Kane's Furniture - Casselberry — Local services in Casselberry

I've never left a review for any store before but this experience warranted it. This was single-handedly the worst customer service experience I have ever had in my entire life. This is going to be long so buckle in: When I first placed my order with their store, everything was fine. I was told that everything was available and in stock and would be delivered promptly. That was not the case. It turned out my mattress and nightstand were back ordered several weeks. A detail that would have made me rethink my purchase at Kanes as I was moving and needed furniture immediately. They did not call me to inform me that my order was back stocked, instead I had to contact the store at least 4 times to request an update. Upon calling, they'd tell me that my mattress was 1, 2, 3 weeks out. The amount of time kept changing. After waiting an additional month, I called the store again only to find out that they in fact did have my mattress but none of the employees had bothered to call me or let me know. I requested delivery immediately and was told that it would be delivered that upcoming Friday (it was Monday). I begrudgingly agreed and accepted the delivery. On Friday I contacted the office to see when the delivery truck would be bringing my mattress only to find out their employee (i'll be nice and not put names even though this individual should absolutely be FIRED) had in fact selected the mattress for "pick up", instead of delivery and now all the delivery guys were in fact booked out for weeks and I'd have to wait an additional two weeks to get my mattress- please note I had been sleeping in a sleeping bag on my floor for WEEKS waiting for this mattress. I expressed my frustration and asked that the mattress be cancelled and I be refunded. I went to mattress firm and bought a mattress which was delivered SAME DAY (now that's GOOD customer service). I get a call from Kanes furniture two days later stating that they were now delivering my mattress and I would not be refunded. I had just spent an good chunk of change buying a very expensive mattress from mattress firm and told Kanes that I had cancelled this very same order just previously. The order was cancelled and I have YET TO RECEIVE A REFUND even though I have called a dozen times, been placed on hold over 20 minutes per call and spoken to several store managers. The incompetence and poor job performance of the customer service at this store is par- NONE. My mom used to work here so that's why I shopped here. She has told me that the customer service and managers have really dropped in quality since her departure a few years ago and she could not be more correct. If you want to save yourself the headache and money do...

Kanes Furniture. Where do I start? I decided to purchase a new bedroom set from you online in May. I was advised delivery by July, which got extended to August, September, and so forth until November. Six months after I paid in full, I finally received my furniture. That is not the horrible experience of my purchase from Kanes. Their customer service is horrendous. If you make a purchase online, you cannot call their customer service line to deal with said purchase. You have to work with the local retail store, as they are in charge of servicing your purchase even though you didn’t buy it from them and do not have a salesperson. And because you didn’t buy from them and a salesperson is not getting credit for it, there is minimal desire to help you when an online purchase needs servicing. Each time my furniture was delayed (at least three times in my case), you have to call around to find out the status proactively. No one calls you to let you know you know there is another month-long delay. For four months, I had to keep calling the store to get an update. They told me Michele from the Casselberry, FL store was in charge of my purchase and that she would contact me to update me on my purchase, which was significantly delayed. She only called me once. The last time I tried to call her after she promised me she would yet again call me and failed to do so, she told me she didn’t have time to deal with me as she had a customer and hung up the phone on me. She literally hung up the phone on me. I called the customer service line several times, and the corporate office and left several messages. No one has called me back yet. No one. As an internet customer, the store won’t work with me, and the customer service line won’t either. The delivery day finally comes. They let me know via a text that it will arrive in a three-hour window. With that information, I adjust my calendar accordingly so we can be here to receive our furniture. The driver starts to message me that they are on their way 2 hours before the delivery window begins. I kindly tell the driver we did not plan for that, and I cannot do that time. After several calls from the driver and his supervisor to get me to “be there” to accept shipping, they drop my furniture uncovered on my porch as it starts to rain two hours before my delivery window. Seriously. This is furniture, not a pizza delivery! Needless to say, I am utterly disappointed in Kane’s for their lack of customer service and lack of logistics management. The furniture and its quality are definitely not worth the horrible service. I do not recommend Kanes...

This shopping trip started out great, we found all the things that we wanted, and then some. We went in just looking for a dining room set and came out with a new bedroom set as well. We were scheduled to have all of our furniture to be delivered on Tuesday May 8th. So, I took off of work so that I could be there for the delivery. Once they arrived, the driver informed me that the hutch piece that belonged with my bar was on back order and they would have to bring it out to me when it comes in. I get frustrated because it's already stressful to take the time off of work to stay home because I work a full time job, now I was going to have to miss more work to stay home for the Hutch, when if someone would have just told me it wouldn't be on the truck I would have rescheduled the entire delivery. Anyway, everything else gets built and it looks great. The end of delivery call comes and the driver calls the customer service and they tell me that the hutch had just come in that day and they set up an appointment for the following Tuesday the 15th to have it delivered, I say goodbye and they are on their way. Just 2 or 3 hours later I receive a call from Kanes, letting me know that my DAMAGED hutch was being replaced and should be in stock on the 17th. Well at this point I am very upset because now I am being told different things from different people, which are contradictory and puts my schedule even more out of whack. I called my Casselberry Store and asked to speak to a manager and was informed that the drivers know that the furniture is damaged before it is put on the truck and that they usually load the truck two days before delivery, but if something is damaged they don't let the store know until the morning of delivery. If that's really the case, tell me how that makes sense. Tell me why someone couldn't have picked up the phone 2 days before my delivery to tell me that something was damaged so that I could reschedule but instead waiting until you show up on the day of without it and tell me it is on backorder when really it was damaged. That is very poor customer service. Not to mention after all this, the Hutch doesn't get delivered until Tuesday 5/22, and I get a call at NINE the night before to tell me when they will be there. Very poor customer service, and this isn't the first time that I have had to deal with this. I should have known from my first experience to just not go back, and if I could give no stars I would. I will not be returning to Kane's in the future, and this was a very disappointing experience after I spent over $4,000...