Ladlows Fine Furniture

Revdex.com of Phoenix has passed on your complaint regarding your dining table to me.  I am sorry that you are having the problem with your finish and do not completely agree with our service department’s evaluation.  I have reviewed the situation.  We have in fact  sold many of these...

table without issues and are confident in the quality.  All decorative tops of this sort from all fine manufacturers are veneered and cannot stand up to prolonged contact with moisture.  I am not, however unsympathetic about your situation would like to help out if we can.  I am working with the manufacturer to try to come up with a possible solution that will be satisfactory to you.  I will be back in touch after we have reviewed the options. Thank you, [redacted]

Revdex.com of Phoenix has passed on your complaint regarding your dining table to me.  I am sorry that you are having the problem with your finish and do not completely agree with our service department’s evaluation.  I have reviewed the situation.  We have in fact  sold many of these...

table without issues and are confident in the quality.  All decorative tops of this sort from all fine manufacturers are veneered and cannot stand up to prolonged contact with moisture.  I am not, however unsympathetic about your situation would like to help out if we can.  I am working with the manufacturer to try to come up with a possible solution that will be satisfactory to you.  I will be back in touch after we have reviewed the options. Thank you, [redacted]

Review: We purchased several items at the main Ladlows store and paid quite a bit of money to have them shipped to our home in Montana. We thought we were being good customers, purchasing the items for sticker price and not trying to obtain a better deal on the furniture. We typically purchase from [redacted] or [redacted] but thought we would give this a shot. We purchased one of the Elite tables that they stock. Not long after the table started to bow like cheap furniture does when it gets wet. When I called the store and spoke with customer service about the issue they were friendly and returned my call and asked for pictures. I sent them pictures and they informed me that the table has a lamanent top and that if any water gets on the table even when cleaning it with a damp cloth you have to wipe it dry right away. She said this voided the warranty and they would not be able to cover any damage or help me at all. I explained that this was something the sales rep should have disclosed. I wish we would have spent the $8-10K on name brand furniture.Desired Settlement: Not even a full one, just some way of helping us repair the table or get a glass cover for it

Business

Response:

Revdex.com of Phoenix has passed on your complaint regarding your dining table to me. I am sorry that you are having the problem with your finish and do not completely agree with our service department’s evaluation. I have reviewed the situation. We have in fact sold many of these table without issues and are confident in the quality. All decorative tops of this sort from all fine manufacturers are veneered and cannot stand up to prolonged contact with moisture. I am not, however unsympathetic about your situation would like to help out if we can. I am working with the manufacturer to try to come up with a possible solution that will be satisfactory to you. I will be back in touch after we have reviewed the options. Thank you, [redacted]

Review: I purchased two Flexsteel Furniture sofas from this company. There is a lifetime warranty on framework and two years on cushions. I purchased these September of 2013. By January 2014, I noticed failure and unsatisfactory performance. The manufacturer directs customers to contact point of service to receive warranty service. I have contacted Ladlow's Furniture repeatedly beginning on February 6th. Management came to my home in May of 2014 and acknowledged that the sofas were failing. The manager of the store said he would bring out alternative seating and take the sofa's to be re-cushioned. Over a month had passed and Ladlows requested that I take pictures of the sofas and send them to Ladlows. At that time I communicated that I didn't think that re-cushioning the sofas would result in a satisfactory outcome and I desired a store credit. (July 16th, 2014) I've been passed back and forth from management to Carol of customer service repeatedly. I sent a letter of demand and have not heard anything from this company in the last four weeks.Desired Settlement: After having dealt with this company repeatedly from February 2014 to August to no avail, I no longer wish to have the couches re-cushioned or be any further inconvenienced. The merchandise I purchased will not possibly withstand the warranty. I want my money back

My complaint is in regards to an interaction my husband and I recently had at the Ladlow's Outlet store in Scottsdale, not the main store, however, because they are one in the same this is sadly a reflection of Ladlow's as a whole.

If you put a deposit down on a special order at the Ladlow's outlet store and something happens and you need to cancel the order, just know that you will not get your deposit back and you will receive the most horrible customer service with it as well. My husband and I are repeat customers of the main store in Scottsdale. We have purchased several nice pieces of furniture over the last 10 years. It's one of very few higher end retail furniture stores in the valley and unfortunately, because of the terrible customer service we received at the outlet recently, we will no longer shop at Ladlow's. We have spent way too much money to be treated like that. The sad part is that the deposit was small and we asked that if we couldn't get a refund to just put it as a credit toward the main store so we could use it to purchase something in the very near future as we were just in the main store and had our eye on a couple of pieces. We couldn't even get that.

So, after the salesperson threw a rude tantrum about how they were going to be stuck with extra furniture, (his attitude was just awful), they were able to pocket $390 of the deposit for a restocking fee and we get the rest back. They could have had it all and more, but because the salesperson decided to be a jerk that day, both stores lost money and a valued customer. This small bit of money was part of another refund we received from the main store after an order we placed with them had caught fire in an accident and everything was destroyed. We like Ladlow's furniture so we figured we'd just take that money and just recycle it at the outlet to furnish a small room. We realized that the furniture won't fit which is why we canceled the order. It wasn't about the money at all. The customer service and lack of consideration ruined our experience forever.