HomeDecorators
reviews and complaints

I have inquired 4 times, each inquiry 2-3 weeks apart, about getting a return of funds for two items. One has not been shipped so i do not know what the problem is. I went ahead and accepted the other because it was said it was "in transit" but i was supposed to get 25% off for the delay and inconvenience. My last attempt was on 9/22 where i was told that the 25% would occur in 3 days and the refund up to 10 days. It is now 10/8, my account to date shows neither credit. I first inquired on 8/28, then 9/18, 9/29 and today 10/8. Each time a nice enough rep tells me they have placed the order for refund and to expect the 25% credit in 3 days and the refund within 10 days. This is ridiculous!

I ordered a pricey jewelry storage unit from homedecorators.com that was supposed to be solid wood. What I received was a beat up old piece of press board GLUED back together. It was obvious that it had been damaged BEFORE they shipped it. I guess they thought it was OK to send their garbage to an unsuspecting customer. When I contacted them for a refund they told me that as soon as they receive the damaged (uh, inferiorly made) item they'd give me my refund. And that it would take 7 days for me to receive the return label. (Every heard of email? Uh, CALLING UPS for a pick-up?) Sooo... after it took me nearly an hour to get the thing out of the box, after dragging it in the door when it weighs more than I do, I had to somehow piece back together the box and drag it back out to the front porch. All this took me way over an hour. An hour of valuable time wherein I had things to do. (Which is why I shop on-line to begin with.) The thing is sitting out there in the rain. I've contacted the FTC, the BBB, blogs and my bank to stop payment. I would NEVER buy a thing from those crooks again. And honestly, you shouldn't either. Don't be seduced by pretty pictures. They lie. And so do the "customer" reviews. All lies. These guys are criminals. Google it. Home Depot, Home Decorators, all crooks. And they'll never fool me again. Next, my lawyer. Class action anyone?

I should have known from the first that this was going to be a bad experience. I walked into their Alpharetta, GA store in April and was ignored for the entire time I was there. This was a Friday afternoon--they were not even remotely busy enough to justify ignoring a client. I had employees walk right by me without even making eye contact.
I argued with myself all weekend, but I'd been looking for furniture for a few months and really only liked the stuff at Home Decorators. I called the store that Monday and spoke with the GM, Melissa, and told her my concerns for spending close to $1000 on two pieces of furniture when I couldn't even get a simple "hi" out of her sales people. She apologized profusely and offered me free shipping or free install. I bite. I had the double wide Mansard bookcase sent to my home (free) and the Mansard coffee table sent to the store for a free install.
Even more exciting everything was delivered that Friday (4/13). Unfortunately, the coffee table they put together was faulty so they had to order a new one for me. I hauled the 2x90lbs boxes into my house only to find out after opening the boxes that instead of sending me box A and box B of the bookcase, they sent me two box As. Please bear in mind, my house was in total chaos since I had had to move the old furniture out for the new furniture (supposedly) arriving that Friday.
On 4/14 I spoke to Jefferey the asst. mgr at the store and told him what happened and how unhappy I was by both my orders being screwed up. He apologized, said he'd order me box B and refund me 40%. He also told me that I had to rebox the second box A and that they would mail me a return UPS shipping label.
On 4/17, I called the customer service 800# to find out the tracking number for my re-ordered coffee table. I was told that even though the original was broken that they were not expediting the shipping but sending it out by truck to the store. By this time, I was quite upset by everything that had happened and my numerous phone calls. Jamie, a customer service manager, offered me $50 off the coffee table (the current promo going on) for my troubles.
On 4/18 I checked the UPS site which said that my box B had been delivered to my home. Of course there was no 90lb box waiting for me when I got home. Beyond aggravated, I called the store again and spoke to Andrea, another asst. mgr., and explained that my box was not there. After many phone calls between her, UPS and HD corporate office, she called me back and offered me 40% my coffee table, as they had already discounted the bookcase 40%.
I now have all my furniture and it looks great. However, I had to call the 800# on 4/26
and spoke to Brandy because a) I still have the original second box A, and b) I never received the $50 credit promised on 4/17. She said she'd get them both taken care of.

Today is 5/7 and I still have the original second box A, and b) I never received the $50 credit promised on 4/17. I just called the 800# (again!) and spoke to a customer service manager, Kristin, who has just told me that I wouldn't be getting the promised $50 discount because I got the additional 40% taken off my order on 4/18--her reasoning being that the 4/18 discount was larger than the $50 discount which then negates it. I told her that I was promised the $50 and if there was a problem that I should have been told on 4/26.

As you can see, I've had nothing but difficulties from day one with HD. I appreciate the attempts that they've made to straighten out the situation and to make me happy, but I don't appreciate, after everything I've gone through, the remaining $50 promise being so rudely rescinded.

I've never received such horrible customer service in my life. My original order was for a bed and a holiday decoration. A few days after placing the order online, I received an email that the bed order was cancelled. I called to question this and the customer service rep said it was a glitch in the system and that it really wasn't cancelled, but that my bed wouldn't be shipped for another month. That was fine. But then two days later, I saw that they charged me a 2nd time for the bed, taking money directly out of my checking account because I paid for the original order with my debit card. It took 10 days to get that money refunded. During which time I received an email stating my holiday decoration would not be shipped until Jan. 3rd. I called to cancel that because it would be too late at that point. I've had 5 different conservations with CS reps about this decoration and they assured me that it was cancelled and that I should receive my refund within 3-5 days. I called today as it's now on day 10, I still don't have my refund and the CS rep said it's not even cancelled in their system! I swear, I'm dealing with a bunch of freaking ###s! Will never purchase from this company again. They suck.

I spoke to customer service to exchange a rug. The rug faded when spot cleaning. Poor quality. The woman said I could exchange it. So I ordered another rug at that time with the woman with the understanding that my credit card would be credited once the damaged rug was returned and processed. I received an email about a week after mailing rug back that they received and were processing. When my card hadn't been credited in a few days, I called customer service. They said they had sent me gift cards. I explained that is not what I had discussed with the woman I has spoken to. They said the gift cards could not be voided. I explained that I had already ordered and received a new rug which was more money and I was told because I bought something else my card would be credited. Otherwise I would have waited for the damaged rug to be returned and processed and used gift cards towards my new rug. Awful customers service! I will never buy from them ever again...I have also filed a complaint with better business bureau

I bought a breakfast nook from homedecorators.com with the understanding of a 100% customer satisfaction guarantee for a full refund. I was not satisfied with the breakfast nook and returned it at my expense. Homedecorators.com is now saying the breakfast nook was returned damaged (which of course it wasn't damaged)and they refuse to refund my $1, 471.02. I asked what was damaged with it and naturally they tell me the manufacturer hasn't answered their email about it. I have looked up the manufacturer by the return address homedecorators.com gave me, and found a phone number for Thompson design Inc., which is not a working number, and the address for this non-working number doesn't match the return address homedecorators.com gave me, smell a big rat?

I ordered a dining room rug from HomeDecorators.com in early January 2007 and I still have not received this item, but my credit card has been charged twice.

The website and catalog are pretty great, they seem to have a good selection for good prices - but that is how they get you! Each month we
received an email stating that our ordered item was still out of stock and
would be expected in the next month. This has been going on for 6 months.
They sent me a letter offering a discount for 20% off our next purchase, but why would we buy from them when we had not received our initial item?

Finally, towards the end of June, they notified me via email that it had
been shipped. I clicked on the Fedex link to track it. Every day this link
said something different, and by the end of 5 business days it told me
nothing. I called Fedex, and they said they did not have this item in their
possession! I contacted Home Decorators Customer Service, they were polite.
They explained to me that a label had been created and it was shipped from
Mexico, Missouri, and that when it came to my state, Fedex would sign for it and then I would be able to track the item on the website. I had never
heard of this before.

You will not believe what happened next! A week later I received another
email from Home Decorators.com stating my item had been RETURNED to the
warehouse, and that apparently they had discovered that they shipped the
WRONG ITEM to me. I asked to speak with a Manager, who apologized in a
surprisingly meek and cold way, but she helped me.

I should have cancelled my order long ago, but I was in love with this rug and had already designed the space in my mind. The Manager stated they would refund my initial order, and then give me a 25% discount and re-order the rug for me. They charged my card (again) and notified me via email they had shipped the item again (at this point, apparently, it was in stock).

A few days later I received the refund for the first charge, however, there were $82 in SHIPPING CHARGES, which they did not refund! Once again, I spoke to the same manager, who stated they will refund me the $82. Fedex tracking says we should receive the rug in a few days, but we'll see...

Homedecorators guarantees 100% customer satisfaction or your money refunded. I ordered a dining nook and was dissatisfied with it, it was very unconfortable to sit on. So I returned it within the 45 days for a guaranteed refund. Homedecorators has informed me that the furniture was returned damaged, but they are having a problem telling me what was damaged, because obviously there wasn't any damage, Homedecorators doesn't want to refund my money! Please warn the public about this fraudulent website.

I placed an order for a rug from Home Decorators Collection on December 15, 2008. It was a really cute rug I was buying for my kid's new playroom in our new house. Even though it wouldn't arrive until just after Christmas, I figured it would be worth the wait. I was impressed that the price of the rug was $529 vs, $600+ that I had seen on from other companies. Well, BIG MISTAKE! I am so frustrated with this company right now and the horrible customer service I have received. After the order was placed I checked online for a tracking order, but none was given. It was simply stated that my order had been shipped. The order did not arrive, and on Jan 2, 2009 I called the company to find out the status. The person I spoke said their records did not show what shipping company had been used, and that within 48 hours I would be contacted to help resolve the problem. No one called, and on Tuesday 1/6/09 I called back. The person told me the manufacturer had been contacted, and still had another day to respond, and that someone would contact me. Well no one did, and it took two more calls and an additional week to determine that fed ex had lost the rug at the original shipping facility. I stated that I still wanted the rug, and they said it was in stock and could ship out within a week. Well, a week later I checked online and it showed a new expected ship date of 3/09/09! Three months after my original order! But no email or contact had been made to me to notify me of the date change. I called customer service and spoke the manager (Sheri?) who was hardly even apologetic. I told her I would like to cancel my order and she was basically just like "ok, fine, goodbye". I do a great deal of shopping online and have never, never received such poor service. Now it is a months later and I have to start from ground zero. This has been very time consuming, frustrating and I would recommend NOT buying from Home Decorators Collection due to their terrible service.

From the beginning to the end, Home Decorators was nothing but bad customer service and a rip-off. When I first walked into the store no one asked if I needed help. Then when I found something that I liked and the price that I could afford, I had to search for someone to help. When I approached someone to help me he said and I quote "with what?" I asked the gentlemen did he work there and he said yes. He was very nasty and rude. Next, when I made my purchase nothing was explained to me. None of my pay options or anything. I was just handed a pen and asked to sign. When I asked them to explain to me what I was signing, he grew agitated and released a big sigh of frustration. They then told me that I could expect delivery on March the 11th. When March the 11th came, nothing! I received no furniture and no call. When I called them they said that they did not deliver because my furniture came in damaged. They then said that I would get my furniture on the 30th and I this time I did receive a phone call. But the gentlemen told me that he could only deliver to me in the evening. I told him that would not me good for me. So he then stated that and I am going to quote once again, "We do not deliver furniture when you are available, but when we are available." He then informed me that if I did not take delivery then I would have to wait another month! Finally I requested and refund and they told me that I would have to wait 6months. Then when I called the 1-800 numbers I was told something different? When I asked the store manager for the number to their corporate office, he told me that he was not authorized to give out that kind of information and that he did not have it. I called another location right in front of him and they gave it right to me. When I called the corporate office line it says "Home Decorators Corporate Customer Service Line." So please someone explain to me how he was not authorized to release that number, if it is meant for customer anyway? My advice to anyone no matter how much you may like something please take your decision for shopping at Home Decorators. Ohh and by the way "Corporate" has yet to even return my calls.

In October I ordered a divided 2-compartment laundry hamper from the Home Decorators Collection website. The reason I ordered from this company was because I was looking specifically for a hamper with 2 or more compartments and they were the only place that advertised what I was looking for. When a package arrived from Home Decorators I opened it and discovered it was the wrong item--a very shoddy laundry hamper with only one compartment I notified the company immediately that they had sent the wrong item. I initially said I would still accept the correct item if they would send it out. Of course they never sent me the correct item. Instead, I got back an email from the company that contained an empty apology along with a preposterous offer: if I would keep the item I did not order and did not want, they would give me $3 off my purchase price plus a $5-off coupon to order more merchandise from them. Naturally I declined the offer and insisted on a full refund. I was still kind enough to offer to drop off the unwanted package if they would send me a pre-paid return label so that I wouldn't be stuck with postage. They refused to send me a return label. Their next ploy was to promise me repeatedly that someone would come to my office and pick up the package to return it to the manufacturer. Needless to say, no one ever turned up to pick up the package. To date, over three months after I placed my order, they are still holding my money for an item I never received and refusing to issue a refund. I have notified the Better Business Bureau but want to get the word out to as many places as possible so no one else will make the same mistake I did in ordering from this company.

I ordered a chaise and a few smaller items. I contacted the delivery service by email indicating the days I could be ready for delivery. The delivery service attempted delivery on the first date without, however giving me any prior confirmation. As a result, although home at the time, I missed the delivery. I contacted the delivery service and rescheduled the delivery for the second date. That date was today. The delivery arrived on time however only the smaller item was delivered, no furniture. When questioned, the driver said that that was all he had on the truck. I contacted the delivery service again and was told by the manager that Home Decorators had required him to return the chaise to them despite his informing them that we had a delivery date set for today. He said that he knew I was going to call upset.
I contacted Home Decorators who confirmed that they had instructed that the chaise be returned because I had refused delivery. Of course, they had not credited my account and said they wouldn't until they received the chaise back even though they charged my account as soon as it was shipped. They also informed me that they were slapping a return fee on me for refusing to accept delivery. So no doubt I will be fortunate if I receive even 50% of my money back and I have paid to have furniture shipped back and forth to Mexico twice. I have had previous positive experiences with this company and this has been a deep disappointment and unnecessarily costly. I will not be doing business with them again.

I purchased a bathroom vanity with a sink just under two years ago. Yesterday a plumber told me that all the plumbing has to be replaced. The washers have failed and the fasteners that attach the water supply to the faucets have completely corroded. What a piece of very expensive junk. Like others who have comlained, I also had to wait months for this junk to be delivered.

I ordered a breakfast nook from homedecorators.com, I was not satisfied with it and returned it for a guaranteed 100% customer satisfaction or full refund. They received my return and are telling me it came back damaged, which of course is a lie, and will not refund my money, homedecorators.com is a fraudulent website and business, stay away!

I recently purchase an entryway bench for storing shoes and had a cushion for sitting while you were putting your shoes on. I hope you know what I mean. This bench was not cheap, but cheaply made. Made in China of course. I ordered a particular color/stained finish. It was totally wrong. Not even close. I started putting it together and found myself trying to decipher the directions, they were awful! I am pretty handy for a girl and ended up using no directions. Ii got halfway through and the screws/lock bolts did not fit right, they would not turn properly. ALL of the screws they supplied stripped and were too small for the project. Need I say more. I wanted my money back, but only got offered a 35.00 credit toward my purchase, which I never got. So, their customer service department do not want to satisfy their customers, they only want to make more sales. They rate a 2 on a scale of 1-10. Don't waste your money. P.S. I gave them three tries to satisfy me (the customer) THEY FAILED!

I ordered two pieces of assemble-it-yourself furniture over the Internet from Home Decorators Collection for a total of more than $320 including shipping and freight charges. The pieces arrived separately; each had a defective plywood back panel. The back for each piece of furniture consisted of more than one panel taped together with a different finish on each section and what appeared to be damage to a section of the back panel for one of the pieces of furniture.

The back for one piece of furniture (bookcase) consisted of three sections taped together, none of which appeared to match the finish of the furniture and one section appeared unfinished with large splotches on it as if something had been spilled on it and eaten away at the surface of the wood or the wood had otherwise been damaged or was defective.

When we contacted Home Decorators Collection at the toll-free 800-number Customer Service number provided online, we were told by the Customer Service Dept. that we would need to speak directly with their Parts Department and transferred to that department, which has proven to be unreliable in reaching. Sometimes they answer their phone and sometimes we get a message that says, 'Due to circumstances beyond our control, the Parts Dept. is temporarily closed.' If we are fortunate enough to reach the Parts Dept., they've proven not to be that helpful.

Therefore, we resorted to e-mailing the company at the e-mail address provided for their Customer Service to request a replacement part for each piece of furniture. We received prompt and friendly replies in a timely manner which led us at first to believe we were being dealt with fairly and receiving truthful information.

We were told in the initial e-mail (which we have kept) that we could receive a $20 credit per furniture part if we were willing to keep the furniture as is. Otherwise, it would be six to eight weeks before we'd receive each replacement part since those furniture items had been discontinued. (The finish was discontinued actually; we'd ordered the pieces from Home Decorators outlet online section. The furniture items were still available through their main catalog but with different finishes than the one we ordered.

It would take six to eight weeks, we were told in e-mails from the company, because the parts would have to come directly from the manufacturer or vendor, which we learned later apparently is in China.

We believed this story -- we saw no reason not to -- and replied that we wanted the replacement parts and were willing to wait the six to eight weeks to receive them. The company replied that the parts were ordered and on their way. We have not received the parts within the timeframe stated, even though we were assured they would arrive when stated in a number of e-mails from the company replying to our requests for the status of receiving the parts.

In addition, the online order status provided by the company regarding our order and the replacement parts that were supposed to be on their way we've come to realize is useless in giving us any honest answers about the order.

I checked with the company, via e-mail, after about six weeks of waiting to make sure all was okay and was told that the first replacement part was in stock and I should receive it soon. I looked on the order status online for our order and it read that the replacement part was in stock. It also showed an 'expects to ship' date of 1/11/08. The first replacement part was initially ordered on 12/10/07. This is stated in e-mails we received from the company when we began inquiring about the status of receiving these parts.

I was told in an e-mail from the company that the first part should arrive the last week of January, which was the eighth week in the six-to-eight week waiting period we had been told earlier. When I checked the order status online again for the first replacement part we were expecting, it showed an 'expects to ship' date of 1/25/08 and no longer stated that the part was in stock. The week came and went without us receiving the part. An e-mail midweek asking for reassurance from the company that the part was on its way brought a boiler plate reply that the part will take six to eight weeks to arrive.

A check of the order status online showed yet a new 'expects to ship' date -- this time of 2/1/08. It changed to 2/4/08 when I checked again on the following Monday. (I've printed these statements and have them for my files.) When I called the company's Parts Dept. on Tuesday, 2/5/08, (and was actually able to reach a person), the representative told me that both replacement parts should ship March 17 and arrive about March 20 or so -- that we would get them at the same time -- what amounts to eight weeks from my phone call that day. That was the ninth week of our wait for the replacement parts.

I was told there was a delay because of the Chinese New Year just starting then. (Apparently these parts are coming from China.) The Parts Dept. rep could offer no explanation on why we had not already received the replacement parts or why we were told the first part was in stock when it obviously was not or why the 'expects to ship' date on the order status kept changing -- why in short we haven't received these parts already within the timeframe we were given.

I canceled the replacement parts order in that phone call 2/5/08 and told the rep that we are returning the furniture and want a full refund. She gave information regarding the return procedure and said that the furniture can be returned and that we would be given a full refund and that we can return the furniture at 'no cost to us' regarding shipping, etc. She told me to expect the Fedex return label stickers and additional instructions for returning the merchandise within the next three or four days at our home address. Not surprisingly, we haven't received that yet. The company has a number of stores, one about an hour from us, and we may try to return the merchandise directly there, but I expect it will not go easily. We may have to seek legal action in all this.

What's especially puzzling is why this company's Customer Service chose to string us along all these weeks instead of being honest with us and telling us these parts were not available and dealing with the returned merchandise then. We've clearly been lied to and repeatedly and the lie extended to continual 'updates' of the order status online. This is not only bad business but a deplorable way to treat customers and people in general.

We had placed two orders with this company previously and have three pieces of furniture from them that we are happy with. We've given them hundreds of dollars of business. These two pieces in this order represented our fourth and fifth pieces ordered with them and were planning on ordering more. (I had been regularly going through their catalogs.) They've lost our business now and in future and risked legal action not to mention complaints with the Better Business Bureau and a consumer fraud complaint with the State Attorney General's office (my next steps in this process).

I can only warn others not to do business with this company. I have since discovered in a check with the BBB (which only took minutes) that this company has an unsatisfactory rating and that there have been numerous complaints by consumers about this company, many with the same types of complaints I have (saying a part or furniture item is in stock that it turns out is not, not getting an item in a timely manner no matter what was promised, and difficulty getting a full refund or returning furniture, etc.).

Worst on-line shopping experience ever. Worst customer service. They'll never let you know if their stuff is actually out of stock. When the shipment date reaches, they'll send you a nice little email, oh by the way your couch won't be arriving until 2 months from now and 2 month later, you'll receive another email, telling you pretty much the same. I ordered two little pieces of furniture (a file cabinet and a console table) back in may and still haven't received any. When i called, they said some time in september! I should've just gone to staples and picked up a stupid file cabinet myself and call it a day and the best part is if you try to return any, they stick you with some certain charges that are not refundable which are hefty amount. I WOULD STAY AWAY FROM THIS STORE! I WILL NEVER ORDER FROM THIS STORE AGAIN. I JUST WISH I CAN GET ALL MY MONEY BACK AND NEVER HAVE TO DEAL WITH THEM AGAIN.