Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Pm 9-1-2024 I ordered a ****** Recliner from Hulala Home. A confirmation mail was sent to me the following morning that I ordered a Rosaurea Recliner. I called the customer service number and I told them I would refuse the order from *****. ***** has already returned the chair to their company at *************************************************************************. I have not been refunded for that chair. The morning of 9-2-2024 I re-ordered the ****** chair. When I received it there was a name Caelas chair on the outside. I called customer service again and told them they sent me the wrong chair. Their customer service representtive told me to open the box and shoot photos. I did, and sent the photos to their customer service at ******************************************* to show they sent me the wrong chair again. I then requested a return label. After many "offers' to keep the wrong chair which they sent me a discontinued chair that is no longer on their site, customer service has determined they sent me the correct chair ************ sent me a chair I never orderd.. I want to send it back and I want a refund. I would like to add the company wants me to pay for the return over their error.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of Transaction: 7/16/2024 Amount Paid: $678.39 What business committed to provide:A nursery glider chair with adjustable armrests that have a flip-up armrest design. The chair is advertised in the description to have Comfortable Materials with high-density thick sponge padding in the head, lumbar, back, and armrests to ensure comfort. In the video advertisement on the products page, it shows someone adjusting the armrests to a high position and the armrests remain in that position and do not fall back down. The description also states: We offer a 100% satisfaction guarantee for this nursery recliner.Nature of dispute:The glider I received was defective, did not match the description noted above, and also has a very strong chemical smell. When the arms are adjusted, they immediately fall back down. That feature was the main reason I purchased the chair to help with nursing by using the adjustable armrests to position my baby properly. The chair is also very uncomfortable and does not have thick sponge padding in the back. The back padding is very thin and hard. It is very uncomfortable to sit in. The chemical smell is concerning for health reasons and makes it unpleasant to even be in the same room as the chair.Resolution efforts and desired outcome:When I requested to return the product, I was told I would have to cover the costs of shipping. I called the company and explained the item is defective. I was told I still have to cover the cost of shipping or I could keep the product and they could issue a 20% refund. I do not want to keep the product because it is defective, not comfortable, and could be made with dangerous chemicals. I would like to have my shipping costs covered and to have a full refund. Hulala's current offer does not meet their "100% satisfaction guarantee."

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello.I have purchased three of your Amira Tufted Velvet ArmChair, Teal color which are all damaged. The back of the chairs are not staying put when you snap them into place. Which has caused my children and I to fall out of the chairs, causing me to injure my knee. I would like the chairs to be replaced to prevent further injuries to my family and I. I have tried calling your customer service numbers listed in the booklet along with the online information and neither numbers work. You may ship the replacements to:This is one of the several emails I sent the company until a representative by the name of ****** answered, stating that she cannot replace the item or give me back my money, neither did she care that my children and fell out of the chairs, which caused me to injuried my knee. ****** attitude towards the situation was despicable and inhuman. All I want for Hulala home to do is either fix these poorly made chairs or replace them with more sturdy chairs and better quality. I ask that BBB please help us with this matter.Kind Regards,*******************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought recliner from ******. Had a 30 day return policy. Told them within 4 days that it's uncomfortable. Chair was originally manufactured by Hulala Home. Because of this ****** won't do anything. Hulala also refuses to pick it up. The send me emails saying I should call *** even after acknowledging that *** won't pick it up. Meanwhile I'm stuck w/a chair I don't want and can't replace it because I have more room.I'm furious and frustrated by the total lack of service from either *******************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 2/18/2024 Amount paid: $278.06 Items purchased: ******** 24'' Tall 2 - Drawer Nightstand 2 Order number: **** Nature of dispute: Both products were received damaged in order #****. I contacted the business on 2/21/2024. Requesting a refund. I submitted photos of the damage with the packaging, different angles the two items had been damaged during shipment, and the ** number and description of the damage. I was provided one shipping label on February 26, 2024 ***** TRK # ************. I printed two copies and affixed the label to both packages.Both packages were picked up on 2/27/2024, by ***** and delivered to the merchant on March 1, 2024. On March 14, 2024; I was notified by ****** of Hulala customer service that the second package was lost by ***** and that Hulala would file a claim with ***** and that they would provide me a refund. They never provided a full refund. I had to contact my credit card company to process a dispute. I only received one ***** shipping label, that was attached to both packages with tracking #************. Hulala is saying they sent a second label ***** Tracking ************, in which I never received or used. Hulala representatives are misrepresenting my returns and stating that only one item was returned and reversed my dispute with my credit card company. I had to file a dispute again.

  Business response

  04/30/2024

  Thank you for providing the details.
  We would like to explain for this complaint and will try to improve our service.
  The buyer purchased two items from our store, and they reported that one of the packages arrived wet and slightly damaged. Despite our efforts to offer a discount as compensation, the buyer did not agree. Consequently, we agreed to a free return and refund for the buyer. However, during the return process, only one package was successfully delivered, while the other package did not show as delivered. We made efforts to verify the status of the missing package with the logistics company, which caused a slight delay in processing the refund. but it was confirmed that the package was indeed lost, we informed the buyer that a full refund would be issued promptly. However, the buyer initiated a chargeback. We have been communicating with the buyer, requesting to cancel the chargeback, as our company can process the refund much faster than the bank. Unfortunately, the buyer has been unwilling to cooperate.
  Therefore, the delay in the refund process, which the buyer complained about, was due to the lengthy process involved in the buyer initiating a chargeback.hope you know.
  Attached is the chat history and the refund history.
  
  
  

  Customer response

  04/30/2024

  Complaint: 21523822
  
  I am rejecting this response because the business took too long to respond. They need to let the chargeback as is and the refund process will be resolved.
  
  Regards,
  
  *****************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tried contacting company multiple times about refunding and arranging carrier to pickup on account of item being bulky and heavy. Shipping label was generated and pickup was said to occur l, but carrier never came. Huge delays in communication, then nothing. I don't believe they are making the necessary effort to handle this and I am coming up on the 30 day window where returns are accepted. I do not know if this is intentional to try to delay so it can't be accepted, or laziness/incompetence. I have exhausted all avenues of communication including email, chat, calling multiple times, leaving voicemails as no human being ever picks up or calls back. I have no choice but to file complaint

  Business response

  02/08/2024

  We would like to explain for this complaint and will try to improve our service.
   
  We've arranged the ***** home pick up successfully for this customer (order number ***** and refund him after we received the package.
  Attached is the chat history and the refund history.
   
  The customer actually paid $188.31 for the order 7115.(As shown in the attached picture)
  We've refund the customer $150.9 succesfully(deducted the shipping fee $37.41) after the package returned to the warehouse.
   
  The return shipping fee is $37.41 according to our return policy below:
   
  Return Policy:
  1-In its original, undamaged condition, with all original product inserts and accessories, we inspect all returned items.
  2-Disassembled, if the item(s) were originally delivered disassembled
  3-In its original packaging.(Note: If the original packaging is too damaged to be shipped back, you must use a box thats similar to the original or a box no longer than 108 inches. ********* cannot accept shipments over 150lbs)
  4-Return shipping costs will be the responsibility of you, such as an item didn't fit, didn't like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.

  Customer response

  02/08/2024

  Complaint: 21103700
  
  I am rejecting this response because:
  
  Thus proving the point, the company finally responds a whopping 45 days later from initial complain raised!! I would have not gone through the time ******, having my funds witheld for 40+ days of they had acted within a reasonable timeframe.

   

*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. ↩