Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ******* Recliner on 11/26/23 from Hom Furniture. Less than six months later in April of 24, the reclining mechanism failed. The thin bar had begun to bow out and was hitting other mechanisms. After waiting a month for them to get the parts in they sent a tech out and he repaired the chair. About six months later, the same issue is happening. Same thing bar. Bowing out. Wont recline. Contact Hom and open a service ticket. Today I receive a call back telling me that the damage has been caused by me or by pets. This bar is in the underside of the chair. It is not accessible without flipping the chair upside down. They offered to provide a quote to have it fixed out of my pocket since theyve already fixed it once. The same mechanism broke twice in a year. And now they are refusing to honor the warranty.

  

  Business response

  12/05/2024

  To Whom it may concern,
  
  
  We thank our customer for their patience while we worked through this with them. On December 2nd we left our customer a voice mail to call us back to discuss a resolution. On December 4th we spoke to the customer to let them know the manufacturer was willing to cover the cost of the parts needed to fix the piece and that we would cover the labor cost to install them. The customer was good with this resolution and the part has been placed on order. We will follow up with our customer after we have a better idea of when the part will arrive.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a mattress from Hom Furniture in ********, ** in February of 2021. This mattress supposedly came with a 10 year warranty. The mattress has separated on one side which makes it very uncomfortable to sleep on. We called Hom to come out to see the damage. The inspector said that the base on that side was defective and acknowledged that the damage to the base could be the cause of the mattress damage. Now Hom is claiming that our mattress is not damaged enough to qualify for replacement. They are only offering to replace the base. We strongly feel that the mattress should be replaced or that we should receive a refund so that we can purchase a mattress from a more reputable store.

  

  Business response

  10/23/2024

  We apologize that our customer is feeling so frustrated with their mattress and recent service. As the customer mentioned our technician did come out and measure their mattress per the warranty policy. At that time it was showing a impression which is within the manufacturers standards. Our technician did recommend one of the box springs (they have a split box spring,so two **************s) get ***laced as one of them squeaked very loudly. This information was communicated to the customer and we let them know they could get one ***lacement ************** for the one side. The customer then reached out to the ********************.
  We have since reached back out to the customer and explained that upon the technicians previous visit the issue was with one of the **************s and we have a credit written for them to return one of the **************s to get a ***lacement. It is our policy to then have the customer use the new foundation for 30 days to see if this resolves the issue with the mattress. If after 30 days they still feel there is an issue with the mattress we can have our technician take another measurement. The threshold for a defective mattress is not our standard but the manufacturers standard and ****** has indicated that a impression is with in normal standards.
  On 10/23/24 our service *** talked with our customer again to ensure they got the earlier message left regarding them exchanging one of the **************s, trying that solution for 30 days then having us measure the mattress again. Our service *** noted that they spoke to *** who indicated that he did get the message and discussed it with him wife and they have since decided to buy a new mattress. Our service *** did remind them that they have the option to get the ***lacement ************** and try that for 30 days and we would come back and out and re-measure after that 30 days to which he said they were sure and they would just buy a new mattress.  

  Customer response

  10/25/2024

   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

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a new recliner from Dock86 in ***********, ** at ********************************************. It was delivered on 8/21/24. I purchased it on 8/17/24. The total price I paid was $490.59.When the delivery driver began to unload the recliner, I noticed it was not wrapped in plastic. One of the delivery persons carried the top of my fabric recliner again his body, not wrapped in plastic, so that right there was making it dirty. Then he set it down in our apartment complex hallway on the floor (fabric laying on the dirty hallway floor, with part of it leaning again the hallway wall.) The bottom half of the recliner was carried by a second delivery driver, and it also was not wrapped in plastic, but instead was wrapped in a moving blanket, which I know was probably dirty too, laying on a floor somewhere before it was wrapped around my fabric recliner.Then when I sit in the recliner, it doesn't feel like the floor model I tested. It sits higher where the back felt too low for my head and did not support my head as the floor model did.***** only offered me a partial refund, without delivery fee, so I was basically ripped off for $100.This is a bad business practice. It was bad delivery, the recliner was handled in an unacceptable way, without plastic by the delivery drivers, and I was refused a full refund. I want a full refund.

  

  Business response

  08/22/2024

  To Whom it may concern,

  Our customer, ************** immediately contacted us on 8/21 after delivery of his chair to which we immediately wrote a credit to start the return of the recliner. This credit was written less the cost of the delivery fee $381.58 (includes tax), which is our normal policy since the delivery is a service. After which time our customer emailed our general mail box on 8/21, they emailed our President of the company the morning of 8/22 and also have also contacted the BBB to state they should also be getting their delivery fee refunded as well. We understand our customer is upset and we do apologize for how frustrated they feel. Prior to getting the BBB complaint we were already in the process of refunding their delivery fee. 
  Currently as it stands are processing the refund of $109.01 (includes tax) to cover the delivery fee. This can take 7-10 business days for this to show on the customers original form of payment. 
  The credit for the recliner will be refunded after weve picked up the recliner, which we see is currently scheduled to be picked up on 8/26 from the customer. After our delivery team brings this back to our warehouse we will then refund the cost of the chair $381.58 (includes tax). This refund may also take 7-10 business days and will be refunded back to the original form of payment. In total, after the recliner has been returned, the customer will be refunded $109.01 + $381.58 for a total of $490.59. 

  Thank you
  
  

  Customer response

  08/23/2024

   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

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Bevo six piece modular power recliner sectional- paid $8185.31. Middle recliner stopped working - called for repair April 5-24- was told over the phone without diagnosis it would be sometime in July before the repair can be made. Called company - Oakdale Hom Furniture where items were purchased -to complain. A repair person came out to inspect furniture. Didnt do anything. Called back today April ***** was told it will still be sometime in July before repairs can be made.

  

  Business response

  04/26/2024

  To whom it may concern, 
  We are saddened to hear of our customers' frustration regarding their recent experience. On April 25th we talked with our customer about their concerns and let them know we were looking to see if we could possibly take parts from an instock sku to resolve this matter faster. We got word today that we are able to take the parts needed from a stocked piece to resolve this faster for our customer. We are currently in the process of getting this completed. We will be reaching back out to our customer once this has been completed to arrange for the technician to come back out to install the new parts. We thank our customer for their patience while we worked through this with them. 

  Customer response

  05/08/2024

   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

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a reclining sofa at HOM and the footwell on one side has always been under filled. Rep has come out twice now, the first time to stuff a flimsy piece of foam in the foot well of the side that is so flattened (and has been from day 1); the second time yesterday to take that same piece of flimsy foam and rearrange it (rather than replace it with a better fill). His thought was that it keeps slipping b/c I put my feet up which I thought was the whole reason one buys a sofa with reclining capability. He offered no good solution other than NOT putting my feet up. As a senior I'm used to being unseen/unheard like this but when I paid nearly $1800 for a sofa, I expected all areas to be equally "puffy" with the proper amount of fill. Received a service call from some woman today who stated there was little that could be done to rectify the situation. The tech even noted in his report that the fill was slipping DUE TO MISUSE which is a bold face lie! She suggested ordering another type of padding but made it clear there were no guarantees it would work. This is what HOMs warranty is worth!

  

  Business response

  03/04/2024

  To whom it may concern,

  We are sorry to hear that our customer is not happy with their recent purchase.  I called and spoke to **** today to which we come to a resolution that **** agreed to.  We have placed a new Calf Rest Panel on order with the vendor, once this arrives we will have a techician out to the home to install the part. We let **** know that if she starts to see similar issues once the part has been installed, we will look into some other options such as a replacement piece.

  Sincerly,

  HOM Furniture

  Customer response

  03/06/2024

   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.

  ****, the store mgr came out himself to measure and assess what is needed. He assured me he would order the appropriate padding and install on arrival. I appreciate his kindness and professionalism.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We purchased a sectional power reclining couch from HOM in **** Rapids, **. We purchased protection and warranty for all pieces of the sectional. The reclining pieces of the couch has been stuck open and shut 5 times now. HOM has come out, replaced switches 4 times. HOM did offer to credit our account to replace, however the couch we had picked out does not fit in our Livingroom. We are unsure what we are going to do with the option of selecting a new couch. In the meantime, we have asked HOM to come out (as we have warranty) and fix the couch so it is not stuck open. HOM is stating that they are not going to fix the couch as we have notes on file regarding potential replacement. I did share with them that they cannot put limitations on their warranty when we paid for warranty services. I also shared with them that they sold us a lemon, and I appreciate that they are "trying" to work with us, but we need our couch fixed until we make a new selection/or decide what to do. We paid approximately $7,500.00 for this power sectional and just want this fixed for now until we decide, I do not think it is right or just for them to decide not to provide services that we already paid for the couch in full.

  

  Business response

  02/09/2024

  Dear BBB Rep, 
  We apologize that our customer feels very frustrated with their current pieces due to the issues they experienced.
  Our service department reached out to our customer on 2/8 and explained to her that we would be happy to have a tech out to manually put the footrest in so that they can still use the piece to sit on; they just won't be able to recline on it. We talked through with them that since we are going to be taking the piece out of the home we wouldn't be ordering parts from the vendor and then installing them again just to have them get something different. If we did that then there wouldn't be a need to replace it with something else as the issues would then be resolved. ***************** said she was okay with us having the tech out on 2/14 to lower the footrest.  They will then go into the showroom to select something different. We let her know that we usually say after 30 days we would want the piece back and leave the credit on the account but we can extend that to 60+ if need be. ***************** indicated that they may go with a custom order piece in which we told her that we can leave the piece in her home until the new one comes in. ***************** indicated this plan would work for them. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They didn't fix the couch correctly. They left parts detached upon returning the couch. They fixed the broken leg rest by apply a 6 inch price of wood behind the broken piece. The leg rest is out of alignment meaning it get caught on the couch when closing.

  

  Business response

  01/19/2024

  We have been in contact with our customer and a technician was out in early January and determined we needed to order parts in order to fix the chair. At present we are showing the parts are due to arrive in mid-late February. We thank our customer for their patience and apologize for the frustrations they experienced. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were loyal customers of H33353737353**0303436H, and made our most recent purchase of a *************** set on December 26, 2022, order # **-1480526. The set is the Choices "Scorpio" with Fabric Protection Warranty, along with the optional Protection Plus purchased. The couch has a lingering rotting/decaying type of smell in certain areas of the fabric, which has not subsided since we have had the couch. We attempted to use Baking soda on the surface in the worst areas, which only temporarily masked the problem. I called ******************** on August **, 20**, and the phone rep advised to file a Warranty claim on the web site and they would take care of it. On August. 28, 20**, I received a phone call from a Warranty manager at Hom, who stated there is nothing they would do for us, and additionally that any remedies I took on my own without consulting them first, including Baking Soda home remedy attempt, negated any warranty coverage. The rep further stated that the warranties do not cover smells. To me it is unacceptable that nothing could be done for a long time customer, but beyond that, it is just not a way that any customer should be dismissed. It is an obvious manufacturing defect that either caused some type of fabric treatment to be over sprayed, or a defect in the fabric, materials or workmanship of the product. I was so dismayed by the lack of customer service that I am hesitant to make or recommend any future purchases from Hom, in spite of good past experiences.

  

  Business response

  09/07/2023

  Our customer service rep contacted the customer on 8/31 to schedule for a technician to some out and assess the odor the customer listed in their complaint. That tech appointment was scheduled for 9/5. Our service department will be following up with the customer in the next 48 hours to discuss the technician's findings and discuss resolution options. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a recliner approximately 2 yrs ago and warrenty, the chair needs repairs as won't go up down or back or anything and it's a recliner. They have scheduled it at least 12 times and every time they cancel the day of repair or day before, there is one excuse after another. They said part can't get, then got parts and lost them, roads were bad, roads again, wrong part, need different part, no repair man, holiday, sick repair man. It dont end! There's no way 12 ***** it's been scheduled that 12 times something has came up! I want our repair done! We paid for this warrenty and you should put that into action!

  

  Business response

  07/10/2023

  To whom it may concern:

  HOM Furniture has been working with this customer on their current warranty claim since March 2023.  At that time it was determined that in order to repair the customers' recliner, HOM would need to order parts directly from the manufacturer.  The parts arrived in June of 2023 however due to a scheduling error within HOM Furniture the ************ appointment was missed.  The next appointment was scheduled for 7/6 but unfortunately the technician in this area was not able to work on that specific day.  The repairs have now been scheduled for 7/20 and we are confident that once the parts are installed the customers recliner will be fully operational again.

   

  Thank You.

  HOM Furniture Customer Service

  Customer response

  07/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a mattress at HOM furniture and after a period of time realized that it was defective. We returned the mattress to HOM furniture within the warranty time period and tried very hard to find a new mattress that would work for us. Unfortunately none of the mattresses they had in their store at that time would work for us (we both have bad backs and are pretty particular with what we can sleep on), so we were forced to purchase a mattress elsewhere. At that time, the store only offered us a store credit. We assumed we would be able to use the money for something down the road, so we did not ask for any other options, nor did they offer any other options to us at that time. Unfortunately after that time we had no need for new furniture for our home and we have since moved out of state. We learned they do not ship to our new location (*******), so there is no way for us to use our store credit. We now have a credit of over $2000 that we have no way to use. I have tried speaking with various people at the company but nobody has been able to help us get a refund. At one point an employee told us that we could have received a refund when we first returned the mattress, but we were never informed of this option. Now they say it is too late to get a refund and the only option is to keep our money in store credit, which we are have no way to use. We would like the company to reassess our situation and are hoping they will do the right thing by refunding the money we have sitting in store credit.

  

  Business response

  04/11/2023

  To Whom It May Concern:

   

  HOM Furniture facilitates the manufacture's warranty per the guidelines established by the vendor.  The warranty in place for this particular mattress states that if a vendor defect is found the consumer will receive full in store credit for the amount of the mattress.  The credit can then be used towards the purchase of another mattress or another piece of furniture.  Due to the consumer moving out of the HOM Furniture service area, they are not able to find replacement furniture using the in store credit provided.  As a goodwill gesture, HOM Furniture has agreed to refund 50% of the cost of the mattress and the remaining 50% will remain as in store credit.  The consumer agreed to this solution.

   

  HOM Furniture Customer Service

  Customer response

  04/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while it is not what we were hoping for, it is better than what they previously offered.

*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. ↩