Diamond Modern Furniture — Local services in Houston

I feel like I’ve tried my best to communicate.Unfortunately, here we are. I went in to finance my children’s furniture on 11/19/2023. At the time I requested a twin bunk bed with mattresses. Delivery was scheduled for 1/6/24. On 1/5/24, I called the furniture store to confirm delivery. The person who completed my order was no longer with the company and had never created an invoice for delivery. This sounded crazy to me because 1. I had already paid my money and 2. The finance company advised of the first payment coming from my account the following week. Chris the manager on duty is informed and attempts to rectify the situation. I’m a little frustrated at this point because my children will now have to sleep on the floor. I provide the information from documents signed and sent to my email regarding my order, the only reason they could locate me in their system is due to the fact that I had already referred a friend. Chris sends me the catalog book via text, I explain again what my order was and I send it back to him. They provide another invoice and then advise that I will need to pay an additional $150 for delivery and assembly. I didn’t even look at it confirm that invoice because you can only imagine how I’m feeling due to the inconvenience on their part but also, assembly was included in my original purchase price. At this point cancel the order because I’m about to get unladylike. Chris proceeds to tell me that cancelling the order takes 3-5 business days. I wait 3 and reach out because guess what happens? The finance company took the first payment because they had not received the cancellation order from the store. Well f it! I send Chris a text to ask them to just deliver the furniture. He advises that management was looking to approve waiving the assembly fee. Fine - Chris is out of office and proceeds to text me the next afternoon to let me know my beds will be delivered at no extra cost to me. I call the store Friday to verify time. I’m given a time of 10am - 2pm. Perfect, we’re back on track.Saturday morning comes, we schedule our day around delivery. 1:00PM comes around and I’m supposed to receive a call an hour before delivery I proceed to call the store.This part is crazy because I call the store from 1:00PM up until 1:57PM and there is no answer from ANYONE! I mean we are calling from all of our phones. I text Chris as well to ask if he could give me a time, crickets. 1:57pm someone answers the phone (male), advises that my furniture was just loaded on to the truck, they are running behind but they are on the way. Chris also responds at this time and says “patience while he checks” Y’all I can’t make this up, 3PM comes, I attempt to call the store again and same issue, no answer. My son has a tournament down the street, I leave the oldest kid at the house in hopes that their beds will be delivered.On my way to the tournament, I receive a text from Chris advising that the beds will now be delivered before 7PM, “probably”. I laughed out loud. I mean really laughed. At this point, I’m charging it to the game, their is nothing I can do at this point. The driver who has a major language barrier calls me at 10:25PM, we cannot communicate with each other but I recognize the Spanish word for deliver (I’m not knocking the language barrier, we all have to hustle but I included this part because I almost confused this call for spam). They assemble the beds until 11:54PM.The wood is defective.My mattresses are missing.My mattresses are not on the invoice.The driver cannot communicate other than asking me to sign, I do not sign. @3RoomPackages Why would I give you over $1000 for a bunk bed without mattresses??? I could buy the same bunk bed for $200 less online.I have allowed you all multiple opportunities to fix your errors and I just your subpar customer service and lack of communication leaves me unimpressed and hopeful that future customers are not treated in the same manner.This is the review I’m choosing to leave. I hope you use this for future training...

This was my worst experience buying furniture. I made an online inquiry and received a response from the sales rep, Nick. Of course all was well at first. I had questions about availability on the website, he was quick to respond and answer questions. I then decided to go into the store (6/21) to see in person some of my choices. I decided on a different choice, Nick said this was a new design, delivery can happen within 7-10 days, and I paid extra for the white glove option. Delivery went well and when I signed the papers to receive in the section where it asked if everything was ok with the delivery, I replied, so far since we have not set on it and looked further, even though the packaging was new and opened upon delivery. Well, we noticed the middle pillow was lighter and would not hold shape and as in the pic is smaller! With in 24 hrs. called, no answer, text no reply, called the next day “Nick was at lunch” then began the texting, we cannot order a new pillow, you have 5 days to get assistance, we can not return it. Then I was told I could provide the serial number on the pillow which did not exist, then told to lift the sofa and look!! For a serial number there! Ok it took two men to bring each piece so that was a no. I suggested if you send the model number to the warehouse, they should be able to locate the info to replace the pillow. He cannot do this; he will not take it. We found a small sticker w numbers, sent a pic, three days nothing. Emailed the customer service headquarters, over a week, nothing, sent the main store page a message on IG, nothing, text the owner, nothing. Now we have an item that is not what we ordered, and they won’t respond, no assistance, no accountability, nothing, and a main pillow for the back rest which looks tacky, is weak and does not fit. We tried to give some grace, maybe they were working on it behind the scenes before the review. At this time still a replacement pillow would suffice but if we do not get a reply and replacement in the next few days, we will escalate. So disappointed, this is not a good way to do business. Taking account of the issue and going a step further to simply replace the pillow could have been done with a call or an email I’m sure and clearly that...

I would not recommend this furniture store to anyone who values customer service, communication and respect.

I found this company on instagram and decided to give them a try. During my first visit to purchase my furniture everything went smooth. After almost two weeks I haven’t heard anything from them so I called. They NEVER answered the phone for me. I had to get someone else to call for me due to them not answering for me. When I made the long trip to the store Chris and Nick knew nothing of my furniture information and when they looked into it deeper they found out my delivery had been delayed. No one informed me of this and had I not went to the store to get answers I’m positive I would not have known. I asked to talk to management and nick gave me an email address!! Wow. I was told my delivery date and to expect a phone call the day before my delivery date. The call never came. The next morning I called the store about 5 times and finally got an answer. I gave Chris nothing but respect when I asked him only questions pertaining to my delivery information. Chris became very irritated and sat the phone down abruptly with what I assume was hopes of me ending the call. When he noticed I was still on the call I repeated my same question at this point you can hear Chris become very agitated and then he gave the phone to someone else. The other guy sat the phone down and talked to me from a distance and gave me a time off the top of his head and him and Chris began to LAUGH at me, the customer while still on the phone. I did let them know that was extremely unprofessional. They said nothing, no apologies and no further information regarding my delivery and just waited for me to hang up.

The ONLY people that was great at communicating was Pedro from the delivery crew. The three guys got the job done without any problems.

BEWARE CHRIS WILL ASK YOU TO DO A GOOD REVIEW BEFORE YOU LEAVE THE STORE. PLEASE WAIT UNTIL YOU RECEIVED YOUR FURNITURE SO THAT PEOPLE CAN KNOW HOW THE WHOLE PROCESS WAS START TO FINISH.

There are many other furniture stores in Houston go to those...