HOM Furniture — Local services in Plymouth

Bad experience today. I was looking for a new dining room table and chairs. I wanted to see what they had in the store after looking online and visiting a competitor.

I was approached by salesperson “S.” and spoke to him for a minute then asked if I could “just look around by myself.” He didn’t quite disengage so I repeated myself. “Thank you, I’d just like to see what you have.” He replied, “Oh, but you can’t see what we have bec I’ll need to explain the options.” I replied, “Thanks—I’ll let you know if I have questions” and walked away. After 10 minutes, he came back to me and suggested I look at a thick book of custom made designs. He rambled on and on—not knowing my budget or any real detail. This time, I just said, “I just want to look.” I was afraid he’d come after me again so I left the store. Too annoying. Too much stress for something that should be fun.

When did salespeople start thinking they know what’s best for you? I assume some customers need to be “sold” but certainly not all of them. Is silent browsing (where someone isn’t chattering in your ear) not allowed? Bec my experience today felt like either HOM was trying to drive customers away, or someone was trying to impress their boss. But whatever the agenda, it had absolutely nothing to do with me, my request, or how I prefer to shop. And as a customer, that should make me feel good “why?”

My furniture buying process is like falling in love. I’ll know it when I see it. It has nothing to do with a custom design book, table finishes or measurements. I know he thought he was doing his job but I was offended that, as a woman, he would not respect what I said to him over and over and over. That’s not a place I want to shop and if I wanted someone to ignore me I could shop for another husband.

Your sales staff needs some serious sales training. Either that or give customers cards in multiple languages that say “I’m just looking” and instruct salespeople to leave them alone. As a customer who keeps her own counsel, I am more than happy to be pesky once I find what I like. Be patient! Wait for THAT moment.

PS-Five minutes ago, I purchased an $1,800 dining room set from a competitor that didn’t stalk me in their store and who gave me plenty of time to hunt a new dining table. It was a thoroughly...

I am so pleased to update my review to 5 stars. The store manager, Dave, gave me a call after he read my review; he was able to stop the order at the manufacturer, and has refunded my down payment in full!! I am elated and will buy my stools there this week. Dave, thank you for demonstrating that service really does matter at HOM Furniture.

Old Review:

I am a recurring customer who has spent many thousand’s of dollars on family room furniture, patio furniture, rugs, wall decor, and countless smaller items at HOM in Plymouth. However, I did not have a good experience this time. It started with my mistake. I am juggling many things at the moment, selling an existing home, buying a new one, packing to move, etc. I was trying to order on the last day of HOM’s sale so I was hurrying! I ordered four counter stools on a special order with $700 down. I am not new to special orders as I have done this many times before. But this time, I got home and determined that the style of the stools would just not go with my other furniture. So I went back two days later and asked if I could modify my order, same manufacturer, same color, different style. After all, it had only been 48 hours and on a 10 week lead time, surely HOM would accommodate me as their valued customer. I expected they could call the manufacturer and change the style number. Not only was I wrong; and told, no exceptions but I was treated terribly. I asked my sales person, Denise, if she would please escalate to the store manager. She said she did, and the answer was no. I had to forfeit my $700 and was told “that’s was no refunds mean”. She was very willing to cancel, take the $700 and write me a new order, different style, and no longer on the original sale, but a new sale, and a new large down payment. I almost started crying, and said no thank you. Denise did not say she was sorry or show any compassion. I left the store with no order and $700 poorer. I will never shop at HOM...

Went there to buy a mattress. I was due for one and live in chronic pain so badly need it. Wasn't greeted and wandered around the large store to find the mattress section. Finally found it. No one was there. I had looked up mattresses online prior to coming so I knew 3 I was interested in. But I didn't like any of them. I wanted to try a different style, more firm but they weren't labeled that way and no salesperson was seen anywhere so I just wandered around. I did find one I thought I liked after laying on two more. Found the tag on the side to get the name of it. But there was no price haha. Funny. That is a must have for a lot of people. I'm willing to go higher because of my chronic pain, I lay down a lot, but super high just isn't in my budget. I was looking for the salesperson for awhile but no one came. I thought about walking to the checkout counter but thought if they don't want my business I'll just leave. Plus I have severe asthma, I don't need to walk around the whole huge store just because they aren't doing their job. I searched the mattress online when I got home but it isn't on their website or labeled on the brand's site which is very frustrating. Why carry a mattress that isn't easily accessible? Very poor service. I won't be going here for furniture because they don't seem to care. I need mattresses for my kids soon but will shop elsewhere.

Edited to add. The store manager later reached out to me personally and is helping me very kindly figure out what mattress works out best for me. Apologized and very nice customer service....