Baer's Furniture Co. Inc. — Local services in Bonita Springs

Update# 2: Buyer beware about the quality of the products and customer service. After 4 1/2 months, 1 swapped sofa and 4 service calls, maybe the 2 sofas are fixed, but I don’t believe it. Too many service calls, and lack of concern. Although they promised to allow me to pick out new furniture and return the two sofas, they won’t pick up the sofas until I select something else, stating that “the sofas are already several months old”. This makes absolutely no sense to not pick them up now, since by the time I select something the sofas will be even older. And I have not found anything that I can test out in the showroom that I am interested in or need. I offered to pay for the shipping on any new items that I selected in the future, but they said “no, the sofas would only be picked up when the new furniture is delivered”. The furniture is not getting any younger. I think they are hoping that I will forget about it and keep the existing sofas and they keep the money. I’m not forgetting about it, but I’m not buying from Baers again. Complete failure on their customer service. They have lost any future business with me and earned a negative review.

Update: I was contacted by the customer relations manager after following up on their response to my review. They made it right. I’m still only giving them three stars because it should not take a negative Google review to get a good response from customer service.

Original Review Extremely disappointed with quality of furniture and customer service. Purchased two leather reclining sofas and three end tables on May 25. Delivery was supposed to be on May 31. The third-party delivery Truck arrives with only the end tables. They have no idea and nothing is listed about the two sofas. So they leave after delivering the end tables. Called the store and find out that the sofas were never scheduled for delivery. Store rectifies that and two sofas are delivered the next day. However, in putting them together one is completely lopsided and does not assemble properly, and the second one has completely destroyed electrical cords preventing operation. The third-party installation team calls the store and tells them I need a service call and the exact parts that need to be ordered. The store responds that the parts will be ordered and the service will be scheduled for June 11. On June 11 the technician comes out looks at the two sofas and determines that, the parts need to be ordered. He did not bring any parts! He also could not fix the other sectional. We get on the phone with the store again and they tell me that the parts are being ordered that day and they will take 6 to 8 weeks to arrive. Now, seven weeks later, I have called the store three times to get a status on my parts and the schedule for the service. Each time they tell me that they do not have any status, but they will check with the parts department and call me back. They never call back. I called again and the same story. They will call me back. When I did get a call back the next day they told me the parts were never ordered and it would be 6 to 8 weeks again from now That the parts would be in! I corrected them and said this was not correct that the parts were ordered on June 11. They said the parts manager would call back. Never heard from the manager. I called back again and spoke with customer service. This time they found the parts order, but did not have the status so again they will call me back. The sofas are completely unusable. At this point i am considering returning them if I can’t get an answer to when they will be fixed. Extremely disappointed. Buyer beware for anything...

My experience with Baer's was excellent overall with only a glitch in the delivery process. My designer, Lauren, was extremely helpful and spent time with us until we were satisfied with our choice and my husband purchased it for a delivery time at our current address three weeks later. I returned a week later to buy a mattress and was helped by an also knowledgeable gentleman (forget his name) who worked with me on the correct mattress for my husband and my comfort. I purchased it, giving our current address and asked that the two sales be tied together on the same delivery. On the day before delivery my husband and I got two separate phone calls about our delivery times for the same items to be delivered to an address that we had seven years ago when we last ordered furniture to be delivered from Baer's. I spoke to the warehouse staff and they changed the address, but then I went to the store and had the two orders tied together and the address changed permenantly on the "other computer system". Later in the day the nice customer service representative, Kristen, called and reassured me that the delivery was now on one truck and would be delivered to our present address at a later time than the purchase I was called about was projected to arrive. And it was. Thank you Kriste!!!! The only thing I can conclude is that your showroom staff is excellent, the products terrific, the delivery staff very polite and careful, but your computer system is severely lacking in its software capabilities and needs serious updating. Wrong addresses supersede new addresses and orders to the same address on the same day are not tied together, even though all was correct on the two order sheets!!!! You need a good programmer to give you a more sophisticated software program and not cause customers the last impression grief of having to straighten it out when they are packing to move, meeting deadlines and trusting in your delivery system. Hats off to your products and sales and delivery staff!!!! Hope that you do something about this for a seemingly sophisticated store with great design...

I bought a bedroom set which included a platform headboard and two nightstands at Baers Furniture to the tune of $2701 in October 2021. As expected around that time, I waited several months for delivery due to the back log in furniture after Covid. It was delivered in January, 2022. I am seasonal so this bedroom set was only used 4-5 months per year for 2 years. In March, 2024, one of the drawer handles broke off. I could not replace the screw because the screw broke inside the handle so I was forced to fork out another $43 for a new handle and shipping. Then in October, another one of handles did the exact same thing. I have contacted Baers customer service by phone and am waiting for a call back to authorize and pay for the purchase of another handle. I called on 10/24 over a week ago and still have not heard from their parts dept. I thought Baers furniture was a more upscale furniture store but it is not. And their customer service is not good. I have some Ashley furniture that needed repair. They are quick to get back to me and their repair people show up and get the repair done. Ashley is about 1/2 the price but I’ve had very good service from them. I’m glad I did not buy any other furniture at Baers if this is how they treat their customers. I highly recommend Bassett who have been wonderful and have great customer service. Obviously Baer doesn’t care about their reputation. Shop somewhere where they care about their customers.

Posted several days after initial review: Since posting my review, Baers customer service quickly called me and ordered the part after I paid for it. The handle was $34 in March when I bought it and I just paid $15 for the same handle. I am happy they contacted me so quickly but it shouldn’t take a 1 star review to get this kind of attention from their...