Grand Home Furnishings

Tried to place claim on extended warranty plan but plan said the time has expired for a claim. They didn't answer their phones for 2 months, until today when the pandemic restrictions were lifted. The springs in a new soft are sagging badly. Poor materials were used.

My name is *** and I wanted to reach out to you regarding a purchase that was place Veterans Day weekend in November 2019. My purchase order was over $4,000 and included a *** wrap around sofa and a complete bedroom suit (2 night stands, bed frame and headboard, long dresser and tall dresser). On Nov. 30th everything but my bed frame was delivered and I was notified that it was on back order still. Fast forward to January and I get a call that my bed frame was in and was ready for delivery. The morning of delivery I get a call from the delivery drivers, which was January 24th that one of the boxes was empty at the warehouse but everything else was ready for delivery. Later on that day, the delivery drivers show up and delivered everything except that one piece which was a side rail for the bed. As they were leaving I noticed that the one corner of the storage section of bed was damaged and I notified the delivery driver. They told me everything would be taken care of and pieces would be reordered. Two weeks go by and I do not receive a call, so I called the store (Martinsburg, WV). They inform me that they knew nothing about it and nothing had been reordered. So I sent what images I had taken of the damaged part to my sales rep. and she told me that she would take care of everything. March 4th I get ahold of my sales rep. again and she informs me that the pieces had come into the warehouse and were ready for delivery. I set up delivery to be March 7TH. Last weekend the delivery driver show up to my house and unload the piece that was reordered for the damaged section but again the side rail was missing and the delivery driver states that it was not ordered and nothing was at the warehouse. I promptly drive to the store to see what can be done. Meanwhile my bedroom is tore apart because I have pieces of this new bed all over and my mattress is leaning up against the wall. Walking into the store I meet up with my sales rep. to see what we can do so I have a bed to sleep on tonight when I go home. I ask if the bed that we looked at in store was still set up and it was. I ask if I could take the piece off the display bed and take it home to use. The store assistant manager Kim obliges and has one of the in store builders start to disassemble the display bed. As they are disassembling I ask my sales rep. if I could be compensated with a 10% refund to my credit card which I used to buy the furniture. She discussed it with the assistant manager. As we were loading the piece into my vehicle the assistant manager pulls me aside and asks if a reimbursement of the delivery fee would be acceptable. With going on round four of the delivery drivers coming out to my house, I think I have exhausted the delivery fee. I respectfully decline. She then asks about a store gift card. I don’t mean to be rude, but why would I want to buy more furniture from a company who can’t delivery my original furniture. Again, I respectfully decline and state again that I would like to have 10% of my purchase reimbursed onto my credit card. She tells me that she is not capable of refunding that kind of money and would have to discuss that with the store manager. Fast forward to today, Friday March 13th. I am going four and a half months since I have placed my order and I have been as calm and respectful as I can be for someone who is sleeping with their mattress on the floor. May I also mention that the piece I took home from the store does not fit my bed and they took it back. I have just received a call back from the store and they said the best they can do is refund me my delivery fee and give me a $200 gift card. Both of which I have specifically stated that I do not want and that my bed part is on order. I am at a loss. I would return the bed at this point, but I already have the other pieces to match the set and I doubt I would be able to find the bed elsewhere