Exclusive Furniture

Reviews 3

KA

Karen White

I should have believed the bad reviews on Yelp. I thought everything was fine until the day before delivery. I initially went in with an older ad for a particular storage bed I wanted. I went to the store on the 6th, changed the order to a king sized bed and cancelled their adjustable bed base, and paid the remainder of the balance. The original salesman wasn’t there but a manager took care of the payment, reiterated all sales were final and we set up the delivery for the 15th. I asked again about take down and set up since the delivery charge went down, and was reassured again that everything was included. I explained I would be donating my old bed and needed an early appointment. I was again reassured that it wouldn’t be a problem, and so I left, pleased with the service so far. On the 14th, Exclusive called me and said my delivery was scheduled for the 15th between 1 and 4 pm. I told the caller that wouldnt work and I was supposed to have an early delivery in the morning. She said they didnt have any morning slots, but the delivery would be quick and there wouldnt be a problem and they would call me 30 minutes before they arrived and she said would let them know about the early delivery. The next day, I hadnt hears from them by 1 pm and when I called back, that person told me I was the last delivery on that route. I said that had to be wrong. She said she would call me back. 2:30 came and went. No call. The charity called me - I missed their window. I called Exclusive again and got a huge runaround. I finally got to a manager (who didnt identify himself), who explained that that sales people sometimes lied to get a sale, and there was a rain delay and nobody wrote down anything about needing an early delivery but he would make sure the guys on the truck knew that they should take down the old bed. Its now after 4 pm. The manager says they are only 10 minutes away. They finally arrive at 4:40, move the old bed, and attempt to put together the new one. It turns out they are missing all the screws and fasteners. At that point, I should have said take the bed back and get me another one, but the delivery guys said no, it’s just the bag with the fasteners, everything else looks like it’s there. They ask me if they can finish their other deliveries but will come back with the fasteners and finish the bed. Since I also have someone coming tomorrow to put together my adjustable base for the bed so I agree to it. The delivery guys were the only ones who seemed to try and make things right, but they don’t get back until around 8:30 pm to finish the bed. They start to put it together and realize a piece is broken off and shows it to me. He shows me the problem and starts taking pictures and I get ready to call the store, but they finally called me first for once. I tell him about all the problems and at first he says the bed can be “fixed”, and then he talks about how they have to set up a work order and corporate will need to call me and they don’t have any idea when they can fix things. I have pieces of unsigned for furniture scattered throughout my house and propped up against walls; the boxes they originally came in are gone; I really am beyond angry by this time. Because this delivery was so late, there wasnt even the possibility of it being replaced immediately (me accepting "fixed" furniture is not an option). If this was "free" delivery, I would work around their schedule, but I paid for it. And then they sent me broken furniture, left it in my house and dont know when they can fix it. Ive ordered furniture online with fewer delivery and set up problems and this is why I wont be back there. It is 1 pm on the next day and I still havent heard from anyone. You have choices. Dont buy from these people.

MA

Mark Choi

I dont normally write reviews, but this Exclusive Furniture location has been deceptive, unapologetic, and uncourteous. READ EVERYTHING. CLARIFY EVERYTHING if you want to do business with them. Wife and I went shopping for a new bed - we were going to walk out but the sales staff was pretty nice, so we purchased a Tempur-pedic bed with the adjustable bed frame with 0% Financing for four years. Seemed like a deal. They offered me two finance options -- One that was for the price of the bed and then about $1500 more but no 0% financing and one that was going to be the amount of the bed, minus tax. We went a head and went with the 0% financing option, paid the tax, signed the papers, etc etc and everything was good for the day. About a week later, I checked my credit score to see it had taken a more than sizable hit. When I investigated deeper, found out Exclusive had charged 110% of the credit amount on the new account. Not only that, the other financing option (the one that didnt have 0% financing) had been approved as well, leading to double the credit inquiries, and double the damage to my score. I called Exclusive Furniture, which was when I was notified that the employee that sold me the bed had been fired, and manager on duty had been moved to another location, and that the contract clearly states no refunds could happen under any circumstances. I had been duped. The associate even "advised" me to just pay the excess charge and then everything should proceed as normal. After about four weeks of stewing in my anger, and my wife apologizing profusely (it was her idea to even get a tempur-pedic), we just accepted our youthful mistake as a learning lesson. Shouldve known better. Fast forward to when it was time to have the bed delivered, I called to schedule a delivery time which was scheduled 10am - 1pm. I had a family gathering scheduled about that time, so I asked (as a courtesy) to see whether it would be closer to 10am or 1pm. They told me I would be the first delivery of the day, so it should be closer to 10am, and that they would call 30 min ahead of time. No problem. Around 12:30, a bit annoyed, but hey, things happen.. I called Exclusive for a status update. After a few minutes of waiting, the associate told me that I was still scheduled and that they would call me. I explained to them that I was told earlier in the week that I would be earlier in the schedule, when the associate notified me that they dont even leave the warehouse until 11:30am, sometimes 12pm. At this point, I had had enough and got off the phone with them as soon as possible. Dont give them business. Its not worth the headache. Buy your furniture online or from a reputable dealer, not these discount furniture liquidation stores. The only bright side was that the delivery men (though over an hour late after they window they quoted me) were relatively painless and friendly.

HA

Harsh Kumar

My email to Houston CEO and VP Ops today (also my first review, but this is the most frustrating experience). I dont want others to go through the same experience, hence putting this in public: " Hello Sam, Almost a month ago, my wife, I and our ~3 year old daughter went to Exclusive Furniture. We found the sales rep and store extremely nice. Multiple people in red shirts talked to us, provided us details and quick answer. I think they were very competent and helpful. I was even able to text message some of them for immediate reply. After 2 trips, we decided to NOT buy from IKEA where we have gone for the last 10 years and change loyalty. We bought $7000 worth of furniture, which I also think was priced competitively. Then our nightmare started. We did not get all of our furniture. The guys who delivered were great - quick and experts in putting furniture together. They were also very nice to my family which I appreciate. We were missing 3 chairs, 1 bench and glass insert on the dining table. I am not the one who gives multiple chances and instead of returning the furniture, I asked them to redeliver missing pieces. Without going into too much detail, after ~15 time sucking calls, changing delivery times multiple times to accommodate for our schedules and daughters day care, and two wrong deliveries over the last three months, I am fed up. Second time, they showed up with a mirror. Third time they showed up with a larger glass insert. It is sad to see that one part of your operations is fantastic and other one (logistics and warehouse) sucks so bad that it makes all of you look incompetent. I wanted to first reach out to you- someone who is unbiased and take actions. However, I do not want my friends and family to undergo the same experience. I will post this on google, facebook, linkedin and twitter in a couple of days if I do not get resolution. "