Georgia Furniture Mart — Attraction in Kennesaw

Summary: Cheap, poorly made furniture, poor customer service, and an extended "warranty" that doesn't cover any real issues. Recommend avoiding Georgia Furniture Mart and purchasing better constructed furniture at a similar price elsewhere.

Details: I purchased a $4,000 bedroom set from GFM in late 2022. Within a year I observed structural cracking in one dresser. Within two years, 4 items (two dressers, two end tables) had major structural cracking that is persistently worsening over time. See attached photos.

I recalled purchasing an extended warranty ($300) with this bedroom set, so found the information and filed a claim for each damaged item. All claims were denied stating that structural damage is not covered (see exact language used to deny claims below). I found it absurd that a clear manufacturer defect was not covered under the warranty - why else would I have purchased the warranty? - so escalated further to customer service.

I contacted customer service and explained the issue, sharing details, my purchase receipt, and photo evidence. My ask was that they make this right. To me this either would have been refunding the purchase price (preferred) or repairing the furniture fully at no cost to me. After 2 months of back and forth in which they claimed to be contacting the manufacturer on my behalf but were clearly stalling, I was ultimately told they would do nothing to refund, fix the issues, or make things right in any way. They stated it was outside their 1 year manufacturer warranty period.

To say I'm disappointed with this purchase, warranty, and subsequent lack of customer service would be an understatement. No one pays $4,000 for a furniture set expecting it to have major defects and need to be replaced in two years. The exclusion of this type of defect from warranty coverage tells me GFM knows their furniture is poorly made and strategically excludes common defects. The unwillingness to address my issues is indicative of a business that doesn't care about their customers, despite the experience they try and sell you in the store. Read other negative reviews from customers and you'll find similar themes expressed.

Needless to say, I will never be shopping at a Georgia Furniture Mart again. I'll also be warning others in the market for new furniture to stay away from GFM, which is the purpose of this review. The owner will undoubtedly reply to my review asking me to contact customer service so they can "make this right." Don't fall for it - I've already done that and they have no intention of actually addressing any issues. This is just an effort to save face publicly.

Warranty language used to deny claims: Structural damage - Per the terms and conditions of your protection plan, structural failures which include but are not limited to structural cracking, wobbling, loose screws, and metal breakage are not covered under your protection plan and are therefore deemed non-warranted.

UPDATE: In response to the owner's comment - the warranty referenced by the owner is the one-year manufacturer's warranty. The warranty referenced in my comment is a $300 additional warranty that I was led to believe during the purchase process would cover issues such as those described and extend the claim period to 5 years. This is the warranty that expressly excluded the...

DO NOT SPEND YOUR MONEY HERE!! I only gave a 1 star because I had to, to leave a review. Everything will be great UNTIL you are owed money back. Drove 3 hours from SC to appease this company because someone mentioned them. Had to go to the furthest location to purchase what we liked because the MANAGER of the Stone Mountain location never returned our call to check if the piece we liked was still in stock. (Gave us his card to call). Purchased from Kennesaw location,(rep:Ken) then had to drive another 45 mins to warehouse (which was closer to stone mountain store) to unbox the furniture at warehouse to find the piece damaged. Thank God the warehouse manager was kind enough to orchestrate us getting a floor model so that we didn't waste a 6-hour trip. Furniture was damage at closest location so we had to drive ALL the way back to Kennesaw. Due to all the back and forth and having to purchase the floor model, we asked if we could get a discount of some sort. The sales rep (Ken) said on the phone that we (the buyers) could ask the manager once we get back to the store (so while he is in the store with management, he would rather us drive back and ask ourselves, that sounds like great customer service). BUT upon arrival, the sales rep (Ken) was right at the door and the first thing he said was that manager (Alex) agreed that they would give us a refund (ok.. that is strange, I thought you wanted US to ask). WELL... After almost a MONTH of calling and speaking to not 1 (Alex) BUT 2 (Daniel) managers and the rep (Ken). All we kept hearing was the refund was issued just wait for it to process to later find out that no refund was showing in my account. I believe that the sales rep (Ken) NEVER asked the first manager (Alex) and was probably hoping I would forget. And the second manager (Daniel) put me on hold and spoke with the rep (Ken) and came back to say that he himself did it, to later find out by customer service that there was NEVER a credit put on my account. FINALLY, a customer service rep went ahead and issued the refund stating " It is not a hard process, she can issue it right now. I DON'T know 100% what game is being played BUT I know 100% that there IS a game being played when it comes to giving customers their money back. If it wasn't for the customer service rep who heard the ordeal that I had went through, I would still be waiting for my money. Check out other reviewers that have had money disputes. I will NEVER shop at Georgia Furniture Mart again because of their dirty practices on...

I purchased a sofa and oversized chair in May. My son-in-law picked it up from the warehouse in Stone Mountain. I wish I had been told when I purchase the furniture that if I did not go with the company’s delivery service, I would be responsible for transporting the furniture back to the warehouse if I had problems with the furniture. When the furniture was unwrapped, I realize there was a dirty spot on the cushion of the chair. I purchased the extra warranty for stains and contacted them that day. Since initially filing the claim, I have made several calls to follow up on getting the service taken care of through the warranty. On every call, I was told that someone would give me a call back. As of today I have not received a call back from the warranty Company. Still this issue has not been resolved. A month after having the sofa, I realized that it was unleveled and rocked. I had the sofa transported back to the warehouse for repair on July 6. I had to make several phone calls to inquire about the status of my sofa before finding out yesterday afternoon that the sofa had been repaired and was ready for pick up. I called them a week after my sofa had been dropped off because I was told that I would receive a call within 24 to 48 eight hours for an update. When I first call them they told me they had not been able to take a look my sofa and apologized saying they were short of staff. Every call that I made I had to explain to them what problem I was having with the sofa. I am very frustrated because there was no communication initiated on their part to reach out to me to give me any update on my sofa. It was always me calling and having to be on hold for 15 to 20 minutes before I got any type of response. I asked if I could be compensated for a free delivery for my sofa due to poor customer service from a lack of communication, and the inconvenience that has been caused by them having my sofa so long. I was told that I could not be compensated with a free delivery. You would think that companies would do what they can to make up for poor customer service when possible especially when I am paying for a sofa that I did not have for two weeks and extended warranty that...