Furniture Max — Hotel in Falls Church

Edit: I was very disappointed to see the response by the store below particularly because it shows they are not addressing my concerns appropriately and are trying to escape liability for their wrongdoings. Furniture Max never offered to replace any of the furniture. I still have the floor model that was sold to me as new—no effort to remedy was made. I did not bring up the wrinkling or the material of the leather as being a problem. Again—if you read what I wrote, I stated that the same identical imperfections from the floor model appear on the couch I have now. This includes the wrinkling and also discoloration and other manufacturing imperfections. This store sold me the floor model and did not disclose that to me—the evidence is clear. If you want to fix a problem, you have to hear what the customer is saying in the first place. Turning a blind eye and insisting you did not give me the floor model when I have photographic evidence will not suffice. Furniture Max has done nothing to address the problem—I am asking for an unconditional refund, and I would be glad to release the floor model your store sold me to be placed back on the floor of your store. This is all I have asked for since the beginning, and this very simple resolution was never offered to me. My particular experience with regards to this living room set was unprofessional, and further unethical given the dishonesty I experienced. I believe this company has engaged in unethical business practices by selling me a floor model sofa and loveseat while I paid for and requested a brand-new unopened and unused set. After numerous attempts to try to resolve this issue with them directly, we have been unable to find a representative who is honest and who will treat us fairly. After looking at a good number of furniture retail stores, we found a sofa and loveseat set that we liked at Furniture Max. We took pictures to show it to our family and sought opinions. We paid for a brand-new unopened set (in full) and it was delivered on July 22, 2021. Upon receiving the sofa and loveseat, we noticed the exact same imperfections as the store model we had inspected carefully. There were things like the same wear/wrinkle pattern, and slight discoloration, and slight gaps in the exact same places. In fact, we had pointed out the same imperfections (on the floor model) to Bryan when we were in the store, and he said, “this is the nature of leather and anyway we will send you a new set in a package/box." Without a doubt, what was delivered to us was the exact same set that had been on display in their showroom. It was not the brand-new set I contracted with them to buy, and that we paid for. Further, the set arrived fully assembled, there were no tags, labels, boxes, or packaging and the delivery team had trouble properly aligning the sections of the couch which we understood would be fixed by the store. If the ethics of their business dealings were such that they had disclosed to us that they only had the floor model left, we would not have purchased the sofa and loveseat. After several interactions with the salesperson and manager, we were told they would take the sofa and loveseat back, but charge a 25% restocking fee and delivery both ways. Upon further discussion, they indicated they would waive the restocking fee, but charge us delivery fees both ways and provide only store credit. We find this "resolution" unacceptable as it puts us in a much worse position than we had started with, and further forces us to pay fees for terms we did not agree to. Given their lack of disclosure and unethical business dealings, we believe we are entitled to a full refund, and return of the product. As senior citizens, we trusted Furniture Max's reputation, but it appears that our trust was misplaced. ...

If I could give this place ZERO stars I would! It has taken me awhile to leave my honest review because the whole situation made my moving experience a disaster!

Disclaimer I am a very patient person and I give people multiple chances but Furniture Max almost made me lose my morals. I was moving to the area from NC and I decided to visit the store in person. My in store experience was lovely as Sam was very helpful when it came to helping me find pieces I like.

I ended up placing in an order in person for a bed and couch but at the time I did not know which apartment I was going to get so I informed them that I would call later with an address and move in date. They informed me that my pieces would take 4 weeks to come it and I had 5 weeks until my move in date so I figured that would be more than enough time.

They WILL NOT let you know if your pieces are delayed. Their communication is terrible! Every time I called I spoke to someone different and they all gave me the run around. They always said they would call me back and never would.

I just so happen to call a week before my move in date for an update just to find out my bed was delayed after the person I spoke to exactly two weeks before told me it was on track to be delivered. Here I am moving out of state with no bed or no couch. They told me they would bring me temporary furniture at 3:30pm on a Sunday. At 3:35pm I decided to call for ETA just for them to say “Oh Ms. Davis the driver is sick” not to mention the manager didn’t even know I was scheduled to have a delivery that day because another associate didn’t inform him.

IF YOU DECIDE TO PURCHASE ANYTHING FROM HERE MAKE SURE YOU WRITE DOWN WHO YOU TALK TO, THE DATE YOU TALKED TO THEM, AND THE TIME. Because all they do is lie and give you the run around. Thank God I was able to get a full refund and found some pieces I could get on hand at other local furniture stores and I would appreciate if they don’t even respond to my review as I mentioned I didn’t have anything to sleep on and they cut me off multiple times to say “DON’T YOU HAVE A MATTRESS THOUGH”.

Yes I have freaking mattress that I had to sleep on for a week due to you all’s unprofessionalism. I have never in my life experienced anything like this before it was a complete nightmare. There is so much more to this review however it’s...

I’m not normally a review person, but I feel compellled based on my experiences. The quality of the furniture is decent for what you are paying. This review is not speaking about furniture quality, moreso customer service experience. We were building a home, and told that Furniture Max would store our furniture for us, which was true. We ordered a new couch and a few other furniture items in September and was told it would be 4-8 weeks for it the couch to arrive. This wasn’t a problem because our house wouldn’t be ready till end of November. We ended up closing the first week of December, and a few days prior to moving in I called furniure max, saying I was ready to come get my furniture. They told me my couch wasn’t ready..after 12 weeks, and no communication/notification that the couch was delayed. They offered a loaner, but I did not want a used couch in my home, nor did I want to be liable for damages my children or pets may cause. They told me my couch would be shipped December 13th, on the 15th, after no word from them I called and was told it wouldn’t be ready till the last week of December. They said they would deliver a loaner, but a new couch, and I would not be liable for any damages to it. When they delivered it, they damaged the walls in my brand new home (not even 2 weeks old yet), and I’m not talking surface level scratches. I have the loaner for about 2 weeks, then call them on December 28th inquiring about when I will get my new couch, they say it will be ready for delivery January 2nd, great, but why did I have to call them?! They should have been keeping in touch with me this entire time, instead I am the one calling them, constatnly having to pull information out of them. They also damaged the walls when they brought both the loaner and my new couch. I was told I had to wait to get my new couch to have my walls fixed. I call the day after delivery, the 3rd, and am told someone will reach out, they don’t. Then I call again the 4th, and someone finally reaches out. The walls get fixed. All is well with the world, after a month of dragging information out of them, damage to my new home, not having the couch I wanted for the holidays, and what does furniture max do, all they can do is waive the delivery fee…all this to say…PROCEED...