Woodchuck's Fine Furniture & Decor — Attraction in Jacksonville

Dear sir, This is to bring to your kind attention the inferior quality of the furniture supplied by your tent sale to our home on 3/17/17. We had one ERA Power Bristol sofa, and one ERA Power Bristol recliner chair delivered. The mentioned furniture started to lose their shine and quality with in one week of purchase and it’s clear why I feel justified in making the complaint. The sofa back cushions or padding that goes over the arms or other parts of the frame is a lower density and not holding up to the expectation that was given from you (the owner) on the date of purchase. You (the owner) guaranteed on the date of purchase a higher density foam (2.0 - 2.5) in this sofa. I shared with you what I wanted is a (High Resiliency) foam which is more durable than non-HR foams. Now when I squeeze the back: ideally you should not be able to feel the frame through the padding. I’ve never in 30 years had this problem with Haverty’s furniture. This company they are great If you have a piece of furniture damaged during delivery or maybe just defective, they will replace it as soon as they have it in stock. All good quality pieces. Have had no problems with any salespeople or any aspect of doing business with them. They sell only fine quality furniture. I have two Thomasville bedroom suits that are 25 years old and they both look like the day I purchased them. I also have a leather sofa that I purchased ten years ago at Haverty’s and the density foam inside of that sofa is still perfect. I have never gotten the level of quality when I purchase outside of Haverty’s. Funny but, I experienced the same level of customer service when I purchase a sofa and chair from Macy’s. I paid almost six thousand dollars and within a year it felt as though the frame was weak. At Woodchuck’s and Macy’s after you pay for the furniture the customer service is awful. This sofa and chair were delivered damaged and it has been tough luck on us. Is Woodchuck’s an expensive furniture company that are worth the money? Probably no I understand consumers are entitled to expect furniture they buy be of merchantable fineness and will last for a reasonable period and a service be carried out with due care and skill and be fit for the purpose for which it is acquired. However, I don’t feel as though your company delivered that level of service. Last but not least, I would like to say visiting Woodchuck’s on one other occasion the atmosphere of the store felt hostile, appeared toxic and unwelcoming. And I know this is true and not a falsehood because of the casual conversation with others. What I’m about to say and "To tell the truth" I’m not asking for change from your store or your employees. Because, out of the mouth of your employees comes the overflow of...

We have been Woodchuck’s customers for many years, unfortunately that will not continue after this last experience. We purchased a new couch and were told delivery would take 4-6 weeks. Once that time frame passed, I called to check on the status. I was then told this specific brand takes 8-12 weeks! In the meantime we had a houseful of guests coming for Thanksgiving, and no couch for the living room! I was told the salesman would call us back to give a status update, which never happened. I had to follow up again, and was then told that specific couch takes 6-8 weeks. So now I have been given 3 different time frames for when we should have expected this. I was again told my salesman would call back to give a status update and still have yet to receive a call from him. We ordered the couch on Sept 22nd and did not receive it until November 26th. A little over 9 weeks. I will say the delivery men were very nice and have no complaints about them. However, the couch does have an imperfection that we did not catch until later. I would have called to try to resolve with woodchucks but I didn’t want to have to wait another 2 months or so to get another one. Here is what I take issue with: The expected delivery time frame should be clearly communicated and written down somewhere in the invoice. This should represent the time frame when it will be delivered to your house, not the store. Your salesperson should follow through on customer complaints. Imperfections should be looked for prior to delivery.

I know this is long, but felt it was necessary to detail out my bad...

EDIT, updated 6/22/23: I feel it's important for people to know how businesses handle warranty repairs so I wanted to share my experience. Our recliners stopped working. We weren't sure if this was our fault (user error) or if something went wrong with the wiring. We called Woodchucks and they happily scheduled an inspection at our house within a couple days of making the call. The gentlemen were so professional and nice and best of all, they fixed the problem! Still, four years later, I would recommend purchasing furniture from them.

ORIGINAL in 2019: We ordered quite a bit of furniture from them for our new house. The delivery was on time and extremely professional. The guys that delivered and assembled the furniture were so personable and friendly!

They did notice that our footboard got damaged at some point in the delivery/installation process (cosmetic damage only) and they let me know that they were installing it so we would have the bed and then they would call us to reschedule to replace the footboard ASAP. I got a phone call the next day and the footboard was replaced within a week by the same guys. I understand when something goes wrong but it's how you handle the mishap that counts and they certainly fixed the problem with professionalism and courtesy!

I also slightly damaged a drawer track of our office furniture while moving items and they fixed it for me when they came to replace the footboard - free of charge!

I'm overall really happy with their customer service and the quality of the pieces and will definitely be purchasing furniture from them again...