Home Rooms Furniture & Mattress — Local services in Fort Wayne

We have been extremely pleased with the quality of their products and their service over the years. Sheila worked with us on multiple occasions and kept us informed of any current deals. She was patient and understanding and provided valuable input that helped us make decisions. It was a pleasure working with Sheila and the entire team.

4/22/2024 Update: Well, I suppose it was too early for the review, especially the stellar one!!! I wish I read Ms. Jordan’s review below before I made this purchase bcs we were told similar things as far as the product goes. So, a few days after we placed an order, we were contacted by the store rep telling us that they actually have the exact item we ordered in their warehouse and we can schedule the pickup. So, we did. Now, when we purchased the item, the sales rep said the backs come off completely and we should not have a problem picking it up ourselves. “It is easy” she said. BUT, when we came to arrange the pick up, we were told that the middle piece that is connecting the two recliners does not detach at all which makes it really difficult to load, unload, and maneuver. We didn’t want to make a fuss about it even though now we had to find someone to help us load and unload. We made special arrangements with a relative to come and help and we spent over 3 hrs moving furniture around and out to accommodate the new piece. But, when we got it off the truck and pulled the nylon off, we saw ugly yellow stains as shown in the photos. I was upset and wanted to contact the store and have them come pick it up. Instead, we ended up loading it back on the truck (which is not easy especially when people have back issues) bcs who knows when and if they would come to pick it up. We took it back to the warehouse and filed all the paperwork and provided the photos. We do not know if there is any more damage or if there are any additional stains as we didn’t unwrap the whole piece. Now, they contacted us and said how they will just order a new piece of fabric and fix it in their warehouse. This is not what we bought - a repaired item. I just asked for the product we ordered and paid for. Also, they said we would need to pick it up ourselves again and they will not deliver. I requested then to cancel the order which they said they could not do either. So, I am curious why I could not get the one I initially ordered?!? What happened to my initial order? And yes, they could order me the one I bought - they just do not want to. Now, going back and analyzing how it all played out, it honestly feels like they intentionally pulled us on a thin ice. They worked on us to get a warranty and it seems they found a scapegoat for an item that was sitting in their warehouse. They claim for all the sales to be final and I could understand that if the item was on clearance or discontinued and I changed my mind. But we bought a new item, not discontinued either, and you would expect them to give you what you purchased. We didn’t do anything wrong here except trusted that we would be getting a new product and that we would be treated with honesty and integrity. We feel we were taken advantage of and this is least to say a dishonest way of doing business .Had I know that I would be buying damaged piece, I would have had different approach. We purchased furniture from them before and unless they give us a new piece in original packaging, that was not tossed around in some shop and exposed to dirt and what not, we will not be going back. To be continued. Be aware! Note: As you know, we have to give it at least one star to post the review, but we honestly would not do even that after the conversation we had with their manager and the way we have been treated. Ms, Jordan summarized it well. They will trick you into buying and of course they need all that fine print. Read...

We purchased a television hutch/console for $1400+ on 12-15-20 with expected store delivery date of 8-14 weeks. We were pleasantly surprised considering COVID related delays that it was ready for pick-up on 3-5-21 (11 weeks). We assembled it 3-7 and noted an obvious flaw in the finish. We contacted our salesperson, Kimberly (who was very helpful in the store) on 3-8 and was directed to the service department. Before we had the opportunity to email the service department an arm on a floor lamp that we purchased on 1-30-21 for $335 snapped off the frame (39 days after purchase). This lamp was put in place the day we purchased it and was not touched until the day it broke when I made a minor adjustment to where the light was shining. On closer inspection the other two arms were weak and ready to break at any time. The ironic part is that Kimberly commented while we were shopping for the lamp “You don’t want to buy something like this off of Wayfair as they sell junk”. We contacted the service department on 3-9 about the two items. We received an amazingly quick response from Adrienne which again was surprising based on previous poor reviews. Unfortunately, we could not come to a resolution at the time of this review. Home Rooms would not allow us to return the defective floor lamp stating, “our policy states a three-day return policy in showroom condition”. We did not change our minds about the lamp and decide not to keep it…it literally fell apart. They did offer to repair the lamp if we brought it to the service shop which is 40 miles/2 hours roundtrip from our home but I do believe it will break again as it is a poor design. As for the entertainment center base which is 7ft. x 3ft.x 18in. and very heavy we have two choices. We can either return the piece to the service center (again 40 miles/2 hours) minus the original packing to protect it or we can pay Home Rooms $99 to pick it up FOR REPAIR. Please understand this is a brand-new piece we paid $1400 and arrived with a very noticeable flaw in the finish. Adrienne, working on behalf of her employer, highlighted the portion of Home Rooms policy regarding our choice to pick-up our furniture and she even attached a document neither myself nor my husband remember seeing. The policy we did sign also stated “Repair, replacement or refund is at our (Home Rooms) discretion”. We have been good customers for many years furnishing much of our current home from this and associated stores. We were going to purchase at minimum a coffee table, two end tables and a sofa table to match the entertainment center as soon as we were sure we liked the style (and we love the piece.) But, Home Rooms has lost any future business from us because of a $335 defective lamp and a $99 fee for a REPAIR of something brand new. We do plan to contact the manufacturer about our experience and we are pursuing other avenues for resolution. I will update this review if there are any further developments. EDIT We took the floor lamp to the service department on March 26th. The technician informed us there were several similar lamps awaiting repair and that they were poorly designed. Home Rooms has now had the lamp longer than it was in our home and we have not received any further correspondence. They did respond to this poor review with a less than convincing apology for our "not great" experience (they had every opportunity to improve it but chose not to) and a canned request to email their service department which we had already done several times (noted in the review). They DID NOT "work to resolve any issues as quickly as possible". We wrote this review as a last resort to much frustration with...

The install/customer service has been a nightmare! We ordered our Tempur-Pedic (which we all know are not inexpensive) on 11-19-2022. It's now 12-27-2022 and the installers tracked through the house very unprofessional and sloppy. Take off your shoes or at least wipe your feet. Nothing was explained on how it works and no demonstration to show it infact was in working order. At the time of writing this review I have not touched the remote. They were very rough with the different packages just ripping things apart. They left some of the packing material under the frame and several of the twist ties. But wait there is more! One of the modules under the bed that need batteries did not have any and the installers didn't say anything either. Oh and it gets worse. Turns out the welded cross member on the frame is bent (you can't tell me the installers didn't see this) and the rollers are not completely in their track. The side panels have a crease in them that I can only assume happened when the cross member got bent. If something happened to bend this what else is wrong that we don't know about yet. I sure hope you make this right. I expect a new frame and more professional installers.

Update: 12-30-2022 we received an email telling us the replacement base has been ordered, and they will let us know when it arrives. 1-31-2023 the new frame was scheduled for delivery between 6-9pm. We got a call at 7:15pm, a delivery person was injured, and we would not be getting our frame that night. The gentleman on the phone apologized and said we would be getting a call in the morning to schedule the delivery for that day.

Turns out they have bad communication or must use the same logistics system that Southwest airlines uses.

There was no call, so we called at 11am, and they said they could not get ahold of anyone in the delivery department and they would call us back. Strange right? 1 hour later we get a return call and the delivery is now set for Saturday 2-4-2023 between 8:30-11:30am. 9am we have our new frame installed and the delivery guys were polite and professional.

You have been warned ⚠️. Excuses are like bellybuttons. Everyone has one.

What was lacking after the sale was and continued over the last month? Its obvious customer service and responsibility. I can't remember how many times they said " it's not my/our fault", "I/we didn't do anything wrong." "You know it's the supply chain."

They make promises they can't keep. No discounts or refunds of any kind or amount were offered. When we requested one, we were denied. This chapter is now closed. Let's hope we do not have another one to write when the dresses we ordered the same day come in. BTW that is supposed to be this month.

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