Grand Home Furnishings — Attraction in Christiansburg

We bought a Tempur Pedic mattress from this place on 9/16/17. Yes, you can take a look of my posting date and see that it's been 11 days. No delivery.

We were promised delivery by sale person saying last Friday. And when we waited the whole morning and called back last Friday, they had to deliver it on last Saturday when we told them we had to be on a road trip. The manager guy promised delivery before 10:30 am on Saturday. And guess what, we have a voicemail evidence showing, on Saturday, warehouse called and told us they wouldn't show up until after 11 am. Great. We said sorry we were not home. And expected delivery on Tuesday, which was yesterday. No call the whole day yesterday for anything about mattress. Called back and someone promised a phone call will be coming today, Wednesday, before 11 am to schedule delivery time for today. And guess what, yes no surprise at all, no phone call.

I really don't know what makes Grand home furnishings survive this long. Maybe some luck and tolerance from nice people. But we as customers have already compromised our time schedule for their delivery. They have to betray our trust day by day.

Some other important things we found unbelievable are: 1. Nobody feels responsible to update us the status of our merchandise after we paid the money; 2. Zero communication seems to exist between sales people to warehouse people to delivery people.

I really wish I can see this store bankrupt one day for their poor customer service.

Update I called their 866 customer service number and got those info: Nobody scheduled our delivery for today; 2. There is nothing the store can do for people who didn't do their job; 3. The customer service lady who has been working as customer service representative for 42 years can only tell me: I apologize, I am sorry for what happened to you, do you want us to reschedule a delivery? 4. I have to deal everything with local store. (Yah, I don't see the purpose of the 866 number existence... Sorry, the customer service lady who has been working as customer service representative for 42 years.) 5. What they say on their website: "... Or you can schedule delivery for whatever is convenient for you..." is not possible. (Eh, not sure why you say it then...) 6. The store delivery for Tempur Pedics is already for free, I shouldn't expect too much from free service. (Umm, is there a store not delivering Tempur Pedic for free?)

Then I called store, assistant manager lady made me realized: 1. The Saturday delivery was failed because we said we couldn't promise to be home due to road trip despite the fact that on Friday the store promise delivery BEFORE 11 am Saturday while the warehouse called to schedule delivery Saturday morning saying delivery AFTER 11 am with voice mail as evidence. ( Yah, don't forget, the store don't really communicate promptly with warehouse.) 2. The sales lady who is responsible for scheduling delivery happened to be not working on the Friday when we tried to schedule delivery and Tuesday (yesterday) when we tried to schedule delivery again. Very convenient. And no one else is supposed to be responsible. I should understand when their employee is off work. ( We learnt that some family business is involved... but shouldn't your work be forwarded to someone who is not off duty?! So it's better to lose customer trust over commission. Got it.) 3. And somehow we are suspecting someone is trying to push us to cancel the deal: my husband tried to talk to store manager yesterday and someone said he wasn't there while apparently he was on duty, and then my husband's attempt to schedule delivery for today was not put down in system...( Smells fishy...) 4. They really don't care about losing customers. The assistant manager hang up on me with a sassy attitude after I tried to tell her what is really happening of several times of delivery schedules. And we are pretty sure we are labelled unreasonable or angry...

My Dad went to Grands and purchased 2 recliners, a mattress, a box spring and a pillow. They scheduled the delivery for Thursday and I got a text saying it would be delivered between 12:30 and 2:30. The delivery drivers showed up in a timely manner. Once they got there they asked where the furniture was going and I showed the gentleman. He processed to tell me he didn't ha r a mattress and the invoice wasn't showing a mattress. I explained that I was with him the day he purchased it so I knew it was supposed to have a mattress. He said the best thing to do would be to call the Christiansburg store and speak with them. The gentleman I spoke to said that there should be a mattress his invoice was showing it, I told him that I would let him speak to the delivery driver. After they spoke I got back on the phone with the man at Grands and he said he would have someone leave the store and go to Roanoke at the warehouse have him pick it up and they would deliver it and it should be about 2 hours. After about 2 and half hours I called and asked if I could get a estimated time it would be delivered and the woman said she didn't have that all she knew is he got stuck in traffic and she didn't know how long it would be. After another hour I called and asked to speak to the manager. She got on the phone and I told her why I was calling and that I was trying to get a estimated time it would be delivered. And explained if it was going to be longer than what I was told a phone call would have been nice. She said she didn't know who told me it would be there in 2 hours and I explained their employee when I called about the mattress not being on the truck. She told me 45 mins. The mattress eventually showed up an hour and 15 mins after she told me 45 mins. For it to be their mess up they wasn't very apologetic and definitely didn't try to fix the issue that they messed up in a timely manner. A delivery that should have been pretty simple turned out to be a all day issue with countless phone calls. I think it's sad that you spend thousands of dollars on furniture and get the customer service...

I had bought from grand here and there over the last 10 years and even though my experiences never went according to plan (missed delivery dates, misplaced orders, incorrect orders, etc). I learned to tolerate and expect these errors, chalking it up to high volume during "sale" events and a higher level of focus on keeping the "free" cokes stocked in the fridge. So I continued to shop there basically out of convenience. But thanks to my most recent visit I won't have to settle for their poor customer service anymore. I came with a simple no-nonsense question, "I like this sofa, here is the price I can get it for at this store, can you come close to that price?" From there It was as if they were reading from the sleazy sales tactics playbook. I was given the "I have to speak to my manager" line (when all she was doing was trying to buy time to research the other price). I was Interrupted and distracted by another sales associate in attempt to give them time to figure out another excuse that they think I'd buy. So I left and it took about 15 minutes for them to call me back saying that the reason the other stores price was so good was because it wasn't the same sofa as the one at grand. It took me 2 hours and 4 phone conversations for them to finally admit that it was in fact the EXACT same sofa. But even after being caught in an obvious lie, no apology was give only more excuses and diversion from the truth, blaming misinformation from the manager. Honestly I am not a timid person, I can handle the circus of commission sales, I actually find it comical at times. Actually if Grand would have been honest and told me they couldn't match the price but still would appreciate my business I probably would have agreed because the final offer wasn't that bad. But instead they chose lies and deceit, so I chose to buy the SAME sofa from a different store for a better price, with a lot better sales associates, and a lot better customer service. ...