Talsma Furniture — Local services in Hudsonville

If I could do less than this I would. I am a first time buyer with Talsma and it has been a horrible experience. We chose a sectional from the clearance section that was $999.99. They couldn’t deliver for the time we needed so we paid around $100 to rent. Uhaul and pick it up. They threw the furniture in the back of the uhaul and when we got it home saw that there were a few big rips in the bottom of the sectional. We called and took photos and they said they’d replace it but it would be about a week. When we received the new sectional the men who delivered were very friendly more so than the store associates and they set it up in our living room. After about 2 weeks the middle and end cushion were both sinking in and not holding shape. We have photos of this as well. We called and I wanted a refund but they refused so we were stuck with a repair man to fix it. He came out when they wanted and he cut the cushions in half and added a thin cushion to them to help the support. This did nothing but make them cushions uneven. They were still sinking in. We had also noticed that there was a hole in the back corner of the sectional in the fabric. We took photos again. This time the manager ordered new cushions and sent the repair man to fix the hole but said he would not expedite this. We waited about 3 weeks and the same repair man came out to fix the hole by ripping the material off the sectional, putting new material on that part , and then replaced the chopped up cushions with the new ones. He left and did not clean up his mess that he left on our floor of cut up pieces of fabric. We thought all was finally better. WRONG! The new cushion on the end is sinking in more than the original and the fixed cushion. I’m surprised that they say it is new because it’s worse than the others. We had taken more photos and when we tried to address this issue the phone call we received was telling us that they won’t take it back. If we want to trade for a different couch or sectional we would have to pay well over $1000 and that would have to be cash because they won’t finance again with us, but even after paying the restock fee they still won’t take it back. We were told we can just keep this defective couch, pay it off, and when it goes bad go buy another one. First of all it already is bad. I have photos to prove it. The problem was not fixed and they said there is nothing wrong with the sectional. The management that called said they shouldn’t have even fixed what they did. I called another store manager and she told me that they don’t refund or fix their clearance items. We were never told that upon purchase. In fact I have 2 witnesses that heard our sales lady tell us even if we moved out of state they would fix the sectional if there was a problem. All we have had from the beginning is poor customer service, lies, miscommunications, and threats. I will never shop with them again and I would highly advise that you go somewhere else to purchase...

We went I to Talsma for the first time at the Hudsonville location. We were met by a Dale's woman and she explained thr layout of the store which was helpful so we could know where our price range was. We went in knowing we were going to spend quite a bit, we had a budget, but it wasnt hard. We knew what we were looking for could be hard to fund. We found a sectional we liked on the floor but wanted it in a reclining loveseat and a sofa. The sales person was able to help us and found it in special order. When she came back to us with the price, we were shocked. I mentioned it was much cheaper than expected, even cheaper than the item that was on the floor. She just shrugged and made it sound like it was our lucky day. We went home with it all paid in full. 2 weeks later we get a call from her and she said we under paid substantionally. Since this was a special order we had no idea what the cost was really and if they were doing it correctly the second time around or not. They almost tripled the price! They took off $200 for the inconvenience but when in the end spending $4,800 for the 2 peices, that's nothing. I called a couple times to talk with the manager and they kept pushing me towards the sales person which I felt didnt know what she was doing and I didnt feel comfortable working with her. No one else knew the situation. When I am spending thousands of dollars on something I would like better service and to know in getting the right thing. Waiting 8 weeks for my stuff to come in I had no idea what I was doing to end up with since everything was so scetchy and we were not treated well with their huge mess up! We will not be going back to talsma furniture which is really sad, because we did end up liking our furniture and have many plans of purchasing more in the near future with our newly...

I don't want to rate this store yet, because, "Every company is bound to goof now and then, but from the customers perspective, what's important is that the company responds" -John Maxwell.

Unfortunately, I want to see what happens next because I was initially impressed with this store, but here is a snippet of content from an email I sent to one of your store managers because of a recent and unresolved issue:

"I am actually very surprised that you do not want to help or resolve this issue with us as quickly as possible and work to maintain a neighborly relationship with us that could translate to future business. I honestly expected more. Our purchase is so small compared to the business your store must do, and given it's history in the area, it makes me wonder why retaining the return and refund we are requesting for the defective item is more important than how Talsma Furniture wants to be seen treating their customers."

"The only difference between stores is the way they treat their customers" (Seen on a poster at Nordstrom's Department Store.)

M. Imhoff

FEB 19, 2020:

Since my initial review, and numerous conversations, I am pleased to say publicly that thanks to the manager, Linda, (and I happen to know the owner was involved because I reached out), the decision was made to honor our request because of the specific circumstances. It takes integrity with the individuals in a retail position such as this to be willing to look uniquely at a situation and make this call. That deserves the highest...