Kloss Furniture & Outlet Center — Attraction in O'Fallon

EDIT: To keep this review accurate and updated, Kloss contacted me ~2.5 hours after I originally posted this review (uncertain if there is a connection or coincidence) Either way, they tell me I will receive my bed rails towards the end of the week. (along with an additional apology, but no further discount) Hopefully this will conclude the fiasco. The review is still an accurate description of my experience and how poorly all of this was handled, so it stays up.

I don't recommend buying your furniture here if you intend to ever receive or use it. (2 months waiting and counting.) We ordered over 4000 dollars worth of furniture from Kloss in O'fallon back in August when we moved into our new house. At that time, they said we should get all of our furniture within a couple of weeks, tops. We received it little by little- first the mattress and dining table. No word for a week or so, so I called in (several times unsuccessfully) left a message on the order/delivery questions line- and never received a call back. Eventually called the sales line, and reached someone (imagine that!) I explained that we were still sleeping on the floor with the mattress, and she said that bed rails were the reason the whole bedroom set (drawers, side tables, and bed for the mattress) was on hold and wasn't being delivered. However she said that something in the system wasn't right, and that it was good I called- she said they would set up delivery for the side tables, as well as the drawers, and a loaner bed frame so that it would get us off of the floor temporarily. I agreed to this, and those items were sent, along with the loose head board and foot board to my bed, which even the delivery guys thought was odd. They set up our bed frame, and placed the headboard against the wall(?!) and the foot board under the bed(?!) (they wanted to put it in my garage, which almost certainly would have ended with damage done) Well, I waited some more...a few weeks more in fact. I drove to O'fallon, a 45 minute drive for me (one way), so that I could speak to a manager. They proceed to tell me that they had essentially filed me as completed, and that it showed that my bed was delivered and set up. (meanwhile PIECES of my bed are laying in my room for almost a month.) The manager said she would take care of it, and would ensure that it was taken care of right away. She said that they were expecting the bed rails to be in stock a week ago, and that they would set up delivery the second it was available. I did not ask for a discount, however the (regional?) manager was present, and advised her to compensate me for my troubles. To which she (to the side) was sure to mention that I was 72 months, 0% interest. I have purchased furniture here before, and I believe many people utilize this OFTEN advertised promotion- as do many other furniture stores. I didn't appreciate feeling as though my credit was not as good as my cash- if paid within the terms of the contract, when dealing with the store over a complaint. She then offered me an insulting 1% of the amount that was spent there ($40) which I accepted because I do not like confrontation, and at this point all I want is my bed...that I am already paying monthly for. It has now been over a week since I drove to Kloss in person. I have received no call, and it is impossible to reach anyone if I call in myself. Do I drive 45 mins up there again to check on my delivery? Have I been forgotten again? Should I wait 2...3 weeks more before getting concerned again? What reason could I possibly have for ever shopping here again? Shop here at your own risk...you could be...

Kloss contacted me right away to try to resolve this problem with the manufacture of my sectional, I can't figure out how to delete the post and save to review after we have resolved the problem, so I just updated.

I wanted to get to come on and just celebrate my new sectional, I wanted to be extremely thrilled and happy with it, instead I find myself feeling like I was sold one thing and given another.

I spent a great deal of time trying out and exploring the sectional options, and settled on the Excel off of your showroom floor, I worked with your wonderful sales girl for 8 hours on designing and putting it together, and waited 6 weeks for it to get here, just so that I could receive something completely different from what I ordered. I am so heartbroken.

The couch you have on display to sell people this sectional is deep seated, soft, cushy, and comfortable, with recliners that actually recline well.

The one I received feels like a cardboard bench. The backs are straight up and down without any lean so you "perch" to sit. The recliners go back just over halfway, not nearly enough to rest comfortably, there are gaps between the pieces, the end chairs wobble like mad when you recline them (my daughter actually tipped one right over and it fell on her).

Simply put, if you had had this one as your floor model I would have NEVER purchased it, especially not for the price I paid. I feel like I was robbed and misled in the most enormous and horrible way. The manufacturer lies and does not create a good product.

Kloss contacted me right away to try to...

2* for in-store experience and 5* for delivery. Average of 3.

We bought a sofa and loveseat set the Saturday before Labor Day. We were promised our furniture by the first weekend of October (which was a month later than we purchased them, due to Covid procedures). We got a phone call a few days before The first anticipated delivery and were told “it won’t be coming until the first weekend of November now.” They did come “earlier” than the new date but we didn’t get it until the 16th which was 2 weeks after the original anticipated delivery date.

The only reason I didn’t cancel my order was because I gave a down payment and paid our first bill after already waiting an entire month to get the furniture I wanted (and all other furniture stores also said approx. 1 month wait after purchase because of Covid).

I’m giving 3 stars (higher than I really feel based on our experience in the store) because the guys that delivered to us were quick, friendly, and professional. The sales person was pushy and tried to run up our bill with items we weren’t interested in for the sake of their commission, which I understand is their job, but it still made us uncomfortable and feel awkward to be followed around the store. We felt like we were unable to privately discuss how we felt about the prices of things and what we did/didn’t like.

We ended up picking from the warehouse and ordered an old Ashley furniture set. If I ever have to buy new furniture again, I’ll probably just go to...