Walker's Furniture Market

I Message: I purchased a living room couch, loveseat and rocker. Our couch and loveseat were delivered on April 3rd. The rocking chair would not go together so it had to be returned. I was told by the delivery guy that he would put that on my paperwork. He even showed where he put it and that a salesperson would get back to me to get me a new chair. This morning, I got ahold of the wrong Walkers on accident and the person who answered the phone was very pleasant. She got ahold of the salesperson, Audrey to let her know that something was wrong with my order. She could not find my invoice, I had to give her invoice and acct # for her to find it. The information of the purchase was not anywhere to be found? Nor could they find that I purchased a rocking chair. Apparently, Audrey must have gotten paid since she never once called me to set up a new time to deliver. So it has been a week since my partial order was received and no contact from the store. I know Walkers is better than that. I have purchased ALL my furniture from Walkers for the past 25 years. That's 3 living room sets and multiple pictures, entertainment centers, etc. No apology given from the salesperson. She didn't think twice about how my delivery went. I was in customer service for over 30 years and I never dropped the ball on anyone. Then she makes me pick either Friday or Saturday for the delivery. Mind you, you have been paid in full. I have to wait a total of `13 days without a complete set. I have been patient with all the delivery backlogs and everything. I believe since someone dropped the ball, they need to deliver it to me asap. I did not drop the ball. Your salesperson was not helpful. In fact, we had to change our order (we spent more money) and she never e-mailed me a receipt, like she said that she would. I have had more help from your other salespeople who should have gotten the commission. They were more helpful. If I could have, I would've cancelled my order and ordered from someone else. I don't just throw $4000 around just anywhere. I was really disturbed over Audrey's attitude and lack of compassion. The customer is #1. You can lose one sale and more losses will come your way. Word of mouth is the best or worst advertisement. Depending on how you look at it. If I was the salesperson, first thing I would've done is offer to deliver it myself. Not make me wait another 4 days! Apparently, Walkers is getting so big, that they threw customer service out the window. I will think twice before going back. I started shopping at Walkers when it was a little building off of Sullivan Rd. They sold unfinished furniture back then. That's over 40 years ago. I still haven't heard back from my e-mail to them. That was 3 days ago? Very poor customer service. If customer service is what you look for, look somewhere else!

I Recently purchased a couch and love seat by special order. I was told it could take up to 16 weeks due to COVID-19. I went in the following weekend to make the purchase and another salesman assisted. I again asked timing for delivery and was told no more than 6 weeks. I have to assume he was trying to make the sale and he knew better. When the couches were in 3 1/2 months later, I was told to pay the remaining bill before they could deliver them to me. I said no, I will pay on delivery so that I could inspect them. I was told I could inspect them at the store. That was not acceptable to me since they still had to deliver them. The manager said this was policy and he discussed this with his GM and are currently refunding me my deposit. Too bad Walkers lost a cash sale and I will never do business with them again. And I have purchased furniture there in the past. What happened to customer service? and there is nothing in my contract on this except that the furniture will be released once paid. Pay on delivery...

Kris Colosi

Walker's Furniture & MattressSpokane WAI am writing is response to Customer Complaint ID***, *** ***.They purchased a Serta Insight queen size mattress with an adjustable base Including the free pillows the purchase price with sales tax was $not $4,as stated in
the complaint.Attached is the photo that was taken by the delivery team show no discoloration or stains on the mattress at the time of delivery.Also attached are photos of the mattress that were submitted to Serta which show stains on the mattressAll mattress manufacturers including Serta's warranties are voided when they are stained Stains, soiled or bodily fluid penetration on the mattress voids any warranty for repair or replacement.Bodily fluid stains are a health concern with possible transmission through contact with others Our Kennewick store contacted the customers and asked the customer to clean the mattress cover They cleaned the cover and we exchanged their mattress for a new mattress.This mattress will not be warrantied by Serta because it was stained We gave the *** a new mattress and we will not be able to return this to Serta for credit.We did this to provide Exceptional Customer Service even though the manufacturer's warranty was correctly voided due to the staining.I called and talked with *** and told her that we will bring her a Mattress Pad Protector for free and she needs to put it on the mattress to keep it from being stained again which will void her warranty.If there is another warranty issue w will not replace the mattress again if it is stained It is my understanding that this mattress is used 24/and must have a mattress protection pad on it.If you have any questions, please call me.*** ***Walker's Furniture & Mattress *** *** ***"Exceptional People Providing an Exceptional Shopping Experience!"

*** purchased a Sofa & Loveseat from us on 1-2-Ticket # *** On Contract with Tower LoanWe offer Delivery for customers for a feeMs*** lives app: miles from the storeShe did not want to pay delivery so I offered her a set in plastic to pick upShe
agreed to pick Sat. I had given her a *** dollars off the setShe also wanted a TV stand and I offered her ** dollars off thatShe got mad and said she would never shop here againShe picked up her furniture on 1-18-She called and spoke with my husband on 1-21-and reported a chip on the legHe told her when he came back that way he would make apptwith herShe called on the 30th and blew up saying the sofa was brokeHe explained that when he spoke with her the first time she said nothing about the sofa other than a chip being on the legHe went to her house on 2-15-The whole front board on sofa was brokenWe are going to replaceWhen I get sofa back I will e-mail a pictureIf the sofa was like that on 1-18-she would have turned around and came right back hereWill e-mail you when sofa comes in and we replaceThank You, *** *** (We work close with Tower Loan and nothing has been reported to themNormally, they report damage to them and we follow up.)

*. [redacted] purchased a Sofa & Loveseat from us on 1-2-2014. Ticket # [redacted] On Contract with Tower Loan. We offer Delivery for customers for a fee. Ms. [redacted] lives app: 60 miles from the store. She did not want to pay delivery so I offered her a set in plastic to pick up. She...

agreed to pick Sat. I had given her a [redacted] dollars off the set. She also wanted a TV stand and I offered her ** dollars off that. She got mad and said she would never shop here again. She picked up her furniture on 1-18-2014. She called and spoke with my husband on 1-21-14 and reported a chip on the leg. He told her when he came back that way he would make appt. with her. She called on the 30th and blew up saying the sofa was broke. He explained that when he spoke with her the first time she said nothing about the sofa other than a chip being on the leg. He went to her house on 2-15-14. The whole front board on sofa was broken. We are going to replace. When I get sofa back I will e-mail a picture. If the sofa was like that on 1-18-14 she would have turned around and came right back here. Will e-mail you when sofa comes in and we replace. Thank You, [redacted]  (We work close with Tower Loan and nothing has been reported to them. Normally, they report damage to them and we follow up.)