Exclusive Furniture — Local services in Houston

I have been a customer for some years and have brought several items over the years, until my recent experience with Exclusive Furniture in Spring. July 1st I went into that location and I had a great sales person and Mr. Sam came in and finished my transaction. Wonderful man. I really had a great experience until I received my furniture and it was too small for my room that I entertain with guest in my home, so I called my salesman to see about an exchange and he asked me to come back to the store. So when I get back to the store location, one of the managers said I had to get into with the corporate office and I had to pay a restocking fee of 25% of my total price and if I had that he can take care of that right now and that’s all he can do and walked off. I then called the corporate office and spoke with Kailee, very rude too. She said yes you have to pay a restocking fee for an exchange and that was the only way through her that she would approve the exchange. On the next day I called corporate again and spoke with Angela and she said that is not so for an exchange and she would approve the exchange. I thought that was the end of it but after a couple days, I didn’t receive a call. Then I called the corporate office back and spoke with Elizabeth and she took care of the approval for the exchange with a delivery charge so I had to go back to the store location again. At that time my salesman told me I had to speak with the store manager Lambert and I did. Ok, by this time I am exhausted this was week 3 from the 1st. Lambert went to the back for awhile and never came back, so I ask my salesman to go see what was taking so long. He came back and said everything was taken care of and I could go so I did. Never heard anything from no body after a week. So I give corporate a call and to my surprise they told me that my exchange was denied and I had to get in touch with Lambert, so I called him and he told me to come back out there. He was lying and couldn’t give me straight answer. He gave me the I don’t care and bas F••••Me at this point. This is over a month and I have to make payments and I have spoke with the creditor and they have made a complaint not on me and ask me to stay on top and keep them in the loop. Today is August 19,2023 and still have the furniture and I can’t even entertain in my den the furniture is too small. I went to corporate last Saturday and spoke with Joanna, thought it would have been resolved she answered me Monday and she said she was going to hel and l have been leaving her voicemails and no return call as of today so I went back up to corporate today. I ask to speak with the owner Sam which I have been asking for over three weeks and getting all negative responses. All I want to do is exchange and I have been...

My husband was working in the area today, and I met up with him on his lunch break. After we ate, we decided to browse Exclusive Furniture since we’d never been inside before. An older, white haired, balding man with glasses greeted us and asked what we were looking for and we told him we weren’t really looking for anything, just browsing. He gave a little sales spiel, again tried to find out what we were looking for, we again said just browsing and went on our way through the store as we didn’t have all day to spend talking and really just wanted to enjoy our time there together.

We walked through the kitchen and dining area, came upon the complimentary coffee machine, and made a small cup to share. This is where we noticed he had followed and was watching us from a distance. We continued our browsing and he stalked us the entire time we were in the store. We saw a few other employees who left us alone, but we were apparently the only shoppers in the store. It was very uncomfortable having the old guy staring at us - literally he did not take his eyes off of us - and distracting to the point that I couldn’t focus on checking out the furniture. We did notice that most pieces felt cheap for the prices they were asking; several tables wobbled, nothing seemed sturdy, easily scratched.

Not much caught our eye though, especially with the distraction of the stalker. He mostly kept his distance but when we did happen to walk by him, he asked us if we had found what we were looking for. Again we told him we were just browsing, and in a challenging tone, he said, “So you didn’t come here looking for anything, you parked here just so you could walk in and browse?” I don’t remember the exact words, but something like that. Not offering help or suggestions, just repeating his questioning, all with a condescending fake smile. It felt like we were being asked to leave so we did, and as we were walking out, I heard him say behind us, “Enjoy your coffee.” Pretty sure that was sarcastic. We did not come in just for coffee, did not know there would even be coffee, but there was no sign stating it was only for paying customers, so we enjoyed it as anyone would.

The sales tactics and customer service skills displayed here were terrible. Any salesperson should know browsing can easily lead to a sale, if not now, the next time the customer comes in. Last time we went to a furniture store just to browse, we left with a coffee table. Unfortunately for this store, we won’t be back. Next time we meet for lunch, we’ll find another store that doesn’t require you to justify your visit before taking a look around. In all honesty, this was a one star experience, but I’m giving two since I don’t think I got the full experience and hopefully it’s not as bad as it...

The team is the best CRYSTAL & Mallerly , we’re so great Justus helped as well this was very helpful thank you team west oaks ( TERRIBLE EXPERIENCE. I went to this store to buy my 80 year old mother a firm mattress to help with her back pain. She spent nearly 30 minutes testing every single mattress in the store until she found one that actually relieved her pain. We told CRYSTAL, one of the employees, that this was the mattress she wanted. When she told us the price $2,999. we explained that we couldn't afford it. Crystal then lied and told us that if we bought a more expensive mattress, our insurance would cover it. That was absolutely not true, she said it just to push a higher sale.

When we still said we couldn't afford $3,000, Crystal offered a $500 “discount,” which convinced us to go through with the purchase. During the paperwork, MALLORY made multiple mistakes, spelling my name, address, and email wrong three separate times. I stayed patient through all of it, but it was clear that professionalism and attention to detail were not their priorities.

Before I left, Crystal pressured me to leave them a Google review, even after I said I didn't know how. She then took my phone without my permission and wrote a fake five-star review pretending to be me, claiming that “the team is the best” and mentioning her own name in the review. I was shocked at how unethical that was.

When I brought the mattress home and my mother tried it, we immediately realized it was not the same mattress she had chosen in the store. It was a cheaper, lower-quality one that Crystal tricked us into buying, claiming it was the same model. When I went back to confront them, Crystal became extremely rude, threatened to call the cops on me, and blamed me for “not reading the contract,” even though she was the one who lied about what we were buying.

To make matters worse, when I asked for the names of the employees to include in a formal complaint, Crystal told everyone not to give me their business cards or names. It was clear they were trying to hide their behavior and avoid accountability.

This entire experience was deceitful, unprofessional, and disrespectful. Taking advantage of customers, especially an elderly woman, just to make a sale is disgusting! I strongly recommend that anyone read this AVOID Exclusive Furniture (West Oaks) if you value honesty, integrity, and...