Zara Furniture & Mattress — Hotel in Kissimmee

I want to share my experience with Sara Furniture & Mattress in Kissimmee, Florida, and unfortunately, it was one of the WORST customer service experiences I have ever had.

I purchased a dresser through their website on July 24. They promised it would be ready by July 29, but it never arrived. When I went to the store to find out what had happened, it turned out they hadn’t even processed my order. After searching and waiting, they gave me another date. When they finally called me to pick up the dresser, it was assembled, even though I had requested it unassembled so I could transport it in my car.

When I saw it was assembled, I argued with them because they had never informed me from the start that they didn’t actually have the option for unassembled delivery. I still don’t understand why they even gave me the choice if they couldn’t fulfill it. On top of that, the dresser was damaged. I asked them to arrange a free delivery for all the trouble they had caused, but they refused, and when I spoke to the manager, he washed his hands of the matter and said it wasn’t his responsibility. I was very frustrated. Then they gave me another date—meaning even more waiting. When they called me again to pick it up for the third time, it was once again assembled, ignoring my preferences, and they wanted to charge me $50 for delivery, even though I live only six minutes away from the store. Despite all the inconvenience they caused, they told me to simply find another vehicle to transport it.

I would have had to rent a U-Haul, and when I insisted on opening the box to check the dresser’s condition, it turned out it was broken again. Once more, there was no consideration, and they just blamed another company.

They offered me three absurd options: take the broken dresser with a minimal $100 compensation, wait yet again for another replacement, or accept “solutions” that really solved nothing. When I arrived at the store, they also made me wait thirty minutes because the person in charge of dispatching was “on break.” In the end, they never showed any understanding of the situation. When I asked for a refund, they didn’t even return it to my original payment method—they offered cash but ended up giving me a check.

In summary, Sara Furniture & Mattress showed no empathy, no consideration, and no respect for my time. They did not provide reasonable solutions and demonstrated terrible customer service. I will never buy from them again, and I truly would not recommend this...

UPDATE STATEMENT AFTER DELIVERY. I was informed by Baker that all my furniture was in storage. I felt reassured that on move-in day... everything would arrive and that they would come between 12 pm to 1 pm. The day of, disappointed early in the morning to be told that the delivery would not be until 6 PM. How can you tell me one time and not show up until day end was insane. The guys arrived at around 7 pm. It was raining and we helped them bring furniture into the building. Just to say... In a brand new building, we now have marks all over the entrance walls because they just put the furniture against the building walls, even while wet. Get it to my floor all good... they start putting furniture together and I realize that our sofa is NOT here. They had no explanation. At the very last they had to set up my office desk and by then it was 11 pm. They had to finish setting it up but got tired and told us they would come another day to finish assembling it. Huh?! Yes.. another day. The next day I called the office. The girl who answered the phone,josefina or something, was very unprofessional. She could not tell me anything about the furniture. But she did say that Beker was having fun with family and could not be bothered today. Really?? I have no place to sit and this is what she tells me. The next day I get a call that my sofa will come in the next day. At 6 am. Unconvinced in all ways. Not a problem.... I GOT THE WRONG SOFA!!! NOT THE RIGHT COLOR NOT THE RIGHT HEIGHT. AND THEY CARE NOTHING ABOUT THIS. I WILL UPDATE IF ANY FURTHER UPDATES as I'm still waiting for a table stand. Good luck to me!!

Baker and Yousef were absolutely amazing with their customer service! The prices were incredible and perfect for our budget. They not only deliver right to your door but also set everything up for you. What really stood out was how patient and understanding they were with our needs — they took their time, showed us different selections (even ones not on the floor), and made sure we found exactly what we were looking for. I even showed them a picture of some tables I wanted, and they were able to find them at an even better price! The whole experience was impressive from start to finish. I highly recommend this place! If you speak Spanish they have people who...

I have tried to communicate with these people for friends who is limited in their ability to communicate in English.

I called once and was told the truck is coming from Tampa. That truck never arrived and neither did a phone call from the people at Zara telling us the truck was not coming and the scheduling of when it was coming.

I called again the next week at the request of the family and asked what is happening. They are promising results in the form of deliveries but nothing is resulting in success. They are still without the furniture. That second call, the male voice who answered claimed he did not know where the truck is but will track the truck and get back to me. He did not explain if it was the same Tampa truck from the previous week or if it is the truck that was supposed to deliver the furniture to the family. I did not receive the phone call from the store and the family did not receive the furniture or a call.

My third call went unanswered and my message was not replied to.

It is now weeks into the order and this family is without furniture and without hope of receiving.

The only thing the people at this store delivers consistently are lies and poor attitudes. Their facial expression are proof of the lack of importance customers are to them.

• UPDATE: Two months have passed and you still have not refunded the lady for the sofa set she cancelled because you could not get it delivered. ----- WHEN CAN SHE...