Heritage Furniture Trenton — Local services in Quinte West

I am actually quite upset to write this review as Heritage Furniture was always the first place I’d go when I needed to purchase something new.

My fiancé and I went into Heritage to purchase a new bed set and possibly an adjustable bedframe (we weren’t 100% sure on purchasing on the adjustable bedframe yet)

We ended up finding a bed set we loved and we also found an adjustable bedframe that we were told could be returned if we did not love it. Since we were already not 100% sure we would love the adjustable frame my fiancé made sure to ask the sales person multiple times if it could be returned just to make sure and the sales person confirmed each time it would be returnable.

Fast forward to 11 days after the frame was delivered, we decided we did not love it and would like to return it. I had emailed the sales person to remind me of the return policy as I couldn’t remember if he had told us 30 or 60 days and I wanted to make sure it was taken apart and returned within the time frame.

The sales person emailed and mentioned he would talk to his manager, I was confused by this as all I asked for was the return policy again and wasn’t sure why his manager needed to be involved.

After no response for several days I sent a follow up email in which I had received a response from the manager stating the frame could not be returned as it was a special order. I responded that unfortunately that is not what we were told when purchasing the item and I’d like to find a resolution. I received no response to this email.

My fiance called heritage on a Monday and asked to speak to the manager whom told him she would see what she could do and would call him back by Thursday. No call on Thursday so my fiance calls back the next Tuesday asking to speak to the manager again and his name and number was taken and told again he would receive a call back and never did. He calls back the following week and a 3rd time his name and number were taken for a call back. Another few days pass with no call back and I receive an email in response to my initial email I sent that was ignored several weeks ago stating that the return policy was posted on their website and that the product had to be returned within 7 days unused and unopened and that there was nothing they could do.

I replied to this email and stated that I would like to speak to someone higher than herself as it was an employee error that made this an issue and I need some type of resolution again. (I wouldn’t have thought to have to check online for the return policy when the sales person was reassuring us onsite when we bought the product that we could return it)

I receive a response to my email stating that she was the manager and she had spoken to owner about this situation and reiterated the return policy as she stated previously. She mentioned she could give a 50% refund if we returned the item because that is what they would be able to sell it for as used.

I replied to this email asking again to be contacted by someone other then herself and have not received an email since.

This manager did not acknowledge the mistake from the employee once. I do understand that employees make mistakes and this is why I haven’t named anyone but I also believe in a company recognizing and fixing an error on their employees behalf. We would still loose out on over $500 due to this error even with the 50% refund.

I am hoping that someone sees this review and can contact me directly to help rectify this issue.

Response to owners response

It is unfortunate that you have seen my ask for help as conniving and feel that we are disingenuous. I’m sorry that your staff have given you false information and therefore you have lost loyal customers and any potential gain from word of mouth...

From my two experiences at Heritage Furniture.. AVOID THIS PLACE! I should have learned my lesson the first time! My latest experience at this store this past Saturday, my husband and I walked in and there was 2 salespeople at the front of the store and they were talking to each other and looked over at who was walking in. There was 3 more people who walked in behind my husband and I like 1min after us. The first salesman literally walked right past us to greet the people who walked in behind us 1st! Even though we were first to walk in. Completely ignored us like we were invisible. After searching the store trying to find what we were looking for ourselves. Finally shortly after we were approached by the saleswoman and I showed her a picture of exactly what I was looking for. She told me she had nothing like that for sale. She didn’t even look on her computer or anything like that either. When I got home I started researching where to find this kind of couch because I wanted to buy it and pay cash for it that day! Wouldn’t you know, Heritage Furniture was one of the first stores to pop up that they had it after I was told otherwise. I didn’t know at the time they had a website with tons of other furniture! So I was shocked to see it on their website and in stock in their warehouse!! It really just rubbed me the wrong way. Why couldn’t she say “oh we have something like that but not in store it’s in the warehouse OR let me look it up on our website, sometimes we have stuff that’s not in our showroom - it’s something we can order for you” I feel like in order to shop at this store in person you have to do all the research yourself before you go in there. Obviously they judge people, thinking they have no money or something by the way they look or dress? At least that’s the vibe I got. Just remember… ‘don’t judge a book by its cover’ Your loss! They also must be doing very well to turn customers away or acknowledge them. Also from my 1st experience, if you plan to buy furniture from here. Don’t rely on their knowledge to help you find the perfect ‘fit’ because if it doesn’t work out, you have to pay a huge re stocking fee and that was even a fight to get. (That’s a whole other story) Learn from my mistake when I spent a couple grand there on bedroom furniture and then had to pay a restocking fee for the headboard I had to exchange. I will never shop at this store again after my 2 experiences! That was it for me! What horrible customer service and good luck getting someone on the phone that can actually help you and isn’t super rude. I’m writing this to warn other people what kind of business they run. Save your time and money and go to the Ashley Furniture store in Belleville! That’s where I went later that day and they found us exactly what we were looking for! They are super knowledgeable, friendly and appreciate your business. Also, if it doesn’t fit or work out they will take it back! Which gives you peace of mind. I wish I went there first but I thought I would give this place another try because I like to support small businesses first. Big mistake. I even wrote them on Facebook messenger before I wrote this review and it was ‘viewed’ but they never wrote me back. No surprise there. Also reading the other reviews seems like I’m not the only one who has had problems with this place. Not impressed with how they conduct business. Lesson learned.

EDIT/UPDATE - THERE WAS NO OTHER CUSTOMERS IN THE STORE THAT YOU 2 WERE HELPING, EXCEPT FOR THE PEOPLE WHO WALKED IN BEHIND US (and they were together) SO DO NOT SAY I NEED PATIENCE. YOUR STORE WAS DEAD! NO CROWD ETC. YOU NEED TO PRACTICE CUSTOMER SERVICE AND STOP LYING! NICE ATTEMPT THOUGH TRYING TO SPIN...

Heritage Furniture review:

Due to recent back pain/ mobility declines (I’m old!! :) …It was time to have a power lift recliner chair in my home and Heritage Furniture was having a January sale and the ad said they had a good selection (yes) ..so I was optimistic of finding a chair suitable for my needs. What I didn’t expect was the difficulty of matching my body frame - “ the new me” comfortably in the varied chairs on display. Also not expected was the special attention I received from the sales rep, Meeka…..what a smart and charming young man!!. Well informed / knowledgeable of the different chairs and it was that and his patient, unhurried manner that landed me in a chair that ‘fit’ just when I was getting discouraged about not finding the comfort / support my back needed.

Meeka showed an authentic caring for my overall well being ..and I was completely won over by this absolutely ‘zero pressure ‘sales rep’ ..a pleasant experience overall.

Ease of transaction, delivery details and this store’s full back up policy to do any repair work needed - in my home. ..just added value to this purchase. I can recommend Heritage furniture …and will look to them again in any future needs.

NOTE…amendment /appendix to above note ..made now /2 days later:

As I’ve since found out = whether through my original misunderstanding about what I was told re: “back up” / repair policy / delivery timing etc ..OR…I was just plain / unintentionally misinformed???.. who knows ?? But just want now to pass on - “lessons learned” = Before “signing off on purchase” do ask for written warranties/ in-house ‘guarantees ’ ..if any ..not only Manufacturer ones. “Nail down” the expected delivery date. They have to schedule deliveries in same areas / have to wait for truck loads ..and the wait time can be 2-3 weeks in some cases. I wasn’t explained fully on this - so do ask.

After several follow up interactions with sales rep /manager- I still feel I had a ‘satisfactory’ experience with those...