|Address:||1801 Seminole Trail, Charlottesville, VA 22901, USA|
|Working:||10AM–5PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–6PM 12–5PM|
I have purchased a few furniture items from Grand Home Furnishings in the 20 years I’ve lived in Charlottesville. After my last experience, I will not be purchasing any more. In January 2017, I purchased a leather recliner for about $1,200. About a month or two later, I discovered that a bracing support arm that is part of the recliner’s footrest (located between the footrest and the chair cushion when extended) was poorly aligned when it was installed by the manufacturer, resulting in the leather rubbing on the metal hinge apparatus that opens and closes the footrest. This rubbing had damaged the leather beyond repair. I called Grand and was pleased that they agreed to send someone out within a week or two in order to assess the problem. The person who came to fix the recliner was relatively friendly and on time. He re-aligned the support bracket so it wouldn’t rub on the metal, but said he couldn’t fix the leather and suggested they would need to order a new part. I agreed, and Grand ordered the part, initially telling me it would take at least 8-10 weeks to come in “from China.” This is a piece of metal or wood wrapped in leather, it’s not a large or complicated part. About once per month over the next 6 months, I called Grand to ask about the replacement part. At no time did they ever call me to update me, I had to call them each time. Finally in July, the salesman who initially sold me the chair called me, and offered to simply exchange the entire chair for a new one. I did not ask for this, it was offered to me. I agreed, and we set a delivery date for an upcoming Saturday. The Saturday delivery arrived almost an hour late. After they got it off the truck, the delivery guys discovered they had been given the wrong item, a chair rather than a recliner. They explained it was some kind of issue with an incorrect SKU. Mistakes happen, I understand. Another delivery date was set for the following Thursday. I took time off from work to be home to meet the delivery truck. ONCE AGAIN, the delivery truck arrived with the wrong item – I believe it was the SAME wrong item from the time before. Finally, 7+ months since the initial purchase, I have now received the correct recliner. After the second failed attempt to deliver the recliner, I spoke with someone from Grand who called to set up the final delivery. This was some kind of manager, not my original salesman or the service department I’d spoken with several times about the delivery/repair. At that point (and not any other time previously), I asked what Grand would like to do to compensate me for the time and inconvenience caused by their inability to deliver the correct item nor fix my problem in some other way within a reasonable amount of time. I was told “we gave you a new chair!” Again, I never asked for a new chair, it was offered to me. I fully expected Grand would be willing to compensate me in some way for the 7-month ordeal and multiple failed deliveries. I now understand that was naïve and I should never have expected it. As I said to the person on the phone at the time, I will never be buying another piece of furniture from Grand. I would like to say that my issue is with the service, salespeople, and managers at the store. The delivery workers were very polite, professional, and friendly. Their one late arrival was my only issue, and I believe it was traffic related, not something they could control. It was also not their fault that someone had entered incorrect information into their computer system.
A Private User
I have been buying furniture from Grand Home Furnishings (that used to be called Grand Piano and Furniture) for at least 20 years. I have never purchased furniture anywhere else. Grand has excellent customer service, great sales staff, clean stores and excellent quality furniture. There is no need to ever shop any place else. If on the rare occasion that you have a problem with your purchase, Grand Home Furnishings will see to your every need, promptly and to your guaranteed satisfaction. They also have furniture to fit any budget and design you prefer. I firmly believe that you will have the same experience I have had, if you choose to shop with Grand. After all, 20 years with one chain, should tell you that I am one satisfied customer. I will remain loyal to Grand Home Furnishings for a lifetime. I have used Grand Home Furnishings when I lived in Roanoke, VA., I continued with them when I updated my new home in Lynchburg, VA and just recently purchased a new living room set for my retirement home in Charlottesville, VA. I received the same excellent service at all three locations and would recommend Grand Home Furnishings as the ONLY place you will ever need for furnishings for your home. They truly are GRAND. A very grateful and happy customer. Thank you Grand Home Furnishings for 20+ years of beautiful furnishings. Heather M.- Charlottesville, VA
Really hit and miss, depending on which salesperson you deal with. Have had good experiences with Grands in Harrisonburg in the past, however we just bought a couch from Grands in Charlottesville and Arthur, our salesperson really couldnt have been any worse. He was unbelievably rude, yet we still bought the couch as it was a good price and hed told us he could have it delivered by the date we needed it. That was a flat out lie hed told us to get a sale. Having taken a day off work for the delivery and heard nothing, I called him, he made no apology whatsoever and told me he didnt know when the couch would be in the warehouse. I complained to customer service, one month ago, who never responded to my complaint. I spoke with a gentleman named Chad who kindly arranged to loan us the sales model until our couch could be delivered so we wouldnt be left without a couch. Were very grateful to Chad, since Arthur took a whole month to call us and schedule a delivery and customer service completely ignored my complaint. Im shocked that he can get away with treating customers so terribly. At no point did I get a simple apology for the poor service or for wasting my time. Id recommend Grands, just make sure you dont have to deal with Arthur, hes dreadful!
So glad we didnt do business with them. We wanted an Amish made bed. They didnt have any sample beds to show. They didnt have any color samples to show us. They had a catalog and nothing else but since it was a custom order it was as is, no guarantee or anything. So they wanted $1900 for a bed sight unseen. They also wanted $85 delivery to go literally two minutes down the road, I couldnt believe it. When I gave them a hard time about it they said they could match a place across the street for $45 but gave us a hard time about that. We ended up going to Amish Furniture Connections in Culpeper and are very glad we did. They had bed samples, color samples, were absolutely no pressure, and delivered it from an hour away for $20! The most unbelievable part was the price, we got an equivalent bed for $900, less than half of what Grand wanted. We are very glad we did not do business with Grand.