ComplaintsforHomary

Furniture Stores

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Initial Complaint
10/21/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a $1000 piece of furniture from them that arrived damaged. I emailed them, as it said to do on their web site. They keep asking for more and more information and will not take the item back. It is in bad shape - completely damaged. I have not even removed it from the box.
Business response
10/22/2024
Dear ***,
I hope this email finds you well.
Our sincerest apologies for the inconvenience we have caused you and I am doing my best to resolve your issue with immediate effect.
I am sorry to hear that the TV stand arrived damaged. Don't worry. To resolve the issue, we can send you a brand new TV stand which will be delivered around a week. But if you don't want to get replacement, we will return the defective TV stand and issue full refund to you.
Thank you for your understanding and patience.
Sincerely,
Jerry Frau
Customer service manager, **********************
Email: ************************************************************
Customer response
10/23/2024
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, so far. We have not yet received the replacement.
Initial Complaint
10/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
USA2410130418433052443 I paid ****** for this Mular desk and still didnt receive a refund even when I asked the order to be cancelled I was told since the order is over 800$ this needs to be escalated for a refund Id like refund back to original payment method and order to be cancelled
Business response
10/14/2024
Dear Ral,
I hope this email finds you well.
Our sincerest apologies for the inconvenience we have caused you and I am doing my best to resolve your issue with immediate effect.
We've canceled your order USA2410130418433052443 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,
Jerry Frau
Customer Service Manager, **********************
Email: ************************************************************
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered on September 13, 2024 a Gerometic wall art from Homary. Upon receiving the item it was damaged. I contacted Homary to let them know that I received the item damaged. Homary told me in order to get a refund I have to send the item in the original box and take pictures in order for me to get a return sticker. I took pictures and sent the pictures to Homary. Homary emailed me the return sticker once I did all that. I then mailed the item via ****** I also took pictures of the ***** employee holding the box and the receipt per Homary's request. I sent all pictures and receipt by email to Homary. I received a email from Homary that once they received the item they will inspect and issue a refund. As of this date I have not received my refund. Every time I have contacted Homary it's always been a different excuse about my refund. Homary has told me my refund has been It's been credited to my account and I need to wait for bank to clear it or it's being processed. Upon checking with my bank, no refund has been received. I did everything that was asked of me from Homary and I still have not received my refund.
Business response
10/03/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
We have refunded your money in full. The bank is currently processing it. It will take about 5-7 days to process. You may have ignored it. Please wait patiently for a few days. We apologize for the misunderstanding caused during this return process. If you have not received it by then, please contact us in time.

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

**** *******
Account Manager
Email: ************************************************************
Tel: *************** (toll-free within the **)
Customer response
10/03/2024
I am rejecting this response because: Homary previously told me the same thing but did not reply a date it was given to me. I checked with my bank anyway for the refund and no refund was issue per my bank. Homary needs to provide an actual date the refund was issued.

Business response
10/04/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.

Your funds have all been submitted to the bank for refund processing. We have previously informed you that it will take 5-7 days to arrive in your account. If you have not received it by the 10th, you can contact us again. The bank also needs a few days to process, so we informed you that it will take 5-7 days today. You just need to wait patiently.
Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

**** *******
Account Manager
Email: ************************************************************
Tel: *************** (toll-free within the **)
Customer response
10/08/2024
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.
Initial Complaint
09/25/2024
Complaint Type:
Product Issues
Status:
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.
My product is defective and they will not allow a return. The companies return policy is misleading. The business uses deceptive tactics to take advantage of customers.
Business response
09/25/2024
Dear ****,
I hope this email finds you well.
Our sincerest apologies for the inconvenience we have caused you and I am doing my best to resolve your issue with immediate effect.
I have double checked with manufacturer regarding the issue. The color of the table is affected by the color of the wood grain, but the wood grain is random during production, which is unavoidable. Don't worry. We can process return of this dining table. But considering return takes time and causes inconvenience, I wonder if you would accept other better option? If you choose to keep the table, I will offer you a 50% refund. As the table is still usable, I believe it's worth it with a such good discount. Please let me know if you would accept the offer to keep the table, or you just want to continue with return.
Thank you for your understanding and patience.
Sincerely,
Jerry Frau
Customer service manager, **********************
Email: ************************************************************
Customer response
09/27/2024
I am rejecting this response because:

The item is defective.
Business response
10/01/2024
Dear ****,
I hope this email finds you well.
Our sincerest apologies for the inconvenience we have caused you and I am doing my best to resolve your issue with immediate effect.
As agreed, we will offer you a 60% refund to keep the dining table. We have issued the 50% refund($290.93) to your card and you should have received it. For the another 10% refund, we will process it after you send us the photos showing the defects of the dining table.
Thank you for your understanding and patience.
Sincerely,
Jerry Frau
Customer service manager, **********************
Email: ************************************************************
Initial Complaint
09/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a TV Stand from Homary for $646 on 9/12/24. The package arrived with holes and dents. When putting the item together, I noticed a dent on one of the pieces. Also, the drawers of the stand did not match the pictures on the website. The advertised drawers had a natural wood color, while the ones I received were painted white. The dimensions of the drawers were also not the same as what was advertised on the product page.I contacted the company about my concerns and to request a return. After a week of back and forth, sending many more details and pictures, they ignored my request for a return and instead offered to send a replacement for the dented piece and a 10% discount. My issues with the drawers was waved off as merely being a difference in lighting, though the drawers are clearly painted.I am requesting a return and refund, but have they have not responded to this request, instead offering alternative solutions that do not adequately solve my issues with the product.
Business response
09/23/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
We are working on your case and we apologize for the inconvenience. We have already replied by email and called you to provide further solutions. Please check back in time.

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

**** *******
Account Manager
Email: ************************************************************
Tel: *************** (toll-free within the **)
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently contacted Homary regarding the purchase of replacement parts for one of their toilet products and they claimed that without an order number, name of the purchaser and home location they could not sell me the parts. My wife and I are new owners of this home and we do not have the full history of previous owners, therefore we cannot provide the information to Homary. The fact that they want all of this information just for placing an order for replacement parts, I find to be ridiculous and unnecessary. Because of the way Homary is conducting their business and refusing to sell replacement parts, I will not purchase or advocate purchasing from Homary.
Business response
09/11/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.

Since Homary does not have a separate parts sales service, we do not provide parts separately, and Homary's after-sales service is only provided to the corresponding order holder. Since you cannot provide the order information, we cannot locate your order, so we cannot apply for after-sales service from the manufacturer. Do you have the original owner's phone number, waybill number or purchase time? We can try to locate the corresponding order for you. I hope you can understand. We have also replied to your email at the same time. Please be aware of this.
Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

**** *******
Account Manager
Email: ************************************************************
Tel: *************** (toll-free within the **)
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased a bidet (toilet) from this company not even a year has passed and we are having issues with this appliance but when we called or attempted to contact manufacturer to ask about the issue we could not get anyone to help us..
Business response
09/03/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
We checked the communication records, but it seems that you have not contacted homary, and there is no corresponding email communication record. If there is any problem with the product, you can send us an email, call us or consult online. At present, we have contacted you by email and telephone to confirm the corresponding problem.

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

***********************
Account Manager
Email: **********************************
Tel: *************** (toll-free within the **)
Customer response
09/04/2024
I am rejecting this response because:

I still. Have not gotten a good resolution, my toilet has been giving trouble since the date I purchased it. I have sent many emails and have went back and forth and still no replacement of service for the malfunctions. I need my toilet working asap, I cannot live without it flushing.
Business response
09/06/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
We have now contacted the manufacturer to confirm the flushing problem of your product, and have sent the corresponding inspection instructions to your email, but you do not seem to have responded, and we noticed that your product purchase time is 2023-02-24 04:07:17. In addition, please check whether you have received our email and whether it is in the spam folder, and reply to us in time with the latest situation;If you have any questions, please call our customer service immediately

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

***********************
Account Manager
Email: **********************************
Tel: *************** (toll-free within the **)
Customer response
09/11/2024
I am rejecting this response because: I still have not been made whole. I had to pay additional fees of $70, to get a part that might not fix the problem. It is going to take 4 to 6 weeks for me to receive the replacement part. A $900 toilet should work longer than 1 year. Their site states 3 year warranty, but that warranty is a lie. The important parts are only covered for 1 year. I tried to get my money back after a few months be they sent me a replacement seat instead of giving me my money back. I want better customer service. I have been without a toilet for 2 weeks now.
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a chair from Homary. It arrived damaged. I contacted the company to see if I could get a replacement. Took them over a week to decide to send me a replacement chair. The replacement took another week and a half to come. When that came that chair legs was also damaged. I immediately called the company and asked to ship the chair back for a refund. They asked me for pictures which I sent via email. They told me it would take several days for them to review the picture and then decide if they would refund my money. The company has a refund policy of 30 days. Im still within my 30 days and they are refusing to let me ship the chair back for a refund. Absolutely horrible company. I will never purchase anything from them again
Business response
08/26/2024

Dear *****,
I hope this email finds you well.
Our sincerest apologies for the inconvenience we have caused you and I am doing my best to resolve your issue with immediate effect.
As the chair you receive is defective, we have sent you the replacement chair. Unfortunately the second chair is defective as well. To resolve the issue, we will issue a full refund per your request and the refund will be issued to your original payment method within next 5-7 days.
Thank you for your understanding and patience.
Sincerely,
Jerry Frau
Customer service manager, **********************
Email: **********************************
Customer response
08/30/2024
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.
Initial Complaint
08/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a sit/stand desk from Homary, for over $1,000. Once assembled, the desk immediately broke in two places, along with being extremely poor quality. As this desk was meant for an executive at a university, the quality needed to be stronger and longer lasting. We did not have faith the desk itself would last more than a month or so with constant use. I reached out to Homary regarding this issue. At their request, I sent multiple pictures of the damaged pieces. Their resolution was to offer a replacement of the pieces, which would take MONTHS to arrive. As this desk is for a higher level executive, they could not go without a desk for that long. They also offered a full replacement and 20% refund, with the shipping time being 1-2 weeks. Neither of this was satisfactory as the product itself was extremely poor quality (not as advertised, and certainly not for a desk over $1,000). When asked if we could return the product for a refund, they denied the request, stating that they cannot issue refunds unless the item is in box. However, how would we have known the quality was poor unless the item was taken out and assembled? We have been extremely disappointed in their customer service. We have all the original pieces and original hardware for the desk and are willing to ship everything back, unused. For such a highly priced item, I would expect much better quality and much better service from the company.
Business response
08/13/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
As we communicated, we have arranged to resend the parts to you and refund 50%, but you need to confirm the resend parts before we can arrange it, otherwise it may cause missed delivery and waste your precious time. In order to save your time, please confirm the parts that need to be resent, and we will arrange it as soon as possible after receiving them. Please be informed

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

***********************
Account Manager
Email: **********************************
Tel: *************** (toll-free within the **)
Initial Complaint
05/27/2024
Complaint Type:
Product Issues
Status:
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.
Complaint Regarding Poor Quality and *************************** from ********************** Dear ************************ am writing to formally complain against Homary for their poor product quality and inadequate customer service. I purchased a $1,000 table from Homary which, upon assembly, proved to be very poor quality. The table's leaf consistently falls from the sides, making it unsuitable for my family's needs. The poor quality was only apparent after assembly.As a mother of five kids, I require a sturdy wooden table that can withstand daily use and does not have a leaf. I requested an exchange within the 30-day refund window. Despite my request, Homary's customer service only offered a 20% refund, which is unreasonable for such an expensive and faulty product. Here is the email I sent to Homary outlining my concerns:---Subject: Urgent Request for Product Exchange - Order Dear Homary Customer Service,I hope this message finds you well. I am writing to request an exchange for the table I ordered, as it does not meet the necessary strength and functionality for my family's needs. The table's leaf consistently falls from the sides and does not stay in place, which poses a significant issue for us. With a large family of five kids, we require a sturdy wooden table that does not have a leaf and can withstand daily use.I appreciate the videos shared to attempt to resolve the issue, but unfortunately, they have not addressed our concerns. For us, the only acceptable resolution is to exchange this table for a stronger, more suitable one. I have requested this exchange within the 30-day period and would like to see it resolved as quickly as possible.-Given Homary's refusal to provide an adequate resolution, I am left with no choice but to file this complaint. I expect a full refund or an exchange for a more durable table. I hope the Better Business Bureau can assist in resolving this matter.Thank you for your attention.Sincerely,***********************
Business response
05/27/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
I just called you back. The communication was suddenly interrupted due to signal problems. I couldn't get through when I called you later. I just got through again. As we communicated on the phone, if we confirm that there are problems or quality problems with our products, We can provide you with a reissue. The application is currently being processed. It will take about 1-3 days. Please be patient and wait for our notification. Thank you!
Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

***********************
Account Manager
Email: **********************************
Tel: *************** (toll-free within the **)
Customer response
05/28/2024
I am rejecting this response because:

**Subject: Issue Not Resolved: Replacement Table Agreement**

Dear Better Business Bureau,

I am writing to inform you that the issue with Homary has not been resolved.

During a recent conversation with **** from Homary, we agreed that a replacement table would be sent to me. I provided the exact specifications for the replacement, including the color, length, and product number, to ensure it meets my needs. Here are the details of the selected product:

**Product Link:** [Tintica 70.9" Japandi Whitewash Dining Table](****************************************************************************************************************************************)
**SKU:** H8866233-13692907
**Color:** Whitewash
**Length:** 70.9L x 31.5W x 29.5H

However, on 5/28/2024, **** changed the resolution from a full exchange to a 65% refund, which is about $673. This sudden and drastic change is unacceptable and does not resolve the issue.

Here is the email from **** for reference:

---

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.

In your case, if we want to exchange the product, we must confirm that the product cannot be repaired and used before we can exchange it. Since the photos and videos you provided cannot be confirmed, I will provide you with a simple method. Based on the customer service experience, I will provide you with a 65% refund, which is about 673 US dollars. You can go to the website to get the coupon. In addition, you dont need to return the old table. In this way, you will have two tables. Because it is indeed impossible to give such a high-value exchange product if it is confirmed that the item cannot be used. If you receive an email from me and need me to call you, you can reply to the email or contact us again;

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,
***********************
Account Manager

---

**** also requested that I withdraw my Better Business Bureau complaint. I want to make it clear that I will not withdraw my complaint until I receive proof that this issue is fully resolved. Proof, in this case, means receiving a confirmation from Homary showing that my replacement table has been ordered and is being processed for delivery.

Thank you for your attention to this matter.

Best regards,

***********************
Business response
05/30/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
Regarding your order, we have agreed to give you the table you need to replace at the same cost without no extra payment, which means you don't need to pay extra. This is a big discount. If you confirm, we will provide you with the corresponding refund; Of course, we will also meet your requirements in accordance with the requirements of the return policy, thank you.

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

***********************
Account Manager
Email: **********************************
Tel: *************** (toll-free within the **)
Customer response
05/30/2024
I am rejecting this response because:

Subject: Update on Complaint Against Homary - Steps Toward Resolution

Dear Better Business Bureau,

I am writing to provide an update on my ongoing issue with Homary regarding the defective table I purchased.

Homary has proposed a refund of $899, which matches the cost of the replacement table. However, my original payment was made using two methods: $587.95 on my personal debit card and the balance through Klarna. This makes the refund process more complex and likely lengthy.

I want to clarify that while we are taking steps toward a resolution, the issue is still not fully resolved. The Better Business Bureau complaint will remain open until:

1.All refunded money is returned to my US bank account and Klarna.
2.A new order is placed for the replacement table.
3.The new replacement table is delivered.

I appreciate your continued attention to this matter as we work towards a satisfactory resolution.

Thank you.

Best regards,

***********************

Business response
06/04/2024

Dear Customer,

Hope this email finds you well. This is ****, here to assist you.
We have submitted a refund of 899USD. Please wait for the refund. It will take 3-5 days for the bank to process it. You can place a new order after receiving the refund. You can keep the previous products. If you have any questions, please contact us directly. We are deeply sorry for the inconvenience caused to you.

Please know that we are readily available to provide any additional support you may require. You can reach us at your convenience via email, phone call, or live chat. We are dedicated to serving you and ensuring your satisfaction.

Best Regards,

***********************
Account Manager
Email: **********************************
Tel: *************** (toll-free within the **)
Customer response
06/04/2024
I am rejecting this response because:

Subject: Update on Unresolved Issue with Homary
Dear Better Business Bureau,
I am writing to provide an update on my ongoing issue with Homary. I have received an email notification from Homary stating that a refund of $899 has been initiated. (See attached image) However, as of now, no money has been credited back to my US bank account.
The steps required for a complete resolution include:
1. The refund of $899 must be fully processed and credited back to my US bank account and Klarna.
2. Once the refund is confirmed, I will place an order for a replacement table.
3. The replacement table must be delivered to my home.
Once the refund is processed and the money is back in my account, I can move forward with the next two steps, bringing us closer to a resolution. I appreciate the assistance of the Better Business Bureau in this matter and will keep you updated on any further developments.
Thank you for your continued support.
Best regards,

***********************

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