Reviews

I bought a bedroom set and the workmanship is horrible. I have bought furniture from them 18 years ago was great no issues so I trusted them got busy with life events and end up seeing the damages on the them later which was two days later than the time frame. The time frame was 7 days. They decided to give me another set so I exchanged it with a different one and that one was messed up too uneven workmanship and a lot of scratches. They still refused to return my money in which it cost me over $2000 dollars. They send a third one and stated that they will not replace it again and a lot of scratches again. There was nothing else for me to choose and ended up getting only $300 dollars back as a credit so lost my money because I am not sure what to do with these furniture. I hope no one else falls for this and I will never go back again.

Thank you for bringing this to our attention. We do apologize for the experience you had with your recent purchase. With claims of damage or issues with the furniture, we offer customers the opportunity to exchange the defective items with a new one in the same collection or service to repair the problems. We reviewed the account and saw you were offered 2 reselections for a different bedroom set of your choice with credit from the returning items. The reselection was offered due to issues raised in our calls about quality. By accepting the reselections, unfortunately, it became a warranty issue and is no longer eligible for return/refund. For the second reselection, the same items were requested for replacement and arrived with some damage. You were offered and accepted a credit of $300.31 to keep some of the items as is. Although we cannot provide a return for a refund due to the accepted credit, we can assist with the other items within your manufacturer warranty period through services. Certainly, we will utilize your feedback to make improvements and adjustments in the future to ensure all customers have a pleasurable transaction with us.

My wife and I settled on a sofa for $999.99 during a 4th of July sale. The billing was ODD. Salesman ************************* had added an extended warranty for $149.99 without our acknowledge or consent. I mentioned that we did not choose an extended warranty. ****************** explained that the removal of the extended warranty will increase the cost of the sofa by $149.99. I asked why there is an odd need for an extended warranty charge to keep the sales price of $999.99 so that the net effect is that the sofa is not really on sale for $999.99. I bought back the sofas sale sign. ****************** explained that the sales price is for a left side footrest section, not for a right footrest section, and he needs to raise the price by $149.99 to cover a right side footrest section and, if he removes the extended warranty charge of $149.99, he will need to raise the sales price by $149.99. That explanation is understandable, different sided footrest sections may be priced differently. However, ****************** newer explanation still incorporates an extended warranty charge of $149.99 or, leaving the extended warranty out, a sales price increase of $149.99. Since my wife wants the sofa, I signed the contract. At home, thinking about the odd transaction, I called the store, was routed to a customer service call center, and requested an order CANCELLATION. The service representative (rep) stated that she has canceled the order. I requested an emailed cancellation confirmation. The rep stated that she will immediately email a cancellation confirmation. After 47 minutes, there is no email. I phoned again and explained that a first rep has not emailed a cancellation confirmation. This second rep explained that the first rep DID NOT CANCEL the order but only forwarded a message to salesman *******. Again, I directly requested an order cancellation. This second rep sincerely apologized, complied, and emailed a cancellation confirmation.

Hello, we greatly appreciate you taking the time to provide your open and honest feedback. We would like to extend an apology to you for the experience you have had. Protection plans are an optional 4-year plan we offer customers if they experience accidental damage during the first 4 years of owning the sofa. This is sometimes referred to as an extended warranty, but it does not cover issues the way your manufacturers warranty does. It is still an option that you do not have to agree to add. We also apologize for the actions taken by the first representative. Our customer service representatives only ask the salesperson to help cancel the order if something is preventing them from committing the cancellation. Despite this, they should have communicated to you that they were not able to cancel it while you called in. We appreciate that someone was able to accommodate and assist you with canceling the order. Certainly, we will utilize your feedback to make improvements and adjustments going forward to ensure all customers have a pleasurable transaction with us. Thank you again for detailing what transpired.