HOM Furniture Customer Care: A Complete, Practical Guide

How to reach HOM Furniture customer care

If you need help with an order, delivery, service visit, or billing, the fastest starting point is the official website: https://www.homfurniture.com. Use the site’s customer service or “Help” links to access order lookup, chat (when available), and forms to request service on damaged or defective merchandise. For store-specific issues (such as in-store purchases, pickup coordination, or local delivery questions), use the Store Locator on the site to find the showroom’s direct phone number and hours.

When contacting customer care, have your sales order or web order number ready, plus the name, phone, and email used at purchase. If your concern involves damage or defects, attach clear photos and, when relevant, short video clips. In many cases, customer care can resolve straightforward requests in one interaction if they have the right data at hand.

What to include in your first message or call

A detailed first contact minimizes back-and-forth and speeds up scheduling, replacements, or refunds. Customer care teams typically prioritize complete submissions because they can immediately assess eligibility for exchange, repair, or credit.

• Order identifiers: Full name on the order, order number, purchase date, and delivery/pickup date.
• Product specifics: SKU(s), model name, dimensions, color/finish, and quantity affected.
• Evidence: 5–10 photos showing the full item, the issue close-up (include a ruler/coin for scale), packaging labels, and any damage to boxes if applicable; short videos for mechanical issues (recliners, adjustable bases).
• Timeline: When you noticed the issue and whether it was upon delivery, after assembly, or after normal use (include exact dates).
• Environment: Flooring type, doorway/stair measurements, and assembly location for service tech planning.
• Resolution preference: Repair, exchange, part replacement, refund, or credit—state your ideal outcome to speed decisions.

Order status, delivery windows, and scheduling tips

For in-stock items, delivery in many Midwest metro areas often books within 3–10 days, with specific zip codes offering faster windows. Special orders and custom upholstery commonly run 4–12 weeks depending on fabric availability and supplier production; solid wood dining and bedroom can be 8–16 weeks due to finishing lead times. If you’re working toward a move-in or event date, contact customer care at least 14 days in advance to coordinate.

Delivery service levels vary by market but typically include threshold/garage drop-off and white-glove in-home placement with assembly. Expect threshold delivery in the $79–$149 range and white-glove in the $149–$299 range for standard routes; stairs, ultra-large pieces, and rural mileage may add fees. Always measure doorways, hallways, elevators, and turns; a 36-inch doorway and 90-degree turns are the most common constraints. If something may not fit, ask customer care for a fit assessment before delivery day.

Returns, exchanges, and cancellations: timelines and costs

Return and exchange eligibility varies by product category. As a rule of thumb in furniture retail, unopened décor and small accent items are typically returnable within 7–30 days, while mattresses, adjustable bases, custom orders, clearance, and “as-is” items are often final sale or governed by special programs (e.g., comfort exchanges with transport fees). Many retailers assess a restocking fee of 10–25% on furniture returns that are not due to defect or damage, and delivery fees are usually nonrefundable once performed.

If you must cancel a special order, do it before the vendor submits it to production—often within 24–72 hours of purchase. After that, cancellations may be restricted or carry a vendor fee. According to NRF’s 2023 report, the overall retail return rate was 14.5%, but furniture rates are lower because of size, customization, and delivery costs—another reason to measure, confirm finishes, and review fabric swatches before ordering.

Fastest path to a smooth return or exchange

• Report transit damage within 24–48 hours of delivery; keep all packaging until customer care confirms next steps.
• For defects discovered after setup, contact customer care within 7 days with photos and a clear description; many manufacturers’ warranties require prompt notification.
• For change-of-mind returns (if allowed), request authorization first; never return items to a store or warehouse without an RMA to avoid delays.
• For exchanges, clearly indicate if you prefer pickup with swap vs. drop-off and later pickup; this affects routing and timelines.

Warranty and protection plans: what’s typically covered

Most furniture manufacturers offer a 1-year limited warranty on workmanship and materials. Upholstery frames often carry longer coverage (sometimes up to lifetime on hardwood frames), while cushions, suspensions, and mechanisms are commonly 1–5 years. Adjustable base warranties are frequently tiered (e.g., 1–3 years full coverage, then limited coverage up to 20 years). Finish checks, natural variations in wood, and normal wear are usually excluded. Customer care can verify the exact warranty for your brand and SKU.

Retail protection plans typically run 5 years and focus on accidental damage (stains, rips, burns, certain pet damage, and mechanical failures not covered by the manufacturer). Pricing commonly ranges from $149 to $499 depending on the ticket and coverage tier. Keep your protection plan contract and register it if required within 30 days; claims often have submission windows (e.g., 30 days from incident) and documentation requirements.

Service appointments and parts: realistic timelines

After you submit a service request, expect 1–3 business days for triage and scheduling in most metro areas. A technician may first perform a virtual assessment using your photos/videos. If parts are needed, domestic parts frequently arrive in 7–21 days; imported parts can take 3–8 weeks. Customer care should provide an ETA once the vendor confirms availability.

For recliners, sleepers, and motion furniture, the most common parts are motors, transformers, cables, and mechanisms. For case goods, hinges, drawer glides, and touch-up kits are standard. If a repair isn’t feasible within a reasonable time, customer care may propose an exchange or partial refund proportional to the issue; having your preferred outcome in writing helps accelerate the decision.

Financing, billing corrections, and deferred interest

If you used a store-branded credit account through a third-party lender, review your financing terms on your receipt and lender portal. Promotional financing often includes deferred interest: if the balance isn’t paid in full by the promo end date (commonly 6, 12, or 24 months), interest can be charged retroactively at standard APRs (often 25–30%). Set calendar reminders 30 and 7 days before the promo end to avoid surprises.

For billing corrections (duplicate charges, incorrect tax, or delivery fee changes), contact customer care with your receipt, card last four digits, and a timestamped screenshot from your bank if available. Most processors allow a reversal or adjustment within 3–10 business days. If a refund posts as a new credit instead of a reversal, keep both the credit memo and the card statement for your records.

Price match and price adjustments

Many furniture retailers offer a limited price match against identical in-stock items from authorized competitors and a post-purchase price adjustment if the retailer discounts the same SKU shortly after your purchase. Ask customer care to confirm the window (commonly 7–30 days) and required proof (e.g., dated ad or live product page). Exclusions typically include clearance, open-box, marketplace sellers, and membership clubs.

Act quickly: send the competitor link or ad screenshot while the price is live. Ensure the item matches in brand, model, finish, and configuration; small differences (power vs. manual, fabric grade) often disqualify a match. Customer care can verify whether freight and assembly are included in the competitor’s offer to compare apples-to-apples.

Escalation and documentation best practices

If your issue isn’t resolved after reasonable attempts, reply in the same email thread to keep a single paper trail, summarize the timeline in bullets, and restate your requested resolution. Ask for a case or service ticket number and the next promised update date. If you have multiple issues (e.g., delivery damage and a missing part), separate them clearly so each can be tracked to closure.

For escalations, politely request review by a senior agent or customer relations. Provide a concise, fact-based summary with order numbers, dates, and supporting photos. Maintain cooperative tone—well-documented, solution-focused messages tend to receive faster, favorable outcomes. When resolved, ask for a written confirmation of the agreement (replacement, refund, or service appointment) and keep it with your purchase records for the duration of your warranty or protection plan.