day grace ******* The technician was able to resolve the incorrect brackets by replacing them. The customer service team has placed an order with the manufacturer to order three new cushion casings to replace the ones affected by the seam separation.

  When the order is received we will coordinate with the customer to schedule a time to complete the service. For any updates on the order, the customer is welcome to reach out to our service department at ********************************** or by messaging the store number. 

  Customer Answer

  Date: 03/05/2025

   I am rejecting this response because:
  
  The technician didnt fix the seam separation at all, it came unglued the same day. The technician obviously failed to do his job considering he could have asked me to vacuum up the pet hair, to which I would have been perfectly happy to do so. Why didnt he take the time to ask us to vacuum the pet hair so he could do his job properly? So youre admitting your company cuts corners. I called the same day and told the company I wanted to return the furniture and was told I couldnt return the furniture. And now youre saying something different that you cannot accept returns after a three day period. You are giving me the run around and saying whatever you please to see what sticks and what will make me go away. This issue is not going away.  The casings for the couch is made of the same material that ripped, YOU do not know and cannot guarantee it will not rip again. Not only that but I have to wait 2-6 months for the casings which I was told it is basically a pillow case that will be sew on. You guys are giving me the run around and I will not put up with it anymore.

• Initial Complaint

  Date:12/16/2024

  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.

  Amount Paid: $2.244.86 Order Placed Under: ***** ****** 9/16/24: Placed my order for a dining room table, chairs, and a bench. I was assured the table was in stock and would arrive in 2 weeks.10/1/24: Table hadnt arrived. I reached out, only to be told my order was released, but they had to build a trailer. I'm not sure what that means.10/6/24: I followed up again. This time, I was told the order should arrive within the week.10/11/24: No updates. I had to reach out (again!) and was informed the table was in route.10/23/24: Still no table. After pressing for answers, I was told the bench was delayed and the manufacturer doesnt split orders, so the entire order was held up.10/28/24: I finally picked up the table and chairs myself from the warehouse, only to learn the bench wasnt even there. They promised to ship it separately.11/8/24: Weeks passed with no communication about the bench. Reached out (again!) but received no response.11/11/24: Bench finally made it to their factory warehouse, but now they had to make arrangements to ship it.11/27/24: Still no updates. I had to reach out (yet again). They claimed they emailed the factory for an update on 11/25/24.12/3/24: Finally told the bench was scheduled for a freight line to leave the factory this week. At this point, Im skeptical Ill ever see it.12/16/24 - No response since 12/3 but I called them. They told me they still don't know where my bench is but should know within 1-2 days (like I haven't heard that before).I'm seeking to either have my bench before 12/25/24 and delivered to my house. OR I will drop off the table and chairs with a full refund.

  Business Response

  Date: 12/23/2024

  We are sorry for the long wait time for the bench. Receiving dates that manufacture supply are estimated and are sometimes hard to predict. The customer has received the item and has signed for the item in good condition as of 12/17/2024. 

  Customer Answer

  Date: 12/23/2024

   I am rejecting this response because:I am still dissatisfied with how this situation was handled. As a customer, I should not have had to spend my time and effort tracking down missing itemsits your responsibility to ensure that orders are fulfilled correctly and on time. This experience has been frustrating and a waste of my time. Furthermore, your practice of listing items that arent actually in stock is misleading. Invoices should reflect accurate stock availability, not whats on the sales floor or based on estimated restock dates. This lack of transparency creates unnecessary confusion and delays for customers.
  

  Business Response

  Date: 01/03/2025

  We are sorry that the customer is dissatisfied with our response.We are given estimated dates from the manufacture but dates for shipping are out of our control.  

  The salesperson did quote 11/16/2024 for the original estimated arrival time. The customer received delivery on the majority of their items on 10/26/2024 which was within the given estimated timeframe. The items that the customer ordered was ordered specifically for them. We do not keep stock at our local warehouse but were able to order the items in from the manufactures warehouse. For items like this, it could take anywhere between 2 weeks to 16 weeks.

  We are unable to provide a reason as to why the items was delayed but we do apologize that it was any inconvenience to the customer. The customer is in possession of all purchased items as of 12/16/2024. 

• Initial Complaint

  Date:09/10/2024

  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.

  My husband and I recently purchased a sectional from Home Rooms on 08/07/24 for ********. When we went in on 08/04/24 to look around we worked with Kam we showed Kam which sectional we wanted and showed him our home floor plan we specifically asked for a couch (3 seat) wedge and loveseat (2 seat). We told *** when sitting on the sectional we needed the loveseat to have the left arm and our couch to have the right arm Kam was notified of this 6 times. *** hurried us up and said yeah yeah that will be just how you want it. We never received any updated just told it would be about 3 weeks. Our sectional came in Friday 09/6/24 brought them home to put together only to realize Kam put in the order backwards meaning our couch was with the right arm and loveseat with the left arm. My husband went in the same day an hour after pick up to explain Kam did not order our sectional correctly. The manager who spoke with my husband on Friday 09/06/24 stated they would get it corrected to come back on Saturday 09/07/24 to place the order my husband went in and was told it would take another 4 weeks husband after 45 minutes we needed to wait for Monday 09/10/24 to exchange. My husband called and we were told they would charge us for a refund a 30% would come back only then was told they would call again to let us know how much they want to charge us. After calling and texting all day with no answer finally at 6:30pm *** calls to say they will exchange but we would need to now pay *****. We do not want free couches we simple want what to exchange what we originally asked for. *** and ***** at Homerooms are refusing to work with us giving us alot of false hope instead of resolving the issue on a mistake *** made never once did he explain the couches and loveseat were based on standing and looking at them to determine arm area.

  Business Response

  Date: 09/17/2024

  The customer came into our store and made a purchase on 8/7/24. They reviewed the standard procedure of the sale, including a configuration sketch, which they initialed (see attached). The customer picked up their ******************** on 9/6/24 and later called to claim that they received incorrect pieces.

  As the customer did not receive incorrect pieces, the salesperson discussed other options with them. The customer was offered a reselection with an exchange fee, but they were not satisfied with this offer. Additionally, the customer was offered a cut-down of the sectional to rearrange the layout, but this option was also unsatisfactory to them.

  The customer suggested that if we could provide fabric, they could have the item reupholstered by someone they know. On 9/14/24, the customer came into the store and purchased fabric from the manufacturer to address their complaint.

• Initial Complaint

  Date:09/06/2024

  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.

  We spent over ****** in products, all with the extra spent for extended warranties at Homerooms and one of the couches has a terrible fabric. I voiced concern about some pilling I noted on the floor model but the sales person says not to worry her boss has the same fabric and his couch still looks good years later. So reluctantly we went with it. After a few months of use the whole entire couch even places we don't sit is fuzzy and pilled up. They kept telling us its normal wear and to shave it down. Even after shaving it it still looks terrible and then pills right back up looking awful. I am 40 yrs old and never had a cough look this bad. Even if I spent hours shaving my couch twice a week it still look terrible. How embarrassing Homerooms that you are pushing this product on people. We tried to work with them to reupholster or even do partial credit so we can get something that doesn't look like trash, of course, they are unwilling to help. Stating all fabric does this, its normal. They charge a fortune, push the warranties but really do not care if the customer is happy. Very disappointing. Its no wonder they are not accredited with BBB and have so many customer complains.

  Business Response

  Date: 09/10/2024

  The customer purchased items from our store on 12/22/2022.They received free delivery of their items on 4/12/2023 after a prolonged wait.The items were delivered and signed off in good condition.

  On 2/2/2024, the customer emailed our service team expressing concerns about "fuzz" occurring on their items and requested re-upholstery in a different fabric. We followed our standard procedure by requesting pictures and informed the customer that re-upholstery is not covered under the 1-year manufacturer warranty or the 4-year protection plan they purchased.

  Due to the customer being unhappy with this response, we offered to order new seat casings as a courtesy. The customer declined this option. We then offered for the customer to bring one of the pieces to our service center in ***************. We did not receive any further communication from the customer until they brought one of the pieces to our service center on 9/6. At that time, the customer was informed that the items were outside of the manufactures 1-year warranty.

  If the customer is able to bring the items that are affected by the pilling we will inspect and service the items as a courtesy.

  Customer Answer

  Date: 09/17/2024

  When I purchased the extended warranty I was told it would cover anything. I voiced my concern with how the fabric might wear in the showroom as the showroom piece had some slight pilling already but the sales person assured it shouldn't be a problem, that her boss had the same fabric and it still looked good. As I explained to them it is disheartening to have a ***** dollar couch that looks terrible after only a few months of typical use. They offered to shave the pieces which we have already tried, it helps some and then returns right back to the same. I brought a cushion in as requested and they said they could shave it, which does not solve the problem. They offered to replace a few cushions with the same fabric which does not solve the problem, not to mention it is not a few cushions it is the entire couch even the parts that are not set on. I now have a 6000 dollar eye sore in my living space. The only resolution would be help in getting a new couch or new fabric for the whole couch. For the amount of money we spent, I had hoped the company would be more willing to right a wrong.

  Business Response

  Date: 09/20/2024

  The customer brought the pilling issue to our attention back in February of 2024. We advised them to bright the affected items into our local service center but the customer did not do so until early September of 2024. The service department was in contact with the manufacture to resolve this for the customer. The service department has reached out to the customer with the manufactures offer of replacing the back and seat casing of the affected items at no cost.

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service 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.

  ************** at Homerooms supposedly was going to order us the ****** Ivory Swivel Accent Chair SKU ******* on 12/4/2023. The only thing he did was charge us $695.50. When we spoke to ***** on the phone 12/4/23 to place the order he told us it was instock and it would be available for pick up in 3-4 weeks. I sent a message to ***** on 12/13/23 at 10:28am asking how long delivery would be and he confirmed 3-4 weeks and would be back to me with a better update. After no update was received, I sent another message to him on 12/29/23 asking for an update. ***** ignored this request, so I called the store. I spoke with ***** who was AMAZING and she felt horrible, but she said ***** didn't even place the order, but he did charge me. So she emailed me again asking for my signatures. I was charged for a chair on 12/4/23 that supposedly didn't even have my signature on file for? So I sent it all again. I sent a follow up text the same day at 1:10pm explaining my frustration to ***** for the lack of communication and again,***** ignored this message.After no update I sent an additional email on 1/4/24 asking for an update on when our chair would arrive. I received an email saying their system and the manufacturer's dates conflicted. So I went into the store to speak with *****. He called the manufacturer and they told him maybe another 4-6 weeks for delivery. At that time I requested a refund or to just cancel the order since we would now be at least 8-10weeks out and they said per policy they will never cancel or refund orders even if customers don't receive their items. 2/8/24 my husband called in 7 times with no answer so he went into the store. They said the chair would be shipped to the store on 2/12/24. My husband called in AGAIN 2/14/24 after no one called us and they said they don't have a date,but try back in two weeks. My husband confirmed with the manager if we don't receive the chair they still won't refund us. We are now over 10 weeks&no chair for my daughter's room.

  Business Response

  Date: 02/15/2024

  We are very sorry that the customer had this experience at the store. After reviewing the sale, we were waiting on a response on paperwork that was sent incorrectly to the customer. At ******************************************* and ********************** we strive to take care of every customer and it is not our intention to make have them feel ignored by their salesperson. We view this as a valuable learning opportunity for our team, and steps are being taken to ensure such issues do not occur in the future.

  After checking with the manufacture and it looks like the item is being received into our warehouse in a few days. As a courtesy we wanted to offer the customer a free Premium White ***** delivery to their *************** address. Once the item is received and processed through our warehouse, we will reach out to schedule. We apologize again for the inconvenience caused by this!

  Customer Answer

  Date: 02/15/2024

   I am rejecting this response because: that has been the only compensation offered from the beginning. We were offered that 3 times already just to get us to "go away". Even after accepting it they still offered it again with no record of free delivery previously offered. It would be great to have a free delivery. The issue is there is no chair to deliver. How can you provide delivery with no item?

  The paperwork issue that Homerooms caused was supposedly rectified on 12/29/23. That's 7 weeks ago and we were just given another "2 week" estimate. 

   Please either offer a refund or compensate for such disappointing customer service after almost 11 weeks with no end in sight.

  Business Response

  Date: 02/19/2024

  I do apologize that there was a delay in receiving your furniture from the manufacture. At the time of ordering, the ETAs are estimated dated from the manufacture. As they just estimated, they can fluctuate from the original date. As mentioned, the item was to be received into our local warehouse in a few days. As of this morning, we can confirm that we do have the piece and are ready to schedule your delivery. 

  We cannot offer a refund as the customer did acknowledge our no cancelation, refund, and return policy at the time of signing. 

  If the customer would like to schedule her delivery, she is welcomed to call our store at ************ or to our service department at **********************************.

• Initial Complaint

  Date:02/07/2024

  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.

  I purchased a sofa in spring 2023. It took 6-8 weeks to deliver. I do not recall the exact delivery date (I can look up my receipt if needed) In December 2023, I tried to call the extended warranty (extra purchase) because my sofa is falling apart. The extended warranty folks said it was still under manufacturer warranty. So I had to call the store directly. In speaking with the service department, it was agreed upon to fix the mechanical issue (my sofa is literally falling apart) without difficulty, but the armrest was also depressed, and I was calling to address both issues. The customer service rep tried to tell me that the arm rest depression (on a 3k sofa that was roughly 6 months old) was my fault. I was told that an armrest is to rest an arm and that because I rested just my elbow on the the armrest, that is was not covered. I argued my point that my elbow resting on an armrest did not cause this issue, and eventually the customer service department agreed to cover the fix of the arm rest as well. The sofa is extremely heavy, and I have no means to transport a sofa to their service department. They state they will only return to the home within 90 days, but this is a warranty issue due to poor quality. I am being told that the only way they will fix my WARRANTY COVERED POOR QUALITY issue is if I pay $139 fee for them to come to my home. I feel this is unreasonable. I have asked the customer service department to escalate my concern, and my request for escalation was IGNORED. The response I received when I asked to talk to a member of leadership, was "when can I contact you to collect payment".

  Business Response

  Date: 02/08/2024

  We are sorry that the customer is experiencing issues with their furniture. Regarding the service issues, these pieces would be covered under a one-year manufacture warranty. No labor or parts would be charged to the customer if reported within the first year of possession of the product.The fee that the customer is referring to is a trip charge for ************** to come out to the customers home. It is policy that if a customer receives Premium White ***** delivery of the product and any warrantable defects were to happen,our certified technicians will come out and correct the issue at no charge.After ******************************* the home, the customer is responsible for any shipping costs to be brought back to the service center or the customer can transport the item themselves. If the customer is not able to provide that transportation, we would be able to service the piece in home with the customer paying a trip-fee for **************. This is made clear to the customer as shown in the Delivery Option Page which the customer initials at the time of sale (Pg 7 of the attached).

  We would love to be able to correct the furniture for the customer. The trip fee for the customers area would typically be $139 for in home service. If the customer would like to proceed with the service in their home, the customer will need to reach out to our service department at *********************************** If the customer does not want to proceed with the in-home service charge, then the customer is able to bring the piece to our local warehouse.

• Initial Complaint

  Date:01/29/2024

  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.

  Picked up a chair we bought 1-23-24. As soon as we got it home and put it together you could not even sit in it. It leaned to far forward you would slid out if it. Went back to store next day and spoke with manager who was so ******* and arrogant and told us all sales are final and if we said anything else the deal was off the table. They had already been paid and no one ever mentioned that all sales are final and the only deal on the table was if they would fix a chair we had less than 24 hours and could not sit in. I contacted service and they attempted to fix it but I want to return this broken chair they sold me as new and get my money back.

  Business Response

  Date: 01/29/2024

  We are very sorry that the customer has experienced issues with their new product. We never want our managers to act anything other than courteous and professional towards all guests. Our terms and conditions are given to every customer and initialed at the time of sale. This states that our store does not allow refunds, returns, or cancellations due to each order being custom ordered.A copy of our terms and conditions are also provided to the customer at the time of sale on the back of their invoice.

  If an item is defective from the manufacture, the customer is covered under a one-year manufacture warranty. The item will first be assessed by one of our *************** technicians and they will determine if the item is serviceable. Many times, issues arise in transit and can be corrected in our local shop. Based on our records, the customer has contacted the service department and the item had been corrected for service. The customers service order was closed when the customer picked up their item on 1/26/2024. If the customer is still having service issues, we would love to help. The customer can reach out to our service department at **********************************.

  Customer Answer

  Date: 01/29/2024

   I am rejecting this response because:
  They never disclosed that there is a no return policy. The company put our paperwork in an envelope and gave it to us like that and never ever said anything about no returns. We would not have purchased it if we knew there was a no return policy. This is a very deceptive practice by not advising customers that you cannot return anything.

  
  

  Business Response

  Date: 01/29/2024

  Our terms and conditions about our refund policy are spelled out in the Cancellation Policy section and are provided to the customer at the time of sale. The customer is required to initial these terms and conditions at the time of sale acknowledging that they understand and agree to the conditions. The original copies of the sale (see attached) shows that the customer initialed the agreement to these conditions (page 2). 

  Customer Answer

  Date: 01/29/2024

   I am rejecting this response because:
  As you can clearly see the all sales are final has NO Initials because they never disclosed it..we did initial about the so called special order which was in stock in the warehouse and picked up the next day they were open..There was NO special order and they added the all sales are final after it was initialed for the order and at NO time did anyone say you cannot return anything..When we said we wanted the chair the sales person said it would have to be ordered so we said ok and then they decided they had one in the warehouse..Now how did a special order already end ** in the warehouse. Could it be someone already returned this chair because it doesn't work and they sold me a bad chair already returned.
  
  

  Business Response

  Date: 01/29/2024

  The customers referencing the All Sales are Final stamp,page 1, that is an addition to the sale to make sure that the customer is aware of the policy, but an initial is not required. The stamp is merely an extra step to clearly lay out to customers what the terms and conditions already state, page 2. As shown on the page 2 of the invoice, which the customer did initial,the terms and conditions are spelled out clearly in the Cancellation PolicySection. The initial on the back of the page is agreeing to those terms and conditions of the sale.

  Based on our inventory audit, this item was received into our warehouse on 1/19/2024 and has never been previously owned. 

• Initial Complaint

  Date:01/18/2024

  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.

  We shopped what was advertised to ** as a special private pre-sale event at Homerooms Furniture & Mattress on Thursday, August 3, 2023. We were invited to this event because we had been in the store looking at items the week prior. We were told by the salesperson, *****, that the only way to hold these items at the special price was with a pending valid form of payment that day (the items were substantially cheaper than they were marked the week prior when we were there). At the time, we were not even sure if the furniture would fit appropriately in our new construction home (that we were not yet living in), but were told we could call the store and let them know if we wanted to proceed with the sale and an actual processed order or cancel the pending purchase. Unfortunately, this did not raise a red flag to us as we have many pending charges on our card that only post when they are actually processed or fall off if not. However, after calling the store (not knowing this was going to be an issue, I did not keep diligent records but do have proof of the call on August 7th), I was told that the message of not wanting to order the furniture would be given to our salesperson, Tiler. I do believe it was a manager that I talked to, and they were very short with me and said that they dont handle orders this way and basically said they did not know what I was talking about. Unfortunately, it is evident now that many things were NOT disclosed to us at the time of our visit to the storetheir hidden terms and conditions, their attempt to sell protection plans by incorporating them into the sales price without disclosure of associated line item charges until written (***** told us the protection plan was INCLUDED AS PART OF THE SPECIAL PRICE; however, this is simply not true as it is a line item), the timeframe they said it would take if we ordered the furniture (4-6 weeks also written on the order), and probably a longer list if all customer interactions are investigated. However, more concerning than the numerous misrepresentations and egregious sales tactics, is the fact that they not only place their terms and conditions (which do not match their verbal sales tactics) on the back of the invoice (which a customer would never turn the invoice over and look unless advised to do so, at least I have never turned a receipt over and looked at the back) BUT THEY ALSO FORGED OUR INITIALS on this agreement. Over numerous months we have attempted to call the store but they seldom answer and when they do they tell you a manager or our salesperson, *****, will get back to you but they don't. On one occasion I did talk to a manager and said to have my attorney talk to their attorney, and today (1/18/24) the salesperson did call and stated the same thing. He also stated they have a video of me (***********************) signing the back of the invoice but the initials on the back are not "CB" which are the only initials I would sign as it is my legal name and signed on many documents. Furthermore, the only communication over this period of time (other than the above mentioned) was text messages which we do still have all of them. There were several stating that the furniture had not yet been received (the loveseat wasn't even ordered, again according to salesperson, Tiler, but was in their local warehouse the very day we were at the private event). OnNovember 8, 2023 (for the first time) they claimed ALL three pieces (they we never placed on actual order on) were in their local warehouse. IF we would have place the final order as they are stating (again let it be on record that we did not) that would have been three months and five days after the date we were in the store. Again, we never ordered the furniture but this goes to show that their sales tactics are simply lies. This is around three times the 4-6 weeks written on the pending purchase. From reading all the other complaints it just seems this business LIES!!!! Had we known then what we know now we would have never stepped foot in the store.

  Business Response

  Date: 01/22/2024

  We are sorry that the customer feels as if we are misleading them. At the time of sale, there is no notation on the paperwork indicating that this would be a pending sale. The estimated arrival of special order was listed as 4-6 weeks but as that is an estimated arrival, that can change. The salesperson reached out to the customer around 10/12/2023 regarding the loveseat and sofa being in the warehouse and that the customer could pick up those items while she waited for the recliner. The customer did not reach out to schedule at that time.
  Regarding the sale invoice, the customer has provided a carbon copy receipt that is given to every customer at the time of sale. The original attached shows a signature of ********************* and ** who is also listed on the sale who we are assuming is the customers husband. The original shows that the salesperson circled the Cancellation Policy indicating that the customer saw that side of the receipt at the time of sale.
  We have offered the customer a free delivery as a courtesy for the longer wait and the customers sale currently reflects that. We are willing to work with the customer if she has determined that the sectional does not fit. The customer will need to visit our *******. Location and the manager ****** will be happy to assist.

  Customer Answer

  Date: 01/24/2024

   I am rejecting this response because:

  First, Home Rooms Furniture stated in their response that contact was made on 10/12/23 that part of the order was delivered but not all. The ***** SHOULD NEVER HAVE BEEN PROCESSED! Furthermore, why would any customer want to rent a vehicle TWICE get ********************. This date was also TEN WEEKS after we were in the store and by their own admission had we placed an order the merchandise was still not all there. 

  By law cancellation policies must be fully disclosed (an argument could be made that the BACK of any receipt or invoice is NOT full disclosure) which was not done but if it was a carbon copy as they stated why would we be in possession of an unsigned document. 

  Lastly, the stated that "We have offered the customer a free delivery as a courtesy for the longer wait." There has been NO communication of this to either myself or my husband, *********************, the "customers." Again, the ***** SHOULD HAVE NEVER BEEN PROCESSED (the salesperson ***** is fully aware of this and that is why the call to him resulting in him telling me to have my lawyer call his lawyer). So, this statement is irrelevant except for the fact that it adds to the many false statements made by Home Rooms Furniture. As a result of Home Rooms response to BBB, I did attempt to call Kamdyn and he did state that we would have a free delivery but could not tell me when this had been offered to us. He also stated that we could have a store credit. This is not satisfactory as the money should have been posted to our credit card as a result of the items being cancelled and furthermore, we are not comfortable with doing business with Home Rooms based on our experience with them this far and now finding out all the additional information we have about this business. 

  
  

  Business Response

  Date: 01/25/2024

  We are sorry that the customer is not satisfied with the options provided. The store provides the customer with the carbon copy of the front only at the time of sale. The attached, which is the original copies of the sale, show that the initials JB are present on the back of the sale. The customers signature is also on a line that states that I agree to this special order as written. This order is subject to the terms and conditions on the reverse side of this form. I approve of the terms and conditions of this sale. The customer is also provided the reverse side of the sale which lay out in detail the terms and conditions.

  
  The customer was contacted with the number that was provided to us on 11/6/2023 by a store employee. The caller indicated that they were not able to speak at that moment but would call back.During that phone call, the customer was informed of the free delivery. After,the customer received numerous text messages indicating that they would be receiving a delivery of their order. (Images provided)

  
  Our terms and conditions are provided to every customer at the time of sale. As a courtesy, we have offered the customer to reselect for items that are compatible to the customers space. 

  Customer Answer

  Date: 01/30/2024

   I am rejecting this response because:

  The business continues to manufacture information. The only phone number provided is a cell phone in which I have a list of all calls. There was no call on 11/6/23 as indicated even made and NEVER did they talk to myself or my husband. The text messages do exist as documented but what is ironic is that the Tiler, the salesperson, stated both the protection and delivery were included in the "special" pricing. The entire transaction was dishonest, misguided, and quite frankly they put customers under duress with their sales tactics. The ONLY reason we proceeeded was because we believed what we were told (in retrospect not a good decision based on the pressure we felt) and that we could not move forward with the sale if we decided to do so. We do have record of the call that we made when we gave them this information. We have tried to communicate with the store by phone on other occasions and they often do not answer their phone during business hours. So, it is difficult to even do so. The manager that I did talk to, ******, was at least pleasant but not willing to cancel the sale that never should have occurred, unfortunately. He did mention that it was because we purchased other furniture (which I never stated) but had we proceeded with the sale we wouldn't have sat on the floor for over three months while waiting on furniture stated to be delivered in 4-6 weeks So, we still would have had to make other arrangements even if the furniture had been ordered. Please also note that our credit card company was made aware of this situation back in August, so even though the timeframe was MUCH longer than stated, it had nothing to do with that but simply the fact that the sale was processed without our approval. Again, the back of the form was NOT initialed by myself or my husband. Hidden terms and conditions that were mysteriously initialed by us...
  

  
  

  Business Response

  Date: 02/02/2024

  We are sorry if the customer felt pressure to purchase that day. We would never want a customer to feel like they are being pressured to purchase. The customers signature and initial are shown on the original copy agreeing to the terms and conditions of the sale.The customers copy does not show an initial because it is a carbon copy of the sale. When the sale is flipped to show the customer the terms and conditions it does not transfer to the carbon copy.

  The customers original invoice also shows that they provided two phone numbers at the time of sale. According to the notes, the office manager called ***** on 11/6/23 who indicated that he was not able to speak at that time but would reach back out. On 11/7/23 the office left a message for the customer and sent a text message to both the ************ and ************ numbers. These two numbers were provided to the store at the time of sale.

• Initial Complaint

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered furniture on November 24, 2023 and I was told 2-4 weeks for delivery. Today is January 13, and still no delivery. Company does not reach out with updates. I am always the one contacting them Requesting billing adjustment due to going in to week 8 and still no delivery

  Business Response

  Date: 01/16/2024

  I am very sorry that the company you purchased your furniture is not delivering in a timely manner.  From your receipt it looks like you purchased it from Klopfenstein Home rooms Furniture on *********.  That is not **.  **** Klopfenstein Furniture and Flooring is not connected with Home Rooms Furniture on *********.  **** Klopfenstein Furniture and Flooring has a location at ******************************************************* ** ***** and *************************************  I am sorry that I can not assist due to it was not purchased from ** **** Klopfenstein Furniture and Flooring.  

  ***** Klopfenstein

  **** Klopfenstein Furniture and Flooring

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

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

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

   

   

   

  Business Response

  Date: 01/16/2024

  We sincerely apologize for any inconvenience caused by the perceived lack of consistent updates on the customer's order. Our commitment is to offer accurate timeframes, recognizing that adjustments of the timeframes may be necessary. The initial purchase was made on 11/24/23, but the customer later modified the color of the items in early December, impacting the original estimated time of arrival.
  Communication with the salesperson occurred through text messages but we apologize if the customer felt as if the salesperson was not the one to reach out first. The current delivery schedule is set for 1/20/24 and the customer has received a billing adjustment in the form of a 50% reduction in the delivery fee and received a refund of the remaining amount.