Broadway Furniture — Attraction in Tigard

This was the worst furniture-buying experience I've ever had.

The sales associate was nice enough, but when he asked for my email address he said "sometimes people miss phone calls and we'll follow up by email, so if you think we haven't called you- check your email!" My order consisted of multiple parts, and I was told each would be delivered as it arrived. My first shipment came in a few weeks without issue, but when I hadn't heard anything for a month after that, I called in. Each time, I'd speak with a receptionist who said I'd need to speak with my sales associate, who was never available, and provided my name and number only to not receive a call back. I let it sit for a week, then called again, reaching the same receptionist. I mentioned how difficult it had been to get in touch with anyone, and I again left my name and number, and did receive a call back indicating part 2 (out of 3) of my shipment was in. He was going to check the shipment and would get back to me the next day about my second delivery. Two days later, I called and received the receptionist who again indicated my sales associate was out. The receptionist said she did hear my order was in the back and that I should be contacted soon to arrange delivery. I left my name and number. Another WEEK later, I call again and my sales associate actually answered the phone. I asked what was going on and he insisted he called me (no calls were missed), but that part 3 of my shipment was arriving within the next couple of days and I could just get one delivery with all my things the following week. The Saturday of that following week, I still hadn't heard anything. I call the store again and a different person answers and tells me my sales agent isn't in. I say I need to speak to a manager because I'm about to dispute this charge with my bank because of all the issues, and the guy on the phone indicates he is a manager that has been trying to contact me. I've had no missed calls. I explain what has been happening, the guy insists he tried calling the previous day, pulls up some info and reads off my number. MY SALES AGENT MESSED UP MY PHONE NUMBER ON THE ORIGINAL ORDER! Even though I gave my correct number EVERY SINGLE TIME I called, they apparently only looked at my name and referred to the original order instead of the number I provided. No one even attempted to send an email when all the calls were routed to a number without an answer or voicemail, in spite of what my sales agent said at our first meeting, and I went weeks without getting my items (saving them an extra delivery trip in the process). Once we realized the phone number issue, I was told they had an issue with their delivery truck and would only be able to deliver one item at a time, starting with my sofa. I moved furniture into my bedroom to clear space and make sure there was no excuse not to deliver the sofa, and they arrived with both my items: the soda and a bed unit. I was thrilled to get both and end this nightmare, but because they couldn't get straight what items were delivered I had moved another sofa and desk to my bedroom (right in the way) and had move these back by myself so they could access the area. Finally, there was absolutely zero done to rectify the situation. The manager said a quick sorry on the phone before scheduling the delivery, and that was it. The installers even chipped part of the bed set, but I'd rather deal with it than have to work with this company again.

Long story short: This was a miserable experience and I couldn't recommend anyone use Broadway Furniture...

From start to finish, Broadway Furniture earned my loyalty as a customer for life. The experience began with Codie, the sales rep on the floor the day that my wife and I walked in the door. He was present but did not try to steer us to what he wanted us to buy. He came forward if we had a question and then dropped back and even vanished a few times so that we never felt like we were being pressured.

Having just purchased my first home, I shopped everywhere else first. Broadway was my last stop and I actually had my doubts. However, I am a writer and I read reviews regularly. It helps that I can discern between a "troll" and an actual customer with a complaint. Even more impressive was Codie's admittance to being the salesman referred to negatively in one of the Broadway reviews. After seeing very little to be excited about when it came to quality AND customer service from the bigger "Box Stores" in the area, I had almost come to expect that this would be a miserable experience and no matter what I would be disappointed on some level.

Broadway Furniture has changed my view.

When a last second snag came up (don;t they always) just prior to signing, the guys (Codie was actually off that day and this is a testament to how this place works as a team) actually cancelled the order and sent a confirmation letter to the mortgage broker stating that the contract had been voided. Once the glitch was handled and the house signed for, we moved forward with setting up delivery. THEN another issue arose when my royalty check was delayed due to the Easter holiday! The delivery of my order was AGAIN postponed. No questions, no hassles.

When the day finally came and the furniture arrived, Jacob and Ryan were amazing and very conscientious of my property. They brought everything in and set it up, adjusting the lay out until I was happy and even calling me in to double check that things were how and where I wanted them.

We will be buying a dining room set in a month or so and there is NO QUESTION where we will go. You might pay a little more, but you GET WHAT YOU PAY FOR. And my furniture is as much as an investment in my home as anything else. Why pay all that money for a house and then furnish it with covered pressboard and then HOPE...

I am late to writing this review, but I didn't want to not share my thoughts. In the past when I've gone to furniture stores, I have gotten agitated with either too much pushiness or just overall lack of service. I went into Broadway last November, looking to buy a new sectional sofa and Ken gave me the best service from the start. He helped me look up measurements and details of the ones I had interest in. I never felt like he was trying to push anything on me and her never made me feel like I was 'just another sale'. When I finally picked my sectional out, he took the time to sit and help guide me with picking out a color for the sofa as well as the pillows. He gave me insight and feedback on patterns, as my well as what colors might fit best in my house and why (I had a picture of my living room). I placed my order at the height of covid, and unfortunately that caused a several month delay that was out of Ken's control, for the delivery of my couch. Also, because of covid and having less staff, when my couch did arrive, Ken and his son came and delivered it to my house themselves. They were even kind enough to move my old furniture to my garage for me, even though I don't think that's part of their typical practice (don't quote me on that). I have been very pleased with my purchase, and I absolutely recommend Broadway furniture. Especially during current times, when locally owned businesses are taking such a hit. They have been a part of the Portland community for so long and their service shows in the reason for that.

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