Grand Home Furnishings — Attraction in Winchester

My shopping and ordering experience was great...no pressure sales. However, the quality and workmanship of a special order Lazy Boy recliner that was delivered was below par, therefore I did not accept the delivery. I expected better quality for a Lazy Boy (and from Grand) and for the price paid. Obviously there was no quality control before delivering the chair...either that or the QC person didn't have an eye for material workmanship. Their communication has been so-so whereas the staff don't respond back in a timely manner with updates. Four days later and I'm still waiting on a confirmation that my chair has been re-ordered. Time is of the essence since I now have to wait another 6+ weeks for a replacement. It's a bit worrisome not knowing if the next chair will be free of defects. Fingers crossed! UPDATE: New chair arrived in about 7 wks. However, when the chair rocked, the springs made a noise. I had to get the springs replaced one week after receiving the chair! If it wasn’t for speaking with the manager, I would have had to wait a couple of weeks just to get a call back from the service department to schedule a repair. My assumption is that these Lazy Boy chairs aren’t manufactured at the same facility that a Lazy Boy store purchased chair is manufactured, hence why Grand can sell for a few hundred dollars less. My chair doesn’t quite seem like the usual Lazy Boy quality. My fingers are crossed that nothing else goes wrong but thankful I purchased the extra warranty! Grand is a nice store with lots of options. However, don’t expect alot of communication from your sales associate after you made...

My sister and her husband found living room furniture in the showroom that they loved. They ordered it and paid for it. The day of delivery, they scheduled help to remove their old furniture, so it was gone. When her furniture from Grand was delivered, it was the wrong set. My sister spoke to them and they supposedly fixed it and set another delivery date. They told her to use the 'wrong' set until then.

The second delivery day came, and they once again scheduled help to move the furniture. Once again, Grand delivered the wrong furniture -it was two different colored pieces. After talking to multiple employees, they said they had fixed the problem and scheduled a third delivery date. They were finally able to deliver the correct set, but it was not the color that my sister had picked out. When she spoke to an employee, they admitted that what she had picked out was actually no longer available, but they had left the model set just sit in the showroom. So, in the end, my sister still did not actually get what she paid for. My sister and her husband were just so fed up at the end that they kept the 3rd set.

THEN my sister realized that the 3rd set that was delivered was broken. Grand sent someone out to 'fix' it, but they did a sloppy job and how it's broken again. During all of this, an employee told my sister that she could call in and speak to a manager about getting a discount because it had been such a nightmare. My sister did that, but the manager told her, "No, you got your furniture. You're not getting a discount." DO NOT do business with these people unless you want to waste your time...

If I could give it zero stars I would. Do not buy Lazy Boy furniture from Grand Home Furnishings in Winchester. We ordered a custom couch and recliner. The pillows on the couch were ordered to match the recliner. When the furniture was delivered on June 5, the material on the recliner did not match the pillows for the couch. My husband contacted the store manager. We discovered that the mistake was made at the Lazy Boy factory as the material codes were written down correctly, but someone at the factory used the wrong material. The manager said he would take care of it and put a rush on an order for a new one. After about a month past and we did not have our chair yet, my husband contacted the manager. The manager had forgotten to order the new chair! It is now July, so the manager tells us it will be about two months. In early September, we still didn't have the chair so my husband contacted the manager again who tells use that the chair is to ship on Sept. 21. That was three weeks ago so my husband tried to contact the manager again today. He was unable to speak to the manager but he spoke to the salesman that sold the chair to us. She said that the chair would not be in until Dec. 9! That will be six months since this whole ordeal started. We're thinking about starting the process over with another company that will provide...