Cincinnati Overstock Warehouse — Local services in Florence

My wife and I purchased a Sectional and Ottoman from Cincinnati Overstock in June of 2017. We spent around 1500.00. Within 2 weeks, the ottoman had broken .. the wood inside cracked and caused the padding to shift. I submitted a warranty claim and the ottoman was replaced quickly and professionally.

Fast forward to around 4 weeks ago and now my thousand dollar sectional has also broken. The wood inside the corner snapped (pictures included). This couch is not mistreated. It is not abused. No one is aloud to eat on it or near it .. No one is aloud to put their feet on it .. it has been taken care of. I sat in the corner, and it snapped under my weight. I'm not a tiny man but I expect a couch to support 265 lbs.

So I submit a warranty claim for the couch because its only several months old. The folks at the store were very friendly and helpful when I spoke to them. Then the warranty claim was denied by their warranty department because of Customer Abuse. I asked them to reconsider because the couch has been well maintained and has not been abused, and an expensive product is expected to last. I havent heard back from them in 2 weeks.

I have emailed several times and have spoken to people in the store. Yet my couch still sits here, broken and unusable after only months of use. It is my hope that someone will reach out to me to correct this issue and I will update my review if thay happens. But as of this moment, I am VERY disappointed in the product and in the warranty. As of this moment, I would recommend you steer clear. You can spend the same amount of money at a different store and receive better support after the purchase.

Steve Meyer

• Review Update ... I contacted the manufacturer of my sectional and they very quickly arranged to have a new couch sent to me. I dont know whether to thank thr manufacturer or Cincinnati Overstock, but I'm going to go with the manufacturer. It wasn't until I contacted them directly that anything got done. For now, only increasing to a 2 star review. Once the new sectional is in place, then I'll reevaluate.

** Final Update ... My new sectional has arrived. It is just as nice as it was the first time, hopefully this one holds up better. I did receive a call from a gentleman at Cincy Overstock shortly after posting my last update. He was polite and very friendly. I still don't know if it was the manufacturer or Cincy Overstock who finally made this happen. He said it was them, the manufacturer says it was them. Regardless, I don't care who did it, I'm just happy it's done. I intend on adding at least 1 additional star to my review. Despite all of the issues over the last several months, everything I asked for has been taken care of. My concern is for people who aren't as direct or as vocal as I am. Because in the end, when I first submitted my warranty claim, it was denied flat out and it never should have been. As a customer, I shouldn't have to fight for the company or the manufacturer to do the right thing. I'm glad it worked out, and hopefully no one else has to go through...

If there was a rating lower to provide I would gladly suggest it. The promise of cheap, quality furniture is only backed by poor customer service and frustration. I went to this location seeking furniture for my new move to the area. I sold all of my previous furniture and needed everything. I made my selection basked in what was presented in the store as "in stock" or available to order from their manufacturer's catalog. I loved each and everyone of my selections. So I paid a third down because I wanted to split payments even though I could afford my purchase. A week later, I get a call from customer service leaving a voicemail that states they need to speak with me about my order. It was five minutes until the customer service line ended but luckily I was in home depot next door to the store and inquired about my purchase in person. The young lady stated that the tv stand I ordered was discontinued and I will not be able to receive it. That didn't make sense because I placed the order a week ago. She stated that the order was recently placed and that's when they are notified of its in stock or not. I searched around the store and could not find a replacement. I told her to cancel the tv stand, I will purchase it somewhere else and let me know today if anything else is not in stock. She stated everything else is in stock and I will receive it on September 1st. Couple of days later, I received a call that the ottoman I ordered was backstocked and if I would like to pick it up or wait until it was in for delivery. I stated I would pick it up. August 31st, I haven't received a call about delivery so I call the customer care line. Placed on hold for well over 15 minutes to only be told that they didn't have any room to schedule me in that week on a Thursday or Saturday for delivery. I was then asked would I like to have the delivery managers number to create a delivery date. I was frustrated at this point and stated no, just schedule me whenever cause it doesn't look like I'm getting my furniture anytime soon. After I calmed down, I called on Sept 6th, to see what was going on with my furniture delivery. I was on hold yet again over 15 min, to be told that delivery manager was not in at the moment, a message was left, and I will receive a call back that day. Of course, that call was not received. I called again today, thankfully, I wasn't on hold long. Hailey answered and was polite and provided me with helpful information. The entire time my order was sitting in limbo because of an ottoman that I stated I would pick up so I could avoid almost an entire month of waiting for furniture so I can sit down in my house!!! I would not recommend this company to anyone searching for furniture. Go somewhere else local that will actually deliver it to you when they state it. Beyond frustrated and will be relieved when I am done with them. Which will be when I actually receive...

Bought a sofa, loveseat, 2 coffe tables, a dinning room set, a dresser, night stand, and king bed - $3k of stuff. They told me it was all in stock until a day after they had my money. Suddenly most things would now take weeks.

The few items that weren't "back ordered" I arranged to pick up a few days later. Well, suprise they were now on back order too.

Finally the day of the delivery of the bed and dresser (I was told of the delivery only a few hours ahead while out with family on a Saturday) I race home and the delivery peole tell me, no we have EVERYTHING you ordered. I race around to make space for everything not expecting all this stuff at once.

The delivery people refused to come in through the large back door, insisted on ysing rhe front door, in the process tearing up my door, hardwood floors, trim, ect. They quickly lwft with no opportunity to inspect the furniture.

A drawer on my bed was crused, both the sofa and the love seat had huge slices down the back, and were smashed on the sides.

I had to contact Cincinati Overstock 2 or 3 times to just get a response. They barely did anything other than say "sorry". It took 2 months to get replacement sofa and love seat. Still waiting on the drawer, and no responses to emails and you cannot call their warranty dept. If you call their "customer service" and ask fornthe warrantu dept, they will refuse to allow you to talk to anyone. Sending emails gets no respones.

I am still waiting at thus moment for them to fulfill their promise to repair the damage done to my house, but still nothing.

TLDR - They will tell you whatever to get your $$$ and as soon as they have it you are in your own. They delivered multiple destroyed items, damaged my house in several places, promising to "take care of it" but clearly ignoring me, hoping I go away. Oh and I spend almost $3k with these people and this is the service I received.

Edit: There are items that were in stock on your order and others that did need to be ordered and the ETA was shown on the receipt. This was also all gone over on the policy and procedures page that each customer signs at the time of purchase.

Your people assured me the items were in stock, I was handed some receipts, but you are correct, in hindsight I should have not trusted what I was told.

Your customer service is terrible, the fact you get involved only after a bad Google review speaks volumes.

Oh, and where's my drawer at ??? I have contacted your cust service repeadly and still can't get anything else then your standard line:

"We have reached out to our warranty dept to gather some information as well and will be back in touch with you shortly."

You took the time to respond to this review before tour even looked into...