Kane's Furniture - Clearwater — Attraction in Safety Harbor

I am giving them a one star because of the billing and issues of just trying to get a legitimate receipt from them as well as overall customer service from salesman, accounting, delivery, and customer service departments. I bought a large amount of furniture around $12,000.00.

Pros: I was able to get a lot of furniture at a reasonable price and needed to furnish a 8 bedroom triplex. I have not had it long enough to see how it will hold up but so far I am satisfied with the furniture.

Delivery: The independent contractor delivery person recommended by them was outstanding and I hired him for other jobs. We bought one set that was a clearance set so the store itself would not deliver.

Cons: Salesperson Stephanie very scattered. Lost complete order and had to start over. As a CPA myself tried to tell her she needs to save as she goes but she just would get flustered. After spending four hours in the store just to get a receipt it was very frustrating. She made many errors that would fluster her and she just kept pushing papers at me without slowing down and listening to what we needed.

Customer Service: I talked to a Nicole and many others. They were rude in person at the store and not helpful when trying to get everything straightened out once I returned home to Wisconsin. At one point I said in a e-mail even acknowledging a mistake and apologizing goes a long ways and then a e-mail said they knew it had to be frustrating for me. Sad I had to ask for that and still nothing really done.

Kane's Delivery: They showed up at 6:45 Am which is fine by me they had a lot to deliver and set up but they were loud swearing outside causing disruption in the neighborhood. Overall the setup was fine but they did things like not putting handles on dressers and when I asked about it I was expected to take care of it.

After Delivery: Invoice totals did not tie out and I was overcharged. At the time I bought the furniture a 20% sale was going on over the weekend which they said would be adjusted which it was but errors were still made. I did add somethings to the order which made it more challenging on a large order. But none of invoices added up neither the amounts or what I paid. When I asked for the money back that I was overcharged they changed prices on the invoice said they made an error and so now were changing them. They did not make errors originally it was the way the manager allowed for a discount on a set of furniture which I kept in total he said it was how he could make it work. I explained I needed a invoice for my tax records and the response we can't give you anything more. I pushed saying I need invoices that tied out and they would send me big spreadsheets with numbers that changed. I explained for tax purposes I needed something on a letterhead or an actual invoice that reflects what took place and each time they would say they could not give me anything more. The final straw for me is when I asked for it typed up on letterhead so I would have something for tax records they promised they would provide and I gave them a date and time I needed by and it...

Guarantee? Don't count on it!

In January, Kane's delivered our kitchen table with damage that we didn't notice until about a month ago, in May. We weren't home for most of the year until mid-March when Covid-19 hit, and we haven't been able to use the table very much, but you can see from the pictures that the damage was concealed well. So, not only has what should have been a simple customer service issue, but someone intentionally gave a damage-repaired kitchen table to a customer, and I believe it happened during the delivery. The two delivery guys initially left me with a damaged bench, and they had to have known, because they put the furniture together in the street in the front of our house. I saw the damaged bench right away and called them before they were even two blocks away. They came back and asked me "what I wanted to do," which seemed odd. He said he could fix it or get a new one...! New, please.

So. I found the damage on May 28th; I took pictures of the damage and emailed them to our salesperson, Kay Venezia, explaining the situation. Kay didn't reply, nor has she ever contacted me to make sure everything had been taken care of, or to offer her help, or maybe apologize for the inconvenience this has caused us...? I could always just shut-up and take it, but we spent a nice chunk of change that night, and we did all the shopping - all she had to do was process the sale. We also bought a fat rug from her a week later, and I'd mentioned that we would need a patio set, and not a word. She never offered to help find a patio set, either, so...this tells you everything you need to know about her customer service skills. I know she still works there and got my email, because an icy lady from customer service called and set up an appointment for one of their furniture techs to come out.

The tech came out, he was a very pleasant, professional guy, and not only did he acknowledge within minutes that the damage was their fault, he pointed out damage to the opposite corner on the same side that I didn't notice. He called it a "catastrophic drop," and it was obvious it had been professionally repaired. When he left, he said to expect a call from them within a few days. Great! All good so far; I honestly wasn't upset at all, because I figured now the damage was verified, it would be a piece of cake - just exchange the table and we're happy. Not so much.

A week later someone from customer service left a voice message that said in part...Yes, it was their fault, but unfortunately I didn't report it within the 30 Day policy timeline, sooo...you can call...thanks and have a good day.

I called their C.S. phone number, spoke to a live person, and after I'd told her the whole story, she said, "Well, that doesn't sound right..." She said she would talk to a manager and call me back. That was on 6/6, 23 days ago, and nobody has contacted me.

I am writing this because I am so shocked that a big company like Kane's would treat their customers this way, and think others should know it could happen...

I rarely provide ratings but I just had to. We purchased a bedroom set for our daughter. Having special needs- it’s tough to find one that accommodates her abilities while giving her a sense of maturity. We purchased the floor model and the representative was phenomenal. We were to pick it up the next week however we’re sick so we arranged for the weekend after.

We confirmed pick up 3x through the various reps that called. Upon arrival- the furniture hadn’t been pulled and was still on the floor. We waited for about 1.5 hours as they took pieces down and tried to package. Halfway through, the gentleman came back and told us he was doing better than us once we received the news. Our furniture had been broken. Upon inspection and after speaking with the manager, the gentleman did not have the right tools to disassemble. Instead, he “pulled” it apart hoping the hardware became loose; ultimately breaking the entire trundle bed. Literally ripped it off and then went outside because he was “frustrated”. Pieces and fragments everywhere.

The manager arranged to have some of the broken pieces replaced as they were in the local warehouse. After close to 3 hours at the store, we had to return again to pick up. We arranged the date and confirmed again 2x prior to arriving a week later. That day, we also called and confirmed. We arrived as scheduled and were told the item had not arrived and we were misinformed. Even better the item was discontinued but “don’t worry- the warehouse manager was able to glue the pieces back together”- we just had to wait for the glue to dry and not assemble right away because it was “fragile”. We also had to be careful with the weight of our 70lb daughter so it wouldn’t break again. She had to “sleep carefully”. We could not believe what we were being told and from a manager at that. Throughout the process we had a lot of patience but drew the line at the glue. When getting a refund, the cashier said we were lucky because there are many furniture stores around and we should check them out. We did and will certainly do so in the future.

UPDATE: Though we appreciate the refund- it didn’t change the experience, the fact that we took 2 days off of work to pick up as arranged, the coordination of a truck large enough, our daughter not having a bedroom until we could get another set delivered, or the fact that we had to negotiate the refund as the staff and manager did not understand why the glue solution was not acceptable for us. All of this would have been avoided if the individual had the proper tools (an Allen wrench)- something he himself said he didn’t have and decided to use his “strength”...