Homesense — Local services in Jacksonville

Very poor customer service and Homesense should change the way they do business… wife and I showed up at ten minutes to 3 pm today and wanted to purchase a wine cabinet. The cabinet had a sticky note indicating it was on hold until 12:50. We tracked an associate down (lady with the curly hair also a cashier) and inquired. When telling her the time had passed for being on hold, she rudely cut me off and told me “above my pay grade” and continued to radio to someone else. Another associate (a coordinator) overheard the conversation and told us the lady who the item was being held for was done shopping, missed the hold time, removed the sticker and told us we can buy the item.

We proceeded to the register. While in line, my wife went to double check the cabinet as it was missing the barcode. We grabbed the green ticket with the price to bring to the cashier. Upon my wife’s return, the woman in line behind us asked if she could skip ahead of us because she had to pick up her son from school so not thinking of it, we allowed her to do so. She proceeded to be checked out by the curly head lady (“above my pay grade” lady) and we proceed to a kind gentlemen and explained to him the barcode was missing.

Upon doing this, my wife overheard the blonde lady and Ms. above my pay grade discussing the wine cabinet so we called them out about it. The blonde admitted to wanting to purchase the wine cabinet and presented the missing barcode, which according to the manager should not have been removed per store policy. We requested to speak to the manager who advised us, per their store policy, the person who presents the barcode would have the right to purchase the item. Blonde aka Nicole proceeded to tell us “ I’m sorry in, maybe they have another one in the back in a snarky nasally voice”. The manager advised they did not have any more and there was nothing they could do about it.

Point is… the store should consider changing their policy and removing items “on hold” for other customers from the show floor until the time passes for their “hold policy” and or they should eliminate a hold policy altogether in order to provide a fair opportunity to all rather than sell to liars like Nicole. They should also not allow customers to remove barcodes from items unless the item is actually purchased.

To add to insult, I returned to the store 45 minutes after leaving to pick up a separate item we purchased, and Ms Above My Pay Grade stopped me on the way in to tell me “I’m sorry, I would’ve rather sold it to you if that means anything.” It did not… and I voiced that advising her she didn’t have the integrity to speak up at all during the discussion with the manager to advise she and another associate (the coordinator) told us we could purchase this item no less than ten minutes prior to us initially interacting with her. Needless to say, her apology was not accepted and their corporate office has been contacted regarding “their policies” and the way they do business.

We go back the next day after the 24 hour hold period is up and ask to buy the same piece of furniture and the manager, Jennifer, tells us she’s going to hold it until the end of the day and if it’s not picked up she’ll call us in the morning and allow us to pick it up. So we got and spend another $1000 in the store on something else, mind you spent about $1000 the first day by this time.

I come back in the morning slightly before 10 am to Jennifer telling me the item was picked up by the truck this morning. I said, well how could that happen when you told me we could pick it up in the morning? She offered an excuse about same day delivery in which I pointed out could not have been purchased because that would’ve been two days ago almost by this time, which led me to believe she called the other customer yesterday offering to have the item delivered (speculation). So I then ask Jennifer, why the store policies only apply to some customers like myself and my wife and not the other woman….smelled a little...

My budget conscious client bought several big ticket( for them) furniture pieces over 2 days and had them hold 4 of them untill he could rent a truck the next day.Their purchase and hold system is something out of the dark ages. An hour and a half worth of waiting both days, while they wrote everything up in triplicate, ticketing and reticketing and marking everything, only to have the manager have to go over everything and practically accuse my client of taking an extra piece during pickup while her employees were telling her it was all paid for!! We're talking about a total of 4 pieces on hold!! I am extremely patient with a new establishment's growing pains, but not rude managers. I won't be back. It's definitely not worth the hassle. Btw, she never tried to...

First time here and I wasn’t too pleased with the customer service from the manager of this store. I purchased a storage stand that had marks and scuffs on it. I asked for a little money to be taken off as I did not feel comfortable purchasing a dirty item. However, I really wanted this item.

The cashier called the manager over and she was very rude and refused to knock a percentage off the total price when the item was clearly a bit damaged. The manager also couldn’t even look me in my face and showed zero empathy. The cashier was so nice and tried her best to ensure I was taken cared of. Terrible service, terrible manager. Probably will not be returning...