Beware of Complaints: Misleading Claims, Refused Refund & Property Damage
I can only strongly warn potential customers about the customer service of Homes r us. We have previously been loyal customers who exclusively furnished our home with their products, but their handling of complaints is completely unacceptable.
A delivered dining table arrived with severe defects. A replacement was denied under the claim that it was the last available discontinued piece. Relying on their statement that no exchange unit existed, we reluctantly agreed to an on-site tabletop repair so we could keep the table.
The disappointment was immense:
1. No Resolution & Property Damage: The defect on the table was not resolved—it was made worse. Furthermore, during their work, the technicians stained our newly purchased sofa and dining chairs with chemical polish (which we could only remove later through significant effort of our own).
2. False Claims: The Escalation Team repeatedly claimed in writing that an on-site inspection took place and that everything was confirmed to be in "good shape." However, a look at the Job Card clearly shows that the designated Customer Signature field is COMPLETELY BLANK. The technician's internal attendance note was falsely twisted into a "customer quality approval." Additionally, they falsely claimed to have originally offered a product exchange, which is completely untrue.
3. Absurd Handling: Instead of collecting the damaged, unusable table and issuing a full refund, weeks of back-and-forth ended with them dismissing the issue and trying to push a meager 200 AED store credit.
We have now formally escalated this entire case to the Dubai Department of Economy and Tourism (Consumer Protection / DED).
I have never experienced such disgraceful behavior toward customers from competitors like PAN Home or Home Centre. Deeply disappointing.
