Urbanhom worst furniture company

ComplaintsFurnitureUrbanhom

Complaint

0
Jeffrey
Country: United States
We waited for our furniture for over six months and when it was delivered, everything was wrong!  They sent part 3 pieces that were from our order and the rest was not what we ordered.  All of the cushions were the incorrect color.  Did I mention that they have the worst customer service department!  Please do not ever purchase furniture from this company!

Comments

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  • 0
    Steve and Laura
    | 1 reply
    We are so glad that we read your post. We liked their website and wanted to order furniture for our summer home but have decided to go with another company.
    Thanks for saving us a headache!
    Steve and Laura
    • 0
      Shane McLaughlin replies to Steve and Laura
      I'm glad the "he said, she said" has never kept me from experiences and people someone told me not to have experience with.

      I'm sorry I lost you as a potential customer.
  • 0
    Kevin
    I too am interested in buying something from them, but this is concerning me.  I wish I could find online reviews of them that weren't just the negative ones - if they sell lots of stuff (and they have some really nice looking stuff!) the occassional mistake or unhappy customer wouldn't be as huge of a deal.  I plan to call them on Monday to ask for their response to this - apparently they've just closed for the weekend.
  • 0
    Kevin
    I emailed their customer service about this post and got a fast response today from the owner (excerpted below):

    The negative posting just happened recently and had nothing to do with us as a company. The shipping company made a mistake and attempted to deliver another customers furniture to them which was of course the wrong item. We are currently addressing this issue and will deliver the correct product to them shortly. The customer is going to remove the negative remark once he receives the correct furniture.

    Our manufacturer has quality control in place but as you know does not guarantee fully all aspects of the quality of furniture since you still have manufactures defects. Not common but just reality. We offer 10 day money back guarantee plus 3 year warranty on all our products which proves and backs our view on the quality.

    We have many happy customers and clientele in which we are currently working on testimonial section of our website.

    If you have any other questions feel free to give me a call or drop me an email should you have any other questions.

    Best Personal Regards,
    Shane
    President

    -----
    While any bad customer experience is ultimately their fault, I owned a furniture business for awhile and despite quality assurance checks, we had several cases that needed to be returned/replaced - its a slow process, but usually the customer ends up happy if they're patient.  Its a price to pay for amazingly good deals and some amazingly beautiful and unique designs.

    I've placed my order with them today, and will post on reseller ratings and here again if/when I have a good experience.
  • 0
    Jeffrey
    I posted the original comments about Urbanhom and would like to say that they did rectify the situation.  They sent our completed order and we love the furniture very much. They have a new customer service person and she was able to resolve our issues.  In the end, we are very happy with the quality of our furniture and glad that Urbanhom resolved the problem. The quality is amazing!
    Jeffrey
  • 0
    Jonathan M
    I ordered patio furniture for a wedding that is scheduled to take place this weekend.  The order date was the first week of February.  Today is June 8th.  It has been OVER 4 months.  They promised delivered in 8-10 weeks.  When we ordered we believed giving them 4 months was ample time given their 2-2.5 month window.  We were wrong.  Now we'll be going without patio furniture at our outdoor wedding.

    That's not the worst part.  The worst part is the way they've continuously lied and hit the truth.  On May 28th, after hounding them seeking status updates, they told me the product had arrived and was awaiting pick up from the shipper.  Well, that was 11 days ago and now for the past three days the "seller" (UrbanHom) has been contacting the shipper and requesting delays, delays, delays.  Why?  Because they probably don't have the furniture in their possession yet.  They are a bunch of crooks and liars.  It's one thing to lack any control over your suppliers.  It's quite another to start lying to your customers.  Now I have less than 3 days to run out and pay a King's ransom to purchase replacement furniture AND I have to go through the Hell that I'm sure UrbanHom will wage as I attempt to get a refund of my $1,700... money those [***] have had in their hands for over 4 months.  Money I could have been earning interest on.

    DO NOT DO BUSINESS WITH THIS OUTFIT.  THEY LIE.  THEY ARE A SHAM.
  • 0
    Robyn
    On Friday, October 23, 2009 I placed an order for two patio furniture sets.  The email confirmation I received the same day for the order said  "Availability: Arrival Doorstep 3 to 8 weeks". $3199.98 was taken out of my account the following Monday. After many emails (all of which I saved) and phone calls later, I FINALLY got a delivery on March 23, 2010 exactly 5 MONTHS since I had placed the order.  I received one of the sets that came in 2 boxes so I signed for the delivery, but called and emailed UrbanHom immediately to let them know only ONE set had arrived.  After an additional 2 MONTHS since that phone call I was told the delivery company (Home Direct USA) lost the set and is "searching for it".  I was told a 2nd search was then being done and would take 24-48 more hours and they would let me know when they found it.  Two more months went by with no word. Finally I spoke with a Jake on the phone who said even though all the emails had his name on them, he was unaware of this issue.  So he said he would take care of it.  His boss Shane finally agreed a refund for the one set not received ($1649.99) was the best way to fix this.  After weeks of calling saying I had not received a refund I finally got an email confirmation June 1, 2010 that $3199.98 had been refunded. However this is July 7 and no money has been received.  I have emailed and left messages but get no returned calls.  I have now filed a complaint with the BBB.
  • 0
    Sandy
    Hi,

    Your story is very familiar. Same names, same problems. I filed a claim with BBB as well. There is no costumer service and the way they treat their costumers is not acceptable. I don't remember how many times I called this company, no solution...

    I asked for a full refund and still waiting to hear from Shane. I am still hoping that he will do the right thing and build better relationship with his costumers.
  • 0
    Wd
    BEWARE!!!!!!!!!   I asked BEFORE ordering if 8-10 weeks was a reasonable and realistic timeframe for delivery as I had a bad experience with another company.  I was assured it was.  Well, I ordered on may 13th and here it is august and all they can tell me is it 'in production' and can't even offer a tentative delivery date.
    SAVE YOURSELF A HEADACHE - it took four emails and two phone calls to get the ridiculous answer that I got.
  • 0
    GN
    This company is a joke. They spend their time fluffing their image online (facebook, etc) but in reality they are the WORST company I've ever dealt with. I do 95% of my shopping online and buying from them was the biggest HORROR yet.  They don't answer calls nor return them once you leave voice mails (it's probably a two person operation), they lie about delivery status, they lie about money back guarantees, they blame others for everything. Once they take your money, they could care less about servicing you. After waiting 5 MONTHS for a delivery that's supposed to take 8-10 weeks, I get a piece that looks nothing like what I ordered. I email them a load of pictures to prove my point and never hear back. Now I have to work with the credit card company to get my money back. Like all others here, DO NOT SHOP WITH THEM. You will be sorry. You well get anxious, you will get sick, you will wish you could go ring their necks!
  • 0
    xxx
    They put pictures of well known pricey designer pieces, rename them, and have them reproduced in China.
  • 0
    Jane
    Urbanhom.com is the worst company. I can't stress enough how horrible their service (or lack of) is. I've never felt so helpless in trying to get a hold of them to get answers. And when, by total surprise, someone replies, their lack of sympathy is disheartening and cruel. We had plans to use our furniture for a few summer events. Summer came and went and no furniture in sight. Unless you're rich and don't mind getting swindled of a few thousand dollars, don't shop with urbanhom.com. You'll sleep better if you take your business elsewhere.
  • 0
    Urbanhom Sucks
    I second your frustration. Same story here
  • 0
    Jane
    They are so bad, that they don't even respond to BBB complaints. How telling is that? I guess they just don't care that the only reputation they are building is one of crooks.
  • 0
    Shane
    To anyone who has had issues with UrbanHom: please take a moment to visit the Minnesota State's Attorney website (http://www.ag.state.mn.us/Consumer/Complaint.asp) and file a complaint, or call their office and speak with an agent and let them know what you are going through.

    Also, contact your own State's Attorney's office, or General Attorney's office and file a formal complaint. Be sure to keep a record of, and note, all correspondence with UrbanHom.com.

    The more people that come forward and file a report, the greater the chance UrbanHom will be held responsible for defrauding consumers.
  • 0
    Shane
    You should also submit a complaint to the Federal Trade Commission (https://www.ftccomplaintassistant.gov/) so they can add UrbanHom to the Consumer Sentinel, a secure online database that is used by thousands of civil and criminal law enforcement authorities worldwide, should a case ever be prosecuted against UrbanHom.
  • 0
    Ali
    Im joining in the crusade to sue this company!! Now i want justice to ne served!!
  • 0
    Ali
    They deserve prison time for fraud and robbery!!
    I will do everyrhing possible to get my hard earned money back!
  • 0
    Linda
    Abolutely DO NOT order from UrbanHom.  This is the WORSE online purchase experience I have ever encountered.  I ordered patio furniture in April of this year with the promise of delivery in 8 weeks.  It is now November and there is still no sign of my furniture.  They do not answer phone calls or email messages.  They take your money right away and do not feel they have the obligation to provide any update on our order.  I have filed a complaint with the FBI Internet Fraud (http://www.fbi.gov/scams-safety/fraud/internet_fraud/internet_fraud) and I am in the processing of filing with the better business bureau.  I have requested a full refund of over $3000 and they have pretty much just ignored me.  

    Please pass the word on to others so they don't end up losing their money like myself and others.
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