Schewels Home — Local services in Hollymead

I purchased a washer and dryer from your Charlottesville, VA location. I was in a pinch and was told it was a popular model and the salesman assured me that it would be readily available. I waited and a week later called and was told the set was on national back order. This was after I HAD TO CALL. No one called me to let me know this. So I said ok and was told it would be here the following Tuesday, so Tuesday again I get no call. So I call AGAIN, now the set would be another week. I talked to the Manager Stacey who told me I could choose a more expensive set (at my cost but he'd knock a mere 10% off) and take it home that day but I cant afford anything more expensive. I call Connie in the corporate office and she seems helpful and assures me this will be handled hastily and she will call me back by business end, guess what? NO CALL again. So I call back this morning and connie states she talked to stacey the manager I had spoken to and she said he handled it as he was supposed to? Really? Not keeping your customers informed of a product they are purchasing, not calling? That is what he is supposed to do? She then says he offered you another set. I said yes he did but at my COST. I would have had to pay the difference but I'm sure he failed to mention that bit of info. So I asked Connie was there any way a supervisor could call me. She said supervisors don't normally call their customers. Really? Thats great customer service. I have worked with schewels in the past and after closing my account in good standing and previous issues I said I would try again and this happens. I am sad as this was a gift for my mom and the one person I thought would be able to help me a store manager (Stacey) failed me so as a last resort I went to corporate (Connie) and again I am failed. Connie told me I could cancel my order (again I am shocked because in the customer service business I strive to keep customers not let money walk out the door) so that is what I plan to do. Thank you again Schewels if this is the customer service you provide I am glad I will no longer be...

Hard to share where to begin but sometimes it's not just one individuals fault, so here it is.... We purchased a nice table and chairs set from cville location and waited months for it to come. We received it only to have most if it not even able to be put together to make it work. Parts were wrong, new cushions on the bench were stained. It was unlevel and the table was chipped. We called and were finally able to get a nice young man to help with parts from the floor model to make it functional.

Fast forward we thought we would give them a chance and buy a very nice bed (paying cash) and when it was delivered after waiting past the delivery date it was so hard you couldn't sleep on it, customer service rep said the floor model was broke in and had been in the store for 2 years so it wasn't gunna lay the same as a new one. (Not sure how I felt about that) we decided to get another new bed that was soft from day one.

After hearing them tell my wife they didn't care about her feelings and didn't care that she wasn't happy I asked them for a full refund for which they couldn't do. They decided instead to give dressers to match the bed. Not wanting to seem unfair or to complain we agreed to purchase night stands that matched dressers.

Upon receiving the dressers after waiting again past the time frame given the new dresser was so busted it had to be trashed.

Once again we felt like this would never get resolved. The manager then said he could bring one dresser that didn't match to the other and wait for other. It's been a month now and no word from schewels as to when matching dresser would arrive.

I'm not sure if anyone else has had a bad experience but it seems to just be swept under the rug in the cville store and as the paying customers we are left...

UPDATE: In response to the store's response, all I have to say is--why? I just told you what the issue was. It is not my responsibility or prerogative to then follow through with improving your customer service. If the people reading this review don't relay the info to the store managers themselves, then they have shirked responsibility and--for whatever reason--come to the conclusion that the customer is the one who needs to keep trying to improve the store. Take ownership--you have all the information you need. Act on it.

Old review

The furniture itself is nice.

The commission salespeople are overwhelming, however. You can tell that they have a system in place that encourages them to be very aggressive with customers. I had told the saleswoman at the front door that I was just browsing and that no, I didn't need help ("but thank you").

She appeared nearby at least twice after that, each time trying to reset my request to not be bothered.

However, this isn't why I took off three stars. I have compassion for salespeople who are trying to make a commission, so my main grievance is how they (surely deliberately) leave many pieces of furniture without price tags.

I was offered wise advice many years ago while traveling in a 3rd world country: if there is no price tag on an item, it's because the seller is going to adjust the price based on who wants to buy it.

I saw a desk that was absolutely perfect for what I have been looking for. No price tag. I guess I could have found my salesperson to ask--but why should I have to do that? Also, there were at least half a dozen other pieces of furniture I was ready to buy and take home, had they had price tags.

Too many red flags to...