The Furniture Mart — Attraction in Shakopee

I ordered a kitchen table and chairs a month before I was moving in order to ensure it would be ready and I would have a table and chairs available when I was ready to move. It came on time and I went to pick it up however when I got there the box was already opened. I didn't think much of it as I assumed they opened it there to make sure everything was okay and took it home. As I started to unpack everything I realized that there were no instructions and no hardware included for any of the chairs. Additionally, it was clear that someone had this set of furniture before me as the chairs already had a few pieces assembled and there were marks on some of the pieces were washers were meant to go. I paid for a new set and that is clearly not what I was given. At this point I called the furniture store to tell them the situation and was transferred to the man who sold me the furniture (Alvon) instead of assisting me with the problem, he told me he was with a customer and asked if I could call him back. This to me is already terrible customer service and when I asked if he was seriously asking me (his existing customer) to call him back, he transferred me to customer service. The customer service representative told me I can either keep the set I had and they would send me the missing hardware and give me a 10% discount, or I could exchange it for a new one. However, the new one wouldn't be available for 4 months. I was not willing to wait for months so I accepted the discount and offer to have the missing hardware sent to me. About a week later I received some random washers in the mail, however this was obviously not all the missing hardware to assemble even one of the chairs. I also did not receive any of my money back as promised. I called back to inquire why I didn't receive all the hardware needed to assemble the chairs or the discount I was promised and was told there is no record of a discount being offered but they would look into the missing hardware. After several more calls going back and forth with me simply asking for all the hardware required to assemble the chairs and them asking what specific pieces I was missing I finally was told I would be sent a full set of hardware and they would give me a giftcard for my patience (not that I have any interest in ever going back to their store at this point). 2 weeks passed and I still hadn't received the missing hardware. I called again asking when this would be completed as at this point it had been a MONTH since I had picked up my furniture set. They asked again which parts I needed, but then claimed that the missing hardware was already in the mail and it would just be 5-6 days more. I don't know why I would be asked again what I was missing if it was already in the mail. Additionally, I don't know why the parts wouldn't be shipped expeditiously given how long I had already had to wait. A week later I received the parts and I finally have a fully assembled set of dining furniture over a month after picking it up from the store. Unfortunately some of the chair legs have built in pads and some do not, so they are uneven. I am confident that this the worst customer service experience that I have had the misfortune of...

On September 10th, we purchased two swivel glider chairs from Furniture Mart in Shakopee, with delivery expected in early November. On November 1st, we received a call saying the chairs were ready for delivery, and the first available date was Saturday, November 9th. We were told we would receive a call two days prior to confirm the delivery window. However, when we didn’t hear anything, I called to confirm the delivery, only to be informed that it had been canceled. When I asked why we hadn’t been notified, the agent said someone must have dropped the ball. I then rescheduled the delivery for November 14th. This time, we did receive a call two days prior, and the delivery went smoothly.

Later that evening, while sitting in one of the chairs, I heard a snap and the chair now leaned to one side. Upon inspection, I found broken metal pieces underneath. I immediately contacted the store to report the issue, I was told I would need to talk to Customer Service and that they wouldn't be available until 10am the next day. I called at 10 AM the next day, and after being placed on hold for over 20 minutes, I finally spoke to someone. The agent explained that a service technician would need to be sent to repair the chair, and we scheduled the repair for November 20th. The technician came, inspected the chair, and said he needed to order a replacement part.

On November 27th, we received a text confirming that the parts had been ordered and that we would be contacted to reschedule the repair. On December 31st, a technician arrived with the new part, but unfortunately, it was also broken. He said that a new part would need to be ordered, and that we would be contacted within a few days with an update. We never received a call. On January 14th, we got a text stating that the part was back-ordered and we would be notified when it arrived.

On March 24th, I called Furniture Mart to check on the status of the repair. Again, I was told I needed to speak with customer service. I called the number provided and was placed on hold with a message that the wait time would be 2-3 minutes. After waiting for 35 minutes, I hung up. I then tried emailing customer service, but still received no response.

While we understand that parts may take time to arrive, what has been most surprising is that, throughout this entire process, no one has apologized for the issues we’ve faced. At no point did anyone say, “We’re sorry your chair broke on delivery day,” or “Apologies for not notifying you about the canceled delivery,” or even “We’re sorry this has taken so long to resolve.” Perhaps this is standard practice now, but it feels odd that no one has expressed any empathy.

We really didn’t want to post a negative review, but we’re at a loss as to what else to do. We've had the chair for nearly five months and haven't been able to sit in it. We hope our experience is not typical for...

It’s quite ironic that I am writing this review in this manner. When I read the reviews before we went to Furniture Mart I thought “Can it really be as bad as some people are saying? They must be people that are never satisfied.” As it turns out, our experience sadly, mirrors several reviews. Let me start off by saying our interactions with the sales team was great! Everyone was professional and always helpful and friendly. Beyond that, everything was downhill. We purchased a bedroom set, sectional and recliner. Everything had to be shipped from other locations, some pieces were weeks later which we understood but, due to the reviews I was a bit skeptical that we would receive it when we were told it would come in. And…. it didn’t come in on the date as promised. My husband went to pick it up and was told that it didn’t make it on the truck so, it would have to wait until the next delivery. How does that happen? If you have promised a customer a delivery date, don’t you get another truck instead of saying too bad sucks for you it didn’t make the truck? Second, don’t you call the customer and let them know? The bedroom set arrived piece by piece. We got the dresser home and discovered that the rail the drawer glides on was broken. We packed it back up and took it back. The desk told us that since we had brought it back they’d take it this time but their policy is to send someone out to fix it. That is unacceptable. It’s a new piece of furniture. I want it in new furniture condition – not fixed. Next was the recliner. It was also broken. The back would not recline. We hauled that back and picked out a new one – we didn’t want to risk another broken one of the same model. Finally our sectional arrived! We had been patiently waiting for it because we fell in love with the feel and comfort of it. We got it home and it didn’t fit together. The pieces that allow it to stay together as one unit were put on incorrectly so, it’s uneven and the feet don’t touch the ground. As much as I hate fixing new furniture, I called CS to ask if they could get someone out that day and of course was told no. A tech couldn’t get out until Tuesday. I said can you order a new one, deliver it and pick this one up since it is your fault it is defective. I was told no. It is not their fault. They don’t see these pieces before they leave their warehouse so, they can’t guarantee anything. She went on to tell me that I signed something releasing them. Really? I can’t even believe it! The sections were wrapped in cardboard and plastic when they were picked up. How would we know it was defective? I said , “Well maybe we’ll just return it and go elsewhere.” She said, “OK that’s fine.”

Customer Service called and the manager authorized a return! We are very pleased. Once the furniture is delivered, we...