Lux Furniture Gallery — Hotel in McNair

Worst nightmare ever.. On June 15th, I went to the Furniture Max Store on 11264 James Swart Circle in Fairfax VA and selected a Dining set on the show room floor that I like. The sales associated then transferred me to a manager to complete the purchase transaction.

The Manager, ALI, advised that it would take 4-6 weeks to order that model. He said nothing to me at the time of purchase that the dining table I had selected may be considered a “special order”. No mention of any terms of cancellation were discussed at the time of purchase. There is even a box at the bottom of the invoice explaining provisions for a special order item, but I was not required to sign it. As I understood it, the dining set was not considered a special order item.

After the purchase, I realized that the table would not arrive by the time that I needed it and therefore, I changed my mind about purchasing the table. I notified the store on June 21st that I no longer needed the table, and requested that the order be cancelled.

In response to my request on June 21st, Ali advised that the dining set was considered special order and that I would be subject to the terms of a special order item, including a fee of 35% of the cost of the Dining Room set. I stated that I did not feel I should be subject to those terms, since I was not advised at the time of purchase that the Dining set was a special order. As I questioned the 35% cancellation fee, he then changed his demand to just 25%.

He then advised the HE would need to speak to “the manager” and would call me back the next day (Tuesday). He did not call me back, and I was not able to get in touch with him via phone on Tuesday.

So on Wednesday morning, I went to the store to speak to him, assuming that he had had time to speak to his manager. Ali was not working at the time of my visit, and no one else in the store was able to help me. I asked for Ali’s business card so that I could make contact with him. The business card I was provided listed Ali as the General Manager.

On Wednesday afternoon, I called him and asked why he had not gotten back with me and if he had had a chance to speak with his manager. He became rude and argumentative, saying that he had told me that he would call me on Thursday. He advised me once again that he would speak to the manager and contact me on Thursday. It is now Friday and no one has made contact with me concerning this...

I am STUNNED by the customer service I am currently receiving from Furniture Max Herndon during COVID-19. They came today to deliver my new bedroom set which they are assembling for me! Upon realizing I need a box spring, the assembly crew showed me my options in real time and how it would look depending on which size I ordered. Then when I called the store to order one from them and they learned I don’t have a couch right now to sit on in my living room while I wait for the one from them to be custom made I ordered, which won’t be ready for delivery for another month, they offered to bring me a love seat next week with the box spring so I can have a place to sit while I wait for my new custom sectional. They apologized they did not know sooner I did not have a couch in the mean time! I am just beyond words as it has been difficult to move states with so little in a time it’s hard to get things! I cannot wait to use them again as my furniture needs grow and I look to furnish my balcony next!

I would like to also note I chatted with them back and forth over the website chat the day the lock down went into effect and they waited for me to get off work to go to the showroom to order and see all of this lovely furniture they have been delivering in person so I could purchase with confidence before the shut down. Remarkable experience so far from...

I came in to take a look at their "everything must go" sale as I was in the area and was shopping for a dining room tape set. I met Bryan, the sales staff, and he showed me around to see their selection. Their selection wasn't too bad but maybe the style that I was particularly looking for was not so popular. The bulk of their inventory are beds and sofas so dining room stuff...not so much. However I did come across a set that caught my eye and the seats and bench is ultimately what sold it for me. They were of good height and the seats were super wide and deep. They felt comfortable and did not feel like hard McDonalds benches. The table top is fine though I will probably get a cover for it but it was sturdy. I probably could have talked down the price I think but people gotta eat and make a living and I thought the price I paid perhaps was a tad more but it is a price that I was comfortable with so it is a win-win. I believe in a fair price, plus a fair markup, because at the end of the day we gotta put food on the table. Some sales people are shady AF, but I thought Bryan was nice and friendly. The delivery will be in a few days so hopefully everything will be smooth.

If you see something you like, treat people with respect, and if you can work out a deal that everyone can win, those are the best deals.

I think we...