Grand Furniture — Local services in Chesapeake

This review is long but please take the time to ready it The customer service here is TERRIBLE. This place is nothing but money hungry and I will NEVER purchase a piece of furniture from them again. & I suggest you don’t either! They will charge you for stuff you do not owe and try to ruin your credit. I got a loan with Grand Furniture after picking a couch out around the end of 2023. I moved into my apt January 2024 and we received the couch around January 5. We picked it up (there was supposed to be 3 pieces to it. A right chase, left chase and center) well upon arrival we noticed they ordered two left sides and a center. So we took the right and center piece home and they said they would have to order the left side. 2 mnths later and I have called several times and still have not received the other piece to my couch that I am being charged for. I complained that I should not be paying for a couch that I do not have because of their mistake!! At this point I’m over it, I tell them to remove this couch and I will pick out another one that is in stock that I can put in my home with all pieces. So I do so and they change my loan amount from $100 a month to $70 a month since the couch I picked out was cheaper. I receive that couch and make my payments EVERY SINGLE MONTH. I have statements and confirmation emails to prove it. MIND YOU, YOU CAN MAKE PAYMENTS ON YOUR ACCT ON THEIR WEBSITE BUT THE WEBSITE DOES NOT SHOW YOU ANY LOG OF PAST PAYMENTS AND THEY WILL NOT SEND IT TO YOU. Well April they call me non stop and try to send me letters stating that I’m past due. I call them several times, no one takes the time to be considerate and look over it and is plain out rude so I demand to speak to a manager. I do and she said it was a mistake when they changed your loan amount and that they would remove it. So they did. Months and months go by. I pay every single month. November 2024 rolls around, I made my payment for November on 10/31/24 and so it’s taken care of. Well I get a call at the end of November and this lady calls me and says “you have a past due balance of $215. when will you be making the payment?” also, when you go to make a payment online, it shows you the amount owed and it has not said past due at all I told the lady I made my payments every month and that is impossible!! I asked her to tell me why I owe it and she was RUDE and didn’t care and said “oh you didn’t make a payment in August i think” I said “okay so if I missed a payment in August why are you just now saying something?” (I know I didn’t because I have my statements on it. I just wanted to prove my point. They would be calling me nonstop if I missed a payment from 4 months ago) to this day, January 18, 2025 they are still calling my phone and saying “you have a past due when will you make the payment?” I am livid at this point. Then after 5 ladies calling me trying to collect payment that I’m not paying them because I don’t owe it, 3 of them say “I’ll send it to data analysis and they will look over it” & of course NOBODY CALLS BACK EXCEPT TO TRY AND COLLECT THE MONEY I DONT OWE. I went to the store January 16 because I couldn’t take this anymore and I asked the lady to pull my log up & I asked for my payment history on my acct. she was the only lady i have spoken to that took time to look over everything and she even admitted to me that I’ve made every payment and the past due on my acct is their mistake and she said her manager will have to fix it. So I’m waiting currently on that, and while I’m waiting I rcvd a call from a RUDE lady. She calls and says “hi you have a past due and I need to know when your making the payment” and I told her I went to the store and they are fixing it because I do not owe them money she said “ok and HUNG UP. The customer service is just flat out terrible!!! Do not oan with them because they will send you to collections for amounts you do not owe. They will ruin you credit and all they are is money hungry. The girls who call you to collect payments are RUDE and they do not care about your...

The Buying process was nice and easy. The sales people, the furniture in the store, the sales, everything about that part was great. But as soon as we signed our contract, that’s when all the problems started. We choose pickup because it was cheaper. 2 days before our pickup day we get a phone call that something happened with their delivery and one of our recliners would not be there for pickup, okay not that big of a deal. But we confirmed the pickup the other 2 pieces. Then we go to pick up our furniture, nothing was organized about this process, when you arrive to the warehouse there’s no clear instructions on where to go, once we finally figure that out, it took them forever to find our furniture, even though we had confirmed this 2 days ago. We get the furniture home and go to unload it the couch has been rewrapped and is missing pieces and is broken on the bottom, at this point it is too late to call. We call the next morning and get the run around, finally we get in touch with a manager who says there is another couch available for pick up next week or delivery in 2 weeks. So we once again go out to the warehouse to pick it up, we get there and we are told we cannot pick up our couch because we don’t have the broken one. Now I do understand that we weren’t going to keep the broken couch, and I wouldn’t want to. But this was never told to us. During the phone calls it was perceived as the broken couch would be picked up, it is heavy and we didn’t have help for getting it out of the house. We then call again, requesting only to speak to a manager, mind you this is 3pm, all mangers are somehow at lunch at the same time and we were told someone would give us a call back. This didn’t happen, we then had to call again. Where we were told we needed to file a claim to get our couch fixed, that was the only solution. She was not understanding that we received our couch broken, and that it looked like it had been rewrapped and not in its original packaging. We then request to speak with someone else, who finally understands and gets us scheduled for delivery of the actual couch. But this wouldn’t happen for 2 weeks.

When we had it delivered, which I know they contract out but they should still hold some accountability for who they work with, they gave us a time frame, and 5 minutes from the end they called us saying they were on their way. We waited all afternoon for them and then at the very end they reach out. The amount of time that was wasted on this furniture was not worth it.

So we have been paying on a couch for almost 4 weeks before we even got a couch that we could use. I personally do not think it needed to take 4 weeks, if we were given the correct information from the start we wouldn’t have had to wait longer, and I understand delivery schedules, but there’s no reason this should have taken so many calls and weeks to get corrected. To us it basically felt like they were saying, we already have your money, we are not in a rush or even sorry that...

Grand furniture is located next to 2 other furniture stores, Value City and Ashley furniture.After careful consideration, we opted to buy a sofa from Grand Furniture because the price was slightly less then the competition and the dimension of the sofa better suited our apartment. The sales representative was kind enough and things seem good. Naturally, we opted for Grand's 12 month interest free financing and were shocked to find out at the time of signing that the contract had many additional cost not discussed before. In fact, It is not interest free. There is a processing fee ($30) and a credit life insurance and property damage insurance which raised the total bill significantly. We almost walked out at this point ! Like I said, there is no prior disclaimer, so buyer be ware. I plainly refused to pay the extra charges. Why would a customer have to pay a "processing fees" to make a purchase ! Really!!?! What does that tell you about the ethics of the owner and of the store ?!!! And I have never heard of any kind of business demanding a homeowner's insurance policy statement to make a purchase ! Where do these people come from ? How is that good business practice ??? But this is not it. Added to that is a delivery charge, as if they hadn't nickle and dime you enough already. But that's not all. Not only there is a fee for paying your bill if you do it any other way then to physically go make your payment every month, but additionally, the COMPANY DOES NOT SEND STATEMENTS NOR MONTHLY BILLS ! That's right; unless you pay cash at the time of purchase, you will never be reminded to make a payment or informed on your balance, unless you physically go pay your bill monthly to the store. Worse, you will be assessed a late fee, even though you have not been provided with any other kind of paperwork the your original contract. What kind of business model is that ??? Only a sleazy scum bag owner would have such a business model. Even though I am not necessarily unhappy with my product, I am astounded by the business practice of such a store, wonder if their practice is even legal and will pay off my merchandise early just so that I never have to deal with such a low life business ethic store again. I really pity the sleaze ball...