Eller & Owens Furniture and Mattress — Local services in Hayesville

This is a response to Eller Owens response

I was surprised at the aggressiveness and lack of professionalism in your response. Besides having the facts wrong, you have now lied about us. After researching other reviews, this is not an uncommon problem with Eller Owens and there is a pattern to punish customers who complain. This is certainly not who I thought Eller Owens (Hayesville) and their employees to be.

The couch is a quality couch and we never indicated otherwise! That is the only true statement in your response. The issue is that the couch does not have the finish we agreed too. After the first couch Eller Owens botched and we returned, you were emphatic that this couch could not be returned under “any circumstance”. As you said in the phone call you were “protecting yourself”. That is a telling statement. Protecting yourself from what? We have operated under the belief we could not return it and had no recourse. I left the review to warn other folks, NOT to solicit a refund or return.

This is not the first Eller Owens has heard of this, as you stated. Below is the review my wife left after receiving the new couch. See the screen shot taken after your response which dates it a year ago. While this review shows up on my wife’s feed it was removed from your google page. A simple google search provides many companies that remove negative reviews for subscribers. Somehow our review was removed.

My response was delayed (the one you responded to) because I do not see this couch daily, instead I only see the couch when I am in the mountains. Besides, anyone can leave a negative review at anytime after a purchase. So, the defense that is has been over a year (which is false) is unreasonable and moot. You are confused about dates. The first couch we ordered which was the wrong color was ordered 18 months ago and returned after my wife made a special trip to your show room with a cushion to prove the couch was the wrong color and your mistake. The new couch (the couch in question) was ordered a little over a year ago and delivered a year ago and a review left shortly after that. You should have looked at dates before writing your response.

You lied about my wife touching and approving the leather. After leaving the show room some time later, you called my wife and indicated that you could not get the aged leather displayed in the show room and sent her pictures via text (see pic below) and said you could get leather with the finish and color in the picture you sent, which are below.

From the pictures you sent, she approved the finish and the color choice. As you can see from the pictures below, what we received is not dark. Instead it is butter scotch, and that is not a “matter of opinion” as you stated. See the picture below; the pictures do not lie! The bottom right is the dark aged leather from the show room. The bottom left is what my wife approved over text and the top is what we received. They are not even close.

Your recent phone call after my review was a set up. While you were controlled on the phone call, you were hostile and were unreasonable when corrected on the accusations you made on the phone call. In your review, even after being corrected, you chose to publish your false accusations in Eller Owns response. After researching other Eller Owens (Hayesville) reviews this is a pattern with you. Reportedly, on one occasion you substituted maple for cherry and then tried to gas light, back down and blame the customer for the mistake. While I recommended in my previous response not to special order from Eller Owens, I would like to amend that to – DO NOT PURCHASE FURNITURE AT...

If I could give more than 5 stars, I absolutely would! Today my husband and I went looking for furniture, and were assisted by “sales rep”. We had no expectations as we were just browsing options for our living room, but she helped us put together a set and we were sold! I cannot say enough how wonderful she was. We didn’t have a color scheme or measurements, and had so many stipulations that had to be accommodated. After drawing out our living room (with our HORRIBLE descriptions), she took us to the loveseat we didn’t know we needed! “Sales rep” spent quite a bit of time making sure that we found exactly what we needed. Once we settled on the loveseats, she proceeded to help up find the perfect ottoman to pull it together. I did not expect to find the furniture today, but was pleasantly surprised by how she knew exactly what we needed without us being able to tell her. She is absolutely wonderful at what she does and I could not have done it without her! I will definitely be returning to purchase furniture in the future! The price matches the quality and they go above and beyond for their customers. I didn’t go in telling her an exact budget, but we stayed under what was allotted to spend, even adding extras (pillows, custom fabric, etc.). Definitely recommend the store, especially if you work with “sales rep”!

EDIT: DO NOT PURCHASE THE WARRANTY. What a joke! Sales reps have no idea what they’re saying. We were led to believe it would cover damage that wasn’t covered and never given any documents further explaining what’s covered. What a waste of money on furniture that is falling apart and ripped less than two years later. (Sales reps direct words were we could only use the warranty once, so wait until it absolutely needs repairs then complete the process - the main selling point of the warranty is that it was called it PAWS AND CLAWS when purchased)

In response to the snotty reply from the company, I decided to post the photos myself. I’ve owned different types of couches over the years with animals and I have NEVER ONCE had the material fray and separate to the frame , so as you stated “never seen anything like it” well, I haven’t either and I’ve and cats for years. The material was scratched, it completely separated, and turned into a stringy mess. I had to cut the strings back which leave the wood exposed (you can see this in the photos). The back cushion cover also ripped at the seam, which wasn’t caused by animals (the ripped and falling apart comment). The cats do not and have not continue to scratch the couch, and have not “scratched it for 2 years” as the response assumes. I have other furniture (added a photo) that with slight scratches, so that no one thinks I have just let my cats go to town shredding my furniture as implied.

Initially changing to one star wasn’t intended, as all I wanted to do was to warn anyone interested NOT to purchase the WARRANTY (to the response: go back and read it again if you have reading comprehension issues), but it looks like the company earned that change. I would give zero stars after this if I could.

Side note: don’t leave a bad review or they will respond with...

ordered several things in June totaling a few thousand dollars. we were told that we would have two separate deliveries - first would be some furniture and then a bed on 2nd delivery. there seemed to be a lot of communication issues. we ended up getting the bed on the first delivery and had to prepare at the last minute by taking our other beds down and then we were told the bar stools should be in on the next delivery within 2 weeks. we waited a few weeks - no news on the bar stools so we called back and they said sept. we talked about it Called back to cancel the order because it was taking too long they then said it would be august now. we said no we don't want to wait - want our money back. then they called back and said August again we said no we don't want to wait any longer this is taking too long to Christy the supervisor in Hayesville. We told her that we did not want to take delivery on the bar stools she said they're coming in August and we WILL be delivering them to you. told her again no we're not taking delivery she was very insistent that we do take delivery we told her no we're not going to do that we wanted our credit card credited back. she got very rude, defensive. we told her that we thought it was just a big misunderstanding that we didn't have a problem with her sales associate we just wanted our money back so we can move on. she told us that we could not have it back -must take delivery we said we will call credit card company and have charges reversed. she got madder but told us finally that she would credit our card and that we could find another place to shop. she was very rude. would never go back there again they're overpriced and too much into the old-haggle way of Let's Make a Deal - just need fair price reasonable delivery so Christy per your rude remark we found a another place to shop We ordered new bar stools and received them in the same day from another place. Lastly one of the pieces of furniture that we ordered was damaged we're still waiting...