Modani Furniture Dallas — Local services in Farmers Branch

THIS REVIEW IS NOW FINAL (updates over 3 sessions)

UPDATES FROM 12/9/19

I hope to complete tomorrow assuming Modani does deliver the furniture tomorrow. So far they have not done much to go above the 1 star...may be (and I hope they do) they do go above the 1 star.

So here it goes. I walked into the Dallas (Alpha Rd) store on 11/26. Some aggressive sales people upon entrance. But its a furniture store so you kind of expect it. I and my wife were able to walk around undisturbed, like we wanted, for better part to look at the furniture pieces. Our goal that day was to visit multiple stores looking for pieces which fit our needs. I went back home that night and ordered what I needed from Modani. Within a couple hours I got an automated email with my transaction details and my delivery address. My card was also charged that night. So far so good.

On 12/2, logistics team from Miami reached out trying to schedule delivery. They wanted my delivery address and it was odd to hear that. Still I provided it again and scheduled delivery for week after. My schedules run very tight and I wanted to clear my day of meetings so I could be home when they deliver. I did not get any pre-delivery day call on to tell me the approx time range. So I called them on 12/9 morning to find out. I was told my order was cancelled by a manager out of the Dallas store d/t non payment. HELLO!! It was an online order and was already charged on my card on 11/26. It had nothing to do with the Dallas store. However when I inquired, they could not find any records of payment at their end. Now this was off and required figuring out. I noticed that on their multiple emails they were using 2 different order numbers. So I started asking. Apparently the online world is completely separate (and likely no body's baby in Modani world). An over eager sales person at the Dallas store likely recreated my online order as an in-person order (target pressure??), pushed the online order out of view, and then upon non-payment cancelled it. ALL WITHOUT EVEN HAVING THE COURTESY TO CALL ME.

After a lot of calls, I was able to get the story straight and direct them to the online order made on their website. The only person who has so far held his own is a logistics person out of the Miami backoffice - Sanford. The dallas store has been desperate so far to wash their hands off the mess and want to claim ignorance of how it may have happened. So with half a day wasted, nothing delivered, and now another day on the line, I am not feeling very positive about them. This is after they have had my sizeable payment since about 2 weeks. If my furniture does get delivered tomorrow, in a good condition, and on time, I will have a positive update to this story.

DALLAS store owner / manager - If you are listening, time to reach out and do damage control is NOW.

UPDATES FROM 12/10

Delivery team showed up on time and was very nice to deal with. Good job Ben!! Sanford as usual went to bat above and beyond expectations. He got me a complimentary white glove delivery for the trouble I had to go through. THANK YOU SANFORD!! you are wonderful.

The saga does not end though. The product sent to my home was not correct. 1 piece was correct and the other was wrong color. Product delivery not taken for wrong color item. Awaiting customer service team's reach out. It's 4:39pm 12/11 already.

UPDATES FROM 12/18

Delivery team showed up on time and was nice, again, to deal with. Got the right piece this time.

Also received 2 calls from the Dallas store - Ervo and Igor. Both were concerned about the poor review and looks like they cared. Good of them to reach out. Bad that it had to happen after a poor google review.

But then again people sometimes react only upon feedback. And Modani definitely reacted well when I made noise. Given their overall reaction to course correct after i started my review chain above, I am increasing the review to a 3...

On 4/12 I purchased 5 furniture totaling almost $9k with Miranda who assured me that all items were in stock and also unsold me on 5 yr protection plan without clarifying how the insurance works. Prior to this date I had conversations with Tristan who also assured me that all items I was interested in purchasing were in stock. The delivery date was scheduled in advance and I spoke with the sales team 2 x afterwards and confirmed my items would arrive on schedule.

On delivery day 4/25 , 2 men arrived with my furniture and unwrapped a damaged couch that displayed scratches and tears in the leather on 7 areas. Photos were taken and sent to claims department showing the noticeable damage.

Also the men continued setting up the bed and after asking them where were the 2 missing headrests they told me they were not in stock . It was upsetting to me that I had to ask about this and also that I was not notified before delivery about the pit of stock items as I would have considered purchasing a different couch elsewhere. One delivery man stated that he’s aware of salespeople over promising items that are not in stock just to make a sale. As you may imagine hearing this is very concerning. I totally had been lied to by the sales team. When reaching out to the claims department with my concerns he started out with offering a $1000 discount and then eventually offered to reduce the delivery fee $200 and refused my request for repairing the couch . He also told me I couldn’t file a claim for the repair with uniters insurance plan until the 2nd year when it was explained to me at time of purchase that I would have coverage for 5 years. Even worse Gary told me the head rests that I paid for in full and expected On 4/25 would not be available until July.

After ending this very frustrating convo with Gary I called Modani Addison store and was told again by Tristan that the headrests were in stock and that Gary provided me the wrong information. In total I spent almost 2 hrs on calls and texts with the Modani store and claims department. The part that is more alarming is that Lacy the store manager would not take ownership of the inconsistent information that her company provided. I pointed out to her that the company lied to me and did not fulfill its promise to deliver what I paid for.

Bottom line my hard earned money could have been spent at a number of furniture stores who would have been glad to accept my money but I decided to choose Modani because I was told all items were in stock. My order should be heavily discounted for the poor quality of furniture and delayed headrests that were promised to be...

Please stop using Covid-19 as an excuse for your lack of logistics and organization. I walked into Modani in May 24th as a matter of fact it was the 1st or 2nd weekend that they had opened back up to the public. I ordered a nice table and six chairs that cost $4,000. Three weeks later I added a nice floor lamp to that order that cost $377. They took my money and informed me that they had five in stock when they took my money so I thought nothing else of it.

My home was being built and completed in October so No Rush on delivery since they already used the "It may take a little longer than normal Covid Excuse" back in May. I gave this store/company plenty of time to get my order completed.

They finally delivered my dining room furniture on October 1st but there was No Lamp on the truck. I spoke to four different people the week before about the delivery and none of them said anything about my lamp not being on the order missing or whatever other lame excuse they love to give.

All I got was the delivery guy saying they couldn't find the lamp at the Warehouse and to call the store. Hell No I am not calling the store. You tell you manager or store to call me. Five days went by and I finally got a call from some lady asking me was I satisfied with my order???? WTH... NO... where is my lamp? Oh I'm sorry I will have the store manager contact you.

Store manager calls back today with all these BS excuses that he is sorry and guess what his Main Excuse was...Yep...COVID-19. I told him that Covid has absolutely nothing to do with this order that was made back in May especially since we are in October. I can see if i put the order in August but my order was in long before and yall had four in stock.

Bottm line...Modani has piss poor management and terrible operations/organization. There are plenty of stores to go to and purchase items from especially at these Price Points.

All they did was refund my money which does nothing for me. I should have never given them my money in the first place. Lesson Learnt!!

Stop using Covid-19 as an excuse and take care of your...