4 Customer Reviews
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Review from Joni A
1 star03/24/2023
Do not buy anything from this seller. We bought an ****** table and chairs and paid $100 dollars more than what ****** was asking as manager told us he had it in stock and would deliver it same day. No delivery time so we stayed home all day only for them to show up at 5:30 in the evening. Table had a nick in it and the leaf of table did not fit. Tried to call store, hours showed open till 7:00, but not answer. Got in car and drove to store arriving at 6:15. Store closed but delivery people still there. Told them table was defective and he said to call Wednesday as they decided to take long weekend. Called first thing Wednesday morning and was told they would send someone out that day or Thursday. No show, called Friday and was told they had another one in warehouse and again would deliver on Saturday. Stayed home all day only to have delivery at 7:00pm. The table they delivered was the one they had on the showroom floor, which I told them I did not want when we were in store, as it was scratched. They called manager and was told to take both tables. Left without any table and was told 2 to 6 weeks for another one. After paying $100 dollars more because they had in stock I had no table and we where eating on TV trays. Finally got my table but it was not put together!! When talking with the manager he was very short with us and really did not care that we spent $100 more for product, for same day delivery, or that it was not assembled when we finally got it. He was very short with us and unprofessional. Will never buy anything from them again.Review from Elliesia B
1 star01/27/2023
I see the issues with this companies moral and the warranty is a trend. To sum it up. Do not purchase a warranty if you purchase furniture. Our furniture started to separate at the seams as we are family of 7. So obviously we would opt for extra coverage. But was unable to use it due to Edward convincing himself we had INTENTIONALLY "ripped" the seams open. If I could provide pictures here I would, that would PROVE this was clearly regular wear and tear for a family of our size. 0 put of 10 would not recommend! They did offer store credit in the amount of purchase or something like that but I prefer to just not deal with this type of energy again nor spend another dime. I purchased the coverage to be used due to having such small children who are always at home due to homeschooling. Who would intentionally damamge thousand dollars + sectional. Money wasted!
Furniture Innovation, Inc. Response
05/16/2023
Seam separation is explicitly not covered as well as wear and tear. It was in the documents we provided. No store would cover this or offer a credit. It would have been good if the customer would have at least came to see what the credit was that we offered in the interest of customer service.Review from Lydia B
1 star04/20/2022
My husband and I purchased a sofa for $2000.00 in January 2020. We purchased a five year warranty because the sofa had electric recliners. My first question was how reliable are the motors on the recliners. I was told by the salesman that the motors were the same motor that are used in **** truck electric seats. Well, I have had a **** F-150 sine 2011; and I have yet to have issues with my truck seats. However, the issue is that when I contacted this business to make them aware of the issue we were having.. they told me to look for a reset button. We have not found a reset button as of yet. During my conversation the lady was very nice at first and told me that if I couldn't provide a copy of the warranty and my receipt, that it would take them 7-10 days to locate my paperwork. When I inquired if we could contact the repair company directly and set up a call for the sofa to be checked out. I was told that they would not provide that information to me. I would have to find someone to fix it outside of Furniture Innovations. Turns out I located my receipt and my warranty paperwork. Which meant nothing after it was confirmed. Because the repair company was never contacted until I mentioned on4/15/2022 I would be posting a complaint on their ******** page as well with the BBB. The repair company reached out to my husband on Monday 4/18/22 and we were told it would be July; then June, and then May12 was the soonest they could schedule a service call. We were first told they needed pictures of the sofa. Then three weeks later, we were told they needed pictures of the serial number on the sofa. So, now we have been without the recliners on our sofa for a month now, and apparently another month will pass before they arrive. Had the claim have been filed in March. The sofa might be fixed by now. This company does lack a great deal of customer service skills and prompt attention regarding assistance rather than resistance. And like the other review, I would have not given onReview from Richy I
1 star02/26/2022
This company has the worst customer service and does not know how to resolve issues. I've had several pieces of furniture delivered across a 3-month span. every time you call and ask about it, I get a "we in a pandemic" speech. How come they didn't say that when I'm making a purchase and promised it will only be 2-week waiting time? Then THEY get an attitude with you when it's been 2months and you're checking up on your purchase. Then they ship one piece of my stuff at a time and notify you 30mins during a workweek that they're about to come to your house. Not, we will come to your house Thursday around said time in at least a 1 -3day advance!!! Oh and b/c I purchased some items on sale, I was treated horribly and they didn't have a problem reminding me that "You purchased it on sale so you will get it when we decided to come to you!" I wish I could warn people about how horrible they treat you after they get your money. Some of my furniture came in defective and their only reply was we can send someone out there to fix it??? After they haven't even sent someone out to deliver the rest of my furniture???Furniture Innovation, Inc. Response
02/28/2022
This is a whole misrepresentation of the truth. Your receipt is dated January 22nd and you were delivered everything but a mirror a week after you ordered. This is product that everyone else is quoting June and July before customers can receive it. You bought " as is" product and we delivered everything new in a box. Your mirror has been at the Murfreesboro location for a week. We understand that you are upset that we won't advertise with you. I guess now we know why. In addition to giving you a very substantive discount and getting furniture to your house in record time we have attempted to help you. Assuredly we are not just coming to your house without discussing with you when we are coming. We are blessed and fortunate that in the 20 plus years of serving the good people of Middle -Tennessee that our very loyal customers base know what we do. You can pick up your mirror in Murfreesboro. Thank you and we forgive you.Customer Response
03/01/2022
So, I'm going to provide clarity to these lies they just wrote up on their response. First off they haven't reached out to me explain anything. I had to file a complaint with the BBB for them to even respond. 2nd how are you going to tell me to come and pick up my furniture that I PAID to have delivered to my place. This PROVES what I was saying that they had my furniture in inventory but just didn't feel like coming out like they suppose to do and we agreed upon on the signed contract that I took a picture of. They also told me people DIED to make my furniture and they will get it out to me when they can. Also be aware of people that throw around words like blessed & forgiveness, wolves in sheep clothing. How r u going to forgive me for the bad service I'm getting? You have my stuff but still won't deliver it!!! This was in our agreement!! Then they made a statement saying "I bought "as is" but it was new?" That statement is an oxymoron for what they don't want to admit that they sold defective furniture to me. Finally if I'm lying then why are they similar complaints on the BBB about this company. Like I said, if you did good business you wouldn't feel the need to attach words like bless and forgiveness and any other religious terms. A hit dog will holla and apparently they're hollering religious terms but here's one for you "what goes around will come back around" now deliver my furniture like you said in the contract or their will be legal matters involved.Furniture Innovation, Inc. Response
03/01/2022
Simply put, this person is a lie. We have a receipt dated January 22, 2022 and when *** signed his financer papers it is all time and date stamped. If he can prove differently we will give him the furniture for free. We are not accustomed to calling customers liars but in this instance we must call it what it is. Our consumer rating and the fact that we have sold furniture to people at the BBB is indicative. He bought as is furniture but we delivered new furniture in a box. This man is done.Customer Response
03/02/2022
Ok so this is my last response to whatever you want to call this. Truth be told, who treats a customer like this? I was told the furniture was new when I purchased it. Oh and by the way, I didn't have a financier, I paid in full. Anyway, when I purchased my furniture I was told it was new but NOW. They are claiming it was "as is" when I claim it's defective? This is a horrible way to do business. Also this company STILL hasn't shipped me the rest of my paid in full furniture and paid for delivery and they have it in stock. This is the truth and treating customers this way leads me to believe you're struggling as a business and being petty like this is uncalled for.Furniture Innovation, Inc. Response
03/02/2022
I really do not know what to say here but God bless and forgive this man.Furniture Innovation, Inc. Response
03/05/2022
I really do not know what to do about this man other than have his pickup his mirror. Our warehouse manager has been to his home twice and he is totally uncooperative. As the industry leader and the largest store in Maury County we strive towards exceptional customer service as evidenced by 10 years of impeccable reviews. after 24 years in this business, I have become painfully aware that 1% of the population simply cannot be helped, even if it was given to them for free. We tried.
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