I. Keating Furniture World — Local services in Bismarck

Beyond disappointed…. We ordered not ONE but TWO bedroom sets from iKeating of Bismarck; whom we’ve used for furniture for over 20 years. Our sales rep, Nova, was amazing and took care of us. She told us the first bedroom set was shipping from a store close so it would be within 2 to 4 weeks - Bismarck ikeating would call when arrived. The second set was shipping between four and six weeks.

4 weeks after our order i called to see if the 1st set arrived. The front desk couldn’t find the order and said I had to wait til my salesman was in and she could help me. Nova (salesman) called and apologized profusely bec it had been in for TWO WEEKS. My husband went to pick it up at front desk and made him wait for over an hr and said they couldn’t find it. Finally they find it but it doesn’t was missing the side rails. He left and I called our salesman and she went in to look and found it with her boyfriend. So my husband had to go back the following day and again, front desk staff was completely unwilling to help. Setup the first set and the drawer is missing 2 screws AND the drawer brackets weren’t installed correctly so we had to dismantle and redo. Disappointing.

Nova felt horrible so she said when second bedroom set arrived she’d have it delivered for free. She looks up second order as it’s now week 5, and says - looks like it should be in next week, we’ll call you. I wait a week - call front desk. They have no tracking number, no info. Tell me I have to call back when my salesman is back in. Two days later I get nova and she apologized profusely and tells me it looks like it still hasn’t arrived. She sends an email to manufacturer. Gives me a PO #, and says hoping it’ll come 6th week.

Today is week 9. I called every week from week 5- week 9. No calls from ikeating to tell me it’s in. Or any updates. Every time I called the main number I received no help - and required me to speak to my salesman. Today it delivered. When I looked thru the delivery there was NO INSTRUCTIONS to put bed together, and surprise surprise MISSING SCREWS.

I am so disappointed in this entire process from the jump. We were loyal to IKeating and supporting local, but I have now had multiple family members on air mattresses bec the inability to provide any type of timeline nor provide basic essentials that are needed to put the items we bought together.

Beyond...

On Dec 23, 2020 I purchased a power adjustable bed with mattress ($3400) for my father who was scheduled to have hip replacement surgery. Lee was the salesman and was excellent (he's the one who deserves any stars). The bed arrived Jan 10, 2020 but something was either ordered incorrectly or shipped incorrectly and the headboard and footboard were not able to be secured to the bed (he wanted these to have something to aid him while trying to get out of bed.) I was okay with this because I understand mistakes are made. I have spoken to Crystal (several times), Kevin (several times), Jake (manager) and Matt (salesman assigned to issue since Lee is no longer there.) and was told the correct size rails will be in around the middle of February 2020. My father expressed that there was something structurally wrong with the mattress within 2 weeks of having it and he had been calling and was told by Matt that he has to wait 30 days before they would consider replacing it. I called and spoke to Jake to see if someone could please do something to see what was wrong with the bed because he was scheduled for hip replacement surgery February 4, 2020 and needed the bed to be right. Jake was very nice and said he would have Matt call my father on Tuesday to see how he could help, Matt never called my dad. I called and spoke to Matt and was treated with a sarcastic tone telling me that he "wasn't even the salesman that sold me the bed" . He again argued that my dad had to sleep in the bed for 30 days before they would consider replacing it. Apparently having your check signed by IKeating/Ashley Furniture doesn't trump any "commission sales reason" to provide customer satisfaction. Everyone I spoke to was friendly and treated me with respect except for Matt who felt since he wasn't the original salesman who sold me the bed that he shouldn't have to deal with any aftermath. They finally sent someone over to my dad's and it was determined that there was in fact something wrong with the mattress and they agreed to swap it. I called again today (Feb 10, 2020) asking for an update since my father as already had his surgery and Crystal advised that the correct size rails and a replacement mattress will be delivered on Wednesday. Finally! Hopefully there are no more issues as I've already had to make my first payment, with zero customer...

Apparently all of the staff my fiance has worked with have been super friendly but that's where the positives of our experience ends. We spent $2,000 on an Ashley Furniture Flynnter sleigh bed and 2 night stands. The bed itself come in multiple pieces, the headboard, the footboard, the 2 drawers that go in the footboard, and the frame for the bed. Everything gets delivered and set up and the delivery guy notices damage on the footboard so he says we will order a new one for you, then when he put the drawers in, something is wrong with the track/glides for them, so we'll order you new of those too. Then they set up the night stands and the glides/tracks for that are completely ripped free from the stand so we'll order you a new night stand as well. 2 weeks go by and they deliver the new footboard & surprise! This one is damaged too! This time the solution is "we'll send someone to paint it." 4 more weeks go by and someone finally shows up to paint the footboard but still no word on the new nightstand. I can see exactly where they attempted to paint the footboard and they didn't bother to sand or fill anything before painting so my brand new footboard still have a gouge in it. I called the store to ask why we've heard nothing on the footboard and oh we put in 2 work orders so no one knew that the nightstand needed to be fixed we can send someone out today, but we never ordered a new stand, just glides. So they send someone out to "fix" all the drawers.. the ones in the bed seem to be fixed for now, but the drawer of the night stand doesn't line up, if you do manage to get the drawer closed all the way I can't get it open without nearly tipping the stand pulling so hard.

This set is a HUGE waste of money, and while the store has been very friendly about dealing with the issues, I expect better quality for that kind of money. And since each time we get a new piece it is damaged and their solution is just to paint over the imperfections, it would have been nice to have been offered money back, pretty rediculous that we are expected to pay full price for something that is brand new and delivered...