SANTA ROSA, CALIFORNIA -- I ordered a be from humbleabode.com on May 25th 2010. On June 25th 2010 it arrived. Not the bed I ordered though. The bed I ordered has a cinnamon color and an open footboard with a rail on the top. This bed is dark, almost black and has a closed footboard with no rail on the top. In addition one of the headboard posts was cut too long and has been left unfinished where it rises in height (clearly the manufacturers fault not humbleabode's) I immediately called Humbleabode and was told they would contact the factory to see if they could get the correct footboard and if not would discuss "other options" Hmmmm, could this have happened before? Well lets see what they can do. First thing they did was ask me to take photo's of the headboard and the box it came in. Took the photos, had them developed and mailed them on. 2nd thing they did was ask me to take more photos, this time of the incorrect footboard and all 6 sides of the box it came in. Took those, had them developed and mailed them up. Then I answered a couple of other questions via email and was informed that the design of the bed had changed and the old style open footboard would not connect to the new style side rails. Left unsaid was that this was the 2ND design change and that humble abode was still displaying a bed that had been changed TWICE. Other changes to the bed I ordered were the color (finish) I then asked (3 times) what good faith efforts were made by the manufacturer or humble abode to provide me with the item I ordered and paid for. All 3 questions were met with a long history of how the factory had moved from Brazil to Vietnam, the wood species changed etc etc etc. Obviously no effort of any kind was made to procure the item I paid for. Which brings us to the "other options" of which there was one. My "advocate" as she calls herself who told me she was speaking "very strongly" to the factory about not notifying them of these changes and was negotiating "very hard" emailed me the following option. The factory would replace the defective headboard and get this. Humbleabode would credit me $87.00 (later upped to $100.00)for accepting a bed that looks absolutely nothing like the one I ordered. After advertising something that had changed TWICE and not even attempting to provide it and then having me incur more expense and wasted time effort and inconvenience they are going to give me $100.00 off to accept a bed that I didn't order, don't like or even want. Check out the difference in color on their website humble abode.com for the Hitchcock bed between the bed and the "matching" furniture and the factory couldn't even be bothered inspecting the item before it leaves. Please. Now a 2nd option appears. Donate the bed to a charity of my choice, mail the donation receipt and they will give me a refund. How much of a refund? I don't know. They won't say. According to my "advocate after asking twice (and waiting 10 days for an answer) "the cost of the bed." My question is who's cost of the bed yours or mine? Please send me an email with the nummerical figure you will be refunding to me when you receive the donation receipt. How long will it take another 10 days? I'll keep you posted when my "advocate" gets around to answering her customers question and again when/if I get my full refund.
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Excellent Customer Service
Posted by Roland on 2014-08-20
In July 2014, I purchased two pieces of bedroom furniture from this company. The information I received online and via phone prior to ordering was very good. The anticipated ship date that I was quoted turned out to be accurate. The company provided explicit details about the shipment, shipper and process for damage claims. When the shipment arrived, I had very visible damage to the packaging and severe damage to the piece inside. I contacted Humble Abode and they assigned an exception case number to my claim. Because I had photos that clearly documented the damage and due to the courtesy and friendliness of their employee, the claim was substantiated within a week. The company notified me that a replacement was ordered and an anticipated ship date. They kept me posted throughout with email messages. This time they used a different carrier that packaged the piece exceptionally well. I received the replacement within 2-4 weeks and all was fine. My experience with Humble Abode was very good. I would recommend them to my friends and family. I rarely write customer reviews but I was so pleased with the resolution of my original complaint that I felt it necessary to pass along kudos to them.