Graham's Living — Local services in Franklin

We bought a couple of ceiling fans here. The selection was great and we found two that looked really nice. However, one of them (by Craftsman) was very expensive and very difficult to install. For $500+, this fan should have been easier to install with better instructions. The reason for my two star review is that the salesperson did not mention any of this when we bought the fan. Either she was unaware, or knew but did not mention the special requirements to install this fixture. Unlike any of the other fans we installed in our new home, this one had to be re-wired to fit with our standard 2-switch setup (it was intended as a fan that works only by a remote installed in the wall). There was a cable, intended to secure the fan on a ceiling beam, which is not exposed in a finished home; no alternative instructions were provided. I think this was probably intended for a builder to install in a custom home. But unfortunately that was not explained to us when we bought the fan. The kit included 4 sets of screws with no indication of which set to use to mount the blades of the fan. Finally, each blade had a sticker adhered to it which was tedious to remove, and scratched the thin veneer of the blades on removal. The glass light fixture was dirty, right out of the box. The finial fir the light has a hole where a pull-cord would go to switch fan mkdes, but this isn't that kind of fan (there's a remote) so thisittle hole is pointless and is aesthetically a little weird. It be helpful if the sales staff were more knowledgeable about the installation requirements of the light fixtures and fans for sale in this store, as it is specifically a...

Updated Review

Shortly after I left the review below, I was contacted by Randy Smith at Graham’s. Communication improved greatly once Randy became involved with our issue. He was able to track down a replacement light fixture at another store and had it installed in our house within a couple weeks. The installers were top notch as well.

I hate that I had to leave such a bad review at first to get some traction with Graham’s, but I have to give kudos to Randy for getting involved and making things right. I’m hopeful that our situation was not typical and his staff at the Franklin store are better able to handle events such as this in the future.

—————————————— I'm giving this review in hopes that it will be noticed by someone at Graham's. I've spoken to them several times about a replacement light fixture from a new build that has been on back order since August (it is now late November). Each time I call no one can give any answers or suggests any solutions. I called again today and was told I would be called back by end of day with an update. Again, no call back. Very frustrated. I will update this review upon conclusion...

I have been a Graham lighting customer for over 8 years. I don’t normally post reviews but sometimes the service is so compelling that you must write one. Customer centric service is a dying breed, and it is refreshing when you come across an organization that has sustained a culture of “client first” mentality. Ginger, the owner, has successfully created an environment which makes you feel important as a client. You get the attention, the follow-up, the flexibility, and a small business feel where the vendor goes out of their way to make things work. The business offers an immense selection of beautiful lighting options and design help as part of the process. Me and my wife are picky, but we have been so impressed with the patience, the professionalism, and most of all the “do what it takes” attitude. In this era of disappearing service standards, it’s great to see that the spirit of making customers feel special is still alive. I am very impressed and know that you...