Everton Mattress — Attraction in Twin Falls

SALES TEAM: My wife and I ordered a new recliner, sofa and love seat from Mike on 11/29/18 on the stipulation that it will be delivered in a week and a half, and there was a shipment in the following week and everything is on the truck. We were excited about that and needed our new furniture sooner than later because of Christmas and family coming into town. A week and a half went by and no call from Mike or the warehouse to schedule a delivery, I called and was told my recliner came in on 12/5/18 but still waiting on my love seat and sofa, should be here next week. I called on 12/7/18 and Mike told me both items were on the truck and will be here on 12/10/18, I received no follow up phone call and called again on 12/10/18, I talked to Jesse and he said they just checked and reported my love seat was there and have no idea when my sofa is coming in. I went into Everton and talked to Jesse personally and was close to asking for a refund at this time, he said I talked to the distributor and my furniture is leaving Seattle on the 12/12 and will be her in two days, guaranteed, if it is not here, I will drive up there on Monday and get it myself. Well Monday comes around and I received no phone call and I called on 12/17 and talked to Caesar, he informed me my furniture did not arrive and he will call me in the morning to let me know if the truck came in. 12/18 I called and after the truck was unloaded was told, my sofa was still not there, and another truck was coming in on 12/19. At this point I am annoyed and I go into Everton and demand to talk to Jesse, who is out until Thursday, I talked to Rick the warehouse manager who pulled up my PO and said there was a sofa that came in today, that wasn’t attached to my PO, moved it to my PO, and set me up for delivery on 12/19. I will comment on the warehouse manager and his team after this comment, this is about customer service which was severely lacking. The customer service team gave me the impression that they were telling me what I wanted to hear, why didn’t they physically talk to the warehouse personnel and voiced my concerns? No communication between the two sections and they both work for the same company, it is a shame.

WAREHOUSE TEAM: Rick and his team was very prompt and professional and was true to his word. Rick helped us in the store by finding a sofa that wasn’t attached to our PO and setting up a delivery the following day. Promising a delivery at 4:30 p.m. on 12/19 and promptly calling me back and rescheduling it for 2:30 p.m. because Rick was bringing my furniture on a separate truck and meeting his crew at my house. On 12/19 Rick was there 15 minutes early and his team was there prior to 2:30, they assisted in moving my old furniture out and was very prompt with getting the new furniture in and set up. Hands down Rick and his team saved this sale, I was on the verge of demanding a full refund. I give them 5 stars for their professionalism.

I will not be a return customer for the simple fact that I cannot trust the Sales Team and lost all respect from the Sales Manager down, I give the sales team 0 stars. Word of advice, be honest with your customers and do not provide promises you cannot keep, your customers will be...

My husband and I had a great sales experience and delivery went smoothly but the furniture we purchased broke within 24 hours. Upon review, the living room set we purchased was made of cheap particle board. We called the store and explained our situation and were told that they would schedule a service call a couple days later. Upon discussion, we decided that a service call would not resolve our concerns as we were no longer confident in the make and model of the sofa, loveseat, and chair combo we purchased. The service manager called and stated that he would pick up the furniture and we had the option of choosing to get a refund or going to the store a picking a new set of furniture but the owner has stated that he would not be providing any discount. He also stated that he was not surprised our furniture was broke because he had quality concerns regarding it during assembly.

We decided to head to the store to see if there was a different set of furniture in our price range as we were now without ANY furniture. I left my place of employment and decided to take a long lunch, in hopes of finding a furniture that would fit our needs SOON so we wouldn’t be without living room furniture. We entered the store and explained our situation. All the staff were wonderful and eager to help. The salesman stated that he would walk us around the store and see what other sets of furniture could meet our needs. I explained to the salesman that I would be willing to pay the difference for a set but still wanted to remain within our original budget (about $200 over what we spent). The sales man also stated that he has had concerns regarding the quality of furniture we originally purchased. Upon walking through the store, it did not appear that there were any sets of furniture that were in our budget but there were a couple sets within $100 of what we were willing to spend. The salesman explained that he would go speak to the Owner Steve Everton once again and see if he could get a price down to ensure we had a good experience with Everton.

He returned and stated that Steve refused to provide any sort of discount for the extreme inconvenience we have experienced because we chose to purchase “entry-level” furniture and that it’s to be expected. How horrible for me to expect brand new furniture to last more than 24 hours? We were astonished as both the service manager and salesman stated that they were extremely sorry for our experience and if they had the authority to turn our experience around they would but that decision falls on the Owner, Steve Everton. They then refunded our money and send us on our way to our empty house with no furniture and no resolution.

I am amazed that Steve Everton would decide to carry furniture in his store when there is known quality concerns as expressed by his employees and then refuse to budge on a price $100 to make it right when a customer is extremely inconvenienced. Overall, the employees of Steven Everton were great but Steve Everton was not and the quality of furniture is not. I will be sure the share my experience with anyone who even mentions furniture as I would hate for anyone else to have endure such a belittling and horrible furniture experience...

TL;DR - While we were mislead in our initial purchase by a different sales man, Cesar Farfan went above and beyond in helping find a resolution that left my wife and I happy. His efforts and professionalism are the reason why Everton gets a good review despite our terrible experience. We will be returning to Cesar for future furniture needs.

Review: The wife and I moved to Twin Falls in October of 2021. We paid a moving company who delivered our mattress water damaged and unusable. We needed to find a mattress as soon as possible and the only place that had any in stock was Everton. The sales person initially seemed helpful and gave us a lot of (bad) information that lead to our purchase. We had our new mattress the next day and all seemed well.

Jump forward a month, the wife and I started to experience pretty bad back pain. My own back pain was so bad that I ended up going to a chiropractic specialist 7 times for adjustments before we went to visit family for the 2022 holiday season. When we were away from the mattress, both the wife and I's back pain went away in a couple of days. Turns out the mattress was not agreeing with us so, as soon as we were back in town, I reached out to Everton to return the mattress since we bought it under the idea that we had a 100 day sleep trial. Turns out this sleep trial was not a thing and the original sales man who sold us the mattress brushed off my phone calls multiple times. Then, I was told I would receive a call back from the store manager... which never happened because he was constantly out of town or busy. Eventually, I got fed up and just walked back in the door where I met Cesar. He was polite, professional, and he listened to why I wanted to return the mattress. He did explain that there was some level of miscommunication or misunderstanding so he was going to have to say no to returning the mattress and getting some kind of a refund. I explained to him this was unacceptable since we were sold the mattress based off of bad information and it had caused significant medical bills. He said to give him a day and he would talk to his manager and the folks at corporate to see how they can help.

Cesar did go truly above and beyond to help get the situation corrected. We did not get a full refund (I told Cesar I'd be happy with a 60% refund so they can at least cover their costs on the deal since they were also losing out based on bad info), but we did eventually get our problem resolved with Cesar being a truly great person to work with. I can't give this guy enough credit or communicate how appreciative we are that he...