Art Van Furniture - Downers Grove

Reviews 3

ST

stacy simek

Edited review: EMPTY PROMISES!!! Because of disastrous mess up with delivery and delays, I was promised a credit for the delivery fees. THEN, after a second and a third disappointment with empty promises of delivery of furniture, I was promised a credit of $200 for my purchase. 2 months later, no such credits are on my statement. I called the store Saturday, 12 minutes and 3 sales associates later, no body but the service desk could help me and that desk had been closed for the weekend for 2 hours already!!! I was told someone would call me on Monday!!! Still no call back by Wednesday, so the store was called, again. Again, nobody was available to help me!!! NEVER BUY FURNITURE FROM ART VAN!!! 5 weeks, 3 failed delivery attempts, and still no furniture!!!! The ONE star is for the sales team! John Manning, Mike Siet, and Juan Hernandez were polite, responsive, and friendly to work with. (modification...since beginning the writing of this review, Juan Hernandez has heroically resolved this problem and with his very own truck is delivering my daughters dresser to my house, in the next couple of hours!!!) I ordered 3 pieces of furniture from the Downers Grove store, Thanksgiving weekend; a floor model dining room cabinet, a dresser, and a bed. There was a major debacle with the first delivery. The next delivery was to happen Dec 6, I took a day off of work to be available for the delivery. This was for a piece of furniture that was purchased off the floor, and I live 20 miles from the store. My delivery window was 2:00-5:00pm. Not until after 5:00pm when I CALLED to inquire about the delay in delivery, was I notified my cabinet never made it on the truck (which by the way, I was told the trucks are loaded the night before...it was known for more than 18 hours that I would not be receiving a delivery, today, but NO ONE CALLED ME!!!) Finally, 2 days ago (5 weeks since purchase from a store 20 miles from my house) my cabinet was delivered. Beautiful, but beyond frustrating!!! Now, today, the final delivery was scheduled to occur between 8:00 and 11:00. Again, I took a day off of work to receive my delivery. And, as one would, I cleared a space, removed the old furniture (totally living in limbo with clothes and household items all out of place), and was anticipating order in my house after 5 painful weeks. YOU GUESSED IT, DELIVERY FAILURE!!! At 10:15, I received a call stating my dresser arrived to the warehouse damaged and a replacement would not be available until February or March!!!! I asked the stores customer service girl who had called to inform me of this disappointing news, how do I arrange to have a previously delivered bed picked up and cancel this order. I was informed I would be charged a delivery fee!!!!! OH, NO I WOULD NOT!!! I called the corporate office to talk to Berry Davidson, Chicago regional manager and was transferred to Trish, corporate manager. While I was retelling the madness of this delivery disaster, I could hear Trish clicking away on her computer...was she even listening to me????? Hey Trish, tip, when a customer is frustrated enough to call corporate headquarters, maybe stop what you are doing to at least pretend you are listening to the customer. Even if you are taking notes about the complaint, consider taking them with pen and paper and transcribing/scanning them into your electronic files, later. The clicking away portrays a dismissive attitude. NOT AT ALL APPRECIATED!!! As I stated before, Juan responded immediately with a resolution that was tremendously appreciated and remarkably beyond expectations!!!! Sending warehouse delivery guys in his very own personal vehicle to ensure I have my furniture, today!!!! Heres to hoping 2017 bring peace, joy, organization, and relaxation.

RE

Reese Porter

They have a good selection and the Downers Grove store is huge, but their attentiveness to their customers is garbage once they have the sale and the customer is out the door. We placed an order for a dinette table and 4 chairs at the beginning of June and the salesman told us he had to order it directly from the manufacturer as it was a sale item they didnt have in store. He said it should take no more than 10 days to get it in and that he would call us when it was available so we could pick it up. No problem. Flash forward to almost 20 days later. We hadnt received a phone call and my limit to give companies the benefit of the doubt had been reached, so I called them. I told them the purchase history and the girl said someone definitely shouldve called me by now. Well they hadnt but at least that means the table and chairs are in, right? Well, no. The table and only one chair is in. We definitely needed the table to host some people that weekend (we just moved in to a new house and had very limited furniture) and we could always borrow some folding chairs from the in-laws so whatever. Upon pick-up of the table and one chair, we asked the girl when the other three chairs would be available and she told us the first week in July and that once again our salesman would call us when they are ready. Mid-July and my fiance and I are at the table for breakfast and we realized we had completely forgotten about the chairs as we had gotten used to the folding chairs. Obviously no one had called us so once again I called them. Surprise surprise, same story. The girl on the phone, who was very nice, said our salesman (George, I believe) should have called us as the chairs were available for pick-up. She said the chairs had just come in a couple days ago, but at this point I had to believe that had I not called we would have never heard from them. I cant honestly recommend Art Van to anyone at this point as it seems (based on my experience as well as the other reviews Im now reading) the salespeople are only interested in performing only half their job; The half that lines their pockets with commission. The other half that entails good customer service and following through on their sales seems to be lacking. Having worked in retail for many years I feel confident in saying I could sell circles around the salespeople there, as gaining repeat business through great customer service is key. And thanks to the lack of customer follow up from Art Van, the 10 person dining room table, new L-couch for the basement and the 4 bedrooms worth of furniture we will be needing will gladly be purchased elsewhere.

AL

Alec Watson

Awful place. Do not shop here. They constantly move prices around and have fake "sales". Purchased a dining table for one price, came back a week later to find it now priced more than 150 less! Thankfully they honored the change, but be warned--all their prices are fake. We actually saw one particular floor model item increase in price upon a return visit (a non-returnable item, mind-you). Sales people hound you like no other, cant shake them. I get it, theyre on commission, but you cant just browse. You get followed around, constantly. Theyll tell you anything you want to hear. Our experience went sour thanks to a couple of lamps. Sales folks dont know enough about how their items are delivered. We bought 3 lamps with a large order, expected them delivered with a sofa and table, and come to find out one floor lamp was erroneously canceled and the other two table lamps wouldnt be available until "mid September". Fine, theyre on backorder. Frustrating, but whatever. So I call the store to find out when theyll be delivered. Their response was "We dont deliver lamps". Wouldve been great if someone told us that! Not too big of a deal, I live close. We go to the store on Sep. 29th to retrieve the lamps and are told "Theyre at the warehouse, we can get them here in a few days". So much for mid September. So we come back on October 3rd (dates are a little fuzzy, but at least 4 days passed), and are then LIED to by the manager; he said he told us they would be in October 10th. That date was never discussed, and I know for sure as I would have blown my top hearing that date knowing that that would be essentially a MONTH late. In the end, I cancelled the lamps and bought 2 lamps online that were *delivered* to my home the *very next day* for free with my, shall we say, "sublime" membership at an online retailer named for a famous river. AND, the lamps were exactly 100 dollar cheaper than whats at the store, which paid for my years "sublime" membership. Bottom line, this place is a wreck. Expect to be surrounded by Yes Men/Women, expect to not be given important information, expect shady sales and pricing schemes, and expect a staff who genuinely doesnt care if you have an issue. The one area where I give them credit is that the actual tangible products they sell are nice. I very much enjoy my dining set, as well as the sofa. But it was NOT worth the aggravation. Not. One. Bit. Any decent store wouldve been extremely apologetic, and gone to great lengths to rectify these repeated missteps. Not Art Van. They couldnt care less about their customers.