Scott's Furniture — Local services in Cleveland

DO NOT BUY ANYTHING FROM THIS STORE AT ALL! I've posted pics of the work order and broken pieces below. To start we bought a couch and love seat set for almost $2,000. It was delivered to our house on 2/18/2022 and the love seat was defective the day it got there. We called on 2/25/2022 to tell them about it and they forgot about us and didn't repair anything for 6 months. While we waited for a response on the first issue for the love seat the frame on the love seat broke in half! They did eventually come out and take the half of the love seat that had broken and replaced that half with a new half. Which before they respond to this saying they went above and beyond for doing that just know they sold a defective love seat and were obligated to fix it by warranty contract and under the consumer protections act or face legal action. Then shortly after we received the love seat half back we started having major issues with the couch (the couch and love seat are two separate pieces of furniture). Two bolts snapped in half on one of the recliners on the couch. I called and told them about it and for 1 month Mike (the customer service manager) wouldn't do any repair of it until I sent him pictures of the bolts. When I did sent him the pictures of the bolts I didn't hear anything back from him for a weak and a half so I called. He told me he had forgotten and would sent someone on a Monday for a pickup. I asked him when the bolts got in and he said just that morning. They did get there and take the section of the couch that was defective (circled in white in the picture). We did receive that section back the next day and come to find out Mike had lied about getting the bolts in the morning on the previous day (oem bolts circled in white and after market bolts circled in red). They had simply went to the hardware store and got some bolts off the shelf which was fine but why lie about it in the first place. I also noticed that replacing the bolts didn't fix the issue on the section of the couch which was it being hard to close/open and it leaning back. I asked the delivery guys to look at it and they said it was the mechanism of the chair and they called Mike and told him about it. Mike told them to tell me that they can have someone out to fix it in 10 minutes. So I waited and a repair guy did show up but not to fix the mechanism but to fluff up a cushion on it and we both had to call Mike and tell him two more times that it was the mechanism and not the cushion because he doesn't listen. Mike tells me he'll get in touch with Ashley furniture (the maker of the set I bought) and see if they can do anything. I don't hear anything back from him for a week and a half again which is a huge problem because you shouldn't leave your customers in the dark. So I call him and he says he can't get ahold of anyone at Ashley furniture so he'll just go around them and order the mechanism. Another 3 weeks pass and I hear nothing from him so I called them on 8/2/2023 and asked to speak to the owner, I was on hold and when someone picked up the phone it was Mike. He told me to never call up there again, that I was a uncivilized person, and that I will never be able to speak to the store owner because I had to go though him. Obviously this lead to an argument because I was so mad I spent almost $2,000 on a furniture set that had been defective since the day it was delivered and then Mike had the audacity to speak to me in such a way. Mike even went as far as to tell me to "come on down here big boy" further instigating and trying to provoke a incident. I did go down there that day and started yelling and cussing because of this nightmare and the owner put her hands on me and tried to push me out of the store. As soon as they asked me to leave I left and I will never go back there. I filed a BBB complaint and they replied saying that I threatened them. No one ever threatened any of you thier and you know it but something you didn't know is every single phone call was recorded, every incident was recorded including the day I...

I was so happy when I found Scott’s until I did business with them. My husband and I went and bought an entire house worth of furniture from mattress, bedroom set, dining tables and sectional with ottoman. We dropped over $4500 that day. That was mid August. We were told we would wait no more than 8 weeks by their salesman Don. 8 weeks passed and nothing. Slowly piece by piece was delivered and it is now the beginning of November and we still have yet to get all our furniture! After calling to find out the delay multiple times we kept being told it would be longer and longer! Now we are being told we won’t have a couch until next year at the end of January!!! When we asked for a refund we were told there were none. When we expressed how we were never told about this no refund policy we were told it was listed on our receipt. How would we know there is no refunds when we aren’t told until after we give you our money!? This is a total scam! Now we are left waiting for another $1300 worth of furniture since August with no guarantee when it will arrive! SAVE YOURSELF THE HEADACHE AND DONT GO HERE! They will not live up to their word and give you endless excuses instead of trying to assist in making the he situation right. Horrible Customer service skills and bad business all around.

UPDATE!!!!: as of 11/20/20 we finally received our couch and ottoman. (Still missing two dining chairs) upon arrival, the delivery drivers informed me that my couch I’ve waited 3 months for are ripped in the back and they would have to replace it. After further inspection there is white stains on the couch itself under the cushions... don’t even want to know and the stitching has strings hanging all over the place. So now I have something to sit on but it’s definitely not what I paid for! When the new couch to replace this one will arrive, who knows!? Again, I have been disappointed by Scott’s Furniture. I wish I would have paid a little higher prices...it’s obvious it pays for better Cust service and quality.🤦‍♀️

Final update: finally received my two additional dining chairs arrived on Friday April 9th of 2021. The best part of their arrival was that it was the last time I’d ever have to deal with Scott’s Furniture. Also, the ripped couch we received from the start was never replaced. Instead they offered to fix it themselves but taking we waited months and months without a couch it seemed fruitless to give it back not being given a return time. Not to mention we have no trust for this company at all. We asked for a refund and they told us no refunds would be given but instead offered credit and again we would wait to receive our new couch. So we were forced to keep a damaged item that was way over priced and over delayed.

Overall, if you want to do yourself a favor don’t shop here! It’s a waste of time, a waste of money and they are thieves! The sales people don’t inform you of the store policies prior to buying then you’re...

COMPLETE LACK OF INTEGRITY. We ordered our furniture on 2/13/2021 which was delivered on 4/17/2021. Very comfortable and exactly what we wanted UNTIL 8/6/2021 when the springs under one end of the sofa broke. I called the store and explained the situation. Instead of apologies or shock, the response was simply "Oh, you'll have to talk to our customer service person and she doesn't come in til 11:00. Plus I don't know how many calls she has ahead of you so it may not be today when she calls you back." Excuse me, what? It was a Saturday so I get not coming in until later in the day but the not even 6 month old sofa, a substantial financial investment just snapped apart and you're not sure when if it warrants a same day call back?

Fortunately, I did receive a call back later that day but again no I'm so sorry that happened, oh no that's unfortunate, nothing. Instead it was "Let me check with our repair guy and see when somebody can come out and take a look. I'll call you back." TWO DAYS LATER when I had not heard anything, I called Scott's Furniture back and was told "oh yeah, um we might have somebody coming down that way Saturday and IF we do, they'll call you that day with a 2 hour window" and then she rushed off the phone. Another day goes by and I call again as we have lives, and jobs, and other commitments and are unable to spend days on end with might and maybe. Not to mention the fact that a defective product should warrant a special trip.

At this point, when given another answer of we might have someone in your area, I expressed how poor the customer service has been. We are unable to sit on our furniture and cannot get a definitive answer as to when it may be repaired or replaced. At least during this call, the CSR I had been dealing with handed our case off to someone else who at least expressed concern that the product we were sold was defective. However, after a brief wait and a call back we still are no closer to a repair and are still waiting on "might " and "maybe" . We do live about 45 miles from the store, which does fall within their delivery area but evidently not within the service area. It has become very apparent that Scott's furniture does not care about quality, customers, or integrity. Buyer beware.

*UPDATE: Shortly after this review was posted on 8/12, I received a call that our sofa would be picked up on 8/14 and returned on 8/18....