Furniture Fair — Attraction in Jeffersontown

Mind you we are aware that we are in a pandemic that no one expected or adequately planned for. But in our mind, Furniture Fair has much to learn about customer service-"Customers always come first." We bought our furniture at the Louisville store the beginning of August and were told it was expected in 4-6 weeks. Once we reached about 5 weeks, we started calling for updates. We were continually told items were on order and the nightstands had fallen off the truck. We called on a weekly basis once or twice a week until finally at 8 weeks we got our first delivery minus the chest and nightstands. We continually called once or twice a week for 4 more weeks until the end of October when the chest was to be delivered; nightstands still kept falling off of the truck we were told. Upon arrival, the chest was not the one we had ordered but rather an enormous piece. We called and spoke to the manager, Melissa who said she would prioritize the chest and the nightstands, which seemed to not be on the original order at all. We should expect them in 3-4 weeks. Apparently our salesperson, Gail had ordered the wrong chest originally. Melissa insisted we keep it until the right one was delivered and offered a loaner nightstand from the showroom floor. We again had to continually call for updates every week to 2 weeks speaking to Caleb now. At one point, we were told to watch the Furniture Fair president's video we got by email to explain. Seemingly Gail and Melissa were out of the picture. Now 10 weeks later, we were moving and called to have the chest and loaner nightstand picked up, which did happen without issue. Finally, after this past week, we got a call on Tuesday, our chest was ready to be delivered on Thursday but wouldn't because we had not been paying. We advised Pat how we were on the 12 month same as cash and had been paying not to mention all of the trouble we've had. She promised that Caleb or another manager would call. She didn't know where the nightstands were which only upset us more. We had to call on Wednesday to find out we had a Thursday delivery of the remaining chest and nightstands, now 6 months later from our order and about 14 weeks from the promised "priority" delivery. Again, no one ever called to explain. We understand that you are at the mercy of the manufacturer but set expectations appropriately with the customer and also make sure the manufacturer stands by their deadlines too-Has anyone been doing that? We are unsure. What happened to the salesperson and the manager and even someone above the manager keeping us regularly informed? We shouldn't have had to call continually to get updates on something that was not our fault. If we had, it might have helped our situation. When we finally received it this week, a courtesy call would have been nice given the trouble we had. A final step would have been a discount offering, which also didn't happen. Suffice to say, we will never shop with Furniture Fair again. We are happy with our furniture but the lack of customer service and the long delays were more than we will tolerate again. Had we been able to locate it elsewhere, we would have cancelled the chest and nightstands with you. It seems the manufacturer had long delays too but in checking with other furniture stores, the delays we experienced are unheard of. Thank you for listening and we hope that our experience is rare and not the norm. If it's the norm, Furniture Fair will likely experience a lack of any repeat customers. Had we seen a review of our experience before we bought, we would have went elsewhere...

We moved into a new house and needed couches. We went to Furniture Fair when it first opened because we are from Cincinnati and wanted to support a business we thought would be reliable. After lots of looking we found something that worked and were told we would get them in about 4 weeks. It ended up taking almost 6-7 weeks because it was never in stock. After we got our couches (we had 2 of the same couch) there were many issues. The stitching of the cushions came apart in multiple places which they sent techs to fIx. Since we had a couch that was made overseas we spent a lot of time waiting ffor replacement parts (3-6 months). The motor of one couch went out and then the mechanism of the second went out. After 4+ tech visits to fix it (this doesn’t include the tech coming to see what the problem was), fixes not being put into the computer (which was the fault of the technician as we were told by the manager), and terrible communication, we went into the store and thankfully they agreed to replace our couches. When we got the replacement couches, one of them was delivered broken (mechanism didn’t work and couch popped when reclining it). They sent a repair tech again (same one that had been there many times) and they recommended to replace it. So we are now on couch #5 when we should only have 2. The 5th one was even more broken then the previous one upon delivery. Yet again another technician was sent. They said that the part would take 14-16 weeks to come in and said we should come in and just pick new couches. We went in 2 times. The first time the manager tried to fix our mattress problem (which was not our problem) and then the second time the same manager said are you sure you don’t want to just get a new mattress? Seriously, why would we trade living room couches for a mattress?! Well, after trying to find something that worked we just didnt like anything else for our house. They said that they spoke to Nick (the owners son) and he has the same couches and the issue we keep having is just something we have to live with or get a different couch. They are replacing it one last time and I get a call about a delivery time and ask if there was any earlier times and the lady rudely tells me they left a message earlier and I had never called back. I am a teacher and cannot be on the phone during the day and have said to call my husband (they didn’t).

All of this has happened since last September (1.5 years). Although they keep trying to make it right but it is very safe to say that we will never buy anything else from...

My husband and I purchased a mattress nearly a year ago from here. While we are happy with our purchase, we were promised a $100 gift card that we never received. The salesman even made it a big selling point with the mattress. About a month after our mattress was delivered, we still had not received the gift card so I emailed Robbie Edwards, the salesman who sold us the bed. I have received no response from him to this day. When I did not hear back from the salesman, I called the store and spoke with Kimberly who told us the gift card would be mailed in the next week as the person who handled this was no longer with the company and they were behind. Another month goes by and no gift card so I called the store and spoke with Caleb who said the mattress company was still behind but we should be receiving the gift card soon via email and he mentioned a ton of people had been calling about the gift card they didn’t receive. Still no gift card received so I emailed the store and received a call from Caleb who first tells me he will give $100 off our order then tells me he will look into the gift card issue then email me. I never received any email from Caleb and here we are, almost a year after buying our mattress and no gift card. I would suggest not promising things you can’t deliver on, we won’t be giving them our business again. Editing to add: I continued reaching out to the store via phone and email per their below response. I kept getting the runaround every time I would call and no one responded to my emails. It’s now been 5 years and we still have NOT received the gift card that was promised. I’m 100% certain the employees keep the gift cards. We are due for some new furniture and we won’t be going here. I’ve also let all our friends know about this company not delivering on its promises....