Time Square Furniture & Mattress — Local services in Billings

This is going to be a long one... I want to try to be as fair as possible because everybody was so nice, but it ended up being such a long and stressful process with no communication at every step. So, first thing's first, we had Summer helping us in the store and she was very nice. She was even kind enough to give us the sale price from when we first went to look at the pieces we ordered, which was awesome. She informed us that the dresser and bookshelf we wanted were in stock, but the bed would need to be ordered. She told me she would call the next day to give me a concrete ETA, but typically shipping takes about 6 weeks. That was fine. She never called with an ETA. 6 weeks later, I called back to ask the status. I was told they had everything now (but didn't call to let me know). We scheduled a delivery for the next Tuesday. On Sunday, two days before the delivery, Summer called to tell me there had been a mistake. I couldn't follow the phrasing she used, so I'm not sure whether she ordered the wrong bed or didn't order it at all, but regardless they didn't have the bed and she needed to order it. She was very apologetic. Things happen. The next day, I realized neither of us had mentioned the other two items that were scheduled to be delivered with the bed--ones I had been told before were in stock. I called back and talked to the manager, who informed us the whole delivery had been canceled. He put us back on the schedule and promised to call me once they had tracking information for the bed so we could stay informed. Our other two items are delivered with no issues. A week and a half after my phone call with the manager, I still hadn't heard about the tracking number he'd promised, so I called back. I spoke to a third employee whose name I didn't catch. She was nice. She explained the bed had been shipped, but these things were difficult to track, so she couldn't be sure where it was exactly. It was possible it was coming in on a truck that Friday. She promised to personally keep an eye on my case along with her clients' and call me with news whether it came in on that truck or not. We didn't hear from her again. 3.5 weeks later, my husband called for an update. Our bed had arrived. Nobody told us. We scheduled a delivery and today it was finally delivered...over 3 months after we originally ordered it. The delivery people were nice. The store was pretty. I like our furniture. Everyone was very nice and polite. And I try to give people the benefit of the doubt, but it really boggles my mind how three different employees including the manager failed to communicate with us at every step in the process after we gave them our money. It meant months of stress on top of the 6 extra weeks sleeping on a bad bed with my husband's degenerative spine. The last time I called for an update, my throat hurt from holding back tears because it was stressing me out so much. I guess in my line of work, it's easy to write myself a sticky note when I need to follow up on something. And I've definitely forgotten things too, nobody's perfect, but the fact that we were just completely forgotten by three different people plus the warehouse staff who were supposed to be the ones to inform us when the bed arrived really rubs me the wrong way. I guess if everything you want is in stock, they're fine to work with. But I absolutely have lost all trust in them when it comes to ordering things. This was our first big splurge on any sort of non-IKEA or military base furniture, and I feel like I'm going to be fighting off dread next time we decide to get anything...

We have purchased furniture from almost every furniture store in Billings over the years and when we were looking for a new living room set we shopped around. We decided to check out Time Square and they showed us the top of their line set and told us it would last us longer than any we had purchased before (the prior set was actually purchased at Furniture Row and was still looking good when we sold it after 10 years). The price wasn't low by any nature but for longevity and quality it didn't matter. Fast forward a few months and the material starts to come apart. We contact them and after some back and forth they come pick it up and reupholster it saying that it must have been a bad batch, ok I can understand that. Well fast forward again and the material is doing the exact same thing. We contact them and they tell us that it is what it is and they have no interest in helping (basically retaining us as customers). I hope that my review helps to make your decision easier on where to go and where not to go when you are looking to...

My back is going to love my new bed! Summer was a great help. She helped find exactly what I was looking for.

After receiving my new bed and mattress, I found that the mattress didn't fit the bed. Time squares respond was " that just how they make them". In otherword to bad. If I wanted to return I had to do it in one hour to do it, as they have same day return policy. Went to Matress King and found one that fit. They even said the would take it back if I wasn't completely satisfied. Same price, better matress and better customer relations and service. Won't be going back to Times Square anytime soon. That would be...