1/5

posted Nov-21-2012

The customer service is terrible, both online and at the Lake Zurich store. I wanted to exchange a California King size headboard with a King size that I ordered online and initially I was told I could not exchange it because it was “custom made” (all I did was pick the style, a standard size and color). After I explained to online customer service that nowhere on their website does it state that headboards are custom made, they agreed to let me exchange it at the Lake Zurich store. I took it to the Lake Zurich store where a store clerk told me that the system would not let them exchange it, but they could process it as a return and order me the King size. To make a long story short, they had actually ended up processing the return as an exchange in addition to ordering a new one, so I had two headboards. I made multiple attempts to explain the situation to online customer service, but they refused to return the first one. I talked to the Lake Zurich store manager who initially lied to me and said that they took care of it, but I continued to receive emails that two headboards were being shipped to me. When I talked the same Lake Zurich store manager to let her know the problem was not resolved, she said the return could not be done and that her store clerk would never return a headboard (even though I had the paperwork to prove it) and that I need to take care of this with the online customer service because it was their error. Also, during this ordeal HomeDecorators also posted an additional charge to my credit card that I never authorized that they said was related to the “exchange”. I did not sign anything or order anything and they did not contact me – the charge just suddenly showed up on my credit card statement. This also took multiple emails to the online customer service before it was removed.

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