EFO Furniture Outlet — Local services in Dunmore

Lost all faith in EFO from the top to the bottom. Several years ago my fiancé (now wife) and I purchased a new 2 piece Couch with Lounger, with the Montage Furniture insurance coverage. This couch was nothing fancy, no special order, just normal stock inventory. For the most part the sales experience was good. Nothing to note, normal transactional experience. Approximately July of 2016 we contact EFO, about the insurance. The couch has some in-coverage insurance claims to be handled. EFO referred me to their service team, which referred me to Montage Furniture insurance. After multiple emails and cases over nearly 6-8 months. Final conclusion we’re awarded a new couch. (A lot of details and complaints with Montage Furniture, for the sake of this post I’ll leave those details for a review of Montage). While waiting for Montage verdict, I contacted EFO regarding the couch we owned, if it was still in stock or discontinued. EFO confirmed the couch was a discontinued model. At this time my wife and I were anticipating a check or credit from Montage to order a new couch. Montage emailed and contacted EFO Furniture service. I was referred to EFO to work out the details. I spoke with “Pam” after several calls to EFO, leaving multiple voicemails, I kept calling and leaving messages, I eventually spoke with “Pam". “Pam” stated she had NOT received my order or heard anything from Montage regarding my claim. To minimize any confusion I read to Pam the email from Montage stating otherwise. Pam contested she had NOT heard from Montage, she then stated she would contact them and follow up with me. Be patient and busy in life over a WEEK went by, still no contact from Pam. Again I left multiple messages before I could get in touch with Pam. I was then informed they ordered the replacement couch and it will take 6 weeks or so before we receive it. Confused how they ordered a discontinued item, I inquired about possible options, Which there were none. I am forced to wait. Approximately 6-8 weeks later Pam contacts me telling me the couch is in the warehouse and we schedule a delivery. The delivery had to be rescheduled do to historic blizzard. Okay, understandable. On the delivery date, I get a call from a EFO Furniture Service (male voice, name unknown) the replacement couch was damaged on the delivery truck, they would need to re-order the couch again. In shock and frustrated I reach out to EFO Furniture store in Wilkes Barre, I request a manager. No manager is available to talk on the phone. The pleasant young lady took down my information and handled a very escalated version of me. The next day or two I did get a call from EFO Furniture sales manager stating they contacted Pam in Service and she would be in touch with me. Frustrated and LOST of all faith in Pam’s communication skills. I inquired about alternate solutions. I need a couch. Anything. I’m willing to compromise or make concessions for something. The manager wasn’t interested in offering or considering any plausible solutions that didn’t involve service. So eventually Pam and I spoke, but not without our typical phone tag tango. I’m told to wait another 6 weeks for the couch manufacture. That was nearly 8 weeks ago… On Sunday May 14th I stopped in EFO Furniture in Wilkes Barre and requested a manager. 1 of the 3 gentlemen at the front desk claimed to be a manager. Listened to me explain my experience, while I maintained my composure with extreme frustration. I believe I communicated in a clear and professional manner. He promised to research the situation and follow up with me. Monday May 15, the manager (which I can’t remember his name, possibly Jeff or Mark) did call me and advised the replacement couch was received damaged and needed to be reordered. Not understanding I clarified, and Learned he was not referring to the damaged couch on the truck for delivery that I told him about. The replacement to that replacement was damaged upon delivery to EFO Service warehouse.I NEVER received a call the item was in, or damaged. Still, no couch. Almost a year...

Very disappointed in the service and delivery of our recliner bought from EFO in Dunmore,Pa. February 9th. We purchased a kitchen table and recliner for our home along with montage warranty. We were assured it would be delivered since my husband had surgery to his back and we didn’t want to risk additional injuries.I was notified on March 9th that our chair was in the warehouse and if my payment was made it would be available for delivery on Friday 13th. I made payment on March 11th and called for chair to be delivered.. When I was told that no one was able to deliver due to shortage of unavailable employees.We asked if someone would be able to assist us if we picked it up ourselves they said yes but Saturday someone would be available to help us if we came since there still was no one available for Saturday delivery either. We were assured that even though we picked it up ourselves that if there was any issue we would be able to return it since we were not given a delivery and we had paid for it to be delivered and setup at our home. The warehouse worker assisted us by helping load it into truck. Box was intact except for 4 holes at bottom of box that appeared to be the legs of chair. We arrived home and backed up to our deck and I assisted my husband in positioning - 2x6x8ft boards from tailgate to deck to slide the box onto deck. We ripped tape from box to avoid using a knife cutting the material. Jim removed plastic from head of chair and we carried it inside. Then removed base from box and placed it living room. We discovered at this point that the power cord was missing. We searched box and inside of head rest. Jim turn chair base over to discover the front main board was cracked and broken. Immediately we called store back asking for Jillian our salesperson.She was busy assisting another customer so we tried to explain our problem to the manager.We were very disappointed and dissatisfied with the fact that we had to make another trip back to the store and were unhappy with the way we were treated by the staff except for Jillian who went out of her way to stay after her shift had ended to assist us with the return.Both the manager and Jillian approved a replacement chair, would be ordered and we would not have to worry about receiving the same chair back repaired.While we waited I continued to shop with Jillian for the chairs and bench to complete our kitchen set.She was very apologetic for all of the trouble and problems that were caused by the broken chair along with the stress and aggravation to my husband whom the chair was purchased for while recuperating from surgery.This was all in process starting March 14th.. then shutdown happened.We assumed that we would hear from EFO staff about recliner replacement because it was a special order because of color and it was not in stock.My husband decided to call the first week in May to find out about delivery of new chair, to find out if it was ready from Joe.Joe said delivery would be available and that driver would bring to home and leave on porch but not be able to enter to setup chair.We were called prior, to be available from 11am to 3 pm.My husband wasn’t available and I was the only one home to except delivery.Delivery person came to door with slip and another person unpacked chair In truck, I question why slip stated Repair and Return Recliner.I said that our salesperson and the manager told us that it would be a new replacement. He then answered.. “ well it came out of a box that is in the truck, I only deliver and I can’t say.”I then tried to turn base over to inspect to see if it was also damaged or flawed and he sort of distracted me and turn chair for me to view only the back of base.So in the hast of delivery ,they left. My husband arrived and we brought chair into house and he noticed the broken board had been repaired with 6 sheet rock screws. My husband immediately called back to store and spoke with person who answered phone we assume it was Joe. We explained the situation and our displeasure of being taken advantage of.. to...

Bought a couch in March 2019 started making cracking noise upon reclining in November. Kept trying to call for service kept getting run around. Finally got response in Jan 2020 expected to wait all day for service. Had to reschedule due to work schedule. Then due to Covid was put off until May. Finally service arrives says couches are in excellent shape but frame is defective requesting a replacement couch. Received letter from repair company to contact store. When I contacted store kept getting John in service who is about as professional and courteous as dirt. Kept hanging up but I just kept calling him back and he certainly did not like that. It is now May they continue to blame back log on covid when claim was opened in Dec of 2019. Finally I contacted the Attorney Generals Office told them of unprofessional treatment and dragging out repair or replacement. Surprise was contacted immediately by EFO sending out replacement couch within the week after Attorney General sent inquiry. Do NOT deal with this store at all. They are very kind and personable until you walk out the door and are left with their junky, poorly made furniture and very unprofessional service dept. They have this mindset that they have you over a barrel once you purchase merchandise but in this case persistence and the truth about their practices to an outside agency paid off. Had we done some research on their reviews we probably would not have purchased anything from them.

Only way to respond to their ridiculous response anyone looking to buy furniture here look up their reviews they are horrendous. The gentlemen in service that we had an issue with his name comes up in numerous complaints in reference to his rudeness and unprofessional manners. He didn’t like that we wouldn’t take his abuse. This company is abusive and when you finally push back they lie and play victim. It’s stated in many of their horrendous reviews. Their reviews with the better business bureau are horrible. You just need to look it up. Sad to say but if a little cursing after months of frustration and rudeness back and a call to the Attorney Generals office with the TRUTH makes them get off their butts and take care of a broken couch after months of being blown off oh...