I dislike leaving such a poor review because I love the furniture I've received so far. However I've had more hassles just trying to get a single piece. I love their guarantee to make you happy and accept returns, but their returns are anything but seamless. There are at least three instances of deliveries that weren't satisfactory, and wrong items were brought. My main issue is with an exchange/ return I did with a dresser.
When my dresser was delivered, the finish was not what I expected, so I wanted to return it. They sent someone out to tell me if the texture I felt was the finish or just something fixable. It was the finish, so we started a return. I did this and found a different dresser in its place. When it's time for the new dresser to arrive, they bring me another dresser that is identical to the old dresser. The delivery guys didn't want to take the old dresser, eventually they did take it after I phoned the store, but they left the mirror as they stated they couldn't take it. This struck me as odd, especially given that the mirror is part of the dresser. They attempted to fix this issue by throwing in the mirror on the new dresser for free. However, the mirror on the new dresser doesn't cost extra. So no cost has actually been waived.
In terms of customer service, I've had service ranging from excellent, to okay, to just awful. We had a woman on the floor who was fantastic and helped us find what was needed. One older lady in the payment area was somewhat rude. There is a man who I think is a manager who seemed put out when I had to do exchanges. From the corporate level, I was supposed to receive a phone call regarding my experience. This has not happened. I did receive a phone call from a top manager at this location, she was somewhat helpful. She did call me "hon", which I do not appreciate. I was asked when I would available for delivery. I was told the time I provided would acceptable. I provided the time. The delivery was pushed sooner, still notated my available time. My delivery was cancelled without my knowledge. I still haven't received my desired furniture.
Their products are sturdy and comfortable. However, unless you're absolutely positive about what you want, and don't do any returns/exchanges/etc. don't shop here. read more