Pilgrim Furniture & Mattress City Southington

Reviews 3

KE

Kelly Valderrama

I ordered new legs for my couch and they ordered the wrong ones even after giving the lady on the phone (when initially making the order) a detailed description of the right product. I shouldnt have had to explain which ones in detail, but I know Pilgrim to mess up my orders. When I first bought my (Ashley-Jessa place- Chocolate) sectional couch about a year or so ago they sent me half of the couch I ordered and the other half was a different couch and the couch wouldnt even connect so it took up all of my living room, they also installed the wrong legs in which I had to have them change along with exchanging the wrong couch for the right one. Which is exactly why I dont get how they can mess my order up AGAIN. When I called to tell them that I had the wrong couch they tried to convince me that sometimes they look different when you get them. I explained how one arm rest was square and one was round and how the couches had completely different stitching and cushion size and they still tried to convince me to keep it. I practically had to demand that they take it back. ON TOP of all of that I had to wait about 6 more weeks for the right one to come in so for 6 weeks I had miss matched furniture after spending about $1,800. IF THAT wasnt bad enough, now Im going through the same thing all over again and each time they are blaming the manufacturer for the mistake. The employees need better training on how to place orders and better customer service skills. The lady that I spoke with yesterday after getting the wrong order didnt even have any sympathy towards the situation. She never apologized for the inconvenience, all she did was say she has to call customer service on the phone. After talking to customer service she told me that they were checking to see if I was given the wrong box and when I explained to her that my name is on the box and that theres a good chance that they just ordered the wrong ones she ignored me and helped the next customer. I didnt get her name but she was sitting at the second computer and had long hair and it was around 4pm on 6/27. When I spoke to Heather on the customer service phone she told me that the manufacturer sent the wrong feet to the couch and I explained to her that this is about the 3rd time that pilgrim furniture has messed up my order. She told me that there was nothing that she could do for me until Monday. (Heather also helped me out last year when I got the wrong couch and she did credit me back the delivery fee for the inconvenience.) So again I got stuck with a product that I didnt pay for and again I have to wait for what I actually ordered. I love my couch it is absolutely comfortable and that is the only reason I didnt rate Pilgrim Furniture in Southington, Ct with a 1 star. Not to mention while I was waiting another customer came in and was complaining about how her two chairs broke after just buying them there, so Im not too sure on their product quality either. I love my couches, but can I just get some feet for it already? before my living room rug is completely flattened !!!! Im seriously fed up with Pilgrim Furniture, I hope I never need to order anything else for my couch again.

CA

Carol McGeever

We have been shopping for a couch and a love seat for a while now. We have been to every furniture store within a 100 mile radius. It got to the point, before we walked into a store, we would make sure all the sales people were busy with other customers or try to sneak in, while no one was looking......but, our experience at Pilgrim Furniture was totally different, it was actually pleasant. We walked in, and no one bothered us. We walked around and looked through their amazing displays, as there are many, perhaps too many. A young lady approached us after a while, introduced herself as Rebekah, and immediately made us feel welcome. She was courteous, knowledgable, understanding and most of all, gave us time alone to wander through the store. Every so often, she would come back, always smiling, address us as if we were friends, and yet with total respect, to see if we had any questions she could help answer. We had many questions....she was always professional, explained everything, if she did not know the answer, she said she would look into the matter and come back with the details. She answered more questions than one can imagine, yet, she always smiled and gave us space and time alone to talk and explore their store. We left the store with a new perspective to furniture salesmanship, a pleasant one....who would think this could be possible? Before we left that day, Rebekah gave us her card. During the week, I emailed her, asking about furniture we did not even look at the first time we were there, and she answered every question, more than satisfactoryly. We returned during the week, again to torture this poor girl, but again, she went above and beyond to help us and make us feel comfortable. Rebekah is our idea of an exemplorary sales person. Hopefully, her management realizes her potential and her ability to relate to people. She has made a lasting impression on us, and because of her, when we purchase furniture again, Pilgrim will be the first place we shop. We have not received our furniture yet, but Rebekah has set the bar pretty high, I hope the remainder of the Pilgrim Staff and the delivery of our new furniture can live up to our expectations.

TI

Timothy Kessler

I have never written a poor review about any company until now. This has been about the worst experience I have ever had with any company. We spent a lot of money on a bedroom set and are going to be returning it because of numerous issues with the product and customer service. When it was delivered there were issues with almost every piece (scratches, dents, broken drawers, uneven finishes, etc.). Two weeks later they sent out a "technician" to marker in the scratches, glue pieces back together, and fix a broken drawer. Unfortunately, the "fixes" looked like crap and we had the technicians boss come out and agree that it look horrible and the door broke again. They agreed to give us new pieces. This past weekend, after waiting over a month for the new pieces, they arrived and are in worse condition than the ones we have. The worst part is the driver told me that he was aware of these issues with the "new pieces", but his boss ordered him to deliver it anyways. I was shocked that they would knowingly send out furniture with scratches and dents to any customer, let alone ones who have already had these issues. They wasted 4 days of my time and offered to give me a small discount, but in no way was the discount even remotely worth the time and aggravation this has caused. If I wanted crappy furniture I could have gone to a lot of other places or spent a fraction of the money, but we wanted a nice bedroom set to last us the next 30+ years. We are returning all of the furniture as cannot take off 4 more days of work to deal with their incompetence an poor standards. Too bad for them as we just moved into a bigger house and were looking to buy more furniture....obviously we will NOT ever go back to Pilgrim Furniture ever again and we will be telling all our friends and family about our experience and will encourage them to look other places for quality furniture. If you want quality, do NOT go to Pilgrim. There are a lot of other stores might actually care about the furniture and their customers.