Klingman's Furniture & Design - Holland — Local services in Holland Charter Township

I have been working with Klingman’s to order bunk beds for my home since April of 2023. I’ve tried to give them every opportunity to get things right, but as it’s August I think I’ve given them the benefit of the doubt to correct issues with my order.

I placed my order, and received an invoice on April 25th and was told by the sales associated deliver would be in about 6 weeks. I was hoping for an early June delivery. After placing the order I received no communication from Klingman’s. I reached out to my sales associate on May 23rd to check on the potential delivery date. After receiving no email response, I called a few days letter to learn that the associate I worked with was no longer at the company. I never understood how it could occur that this employee left and no one bothered to review her accounts to proactively reach out and inform customers that someone else would be a point of contact for their open orders.

The individual that took my call was helpful in doing some research to determine the status of my order. Unfortunately, I was told my bed would not be available as previously estimated but would be delayed several weeks. My beds could have been delivered on June 26th if I was available.

Due to some scheduling conflicts of my own I was not able to take delivery until Mid-July. Upon delivering the item I realized that what had been ordered was not what I asked for. I reviewed the order with the delivery driver and it became clear that there was an issue. The driver was helpful in communicating to the office to find a resolution and was extremely professional in a situation that was clearly awkward for all of us.

What we discovered over the course of the next several days is that the employee I worked with made some notes in my customer record about what I wanted, but those notes were not aligned with the product that was actually ordered from the manufacturer. I was told several times that the furniture company delivered what was ordered in the system, but the employee requested the wrong item. What’s even stranger is that the invoice I have from April 25th includes the exact features I order, “Bunk beds with Ladders on the ends” but the product delivered had ladders on the side. To my eye, the invoice matched my expectations. I’m not sure how I as a customer would have know there was an issue.

I expressed my concern that someone could have quality checked my order and was told they never would have found it because the employee that left put in the wrong order. That is true, however that’s not my concern. I just want what I asked for. It felt like everyone was throwing this employee under the bus. As a customer, I don’t really care if your employee was not performing, I don’t need to hear about their incompetence. I just wanted to find a way to correct my order.

My issue was escalated to management. They found a partial solution to deliver some of what I needed, but I didn’t have my complete order. I was told that the manager would call the manufacturer and get an update by the end of the week (July 21st) and I’d be provided an update on a new delivery date. I never received a communication on July 21st as I expected. I sent an email on July 28th, one week after the date I was old I would be given an update asking for an update. I did not get a response to my email until August 7th. Between the 28th and 7th, (10 days) I would have appreciated even a note that said, “hey, I got your email but I am still confirm schedules.” My “update” came 17 days after I was told I would be updated and 10 days after I requested an update.

On August 7th I was told that my furniture has still not shipped from the manufacturer and may or may not ship by the end of this week or possibly next week.

I do hope this is a one-off experience, but based on my experience, I will not be shopping there again.

As of August 23rd, no furniture, and I have recieved bills stating I am delinqient.

Ocotober 6th, they attempted to deliver again. Tried assmeble my beds to discover they are still...

Great to do business again with this iconic furniture store that orginally opened in Grand Rapids in 1889. This store closed briefly in 2010, and in it's reconstituted version still holds some of the remnants of its heyday years when it had a large furniture showroom located in the former East Brook Mall. Their customer service during this time was legendary. One personal example of this that I experienced was when my Mom had purchased a very nice desk as a house warming present. She stored it in her basement for over a year while our new home was being constructed. After the home was finished we discovered that the desk was going to be simply too large for the space. So we went back to Klingman's to locate a desk that would fit. The store not only agreed to exhange the desk at no additional cost, but they also picked up the desk that was in my Mother's basement and delivered the new one free of charge.

We recently had an experience at their store in Holland that began on somewhat of a sour note, but was rectified in the end. We purchased a fairly large book case that was supposed to be delivered on a particular date. I decided to take the day off so I was there for the furniture delivery. The day before the delivery I was supposed to receive a call confirming the appointment and a time window as to when it should arrive. When I didn't receive a call I contacted the store and apparently there was a mix up and I was told that it wouldn't be delivered until the following week. After speaking with the store manager she contacted the warehouse and they made a special trip to the Holland store to pick up and deliver it on the day I had taken off. This type of customer service and willingeness to make things right is almost unheard of these days. Klingman's has again reaffirmed my loyalty to their store and has shown their commitment to world...

Wish I could give this establishment 0 stars. My wife and I visited today and were looking to make a large purchase. When we entered the store (around 245p today) we were not greeted, so we took it upon ourselves to walk the store. We stopped at several pieces and even spent quite a bit of time throughly reviewing the options, colors, etc. of several pieces of interest. We sat on furniture, looked at literature, and even took some of the "to go" literature with us as we went. Several salespeople walked past us, but never once inquired if we were needing assistance. We spent a good 45 minutes in the store walking the entire showroom and not one were we helped. We are in our mid-30s and we took note that most of the salefolk were in their 50s and 60s. As we observed, we saw several people being offered assistance who were older, but nobody helped us.

This establishment needs to realize that not every person in their 20s or 30s is there to waste your time. My wife and I drove 45 minutes from home to visit your showroom and were ignored simply because of our age. I can't say this is really surprising given what we observed and what we've seen in several large purpose situations across the years, but with most people fighting inflation and not looking to spend several thousand dollars, I wouldn't think you could afford to ignore customers.

We took our business elsewhere and made our purchase at a business that treated us with the respect we deserve; common decency.

If you're a young person, I would not suggest giving this company your business. They don't...