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WORST ONLINE PURCHASING EXPERIENCE EVER! STAY CLEAR OF THIS COMPANY!
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DO NOT DO BUSINESS WITH THIS COMPANY! OUR WORST ONLINE PURCHASE EVER! We received a dining table on 2/18/13 which was delivered into my home. Two cartons, one table top and one pedestal. The cartons showed no apparent damage. I opened, and spot checked to see if I could note any damage, which I could not. I did sign for the boxes as I could not see any damage at that time. After unwrapping the pedestal from the Styrofoam wrap I began to vacuum off the numerous pieces that covered the base of the item. While doing so, I noticed chunks of the veneer were missing and upon further examination, there was a large crack to the bottom base of the item. I immediately took pictures and filed a damage report with the company. After not hearing back, I sent an email to their customer service. Gloria, CS Rep, responded saying they did not have my initial submission. I kept a copy of my original submission. I resubmitted the report on 2/22. After not receiving a response within their stated 48 hour time, I phoned Gloria. She said the supervisor (owner Edward Litvak) still had not made a decision. On 3/1/13, after still not having received a response, I sent another email to Gloria expressing our concern with the lack of response and our desire to have them take back the item and return our money. I received no response from the company. It took 15 days 3 phone calls and several emails before the owner finally responded. At that time he quoted company policy and said their “within the law” but failed to understand the circumstances. He only wanted to pass blame onto the customer. He then accused me of attempted extortion, black mail, being irresponsible and causing the damage myself. I have read other complaints about this company where the owner, Edward Litvak, blamed any damage on the customer’s “clumsy” handling. I filed a claim with the Better Business Bureau and in his response he provided false information by stating I brought the item in the house and there, or during assembly, is when the damage occurred. In fact the delivery men brought the 2 cartons into my home and placed them in the dining room where they were to be assembled. It was supposed to be curbside delivery however, as a courtesy; the drivers brought the items into my home. He also falsely claimed I waited a couple of days before filing the claim. I filed it that day. They conveniently said they did not receive that claim. I kept copies as proof. The owner claims he is following within the law. I'm not concerned about the letter of the law as much as company integrity and customer service. This company believes their responsibility stops with the letter of law. In this man's world, if a customer finds a defect or damage after receiving and while assembling the product, "that's would just be too bad". They will not stand behind their product and will revert to making personal attacks and accusation when challenged, never wanting to stand behind their product or service. I WOULD WARN EVERYONE TO STAY AWAY FROM THIS COMAPNY. WORST ONLINE PURCHASING EXPERIENCE EVER!
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Business's response - by EdwardLon 3/9/2013
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Home Furniture Mart is an 8-year old company that has grown through the years by offering an honest, customer-focused approach to selling fine furniture. Since then we have become one of the largest online furniture retailer in the west. We have over 30,000 satisfied customers.
Unfortunately, we cannot prevent orders from irresponsible unfair customers.
Such errors are rare, but unfortunately do occur from time to time. See above.
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