5280 Furniture Direct — Local services in Denver

FRAUD - DO NOT SHOP HERE! I got my credit card bill that was over $3100 and called Gilbert to request an itemized invoice. It has been 3 weeks and they refuse to provide one to me, even after I sent seven emails requesting an itemized invoice and letting them know the police need a copy to investigate the fraudulent charge. When I called my credit card company, they told me there was a charge of almost $700 which I was unaware of and never authorized. I ordered two couches and the delivery drivers, which I paid $150 for, didn't even attempt to move it up the stairs, they looked up at my apartment and said the couches would not fit without even trying. I told them everyone in my apartment complex has a couch and I've lived here before and there were no issues with moving any furniture. Gilbert claims he has a video of them attempting to move the couches and said he would send it to me, but he never did. The apartment managers watched the delivery guys just stand there and do nothing, I believe Gilbert is lying about having a video as they never attempted to move the couch. Additionally, I went to AFW and bought the same couches (at a lower cost for items and delivery) and the delivery drivers got the couches into my apartment with no issues. Gilbert told me he is charging me an 18% restock fee because the couches were returned. I told him the delivery drivers didn't even try and Gilbert told me it's my fault because I ordered oversized couches (they were shrink wrapped and definitely not oversized). Holly, co-owner, texted me and said she sees a bunch of items ordered but they have no itemized invoice because they do all their financing through a third party vendor, which doesn't make since since she told me she was looking at the items ordered. Both Holly and Gilbert continue to lie to me and make a simple, fixable situation an unnecessary dramatic scheme. This is a huge red flag and it seems to me like they are trying to cover up the fraud committed against my line of credit. When talking to Holly today over the phone she again started telling me things that were not true and she hung up on me (see email I sent to Holly regarding her hanging up on me and their consistent avoidance of any communication with me). This is the kind of customer service to expect from them. I had to return the first mattress I ordered because the delivery guys bent it at a 90 degree angle after I told them to take it down the hallway, resulting in it caving in the middle where they bent it. I have talked to the police and reported this situation to my credit card, the BBB, and the Colorado Attorney General's Consumer Protection division. I, unfortunately, will likely have to take them to court as they continue to lie and refuse to provide documentation of their charges to my line of credit when the only paperwork I signed at their business was the credit application. If they made fraudulent charges but fixed the situation, I'd be cool, but they continue to blame me and won't work with me. Please, please, please do not support this business, I would hate for them to do this to...

I purchased a Coaster bedroom set from Mark at Home Stars last Sunday (9/9). I took the pieces home and unpacked them the next day and right away I noticed that there was damage on a corner of the dresser and one of the night stands. The nightstand had a crack in the wood on that corner and the dresser had a separate issue of a defective slide on one of the drawers. The damage obviously had nothing to do with the quality of the furniture, just something that happened either coming from the manufacturer or at the warehouse.

I came here to read some reviews to see how their customer service was and I was pretty discouraged by a lot of these 0/3 reviews. The next day (9/11) I called Mark and told him my concerns. He told me to take some pictures of the damages and email them to him. I was also concerned on how I was going to get the damaged furniture back to Home Stars, but the next morning (9/12) I received a call from the Home Stars delivery driver to setup a time for the exchange. They were able to deliver it the very next day. So on Thursday (9/13) they delivered the new dresser and nightstand, took the old ones, and I was able to inspect the pieces before they brought it in for me all at no charge.

I know this is what we would all expect in this situation, but like I said, after reading some of these reviews I was getting very discouraged and I was fearing this purchase was going to turn into a big problem. Because of these reviews I even scoured the internet for a couple hours trying to find better deals on the same pieces I got, but I could not. In fact, I couldn't find anything this nice, for this price at any other furniture store (including Ikea and AFW) and the only thing I had to do to in regards to assembly was put the bed frame together and flip all the drawer handles around, easy. It's a really nice set at the best prices I could find (even on the internet!) I'm very happy with the quality of the furniture and the customer service from Home Stars and the timely manner that they handled my problem. I would definitely recommend Home Stars...

Things that are out of the business’s control happen sometimes. Happens to everyone, in every business. It’s how the business handles it that shows their work ethic.

Overall this was a poor experience, due to lack of professionalism and communication.

I purchased a bed, and was told it would be delivered that weekend. The weekend came and I didn’t hear anything about delivery. I reached out to sales who informed me that delivery was delayed due to “the snow” and should be there the following week. Why was I not informed of this instead of having to chase them down? The following week came and again I had to chase them down, it came out that the box springs were on back order. At this point I didn’t have a bed bc I was told a certain delivery date, so I was trying to find any solution to make this work. After over 2 weeks past the delivery date I decided I would just try and cancel my order. Soon as I did that, all of a sudden there were alternative solutions. I received my bed with the wrong box springs for a temporary solution so I had something to sleep on and was told when the right ones came in they would replace them.

2 weeks go by, not a word from anyone. I again have to contact them. They informed that “Oh yea they just came in I can deliver them today” as if I don’t have a full time job to work around like anyone else. I told them a time and day that would work for me and we finally got to resolution.

Spent $2500 and then whole process I was treated as an after thought. Communication goes a long way, especially when things don’t go as planned.

Keep your customers informed and have procedures in place for damage control. Definitely won’t be shopping here again.

Also, it’s only been a few months and my mattress is lumpy asf. Don’t waste money on the refurbished options either. There’s warranty but i just ended up getting a new mattress elsewhere, because that’s how much I don’t want to deal w these...