Complaints

This profile includes complaints for Home Shopping Malls, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Home Shopping Malls, Inc.

  Aloma, FL 32792-7009

• 

  Home Shopping Malls, Inc.

  6230 Wilshire Blvd. Suite 84 Los Angeles, CA 90048

• 

  Home Shopping Malls, Inc.

  13351-D Riverside Dr # 650 Sherman Oaks, CA 91423-2508

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:10/31/2023

  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.

  Order Number *********
  
  I purchased furniture from ******* ********* on April 22, 2022. I have been trying to resolve this issue since then. I purchased bedroom furniture which cost $593.22. I financed the furniture and am still making payments on furniture which is UNUSABLE! There were scratches on it when the furniture was removed from the box, the knobs have fell off the drawers, the dressers have fallen over and caused bodily injury, and the facing on the drawers came off. ******* ********* WILL NOT take any responsibility for their HORRIBLE products.
  
  When I call Customer Service, no one calls me back. When I send an email, I receive an automatic reply and no one REPSONDS to my email.
  
  I have contacted ******* ********* at least ten (10) times. They have only given me $25.00 for the issues outlined above.
  
  PLEASE NOTE:I am having difficulty uploading the pictures showing the scratches on the furniture. I have them, though.

  Business Response

  Date: 11/02/2023

  Customer ordered 3 items from our website on 4/20/22. One
  nightstand for $92.99, a 5-drawer storage chest for $165.99, and an 8-drawer
  dresser for $243.33. These items were delivered on 4/26/22. Per the policies
  listed on our website as well as in the email sent to the customer, it is
  clearly stated we need to be notified immediately of any damage to an item. In
  addition, we also indicate that a customer must keep the packaging if there are
  any issues with an item. The 3 items ordered are all manufactured by the same
  company.  We also indicate on the products’
  information page on our website; this manufacturer has a 30-day warranty for
  any manufacturer defects.
  All 3 items were delivered on 4/26/22. These three items: a
  nightstand, a 5-drawer chest and an 8-drawer dresser all come in pieces and
  have to be completely assembled. 
  Customer first contacted our company via phone on 6/3/22, over 30 days after
  the items were delivered.  They explained
  there was damage to the items.  Customer
  was told that since it had been more than 30 days, we may not be able to
  resolve the issue, but we would try.  As
  per our usual policy and procedures, we requested pictures of the damage,
  pictures of the box and asked what specific part numbers were damaged as all
  three items had to be assembled. Customer only sent pictures of the items in
  full use on 6/7/22 and explained they no longer had the assembly guide to
  provide part numbers and they also did not have any of the boxes. The 3
  pictures the customer sent showed very minimal, minor scratches on 2 parts of
  an item (see attached). Since the items consist of many parts and only 2 were
  showing minor scratches, we offered to send replacement parts if the customer
  could indicate what specific parts were damaged. Customer explained they did
  not want replacement parts.  Customer
  wanted more than half of the total paid refunded. Customer was
  also unwilling to disassemble items to return for a refund. Based on the
  pictures provided, the items were in full use and many of the drawers were so
  full of clothing, the drawers could not close. 
  These items have to be assembled and if not assembled properly, they may
  not function properly. Since the customer had been in possession of the items
  for 2 months without notifying our company of any issues, we offered a courtesy
  credit of $25.00. We have replied to every email the customer has sent.  Replies were sent on: 6/6/22 & 6/23/23.
  Our last email sent to the customer on 6/23/22 informed the customer of the
  courtesy credit we issued.  The next
  correspondence came via email on 1/13/23 (6 months later) from an attorney on
  the customer’s behalf. The letter requested for our company to issue a refund
  of $300 to the customer.  We responded to
  the attorney’s request with details. We never heard back from the attorney after
  responding that we would not be able to issue the customer a $300 refund.  The next call from the customer was 7 months
  later on 7/10/23.   Since customer had
  previously contacted an attorney, we wanted all correspondence moving forward
  to be in writing.  Customer continued to
  call our office and we would respond to the customer by sending an email.  Emails were sent on: 7/12/23, 7/13/23,
  7/20/23, & 8/1/23.  The pictures of
  the items the customer has provided clearly show the items being used. If
  customer would have reported the damage within a 30-day timeframe from when the
  items were delivered, we would have been able to provide replacement parts for
  the damaged parts. Based on the pictures and information provided, the item had
  been in use by her son for 2 months before the customer contacted our company. At
  that time, the only damage being reported was 2 minor scratches.  Based on the pictures customer is now
  providing, the items may have been assembled poorly and may not be being used
  properly. It has now been over 1 year since the customer has been using the
  items. Based on the recent pictures provided by the customer, the items have
  been and are still being used although customer claims they are “unusable”.  The items the customer purchased had a 30-day
  warranty and customer first contacted us over 30 days after having received the
  items.  We still offered to send
  replacement parts, but the customer declined that offer in June 2022.

• Initial Complaint

  Date:10/30/2022

  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.

  ordered dresser...was defective....they sent me return authorization....i personally returned the dresser back to their warehouse left it right near the loading dock as instructed. I have not received a refund of the $309.00 i paid. I ordered it around may of this year and returned it in about June or july of this year.
  attached is a picture of the dresser as i left it near their loading dock as instructed
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/03) */
  The return instructions sent indicate to send the tracking information to our company for the return shipment. Our manufacturers do not allow customers to return items directly to their warehouse. We were not contacted in advance by the customer to confirm if the item could be returned directly to the warehouse. We were made aware once the customer was already at the warehouse. After contacting the manufacturer, they confirmed they informed the customer they could not accept returns in this way and would not be able to accept the package. No proof was provided that the warehouse took possession of the package as the customer was told they would not do so. Customer was aware refund could not be issued if there was no proof the warehouse took the package into their possession. Customer was informed they could not just leave the box outside. Customer was never instructed to leave by the loading dock. If the customer chose to leave the package outside the warehouse after being informed we could not process the return if this was the case, we cannot issue a refund. It was explained to the customer over the phone by one of our representatives as well as the warehouse staff while they were at the warehouse, they could absolutely not just leave the package outside without obtaining proof the warehouse accepted the package for the return.
  
  
  Consumer Response /* (3000, 7, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  THE COMPANY ACKNOWLEDGES THAT I RETURNED THE ITEM AND LEFT IT AT THIER WAREHOUSE. THEREFORE, THERE IS NO REASON NOT TO ISSUE THE REFUND. AS IT STANDS NOW, THEY HAVE THE ITEM AND THEY HAVE MY MONEY. THAT IS WRONG. THE METHOD OF RETURN IS IRRELEVANT. IF THE ITEM WAS RETURNED AS THE COMPANY ACKNOWLEDGES THEY MUST ISSUE A REFUND. IT IS WRONG FOR THEM TO KEEP THE ITEM AND TO KEEP MY MONEY.PLEASE JUST ISSUE THE REFUND. THANKYOU
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  The return was not confirmed or accepted. Customer was informed numerous times the return would not be accepted at the warehouse.
  
  
  Consumer Response /* (4200, 11, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. your return authorization letter of 6/3/22 gave the address in industry city as the address where to return it. that is where i returned it to.
  2. Regardless, it is pure theft for you to now have the item and not give me the refund. as long as the item has been returned and you have the item it is nothing but pure theft to not refund me money. Yes, shipping instructions are needed to verify that an item has been returned. They cannot be used as a pretext to refuse a refund when you have the item. And, yes, what could be better proof that it was returned than returning it in person.
  3. again, all you have written confirms you have the item. you are therefore obligated to give me a refund. it is pure theft to now that you have the item to not give me a refund. you can not use such technicalities as an excuse to deny a refund for an item you know you have.
  
  
  Business Response /* (4000, 13, 2022/11/23) */
  It has never been confirmed the item was received and in possession by the manufacturer. It was made clear the item would not be accepted in person at the warehouse. We are firm in our stance and are unable to issue a refund.