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1.1 30 Reviews

HomeCinemaCenter.com Complaints Summary

1 Resolved
29 Unresolved
Our verdict: If considering services from HomeCinemaCenter.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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HomeCinemaCenter.com reviews & complaints 30

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1:16 pm EST

HomeCinemaCenter.com do not use this company to save a few dollars

Do not purchase from this company! I was told my bedroom set would be delivered in 4-6 business days. It has been 3 weeks and it is still not here. They never have any idea where your shipment is. It is up to you to call multiple shipping companies to track it down. Now they tell me next week some time. I doubt it since they have already told me this several times. Shipping company told me I would need to have people at the house to unload the semi! Wtf? I am not unloading a semi. Their site says delivery into garage with free lift gate service. I say again, do not use this company to save a few dollars.

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3:52 am EST

HomeCinemaCenter.com that will be our first and last order from this company

We purchased a kitchen table through their site. It arrived a couple weeks later. We've had the table for a little over two months and the screws are already falling out of it. The build quality is poor and I fear I will be buying another kitchen table inside of two years. Also, they failed to pay the freight company so today, two and a half months post delivery, we received a bill from the shipper saying we were delinquent on shipping charges we paid with our order. I called company and the rep acted like it happened all the time. "send us the letter the freight company sent and we'll take care of it." to top it off, they made a $39 profit on the shipping by overcharging for it. Nothing like getting harassed by a freight company for a bill I don't owe. That will be our first and last order from this company.

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1:22 pm EST

HomeCinemaCenter.com do not do business with these people

I cannot believe the awful experience I had with this company, their customer service, their delivery and shipping options and just the overall experience. I ordered a $1, 000 desk online and prior to ordering asked about delivery and assembly, and I was informed that it would require no assembly and be delivered to my home. I was not informed that they would drop it off at the curb of my house and not bring it into my home. I was also not informed that I would need to stalk the company to find out, #1 where my delivery was, #2 when and if it would be delivered.

I never received a confirmation email of shipping, I had to call to find out that my order was in chicago. I was told to call the next day to arrange shipping. I did so, provided the tracking number and then told that they had it sitting in chicago and that no delivery address was given and they would not deliver it to me because they would need the company to call and tell them where to send it (detroit). I called the company *homecinemacenter"and was told they would send the paperwork on, they did not because I called the next day and had to redo the entire process again, finally, someone got through to them. I was then told to call and arrange delivery, I did, and they informed me it would be delivered the next day between 9 and 5, at 3:30 I had not heard back from anyone and so I called the shipper who said that the driver had called me and left me a voicemail about delivery (I had no missed call and no voicemails) then I was informed they would bring it to me that evening. The driver called me to tell me that he would be dropping it off at the curb, but asked if someone could help him since he didnt have the proper vehicle to do so... Obviously no one could help so he had to rearrange delivery for the next day. I called the company immediately inquiring about a cancellation whereas I was informed that there would be"enormous amount of fees" to return, half the cost of the item.

Bottom line, what you think you might be saving with this website, you will make up in confusion, delay, headache and annoyance. Run away. Do not do business with these people.

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12:40 pm EST

HomeCinemaCenter.com starting to think this company is bogus

Ordered bunk beds on december 7th as was told I would get before christmas as this was a santa gift for my 2 and 5 year olds. Was told 3 different times it will ship "tomorrow." after speaking to the same guy today (3 business days before christmas) he was rude, acted as though he didn't care, could not guarantee delivery and hung up on us! Calls then went into voicemail! Had to file a payment claim with paypal for a refund. Starting to think this company is bogus!

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1:38 am EDT

HomeCinemaCenter.com if something on the internet seems too good to be true it probably is

Buyer beware! If something on the internet seems too good to be true it probably is! I purchased a couch from them thinking they were a legitimate site, after a week of not hearing anything from them they send a vague email telling me that it is on backorder for a few weeks. Their website never changes to reflect that and continues to say the product is available. If you look through the site, everything is in stock! Just how big of a warehouse do they have? I have yet to hear any responses to my emails. Bad service. Dishonest company.

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KOUKLA
timberlake, US
May 04, 2012 12:13 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am having the same issues with the poor customer service and the dishonesty and LIES! Ordered a chair from them for Living Room. The chair came badly damaged. Owner was sent pictures, emails, phone calls, completely rude and ignored. After getting sick of getting ignored, had to get credit card company involved. Again with the lies: Home Cinema Center stated that they would at least pay for the repair of the chair but when the chair was repaired, refused to pay! Unbelievable!

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6:54 am EDT

HomeCinemaCenter.com save yourself the time and headache and go to a reputable business with customer service

Ordered a over sized sofa chair on jan 23rd. Received email on jan 30th stating that the chair had shipped and to expect phone call with in 5 to 7 business days to set up delivery in our area. We were never contacted so called shipping company for status. After a wild goose chase to track down chair we were informed that the chair was never shipped, was sitting in warehouse entire time. Home cinema blamed the shipping company, shipping company blamed home cinema, nobody wants to take blame for mistake.
After nearly a month from purchase, the chair was delivered. This is what they do not communicate to you and this is how they get you. The driver will “drop off” the item. The driver will not come inside home. Driver was 2 hours late from 3 hour wait window. By the time he showed up to house it was 730pm and was dark. You must sign for the furniture but what they fail to tell you is that when you sign the delivery slip you are signing that the item is in “good condition” (in print so small unless you have a microscope you will not see it.” you are expected to fully inspect the item, meaning, completely unwrap it, check every nook and cranny, sit on it, use it, make sure all parts are there before you sign and before driver leaves. This is unrealistic for several reasons. A throughout inspection could take hours to see all damage. Drivers are on a schedule and want to “dump and go” second if you are a petite female like me, in this situation the chair was bigger then me, was wrapped like a mummy and was so heavy could not be lifted to inspect underneath. Unlike every other purchase where a delivery slip signature simply states that you received the shipment, this deceptive trade practice indicates that once you sign, you are releasing them from any liability unless you specifically write on the box the item is damaged, broken etc.

After driver left, it took almost an hour our to fully unwrap chart only to find that the chair was broken in 2 pieces. Contacted the driver he stated that he is”just the driver” contacted home cinema within an hour of drop off. Instructed to send and email with pictures. Pictures were taken, emails were sent. No response from company. The person who answers the phone at home cinema center, is also the same person who is the operator, customer service representative, manager and president…it’s a one man show and a joke of a business!
We had to get the credit card company involved to finally get a response. We were given a choice of returning the chair and paying for shipping and a 20% re-stock fee, even though chair was damaged or have someone come out to “repair” the chair.in short, we are stuck with a broken chair that we paid $800 for. A costly mistake on our end for not making the driver wait 2 hours so a military inspection could be performed before signing. Yet after speaking with others who were in the same situation and did everything according to protocol ex”: call within 48 hours, write “damaged” on delivery slip, take pictures etc they still were not resolved with a refund or new chair so i’m not confident had we handled this differently we would have been compensated anyways. Home cinema said they would pay for repair. They sent a repairman, he said it would cost $325 and upward and home cinema stated after the fact that they would only cover $125 of the repair. Our plans for ordering the matching sofa and loveseat from home cinema end here. Save yourself the time and headache and go to a reputable business with customer service.

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7:02 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

HomeCinemaCenter.com damaged furniture

Don’t make the mistake we did and read:

Ordered a over sized sofa chair on jan 23rd. Received email on jan 30th stating that the chair had shipped and to expect phone call with in 5 to 7 business days to set up delivery in our area. We were never contacted so called shipping company for status. After a wild goose chase to track down chair we were informed that the chair was never shipped, was sitting in warehouse entire time. Home cinema blamed the shipping company, shipping company blamed home cinema, nobody wants to take blame for mistake.
After nearly a month from purchase, the chair was delivered. This is what they do not communicate to you and this is how they get you. The driver will “drop off” the item. The driver will not come inside home. Driver was 2 hours late from 3 hour wait window. By the time he showed up to house it was 730pm and was dark. You must sign for the furniture but what they fail to tell you is that when you sign the delivery slip you are signing that the item is in “good condition” (in print so small unless you have a microscope you will not see it.” you are expected to fully inspect the item, meaning, completely unwrap it, check every nook and cranny, sit on it, use it, make sure all parts are there before you sign and before driver leaves. This is unrealistic for several reasons. A throughout inspection could take hours to see all damage. Drivers are on a schedule and want to “dump and go” second if you are a petite female like me, in this situation the chair was bigger then me, was wrapped like a mummy and was so heavy could not be lifted to inspect underneath. Unlike every other purchase where a delivery slip signature simply states that you received the shipment, this deceptive trade practice indicates that once you sign, you are releasing them from any liability unless you specifically write on the box the item is damaged, broken etc.

After driver left, it took almost an hour our to fully unwrap chart only to find that the chair was broken in 2 pieces. Contacted the driver he stated that he is”just the driver” contacted home cinema within an hour of drop off. Instructed to send and email with pictures. Pictures were taken, emails were sent. No response from company. The person who answers the phone at home cinema center, is also the same person who is the operator, customer service representative, manager and president…it’s a one man show and a joke of a business!
We had to get the credit card company involved to finally get a response. We were given a choice of returning the chair and paying for shipping and a 20% re-stock fee, even though chair was damaged or have someone come out to “repair” the chair.in short, we are stuck with a broken chair that we paid $800 for. A costly mistake on our end for not making the driver wait 2 hours so a military inspection could be performed before signing. Yet after speaking with others who were in the same situation and did everything according to protocol ex”: call within 48 hours, write “damaged” on delivery slip, take pictures etc they still were not resolved with a refund or new chair so i’m not confident had we handled this differently we would have been compensated anyways. Home cinema said they would pay for repair. They sent a repairman, he said it would cost $325 and upward and home cinema stated after the fact that they would only cover $125 of the repair. Our plans for ordering the matching sofa and loveseat from home cinema end here. Save yourself the time and headache and go to a reputable business with customer service.

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Nicole Kostrzebski
, US
Aug 01, 2019 11:04 am EDT

We ordered a full bedroom set to be delivered to our home. The delivery was thrown in our driveway and no one came to the door to tell us it was delivered because we were home waiting for the delivery. Most of the boxes were damaged so we contacted the company right away. They told us to take pictures and open and check all of the furniture and file a claim with the delivery company. We followed exactly what we were told, when we called back they started yelling at me claiming I didn't follow their directions which is completely false. They said that we would be hearing from their lawyers for "illegally filing a claim" of which they told us to do in the first place. Afterwards their only answer was that was that we would have to repackage, and pay to ship all of the furniture back, which would cost us hundreds of dollars more, and if they felt it was properly sent back we would get a refund. Remember this is the company who is already threatening to sue us for god knows what and they want us to spend a couple hundred dollars more for them to inspect it. All buyers please be aware of this company as this has happened to several other customers here. We sadly didn't see these reviews until it was too late. If you look at the BBB website you will see that they threaten people with lawsuits for bad reviews but people need to know this practice and the pictures speak for themselves.

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Ursula R Santos
, US
Jan 30, 2019 12:41 pm EST

Worst customer service ever! You can’t even discuss customer complaints by phone with them. Was told they only handle customer care issues through e-mail! My issue is unresolved after 3 months, and they stopped responding to my e-mails 2 months ago.
Filed complaint with BBB today.
Details of problem below:
Defective chair
Oct 19, 2018 - ordered 3 theater seating chairs
Oct 24, 2018 - they emailed requesting I call them about my order
Oct 24, 2018 - called & confirmed okay to ship partial order (the matching wedge table was out of stock)
Oct 30, 2018 - chairs delivered
Nov 12, 2018 - my initial email complaint about one defective chair
Nov 15, 2018 - they replied asking for video proof
Nov 15, 2018 - I replied with video proof
Nov 19, 2018 - they replied asking for more video proof, requesting we take the back off, reinstall it, and send evidence it is installed correctly
Nov 19, 2018 - I replied with requested videos
Nov 27, 2018 - they replied saying an order has been placed for parts so I can replace a bracket in the back
Nov 28, 2018 - I emailed disappointment that I have to fix this item myself. What kind of service is that? Especially for a received-defective, and warrantied chair?
(No reply received)
Dec 4, 2018 - package received, 2 brackets in a padded mailer, no instructions, no new hardware (bolts)
Dec 16, 2018 - attempt to install new brackets and reuse the old bolts- turns out a bolt is missing. Go to lowe’s and buy new bolts. Can’t install bolt - turns out bolt not missing afterall, but rather broken off inside the metal “thread housing” in the wood. No way to install since I can’t remove the sheared off bolt. E-mailed customer service
(No reply received)
Jan 15, 2019 - e-mailed customer service again informing them of my intention to report them to the BBB.
(No reply received as of Jan 30)

Order details:
Retailer: http://www.homecinemacenter.com
Order#32703
Product: 900972, Geneva Theater seating, 3pc, black leather with extended warranty
Billed amount: $2, 051.05
Mfg: Catnapper brand, made by Jackson Furniture in TN
https://www.catnapper.com

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Bryan Schuler
, US
Nov 28, 2018 11:56 am EST

Ordered a piece of furniture from this company online. Was supposed to receive it before Thanksgiving and the shipping company they contracted with said their truck broke down and couldn't deliver. Six days go by and they finally deliver the box. The box had a 2' rip down the side and it caught my attention. Upon further inspection the furniture had a hole punched in the side. The item never made it off the truck and was returned to shipping co. I signed paperwork damaged, not recd. Tried contacting HomeCinemaCenter.com, left a message on a voicemail, John, hung up on my wife when she was trying to explain what happened, he also hung up on me today when I tried to call (also continued to speak over me while I tried to explain I wanted a refund for nondelivery). We will be doing a charge back from our CC company ASAP. There are plenty of other retailers online that provide excellent customer service, stand behind their products and value their reputation. DO NOT USE THIS RETAILER if the last three items are important to you.

ComplaintsBoard
H
3:25 pm EDT

HomeCinemaCenter.com the operator is often silent on the phone, makes big pauses and can not provide any useful information

The operator is often silent on the phone, makes big pauses and can not provide any useful information. When I call that company and it is always the same operator who answers I have impression that my call is not welcomed but rather annoying to the operator who is rude.

I called around september 15 to order an item. The operator confirmed the item is available and is in virginia's factory. I placed an order on september 21 on line for the items stated usually ships in 2 - 3 business days. I called the operator on monday 26 and got an answer that it will be probably shipped next week in octobre!

The operator says to call back later that week to have more information but does not provide any help or assistance at all to try to meet the expectations that the company set up on the website.

It is very disspointing and having the operator on the phone who is not accomodating customer's concerns it is even more frustrating.

I will have to cancel my order!

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Stooche
, US
May 22, 2012 8:08 pm EDT

Initially I felt comfortable with ordering from this site. I should have done more checking on ratings with this company. I have not as of yet received item ordered. When I called to inquire about the item I was told to check with the shipper. As if Home Cinema Center has washed their hands of it. Doesn't give a buyer much confidence in the validity of this company. Not only was the CUSTOMER SERVICE agent inept in answering my questions he was also rude and hung up on me. BEWARE BEFORE ordering. Chances are if you can find an item on this site there are probably a dozen or more sites selling the same item who are far more deserving of the order. Customer service is everything!

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Jokkes
, US
Jun 03, 2016 8:33 am EDT

Horrible, horrible, horrible! That is my experience! The headboard arrived broken and this guy, Mark, was very rude and abrasive on the phone! I don't think this is a legit company, only this one guy, Mark. He is not going to stand behind his product,

Don't buy here! My money is wasted as now I have to buy a new one from a real company.

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Hapitole
, US
Feb 28, 2012 5:37 pm EST

Rude and not responsive customer service. Lied about delivery.

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HCCUnhappyCustomer
, US
Dec 11, 2012 3:45 pm EST

"I recently purchase some home theater seating. Very poor customer service from their one and only employee, Mark! When I didn't hear from the shipper within the 5-7 days to arrange a delivery time as stated in HCC's email, Mark told me to get intouch with the shippers myself. What sort of customer service is that? I did get in touch with Pitt Ohio and they confirmed that the shipment had only been authorized for collection and was infact sitting in one of their depots going nowhere. I got back in touch with HCC to be told that he'd get onto it and email me back before the end of that day. Needless to say, no email received and that was 7 days ago as I write this review.

I ended up liaising with the shippers the whole way through to get my delivery finalized. I've never ordered anything online where the customer is expected to do the donkey work!

I will not be ordering anything from this company again, and I advise no one else to either."

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Howardddickerson
, US
Jul 15, 2012 6:43 pm EDT

I've had they same experience with the operator @hmcinectr. He doesn't give his name and wasn't ever helpful. When I originally called to order he didn't want to take, referring me to the Internet . I said can't you take it? He groaned, and did. After numerous statements about when it was going to arrive, each time I called, he was not helpful.eventually I go an e mail ( not from him) the delivery contract said I must inspect the PRODUCT in the presence of the driver. The delivery driver, not an employee of hmcinectr was very nice. Explain that his delivery agreement said that it's the box that needed inspecting .We called the co.and the apathetic telephone guy was not helpful, and wouldn't discuss the difference. I had called the delivery co. A week earlier and complained to them. They said it's often they get complaint from hmcinectr purchasers
About their lakpck of ability to provide product timely.

ComplaintsBoard
D
5:16 pm EDT

HomeCinemaCenter.com I will have to cancel my order

The operator is often silent on the phone, makes big pauses and can not provide any useful information. When I call that company and it is always the same operator who answers I have impression that my call is not welcomed but rather annoying to the operator who is rude.

I called around september 15 to order an item. The operator confirmed the item is available and is in virginia's factory. I placed an order on september 21 on line for the items stated usually ships in 2 - 3 business days. I called the operator on monday 26 and got an answer that it will be probably shipped next week in october!

The operator says to call back later that week to have more information but does not provide any help or assistance at all to try to meet the expectations that the company set up on the website.

It is very disappointing and having the operator on the phone who is not accommodating customer's concerns it is even more frustrating.

I will have to cancel my order!

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1:42 pm EDT

HomeCinemaCenter.com furniture was messed up at the factory and I can't get anyone that cares enough to try and resolve the issue

These people are rude! I can't believe how I am treated on the phone everytime I call them. Furniture was messed up at the factory and I can't get anyone that cares enough to try and resolve the issue! I would pay twice as much for the furniture to not have to deal with these people. Please shop somewhere else... For your sake.

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verizonguy1
ridgewood, US
Feb 28, 2012 12:35 pm EST
Verified customer This comment was posted by a verified customer. Learn more

We also had problems with this company. Weeks went by with no reply. The order that was supposed to be delivered in a week is now 8weeks. Seems like a one man operation and a scam.

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Phone number

+1 (877) 327-0056

Website

www.homecinemacenter.com

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