Homemakers Furniture — Local services in Urbandale

Horrible horrible horrible horrible!

Run away from this independent La-Z-Boy dealer.

The La-Z-Boy Dexter loveseat sold to me as "100% Leather" is not 100% Leather. The leather started flaking off after a few months. I contacted Homemakers in April 2017 about this issue. A technician from FSN was dispatched to review the loveseat. He examined the loveseat very carefully and used a heatgun to look for damage. He tooks lots and lots of photos and said that he would turn this into Homemakers and it is ultimately up to Homemakers on how they proceed forward.

After a few weeks lapsed, I attempted contacting Shawna a few times and left many voicemails. I never recieved a callback. I finally did speak with a different representative in the customer service department and she advised me that a new armrest was on order for my loveseat and she did not have an ETA.

A couple weeks later I called again on 06/05/17 and spoke with Jim in customer service department Shawna to inquire about the status and get an ETA. Jim advised me that the "file is under review" and that they are waiting for La-Z-Boy.

I called La-Z-Boy on 06/16/17, and they directed me to the store. I spoke with David in customer care and was told that La-Z-Boy will not warranty the loveseat because there is "customer damage". I said, "what damage?", ohh there is scratch on the seat cushion. The seat cushion has nothing to do with the armrest where the leather is flaking off and the scratch on the seat cushion is very minor. So my warranty is void because of a scratch? He said La-Z-Boy is offering a touch up paint to fix the flaking leather on the armrest. I told him that I had never heard of touch of paint for leather and secondly I was concerned the paint may mismatch the existing Ivory color. But he assured me that it would fix the problem, and if there was still a problem they would consider different action--but they wanted to attempt the touch up paint.

The paint arrived a few weeks later, delivered via Spee-Dee delivery service. When I opened the package the paint was boiling hot and oozing out of the container and the entire interior of the package was soiled. I again called and left a voicemail for Shawna to let her know, and I did not receive a callback.

A week later I recieved a call from FSN, the original company that came to examine the loveseat. The technician arrived at 10am on Friday 08/11/2017. He asked about whether I had the paint, and we handed over the package Homemakers had sent us. He got to work promptly and sanded the armrest to remove the "loose" leather and he then sprayed the armrest with the paint. It looked horrible! It looked 10x worse than before, and during the painting process, he oversprayed and damaged my brown leather ottoman that was sitting next to the loveseat. He agreed it looked horrible and apologized, and said "I told them we need an armrest".

I called and left a voicemail for both Raquel and Shawna on 08/12/2017, again as always, I did not get a call back. I called again on 08/23/2017 and spoke with Joni and let her know that had happened with the technician visit on 08/11/2017 and told her that Shawna wasn't responding to my calls or voicemails. Joni offered apologies and said that she would email Shawna and I again left a voicemail for Shawna on 08/23.

This time Shawna did call back. Her excuse was that she is not at her desk and that she never recieved any of my voicemails. She advised me that FSN would take care of the leather Ottoman that was damaged, and that they would contact La-Z-Boy in regards to the loveseat.

I spoke with Raquel Rojas the week of 09/02/17 and she said she would see what they can do and would be in contact with La-Z-Boy.

Today is 09/29/2017 and I contacted La-Z-Boy customer service, who said they will act as liaison between me and Homemakers. Ultimately it is the independent dealer, Homemaker, that I have to deal with and have them make things right.

I will be pursuing other avenues to attempt to...

I was eager to shop at Homemakers after hearing so many great things, but unfortunately, they did not live up to the hype. They fail to stand behind the products they sell. I purchased a leather couch, and within less than a week, I noticed it was easily scratched by my dogs (see photos). When I contacted them about the issue, they informed me their warranty wouldn’t cover the damage, and I would need to pay for repairs.

Having owned several leather couches with our dogs, we fully understand that scratches happen and often contribute to that aged, weathered leather look we appreciate. This is why we specifically buy leather instead of fabric. However, the damage on this couch was entirely unexpected—it wasn’t a typical scratch but rather a rip in the material. It doesn’t look weathered or aged; it simply looks cheap and poorly made.

I find their refusal to take accountability on their products concerning. The couch didn't even hold up a week and they won't stand by it. I won’t be shopping at Homemakers again and will make sure to share my experience so others can make informed decisions.

Delivery was great, very communicative, and timely. If only they delivered products the company would stand behind.

Edit on 1/28/25: As I'm not able to reply directly to Homemakers on this review, I wanted to clarify something that they said in their response. They never understood that our pets did not scratch our couch in multiple areas. This is one scratch in one area on our couch. They had asked us for multiple pictures of the same area so they could see it from different angels which is what was provided. Additionally, I did reach out to both Homemakers and Ashley Home Furniture (the original manufacturer of the couch) and had no luck from them either. When we looked at the couch from AHF originally at their store, we wanted to purchase it from them directly but unfortunately we were not able to purchase it from them as they wouldn't deliver it to us where we live. When we had been talking to their sales associates they had told us that they had coverage for pet scratches, the only thing it didn't cover was dogs chewing on the furniture which has never been a concern.

My whole reason for providing a review was because I was so disappointed in the overall product and how it was handled by both companies. As I mentioned, we buy leather couches for a reason as we have four dogs. We know the couches will get scratched. Scratched couches isn't the problem. It's the fact that the scratch isn't even a scratch. The material is just coming off of the couch. This area should be actual leather and it should be able to withstand more wear and tear. We've now had the couch for almost two months and even where it's supposedly leather, its been scratched more and it isn't holding up like our other...

This review is about a return and the process and lack there of - touted Exceptional customer service. In early Aug, I purchased a $6,000 bed set that was targeted to be delivered 3 months later in November. This was not a special order, just a few things they did not have in stock and also given time to deliver to my area. I paid in full on checkout. On Aug 30th, I called and canceled the item. I was told that it could be a few days to receive the money back to my CC. I was fine with that. No money out of pocket, sure I can wait the time. After a week passed, I called the accounting dept as I had not received the credit. I was told a new system was in place creating some issues but would receive the money any day now. On Sep 11, I called back and this time expressed my concern that if the credit was not returned before Sep 17th, my CC would charge me interest on that purchase and that was not acceptable. Mike, in returns, told me he would send an email with high priority to accounting and almost every time following an urgent email - it was paid and responded to - that same day. He told me if not on Thursday then Friday for sure he thought I would have the credit back to my card. Monday morning, Sep 15th - I call again to the return center and this time another ‘exceptional customer service’ lady tries to assist me with this ‘credit in process’ and sends yet another email to accounting. She assured to me that I would have a callback by the end of the day and that most likely as the day was still early, I would see that credit. The end of the day passed, no correspondence and no credit applied. The following day, I call again -18 days into it, the day before the CC applies its fees on the 6k and Homemakers LACK OF exceptional customer service prevails. Shannon in Returns - customer service says the return is coming but will take a few days and hangs up on me. I call back, and another lady says it’s a Cashiers issue and transfers me into VM. This has been a total joke and far from any ‘exceptional customer service experience’ that I have ever had. With the technology today, a child could issue a return. What is going on and where is my return...