6320 N. DAVIS HWY, PENSACOLA, FLORIDA -- This is a letter that I sent to HomePlace. Apparently the person who sold the furniture to you is your "ally". They are supposed to help. Jack sounds helpful but I think his hands are tied. When CUSTOMER SERVICE NEVER places a call to you, there is a problem with customer service. After one week of purchasing this sofa, I asked to return it. There was a $500 restocking fee! I should have paid it and considered myself lucky. No, I trusted them. I thought Jack and Anastasia would be working to help me but I don't think they can. Customer Service needs to step in and they don't. Almost 2 years of calls, emails, photos, forms (I had to send them 3 sets because "customer service never received the form or the photos of the furniture". 3 TIMES. Unreal.
IF YOU ARE SMART STAY AWAY FROM THEM. I WILL NEVER GO TO THIS STORE AGAIN!...EVEN IF THEY GAVE ME FURNITURE1
February 26, 2010
To: Jack Webb
This is the continuation of the letter I started. I can’t remember how many calls I have made to try to get someone to care enough. I know I have placed at least 10-15 calls to the Pensacola store. I called corporate 800 961 3159 for help with property damage on my front door and the cushion replacements. I was kept on hold from 12:12 PM to 12:30 PM. Tammy said she would have to send replacement claim forms. (I had already sent in 3 sets with pictures) I asked to talk to Hank and she refused. She said “that’s what he hires us for.” I’m so happy your ads encourage customers to come by because its just a nice place to be HOME … PLACE.
I have never been so disgusted and disappointed in my life. I purchased a sofa with obvious problems and have been complaining since. No one there either cares enough or your system has broken down.
6 -11-2008 bought sofa, love seat and ottoman and paid with credit card
6-13-2008 CALLED PENSACOLA STORE
• Told Tom I had looked up the sofa I bought on internet and said it wasn’t same. He said ignore website.
6-14-2008 store delivered sofa love seat and ottoman …WRONG SET (same as website)
6-17-2008 I drove 25 mile to look at sofa I purchased. Sales representative said yes wrong set was delivered. Reordered with a 6/21 probable delivery date.
7-08,09-2008 CALLED PENSACOLA STORE Asked when sofa set was coming. 7-21 delivery date.
6-19-2008 CALLED PENSACOLA STORE
7-12-2008 delivered right sofa love seat and ottoman
7-12-2008 love seat BROKE before driver got ½ mile down road.
7-12-2008 CALLED PENSACOLA STORE
7-21-2008 delivered replacement love seat and damaged front door, driver said within 2 wks someone would be here to fix door.
7-21-2008 CALLED PENSACOLA STORE
• Told them about pictures I had taken of sofa with cushion not springing back. THERE WAS NO RESILLIENCY IN THE FOAM. It was flat.
• They said send pics to corporate with door damage pics
7-29-2008 CALLED CORPORATE When would repair for door be done.
• Told them delivery guy said repairs would be made withing one to two weeks
• Said they had to get pics and review
8-03-20008 I ordered all pictures on-line with Walmart. Got pics within few days
8-20-2008 Sent all pics back to Home Place corporate. I sent my name, address, home and cell numbers.
9-23-2008 CALLED PENSACOLA STORE Told them I haven’t heard anything. They said corp takes time.
10-24-2008 CALLED PENSACOLA STORE Told them I still hadn’t heard from corporate. They said it was best to talk to the sales agent. Jack not in when I called.
11-8,9-2008 Talked to Jack he said he would call and find out what was going on with the order.
7-23-2009 took new set of pic of sofa loveseat. Cushions getting flatter and flatter.
9-26-2009 CALLED CORPORATE. Asked them when they would be replacing my cushions on my sofa. She said they never received my request for new cushions. Told her that the sales representative had requested them and I had sent her pictures. She said nothing had come in. She said she would mail me a form that I needed to fill out and send pictures with bids for door repair.
9-26-2009 reorder all pics from Walmart on internet.
10-12-2009 sent form and pics and bids to corporate.
12-7-2009 CALLED PENSACOLA STORE Talked to Jack. Told him they had delivered the wrong size of the cushions for my sofa and love seat.
1-1-2010 Talked to Anastasia, she said she would stay with me until this has been resolved. I have called her 2-3 time since. Corp is always looking.
1-11-2010 Jack reordered the cushions. The representative that came out to my house didn’t order replacements.
2010 I received the check for the repair of the front door that was damaged July 2008. Thank you for that.
Please finish with the cushions for the sofa, loveseat, ottoman and stitch repairs.
4-29-10 I have called Jack at least once a week, and talked to a lady named Anastasia about 2/15/10. She said she wasn’t there full time but she would make sure my information gets to corporate and the problem gets resolved. (I have never talked to her since-2months ago). Jack tells me that all his information goes to corporate. He said customer service will help me. I have NEVER had a call since I bought the sofa, love seat and ottoman from customer service. Yesterday I called to talk to Jack again, not there. I talked to Tom, the asst mgr. He was busy but said he would look up my file and call me back. HE CALLED BACK about 8:00 PM.
He said he found notations all through my file and said he had sent the information he had to corporate.
I don’t believe they will ever call. I want the name of an attorney that will help!
This is my story with HOME PLACE ! I feel I have been getting the runaround and Home Place is stalling because when June 11th, 2010 comes up, I will not be able to sue them. This is the worst company I have ever dealt with in my life. They ought to be ashamed of themselves. They could sell decent product but they chose to sell what they do and in the process, they can stall and drive you nuts until you give up and go away…that’s when they sell again and the circle of selling, not doing what they promise, keeping the customer running in circles starts and then the ultimate for them…when the customer gets so tired of their run-around they give up.
Home Place wins again.
Crummy way to do business.
5/7/2010 UPDATE: Well surprise. HomePlace called me !!!! Yes they called me Monday May 3rd and said they thought the manufacturing company that made my sofa was going out of business but HomePlace had insisted that the manufacturer make my cushions immediately. HomePlace called and said the rep would bring my cushions on Wednesday, May 5th. I was elated. Wednesday he got here and...Of course...they were the wrong cushions. They were 2 inches too narrow and 3 inches too shallow. My cushions are T cushions and they sent all square ones!!! Why did I not see that coming? After having ONE YEAR AND ELEVEN MONTH of history with HomePlace for an issue that started ONE YEAR AND ELEVEN MONTHS ago, I said, install the cushions; this is as good as it ever will get. The rep cut the "T" off the old cushion Pad and stuffed it into the cushion cover, then inserted the new "too short and too narrow" cushion pad in, then cut the old cushion foam into wide strips and stuffed them into the sides of the cushion cover. Each cushion cover now has...one new too small pad, one added foam piece to the side, one added foam piece to the depth. A couple cushions have four total pieces in them. Golly, does this sound professional or am I just a picky witch? DO NOT BUY FROM THIS COMPANY !
If you think I am crazy for letting them put all these little chunks of foam and fiberfill into the cover to "make-do", you're right; anyone that would allow that is crazy but I'm also 2 years of tired of fighting to get them to do right by me and their merchandise. I spent $1800 on a sofa and now know what is underneath those cushions…the pads are in pieces. I know it won't last long but... I also know that HomePlace is not going to do right by me. They have stalled for two years (1 yr and 11 months), I know this is the best they will do even if it is a ridiculous job. They don't have to look at it or sit in it! They know I won’t sue. It will cost $750 for an attorney and by the time I have paid for that, if they lose, I will only have the balance of $1050 (if that). That won't be enough to buy a new sofa and love seat and they are banking on that. Yep all the way to the bank. What a shame. Their store looks nice; the ads makes you "feel" like they are “family”. They have the opportunity to do good and give everyone a WIN WIN but they have chosen to WIN over your LOSS. MY loss, but I am tired. I'm 64 and probably will never buy a new sofa again. I once was thrilled with getting a new sofa but each day I wake up and look at my mess of pieced together pads and think about their friendly ads. I also think "The joke was one me". I don't like thinking the joke was on me but I guess it was. The store is A NICE PLACE TO VISIT BUT DON'T BUY FROM HOME PLACE! I will never go into their store again and hope by informing you of their treatment and “warranty” on my sofa helps you decide the best for you so you will have a WIN WIN.
They will never get a good recommendation from me...EVER!