ComplaintsforHernest

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***************** I want to return a product and have been emailing them for almost 3 weeks (about a dozen emails) and they will not send me a return shipping label. The offer to give me a discount to keep the product or tell me they are having network problems but will not allow me to return the product. Also, their live chat line continues to not work and both phone lines do not work.

  Business response

  09/09/2024

  Dear customer,
  
  Thank you for contacting **********************.
  
  We are so sorry to hear that the box is damaged, according to our return policy, certain items cannot be returned, exchanged, or canceled, including clearance items, final sale items, flash items, or items damaged through normal wear and tear after delivery. we checked the email records and found that we are asking for photos of the product. That's why we need to confirm the package status.
  
  We already provide the new solutions for you via email, please check it.
  
  About the Phonecall and Livechat, we are so sorry to cause you inconvenience, please note the phonecall and LC working times: 
  
  Mon - Fri: 24 Hours
  Sat: 6AM - 8PM EST
  Sun: 8AM - 12PM EST
  
  We constantly strive to better our user experience and your feedback matters. Let us know if there's anything we can do to help you.
  
  Kind regards,
  
  Hernest

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order# YT1000129616 ordered on May 26- called 3 times to report incorrect address as my billing and shipping addresses were combined when order processed. Order was delivered to wrong address on 7/3/24- called and was told it would be resent- received 7/11/24 - when unpacked the item was damaged as one arm wad badly dented and bent- asked to return for full refund - company refused to send return label or refund my money and now will not respond to my attempts to return Please help me return for full refund as listed on their return policy- I had to purchase a different item as I needed a place for my son returning from military service to sleep.

  Business response

  08/13/2024

  Dear BBB Great West + Pacific,
   
  Thank you for contacting Hernest.
   
  We apologize for any inconvenience caused. After we checked with the customer, we already have a resolution and customer open the chargeback at that time, so we accept it, but due to the chargeback, the refund will be slowly due to the issuing bank need to review it. 
  

  We constantly strive to better our user experience and your feedback matters. Let us know if there's anything we can do to help you.
   
  Kind regards,
  
  Hernest

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered an entertainment center from Hernest on 04/28/24. Said it would take 8 to 10 weeks to receive. Once I received the product it was damaged. Like it was dragged on the corners, and some of the nails were ripped out one of the boards. I emailed them the day I received it and sent pictures and told them of the problem. I requested a refund and to return the item. Since then its been about a week and a half of emails and calls and them giving me the run around. I even have a email from them saying as a gesture of goodwill they want to offer me $100 as a partial refund. I responded no I want a full refund, then they offered $303.90 as a 40% refund. Ive never dealt with a company that does this. I told them I want a full refund calling their customer service and they always say wait 24 hours but I hear nothing back. I believe this is a company based in ***** but the address for the company that I gave you is from the address that was on the product I received. They dont give an address on their website. There is a Reddit thread about people with similar problems with this company

  Business response

  07/29/2024

  Dear valued customer,
   
  Thank you for contacting Hernest.
   
  We are sorry to hear that you have not received your refund yet.
  
  After checking, we have already completed the refund process on our side. Depending on your payment method and issuing back, your bank might take several days to complete the refund. If you still have not received your money within the next few days, could you please kindly contact your local bank and drop us details on the transaction at the same time?
  
  We are so sorry to cause you inconvenience, we checked the email records and found we replied the email within ***** hours, we will improve our product and service, so sorry again. We sincerely inquiry for your understanding. We take the security of your personal information very seriously. Therefore, if you have any other questions, we suggest you contact us via these options: *****************************************

  We constantly strive to better our user experience and your feedback matters. Let us know if there's anything we can do to help you.
   
  Kind regards,
  
  Hernest

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered then requested cancellation (within 8 hours) of a vanity table. Their policy dictates orders can be canceled 24 hours from shipment notification. They ignored my attempts to cancel (I emailed, called, and used their WhatsApp account) and shipped the product 12 hours after my request. They shipped the product and then said they attempted to recall through ****** It wasn't. I have asked for return labels to ship back since they were at fault for shipping per their cancellation policy. They alternate between not answering their help line/WhatsApp/email or if you do get a live person they have to get manager approval (but it goes nowhere...no follow up). Several times the customer rep is in a loud place with music or chanting in background...it's very odd. The product itself seems like it's chock full of chemicals and they use inferior formaldehyde materials that are causing quite the odor in my home. I have asked multiple times for product to be refunded or return labels provided and they won't oblige. They have offered me a $30 discount and that's all. I'm fed up trying to get an answer from them. They are deliberate in making resolution impossible.

  Customer response

  05/09/2024

  THe company issued return shipping labels and refunded. This complaint can be deleted. Thank you.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the ****** 47" modern vanity on 11/29/2023 online for $418. It finally shipped January 3 ****. Unfortunately, when I opened the package I noticed that one of the drawer panels were broken and fiberglass dirty. I called their 24/7 customer service from their website. It continued to ring without answer. Then the answering machine said I should call later. Very unprofessional. Doesn't seem like a legit business based on the answering machine

  Business response

  02/26/2024

  Dear Customer,
  Thanks for your message.
  We apologize that we are currently unable to locate the order information due to a system issue.
  Could you please send us more information about the order so that we can check and provide a solution? 
  We are committed to providing every customer with a satisfactory service, thank you for your time in this matter and look forward to hearing from you.
  Best regards,
  *****
  

  
  

*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. ↩