Furniture Stop

The table was purchased through one of our vendors catalogs. All times given for special orders are an estimated time and not a promised time, and as a company we make this very clear to every customer. That Thursday April 4th when the order was placed we were told it was on back order, but we...

should have it available on Saturday April 19th which we told the customer. On Thursday April 18th we were told that it was running a few days later by our vendor and we will have it here Tuesday April 22nd. Upon hearing this news we informed the customer. When an item is special ordered we have know way of controlling any unexpected time delays. The typical order takes around 2 weeks. The table will be here Tuesday which is a total of 17 days.

Very affordable prices for great quality pieces of furniture. I am very happy with all my purchases and overall experience. All employees were very kind, helpful, and a pleasant to talk to including the store manager Jerry who was very knowledgeable and he bent over backwards to help me with everything I needed. Not to mention he made sure the furniture I purchased was delivered to my new house by the day and time I needed it and they even set everything up for me and put it where I wanted it. I didn't have to do a single thing! Now that's great service! I recommend this store to everybody!

This customer ordered a custom chair from Best Home Furnishings a 50 year old custom chair and recliner company in Indiana. They were told 3-5 weeks on their custom order not 2 weeks. We do not have a [redacted] that works for this company. Their base did come in wrong and we...

ordered them the correct one and delivered it back to them free of cost. We also had the rep from Best Home Furnishings come out to our store to inspect their chair and said everything is in the correct specs and their is nothing wrong. The cording was just flat from shipping and adjusted when we rubbed it. We provided the customer service number to the customer when they still were not happy. Both myself and the rep from Best Home Furnishings have personally inspected the chair and nothing is wrong with it. We have come to the conclusion the customer must not have liked the fabric they chose when they got it home and is looking for a way to get a refund. Unfortunately on custom orders we have over 700 fabrics to choose from and we have all sales final, so unless it is a warranty issue there is nothing we can do on our end. If their was a problem with their chair Best Home Furnishings would replace it for them, but there is not.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

[Provide details of why you are not satisfied with this resolution.]Thank you for your response. First of all the mans name is [redacted]. He was our salesman and was very good. A refund would be a last resort if this could not be resolved. I would like to add that my wife and I LOVE the chair and the fabric! But not in it's present condition. There is a large pucker on the lower left of the chair (approximately where your ankle is) that must be repaired. As far as the blind man who said it looked good is concerned, he should be fired. Also, [redacted] was very rude to my wife on the phone when he said that she had to call the 800 number.   When she did call they said that [redacted] had to call. [redacted] refused to call and said that was all he would do for us. At this point we had no recourse. We are available if you need more information.

Regards,

I love The Furniture Stop . . This is the way furniture shopping should be . . Great prices with an amazing staff to match . . Very helpful and had so many selections to chose from in the store . . We bought a sectional sofa couch and a kids bedroom set and could not be happier . . Whatever you need they have or can get it for you . . Would recommend the store to everyone looking for quality furniture at affordable prices . . A +++++

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Furniture Stop is saying that they told me that the table was on back order. That is a false statement. They never notified me of anything. When I called to check on the status of the table it was April 17. At that time I was informed by one of there employees and I quote " we are receiving a truck right now. I can not determine if your table is on the truck. Please give me your number and I will find out and give you a call back." I didn't hear back from him. Later that day I received a call from [redacted] saying that the table would be here on Saturday. Then on April 18 I received another call from [redacted] telling me not to make arrangements to go for the table Saturday because it would not be here till Tuesday. At that time I told her I needed my money back. I told her I needed the table because I was having company for Easter Sunday and that's when they refused. 

When we ordered the table [redacted] and Her manager told my husband and myself several times and I quote "we have been getting merchandise back real quick. It should be about a week but to be on the safe side we have to say two weeks." I believed them and it cost me greatly. I was supper embarrassed to have to serve Easter Dinner on a poker fold up table and we all ate at different times. If this is how they do business than furniture stop should be ashamed of themselves. 

I truly believe that someone forgot to order my table and when I called to check up on the status of the table that's when they noticed. They need to take responsibility for there mistake.     

Regards,

[redacted]

We are sorry that it took a little longer than expected for the table set to come in. At The Furniture Stop we do our absolute best to provide a great customer experience. The table set is here and the customer is aware and said they will be picking it up in the next couple days. As far as I know the customers are satisfied. In the future we will try to be a little more clear that custom order times are estimates and sometimes can run a little longer than expected.

We at The Furniture Stop are sorry that this customer is upset. She purchased her furniture April 1st 2014 and had it delivered April 7th. We received a call from her June 1st which is almost 2 months after she received her furniture. When asked why did she not tell anyone sooner about this...

problem she claimed she didn't have time. When we offered to send someone out to fix the problem she said her dad already fixed it and she doesn't trust anyone from our store to come to her home. She then mentioned she just wants her money back. At that time she was told her furniture comes with a 1 year warranty and if she let us know there was a problem it would have been fixed at no cost to her. We feel we were never given the opportunity to help this customer and as a company we are very upset because we are known throughout the valley for our wonderful customer service. We truly value and appreciate our customers.

I am sorry that the customers are not happy. At the Furniture Stop we pride ourselves on excellent customer service. If the customer would like to bring the chair back in, I would be willing to have it repaired. I personally looked at the chair the last time it was in with the local representative from the company that built it and didn't see the flaw, so if the customer would like to point it out to one of our employees, I will have it taken care of.

The store is very clean and the furniture is nicely displayed. I've ordered multiple pieces of furniture from this family-owned store and are very happy with the quality as well as the delivery of the products. Would definitely recommend this store. The owners as well as employees are all friendly and very helpful!