Furniture Merchandise Outlet — Attraction in Tullahoma

It started out great.. found what we were looking for, got it ordered and then it all went downhill from there. Placed our order on July 14th, with the expectation of 6-8 weeks for delivery which is understandable. Part of the order arrived damaged, they sent it back and were supposed to replace it with a new piece.( When it arrived you could visibly tell it was repaired poorly not replaced) a few more weeks go by and finally they call to set up delivery for the items purchased. As the delivery guys are taking it off the truck one of the pieces has major damage. They called the manager and was told "she can call me if she wants".... so I did and was offered very little to resolve the matter and laughed at by the manager due to me asking for a clarity because he was talking in circles and not being direct - Either keep the damaged piece and find a solution from the manufacter with no expected time frame or possible resolutions or send it back on the truck with the same outcome. After finding more than one piece was damaged ultimately we decided to send all of it back and get a refund. The Manager here is not professional, nor offers good customer service. I have purchased multiple items from FMO in the past and have NEVER received bad service until this experience. I strive to support our local businesses but will take our business elsewhere...

The 2 star rating is based on poor customer service, not the quality of the products.

Positives: we are very happy with our furniture purchase, now that it has all finally arrived Good quality for the prices

Cons: Horrible customer service, no follow up after they gladly have taken your money. They charge a delivery fee for EACH time an ordered piece comes in, when all pieces were ordered together. for example all pieces ordered in October and final piece came in December and they wanted to charge 3 different delivery fees. When you do go to the warehouse for pick up they neglect to tell you it is not packaged, no plastic or padding around it for protection. Probably the most annoying, one excuse after another as to why the delay, "we are right out straight" and we only received this answer because we contacted them multiple times for a status, no proactive calls were made with updates. We paid for fabric treatment on sofa and bar stools, sofa delivery delayed because they forgot to do the treatment. The bar stools we were told ready for pick up or another delivery fee and when I specifically ask if treated the answer was no... so yet another delay and no call when done...frustrating

Gave them the benefit of the doubt since covid times and understandable things are different but transparency...

We spoke with Kyle a few months ago when we’re shopping for furniture. He showed us exactly what we were looking for at a very fair price. We shopped around at several other furniture stores n the area, including Shelbyville and Murfreesboro. FMO had the best prices and warranty. While we were shopping, Kyle chatted with us about the company philosophy and that was what sold us. We returned today, Dec 28, 2024, to make our purchase. We met again with Kyle. He was friendly, knowledgeable and personable. No pressure. Answered questions and gave us time to talk privately. Kyle got us a great deal on the pieces we selected. I highly recommend FMO and Kyle! We had a chance to speak with other staff members, Emily and the manager. Both were friendly, approachable and knowledgeable. They have a...