Complaints

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

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  Home Central

  151 Central Ave Owego, NY 13827-1334

• 

  Home Central

  7 Rich St Candor, NY 13743-1519

• 

  Home Central

  199 Stage Rd Vestal, NY 13850-1619

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:11/08/2024

  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.

  On 9/27/24 I ordered Box Newel Stair Part from Home Central in Owego, NY. I paid by check and by credit card. Final payment was provided on 10/7/24. While attempting installation, I realized that the newel was oversized. On 11/5/24 I immediately called Jason F****, sales person, regarding the return. He stated he would be contacting the vendor to check on return and shipping cost to return the items. Mr. F**** failed to get back to me in a timely manner so I went in person to discuss the issue further. At that time, they agreed to return the items less shipping cost. The interaction became hostile after I demanded my money back and the police were involved. They have since stated they will not accept the return and refund my money. I was given a trespass notice not to return to their stores. The merchandise remains with me, in excellent condition as I received it. There is no stated return policy but it is within 30 days of purchase, I am entitled to a refund.

  Business Response

  Date: 11/27/2024

  On 9/27/24 a sales order was created for **** ******** to purchase special order stair parts. The order, including the posts in question, were specified and requested by the customer.As with any special-order product being ordered for a customer, we require a deposit in advance of ordering the materials, as they are generally not returnable. The customer received his order, and the balance of the order was paid on 10/5/24. On or around 11/7/24, the customer reached out to our salesperson, informing him that the posts were too big to work for his needs. Although the posts were specified and requested by the customer and are special order (typically not returnable) our salesman reached out to the vendor to see what could be done on the customer's behalf. The Vendor was willing to exchange the posts for the smaller size, free of any charges or restock fees. Our salesperson informed the customer of this solution, however the customer decided that he was going to buy the smaller posts elsewhere but still wanted a refund for the original posts.After reaching out to the vendor again, the vendor agreed to accept the posts back, but required that the customer needed to pay for the shipping since they were not buying the smaller posts from them. Our salesperson at this time was waiting on the vendor to reply with the freight cost in order to relay the information to the customer. Our salesperson informed the customer that once we had the freight cost from the vendor, we could issue him a refund. Once our salesperson informed the customer of this, and the customer became upset and demanded an immediate full refund. The customer then decided to drive to the store in person to demand his money back. Once again, our salesperson told the customer that we were waiting on the shipping cost, and couldn't issue a refund immediately.At that point things escalated quickly. The customer began yelling, cussing, and berating my salespeople. Once I was involved, attempting to de-escalate the situation, the customer attempted to physically intimidate me. It was at this point that the customer was asked to leave. Unfortunately, things continued on to the point where I had to have the police trespass him from the property in order to ensure that no actual physical violence took place.In short, Home Central accepts no responsibility for the special-order posts being incorrect in size, as they were specifically requested by the customer. Home Central made reasonable attempts to remedy the situation for the customer. The customer refused the proposed remedies. Home Central had a responsibility to trespass the customer to ensure the safety of its staff. The customer is still in possession of the products that he paid for, and it is the standpoint of Home Central that, given how things unfolded, it is unreasonable to expect any refund at this point. 

• Initial Complaint

  Date:05/29/2023

  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.

  I currently have $350 worth of **** ***** gift cards, purchased from this business FOR this business at Christmas 2022. Original amount was for $400 (divided by two cards). I used one card successfully at this store around March of 2023.
  Now in May of 2023, I attempted to use one card again and it did not work. They claim they have a new software system that does not read these gift cards, and are shifting away from being a **** ***** store, so they cannot honor the gift cards. They still have **** ***** advertised prominently on their building, and their shirts all say **** *****. If they are still associated with the **** ***** brand, I feel like they should be honoring the gift cards one way or another. My wife went during the week to talk to the manager, he said they can't do anything to help and suggested we go to a different **** ***** store, which is very inconvenient for us.

  Business Response

  Date: 05/30/2023

  Hello,   Home Central is a member of **** *****, and as of right now we have no plans to leave **** *****. Therefore we are authorized to advertise and use **** ***** imagery and logos.   The **** ***** gift card program is an optional program through **** ***** and **** ***** branded retailers have the choice to participate in or not participate in said program. Home Central has historically participated in this program until recently. We have been going through a lengthy process of moving from our old legacy ERP system to a more modern, ecommerce focused, ERP system. Unfortunately, this new system does not integrate as well with **** *****'s older systems, and has required changes that do not allow us to continue participating in the **** ***** gift card program at this time. We are trying to work with **** ***** in hopefully modernizing their software to work with ours, but have no idea when or if that will happen. We also stopped sale of **** ***** gift cards open realization that we would not be able to redeem cards **** ***** gift cards when we switched.   Also, the way that the **** ***** gift card program works, leaves us with no record on our end of gift card numbers or *****s, and no known way to check them. **** ***** also takes the money out of our bank account for cards that are purchased and returns money to us when redeemed, leaving **** ***** in control of all gift card knowledge and money involved. As we have no way to participate in this program at this time, we referred the customer to 2 other seperate **** *****s in order to make use of their **** ***** gift cards.    We apologize to the customer for the inconvenience, and hope they understand it is an inconvenience for us as well as we would have liked to help them further. Samuel R*******Office Manager Home Central

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I am dissatisfied that there is no way to reach the desired resolution, I think I understand the situation and will accept the response. I appreciate Samuel's promptness and that he took the time to adequately explain it to me.
  
  Regards,
  ***** *****