"The item that we purchased took over a month to arrive at our home, however, HomeElement was kind enough to first send us an email making sure that we were still willing to wait for an extended period of time in order to receive the furniture we ordered. So while we felt a bit discouraged by the delay we feel that HomeElement made up for this by offering us the courtesy of telling us upfront that we would have to wait about a month for it to be shipped etc.
One negative about purchasing from HomeElement is that they contract a trucking company to deliver the item to your home. However they do NOT tell you that the truck driver does NOT actually have to help once it is 30 feet off of the truck etc. So my biggest complaint is being stuck with a 300lb dresser and no help bringing up stairs and into house etc. I would rather pay a few more dollars to have a) prompt delviery and b) professional delivery service bring my furniture (that I paid over $1000 for) into my house themselves wihtout the worry of breaking my back or ruining the furniture bc I didnt know they were simply unloading off of their truck and leaving on my damn sidewalk..."

"After searching the web for exactly the chair we wanted, we found the perfect match at Homelement. They had the Catnapper power recliner my wife was dreaming about listed on-line as in stock. We used the handy live discussion window to verify this, along with prixce and delivery, and placed our order. The chair arrived quickly, in perfect condition, and we are extremely happy. We will not hesitate to use Homelement again in the future, and neither should you. Highly recommended!"

"The furniture that we purchased was a great overall value. The only issue was the time it took to get it delivered. Homelement did a great job keeping us up to date on the order but it ultimately took over a month from the time we ordered until it showed up at our door."

"I highly recommend Homelement products. This July we bought a glider and ottoman produced by the Coaster company. We could not be happier with this purchase and the way it was delivered. The glider is compact (which makes it perfect for our small nursery). It reclines, rocks, and swivels. As a new mom, I find this chair a great find, as it allows me to rock my baby to sleep, while reclining comfortably, and to reach for the things I need without getting up and disturbing the baby. The ottoman comes free with the chair and is an additional comfort feature. The chair was delivered in a week or so. It was easy to assemble and looks exactly the way it was featured online. "

"I reluctantly purchased two pieces of bedroom furniture online from Home Elements. I had been burned by one of their competitors on matching furniture and took a chance. Dealing with Home Elements was so smooth, no glitches, no delays and no damage to the pieces. My daughters room looks beautiful. I fully intend to buy from Home Elements again. I would give them a perfect score"

"I have nothing but positives to describe my shopping experience with Homelement. They provided a accurate description of my ordered product(hutch) along with detailed pictures for visual display. The overall measurements as described were "spot on" and fit perfectly into space allocated in my home. To make matters better they price matched a competitors offer no questions asked upon verification even after I had submitted initial order. I was pleased with their professionalism and how quickly they responded to all correspondence. I would not hesitate to order from Homelement again.

JWC"

"The order was easy to place. The info provided was accurate. The item was not in stock, but was promptly shipped when manufactured. The chair is perfect. Just what I wanted.
"

"Excellent customer service. The reps worked with me to help me evaluate the dining set and the delivery. THe dining set is stylish. I am liking it and looking forward to purchasing other pieces of furniture from Homelement."

"UPDATE

09/05/13 - Received an e-mail from the Customer Support Team indicating that the replacement parts will not be available as expected and estimate the product will ship out from their warehouse on or around 9/12/13. Once again another inconvenience delaying the process on the order placed back in 07/30/13

ORIGINAL REVIEW

I am not the type of person that leaves a review unless I had a really good experience (with exceptional customer service) or a really bad experience. Unfortunately, my order with Homelement.com has been the worst online shopping experience I’ve been through. This is pretty bad since I shop online a lot including purchasing furniture from time to time. Here’s a timeline of my experience to date:

07/30/13 – Placed an order for a Hillsdale Siesta Daybed With Trundle (1017DBT)on Homelement.com.

07/31/13 – Notified via e-mail by the Customer Support Team about problems with processing the order. I purchased this daybed for my parents and requested to ship it directly to them. However, Homelement.com has a policy to not ship products to addresses not associated with the credit card. I understood Homelement.com’s policy regarding protecting its customers and decided to try to work things out with the credit card company.

08/01/13 – Navigated through my credit card’s automated customer service system to work it out this problem, but it took too much time. So I decided to just have the daybed shipped to my home even though it would result in me personally delivering it to my parents’ home.

08/02/13 – Notified Homelement’s Customer Service to deliver the daybed to my home.

08/05/13 – Received an e-mail from the Customer Support Team indicating the warehouse was processing the order and the approximate ship date is 08/06/13.

08/12/13 – Decided to call Homelement’s Customer Service to follow up since I never received any notification that the order was shipped. The representative indicated that the daybed wasn’t shipped yet, but would be processed immediately. I asked why the daybed wasn’t shipped earlier closer to the 08/06/13 date (as indicated on the previous e-mail), but the representative couldn’t provide me with an explanation other than it wasn’t shipped yet. Received an e-mail from the Customer Support Team indicating the warehouse was processing the order and the approximate ship date is 08/13/13.

08/15/13 – Received an e-mail from the Customer Support Team indicating there was a delay in the shipment department and the daybed would be shipped by 08/16/13 the latest.

08/16/13 – Received an e-mail from the Customer Support Team indicating the daybed was shipped on 08/15/13, it would be delivered by a freight company, and it was my responsibility to inspect the packages thoroughly prior to officially receiving it from the freight company. In addition, the e-mail detailed procedures in the event there was damage to the packaging.

08/19-20/13 – Coordinated with the freight company delivery of the daybed. Since the freight company only delivers Monday – Friday, I had to take some time off of work to receive the delivery (another added inconvenience of not having the daybed delivered directly to my parents’ home).

08/21/13 – Received the delivery from the freight company. I thoroughly inspected of the packages as instructed by the Customer Support Team. A couple of the boxes had damage, but the daybed was fine so I signed off and received the shipment.

Personally delivered the daybed to my parents’ home and began assembly. I completed assembly of the back of the daybed and the mattress front/rear support beams to the arms and noticed that none of the pre-drilled holes were properly aligned. The back of the daybed has two pre-drilled holes on each side even though there is only one bolt required to attach the back to each arm. Neither one of these holes properly line up with the arms of the daybed. In addition, both the front and rear beams that support the mattress did not line up. All four of the bottom bolts (two in the front support beam and two in the rear support beam) did not properly secure the support beams.

I triple checked to see if I was not properly following the instructions, but it was clear that these pieces did not line up properly. I proceeded with documenting the problems, taking pictures of the problem areas, and sending this information to the Customer Support Team via e-mail.

08/22/13 – Received an e-mail from the Customer Support Team apologizing for the problems and indicated that my e-mail along with the attached pictures was forwarded to the Claims Department who will review my claim and follow up with additional details. The Claims Team e-mailed me confirming receipt of problems/photos, apologized for the problems, and indicated that the manufacturer will be contacted.

08/23/13 – Received an e-mail from the Claims Team indicating that replacement parts will be sent. If the parts are received in good condition, I can dispose of the defective pieces. Sent a follow up e-mail asking when the parts will be shipped and procedures regarding notification and tracking.

08/26/13 – Received an e-mail from the Customer Support Team indicating the estimated shipping date is 09/05/13 and I would receive a tracking number the next business day once the item has shipped.

Since Homelement.com decided to send replacement parts, I am going to start assembly of the trundle to see if there are any issues with this part of the daybed. As you can see with the timeline of my experience, it is almost a month since I placed my order. There are numerous problems with this order due to issues with this company including processing problems due to security issues, delays in processing the orders without explanation, delays by the shipping department, problems with the product, and Homelement.com’s inability to send replacement parts in a timely manner. One or two issues may possibly be bearable, but this is too much. In addition, I’m still waiting to see if there are other problems such as additional delays, assembly of trundle, having to take off work again to receive the replacement parts, problems with the replacement parts, etc. I’m sure that some of these issues may be beyond Homelement.com's control (e.g., getting replacement parts from the manufacturer in a timely manner, inability of shipping company to expedite shipment, etc.) and I’m just giving them the benefit of the doubt. However, with such a long laundry list of problems, I am very disappointed that Homelement.com is unable to correct these problems quickly or at least do everything they can to do some type of damage control."

"I would like to say that I have never purchased furniture on line before. I was very leery of doing so but decided to take a chance because the price on the items I wanted at Homelement was the lowest I found anywhere. The lounge chairs I purchased were delivered without a hitch and they were in perfect condition. I would not hesitate to order from them again. Great experience!

Sincerely,

Corinne Gafner"

"We ordered a TV cabinet. They had the best price on the internet by far and the item was shipped very quickly. We got a confirm of delivery and the company that they used showed up on time and the item was wrapped really well. Great!"

"Will never do business with again, ordered $2000.00 worth of merchandise which for the most part was fine. Delivery was timely and all but one piece were in good shape. the one piece being a coffee table that had multiple scratches on the table top. now after explaining that yes there was some damage to the box the Styrofoam pad between the box and the item was undamaged so the expectation was that the items was fine. when i removed the item from the box , explained the situation to them and included pictures (which by the way show box damage in one area that could not possibly affect the two places where the scratches were) they refused to replace it stating that damage was not noted on the package slip at time of delivery. they offered to send filler stick and a touch-up marker. I don't consider them to be a customer service friendly company. they want your money and then would prefer you go away.
BUYER BEWARE!!!!!!"

"Great customer service and timely delivery! Was a pleasure to deal with!"

"My Homelement experience was an asset to me in several different ways. 1-The product I bought was $200 cheaper than the exact same product in my local furniture store. 2-Ordering was very simple and easy. 3-Delivery was free and was on time as stated. (less than 2 weeks). I did not have to take unnecessary time off work to wait on delivery company because the delivery time was on time as scheduled. 4-Delivery person was very professional and patient. He patiently waited for me and my daughter to open all 3 boxes and inspect the product, which was complete and undamaged.5- I ordered a daybed with trundle but did not know the depth of trundle, so I did not know how thick the mattress could be and still close the trundle. I called Homelement 1-800 number and asked about mattress size. After researching it on her own, the representative said she did not know and asked me if I mind holding while she contacted the manufacturer. Within a couple of minutes, I had an answer to my question.

In the future, I will definitely compare furniture store prices to Homelement. I will buy from them again and I highly recommend this store to other consumers."

"Abosultely AWFUL! I placed an order early May 2013. They sent several emails saiying they could not process my order and I needed to contact my bank to further the process. It was such a hassle that I never took further action. Homelement shipped and billed me for the order in late July 2013 that I never authorized. I will NEVER buy from this company ever again. The customer service represented tried to get me admit to something on the voice recording that never took place. I plan to sue them based on principle! "