House of Denmark - Modern Home & Office Furniture — Local services in Creve Coeur

This has to be the worst experience in purchasing any type of Furniture! We spent almost 14k on Office Furniture with House of Denmark. As a Company, we decided to spend a little extra money on buying quality Furniture. What a mistake that was! The Furniture was delivered the week before Covid shut down the State. After week of having the Furniture, we noticed that one of the L Shape Desks was falling apart. The clasp that holds the desk together was broken. That same week we noticed that one of the Credenza’s Drawers was coming apart as well. Two of the three Credenza’s do not lock. House of Denmark was closed for two and half months during the shutdown. During that time, we noticed the desk were starting to show scratches on the top surfaces. When talking to the Salesperson, we asked if the Furniture would easily scratch. The Salesperson guaranteed with the proper cleaning and maintaining the furniture would not scratch. The Sales Person said to use a Microfiber Cloth and a good Glass Cleaner. Not to use paper towels of any sort. The finish is horrible. Using a Microfiber Cloth scratches the surface. All seven pieces of furniture have scratches from cleaning and it’s not from setting anything on them. We have never used paper towels to clean the furniture. The Conference Table we ended up putting a Glass Top on it to prevent any scratches The week that House of Denmark reopened, we contacted them to have someone come out a take a look at the Furniture. Two weeks later two Gentleman showed up. The First Gentleman explained that the first desk should've never came apart and it was our fault. We showed him the Credenza that was part of that office and the drawer that was broken. Once again, this Gentleman told us that we had broken the drawer. The Gentleman basically called us Liar’s. The conversation got a little heated at that point. Finally, the second Gentleman admitted to installing a broken clasp at the time of delivery. Not sure why these two Gentleman would think that we would dismantle a drawer on the Credenza when it was falling apart on the backside. When we showed him the second Desk and that the L Shape part was falling apart, it also had a broken clasp. We then showed them the scratches and did a demonstration of how we cleaned the desk. I showed them how the Microfiber Cloth was scratching the desk and that there was obviously something wrong with the finish. The first Gentleman told us there was nothing he could do about it and that’s the way the Furniture was made. Pretty much told us to go pound sand!! We didn’t get around to showing him the rest of the damage furniture. We asked the Gentleman to leave and have their Manager contact us asap. When House of Denmark originally delivered all the furniture, one of the Credenza’s had been dropped and had to be taken it back to the Store. House of Denmark then returned with another Credenza’s that was off their showroom floor. We were not there when that piece was delivered. That unit also had damage on the top surface. I’ve had called, I have left messages, and even sent emails to Chad with no response. I finally turned in a dispute with my Credit Card Company. After 60 days, Liz from House of Denmark called me to find out why House of Denmark was getting a charge back. I explained everything to Liz. Liz asked me why we don’t just return the furniture? Finally, I felt like I was getting somewhere. At this point, that’s all I wanted to do was to return the furniture. I told Liz.to pick up the furniture and that we would have to look for new desk. When I followed up thru an email to Liz asking when House of Denmark, Liz stated that I needed to talk to Chad. Chad, the Manager that never returns emails or phone calls. Liz then sent an email to me and copied Chad In on the email about picking up the furniture. Chad was fast to respond to that email. Chad’s reply was that House of Denmark is not going take the Furniture back after Liz had already agreed to do so. CUSTOMER SERVICE...

We purchased 12 pieces of furniture in April, you can only imagine the total cost. In one case they ordered the wrong component for a 96 inch teak wall unit, In another case they demolished one of the units while it was still on the delivery truck. It is now Aug 21 and we still don't have the two missing pieces. Worse yet they have never once called with an update or status report. They only time we hear the latest excuse is when we call them and ask.

On Aug 21, I went to the store. Was greeted with a smile and the question, "How can I help you?" My response was, "You can help me feel less frustrated and tell me why I'm still waiting for my furniture?" Without hesitation she replied, "The factory was down because of a typhoon and just reopened, everyone is waiting." I told her that didn't make sense. her response was then, "let's start at the beginning, what is your name and what did you order?" I told her my name, she searched the computer and could not find any record of me. That did not surprise me, my name has been misspelled in their system since day one. Every time I talk to them I give them the correct spelling.

It's now Sept 4th. Still no furniture. They told us when they demolished one piece that the replacement would not be held at the factory until their preferred minimum shipping order was accumulated. They told us that they would pay the extra Fed Ex delivery charge since it was their staff that demolished the furniture. They would do everything possible to speed the delivery of the replacement . They have not done that.

I did get a call saying that the 60" piece had arrived, well part of it had arrived. The cabinet is here, but no shelves. At that time I asked about the second corner unit, the one they demolished. Did it arrive also? Their response was "what are you talking about?" I explained. They said they would have to investigate. Their return call told me that they had forgotten about the second piece. I was told they filed an insurance claim, and apparently I got lost between the House of Denmark and the insurance company. But no worry they had one in the warehouse I could use until mine arrived. I asked why not just deliver the one in the warehouse? Unless that was the demolished one that they put back together. When I asked if the loaner was new, they told me they would sell it to me at 20% off. When I said no to the offer, the sales associate said, "I told them you wouldn't accept."

I have never been a price buyer. Throughout this entire mess I have never asked for any financial adjustment.

Fed Ex was to have taken 7 days. Today I called and asked what progress had been made. I was told they have no idea where the order is, they don't even have a tracking number. I'm told that they will call as soon as they learn where in the world the corner unit is. As far as the missing shelves for the 60" unit, well they have no idea where those are either. I just hope they remembered to order them in the first place.

Am I the only one having...

My wife and I stopped here shopping for a recliner in March. When we walked into the store, a male salesperson was sitting talking to another customer couple. The salesperson's eyes met mine. My wife and I walked the showroom floor testing a few recliners. We walked around for about 30 minutes reviewing prices, sitting in recliners and discussing differences. During that time, no one came to assist us. I spotted the male salesperson again, this time, walking from an elevator with the same couple. Our eyes met again , but still no greeting from him. The couple left the store. As my wife and I were now at the front of the store discussing recliners we had tested, the male salesperson returned to the customer service station. We now had been in the store for about 45 minutes without any recognition and at this point, the only customers that were in the store . We were about to exit, when a young female salesperson spoke out and asked, "are you guys alright?" I replied, "well first, thank you for even recognizing us." When I made that statement, the male salesman came from behind the sales counter in an appearance to assist us. My wife continued to share pleasitries with the female salesperson. I could tell the male salesperson wasn't really interested in assisting us. He never greeted us in the first place and as far as that matters, neither did the female salesperson. I never saw her until after we were about to leave the store. Although my wife and I made a few steps around the store with the male salesperson, we had made up our mind to leave as we had already been around the entire store on our own. I don't know if it has anything to do with our poor customer service, but we are African Americans and the other couple who received pretty good service were Caucasian. One star for the female salesperson who finally decided to recognize us as customers after nearly an hour of browsing and the only ones left...