Robinson Furniture — Local services in Detroit

I would like to share my experience with robinson's furniture to make others aware of the potential challenges when purchasing from this establishment. While the sales staff in-store were friendly and accommodating, the situation took a disappointing turn during delivery and subsequent customer service interactions.

Upon delivery, the team did not attempt to assess whether the sectional couch would fit through the door of the house doing so would've required a tape measure...which i didn't see in anyone's hands. Despite the importance of ensuring the furniture fits, no measurements were taken beforehand, and instead, the delivery drivers made assumptions. Initially, I was told by the delivery team that they had measured the door, but upon further inquiry, it became clear that this was not the case. When confronted, the delivery driver stated that they trusted their ability to "eyeball" the fit. Unfortunately, this lack of attention to detail led to a situation where the furniture could not be delivered.

To complicate matters further, a phone conversation with a store representative regarding the issue became unprofessional. My mother-in-law, who is 68, was spoken to in a confrontational manner, and the situation escalated unnecessarily. Rather than offering solutions or attempting to de-escalate, the representative raised his voice and made the interaction more stressful than it needed to be.

The company also mentioned a street closure due to an active leak, but upon contacting DTE, I was informed that the road was open and only line updates were taking place hence why eventually the truck did come into the street, Because the street wasn't actually closed. This discrepancy raised concerns about the accuracy of information being shared.

In terms of the couch’s size, while the pieces appeared large due to being in bags with pillows, the lack of proper measurements and communication left us in a difficult position. When the issue was raised, my mother-in-law was not fully informed about the total cost for assembly. Instead, she was given three options: have the couch left at the doorstep for her to manage, choose a different couch, or pay for in-home assembly. No clear breakdown of costs was provided, especially the significant expense of $150 per piece for assembly, which would have been an additional cost of around $600 for the sectional. This lack of transparency on costs was frustrating, especially since we were not informed of the potential extra fees upfront.

Furthermore, when my mother-in-law was asked to come into the store to cancel the order, she was led to believe that her presence was necessary. However, upon arriving, she was informed that they didn’t really need her to come in; they just wanted to see if she was serious about canceling and when she asked what she needed to sign they said "just go". This only added to the confusion and frustration surrounding the entire process.

In conclusion, while the in-store experience may have been pleasant, the lack of transparency, poor communication, and unprofessional conduct during the delivery process has led to significant dissatisfaction. It is important for future customers to be aware of the potential for unexpected charges and the possibility of poor conflict resolution should an issue arise. I feel that this experience warrants sharing across social media platforms to ensure others are fully informed before making a purchase from robinson's furniture.

I’m excited to see if the representative will take responsibility for his actions under my comment or if he will continue to make claims and become defensive, as he did during the phone conversation. His behavior only further reinforces my concerns and will serve as a valuable lesson to...

I WAS a repeat customer at Robinson furniture but up until my most recent purchase, and experience after ,I will never shop nor recommend anyone to them again. I'm sure they don't care (people they have on the phones leave me with this impression) but I wanted to share my story.

About 3 weeks ago I purchased a twin bunk bed from this store for my children. Due to me already having mattress there was no need for me to purchase new mattresses and because my cost was over $500.00 delivery & installation was included.

After install I notice that the only thing to hold the mattresses up were small plastic wires. When I installed the mattresses and my son (who is 50 pounds) got on bed the wires immediately started to bend then eventually broke. I called the store today, explained the situation. The store receptionist put me on hold to called the "warehouse". About 2 mins later she switches back to me advised that I needed to buy another product "bunky boards" to hold up the mattresses on top of the wires and that the warehouse was being generous and would sell to me for $50.00 apiece.

I asked her shouldn't this had been something that was explained to me when I bought the bunk bed? She put me on a hold and cold transferred me to the "Warehouse" The man I spoke to was very overtalkative, seems to have no customer service experience at all and really tried to make me feel like this was my fault. I tried to explained get him to understand that typically (at least with quality stores/sales people) it's the store/salesperson responsibility to make sure their customers are informed of the product that their buying and if additional things are needed to be purchased with the product and how this was never explained to me However as I'm trying to speak he is still being combative and over talkative. He then goes to say if I didn't ask for them (bunky boards) then why should the sales person tell me I might need it? Are you kidding me?! I went to say this is feedback from a customer and that I'm sure I'm not or won't be the 1st person to bring up this concern. He states in his 6 years I am the first. Ok. That was it for me. I ended the call advising I'll just leave my reviews and disconnected. No apologies, just rude, combative tones (all around) and definitely not receptive to customers feedback. This entire experience has shown me that Uncle Robinson Furniture store is just in it for the money and not doing the right thing for their customers. However, my entire customer service experience with them from the time I first called about this order (delivery status) up until now has been horrible but this really led it for me to leave this response.

I am a 1st-time bunk bed buyer and never had one myself bunk bed. As a sales person you need to make sure you are giving all facts about items your products even if you think they know or not-...

They are very unprofessional. The experience in the store was very disorganized, our salesman Vincent was polite, but kept walking away from us. The delivery process was absolutely dreadful, the delivery men didn’t call me, and when they arrived, they didn’t have all the equipment necessary to put my tables together so they promised to return the next day, they didn’t of course, and when I called 3 days later, a very rude man named Paco informed me that I could come pick the part up and put the tables together myself! He was very argumentative and combative. Ultimately, I bought the piece off of Amazon and put my tables together myself. I will NEVER purchase anything from them again, and I implore anyone considering purchasing furniture through them to RUN the other way! Their own delivery men said they wouldn’t purchase anything from them, so that should tell you what type of establishment they are running. They are very rude, unprofessional and ghetto. If I could’ve gave them zero stars I would have. Reply to owners I didn’t fabricate anything. Every single thing I wrote was true. My tables were not assembled, my glass tops were still in the box laid up against my wall! All I had to do was come get the part? Then why am I paying for delivery and set up? I don’t live around the corner from the storefront, so no, I didn’t believe that getting the part so ultimately I could finish putting my own tables together should’ve been something I was tasked with. That’s your delivery men’s job. Paco was rude and argumentative, just like whoever this is that wrote this reply. Your delivery men did chastise me for buying from you. They said you guys were unprofessional and your warehouse constantly forgets to put necessary items they need for delivery into the truck. They said that they even tried to sneak a broken glass table top onto the truck, hoping the delivery men wouldn’t notice. It appears the mishaps with your warehouse isn’t mistakes, it’s negligence. I stand by my original post, and I meant everything I said. So maybe you should get in touch with the elusive delivery drivers that Paco said he couldn’t find, instead of lightweight calling someone a liar when it’s clear you don’t know what you’re...