Scandinavian Designs Furniture — Local services in Indianapolis

If I could select zero stars I would. On December 11, 2022, I went to the Indianapolis store with my dear friend, and we both purchased furniture. I spent over an hour at the store looking at furniture and finally decided to purchase the Delphine sofa and chair. I ordered a different fabric for the chair and pillows for the sofa. I had finally found the sofa was looking for and was initially happy with my experience. On December 20, I received a voicemail from Will GoForth the salesman I worked with who advised the manufacturer advised him there was an issue with the fabric I ordered for the Delphine chair. I promptly returned his call and obviously, this was a major disappointment especially since I ordered this fabric for the chair and pillows for the sofa. Not only this your company adds a $200.00 up charge to change the fabric. I do not understand why your company has fabrics on the floor that are discontinued this is astonishing to me. To further add to this frustration Will further advised that special orders cannot be canceled. I initially advised him to remove the additional pillow and chair from my order but then decided to go with the same color fabric for the chair and sofa. I was given a rough estimate of 2-4 months for delivery or four to fourteen weeks. To further add to this frustration your online system and stores are not linked and I am not able to check the status of my order online Will doesn't seem to know the status of my order either. This is very frustrating perhaps I made a mistake ordering from your company. Your systems are antiqued and behind and I the customer have no idea what is going on with my order. January 1, I went to the store around 5:35 PM EST (your store closes at 6:00 PM EST) and Will and others in the store were present and I was with my friend that canceled his order. The sales team was standing around and clearly had been discussing me amongst themselves. I asked Will for the status of my order and he offer no status and said the timeline was unchanged. I verified with him the changes to my order were complete and begin to look around the store when he advised me the store closes at 6:00 PM. In other words, I took this as "get out of the store". There were other customers in the store and I didn't hear him advise them the was closing at 6:00 PM today. The fact is your company showed me fabric that was not available and allowed me to place my order. Your systems are antiqued and no one knows the status of my order despite the fact I put down a deposit. Your online website and store order tracking systems are not linked. If I didn't like the sofa so much I would have cancelled my order as a result of my less-than-favorable experience. I will never recommend your company to anyone. I contacted customer service and days later today Lisa the store manager finally called me. Lisa was not empathic and I had enough of the poor customer service and advised her to cancel my order. The customer service I received was less than sub-par I will never purchase anything else from your company as a result of my experience. I've decided to purchase furniture from Kittles at least I know customer service is more of a priority for them. Do better Scandinavian Designs! Without your customers, you would not be...

Bought 1 large rug from them, and it will be the last time I purchase anything from this store. I purchased it from the store manager (Will) and never received a phone call with an update from him, which I was promised. I had to call several times over the span of 6 weeks and had to wait for it because it was sent to the wrong location. The ONLY reason I found out is because I called to get updates and I was told by the manager that I had to keep waiting after the 3 weeks he told me it would take had passed, and then he finally said that it was sent to the wrong place. He never apologized or said thank you for understanding. I called today, 10/12/24, and a nice lady who was being helpful (nice change) said they had it in the warehouse. Again, I was never told by the manager or received a call about anything. Horrendous service, follow up, or attempt to care by the store manager. The only reason I didn't cancel was because we loved the rug design

Edit to respond* Lisa, Your store or anyone at all never called me to update anything. I made phone calls to your store, and I had the check in on everything, that is actually how I found out about the issues. The problem is not that there was a mistake or something went wrong, I was very patience. It was the lack of responsibility, the "deal with it attitude" on every call I made, never apologized for the inconvenience or issues, and even when you had the opportunity to call me and finally tell me some good news and that the Rug was there, you didn't even do that. These are the principles and basics that management should always try to coach and push for with their staff and Will (Sales Manager) never did and you Lisa (Store Manager) should also hold him accountable for. Instead you have choosen to reply to this by saying that you (I never spoke to you before this review) or him (Will) made a phone call that never happened. Just look at how long it took you and the store to respond to my review, this is exactly how my experience was and it shows your lack of immediate response and empathy towards your customers along with providing the best experience possible even when things go wrong.

PS. I'm not the only one with these issues and Will, you can look at many of your other bad reviews and see the pattern.

Best of...

We used to love this place, purchased 4 items and spent almost $3300. After we received our sofa it has a huge gap in the middle, we contact the customer service as soon as possible because the delivery person doesn’t care about it and told us to contact them even tho we told them there’s a problem with the sofa. This is what they told us in customer service which is Anthony Christopher, knead the cushion for 3 minutes to flatten it out we did and it didn’t work. This is also what they said ‘You are welcome to return the sofa, keeping in mind that we do have a 20% restocking fee, stated on the back of your receipt.  If we have to pick up the sofa, we would also require a delivery charge of $149 for the pick up. If you do wish to return the sofa on your own, please note that we do not have warehouse personnel available Monday through Wednesday to assist and unloading the sofa. However, if you wish to keep the sofa, we will follow corporate protocol and submit a claim to the manufacturer to determine the cause of the defect. If you could provide a couple photos of what it looks like now after you've tried the technique, we will submit those and the previous photos you supplied in coordination with current photos of our floor model sofa as a comparison. Due to the manufacturer being overseas, there may not be an instant response, but they do respond to our requests. We will work in cooperation with them to make sure your sofa is as you expected it to be, at no additional cost to you’. I have the receipt and it was not indicated in there about the fee, it’s so frustrating. We’re not happy with the product and they want us to pay to return it, and on top of that we live 40mins from this place. Horrible experience, when I spoke to Anthony Christopher in the phone he hang up on me when I was talking to him. His customer service...