Martin's Home Furniture — Local services in Bloomington

My family has been a long time customer of Martin’s, spending a lot of money at the store over the years getting multiple pieces of furniture. A recent experience however turned us off to the store. We had been eyeing a certain couch for awhile and were ready to seriously consider purchasing it. We went in over 2023 Labor Day weekend and the couch was on sale but even despite the sale, it was a thousand dollars more expensive than the same exact couch found online at an out of state furniture store. Even with calculating the most expensive shipping option with the out of state store, Martin's quoted price was still several hundred dollars more expensive which was unreasonable. Our family are not cheapskates by any means but we do expect to get good service and a good deal especially for such a steep purchase.

We were "helped" by Barb, who was quite curt and dismissive, after we asked her if we could get a better price. We weren't even asking to price match with the other place that was significantly cheaper as we prefer to support local businesses, but the difference was so stark that we thought Martin's would be more willing to give us a better deal. We got an immediate "there's nothing I can do" and she flat out refused to work with us from there. She literally told us we would be better off purchasing it online from the competitor. You could tell from that point on she had completely lost interest in helping us as she looked all around for a way to get out. We weren’t being rude, demanding, or anything like that. We were simply asking if she could do anything to get us closer to the other price we saw. To Martin’s, it didn't matter that we were long-standing repeat customers. She did not care one bit whether or not we purchased from them, it was a "take it or leave it" attitude. Which you know, we would have been okay with knowing they wouldn't move on the price if she had even feigned interest to ask the manager or see if there was anything that could be done. Or offer to show us other couches. That would be one thing. But she was dismissive off the bat and that was where the disappointment set in. She even said at one point “I don’t know what you want me to do, I just work here”. So rude, so dismissive, and horrific customer service.

At the end of the day, we ended up going to a locally owned furniture store in Urbana and we found an amazing couch with an amazing price that we purchased instead. The service we got from there was 100% different than what we experienced at Martin's. They were patient, showed us several different models, they were willing to work with us and did all they could to make us happy. It was a pleasant experience that was quite different than the curt, dismissive, and annoyed service we got from Martin's. We will no longer shop at Martin's, and I’d recommend that you consider another...

In reference to a past review, I have had a similar sales experience to the lady that reported a dispute to a table she ordered at Martins Furniture, where she bought a table and did not receive the correct item she ordered and purchased. I purchased a Tempur pedic mattress (great price) and what I thought was an adjustable base that matched the floor model of the adjustable base/mattress I tried in the store. When my items were delivered, I noticed the remote of the adjustable base I received was not the same as the remote of their floor model adjustable base I tried out in the store. Well…to make a long story short, I was told my order was correct and that this was the adjustable base for the mattress I had bought, even though this adjustable base was a “downgrade” to the adjustable base on the show room floor. The sales person never mentioned I would receive a downgrade for an adjustable base with a different remote as part of my sale. I was told the nicer adjustable base with remote I liked would cost an extra $1000. I then told my sales person that I would just return my items. Even in this dispute, I was charged a 10 % return to stock fee. That return fee is a Martin Furniture policy, but as you hopefully can see…there was a dispute to the item (adjustable base) that I purchased and I would have thought they would have given the customer a little leniency to their return policy. Not the case. I tried not to get emotional when I wrote this and stay positive, but it was hard. I can say the delivery guys were awesome! As a customer, I just would have hoped this store would have handled my situation better. I wasn’t looking to take advantage of anyone or this store, but just looking to receive what I saw and tried out in the store at the time of my sale. It didn’t even have to be a new adjustable base, it could have been the floor model I initially tried. If you buy furniture from this store, I’d just verify the sales slip to what you really think you are purchasing. Needless to say, Martin Furniture will never get a chance to do this...

I can’t say enough great things about the customer service at Martin’s Home Furniture in Bloomington. I’m an avid lover of vintage and rarely buy new furniture but we needed a couch last year and I was done buying used couches. We visited Martins and fell in love with a MCM inspired sectional. The couch was more than we’ve ever spent on furniture in our 40 years of life but it was beautiful and I liked that it had usb chargers on each side. A year later we noticed one of those chargers stopped working, called Martin’s and they made it right within just a couple days and hand delivered a new part to fix it. Only a week after that we noticed the frame cracked and the legs crooked on two pieces of our sectional. Begrudgingly thinking our thousands of dollars we spent on a new couch didn’t even provide us 13 months without it breaking - we called Martin’s to see if there was anything they could do. they inspected the pieces- brought it back to their warehouse to fix in house and delivered it good as new the next day because the damage fit within the excellent warranty specs. The customer service and loyalty to their warranty and guaranteed satisfaction of your purchase is apparent here. This was worth every penny we spent because of the excellent service! Thank you Martin’s! Whenever we decide to buy new again we...