Eller & Owens Furniture and Mattress — Local services in Cleveland

I purchased 2 custom Flex Steel sofas and 1 Alex Vale chair with an end table and coffee table as well. Everyone in the store was very pleasant and helpful. Placing the order was easy and a very good experience. Julie and Vince gave us great design tips. Unfortunately, from the delivery process on it was a nightmare. The sofas came wrapped in plastic which was fine except that when they ripped the plastic off, it left giant staples broken and sticking out from under the sofas. I have pets that crawl under the furniture and could be hurt by them so my husband and I had to hammer in some of the staples and pull out the broken ones that could hurt our pets. One of the sofas only had half of the nailhead trim on it and it had the front legs on the back of the sofa and the back legs on the front of the sofa. It also had nails sticking straight out from the arm of the chair where we did have the nailhead trim. It looked like the nailhead had been broken off and the nails left sticking out. (I discovered this after being poked by them.) Also the support leg in the center of each couch was longer than the legs of the couch so that the sofa rocked and was unstable. My husband switched the legs to where they belonged and we contacted the store to let them know about all of this. Everyone apologized profusely and told me this never happens etc. Then we had to go to the "Warranty" department about the sofa with the half finished nailhead trim, the nails in the arm, and the support legs. I had to send photos of all of the above mentioned items to prove that my sofa's came in that way. Which I do get but I felt like someone from the local store should have come out and done that. I had to expend a lot of time and effort to document everything for them. (Also, just know that when you leave the store where you purchased the item they can't help you and it is all through "warranty" after that and "warranty" is not in the town in which you purchased your furniture.)Eller and Owen wanted to pick up the sofa that was not finished and take it back. Well we ordered 2 sofas for a reason. One sofa does not work for my family and the guests that visit us regularly. After discussing this with Warranty, and a few days of debate they left the sofa and finally ordered a new one. We received the first 2 sofas in 4 weeks which was amazing turnaround.( This maybe why one was not complete.) Anyway, it took around 7-8 weeks to get the replacement. We received our Alex Vale custom chair during this time. Well it too had 2 "feet" missing from the ring that makes the chair swivel. Without all of the feet the chair rocks and is unstable. Again, a lot of apologies and they came back with a new ring with all of its feet a few days later. It took 3 trips to get the support legs the right length. They were also measured on one of the trips and they still came in the wrong length. Lastly, the day that I was supposed to get the right support legs, I was here all day waiting for them and they did not show. I called the store and was told the delivery crew were all ill and there were no deliveries being made until they were well. Well, no one called to tell me that and I sat here all day waiting for nothing and had to wait until the following week to get the legs and waste another day waiting. After all of this, I asked my store contact and the Warranty department to please have someone in management call me to discuss my experience. Both people said they would have someone call me. It has been over a week and still no one has called. I also sent an email asking for someone to call me so we could talk and got no response from that either. I have not asked for anything from them other than to have my furniture complete and in working order. I was never rude or ugly about all of this and this is the way I was treated. I really wanted to discuss this with someone in management or the owner. I think they need to know about how this experience was for me. I would think twice before...

In August of 2019 we purchased a couch manufactured by Mayo. A Flexsteel recliner as well as a couple more chairs. In early 2021 a spring popped through the fabric liner cover on the bottom of the couch. It was several months before I attempted to make a claim. We purchased the warranty highly recommended by our salesperson. This warranty is through Guardsman/Gold Complete Plus and is good for 5 years. It was not cheap. It tacked another $349.00 on to our purchase price. When I called they wanted me to send pictures to process the claim. I’m not very tech savvy and didn’t know how to do that. Had planned on having my Husband help me to do this. He was diagnosed with cancer around that time and we never sent the pics. Other priorities of course. Now over a year and a half has passed by. We are now trying to handle this. My Husband’s recliner now has a problem. One of the mechanisms is completely broken underneath and when moving the chair to see what was wrong; it has completely scratched up our hardwood floor underneath. We pulled all of our original paperwork. In reading, both the couch and the recliner have a manufacturers warranty. My question, why did we need the pricy Guardsman warranty? We went down to our local showroom. Explained what was going on to an associate. She gave us a phone number for someone out of state who handles their warranty claims. My Husband contacted her. She is contacting both manufacturers to see what can be done. She did tell my Husband there would probably be a service call fee on the recliner that we would have to pay or we may have to bring it in. Then there’s all the damage to the floor. She made no comment on that. Guess that’s on us. We are waiting to hear back on what will be done. While she was helpful, I’m not sure how this is going to go. With two warranties total, I would think they would send someone out to take a look at no charge to us. Then of course, make the repairs. The Sales Representative told us when we asked if the warranty was a good one, yes, if you have a problem, call. They will replace it. That’s not how it works at all. It’s just my Husband and I. We don’t have kids at home anymore. Our furniture still looks new. The quality has not been there. Their showroom is lovely, our experience purchasing was good. After that, in hindsight, not so much. I’m inclined to do our future purchases with another local furniture store we’ve used before. They, themselves stand behind what they sell. That...

My wife purchased a Mayo Couch in a supposedly Top Grain Buffalo leather in a burgundy color for me for Christmas. We paid $3000 "On Sale" for the couch. On the Friday before Christmas the couch was delivered and was a bright RED not burgundy. I called Saturdayl and let them know that I was not pleased with the color and was told that they had no return policy for custom ordered colors and that is was on the fine print on the back of the sales reciept.. I was not happy with this and called to discuss with the manager who offered a 30% restocking fee if we purchased another couch from them. I went into the store and the swatch my wife had looked at was burgandy not bright red and it had a pencil mark on the Grade marked thru from Grade B to Grade C. I became suspicious and called Corporate and talked to a member of the family a Mrs. Utt, a daughter of the owner as I understand. I questioned the Grade and color issue with her and asked for a certification of the quality of the leather. She called me back and told me that the leather came from a producer in Texas and that it was Top Grain leather but no certification was available but she had discussed it with the owner of the producer and it was first quality leather. Upon investigation the leather producer is located in Brazil and Italy with distribution location in Texas. So the owner was not in Texas as I was assured. The Mayo factory is located in North Carolina and the workmanship appeared ok but we never even sat on the couch until we decided to return or not. I embarrased my wife at the store on our second visit and allowed her to decide if she wanted to get a another fabric couch from them but it was going to cost us. She settled on a fabric couch off the showroom floor on sale for $1461 plus tax but it ended up costing us $2000. By the way it was a cash deal. So if you are in the market for a new product in the Cleveland Tennessee store I would only say that BUYER BEWARE!!!! Their restocking fee is double what other furniture retailers charge and the sales lady that I met might want to consider a career change. By the way I couldnt give them Zero Stars because it...