Pilgrim Furniture & Mattress City Southington — Attraction in Southington

I recently went to Pilgrims with my partner for a couch set, at first Ms. Jane attended to us and showed us what they had in store, then the manager Ms. J took over and offered us a 5% discount for what I do for work. She also assured us that the couches would fit, although we didn’t have measurements she gave us her life shpiel on what she owns and what she’s done her whole life and that she knows just by looking at the pictures of my place that the couches would fit. My partner and I ended up buying the couches along with the 5 year warranty and paying for the delivery. Fast forward a week and the couches didn’t fit so I sent them back, the delivery team was very proffesional and so my partner and I returned to Pilgrims that same day to look for other options , we spent HOURS there looking with Ms. Jane and she told us to come back on the weekend and think about any of the other couches we may like. We came back Saturday and decided to get our money back because we didn’t love anything else from there. Ms. Jane was willing to work with us and felt terrible for everything that had happened, however Ms. J just wanted to get us into another couch asap but we had already explained we spent hours there and didn’t like anything else, Ms. Jay then explained that we would be charged a 30% restocking fee and I corrected her and said it’s actually 10% because I read the terms and she replied she’ll check to confirm. On the way to the sales desk Ms. J commented multiple times that if they don’t have it here at pilgrim then it won’t be anywhere else. The energy my partner and I received the first time we were at pilgrim compared to the second time canceling our purchase was completely unprofessional from Ms. J. I took a $505 hit, between the restocking and delivery fee that I couldn’t get back but I’m glad I didn’t give them any more business. As for Ms. Jane, she was very apologetic and wanted to work with us or try to get us our money back but she couldn’t over step her manager. But thank you Ms. Jane we’re sorry it...

Dont buy from any of these stores, over the years we have spent 10s of thousands at this company, every time we buy the warrenty which is described as covers everything, this time we had lost our house to fire and bought most of the replacement furniture from them at the Milford Location (alot of money), most of which has been ok except the kitchen set with stools, the chairs started breaking in the first couple weeks, pilgrim sent their personal repair men and they replased the parts, one year later the same parts are breaking again and now they want us to deal with the iarrenty company, which does not cover these parts, specifically says basically everything except these parts, which is the structure of the chair, in 55 year never seen any of these break on previouslt owned chairs, and the structure is 100% why we bought the warrenty, we would never be a pain about a wear items. its taken weeks and many promissed unreturned calls, we have still not heard back from a manager. They are finally offering to give us a few of the broken parts, we had to buy anything more than the few they offered and judging by the amount that have broken already we will need many. Do yourself a favor go to Jordans who has been phenomanal with there cutomer care with us over the years, just search on BBB there is many complaints about bad communication and honoring warrenty issues. As of writing this they are not even BBB acreddited anymore. On a side not there is no way to contact any manager directly, or anyone from the executive offices, this alone speaks miles to their non commitment to...

Update: We have had the mattress for 90 days now and are so disappointed. We purchased a memory foam mattress while expressing that we were concerned about it collapsing as our previous mattress did. John assured us that we wouldn’t have that issue as this foam was a high density. It started collapsing about 2 weeks in. We weren’t able to even start an exchange until 30 days and when went back and spoke to John he said it sounded like a warranty issue and so we had to go through the warranty process only to be told that it didn’t qualify as a warranty issue, so our only choice was to exchange. What they didn’t tell us about the 30-90 day exchange process when we made our purchase was that you can only apply that money toward a mattress, it isn’t a credit for the store. Which really sucked because I am now very skeptical about buying another mattress through them. You also have to pay a $170 fee to do the exchange, and if the new mattress you decide to purchase is less than the original mattress - you don’t get that money back! You have to purchase something of equal or greater value or you are just throwing money away. I definitely would not recommend buying a mattress here. What I thought was a great experience has turned into a nightmare. We were conned into spending more and more money with no real guarantee to back it up. John in mattresses was very helpful and not at all pushy. He helped us find what we were looking for and then gave us time to try and retry each mattress until we were happy with our choice....