Home Furniture Mart, HFM, Homefurnituremart.com Lousy Service, Care less about Customers, No Clue about Customer Service City of Commerce California

This was the letter and email sent regarding the lousy service this company provides.

To whom it may concern or in your case, To whomever might care:  

I am writing to first of all make sure that you have received notice that I am cancelling my orders, HFM-***** & HFM-*****. I called this morning and verbally communicated that with your lousy excuse of a customer service rep who answered the phone. She is absolutely the worst person to ever answer a phone. If you have folks answering the phone that can't deal with upset customers then they need to find another career. I ordered almost 3k dollars of furniture on 3/2/2014. I ordered the product because it stated it was in stock and would ship within 1-2 weeks. I followed up on 3/19/2014 to find out what was happening with the order. I was told that it would ship on Tuesday 3/25/2014. I explained my displeasure with the fact that I could not understand why something that was in stock had not shipped. I was told that if I did not like it, I could cancel the order before it shipped. I called on 3/25/2014 to double check if the order was shipped and was then told it shipped on 3/24/2014. I was told then that I would be given the tracking information that day or the next day. I did not receive the tracking information. I called the following day and was told that I would get it by the end of the day. I expressed my displeasure again and asked to speak with a supervisor. That supervisor got on the phone and proceeded to just repeat everything I had already been told. I asked and suggested if she could call the manufacturer instead of emailing them or give me the number and she said she would not give me the number but would call to get the tracking number. I was then transferred to the manager I guess but received his voicemail, because apparently he doesn't get in until after 11 am PST. I left a message and also sent an email to sales & support and received no reply or phone call back.

I then called first thing Thursday morning, 3/27/2014, only to find out that now the order has not shipped and is on back order and will not ship until the week of 4/14. This infuriates me as I was told it had shipped. I tried to explain to the person on the phone how angry I was and that through this whole process the attitude of HFM was poor, lousy and has nothing to do with customer service. Every person I spoke with could care less about the fact that I spent almost 3k and all I am getting is the run around and their remedy to the problem was, well you can cancel the order. Well, I have cancelled the order. I will find something somewhere else, but I am letting you know that I will be reporting HFM to the better business bureau for deceiving customers. I will also report HFM on ww.ripoffreport.com and make sure that everyone knows that if you deal with HFM you will get nowhere. You will get unfriendly phone reps who hang up on you, lie to you and care less about any customers. As an FYI, I ran customer service departments of up to 150 phone reps and under NO circumstances would I ever allow people to answer the phone like you have and under NO circumstances would I ever just tell a ”CUSTOMER" to just cancel the order. You should really consider training your phone reps and staff about customer service soon before you end up having to close your doors permanently.

Regards