Knight's Mattress & Furniture — Attraction in American Fork

Let me start by saying we've been customers of Knight's since 2002. My husband's college roommate worked there and bought his furniture from there. We never had a problem and were always satisfied with our purchases--until this past year.

It began October 2019--I needed a new kitchen table and bar stools--but then would also need to design my living room so it could all blend. I was thrilled when I went in and they had a designer who could help me. Danielle was fantastic. She really listened to us and simplified the process. My husband wanted deep couches. We wanted recliners that didn't look like recliners. She helped us with colors and to put our living room together. It was fantastic.

We ended up ordering 4 bar stools, 10 chairs, a kitchen table, two couches, two recliners, and two hutches.

The first issue was when the chairs were delivered. It appeared the seats had become detached from the chairs and a nail gun had been used to reattach them. Knight's switched them out and explained that they have lower prices because they don't have a warehouse--so most of the items are opened in our home.

January--When the hutches were delivered, the door was broken--they came and switched it out.

The real issue was with communication. When I would call with an issue, it would take weeks to hear back. And we placed a significant order of several substantial pieces of furniture.

Our couches took longer because we chose custom fabric. And because of Thanksgiving and Christmas break, it took longer for them to be finished. When they finally did arrive, we were told the manufacturer had sent the wrong couches. So, we had to wait months again for them to arrive. Though we ordered our couches in October, we did not receive them until February 10th. One couch had what appeared like black permanent marker on the fabric--fortunately, it rubbed out with my effort.

February--After our recliners were delivered, we observed another issue--when they reclined there was exposed particle board inside the chair that would put pressure on the fabric on the back of the chair causing bulges and eventually holes. I contacted the company repeatedly --Danielle said she'd handle it. But, it took months without any communication from the company. I would email or call without any response. Danielle would always have an excuse and bring up her personal issues as interferring with her work. Finally, I gave up on Danielle and talked to a manager, Dustin.

Dustin had our recliners picked up for repairs. He promised they would be worked over and fantastic. When they arrived, the were dirty with sawdust, smelled, there was wrinkling in the armrest where a popping sound had been resolved, and the particle board had a messy packing foam folded and stapled to it.

After back and forth, we finally sent the chairs back to be returned.

May 27th--A hole appeared in a cushion on our couch. I emailed customer support and it took a 3 weeks for them to respond (June 17th). The cushion wasn't ordered until June 28th. We still have not received a replacement cushion. I left two messages for Dustin and finally heard back, again after months of waiting to hear back. When he finally responded, he too brought up personal issues for reasons for not responding.

By posting this review, I am terrified it will discourage them from helping me any further--but what could be worse than this? It has been the most miserable experience and I will never return. If you are looking to purchase items in store--I think you'll be ok. But, I don't know that I would risk designing a room. Go to Ashley or LaZBoy.

I have to say that I really enjoyed my several interactions with the delivery guys. They are hilarious and I loved chatting with them every single time they came.

My hopes by posting this review are that perhaps the owners of the business will respond and help address my issues. I have no confidence in the quality of products I have purchased and if I could, I'd return everything and start over somewhere else....

I don't typically leave reviews, but we have given Knights so many chances to make things right...

I will NEVER purchase from Knights EVER again. Our experience with Knights has been stressful, frustrating, and absolutely ridiculous.

We got damaged product multiple times. We waited for months upon months for the furniture we purchased with our hard-earned money. We had to regularly make phone calls about the products we purchased because our ETA for their delivery kept getting pushed out.

We purchased a hybrid twin mattress, a table and chairs set, and a sectional from Knights. We made these purchases in November.

Twin mattress and frame was available, but it wasn't delivered until our table set came in. Table set and mattress, plus frame, was delivered mid-January. Matress is definitely not what we expected. My daughter is so uncomfortable and doesn't sleep well on it. We're stuck with this because we didn't get a warranty or anything for the expensive mattress and the frame. Big mistake. It is what it is, I guess, at this point. After so many issues with this company, I don't have the time or energy to try to get a different mattress.

We have had so many issues with the items we purchased. SO many.

When our table and chair set arrived, it was clear that the manufacturer didn't put a finish on the tops of the chair set and table. The finish completely flaked off within a couple of days. Our brand new table and chair set looked like we'd had it for years, not days.

We reported the issue, our frustration, and our concerns, and were told we would get a new chair set "immediately......."

Another month later and we FINALLY get our first replacement for the table and chair set we spent A LOT on.

This was in late January/ early February. Mind you, we still hadn't received our sectional about 10 weeks after we purchased it. They kept pushing back the ETA date. The only way we knew that our ETA for the sectional was pushed out was when we would call because the dates we were told came and went.

Once we FINALLY received our sectional, a portion of it had a COMPLETELY bent frame. So incredibly frustrating as we had waited MONTHS at this point. Fortunately, they were able to replace the frame within a week or so.

Let's go back to the table and chair set. They gave us replacements WEEKS after we reported the issues we were having...The set they said would be replaced "immediately."

We had to continually try calling to find out when we'd receive an undamaged table and chair set we purchased. Our replacements FINALLY came. 3 of the 4 chairs are quite literally FALLING APART. We are now being told that we won't receive our (hopefully) better replacements until the END OF APRIL!!!

These are multiple "mishaps" now, at this point. We ordered our furniture in NOVEMBER and here we are. I'm so frustrated and angry. Who is to say that this 3rd table and chair set will not be defective like the last two? I now have to wait almost two more months for these replacements.

Completely ridiculous and so not worth it! Save yourself the time and pain here. Go ANYWHERE else for your...

I sincerely wish that I had read the reviews prior buying a bedroom set at Knights Furniture in Lehi. After delivery of my bedroom set I noticed some manufacture defects with my dresser. I contacted Knights and they told me to send in pictures. After a month they said they had received the replacement dresser and had inspected it. The delivery guys showed up Saturday with a chest- I said it was supposed to be a dresser. They contacted the store and they said that someone from customer service would call me. I said please get whoever you just spoke to on the phone- I explained that I was a little frustrated and that I didn’t want to wait another month to get this handled. The girl on the phone said the customer service department made a mistake in selecting the wrong item. She then offered the floor model to me. I said I paid for a new dresser and that is what I would like. She said that she would tell the manager and see if they could check other stores and that someone would call me that day. No one ever did. I called Monday night and was given a huge run around- the woman had the gumption to blame me for probably not taking the right pictures of a specific tag?! She was horribly rude and unapologetic. I said two or three times that I want to talk to someone in in charge because I feel like I am not being helped. She said “well I didn’t talk to you Saturday so I don’t know why the girl would tell you anything like that, but our customer service people don’t even contact people on Saturdays and they have a process and you are just going to have to go through that again. So someone will call you.” I said I have been told that before and no one did. I said I think I have been really patient and I just want to get this taken care of. I insisted that I wanted to speak to Nate, who is the owner, and she said, “well it won’t matter because he will just make you go through customer service anyway and I can tell you right now that he is not even going to talk to you until you speak to Dustin, who is the store manager”. I said well is he going to call me soon? She said “well what do you want me to give you his work schedule?” I was very appalled by how I was treated on the phone (she never told me her name) and by the time we were done she said that I can go through the manufacturer myself?? What kind of company treats their customers this way? I was treated horribly. I believe that Knights ultimate goal is to get you to give up. I am under the impression that all of the negative reviews on here are what speaks of their character as a company- Once they have your money they do not care. I would never recommend anyone to ever shop here- they absolutely do not care about...