Gates Furniture & Mattress — Attraction in Grants Pass

My wife and I purchased a new bed from Gates. After a few weeks, we noticed that there was considerate amount of dipping/sagging on both sides of the mattress. We went back into the store and arranged to have them replace it with another one since it was under warranty. The sales associate helped us get the matter resolved. While we were there, we decided to look at a dresser. We asked the sales person some questions about the one we wanted and we were specifically told that it came with a mirror after asking if it was included. We agreed to purchase the dresser based on the information she had told us, expecting the $1600 dresser to come with the mirror. On the morning that they delivered the dresser, there was no mirror. I asked the delivery crew about it and they said to call the show room/office. I called and spoke with a manager named Ben and he told me that the dresser and the mirror were to be sold separately, but that the mirror is now half off the retail price so if we wanted to purchase it it would be $200 instead of $400. It's disappointing that we spent over $6000 in the past month and we ended up being misled about our purchase and we didn't get anything more than a "sorry". One should be very careful shopping at this store as they are very good at moving things around and manipulating a situation. What we saw was a brand new flex steel dresser that had one price tag of $1,599.98, we did not see any other price tags, and were told that the mirror was included. Why would you display a piece of furniture with a single price tag and then tell the customer that it is sold separately after the purchase? That is bad business. We're honest people and we expect honesty from any businesses that we deal with. Our previous purchase of a couch was delivered with a damaged leg and it ended up scratching our floor. The leg was repaired but we let the floor scratch slide as accidents happen. We're new to the area and wanted to support a local store, but we've had one too many disappointments with Gates so we'll have to take our business elsewhere...

DISAPPOINTED WITH GATES FURNITURE I have been a 22 year customer of Gates and this past weekend I experienced the worst possible case of customer service. Over the years I have spent thousands and would say 90% of the furniture in my home has been purchased at Gates. Never have I paid a delivery fee from them. Last year I purchased a $6k bed set, this year, just last month I purchased a $2k table and chairs. Delivered for free. This last weekend I went in and decided to purchase the buffet that went with the table and chair set. The original price tag was $1198 on it. The same sales women, who is very professional, said it would be either a $100 discount to pay outright or I can have financing interest free. I went with the cash discount for $1098 on the piece. When she was writing up the sale she said will you take it with or delivery will be $69 I stated that I had not paid delivery before and I got the discount last month and the free delivery. She proceeded to say that was a special yet I do not recall any special. I then stated that I had been quoted less on this piece elsewhere but I was not asking them to price match this, as I believe in loyalty and also purchasing local, (I too have a business) all I wanted was for them to think of me as a good customer and offer to deliver for free. The saleswoman said she would ask management. A few minutes later she came back and said that he said no. WOW. 22 years of loyalty and this is how they treat a good customer. I called today and spoke with Nick Gates, the owners son. He basically told me that my loyalty didn't matter, they charge everyone a delivery fee (funny as I have never paid it before) and wished me luck going elsewhere. Got to say I have never been more disappointed in a small town business before as much as I am about Gates Furniture. Garrison's in Medford was $1098 on the piece and offered me free delivery when I asked. I have never purchased from them before but they got my business from here out. Sorry Gates, you lost a very loyal customer. I hope you learn what good...

About 6 years ago we purchased a Simmon's mattress from Gates. The mattress became unbearable to sleep on and sagging on both sides - alot. We contacted Gates and they sent out a technician right away to check out the issue . He was on time and very nice. The technician said the mattress definitely had some issues and reported his findings to Gates. Simmon's rejected our claim because they said we used the wrong frame for the mattress. This is not true and we called the store we purchased the frame from and they confirmed that the frame should not have cancelled out our warranty with Simmons and that it actually had more supports in the frame then Simmons required. Upset, we called Gates and again they immediately sent out a technician to look at the mattress. (same man as before). He took more pictures of the mattress and frame and they sent in the issue to Simmons. Simmons rejected our claim again. Gates stepped up and since Simmons wouldn't stand by their warranty, Gates did. They didn't have to do that - their obligation for the mattress was over but they helped us and gave us the full credit Simmons should have given us. THANK YOU GATES!!!! We got our new mattress (not a Simmons) within a short period and it is wonderful and so comfortable. Thank you Tom in the mattress department for all of your help!!! You were great and so patient!! The furniture at Gates is beautiful and their sales people are wonderful. We have purchased many pieces of furniture from Gates through our 35 years here and they have always been amazing and professional. The quality of their furniture is excellent - 5 stars. Their deliveries are on time and the people are always friendly. I will always go to Gates first when I'm looking for a piece of furniture!!...