ComplaintsforHomerooms Furniture & Mattress

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased $20,000 worth of furniture on 3/18/2023. We were told by ***** that our items would arrive in 4-6 weeks. We are still waiting on several items. We paid for delivery even though we spent $20,000. The last of our items is set to arrive at the end of june. In order to not have to pay additional delivery we would have to wait for ALL items until the last item arrives at the store. Otherwise we have to pay each time we want. I have called the store numerous times to speak to a manager. The manager will never take my calls or return my call as promised. Once, I called and a District Manager answered the phone. She never identified herself as a District manager until much later in the phone conversation. When I asked why she didn't disclose that since I was clearly asking to speak to a manager she stated "I don't answer to you. Why would I disclose to everyone that calls that I'm a district manager". We cannot get a straight answer and are always directed to to our salesperson, *****, who lied to us from the beginning. I called today wanting to cancel the protection plans and received 3 different reasons why I cannot. 1st - the majority of the items have been delivered (that is wrong only bedroom stuff); 2nd - Unfortunately I cannot give you even a partial refund on the table and chairs (with no explanation on why); 3rd - I cannot give you a refund because we have received the sectional at the store or warehouse so therefore we cannot cancel. We do not want the protection plan. We will not be following up with any services at this store. We have been treated so poorly. Once they received our paid in full $20,000 we are at their mercy since we cannot cancel anything. I want to cancel the protection plan. I really wanted to cancel all items and buy from someone else. I feel we have been unfairly targeted. Our sectional arrived at the store last week but no one called to let us know it was in. I had to call. No one bothered to let us know

  Business response

  06/17/2023

  Hello, I am very sorry that it took a bit longer than expected for your dining tale and chairs to come in. There were several vendors that you had selected from and there was no way to know initially that there would be a vendor delay. We offered you the option to wait for all of it to be delivered together or take the larger part of the order that was in and to pick up the remainder or yes there would be another delivery fee. Warranties are non refundable, however you will get a store credit in the amount after the 4 year period if you have not made any claims against it.

  The merchandise was special ordered especially for you, the sales are final. You signed that you agreed to this at the time of sale. Please reach out to the store to schedule either a pick up or delivery of your merchandise.

  I apologize if you were not contacted by one of the managers previously, that has been addressed.

  Customer response

  06/20/2023

   I am rejecting this response because:  At this point I am requesting to cancel the protection plan and was lied to about why I cannot cancel.  We were improperly informed about pretty much everything regarding the timeline.  Everyone at the business is extremely rude when they answer the phones.  The District Manager even tried to disguise herself as someone else.  We do not wish to do any further business and therefore need to cancel protection plan.  I was given three different reasons that I couldn't cancel and all sounded made up.  As if she was doing it to me only.  Not a policy.
  
  
  

  Business response

  06/30/2023

  I am very sorry for the confusion. The warranty plans are non-refundable. This is noted in the warranty terms that was provided at the time of your sale. If you never have a claim against the warranty, the store will give you an instore credit for the amount paid for the warranty plan once it expires 4yrs after your delivery date. Please email ********************************** for a copy of the terms if you like.

  Customer response

  07/03/2023

   I am rejecting this response because:  we were never informed of this.  We have been treated very poorly by the company.  Very very poorly.  We do not wish to do any future business with them ever.  We want our money back.  We will not be using it or the store credit.  They have treated us very bad.  From the top management to store employees.
  
  
  

  Business response

  07/06/2023

  I apologize again for any confusion.

  These items are custom orders being manufactured for you by 3 different vendors. It was very unlikely they would all arrive at the same time from different places. Dates are tentative and are only estimates. There are times when furniture comes in sooner than projected.

  You were given the option to have a partial delivery of what came in first and pick up the rest or pay a second delivery fee, or wait until all was in and have the entire order delivered at one time.

  Our terms and conditions (that you signed and agreed to) state that all sales are final and there are no returns, refunds, exchanges or cancellations after the sale.

  The warranty plan is non refundable and as well as any part of the order as stated in the terms and conditions of the sale. The warranty company is separate and if you have warrantable issues you would not be calling us for assistance.

  Please review the terms and conditions of your sale.

   

   

   

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2022 I ordered two powered reclining loveseats, a powered head power recliner chair and a half as well as a chair and a half with a matching ottoman. I was able to select my fabric choice based off the samples that the salesman gave me. I understood this would take several months for it to be delivered. On July 22nd 2022 the furniture arrived to my house. When the guys were bringing the furniture in they slid it across my front room floor scratching it in the process. We all heard the noise from that, the guys then tipped the furniture over and began digging gravel out of the feet and the frame. They then assured me they would take pictures and notate the scratch. They began to tip the furniture up right, that's when I noticed that the stitching was off. When I sat on the loveseat my feet were 6 in from the ground. At the store on the floor model I was able to touch the floor with my feet as I normally can. I mentioned this to the delivery guys and they told me that there was nothing they could do, that I would have to contact the store directly. I called the very next day, I spoke to the salesman I've spoken to two different managers as well as a customer service manager, all without resolution. My husband and I are both in our 70's and I really feel like I'm being taken advantage of. I have kept records of our communication through texts and emails. I also have every one's name that I've dealt with. At one point I went to the store and again sat on the floor model which was not what I received. I even offered to exchange the set I got for the floor model and they told me no. My friend was at the store the very next day and the model was gone. At this point I don't know what to do. We are on a fixed income and have been saving for this. I am so unhappy.

  Business response

  04/07/2023

  I am sorry about the issues you have had.  If the stitching is coming undone we can get that taken care of for you.  On exchanging the furniture since it was a special order we can not exchange due to it was a special order.  We can take care

  of any service issues with the stitching.  Can you please email us a picture of stitching to ***************** so we can get that taken care of for you.

   

  Thank you 

  **********;

   

  **** Klopfenstein Furniture

   

   

  Customer response

  04/07/2023

   I am rejecting this response because:
  The stitching is not the baseball stitching, that's one of the issues. It's not coming apart. It's just the wrong stitching. The salesman pointed out that the set had baseball stitching which was a selling point. The set I received is not the same set I ordered based on the floor model. I can't even touch the floor. My feet are 6" off the floor on the set I received. I was able to touch the floor on the floor model. It is not the same.  Also, the delivery guys scratched my floor and that needs repaired. They assured me they would let you know as well as provide pictures they took. They dug gravel out of the feet and frame.  I was never informed that this was a special order. The salesman offered me a selection of fabric, I picked the one I wanted. There was no extra charge and no mention of it being a special order. The furniture was also damaged when I received it, the wooden frame was cracked , which they stapled and glued and the reclining steel mechanism had to be replaced on both sides of one love seat. I received this broken. I notified the salesman and 2 store managers as well as a customer service manager and this still hasn't been resolved. I have every ones name, our texts/emails since the day I received this. I've sent pictures to them since the beginning and will gladly send them to you.
  
  

  Business response

  04/10/2023

  If you can email us pictures to ***************** of items our service department has not got taken care of.  You state that we have changed both the mechanisms on one loveseats, are you still having issues on the mechanism?  Can you also email me a copy of your invoice, and a picture of the manufactures tags on your furniture.

  Thank you 

  *****

   

  Customer response

  04/12/2023

   I am rejecting this response because:The set I ordered and paid for had the baseball stitching and I could touch the floor with my feet. The set I received does not have the baseball stitching, I cannot touch the floor and the frame was broken. The delivery guys scratched my floor and that was not addressed. I would liked to have gotten the set I ordered with the baseball stitching as ************* ***** pointed out and sold to me. They insisted on having someone come out to repair the frame and replace the mechanisms but that doesn't matter as it's not the same set as the floor model I ordered. I have told them this several times. The set I received is not the set I ordered. 
  I have attached the maximum of 5 pictures but can send more if needed. 
  
  
  

  Business response

  04/15/2023

  I am sorry that you have had these issues, and thank you for sending a copy of your invoice.  I could not find anything in our system, and that is why I needed a copy of your invoice.  You did not purchase this from **** Klopfenstein Furniture and Flooring, and that is why we could not find your invoice.  You will need to submit your claim with the correct company and from your invoice that is Klopfenstein *********, and the invoice shows they are located on *******. **** Klopfenstein Furniture and Flooring has a location ** *** *******, and in *************** at ******************************  Again I am sorry that you are having issues, but you having contacted the incorrect business.  You will have to submit your claim with the Business that you purchased it from. 

  Thank you 

  *****

  **** Klopfenstein Furniture and Flooring

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

  *** IN 46765

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

   

   

  Business response

  04/28/2023

  The customer sent measurements and they were the same as the floor model. We advised the customer that we could do custom work at a charge and add fill to the backs to help bring her forward and her feet closer to the floor and had not heard back until now. As stated in the terms and conditions of the sale All Sales are Final and there are no refunds, returns or exchanges.

   

  Customer response

  04/30/2023

   I am rejecting this response because:
  Your company was notified the next business day after receiving it. I did not even want to accept the items as they were not what I ordered. I was forced to. You were also notified by your delivery company.  The measurements are not the same. The furniture I received is larger  than the furniture ordered. I was able to sit back and touch the floor on the floor sample without extra filling. I should not have to pay to modify a product you sold to have it match what I received. It's false advertising.  It also has different stitching than the set ordered. I also want to mention that the love seats were broke when I received them and a repair guy came out to fix it.  My floor is still scratched from your delivery company sliding it across my floor with gravel in it. This has all been brought to your attention via in store communication, phone conversations, emails and photos all to no avail. I have copies of everything and the names of everyone I have dealt with. I have been trying to resolve this since I received the furniture. I feel taken advantage of. 

  
  

  Business response

  05/06/2023

  We are very sorry that you are not happy with your purchase. The items you received from the item number to the color and fabrics samples chosen are what you requested. The fabric on the showroom model which had double stitching was not the fabric or color that you chose. The color sample you chose from has single stitching. Because All sales are Final we cannot take back the furniture but if you would like ** to add the fill to the backs we will do so as a courtesy to make the sofa more comfortable for you. There were brand new parts replaced and all issues were addressed and signed for by you last year. Please let us know if you would like for ** to schedule a technician out to your home to add the additional poly-fill to the backs of your loveseats as a courtesy.

  Customer response

  05/14/2023

   I am rejecting this response because: My purchase was based off of a floor model, that I was able to sit in comfortably with my back against the back and my feet touching the floor. The salesman showed me the fabric swatches which I then selected my desired color. He pointed out the baseball stitching. I was never made aware that the color/fabric I selected came with anything other than what I was shown. Again, I could sit back with my feet touching and cannot do so on the items I received. Selecting my choice of color and fabric should not mean getting a different sized loveseat. Although the furniture was repaired, I did pay for a new, unbroken set. My floor has still not been repaired from the scratch that was made while being delivered. Just out of curiosity, did the floor model from the loveseats I purchased have extra fill in it as you are suggesting for me to have in the set I purchased? I just don't understand how this is a solution as it's still not the same size as the floor model. I just want what I ordered in the size I ordered it. 
  
  
  

  Business response

  05/18/2023

  We are very sorry that you are not happy with your purchase. The items you received from the item number to the color and fabrics samples chosen are what you requested. The fabric on the showroom model which had double stitching was not the fabric or color that you chose. The color sample you chose from has single stitching and is not available in double stitching.

  The photos that you sent measuring the loveseats were the same as the measurements of the pieces in the showroom. Because All sales are Final we cannot take back the furniture as noted on the sales invoice that you signed and agreed to at the time of purchase.

  We would like ** to add the fill to the backs we will do so as a courtesy to make the sofa more comfortable for you.  Please let us know if you would like for ** to schedule a technician out to your home to add the additional poly-fill to the backs of your loveseats as a courtesy. When you made the initial purchase the delivery options form states that we are not responsible for any scuff, scratches dents to doors walls or any other property damage.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was unethically sold a $6k couch- was told the couch could come with firm cushions. Supposedly the brand only has one level of firmness (extremely soft/ no structure). I was also told this fabric is performance, it's far from. Ive called a number of times to get this resolved, but keep getting passed around without any answers. It's been 6 months, no one is replying to me I was verbally told from the manager he'd call back by end of day on 12/12- I haven't gotten any comms back: no calls, no texts, no email responses after multiple reaches.

  Business response

  02/02/2023

  We have reached out to the vendor and have been advised that the manufacturer for your furniture only has 1 type of feel of cushion for the style you selected which is plush. From the photos that you have submitted I show that what you received is the same look as what you saw and purchased from our floor only you have selected a different fabric. The slight pilling that you are experiencing is not a defect and is normal. With the use of a fabric ****** periodically the loose fibers will stop.  

  Customer response

  05/01/2023

   I am rejecting this response because:
  
  

  Hi there! Upon receiving the Business' response, I am unsatisfied with the resolution of this claim and ask for it to be reopened. I am unsatisfied because they did not address the actual problem, which was that I was unethically sold a couch. The salesperson **************************** stated that this couch DID come with a firm open. I later found out that was incorrect. He also stated this was a performance material that could be washed in the machine, again I learned this was incorrect. 

   

  Thank you in advance for your help! 

  Business response

  05/06/2023

  We apologize for any misunderstanding. The style that you purchased only comes with one type of cushion as shown. *****************" the manufacturers description for the style sofa is as follows:

  "Super plush seating and ample loose back pillows, fit for anyone craving maximum coziness." These cushions have a premium down blend combined with resilient foam for lasting comfort.

  As far as the fabric there are many types of fabrics from which to choose. The salesperson states that he did not say the cushions would come in any other firmness other than what was available or the the fabric selected by you was a special performance fabric.

  Pilling is a normal occurrence in many loose weave fabrics. Loose fibers work through the weave periodically and when laying or sitting on the furniture they roll up and become pills. Manufacturers do not consider this a defect and do not warranty this but suggest the use of a fabric ****** periodically until they stop working to the surface.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a table and chairs pd for the best delivery service. There is a slice of wood off table they would not replace they colored with a putty marker. Who would pay ******* for a table colored with a marker. I have spent over ******* on furniture at this store.

  Business response

  02/28/2023

  Good afternoon, I am very sorry that there was a chip at the bottom of your table upon delivery. We scheduled a technician to your home to correct the issue. Touch up stain and paint as well as epoxy are commonly used in the furniture industry to correct issues such as this. The manufacturers will not ship an entire piece of furniture which is why we have the *************** technicians to take care of this. If you have further issues please reach back out to the service department.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased furniture on 10/28/22. It came without clamps on one of pieces of the sectional. They are refusing to make repairs without ** paying a fee $129.00 to have a tech come to us or we'll have to bring in the piece to them.. mind you to furniture was delivered to our door. The cushions are breaking already down after 6 weeks. You can see imprints. It's not in use all day long. *** the salesman said the furniture would last us for at least 10 years. We took out a warranty and they said it doesn't cover this issue. Please check into. They said we can return the furniture but will have to pay a 30-50% restocking fee. We reached out to them about the clamps same day. We to return the sectional for a full refund. *** and ***********************.

  Business response

  03/01/2023

  I am very sorry for the confusion. I have reviewed the email correspondence between you and the service department and I see that you were advised that there were connectors at the service center that you could pick up and install. Because you selected a Drop-off delivery which is where we drop-off the items packaged outside your home or in a garage, we had no idea the factory had not installed the parts. When you selected the drop off delivery as opposed to a Premium delivery where we would have set up everything for you and if there were any issues we could as a courtesy send a technician to your home as a courtesy for the 1st 90days. When you select a drop off if we need to come to your home we ask that you pay the difference between the drop-off delivery and the premium delivery fee of $120 or bring in the piece and we will add the connectors at no additional charge. There was no mention of any concerns with the cushions or fabric. The photo you have submitted with this complaint appears to be normal. Cushion cores tend to loose 15-20% of their buoyancy with in the first 90 days.

  Please let me know if we can be of further assistance.

   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/11/22, we placed an order for furniture from Home ***************************** Furniture due to a house fire and lost most of our furnishings. We were told we had replacement cost by our insurance company. We went to Home Rooms and picked out $14,000 worth of furniture and another $7166. in mattresses with affiliated Ashley *********************** We told them that the sales were predicated on our Insurance payout and delivery wouldn't be until next April, when the house is supposed to be rebuilt. After we received the Insurance payout, we were only given a small portion of the furniture cost. After receiving an itemized breakdown of cost emailed to us, we discovered that ***** the salesperson, slipped in a $1300. charge for furniture protection, that wasn't on the original paperwork and that we stated when we purchased that we did not want. We contacted her to have that charge refunded and after 2 weeks, nothing has happened. Also spoke to a manager to cancel the *********************** order to trim overall cost, and nothing has happened to cancel that portion of the order and to be refunded those charges. Even with these changes, Homerooms will still be getting a $12.600. furniture order. Both salespeople were well aware that we could potentially be adjusting the orders based on our insurance payout and were told that there would be no problem because the furniture wasn't going to be delivered until April 2023, when the home restoration would be completed.

  Business response

  03/04/2023

  Regarding this complaint, we are working thru a 3rd party trying to reach a fair resolution for all.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a **** ***** recliner on 3/15/22 from Klopfenstein Home Rooms that cost $1,284 and picked it up a few weeks later. After about 2 months of use, we noticed that the seat cushion had a lump in it and the seat was uneven. Since the chair has a year warranty, we went to the store to show them pictures of the problem. We dropped it off for repair on July 16. We were contacted and told they would need to order a part for the cushion. We picked it up on August 16, and when we got home we noticed that the cushion had not been replaced at all, and the right arm rest of the chair now had a pick on it. My husband called the store and asked to speak to a manager, but was told none were on duty at the time, but someone would call us, but our call was not returned. On 8/29/22, my husband called again, and the store manager said he could not help, and transferred my call to the repair manager, but got no answer. I left a voicemail asking for a return call, but have not received one. We are very frustrated with the lack of service, a repair service that didn't didn't actually repair. At this point, we would just like our money back and be able to buy a new chair from a store that provides customer service and honors the warranty.

  Business response

  03/04/2023

  I see that you brought in your recliner that was picked up by you on 4/12/22 in late July. Upon inspection found that the issue was from normal wear from sitting. We ordered replacement cores as a courtesy and installed them. If you are continuing to have issues regarding your chair, please email photos to the service department at ********************************** or bring it back to the service department for inspection. We will be happy to address the issues for you.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a couch from Home Rooms/ Klipfenstein middle of July. Within a week the back of the chair broke and is resting near the ground. ***** the manager at the store said somwone would come out in a couple weeks. That appointment got cancelled. ***** is not returning calls to us. It is now September. We are elderly, my husband has a broken neck and I am afraid I will get hurt on the broken couch.

  Business response

  03/04/2023

  Good afternoon, I see that we picked up the back portion of your sofa on 9/9/22 and brought it back to the service center for corrections. We redelivered it to you on 9/19/22 completed. Please, if you need any further assistance feel free to reach out to us at *********************************** Thank you

• Initial Complaint

  09/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We went to this location off of Lima Road on 6/18/2022 to do some furniture shopping as we recently purchased a new house and we needed to get it furnished. The salesperson (her name is *****) helped us pick out some furniture including a sectional couch with matching recliner (that was in stock in their clearance section), a bed frame, mattress, box spring, nightstands, a dining set, stools and a entertainment center all coming to around $11,000. Now mind you the sectional couch was in stock but we didn't have a place to put it as of yet. We finally moved into our place on 7/25 however, we were ready way before that as we bought the house on 7/4 and told them we were ready for delivery. We had to spend an additional three weeks in the hotel which cost us more money as they couldn't get the stuff to us in time. When they did deliver the stuff on 7/25 we weren't even really able to move in as we moved in on 8/2 as we had construction going on and such. We told the delivery driver to put in one of the back rooms and the couch in the living room. Other things were delivered on schedule however, the dining set, entertainment center and two stools. We were given no update on when this would be delivered. We had stopped by into this location to get an update and so far nothing. We had gotten ONE text from ***** about updates and nothing else. We could go into ANY place to get an entertainment center as we have a speaker setup and a $1400 TV sitting on a desk and we can't set up everything until this comes in. We can go to ANY other furniture store that carries entertainment centers in stock and get it delivered NEXT DAY. This has gone on for two to three months and we need someone to step in to either get our stuff to us yesterday or to get us a FULL refund.

  Business response

  03/04/2023

  Good afternoon, I apologize for the delay. With merchandise coming in at different times from different vendors all of your items did not arrive to our DC at the same time. It appears we were trying to accommodate you and scheduled what we had at the time to deliver to you as soon as it was available for your new home. I see that soon after on 9/14/22 the entertainment center was delivered to you. If you have any questions please contact us. We wish you the best and look forward to working with you in the future.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 26, 2021, my husband and I purchased a three piece set of furniture from Klophensteins Home Rooms Furniture Store. We paid the $800 deposit with a balance of $2717.09 due upon pick up. We were told that the furniture would arrive by March 2022. At the beginning of March, we called to get a specific pick up date and was told that the manufacturer needed another part and the furniture would not arrive until May 2022. At the beginning of May, we called again to get a pick up date and were told that the sales person would call the manufacturer and call us back. We never received a return call though the store claims they did. After a week or so without an answer, we called the store again and were told that the furniture would not arrive until August 2022. This would make it 9 months after purchase. On Tuesday, August 16, we called again and were told that the salesperson did not work until Thursday so they would leave her a message to call the manufacturer and then call us back. We did not receive a call back on Thursday, Friday or Saturday. On Sunday, August 21 at approximately 2:00pm, I, *******************, went to the store to request our deposit back and the order be cancelled. The staff made me wait an hour before the manager came to speak with me. He informed me that my ************ were to wait on the furniture to arrive (which they couldnt tell me when) or pick out other furniture. We do not purchase furniture often so finding exactly what we wanted took some time. I did not want to settle for something else and the continuously changing arrival date was not what was agreed upon or acceptable. We met the requirements of our part of the contract by paying the deposit and preparing to pay the balance. The store failed to meet their portion of the contract by constantly changing the arrival date and not maintaining communication. We simply want our deposit returned and the order cancelled.

  Business response

  03/04/2023

  We are very sorry for the delays. During the time of purchase the Pandemic was still greatly effecting manufacturing and shipping worldwide which made it very difficult to accurately predict arrival times from the manufacturers which is why our ETA's were very broad. That being said, I see that your furniture has been delivered and I hope you will enjoy it for many years to come. We look forward to working with you in the future.

*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. ↩