Indoor Furniture | Modern Home & Office — Local services in Columbia

I attempted to buy an X-Chair through this company for my wife. I would not normally spend this much money for an office chair, but since its for my wife she deserves and is worth it. We've made multiple calls about this chair, and the business wasn't communicating enough with updates, and expressed no accountability of the issues that came up. The chair was delivered to their old location and sent back to the manufacturer delaying the shipping. The shipping isn't the main issue for me, but the limited communications with the update of the product arrival, and lack of accountability stating the misdelivery is not their fault. We asked for a refund and were informed no refund or cancelation. Considering we have not received or taking the product in our possession. I admit when I called and the conversion got heated, because me, I hung up. I called back right away and eventually the guy hung up on me and I have yet to hear from the company. I have filed a complaint with the State of Maryland, and will continue to work on a resolution with my issues of this company. I do not recommend doing business with this company.

Response To Company Statement:

The response of the Company started with being positive, and then hints at dealing with me a customer isn't good by highlighting my wife was wonderful to deal with. A slight at me. That is ok. Then suggests I am providing incorrect statements. I've read all the negative reviews about this company in Google Review, and they seem to be consistent, and the company's response is consistent. Attack and disregard the customers. Calling them liers, "many incorrect statements". Lets tell the complete truth. The day my wife and I visited your company the Sales person, Eva, again provided great customer service. I informed her I found out about the chair online and were planning on buying it. I was going to order it online, but considered during this time of the pandemic to be generous and give business to the local community. I sincerely regret it. Now the manufacturer guarantees delivery in the United States within 2- 7 days. Eva stressed to me that Indoor Furniture can have by Wednesday and if not next week Wednesday. That was about 6 - 10 days. I didn't believe this, but gave this company a chance. My problem again isn't the delivery date. The lack of communication, and lastly how they treated my wife. Attempting to walk all over her with their bully policies. Taking my wife words of "Ok", to mean she is happy with their customer service. This company can change the narrative all they want to, but this is about bad customer service. They aren't even accountable. You know what a company is not by when everything is going well, but how do they treat you when things go wrong. My wife and I have not heard one apology for our concerns or issues. No taking accountability for the misdelivery. Everything is not my fault. In response to who paid for it. Yes my wife used her credit card, but that will be paid from my pay check. So in kind, both statements is true. The devil is in the details. Stop trying to change the narrative and be accountable. If every customer complaint is going to be dealt with by this Company, and an insensitivity to customer concerns are not cared for. How are you going to continue growing your business. Truthfully not my concern. I don't know how this is going to end and if my wife and I will get our satisfaction, but sadly this situation will make it harder for me to invest in future local business. I will at least make sure to be mindful of companies with their policies. This has been a terrible experience for me and my wife. Companies shouldn't be rewarded for bad...

I wish I would have read this other reviewer's thought first because they are spot-on: "This owner needs to learn that customer satisfaction and service are paramount. Being in business for 32 years means nothing if you cannot deliver quality products and service. Do yourself and your wallet a favor and shop somewhere else."

The furniture is lovely, but there is no accountability or customer service when things go wrong. I went to buy furniture for a new apartment out of state and was promised a quick ship item (~1 month delivery), no issues with delivery. The store owner would handle all the logistics.

The week the furniture was supposed to arrive, we had received no call to confirm details, so I called and was told the furniture was ready but the hardware was on backorder. We were given a new arrival estimate for more than a month later.

3+ months later after the order was placed: At least a dozen calls to the store, most of which were not returned when trying to get updates on delivery. NO proactive communication of delay at any point in this process. The owner claimed to have sent many emails that were not received, but they were not in spam/junk folders. Other later emails were received from the owner, so this did not appear to be a technical issue on our side. The owner asked the same questions about specifics of the delivery multiple times throughout the 3+ month time period including the week before final delivery: our contact phone number, shipping address, is a loading dock available? do we need a lift gate? etc. I also informed them that we would need delivery to the second floor, as this is an apartment. We have incurred rental furniture costs during the time period that the shipment was delayed. To their credit, the company offered a 10% discount off of the cost of the furniture and free shipping, but this discount has not been received. At the time of the final shipment, the logistics were put on me to figure out how to get 475 lbs. up a flight of stairs. This is because the store was not able to find a turn-key delivery service that matched the timeframe that I was able to be at the apartment to receive the delivery. Indoor Furniture was expecting us to pay for this shipping, which was not communicated at the time of purchase and which I refused to pay and had said so dating back to the early November timeframe.

We placed the order on Sep 4, 2020. It was finally received on Dec 14, 2020. We ended up having to carry all the boxes up to our 2nd-floor apartment ourselves. If a friendly neighbor had not been walking by or been as strong as they were, we may never have gotten the dresser up the stairs.

You can't blame COVID because this was ordered 7 months into the pandemic, and the store set expectations of ~1 month delivery. However, as the delays continued and shipping logistics became a nightmare, it was put on the customer.

Best case - this is unbelievably poor customer service AND order/shipment management and I do not recommend buying from this company. The worst customer...

If I could rate this store lower I will. My husband ordered home office furniture in February which was not delivered till July 4. I requested that installation workers wear booties due to my new wooden floors. The driver threw a tantrum and left. He left furniture outside and at the entry to the foyer. My husband spoke to an employee named “Eva” who gave all excuses. Eva stated that since we upset the installation, there’s nothing she can do. We had to move furniture into house, neither Eva nor others at the store reached out to us to reschedule delivery or offer solution. Terrible customer service and zero professionalism. Do not waste money at this store.

Edit: I am surprised by the blatant lies and distortion of facts by the owner (Eva).

No, you did not contact us during the lockdown to schedule delivery. NEITHER did We did decline delivery. There is no reason we would have been billed storage because we contacted you severally to schedule delivery, to which your business did not respond.

Yes, I expressed Covid 19 concerns after I requested installers wear protective shoes. I mentioned Covid concerns after the installers refused to wear protective shoe coverings. I have brand new hardwood floors. And I was further surprised that your installers had no protection in addition to declining to wearing protective covering over shoes!! However, what was untrue in my statement? Your installers were not rude? Your installers did not leave large oversized furniture outside after storming off without explanation? Or that you refused to install furniture though installation fees were paid?

Or a call was not placed to you and you blamed my husband and I for “making your installers angry”

I have recorded voicemail messages left for you since March that items were to have been delivered.

We were beyond patient inspite of your non response and we most certainly understand business closings due to covid 19. The main basis of this review points to the facts that the owner is rude, and lacks all business acumen.

Like I stated, your response exemplifies the low level of customer service and professionalism.

Buyers beware.

No one should in any way or manner be subject to unscrupulous business practices portrayed by indoor furniture.

Stay away and spend your money where your business is appreciated.

The response to my review did not provide any explanation other than tag my simple request for shoe covering to protect my new hardwood floors as a “give me what I want.” You most certainly accepted our payment and had no issue until we made a request.

We were beyond patient, neither of your installers responded to my request or provided a response. Both of them stormed off, after which we called you.

As stated, buyers spend your money (especially during this covid times) at a business that appreciates your hard earned monies and will go above and beyond to ensure complete customer...