HOS Home Nightmare

angelaloudon1

Hi All
Hoping you can help, I purchased a bed from HOS Home on the 29th of June and was advised it will take 4-6 weeks to manufacture and deliver.
Last week I contacted them via fb and was informed the bed wasn't yet made and after it was it can take a further 6 weeks to deliver. To which I replied asking for an estimated delivery date, and received no reply.
I have tried calling them, no one answers, facebook messenger, emails, scheduling appointments via facebook & wattapp. To which I have received no reply and they have now blocked me on Facebook.
I have NOW read the reviews online and I am NOT alone, there are so many other customers who are having the same experience I am.
Appreciate if anyone has any experience with this company, and if so how was it resolved.

Paul_DNAP

How did you pay? If by card, then ask them for help in getting your money back as it appears that they have no intentions of delivering your bed.

angelaloudon1

Hi, I paid by debit card... can a reverse be made via bank?

elsien

What do the terms and conditions say about cancellation?

angelaloudon1

In my one response they said I am unable to cancel the order. My concern is the lack of communication, and the sheer volume of online compliants about the same issue. If you place an order in good faith, and are given a reasonable time frame, can they change it with no communication?

elsien

What about the t&cs you signed up to when you placed the order?
Is it a bespoke order?

angelaloudon1

They are claiming it is a bespoke order, yet it is a standard bed, they are still advertising. My concern is the length of time taken to date with no communication. Lack of response to my request for information, and the sheer volume of reviews on trust pilot for people in the same situation. Surely if the bed still isn't made, I can get my money back?

Paul_DNAP

It really does sound like they have, or are going to, go out of business, if they stop responding to all customers like this.


Yes, debit cards can carry out chargebacks, read the article below and make a start as soon as you can:
https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/


Yes, there are different consumer rights with bespoke items, but it's debatable if a bed from a showroom is bespoke or just simply made-to-order, depends if you had options to customize it. Even then your right to have the goods you paid for delivered when they said they would deliver them to the quality and finish they promised is probably the overriding one here anyway. Also, if they aren't responding to your questions and calls then you really have very few options open, you can't even give them one last chance to deliver before pushing for a refund.

DoaM

Did you order the bed by selecting options off their website?

Or did you provide (typed in) specific measurements or other details? (Apart from your name, address etc.)

The latter is bespoke - the former is not. Neither is "made to order" (as mentioned above) - that's just a manufacturing decision by the business rather than holding stock.

If this was an online order (it seems it was) and not bespoke, then cancellation for no charge can be made at any time prior to delivery. This is a legal right.

Raise a chargeback claim with your card provider.