Godby Home Furnishings — Local services in Carmel

I shopped at Godby in Carmel for their Memorial Day Sale. I was moving to Dallas in July and wanted to get some new living room furniture for the new chapter in my life.

My shopping experience was actually pretty good. Both Kim and Carolynn were incredibly helpful in providing design feedback to make a cohesive look that I was really excited to get.

I ended up purchasing a carpet, a set that included an entertainment center, a coffee table, and a cocktail table. All were in stock. Great. I also ordered a sectional, which wasn’t in stock, but once the sectional came in, everything would be delivered to my apartment in Bloomington before the movers came July 15. We had a hard date. It was recorded on the paperwork. If anything wasn’t going to be able to arrive in time, they were going to let me know. And it was great that neither me nor my parents would have to assemble or lift any of it. I felt taken care of.

Before I continue, I want to say I understand the circumstances of COVID. Supply chains are screwed up, delivery to warehouses is in full bullwhip effect. I understand. Spoiler alert: my sectional didn’t come. But that isn’t what makes me so so angry with this company. It was the complete and utter lack of communication among salespeople and management, and the lack of communication with me, the customer.

My salesperson moved and stopped working at Godby, so my account, among others were left at the responsibility of other salespeople. I was not notified of this change until I called June 22, to see how things were coming along with the sectional. Please, note this is the first time I initiated contact to follow up. “the cuddler is in, we are waiting on the loveseat, which should be in any day now.” Great, I thought. I asked them to keep me in the loop.

Before I moved down to Dallas July 2, I initiated follow up again (#2). “Still waiting on that loveseat. Should be any day now.”

My second day of work at my new job (July 7), I initiated follow up again (#3). I was dismissed with the same language.

It wasn’t until Friday (July 10) that I actually got a call from Godby Carmel’s management. Not only was the loveseat not in (again, not the issue here), but delivery was booked until next Thursday. The day after the movers would come. This was also the first this manager had heard of my scenario.

I was livid. The furniture they had sitting in a warehouse for 7 weeks would not be delivered, and I found out about it while I was out of town, leaving my parents (one of whom had a recent knee surgery in March) to do the logistics and heavy lifting.

After my mother talked with the manager (because she would have to organize some logistics now), I called the next morning. The manager took my sectional off my invoice, and asked how I wanted to move forward. “Honestly,” I told him, “I’m tired of initiating follow up. Please follow up with my mother today to see the best way to move forward.” The whole day passed, and my mother never heard from them. She will likely have to initiate follow up with them.

So, due to complete miscommunication among the sales team, I am left in a relatively impossible situation I shouldn’t be in in the first place. Management is in a place they cannot do right by me. If it weren’t for their excellent low prices and the blessings I have for parents, they would get none of my business, and my family and I are not likely to shop there again.

Edit: over the last few days since this posting, the manager has worked very closely with my parents to do what he can considering the scenario. My mother (who volunteered to help me get my furniture to my Bloomington apartment) said her experience at the warehouse was excellent. They were thorough with checking the furniture and helping load into my parents’ van. I am still incredulous, but my mom’s experience was enough to raise the rating...

I wish I️ would have read more reviews before shopping here. I️ can’t speak to the service at other Godby locations, but we have had a horrible experience with this Carmel location and I️ will never shop here again and would advise anyone else against it. We ordered a living room set which took 8 weeks to manufacture, as we were told. We then scheduled delivery for the next week and got rid of our current furniture. The day before, we were told the sofa was potentially damaged so only the chairs would be delivered. It took another week for the manufacture rep to determine it needed remanufactured. The salesman and manager still have not given us an estimate of how much additional time this would take, nor were we offered a discount for the delay. (Besides the $100 delivery fee, kind considering it wasn’t delivered.). We accepted the offer for a loaner sofa, but I️ requested that the manager work with the manufacturer for a discount because a 4 month wait is unacceptable. He called me to report that it would not be possible, but they could give us our damaged sofa for 50% off. We kindly declined. If they are unwilling to work with their vendors to ensure happy customers, I️ am unwilling to give them any more business.

Update - 5 months later we finally received our sofa. Terrible customer service the entire way. The poor reviews on this Carmel location are very accurate. After speaking with Jeff Godby at the Noblesville location to convey our frustrations with the ordeal, I will never step foot in any Godby location again and would never recommend any of their stores. Worst purchasing and customer service...

We had been satisfied with Godby for years after purchasing a dining room set, 4 mattresses, and a trundle, but they dropped the ball on the Flexsteel sectional we bought a year ago. It’s lacking stuffing and looked like it was 5 years old after 5 months. ( There’s only the two of us. ) The service company managers are horrible about returning calls. It took another 5 months to order the parts. After 4 months we’re still waiting for the parts, or at least be able to track them. I always get, “Someone will call you about the tracking.” It wasn’t an inexpensive sectional, and I would have expected better quality and better service from Godby and Flexsteel.

UPDATE: 10/29/24 Godby and Flexsteel refuse to do anything. I reached out to Godby 5 months after the sectional was delivered. It’s been a year. Believe it or not, the foam on the recliner leg rest is not under warranty, but decorative pillows would be. 🤷🏼‍♀️. We were told that even if the sectional was only 5 years old, it was normal “wear and tear”. Found out that the parts, we were told were ordered in April, 2024, have not been ordered after the service company tech for Godby, ServeCo, agreed that it needs to be fixed Flexsteel refused, and Godby says they can’t do anything. A manager was going to send me a copy of the warranty. No warranty yet.

Updated 11/07/2024 After speaking with a manager on Monday, I was told she will find out the information I inquired about and would...