Gavigan's Furniture — Local services in Glen Burnie

Exceptionally disappointed in the "service" I received today. I ordered a couch, which was originally supposed to be delivered, but was changed to pick-up. I was not informed during any of the two reminder calls that pick-up was from the WAREHOUSE, and not the store from which the item was ordered. You would think, that by calling the Customer Service number, I would get some assistance. No! Instead, i was told how negligent I was because i did not read the print on the back of my receipt. Mind you, this couch was originally scheduled for delivery so there was no such disclaimer provided prior to today when i arrived to load up my purchase. Frustrated with the unprofessional, curt treatment I received by the woman on the phone, i requested a refund. Interestingly enough, the woman on the phone informed me that only a manager can initiate a refund and that there are no managers within that department on Thursdays. Let me repeat that, ZERO MANAGERS TO PROVIDE RESOLUTIONS TO DISGRUNTLED CUSTOMERS! Absolutely unheard of, but i guess that's the Gavigan's way. I was then informed that though there was no manager available to assist on the line, I could request a manager to assist me in the store (Glen Burnie). This gentleman, who identified himself as the owner, was beyond disrespectful. He spoke over me, refused to let me complete my sentences, basically let me know that he didn't need my business for a $500+ couch. He defended his staff to the fullest, failing to accept, acknowledge, much more apologize for the poor communication surrounding this purchase. He refused to issue a refund, but did discount $20 towards the moving truck expenses (which will now be returned late, thanks to these shenanigans). I am thoroughly disappointment and disgusted with this store and i do not recommend. You may as well go to Bob's or VCF where quality customer service does not END the moment they've collected your hard...

At first, my experience with Gavigans was great! I went in looking for bedroom set, along with dining room furniture. There was a bed set, a table, and a hutch that my heart was set on. Lusion gave me a quote of $8,800.00. That was out of my budget. I thought about it and went back. I then dealt with Corey I told Corey everything that I wanted and that I could do it for $7k.I left to grab a bite to eat while Corey worked with numbers. He gave me a call and said that the owner was in and they would be able to give me all of the items I wanted for the price I offered. He said the owner was in a great mood and was giving me special deals. So me with all excitement taking his word I go in write the check and sign everything. They gave me 8 weeks delivery. Today marks 8 weeks (No Furniture)When I called last week for deliver my bedroom set was in but not the dining room table. When I asked about the hutch the delivery guy said there was not a hutch on the order. I called Corey and talked to him about the order and he said he would have to talk to management. Corey called me back and said there was no way they could do that, after telling me before the owner did it. So I wanted to cancel my order because I could find a bedroom set, hutch, and a dining room table for 7k elsewhere. Marilyn the manager has been nothing but rude, I did tell her I was going to contact my attorney to see what my options were. She stated once a customer calls an attorney they only deal with the attorney and no longer the customer. Just because I speak to my attorney to discuss the situation and I tell you that does not mean you do not, not work with the customer, until you are actually notified by the attorney. She said I CANT cancel my order, but then she pulled me off of the delivery list. So if I CANT cancel my order, then why pull me from the delivery list. I will also be making a complaint with the Better Business Bureau...

I recently bought a sofa chaise and loveseat for the living room. This is the second time I've done business with Gavigans in Glen Burnie. I generally visit all nearby furniture stores to do research before I select which solution I like best. During the research phase I don't like being followed around by salespeople. The Gavigans salespeople seem to offer customers more space than the other furniture stores whose names start with G and V. I like that. Not quite as much space as the cabinet store nearby, but close enough.

I ended up narrowing things down to 2 England sofas. Then I worked with Latoya and was directed to a model right between the other two in terms of size. Perfect! She helped direct me to an upcoming sale, selecting colors was easy, the order went in, and after about a month the order was ready for delivery. Delivery and setup was painless and on time. No complaints. Everything went smoothly just like it did years ago with my first purchase. I have to wonder if some of the negative reviews are excessively picky customers or rival furniture stores. So the pillows had lots of threads sticking out from their edges; 5 minutes with a pair of scissors fixes that...

Note that I'm only giving 4 stars instead of 5. Why? It's not a mark against this Gavigans location or its employees. It's not because something went wrong with my order -- everything was fine. I just really don't like compare-at pricing. 50% off some fictitious list price? Don't insult my intelligence. Furniture has higher markups than used cars do. The pricing games irk me. That's a corporate thing and not a local store issue though.

Bottom line: I had another good experience with this Gavigans location, their employees, and...