They don't care
I recently bought a $799 Sitcom Edo King bed from their Woodbury, MN store. It was a Saturday night, 5pm. The Salesman, Bob, was ok, but not too enthusiastic. So with no real input from Bob, me and my wife liked the bed and purchased it. Of course they did not have it in stock at their store, the had it at their distribution center in CoonRapids, some 30+ miles away.
So I head out there that night, pick up the bed and get home, excited about getting this thing put up... Start assembling the bed, 80% of the screws are missing... The stores were closed for the night, so I call in the morning.
After at least 12 minutes on hold (no physical person answers the phone, you must go through a menu and wait) I get someone, explain the situation and get put on hold for another 15 minutes. Katie, from their CoonRapids service department says they will pull some beds and look for the screws for me. I was not rude, although I was pretty upset... you buy something for this much, you expect a bag of $5 dollar screws to be in there (the instructions say they should be).
I never get a call back, I have to call them another 2 times, wait on hold then Katie tells me that Their warehouse person is not finding any screws with the other same style beds either... Now, I can't imagine that I'm the first person, in all of the states where HOM operates, to buy this bed, so I assume they have heard of this problem right? No she says, happens once a Blue Moon... Anyways, now it 2 days and nights later, still no phone call and I am sleeping on a bed with basically just slats run across them, UNSCREWED; Headboard, UNSCREWED, support beams, UNSCREWED, ME, SCREWED.
Great customer service right? I will never buy from these unethical people again.
The complaint has been investigated and resolved to the customer’s satisfaction.
Awful experience
On August 11, 2008 I purchased new furniture for my daughter's bedroom. None of the furniture was marked as being "on sale". Subsequent to my purchase, the furniture has gone "on sale" at least twice. The price, however, is always the same. HOM has a policy of refunding the difference between sale prices and regular prices. Unfortunately, this policy seems to be worthless, as the price for the furniture, at least in this case, whether it is "on sale" or not, is always the same. Apparently what HOM does is event some fictious price that they discount from, resulting in a "sale" price that is the same as the regular price.
The complaint has been investigated and resolved to the customer’s satisfaction.
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HOM Furniture emailscomments@homfurniture.com100%Confidence score: 100%Support
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HOM Furniture headquarters10301 Woodcrest Drive NW, Coon Rapids, Minnesota, 55433, United States
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Agreed..I worked for this company too. The amount of shady things that go on behind the scenes is crazy. Spray paint leather furniture to hide scratches, use sharpies to cover some wood scratches. We were told to hide the damaged furniture in hopes that the customer wouldn't see it within the 7 day return window. The major problem is the delivery guys don't get paid for the delivery if the customer notices a little scratch, so they are almost forced to follow suit and hide the damage or distract the cutomer so they don't notice. I would NEVER BUY ANYTHING FROM HOM FURNITURE
Yeah...try working for this company. The term "unethical" doesn't even begin to describe it.