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:05/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On a Tuesday i ordered a bedroom set over the phone with Home Living Fine Home Furnishings, On Thursday due to a family emergency i tried to cancel my purchase. I spoke to two representative and was told. NO REFUNDS. This was NOT a specialty order. It was for a set advertised on their web site. I was told 4-6 weeks for delivery. At no time was i informed that a refund for an item advertised on their web site that refunds were not available. I tried to cancel before my payment even was processed with the credit card company.

  Business Response

  Date: 06/10/2024

  Dear Sir / Madam,

  The customer placed an order on 5/28.  Because this is not a stock item, items had to be special ordered from the manufacturer. Upon completion of the sale over the phone, the customer was advised of our cancellation policy which clearly states that there are no refund of deposits on merchandise which is ordered.  Our cancellation and returns policy is also clearly stated on the website and on the invoice which was emailed to the customer upon the completion of the sale over the phone.  We submitted the purchase order to the manufacturer and promptly paid for the goods on the customers behalf.  The factory produced and shipped the furniture promptly and the furniture has been received and ready for scheduling.

  We have reached out to the customer to schedule and he asked to hold the furniture for a week to schedule the delivery.

  Thank you
  DJ
  Home Living Furniture

  Customer Answer

  Date: 06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:Upon completion of the sale over the phone, I was NEVER  advised of any cancellation policy which clearly states that there are no refund of deposits on merchandise which is ordered.  I called back within 24 hours due to an emergency.

  Even though their cancellation and returns policy is stated on the invoice which was emailed to me I feel that in the interest of being a honest business, they could accept my 24 hour cancellation in plenty of time. This was not a Specialty Order and I at no time signed the invoice sent to me. Saying a order can't be cancelled within 24 hours is BS and a sign of a disreputable business 

  
  
  Regards,
  
  *** ******

  Business Response

  Date: 06/11/2024

  Dear Sir / Madam,

  The cancellation policy is clearly stated on the website.  The customer was advised of the cancellation.  We do not require signatures on phone orders.

  The furniture the customer ordered is produced domestically in VA. From the time the customer confirms the order, the factory is given the payment for the goods and they produce / finish the goods expeditiously.  Since these are not stock items, once order goes into production, it is not possible for us to cancel as the factory does not take cancellations. 

  The furniture is already in our warehouse at this time and a cancellation, if allowed, would come with a 30% cancellation fee should the customer choose.

  We are willing to waive the delivery fee to the customer as a good will gesture.

  Regards
  DJ
  Home Living Furniture
  

  Customer Answer

  Date: 06/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:03/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ordered from ……. The order was January 18, 2024. There has been no communication about the item. I have sent multiple emails I have tried to call.

  Business Response

  Date: 03/27/2024

  Dear Sir,

  You have us confused with ……..

  We are www.   and not affiliated with the company where you have purchased your item from.  I would recommend that you reach out to them via their phone number or cancel the charge with your credit card company to receive a prompt credit.

   

  thank you
  Deepak
  Home Living Furniture

  Customer Answer

  Date: 03/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 an armchair on April 15th, 2023. Was told I could expected it by the end of May. Have not received it yet. Im told its been manufactured but the store is not able to transfer it from **************. Never received any proactive communication. Each time I call its a new excuse and Im told maybe it will be delivered next week.

  Business Response

  Date: 08/03/2023

  August 3, 2023 

  
  RE: ************************* ID # ******** 

  
  The customer placed an order on April 15, 2023, we advised 8 week delivery for the chair. We updated the customer periodically about delays from the factory including trucking/delivery issues. The customer contacted us on July 15, 2023 stating that if he did not get delivery by that week he would cancel the order and charge back his AMEX card. We reduced the price of the chair by $150 from $1,028 and the customer agreed to a *** of $878. We successfully delivered the chair to the customer on August 2, 2023 and collected the *** of $878. 

  
  

  Customer Answer

  Date: 08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/12/2022

  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.

  I ordered a bed in October. I knew exactly what I wanted and shopped around for it. I ran across Home Living on the internet. I did my due diligence and researched reviews and complaints because I am in a different but neighboring state.I was told it was a special order so I paid in full up front. I was told probably 4-5 weeks but plan on 6 to be sure. No problem, that was the deal. After 2 weeks I did inquire about an approximate date so I could schedule the mattress delivery. I was told then that it was due in their warehouse in 2 weeks and delivery the following 1-2 weeks. Ok fine, still in the delivery window. I call at the end of the 2 week delivery time frame and I was told to expect a call the next day (a Friday) or the following for a delivery day of either the following Monday or Tuesday. No call Friday or Saturday. I call Monday late morning and have to wait for a call back from the ordering manager. I get the call and they say it will be delivered that day in the late afternoon. I make arrangements to have the old bed moved and ensure someone will be home to accept delivery. Then I get another call and was told oh sorry our driver is really back logged it will be some time late this week maybe. I said that the time frame was not acceptable and I have already made coordinating arrangements and to please have a manager call me to fine a solution. No call. So, how do I plan for a later this week, maybe delivery after I have left work early today for the late afternoon delivery that didnt happen and arranged for the removal of my old bed? I also have a mattress being delived for the bed that wont be here. Im a pretty reasonable person, I dont raise my voice, I dont call people names, and I understand that things happen but I think Ive had enough things happen with this company, you can and should do better.

  Business Response

  Date: 12/23/2022

  *********************************** filed her complain on Dec 12 th. FYI, She has received her bed delivery satisfactorily on Dec 16 th, our apologies for the minor delay due to unavoidable (delivery was delayed due to weather conditions in FL and a maintenance issue with the truck thereby backing up deliveries) circumstances. We will gladly offer a break on the price towards any new purchase. In case of any questions please feel free to contact us. Regards - Home Living Furniture..

• Initial Complaint

  Date:12/07/2022

  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.

  I placed Order #******* on 10/12/2022 from Home Living Furniture. On 10/23/2022 my order was delivered incomplete, my bed frame was missing slats. The delivery team damaged two of my doors which I have photos sent to customer support representative - ***** which has not been helpful in fixing the issue. A few weeks later I received universal bed slats which I installed and then learned that the bed rails were not the right size. I ordered a ********** King sized bed which measures 72''x84'', according to the manufacture website the bed rails are supposed to be 84'' in depth, the ones I received were only 80'' which correlate with a regular King size bed. Customer support representative - ***** has been very difficult to work with, I've vocalized my concerns after learning about the issue and did not hear from *****, I emailed him a few times with no response, after calling support a few times I finally connected with ***** and he states this is the first time he is hearing about this and gives me a hard time saying the bed rails are the right size.

  Business Response

  Date: 12/08/2022

  Hello *********,

  Am afraid ************ complain is not reflective of the facts. Based on customer's requirements, we sent our delivery crew to his house for a 2 nd time with the items (slats) required as well as we have sent parts (1ZW42V180320166417) by **** Based on current status, this was the email (action being taken) exchange from yesterday.

  "On 12/7/2022 6:33 PM, ********************* wrote:
  
  Hi *****,

  
  The slats we sent to you were metal slats and are a LOT stronger than the wood that the factory provides.  The wood slats should come within the box of rails if you'd like to use the ones the factory sends.
  

  We use contracted carriers for home deliveries.  Any claims for these issues have to be dealt with them right then and there.  Unfortunately, we cannot go back to them once delivery is completed and nothing is notated on the ticket.  They will not cover any occurrences not noted

  
  Can you send a video of what you are experiencing with the creaking noise so we can understand what we need to do.
  
  Regards,*********************"

  We have been proactive and supportive, we have complied with customers requirements. We will ensure pending (slats and creaking) issue is resolved satisfactorily.

   

  Regards - Vijay
  

  Customer Answer

  Date: 12/13/2022

  
  Complaint: 18538243
  
  I am rejecting this response because:
  
  Home living furniture has sent me the wrong size bed. They said they would fix it but now are not responding my emails after sending two emails with pictures of the bed measurements. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Purchased and paid in full on 12/2/21 item number ******* sofa and B476-69 **************************** bed for a total with tax $1871.53 by a ********************* according to the order #********. The promised deliver was late February. February came and went without notification so I called the company for an update. It was pushed to March. March came and went with no contact from company. Each month I would call and each time I was told next month. I did receive the sofa on April 25, 2022 with promise of late May or early June for bed. Finally first week of August bed was supposed to be delivered between the hours of 4 and 8 on 8/8/22. A call was received after 9 pm from driver of truck saying bed was broken and asked if I still wanted to take delivery. I declined a broken product. The next day VJ from store said it was just a scratch and would have someone fix it after it was delivered. Another delivery company was to pick item up from previous delivery company and deliver bed. This did not happen as bed leg was broken and unable to be put together to use. Approximately every two weeks I would call and ask about bed delivery and each time I was told the bed would be delivered next week, just waiting on delivery truck. These promises have been going on for three months now and every time I call I get a different answer to when the bed will ship. This last time they were called 11/11/22 ****** told my wife the bed will ship next week, when I called 11/9/22 I was told bed was shipped 11/5/22. When asked today what day the bed will arrive we were told it is on the truck and the driver will call when he gets close. We asked for the drivers number to verify the information was true as the other delivery drivers contacted us when they left NJ to give us an estimate of arrival. The employee of Home Living refused to give us that information.I have stated several times in the last couple of months I wanted a refund per contract yet they continue to refuse.

  Business Response

  Date: 11/22/2022

  Good Morning **********

  
  We have conveyed our sincere apologies to Mrs and Mr. ******** we will also do our part to make it up to them due to the delivery delay of their bed. Resources and manpower is still a struggle and primary reason for the delivery delay.
  
  Their sofa was delivered to them long ago whereas the bed was successfully delivered to the respectful couple on Nov 14 th, 2022.
  
  We sincerely appreciate their patience and cooperation. We wish them our very best and will be in touch with them..
  
  In case of any questions, please feel free to contact us, Thanks.
  Regards - Home Living Furniture.. Tell us why here...

  Customer Answer

  Date: 11/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************