Defective product and bad customer service. Stay away!
If you have a problem with an item ordered from Homary you really have a big problem because they only give you the run around with repeatedly asking the same questions and proof of the problem with photo's and video. We bought a deluxe toilet (with heated seat, build in washlet, automatic flushing etc) for 800 euro that was defective from the first day. It would not flush well every second flush or so (now a few weeks later it does not flush well every single time). We contacted customer service and at first they were very responsive and apologetic. They assured us they were going to resolve the problem... After a few weeks (and many emails back and forth) they send a replacement part that looked very different from the original and did not fix the problem. After I reported this they again apologized and promised they would resolve the problem after contacting the manufacturer. They kept asking to provide the same information and video & photo's over and over again (that I provided every time). We are sending emails back and forth over 10 weeks and now they completely stopped answering any of my emails a week ago. So I received a defective (800 euro) product and only empty (copy paste / AI) promises from customer service with "sincere apologies for the inconvenience" over and over again but without offering a real solution. When I see the reviews on Trustpilot I notice they have over 20% 1 star reviews and almost all are about defective products and a bad customer service not resolving the issues. Their replies to these reviews are a joke; all identical copy paste texts without addressing the factual issues. Probably AI generated. So buying from Homary is a lottery; you are lucky when you receive a working product and don't need customer service. If you'r not so lucky and need customer service you are really out of luck and stuck with the problem. Better stay away especially for expensive products! Follow up; within hours of publishing my review I received an email from Homary offering a new replacement part that should fix the problem. Indicated ATA 4 - 6 weeks... That is a long transit time for a small part (a valve). I'll update my review once this has arrived and tested. Homary also responded here on Trustpilot. More apologies and again (for the forth or fifth time) asking for video that I provided already every single time they asked for it... (:-(( Update 4 weeks later; new replacement part arrived and fixed the problem. This problem should have been diagnosed already from the first video that I send when I reported the problem. Instead it took many emails, assembling and adjusting a wrong replacement part and finally installing the correct part to fix a problem that was there from day one. Luckily I was able to install te parts myself. Should I have needed a hired technician it would have cost me 3 visits and work hours to install the replacement parts. While waiting for the second replacement part I even got an offer for a 70 euro refund if I removed this review from Trustpilot or upgrade it to a 4 or 5 star review... So 4 month after installing our new toilet we finally have it working correctly and I upgraded my review to a 2 star. Product is finally working but it was a real struggle to get there!