Van's Home Center — Local services in Auburn

Poor customer service with lack of providing information on terms ahead of the sale. Ashley Furniture will price match anything from other furniture stores while Van's will sit there, haggle, and argue with you on "how can they sell it so cheap?" It's pretty obvious who I WON'T be dealing with in the future or sending anyone to. The Store Manager will argue with you and does not provide resolution, just puts up a wall and tells the customer they are wrong and will have to live with the issue. I would give negative stars if I could to help save any working class people the trouble.

Update in response to Van's reply: This is a typical response for Van's as you can tell by the trend of the bad reviews and fire-fighting responses from the store manager. They know they don't have the furniture business figured out as well as other stores do as you can tell by others leadtime frustrations. Anyhow, as far as the price matching, Ashley Furniture initially quoted me $3,000 for the said set of furniture we were discussing. With Van's being a little closer to home, I decided to give them a chance to price match and with ALOT of haggling and higher counteroffers by Van's, they had finally agreed to the $3,000 for the set. It was a waste of my time as I had called before arriving telling them that the scope was to get the set for $3,000 (they did not respect my time as a customer). As a fact check where the store manager is wrong, I never ever went to Art Van or got it priced through Art Van. I just used an example in my conversation to further price match as you will hear later. For the true facts now for the bull-headed Van's customer service.... After striking the deal with Van's, Ashley Furniture texted me and said they would take $2800 for the same furniture set as we agreed for $3000 at Van's as they wanted to do business with me. After hearing this, I called Van's and asked about a refund, return, or price match. None of which they were willing to do which threw out their price match comment in their response. For the Art Van comment, all I said was that per their company policy , it allows you to get a price match plus a 10% discount if you find something lower somewhere else. After requesting a copy of their return/refund policy through email which they do not disclose at the time of sale, I noticed that their policy does state the definition of a "special order". While the Manager may be correct on the special order, there is a loophole in their definition because it states word for word "special orders are non-cancellable once they have been placed with the manufacturer". It was the day after the purchase that I stated all of this. I highly doubt they put the order into the manufacturer already, but if they did, i guarantee you that it could be cancelled so soon after the sale. I have worked in diverse manufacturing sectors and we all allowed cancelled PO's at no cost as long as production was not initiated already and we had more than administrative work completed. During my conversation with the manager, I had asked for a price match if the order could not be refunded or cancelled. Neither of which she was willing to do even though her response states differently. After discovering all of this, I emailed them asking for proof of time and date that they placed the order with the manufacturer. They have ignored my email completely because they know their system is flawed. All I am asking for is a refund of the $200 difference to price match. At the end of the day, we can sit here and argue about it, but we all know who won't be getting recommendations or return business if they don't comply and show true...

I ordered an entertainment center from them. It was in stock when we purchased it. I was told that day of purchase it would be to there store in 7-14 days. I called on day eight to check and see about delivery and was told that entertainment center was not available and would take over 30 days to get. I asked why I wasn’t informed of this and got nothing but a, I’m sorry. I stated to them that we ordered a tv and got rid of our current entertainment center to make room for the new entertainment center. I asked if we could just order one that was in stock and was told that would be ok, again said would take 7-10 days to get to them. I called on day 10 and was told it still hasn’t left the suppliers warehouse yet and it should be leaving the following day. I waited a week and called again and they stated again that it was on the way from their supplier and would be to their warehouse the next day. I had my husband call the next day and they told him it was just leaving their suppliers warehouse and would be to their warehouse the following week. So, now I’m upset because they keep lying. I called the next week and they stated to me it was in. I asked if it could be delivered that Thursday. At first they stated no it would be 1-2 weeks before delivery because it comes in several pieces and not all in the same box. I explained to the guy that it’s been multiple weeks now and you all are just giving me the run around. He then stated he just had a cancellation and could fit us in between 9-12 on that Thursday. So, Thursday comes around and they show up with the entrainment center still in the box and not but together. I asked why is it in the box and they two boys said the warehouse didn’t feel like putting it together and said we can do it here. I asked how long will it take he said his boss said it was an easy thing to put together. They bring in said entertainment center and open it everything was in one box not multiple boxes like they had said on the phone. They were treating my clean living room as their warehouse throwing things everywhere on my brand new couch and I had to say something because things were dirty. Then they couldn’t figure out the directions of the entertainment center and were arguing over how to do it. Then I asked where the fireplace insert was because I ordered a fireplace for it. They said they didn’t have it. I called Vans and was told it was delivered I said no it wasn’t. I asked for the manager several times through this process a lot that day but he refused talk to me. They ended up calling me back to let me know the fireplace was coming. over an hour later and still hadn’t had the entertainment center together yet. One of the boys took off a front piece and then laid the entertainment center on top of that and started pounding on something and I had to yell you are smashing that! He looked right at me and said so and continued to do what he was doing. Then the unbelievable happened they completely broke the entertainment center. They tried to tell me it could work and I said take it back. When I called the office and tried again to get the manager he still wouldn’t talk to me. All I got was I’m sorry, that’s it nothing else. Now they are telling me it’s going to take another 3 weeks when their website says in-stock and to warehouse in 7-10 days. I asked if their is anything they can do and all they are willing to do is take off the delivery fee of $99. They were already supposed to take off $100 for meeting Ashley’s price and never did that so I’d say I’m getting screwed. It’s sad to see a small company take advantage of people and not help...

We finally decided to get new flooring for our upstairs at the end of last year. We chose not to go to Home Depot or subcontract this out. We decided to spend the extra money and go through a reputable company. We were very excited talking to Dan about the new carpet and Cortex vinyl flooring. The carpet got in in a month or so before the vinyl. The carpet and the man that installed it were lights out. He carried and installed all the carpet single handedly. There wasn't one scratched wall or trim piece. The vinyl on the other hand has been a joke. The installer, Paul, couldn't have been a nicer guy or a more professional person. We instantly noticed problems with the flooring though. The nose piece for the steps wasn't installed right and there were multiple areas throughout the installed floor that wasn't even connected and broken. The trim was also installed poorly, no wood puddy for the staple holes and lose paint that had ripped off when trim was removed was just hanging off the trim boards. I informed Lance of these problems instantly. The installer fixed the step piece, and upon inspecting other parts of the floor that were coming up he thought maybe there was a manufacturing problem with the flooring. He said he would contact Lance and Lance would contact me. This was March 23rd so on April 8th I shoot Lance a text, no response. I give it a week and stop into Vans, Lance tells me to give him another week and he'll call me with a game plan. I call him back and leave a voicemail 8 days later, nothing. So, I again stop into Vans. He tells me he's going to send out a different person other than the installer to figure out the problem. This man stops out on May 11th (I believe his name is Dustin) he looks the floor over and informs me that the subfloor wasn't even close to leveled out correctly and that is why the floor in separating in so many places. He tells me he'll inform Lance of the issue and a Vans repair person will repair the flooring, which involves pulling up the problematic pieces and gluing them down. I've been super busy with work and family these past couple months. I realized that I haven't heard anything from Vans in over 2 months. So, this time I stop in and ask for Lances' boss. I lay the whole situation out to him. ( his name is Max) I tell him that I think its extremely unfair that I should have to pay full price for a repaired floor, kind of like buying a brand new car that has been damaged and paying full price. I also told him I could've went with Home Depot and saved thousands. I really wasn't looking for a discount (that's why we bought premium flooring and spent 15,000 dollars). I want my floors to look like what I paid for. I just wanted to see his reaction. He shook my hand and said I can't offer you anything on this one, but come to me again and I'll give one hell of a deal. What a joke! He gave me another date to repair our floor. My floors are set to be repaired on Sept 8 and again I'll have to get all our furniture moved to the garage . I just hope this review reaches the desk of someone higher up than Max or Lance. I can't believe this is how Vans treats costumers and be in business that long and build that kind of showroom. --...