Mueller Furniture — Local services in Belleville

While the sales process was quite good, you're gonna be waiting a while if you have a problem. We purchased a Flexsteel sofa that the springs broke off of their welds. 3 springs actually. Regular use, no kids to jump up and down on the furniture. We spent the considerably higher price for Flexsteel for the reputation and the lifetime frame warranty. This all started back in 2020 btw. So we called and left a couple messages with manager but covid must have really screwed them up because no one ever got back to us. Flash forward to 2023 and I was able to go into the store. Spoke with the manager who was pleasant and efficient, he took my information and we set up a visit to the house for them to make a report on the damage and figure out what needed to be ordered for the repair. We were charged a service fee for this visit which I find ridiculous since this is all supposed to be a warranty situation. We were told that in a few weeks they would reach out and give us a timeline for the repair. Well that was in March. Since then we've called them 3 times for an update. Mueller called back each time....first to tell us that the parts were backordered. Then 2 months later​ to tell us it would be 3-4 weeks then 4 weeks later to say that "It will be longer, we just don't know how long." Perfect. So the couch of course is getting worse and worse causing the cushions to fail faster and faster.....which we are being forced to pay for the replacement of ourselves. Flexsteel won't work with you directly so you have to deal with the location you buy it from. Sales part was fine....service after the sale is nearly nonexistent. Never again Mueller and we're telling anyone and everyone to not even bother walking in your doors. Maybe by the end of the year we'll have a solution to...

They only care about money, not customer satisfaction. I ordered my dream bedroom furniture over the phone. When it arrived, the bookshelf headboard we ordered was 1/2" too thick to fit through our bedroom door. The movers did everything they could, but it just wouldn't go. When the movers called the store, Mark Mueller in a cussing tirade told the movers he was tired of people ordering custom furniture and it not fitting, and that he didn't care if we had to put it in our garage, they would not exchange it. When I called the store, Lynwood Mueller explained that there was a no exchange policy in the paperwork. When I told him we ordered over the phone and received no paperwork, he told me "it's just common sense". Lynwood went on to say if it was a common piece they would work with me, but it's not. I spent over $2,000 on my bedroom furniture and they are not willing to do anything but call the manufacturer 10 days from now to see if I can disassemble it. I find it appalling how this family business treats...

Minorities stay away! I've been to this store three times with my girlfriend, we are black. We've never been greeted immediately when we've walked through the door. And twice, never greeted at all. This ordinarily would not be a big deal if this was the norm to simply feel out the customer and their needs. However, on every occasion, we've seen the salesperson(s) standing at the desk to the right, whom never make eye contact with us. When we've made our rounds through the store to leave, we've noticed the same salesperson(s) greet white customers with a smile and a warm "Welcome to Mueller" spill. Now I would like to say that I make an honest living like anyone else, however there has not been a time that we've gone in that store ready to spend a handsome amount of money on their pretty pricey furniture. So honestly I feel that I've won this situation, by not giving this establishment my money but also having decent humans that wish to take a stand on this type of behavior, to not buy from this...