HomeCinemaCenter.com
Reviews and Complaints

I ordered a dining table set from HomeCinemaCenter.com in November 2020. Due to the supply chain issue, my order was not delivered until May 21 - but the wrong table was delivered. I contacted HCC.com and they indicated they would have to order the correct table. Three times - after each date passed and I had to email them - they updated their expected arrival date. No correct table has arrived to date, and the last arrival date they provided me was back in May 22. They are no longer responding to my emails, and can't be reached by phone.

I purchased a dining set from Home Cinema Center on 4/26/22. Their website stated that most orders are processed within three days and shipped within seven days.

On May 2, I did not hear anything or see any changes on the order status webpage, and I called about the status of my order. The customer service rep, a man, was extremely rude and hung up on me within a few seconds of the call. I sent them an email asking about the status since the person rudely hung up on me.

On May 3, I checked online again and saw no changes to the status. Therefore, I again called their customer number, and the same person was rude and told me to be "patient" and hung up on me. I called back and only got their voicemail. I also sent an email asking about the status.

After getting no response from them, I contacted the BBB online on 4/4/22 and sent a complete.

Home Cinema Center finally sent me an email on 4/4/22 about my order status, stating the order is now on backorder and will approximately ship on August 6. They have lousy business practices, and I feel they've used the "bate and switch" practices, which is unacceptable. I ordered the dining set as I needed it now, not in August. I want a full refund from them, but there is no way of getting a hold of them, and they won't respond to emails.

Please help as it's a lot of money and they cannot treat customers this way. They're awful.

I don't usually leave reviews or complaints but after I read the BBB and reviews before ordering, I called to double check that the pieces of furniture were in stock and tried giving them a chance despite their reviews. After multiple abrupt and rude customer service calls after no updates... always answered by the same individual with no help... after several weeks, I was told that the set was not in stock. Most unprofessional company I've dealt with in a long time and one rude individual to deal with!

I ordered a dining set on November 4th. I have left multiple phone messages and no call back. Answering machine. One page on my account shows backorder another page shows processing. I have no idea what is going on, but i have lost all patience. My order #is 46631 and cost is $1169.64. I need an answer on my order, ship or cancel order. My phone is [protected]. Please advise what you are considering CANCEL?

I called Home Cinema Center to inquire about a Catalina 5 pc library wall with optional ladder. I was told it would be white glove delivery before I placed the order online. However, when I received my shipping info for this exact order, my order did not indicate white glove delivery anywhere. It showed standard. When I called Home Cinema Center about my order, I was then told I could add white glove for an additional fee. Every Parker House library wall on their website shows free white glove delivery. The unit I ordered showed white glove delivery. They have removed my unit from their website. They made a mistake with my order and shipped my unit with standard delivery and want me to pay extra for white glove service. They refuse to correct their mistake. I have sent several emails to them with little response. My emails have included examples from their website of the white glove service and of their policy. I have requested to speak to a manager. No one will call me. No one will forward my emails to management. Customer service has been nothing but rude and dismissive. When I called December 29, 2021, I asked to speak to a manager and the owner. The agent who answered the phone refused to let me speak to a manager or the owner no matter how many times I asked. He stated that if I canceled my order that I would receive no money back, that I would be sued, that his word was law, and then he hung up on me. I was going to order another library wall, but this company will never get my business again. I cannot believe the response I have been getting from them after I've spent almost $4, 000. I don't know how I can be refused the option to speak to management or the owner.

Please do not waste your money on the extended warranty. I have been trying to make a claim for months. I was told that I needed to send pictures of the damage which I did, several times. I did close-up pictures so they could see the actual tears. The gentleman was so rude. He told me my pictures didn't help. They that they needed a big picture of the entire set. It would have been nice if some had explained that months ago and his tone was very unprofessional. Nevertheless, I will send a big picture. I told the man he was very rude with his tone and he hung up. Wow! Terrible customer service. I will be writing a Google review as well as a yelp review on this company

I ordered 2 recliners (order40064) from Homecinemacenter.com in Oct 2020. Received delivery in May 2021. Opened both boxes fining protective plastic bag off one chair back which rubbed against top of shipping box. Resulted in fabric being worn thru damaged. I requested that the back be replaced or sent back for repairs. The contact phone number person said email the, I have been doing do following each of their requests for proof of damages upon delivery. All directions followed. Today I spoke to them and asked to speak with supervisor. I was told there would be a 2-3 hour hold time on the phone. I am being jerked around by this company on getting my chair fixed. There responses and lack of responses is both disrespectful and wrong.

R&L carriers delivered my table set on 12/16/20 the set was missing 1 box that would have 2 chairs in it. The truck driver pointed this out to me. One of the packages on my pallet was a bag of molasses? I think. Any way the driver wrote on the delivery recipe that short 1 box of chairs. He said don't worry they will take care of it. So I have been waiting patiently. So a month later I get a call from R&L carriers and they told me that I have to call Home cinema center and they gave me a reference number 286629. So I did call them and they don't seem to care and want to know why I waited a month to report it. I sent them a Email explaining the whole thing and even sent them a picture of the receipt that says short 1 box. I sent the Email to Kelly at [protected]@homecinemacenter.com

Do not buy from this company! Received no confirmation of my order yet my payment was processed immediately. Called to get info and spoke to a complete [censored] of a man that had a nasty attitude and hung up on me when I asked him to give me a moment to write the order number down. Called back several times and no answer.

I placed an order with Home Cinema Center in May but have not received the order despite giving them my credit card info. I have called repeatedly but their customer service agent keeps talking when I am asking questions so I can't hear his response. He's just rude. I asked if I could speak to someone else and he said no, said he was going to cancel my order and hung up on me. I'm afraid this man must be ready for a break down. I just want an order update but he is the only one answering their phone so I can't speak to anyone else. Unfortunate. I don't know if this is normal or not for this company.

They have lost my order over three weeks late on the delivery, will not return my calls or emails. I am canceling through my credit card company, but wanted to warn others! I have been trying to track my order but the site was not updated. When I call they are very rude. Now they just aren't answering. So I have been emailing. Finally got through to the shipper and was told, oh yeah, we notified HCS that the order never arrived in Orlando three weeks ago. Home cinema center should have called me immediately to let me know and also to let me know how they intended to resolve the issue.
Nothing. Terrible customer service.

Placed an order on June 20th for a sectional that cost over $4k and was told multiple ship dates in a 3 week period made numerous emails and phone calls and was told different things every step of the way. Finally cancelled order that never shipped mind you nor did it finish processing but hit me with a restocking fee of 20 percent which do the math is pretty hefty for something that never left their warehouse or was even completed by the maker they claim it was a special order however I ordered it exactly how their website displayed it? I have followed up with at least 6 additional emails asking for the restocking fee to be credited as they haven't provided me one piece of evidence that my order had even started to be worked by the actual furniture maker as they claimed my stuff had to be "made". Long story short they are a joke and come across as scammers to me. Buyer beware buy at ur own risk. Once they have been paid they will find any reason to keep your money! I have even filed a BBB complaint on them as they have a history of doing this but ya know I was hoping our order would be different obviously not!

Complaint Description:
In January we ordered an entertainment center (two pieces). When delivered in March, without any prior notification, one box of two was damaged. One can clearly see two holes, presumably made by a forklift. This was documented on the shipping label, also signed by shipping company.

I waited to notify company until we opened it (a couple days), hoping the piece escaped damage. It did not. The front of the top piece, the hutch, was damaged beyond repair. I emailed photos to Home Cinema Center. I never heard back. Periodically I called, but HCC doesn't answer their phones. I understood HCC would need to contact the manufacturer and the shipping company, and assumed they were reviewing the issue.

After 6 weeks, I was growing concerned. I sent *another e-mail with stronger language. I also called during business hours. I was kept on hold until 4:01 and informed that customer service closed at 4:00. Finally, the next day, I received a terse reply from HCC, denying having heard from me or receiving anything. I again provided photos and supporting documentation.

When someone responds, the correspondence is barely civil. I can see from complaints here and other places online that this is a pattern and a problem with Home Cinema Center. We need a replacement for the broken piece. We have all the documentation and photos.

Your Desired Resolution:
We'd are seeking a replacement for the broken piece of the furniture we ordered.

I called and, spoke with mark. I placed my order and, it didn't go through. I think there is but, one customer service rep. Mark or john is his name. Very rude and, unethical. I called a few times and tried get another person. He is the only one answering the phone, I asked to speak with a supervisor and he said I was gonna be placed on a do not call list

Yesterday I got a damaged table (its leg was split into two parts right in the half). I contacted them to let them know and was treated in a very rude manner by their representative named jenny. She couldn't give me a straight answer what I had to do next and she also refused to transfer me to someone who could really help me out. She was very ignorant to me and made me feel really bad as if it was my fault. All of a sudden in the middle of our conversation when I started to ask her to let me speak to someone else, she without saying anything at all just hung up on me.
This person deserves to be fired. The way she treats customers is simply unacceptable.

Why say you ship the items out within a couple of days, if in fact, it takes weeks?
Are there people who experienced your fast shipping? I haven't found any review about this. My item hasn't shipped yet and I don't understand why. It's really strange.
Their representative didn't confirm that the item was out of stock (I just assumed that maybe it as the reason). But he also didn't say why the item is still in the warehouse.
Beware, people. Don't spend your money on this crap!

These guys cancelled my order and never even bothered to contact me and tell! I'm very disappointed with homecinemacenter and find them highly unprofessional. Ordered something from this website www.homecinemacenter.com and my order was cancelled. I contacted them because shipping was taking too long and I wanted to know why. Only then I found out what the real reason was. I guess they tried to scam me or something. Would not recommend homecinemacenter to anyone!

It is always the same rude, and childish guy that answers the phone no matter when you call the company contact number [protected]. He will not even identify himself when you call.

His name is most likely marc burnetter according the bbb and facebook who indicate he is or was the sole proprietor of
“homecinemacenter.com”. The bbb is currently “evaluating” his business if you go to their website. This is clearly a home based business using a cheap website and a ups post office box as their business address. Check into it yourself. His address according to the bbb is 730 main st. 379 north myrtle beach s.C. It lists both to his business and the ups store at that location.

In e-mail correspondence the man identifies himself only as "kelly-account manger". Whatever is actual name is he has been leaving a trail of complaints with unsatisfied customers since 2004 if you can believe that. I don’t know but it is my opinion, that this is likely a 40 year old guy sitting in his mom's basement, in the glow of a food soiled computer screen keyboard, eating hot pockets and acting as an online distributor for several separate furniture manufacturers. He does nothing, except place the orders with furniture manufacturer wholesalers. If you ask him to intervene when something goes wrong fasten your seatbelt for absolute frustration and a nasty attitude, if he communicates with you at all.

In my case I ordered an upholstered leather office chair $400 and a $1000 desk. The chair arrived badly damaged, with both wooden arms broken and the desk came with wrong parts and it could not be assembled.
I immediately contacted “home cinema center.com” to request a solution to the issues at the time the items were delivered and unpacked at about 1230 pm central time on 07/25/2016. The packaging for the items was in good condition with no holes, dents or visible damage. Upon opening the box with the chair I discovered both wooden arms on the chair were snapped clear through. One of the chair arms actually had a sloppy hole drilled through it that looked like a botched repair. When I opened the desk boxes I found the desk was shipped with two left drawer base units and it therefore couldn't be assembled to the desk top.

The items arrived at 1200 noon on 07/25/2016. I called the company immediately upon discovery of the issue at about 1230 pm a half hour later. The man on the phone, be it “kelly” or “marc”? Or whoever the hell he is was very rude and short with me on the phone, demanding I send him email "proof" to verify “my claims”.

He then hung up on me twice refusing to provide any explanation of what the return process was or any apology for the defective merchandise he was responsible for delivering to my home. He was snide and sarcastic and dismissive. I immediately sent the photos of the chair and desk parts at [protected]@homecinemacenter.com. He never sent confirmation of receiving the photos. I called again on 07/26/2016 to find out if he got them and “kelly/marc” again refused to speak to me about how my issue was going to be resolved and refused to even confirm receipt of the photos I sent by e-mail the day before. It is always the same person. He has a very recognizable voice and crappy attitude.

The company has a 7 day return policy and he refused to discuss what will be done to resolve this issue. When I asked if they received my photos he did not answer my question and stated I would have to call back tomorrow during business hours because he would not take a complaint after hours. He continued on to say it would take three to five business days for him to respond by email.

I have repeatedly demanded they pick up the defective items and ship me appropriate replacements or provide me with a full refund.

After a couple days “kelly/marc” responded by e-mail after I explained I would be forced to reverse the credit card charges in 15 days if he did not take appropriate corrective action.in his response, he demanded I return all the items, repack them, strap them to the pallet, send him another photo of it completed and he would send a truck to pick it all up.

He continued on to say if I refused he would call the police to report these broken and mismatched furniture parts as “stolen merchandise”. He also claimed to file an ic3 fbi internet crime complaint against me “for internet fraud, slander and/or liable” when I reported his action to the bbb and several other consumer protection online review sites like this one. I feel obligated to warn you of his conduct before you fall prey to his heavy handed business practices and horrible customer service. He also threatened to sue me and claimed that he has handed my file over to his attorney.

There are scores of other customers with similar complaints at tons of consumer websites. Just type “homecinemacenter.com complaints” into your internet browser and you will see literally 100’s of complaints on a dozen or more consumer websites about this company’s rudeness, and poor customer service after the delivery of shoddy and broken furniture.

When I attempted to post an honest review of his activities on the homecinemacenter.com site, set up for that purpose for its customers, it of course was not posted. Apparently he will only post positive reviews on his website so it appears all his reviews are all glowing and positive. Please dig deeper people. I should have known better but assumed if there were negative reviews they would be displayed on the homecinemacenter.com website. Not so, by a long shot.

All items I ordered were paid in full in advance, so there is no reason I would lie about having received defective products. I will post photos if this site allows it.

Look, I get it. Things go wrong in commerce sometimes. Broken and unusable products can happen to any distributor but my issue is with the completely unprofessional and unresponsive attitude by marc burnetter or his current representative account manager “kelly” when I attempted to resolve this issue.

Stay away, this guy marc or kelly or whatever his name is does not want to assist you in a reasonable way if things go wrong with your order. He is simply the worst online retailer and this is the worst purchase I have ever made.

Do not buy furniture from www.homecinemacenter.com! I have ordered two office chairs and received only one! It was in a terrible condition, leather was literally turn apart, one of the legs just fell off! I contacted them so many times but no one ever answered! The second chair never arrived!
This is the worst company to deal with and I have no idea how to get my money back. I even tried to leave a review on their website but it was never posted! Avoid at all costs!

I was in search for a sectional couch. Stumbled upon home cinema center. I searched for price (lowest to highest). The lowest price I saw was $79.00 for a red leather sectional. Of course, I was very excited! I made the purchase and waited the 2-3 business days to receive my couch. 3 days went by... So I called to check the status. Guy says my ordered was cancelled but i'd sure received a confirmation that I was charged $79.00... However it didn't appear on my bank statment (thank goodness!). Guy says "you never ordered anything"... Even though I had an order # and everything, of course at the time I was thinking it charged me. Went back to the website to see if I missed anything, didn't see the fine print on the side bar that you had to "add" to the order... Yeah it was not obvious at all.

Anyways, I didn't get a pleasant or comfortable vibe from the customer service rep, who I spoke to twice each time I called. He was very short and very unconcerned. Didn't make me feel like that was a business i'd want to give my money to. So, I won't be giving it another shot. Just will from now on go with business I can trust and are well-known.