Stewart Roth Furniture — Local services in Fountain Valley

Some of the worst customer service I have ever received. Once they had my money anything that resembled customer service was out the door.

We paid them cash, $4200.00, for an Amish built dining room table set. It arrived earlier than anticipated and the delivery guys did a satisfactory job. Problems I had with the product were:

1. No leaf supports for the table, it is a 42" wide table with 3, 12" leaves that had no supports underneath. This means that the 42x12 leaves were going to have to balance on a 4" cross brace when stored.
2. Each piece of the set has a nice professionally printed label on the bottom of it that clearly spells out all of the build details, date, where it was purchased, wood species, stain, etc. The problem is that two of the stickers were for someone else's table.
3. The crown of one of my chairs had an unsightly white spot in the finish the size of a quarter.

I understand that mistakes happen, it's not a big deal, what is a big deal is how you handle them. They handled them poorly at best.

I went in and talked to Len and let him know my concerns. At first it was a matter of "what stickers, I have no idea what you are talking about" and when a fellow employee said, "yes I have seen that happen before" It quickly became a case of "oh yeah, those stickers, well you know most people just peel those off!"

On the matter of the missing leaf supports he went on to assure me that "the table is what the table is and that they have been in business for 35+ years and simply do not make mistakes" Um, the same company that cannot put the correct stickers on the furniture set is beyond making mistakes, uh-huh. I let him know that every table on his floor that had leaves also had leaf supports.

Where the white spot on the crown of the chair was concerned, he wanted to have his touch up guy handle it. His touch up guy turned out to be almost as incompetent and Len is. A real pair to draw to.

This boondoggle went on for weeks on end with no-call, no-shows from their touch up guy, Len calling me to see how it went with the touch up guy. The same guy that would not return my calls, never made an appointment and had not ever been to my house!

In the end I contacted the manufacturer, Trailway, and I cannot say enough good about them. They were 180 degrees out from Len at Stewart Roths. They promptly sent me the correct leaf supports that matched my table perfectly, all finished, pre-drilled, with the mount hardware. They were awesome, and get this, they even contacted me to make sure that I had what I needed and that every thing was good to go.

On the chair, Len ultimately threw in the towel and ordered me a new one that came in last week and it matched perfectly, kudos to Trailways.

Understand this though, I am not a first time buyer at Stewart Roth's, my family and I have been purchasing furniture from them for 30+ years. So long as what you buy is good to go you will probably be ok, should you need or expect something that resembles after sales service,...

Horrible Customer Service....

Stewart Roths - Quote from web site " We are absolutely committed to your satisfaction."

NOT TRUE!

Attention I would not Recommend Buying From this Company

Salesperson : Scott - Wonderful

Supervisor Manager: Len - ATROCIOUS! bad representation for the company.

My Experience: I spent $1834.92 on a Robert Michael Sectional with one end as a chaise. The couch turned out great and the throw pillows were sent out with the wrong jackets on, by all means that could be acceptable, just send out the right ones. However the chaise cushion has been sent back to Stewart Roth, the cushion seemed as if it was bulging at the seems and the vertical perimeter was rounded instead of square like the rest of the cushions on the couch. They sent someone to pick it up and try to address the issue, I got it back and now the cushion sits 2-3/4" off the frame at the perimeter and still rounded cushion which is not acceptable.

Now the let down ...when we got it back the cushion was worse and unacceptable like I stated 2-3/4" off the frame at the perimeter with rounded cushions which look nothing like the others cushions which are square. I tried reaching out to the manager Len through text and provided some pictures showing the problem and how it wasn't fixed but worse.

I followed up with a phone call today 10-13-15 and spoke to Len. I was appalled with his attitude, disrespect, and lack of commitment for satisfaction for their customers. I just wondered what could be done to address this same issue and fix the raised perimeter. I was told "NOTHING" Len stated to me. Len and a Rep from Robert Michael came to the conclusion everything is fine and to the standard nothing is wrong. I asked what did they do when they had my cushion he gave me 3 different stories and I that didn't sit well with me. When I started to question Len so what story is it he replied " I DON'T KNOW WHAT THEY DID" but they feel it's right, he couldn't provide any further explanation or reasoning and said "IM TERMINATING THIS CONVERSATION" and hung up on me.

All I wanted is for it to be fixed and it wasn't. Terrible customer service and obviously the warranty dose not mean a...

This is the worst place to buy furniture! Len is a joke. I spent over $$3,000 on a bedroom set here and this is how they installed my bed. I called months ago asking for them to repair this bed because it was never used at my parents house in their guest bedroom. The bed wont even stay together and len keeps saying his movers are calling me and leaving messages on my cell phone , which I always answer my cell phone and not one vm is from them. These guys have the worst customer service and they hire random tweekers to move your furniture and install. It saves them a lot of money but in the end, its your loss. I just went into the store last week and spoke with lens partner who promised me a call back. No one ever called! So I called today and len said that he was with the installers and personally heard them leave a voicemail. These guys are full of it. I told him I was going to come down to the store and show him my call history and all my voicemails and how many times I have called with no response. Len said, regardless of me not receiving the calls. He will not fix their mistakes and then he accused me of not purchasing the bedroom set because I purchased it with my roommate at the time. So now he is calling me a liar. These guys suck and the customer service is below average. I purchased a night stand down the street at Jeromes in 2016 and had an issue with a drawer that wouldnt close. These guys were at my house the same day, fixed everything and had the best customer service. I spent so much money on my bedroom set and all I asked from Len at Stewart Roth was to have his installers come fix their mistakes. The damage is already done but I was just asking to have my bed securely installed so I can rest without worrying of it falling apart. This is all because of Stewart Roth and the quality of their install. It's ridiculous that I have to spend so much of my time arguing with len and him causing so much stress to try and get him to keep his word and have his installers come out and fix the bed like he originally promissed...