Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sideboard piece of furniture from this company which required assembly. They didn't say how much assrmbly: I received two boxes with all the parts and pieces. Since it was so complicated, I had to hire someone to help me put it *********** I was preparing the parts and pieces, I noticed that there was a bag of parts missing. I contacted Homary about the missing parts and they told me that the company who provides those parts doesn't make them anymore, and that they couldn't supply them to me. That's why they weren't included!They supplied assembly instructions, but the picture of the missing parts is so small, I can't even see what it is, in order to see if I can find something to replace them. What kind of company sells products that need to be assembled and knowingly doesn't include the parts needed to put it together? This is deceptive practice. Now I have to somehow find the parts and pay for them myself. They offered no restitution.

  Business Response

  Date: 07/05/2025

  Dear customer,

  I hope this email finds you well.

  Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.

  The order number you provided is not correct, which is a chair that you ordered from us two years ago and that's why we got confused. For the sideboard you ordered recently, we will definitely send you replacement if there's any parts missing.

  As discussed on the call, we will send you the replacement parts(GG) + an additional 20% refund for the inconvenience. Please send us photos showing all the parts of the sideboard you receive and we will arrange replacement as soon as possible.

  Please let me know if you have any questions.

  Thank you for your understanding and patience.
  Sincerely,
  ***** Frau
  Account Manager, **********************
  Email: ************************************************************ 

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from Homary on 6/20 for $1,190.33 (delivered 6/24). The same day, I asked to return it due to poor quality not matching the listing. Their 30-day return policy suggests satisfaction is guaranteed. Two **** assured me it would be easyjust pick a pickup date. Later, they changed their story, saying I had to pay shipping (which they admit is too expensive) or drive it 34 hours to Trenton.They pressured me with partial refunds and coupons while suggesting I should be grateful. Their tone was dismissive, claiming there was nothing wrong with the sofa (which is my decision as the customer) and even suggesting I resell it myself.They also demanded I repackage the couch exactly as received, even though it expanded and cant be boxed the same way. Their emails admit they wont really accept it because of the hassle, yet they claim to offer easy returns.This policy is misleading and designed to make returns impractical. They misrepresented it and broke their **** promises. I am requesting a full refund with return shipping covered, or a fair resolution that does not shift all cost and burden onto me.

  Business Response

  Date: 06/28/2025

  Dear customer,

  I hope this email finds you well.

  Thank you for your reply. I am sorry to hear that the sofa doesn't meet your expectations. We are processing return per your request. But we are unable to schedule a pickup to return the sofa as it cannot be packed in the original packaging. We have provided you with return address and you can find a carrier to return it yourself.

  According to our 30-Day Return Policy, we are unable to cover return shipping fee if there is no quality issue with the item. Your sofa comes in a perfection. There's no any damage or defect with it. As you are just not satisfied with the quality, it is considered as a general return and you need to pay the return shipping fee.
  
  You have every right to return the sofa. But considering return is challenging and costly, we have offered you a good discount to keep it. If you don't accept the offer, you may follow the return instructions sent in previous email to return the sofa at your own cost. After the sofa is returned, we will issue full refund to you.

  Please let me know if you have any questions.

  Thank you for your understanding and patience.

  Sincerely,
  ***** Frau
  Account Manager, **********************
  Email: ************************************************************ 

  Customer Answer

  Date: 06/29/2025

  Thank you for your reply and for offering the discount. I really do appreciate that youre trying to help.
  
  
  I want to be honest with youIve been feeling quite stressed about this situation. The sofa just isnt sturdy enough to use as intended, and Im worried its not something Ill even be able to sell easily to make back part of what I paid. It genuinely feels like a loss I wasnt expecting.
  
  
  Im trying to work with you in good faith, but the discount you offered doesnt really offset the trouble or the quality issues enough to make this work for me. Is there any way you can do a little better on your offer? It would really help me feel more comfortable and fairly treated in this situation.
  
  
  Id truly appreciate anything you can do. Thank you so much for understanding.
  
  
  Best,
  ******* ******

  Business Response

  Date: 07/01/2025

  Dear customer,
  
  I hope this email finds you well.
  
  Thank you for your reply. I understand your concerns. But the sofa you receive is all good and there's nothing wrong with it. After it's correctly assembled, it will be safe to use. But if it doesn't function properly after assembly, we will be responsible for it. Besides, we provide one-year warranty for the sofa so you don't need to worry about the quality.

  Frankly speaking, we just keep a bit of profit from the order. After offering more than a 50% discount for you to keep the sofa, we already lose money. But in to order resolve the issue, we will discuss about your request and do our best to give you a better offer.
  
  Please let me know if you have any questions.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  ***** Frau
  Account Manager, **********************
  Email: ************************************************************ 
  
  

  
  

  Customer Answer

  Date: 07/03/2025

  Dear ****,
  
  
  Im sorry for my late responsethere have been some personal complications I needed to attend to. Thank you for your patience and for offering the $650 concession so far. I truly appreciate your effort to help resolve this.
  
  
  I wanted to explain that Ive been trying to sell the item locally, but its been very difficult. The most I might get is around $400 ( I have someone willing for that maybe) I spoke with a company thats willing to give me $200 off one of their couches in exchange for mine, since it isnt from a known brand. Its a tough situation since I paid about $1200 through financing and still owe interest on it.
  
  
  Given this, Im kindly asking if theres any way you might increase the concession to better match what I can realistically recover. Id really like to settle this fairly without taking such a big loss.
  
  
  Im grateful for the coupons you offered, but theyre just not in my budget right now. I hope you understand my position, and I truly appreciate any consideration you can give to this request.
  
  
  Thank you again for your time and understanding.
  
  

• Initial Complaint

  Date:06/23/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 3 bar stools on 2/27/25 to be placed in our kitchen after a gut renovation which was just completed on 6/20/25. This weekend, we hired a professional handyman to assemble the stools, which were still in their shipping boxes. The stools are completely defective with legs that don't align and can't be safely secured to the stool base. The cross bars, which act as both foot rests and stabilize the stool are also defective and if they are attached, then the 4 legs do not align. These stools are unsafe and unusable. I filed a request for a returning refund on 6/22/25 and submitted multiple photos clearly showing all of the defects. Today I received a response stating the stools could not be returned as they were outside their 30 day return window. The company stated they might be able to issue new parts under their warranty if I submitted a video of the issues with the stools. I complied with their request this morning. The company gets terrible reviews for product quality and poor customer service. It is impossible to speak with a human being to resolve this. I am demanding a 100% refund and am willing to return these stools if Homary pays for the return shipping. However, they have a reputation for making customer returns impossible.

  Business Response

  Date: 06/24/2025

  Dear customer,
  
  I hope this email finds you well.
  
  Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.

  As discussed on the call, we will process return of the counter stools. The return instructions will be sent to you in next email ******** will receive a full refund after return.
  
  Please let me know if you have any questions.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************ 
  
  

  
  

  Customer Answer

  Date: 06/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** **** ****
  
   
  

• Initial Complaint

  Date:05/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase: 5/2/2025 Initial complaint: 5/8/25 Photos sent Last-shortened/edited emails below From: ******* ******* Date: Sun, May 18, 2025 Subject: Homary case#****** You ignored and have not responded to the problems. 1. The item is partially assembled and cannot be completed because the parts ARE DEFECTIVE. 2. BRACKETS ARE MISSING. 3. TWO ITEMS DAMAGED. REPEAT-IT CANNOT BE FULLY ASSEMBLED BECAUSE THREE PANELS HAVE HOLES THAT ARE TOO LARGE FOR THE CAMS AND PINS AND YOU ARE MISSING BRACKETS. Send us labels and I will take apart this item and return it to you and give us the refund. Your policy and response does not address the problem. This is the poorest and most dishonest customer service we have ever experienced. You should be ashamed of this company...Please send all of our emails and your responses to your management...On Sun, May 18, 2025 at 11:18AM ************************************ wrote: ****** 2025-05-19 02:17:22(GMT+08:00)wrote Dear Customer I trust this message finds you well....... Upon reviewing our company's established policies,We have reviewed your order and unfortunately, it does not meet our return criteria. we are unable to accommodate the return request. Therefore, we only accept returns of items that meet the following criteria: ?The item must be in brand-new condition. ?It should be uninstalled and/or non-assembled, unused, and complete with all original tags and packaging. ?No pieces should be missing from the item. ?30 days of receiving the goods. Here is our return policy: ********************************************************************. ...To make up for the delay, we are willing to offer a faster shipping method for your replacement. We can send the complete package of the damaged parts, and it is expected to arrive in 5-10 days. We hope you will consider this option ... We look forward to your response. Best regards, Homary *************

  Business Response

  Date: 05/19/2025

  Dear customer,
  
  I hope this email finds you well.
  
  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  
  I am sorry to hear that the sideboard you order is defective. Don't worry. We can send you replacement to fix it or process return per your request. And as agreed on the call, we will offer you a $450 refund to keep the sideboard. The refund will be issued to your original payment method within 5-7 days.
  
  Please let me know if you have any questions.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************ 
  
  
  

  Customer Answer

  Date: 05/23/2025

  
  Homary has offered us a ****** or 50% reduction in price/refund due to the manufacturing defect, damaged parts and missing hardware. Thank you for your assistance. It wouldn't have happened without your help. 
  
  ******* *******
  

• Initial Complaint

  Date:05/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased toilet on 7/5/2022 and did not go into use until 9/30/2022.Started having issues with toilet in April 2025. Spent $600.00 diagnosing and replacing various parts. Uninstalled and reinstalled toilet to find that it had a crack in the ceramics and no longer viable.Reached out to company (Case No. ******), but unable to resolve. Went over a week in a 1 bath without a toilet waiting for remediation. Replaced with ******, so no longer need a ******************* offered me a $100.00 refund only if I removed my review - this is illegal and unethcial. Given the coercion and the lack of abiding to legal contractual requirements - I advise the company to reconsider their approach and offer me a full refund of ******.

  Business Response

  Date: 05/19/2025

  Dear customer,

  I hope this email finds you well.

  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  Your toilet was delivered in 2022 and it's used for more than 2 years, I am afraid that we cannot return the toilet according to our 30-day return policy. For the toilet you ordered, we provide three-year warranty on the chinaware and one-year warranty on the toilet seats, bidet cover, general mechanical component and basic functionality.

  You mention that there's damage on ceramics causing leakage, but we don't receive any proof showing the issue. We have checked the issue with the manufacturer and confirmed that the issue is with the tubes and ****** ring. We only provide one-year warranty for these parts that need to be replaced and your toilet is not covered by the warranty.

  To fix the toilet, the lower punch, lower punch tube, upper punch tube and ****** ring need to be replaced. Even though these parts are not covered by the warranty anymore, I will make an exception and send you the replacement free of charge. Or if you don't need the free replacement parts, the other solution I can offer is a partial refund.

  Please let me know if you have any questions.

  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************

  Customer Answer

  Date: 05/20/2025

  What proof do you have that it is the tubing or other parts?  The parts were replaced and it continued which evidenced that there was a crack internally.  This was diagnosed by a licensed plumber.  Who diagnosed the problem on your end? How did you draw the conclusion that the first and replacement parts were both defective?  There is a 3 year warranty on ceramics and it hasn't been honored.

  Business Response

  Date: 05/20/2025

  Dear customer,

  I hope this email finds you well.

  Thank you for your reply. The issue of the toilet is diagnosed by the toilet manufacturer. As you are unable to provide a video showing the issue, the manufacturer cannot confirm if the toilet ceramic body needs to be replaced.

  I understand that you have got a licensed plumber to diagnose the issue of the toilet. But the manufacturer still requires a video to confirm the issue. As your toilet was delivered in 2022, we are unable to return it and issue full refund to you. 

  As you have ordered a new toilet and don't need the replacement anymore, the best I can do in this case is offer you a partial refund as a solution.

  
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a wine cabinet on March 14 ($1,560.60). Product arrived in 3 boxes with two pieces broken beyond repair and one piece with many holes making the product unusable. In addition, there were several workmanship issues found which led to cosmetic defects. Homary agreed to a 20% discount for the workmanship issues and to replace the three unusable components. The 20% refund was processed April 4 ($312.12). On April 24, we were informed that the product was discontinued and replacement components were no longer available. Without the components replaced, the product is not usable. After several repeated communications, Homary has not refunded our full amount charged for this unusable piece of furniture.

  Business Response

  Date: 04/27/2025

  Dear customer,
  
  I hope this email finds you well.
  
  Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  
  Don't worry. As the wine cabinet is damaged, you can request to return it for a full refund for sure. I am sorry that our original supplier is no longer working with us so we are unable to send you replacement. 

  As you don't want to keep the wine cabinet with a good discount, we will proceed with return for you. The return instructions will be sent to you in next email soon. After the wine cabinet is returned, you will get full refund.
  
  Please let me know if you have any questions.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************ 
  
  

  
  

  Customer Answer

  Date: 05/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I have received a credit that results in a 100% refund and consider the complaint complete.  I would recommend revisiting the rating of the company based upon the high number of experiences reported on the BBB website.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not do business with this company at all. I order 2 bar stool chairs from their website. Delivery was quick however the installation and materials were faulty. The barstool is not comfortable and very firm to sit. After installing the chair together it wobbles. I tried loosen the screws and putting a object underneath the leg to keep it from wobbling. Which I should not have to do for a brand new chair. The return process is atrocious, I went back and forth with customer service for a week to get a refund/return. I highly recommend not to do business with this company! Also, their reviews are fake. I tried listing a reviews for others and it never showed up.

  Business Response

  Date: 04/26/2025

  Dear customer,
  I hope this email finds you well.
  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  Don't worry. If the bar stools are defective, we can send you replacement or proceed with return per your request. For the bar stool you have assembled, there maybe a assembly issue with it and we are still confirming the issue with the manufacturer. But as you insist to return the two bar stools, we will start the return process. The return instructions will be sent to you as soon as possible. After the bar stools are returned, we will issue refund to you.
  To return the wall clock, you would need to repack it in its original packaging. As you do not have the original packaging, then you will need to get similar packaging and repack it in order to return. Unfortunately we are unable to provide you with original packaging. We will send you return address and you can find a carrier to return it at your own cost. After it's return, we will issue refund as well.
  Please let me know if you have any questions.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************
  

  Customer Answer

  Date: 04/26/2025

  I have the package for the clock but you are requiring me to send you a picture of it? I do not understand that.

  When will I receive the *** for the bar stools? do i have to wait another 3 to 5 business days for it? that is unacceptable business practice. 

  Also, how do I know I will receive my full amount for the Bar stools once you receive it? I want my full amount for BOTH bar stools. especially for the one thats defected.that I submitted video and pictures for. 

  So no i do not accept your previous response. 

  Business Response

  Date: 04/27/2025

  Dear customer,
  I hope this email finds you well.
  Thank you for your reply. You don't need to send the photos of packaging of the clock. The return instructions and documents for both bar stools and clock will be sent to you soon.

  After the items are returned, we will issue refund to you.

  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: ************************************************************

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 electronic toilets in September 2022. One toilet has now failed. They will not fix or reimburse. They claim they cannot find order. Or they claim since we threatened a law suit they will not fix the toilet. They told us there is only a 1 year warranty and there is no support. Toilets should last longer than 1 year. We spent 800 per toilet and now it doesn't flush. This company doesn't stand by their products.

  Business Response

  Date: 04/23/2025

  Dear customer,
  I hope this email finds you well.
  Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  Actually we only provide one-year warranty for the toilet and you can refer to the detailed warranty on our website. As your toilet was delivered in 2021, it's not covered by the warranty anymore so we cannot send you replacement free of charge.
  When you first reached us and reported the issue of your toilet, we were unable to find your order with the information you provided. We reminded you that there's a risk that the toilet cannot be fixed with the replacement you get from us if the order information is not confirmed. But you insisted to order the replacement part from us. I am sorry that your toilet is still not working after you replaced the part. 
  Now we find your order and confirm that the whole top of the toilet needs to be replaced to fix it. We will ship out the replacement part as soon as possible after you complete the payment of the replacement.
  Please let me know if you have any questions.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Account Manager, **********************
  Email: **********************************

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont usually do this, simply because it is my belief that no sleazy company is truly worth my time and effort, but you people have put my wife through living h*** over the past 2 weeks, and now you have managed to **** me off as well.1 Bad product. Aside from the amount of extra trouble my plumber had to go through to install the toilet, it wasnt even 24 hours before it started leaking. It leaked 2 more instances after that, causing my wife to panic several nights due to the toilets proximity to the $1400 vanity that we have carefully picked out. The plumbers told me that toilet is leaking from the manifold, and he would have to take it apart to even begin fixing it. 2. Bad response time. You are dealing with objects sensitive to water exposure, and you have the actual gall to respond with AI saying that if I dont hear back in 48 hours, I should email again to get a response.3.Bad terms. 30 day return policy without covering postage. It could be 2 months before it even starts to leak. **** serious/genuine customer care. When you finally emailed back after some 40+ hours, in your seemingly devastated tone that we are experiencing problems with your wonderful product, that you can send replacement parts to us. How about send my plumber a check for his labor on repairing your product?5.Disingenuous attitude. In response to your email, my wife sent you a video showing you that it was leaking from the manifold, you sent an email back asking her to prove that it was leaking from that spot and not an installation error. Grossly incompetent, or just paranoid enough to think that customers have nothing better to do than play make believe. Some of us have a job thats not sitting behind a screen playing hot potato. Finally, let me spell it out for you hacks so you do not abuse my initial courtesy. Nothing more than A FULL REFUND OF BOTH BIDETS that we have foolishly bought from you will cause me to rescind my statement. Thank you and have a nice day.

  Business Response

  Date: 04/09/2025

  Dear customer,
  I hope this email finds you well.
  My name is *****, the account manager from **********************. Firstly I would like to apologize for the inconvenience we have caused you and will definitely provide you with the best solution to get the issue resolved.
  I am sorry to hear that the toilet is leaking and will get the issue resolved in a timely manner. The toilet was delivered in the end of January 2025, thus we cannot return it and issue full refund to you according to our 30-day return policy.
  But don't worry. We have one-year warranty for the toilet and will send you replacement to fix it. To resolve the issue, we can send you a brand new toilet, which can be delivered in about a week. Or the other solution is that I will offer you a 50% refund if you can fix the toilet and keep it. Please let me know if any solution works for you.
  At the moment we haven't received any proof showing your other toilet is not working. If there's any issue with it, please kindly send us video showing the issue and we will work out solutions for you.
  Please let me know if you have any questions.
  Thank you for your understanding and patience.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: **********************************

• Initial Complaint

  Date:04/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders for tables, one from Homary and one from another company, both shipping from *****, within two weeks of each other. They are both shipped by sea. I received the other table in February, less than two months after placing the order. The Homary shipment still hasn't come, and it's been over three months. After reading more reviews, I'm afraid that this is a scam and I'm not going to receive the order, that they're just running out the time until I can't dispute it and get my money back. I want to cancel this because I spent a lot of money and I think it's money down the drain. Order number USA2501071722241853512.

  Business Response

  Date: 04/06/2025

  Dear Customer,
  Hope this email finds you well.
  I am sorry to hear that the dining table you order is out of stock. It will be delivered in the mid of May. 
  Per your request, we've canceled your order USA2501071722241853512 successfully and have sent the request to issue a full refund to you. The funds are normally sent back to your account within 5-7 working days.
  Please kindly be patient and don't file a chargeback dispute, because the time it takes to receive a refund may be longer. Or if an unusual delay occurs, feel free to contact us for assistance via email, phone call, or live chat.
  Thank you for your patience and support.
  Sincerely,
  ***** ************************ Manager, **********************
  Email: **********************************