Williams & Kay — Local services in Alaska

New update, as of May 28th, they have decided that they are not going to pay for the warranty that I was told 2 weeks ago that I had a credit for a complete refund because they had no service people to come and do anything about it. The only thing they told me was I had thirty days to come in and use it. Now they are telling me that they had to pick it up, but they never told me that I had to come into the store and pick out something, and then they would come and pick up the dead chair. Now that i'm in the store, and I drove in all the way from palmer, they are telling me that they cannot honor it, because, you know, the chair actually just went to the dump today.

They did not give me any date on which they could pick it up, nor did they imply that they had to do it all they told me when I asked what I needed to do was that I had thirty days to get the credit used. Their warranty department is telling me that they told me I needed to have the chair picked up. I had a Whole 36 second conversation when they called me to tell me the credit was given to me and that I had thirty days to use it . If I time a conversation that was supposed to provide all that information, it is a whole lot more than thirty six seconds!

.Update to a 3. I was contacted after posting this review and I was told how I had to file certain paperwork with a secondary warranty to get a claim processed. The proof will now be if it gets processed, and if it gets done quickly.

I purchased a Steelcase recliner about two years ago I was told that it had a five year warranty. Unfortunately, you actually have to have people who can service the warranty and Williams and Kay does not have the staff. When I called for service, I was told that they could not do anything because they did not have people. I was also advised though that I should submit a claim for the fabric warranty. And then maybe when that was turned down, I could get some service and the mechanical frame? I then called sales, who seemed upset that I was actually contacting them about a warranty issue and was told to send an email to the warehouse manager. I never heard back. So now I have what I thought was a premium recliner that needs to go to the dump. The service guy did say I could order parts, but I have no idea, and no way of figuring out what part or parts...

Williams and Kay is a customer service challenged company. Top of the line furniture - managed and serviced by incompetent and uncaring people. We have had a miserable experience after purchasing a 4000 dollar sectional. It was delivered and every piece, 4 in total,- were damaged or had black marks on the cushions. This was the case even though we also had stain guard applied. Which may or may not have been applied given the condition of the cushions, The only thing that makes any sense is that there was zero quality control prior to loading the truck and delivering the sectional. But our adventure had only just begun. After I contacted Williams and Kay they told me it would be a week until they could come to wasilla and verify the condition of the sectional. I asked that the general manager contact me so someone could explain how this whole situation was even possible. I was told that he would not be back until the following week. I said that is fine, I can wait. Needless to say over the next 6 weeks I waited and tried to contact him another 5 times with no response. It took me driving to the Williams and Kay store to finally have him speak to me. Where I was told he will refund our money or they would replace the sectional, which was the original plan. Bottom line is he never said I am sorry, never said yes we will refund your delivery charge (which was originally promised), and did not care about us as a customer. 6 weeks later, hours waisted, no complete sectional, and an indifferent uncaring manager. He couldn't even provide and accurate email and phone number for the owner. Truly amazing how a lack of competition facilitates terrible customer service. I believe they have some great furniture at premium prices - but I would never trust them to care about anything other than making a profit. ...

I was very lucky to have my phone inquiry to Williams & Kay handed to your representative Gabriella Minicola. Ms. Minicola was genuine, warm and friendly, and very professional at the same time. I knew the table I wanted, but Gabby took a great deal of time showing me all my options, especially your terrific sale items. Showing me? Yes, I’ve got to hand it to the smart phone in this instance. Gabby took and texted many photos of furniture I might be interested in. This took a lot of time, but I was never made to feel rushed. The great thing about this process is that I had comparison with the Stickley table I did eventually purchase; I don’t have to ever wonder, “Would I have preferred another style, or color”? Two days later, I called Gabby again, with a long list of additional questions. Again, she was patient and very knowledgeable. Forgive me for the lengthy review. I am simply very impressed and happy with the customer service Ms. Gabriella provided. Thank you very...