Complaints

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

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HOM Furniture, Inc. has 6 locations, listed below.

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  HOM Furniture, Inc.

  10301 Woodcrest Dr NW Coon Rapids, MN 55433-6519

  
• 

  HOM Furniture

  4850 Golf Rd Eau Claire, WI 54701

• 

  HOM Furniture

  2601 S Louise Ave STE 200 Sioux Falls, SD 57106

• 

  HOM Furniture, Inc.

  415 4th St Sioux City, IA 51101

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  HOM Furniture

  9519 State Road 16 Onalaska, WI 54650

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:03/31/2023

  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.

  We purchased a mattress at HOM furniture and after a period of time realized that it was defective. We returned the mattress to HOM furniture within the warranty time period and tried very hard to find a new mattress that would work for us. Unfortunately none of the mattresses they had in their store at that time would work for us (we both have bad backs and are pretty particular with what we can sleep on), so we were forced to purchase a mattress elsewhere. At that time, the store only offered us a store credit. We assumed we would be able to use the money for something down the road, so we did not ask for any other options, nor did they offer any other options to us at that time. Unfortunately after that time we had no need for new furniture for our home and we have since moved out of state. We learned they do not ship to our new location (*******), so there is no way for us to use our store credit. We now have a credit of over $2000 that we have no way to use. I have tried speaking with various people at the company but nobody has been able to help us get a refund. At one point an employee told us that we could have received a refund when we first returned the mattress, but we were never informed of this option. Now they say it is too late to get a refund and the only option is to keep our money in store credit, which we are have no way to use. We would like the company to reassess our situation and are hoping they will do the right thing by refunding the money we have sitting in store credit.

  

  Business Response

  Date: 04/11/2023

  To Whom It May Concern:

   

  HOM Furniture facilitates the manufacture's warranty per the guidelines established by the vendor.  The warranty in place for this particular mattress states that if a vendor defect is found the consumer will receive full in store credit for the amount of the mattress.  The credit can then be used towards the purchase of another mattress or another piece of furniture.  Due to the consumer moving out of the HOM Furniture service area, they are not able to find replacement furniture using the in store credit provided.  As a goodwill gesture, HOM Furniture has agreed to refund 50% of the cost of the mattress and the remaining 50% will remain as in store credit.  The consumer agreed to this solution.

   

  HOM Furniture Customer Service

  Customer Answer

  Date: 04/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while it is not what we were hoping for, it is better than what they previously offered.

• Initial Complaint

  Date:03/03/2023

  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.

  We purchased a leather sofa set in ***** of 2020. We decided to buy it after being told the *** Guard protection plan covered scratches from pets or children. They also said it does not cover pet damage if the pet chews through the leather. We were ok with that. Now we noticed scratches on one end. Called to have a tech come out and repair it. He came out and said it had to be taken in to the shop to be repaired. I called *** to set something up and was told it was not covered and that they would refund our money for the extra warranty. They explained that damage from pets was not covered. I told them that when we decided to but it, it was because we were told specifically that pet scratches were covered. Her response was: "we are working with the the people on the floor not to exaggerate the coverage." WE were never given a copy of the warranty. I tried talking to the ******** Care supervisor and all she would say is we can refund you money that you paid for the warranty. We would like to either have it fixed or replaced.

  

  Business Response

  Date: 03/13/2023

  To Whom It May ********************************* receiving customer *****'s complaint regarding their sofa, HOM Furniture has attempted to contact the customer however at this time there has not been a response.  HOM will continue trying to make contact with the intention to reach an amicable solution.  

   

  HOM Furniture

  Customer Service

• Initial Complaint

  Date:02/02/2023

  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.

  We purchased the couch in October of 2022 I have a sales manager that keeps emailing me trying to sell me a floor model and they say the couch most likely now will not be available till July 2023 they lied at the time of purchase and have been very rude. ***** purchased and paid in full by ***********************

  

  Business Response

  Date: 02/06/2023

  Dear ******* with the BBB. Thank you for reaching out to us.Our Showroom Manager reached out to our customer ***************************** on Friday February 3rd and talked through her experience. We apologized for her feeling frustrated with her mothers sectional purchase. We were able to come to an agreement with her and her mother that both parties were happy with.********* mother is taking delivery of our floor modal sectional and was given a discount off the product. This delivery is currently scheduled for February 7th.She understands that the Console piece is still on backorder and currently scheduled to arrive sometime in June. We will update **************** and her mother should that date change. We appreciate both ******** and her mothers patience and time while we worked to resolve the issues at hand. 

• Initial Complaint

  Date:11/21/2022

  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.

  I have bought a mattress from Hom furniture that goes back to 2010. That was a defect so they gave me another 1 in 2013. That was a defect so I got another mattress in 2015. That was a defect so I got another mattress in 2018. That was a defect and now I'm getting another mattress. I want my money back. I don't want a store credit from them because I don't feel comfortable that their mattresses are adequate. And I think that they are actually using sub par materials. They're not having me get a refund. They want to give me a store credit and I don't want anything to do with them anymore. I will upload all the receipts when requested but I have to gather them all together. And they are fully aware of all of this going on.

  

  Business Response

  Date: 11/23/2022

  To whom it may concern:

   

  After reviewing the complaint by customer *******************************, ******************** has agreed to provide a full refund for the price of the mattress.  The customer is aware and is satisfied with this solution.

   

  Customer Answer

  Date: 11/25/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Although, in order to receive the refund they wanted me to agree to the condition to never buy furniture from them again. Seriously, seems a little ***** to me considering it was their mattresses were defective. 

• Initial Complaint

  Date:10/14/2022

  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.

  We ordered a ************** & paid a down payment of $1358.06, on September 5, 2021. We were told it would probably be Spring of 2022 before we received them. My wife called the sales person, who's also the manager, on January 26, 2022, & left a message for *********************, the sales person. She didn't return the call, so my wife called again April 2, 2022. ***** said it "was in line for production". I called again June 17, 2022, & spoke with ****, who said it would be ***** months, & that ***** had told my wife that. ***** never told my wife that. I tried to call ***** again on September 19, 2022, & left a message. Unsurprisingly, she never returned my call. It has now been 13 months & counting since we ordered the ************** Supply ************* excuses just aren't cutting it any longer.

  

  Business Response

  Date: 10/17/2022

  RE: BBB claim 18210941

  
  Dear ************

  
  Today myself and our District Manager ***************** contacted ***************************** and his wife *************************** about the frustrations they expressed in their letter to the BBB. We apologized for how frustrated they have felt and that we want to work with them to resolve this.

  
  We also let them know that the manufacturer has still not fully caught up with their production since Covid first hit. Early in the day we reached out to the manufacturer to find out their product is not due in until December, and relayed this information to our customer. We understand our customer has been waiting a very long time and sincerely appreciate their patience.

  
  We also apologized that they felt they were not given good communication on the progress of their order. Both *** and I said we would personally track their order and give them regular correspondence every few weeks to ensure they know the status of the furniture. They thanked us for calling them and for the information we were able to track down for them.

  
  If our customer has any more questions please feel free to reach out to myself or ******************

  
  Sincerely,
  *********************************
  Executive Assistant
  PH: ************

  Customer Answer

  Date: 10/18/2022

   Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. We don't think anything further can be done by HOM, but please know we're not happy at all about the delay in getting our furniture, or the poor communication by the salesperson.

• Initial Complaint

  Date:08/31/2022

  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 had purchased furniture to be delivered to our new home in Hackensack. I totally understand the issue of the delivery logistics only being able to schedule deliveries in our neck of the ***** every two weeks or so. The delivery guys were great...I even gave them a pretty good tip. The one issue they had was the hardware wasn't placed on the delivery truck for our king sized bed. The delivery man called and reported the missing hardware. **************** called the next day and apologized and said that they would have someone come up with the hardware and set it up but it wouldn't be until Tues 8/30. We called 8/30 as we hadn't heard from HOM to see when they were coming up. My wife was told that they would not be able to come up with the hardware and assemble the bed. They told her they'd have to mail the hardware and we would need to assemble it ourselves. Honestly, I wouldn't have had a problem with this had they told us this originally. The issue is, why were we not told this all along instead of stringing us out for another two weeks. And why did my wife need to call to be told this wasn't an option. We have basically been sleeping on the floor for a good month now. When my wife spoke with a customer service manager on 8/30, she had requested HOM to overnight the hardware. I called today to follow up on this and was told it wasn't going out until today, 8/31, and it would be 3-5 days. I am not even sure if I will get any directions on assembly...it's more than just your basic headboard. I asked the rep if I could speak to a manager, was put on hold....the same rep said she spoke to the manager and was told it was shipping today and it would take a few days. The customer service manager didn't have the time I guess to speak with me. Very poor way of doing business. Which they will have none of mine in the future.

  

  Business Response

  Date: 09/06/2022

  To whom it may concern,

   

  We thank our customer, *******************, for reaching out to us with their concerns. We contacted them on 9/3 and offered to send a delivery team to complete the assembly of the furniture that was ordered.  We have also offered $200 back to the original form of payment as compenstion for the inconvience that was expierenced. The customer was accepting of this option, and we have scheduled the delivery team to come out on 9/6. We thank our customer for allowing us the opportunity to come to a resolution with them on this matter. 

   

  Customer Answer

  Date: 09/07/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.