ComplaintsforHOM Furniture, Inc.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a ************** & paid a down payment of $1358.06, on September 5, 2021. We were told it would probably be Spring of 2022 before we received them. My wife called the sales person, who's also the manager, on January 26, 2022, & left a message for *********************, the sales person. She didn't return the call, so my wife called again April 2, 2022. ***** said it "was in line for production". I called again June 17, 2022, & spoke with ****, who said it would be ***** months, & that ***** had told my wife that. ***** never told my wife that. I tried to call ***** again on September 19, 2022, & left a message. Unsurprisingly, she never returned my call. It has now been 13 months & counting since we ordered the ************** Supply ************* excuses just aren't cutting it any longer.

  

  Business response

  10/17/2022

  RE: BBB claim 18210941

  
  Dear ************

  
  Today myself and our District Manager ***************** contacted ***************************** and his wife *************************** about the frustrations they expressed in their letter to the BBB. We apologized for how frustrated they have felt and that we want to work with them to resolve this.

  
  We also let them know that the manufacturer has still not fully caught up with their production since Covid first hit. Early in the day we reached out to the manufacturer to find out their product is not due in until December, and relayed this information to our customer. We understand our customer has been waiting a very long time and sincerely appreciate their patience.

  
  We also apologized that they felt they were not given good communication on the progress of their order. Both *** and I said we would personally track their order and give them regular correspondence every few weeks to ensure they know the status of the furniture. They thanked us for calling them and for the information we were able to track down for them.

  
  If our customer has any more questions please feel free to reach out to myself or ******************

  
  Sincerely,
  *********************************
  Executive Assistant
  PH: ************

  Customer response

  10/18/2022

   Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. We don't think anything further can be done by HOM, but please know we're not happy at all about the delay in getting our furniture, or the poor communication by the salesperson.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had purchased furniture to be delivered to our new home in Hackensack. I totally understand the issue of the delivery logistics only being able to schedule deliveries in our neck of the ***** every two weeks or so. The delivery guys were great...I even gave them a pretty good tip. The one issue they had was the hardware wasn't placed on the delivery truck for our king sized bed. The delivery man called and reported the missing hardware. **************** called the next day and apologized and said that they would have someone come up with the hardware and set it up but it wouldn't be until Tues 8/30. We called 8/30 as we hadn't heard from HOM to see when they were coming up. My wife was told that they would not be able to come up with the hardware and assemble the bed. They told her they'd have to mail the hardware and we would need to assemble it ourselves. Honestly, I wouldn't have had a problem with this had they told us this originally. The issue is, why were we not told this all along instead of stringing us out for another two weeks. And why did my wife need to call to be told this wasn't an option. We have basically been sleeping on the floor for a good month now. When my wife spoke with a customer service manager on 8/30, she had requested HOM to overnight the hardware. I called today to follow up on this and was told it wasn't going out until today, 8/31, and it would be 3-5 days. I am not even sure if I will get any directions on assembly...it's more than just your basic headboard. I asked the rep if I could speak to a manager, was put on hold....the same rep said she spoke to the manager and was told it was shipping today and it would take a few days. The customer service manager didn't have the time I guess to speak with me. Very poor way of doing business. Which they will have none of mine in the future.

  

  Business response

  09/06/2022

  To whom it may concern,

   

  We thank our customer, *******************, for reaching out to us with their concerns. We contacted them on 9/3 and offered to send a delivery team to complete the assembly of the furniture that was ordered.  We have also offered $200 back to the original form of payment as compenstion for the inconvience that was expierenced. The customer was accepting of this option, and we have scheduled the delivery team to come out on 9/6. We thank our customer for allowing us the opportunity to come to a resolution with them on this matter. 

   

  Customer response

  09/07/2022

   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.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid cash for a complete bedroom set June 5, 2021 and was told I would have it by Oct 2021 but October came and went and I was told Dec. 2021, March 2022, April 2022, and now May or June 2022. Very poor customer service no followup calls and I paid cash for the set and still have nothing.

  

  Business response

  04/18/2022

  We apologize for our customer's frustrations. Our Sales Manager *************************** at our ***** showroom has attempted to follow up with ****************** to resolve this. He left a voice message on Monday April 11th and again on Tuesday April 12th. He then sent the below email to her on April 12th at 10:41am. If the customer can please reach back out to ******* we're happy to continue discussing a resolution. 

  Hey ****,
  My name is ******* and I am the Sales Manager at the HOM Furniture store here in *****, **. We saw that we were having a situation with product delays with your specific order and I wanted to reach out to see how we can assist you.
  Your order does look like it has a receiving batch on it, so it could potentially be here in the next 4-6 weeks, of course I do not want to put a guarantee on a date until it arrives. There could also be another delay as well which I know is frustrating. All of these delays have been very frustrating for our customers over the past few years and it is an unfortunate situation for all parties involved. We do apologize and want you to know we are doing everything in our power to get your product to our distribution center as soon as we possibly can.
  If you do not want to wait any longer and want to cancel your order we completely understand. If you do cancel we would be more than happy to offer a full refund via check. 
  If you would like to reselect we can offer up to a 15% discount on any other bedroom set in the store and also offer a free white glove delivery to your home address in **********, **. 
  If you would like to wait a little longer to see if your product comes in that is fine as well. We promise we will keep an eye on your order and contact you as soon as it is available. 
  I look forward to helping assist you through this situation. 
  Let me know how we can help!
  
  ******* Clouse 
  ************
  ****************************
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered the Colfax custom sectional, April 8 2021 $4800. Weve been given several delivery dates; August 2021 December, March 2022 and still waiting. February 9,2022 we were told:If you ordered it today, they are showing the same estimated arrival time because they are all part of the same Purchase Order. So basically we are still selling Colfax items from the same purchase order as of right now.So technically my sectional is stuck because HOM wants a larger order with the manufacturer. My item/order is waiting to get aggregated with orders placed in 2022!

  

  Business response

  03/18/2022

  Dear BBB,
  We apologize that our customer is frustrated with the wait for their custom order product. We appreciate their patience and please know we are doing everything we can to get their product here in a timely manner. Delays with factories receiving raw goods and delays in shipping and at the ports have unfortunately caused delays in us receiving products for our customers. The furniture industry is not the only industry to feel these delays.

  To speak to this order, our Bloomington showroom manager spoke to our customer on March 17th to apologize for the delay and let them know we are showing this is on the water and currently we are hoping to receive it sometime between the beginning to middle of April. We do not have an exact date as of yet because the ports are unable to give us an exact date the product will be arriving and then off loaded from the ship. Our good news is that we do show promising information for us to receive this in April as we do know for sure that the container this product is on is on a ship coming this way.
  
  Our customer special ordered this product, which means a special color was picked out different from how we stock this piece on our website. If you go to our HOM Furniture website and look up the Colfax sofa, in the color we stock it, it will show you it is currently not available until between Mid-May to Mid-June. Our customers special ordered item will arrive before our next in stock purchase. We apologize if our customer was told something other than this but we want out customer to rest assured we are not holding up their PO. We will continue to do everything we can to get our customers their product as quickly as the industry will allow us.

  We will continue to update our customer on the status of their product and get this to them as soon as we can. We thank them again for their continued patience. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled and purchased a bed that has a base that lifts the bed up because I have to sleep sitting up. In November of 2021 the remote stopped working. It took the warranty company over a month to send someone once the remote was shipped. After installing a new remote I got to sleep in the bed for 2 days and then the motor went out and the bed would not stay up. It took over a month for the warranty company to send someone. When the tech arrived he replaced the old motor with a new motor that was shipped to me. When the tech was done installing the new motor, that HOM shipped, it was faulty and did not work. The tech put the old motor back in and told me I needed a new remote again? It is now the end of February and I still have no bed to use! I would complain about the warranty company too but they have so many complaints with the BBB all over the country it wouldnt do any good. I would rather let consumers know that HOM dispatches a company that has one tech in this area so for over a month I have been waiting for a remote so the tech can come and install. I have been without a bed for about 4 months and have had to sleep sitting up on my couch which is not very comfortable. It is unthinkable that a company as large as HOM would work with a company that has so many complaints with BBB. As with everything now days, greed is all that matters to these big companies. I have learned..my ****** to never shop at HOM and..that the BBB is not a big deal anymore to companies as the company the tech came from has so many complaints.

  

  Business response

  03/03/2022

  HOM Furniture has sent the customer the replacement control box. Servo is installing the control box on 3/30/22. HOM Furniture has been in contact with the customer and offered a sooner appointment but customer is going to keep service appointment with Servco as this is the technician who was out to service the adjustable base previously. Customer will contact ******************** if there is anything else we can do to assist. 

  Customer response

  03/11/2022

   I am rejecting this response because:
  
  I made this not to get a response but to let other customers who check BBB before purchase to inform them of the horrible customer service as far as warranty goes. I thought that the BBB was a way to do that but have since found out from posting on social media about my issue and over half didnt even think BBB was still active!! I guess the BBB isnt what it was when I was younger.The BBB means nothing these days. The only thing it accomplished was that someone actually called me back after almost 4 months. I have just decided to not purchase from HOM again and let other potential customers about the warranty company HOM used. Now days social media helps more than the BBB I have found. 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered mattress and bedroom set from HOM in ********,** in February, 2021. Received the mattress, bed frame, nightstand and dresser in April and required us to pay the total amount even though we did not get the complete set. I keep calling and they keep saying it will come in and not saying what year. Spoke with sales person and she suggested that we pick out a chest from another set that would not match or to cancel the order. I spoke with a customer rep and was told that I just needed 10% down to hold the order, which another customer rep said that cannot be done. we wanted HOM to pick up bedroom set and mattress and would charge us a 40% restock charge. HOM has our money and we are not getting our chest. Sales invoice 26-1509156 ordered 02/28/2021

  

  Business response

  12/29/2021

  HOM Furniture has been in contact with the customer. Unfortunately as an impact of COVD we have experienced significant delays from many of our vendors. The customers chest is on a PO that is currently in transit (on the water) and expected to be received in stock the middle of January. HOM Furniture will connect with the customer at that time to schedule delivery. 

  Customer response

  01/02/2022

   I am rejecting this response because: What if I do not get the chest in the middle of January?  I only heard from HOM after I filed the complaint.

   

  
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  H333537373532****3436H in **********, ** has not delivered our paid for living room H39313237363635**35H $4,928.38. We ordered March 3, 2021. We have telephoned many times and still no delivery or help with this issue. We were told when we purchased the H39313237363635**35H that it would be delivered in ******* **** we received our invoice #**-769431, the delivery was changed to September. Since then we have been told the delivery date will be October, then December, and now possibly into January. The store manager, ****, and the sales person, *************************** have not helped us. They have given no reason why nor have they checked with us without us initiated the conversation. I want my order canceled and my money returned.

  

  Business response

  09/14/2021

  Dear Kristian,

  We thank **** ** for her patience as we know it has been a long wait to receive her special order items. Covid has caused many delays in shipping and manufacturing throughout many industries. Furniture has been hit especially hard as many items or components are imported from overseas. We have confirmed with our purchasing department who confirmed ****************** sofa and recliner have been manufactured. Currently the issue is that the ports are extremely back logged and thus we are working to get her items, along with others from this vendor, in a container and on a ship bound for the **. We do not have an exact time of arrival but we are working to try and get it here by sometime in December. 

  We understand that our customer has been waiting on this product since March, when they originally placed their order. Normally special orders such as this, require a 40% restocking fee if cancelling as the product was ordered specifically for the customer. We appreciate the patience our customer has given us and understand the wait time has been extremely long. We want to work with our customer thus our ********** Showroom Manager *************************** reached out to her today, September 14th, and left her a message to say we will cancel her order and refund her any money paid without a restocking charge, she only needs to contact us back to confirm this is in fact the action she wants taken. Once she has contacted us back contact we will process the cancellation and refund. Once the cancellation is processed please allow **** business days for the refund to show in her account. 

  If you have any further questions please let us know. 

  Sincerely,

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

  Customer response

  09/15/2021

   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.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new bed along with a frame and headboard from HOM Furniture in *************. After delivery I opened the materials I needed to assemble. Prior to assembly I noticed there were scratches throughout my new product. I called HOM to try and get answers and I was ignored. Then I was able to speak to someone who gave me their email. I sent photos along with information they asked. I had to repeatedly email and call about the issue. Someone was supposed to contact me. Never did. I am pregnant and due to harder times felt like I was not taken seriously. I will attach some emails and pictures I have. I cant send the phone calls I made because I didnt think to take pictures of my call log. I was under the impression that I would receive a phone call, that would correct the problem. I would receive a new product and they would disassemble and reassemble the new one.

  

  Business response

  09/03/2021

  HOM Furniture has been in contact with the customer. We have set up an exchange for the bed and will contact the customer to schedule the exchange as soon as inventory becomes available. 

  Customer response

  09/03/2021

   I am rejecting this response because:
  
  Someone did reach out to me. But they said they (HOM) didnt have the inventory and could contact me when it becomes available.  BUT they (HOM) also said they would reach out with another option. A monetary option. Havent heard the response about the financial aspect. So its not a full decline but I would like to hear all options. Thank you. 

  Customer response

  09/20/2021

   I am rejecting this response because:

  I was told there would be multiple ways in which to rectify and they would notify me. Ive heard back once (immediately following my first BBB reach out) and the lady said shell get back with more information which has yet to happen. Hopefully I hear back from them after this attempt. As of now, nothing has been corrected. 
  thank you 
  

  
  

  Customer response

  09/29/2021

   I am rejecting this response because:

    Thank you for reaching out. They havent reached back out to me at all. No calls to emails. Which they said they would. But nothing from the first time I contacted the BBB. I am pregnant, and thoroughly upset with them. Very dishonest company! 
  

  
  

  

  Business response

  09/30/2021

  The customer is requesting a monetary adjustment rather than waiting for the replacement bed. HOM Furniture has provided this credit to the customer and emailed her a copy of the credit invoice. The customer indicated she was happy with this solution. 

  Customer response

  09/30/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did not want to wait until December for a replacement. I took a partial refund instead. 

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I picked out furniture in May and paid for it in July had it delivered on 8/7. I noticed after the delivery team left that they badly damaged my walls. I called the store. I was told someone would be calling me back. Nobody called. I called customer service on Wednesday morning, I was told someone from property damage would call. Nobody called. I called on Thursday or Friday, I was told again that someone would call, at this time I also told them that I noticed that my couch was also damaged. They said that a replacement could be delivered on Monday. I never heard from anyone from property damage. I called my sales person ***** and talked to her on Friday evening, she said she would send an email and she was sure I would hear from someone very soon. I did not. I called her on Sunday midday and told her that I would like to cancel delivery of the sofa and would like all the furniture picked up for a full refund. Her manager called me and arranged for this. He said he would submit to pro

  

  Business response

  08/31/2021

  HOM Furniture has connected with the customer. ******************** has reimbursed the customer for the repair of the drywall damage. Additionally HOM Furniture has also provided a refund of the original delivery fee. 

  Customer response

  08/31/2021

   I am rejecting this response because: I have not received any money for my repairs yet. Once I have a check in hand I will accept this response. They have issued a refund to my credit card for the remaining balance. This has been a terrible experience. So much time has been wasted and all the stress they have caused me was so unnecessary. I dont understand why it had to come to this. Thank you BBB for helping to resolve this!  I will let you know if/when I have the repair funds in hand and am made whole. 
  
  
  

*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. ↩