HOM Furniture — Local services in Rochester

We were tired of the horrible quality of furniture at Ashley, so we decided to give HOM a try and ordered an Italian leather sofa and loveseat. We picked up the sofa which was available within a few weeks, however the loveseat was backorder with no estimated ship date due to COVID. This wasn’t a big deal to us as we were in no hurry to receive it.

We picked up the loveseat when it came in approximately 4 months after our purchase. After we got it home we opened the box and cut the plastic and immediately noticed a strong chemical smell on the furniture (nothing like our sofa that we picked up months earlier, which had a nice, rice, pleasant leather smell to it). Keep in mind the sofa and loveseat were the exact same model of furniture. The odor on the loveseat was very distinct. After having having it in the house for a couple of weeks, the smell was just as strong. What was most alarming were the headaches I would get after sitting on it. I contacted customer service and they told me the problem was common and to try baking soda near the couch to absorb the odor and coffee beans to mask the smell.

One week and the odor still had not dissipated. I went into the HOM furniture store to see if their was a leather cleaner they had or something I could use to try to remove the chemical odor from the leather. They had nothing in store and had a customer service rep contact me. A few days later I received a call and they decided to send a tech out to take a look (or smell) at it. When the tech arrived, he showed up in his personal vehicle, no signage to know he was from HOM furniture. He had no supplies (ie cleaner or conditioner) with him, and his recommendation was to spray Febreeze on the new leather loveseat. Yes Febreeze on my brand new leather furniture. I was disgusted. I asked him to have someone call and follow up the the issue. He put in the request for a follow up.

I ended up calling HOM the next week (no one had contacted me to follow up) to see what our next steps were. The representative told me to try cutting an apple in half and place near the sofa. So baking sofa, coffee beans, Febreeze, now apples. I’m at my wits end. This is ridiculous. $3700 in furniture (along with an additional warranty plan) and I’ve spent over $50 to buy leather cleaner and conditioner on top of that. Unfortunately the cleaners and conditioners have done nothing to eliminate the chemical smell. The smell from the loveseat is not as strong as it was initially, but there is no nice rich new leather scent like the sofa has. The scent still stings my nose when I am in the living room. I still cannot sit on the loveseat. And weeks later I still have not received a phone call from HOM to follow up on our tech’s visit. Poor customer service. We took a chance on HOM and unfortunately we will not choose them again. We will be on the search again for somewhere to buy reputable furniture from with decent customer service.

Update 9/8/2020: After posting this review I was contacted by an extremely helpful and understanding representative from HOM furniture. She researched the vendor information on the two pieces of furniture, as well as the ship dates in relation to the dates we received the furniture to try to help figure out why there was such a difference in odor between the two sofas. She provided me with the option to replace the loveseat. After my latest experience, I am no longer hesitant to purchase from HOM Furniture in the future. I have updated my review from 1 star to 4 thanks to my most recent customer...

Update HOM and their delivery people have been proactive in trying to get my issues re: delivery addressed. They obviously were inconvenient for us, but I do appreciate the attempt to make things right. I still have a number of pending future deliveries so I'm hoping they can continue to earn a higher rating.

Serious issues with their delivery service

The in-store service is good, products are reasonably good, but the delivery service has serious issues. My wife and I made a sizable purchase of about 10 items in total, but due to delays in getting the items in stock we've been receiving the items piecemeal.

For the first delivery we had a mattress and bedspring delivered and in order to maintain the opportunity to return the mattress we had also ordered a mattress protector. The mattress and bed spring arrived and as we were setting them up we found there was no mattress protector. Concerned that would void or warranty we called and according to their records it had been delivered. When told it hadn't been we received a variety of explanations from "it definitely had been delivered" to "it was left on the truck." No attempt was made by them to actually deliver it, so we returned to the store and picked it up ourselves.

One week later the second part of our order was supposed to arrive. Two desks, one of which had two sections. As you might have guessed, there were issues with this delivery as well. One of the "desks" that arrived was merely the side bookshelf that was supposed to be attached to the desk proper. As the drivers are exiting I ask for a receipt or anything to sign and am told they "take pictures to prove delivery." Upon checking the installation of the desk after they leave I notice that half of it is missing and call into the store again. Once again I'm told that "it was delivered" and then "it must have been left on the truck" and then "the drivers may not have loaded it into the truck."

At this point I'm waiting to hear back about the missing, necessary, half of my desk, pretty blown away at this level of incompetence. I feel like some basic type of inventory tracking and verification would be able to easily address these issues.

Advice for buyers: Please verify every expected item has actually arrived when you are told it has, and keep their store number on speed dial for the inevitable issues.

Advice for Hom: Please institute a more formalized, functional inventory management and delivery verification system. My positive feelings toward your sales staff have been sabotaged with these...

We will never be doing business with HOM again. They don't stand behind what they sell!

We bought a couch and recliner set from here. After less than a year one of the seats on the couch was broken, not by us but a manufacturer defect. The seat was not usable. We had a technician come out and we had to pay $50 to take a look. They spoke with the manufacturer and they said they would replace it free of charge. Great!!! But then the run around started. We were told it would take 3-6 months for a replacement which was fine, we understood. After more missed deadlines than I can count they countinued to give us calls saying it should be in on this date, but it never was. This morning I received a call that it wouldn't be in until June which is the 2 year anniversary of when we actually filed the claim.

I spoke with an associate on the phone and they gave me two options, I could get the $50 we paid for the technician and $175 credit for the couch we purchased or some magical discount if we bought a new one from them dependent on the cost of the couch we picked out. I thought this was low considering we have had to live with a broken couch for nearly 2 years. I asked to speak to the manager who ended up lowering the offer to either $50 technician cost refund, $175 credit back for the couch, or a that magical discount which they couldn't tell me a % or anything. I told them I did not feel like they were standing behind the products they sold and she said she felt as if they were.

If this is the service I get from HOM, we will never set foot in this store again. We've been more then understanding and patient when working with them. 2 years is a joke though. I'm not asking for a new couch but stand behind the products...