Knoxville Wholesale Furniture Clearance Center — Attraction in Knoxville

Start away from this business!

I bought a sectional sofa and chest from them. The sofa arrived missing the console and the chest was poorly assembled. The chest had the hardware offset from one another so the doors 1. don't sit flush, and 2. one of the doors doesn't stay latched. I had to readjust the hardware on a $600 chest. Why was it not tested and quality inspected before being delivered?

The sofa ordeal is worse. A nearly $3,000 sofa arrived without the center console that had the cup holders, storage, and phone charging ports. The delivery driver said that it would be delivered next week. When setting it up, we learned the assembly team out the upper portion of the arm test on the wrong piece. It was put on the internal portion, rather than the external portion. Their assembly worker put two large bolt size holes in the brand new leather of a $3,000 dollar sofa. They are supposedly going to send a tech out to put the armrest on the correct portion. I have no idea how they are going to try and fix the holes in the other portion or if they are simply going to try and say you can't see that part. There are still holes in the leather, which weakens it.

The store called that Monday and said ithe console would be delivered Saturday. On Friday they called saying to be home and it would be delivered sometime on Saturday. So I canceled plans and waited at home. The store called at lunch time saying that it actually wasn't at the warehouse and it would be at least a couple of months before it comes in. I asked what compensation they are offering for all of this and not having a portion of my purchase for serval months. Cindy said they don't offer compensation and they have been dealing with delivery issues for years now. She said customers either wait it out of they cancel. She said but you already have part is the sofa in your house, so you can't cancel. I told her they sold me a product they didn't have and if I found another couch from someone else, they could come get this one. She said they don't do restocks and I don't have any choice but to wait. I told her the couch isn't paid for yet and it's not my problem they sell products they don't have. I told her I don't care what their policy is, my policy is not to pay for things that aren't delivered. It's not legal to do business this way and I'm not legally on the hook for this since it wasn't delivered as promised. She said she'd have a manager call me. If you have been dealing with this for years, that should definitely have been a talking point during the ordering process. In fact, it means, for legal purposes, they one about these issues before ever selling me the products. They have admitted, in the event this goes to court, they were aware they have these issues and deliberately refused to make their customers aware of a well known issue. They should have said 'Hey, just so you know, we've had a lot of issues with things at the warehouse being missing our damaged. The computer shows it is in stock, but I have no idea if it really is or not. When they go to actually pull your order, it may not be there like it says it is. If it's not there, we can either deliver part of the sofa, or we can hold it until complete, but it may take serval months after you order to actually get what you're paying for. Are you on with that?' Of course most people will say no and shop elsewhere with a company that has their stuff together, which is why they don't have that conversation up front. Their business model seems to be sell it and hope for the best. If the customer complains, tell them too bad.

Depending on how that conversation goes, depends if I decide to keep the couch and wait out their supply issues or if I decide to tell them to come get it. A company has a legal requirement to provide what was paid for and a customer isn't required to pay or accept an incomplete order. They sold a product that I specifically asked if it was in stock, for this very reason. They said it was in stock and gave me a delivery date before I agreed to buy their...

7/18/2012

To Whom it May Concern, Our experience with Knoxville Wholesale Furniture(7428 Kingston Pike Knoxville, TN 37919) was one of the worst experiences dealing with a company that we have ever had. The showroom looked great. We spent 2 hours trying lots of options. The salesman seemed nice…but that’s where it ended. We told our salesman (Stan) that we wanted to put a down payment on the furniture and did not want the customer service plan. After waiting 20 minutes to be approved for the interest-free loan, he sat down with us to sign the final papers. Guess what? He included the $100 service plan and did not put in the down payment. So, we waited at least another 30 minutes for the paperwork to be approved again. We said Saturday delivery (it was Monday,7/9/12) would be fine. When we got home that afternoon, we arranged our schedule for Friday so we could get our furniture a day earlier. I called Stan and he assured me he would change it to be delivered on Friday. On Thursday, I called to confirm. My answer was, “It is scheduled for Saturday.” I said Stan said he was going to change it to Friday. They said they would call back. They called back and said they would send it Friday. So, we donated our living room furniture to a local Habitat store on Thursday. Friday. We get a call saying they have only one piece of furniture to deliver, not two. They don’t know when the other is due. My wife says we need to know when it will be delivered. We get a call back from the manager (Eric). I talk to him and he states that two units like ours will be arriving on Monday and he GUARANTEED delivery on Wednesday. So, I say ok. In the meantime, we had to make our living room a queen blow up mattress, pillows and a bean bag. Sounds funny, right? Just wait. Tuesday (7/17/12) comes and we get a call from the warehouse on our message machine..the furniture is coming! Great. At around 5-6 p.m. Stan calls. We don’t have the other piece. It’s not in. WHAT? You haven’t known for 9 days the product is not available? He said we have other “options” available. We were lied to. They knew it was not being delivered and was not available from the beginning. So, we had to go back and get a refund. But, that’s not so easy. We have to go to our bank and get proof of our check cancellation. Had to pay to fax that. I also had to cancel our credit with GE for the furniture…more hassle. Now we have to wait 5- 10 days for a refund check. Our money was deposited the next day by your establishment… why do I have to wait so many days to get it back? On the bright side, after we left KWF, we went to Brown Squirrel down the road and got almost the SAME THING, with NO BULL and for $200 less. Boy, were we stupid to listen to that KWF jingle on the radio. We will never step foot in your stores again, and will discourage our friends to...

I was getting divorced so I needed to buy an entire household of furniture. Initially, I was impressed with the selection and had a good salesman. I paid cash and bought the warranty. Everything was great until delivery. The guys got to my house and realized they forgot part of my sectional so they had to go back and get it. Then they put everything together and did a great job. I decided to take the leaf out of the table to save space in my small living/dining room and that is when the problems began! My table did not close properly once the leaf was removed. The delivery guys looked at it and tried to figure out what was wrong but it was a factory defect they could not fix so KWF sent a specialist a couple weeks later to look at it. Upon closer inspection, he determined it was so dysfunctional that it would be cheaper for the store to replace it than for him to fix it. I never heard from a manager after the repair guy reported to the store so I called (this all started in early October). The manager listened to my complaint and told me he was going to look into it and call me back. I am a single mother and full-time student so I got busy with school and realized a couple weeks later that I never heard back so I called again. Another manager told me he would look into it and call me back and then I never did. So after a few days I called again! It was a different guy and he actually called me back the next day as promised but he had no solution. So since then I have called a couple more times and never heard back from the manager as promised. Today I called yet again and went off on the manager because I am sick of dealing with them and I feel like the customer should not have to do this much work to find satisfaction! The warranty I bought is not on the same ticket as my furniture so they are looking for it but if I didn't have that then they would not have replaced my table. I am still waiting for a call from the manager and this one probably won't go anywhere either. I have told the managers about their negative customer rating on this site and was told that they are in good standing with the BBB so all of you out there that think this place is awful need to join forces and make sure their BBB rating reflects their service!

In conclusion, I will not be frequenting this business again. Once they deposited my money in their account, I ceased being a valuable customer. I would rather pay a little more for better service and professionalism! ...