Grand Home Furnishings

Review: I purchased new mattress and box springs 4/2014. I soon realized mattress was defective and called Grand and they sent someone out and he determined the mattress was defective. Another [redacted] mattress was delivered 11/2014. Soon after delivery I realized it had the same problem. I called again. They sent out the same representative who determined the 2nd mattress was defective. My sales agent [redacted] said I would be taken care of and they would get me a mattress that wouldn't be defective..but, I had to pay an additional cost. I am on disability and fixed income, so I was at the top of my budget with the [redacted] at $379.00. My social worker was with me on each visit. We tried several mattresses but there were only 3 in my price range. He told me those on special @ $299 were not "what I wanted."

We upgraded to a [redacted] for an additional$70 plus some slats for under the box springs. This was in May. I soon realized this mattress was not smooth but had ripples across the top and very uncomfortable. I called again. The same man came out and agreed that my 3RD mattress is DEFECTIVE! I have a broken foot and multiple physical problems. This has been very stressful for me as I haven't had a good night sleep in months. I frequently have to sleep on my living room couch.

My social worker and I have to go back to Grand and choose a 4th mattress or take our chances that if they replace the [redacted] it too will be defective.

All I want is a good nights sleep and a product that isn't defective.Desired Settlement: I would think that Grand, at this point, would want to satisfy a customer and deliver a satisfactory mattress whatever the cost to them. This problem has been going on for over a year and is known by many who ask me about what is happening with my defective mattresses.

Each time we go in we are told "We will take care of you" but we only get another defective mattress.

I want a mattress that gives me rest and comfort.

They just called and are delivering another [redacted] which is my 4th mattress. I'm at my whits end!!

Business

Response:

The Store Manager [redacted] has spoke to Ms [redacted] and there is an exchange on he matteress scheduled for today 6/23.

Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I also know that of the 4 beds I have had from Grand, the defects do not immediately appear. I hope that this 4th bed is 100% satisfactory. Time will tell.

Regards,

Review: I bought a mattress, box springs, and bedroom furniture recently. This purchase was supposed to include free setup and delivery. Most, but not all of the items were delivered. The wood slats that were supposed to come with my bed were not on the truck so the deliverers used some metal supports they happened to have. No aspect of this installation was completed correctly. They only used two supports with two feet each at either end of the bed. There is supposed to be a center support. The supports that they did use have levels which were extended to the maximum length and were not even touching the floor. They appeared to, but I could easily slide paper under them. I had to go to the store and retrieve supports and uninstall then install supports myself. They did not offer to have anyone come back to my house. So much for free setup and delivery. However, I would not be filing this complaint if that was the only issue I had with this purchase. Had I picked up the items from the warehouse myself, I would have left the box springs in the plastic until I was sure I was satisfied with the high profile base I purchased because I was aware that the store has an issue with customers changing their minds about high profile versus low profile bases. I was made aware because I signed a form stating that once the plastic is removed from the item, the store is no longer able to sell it. Therefore, they charge a $79.95 fee so that they don't lose money just because people are not sure what they want. I have no problem with that. That makes a lot of sense. If I was the one that removed the plastic, or if I told their people to remove the plastic, I would absolutely be responsible for the $79.95. This is not the case. Nowhere on that form is there any mention of giving permission to remove the plastic. Therefore, it implies that as long as the plastic was on the item it would still be returnable without the additional fee. I was also told this verbally by my salesman and the manager. The deliverers did not ask. They simply took it upon themselves to make a decision that would result in what the store considers my liability. I believe they should be liable for their own decision. When I explained this to the store, they just kept telling me that I signed the form, which is a moot point. I didn't specifically ask them to leave the plastic on, but I didn't ask them to take it off either. When a decision and additional money is at stake, and it's an obvious issue that they have, it is not reasonable for them to assume I wanted it removed. No, people don't want to live with plastic on their items, but I believe that the reasonable assumption would be to see how the item functions before the plastic is removed when a decision and money is at stake. The $79.95 fee for removing the packaging should not be forced on someone who did not want their plastic to be removed. Their people made the mistake. If they lose money, that's fair. Charging me more money for their mistake is not fair. I also performed my own delivery for the exchange. They would have delivered, but I did not want to wait, so that is not a problem.Desired Settlement: I feel I am owed at least $79.95. Although there was no delivery charge, I did not get the free setup and delivery I was promised. Coincidentally, they would normally also charge about $80 for a delivery fee. For performing my own installation, I feel I should be offered some amount in addition to the $79.95 packaging removal fee for the packaging I did not remove. I think $100 refund total is more than reasonable.

Business

Response:

I have spoke with the Store Mgr and she agreed to refund the customer $100.00....

Thank you

Senior Customer Service Rep

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I had bought from grand here and there over the last 10 years and even though my experiences never went according to plan (missed delivery dates, misplaced orders, incorrect orders, etc). I learned to tolerate and expect these errors, chalking it up to high volume during "sale" events and a higher level of focus on keeping the "free" cokes stocked in the fridge. So I continued to shop there basically out of convenience. But thanks to my most recent visit I won't have to settle for their poor customer service anymore. I came with a simple no-nonsense question, "I like this sofa, here is the price I can get it for at this store, can you come close to that price?" From there It was as if they were reading from the sleazy sales tactics playbook. I was given the "I have to speak to my manager" line (when all she was doing was trying to buy time to research the other price). I was Interrupted and distracted by another sales associate in attempt to give them time to figure out another excuse that they think I'd buy. So I left and it took about 15 minutes for them to call me back saying that the reason the other stores price was so good was because it wasn't the same sofa as the one at grand. It took me 2 hours and 4 phone conversations for them to finally admit that it was in fact the EXACT same sofa. But even after being caught in an obvious lie, no apology was give only more excuses and diversion from the truth, blaming misinformation from the manager. Honestly I am not a timid person, I can handle the circus of commission sales, I actually find it comical at times. Actually if Grand would have been honest and told me they couldn't match the price but still would appreciate my business I probably would have agreed because the final offer wasn't that bad. But instead they chose lies and deceit, so I chose to buy the SAME sofa from a different store for a better price, with a lot better sales associates, and a lot better customer service. Thanks Grand.

Review: This is the second mattress from Grand Home Furniture they came out to inspect mattress which mattress has warranty and is still covered Grand told me that the Mattress was 3/4 inch sagged in middle and had to be an 1" before warranty covered this We meaning Me and My Wife already roll to middle of mattress. Grand needs to honor their warranty I don't think it's fair for me and my wife to have to sleep on this BAD MATTRESS. THANK YOU

Sincerely

[redacted]Desired Settlement: TO HONOR THEIR WARRANTY AND THEY SAID OR STORE CREDIT WE HAVE BOUGHT QUITE A FEW ITEMS OFF OF THEM AND SO HAS MY MOTHER AND FRIENDS WHICH I DID RECOMEND TO MY FRIENDS AND FAMILY

Business

Response:

Our service tech went to Mr. [redacted]'s and inspected his bedding and determined it had only a dip of .75. [redacted] Warranty says it has to be one and a half inch to be considered defective. This is [redacted] Warranty Not Grand's. [redacted] will not replace it at this time. We will be happy to recheck it in the future if Mr. [redacted] feels like it has sank or dipped to the inch and a half requirement by the bedding company.

Service Report below.... Page 3 of 302/09/16 08:41:43 - [redacted] - Manually entered comments .75" DIP // NO STAINS// SLATS ONLY, NO CENTER SUPPORT//02/09/16 08:41:51 - [redacted] - Service Order closed.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

Unless my wife misunderstood when grand called they said an 1" but we roll to the middle already this 's unacceptable by [redacted] or whoever.

Review: I purchased a fabric chair back in April. I paid for it to be scotch guarded. They told me they could deliver the chair and have someone come out and scotch guard it. I have called several times about someone coming out and doing this. I have also gone into the store and spoke to the girl that sold it to me. I watched her file my complaint and she said it would be taken care of. As of today no one has ever called me to set anything up. I find this to be very frustrating and unprofessional.Desired Settlement: Come to my house and scotch guard the chair. If it can't be done at home they need to come pick it up and do it at the warehouse and bring it back.

Business

Response:

The store mgr has been in contact with the customer it turns out that her salesperson who was to handle this is no longer with Grand and did not follow through on this we do apologize and we are taking care of this today. Thank you [redacted]Senior Customer Service Rep

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Purchased a mattress on July 2nd 2015. Promised delivery Friday, July 3rd. Postponed until Monday, July 6th, Tuesday, July 7 and today it was promised to be delivered on July 8th.

The add I have in hand states "next day delivery".

Even allowing for a holiday this is a seven day wait time frame.

At Grand Furniture apparently customer satisfaction is a thing of the past. We have purchased furniture from Grand for over 40 years. I am so disappointed in your processes.Desired Settlement: As a consumer I have the option of not utilizing this company and telling all my friends and neighbors about the poor customer service I received. I know the store does not care but the company certainly should. I am so disappointed in you 'Grand'.

Business

Response:

Ms [redacted]...Purchase was made July 2nd in our [redacted] Store location but she lives in [redacted] our [redacted] Warehouse would deliver in that area. The merchandise had to be transfered to [redacted] from [redacted] which does take a few days and our warehouses were closed on the 4th. Next day delivery only applies if the merchandise is in Stock at the delivering warehouse.

We are sorry that Ms [redacted] has canceled her order we never want this to happen.

Sincerely,

Senior Customer Service Rep

Review: Note : the following is a copy of the email we sent to Grand Home Furnishings on Jan. 17 - we have received no response:

"We are a regular customer of Grand Furniture in Charlottesville and generally are very satisfied with our purchases until we purchased a [redacted] king-size mattress set. (We later discovered that this brand is not even listed in Consumer Report mattress evaluations.)

The king-size mattress (which was supposed to be very firm) has slowly developed large indentations in the sleep positions. Have constantly turned and flipped mattress as recommended with little improvement.

Last year we contacted your organization regarding this and a tech was sent to our house. He measured the depth of the indentations; his professional opinion was that the mattress was "defective" but not "totally defective". What does it take to be defective?

We are extremely disappointed in this product and in your organization to address this problem. Does "defective" have a degree? What is the definition? We don't understand about this poor product.

We hope you will address this problem. Grand has been a very good store to deal with until this problem."

The only response we have had since was a robo-call inviting us- as a preferred customer - to a sales eventDesired Settlement: We would like to exchange our defective [redacted] mattress for a comparable firm mattress from another manufacture.

Business

Response:

Hello,We sent a tech to evaluate Mr. and Mrs [redacted] mattress on February 12, 2015 to determine if their [redacted] mattress met warranty requirements. Per our report, it had a 3/4 inch impression. All mattresses have some comfort impressions. The standard warranty requirements from almost all manufacturers require a 1 1/2 inch impression to be a defect. If Mr. and Mrs [redacted] would like us to send another tech out we could do that, and measure again. I've checked with my staff, and no one received an email from them in January. If they would like to contact me directly, they can email me at [redacted], or call me at [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to send a tech to measure the mattress as offered and will see the results of the measurements. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Mattress has a 10 year warranty for full refund if mattress breaks down and mattress has broken down 1 1/5 inches and has waves and they said I would have to clean stain on bed and we did but no one has talk to us about giving our refund for the mattress. We need a full refund for this mattress I know others that have same mattress and theirs broke down also The warranty covers the mattress fully for 10 years I think they are trying to get out of the refund. I have done a lot of business with grand and my relatives has too but we will not do any more business with them.Desired Settlement: Refund for Mattress as said

Business

Response:

The manager of the Bristol Store has spoke to this customer and arranged for him to come in to reselect I will let you know when this has been done. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have a 2 part complaint. In April several pieces of furniture were delivered to my home. Two pieces were damaged during delivery, and my hardwood flooring was scratched by the delivery personnel. One piece of furniture was immediately replaced (thank you), but the kitchen table has not yet been replaced. Someone came and took pictures of the flooring a few days after the initial delivery. After 2 months, my calls were not returned and nothing had been done about the damage. My husband contacted the main call service center for Grand and made another complaint, and the new store manager did make contact with us. Another gentleman came and took pictures at the beginning of June. This was once month ago, and I still have had no contact or information about what they plan to do about my floor damage. My calls have not been returned. To summarize, my complaints are as follows:1. Table damaged during delivery 3 months ago that has not yet been replaced. Damage was reported on the day of delivery. 2. Damage to hardwood flooring that has not been addressed/resolved after 3 months. I do understand that things take time, however, no plan has been communicated to me on how this will be resolved, let alone a timeline given.Desired Settlement: My complaint can be resolved as follows:1. Immediate replacement of item. If item is not available, I would like either a full refund or the option to select a similar item as a replacement. 2. Swift repair of hardwood flooring in stairs and master bedroom. I would like to be immediately contacted with a plan for what is to be done and a timeline for when work will be completed.

Business

Response:

This is the information I received from the asst store mgr today.. Thanks [redacted]

Good aftternoon [redacted],

Just giving you an update on [redacted] went out to her home today on the damaged to her home. He said that service is going to go out and stain her steps for her. She knows her table top on her exchange is on backorder it should be in this month and will wait. [redacted] also told her we would do a $200.00 gift card. I have processed the gift card for her and will send it to her in the mail. According to [redacted] she was satisfied with all of that, plus she wants a matching bench to go with her table and I have already ordered that and it will be in the same time as the table top. If you need anything else from us on this just let me know.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Mr. [redacted] did come to my home today, was very kind, and hopefully this will resolve the matter. After 3 months, I was glad to hear that the problems will be taken care of shortly.

Regards,

Review: My husband and I purchased a sectional sofa and entertainment center from Grand. Part of our sectional was being custom made, so we were told that we would need to wait for delivery. No worries so far! After a full month of hearing nothing, we call customer service to check the status of our delivery, and we received an estimated date. Once that date approached, we called again to check because we were in need of our couch. We were informed that our order was actually there! "Great!," we thought! We were then told that our entertainment center was damaged, so it was sent back. But to get a non - damaged entertainment center sent to us, we would have to wait until FALL, they told us. 7-8 months! No apologies from customer service. Were they even going to tell us that our order was ready? When would we have found out that HALF of our order wasn't there unless we had called? We could have made other plans for our TV had we known sooner. We decided to go to the store to see if we found another one we liked (even though the one we ordered was a great sale price!). We walked in without being greeted, and went floor to floor looking for someone to help. Finally, we found a center that we liked, but it was a floor model, and had visible damage. We inquired of a sales associate of a possible discount. 5% is what was offered. Wow! How generous. After Grands mess-up, we are still having to go through the trouble. Yikes. We left. Without an entertainment stand or any help from management after we have given Grand PLENTY of business in the past as well as this time. Once our order did arrive, which was our sofa, the delivery guys looked puzzled. Our couch has incorrect hardware. It won't stay connected. Great! Another problem. We were assured that a service person would come IMMEDIATELY to fix this problem. Well, here it is at 9pm and we have not heard a word. A nice discount on an entertainment center, or discount for our ridiculous trouble would have been nice. We're treated like nothings wrong.Desired Settlement: Would be nice to have what we originally ordered IMMEDIATELY. Would be nice to have a couch that is correct. Would be nice to get a money off coupon for this headache! We WERE loyal customers.

Business

Response:

have spoke to customer and have set service up to go out saturday for the sectional problems.

I told customer we would refund delivery charge on original delivery,

also offer 10 % off and use of his coupon and free delivery on a reselect of entertainment center/ fireplace.

He is supposed to call back and let me know about fireplace. Svc to go out Saturday.

Thanks

Asst mgr

Grand Tanglewood

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. However, I am aware that the only reason for them TRYING to resolve is because of your involvement. Not only did we waste a whole day waiting on an 'early afternoon' delivery, we had to continuously call with no response. Delivery wasn't until after 7. Still not completely satisfied and we still spent more money than originally.

Regards,

Review: The website states same or next day delivery. On 07/04/2013 we purchased several products and were told that next day delivery would not be possible and some products were out of stock but we still agreed on delivery dates of 07/06/2013 and 07/13/2013. We were clear that our primary residence is not in Virginia and would make a special trip for the products to be delivered on 07/13/2013 and it would be inconvenient if they do not honor the agreement or if any mistakes were made. One of the products (sectional sofa) delivered on 07/06/2013 had a substantial tear on the bottom corner. The driver apologized and said they can exchange it with the next delivery on 07/13/2013. We said that would be fine but again reiterated that our primary residence is not in Virginia and any further problems would be a costly inconvenience for us. He made a note on our invoice and assured us the damaged product would be re-delivered next week. On Wednesday 07/10/2013 [redacted] from Grand Home Furnishings contacted my wife to confirm delivery but neglected to mention the sectional sofa. After a frustrating conversation, my wife was finally able to explain why we needed the sofa to be exchanged and we were again assured that it will not be a problem. Grand did not call on the morning of 07/13/2013 to set a delivery time, so we called them and also asked to confirm the products being delivered, and the sofa replacement was not included. Even though it was in stock and was also in their system to be delivered to us. It was simply not put on the truck. We were told there was nothing they could do at that point and we would need to schedule a third delivery date. Unbelievably, later that day, before any products were delivered, we received a call asking if we were happy with our delivery. I explained that I was not happy, that the sofa was left off the truck, and their men had still not arrived. At that point I lost all confidence it Grand Home Furnishings professionalism. Our third delivery date was set for 07/27/2013 and we requested a special delivery time of "before noon". Which we felt was reasonable under the circumstances. We could NOT be assured that the product we paid for on 07/04/2013 could be delivered before noon on 07/27/2013. We were only told by [redacted] that they would do their best.Desired Settlement: We believe we have waited long enough and want to be ASSURED by Grand Home Furnishings that they will make a delivery exception and the product will be delivered before noon. We do not want to be told they will do their best, which we have no faith in. We want the company to make a special delivery, to make up for the trouble they've cost us, and assure us it will be at our home before noon on 07/27/2013.

Business

Response:

The store manager has been in contact with the warehouse mgr and talked to Mr. [redacted] told him that he would have his del before noon per Mr. [redacted] also took 10% off his purchase for all his problems, he was very happy . Thanks, [redacted] Store Mgr Bristol, VA

Consumer

Response:

I have reviewed the response offer 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.The manager [redacted], made a fair "offer" to resolve our complaint but the company failed to deliver on the offer. Grand Home Furnishings was supposed to deliver our remaining piece of furniture on 07/27/2013 before noon and we were informed THE MORNING OF DELIVERY that the wrong color was ordered and they would need to reschedule delivery a fourth time. Grand Home Furnishings is fully aware that the delivery location is not our primary residence and we made a special trip at our expense for this delivery. And now we will need to make another costly trip hoping that Grand Home Furnishings will honor their word and deliver the products we've paid for. Further, I believe that Grand Home Furnishings is engaging in deceptive advertising by offering same day or next day deliver within a 100 mile radius, which we qualified for. Three pieces were missing from the first delivery, one piece was missing from the second delivery. And it should not matter if the wrong color was ordered for the third delivery, the products should be in stock or they cannot in good conscience offer same day or next day delivery. Regards,[redacted]

Business

Response:

I have been told that Mr [redacted] has spoke with this customer and worked out the issues with his merchandise/ delivery. If this is not the case please let us know and I will have Mr [redacted] again contact this customer.

Consumer

Response:

The business has resolved the issue in reference to complaint ID [redacted], the resolution was satisfactory and I will consider this complaint resolved. I would also like to thank the Revdex.com for helping with this matter and especially for following up with a phone call before closing the complaint. Regards,[redacted]

Review: my wife and I purchased a mattress set from grand last year. it has developed a lump which makes it uncomfortable to sleep on. they sent a person out to look at it and because my 3 year old grandson had a accident once they said that since it made a stain and I did not buy a mattress protector from them the warranty is void. I sent them an e-mail and told them I am unhappy. so today they called me and said that the mattress has a 3/4 inch lump and the manufacturer said that until the lump is an inch and a half they wont honor the warranty. I find this unacceptable. I have never even heard of this before. I feel that they should give me a new mattress. the box spring is fine. I would appreciate any help you can provide. thank youDesired Settlement: I feel th.at they should provide us a new mattress

Business

Response:

[redacted] Bedding Warranty states that in order for a mattress to be considered defective it would have a 1& 1/2 inch depression and free of stains. Mr [redacted] Mattress has a stain and and would need to have it cleaned within warranty guidelines and only has 3/4 inch impressions at this time and not considered defective. Mr [redacted] the store mgr has been in touch with the customer to explain this.

If in a few months the mattress sinks more and is cleaned according to Warranty we will be glad to have our service tech inspect it again.

Thank you

Senior Customer Service Rep

Grand HOme Furnishings Corp

Consumer

Response:

I have reviewed the response offer 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.

Regards,

I talked with someone on the phone today and they suggested that I clean the mattress. as far as the sag is concerned they will do nothing until it reaches 1 and a half inches. I told them that it is uncomfortable to sleep on and they said thats just how it is. so basically if the sag does not reach 1 and a half inches then we are just stuck with it. this is totally unacceptable. they say they want to make you happy. well we are unhappy. can you please help us? all we want is either a new mattress or a refund. thank you