Art Van Furniture-Midwest, LLC

My experience is with the store in Orland Park, IL On March 30th we put a $deposit on a sectional set, at the urging of the salesperson, who repeatedly assured us the deposit was not a commitment to purchase, but rather a commitment from the store to honor that price, if it went higher Being forthright at the onset, we informed the salesperson that the purchase was contingent on another factor, namely finding a new home for our pool table, bench, pub tables and chairs That didn't work out, so I called the store to request my deposit back In the memo section of the check I had written, "refundable deposit", just in case The woman I spoke with was knowledgeable and I had no reason to question that the refund would be received shortly Ah, not so The store does not process refund checks, the corporate office does You see, they can take checks, just not write any out*eye roll* The refund first needed to be authorized, then processed, then mailed outa month ago! Still, no refund check I made repeated calls to the O.Pstore, I was put on hold for long periods of time, I was personally reassured by the person I was currently speaking with that they would contact me with information in a matter of minutes, most definitely within the same day Over the week-end I filed a complaint with the Revdex.com and today I attempted to reach the CEO, Kim Yost, at: Customer service: (586) 939-(Existing customers), (586) 939-(Consumer) Following that attempt, I again called the O.Pstore, same scenarioon hold, on hold, on hold, the service person, Katherine, informed me that the check had been mailed last month No new information there Her resolution, after speaking with her supervisor, Amy, was that I could come in for a cash refund, when they receive $in cash from a customer You are catching this, right? A cash refund was dependent on the store receiving money, versus a payment made with a credit card or check, whenever, however long that would takeAt this juncture I asked to speak to the store mananger, Rick Cody, several times Yes, I appreciate that he was otherwise engaged at the moment, but only at my insistence did MrCody return my call Coincidently, even though it was a seeming impossibility to speak with him directly, once I mentioned filing with the Revdex.com and (attempting) to contact Kim Yost, I was called within five minutes Bottom line from MrCody, human error was in play (every single person I engaged with was suffering from that condition), and that in an effort (final effort) of customer service, was the store going to be able to refund me in cash, today I am already betting it will be a sock full of change! I will never set foot in an Art Van store after my refund Just add this experience to the myriad of others

Incredibly poor customer service. I ordered two sets of bunk beds for my four children. They were delivered and when the men went to assemble them they realized they did not have all of the hardware that was needed to do so. I was then told that the screws needed to come from their factory in Michigan and that it would take 3 days to get these parts and then I could call them to reschedule. So no beds for my four kids, they are sleeping on mattresses in the kitchen. Not to mention their disappointment. My house is a wreck, as I have four kids sleeping in the kitchen, and they can't even really go into their bedrooms because the parts to the beds are leaning against the wall and on the floor. They have offered me very little in terms of compensation and every customer service person I speak with is very rude and blames some other department in the company for this problem. Do not do business with this company.

My husband and I have never dealt with such poor customer service. We bought a few pieces of furniture from Art Van's Woodridge, IL location. One of the pieces of furniture we bought was a custom order sectional. Since it was a custom order too, we repeatedly went over the configuration of the sectional that we wanted and confirmed multiple times that we were going to get what we wanted. We were told 7-9 weeks and it would be ready. We decided to pay for the total order in full that day. Well 9 weeks go by and even though my husband had been frequently checking the status of the order, we found out the week we were supposed to set up delivery that they hadn't even started it yet. Apparently the manufacturer didn't have fabric and we were finding out at the 9 week mark. Had my husband not called, we aren't even sure we would have been contacted. Now we are being told another month or so until it gets to the warehouse. The manager did not handle situation well. She was placing the blame on everyone else and when we asked if we could get some money taken off of the couch she said, "well we have to run a business here" We had already paid for a couch in full and 9 weeks later they hadn't even started manufacturing it yet. She agreed to 10% off, but only after delivery. So at 13 weeks, our couch is finally done. We wanted it delivered right away, but had to wait an additional 3 days because other customers were ahead of us and according to them "that's not how it works." So now delivery comes and the order is wrong! We are missing a seat. They delivered what we ordered, but apparently we ordered it wrong. I guess we as the customer are supposed to know the breakdown of all the pieces of the sectional. So even though we confirmed the configuration multiple times and even drew out pictures, it was ordered incorrectly. Not only that there was a big rip in the fabric. The general manager at this point was very appologetic and even said he would expedite an order to get us exactly what we wanted. We were fine with that because we really did like the couch. However, the rip in the fabric was the final straw. They could send someone out to "repair" the rip but there was no guarantee that it would be perfect and they would not replace that piece of the sectional. That was completely unacceptable. No furniture company should send a damaged piece of furniture after 13 weeks of waiting and then not replace it. We made them take it back and demanded a full refund. I just wish we didn't pay in full and waste all this time dealing with all this frustration. They may have decent furniture, but definitely beyond terrible customer service.