HOM Furniture — terrible experience
After spending time with a sales person for nearly a week deciding the custom pieces to order, she calls us at the end of a business day stating she is leaving the company and to work with a new salesperson. We then tried to order the furniture which was delivered - all of the incorrect pieces came. After several hours working with more sales people on the phone, they assured us that everything would be ok and the *right* pieces were coming...but would take an additional 8 weeks to be delivered since they were custom. After waiting the time, we receive the pieces, which were now correct except three of the four pillows don't match. Additionally, we realized we were overcharged by $75! We went back into the store, spoke with Karen Thorn, Guest Services Supervisor who said she would credit the amount and order a new pillow. I also explained, each time I had to come back into the store was an hour drive from where I live and by the way I'm 8 months pregnant which makes it even more inconvenient and stressful for my family and I. Then, I look on my credit card statement to verify the credit - miraculously not only is the credit for the overcharge missing, there's a new charge for $120 over two months after I initially ordered my furniture. Karen Thorn said she would check with her store manager and be in touch with me on if they could credit me for all the inconvenience - which she never did! Luckily, I took her business card and left her a voicemail to call me back. She never did. I called back a week later and asked if she had spoken to her store manager and why she hadn't called me back for nearly two weeks?! At that time, it became clear she never had a conversation with her store manager and I asked her to speak with the store manager directly. Instead of transferring me to the correct manager, she passed it off to the sales manager Brenda Becker. I explained the entire situation to Brenda Becker who said she would clear things up both with the pillow, the two extra charges and figure out what they can do to credit my inconveniences. In the meantime, of course she offered to give me a store credit (which was ironic since we're not exactly keen on the idea of shopping there after this experience). She said she needed to speak with the sales people involved and get a better understanding on how so many things were screwed up. She never acknowledged why their "guest services supervisor, " Karen Thorn dropped the ball. A few days later I receive a voicemail from Brenda Becker stating she still needs to follow-up with her sales people to figure out what is the right amount to credit all the inconveniences. Instead of her calling back to follow-up on these details, she passes the baton to another sales manager, who leaves me a message stating they can credit me $50 for inconveniences. I called the store back and ended up getting Brenda Becker again, who then mentions that after looking into the situation, they noted that the initial sales person who quit had set up our invoice to be lower than the one we ended up with. How does this manage to happen? We have now been overcharged three separate times for the same order and things are still not cleared up. I haven't seen any $50 dollar credit and Brenda Becker continues to insist I work with her sales people. Tonight I tweeted a message to @homfurniture, clearing things up with traditional customer service has seriously failed. I'm looking to speak with someone at the corporate level as well as the store level GM. In the meantime, I recommend others shop elsewhere. I can't trust this company after being overcharged (three times!) and promised things several times with no resolution at the store level...will be interesting to see how long they will be in business for.
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