HW Home — Local services in Boulder

I had previously purchased the majority of my furniture, etc., (including a couch, 3 tables, 7 pillows, a wool throw blanket, 2 lamps, a chandelier, and 2 silk/wool rugs) at the HW Home in Cherry Creek North Denver. When I tried to return the chandelier because it was the wrong size, I was told by the manager that they did not allow any returns. I could not believe they would not take back the chandelier after I had spent over $30,000.00 in their store. In addition, (and more importantly) I explained to the manager that since the chandelier had been purchased in the store, and not ordered, their Webpage states they accept returns.

In pertinent part, HW Home's webpage (under the return policy segment) states the following:

"If a product fails to meet your expectations, our design consultants and customer care team will work to come to a reasonable and expedient solution. A return authorization number (RA) must be issued by HW Home customer care prior to any merchandise return. Customers are responsible for all costs and arrangements of any and all returned merchandise."

The manager replied that they are not bound by what it states on their webpage. When I asked to speak with the owner of the store, the manager told me this was not possible and to pick up the box and leave the store. Although I would normally pick up the box and leave- happy never to return, I had recently undergone 2 spinal surgeries so an employee had carried the box into the store for me and I could not physically carry it out. When I explained this to him and that I would need assistance in carrying the box to my vehicle, he stated with a smile "thats too bad, I guess you will need to procure help elsewhere."

Upon returning home, I called the store and got the owner's telephone number. I left a message with him explaining what had happened, and requested he return my call. He never called back. My suggestion, if you have managed to make this far in my lengthy review, would be for you to go to any of HW Homes's competitors to purchase your merchandise. Simply stated, HW Home does not deserve to be in business when treating customers this poorly. Please pass it...

I live directly behind the HW boulder store on pearl street . Several times a month a large box truck (20 ft) sometimes two, park in the alley illegally for up to 8 hours while the trucks are unloading new merchandise. I’ve put up with it for 3 years. My house is in the alley and the truck parks 6 feet from my windows. The employees that unload the merchandise were are very loud, used racial slurs and were generally acting in a manor unbefitting of any company. They also block roughly 6-8 parking spots every time they unload . Everyone that lives behind the store (about 7 people ) is annoyed by this and today I casually walked into the store just to see if anything could be done . The “director” of HW told me they’ve been doing it for 20 years and entirely dismissed me . If this is the way the director of the store treats community members , especially the group of us that live behind the store , I would be highly wary of doing business with them . All I was hoping for was for the guy to understand where I was coming from and see if there was any solution rather...

I had the most wonderful experience in HW Home. Lisa, the designer I worked with, is a gem. She was so incredibly helpful to me with her ease of communication and wealth of knowledge-she helped me to clarify what I was seeking room by room and she was completely focused and answered not only my specific furniture questions but also my design questions. I cannot tell you how much I enjoyed and how fulfilling this experience with her was. I felt like hugging her when I left. Your store is so completely beautiful and welcoming, every vignette feeling like a home. Beautiful furniture of the highest quality. All of your employees that day were so kind and so very active making your shop more perfect. It was a pleasure to be...