China Towne Furniture and Mattress — Hotel in Town of Geddes

UPDATE Sep. 2023 -If only the staff were trained to respond to customers about lost merchandise as quickly as your staff is to replying to reviews. Although your response missed the mark. You are right about us loving our original purchase. However your “substitute” replacement was now, looking back comical. We were able to go to Dunk and bright in clay and show a designer a picture of your merchandise and within minutes be directed to a comparable sectional (England) and bought it within 15 min of being in the store. We also learned from their staff how they stopped working with the original manufacturer of the couch we wanted from your store (klauassner) about 2 years ago, as from their experience they once were great, but after covid their quality and customer service went down significantly. To each their own 🤷🏽‍♀️. I think this was a learning experience for us all, and in the end worked out best for both parties! Best wishes!

Original Review: We quickly found the couch set we wanted, purchased same day. Weeks later we received a text from china towne stating our furniture would be delivered to the store that week. A week later after not hearing anything, we called to check the status and was told it was right on track, when i asked when we could expect to schedule delivery i was put on a long hold and was told she wasnt sure of the date, and the manager was on vacation until Friday and she would then reach out to me then with an update.

After getting off the phone i received another text saying that they should be hearing from the transport company, and getting back to us in a few days. 6 days later I received a voicemail asking me to call back that i would have to do a re-selection with our couch. When I called back, I was told that the company that had made our couch abruptly went out of business. And that our couch was ready, but on a truck behind locked doors, and they didn’t know if they would ever receive those couches as they have not heard anything back. I was told I could get a complete refund for the down payment we have already made. ($1600) or we can try and find a similar couch. She told me she had one in mind that was very similar, that was significantly more expensive (not true) than the one that we had selected originally, and we could get it for the price we paid for original couch. I explained that I would just like to have a couch as soon as possible, as we were expecting to have one by now and we would have to wait another 8-10 weeks for a new one, so we wanted to get the ball rolling. She told us just to come in and ask for a manager, and she would set us all up. I said that we would be in the next day.When we got there, We explain our situation, asking for the manager. While waiting the rep told us its been a crazy few weeks since that company closed and she had never seen this happen. (So they had known this for weeks) She then called the manager who told us that she had to go to a meeting, but she would find another rep to help us. She said, while she was getting that rep we could look at the couch they had selected as a replacement for us. It was nothing like our couch. It wasn’t any more expensive. And it was not an ideal option for us at all. However, that was the only thing that they had pulled for us to see. When the manager came back , we told her we just want her money back. That apparently was enough to make her cancel her “Meeting” to talk with us. And we did get refunded in full.

Although we do understand it is out of China Townes hands that the furniture company closed. They waited weeks to notify us, and kept sending us texts as if everything was fine & gave us little to no options other than to be refunded. We felt as though we were being dumped from one person to the next without any real solution. After telling several people over experience, they all have suggested to leave a review to warn others of how their experience ...

Nicole, John and Maureen have restored my faith in China Towne. I did not have some positive shopping experiences a few years back and was hesitant to revisit those experiences. I am very happy that I did take a chance and return to China Towne. Nicole, John and Maureen are extremely knowledgeable, professional, considerate and most of all make certain that their customers are totally pleased/satisfied with their purchase or purchases. In the past 3 weeks I have made two major purchases. Nicole and Maureen assisted me with the first....both worked extremely hard to make certain that I purchased what I was seeking...and yes the lowest price guarantee was definitely a factor. The same held true with the second purchase with the assistance of John and Nicole...this related to a mattress purchase. Not only did both of them spent much time showing me various mattresses and the differences related to support and comfort... but also how each mattress affected my sleeping posture and alignment. Plus, John provided some invaluable information (of which I was unaware) that was a very important factor in deciding this purchase. Nicole, John and Maureen are 3 major reasons while I will continually shop at China Towne. Yes quality and price are important....however they mean nothing without the type of professional and caring individuals such as Nicole, John...

Purchased a leather sofa and loveseat from China Towne less than 2 years ago and even purchased the additional protection plan. Last month I noticed one of the headrests on the couch is peeling. I have never seen leather peel. We contacted the insurance company to put in a claim and 2 weeks later they got back to us and informed us that peeling leather is not covered. I reached out to China Towne because a relatively new couch should not peel. A leather couch should not peel regardless of its age. I was informed that they would not help me because they will only warranty the product for one year. I was asked if I had done something to couch - other than sit on it, no. I was asked if I had used a cleaning product on it - again no. I'm sure I was not believed but there has truly been nothing done to this couch. The final conclusion is we must sit on it too much and they will see if they can get a replacement part that I can pay for.

Don't buy leather furniture from China Towne if you plan on sitting on it.

I will not be purchasing anything further from them.

*I am changing my review to 2 stars because Amanda from China Towne did reach out and offer to assist with replacing the part of the couch that is damaged. It was not an offer to completely take care of the repair but it...