Curly's Furniture — Local services in DeKalb Township

I will NEVER buy here again. I would also STRONGLY DISCOURAGE anyone from purchasing here either. I have been given the run around for the past month plus about a refund for an item that was discontinued a month before I ever even received my furniture order. Jerry the manager and his staff are extremely unprofessional and apparently have issues being truthful to their customers. I was told by Jerry multiple times he was processing my refund only to find out the next time I talked to him that he had not done anything to get my refund processed and back on my card. I spoke with him the other day and he tells me his GM is in the building and will be personally processing my refund right then and there. He tells me that I should see the money back on my card by the end of the day it was around 10 am when we spoke. I look at my account around 5 pm that same day to see if the refund had gone through and surprise surprise it had not. 7 hours after Jerry had promised me that my refund was being processed right then and there by the GM of the store, it still was not in my account. I call the store and Jerry is gone for the day so nothing can be done. I call back the next day because my refund is still not in my account and I am told Jerry is busy and can't talk to me. I am told the GM Blake will be in the building later that day around 4 pm if I want to call back then to speak with him. When I request contact information for Blake the girl on the phone tells me she can't give me any information I will just have to call the dekalb location back later when he's there. I call back at 4 and I am told Blake is running late and will be in at 5:30. The store closes at 6 pm. I once again request Blake's direct contact information and I am told no again. I call back at 5:30 only to be told Blake isn't coming in today at all. It has been OVER MONTH AND A HALF for them to process a refund back onto my card that should of taken 2 minutes. I am now contesting all the charges with my bank because Jerry, Blake, and their staff seem to struggle with basic customer service, communication skills, and how to process requests in a timely manner. I feel that they are scam artists and that this seems to be common practices amongst them. I also was screwed out of $145 dollars extra I paid for the delivery people to bring in my new sectional and couch and to remove my old couches. The delivery people refused the day of my delivery saying I only paid for delivery of the new furniture even though I had the receipt to prove I paid for removal as well. I will NEVER shop here again and I will make sure my family and friends avoid this place like the plague. I am disappointed, disgusted, and angry by the customer service or lack there of that Jerry, Blake, and their staff have given me. I was hoping to find a local furniture store that I could use for life. All I have found here at Curly's is a headache and a bunch of con artists. If I could give this place a 0 star review I would. Buyer beware and avoid at all costs!! Shop here if you want to be jerked around and not receive what you paid for or see money back that...

We chose curlys after hearing amazing things from friends and the community about them. Turns out they have absolutely ridiculous customer service. The people are wonderful and extremely friendly, BUT they as a company are completely unwilling to right their own wrongs. We ordered 2 couches and an entertainment center from them, the couches arrived on time without issue, they even came with throw pillows that we weren't expecting. The entertainment center was back ordered and we had to wait a week longer than we were orginally told, so in the mean time they gave us the floor model TV stand to hold us over, again very nice of them. When the entertainment center did finally come in, they were 30 minutes late on the delivery time and the guys set it up so fast that I wasn't even given a chance to look it over before they told me to sign the receipt so they could leave. I checked it later after putting my toddler to bed only to find it was absolutely trashed. Every single piece had at least 1 chip, the backing was not fully attached, hardware was missing, wood was splintered and actually cut my finger, staples were sticking out, it had glue and black paint all over the place. It was completely unacceptable for a brand new piece. I called and left a voicemail that night after hours telling them about the issues and asked someone to call me first thing in the morning. No one called, so we went into the store to see what could be done. The manager said he inspected the items himself before they were put on the truck to be delivered and they all looked fine, meaning something must have happened during delivery, which may have been true for a few of the issues I found. They said they could order us a new one, we could exchange it for store credit for an upgrade, or return it less a 25% restocking fee that we were NEVER made aware of. We were afraid to exchange if for the same item because how would we know that one wouldn't be garbage too? My husband called the owner to see what could be done about the situation, and he was arrogant right from the beginning. Completely unwilling to help remedy the situation beyond what his manager had already offered us, and rude the entire phone call. He even said "Sometimes there is nothing we can do to make you guys happy". We didn't want to pay the 25% and lose all that money, so we decided to upgrade and were given a written receipt with the cost of our new entertainment center that should available in 20 days. Everything seemed to have worked out. BUT I just got a phone call stating they quoted us the wrong price and we would have to pay an additional $156 on top of our new written receipt price, which is outrageous. If we decide to cancel the order they are still unwilling to wave the 25% restocking fee. We called the better business bureau and found we are not the only people complaining about them. We are filing a complaint with the BBB in hopes of resolving the situation. After everything we have gone through they are only after our money and are completely unwilling to help remedy a situation that they themselves caused by trashing...

What an absolute joke.

Where shall I begin?

We placed a large order for furniture on 6-10-20, a grand total of $3639.15. Note that this included the “5 year curly protection plan”.

From that day on, this place has been full of excuses and an absolute disaster. We were patient, we were kind, we were understanding.

We did not receive the first part of our furniture order till the end of August 2020, and the second half at the end of September 2020. We even had to change the second couch we purchased as the delay would have been even longer, so we picked something else that was available.

Our first delivery we received a damaged chair, which we returned on the second delivery, and waited months for a refund check to be sent. That was a struggle in itself.

Fast forward to more recent times, less than a year later, and our couches are in horrible shape and damaged.

First repair was no issue at all, I emailed and gave Jay the couch info/pics (5-24-21), couch was picked up after material was in, received a call when it was done, and it was brought back. Nice and easy. Provided some cushion covers for our other couch which had tons of piling. Cool. Then same couch that was repaired ripped in the same exact spot less than a week later. Not to mention our other couch which had similar damage on a back attached cushion on the interior portion.

Spoke with Jay who said he would put the orders in for materials for repair. Fast forward months later, no response no calls, NADA. Sent Jay and Jerry three emails total (dated 8-10-21, 8-18-21, 8-25-21), no response. Called and left a message at the store earlier this week, no response. Finally called today 9-1-21 and spoke with Molly, received a call back the same afternoon from Will, who now advised our repairs are not covered.

What kind of joke is this? Supposedly the Ashley manufacturer deemed our couch damage as “pet related” and not covered, therefore Curly’s was not reimbursed for the first repair. Per Will, no pets were ever mentioned to Ashley’s, and now any further repairs would be out of pocket on our end.

WHAT A JOKE.

What is the point of the five year warranty? Never once was “pet damage” in question.

And the reason for no response from either associate Jay or “Vice President” Jerry? None. Per Will, supposedly I was already informed and aware of this update. What? When?

I will be using every single outlet possible to voice my experience with this company. Facebook, Instagram, Google, BBB. Wherever I can post, I will.

My husband and I are two hard working people who invested our money and trust in this company and their products. Now we are left with damaged couches of poor quality, which we paid over $2,000 for, and we have to try and pay for repair or find money to purchase new furniture.

Avoid this place at all costs.

Pictured is the original damage to our couch, which you can see is clearly at the seam, the damage deemed as “pet related”. Also note this couch was rarely even used. Also pictured is our...