Massey's Furniture Barn — Local services in City of Watertown

On September 6th I purchased two recliners, a love seat and a set of tables from Massey's. I was told, due to covid-19 that production was slow and we would not get our furniture until October 15th. Understanding that, we decided to purchase anyway. On October 15th, I called to see what the scheduled drop off time would be as I hadn't heard anything from them. The sales person who answered the phone didn't know anything. They couldn't give me any details or any resolution. They said they would get in touch with me once they knew. I had already made my first payment at this point. I waited a week, heard nothing and called again. Same answer. 3 weeks go by and I have called every week and have received the same answer. 5 times I have called and I am getting no answers. I paid my second payment during this time. This last phone call, they left me on hold for 7 min and told me she couldn't find anything on the Ashley website about my furniture purchase and would have the salesman call me back as soon as he was finished with the customer he was with. I received no phone call.

I understood why the delay in manufacturing with everything going on..and was patient about the month and a half lead time to receive the furniture. When that came and went, I was thinking maybe it was a little behind due to shipping. What I'm NOT patient with is the fact that I have now paid 3 PAYMENTS on furniture that I have not received and that this business does not have the decency to follow up or keep their customers informed on what is going on with their purchase. While a delay in manufacturing and shipping is understandable, a simple phone call to follow up and relay that to your customer is good customer service. When a customer calls repeatedly and is given ZERO explanation on why they are not receiving the product they paid for, that is BAD customer service! I understand they can't control what is happening on the manufacturing end, but as the seller, Masseys has a RESPONSIBILITY to their customers to keep them informed and to develop a resolution. There has been NOTHING!! At this point we dont even know if we even have furniture coming, since they couldn't find it on the website! If they dont come up with a solution in the next few days, I will be taking my complaint to the Better Business Bureau and the Attorney...

I have been to Masseys a total of 3 times. The first time I went they got over on the price with me regarding a king bed but I chalked it up to my lack of research. The second time I went to purchase a mattress after calling about the online price. They tried to charge me $200 more but receded when I showed them their own online pricing. These shopping trips took place in 2021. I recently went today for a dresser to add to my room that matched my bed and the salesman first misspoke regarding the price stating it would be $99 cheaper without the mirror but when I went to purchase it was priced at $529. He then gave the military discount from $529 bringing it to $476. The issue here is the website states that the price of the dresser is $476. So the military discount should have been applied to the $476 like they did when I purchased the mattress last time and needed to correct the price. We purchased it because he claimed they simply do not do this and went to our truck to which I found that they are up pricing their items than what Ashley furniture actually sells it for. 5 minutes later I went to return it and Carl was getting red and being very rude whilst the return process was happening. He left the store and sped away claiming he paid for the shipping from the warehouse even though we did not even leave the store yet and the item was supposedly on hand.

Needless to say, if you want a deal, go straight to Ashley and skip Massey's trying to change their policy's each shopping trip. I enjoy supporting local businesses every where I go but not when the difference in cost for the same item from the manufacturer would have costed me $125 more. I hope they can correct this as I am seeing now with multiple items their "compare" prices are not...

I’m still dealing with customer service since we bought our end tables for our living room. This will be our 3rd time getting a reshipment and it takes weeks for them to even get the process started. I was told over a week ago that they would call me back and nothing. The last shipment they gave us uneven side tables and the wood on top was broken off on the corner and wood glued back on! On This current set one finally came back completely sturdy and NOT broken, but my big side table is worse than the last one I took back. I have been dealing with this since July when we moved here and I’m so ready to get the quality they promised. The customer service has been nothing, but horrible and slow. No one ever calls back! And they say it will take about a week to get your furniture and it took a month for our last set that was worse than the first. The delivery people are nice and understanding. They even agreed with how awful and uneven our tables are. The leg has a two inch difference in height on one of them. I usually don’t write bad reviews, but because of the lack of quality customer service I feel I have been extremely nice and patient with them and they are taking advantage and I’m clearly NOT their priority. update I called back and asked about a follow up and the lady in the back office said they are going to check it before they ship it this time. It has been ordered they just don’t call. I have to call. Just an FYI I have NOT received a shipment date and I feel like they should double check furniture before they send it out the first time. How can you guarantee quality if you don’t do a quality check? I’ll update again for...