Exclusive Furniture — Attraction in Houston

DO NOT BUY FROM EXCLUSIVE FURNITURE – DECEPTIVE SALES PRACTICES & ZERO ACCOUNTABILITY

We had an incredibly frustrating and disappointing experience at Exclusive Furniture that ended in deception, poor customer service, and a complete disregard for accountability.

Initially, we purchased a couch and a warranty to protect it, specifically discussing our concerns about our cats and potential damage. However, upon delivery, the crew claimed the original couch wouldn’t fit. So, we returned to the store and spoke with Jesus, who reassured us and told us to simply pick another couch.

The replacement couch was actually our second choice, one we had previously passed on because Jesus himself had advised us it was lower quality. However, since it was a modular design, we figured there was no way the delivery crew could again claim it wouldn’t fit. At that point, Jesus informed us that the replacement was more expensive but said he was able to get the manager to lower the price to match our original deal.

At no point did he inform us that swapping the couch would remove the warranty we had purchased. He made us feel at ease, never mentioned the warranty’s removal, and we left the store believing we had made a simple swap—still with the warranty in place. I was with my pregnant wife, who gave birth three days later, and frankly, I just wanted to get her home. I didn’t scrutinize the receipt because I trusted the store to honor the deal we had made. That was my mistake, and I own that. But that doesn’t excuse the major omission of critical information on their part.

Fast forward seven months: Our elder cat sadly passed on this couch. If you’ve ever lost a pet, you know that’s not a simple cleanup—fluids and odors seep in beyond repair. That’s exactly why we got the warranty in the first place. When we called Exclusive to process a warranty claim, we were shocked to find out we had no registered coverage.

I spoke to Greg, who showed zero concern for the fact that his employee misled us. He flat-out refused to provide me with the district manager’s contact information and only revealed the name after I had to insist multiple times. He promised a follow-up by text or call by the end of the day. No surprise—he never did.

At the end of the day, the issue comes down to this: We were misled. Whether intentionally or through sheer incompetence, Jesus failed to disclose that swapping the couch voided our warranty. If the price difference had been a factor, we would’ve gladly paid the extra amount. But that decision was taken out of our hands through deception.

We were initially happy to have a couch, but we did not get the deal we agreed to. Instead, we got the deal that was most convenient for Exclusive Furniture. And after the sale? They didn’t care—Jesus got his commission, and we got stuck with a couch we can’t even use.

What makes this worse is that we just bought a house and were planning to purchase a bed, kitchen set, and furniture for three rooms. We were prepared to pay cash upfront. Instead, Exclusive Furniture lost out on thousands of dollars in future business.

Exclusive Furniture, Greg, and whoever “Chad Duffy” is (if he even exists) have made it abundantly clear that they don’t stand by their customers. We’ll be taking our business somewhere that actually values honesty and accountability.

Avoid this place...

Craig and Eduardo were amazing! Very professional and helpful from the moment I stepped into the store. I purchased everything I wanted/ needed to make my new place a home.

Edited Review for Exclusive Furniture:

I initially had a great experience at Exclusive Furniture—as referenced above however, my experience since then has been frustrating and disappointing. I financed nearly $6,000 worth of furniture during the Presidents’ Day sale, but Exclusive Furniture has failed to deliver part of my order and refuses to cancel undelivered/ un-stocked items. Despite having written confirmation from Craig that certain items would be removed from my order, I later learned they were special-order items that could not be canceled—something that was never disclosed upfront. Unbeknownst to me, they have a strict "all sales are final" policy.

I have also faced multiple delivery failures—after rearranging my schedule several times, my furniture was a no-call, no-show on three separate occasions. Customer service has been dismissive and unhelpful, with corporate refusing to take responsibility. When I tried to escalate my concerns, I was informed that the Executive VP does not accept customer complaints, and emails to the owner, Sam Zavary, have gone unanswered.

Additionally, I was pushed into financing with misleading terms, only to later discover that their lease-to-own structure, if not paid off within 120 days—will cost more than three times the original purchase price. The company also charges interest on the total amount financed, even for undelivered furniture that Exclusive Furniture refuses to cancel.

I can no longer recommend Exclusive Furniture as a whole due to their lack of transparency, poor customer service, and refusal to address valid concerns. If you’re considering financing your purchase, be extremely cautious and ask detailed questions, as their lending partner’s terms...

If I could give them negative stars, I really would. My experience with Exclusive Furniture – Southwest Freeway has been absolutely horrible. The entire team is unprofessional, the service is pathetic, and the sales staff feel like a complete scam. They are only nice before you pay — after that, they completely forget you exist. They promised 100% guaranteed delivery on Friday, and that’s the only reason we made full payment. On Friday, I got several calls warning that if we weren’t home, we’d be charged extra. We waited all day — and when the delivery finally came, they only brought one dresser. The guys said, “The rest will come tomorrow.” The next day (Saturday), they showed up again with just a mirror and one nightstand. Still no bed, no rails — and when I asked them about it, they said they don’t know when it’s coming, maybe “another truck,” or “there’s no space.” They just dumped the pieces and left rudely. When I called the store, the sales team and manager were completely useless. They said, “Call corporate, we just sell.” Another said, “Our manager isn’t here.” They kept passing responsibility around instead of helping. I bought from this store, not from “corporate.” It was their promise that everything would be delivered on Friday — not some random office’s word. To make things worse, even when I pointed out that the color of one piece didn’t match, the salesperson laughed sarcastically and said, “Oh ho ho, your observation is good.” That was beyond disrespectful. This store shows zero professionalism, zero accountability, and zero customer service. They will promise you anything to take your money, and once you’ve paid, you’ll be left waiting, calling, and regretting. Avoid this store completely. Save yourself the stress, lies, and rude behavior. If there was an option for minus stars, they’d deserve...