HOM Furniture — Attraction in Eau Claire

I'm having a horrible experience with HOM Furniture.

My husband and I purchased the Harlow II Storage Bed by Thomas Cole Designs in the King size on 3/12/23. We also purchased a Purple King mattress, Purple mattress protector, Purple sheets, and two Purple pillows. It was all scheduled for delivery and the White Glove Delivery Service on 4/29/23. We sold our Queen size bed earlier that week in preparation for the delivery of the Harlow II King bed. The delivery team arrived, unloaded the truck, and opened the boxes to realize that some of the parts were missing. They placed a call to Customer Care and I was told that the missing parts would be delivered on Wednesday the following week. That time came and went and I called Customer Care and we finally got the missing parts tracked down in the Minneapolis warehouse and sent to the Eau Claire location. The delivery of the missing parts and bed set up was then rescheduled for 5/17/23. The delivery team arrived on that day and as they were setting up the bed they realized that only one of the missing pieces was actually delivered so the bed still could not be set up. They called Customer Care again and I was told that they could order the other missing parts but they would not arrive until the end of June.

On 5/19/23 I got to thinking that I should just try to return everything and purchase a bed that is in stock locally since we are planning on hosting several out of town guests this Summer, beginning on Memorial Day weekend. I called Customer Care to see if returning was an option, but was told that the missing parts are now in the Eau Claire location and that we could pick them up ourselves and set the bed up ourselves so that this could be resolved quicker. My husband and I went to the EC warehouse immediately after work that day and they did NOT have the missing bed parts there. I received a call the next day from Customer Care and was told the missing parts are in the warehouse in Anoka, MN and will be shipped to Eau Claire. Supposedly they will arrive in Eau Claire on 5/23/23 and we can attempt to pick them up again and set up the bed ourselves.

Meanwhile our Master bedroom has been unusable since 4/29/23 as there are boxes and bed parts everywhere. IF the missing parts are available in Eau Claire tomorrow, then my husband and I can pick them up and finally get our bed put together. If not, my 77 year old mother will be sleeping on our couch this weekend. So much for the White Glove Delivery Service.

I'm very disappointed in the quality and customer service that HOM Furniture has provided for this $5300 purchase. It's unfortunate since I have made several purchases from HOM Furniture in the past, including 2 other beds, a sectional sofa, 2 large area rugs, and a floor light. I will definitely think twice before making another purchase from HOM Furniture...

Update 7/22/2025. I received a call from someone at Hom Furniture today. They apologized and made the situation right. They ended up reordering the sofa for me at a discounted price and made special shipping arrangements. I am happy this issue was resolved. I am still frustrated the situation got to this point, but I will give credit where it is due and Hom Furniture made it right.

I had a miserable experience with Hom Furniture.

I ordered a custom cream colored fabric sofa that cost around $1500 dollars. This included a full service delivery fee. The original sales lady I dealt with, Autumn, was great. The order process was easy.

I waited for approximately 2 months to get the sofa which was expected. I scheduled the delivery between the hours of 3:45 PM to 5:45 PM. The delivery men did not arrive until almost 7 PM. When the sofa was delivered it arrived in the back of the delivery truck uncovered and not wrapped in the original packaging. When the delivery men brought the sofa inside it had multiple black stains from dirt. The whole side of one of the arm rests was black and covered in dirt. It also had multiple dirt finger print stains from the delivery men's dirty hands. I had the delivery men load up the sofa and take it back.

I attempted to deal with Hom Furniture staff over the phone and in person at the store. Both times I was told nobody could do anything and I would need to reach out to a "customer care" tech located in Minneapolis. The manager I spoke with told me they would have the sofa cleaned. I told him that was unacceptable and I wanted a sofa delivered in new condition.

The manager couldn't provided me with any logical answer why a cream colored sofa was not delivered in the original packaging. All he said was it is hard for the deliver men to carry the sofa if it is wrapped in plastic.

I offered several suggestions for how they could make the situation right. For example I suggested they contact the manufacturer and have an other sofa made in a rush order or order another sofa and allow me to pay after the sofa was delivered in new condition. I was told that was not possible.

I ended up getting a refund. I contacted a furniture store in Madison that carried the same sofa. They ended up ordering it for me and it was $200 less.

I would not recommend doing business with this store. If you do and there is an issue fully expect to get the run around and zero...

I'll start off by saying that Shell and Taylor in the salesroom are very knowledgeable and friendly. They were both helpful in finding us the furniture we wanted and without the high pressure sales pitch.

After that, our experience went south. This summer, we placed two orders for a total between $7K-8K. We also paid for the "White Glove" delivery. What a joke!

The 1st order was for 2 beds (K&Q) including foundation and mattresses. The two guys who delivered them apparently didn't want to work together and starting setting up the two beds independently - with one set of tools! My husband was nice enough to loan them some of his tools for awhile and helped them assemble the bed frames. The mattresses were unwrapped on the truck and then carried (no white gloves) to the house - at one point dropping down and touching the ground and the house. I even ended up helping carry in the mattresses just to keep them from getting dirty.

One of the bed frames happened to have a factory defect. They said that someone from Customer Care would get in contact with us to rectify the situation. That never happened. WE initiated the call to customer care!

We decided to order some family room furniture a couple months later. We placed a custom order for a love seat, 2 chairs and an ottoman. Two months later, our order was ready and delivery was scheduled. It was a very hot day and again, everything was unwrapped on the truck. No gloves to carry anything in and in a couple instances, cushions and pillows were tucked under armpits to bring into the house! Turns out, the ottoman was a different fabric! Here we go again.. Customer Care did not reach out and we had to follow up. We finally did get the correct ottoman but no apologies, no explanation and very little communication. Needless to say, this will be the final time we spend money at HOM. There are other furniture stores closer to us that we can visit should we need something else...