Big's Furniture — Local services in Henderson

I bought a sectional and 2 other pieces of furniture from them back in May, at the time of purchase I informed them that I needed to have the furniture by a certain date due to a pre scheduled event. They said they could meet this time requirement. The day of delivery a piece of the sectional was damaged and so was the cocktail table. After informing the delivery man that i had to have furniture for this event which was 1 day away he let me keep the damaged piece while the others were re ordered. It took another 2 months to get the replacement pieces, once again at delivery time more damaged pieces, so once again I kept the damaged pieces and had to wait for the others to be re ordered. It is now December..that's right 7 months later and i still have damaged furniture that needs to be replaced. I have dealt with Monica at the Henderson location the majority of the time, i was informed several times by her that she was waiting for a response from the manufacturer after a month of me having to call weekly and had to hear the same response I had her give me the manufacturer phone# so i can speak to them directly. As i thought, when I called they informed me that Monica from Bigs furniture had in fact not been communicating with them for weeks she had just reached out to them a week prior, i explained the issue to the manufacturer at which time she told me the piece would be replaced and she would reach out Monica at Bigs and inform her of this. Bigs kept pointing the finger at the manufacturer when in reality it was bigs who dropped the ball. Suprisingly a week after i spoke to the manufacturer i get a call from Denise on 11/22 which in this whole mess of transaction has been the only professional and apologetic person towards this whole mess. She scheduled me for a delivery on 11/25 between 1-6. On 11/23 I get another call from bigs and i inform them that i have already been contacted and have a delivery scheduled for 11/25, blows my mind how unorganized they are, the girl puts me on hold and comes back to the phone and says shes going to have to call me back on this. Well here we are Dec 1st and still no furniture no call back nothing! So once again I have to call them and follow up. Denise informed me that per the notes it shows the furniture was delivered..absolutely not!! Good thing I have cameras and can prove that. After informing her of that she goes back and looks at the notes and says that she doesn't see notes of me being contacted on 11/23 after she contacted me on 11/22 however she does see that for some reason my delivery was cancelled. WOW!! Now i have to wait once again and now at this point she will get with the Mngr Mayra and have her get back to me tomorrow or Denise will follow up directly on Weds. My question is where has the Mngr been this whole time? How is the Mngr not following up with employees on orders, customer satisfaction, or that they are just simply doing their job at all. I have been dealing with this for 7 months however when I purchased the furniture they got their money right away which is all they really care about. I had never up to this point received an apology or even an attempt on their end to somehow make this right. Denise the person calling to simply set up delivery appointments shouldn't be the one having to take accountability for Monica for the Mngr or for Bigs furniture lack of customer service. All this hassle and headaches are not worth the small saving on their prices. Wont ever purchase or refer anyone to them and be sure that a lot of people will hear about this horrible experience and word of mouth...

I am not the one to go on and post reviews but when it comes down to this place and there horrible customer service I have to. I came here once before and I had no problem, I am very I mean very disappointed this time around first off I order a mirror coffee table from them it wasn't in stock so it was shipped In. they gave me a time frame of 7-10 bus days I ordered on a Wednesday the 14th it came in on Saturday the 17th the rude girl name jenna or jenny called left a voicemail at around 4:20 stated you can come and pick it up or have it delivered only time you can come is from mon - sat 8-5pm when the warehouse men are there. so I called back and I spoke with her and she stated you can come in and pick it up but since the warehouse men aren't here you have to just take it you CANNOT OPEN IT IN OUR STORE ((( BECAUSE IT WILL MAKE A MESS))). she also said if you leave with it and it is broken you cannot bring it back because we don't know if you broke it and I let her know I work during the days and hours the warehouse men are there and yes she pretty much did not care that's pretty much what she stated to me what I wrote above. WORST CUSTOMER SERVICE EVER ! this coffee table is $500 and some dollars. and they really say you cant bring it back in if you take it yourself , supposedly only a warehouse man can look at it and see if it is ok. I am guessing they think there salesman are to dumb to notice if it has a crack that's hilarious to me. so as this story goes on I show up on Monday (when the warehouse men are there) I am at the loading dock and the warehouse man was really going to just put my item in the car and I looked at the box notice it was smashed and I advised the man to open it. (let me write this again I HAD TO TELL HIM TO OPEN IT, because remember once I take it I cannot bring it back smh) supposedly they are supposed to check in themselves which wasn't the case, well he opens it and my mirror coffee table is all shattered. so I go back in I speak with jenny or jenna whatever her name is I tell her it was shattered and this is ridiculous because it states FRAGILE all over the box. she doesn't even say one apology no character in this girl what so ever. should not be dealing with customers !!! all she says is "oh we can re order" and I ask her ok and if it comes broken again?? and she just states then we will re order... ok so I re order Monday the 19th she gives me the time frame 7-10 bus days I told her I would like an expedited shipment , all she states is oh well if we can.. SMH. well it is already 9 business days later today I call and get her again, and she answers the phone BIGS FURNITURE very horrible tone no personality. I give her my order number and she states oh its on some """ I don't remember the word she stated but she said it like if I would know and I said what does that mean? and she said " we have to drive pick it up and bring it back" so it will be a couple more days. I told her tomorrow is the 10th business day and she said well we barely got the ETA yesterday and I said you don't call your customers at least with a courteousy call and she said no we don't. I swear when I say worst CUSTOMER SERVICE its the worst with this girl. so I ask her how much longer and she states " well you will have the weekend plus tomorrow and the holiday.... I hung up smh I am so unhappy with this place, I am calling corporate and also going in they wont be happy with me in there place. p.s I am on my boyfriends...

An all around review of this place is going to be a solid 2/5 for the simple fact of the lack of good customer service. The day we went in to get furniture, we had already gone to 3 of 4 places prior, and at every location we went to, there was a greeter ready to assist. Not here. Different, but still ok! Until it’s time to pick something out, we were in the absolute back of the warehouse and I actually had to go all the way back to the front, shouting out ‘hello, is anyone here’ until a man responded and said hold on, and got someone else to come help us. Maria. She was ok, she got to the point and got us a good deal. There were three of us at the furniture store at the time of our purchase. It was a discontinuing set of tables, so no wrapping or anything, we had to take them as is. She told us we would have to come back the next day to get everything though bc the guy who would release them to us is gone, so all three of us asked what times to get it? And she told us 10-6 and to pick it up from the back of the warehouse. Repeatedly. The next day, we arrived around 4:50, and went to the back as Maria stated, but I ended up in a flooring place, which was weird bc the entrance to this place had Big’s Furniture written over it with the address (very misleading). They were kind and told me what door to go knock on, by now it’s 5:06. I knock and knock and knock, no answer. I get into my car and drive to the front, by now it’s like 5:20/30. Not too sure because it’s hot and I have yet to receive my PAID FOR items, so I’m not exact on the time for this part, but wayyy before 6. When we walked inside, WOW. Not a hello, not a welcome in, not anything except Maria looking at me in the eye as I’m walking up to her with a smile on my face, and she says … pickup was 10-5, and puts her head back down into her keyboard. We both calmly looked at her and said you told us it was 10-6, and she started to get snappy and loud with us saying things like, “I’ve been here for 3 years”, “I know what I said”, “I can cancel your order”, “you want me to cancel it or chill and I’ll get it for you.” All because we said oh we heard 10-6, but we’ve been here since 4:50 regardless, just went into the wrong warehouse. When she was finally done getting wild, I honestly looked at her like she was crazy and then proceeded to talk like normal to her telling her “people are human, you could’ve misspoke after a long day, but three of us heard you, it’s not a big deal but we are here now, so please can we get it. We don’t need help, we can carry them” A manager got involved, and after all was settled, Maria was obligated to go get our stuff herself from the back of the warehouse WITH the guy she claimed left at 5pm. A girl named Jackie came to the front to reassure us they were not going to just keep our stuff. Whether getting our tables was an extended courtesy or not, that attitude from Maria and her manager was beyond unacceptable and the reason we won’t be buying anymore furniture from them. But cute tables! Thanks...